CHAPTER - 1

INTRODUCTION
INTRODUCTION

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy.

It's a well known fact that no business can exist without customers. In the business of
Website design, it's important to work closely with your customers to make sure the site
or system you create for them is as close to their requirements as you can
manage. Because it's critical that you form a close working relationship with your client,
customer service is of vital importance. What follows are a selection of tips that will
make your clients feel valued, wanted and loved.

1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a customer. If
you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest
assured, though, it does get easier over time. It's important to meet your customers face to
face at least once or even twice during the course of a project.

My experience has shown that a client finds it easier to relate to and work with someone
they've actually met in person, rather than a voice on the phone or someone typing into an
email or messenger program. When you do meet them, be calm, confident and above all,
take time to ask them what they need. I believe that if a potential client spends over half
the meeting doing the talking, you're well on your way to a sale.
2. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all
customers' queries within the space of a few hours, but at least email or call them back
and let them know you've received their message and you'll contact them about it as soon
as possible. Even if you're not able to solve a problem right away, let the customer know
you're working on it.

A good example of this is my Web host. They've had some trouble with server hardware
which has caused a fair bit of downtime lately. At every step along the way I was emailed
and told exactly what was going on, why things were going wrong, and how long it
would be before they were working again. They also apologized repeatedly, which was
nice. Now if they server had just gone down with no explanation I think I'd have been
pretty annoyed and may have moved my business elsewhere. But because they took time
to keep me informed, it didn't seem so bad, and I at least knew they were doing
something about the problems. That to me is a prime example of customer service.

3. Be Friendly and Approachable

A fellow Site Pointer once told me that you can hear a smile through the phone. This is
very true. It's very important to be friendly, courteous and to make your clients feel like
you're their friend and you're there to help them out. There will be times when you want
to beat your clients over the head repeatedly with a blunt object - it happens to all of us.
It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at
all times remain polite and courteous.

4. Have a Clearly-Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run. If a
customer has a problem, what should they do? If the first option doesn't work, then what?
Should they contact different people for billing and technical enquiries? If they're not
satisfied with any aspect of your customer service, who should they tell?

There's nothing more annoying for a client than being passed from person to person, or
not knowing who to turn to. Making sure they know exactly what to do at each stage of
their enquiry should be of utmost importance. So make sure your customer service policy
is present on your site -- and anywhere else it may be useful.

5. Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you were a
client of? Have you ever had a personalized sign-up confirmation email for a service that
you could tell was typed from scratch? These little niceties can be time consuming and
aren't always cost effective, but remember to do them.

Even if it's as small as sending a Happy Holidays email to all your customers, it's
something. It shows you care; it shows there are real people on the other end of that
screen or telephone; and most importantly, it makes the customer feel welcomed, wanted
and valued.

6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.

Take this as an example: you're working on the front-end for your client's exciting new
ecommerce endeavour. You have all the images, originals and files backed up on your
desktop computer and the site is going really well. During a meeting with your client
he/she happens to mention a hard-copy brochure their internal marketing people are
developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep
complete with high resolution versions of all the images you've used on the site. A note
accompanies it which reads:
 "Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide
you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able
to make use of some in your brochure."

Your client is heartily impressed, and remarks to his colleagues and friends how very
helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in
your chair drinking your 7th cup of coffee that morning, safe in the knowledge this happy
customer will send several referrals your way.

7. Honors Your Promises

It's possible this is the most important point in this article. The simple message: when you
promise something, deliver. The most common example here is project delivery dates.

Clients don't like to be disappointed. Sometimes, something may not get done, or you
might miss a deadline through no fault of your own.

SIGIFICANCE OF THE STUDY

To understand the Customer Preferences and satisfaction level towards of the
customer regarding the service provided by LOTUS HERO, to understand what are the
customer requirement and improvement required by them in service.

Objective of the study:

 To knows the customer satisfaction level towards services of HERO MOTOR
BIKES
 To knows the problems presently faced by the customers at HERO MOTOR BIKES
 To study the post sales service performance.
 To know the new area of improvement. To study the pre-purchase and post-
purchase behavior of customers of HERO Motors in Coimbatore.
 To study the factors affecting the purchase behavior of customers.
 To study the satisfaction level of customers towards various attributes / features of
HERO Motors.
Scope of the study
 The Scope is very limited because attitude of the people change according to the
time.
 The study is restricted to COIMBATORE and ANANTAPURAMU Dist and that to
among 100 respondents
 The study is conducted for 45 days.
 The study is restricted to certain area .so it could not give an accurate picture about
Andhra Prasad.

LIMITATION OF THE STUDY

To offer suggestions based on the result of the study.

 This study is applicable only to HERO Motor Industry (P) Limited,

COIMBATORE.

 The study does not include comparison between two Wheeler brands.

 Respondent delayed in filling the questionnaires.

 INDUSTRY PROFILE

INDUSTRY PROFILE
According to a study conducted by global consulting firm Frost and Sullivan, the two-wheeler
industry will be the fastest-growing segment of the Indian automobile industry.

The study said that of all personal transportation vehicles, the motorcycle segment will
grow the fastest, followed by passenger cars.
Automotive sales in the country will get a boost from cuts in the excise duty, new model
launches, higher disposable incomes and a changing consumer mindset. The Indian
automotive market is now a buyers market and the general economic slowdown makes it
imperative for industry participants to stay ahead of demand trends, said the firm.

TWO–WHEELER INDUSTRY IN INDIA:

The origin of Indian two-wheeler industry can be tracked back to 1948, when Bajaj Auto
Ltd., Started importing and marketing Vespa scooters in India. Shortly afterwards, Enfield
India Ltd.,
(Manufacturer of the famous “Bullet” motor bike) started its manufacturing operations in
India. This was followed by Ideal Jawa and Escorts Ltd., in 1960s. The motorcycle segment
registered a healthy upward trend during the 1960’s and in the early 1970’s, it accounted
for 36% of the entire two-wheeler market.
However, the motorcycle market in the 1960s and 1970s was largely seller dominated.
CHAPTER-2
COMPANY PROFILE
 ORGANIZATION CHART
Chairman

Managing Director

Director

HERO Sales HERO Service

Sales Manager Office executive Supervision Supervisor

Mechanics Mechanics
Sales Executive Sales Executive

RTO Co-coordinator Assistant

Automobile industry in India

The cumulative production data for April-March 2012 shows production growth of 13.83
percent over same period last year. In March 2012 as compared to March 2011,
production grew at a single digit rate of 6.83 percent. In 2011-12, the industry produced
20,366,432 vehicles of which share of two wheelers, passenger vehicles, three wheelers
and commercial vehicles were 76 percent, 15 percent, 4 percent and 4 percent
respectively.

Domestic Sales

The growth rate for overall domestic sales for 2011-12 was 12.24 percent amounting to
17,376,624 vehicles. In the month of only March 2012, domestic sales grew at a rate of
10.11 percent as compared to March 2011.

Passenger Vehicles segment grew at 4.66 percent during April-March 2012 over same
period last year. Passenger Cars grew by 2.19 percent, Utility Vehicles grew by 16.47
percent and Vans by 10.01 percent during this period. In March 2012, domestic sales of
Passenger Cars grew by 19.66 percent over the same month last year. Also, sales growth
of total passenger vehicle in the month of March 2012 was at 20.59 percent (as compared
to March 2011). For the first time in history car sales crossed two million in a financial
year.

The overall Commercial Vehicles segment registered growth of 18.20 percent during
April-March 2012 as compared to the same period last year. While Medium & Heavy
Commercial Vehicles (M&HCVs) registered a growth of 7.94 percent, Light Commercial
Vehicles grew at 27.36 percent. In only March 2012, commercial vehicle sales registered
a growth of 14.82 percent over March 2011.

Three Wheelers sales recorded a decline of (-) 2.43 percent in April-March 2012 over
same period last year. While Goods Carriers grew by 6.31 percent during April-March
2012, Passenger Carriers registered decline by (-) 4.50 percent. In March 2012, total
Three Wheelers sales declined by (-) 9.11 percent over March 2011.
Total Two Wheelers sales registered a growth of 14.16 percent during April-March 2012.
Mopeds, Motorcycles and Scooters grew by 11.39 percent, 12.01 percent and 24.55
percent respectively. If we compare sales figures of March 2012 to March 2011, the
growth for two wheelers was 8.27 percent.

Exports

During April-March 2012, the industry exported 2,910,055 automobiles registering a

growth of 25.44 percent. Passenger Vehicles registered growth at 14.18 percent in this
period. Commercial Vehicles, Three Wheelers and Two Wheelers segments recorded
growth of 25.15 percent, 34.41 percent and 27.13 percent respectively during April-
March 2012. For the first time in history car exports crossed half a million in a financial
year.

In March 2012 compared to March 2011, overall automobile exports registered a growth
of 17.81 percent.

Automobile industry in India

The automobile industry in India is the ninthlargestintheworld with an annual

production of over 2.3 million units in 2008 In 2009, India emerged as Asia's fourth
largest exporter of automobiles, behind Japan, South Korea and Thailand.

Following economic liberalization in India in 1991, the Indian automotive industry has
demonstrated sustained growth as a result of increased competitiveness and relaxed
restrictions. Several Indian automobile manufacturers such as Tata Motors, Maruti
Suzuki and Mahindra and Mahindra, expanded their domestic and international
operations. India's robust economic growth led to the further expansion of its domestic
automobile market which attracted significant India-specific investment by multinational
automobile manufacturers. In February 2009, monthly sales of passenger cars in India
exceeded 100,000 units.

bryonic automotive industry emerged in India in the 1940s. Following the

independence, in 1947, the Government of India and the private sector launched
efforts to create an
automotive component manufacturing industry to supply to the automobile industry.
However, the growth was relatively slow in the 1950s and 1960s due to nationalization
and the license raj which hampered the Indian private sector. After 1970, the
automotive industry started to grow, but the growth was mainly driven by tractors,
commercial vehicles and scooters. Cars were still a major luxury. Japanese
manufacturers entered the Indian market ultimately leading to the establishment of
MarutiUdyog. A number of foreign firms initiated joint ventures with Indian companies.

In the 1980s, a number of Japanese manufacturers launched joint-ventures for building

motorcycles and light commercial-vehicles. It was at this time that the Indian government
chose Suzuki for its joint-venture to manufacture small cars. Following the economic
liberalization in 1991 and the gradual weakening of the license raj, a number of Indian
and multi-national car companies launched operations. Since then, automotive
component and automobile manufacturing growth has accelerated to meet domestic and
export demands.

HISTORICAL INDUSTRY DEVELOPMENTS:

Indian is the second largest manufacturer and producer to two wheelers in the
World. It stands next only to Japan and China in terms of the number of V produced and
domestic sales respectively. This destination was achieved due to variety of reason like
restrictive policy followed by the government of India towards the passenger bike
industry, rising demand for personal transport, inefficiency in the public transportation
system etc. The Indian two-wheelers industry made a small beginning in the early 50s
when Automobile products of India (API) started manufacturing scooters in the country.
Until 1958, API and Enfield were the sole producers.
The two –wheelers market was opened were opened to foreign competition in the
mid-80s. And the then market leaders-Escorts and Enfield – were caught unaware by the
onslaught of the 100cc bikes of the four Indo- Japanese joint ventures. With the
availability of fuel-efficiency low power bikes, demand swelled, resulting in Hero Honda
–then the only producer of four stroke bikes (100cc category), gaining a top slot.
 The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki
and Hero Honda brought in the first two-stroke and four-stroke engine motorcycles
respectively. These two players initially started with assembly of CKD Kits, and later on
progressed to indigenous manufacturing.

The industry had a smooth ride in the 50s, 60s and 70s when government
prohibited new entries and strictly controlled capacity expansion. The industry saw a
sudden growth in the 80s. The industry witnessed a steady of 14% leading to a peak
volume of 1.9 mn vehicles in 1990.

In 1990 the entire automobile industry saw a drastic fall in demand. This resulted
in a decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn
vehicles. Barring Hero Honda, all the major producers suffered from recession in FY93
and FY94. Hero Honda showed a marginal decline in 1992.

The reason for recession in the sector were the incessant rise in fuel prices, high
input costs and reduced purchasing power due to significant like increased production in
1992, due to new entrants coupled with recession in the industry resulted in companies
either reporting losses or a fall in profits.

The two-wheelers market has had a perceptible shift from a buyers market to a
sellers market with a variety of choice, players will have compete on various fronts viz.
pricing, technology product design, productivity after sale service, marketing and
distribution. In the short term, market shares of individual manufacturers are going to be
sensitive to capacity, product acceptance, pricing and competitive pressures from other
manufacturers.

As incomes grow and people grow and people feel the need to own a private means
of transport, sales of two-wheelers will rise. Penetration is expected to increase to
approximately to more than 25% by 2005.

The motorcycle segment will continue to lead the demand for two-wheelers in the
coming years. Motorcycle sale is expected to increase by 20% yoy as compared to 1%
growth in the scooter market and 3% by moped sales respectively for the next two years.
The four-stroke scooters will add new dimension to the two-wheeler segment in the
coming future.

The Asian continent is that largest user of the two-wheelers in the world. This is due to
poor road infrastructure and low per capita income, restrictive policy on bike industry.
This is due to oligopoly between top five players in the segment, compared to thirsty
manufacturers in the bike industry.

Exports

India has emerged as one of the world's largest manufacturers of small cars. According to
New York Times, India's strong engineering base and expertise in the manufacturing of
low-cost, fuel-efficient cars has resulted in the expansion of manufacturing facilities of
several automobile companies like HyundaiMotors, Nissan, Toyota, Volkswagen and
Suzuki.

In 2008, Hyundai Motors alone exported 240,000 cars made in India. Nissan Motors
plans to export 250,000 vehicles manufactured in its India plant by 2011. Similarly,
General Motors announced its plans to export about 50,000 cars manufactured in India by
2011.

In September 2009, Ford Motors announced its plans to setup a plant in India with an
annual capacity of 250,000 cars for US$500 million. The cars will be manufactured both
for the Indian market and for export. The company said that the plant was a part of its
plan to make India the hub for its global production business. Fiat Motors also announced
that it would source more than US$1 billion worth auto components from India.

According to BloombergL.P., in 2009 India surpassed China as Asia's fourth largest

exporter of cars.
Indian automobile companies

Notable Indian automobile manufacturers

Ashok Leyland
Chinkara Motors: Beachster, Hammer, Roadster 1.8S, Rockster, Jeepster,
Sailster.
Force Motors
Hindustan Motors: Ambassador.
Mahindra: Major, Xylo, Scorpio.
Maruti Suzuki: 800, Alto, WagonR, Estilo, AStar, Ritz, Swift, Swift DZire,
SX4, Omni, Versa, Gypsy
Premier: Sigma, Roadster, RiO.
San Motors: Storm
Tata Motors: Nano, Indica, Indigo, Sumo, Safari, [Link]

Electric car companies in India

Ajanta Group
Mahindra
Hero Electric
REVA Tara
International Tata
Motors

Notable Multi-national automobile manufacturers

Locally manufactured Automobiles of Multi-national Companies

Audi: A4, A6.

BMW: 3 Series, 5 Series.
Chevrolet: Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.
Fiat: Palio, Grande Punto, Linea.
Ford: Ikon, Fiesta, Fusion, Endeavour, Figo
Honda: Jazz, City, Civic, Accord.
Hyundai: Santro, i10, Getz, i20, Accent, Verna, Hyundai , Sonata.
 Mercedes-Benz: C-Class, E-Class
Mitsubishi: Lancer, Lancer Cedia.

Nissan: Micra
Renault: Logan
Škoda: Fabia, Octavia, Laura.
Toyota: Corolla, Innova,
Fortuner Volkswagen: Jetta,
Passat, Polo.

Cars sold in India as CBU (Completely Built Units)

Audi: A8, TT, R8, Q5, Q7.

Bentley: Arnage, Azure, Brooklands, Continental GT, Continental Flying
Spur, Mulsanne.
BMW: 6 Series, 7 Series, X3, X5, X6, M3, M5, M6 and Z4.
Chevrolet: Captiva
Fiat: Nuova 500.
Honda: Civic Hybrid, CR-V.
Hyundai: Santa Fe.
Jaguar: XF, XJ, XK.
Lamborghini: Gallardo, Murciélago.
Land Rover: Range Rover, Range Rover Sport, Discovery 4, Freelander 2.
Maybach: 57 and 62.
Mercedes-Benz: CL-Class, CLS-Class, S-Class, SL-Class, SLK-Class, M-
Class, Viano.
Mitsubishi: Pajero, Montero, Outlander.
Nissan: Teana, X-Trail, 307Z.
Porsche: 911, Boxter, Panamera, Cayman, Cayenne.
Rolls Royce: Ghost, Phantom, Phantom Coupé, Phantom Drophead Coupé.
Škoda: Superb.
Suzuki: Grand Vitara.
Toyota: Camry, Land Cruiser, Land Cruiser Prado, Prius.
CORPORATE PROFILE

Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest
manufacturer of two - wheelers, based in India. In 2001, the company achieved the
coveted position of being the largest two-wheeler manufacturing company in India and
also, the 'World No.1' two-wheeler company in terms of unit volume sales in a calendar
year. Hero MotoCorp Ltd. continues to maintain this position till date.

Today, every second motorcycle sold in the country is a Hero bike. Every 30 seconds,
someone in India buys Hero's top-selling motorcycle – Splendor.

Vision
The story of Hero Honda began with a simple vision - the vision of a mobile and an
empowered India, powered by its two wheelers. Hero MotoCorp Ltd., company's new
identity, reflects its commitment towards providing world class mobility solutions with
renewed focus on expanding company's footprint in the global arena.

Mission

Hero MotoCorp’s mission is to become a global enterprise fulfilling its customers' needs
and aspirations for mobility, setting benchmarks in technology, styling and quality so that
it converts its customers into its brand advocates. The company will provide an engaging
environment for its people to perform to their true potential. It will continue its focus on
value creation and enduring relationships with its partners

Strategy
Hero MotoCorp’s key strategies are to build a robust product portfolio across categories,
explore growth opportunities globally, continuously improve its operational efficiency,
aggressively expand its reach to customers, continue to invest in brand building activities
and ensure customer and shareholder delight.
Manufacturing
Hero MotoCorp two wheelers are manufactured across 3 globally benchmarked
manufacturing facilities. Two of these are based at Gurgaon and Dharuhera which are
located in the state of Haryana in northern India. The third and the latest manufacturing
plant is based at Haridwar, in the hill state of Uttrakhand.

Technology
In the 1980’s Hero Honda pioneered the introduction of fuel-efficient, environment
friendly four-stroke motorcycles in the country. Today, Hero Honda continues to be
technology pioneer. It became the first company to launch the Fuel Injection (FI)
technology in Indian motorcycles, with the launch of the Glamour FI in June 2006.

Products
Hero Honda's product range includes variety of motorcycles that have set the industry
standards across all the market segments. The company also started manufacturing
scooter in 2006. Hero Honda offers large no. of products and caters to wide variety of
requirements across all the segments.

Distribution
The Company's growth in the two wheeler market in India is the result of an intrinsic
ability to increase reach in new geographies and growth markets. Hero MotoCorp’s
extensive sales and service network now spans over to 6000 customer touch points. These
comprise a mix of authorized dealerships, service & spare parts outlets and dealer-
appointed outlets across the country.

Brand

The new Hero is rising and is poised to shine on the global arena. Company's new
identity "Hero MotoCorp Ltd." is truly reflective of its vision to strengthen focus on
mobility and technology and creating global footprint. Building and promoting new brand
identity will be central to all its initiatives, utilizing every opportunity and leveraging its
strong presence across sports, entertainment and ground-level activation

GREEN IT

A MISSION TO MAINTAIN HIGH ECOLOGICAL STANDARDS

Target Key Areas For Maximum Impact

Though according to some estimates today IT contributes to around 2-3% of Global

Carbon Emissions and we need to control that, IT has the potential and power to impact
the remaining 97-98% as well. The critical element in this entire journey is the Green IT
intervention strategy where everyone agrees on plan on areas where IT could influence
the environment.

Actions Speak Louder Than Plans

Here are some Green IT Initiatives that we have taken or are underway at Hero
MotoCorp:

1. Green IT as a focus area in the IT Policy

2. New, energy efficient datacenter with power management features
3. Virtualization and server consolidation
4. Use of TFTs in place of CRTs for displays
5. Reduction of printers
6. Video conferencing / Collaboration tools - to reduce travel
7. Buying of energy certified equipment - replacing old inefficient equipment
8. Creating Awareness in organisation
9. Usage of e-learning to reduce trainee or trainer travel
10. New IT initiatives to cut paper consumption such as;
o Converting our paper based customer loyalty program to an online card
based program
 o Cutting down on printing of cheques in a big way and going for electronic
fund transfer
o Digitization of workflows needing approvals
o Using digital signatures and sending documents electronically to partners

Reaping Benefits

Implementing Green IT initiatives benefits not only the environment but the enterprise as
well. Here are some positive outcomes that we saw after embarking on our Green IT
mission:

1. Focus on Green IT provided excellent means for opportunity to care for the
society and environment
2. For the employees, it gave a sense of satisfaction and ownership as they feel that
they are also trying to contribute at their level in saving the environment
3. Many initiatives also helped to improve productivity in the organisation - e.g.
video conferencing, workflow automation, customer loyalty program automation,
electronic transfer of funds, digital signatures etc
4. Green IT has helped the IT team in day to day management - e.g. number of
servers to be managed reduced as we used virtualization, or number of printers to
be managed have reduced
5. There were direct savings in power consumption and cost thereof - whether at
datacenter or at user end it was not just considering power consumption by
equipment but also considering lower heat generation as the room requires
reduced air-conditioning.
6. Other savings include space, power and administrative cost savings at the
datacenter, reduced paper consumption costs, etc.

Today doing our bit for protecting the environment is something that touches every heart
at Hero MotoCorp and each and every employee is trying to contribute to this initiative
for a cleaner, greener planet.
 HERO'S MANDATE

Hero is a world leader because of its excellent manpower, proven management, extensive
dealer network, efficient supply chain and world-class products with cutting edge
technology from Company, Japan. The teamwork and commitment are manifested in the
highest level of customer satisfaction, and this goes a long way towards reinforcing its
leadership status

BOARD OF DIRECTORS

No. Name of the Directors Designation

1 Mr. Brijmohan Lall Munjal Chairman & Whole-time Director
2 Mr. Pawan Munjal Managing Director & C.E.O.
3 Mr. Toshiaki Nakagawa Joint Managing Director
4 Mr. Sumihisa Fukuda Technical Director
5 Mr. Sunil Kant Munjal Non-Executive Director
6 Mr. Suman Kant Munjal Non-Executive Director
7 Mr. Takashi Nagai Non-Executive Director
8 Mr. Yuji Shiga Non-Executive Director
9 Mr. Pradeep Dinodia Non-executive & Independent
Director
10 Gen. (Retd.) V. P. Malik Non-executive & Independent
Director
11 Mr. Analjit Singh Non-executive & Independent
Director
12 Dr. Pritam Singh Non-executive & Independent
Director
13 Ms. Shobhana Bhartia Non-executive & Independent
Director
14. Mr. M. Damodaran Non-executive & Independent
Director
15. Mr. Ravi Nath Non-executive & Independent
Director
16. Dr. Anand C. Burman Non-executive & Independent
 Director

BRIEF PROFILE OF DIRECTORS

MR. BRIJMOHAN LALL MUNJAL

Mr. Brijmohan Lall Munjal is the founder Director and Chairman of the Company and
the $ 3.2 billion Hero Group. He is the Past President of Confederation of Indian Industry
(CII), Society of Indian Automobile Manufacturers (SIAM) and was a Member of the
Board of the Country's Central Bank (Reserve Bank of India). In recognition of his
contribution to industry, Mr. Munjal was conferred the Padma Bhushan Award by the
Union Government.
Mr. Brijmohan Lall Munjal is currently on the board of the following companies:
No. Name of Company Nature of Office
1 Hero Honda Motors Limited Chairman and Whole-time Director
2 Hero Honda Finlease Limited Chairman and Director
3 Munjal Showa Limited Chairman and Director
4 Easy Bill Limited Director
5 Rockman Industries Limited Director
6 Shivam Autotech Limited Director

KEY MILESTONES OF HERO HONDA

Year Event
1983 Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan signed
Shareholders Agreement signed
1984 Hero Honda Motors Ltd. incorporated
1985 First motorcycle "CD 100" rolled out
1987 100,000th motorcycle produced
1989 New motorcycle model - "Sleek" introduced
1991 New motorcycle model - "CD 100 SS" introduced 00,000th motorcycle produced
1992 Raman Munjal Vidya Mandir inaugurated - A School in the memory of founder Managing
 Director, Mr. Raman Kant Munjal
1994 New motorcycle model - "Splendor" introduced 1,000,000th motorcycle produced
1997 New motorcycle model - "Street" introduced Hero Honda's 2nd manufacturing plant at
Gurgaon inaugurated
1998 2,000,000th motorcycle produced
1999 New motorcycle model - "CBZ" introduced Environment Management System of Dharuhera
Plant certified with ISO-14001 by DNV Holland
Raman Munjal Memorial Hospital inaugurated - A Hospital in the memory of founder
Managing Director, Mr. Raman Kant Munjal
2000 4,000,000th motorcycle produced Environment Management System of Gurgaon Plant
certified ISO-14001 by DNV Holland Splendor declared 'World No. 1' - largest selling single
two-wheeler model "Hero Honda Passport Programme" - CRM Programme launched
2001 New motorcycle model - "Passion" introduced One million production in one single year
New motorcycle model - "Joy" introduced 5,000,000th motorcycle produced
2002 New motorcycle model - "Dawn" introduced New motorcycle model - "Ambition"
introduced Appointed Virender Sehwag, Mohammad Kaif, Yuvraj Singh, Harbhajan Singh
and Zaheer Khan as Brand Ambassadors
2003 Becomes the first Indian Company to cross the cumulative 7 million sales mark
Splendor has emerged as the World's largest selling model for the third calendar year in a
row (2000, 2001, 2002)
New motorcycle model - "CD Dawn" introduced
New motorcycle model - "Splendor +" introduced
New motorcycle model - "Passion Plus" introduced
New motorcycle model - "Karizma" introduced
2004 New motorcycle model - "Ambition 135" introduced
Hero Honda became the World No. 1 Company for the third consecutive year.
Crossed sales of over 2 million units in a single year, a global record
Splendor - World's largest selling motorcycle crossed the 5 million mark
New motorcycle model - "CBZ*" introduced Joint Technical Agreement renewed,Total sales
crossed a record of 10 million motorcycles
2005 Hero Honda is the World No. 1 for the 4th year in a row
New motorcycle model - "Super Splendor" introduced
New motorcycle model - "CD Deluxe" introduced
New motorcycle model - "Glamour" introduced
New motorcycle model - "Achiever" introduced
First Scooter model from Hero Honda - "Pleasure" introduced
2006 Hero Honda is the World No. 1 for the 5th year in a row 15 million production milestone
achieved
2007 Hero Honda is the World No. 1 for the 6th year in a row

New 'Splendor NXG' launched

New 'CD Deluxe' launched

New 'Passion Plus' launched

New motorcycle model 'Hunk' launched

20 million production milestone achieved

2008 Hero Honda Haridwar Plant inauguration

New 'Pleasure' launched Splendor NXG lauched with power start feature
New motorcycle model 'Passion Pro' launched
New 'CBZ Xtreme' launched
25 million production milestone achieved
CD Deluxe lauched with power start feature
New 'Glamour' launched
2009 Hunk' (Limited Edition) launched Splendor completed 11 million production landmark

New motorcycle model 'Karizma - ZMR' launched Silver jubilee celebrations

New model Splendor Pro launchedLaunch of new Super Splendor and New Hunk
2010

New licensing arrangement signed between Hero and Honda

2011 Launch of new refreshed versions of Glamour, Glamour FI, CBZ Xtreme, Karizma
 Crosses the landmark figure of 5 million cumulative sales in a single year

2012 Migration of all products to Brand Hero.

Launch of Impulse, Maestro and Ignitor.

Debut in the AMA Superbike Racing in the US.

Strategic partnership with Erik Buell Racing (EBR) of USA.

2013 Neemrana Plant Foundation Stone laid.

Global Parts Centre Foundation Stone laid.

50 Million cumulative 2 wheelers production.

PROMINENT AWARDS TO THE COMPANY

Year Awards & Recognitions
2013 Green Pioneer Award - 2013
"Business Leader of the Year" Award by Hon'ble President of India, Shri. Pranab
Mukherjee, at the AlMA Managing India Awards 2013 on April 11, 2013
(Conferred on Mr. Pawan Munjal)
"Business Leader of the Year" Award in the Auto (Two Wheelers) category by
Deputy Chairman of the Planning Commission Mr. Montek Singh Ahluwalia, at
the NDTV Business Leadership Awards 2013 (Conferred on Mr. Pawan Munjal)
CFO of the year Award (Conferred on Mr. Ravi Sud)
2012
 Business Leader in Automobiles (two-wheelers) at the NDTV Profit Business
Leadership Awards 2012 (Conferred upon Mr. Pawan Munjal)
 Best value for Money Bike Maker and Best Advertising in Two Wheelers Category
at the Auto India Best Brand Awards 2012
 Digital Advertiser of the year at the Indian Digital Media Awards (IDMA) 2012
 Three awards (Launch Event of the year, Rural Engagement Progamme and
Live Patron Award for Marketing Excellence) at the WOW Awards organised by
EventFAQs Two-wheeler Manufacturer of the Year award by Bike India
magazine. Adjudged the "Bike Manufacturer of the Year" at the Economic Times
ZigWheels Car and Bike Awards.
 - CNBC Awaaz - Storyboard special commendation for "Effective rebranding of a new
corporate entity" by CNBC Awaaz Consumer Awards
- "Most Recommended Two-Wheeler Brand of the Year" award by CNBC Awaaz
2011
Consumer Awards
- Colloquy Loyalty Awards "Innovation in Loyalty Marketing International 2011"
for Hero GoodLife
- "Best Activity Generating Short or Long-Term Brand Loyalty" by the Promotion
Marketing Award of Asia Order of Merit for Hero GoodLife
- Ranked No 1 brand in the Auto (Two-Wheelers) category in the Brand Equity "Most
Trusted Brand" 2011 survey

Company of the Year awarded by Economic Times Awards for Corporate Excellence
2010
2008-09.

CNBC TV18 Overdrive Awards 2010 'Hall of Fame' to Splendor

NDTV Profit Car & Bike Awards 2010 -

Two-wheeler Manufacturer of the Year
CnB Viewers' Choice Two-wheeler of the Year (Karizma ZMR)

Bike Maker of the Year by ET-ZigWheels Car & Bike of the Year Awards 2009

2009 'Two-wheeler Manufacturer of the Year' by NDTV Profit Car & Bike Awards 2009
and Passion Pro adjudged as CNB Viewers' Choice two-wheeler

Top Indian Company under the 'Automobile - Two-wheelers' sector by the Dun &
Bradstreet-Rolta Corporate Awards

Won Gold in the Reader's Digest Trusted Brand 2009 in the 'Motorcycles' category

NDTV Profit Business Leadership Awards 2009 - two-wheeler category

2008 NDTV Profit Business Leadership Award 2008 - Hero Honda Wins the Coveted
"NDTV Profit Business Leadership Award 2008"
TopGear Design Awards 2008 - Hunk Bike of the Year Award
NDTV Profit Car India & Bike India Awards - NDTV “Viewers’ Choice Award” to
Hunk in Bike category
IndiaTimes Mindscape and Savile Row ( A Forbes Group Venture ) Loyalty Awards
- “Customer and Brand Loyalty Award” in Automobile (two-wheeler) sector
Asian Retail Congress Award for Retail Excellence (Strategies and Solutions of
business innovation and transformation) - Best Customer Loyalty Program in Automobile
category
NDTV Profit Car India & Bike India Awards - Bike Manufacturer of the year

Overdrive Magazine - Bike Manufacturer of the year

TNS Voice of the Customer Awards:
No.1 executive motorcycle Splendor NXG
No.1 standard motorcycle CD Deluxe

No. premium motorcycle CBZ Xtreme

2007 The NDTV Profit Car India & Bike India Awards 2007 in the following category:
Overall "Bike of the Year" - CBZ X-treme
"Bike of the Year" - CBZ X-treme (up to 150 cc category)

"Bike Technology of the Year" - Glamout PGM FI

"Auto Tech of the Year" - Glamout PGM FI by Overdrive Magazine.
"Bike of the Year" - CBZ X-treme by Overdrive Magazine.
Ranked CBZ X-treme "Bike of the Year" - by B S Motoring Magazine
“Most Trusted Company” , by TNS Voice of the Customer Awards 2006.
CD Deluxe rated as "No 1 standard motorcycle" by TNS Voice of the Customer Awards
2006.
2006 Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler
Company).
One of the 8 Indian companies to enter the Forbes top 200 list of world’s most reputed
companies.
 No. 1 in automobile industry by TNS Corporate Social Responsibility Award.

Best in its class awards for each category by TNS Total Customer Satisfaction Awards
2006:
Splendor Plus (Executive)
CD Deluxe (Entry)

Pleasure (Gearless Scooters)

Splendor & Passion - Top two models in two wheeler category by ET Brand Equity
Survey 2006

Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler
Company).
Top Indian company in the Automobile - Two Wheeler sector by Dun & Bradstreet -
American Express Corporate Awards 2006.

Hero Honda Splendor rated as India's most preferred two-wheeler brand at the Awaaz
Consumer Awards 2006

Certificate of Export Excellence for outstanding export performance during 2003-04 for
two-wheeler & three- wheelers - Complete (Non SSI) by Engineering Export Promotion
Council.

CORPORATE SOCIAL RESPONSIBILITY (CSR)

STAKEHOLDER TIES AT THE GRASSROOTS

Hero Honda Motors takes considerable pride in its stakeholder relationships, especially
ones developed at the grassroots. The Company believes it has managed to bring an
economically and socially backward region in Dharuhera, Haryana, into the national
economic mainstream.

An Integrated Rural Development Centre has been set up on 40 acres of land along the
Delhi-Jaipur Highway. The Centre-complete with wide approach roads, clean water, and
education facilities for both adults and children-now nurtures a vibrant, educated and
healthy community.

The Foundation has adopted various villages located within vicinity of the Hero Honda
factory at Dharuhera for integrated rural development. This includes:

Installation of deep bore hand pumps to provide clean drinking water.

Constructing metalled roads and connecting these villages to the National
Highway (NH -8).
Renovating primary school buildings and providing hygienic water and toilet
facilities.
Ensuring a proper drainage system at each of these villages to prevent water-
logging.
Promoting non-conventional sources of energy by providing a 50 per cent subsidy
on biogas plants.

The Raman Munjal Vidya Mandir began with three classes (up to class II) and 55
students from nearby areas. It has now grown into a modern Senior Secondary, CBSE
affiliated co-educational school with over 1200 students and 61 teachers. The school has
a spacious playground, an ultra-modern laboratory, a well-equipped audio visual room,
an activity room, a well-stocked library and a computer centre.

The Raman Munjal Sports Complex has basketball courts, volleyball courts, and
hockey and football grounds are used by the local villagers. In the near future, sports
academies are planned for volley ball and basket ball, in collaboration with National
Sports Authority of India.

Vocational Training Centre

In order to help local rural people, especially women, Hero Honda has set up a
Vocational Training Centre. So far 26 batches comprising of nearly 625 women have
been trained in tailoring, embroidery and knitting. The Company has helped women
trained at this centre to set up a production unit to stitch uniforms for Hero Honda
employees. Interestingly, most of the women are now self-employed.

Adult Literacy Mission

This Scheme was launched on 21st September, 1999, covering the nearby villages of
Malpura, Kapriwas and Sidhrawali. The project started with a modest enrolment of 36
adults. Hero Honda is now in the process of imparting Adult Literacy Capsules to another
100 adults by getting village heads and other prominent villagers to motivate illiterate
adults.
Marriages of underprivileged girls

Marriages are organized from time to time, particularly for girls from backward classes,
by the Foundation by providing financial help and other support to the families.

Rural Health Care

Besides setting up a modern hospital, the Foundation also regularly provides doorstep
health care services to the local community. Free health care and medical camps are now
a regular feature in the Hero Group's community outreach program
KEY POLICIES AN ENVIRONMENTALLY AND SOCIALLY, AWARE
COMPANY
At Hero Honda, our goal is not only to sell you a bike, but also to help you every step of
the way in making your world a better place to live in. Besides its will to provide a high-
quality service to all of its customers, Hero Honda takes a stand as a socially responsible
enterprise respectful of its environment and respectful of the important issues.

Hero Honda has been strongly committed not only to environmental conservation
programmers but also expresses the increasingly inseparable balance between the
economic concerns and the environmental and social issues faced by a business. A
business must not grow at the expense of mankind and man's future but rather must serve
mankind.
"We must do something for the community from whose land we generate our
wealth."
A famous quote from our Worthy Chairman [Link] Lall Munjal.
Environment Policy
We at Hero Honda are committed to demonstrate excellence in our environmental
performance on a continual basis, as an intrinsic element of our corporate philosophy.
To achieve this we commit ourselves to:
Integrate environmental attributes and cleaner production in all our business
processes and practices with specific consideration to substitution of hazardous
chemicals, where viable and strengthen the greening of supply chain.
Continue product innovations to improve environmental compatibility.
Comply with all applicable environmental legislation and also controlling our
environmental discharges through the principles of "alara" (as low as reasonably
achievable).
Institutionalise resource conservation, in particular, in the areas of oil, water,
electrical energy, paints and chemicals.
Enhance environmental awareness of our employees and dealers / vendors, while
promoting their involvement in ensuring sound environmental management.

Quality Policy

Excellence in quality is the core value of Hero Honda's philosophy.

We are committed at all levels to achieve high quality in whatever we do, particularly in
our products and services which will meet and exceed customer's growing aspirations
through:

Innovation in products, processes and services.

Continuous improvement in our total quality management systems.
Teamwork and responsibility.

Safety Policy

33
 Hero Honda is committed to safety and health of its employees and other persons
who may be affected by its operations. We believe that the safe work practices lead to
better business performance, motivated workforce and higher productivity.
We shall create a safety culture in the organization by:
Integrating safety and health matters in all our activities.
Ensuring compliance with all applicable legislative requirements. Empowering
employees to ensure safety in their respective work places. Promoting safety
and health awareness amongst employees, suppliers and contractors.
Continuous improvements in safety performance through precautions besides
participation and training of employees.

INTRODUCTION ABOUT PHOENIX DEALER PROFILE (PHOENIX

MOTORS)

PHOENIX MOTORS PVT LTD is dealership type of business. PHOENIX MOTORS

PVT LTD. is established on 21st march 2003. The business is running by only one man.
The owner name is ch .madhu mathi the firm is located at habsiguda in Hyderabad.
Generally the sale will be either on cash basis or on institutional basis. Bank
like ICICI, HDFC and CENTURION are providing loans to customers.
Advertising strategy of phoenix motors:
They are giving the ads through newspapers, wall paintings, hoardings
and field staff. They are upgrading sales by introducing the schemes, group bookings,
institutional sales and customer door-to-door activities.
Categorization of Staff members:
Staff members are categorized for technicians, 25 members are
allotted for field staff, 5 members are recruited for sales for persons, 5 persons are placed
for evaluating for spare parts, 5 members are allotted for managerial accounts and another
3 persons for cash transaction and other members are allotted for remaining work.
Customer relationship:

34
 They entertain the showroom providing a customer’s huge having
pool game, internet facility and television with home there system. They provide bile
maintenance programs on every week.
According to other dealers PHOENIX motors in first in sales and best in service. They
treat customer, is the very important person at PHOENIX motors customer satisfaction is
their motto, why because, they will satisfied customer is the best advertisement. They
provide better value for the customers and as well as employees also. At PHOENIX
motors the customer is the boss.
SALES STRATEGY OF PHOENIX MOTORS:
Average they are selling 28 vehicles per day. PHOENIX motors PVT L.T.D
is the A.P s NO.1 dealership in sales and other activities? It is a QLAD (qualify leader
through quality dealer). At PHOENIX motor they gave the quality service to the
customers why because ‘the cost is long forgotten but the quality is remembered for
ever”. They treat quality has a...
Q Quest for excellence
U Understanding customer’s needs
A Action to achieve customer’s appreciation.
L Leadership determined to be a leader
I involving all the people
T Team spirit to work for a common goal
Y Yard sticks to measure programs.
WARRANTY ON PROPRIETARY ITEMS:
Warranty on proprietary items like Tyros, Tubes and Battery etc, will be
directly handled by the respective original manufactures (OEM’s) except AMCO for
batteries and Dunlop and Falcon tires and Tubes. In case of any defect in proprietary
items, other than the above two mentioned OEM’S the dealers must approach the Brach
office dealer of the respective manufacture. For AMCO batteries and Dunlop and falcon
tires, tubes claims will be accepted at our authorized dealerships per the mutually agreed
terms and conditions between HERO and of these two OEM’s in case the claim is not
accepted for invalid reasons. Then the claim along with the refusal note form the OEM
can be sent to the warranty section at gorgon plan after due to recommendation of the
area service engineer. If any other six services or subsequent paid services is not availed

35
as per the recommended schedule given in the owner’s manual. If HERO recommended
engine oil is not used. To normal wear & tear components like bulbs, electric wiring,
filters, spark plug, clutch plates, braded shoes, fasteners, shim washers, oil seals, gaskets,
rubber parts (other than tyre and tube) plastic components, chain$ sprockets and in case
of wheel rim misalignment or bend.
If there is any damage due o modification or fittings of accessories other than ones
recommended by HERO. If the motor has been used in any competitive events like
tracking races or rallies. If there is any damage to the painted surface due to industrial
pollution or other extraneous factors. For clams made for any consequential damage due
to any previous malfunction. For normal phenomenon like noise, vibration, oil seepage,
which do not affect the performance of the motorcycles.
SOCIAL SERVICE ACTIVITIES
PHOENIX motors participate and conduct social service activities. Recently the
phoenix motors organized a BLOOD DONATION CAMP for the trust on 21 st January
[Link] motivated on the consumers to participated in this camp and also provide
certificate for the customers
THE MARKETED BIKES OF PHOENIX (All Hero Moto Corp.)

36
38
9
CUSTOMER RELATIONSHIP:

To entertain the customers the showroom providing a customers huge having

pool game, Internet facility and television with home theatre system. They provide
bike maintenance programs on every week. According to other dealers PHOENIX
motors in first in sales and best in service. They treat customer, is the very
important person at PHOENIX motors customer satisfaction is their motto, why
because, the well satisfied

customer is the best advertisement. They provide better value for the customers
and as well as employees also. At PHONIX motors the customer is the boss.

40
 CHAPTER-3
REVIEW OF LITERATURE

41
 REVIEW OF LITERATURE

About Customer Preference

Customer preference occurs when the experience obtained from transaction match
expectation. Customer may forget experience that match expectation although,
customers will generally notice and also remember those experience that deviated
from expectation.

This stage is particularly known as dissatisfaction results in to a feeling of dissonance

in case where an experience obtains from product/sender falls short of expectations.

In opposite situation i.e. state of satisfaction it may result in to repurchase of product/

service as case may be.

One has to accept the fact that people i.e., employee in an organization play a crucial
role in determining, and delivering of the level of service quality and ultimately
consumers satisfaction. It has been observed that even manufacturing organization
have gradually realized the fact that along with tangible offering, intangible customer
services the only possible distinct way to create a point of differentiation and
positioning in to the competitors. It is needless to state companies need to manage
customer contact effectively where the desired outcome is a satisfied customer.

Customer's satisfaction data customer data provides early warning sign of problems
before they show up in revenue and down in profit.

Customer satisfaction

Customer satisfaction is to the success. Getting your customer to tell you what’s good
about your products or services, and where you need improvement helps you to
ensure that your business measures up to their expectations. The Attached file
contains a customer satisfaction survey form designed to help gather. This important
information .it was designed to make it easy for customer to fill out and to make it
easy for you to quickly customize to exactly match your company activities.

42
 It also includes suggestion for distributing the form. Ensuring that customer
that will be return in the form and following up on comments.

Here are a few principles given by Steve smith.

 The goal is to exceed customer expectation.
 The more the employee satisfaction, the more the customer satisfaction.
 Customer satisfaction is necessary, but not sufficient how many times do
 Satisfied customer switch brands? Answer, a lot.
 All initiative must be derived from defined problems. For instance ,
 Dissatisfied customers don’t buy. That’s an example of a clear problem.
 Initiative must produce either measurable or conceptual benefits. Distinguish
between the two benefits types.
 The plan must be clear and congruent.
 The plan must be resonate with the VP and at least a minority of managers
who agree with the objective and initiative.

The following items amplify customer satisfaction given by Steve smith

 Quality of a company’s product and service.
 Quality of the relationship between the co agent the customer.

MANAGEMENT PROBLEM:

Through this project, the sales and operation manager want to know the post and pre
sales service performance and to analyze the satisfaction level by the feedback of the
customers. To know the quality of service and improvement to be made in the service
provided by HERO MOTOR BIKES

STATEMENT OF THE PROBLEM:

There are many two wheeler brands available in the market but customers go only for
a selected brand. This highly depends on the behavior of customers during the
purchase of vehicle. The customer preference may vary from each other, depending
on the factors like after sales service rendered by the dealers, brand name, price,
performance, mileage, etc. during the purchase of vehicle. These factors in two -
wheelers play a key role in ensuring the brand image and long term credibility of the
43
company. The behavior of customer changes rapidly before and after the purchase of
vehicle.
The researcher through this study has aimed to find out the factors affecting the pre-
purchase and post-purchase behavior of the customers and customer’s satisfaction on
various factors.

Research problem:

To find the problems faced by the customers and to know the new area of
improvement with the help of customer feedback.
Through this project, the sales and operation manager want to know the post sales
service performance and feedback of the consumers, Organization want to know the
quality of service and improvement to be made in the service provided by HERO
MOTOR BIKES

44
 CHAPTER-4
RESEARCH METHODOLOGY

45
 RESEARCH METHODOLOGY

Research methodology
Research methodology is a scientific and systematically way to solve research
problem. The methodology may differ from problem to problem. In a way research
methodology deals with research methods and taken into consideration. The logic
behind the methods we use,

It includes the research design, sampling procedure and data collection methods and
analysis procedure.

Research design
“A research design is the specification of methods and procedures for acquiring the
information needed. In this study, researcher used Descriptive Research. A research
design thus specifies, the type of information required the sources of the information
and the methods or techniques of data collection”.

SAMPLE DESIGN:
The study uses primary data collected from customers using HERO vehicle.
120 customers were selected for the study in COIMBATORE as sample area. In this
research, convenience sampling was adopted. Convenience sampling refers to the
collection of information from members of the population who are conveniently
available to provide it. Convenience sampling is most often used forgetting some
basic information quickly and efficiently.

Population for the current study

The population of the current study consist of 100 costumers

46
Source of data

Data sources refer to source from which the data are collected for conducting
the study. Two types of data are involved in the study are primary data and secondary
data. Out of which primary data is more important.

Primary data

The primary data are those, which are collected fresh for the first time by the
research through structural questionnaire.

Secondary data

The secondary data are those which have already been collected by someone
else for some other purpose. In this survey, mainly used secondary source of
organization magazines, other printed materials and also the website of the company.

Sampling technique

Simple random sampling

A simple random sample is a subset of a statistical population in which each

member of the subset has an equal probability of being chosen. An example of a
simple random sample would be names of 25 employees being chosen out of a hat
from a company of 250 employees

Data collection method

The primary source of data was collected from the costumers through
questionnaire method

Tools used for presenting data

For the presentation of collected data, percentage analysis, analysis, tables, bar
diagrams.

Percentage analysis

47
 Percentages are used for making comparison between two or more series of
data to describe the relationship percentages are used to compare the relative items,
the distribution of two or more series of data.

CHAPTER - 5

DATA ANALYSIS

AND INTERPRETATION

48
 ANALYSIS AND INTERPRETATION

1. Are you belonging to which age group in the following?

percentage
Response No of Customers

Below 20 8 8

21-30 40 40

31-40 25 25

41-50 17 17

Above 50 10 10

Total 100 100

Interpretation:
The highest number of respondents falls in the age group 20-40. The rest of the
population under study can be listed in the following descending order of distribution
– the working age group, the older age group, the middle age group, and senior
citizens

49
Are you belonging to which age group in the following?

50
 2. Will you prefer which following model of HERO model?

Percentage
Response No of Customers

SPLENDER 48 48

CD DAWN 6 6

GLAMOUR 10 10

PASSION PRO 15 15

ZMR 12 12

IMPULSE 9 9

Total 100 100

Interpretation:
In the HERO bikes the customers are giving more preference to HERO XL ,
Star city series & Victor series rather than Scooty series, Apachi and PEP series.

51
Will you prefer which following model of HERO model?

52
 [Link] you belonging to which income level respondent?

Percentage
Response No of Customers

Below 3000 19 19

3001-6000 39 39

6001-8000 11 11

8001-10000 9 9

Above 10,000 22 22
100
Total 100

Interpretation:
In the base of economically, It is used in the base of income i.e. 19% income
group below 30000, 39% of 3001-6000, 11% of 8001-10000 and rest of used in the
rarely above income 10,000.

53
.Are you belonging to which income level respondent?

54
 4. What type of occupation does the consumer belonging?

Percentage
Response No of Customers

Farmer 20 20

Private employee 34 34

Government employee 10 10

Student 7 7

Business 29 29
100
Total 100

Interpretation:
Occupationally and professional the motor bike has been used i.e. 20%
preferred by farmers, 34% preferred by private employees and 10% preferred by
government employees & 7% preferred by students and remaining 29% preferred by
business people.

55
56
 5. Mostly on what type of purpose respondent use vehicles?

Percentage
Response No of Customers
83
Personal use 83
17
Official use 17
100
Total 100

Interpretation:
With the above analysis, from the 100 respondents, 83% are using for the
purpose of personal , and the remaining 13% of respondents are using for official .

57
58
 6. What type of purchase mode of the bike does respondent prefer?

Percentage
Response No of Customers
58
Reddy cash 58
24
Bank loan 24
18
Private loan 18
100
Total 100
Interpretation:

With the above analysis, from the 100 respondents, 58% people are prefer to
buy in ready cash mode & 24% people are prefer to buy using bank loan and
remaining 18% people are prefer to busy using private loan.

59
60
 7. What type of opinion does respondent see on price?

Percentage
Response No of Customers

Highly satisfied 10 10

Satisfied 60 60

Neutrally satisfied 10 10

Not satisfied 12 12

Highly not satisfied 8 8

100
Total 100

Interpretation:
Out of the responses obtained from 100 customers 10% said that they highly
satisfied regarding price, 60% said that they satisfied, 22% said that they not satisfied
and 8% said that they highly not satisfied.

61
62
 8. How customer preferences before purchasing the bike?

Percentage
Response No of Customers

Brand Name 15 15

Price 19 19

Performance 28 28

Mileage 21 21

After sale service 17 17

1000
Total 100

Interpretation:
From the above it can be stated that general normally any one while
purchasing a four wheeler most of the members are seeing 28% of members are
seeing performance and 21 % of members are seeing Mileage And 19% of members
are seeing PRICE and 17% of members are seeing after sale services and 17% of
members are seeing Brand Image.

63
64
9. What education qualification of respondent belonging?

Percentage
Response No of Customers

Illiterate 20 20

School level 2 2

College level 35 35

Others 43 43
100
Total 100

65
 10. What are the opinions does the respondent have after sale services?

Percentage
Response No of Customers

Highly satisfied 14 14

Satisfied 45 45

Neutrally satisfied 32 32

Not satisfied 8 8

Highly not satisfied 1 1

100
Total 100

Interpretation:
In the base of education qualification, with the above analysis, from the 100
respondents, 20% of the people are illiterate and 2% of the people are school level &
35% of the people are college level and remaining 43% of the people are others.

66
67
 11. About convenience does the respondent are satisfying when the delivered as
per the allotment times?

Percentage
Response No of Customers

Highly satisfied 25 25

Satisfied 40 40

Neutrally satisfied 15 15

Not satisfied 10 10

Highly not satisfied 10 10

100
Total 100
Interpretation:
In the base of education qualification, with the above analysis, from the 100
respondents, 20% of the people are illiterate and 2% of the people are school level &
35% of the people are college level and remaining 43% of the people are others.

68
69
 12. Do you feel the service charges /repair charges were reasonable?

Percentage
Response No of Customers

Excellent 28 28

Good 38 38

Bad 24 24

Very poor 10 10
100
Total 100

Interpretation:
In the sample taken out of 100 respondents 28% of the people feel service
charges/repair charges were Excellent & 38% of the people says good. On the other
hand 24% of the people says bad and remaining 10 % of the people feel the service
charges/repair charges were very poor.

70
71
 13. Do you recommend your friends to purchase?

Percentage
Response No of Customers
71
Yes 71
29
No 29
100
Total 100

Interpretation:
A look at the chart shows that 71% of the members are suggesting to friends
and 29% of the members are not suggesting.

72
73
 14. Satisfaction level of quality of service after sale being provided?

Percentage
Response No of Customers

Highly satisfied 55 55

Satisfied 25 25

Neutrally satisfied 12 12

Not satisfied 8 8

Highly not satisfied 0 0

100
Total 100

Interpretation:
Out of the responses obtained from 100 customers 55 % said that they highly
satisfied of quality of service after sale being provided, 25% of the people are
satisfied, 12% of the people are neutrally satisfied and 8% of the people that they
highly not satisfied of quality of service after sale being provided.

74
75
 15. What is the opinion regarding mileage of the preferred bike?

Percentage
Response No of Customers

Highly satisfied 40 40

Satisfied 30 30

Neutrally satisfied 15 15

Not satisfied 10 10

Highly not satisfied 5 5

100
Total 100

Interpretation:
Out of the responses obtained from 100 customers 40% said that they highly
satisfied regarding Mileage of the bike, 30% said that they satisfied, 15% said that
they neutrally satisfied and 10% said that they not satisfied and remaining 5% said
that they highly not satisfied about mileage of the preferred bike.

76
77
 16. On what basis do you prefer to buy HERO model?

Percentage
Response No of Customers

Product variety 21 21

Brand 24 24

Pricing 35 35

Offers 20 20
100
Total 100

Interpretation:
From the above table it is shown that 35% of the respondents are citing Price
as the factor. While 24% cited brand image as the reason for choosing the service
21% cited Product variety as the factor. As far as Offers is concerned only 20% of the
respondents have quoted it as the reason for choosing this service.

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 17. What type of service betterment do you expect from HERO motors?

Percentage
Response No of Customers

Better Service 45 45

Better settlements & claims 35 35

Better returns 15 15

Others 5 5
100
Total 100
Interpretation:
From the source of field survey, out of 100 respondents 45% of the people
expect betterment of service from HERO motors & 35% of the people better
settlements and claims & 15% of the people better returns & 5% of the people need
other futures in HERO motors.

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 18. Based on your overall experience would you visit this service center again?

Percentage
Response No of Customers

Yes 72 72

No 28 28
100
Total 100
Interpretation:
According to my survey 72% of people like to say that, they are recommended
to visit this service centre again & 28% of the people are not recommended to visit
this service centre again.

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 19. Did you find service centre staff co-operative, Courteous & polite?

Percentage
Response No of Customers

Excellent 21 21

Satisfied 45 45

Average 23 23

Not satisfied 8 8

Highly not satisfied 3 3

100
Total 100

Interpretation:
Out of 100 respondents 21% of the people say excellent service centre staff
very co-operative in HERO motors. 45% of the people satisfied & 23% of the people
average & 8% of the people are not satisfied and remaining 3% people are highly not
satisfied.

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 20. Why do you prefer for this service?

Percentage
Response No of Customers

Convenience 53 53

Economical 30 30

Security 4 4

Features 13 13
100
Total 100
Interpretation
In today’s busy world convenience seems to be the most overriding factor. It is
clear that 53% of the respondents have preferred this service due to easy & hands free
availability, making it convenient to use it. On the other hand 30% have said economy
of the service, and 4% of the respondents said that security as their choice. While 13%
said features as the reason for preferring the service.

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 FINDINGS

 Majority of the respondents in the age group between 21 – 30 years are using
HERO XL Super series and majority of the respondents in the income level of
Rs. 3001 – 4000 are satisfied with the price of HERO vehicle.

 Majority of the respondents are using the vehicle for personal use and they had
taken test drive before purchase. Most of the respondents in the school level
education and they are satisfied with the after sales service provided by the
dealer.

 Majority of the respondents feel comfort with the after sales service and they
recommend the HERO brand to others.

 HERO vehicles are mainly preferred for its Power & Pickup and Safety &
Comfort. Majority of the respondents are satisfied with the Design / Style and
Safety & Comfort and also feel that the performance of HERO is good.

 Majority of the respondents using XL Super series belongs to the occupation of

business and private employees and majority of the respondents get aware
through Friends & Relatives belongs to the occupation of private employees and
business persons.

 Most of the respondents (72%) are satisfied with the service of the salesman and
least number of respondents(28%) are not satisfied.

 To most of the respondents (85%) the vehicle is delivered on promised time.

Only two few of the respondents (15%) vehicle is not delivered on promised
time.

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 60% of the respondents were offered test drive and 40% of Respondents were not
offered the test drive.
 According to the survey 30% of the respondents feel good and 24% Of
respondents feel satisfactory and 22% of the respondents feel excellent 18% of
respondents feel moderate and 6% of respondents feel unsatisfactory.
 Most of the respondents (34%) are satisfied and 26% of respondents Are niether
neither satisfied nor satisfied 18% of respondents are dissatisfied 14% of
respondents are not at all satisfied and 8% respondents are fully satisfied.

 Most of the respondents (60%) feel brand name is important 40% of the
respondents feel brand name is not important.

 Most of the respondents feel mileage (80%) price (75%) and low maintenance
(60%) and 30% of respondents feel brand name is important 20% of respondents
feel wide range of respondents is important.

 38% respondents purchased Vehicles before 3 years 32% of Respondents

purchased before 1- 2 years 18% of respondents Purchased before 6 months and
12% of respondents purchased before 3 – 5 years.

 Most of the respondents are need of less labour charges (35%)And Service in
time (32%) and 18% of respondents need reliable Service and few of the
respondents need well trained mechanics (8%) And availability of Spares (7%).

 Most of the respondents face the problem of delay in service (39%)And high
price of spare parts (36%) some of the respondents face problem of not easily
availability of spares (17%) and low quality Of spare parts (7%).

 Most of respondents rate the service performance as good (42%) And Average
(33%) some of the respondents rate as very good (16%) And bad (9%).
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 Most of the respondents are need of increase in number of service stations to
reach maximum number customers.

 Most of the respondents have complaint about delay in availability of spare parts
and high price.

SUGGESTIONS

 HERO Motors has to update its technology to meet the changing customer
needs and preferences to cope up with the competitions in the market.

 Mileage can be improved to increase customer satisfaction as the price of

petrol is high.

 Offers & Discounts can be given by the dealers to delight the loyal customers.
Helmet and its holder can be provided as a gift for the new customers.

 Though customers are satisfied by the free service offered by the dealers,
adequate steps might be made to increase the quality in services that will result
best in customer satisfaction.

 The company can increase the service stations and reduce their service
charges.

 To fulfill the needs of the respondents Lotus HERO should set new branches
in the Anantapuramu and near surroundings to reach the maximum number
customers.

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 According to the survey most of the respondents are in the need of the
improvement in providing service in time and lesslabour charge Lotus HERO
should take action by recruiting well trained service staff and. And implement
machineries to provide service in time.

 To know the problems faced by the customers at the time of post sale service
should conduct free check up camps and collect the feedback of at the time of
service.

CONCLUSION
 HERO is one of the largest automobile industries in India. It has created a
notable place in the minds of the people.

 Its growth has created a milestone changes in the preference for two wheelers.

 But new arrivals of various other brands have really shaken its market in an
expected manner.

 But better services like after sales service, free service, customer relation will
retain the existing user in the same brand.

 Preference should be given not only in expanding the market.

 This can be successfully carried out only by rendering services in a satisfying

manner.

 If it is properly executed then the company will be ranked first in the market.

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 A company which wants to target a particular segment should change its
marketing plan to suit the needs of its target group.

 Thus the behavioral changes of customers before and after the purchase of
vehicle is based on the performance of vehicle and after sales service provided
by the dealers.

 Most of the respondents are satisfied with the services of Lotus HERO motors.

 Less labour charge and service in time service in time and increase in number
of service station they are three major parameters in demand.

 The sale of scooty and victor are high as compared other vehicles.

 Most of the respondents feel good about HERO two-wheeler vehicles.

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 QUESTIONAIRE
Customer preference and satisfaction level towards HERO motors
NAME : (M) (F)
PROFESSION :
QUESTIONARIES
1. Are you belonging to which age group in the following?
Below 20
21-30
31-40
41-50
Above 50

2. Will you prefer which following model of HERO model?

HERO XL
SCOOTY SERIES
PEP SERIES
VICTOR SERIES
STAR CITY SERIES
APACHI SERIES

3. ARE YOU BELONG TO WHICH INCOME LEVEL RESPONDENT?

Below 3000
3001-6000
6001-8000
8001-10000
Above 10,000
4. What type of occupation does the consumer belonging?
Farmer
Private employee
Government employee
Student
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Business

[Link] on what type of purpose respondent use vehicles?

Personal use
Official use
[Link] type of purchase mode of the bike does respondent prefer?
Reddy cash
Bank loan
Private loan
[Link] type of opinion does respondent see on price?
Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied
[Link] customer preferences before purchasing the bike?
BRAND NAME
PRICE
Performance
Mileage
After sale service
[Link] education qualification of respondent belonging?
Illiterate
School level
College level
Others
[Link] are the opinions does the respondent have after sale
services?
Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied
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[Link] convenience does the respondent are satisfying when the
delivered as per the allotment times?
Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied

12. Do you feel the service charges /repair chargeswere reasonable?

Excellent
Good
Bad
Very poor

13. Do you recommend your friends to purchase ?

Yes
No

14. Satisfaction level of quality of service after sale being

provided?
Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied

[Link] is the opinion regarding mileage of the preferred bike?

Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied
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[Link] what basis do you prefer to buy HERO model?
Product variety
Brand
Pricing
Offers

[Link] type of service betterment do you expect from HERO

motors?
Better Service
Better settlements & claims
Better returns
Others

[Link] on your overall experience Would you visit this service

center again?
Yes
No

19. Did you find service center staff co-operative, Courteous & polite?
Excellent
Satisfied
Average
Not Satisfied
Highly not satisfied

20. Why do you prefer for this service?

Convenience
Economical
Security
Features

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 BIBLIOGRAPHY

 Market Research by Tull and Hawkins

 Marketing Management by Philip Kotler
 WWW. [Link]
 [Link]
 [Link]

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