A STUDY ON CUSTOMER SATISFACTION

LEVEL TOWARDS HONDA ACTIVA IN

MADURAI CITY
CHAPTER-1

INTRODUCTION:

“Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing

a product’s perceived performance in relation to his or her expectation”. As the definition
makes it clear, satisfaction is a function of perceived performance and expectations. If the
performance falls short of the expectations of the customer, the customer is dissatisfied. If the
performance exceeds the expectations, the customer is highly satisfied or delighted. Many
companies are aiming for high satisfaction because customers who are just satisfied still find it
easy to switch, when a better offer comes along. Those who are highly satisfied are much less
ready to switch. High satisfaction or delight creates an emotional affinity with the brain, not
just a rational preference. The result is high customer loyalty. In this highly competitive world
customers plays a very important role. Thus, if a company wants to survive then it should look
forward to the determinants of customer satisfaction. Though it is a very subjective issue that
differs from individual to individual yet, identifying some basic parameters of customer
satisfaction is important. India is the second largest manufacturer of two wheelers in the world.
It stands next only to Japan and China in terms of the number of two wheelers produced and
sold respectively. The two wheelers market has had a perceptible shift from a buyer’s market
to a seller market with a variety of choices. Players will have to complete 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. All
the three segments, motor cycles, scooters and mopeds have witnessed capacity additions over
the years. In recent times, only the motorcycle segment is expected witness higher demand
while the scooter and mopeds supply will outstrip demand.

Page 1
STATEMENT OF PROBLEM:
Customer satisfaction provides an indication of how successful the organization is in
providing products and services to the market. Organizations need to retain existing customers
while targeting non¬ customers. So, to retain the customers for a longer time the marketer has
to know the customer satisfaction level. There are many types of two wheelers that play an
essential role in fulfilling the needs of customers. The customer’s needs are more dynamic.
Their needs and preferences change as per the current scenario. The development of the two
wheeler industry mainly depends on customer’s satisfaction. The following questions may arise
regarding customer satisfaction. What are the reasons that affect two-wheeler purchasing?
What are the features in Honda Activa bike that increases the satisfaction level of customers?
To find the solution to these questions, the study has been carried out.

OBJECTIVES OF THE STUDY:

➢ To analyse the socio economic background of customers in Coimbatore city.
➢ To know about the customer satisfaction level towards Activa.
➢ To examine the factors influence to buy in Activa.
➢ To know about the perception of the public towards Activa.

SCOPE OF THE STUDY:

A study is purely is based on the survey conducted in Coimbatore city and the customers are
focused on Activa. The study covers the information about the mindset which may vary. The
research has been conducted about customer satisfaction and attitude towards Activa.

HISTORY OF THE COMPANY

Page 2
 Honda has been the world's largest motorcycle manufacturer since 1959, reaching a
production of 400 million by the end of 2019, as well as the world's largest manufacturer of
internal combustion engines measured by volume producing more than 14 million internal
combustion engines each year. Honda became the second-largest Japanese automobile
manufacturer in 2001. Honda was the eighth largest automobile manufacturer in the world in
2015.
Honda was the first Japanese automobile manufacturer to release a dedicated luxury brand,
Acura in 1986. Aside from their core automobile and motorcycle businesses, Honda also
manufactures garden equipment, marine engines, personal watercraft and power generators,
and other products. Since 1986, Honda has been involved with artificial intelligence/robotics
research and released their ASIMO robot in 2000.

LIMITATIONS OF THE STUDY:

➢ Time constraints: Due to shortage or less availability of time it may be possible
that all the related and concerned aspects may not be covered in the project.
➢ Analysis done is limited in the availability of data.

Page 3
 ➢ Mismatch between purpose collected and purpose used.
➢ Desired information may be unavailable or out of date.
➢ The conclusions derived from the report cannot be generalized.

CHAPTERIZATION:
CHAPTER-1:
➢ Introduction of the study.
➢ Statement of problems.
➢ Objective of the study.
➢ Scope of the study.
➢ History of the company.
➢ Limitations of the study.

CHAPTER-2:
➢ Research Methodology
• Design of research
• Sources of data
• Sample size
• Sample design
• Method of data collection
• Area of study
• Period of study
• Tools used for the study

CHAPTER-3:
➢ Data analysis and Interpretation.

CHAPTER-4:
➢ Findings, suggestions and conclusion of the study.

Page 4
Honda Activa The Honda Activa is a motor scooter made by Honda Motorcycle and Scooter
India (HMSI). It was launched in India in May 1999. Production in Mexico began in 2004.
[2] It is a 109/125 cc, 7 bhp (5.2 kW) scooter. The vehicle has the option of kickand self-
start.

Honda Activa 6g

MANUFACTURER : honda motorcycle and scooter india honda de mexico

PRODUCTION : 2001-present;
ENGINE : 125cc (7.6 cu in ) or 109cc (6.7 cu in ),air cooled,OHC four stroke single
POWER : 7bhp (5.2 kw) or 8bhp(5.71 kw) in 2009 model
TORQUE : 8.74 Nm
TRANSMISSION : CVT
SUSPENSION : bottom link with spring-loaded hydraulic damper(front), unit swing with
spring-loaded hydraulic damper
BRAKES : drum 130mm(front & rear ) with CBS ( only in 2009 model )
WHEELBASE : 1,238 mm(48.7in)
DIMENSIONS : L:1,761mm (69.3 in)
W: 710mm (28 in)
H : 1,147mm (45.2 in)
SEAT HEIGHT :765mm (30.1 in)

Page 5
FUEL CAPACITY : 5.75 (1.26 imp gal
1.52 US gal) or 5.3 l (1.2 imp gal; 1.4 US gal) in 2009
model

HISTORY :
Honda began selling a new version of the Activa in the Indian market on 8 May 2009, with a
new 109 cc (6.7 cu in) engine. Honda said the Fuel economy was improved by 15%. [3] In
April 2014, Honda began an upgraded model of Activa with a 125 cc (7.6 cu in) engine and
rebranded the model as Activa 125. Currently, both Activa-i and Activa 125 are sold in India
along with traditional Honda Activa . Honda began selling the Activa-i in India, a cheaper
and lighter version of the Activa, in HistoryDecember 2013. It is powered by a 110 cc (6.7
cu in) engine. On September 22, 2015, Honda announced that they had sold over 1 million
Activas in five months in the Indian market, from April to August. [4] Honda launched their
5th generation of Honda Activa in 2018, [5] and the sixthgeneration Honda Activa 6G have
been launched in India with prices starting at ₹ 63,912 (ex-showroom, Delhi).

MILESTONES :
In April, 2014, The Economic Times reported the Honda Activa to be the best selling two
wheeler in India, outselling the MilestonesHero Splendor. During the month of September
2013, 141,996 Honda Activa scooters were sold, [6] nearly equal to Honda's entire annual
sales in North America. [7] The 110cc Activa is the company's biggest seller, by far. It is
responsible for over 2,00,000 sales units each month. In November 2018, HMSI crossed the
2.5 crore sales mark in the scooter segment. It has become the first company to reach this
milestone and the biggest contributor to this massive figure is the Honda Activa. [8]It took
Honda 13 years to achieve the one crore sales figure, but it managed to add another crore in
the span of just three years. It then went on to achieve the next 50 lakh in just one year.
Honda claims that it is now India's top scooter-selling brand, holding 57 percent of the
market share. Honda has also said that every second scooter sold in India is one of theirs.

AWARDS :
2001
❖ Scooter of the Year 2001 (BS Motoring)
Page 6
2002
❖ Scooter of the year by overdrive magazine

2007
❖ Best automobile brand of india 2007 ( planman media )

2008
❖ Scooter Customers Satisfaction No.1 - CNBC TV18 - Auto Car "Auto Awards
2008

2009
❖ Scooter of year – ET zigwheels awards 2009

2018
❖ DROOM – Buyer’s Choice Scooter Of The Year
❖ DROOM – Dealer’s choice scooter of the Year
❖ DROOM – Jury’s choice scooter of the Year
❖ Most sold scooter on Droom

2019
❖ Jury’s choice Pre-Owned Scooter of the year (Droom Pre-Owned Auto
awards)
❖ Buyer’s Choice Pre-Owned Scooter of the Year (Droom Pre-Owned Auto
awards)

GALLERY :

Page 7
HONDA ACTIVA 2010 MODEL

BLACK HONDA ACTIVA 2010 MODEL

LINEUP OF HONDA ACTIVAS,BS3 MODEL

BLACK HONDA ACTIVA IN BAKKANAPALEM

Page 8
 HONDA ACTIVA PASSING BY AN AUTO RICKSHAW IN
KRISHNAGIRI

2001 HONDA ACTIVA IN TAMIL NADU

REFERENCE :

1. Honda india archeived frome the orginal on September 2012.retrieved 12 october 2012.
See specification/engine
2. History,honda Mexico,retrived 2012-04-18
3. Honda 2 wheelers in india . archeived from the original on 2009-08-13.retrieved 2012-
09-12.see features,click on relevant areas
4. “honda makes history,sells over million activaas in first 5 months”.the economic
times.2015-09-22.retrieved 2018-06-11
5. “honda active 5g launched in india ,prices start at Rs.52,460-NDTV car and bike”.car
and bike.retrived 2019-01-18
6. “Honda overtakes splendor “ ,zigwheels, The economic times, April 2014
7. Blake bos (January 25,20140, 5 of the World’s best-selling motorcycle Brands
8. “Honda scooter sales cross 2.5crore mark in India

Page 9
 CHAPTER 3 RESEARCH METHODOLOGY

Research methodology is a way to resolve the research problem in a systematic manner. It

may understand as a science of studying how the research is done significantly. The
methodology may differ from problem to problem, yet the basis approach towards the research
remains the same.

DESIGN OF RESEARCH:
The research will be exploratory research in this study.

SOURCES OF DATA:
➢ Primary Data.
➢ Secondary Data.

PRIMARY DATA:
The study is based on primary data. The data for the study is collected through questionnaire.

SECONDARY DATA:
The Secondary data has been collected which includes Journals, Magazines and Websites.

SAMPLE SIZE:
The sample size consisting of 110 respondents in this study.
AREA OF STUDY:
Coimbatore is the place which has been used in this study.
PERIOD OF STUDY:
The period of study is from January to March 2020.
SAMPLE DESIGN:
Respondent was selected by using convenience sampling method.
TOOLS:
➢ Presentation Tool.
➢ Analytical Tool.

PRESENTATION TOOL:
In this study Charts has been used for Presentation tool.

Page 10
ANALYTICAL TOOL:
In this study Percentage analysis has been used for Analytical tool.

CHAPTER-IV

DATA ANALYSIS AND INTREPRETATION

Page 11
This chapter deals with analysis and interpretation of data. The data is collected through structured
questionnaire method.

The data is analysed and presented in the form the table with necessary interpretation.

The data analysed and interpreted on the basis of

A. Socio economic status of respondents

• Gender
• Age
• Family
• Education Qualification
• Occupation
• Monthly Income
B. Extent to the study on consumer satisfaction in Honda Activa.

TABLE 4.1 TABLE SHOWING AGE OF THE RESPONDENTS

S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 18-25 66 60%

Page 12
 2 26-35 26 23.6%
3 36-45 6 5.5%
4 45& Above 12 10.9%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION
This table shows that out of given respondents 60% from 18 to 25 age groups and
24% from 26 to 35 age groups and 5% from 36 to 45 age groups and 11% from 45
and above age groups.

Most of the 60% of the respondents from 18 to 25 age group.

CHART 4.1 CHART SHOWING THE AGE OF THE RESPONDENTS

Page 13
45 & above

36-45

10.90%
26-35

18-25 5.50%

0%
10%
20% 23.60%
30%
40%
50%
60%
70% 60%

Age of the
respondents

TABLE 4.2 TABLE SHOWING THE GENDER OF THE RESPONDENT

S.NO PARTICULARS RESPONDENTS PERCENTAGE

Page 14
 1 Male 55 50%
2 Female 55 50%
3 Prefer not to say 0 0%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION
This table shows that out of given respondents 50% from male and 50% from female.

Most of the 50% respondents from Male and Female.

CHART 4.2
CHART SHOWING THE GENDER OF THE RESPONDENTS

Page 15
 Gender of the respondents

Female 50%

Male 50%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

TABLE 4.3 TABLE SHOWING THE OCCUPATION OF

THE RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE

Page 16
 1 Student 59 53.6%
2 Self employed 31 28.4%
3 Private employee 17 15.6%
4 Government 3 2.4%
employee
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 54% from student and 28% from self employed
and 15% from private employee and 3% from government employee.

Most of the 54% respondents from student.

CHART 4.3

Page 17
 CHART SHOWING THE OCCUPATION OF THE RESPONDENTS

Government employee 2.40%

Private employee 15.60%

Self employed 28.40%

Student 53.60%

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%

Respondents

TABLE 3.4 TABLE SHOWING THE SIZE OF FAMILY OF THE

RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE

Page 18
 1 2 to 3 36 32.7%
2 3 to 5 55 50%
3 More than 5 19 17.3%
TOTAL 50 100%
SOURCE: Primary data.

INTREPRETATION
This table shows that out of given respondents33% from 2 to 3 members and 50% from 3 to
5 members and 17% from more than 5 members.

Most of the 50% respondents from 3 to 5 members.

CHART 4.4 CHART SHOWING THE SIZE OF FAMILY OF THE

RESPONDENTS

Page 19
More than 5

3 to 5
17.30%

2 to 3
50%

0.00%
10.00%
20.00% 32.70%
30.00%
40.00%
50.00%
60.00%

Respondents

TABLE 4.5 TABLE SHOWING THE TYPE OF FAMILY OF THE

RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Nuclear family 79 71.8%

Page 20
 2 Joint family 31 28.2%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 72% from nuclear family and 28% from joint
family.

Most of the 72% respondents from Nuclear family.

CHART 4.5 CHART SHOWING THE TYPE OF FAMILY OF THE

RESPONDENTS

Page 21
 Joint family

Nuclear family

0.00% 28.20%
10.00%
20.00%
30.00%
40.00% 71.80%
50.00%
60.00%
70.00%
80.00%

Respondents

TABLE 4.6 TABLE SHOWING THE INCOME OF THE FAMILY OF

THE RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 150000-250000 59 53.6%

Page 22
 2 250000-350000 33 30%
3 350000-500000 9 8.2%
4 500000& above 9 8.2%
TOTAL 50 100%
SOURCE: Primary data

INREPRETATION

This table shows that out of given respondents 54% from 150000-250000 and 30%
from 250000-350000 and 8% from 350000-500000 and 8% from 500000 and above.

Most of the 54%repondents from 150000-250000

CHART 4.6

Page 23
 CHART SHOWING THE INCOME OF FAMILY OF THE
RESPONDENTS
Category 4

8.20%
350000-500000

8.20%
250000-350000

30%
150000-250000

0.00% 53.60%
10.00%
20.00%
30.00%
40.00% 50.00% 60.00%

Respondents

Page 24
TABLE 4.7 TABLE SHOWING THE QUALIFICATION OF THE
RESPONDENTS

S.NO PARTICULARS RESPONDENTS PERCENTAGE

1 SSLC 16 14.5%
1. D2 HSC 12 11%
O 3 UG 58 52.7%
4 PG 24 21.8%
TOTAL 50 100%
S
SOURCE: Primary data

INTREPRETATION
This table shows that out of given respondents 14% from SSLC and 11% from HSC and 53%
from UG and 22% from PG.

Most of the 53% of the respondents from UG.

Page 25
 CHART 4.7 CHART SHOWING THE QUALIFICATION OF THE RESPONDENTS
PG

21.80%
UG

52.70%
HSC

11%
SSLC

0.00% 14.50%
10.00%
20.00%
30.00%
40.00% 50.00% 60.00%

Respondents

Page 26
TABLE 4.8 TABLE SHOWING THAT RESPONDENTS HAVING TWO
WHEELERS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Yes 78 70.9%
2 No 32 29.1%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 71% from yes and 29% from no.

Most of the 71% respondents from Yes.

Page 27
 CHART 4.8 CHART SHOWING THE RESPOBDENTS HAVNG TWO
WHEELERS

No

Yes

0.00% 10.00%29.10%
20.00% 30.00% 40.00% 50.00% 60.00% 70.00%80.00%

70.90%

Respondents

TABLE 4.9 TABLE SHOWING THE RESPONDENTS TO KNOW

ABOUT HONDA ACTIVA
S.NO PARTICULARS RESPONDENTS PERCENTAGE

Page 28
 1 Advertisement 27 24.5%
2 Newspaper 16 14.5%
3 Friends 27 24.5%
4 Radio 11 10%
5 Relatives 29 26.4%
TOTAL 50 100%
SOURCE: Primary data.

INTREPRETATION

This table shows that out of given respondents 24% from advertisement and 15% from newspaper
and 25% from friends and 10% from radio and 26% from relatives.

Most of the 26% of the respondents from Relatives.

CHART 4.9

Page 29
 CHART SHOWING THE RESPONDENTS TO KNOW ABOUT HONDA ACTIVA
Relatives

Radio 26.40%

Friends
10%
Newspaper

Advertisement 24.50%

0.00%
5.00%
10.00% 14.50%
15.00%
20.00%
25.00%
30.00%
24.50%
Respondents

Page 30
 TABLE 4.10 TABLE SHOWING THE PREFERENCE OF
HONDA ACTIVA OF THE RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Cheaper 7 6.3%
2 Good mileage 39 35.5%
3 Easy to drive 40 36.4%
4 Company’s image 17 15.5%
5 Others 7 6.3%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 6% from cheaper and 36% from good mileage
and 36% from easy to drive and 16% from company’s image and 6% from others.

Most of the 36 % of the respondents from Good Mileage and Easy to drive.

CHART 4.10

Page 31
 CHART SHOWING THE PREFERENCE OF HONDA ACTIVA OF THE
RESPONDENTS

Others 6.30%

Company's image 15.50%

Easy to drive 36.40%

Good Mileage 35.50%

Cheaper 6.30%

0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00%

Respondents

TABLE 4.11 TABLE SHOWING THE MODE OF PURCHASE OF HONDA

ACTIVA OF THE RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Full cash 49 44.5%

Page 32
 2 Instalment 29 26.4%
3 Loan/EMI 19 17.3%
4 Gift from parents 13 11.8%

TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 45% from full cash and 26% from instalment and 17%
from loan/EMI and 12% from gift from parents.

Most of the 45% of the respondents from Full cash.

CHART 4.11

Page 33
CHART SHOWING THE MODE OF PURCHASE OF HONDA ACTIVA OF THE
RESPONDENTS
Gift from

11.80%
Loan/EMI

17.30%
Instalment

26.40%
Full cash

0.00% 44.50%
5.00%
10.00%
15.00%
20.00% 25.00% 30.00% 35.00% 40.00% 45.00% 50.00%

Respondents

TABLE 4.12 TABLE SHOWING THE LIFE OF HONDA ACTIVA OF THE

RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Less than 6 10 9.1%
months
2 6 Months to 1 year 24 21.8%

Page 34
 3 1-3 years 41 37.3%
4 3-6 years 17 15.5%
5 More than 6 years 18 16.4%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 9% from less than 6 months and 22% from 6
months to 1 year and 37% from 1 to 3 years and 16% from 3 to 6 years and 16% from more
than 6 years.

Most of the 37% respondents from 1 to 3 years.

CHART 4.12

CHART SHOWING THE LIFE OF HONDA ACTIVA OF THE RESPONDENTS

Page 35
More than 6 years 16.40%

3-5 years 15.50%

1-3 years 37.30%

6 months to 1 year 21.80%

Less than 6 months 9.10%

0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00%

Respondents

Page 36
 TABLE 4

.13 TABLE SHOWING THE RATE OF BODY STYLE,DESIGN AND

LOOK OF HONDA ACTIVA OF THE RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Excellent 29 26.4%
2 Good 66 60%
3 Average 14 12.7%
4 Poor 1 0.9%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 26% from excellent and 60% from good and
13% from average and 1% from poor.

Most of 60% of the respondents from Good.

CHART 4.13

Page 37
 CHART SHOWING THE RATE OF BODY STYLE,DESIGN AND LOOK OF
HONDA ACTIVA OF THE RESPONDENTS

Poor 0.90%

Average 12.70%

Good 60%

Excellent 26.40%

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%

Respondents

.14 TABLE SHOWING THE TEST RIDE OF HONDA ACTIVA OF THE

RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE

Page 38
 TABLE 4

1 Excellent 32 29.1%
2 Good 62 56.4%
3 Average 13 11.8%
4 Poor 3 2.7%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 29% from excellent and 56% from good and
12% from average and 3% from poor.

Most of the 56% of the respondents from Good.

CHART 4.14

CHART SHOWING THE TEST RIDE OF HONDA ACTIVA OF THE

Page 39
 RESPONDENTS

Category 4 2.70%

Average 11.80%

Good 56.40%

Excellent 29.10%

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%

Respondents

Page 40
 TABLE 4

.15 TABLE SHOWING THE PICKUP AND PERFORMANCE OF HONDA

ACTIVA OF THE RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Yes 95 86.4%
2 No 15 13.6%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 86% from yes and 14% from no.

Most of the 86% of the respondents from Yes.

CHART 4.15

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CHART SHOWING THE PICKUP AND PERFORMANCE OF HONDA ACTIVA OF
THE RESPONDENTS

No

Yes

0.00% 13.60%
10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00%90.00% 100.00%

86.40%

Respondents

Page 42
 TABLE 4.16 TABLE SHOWING THE NOTICE OF TOP SPEED OF HONDA
ACTIVA OF THE RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 60 15 13.6%
2 70 36 32.7%
3 80 42 38.2%
4 90 10 9.1%
5 100 7 6.4%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 14% from 60km and 33% from 70km and 38%
from 80km and 9% from 90 km and 6% from 100km.

Most of the 38% of the respondents from 80km.

CHART 4.16

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CHART SHOWING THE NOTICE OF TOP SPEED OF HONDA ACTIVA OF THE
RESPONDENTS
100

90 6.40%

80
9.10%

70

60 38.20%

0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00%45.00%

32.70%

13.60%

Respondents

Page 44
 TABLE 4.17 TABLE SHOWING THE FEELINGS OF HONDA ACTIVA OF
THE RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Excellent 36 32.7%
2 Good 62 56.4%
3 Average 12 10.9%
4 Poor 0 0%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 33% from excellent and 56% from good and
11% from average.

Most of the 56% of the respondents from Good.

CHART 4.17

Page 45
CHART SHOWING THE FEELING OF HONDA ACTIVA OF THE RESPONDENTS

Average 10.90%

Good 56.40%

Excellent 32.70%

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%

Respondents

TABLE 4.18 TABLE SHOWING THE PRICE OF THE BUDGET OF HONDA

ACTIVA OF THE RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE

Page 46
 1 Yes 87 79.1%
2 No 23 20.9%
TOTAL 50 100%
SOURCE: Primary data.

INTREPRETATION

This table shows that out of given respondents 79% from yes and 21% from no.

Most of the 79% of the respondents from Yes.

CHART 4.18

Page 47
CHART SHOWING THE PRICE OF THE BUDGET OF HONDA ACTIVA OF THE
RESPONDENTS

No

Yes

0.00% 20.90% 20.00%

10.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00%90.00%

79.10%

Respondents

Page 48
 TABLE 4.19 TABLE SHOWING THE BREAKING SYSTEM,SAFETY
FEATURES AND STORAGE SPACE OF HONDA ACTIVA OF THE
RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Excellent 33 30%
2 Good 65 59.1%
3 Average 10 9.1%
4 Poor 2 1.8%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 30% from good and 59% from good and 9%
from average and 2% from poor.

Most of the 59% of the respondents from Good.

CHART 3.19

Page 49
 CHART SHOWING THE BREAKING SYSTEM,SAFETY FEATURES AND
STORAGE SPACE OF HONDA ACTIVA OF THE RESPONDENTS

Poor 1.80%

Average 9.10%

Good 59.10%

Excellent 30%

0% 10% 20% 30% 40% 50% 60% 70%

Respondents

TABLE 4.20
TABLE SHOWING THE FEATURES AND PRICE IN DETAIL OF HONDA

Page 50
 ACTIVA IN SHOWROOM PEOPLE OF THE RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Yes 96 87.3%
2 No 14 12.7%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 87% from yes and 13% from no.

Most of the 87% of the respondents from Yes.

CHART 4.20

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 CHART SHOWING THE FEATURES AND PRICE IN DETAIL OF HONDA
ACTIVA IN SHOWROOM PEOPLE OF THE RESPONDENTS

No

Yes

0.00% 12.70%
10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00%90.00% 100.00%

87.30%

Respondents

TABLE 3.21
TABLE SHOWING THE OVERALL RATING OF HONDA ACTIVA OF THE

Page 52
 RESPONDENTS
S.NO PARTICULARS RESPONDENTS PERCENTAGE
1 Good 44 40%
2 Satisfied 63 57.3%
3 Not Satisfied 3 2.7%
4 Bad 0 0%
TOTAL 50 100%
SOURCE: Primary data

INTREPRETATION

This table shows that out of given respondents 40% from good and 57% from satisfied
and 2.7% from not satisfied.

Most of the 57% of the respondents from Satisfied.

CHART 4.21

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 CHART SHOWING THE OVERALL RATING OF HONDA ACTIVA OF THE
RESPONDENTS

Not satisfied 2.70%

Satisfied 57.30%

Good 40%

0% 10% 20% 30% 40% 50% 60% 70%

Respondents

CHAPTER-V FINDINGS AND SUGGESTIONS

FINDINGS

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1. Majority of the 60% of the respondents from 18 to 25 age group.
2. Majority of the 50% of the respondents from Male and Female.
3. Majority of the 54% of the respondents from student.
4. Majority of the 50% of the respondents from 3 to 5 members.
5. Majority of the 72% of the respondents from Nuclear family.
6. Majority of the 54% of the respondents from 150000-250000.
7. Majority of the 53% of the respondents from UG.
8. Majority of the 71% of the respondents from Yes.
9. Majority of the 26% of the respondents from Relatives.
10.Majority of the 36 % of the respondents from Good Mileage and Easy to drive.
11.Majority of the 45% of the respondents from Full cash.
12.Majority of the 37% of the respondents from 1 to 3 years.
13.Majority of the 60% of the respondents from Good.
14.Majority of the 56% of the respondents from Good.
15.Majority of the 86% of the respondents from Yes.
16.Majority of the 38% of the respondents from 80km.
17.Majority of the 56% of the respondents from Good.
18.Majority of the 79% of the respondents from Yes.
19.Majority of the 59% of the respondents from Good.
20.Majority of the 87% of the respondents from Yes.
21.Majority of the 57% of the respondents from Satisfied.

Page 55
SUGGESTIONS

This study is aimed at analysing customer satisfaction which has help in getting an
overall view of customer satisfaction towards Honda Activa. It was evident from the study
that most of the respondents are satisfied with their Honda Activa.

➢ To increase the mileage efficiency.

➢ To bring down the cost of spares and to improve genuinely.
➢ They should constantly provide adequate solutions for purchasing the product.
➢ To give more ads on to to drive slowly and safely.
➢ Customer care is the best way to build long term rrelation, because they have also have
emotional and psychological need when they purchase.

CONCLUSION

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 The study was useful in understanding the customer satisfaction òf Honda Activa of
various customer, Honda was inferred that most of customers of high income group
preferred the Honda Activa. Above 60% of the customers aware of Honda Activa. Most of
the customers agree that Honda is the best quality with reasonable price of 50% of the
customers towards Honda Activa is reasonable.

Honda motors service station is excellent, careful with personal information and its
value for money. The overall opinion abot Honda motors is very good. 86% of the people
agreed that the sales persons are knowledgeable and 14% of the people strongly disagreed
that the sales persons are knowledgeable.

Page 57
BIBILIOGRAPHY

➢ Williams, P. - Khan, M. S. - Naumann, E. (2011), Customer satisfaction and

defection: the hidden costs of downsizing. Industrial Marketing Management, No. 40,
pp. 405-413.

➢ D.Vijayalakshmi et al (2015), “A study on customer satisfaction of selected branded

two wheelers in south Coimbatore”, International Journal of Multidisciplinary
research and development, Volume: 2, Issue: 4, 260-264.
➢ [4] Sameer, (NDTV) “Honda Activa 3G looks” (2016, Jun 23). Retrieved
fromhttps://auto.ndtv.com/honda-bikes/activa-3g
➢ Dr.K.Lakshami Priya (2016) “Customer satisfaction Towards Honda Two Wheeler-A
Study In Palakkad District, Kerala, International Conference Research Avenues on
Social Science, organized by SNGC, Coimbatore IJARIIE-ISSN(O)-2395- 4396, Vol1,
Issue 3,2016.

WEBSITES
➢ https://www.academia.edu/11363794/
➢ https://www.researchgate.ne/publication/333511278 ➢
https://www.slideshare.net/mobile/ranpariyah/

ANNEXURE

Page 58
1.Name

2.Age

A.18 ----------------------------------------------------------------- Error! Bookmark not defined.

B.26 ----------------------------------------------------------------- Error! Bookmark not defined.

C.36 D.45 & above 3.Gender A.Male B.Female C.Prefer not to say Error!
Bookmark not defined.

4.Occupation

A.Student

B.Self Employed

C.Private Employee

D.Government Employee

5.Size of Family

A. 2-3members

B. 3-5members

C.More than 5 members

6.Type of Family

A.Nuclear Family

B.Joint Family

7.Income

A.150000-250000

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 B.250000-350000

C.350000-500000

D.500000& above

8.Qualification

A.SSLC

B.HSC

C.UG

D. PG

9.Do you own any Two Wheeler’s currently?

A.Yes

` B.No

10.How do you come to know about Honda Activa?

A.Advertisement

B.News Paper

C.Friends

D.Radio

E.Relatives

11.Why do you prefer Honda Activa?

A.Cheaper

B.Good Milege

C.Easy to drive

D.Company’s Image

E.Others
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12.How do you purchase Activa?

A.Full Cash

B.Instalment

C.Loan/EMI

D.Gift from parents

13.How long you are using Honda Activa?

A.Less than 6 months

B.6 months to 1 year

C.1 to 3 years

D.3 to 6 years

E.More than 6 years

14.How will you rate the body style, design and look of Honda Activa?

A.Excellent

B.Good

C.Average

D.Poor

15.After test ride what do you feel about the driving comfort of Honda Activa?

A.Excellent

B.Good

C.Average

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 D.Poor

16.Are you satisfied with the pickup and performance of the vehicle after test ride?

A.Yes

B.No

17.What was the top speed noticed while using Honda Activa?

A.60

B.70

C.80

D.90

E.100

18.What you feel about the Honda Activa?

A.Excellent

B.Good

C.Average

D.Poor

19.Does you feel about the Honda Activa?

A.Yes

B.No

20.How do you feel about the breaking system, safety features and storage space of Honda
Activa?

A.Excellent

B.Good

C.Average

D.Poor

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21.Which colour of Honda Activa do you prefer the most?

22.Did the show room people explained the features and the price in detail of Honda Activa?

A.Yes

B.No

23.Your overall rating about Honda Activa?

A.Good

B.Satisfied sssC.Not

Satisfied

D.Bad

24.Your suggestions about Honda Activa?

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