A Project Report On

“STUDY OF DIGITAL MARKETING WITH SPECIAL

REFERENCE TO SATISFACTION LEVEL OF CUSTOMERS
WITH AFTER SALE SERVICES OF TWO WHEELERS”

For fulfillment of requirement for the award of Degree of

MASTER OF BUSINESS ADMINISTRATION
Under taken by
ROHIT
(Reg. No. 1614810020)
(SESSION 2020 - 2022)
Under the Guidance of
Mr. RITESH KUMAR

Submitted to
MAHARSHI DAYANAND UNIVERSITY, ROHTAK

Through
SOMANY INSTITUTE OF TECHNOLOGY & MANAGEMENT
 CERTIFICATE
This is to certify that the project work entitled Study on digital
marketing submitted to MDU ROHTAK in partial fulfilment
of the requirements for the award of the degree of Master of
Business Administration in marketing is a record of the original
work done by Mr. Ritesh Kumar under my Supervision and
guidance and this project work has not formed the basis for the
award of Degree or similar title to any candidate of any
University.

Ritesh Kumar
 DECLARATION

I, Rohit , Registration No. 1614810020 & Roll No ............................................................. ,

student of Somany Institute of Technology & Management hereby declare that the project
“Satisfaction level of customers with After Sale Services of Two Wheelers’ is an original work
and the same has not been submitted to any other institute for the award of degree. The interim
report was presented to the supervisor on………………………. And the per submission was
made on……………………….. . The flexible suggestions have been incorporated in
consultation with thesupervisor.

Signatureofsupervisor Signature of thecandidates

Forwarded by:

Director/Principal of the Institute

 ACKNOWLEDGEMENT

It was great experience of completing project report under college campus. I got an
opportunity to learn and experience ethos and environment of outside classroom.

With profound respect and gratitude, I am extremely grateful to the entire staff
member for there corporation and guidance who have helped me a lot during the
course of project report I have learned a lot working with them and will always be
indebted to them for this valuable addiction in me.

E specially, I extend my sincere regard to Mr. Ritesh Kumar for his help and
guidance time to time during this period. He helped me and motivated through out
the project report.

Rohit
 INDEX

Sr.No. Topic PageNo.

1. INTRODUCTION ------------------------------------------------------- 5
 Customersatisfaction --------------------------------------------- 9
 Introduction to – AftersalesServices-------------------------- 15
 Major Players ---------------------------------------------------- 20

2. OBJECTIVE OFTHESTUDY -------------------------------------- 21

3. RESEARCHMETHODOLOGY ----------------------------------- 21
4. SCOPE OFTHESTUDY --------------------------------------------- 25
5. DATA ANALYSIS ---------------------------------------------------- 27
6. LIMITATION OFTHESTUDY ------------------------------------ 44
7. RECOMMENDATION& CONSULSION ---------------------- 46
8. KEY LEARNING ---------------------------------------------------- 46
9. BIBLOGRAPHY ------------------------------------------------------ 48
10. ANNEXTURE ---------------------------------------------------------- 50
 INTRODUCTION
ABOUT
CUSTOMER SATISFACTION
 INTRODUCTION

From the beginning of the “customer service revolution” almost 20 years ago, a body of business
research has focused on customer satisfaction and customer-focused organizations. Business
consultants, corporations and others have worked to identify the characteristics of organizations
that consistently please their customers, to develop tools for monitoring customer satisfaction,
and to build continuous, quality improvement systems that respond to consumerfeedback

. Although much of the research has been conducted by and for the corporate world, customer
service and satisfaction is not limited to the private sector. Publicly funded organizations that are
incorporating practices developed in the business world provide a growing body of experience
and study. Increasingly, federal, state and local government agencies are attempting to gauge
their performance and the effect on those they directly serve. Throughout the public sector,
initiatives to “reinvent” government—including education reform, privatization, and managed
care—have elevated customer service and satisfaction to newpriorities.

Within the European Union, a shift is underway to re-think and reform social services with social
inclusion and “user involvement” as driving forces in quality improvement. When we talk about
customer service and/or satisfaction, we talk about creativity. Creativity allows us to handle or
diffuse problems at hand or later on in the process of conducting the everyday business. We talk
about how, or rather what, does the organization have to do to gain not only the sale but also the
loyalty of the customer. We want to know the payoff of the transaction both in the short and long
term. We want to know what our customers want. We want to know if our customers are
satisfied. Satisfaction, of course, means that what we delivered to a customer met the customer’s
approval. Customer satisfaction, however, is when the customer is satisfied with a
product/service that meets the customer’s needs, wants, and expectations. To further understand
customer satisfaction, we must take a deeper lookat the levels of specificsatisfaction.
PURPOSE OF THE LITERARY REVIEW
Building on its longstanding work to improve the quality of services that affect public well-
being, the Center for the Study of Social Policy has developed a Customer Satisfaction Initiative.
The Initiative tests whether successful consumer models used by market industries to ensure
customer service and satisfaction can be applied effectively to improve the quality of services in
targeted low-income neighborhoods.
Goals of the initiative are to:
Improve the responsiveness and effectiveness of service provide in target areas.
Link regular customer feedback to quality service improvement plans.
Change the power balance for customers in poor and vulnerable neighborhood and the
organizations, agencies and workers that serve them
Promote a consumer base that is Morin formed and ready to take action in their neighborhoods
and communities.

In 2004, the Center commissioned a survey of customer satisfaction research and reports to
inform its development of the Customer SatisfactionInitiative.

WHY ORGANISATION FOCUS ON CUSTOMER SATISFACTION

Businesses monitor customer satisfaction in order to determine how to increase their customer
base, customer loyalty, revenue, profits, market share and survival. Although greater profit is the
primary driver, exemplary businesses focus on the customer and his/her experience with the
organization. They work to make their customers happy and see customer satisfaction as the key
to survival and profit. Customer satisfaction in turn hinges on the quality and effects of their
experiences and the goods or services theyreceive.
WHAT IS CUSTOMER SATISFACTION?

The definition of customer satisfaction has been widely debated as organizations increasingly
attempt to measure it. Customer satisfaction can be experienced in a variety of situations and
connected to both goods and services. It is a highly personal assessment that is greatly affected
by customer expectations. Satisfaction also is based on the customer’s experience of both contact
with the organization (the “moment of truth” as it is called in business literature) and personal
outcomes. Some researchers define a satisfied customer within the private sector as “one who
receives significant added value” to his/her bottom line—a definition that may apply just as well
to public services.
Customer satisfaction differs depending on the situation and the product or service.A customer
may be satisfied with a product or service, an experience, a purchase decision, a salesperson,
store, service provider, or an attribute or any of these. Some researchers completely avoid
“satisfaction” as a measurement objective because it is “too fuzzy an idea to serve as a
meaningful benchmark.”4 Instead, they focus on the customer’s entire experience with an
organization or service contact and the detailed assessment of thatexperience.
CONSUMER SATISFACTION PROCESS
The paramount goal of marketing is to understand the consumer and to influence buying
behavior. One of the main perspectives of the consumer behavior research analyses buying
behavior from the so-called “information processing perspective" (Holbrook and Hirschman
1982). According to the model, customer decision-making process comprises a need satisfying
behavior and a wide range of motivating and influencingfactor.
CONSUMER SATISFACTION PROCESS

Need recognition

Search for information

Pre-purchase alternative
evaluation

Purchase

Consumption

Post-purchase alternative
re-evaluation

Divestment
The process can be depicted in the following steps.
 Need recognition – realization of the difference between desired situation and the
current situation that serves as a trigger for the entire consumptionprocess.
 Search for information - search for data relevant for the purchasing decision, both from
internal sources (one's memory) and/or externalsources.
 Pre-purchase alternative evaluation - assessment of available choices that can fulfill
the realized need by evaluating benefits they may deliver and reduction of the number of
options to the one (or several)preferred.
 Purchase - acquirement of the chosen option of product orservice.
 Consumption - utilization of the procuredoption.
 Post-purchase alternative re-evaluation - assessment of whether or not and to what
degree the consumption of the alternative producedsatisfaction.
 Divestment - disposal of the unconsumed product or itsremnants.

WHY MEASURE CUSTOMER SATISFACTION?

Customer satisfaction is tied directly to profitability. If your customers are happy, they tend to be
loyal. And if they’re loyal they not only buy more, they refer other customers. Well-established
research by Bain & Company found that, for many companies, an increase of 5% in customer
retention can increase profits by 25% to 95%. The same study found that it costs six to seven
times more to gain a new customer than to keep an existing one. Moreover, one bad experience
can outweigh a whole lot of good experiences. Because of e-mail and instant messaging, that bad
experience can quickly be broadcast to dozens, hundreds, or thousands of other customers,
magnifying its impact. So if your business is doing something that frustrates customers, you need
to know rightaway.

It is critical to give customers the opportunity to provide feedback about their overall satisfaction
level and specific likes and dislikes. It is equally important to consistently measure and monitor
that input. Without an effective customer satisfaction research program in place, your company
will be losing business, missing opportunities, and putting itself ata competitive disadvantage .
STRATEGIES FOR RESEARCHING AND IMPROVING
CUSTOMER SATISFACTION
Although companies conduct customer satisfaction research for various reasons, the overall goal
is to help them “stay as close to their customers as humanly possible.” Many leading edge
companies and research firms focus on obtaining useful feedback from customers and clients and
converting it into “actionable” steps to improve their performance. Some want feedback from
customers about existing or new products and services. Others want to know how to target their
resources on issues of concern to customers. Still others want to demonstrate a commitment to
listening to their customers. As a by-product, customer feedback can provide actual examples of
good and bad practices for employee training and continuous improvement efforts. The
organization’s objectives define what it wants to learn from customers and guides how the
information is collected. Experts advise that first defining measurable objectives will allow
organizations to “learn the effectiveness of your survey, and it will help you in reinvesting the
information you learned.” In general, the research focus is how reliably the organization fulfills
customer satisfaction and what can be done to improve. “The most active verb when you speak
in the vocabulary of customer satisfaction is to improve.”

How frequently an organization measures customer satisfaction depends on the nature of its
service and what it wants to gain. For instance, if customers make daily decisions about the
services offered, frequent measurement is appropriate. Many consumer product and service
companies need this type of day-to-day or weekly information. The National Performance
Review (NPR) found that “best-in-business” organizations solicit feedback from customers
before, during, and after service. The methods chosen for measuring customer satisfaction
depend on customer characteristics, time availability, costs, and the information an organization
hopes to gather. Many of the top performing companies identified by the NPR used sophisticated
market research techniques: “Feedback was obtained through customer focus groups, customer
usage and attitude surveys, supplier and partner surveys, and detailed telephone, mail, and
personal interviews. In one case, thousands of customer surveys were mailed out each week.
Another company maintained a detailed database containing all pertinent facts about its
customers’ requirements.” Common methods of gathering customer satisfaction information in
the commercial world include 1-800 numbers, comment cards, telephone surveys, mail-based
surveys, focus groups, group interviews, and direct contact between customers and employees.
Recently,onlinesurveys—throughpop-upwindows,links,oremailinvitations—havebecome
popular with many companies. Each method or combination of methods has advantages and
disadvantages. This section describes seven strategies for customer satisfaction research an
improvement.

BENIFETAND CHALLENGES?
Surveys allow an organization to quickly capture vital information with relatively little expense
and effort. A primary advantage of this method is its directness: “the purpose is clear, and the
responses straightforward.” Additionally, the information gathered by surveys can easily be
analyzed and used to identify trends over time.
The public views consumer product polls and pollsters in a generally positive manner compared
to political and other polls. One study found that at least sixty percent of the public feels that
market research about products and services has a positive impact on society. Seventy percent
consider the people who conduct such surveys to have positive impacts on society. A major
disadvantage of customer surveys is that the responses may be influenced by the measurement
itselfthroughvariousformsofbias.Forexample,mostsurveysarevoluntary,andsome
researchers have found differences between survey respondents and non-respondents. People
who respond to surveys answer questions differently than those who do not respond, and late
responders answer differently than earlyresponders.
Most demographic studies report that non-response is associated with low education. One study
found that non-respondents were more often single males.
 INTRODUCTION ABOUT AFTER SALE

SERVICES

PROVIDED BY TWO WHEELER COMPANIES

 AFTER SALE SERVICESPROVIDED BY TWO WHEELER COMPANIES

CURRENT SCENARIO
The present phase in which there is huge models, new brands and foreign market entry started in
the two wheelers. There is decline in the sales of scooter and rapid increase in the sale of motor
cycles and scooters without gears.

MARKET
Nearly 22 percent of the Indian population lives in the urban areas. The urban market in which
due to liberalization the flow of money is more and mostly belongs to salaried class due to Vth
plan commission. The salary of the employees increased and the money flow is more and utilizes
this money to buy the consumer durables, vehicles the rising in purchasing power of the urban
consumers and which provides huge growth in the sale ofmotorcycles.

The demand drivers.

Rising purchasing power
Rise in fuel price
Competitiveness prices
Proliferation of Brand Models
Replacement Facility
Increase in Service Sector
Installmentfacilities
Good W/c than scooter
High Mileage than scooter
Heavy

As two wheeler is a durable product, so after- sale services are very important to satisfy the
customers. In the current scenario competition is increasing day by day, the company want a
savetheareathroughwhichitcangetacompetitiveedgethecompetitors.Allcompaniesare
advertising the products in influencing manner, adding new products to product line in the prices
is difficult, so after sale services is the field through which a company can lead in the
competitive world.
Now customers give equal preference to the feature of two wheeler products and its
package of after-sale services. Because by purchasing product of poor after-sale service
providing company, he doesn’t want to suffer through out the life of product. He wants a
complete solution to the problem in his vehicle, which can be easily available and in economic
way. Two wheeler companies through the dealers provide a bundle of after-saleservices.

The main types of these services are as follow:

Delivery System
Free Services
Guarantee and Warrantee
Repair & Maintenance
Payment /Financing Facility
Spare Parts and Accessory
Exchange or Replacement Scheme
Technical Information
Insurance Facility

DELIVERY SYSTEM
Mainly companies have two type of delivery policy:
Current Delivery
Booking System
In the current delivery system the vehicle is hand over to the customer when he make an order
for purchase. In booking system the customer receive the vehicle after some time of order
placement.

FREE SERVICE
After the purchase of vehicle company/dealer provide free coupon service. Each service is given
after a particular running distance or a time period.
GUARANTEE AND WARANTEE
Company provides guarantee on vehicle for a time period. It replaces the defected part at free of
cost in the Guarantee time. But in the warrantee time period it only repairs the defected part.

REPAIR AND MAINTENANCE

Dealer/Company provides the complete solution to the problem in the vehicle by quick,
economic and satisfactory repair and services. Some time they organize free service/repair fairs.
They also have mobile servicefacility.

PAYMENT AND FINANCING FACILITY

Company has financing provision at some interest rate. It also provides easy payment facility.

SAPRE PARTS AND ACCESSORY

Company provides all type of spare parts and accessory as require by the customers of superior
quality and at reasonable prices.

EXCHANGE AND REPLACEMENT SCHEME

Company or dealer has such type of under which a customer can exchange his old vehicle new
one by paying somemoney.

TECHNICAL INFORMATION
Dealer provide technical information such that customer can easily handle the vehicle and
remove minor problem during thejourney.

INSURANCE FACILITY
Company / Dealer has a provision to insure the vehicle at the purchasing time. It save the
customer’s time for search of insurance agent.
MAJOR PLAYERS IN MOTOR CYCLE INDUSTRY

HERO HONDA
Models Offered:
Hunk
Karizma
CBZ
Passion
Super Splendor
Splendor
Passion Plus
Splendor Plus

TVS GROUP
Model Offered:
TVS Victor
TVS Centra
TVS Star City

BAJAJ AUTO LIMITED

Model
Offered:Caliber
Caliber 115
Wind 125
Pulsar 150, 180, 200, 220
Pulsar DTSI
Bajaj CT-100
Bajaj Discover

Kinetic
Model
Offered:Kinetic
Velocity
Kinetic Boss

Suzuki
Model Offered:
HEAT 125
GS 150 R
ZEUS (125)

OBJECTIVES OF STUDY

Objective of the study means why I have selected this topic for search. There is always an
objectives, cause behind the selecting of every any study. The reason behind the selection of
topic for my research study is asfollow:

In the current changing scenario after sale services policy of the durable products is becoming
most important for the success of the product. So to study the policy of different companies and
customer’s satisfaction level is very important in thisregard.

I have interest in the auto marketing. It is important to study the every part of the products. So I
selected this part for my research study.

Now two wheeler is become the need of upper middle. Middle and lower middle segment of the
society. So the after sale service sector has a bright future.

RESEARCHMETHODOLOGY

In this survey questionnaire covering various of the products. The questionnaire includes
multiple question as well as open ended questions related to product feedback and the
suggestions given by thecustomers.
DESCRIPTIVE RESEARCH: - Descriptive research includes survey and fact-finding enquiries
of different kinds. The major purpose of descriptive research is description of the states of affairs
as it at present. The main characteristic of this method is that the researcher has no control over
the variables; he can only report what has happened or what ishappening.

The object was completed through following stages:

1. Area of theStudy
2. QuestionnaireSystem
3. FieldWork
4. SampleSelection
5. Data Collection:
6. PrimaryData
7. SecondaryData

1. AREA OF STUDY
Delivery System
Free couponservices
Repair or Maintenance Facility
Warrantee and Guarantee Facility
Insurance Facility
Exchange or Replacement Scheme

2. QUESTIONNAIREDESIGNING
With the brief knowledge of the market and keeping in view of the project a structured
questionnaire was designed. Due care was taken to bring out every possible information from the
consumers.

3. FIELDWORK
The area covered for the survey was mainly Gurgaon region. The person interviewed includes
students, Businessman, Serviceman and Agriculturist.
4. SAMPLESELECTION
The sample for the survey was selected using random sampling. The strength of the sample
was 150. The sampling procedure used was simple randomsampling.

5. DATA COLLECTION
The data is collected for the study by:
Customer Survey
Customer survey an open and closed-ended questionnaire was used.

6. PRIMARYDATA
Primary data is collected through a well prepared questionnaire.

7. SECONDARYDATA
. Secondary Data is collected from books, magazines and newspapers.
SCOPE OF THE STUDY

Two wheelers after sale services have a great scope not only today also in the coming time. This
study helps the company in future and growing sale day by day. It helps the consumers for get
better service of their vehicles.

After arranging the services, companies get better output in the sale because when a
consumer get good service for company the he /she purchase same product in future. Thus we
can say that two wheeler marketing is more useful for the companies to get better sale. By get
good service from company consumer also getsatisfaction.
DATA ANALYSIS

&

FINDINGS
DATA ANALYSIS

For the analysis of data collected through survey, a series of steps were followed which are given
in chronological order:

Each question of the questionnaire was assigned codes.

Each questionnaire was punched into MS-Excel thus forming a database
Further the data was analyzed by using diagrams, graphs, charts & a software called SPSS.
The graphic rating scale and ranking method was used to measure the response and attitude of
the customers.

One way Anova of var 1-9 with category variable 10 (Intention to repurchase from same
dealer) where 1 is no intention and 5 is definite intention

Multiple Comparisons
Bonferroni
95% Confidence Interval
Mean
Dependent (I) (J) Difference Lower Upper
Variable VAR00010 VAR00010 (I-J) Std. Error Sig. Bound Bound
VAR00001 1 2 .27473 .39340 1.000 -.8467 1.3962
3 -.05040 .34091 1.000 -1.0222 .9214
4 -.62753 .32818 .578 -1.5630 .3080
5 -.67170 .31445 .343 -1.5681 .2247
2 1 -.27473 .39340 1.000 -1.3962 .8467
3 -.32512 .33240 1.000 -1.2727 .6224
4 -.90226 .31933 .054 -1.8125 .0080
5 -.94643* .30520 .023 -1.8164 -.0764
3 1 .05040 .34091 1.000 -.9214 1.0222
2 .32512 .33240 1.000 -.6224 1.2727
4 -.57713 .25185 .234 -1.2950 .1408
5 -.62131 .23367 .087 -1.2874 .0448
4 1 .62753 .32818 .578 -.3080 1.5630
2 .90226 .31933 .054 -.0080 1.8125
3 .57713 .25185 .234 -.1408 1.2950
 5 -.04417 .21467 1.000 -.6561 .5678
5 1 .67170 .31445 .343 -.2247 1.5681
2 .94643* .30520 .023 .0764 1.8164
3 .62131 .23367 .087 -.0448 1.2874
4 .04417 .21467 1.000 -.5678 .6561
VAR00002 1 2 -.41758 .33286 1.000 -1.3664 .5313
3 -.74271 .28845 .110 -1.5650 .0796
*
4 -1.18826 .27767 .000 -1.9798 -.3967
5 -1.38187* .26606 .000 -2.1403 -.6234
2 1 .41758 .33286 1.000 -.5313 1.3664
3 -.32512 .28125 1.000 -1.1268 .4766
4 -.77068* .27018 .050 -1.5409 -.0005
5 -.96429* .25823 .003 -1.7004 -.2282
3 1 .74271 .28845 .110 -.0796 1.5650
2 .32512 .28125 1.000 -.4766 1.1268
4 -.44555 .21309 .383 -1.0530 .1619
5 -.63916* .19771 .015 -1.2028 -.0756
4 1 1.18826* .27767 .000 .3967 1.9798
2 .77068* .27018 .050 .0005 1.5409
3 .44555 .21309 .383 -.1619 1.0530
5 -.19361 .18163 1.000 -.7114 .3242
5 1 1.38187* .26606 .000 .6234 2.1403
2 .96429* .25823 .003 .2282 1.7004
*
3 .63916 .19771 .015 .0756 1.2028
4 .19361 .18163 1.000 -.3242 .7114
VAR00003 1 2 -1.23077* .28410 .000 -2.0406 -.4209
3 -1.12732* .24619 .000 -1.8291 -.4255
4 -1.07287* .23700 .000 -1.7485 -.3973
*
5 -1.42720 .22708 .000 -2.0745 -.7799
2 1 1.23077* .28410 .000 .4209 2.0406
3 .10345 .24005 1.000 -.5808 .7877
4 .15789 .23061 1.000 -.4995 .8153
5 -.19643 .22040 1.000 -.8247 .4319
3 1 1.12732* .24619 .000 .4255 1.8291
2 -.10345 .24005 1.000 -.7877 .5808
4 .05445 .18187 1.000 -.4640 .5729
5 -.29988 .16875 .777 -.7809 .1812
4 1 1.07287* .23700 .000 .3973 1.7485
2 -.15789 .23061 1.000 -.8153 .4995
3 -.05445 .18187 1.000 -.5729 .4640
5 -.35432 .15503 .237 -.7962 .0876
5 1 1.42720* .22708 .000 .7799 2.0745
2 .19643 .22040 1.000 -.4319 .8247
3 .29988 .16875 .777 -.1812 .7809
4 .35432 .15503 .237 -.0876 .7962
VAR00004 1 2 -1.49451* .45226 .012 -2.7837 -.2053
3 -1.37135* .39192 .006 -2.4886 -.2541
4 -1.29150* .37728 .008 -2.3670 -.2160
5 -1.76236* .36150 .000 -2.7929 -.7319
*
2 1 1.49451 .45226 .012 .2053 2.7837
 3 .12315 .38213 1.000 -.9662 1.2125
4 .20301 .36710 1.000 -.8435 1.2495
5 -.26786 .35086 1.000 -1.2680 .7323
*
3 1 1.37135 .39192 .006 .2541 2.4886
2 -.12315 .38213 1.000 -1.2125 .9662
4 .07985 .28953 1.000 -.7455 .9052
5 -.39101 .26863 1.000 -1.1568 .3748
*
4 1 1.29150 .37728 .008 .2160 2.3670
2 -.20301 .36710 1.000 -1.2495 .8435
3 -.07985 .28953 1.000 -.9052 .7455
5 -.47086 .24679 .584 -1.1744 .2326
*
5 1 1.76236 .36150 .000 .7319 2.7929
2 .26786 .35086 1.000 -.7323 1.2680
3 .39101 .26863 1.000 -.3748 1.1568
4 .47086 .24679 .584 -.2326 1.1744
*
VAR00005 1 2 -1.82418 .32795 .000 -2.7590 -.8893
3 -2.19363* .28419 .000 -3.0038 -1.3835
4 -2.69636* .27358 .000 -3.4762 -1.9165
5 -2.75275* .26213 .000 -3.5000 -2.0055
2 1 1.82418* .32795 .000 .8893 2.7590
3 -.36946 .27710 1.000 -1.1594 .4204
4 -.87218* .26620 .013 -1.6310 -.1133
5 -.92857* .25442 .004 -1.6538 -.2033
*
3 1 2.19363 .28419 .000 1.3835 3.0038
2 .36946 .27710 1.000 -.4204 1.1594
4 -.50272 .20995 .179 -1.1012 .0958
*
5 -.55911 .19479 .047 -1.1144 -.0038
4 1 2.69636* .27358 .000 1.9165 3.4762
2 .87218* .26620 .013 .1133 1.6310
3 .50272 .20995 .179 -.0958 1.1012
5 -.05639 .17895 1.000 -.5665 .4537
5 1 2.75275* .26213 .000 2.0055 3.5000
2 .92857* .25442 .004 .2033 1.6538
3 .55911* .19479 .047 .0038 1.1144
4 .05639 .17895 1.000 -.4537 .5665
VAR00006 1 2 -.50549 .37800 1.000 -1.5830 .5720
3 -.66313 .32757 .448 -1.5969 .2706
4 -1.44534* .31533 .000 -2.3442 -.5464
5 -2.29121* .30214 .000 -3.1525 -1.4299
2 1 .50549 .37800 1.000 -.5720 1.5830
3 -.15764 .31939 1.000 -1.0681 .7528
4 -.93985* .30683 .026 -1.8145 -.0652
5 -1.78571* .29325 .000 -2.6217 -.9498
3 1 .66313 .32757 .448 -.2706 1.5969
2 .15764 .31939 1.000 -.7528 1.0681
*
4 -.78221 .24199 .015 -1.4720 -.0924
5 -1.62808* .22452 .000 -2.2681 -.9880
4 1 1.44534* .31533 .000 .5464 2.3442
2 .93985* .30683 .026 .0652 1.8145
3 .78221* .24199 .015 .0924 1.4720
 5 -.84586* .20626 .001 -1.4338 -.2579
5 1 2.29121* .30214 .000 1.4299 3.1525
2 1.78571* .29325 .000 .9498 2.6217
3 1.62808* .22452 .000 .9880 2.2681
4 .84586* .20626 .001 .2579 1.4338
VAR00007 1 2 -.37363 .33759 1.000 -1.3360 .5887
3 -.98939* .29255 .009 -1.8233 -.1554
4 -1.62551* .28162 .000 -2.4283 -.8227
5 -1.96291* .26984 .000 -2.7321 -1.1937
2 1 .37363 .33759 1.000 -.5887 1.3360
3 -.61576 .28524 .325 -1.4289 .1974
*
4 -1.25188 .27403 .000 -2.0330 -.4707
5 -1.58929* .26190 .000 -2.3359 -.8427
3 1 .98939* .29255 .009 .1554 1.8233
2 .61576 .28524 .325 -.1974 1.4289
4 -.63612* .21612 .038 -1.2522 -.0200
*
5 -.97352 .20052 .000 -1.5451 -.4019
4 1 1.62551* .28162 .000 .8227 2.4283
2 1.25188* .27403 .000 .4707 2.0330
*
3 .63612 .21612 .038 .0200 1.2522
5 -.33741 .18421 .691 -.8625 .1877
5 1 1.96291* .26984 .000 1.1937 2.7321
2 1.58929* .26190 .000 .8427 2.3359
3 .97352* .20052 .000 .4019 1.5451
4 .33741 .18421 .691 -.1877 .8625
VAR00008 1 2 -.62637 .38042 1.000 -1.7108 .4581
3 -1.35544* .32966 .001 -2.2952 -.4157
4 -1.42713* .31735 .000 -2.3318 -.5225
*
5 -1.32280 .30407 .000 -2.1896 -.4560
2 1 .62637 .38042 1.000 -.4581 1.7108
3 -.72906 .32143 .248 -1.6453 .1872
4 -.80075 .30879 .105 -1.6810 .0795
5 -.69643 .29512 .196 -1.5377 .1449
3 1 1.35544* .32966 .001 .4157 2.2952
2 .72906 .32143 .248 -.1872 1.6453
4 -.07169 .24354 1.000 -.7659 .6225
5 .03264 .22596 1.000 -.6115 .6768
4 1 1.42713* .31735 .000 .5225 2.3318
2 .80075 .30879 .105 -.0795 1.6810
3 .07169 .24354 1.000 -.6225 .7659
5 .10432 .20758 1.000 -.4874 .6961
5 1 1.32280* .30407 .000 .4560 2.1896
2 .69643 .29512 .196 -.1449 1.5377
3 -.03264 .22596 1.000 -.6768 .6115
4 -.10432 .20758 1.000 -.6961 .4874
VAR00009 1 2 -.64835 .38135 .912 -1.7354 .4387
3 -1.31830* .33047 .001 -2.2603 -.3763
4 -1.15587* .31812 .004 -2.0627 -.2490
5 -1.64835* .30481 .000 -2.5173 -.7794
2 1 .64835 .38135 .912 -.4387 1.7354
 3 -.66995 .32221 .394 -1.5885 .2486
4 -.50752 .30954 1.000 -1.3899 .3749
5 -1.00000* .29585 .009 -1.8433 -.1567
3 1 1.31830* .33047 .001 .3763 2.2603
2 .66995 .32221 .394 -.2486 1.5885
4 .16243 .24413 1.000 -.5335 .8584
5 -.33005 .22651 1.000 -.9757 .3156
4 1 1.15587* .31812 .004 .2490 2.0627
2 .50752 .30954 1.000 -.3749 1.3899
3 -.16243 .24413 1.000 -.8584 .5335
5 -.49248 .20809 .193 -1.0857 .1007
5 1 1.64835* .30481 .000 .7794 2.5173
2 1.00000* .29585 .009 .1567 1.8433
3 .33005 .22651 1.000 -.3156 .9757
4 .49248 .20809 .193 -.1007 1.0857

Var 1,2 7,8,9 have significant effect on intention to repurchase from same dealer ie satisfaction
with two wheeler, its quality, and satisfaction with relationship with Dealer, its after sales service
and service during sales are associated with intention to repurchase from same dealer.

One way Anova of variables 1-9 with category variable (theres

no chance that I will buy from same dealer with 5-no chance and
1-intention to buy

Multiple Comparisons
Bonferroni
95% Confidence
Interval
Mean
Dependent (I) (J) Difference Lower Upper
Variable VAR00011 VAR00011 (I-J) Std. Error Sig. Bound Bound
VAR00001 1 2 .79831* .27608 .044 .0113 1.5853
3 .60386 .24772 .160 -.1023 1.3100
4 1.15942* .36830 .020 .1095 2.2093
5 .25466 .44645 1.000 -1.0180 1.5273
2 1 -.79831* .27608 .044 -1.5853 -.0113
3 -.19444 .21111 1.000 -.7963 .4074
4 .36111 .34475 1.000 -.6216 1.3439
 5 -.54365 .42723 1.000 -1.7615 .6742
3 1 -.60386 .24772 .160 -1.3100 .1023
2 .19444 .21111 1.000 -.4074 .7963
4 .55556 .32248 .871 -.3637 1.4748
5 -.34921 .40947 1.000 -1.5165 .8180
4 1 -1.15942* .36830 .020 -2.2093 -.1095
2 -.36111 .34475 1.000 -1.3439 .6216
3 -.55556 .32248 .871 -1.4748 .3637
5 -.90476 .49188 .679 -2.3069 .4974
5 1 -.25466 .44645 1.000 -1.5273 1.0180
2 .54365 .42723 1.000 -.6742 1.7615
3 .34921 .40947 1.000 -.8180 1.5165
4 .90476 .49188 .679 -.4974 2.3069
VAR00002 1 2 .87440* .24580 .005 .1737 1.5751
3 .38829 .22055 .804 -.2404 1.0170
4 .98551* .32791 .031 .0507 1.9203
5 .50932 .39749 1.000 -.6238 1.6424
2 1 -.87440* .24580 .005 -1.5751 -.1737
3 -.48611 .18796 .107 -1.0219 .0497
4 .11111 .30694 1.000 -.7639 .9861
5 -.36508 .38038 1.000 -1.4494 .7192
3 1 -.38829 .22055 .804 -1.0170 .2404
2 .48611 .18796 .107 -.0497 1.0219
4 .59722 .28712 .393 -.2212 1.4157
5 .12103 .36457 1.000 -.9182 1.1603
4 1 -.98551* .32791 .031 -1.9203 -.0507
2 -.11111 .30694 1.000 -.9861 .7639
3 -.59722 .28712 .393 -1.4157 .2212
5 -.47619 .43794 1.000 -1.7246 .7722
5 1 -.50932 .39749 1.000 -1.6424 .6238
2 .36508 .38038 1.000 -.7192 1.4494
3 -.12103 .36457 1.000 -1.1603 .9182
4 .47619 .43794 1.000 -.7722 1.7246
VAR00003 1 2 1.29106* .18993 .000 .7497 1.8325
3 .73551* .17041 .000 .2497 1.2213
4 .31884 .25337 1.000 -.4034 1.0411
5 1.22360* .30713 .001 .3481 2.0991
2 1 -1.29106* .18993 .000 -1.8325 -.7497
*
3 -.55556 .14523 .002 -.9696 -.1415
4 -.97222* .23717 .001 -1.6483 -.2961
5 -.06746 .29391 1.000 -.9053 .7704
3 1 -.73551* .17041 .000 -1.2213 -.2497
2 .55556* .14523 .002 .1415 .9696
4 -.41667 .22185 .624 -1.0491 .2157
5 .48810 .28169 .853 -.3149 1.2911
4 1 -.31884 .25337 1.000 -1.0411 .4034
2 .97222* .23717 .001 .2961 1.6483
3 .41667 .22185 .624 -.2157 1.0491
5 .90476 .33839 .084 -.0599 1.8694
5 1 -1.22360* .30713 .001 -2.0991 -.3481
 2 .06746 .29391 1.000 -.7704 .9053
3 -.48810 .28169 .853 -1.2911 .3149
4 -.90476 .33839 .084 -1.8694 .0599
VAR00004 1 2 .61594 .32494 .600 -.3103 1.5422
3 .08816 .29156 1.000 -.7430 .9193
4 1.11594 .43348 .110 -.1198 2.3516
5 .78261 .52546 1.000 -.7153 2.2805
2 1 -.61594 .32494 .600 -1.5422 .3103
3 -.52778 .24848 .354 -1.2361 .1805
4 .50000 .40576 1.000 -.6567 1.6567
5 .16667 .50283 1.000 -1.2667 1.6001
3 1 -.08816 .29156 1.000 -.9193 .7430
2 .52778 .24848 .354 -.1805 1.2361
4 1.02778 .37955 .076 -.0542 2.1097
5 .69444 .48194 1.000 -.6794 2.0683
4 1 -1.11594 .43348 .110 -2.3516 .1198
2 -.50000 .40576 1.000 -1.6567 .6567
3 -1.02778 .37955 .076 -2.1097 .0542
5 -.33333 .57893 1.000 -1.9837 1.3170
5 1 -.78261 .52546 1.000 -2.2805 .7153
2 -.16667 .50283 1.000 -1.6001 1.2667
3 -.69444 .48194 1.000 -2.0683 .6794
4 .33333 .57893 1.000 -1.3170 1.9837
VAR00005 1 2 1.24034* .24603 .000 .5390 1.9417
3 .51812 .22075 .203 -.1112 1.1474
4 -.23188 .32821 1.000 -1.1675 .7037
*
5 3.00621 .39785 .000 1.8721 4.1403
2 1 -1.24034* .24603 .000 -1.9417 -.5390
3 -.72222* .18813 .002 -1.2585 -.1859
*
4 -1.47222 .30722 .000 -2.3480 -.5965
5 1.76587* .38072 .000 .6806 2.8512
3 1 -.51812 .22075 .203 -1.1474 .1112
2 .72222* .18813 .002 .1859 1.2585
4 -.75000 .28738 .100 -1.5692 .0692
*
5 2.48810 .36490 .000 1.4479 3.5283
4 1 .23188 .32821 1.000 -.7037 1.1675
2 1.47222* .30722 .000 .5965 2.3480
3 .75000 .28738 .100 -.0692 1.5692
5 3.23810* .43834 .000 1.9886 4.4876
5 1 -3.00621* .39785 .000 -4.1403 -1.8721
2 -1.76587* .38072 .000 -2.8512 -.6806
3 -2.48810* .36490 .000 -3.5283 -1.4479
4 -3.23810* .43834 .000 -4.4876 -1.9886
*
VAR00006 1 2 1.33575 .28373 .000 .5270 2.1445
3 .94686* .25458 .003 .2212 1.6726
*
4 1.72464 .37850 .000 .6457 2.8036
5 3.39130* .45881 .000 2.0834 4.6992
2 1 -1.33575* .28373 .000 -2.1445 -.5270
3 -.38889 .21696 .751 -1.0074 .2296
4 .38889 .35430 1.000 -.6211 1.3989
 5 2.05556* .43906 .000 .8040 3.3071
3 1 -.94686* .25458 .003 -1.6726 -.2212
2 .38889 .21696 .751 -.2296 1.0074
4 .77778 .33141 .203 -.1670 1.7225
5 2.44444* .42081 .000 1.2449 3.6440
4 1 -1.72464* .37850 .000 -2.8036 -.6457
2 -.38889 .35430 1.000 -1.3989 .6211
3 -.77778 .33141 .203 -1.7225 .1670
5 1.66667* .50551 .012 .2257 3.1077
5 1 -3.39130* .45881 .000 -4.6992 -2.0834
2 -2.05556* .43906 .000 -3.3071 -.8040
*
3 -2.44444 .42081 .000 -3.6440 -1.2449
4 -1.66667* .50551 .012 -3.1077 -.2257
VAR00007 1 2 .95773* .26365 .004 .2062 1.7093
3 .27717 .23656 1.000 -.3972 .9515
4 .65217 .35171 .657 -.3504 1.6548
5 2.08075* .42634 .000 .8654 3.2961
*
2 1 -.95773 .26365 .004 -1.7093 -.2062
3 -.68056* .20161 .009 -1.2553 -.1059
4 -.30556 .32922 1.000 -1.2440 .6329
5 1.12302 .40799 .067 -.0400 2.2860
3 1 -.27717 .23656 1.000 -.9515 .3972
2 .68056* .20161 .009 .1059 1.2553
4 .37500 .30796 1.000 -.5029 1.2529
5 1.80357* .39103 .000 .6889 2.9182
4 1 -.65217 .35171 .657 -1.6548 .3504
2 .30556 .32922 1.000 -.6329 1.2440
3 -.37500 .30796 1.000 -1.2529 .5029
5 1.42857* .46973 .028 .0895 2.7676
5 1 -2.08075* .42634 .000 -3.2961 -.8654
2 -1.12302 .40799 .067 -2.2860 .0400
3 -1.80357* .39103 .000 -2.9182 -.6889
4 -1.42857* .46973 .028 -2.7676 -.0895
VAR00008 1 2 -.03865 .25755 1.000 -.7728 .6955
3 .37802 .23109 1.000 -.2807 1.0368
4 .73913 .34358 .331 -.2403 1.7186
5 2.16770* .41649 .000 .9805 3.3550
2 1 .03865 .25755 1.000 -.6955 .7728
3 .41667 .19695 .361 -.1448 .9781
4 .77778 .32161 .168 -.1390 1.6946
5 2.20635* .39856 .000 1.0702 3.3425
3 1 -.37802 .23109 1.000 -1.0368 .2807
2 -.41667 .19695 .361 -.9781 .1448
4 .36111 .30084 1.000 -.4965 1.2187
5 1.78968* .38199 .000 .7008 2.8786
4 1 -.73913 .34358 .331 -1.7186 .2403
2 -.77778 .32161 .168 -1.6946 .1390
3 -.36111 .30084 1.000 -1.2187 .4965
5 1.42857* .45887 .022 .1205 2.7366
5 1 -2.16770* .41649 .000 -3.3550 -.9805
 2 -2.20635* .39856 .000 -3.3425 -1.0702
3 -1.78968* .38199 .000 -2.8786 -.7008
*
4 -1.42857 .45887 .022 -2.7366 -.1205
VAR00009 1 2 -.00845 .27024 1.000 -.7788 .7619
3 -.27234 .24248 1.000 -.9636 .4189
4 .46377 .36052 1.000 -.5639 1.4915
5 1.70186* .43701 .001 .4561 2.9476
2 1 .00845 .27024 1.000 -.7619 .7788
3 -.26389 .20665 1.000 -.8530 .3252
4 .47222 .33746 1.000 -.4898 1.4342
5 1.71032* .41820 .001 .5182 2.9024
3 1 .27234 .24248 1.000 -.4189 .9636
2 .26389 .20665 1.000 -.3252 .8530
4 .73611 .31567 .211 -.1637 1.6360
5 1.97421* .40082 .000 .8316 3.1168
4 1 -.46377 .36052 1.000 -1.4915 .5639
2 -.47222 .33746 1.000 -1.4342 .4898
3 -.73611 .31567 .211 -1.6360 .1637
5 1.23810 .48149 .111 -.1344 2.6106
5 1 -1.70186* .43701 .001 -2.9476 -.4561
*
2 -1.71032 .41820 .001 -2.9024 -.5182
3 -1.97421* .40082 .000 -3.1168 -.8316
4 -1.23810 .48149 .111 -2.6106 .1344

There’s significant difference in means of variables 6,7,8,9 i.e dissatisfaction with dealer, relationship
with the dealer, sales service and after sales service are important factors related to decision of customer
not to repurchase from samedealer.

One way ANOVA of variables 1-7 wrt brand of motorcycle purchased.

Bonferroni
95% Confidence
Interval
Mean
Dependent (I) (J) Difference Lower Upper
Variable VAR00017 VAR00017 (I-J) Std. Error Sig. Bound Bound
VAR00001 1 2 .04130 .23331 1.000 -.6238 .7064
3 .20833 .42377 1.000 -.9997 1.4164
4 2.33333* .76397 .027 .1555 4.5111
5 1.00000 .63566 1.000 -.8120 2.8120
2 1 -.04130 .23331 1.000 -.7064 .6238
3 .16704 .37977 1.000 -.9155 1.2496
4 2.29204* .74046 .024 .1813 4.4028
5 .95870 .60721 1.000 -.7722 2.6896
3 1 -.20833 .42377 1.000 -1.4164 .9997
2 -.16704 .37977 1.000 -1.2496 .9155
4 2.12500 .82063 .106 -.2143 4.4643
5 .79167 .70275 1.000 -1.2116 2.7949
4 1 -2.33333* .76397 .027 -4.5111 -.1555
*
2 -2.29204 .74046 .024 -4.4028 -.1813
3 -2.12500 .82063 .106 -4.4643 .2143
 5 -1.33333 .94759 1.000 -4.0345 1.3679
5 1 -1.00000 .63566 1.000 -2.8120 .8120
2 -.95870 .60721 1.000 -2.6896 .7722
3 -.79167 .70275 1.000 -2.7949 1.2116
4 1.33333 .94759 1.000 -1.3679 4.0345
VAR00002 1 2 -.16445 .20821 1.000 -.7580 .4291
3 .20833 .37819 1.000 -.8698 1.2864
4 2.08333* .68180 .027 .1398 4.0269
5 .75000 .56729 1.000 -.8671 2.3671
2 1 .16445 .20821 1.000 -.4291 .7580
3 .37279 .33892 1.000 -.5934 1.3389
4 2.24779* .66082 .009 .3640 4.1315
5 .91445 .54190 .937 -.6303 2.4592
3 1 -.20833 .37819 1.000 -1.2864 .8698
2 -.37279 .33892 1.000 -1.3389 .5934
4 1.87500 .73237 .115 -.2127 3.9627
5 .54167 .62716 1.000 -1.2461 2.3295
4 1 -2.08333* .68180 .027 -4.0269 -.1398
2 -2.24779* .66082 .009 -4.1315 -.3640
3 -1.87500 .73237 .115 -3.9627 .2127
5 -1.33333 .84567 1.000 -3.7440 1.0774
5 1 -.75000 .56729 1.000 -2.3671 .8671
2 -.91445 .54190 .937 -2.4592 .6303
3 -.54167 .62716 1.000 -2.3295 1.2461
4 1.33333 .84567 1.000 -1.0774 3.7440
VAR00003 1 2 -.05162 .18560 1.000 -.5807 .4775
3 -.29167 .33713 1.000 -1.2527 .6694
4 -.66667 .60776 1.000 -2.3992 1.0658
5 -.50000 .50569 1.000 -1.9415 .9415
2 1 .05162 .18560 1.000 -.4775 .5807
3 -.24004 .30212 1.000 -1.1013 .6212
4 -.61504 .58907 1.000 -2.2942 1.0642
5 -.44838 .48306 1.000 -1.8254 .9286
3 1 .29167 .33713 1.000 -.6694 1.2527
2 .24004 .30212 1.000 -.6212 1.1013
4 -.37500 .65284 1.000 -2.2360 1.4860
5 -.20833 .55906 1.000 -1.8020 1.3853
4 1 .66667 .60776 1.000 -1.0658 2.3992
2 .61504 .58907 1.000 -1.0642 2.2942
3 .37500 .65284 1.000 -1.4860 2.2360
5 .16667 .75384 1.000 -1.9822 2.3156
5 1 .50000 .50569 1.000 -.9415 1.9415
2 .44838 .48306 1.000 -.9286 1.8254
3 .20833 .55906 1.000 -1.3853 1.8020
4 -.16667 .75384 1.000 -2.3156 1.9822
VAR00004 1 2 -.13201 .28090 1.000 -.9327 .6687
3 .66667 .51022 1.000 -.7878 2.1211
4 .91667 .91981 1.000 -1.7054 3.5387
5 .08333 .76533 1.000 -2.0983 2.2650
2 1 .13201 .28090 1.000 -.6687 .9327
3 .79867 .45724 .828 -.5047 2.1021
 4 1.04867 .89151 1.000 -1.4927 3.5900
5 .21534 .73108 1.000 -1.8687 2.2994
3 1 -.66667 .51022 1.000 -2.1211 .7878
2 -.79867 .45724 .828 -2.1021 .5047
4 .25000 .98804 1.000 -2.5665 3.0665
5 -.58333 .84610 1.000 -2.9953 1.8286
4 1 -.91667 .91981 1.000 -3.5387 1.7054
2 -1.04867 .89151 1.000 -3.5900 1.4927
3 -.25000 .98804 1.000 -3.0665 2.5665
5 -.83333 1.14089 1.000 -4.0856 2.4189
5 1 -.08333 .76533 1.000 -2.2650 2.0983
2 -.21534 .73108 1.000 -2.2994 1.8687
3 .58333 .84610 1.000 -1.8286 2.9953
4 .83333 1.14089 1.000 -2.4189 4.0856
VAR00005 1 2 -.08813 .25960 1.000 -.8282 .6519
3 -.04167 .47154 1.000 -1.3858 1.3025
4 .70833 .85008 1.000 -1.7149 3.1316
5 .04167 .70731 1.000 -1.9746 2.0579
2 1 .08813 .25960 1.000 -.6519 .8282
3 .04646 .42257 1.000 -1.1581 1.2511
4 .79646 .82393 1.000 -1.5522 3.1452
5 .12979 .67565 1.000 -1.7962 2.0558
3 1 .04167 .47154 1.000 -1.3025 1.3858
2 -.04646 .42257 1.000 -1.2511 1.1581
4 .75000 .91313 1.000 -1.8530 3.3530
5 .08333 .78196 1.000 -2.1457 2.3124
4 1 -.70833 .85008 1.000 -3.1316 1.7149
2 -.79646 .82393 1.000 -3.1452 1.5522
3 -.75000 .91313 1.000 -3.3530 1.8530
5 -.66667 1.05439 1.000 -3.6723 2.3390
5 1 -.04167 .70731 1.000 -2.0579 1.9746
2 -.12979 .67565 1.000 -2.0558 1.7962
3 -.08333 .78196 1.000 -2.3124 2.1457
4 .66667 1.05439 1.000 -2.3390 3.6723
VAR00006 1 2 .02987 .28471 1.000 -.7817 .8415
3 .12500 .51714 1.000 -1.3492 1.5992
4 1.37500 .93228 1.000 -1.2826 4.0326
5 .37500 .77571 1.000 -1.8362 2.5862
2 1 -.02987 .28471 1.000 -.8415 .7817
3 .09513 .46344 1.000 -1.2259 1.4162
4 1.34513 .90360 1.000 -1.2307 3.9210
5 .34513 .74099 1.000 -1.7671 2.4574
3 1 -.12500 .51714 1.000 -1.5992 1.3492
2 -.09513 .46344 1.000 -1.4162 1.2259
4 1.25000 1.00143 1.000 -1.6047 4.1047
5 .25000 .85757 1.000 -2.1946 2.6946
4 1 -1.37500 .93228 1.000 -4.0326 1.2826
2 -1.34513 .90360 1.000 -3.9210 1.2307
3 -1.25000 1.00143 1.000 -4.1047 1.6047
5 -1.00000 1.15635 1.000 -4.2963 2.2963
5 1 -.37500 .77571 1.000 -2.5862 1.8362
 2 -.34513 .74099 1.000 -2.4574 1.7671
3 -.25000 .85757 1.000 -2.6946 2.1946
4 1.00000 1.15635 1.000 -2.2963 4.2963
VAR00007 1 2 -.04572 .24114 1.000 -.7331 .6417
3 .41667 .43800 1.000 -.8319 1.6652
4 1.66667 .78961 .365 -.5842 3.9176
5 .83333 .65700 1.000 -1.0395 2.7062
2 1 .04572 .24114 1.000 -.6417 .7331
3 .46239 .39251 1.000 -.6565 1.5813
4 1.71239 .76532 .268 -.4692 3.8940
5 .87906 .62759 1.000 -.9100 2.6681
3 1 -.41667 .43800 1.000 -1.6652 .8319
2 -.46239 .39251 1.000 -1.5813 .6565
4 1.25000 .84818 1.000 -1.1678 3.6678
5 .41667 .72634 1.000 -1.6538 2.4872
4 1 -1.66667 .78961 .365 -3.9176 .5842
2 -1.71239 .76532 .268 -3.8940 .4692
3 -1.25000 .84818 1.000 -3.6678 1.1678
5 -.83333 .97939 1.000 -3.6252 1.9585
5 1 -.83333 .65700 1.000 -2.7062 1.0395
2 -.87906 .62759 1.000 -2.6681 .9100
3 -.41667 .72634 1.000 -2.4872 1.6538
4 .83333 .97939 1.000 -1.9585 3.6252
VAR00008 1 2 .08407 .24057 1.000 -.6017 .7698
3 .25000 .43697 1.000 -.9956 1.4956
4 1.00000 .78775 1.000 -1.2456 3.2456
5 .16667 .65545 1.000 -1.7018 2.0351
2 1 -.08407 .24057 1.000 -.7698 .6017
3 .16593 .39159 1.000 -.9504 1.2822
4 .91593 .76352 1.000 -1.2606 3.0924
5 .08260 .62611 1.000 -1.7022 1.8674
3 1 -.25000 .43697 1.000 -1.4956 .9956
2 -.16593 .39159 1.000 -1.2822 .9504
4 .75000 .84618 1.000 -1.6622 3.1622
5 -.08333 .72463 1.000 -2.1490 1.9823
4 1 -1.00000 .78775 1.000 -3.2456 1.2456
2 -.91593 .76352 1.000 -3.0924 1.2606
3 -.75000 .84618 1.000 -3.1622 1.6622
5 -.83333 .97709 1.000 -3.6186 1.9520
5 1 -.16667 .65545 1.000 -2.0351 1.7018
2 -.08260 .62611 1.000 -1.8674 1.7022
3 .08333 .72463 1.000 -1.9823 2.1490
4 .83333 .97709 1.000 -1.9520 3.6186
VAR00009 1 2 .23341 .24576 1.000 -.4672 .9340
3 .62500 .44639 1.000 -.6475 1.8975
4 .87500 .80474 1.000 -1.4190 3.1690
5 .37500 .66958 1.000 -1.5337 2.2837
2 1 -.23341 .24576 1.000 -.9340 .4672
3 .39159 .40004 1.000 -.7488 1.5319
4 .64159 .77998 1.000 -1.5818 2.8650
5 .14159 .63962 1.000 -1.6817 1.9649
 3 1 -.62500 .44639 1.000 -1.8975 .6475
2 -.39159 .40004 1.000 -1.5319 .7488
4 .25000 .86443 1.000 -2.2142 2.7142
5 -.25000 .74025 1.000 -2.3602 1.8602
4 1 -.87500 .80474 1.000 -3.1690 1.4190
2 -.64159 .77998 1.000 -2.8650 1.5818
3 -.25000 .86443 1.000 -2.7142 2.2142
5 -.50000 .99816 1.000 -3.3454 2.3454
5 1 -.37500 .66958 1.000 -2.2837 1.5337
2 -.14159 .63962 1.000 -1.9649 1.6817
3 .25000 .74025 1.000 -1.8602 2.3602
4 .50000 .99816 1.000 -2.3454 3.3454

Though satisfaction with two wheeler for all the brands is high its significantly higher for Hero Honda,
Bajaj and Suzuki. Satisfaction with quality is significantly high for hero Honda, Bajaj , Suzuki and
Kinetic though its low for TVS. Satisfaction with product reliability is highest for TVS followed by
Kinetic. Satisfaction with two wheeler attributes is high for Hero Honda, Bajaj and Kinetic. Satisfaction
with price of the two wheeler is lowest for TVS. Satisfaction with Dealer, Dealer service and after sales
service is moderate for all the two wheelers and significantly low forTVS.

Cross tabulation of Brand of Motorcycle with average mileage per month with control variable of
Most important use:

VAR00019
VAR00018 1 2 3 4 Total
1 VAR00017 1 Count 0 0 0 6 6
% within .0% .0% .0% 100.0% 100.0%
VAR00017

% within .0% .0% .0% 75.0% 11.5%

VAR00019

% of Total .0% .0% .0% 11.5% 11.5%

2 Count 11 17 16 0 44
% within 25.0% 38.6% 36.4% .0% 100.0%
VAR00017

% within 100.0% 100.0% 100.0% .0% 84.6%

VAR00019

% of Total 21.2% 32.7% 30.8% .0% 84.6%

4 Count 0 0 0 2 2
% within .0% .0% .0% 100.0% 100.0%
VAR00017

% within .0% .0% .0% 25.0% 3.8%

VAR00019

% of Total .0% .0% .0% 3.8% 3.8%

Total Count 11 17 16 8 52
 % within 21.2% 32.7% 30.8% 15.4% 100.0%
VAR00017

% within 100.0% 100.0% 100.0% 100.0% 100.0%

VAR00019

% of Total 21.2% 32.7% 30.8% 15.4% 100.0%

2 VAR00017 1 Count 0 10 5 15
% within .0% 66.7% 33.3% 100.0%
VAR00017

% within .0% 31.3% 11.1% 18.5%

VAR00019

% of Total .0% 12.3% 6.2% 18.5%

2 Count 4 22 37 63
% within 6.3% 34.9% 58.7% 100.0%
VAR00017

% within 100.0% 68.8% 82.2% 77.8%

VAR00019

% of Total 4.9% 27.2% 45.7% 77.8%

5 Count 0 0 3 3
% within .0% .0% 100.0% 100.0%
VAR00017

% within .0% .0% 6.7% 3.7%

VAR00019

% of Total .0% .0% 3.7% 3.7%

Total Count 4 32 45 81
% within 4.9% 39.5% 55.6% 100.0%
VAR00017

% within 100.0% 100.0% 100.0% 100.0%

VAR00019

% of Total 4.9% 39.5% 55.6% 100.0%

3 VAR00017 2 Count 0 3 3
% within .0% 100.0% 100.0%
VAR00017

% within .0% 100.0% 27.3%

VAR00019

% of Total .0% 27.3% 27.3%

3 Count 8 0 8
 % within 100.0% .0% 100.0%
VAR00017

% within 100.0% .0% 72.7%

VAR00019

% of Total 72.7% .0% 72.7%

Total Count 8 3 11
% within 72.7% 27.3% 100.0%
VAR00017

% within 100.0% 100.0% 100.0%

VAR00019

% of Total 72.7% 27.3% 100.0%

4 VAR00017 1 Count 0 3 3
% within .0% 100.0% 100.0%
VAR00017

% within .0% 100.0% 50.0%

VAR00019

% of Total .0% 50.0% 50.0%

2 Count 3 0 3
% within 100.0% .0% 100.0%
VAR00017

% within 100.0% .0% 50.0%

VAR00019

% of Total 50.0% .0% 50.0%

Total Count 3 3 6
% within 50.0% 50.0% 100.0%
VAR00017

% within 100.0% 100.0% 100.0%

VAR00019

% of Total 50.0% 50.0% 100.0%

In Family outing, Hero Honda and TVS are used for more than 1000 kms per month with Bajaj used for <
1000 kms. For visiting Friends, hero Honda is used for 200-500 kms and Bajaj and TVS are used for 500-
1000 kms/mth. For Household Chores, Bajaj Auto is used for >1000 kms and Suzuki for 500-1000 kms.
ForOfficeCommuting,HeroHondisusedfor500-1000kmsandBajajAutoisusedfor201-500kms.
Thus Brands of two wheelers are positioned wrt average mileage per month and purpose of use.
Cross tabulation of Brand of Motorcycle with average usage per momth

VAR00017 * VAR00019 Cross tabulation

VAR00019
1 2 3 4 Total
VAR00017 1 Count 0 10 8 6 24
% within .0% 41.7% 33.3% 25.0% 100.0%
VAR00017

% within .0% 17.5% 12.5% 54.5% 16.0%

VAR00019

% of Total .0% 6.7% 5.3% 4.0% 16.0%

2 Count 18 39 53 3 113
% within 15.9% 34.5% 46.9% 2.7% 100.0%
VAR00017

% within 100.0% 68.4% 82.8% 27.3% 75.3%

VAR00019

% of Total 12.0% 26.0% 35.3% 2.0% 75.3%

3 Count 0 8 0 0 8
% within .0% 100.0% .0% .0% 100.0%
VAR00017

% within .0% 14.0% .0% .0% 5.3%

VAR00019

% of Total .0% 5.3% .0% .0% 5.3%

4 Count 0 0 0 2 2
% within .0% .0% .0% 100.0% 100.0%
VAR00017

% within .0% .0% .0% 18.2% 1.3%

VAR00019

% of Total .0% .0% .0% 1.3% 1.3%

5 Count 0 0 3 0 3
% within .0% .0% 100.0% .0% 100.0%
VAR00017

% within .0% .0% 4.7% .0% 2.0%

VAR00019

% of Total .0% .0% 2.0% .0% 2.0%

Total Count 18 57 64 11 150
% within 12.0% 38.0% 42.7% 7.3% 100.0%
VAR00017

% within 100.0% 100.0% 100.0% 100.0% 100.0%

VAR00019

% of Total 12.0% 38.0% 42.7% 7.3% 100.0%

TVS average use is more than 1000 kms per month, Kinetic is 500-1000 kms/month. Hero Honda and
bajaj usage varies from 200-1000 kms/mnth while Suzuki usage is 200-500 kms/mnth.
Cross tabulation of Brand of Motorcycle with average monthly Income

VAR00017 * VAR00016 Cross tabulation

VAR00016
1 2 3 4 Total
VAR00017 1 Count 10 10 3 1 24
% within 41.7% 41.7% 12.5% 4.2% 100.0%
VAR00017

% within 22.2% 13.9% 15.8% 7.1% 16.0%

VAR00016

% of Total 6.7% 6.7% 2.0% .7% 16.0%

2 Count 31 54 16 12 113
% within 27.4% 47.8% 14.2% 10.6% 100.0%
VAR00017

% within 68.9% 75.0% 84.2% 85.7% 75.3%

VAR00016

% of Total 20.7% 36.0% 10.7% 8.0% 75.3%

3 Count 2 5 0 1 8
% within 25.0% 62.5% .0% 12.5% 100.0%
VAR00017

% within 4.4% 6.9% .0% 7.1% 5.3%

VAR00016

% of Total 1.3% 3.3% .0% .7% 5.3%

4 Count 1 1 0 0 2
% within 50.0% 50.0% .0% .0% 100.0%
VAR00017

% within 2.2% 1.4% .0% .0% 1.3%

VAR00016

% of Total .7% .7% .0% .0% 1.3%

5 Count 1 2 0 0 3
% within 33.3% 66.7% .0% .0% 100.0%
VAR00017

% within 2.2% 2.8% .0% .0% 2.0%

VAR00016

% of Total .7% 1.3% .0% .0% 2.0%

Total Count 45 72 19 14 150
% within 30.0% 48.0% 12.7% 9.3% 100.0%
VAR00017

% within 100.0% 100.0% 100.0% 100.0% 100.0%

VAR00016

% of Total 30.0% 48.0% 12.7% 9.3% 100.0%

TVS and Kinetic owners average annual income is mostly 150000-30000 while owners of Bajaj, hero
Honda and Suzuki average annual income is 0-300000.
LIMITATIONS OF THE STUDY

Every research has some limitation. It is very difficult to remove all the limitation but we reduce

limitation. Some of limitation of this study is as follows:

1. The project had to be undertaken within a limited timespan.

2. The response required from the customers had some element ofbiasness.

3. Few people gave ill-logicalanswers.

4. Some people did not fill thequestionnaire.

5. Nobody can perception’s actual behavior of consumer so that study is not based on

properfinding.
RECOMMENDATION

&

CONCLUSION
RECOMMENDATIONS & CONCLUSION

This research study indicates the level of After-Sale services. Majority of the respondents

are satisfied with the After-sale services provided by company and dealer. On the basis of our

survey we want to provide some recommendations to the company or dealers.

1. Company should provide insurance facilities to its customers with the collaboration of an

insurance company.

2. Companies should provide accurate information about the product & after sale services to

itscustomer.

3. Dealers should provide original spare-pats to the company because most of the better

qualityaspect.

4. Companies should provide better quality services to the customers by changing low

changes.

KEY LEARNING

1. Great experience of field outside theclass.

2. Getting knowledge of customer satisfaction after sales service by putting question during
the projectreport.

3. Practicalknowledge.

4. Improving in language and know how to talk withcustomer.

BIBLIOGRAPHY

The study material is available on the internet and also from other material

BOOKS OFMARKETING
Marketing management – Philip Kotler
Marketing management: principal and concepts – Madhulika Gharpurey

BOOK OF RESEARCHMETHODOLOGY
C. R. Kothari

NEWSPAPER
Economic times
Times of India
Mint

MAGAZINE.
India today
Business world
Indian economies

QUESTIONNAIRES
WEBSITE

www.google.com

www.yahoo.com

www.tngov.nic.in
ANNEXURE
QUESTIONNIAR

ModelofMotorcycle: DateofPurchase: _ _
Brand ofMotorcycle:
Vehicle ownership status: First/Second/Third
Name of dealer from whom the Motorcycle was purchased ______________

Please rate your degree of agreement with the following statements on a scal

1=strongly disagree, 2= somewhat disagree,3= neutral, 4= somewhat agree, 5=Strongly agree

1. I am Satisfied with the TwoWheeler

2. I am satisfied with the Quality' of the TwoWheeler
3. I am satisfied with the Reliability of the TwoWheeler
4. I am satisfied with the Different Two Wheelerattributes
5. I am satisfied with the Price of the TwoWheeler
6. I am Satisfied with thedealer
7. I am Satisfied with the Relationship with thedealer
8. I am Satisfied with the Sales service (duringsales)
9. I am Satisfied with the After-salesservice

Please answer your degree of agreement with the following statement on a scale
10. "I will certainly buy from the samedealer"
11. "There is no chance that I will buy from the samedealer"
In the previous question, you have stated certain likelihood
That you would repurchase a two wheeler of brand X from the same dealer. What is (are) the
most important Reason for stating that specificlikelihood?"

Name of therespondent:

Address:

MobileNo:

E-mailAddress: _ _

12. Gender Male female

13. Age group oftherespondent: (*Please tick)

1.15yrsto25yrs ()

2. 26yrsto35yrs ()

3.36yrsto45yrs ()

4. 46yrsto55yrs ()

5. 56yrsto65yrs ()

14. Marital Status:

1. Single ( ) 2. Married ()

3. Divorced ( ) 4. Widower ()

5.Others () Pleasespecify _
15. Occupation: (*Please tick)

1. Business () 6. Housewife ()

2. Pvt. Sec Employees () 7. Student ( )

3. Public Sec Employees () 8. Retired ( )

4. Self-Employed () 9.Others ( )

5. Professional ()

16. FamilyIncome: (*Pleasetick)

1. Lessthan1,50,000 ()
2. 1,50,000-3,00,000 ()
3. 3,00,001-5,00,000 ()
4. .Above 5,00,000 ()

17. Brand ofMotorcycle:

(1) HeroHonda (2)Bajaj (3)Suzuki (4)TVS (5) Kinetic

18. Motorcycle is used as follows: Please rank Office commuting;

(1). Family outing( 2.)Visitingfriends/socializing (3).HouseholdChores_ (4).Office

19 Average mileages per month

(1).<200kms; (2). 201-500kms (3.)501-1000kms; (4.)1000 kmsabove