customer awareness of hero-motocorp anurum report

8/13/2019 Customer Awareness of Hero-motocorp Anurum Report

1/93

A SUMMER TRAINING REPORTON

CUSTOMER AWARENESS

HERO MOTOCORP

SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF

DEGREE OFMASTER OF BUSINESS ADMINISTRATION

SUBMITTED BY:-

ANU

M.B.A. 3rdSEM.

ROLL. NO.:-1236370013

UNDER GUIDENCE OF:- UNDER SUPERVISON OF :-

MISS. NEHA NAZNEEN SIDDIQUI MR.VIDIT NARAIN

ASST.

PROFESSOR MANAIN DIRE!TOR

AMBALI"A INSTITUTE OF B.M.#.SPEEDMOTOR #AEN

MANAEMENT $TE!H. UNIT- LU!"NO#

AMBALIKA INSTITUTE OF MANAGEMENT & TECHNOLOGY

MAURAWAN ROAD, MOHANLALGANJ, LUCKNOW (U.P. )

1


2/93

Declaration

I %&r&'( d&)*+r& ,%+, ,%& r/&), r&r, &,,*&d !USTOMER A#ARENESS 4r

HERO MOTO!ORP +r,+* 45*4**&, 4 r&5r&&,8 4r ,%& d&9r&& 4

+8,&r8 4 '58&88 +d8,r+, , I8,,5,& 4 E9&&r9 +d T&)%*9(

L5);< 8 ( r9+*


3/93

PREFACE

Tr+9 %+8 8,&rr&,&d '( 8, 4 58 +8 + *+,4r 4r r/&), r&4r+,.

Id58,r+* ,r+9 ,r5& 8&8& %+8 '&& )*5d&d )r)5*+r , +;& ,%& 8,5d&,


4/93

ACKNOWLEDGEMENT

A ,+8; r r/&), )+, '& )*&,&d +*&. I, r&5r&8 ,%& &44r, 4 +( dd5+*8. I

,+;& ,%8 r,5,( , ,%+; +** ,%8&


5/93

EECUTIVE SUMMARY

D&9r+%)8 ),5& , 8%< + 8,& r&r, , 85r r&,+*9 9r


6/93

TABLE OF CONTENT

S.N. TOPI! P+9& N.

1. I,rd5), O4 !OMPAN> G

2. !+( Pr4*&

3. !+( P&r4r+)& 12

C. H8,r( 13

. !%+r+8 Pr4*& 1

6. A


7/93

INTRODUCTION OF COMPANY

INTRODUCTION

GENERAL INTRODUCTION TO THE STUDY

T


8/93

COMPANY PROFILE

HERO MOTOCORP L!".4r&r*( HERO HONDA 8 +Id+ ,r)()*& +d 8),&r +54+),5r&r '+8&d N&< D&*% Id+. HERO 8,+r,&d

1GC +8 + /, &,5r& '&,


9/93

P*"#! $/

Sleek

Street Achiever

Ambition 133, Ambition 135

CBZ, CBZ Star, CBZ Xtreme

CD 100, CD 100 SS, HERO o!, CD Da"n, CD Del#$e, CD Del#$e %Sel&

Start'

(lamo#r, (lamo#r )*+

H#nk

ari-ma, ari-ma R, ari-ma Z.R )+

/aion, /aion /l#, /aion /ro

/lea#re

Slen2or, Slen2or, Slen2or %4imite2 E2ition', S#er Slen2or, Slen2orX(, Slen2or /RO

Hero +m#le la#nche2 in 6011 a&ter the earation o& hero an2 Hon2a* +t

+n2ia7 &irt o&&8roa2 an2 on roa2 Bike*


10/93

H* M*!*C*04r&r*( H* H*$"8 + ,r)()*& +d 8),&r +54+),5r&r '+8&d

Id+. H&r Hd+ 8,+r,&d 1GC +8 + /, &,5r& '&,


11/93


12/93

HISTORYH&r M, !r


13/93

200 -- N&< Md&*8 4 H&r Hd+ ,r)()*& "+r=+:"+r=+ - ZMR +d *,&d

&d, 4H&r Hd+ ,r)()*& H5;*+5)%&d

2010 -- N&< Md&*8 4 H&r Hd+ ,r)()*& S*&dr Pr +d N&< H&r Hd+

,r)()*& H5;+d N&< H&r Hd+ M,r)()*& S5&r S*&dr *+5)%&d.

2011 -- N&< Md&*8 4 H&r Hd+ ,r)()*&8 *+5r *+5r FI !BZ-,r&&

"+r=+ *+5)%&d N&< *)&89 +rr+9&&, 89&d '&,


14/93

CHAIRMAN1S PROFILE

D.B2%3*+$ L'' M#$%'

D, dr&+ 4 (5 )+, 45*4** (5r dr&+8

Br/%+ L+** M5/+* 8 4,& 4d 4 8+(9. T%&

45d&r +d +,r+r)% 4 ,%& 3.2 '** H&r r5 8

(5r )*+88) 4r8, 9&&r+, &,r&r&&5r. H& 8 + +


15/93

#%& Br/%+ +d %8 'r,%&r8 8,+r,&d 5, ,%&r&


16/93

T%& L5d%++ S,); E)%+9&


17/93

M&r+* H8,+* +595r+,&d - A H8,+* ,%& &r( 4 45d&r M++99

Dr&),r Mr. R++ "+, M5/+*

2000 C000000,% ,r)()*& rd5)&d Er&, M++9&&, S(8,& 4 5r9+

P*+, )&r,4&d ISO-1C001 '( DNV H**+d S*&dr d&)*+r&d #r*d N. 1 - *+r9&8,

8&**9 89*& ,


18/93

2006 H&r Hd+ 8 ,%& #r*d N. 1 4r ,%& ,% (&+r + r< 1 ** rd5),

*&8,& +)%&&d

2007 H&r Hd+ 8 ,%& #r*d N. 1 4r ,%& 6,% (&+r + r< N&< S*&dr N

*+5)%&dN&< !D D&*5& *+5)%&d N&< P+88 P*58 *+5)%&d

N&< ,r)()*& d&* H5; *+5)%&d 20 ** rd5), *&8,& +)%&&d

200G H&r Hd+ H+rd


19/93

AWARDS AND ACHIEVEMENTS

2011 T


20/93

- B2 M *7 !+ Y'( ET-Z9 #%&&*8 !+r $ B;& 4 ,%& >&+r AT4*-4+' M$#7!# *7 !+ Y>'( NDTV Pr4, !+r $ B;& A


21/93

2006.!D D&*5& r+,&d +8 N 1 8,+d+rd ,r)()*& '( TNS V)& 4 ,%& !58,&r

A


22/93

NDTV V&&+r A


23/93

1 N+,+* Prd5),,( A


24/93

=. P*"#!: H&r M,!r 44&r8


25/93

Celebrit! en2orement 9h! ho#l2 bo! have all the n

H#3 M2$ H2 H*

,%&8&


26/93

r&4*&),8 ,8 ),&, ,


27/93

FEATUREN&< d9,+* K A+*9 )' &,&r )8*& A** 8&)5r& 9, 8


28/93

FEATURES

A &< &9& 4r '&,,&r &r4r+)& P


29/93

CD DELUX

FEATURESN&< &9& 4r &%+)&d &r4r+)& $ 8,r&88-4r&& rd&. Tr+&=d+* 5*,-r&4*&),r

%&+d*9%, 4r &%+)&d 8'*,( rd&8 '&,,&r 8+4&,( $ ,r&d( ,r+&=d+* 8%+& *&d8

r& +&+* , ,%& ';&.Br+d 8r


30/93

GLAMOUR

FEATURESS),**+,9 &< 9r+%)8.

A** &< 8,(*8% 8r +d %&+d*9%,8.

Ed9( &< 544*&r )&r.

E(& )+,)%9 d9,+* ++*9 )' &,&r )8*&.

A** &< +&rd(+) +r 8) 8%r5d8.

COLOURS

PRI!E IN MUMBAIES%


31/93

GLAMOUR FI

FEATURES

Ed9( &< 8r +d %&+d*9%,.

R&+* ,& *&+9& d)+,r.

B+; +9*& 8&8r.

N&< d9,+* ++*9 )' &,&r )8*&

S,59 &< 9r+%)8.

COLO(!S

PRI!E MUMBAIES%


32/93

HUNK

FEATURESF*+r&d 4&d&r8 +d ,5'&*&88 ,(r&8 !,5r&d8r A+*9-D9,+* 8&&d +&* )%r&-

,9&d 4*+& r+9& )8*& R&d H, LED ,+* *9%, Rd9&d 544*&r )&r


33/93

Do#ble Dic ,?1< =


34/93

PASSION PRO

FEATURES

D9,+*-A+*9 8&&d&,&r

S,(*8% 8r


35/93

PLEASURE

FEATURES

E),9 'd( 9r+%)8 L&88 ,5r9 r+d58 S,% 858&8 8(8,&N&< &,&r

)8*& P5),5r&-R&88,+, ,544 5 ,5'& Tr&d( r&+r 9r d&r ,+* *9%, P


36/93

SPLENDOR

)"AT(!"S

N&, 9&&r+, +&rd(+) d&89


37/93

SPLENDOR +

)"AT(!"S

E),9 &< 'd( 9r+%)8 P


38/93

SPLENDOR PRO

FEATURES

S,(*8% &,&r )8*& E),9 &< 'd( 9r+%)8 S,(*8% &< +**(


39/93

IMPULSE

FEATURES

H9% ,r5& ATFT &9& +d %9% 9r5d )*&+r+)& 4r r59% ,&rr+ rd9 R+8&d

4&d&r +d *+r9& d+&,&r 4r,


40/93

Sin;le Dic


41/93

M+r;&, 8&9&,+, 8 + ))&, &))8+d+r;&,9. A +r;&, 8&9&, 8 + 85'-

8&, 4 + +r;&,+d& 5 4 &*& r r9+=+,8


42/93

B&%+r+* 8&9&,+,

T%& rd5), +r& 8&9&,&d ,%& '+88 4 Pr)& L;8 S,+d+rd8 !*+88&,) L;&

"+r=+ Fr %9% Ed B5(&r8 +d >5,% S*&dr 4r Mdd*& !*+88 P&*& Ad O44)&

9&r8 HUN"!BZLAMOUR 4r ,%& >59&r 9r


43/93

RESEARCH METHODOLOGY

I$!*"#!2*$

T%& ,


44/93

T%& r&85*,8 4 ,%& 5r)%+8& &&r&)& 5&8,


45/93

d+,+ +( +r( +d )+ '& )**&),&d ,%r59% +r58 &,%d8 *;& 5&8,+r& &r8+*

,&r&865 658?0 ?0855 55

Age

Age of the respondents

A$'92:

7


58/93

A'& C0 4 ,%& +r,)+,8 4 ,%& 85r&(


59/93

C+! N* =.

O&&upation of the !espodents

0

5

10

15

60

65

30

35

?0

B#ine /&nl Eml!e St2nt Other

O&&upation

o

of!espondents

A$'92:


60/93

T%& +/r,( 4 ,%& HERO)58,&r8 +r,)+,&d ,%& 85r&(


61/93

C+! N* =.

SO(!C"S O) A+A!""SS O) H"!O

HO,A-./

01/

23/

0./

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

ADVERTISEMENT FRIENDS RELATIVES OTHERS

S!&!#-

H

*7R,-0*$",$!-

A$'92:

T%8 8,+,8,) r&&+*8 ,%+, 9r&+,&r +r, 4 r&8d&,8 %+& 9, ,%& 4r+, 4r T.V

+d +d&r,8&&, ,%&r ,%+ 4r&d8 $ r&*+,&8


62/93

SATISFACTION ABOUT PRODUCT BRIEFING DONE BY SALES

EECUTIVE

T' N* =.

SATISFA!TION NO. OF

RESPONDENTS

OF

RESPONDENTS

>ES 2 2

NO 0G 0G

TOTAL 100 100

S5r)&: 85r&( d+,+

INTERPRETATION: -

T%8 ,+'*& 8%


63/93

C+! N* =.

SATIS)ACTIO ABO(T SAL"SMASHI%

40/

./

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

0.00%

!0.00%

"0.00%

#0.00%

100.00%

$E S NO

SATISFACTION

H*

7R,-0*$",$!-

o o& Reon2ent

A$'92:

T%& 8,+,8,) r&&+*8 ,%+, ,%& rd5), r4*& r&8&,&d '( ,%& S+*&8+ 4 HERO8 ,r5*(

,r58,


64/93

TEST RIDE PROCESS

T' N* =.

TEST RIDE NO. OF RESPONDENTS OF RESPONDENT

>ES 100 100

SNO 0 0

TOTAL 100 100

S5r)&: 85r&( d+,+.

INTERPRETATION: -

T%8 ,+'*& 8%


65/93

C+! N* =.

Test !ide %ro&ess

0

60

?0

0

100

160

e o

Test !ide

o

5of!espondents

A$'92:

T%& 8,+,8,) r&&+*8 ,%+, +*8, +** ,%& )58,&r8 +r& 44&r&d 4r + ,&8, dr& +d


66/93

PERCEPTION TOWARDS SALES PROCESS

T' N* =.

PERCEPTION NO. OF RESPONDENTS OF RESPONDENTS

VER> OOD 33 33

OOD 6 6

FAIR 11 11

POOR 00 00

TOTAL =


67/93

C+! N* =.

%"!C"%TIO TO+A!,S SAL"S

%!OC"SS

--/

67/

22/

3/0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

0.00%

VER$OOD OOD FAIR & OOR

PERCEPTION

H*

7R,-0

*$",$!-

67


68/93

A+*(88:

T%& 8,5d( r&&+*8 ,%+, ,%& )85&r &r)&&8 ,%& d&+*&r8 8+*&8 r)&88 +8 9d +d

&r( 9d


69/93

!%+r, N1.G

SATIS)ACTIO ABO(T A)T"! SAL"S

S"!8IC"

9/

4-/

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

0.00%

!0.00%

"0.00%

#0.00%

100.00%

$ES NO

SATISFIED

H

*7R,-0*$",$!-

A$'92:

T%& 8,+,8,) d)+,&8 ,%+, ,%& 9r&+,&r +r, 4 r&8d&, +r& 8+,84&d


70/93

PERCEPTION OF RESPONDENTS REGARDING COMPLAINT

RECOGNITION

T' N* =.@

PERCEPTION NO. OF RESPONDENTS OF RESPONDENTS

VER>OOD 36 36

OOD 3 3

FAIR 11 11

POOR 0 0

TOTAL =


71/93

T%& ,+'*& r&&+*8 ,%+, ,%& )*+,8 4 )85&r +4,&r 8+*&8


72/93

Mr& ,%+ 0 4 ,%& r&8d&,8 8+d ,%+, ,%& )*+, r&)9, 4 HERO8

9d. Ad 'd( )*+&d ,%+, ,%&r )*+, r&)9, 8 r. T%8 d)+,&8

,%+, HERO8 rd9 ,%&r )58,&r8 9d 8&r)&8.

PER!EPTION TO#ARDS ME!HANI!S OF HERO HONDA

T' N* =.=LE 13 13

MILEAE 32 32

PERFORMAN!E 2C 2C

!OMFORT 11 11

PRI!E C C

BRAND NAME 16 16

TOTAL 100 100

S5r)&: 85r&( d+,+

I$!0!!2*$:

T%& +'& ,+'*& 8%


75/93

C+! N* =.==

%er&eption to*ards Attri:utes

0

5

10

15

60

65

30

35

St!le .ilea;e /er&mn Com&ort /rice Br2 nme

Attri:utes

o

of!espondents

A$'92:

M8, 4 ,%& )85&r8 ,%8&


76/93

r+;&d 4r8, 8 ,%& &r4r+)& 4 HERO';&. T%& *&+8, +,,r+),& +,,r'5,& 8

r)&.

CUSTOMER AWARENESS TOWARDS PERFORMANCE OF

HERO HONDA

T' N* =.=;

OPINION NO. OF RESPONDENTS OF RESPONDENTS

E!ELLENT 27 27

OOD 6 6

SATISFA!TOR> 17 17

POOR 0 0

TOTAL =


77/93

T%8 ,+'*& d)+,&8 )85&r8 8+,84+), ,


78/93

A8 &r ,%& +'& ,+'*& ,%& r&8d&,8 4&&* ,%+, H&r Hd+8 &r4r+)& 8 9d

r&&+*&d '( ,%&r &r8+* &&r&)& 4 589 ,%& ';&. T%8 8%


79/93

7


80/93

C+! N* =.=

Availa:lity of Spare %arts

El! avail

H2l! avail

ot avail

A$'92:

T%& HERO)58,&r8 +r& 8+,84&d +'5, ,%& ++*+'*,( 4 ,8 8+r& +r,8. A** ,%&

r&8d&,8 8+d ,%+, ,%& HERO 8+r&8 +r& &+8*( ++*+'*&.

G0


81/93

CONSUMER1S PREFERENCE IN SERVICING THE BIKE

T' N* =.=

SERVI!E PREFEREN!E NO OF RESPONDENTS OF RESPONDENTS

SERVI!E !ENTRE C7 C7

AUTHORISED DEALER 3C 3C

LO!AL ME!HANI! 1 1

TOTAL 100 100

I$!0!!2*$:

T%8 8 +'5,


82/93

C+! N* =.=

0

5

10

15

60

65

30

35

?0

?5

50

o of

!espondents

Ser cntr A#th 2lr 4cl mech

%referen&e

Servi&e preferen&e

A$'92:

M+/r,( 4 ,%& )85&r8 r&4&r8 8&r)& )&,r& 4r 8&r)9 ,%&r ';&. Ad ,%&

8&)d 8, r&4&r&)& 8 +5,%r=&d d&+*&r8 ++r, 4r ,%8 *( + 8+** . 4

)85&r8 r&4&r8 *)+* &)%+)8.

G2


83/93

FACTORS INFLUENCED IN PURCHASE DECISION

T' N* =.=

FA!TORS NO. OF RESPONDENTS OF RESPONDENTS

PO#ER 13 13

ST>LE 17 17

PRI!E REDU!TION 26 26

MORE !OLOURS

FREE A!!ESSORIES 11 11

FUEL EFFI!IEN!>

TOTAL

2C

100

2C

100

S5r)&: 85r&( d+,+.

I$!0!!2*$: -

T%8 8 +'5, ,%& 4+),r


84/93

C+! N* =.=

)a&tors influen&ed in %ur&hase ,e&ision

/o"er

St!le

/rce r2tn.re clr

)re acr

)#el e&nc!

A$'92:

Fr ,%& 8,5d( ,8 r&&+*&d ,%+, ,%& r)& )5, 4r HERO4*5&)&d )58,&r 8,

4r '5(9 ,%& ';& +d ,%& &r)&,+9& '&9 26. T%8 8 4**


85/93

FINDINGS

T%& *d r%&)( ,%+, )& + )58,&r 8 + )58,&r %+8 '&)& + (,% ,%&

r&8&, d+( )&,,&


86/93

Fr ++*(88 +d ,&rr&,+, , 8 45d ,%+, HERO8 +*( )%8& 4r ,8 *&+9&

&r4r+)& +d 'r+d +9&.

M+/r,( 4 ,%& )58,&r8 %+& 8+,84&d


87/93

CONCLUSION

HERO 8 & 4 *&+d9 ,


88/93

RECOMMENDATONS AND

SUGGESTIONS

M8, 4 ,%& )58,&r8 +r& 4 ,%& &< ,%+, ,%& r)& ,+9 4 HERO';&8 +8

)+r&d , ,%&r 8*+r ';&8 8 + ', %9%&r. H&)& ,%& r)& 4 ,%& ';&8 &8&)+**(

,%&


89/93

T%& d&*8 A!HIEVER +d AMBITION 8%5*d '& r&-*+5)%&d


90/93

BIBLIOGRAPHY

TETBOOKS REFERRED

K*!' P+2'20, M!2$/ M$/3$!, P*$ E"#!2*$ I$. ==!+ E"2!2*$.

C*$#3 B+82*# B#2'"2$/ M!2$/ S!!/9 @!+E"2!2*$ ;


91/93

ANNEURE

UESTIONNAIRE

D&+r )58,&r .

I A5r+ B+5d%(+ 4+* (&+r MBA 8,5d&, 4 ,%& A3'2 I$!2!#! *7

M$/3$! $" T+$*'*/9d9 + r/&),


92/93

6. Ar& (5 8+,84&d &8 N

7. H+& (5 9& 4r ,&8, dr&

>&8 N

G. #%+, 8 (5r +'5, &r+** 8+*&8 r)&88

V&r( 9d d F+r Pr

. Ar& (5 8+,84&d


93/93

S&r)& )&,r& A5,%r=&d D&+*&r L)+* M&)%+)

1. R+; ,%& 4+),r8

customer awareness of hero-motocorp anurum report

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