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A
Summer Training Report
On
Customer Feedback Especially for the Paid up Service
Submitted to
Shree M. H. Kadakia of Management & Computer Studies
In Partial Fulfilment of the Requirement of the Award for the Degree of MBA
(Gujarat Technological University)
Under the Guidance of
Mr. R. K. Mishra Mr. Harshesh Patel
General Manager of Anas Motorcrop Lecturer
Presented By
Rajdeep Sindha
Enrollment No.:- 11771092022
MBA Semester 2
Year: 2012
Shree M. H. Kadakia of Management & Computer Studies, Ankleshear.
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A
Project Report
On
"Customer Feedback Especially For The Paid up Service
In The Area of Marketing For
Submitted to
Shree M. H. Kadakia of Management & Computer Studies, Ankleshear.
Presented By
(Rajdeep Sindha)
MBA -SEMESTER II
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DECLARATION
I, RAJDEEPSINH P SINDHA, hereby declare that the project report on Market
Survey on Customer feedback analysis on free Service and specially for paid service at Anasmotors PVT LTD submitted to Gujarat Technological University. in partial fulfillment and
the requirement of Degree of Master of Business Administration (Marketing) Under guidance
of Mr. Harshesh Patel, Lecturer in marketing M.B.A. programmer, (Shri Manilal Harilal
Kadakia College of Management and Computer Study, Ankleshwar) and that it is not formed
the basis for award from any degree or similar title to any candidate of any collage Affiliated
to Gujarat Technological University.
Place: ANKLESHWAR RAJDEEPSINH.P.SINDHA
Date : __________ (F.Y.M.B.A., 2nd SEM)
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PREFACE
It is rightly said that experience is the best teacher. In order to achieve excellence in any field,
theoretical knowledge supplement with practical knowledge is necessary.
Among numerous interesting things, such practical training plays an important role in the
development student. As per the requirement & course curriculum of Master of Business
Administration, students are required to carry out a suitable project as per the specialization
adopted. The main objective of this training is imparting practical knowledge about business
practices.
I have opted for marketing & hence we, marketing students are required to study its various
aspects in real field. Marketing research is a function which links the customer & public to
the marketers through information. This information is used to identify & define marketingopportunities, problems & also to generate, refine & evaluate marketing option to be
undertaken by marketers.
The project is on Market survey on Customer feedback analysis on free Service and
specially for paid service at Anas motors PVT LTD which has been prepared for Anas
motors Pvt. Ltd, I have undergone this training in this firm for six weeks, which has helped
me a lot in getting practical experience by implementing theoretical knowledge gained at the
institute.
I once again thank everyones.
Name: RAJDEEPSINH P SINDHA.
Place: Ankleshwar.
ACKNOWLEDGEMENT
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I wish to thank-ANAS MOTORS PVT.LTD For giving me an opportunity to do
the project work for their company. Special thank to Mr. R.K Mishra from Anas motors
PVT.LTD, who guided me all throughout the completion of the work.
I would also like to give special thanks to my project guide, Mr. Harshesh Patel and
Dr. Nimesh Joshi without whose precious guidance this work could not have been completed.
At the same time, I will thank all those people, who always had the time to talk to me
and always added anew fact to my study. It is due to their help, moral support and guidance
that this training has been smooth in all situations.
Mr. RAJDEEPSINH P SINDHA.
M.B.A (MARKETING)
M.B.A (Sem-2nd)
Ankleshwar.
EXECUTIVE SUMMARY
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This Reserach Project report is made with an objective, CUSTOMAR FEEDBACK
ESPECIALLY FOR THE PAID UP SERVICE at Anas Motors Pvt Ltd.
Initial satge of the report emphases on the introduction of the organization, its history and its
market share. It specifies the reserach objective.
This reserach report includes the reserach methodology of the whole survey conducted for the
analysis and conclusion. It also covers the profitability aspect, and the companys growth
aspect in the world market.
This report will enable the reader to understand the customer feedback and Problem faced by
the customer with the paid up service.
INDEX
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SR NO. PARTICULARS PAGE NO.
CHAPTER 1 INTODUCTION 05-31
Introduction of industry
Introduction of company
CHAPTER 2 PRODUCT PROFILE 32-46
CHAPTER 3 LITERATURE REVIEW 47-52
CHAPTER 4 RESEARCH METHODOLOGY 53-57
Research objectives Research design
Data collection method
Data collection tool
Sampling plan
Research area
Project period
Limitation
Scope of study
CHAPTER 5 DATA ANALYSIS & INTERPRETATION 58-73
CHAPTER 6 FINDINGS 74-78
Conclusion
Recommendations
Bibliography &Webliography
CHAPTER 7 APPENDICES 79-81
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INTRODUCTION
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1.1INTRODUCTION OF INDUSTRIES
History of the motorcycle started at the time of invention of a wheel only but in true sense it
started from mid 1800 by using a steam power the brief history is as follows.
Mid 1800
Early cycles were simply sat on and Paddled with the riders feet, but by the mid-1800s
pedals started to appear. In 1869 the American roper steam powered cycle appeared, driven
by a Charcoal-fired, twin-cylinder engine. It arrived at roughly the same time as Frenchman L
G Perrier patented a similar machine. Whichever was first, 1869 has gone down in history as
the
Birth of the motorcycle, despite neither model managing to travel any useful distance or
protect the rider from burning steam early motorcycles were wooden framed with metal-
rimmed wooden wheels and rightly deserved the nickname boneshakers.
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1885
Despite the early steam-powered Inventions, many claim the true father of the motorcycle
was German inventor Gottlieb Daimler. His petrol-divan single Cylinder bike arrived in
1885- a wooden. Framed machine with the engine in the Middle beneath the saddle. The
machine actually had four wheels two smaller stabilizers were used to help the rider keep
the bike upright. With a top speed of just 12mph it wasnt massively quick, but given its
bone-shaking design that was probably more than fast enough. Inventing the first petrol-
driven motorcycle was one of many automotive firsts by Gottlieb Daimlerhe was also a
pioneer of the motor car and combustion engine.
Early 1900
At the end of the 1800s approached, motorcycle production was very much in the
experimental stage there was no money to be made in these primitive machines. In 1895,
however, count Albert de Dion and Georges Button revealed a new engine that would begin a
new era in motorcycling. The French inventors developed a reliable single cylinder engine
that could be fitted to a pedal cycle frame, would be motorcycle manufacturers were able to
make the motorcycle more widely available during the early 1900s.
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1983
Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan signed
1984
The Company was incorporated on 19th January, at New Delhi. The Company Manufacture
motor cycles up to 100 cc capacity. The Company was promoted by Hero Cycles (P) Ltd.
(HCPL).
The Company entered into a technical-cum-financial collaboration agreement with Honda
Motor Co. Ltd., Japan (HML). As per this collaboration agreement, HML was to furnish
complete technical information and know-how and trade secrets and other relevant data.
Hero Honda CD-100 is the first four stroke motorcycle to be introduced in India in 100cc
range. Its most attractive features are fuel efficiency and its light weight. CD-100 will be
equipped Electronic ignition system, illuminated speedometer, 4 speed gear box, neutral and
flasher indicators, etc.
15 No. of equity shares subscribed for by the promoters, etc. In November, 119, 99,985 No.
of equity shares issued at par of which 71, 99,985 shares reserved for allotment as under:
(i) 31,19,998 shares to Hero Cycles (P) Ltd., Hero Investments (P)Ltd., and Bahadur Chand
Investments (P) Ltd.
(ii) 31, 20,000 shares to Honda Motor Co. Ltd., Japan and
(iii) 9, 59,987 shares to friends and association of promoters. Out of the balance 48, 00,000
shares, 2, 40,000 shares were reserved for subscription by the employees of the Company and
96,000 shares by business associates. The remaining 44, 64,000 shares were offered at Par
for public subscription during November.
1985
The Company embarked on its 2nd phase of expansion of increasing its Installed capacity
from 1, 20,000 to 1, 50,000 vehicles per annum by the addition of several critical aluminum
and steel components.
1986
- 36, 00,000 rights equity shares issued at par in prop. 3:10.
1987
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The Company offered 6, 00,000 - 15% secured redeemable non-convertibleDebentures of Rs
100 each for cash at par on rights basis in the proportion 1 debenture: 18 equity shares.
Another 3, 00, 000 - 15% debentures were allotted to retain oversubscription. The
debentures were to be redeemed at a premium of Rs 5 per debenture on the expiry of the 7th
year from the date of allotment of the debentures.
3, 75,000 rights equity shares issued at par in prop. 3:10.
1989
- The Company introduced a new model Sleek during July.
- 850 No. of equity shares forfeited.
1990
The Company was planning to launch a new model motor cycle-CD 100 SS Suitable to semi-
rural conditions. In the domestic market the Company was reported to have a market share of
46%.
850 forfeited shares reissued.
1994
The Company proposed to expand the capacity of existing plant at Dharuhera to 2, 40,000
nos. per annum. Another plant with an installed capacity of 1, 50,000 nos. per annum at
Gorgon Industrial Estate was being set up.
The Company issued 39, 79,500 bonus shares to the existing shareholders in the ratio of 1:4.
The Company also issued 28,557 numbers of fractional coupons representing 14,250 shares
against which shares shall be allotted to presenting the same for consolidation and allotment.
The Company's production and turnover increased to 1, 83,490 motorcycles and Rs.483.85
cores respectively due to growth in demand for two wheelers and declining inflation.
1995
14,420 bonus shares issued by way of consolidation of fractional coupons.
A new Technical Collaboration Agreement has been signed with Honda Motor Co. Ltd.,
Japan for period up to the year 2004 which includes technology related to models of higher
Engine displacement.
The Company allotted 39,79,500 No. of Equity Shares of Rs. 10/- each as Bonus shares on
7th February, by way of capitalization of General Reserves.
The Company had issued 28557 No. of Fractional Coupons representing 14.250 shares
against which the Shares shall be allotted on presenting the same for consolidation and
allotment.
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1997
Hero Honda Motors has launched its newest motorcycle, the Street, a 100 cc bike
designed for use in congested urban traffic conditions.
Hero Honda Motors Ltd (HHML) has set up a new motorcycle plant in Gorgon, near
Delhi for the manufacture of the Honda Super Cub 100 cc stepthro bike.
Hero Honda has set up a new state-of-the-art plant, heralding a new phase of development
of motorcycle industry in India, to provide the most modern and technologically advanced
production facilities.
Hero Motors of the Rs.1,600 corer Hero group, as part of its globalization plan, has set up
a plant in Brazil for manufacturing hero winner scooters.
A new step thru model `Street-100' with unique feature was launched on 24th January.
1998
The company proposes to increase the share capital to 5 crore equity shares of Rs. 10
each, 4 lakh cumulative redeemable preference shares of Rs. 100 each and 4 lakh cumulative
convertible preference shares of Rs. 100 each with power to increase or reduce it from time to
time.
The company further proposes to capitalize Rs. 19, 96, 87,500 from general reserve to
share capital through issue and allotment of bonus shares. Altogether, 1,99,68,750 fully paid
bonus shares will be allotted and distributed to members of the company holding equity
shares of the company in the proportion of one bonus share for every Fully paid equity shares
of Rs.10 each.
Motorcycles major Hero Honda is considering entry into scooters in collaboration with
partners, Honda Motors, after the Japanese company decided to walk out of Kinetic Honda,
their scooter venture with the Firodias of Pune.
Honda Motors recently pulled out of its joint venture with the Firodias in which it held a
51 per cent equity stake.
Honda Motor Company Ltd of Japan (Honda) and Kinetic Honda Motor Ltd (KHML)
have signed a five-year license and technical assistance agreement under which KHML will
continue to receive the technical knowhow, critical vehicle parts and access to Honda's
markets even after the sale of Honda stake in KHML to Kinetic Engineering Ltd (KEL).
The Company changed the paradigm in two-wheelers by launching the most powerful andfast bike- CBZ (ee) with a unique feature of Transient Power Fuel Control (TPEC) system.
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23,962,500 bonus shares issued in prop. 1:1.
1999
Hero Honda Motors Ltd (HHML) and 20th Century Finance Corporation LtdHave signed
a Memorandum of Understanding (MoU) for financing of Hero Honda motorcycles.
The company, a joint venture between Honda Motor Company of Japan and Hero group of
India to produce four-stroke motorcycles also aims to increase its share by 1 per cent to 38.6
per cent during the current fiscal.
Leading two-wheelers manufacturer Hero Motors has formed a joint venture with Briggs
Stratton of US to develop and manufacture four-stroke engines for mopeds and scooters in
India, a top company.
Honda Motor Company of Japan has decided to re-enter the scooter market in India as
also foray into three-wheelers in a joint initiative with its existing joint venture company
Hero Honda Motors Ltd.
2000
Hero Honda Motors Ltd. and Tata Finance Ltd. have signed anationaltie-up agreement.
The Company is the largest manufacturer of motorcycles in the country.The Company will
relaunch its step thru Stree Smart on Baisakhi13thApril.
Hero Honda Motors Ltd (HHML), has launched an upgraded version of the existing step-
through motorcycle - the Hero Honda Street.
The Company was ranked as the 9th Highest Value Creator among 12 industry groups
within the Bombay Stock Exchange top 100 companies over a five year period (1994-99).
2001
Hero Honda Motors Ltd. has launched a new 100cc motorcycle named `Passion'.
The Company has secured shareholders' approval for splitting one equity share of Rs 10
each into five equity shares of Rs 2 each in the ratio of 1:5.
Hero Honda Motors Ltd. has become the largest seller of motorcycles amongst all Honda
companies and ventures in the world by selling one million motorcycles during the current
financial year.
Credit rating Agency Crisis has reaffirmed outstanding `AAA' rating assigned to the
proposed Rs 15 crore non-convertible debenture issues, Rs 16 crore commercial paper
programmed and fixed deposit programmed of Hero Honda Motors.
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Promoter-Chairman of the countrys largest motorcycle manufacturing company, Hero
Honda Ltd, BrijmohanLall Munjal has bagged the prestigious Ernst & Young Entrepreneur of
the Year (EOY) award here on September 27.
2002
Company included in the 30 companies Bombay Stock Exchange index (Sensex)
Becomes the world's largest two wheeler company by selling 1.3 million vehicles in 2001
Japanese automaker Honda Motor for the first time decides to source motorcycles from its
Indian joint venture Hero Honda to sell as 'Honda' brand name in Vietnam.
Royalty to the Japanese parent, Honda Motor Co, hiked to Rs 630 per vehicle as compared
to the flat royalty of Rs 200 on existing models like Splendor and Passion.
Approves Foreign Institutional Investors (FIIs) to increase their stake from the present 24
per cent to 40 per cent.
Comes out as the most profitable two-wheeler company in the country during the trailing
four quarters by overtaking second-largest player, Bajaj Auto
Launches Ambition, a 133 cc 11 BHP vehicle
Unveils Smart, a 75 cc step-thru
Comes out with a free insurance scheme worth Rs 1,000 for all its bikes
Bajaj Auto goes ahead of Hero Honda in market capitalization (m-cap) growth in the last
fifteen months
2003
Achieves a landmark sales turnover of over Rs 5,000 crore during2002-03
Launches its cheapest 100cc motorbike 'CD Dawn'
Hikes production capacity at two of its manufacturing facilities to three lakh units
Hero Honda and SBI Cards launch co-branded credit card for Hero Honda's customers
Achieves milestone by producing five million bikes from its Dharuhera plant in Haryana
Launches its new 223-cc, 16.8 BHP Karizma at Rs 79,000
Joins hands with Small Industries Service Institute (SISI) to train the unemployed youth
who have finished diplomas
Initiates a new dealer credit system which will bring down its receivable levels to around
seven days and save the company Rs 100 crore
Introduces Passion Plus, new version of Passion motorcycle
Forges marketing pact with Aprilia, the Italian bike maker, to introduce its range of moto
scooters and top-end motorcycles in India
The company has bagged two Total Customer Satisfaction (TCS) Awards.
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Hero Honda Karizma bags BBC Bike of the Yr Award
2004
Hero Honda retreats Ambition
Hero Honda unveils new version of Ambition
Hero Honda's Dawn emerges as largest entry-level bike.
Hero Motors introduces 'Sting' new 4-stroke bike
Hero Motors has announced a licensing agreement with Austria-based Bombardier-Rotax
that will provide 125cc-175cc engines for the upcoming `Hero Aprilia' range of scooters.
Hero Honda renews alliance with Honda Motor
Two-wheeler major Hero Honda and SBI Card, the credit card arm of State Bank of India,
have joined hands to launch India's firstco-branded credit card in the two-wheeler industry
2005
New product launches widen HHML's product portfolio
Two-wheeler major Hero Honda on October 5 announced launch of its first scooter
'Pleasure'
Hero Honda rolls out 150-cc motorcycle Achiever
2006
Hero Honda launches CBZ variant X-treme
Hero Honda announced the launch of two new variants the new 'Glamour' and 'PassionPlus' limited edition.
Hero Honda is the World No. 1 for the 5th year in a row15 million production milestone
achieved
2007
Hero Honda Motors Ltd. has appointed Mr. Yutaka Kudos as Director and Wholetime
Director of the Company in the category of Executive Director w.e.f. April 1, 2007.
Hero Honda is the World No. 1 for the 6th year in a row
New 'Splendor NXG' launched
New 'CD Deluxe' launched
New 'Passion Plus' launched
New motorcycle model 'Hunk' launched
20 million production milestones achieved
2008
Hero Honda Motors Ltd has informed that Mr. Arum NathMaira. Has been appointed as
an Additional Director in the category of Nonexecutive and Independent Director w.e.f.
December 20, 2008 by the Board of Directors by way of passing a resolution by circulation. Hero Honda Hardwar Plant inauguration
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New 'Pleasure' launched
Splendor NXG launched with power start feature
New motorcycle model 'Passion Pro' launched
New 'CBZ X-treme' launched
25 million production milestone achieved
CD Deluxe launched with power start feature
New 'Glamour' launched
New 'Glamour Fi' launched
2009
Hero Honda Motors Ltd has appointed Mr. Ravi Nath as an Additional Director in the
category of Non Executive and Independent Director W.e.f. October 14, 2009 by the Board
of Directors by way of passing a resolution by circulation on October 14, 2009.
Hunk' (Limited Edition) launched
Splendor completed 11 million production landmarks
New motorcycle model 'Karizma - ZMR' launched
Silver jubilee celebrations
2010
New Models of Hero Honda motorcycle Splendor Pro and New Hero Honda motorcycle
Hunkand New Hero Honda Motorcycle Super Splendor launched.
2011
New Models of Hero Honda motorcycles Glamour, Glamour FI, CBZ Extreme, and
Karizma launched. New licensing arrangement signed between Hero and Honda. August--
Hero and Honda part company, thus forming Hero Motocorp and Honda moving out of the
Hero Honda joint venture. November-- Hero launched its first ever Off Road Bike NamedHero "Impulse".
http://en.wikipedia.org/wiki/Hero_Honda_Hunkhttp://en.wikipedia.org/wiki/Hero_Honda_Hunkhttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hero_Honda_Hunkhttp://en.wikipedia.org/wiki/Hero_Honda_Hunk -
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HISTORY OF HERO MOTOCORP LTD,
Hero is the brand name used by the Munjal brothers for their flagship company Hero
Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company was
established in 1984 as the Hero Honda Motors Limited at Dharuhera India. Munjal family
and Honda group both own 26% stake in the Company. In 2010, it was reported that
Honda planned to sell its stake in the venture to the Munjal family.
During the 1980s, the company introduced motorcycles that were popular in India for their
fuel economy and low cost. A popular advertising campaign based on the slogan 'Fill it - Shut
it - Forget it' that emphasised the motorcycle's fuel efficiency helped the company grow at a
double-digit pace since inception. The technology in the bikes of Hero Honda for almost 26
years (19842010) has come from the Japanese counterpart Honda.
The company has a stated aim of achieving revenues of $10 billion and volumes of 10 million
two-wheelers by 2016-17. This in conjunction with new countries where they can now
market their two-wheelers following the disengagement from Honda, Hero MotoCorp hopes
to achieve 10 per cent of their revenues from international markets, and they expected to
launch sales in Nigeria by end-2011 or early-2012. In addition, to cope with the new demand
over the coming half decade, the company was going to build their fourth factory in South
India and their fifth factory in Western India. There is no confirmation where the factories
would be built.
http://en.wikipedia.org/wiki/Dharuherahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hero_Honda_Splithttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hero_Honda_Splithttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Dharuhera -
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(A) LATEST MARKET SHARE:
PARTICULERSALES(UNITS)
JAN-12 JAN-11
HERO 523465 472055
BAJAJ 223526 275622
TVS 177412 172061
HMIS 103203 129110
SUZUKI 75129 78598
YAMAHA 27050 28597
TOTAL 1129785 1156043
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Here the seen chart in two years of sales unit are here 2011 and 2012 in how many
company have capture The market share in january2011 and 2012 two year in
comparison to hero, Bajaj ,TVs, HIMS, Suzuki, and Yamaha. The highest the hero company has capture the market &523465 unit sales the in
2012.total Growth 51410 in compare the 2011. Bajaj has compare the 2011 And 2012 in
20948 unit is low sales in compare to 2012. And TVs increase the 5351 Units, HIMS
decrease the sales units 25907, SuZuki and Yamaha are no more decreasing to compare
the 2011.
523465
296570
177412
103203
75129
27050
472055
275622
172061
129110
78598
28597
0
100000
200000
300000
400000
500000
600000
HERO BAJAJ TVS HMIS SUZUKI YAMAHA
Jan-12
Jan-11
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Hero motocorp sold 523465 units in January 2012 (Up by 50% over last year) India'smotorcycle maker Hero Honda said that its sales increased 50 percent at 523465 units during
January 2011 as against 472055 during the same period of 2011.
"Our strong sales for January have provided an excellent start to the new year and also helped
continue the sales momentum of the last calendar year," said Anil Dua, senior vice president
(marketing and sales) Hero Honda Motors, in a statement. "This is the ninth consecutive
month of four lakh-plus sales, coming on the back of five-lakh plus sales each in October and
December 2011," he added. The cumulative sales of the company in the financial year so far -
April 2011 to January 2012 - increased 16 percent at 44,14,537 units as compared to
38,03,396 units over the corresponding period.
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Bajaj Auto sold 223526 units of two-wheelers in January 2011 (Up by 15% over last
year)
Bajaj Auto today reported a 15 per cent jump in sales during January, 2011, driven by smart
growth in demand for the company's popular Pulsar and Discover motorcycle models.
In the motorcycles segment, the company sold 223526 units in January, 2012, a 15 per cent
decrease from units in the same month of the previous year, it said. Furthermore, Bajaj Auto's
commercial vehicle sales decrease by 15 per cent to 223526 units in January, 2012, from
275622 units in the year-ago period. In addition, the company witnessed a 44 per cent decline
in exports during the month. The company sold 103,526 units in overseas markets in January,
2012, as against 27562 units in the same month of the previous year.
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TVS Motor sold 177412 units of two-wheelers in January 2012 (Up by 21% over last
year)
Chennai-based TVS Motor Company has reported its two-wheeler sales increased by 21 per
cent in January, 2011, to 177412 units, compared to 172061 units in the same month of theprevious year, it added.
Motorcycle sales of the company rose by 21per cent in January this year to 67,721 units from
54,698 units in the year-ago period, it said. Scooter sales grew by 30 per cent in January,
2012, to 40,736 units, as against 25,509 units in the same month last year. Domestic two-
wheeler sales in January, 2012, stood at 177412 units, up 30 per cent in comparison to
172061 units in the same month of 2011. The company said two-wheeler exports rose to
19,498 units during the month from 16,074 units in January, 2011. Three-wheeler sales also
saw a two-fold increase to 3,427 units last month from 1,710 units in the same month of
2011, the statement added.
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Honda Motorcycle & Scooter India has sold 103203 units of two-wheelers in January2012 (down by 9% over last year)
Two-wheeler manufacturer Honda Motorcycle & Scooter India (HMSI) today reported an
8.89 per cent decline in sales at 129110units in January 2011. The company's total sales stood
at units in the corresponding month of the previous year, HMSI said in a statement.
Motorcycle sales jumped 22.06 per cent to 58,365 units in January this year as against
103203units in January 2010, it added. The company reported a marginal decline in scooter
sales to 70,745 units in the last month compared to 70,756 units a year ago during the same
month.
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Suzuki Motorcycle India has sold 75129units of two-wheelers in January 2012 (downby
8% over last year)
Two-wheeler maker Suzuki Motorcycle India today reported 8 per cent decline in January
sales to 75129units. In the same month last year, the company had sold 78598 units, Suzuki
Motorcycle India (SMI) said in a statement.
A subsidiary of Suzuki Motor Corporation of Japan, Suzuki Motorcycle India has scooter and
motorcycle models like Access 125, SlingShot, GS150R, Hayabusa 1300 and Bandit 1250S
in its portfolio.
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Yamaha India sold 27050 units of two-wheelers in January 2012 (down by 8% over last
year)
Two-wheeler maker Yamaha Motor India today reported 7.62 per cent decrease is in its total
sales in January 2011 at 28,597 units. The company had sold 27050 units in the same month
last year, India Yamaha Motor said in a statement.
Exports of India Yamaha rose by 37.69 per cent to 6,623 units from 4.810 units in the year-
ago period; it added "2011 has been a favorable year for us and We Are upbeat about
continuing with a strong show this year as well. With the launches of SZ, SZ-R, SZ-X, and
YBR 125 last year, We Are well-positioned to increase of our presence in the Indian market,
"Yamaha Motor India Director (Sales and Marketing), Koji Arai said
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HISTORY OF HERO MOTOCORP
Hero motocorp Limited was established in 1984, as a joint venture between Indias hero
group (worlds largest bicycle manufacturers) and Japans Honda motor company. In 1985
production began with the launch of its first motorcycle, the CD100, which gave 80 km to the
liter. In 1987 the engine plant was started and in 1989 the company produced its 3,00,000
motorcycle. In 2001 hero Honda manufactured its 50,00,000 motorbikes. Hero Honda has a
reputation of being the most fuel-efficient and the worlds single largest two wheeler
company. Shri Brij mohanLall Munjal is the chairman and managing director of this
company. Both the manufacturing plants are located in Haryana, one at Dharuhera (district
Rewari) and the other in Gurgaon.
Hero is the brand name used by the Munjal brothers for their flagship company Hero
Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company was
established in 1984 as the Hero Honda Motors Limited at Dharuhera India. Munjal family
and Honda group both own 26% stake in the Company. In 2010, it was reported that
Honda planned to sell its stake in the venture to the Munjal family.
We, as a company, are also in the middle of a transition. Last week, we have
signed the new licensing agreements with Honda. We are also close to finalizing
the location for our fourth plant. We will shortly be making an announcement in
this regard even as we keep adding further capacities at our existing three plants.
http://en.wikipedia.org/wiki/Dharuherahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hero_Honda_Splithttp://en.wikipedia.org/wiki/Hero_Honda_Splithttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Dharuhera -
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Type : Public company BSE: Hero motocorp
Founded : January 19, 1984 in Gurgaon, Haryana, India.
Headquarters : Haryana, India
Key people : Om Prakash Munjal, founder
Mr. Brij mohanLall Munjal, chairman.
Mr. Toshiaki Nakagawa, joint managing director.
Mr. Pawan Munjal, Managing Director, CEO
Industry : Automotive
Products : Motorcycles, Scoters
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(C) SWOT ANALYSIS:
[1] STRENGTH:-
Achievement:
Retained the coveted position of World No.1 Two-wheeler Company for the seventh
consecutive year.
High Sales Growth:
Hero Honda experienced great growth throughout its early days. The Munjal family started a
modest business of bicycle components. By 2002 Hero Group had sold 86 million bicycles
producing 16000 bicycles a day. Today Hero Honda has an assembly line of nine different
models of motorcycles available. It holds the record for most popular bike in the world by
sales for Its Splendor model. Hero Honda Motors Limited was established in joint venture
with Honda Motors of Japan in 1984, to manufacture motorcycles. It is currently the largest
producer of Two Wheelers in the world. It sold 3 million bikes in the year 2005-2006.
Recently it has also entered in scooter manufacturing, with its model PLEASURE mainly
aimed at girls. HUNK is the latest offering from the HHML stable.
Fuel economy:
Over all fuel consumption by its products is less in compare to other brands product. They
have so far been able to give better mileage output. Because of this Hero Honda splendor has
magical sales record.
Quality policy:
Total quality management is the chore philosophy of the company and it is thus always
focused on product innovation and performance
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[2] Weakness:
Less promotion:
The promotions and ads of Hero Honda are very less as compared to its competitors.
High maintenance:
Some of the products of hero Honda like Karizma require high maintenance.
Lack of recycling scrap:
It expected that by 2020 scrap generated by end of life vehicles in India would be about 2.5
million tones and 40% of it will come from two-wheeler. But hero Honda is not capable
enough to recycle the scrap generated and may impose environmental threat. TVS Company
has this facility and is future threat to this company as it can affect the future sales as well. .
[3] Opportunities:
High GDP & increasing income level of consumer:
Supported by strong demand impulses, especially in the manufacturing and service sector,Indias gross domestic product grew at 8.9 per cent. This is the fourth successive year in
which the countrys growth has exceeded 8 per cent growth, and India is now in a select club
of 12 countries with a trillion dollar plus economy.
As a nation, India has prospered. People living in households with incomes ranging from
2lakh10lakh a year has grown from 15 million in 1991 to 100 million in 2005-06. Not
surprisingly, therefore, between 1991 and now, the two wheeler market has grown more than
four times.
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Urban India is growing at a rapid pace. NCAER data for top 24 cities in India shows
migration to higher income levels growing at over 40 per cent per annum. Prosperity in rural
India is also a significant phenomenon, with 43 per cent of households in middle and the high
income groups coming from rural India.
Good will of the company:
If the company utilizes the good will they have gained so far from their customers, they can
increase the sales performance by economizing the cost and few technical renovation of the
product. With new launch they can be benefited at present market scenario like Karizma,
Hunk has huge attraction towards the younger generation because of its style, sporty look,
and high accelerating power and is stable at its feet even at high speeds.
[4] Threats:
Finance assistance:
Easy availability of finance is the main cause of sales growth and any restriction will hamper
its growth prospects.
Inflation:
If inflation increases cost of raw material used in production will go high and selling price
may go high that may decrease demand of the two-wheeler.
Technical renovation aspect:
Competitor bike like pulsar and apache are threat to Hero Honda product like Karizma and
Hunk in respect to fuel economy. So if they dont short out in the new launches and givesomething extra in its engineering performance it may affect in demand of this company
product.
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[A] COMPANY PROFILE
Background of Anas Motors
Anas Motors Private Limited is belongs to mega group which is engaged in automobile
dealership, petroleum dealership, octroi contact and contact business.
Anas motors were started in September 1998. Mr. S. M. Baig is founder of the organization.
It is accompany form of organization. Today the territory of Anas motors in Ankleshwar,
Hansot, Jhagadia, Valia and Dediapada taluka. Previously it was the only authorized dealer of
Bharuch district but now there are two dealers.
The average sale of Anas motors is 800 motorbikes per month.
Anas motors also provide four types of after sales service:
1. Free service
2. Paid service
3. Accidental service
4. Quick service
Anas motors have 20 ramps for different kind of service.
Total no. of work staff 72, that included officers 25 and mechanics 47.
Awards won by Anas motors
National award for excellence in customer satisfaction 2002-03
ICICI bank two wheeler star performer for 2003-04
Hero Honda Vision, Mission, Strategy
Talking about the company's future plans, he added , "We are committed to continue our
world class performance, by delivering even better value to the customers in the years ahead
by offering products with the latest technology, styling and performance. Several new and
exciting product launches are lined up for the future."
HERO HONDA STRENGTHENS ITS PATRONAGE WITH CRICKET
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Showcases the ICC Champions Trophy for members of the Hero Honda family in Jallandher
Hero Honda, the 'World No.1' two-wheeler company and the Global Partner for all ICC
cricket tournaments till 2007, has taken forward its association with cricket with the
sponsorship off the ICC Champions Trophy to be held shortly. The company had on display
for members of the Hero Honda family, the ICC Champions Trophy at Hotel in Jallandher.
Many cricket enthusiasts came to have a glimpse of the trophy, which was looking sparkling
and terrific in its form.
MISSION
Hero Hondas mission is to strive for synergy between technologies, Systems and human
resources, to produce products and services that meet the quality, performance and price
aspirations of its customers. At the same time maintain the highest standards of ethics and
social responsibilities.
VISION
The Hero Honda story began with a simple visionthe vision of a mobile and an empowered
India, powered by Hero Honda. This vision was driven by Hero Hondas commitment tocustomer, quality and excellence, and while doing so, maintaining the highest standards of
ethics and societal responsibilities. Hero Honda believes that the fastest way to turn that
dream into a reality is by remaining focused on that vision.
STRATEGY
Hero Hondas key strategy has been driven by innovation in every sphere of activity
building a robust product portfolio across categories, exploring new markets, aggressively
expanding the network and continuing to invest in brand building activities.
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PRODUCTPROFILE
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(1) NEWKARIZMA ZMR :
Engine Type:- 4 Stroke Single Cylinder OHC, Oil Cooled, PGM Fi
Displacement:-223cc
Maximum Power:- 17.6 Bhp@7000 rpm
Maximum Torque:- 18.35 Nm@6000 rpm
Cylinder Bore :- 65.5
Stoke :- 66.2
Ignition:-DC - FTIS (Full Transistorized Ignition System)
Wheel Base:-1350mm
Tyre Size :- Front 80/100x18-47P-Tubeless Tyre, Rear 100/90x18-56P-Tubeless
Tyre Wheel Type & 5 Spoke Alloy Wheel.
Fuel Efficiency:-35 kmpl
Fuel Capacity:-16 ltr
Fuel Reserve:-2.5 ltr
Fuel Type:-Petrol
Gear Box:-5Speed Constant Mesh
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2. HERO HONDA KARIZMA:
Engine Type:- 4Stroke Single Cylinder Air-cooled OHC
Displacement:- 223 cc
Compression Ratio:- 9.0:1
Maximum Power:- 17.0@7000 BHP@RPM
Maximum Torque:- 18.35@6000 Nm@rpm
Cylinder Bore:- 65.5 mm
Stoke:- 66.2 mm Ignition:- AMI Advance micro prcessing ignition
Starting :- Self Start
Wheel Base:- 1355 mm
Tyre Size:- Front 2.75 x 18, 42P, Rear 100/90 x 18, 56P
Wheel Type:- ALLOYS
Fuel Efficiency:- 40 kmpl
Fuel Capacity:- 15 litre
Fuel Reserve:- 2 litre
Fuel Type:- Petrol
Gear Box:- 5Speed
(3). HERO HONDA CBZ X-TREME :
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Engine Type :_ 4Stroke Single Cylinder Air-cooled OHC
Displacement :- 149.2 cc
Compression Ratio :- 9.1:1
Maximum Power:- 14.4@8500 BHP@RPM
Maximum Torque :- 12.8@6500 Nm@rpm
Cylinder Bore:- 57.3 mm
Stoke :- 57.8 mm
Ignition :- AM Advance microprcessing ignition
Starting :- Self Start
Fuel Efficiency:- 50 kmpl
Fuel Capacity:- 12.3 litre
Fuel Reserve:- 1.5 litre
Fuel Type:- Petrol
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(4). HERO HONDA HUNK :
Engine Type :- Air Cooled, 4 Stroke
Displacement :- 149.2cc
Maximum Power:- 14 Bhp @ 8500 rpm
Maximum Torque :- 12.80 Nm @ 6500 rpm
Cylinder Bore:- 57.3
Stoke:- 57.8
Ignition:- CDI
Starting:- Self start Wheel Base:- 1325 mm
Tyre Size:- Front 2.75x18-42P, 100/90 mm x 18-56P (with tuff up tube)
Wheel Type:- Alloy
Fuel Efficiency:- 53 KMPL
Fuel Capacity:- 12.40 ltrs
Fuel Reserve:- 2.2 Ltrs Reserve
Fuel Type:- Petrol
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(5). HERO HONDA GLAMOUR:
Engine Type:-4Stroke Single Cylinder Air-cooled OHC
Displacement:- 124.8 cc
Compression Ratio:- 9.2:1
Maximum Power:- 9.0@7000 BHP@RPM
Maximum Torque:- 10.35@4000 Nm@rpm
Cylinder Bore:- 52.4 mm
Stoke :- 57.9 mm
Ignition:- FTI
Starting:- Self Start
Wheel Base:- 1265 mm
Tyre Size:- Front 2.75 X 18 - 4 PR / 42P, Rear 3.00 X 18 - 52P / 6 PR
Wheel Type:- Alloy
Fuel Efficiency:- 60 kmpl
Fuel Capacity:- 12 litre
Fuel Reserve:- 1.5 litre
Fuel Type :- Petrol
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(6).HERO HONDA super splendor:
Engine Type:- 4 Stroke OHC, Single Cylinder, Air Cooled
Displacement:- 124.7 cc
Compression Ratio:- 9.1:1
Maximum Power:- 9.0@7000 BHP@RPM
Maximum Torque:- 10.35@4000 Nm@rpm
Cylinder Bore:- 52.4 mm
Stoke:- 57.8 mm
Ignition:- Advanced Micro Processor Ignition (AMI) System
Starting:- Self Start
Wheel Base:- 1265 mm
Tyre Size:- Front 2.75 X 18 - 4 PR / 42P, Rear 2.75 X 18 - 6 PR / 48P
Wheel Type:- Alloy, Spoke
Fuel Efficiency:- 70 kmpl
Fuel Capacity:- 13 litre
Fuel Reserve:-1 LTR
Gear Box:- 4 Speed constant mesh
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(7). HERO HONDA passion PRO:
Engine Type :- Single cylinder
Displacement: - 97.2cc
Compression Ratio :- 9.0:1
Maximum Power :- 7.37 HP (5.4 kW)) @ 8000 RPM
Maximum Torque :- 7.95 Nm (0.8 kgf-m or 5.9 ft.lbs)
Cylinder Bore :- 50 mm
Stoke :- 49.50
Ignition :- DC-Digital CDI with TCIS- Throttle Controlled Ignition System
Starting :- Self Start
Wheel Base :- 1235
Tyre Size :- 2.75 x 18 - 4 PR / 42P, 3.00 x 18 - 6 PR / 52P
Wheel Type :- 18 x 1.60 -Spoke Wheel & Alloy Wheel
Fuel Efficiency:- 69 KMPL
Fuel Capacity:- 12.80 ltrs
Fuel Reserve:- 1ltr
Fuel Type:- Petrol
(8). HERO HONDA splendor pro:
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Engine Type:- Air-cooled, 4-stroke Single cylinder, OHC
Displacement:- 97.2cc
Maximum Power:- 7.4BHP @ 8000 rpm/5.5kw
Maximum Torque:- 7.95 N-m @ 5000rpm
Starting:- SELF, KICK
Wheel Base:- 1230 mm
Tyre Size:- Front 2.75 x 18 - 4 PR / 42P, Rear 2.75 x 18 - 6 PR / 48P Wheel Type:- Alloy
Fuel Efficiency:- 60 kmpl
Fuel Capacity:- 11 L
Fuel Reserve:- 1 ltr
Fuel Type:- Petrol
Gear Box:- 4 Speed
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(9). HERO HONDA Splendor Plus :
Engine Type:- 4Stroke Single Cylinder Air-cooled OHC
Displacement:- 97.2 cc
Compression Ratio:- 8.8:1
Maximum Power:- 7.5@8000 BHP@RPM
Maximum Torque:- 7.2@5000 Nm@rpm
Cylinder Bore:- 50 mm
Stoke:- 49.5 mm
Ignition:- Electronic
Starting:- Kick Start
Wheel Base:- 1230 mm
Fuel Efficiency:- 75 kmpl
Fuel Capacity:- 10.5 litre
Fuel Reserve:- 1.4 litre
Fuel Type:- Petrol
Gear Box:- 4Speed
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(10). HERO HONDA Splendor NXG:
Engine Type:- 4Stroke Single Cylinder Air-cooled OHC
Displacement:- 97.2 cc
Compression Ratio:- 8.8:1
Maximum Power:- 7.7@7500 BHP@RPM
Maximum Torque:- 7.55@6000 Nm@rpm
Cylinder Bore:- 50 mm
Stoke:- 49.5 mm
Ignition:- CDI
Starting:- Kick Start
Wheel Base:- 1230 mm
Tyre Size:- Front 2.75 X 18 - 4 PR / 42P, Rear 2.75 X 18 - 6 PR / 48P
Wheel Type:- Alloy
Fuel Efficiency:- 65 kmpl
Fuel Capacity:- 10.3 litre
Fuel Reserve:- 1.8 litre
Fuel Type:- Petrol
Gear Box:- 4Speed
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(11). HERO HONDA CD Deluxe:
Engine Type:- 4Stroke Single Cylinder Air-cooled OHC
Displacement:- 97.2 cc
Compression Ratio:- 8.8:1
Maximum Power:- 7.7@7500 BHP@RPM
Maximum Torque:- 7.55@6000 Nm@rpm
Cylinder Bore:- 50 mm
Stoke:- 49.5 mm
Ignition:- CDI
Starting:- Self, Kick Start
Wheel Base:- 1235 mm
Tyre Size:- Front 2.75 X 18 - 4 PR / 42P, Rear 2.75 X 18 - 6 PR / 48P
Wheel Type:- Alloy, Spoke
Fuel Efficiency:- 75 kmpl
Fuel Capacity:- 10.5 litre
Fuel Reserve:- 1.8 litre
Fuel Type:- Petrol
Gear Box:- 4Speed
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(12). HERO HONDA CD Down:
Engine Type:- 4Stroke Single Cylinder Air-cooled OHC
Displacement:- 97.2 cc
Compression Ratio:- 8.8:1
Maximum Power:- 7.7@7500 BHP@RPM
Maximum Torque:- 7.55@6000 Nm@rpm
Cylinder Bore:- 50 mm
Stoke:- 49.5 mm
Ignition:- CDI
Starting:- Kick Start
Wheel Base :- 1235 mm
Tyre Size:- Front 2.75 X 18 - 4 PR / 42P, Rear 2.75 X 18 - 6 PR / 48P
Wheel Type:- Spokes
Fuel Efficiency:- 75 kmpl
Fuel Capacity:- 10.5 litre
Fuel Reserve:- 1.8 litre
Fuel Type:- Petrol
Gear Box:- 4Speed
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(13).HERO HONDA pleasure:
Engine Type:- 4Stroke Single Cylinder Air-cooled OHC
Displacement:- 102 cc
Compression Ratio:- 9.0:1
Maximum Power:- 7.0@7000 BHP@RPM
Maximum Torque:- 7.85@5000 Nm@rpm
Cylinder Bore:- 50 mm
Stoke:- 52 mm
Ignition:- CDI
Starting:- Self Start
Wheel Base:- 1240 mm
Tyre Size:- Front 3.50 x 10 - 4RP / 51J, Rear 3.50 x 10 - 4RP / 51J
Wheel Type:- Alloy
Fuel Efficiency:- 55* kmpl
Fuel Capacity:- 5 ltre
Gear Box:- C.D.I
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(14) HERO MAESTRO
Powerful 109cc engine
Combined Braking System for simultaneous application of front and rear brakes
Digital Analog Combo Meter Console with Service Due Indicator
Multi-lever key with Magnetic head and shutter
Bold trapezoidal multi-focal reflector headlamp and striking front visor
Combination tail lamp and clear lens winkers
Comfortable wide seat
Stylish rear grab rails
Maintenance free battery Viscous Paper Pleated Air Filter
Large storage space
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Literature
Review
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LITERATURE REVIEW
MEANING
About the study customer satisfaction.
Customer satisfaction is the key to success. Getting your customers to tell you whats
good good about your product or services and where you need improvement helps
you to ensure that your business measures up to their expectations. The attached file
contains a customer satisfaction survey from designed to help you gather this
important information it was designed to make it easy for customer to fill out & to
make it easy for you to quickly customize to exactly match your companys activities.
It also includes suggestions for distributing the form, ensuring that customer willreturn the form and following up on comments.
CUSTOMER SATISFACTION DEFINED.
The reason for a business firm to come into being is the existence of a customer who
has unfilled needs and wants. Hero Honda has advantage of having the widest product
range in all market segments in which it operates, putting itself in a unique position of
providing just product, but the best economic solution to their customer thus fulfilling
the unfilled needs. Hero Honda keeps itself abreast of the new and emerging
technologies and adopting them to deliver high quality and high performance vehicles
to their end customers. Customer satisfaction has been conceptualized in several
ways.It consists of expectations, performance interaction, pleasured/displeasure, and
the evaluation of the benefits of consumption.
Consumer satisfaction is result of confirmation of expectation. Hero Honda has been
focusing on the improvement & Excellency in processes, which it uses to satisfy there
to accomplish, this it has focused on improving customer-orientation and value chain
integration. Thus meeting of customer expectation.
Satisfaction of a consumer want is an essential part of the marketing operation.
Fundamentally, a person buys (acquires) a product for the satisfaction it will provide.
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Customer Satisfaction Research helps the businesses in building stronger
relationships with customer. Market research enables one to define what the best
service for customer is. The information gained through customer satisfaction
research allows you to target limited resource in improving services.
Gone are those days when producers would be kings: today the consumer is the king.
The key to entry-exit of companies is in the hands of the consumer.
Today, the major driver of a companys proftability depens on customer satisfaction
level. With morw & more easy availability of opyion, the consumers are riding a high
wave.
We at Todays carry out market research and industry analysis to determine the level
of customer satisfaction. We lay emphasis on customer relationship & evaluate the
changes as per the choice of the consumers. Based on the feedback, we advice
companies to customize market offerings, services, programs, messages & media.
CUSTOMER SATISFACTION
Related Quick Links Support Customer Service Technical Support Services Training FAQ
Warranty Registration Engineering Services Customer Satisfaction Customer Satisfaction
Form Customer FeedbackWarranty
Anas Motor pvt ltd has adopted ISO 9001:2000 system and the main aim is to take care of
the CUSTOMER SATISFACTION.
http://www.kiwipumps.com/support.htmlhttp://www.kiwipumps.com/customer-service.htmlhttp://www.kiwipumps.com/technical-support.htmlhttp://www.kiwipumps.com/services.htmlhttp://www.kiwipumps.com/training.htmlhttp://www.kiwipumps.com/faq.htmlhttp://www.kiwipumps.com/warranty-registration.htmlhttp://www.kiwipumps.com/engineering-services.htmlhttp://www.kiwipumps.com/customer-satisfaction.htmlhttp://www.kiwipumps.com/customer-satisfaction-form.htmlhttp://www.kiwipumps.com/customer-satisfaction-form.htmlhttp://www.kiwipumps.com/customer-feedback.htmlhttp://www.kiwipumps.com/warranty.htmlhttp://www.kiwipumps.com/warranty.htmlhttp://www.kiwipumps.com/customer-feedback.htmlhttp://www.kiwipumps.com/customer-satisfaction-form.htmlhttp://www.kiwipumps.com/customer-satisfaction-form.htmlhttp://www.kiwipumps.com/customer-satisfaction.htmlhttp://www.kiwipumps.com/engineering-services.htmlhttp://www.kiwipumps.com/warranty-registration.htmlhttp://www.kiwipumps.com/faq.htmlhttp://www.kiwipumps.com/training.htmlhttp://www.kiwipumps.com/services.htmlhttp://www.kiwipumps.com/technical-support.htmlhttp://www.kiwipumps.com/customer-service.htmlhttp://www.kiwipumps.com/support.html -
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SPECIAL REQUIREMENT OF CUSTOMER:
In addition to our regular products, request for special products are received. It is the
endeavor of the company to see that special characteristics are in built into the products, to
satisfy the specific requirement of the customer. Some of the special requests are:-
- Size of end connection.
- Special packaging requirement.
- Special colors of paints used etc.
CUSTOMER GRIEVANCES:
As with the business, certain grievances would also be arising. Prompt action is taken to
remove any irritants so that grievances are reduced at the first place. Main grievances that the
unit gets are:
Supply of material at short notice period in the season. We do inform, the customers,
the minimum time required to supply the materials.
Quality related problems are very few and the reasons are
1. Quality raw materials are used.
2. Proper processes are adopted at different stages of manufacture etc.
CUSTOMER FEEDBACK:As a part of ISO-9001:2000 system, the company collects feedback from the customers at
regular intervals. Such feedbacks are by various methods, viz.,
- By sending a standard format & collecting the data.
- From our marketing personnel, while they interact with customers during tours.
- As and when the customers visit the unit.
We also send the information, such as ACTION TAKEN, based on the feedback receivedfrom various sources.
The company receives CUSTOMER PROPERTY, such as LABLES, INSTRUCTION
BOOKLETS which are too used before dispatching the products. The company takes care of
keeping such property, safely.
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\
CUSTOMER COMMUNICATION
It is very important to have good communication between the unit & the CUSTOMERS for
the growth of the business. Various steps are taken to achieve the above goal.
PRODUCT LITERATURE:
Each of our distributor / dealer are given PRODUCT LITERATURE, which explains various
factors, such as type of materials used, performance characteristics, prices etc. which will
help in understanding the product quality and also compare with similar products available in
the market.
PRODUCT DATA:
In addition to the above, related product data, i.e. how to install, how to maintain, related
materials required to install & use our products etc. are provided.
SERVICE INFORMATION:
Installation & maintenance booklet gives broad guidelines and helps in carrying out minor
service requirements. In case of major problem, the dealer distributor will help in carrying outthe services. It required, the company also helps in providing services of special
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CALL BACK SERVICES:
The type of product is such that CALLBACK SERVICES are in general not required. In case
of any manufacturing defect, the company does the necessary rectification, free of charges.
WARRANTY:
In general the company offers warranty for the products for a period of one year, for any kind
of manufacturing defects. Most of the time, it is observed that the products fails due to 1)
Low voltage and 2) Improper installation.
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RESEARCH&
METHOLOGY
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RESEARCH METHODOLOGY
RESEARCH OBJECTIVE:
PRIMARY OBJECTIVE
The objectives of the primary data are as follows:
The objective of study is to find out the factors affecting services especially for the
paid up service rendered by the Anas Hero Motor Privet limited. And to find out the
level of customer satisfaction to services.
The objective is also to find out the ways to improve the service quality at Anas Hero
Motor Privet limited. To get consumers general view about their association withsome of the technical and non-technical attributes related to Hero Motor vehicless
services.
SECONDARY OBJECTIVE
The objective of the secondary data is as follows:
The data collected by means of a field survey to achieve the objectives of this market
research.
To undrestand the behaviour of front line supervisor whit customer.
This project was giving me from the Anas Hero Motor Privet limited, which is authorized
dealer of Hero Motor vehicles in Ankleshwar. Anas Hero Motor Privet limited is one of the
leading dealers of Hero Motorcrop two-wheelers in Ankleswar. Anas Hero Motor Privet
limited gives me full co-operation in my study.
RESEARCH DESING:
The American management Association defines Marketing Research as The systematic
gathering of data problems relating to marketing of goods and services.
The process of marketing research is to provide information which will facilitate the
identification of an opportunity of problem situation and to assist the management in arriving
at the best possible decision, which such situation encountered objectively accuracy are
therefore required of such studies, as they form the best basis of decision making. Using
scientific method one can reduce to a large extent the errors that might be caused due to
inappropriate decisions.
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The design selected was Descriptive type; the descriptive study is typically concerned with
determining frequency with which something occurs on how two variables vary together.
The study was designed to have a clearer picture of the market condition.
In the present study, there was measuring customer satisfaction towards the Hero Motor two-wheeler services at Anas Hero Motor Privet limited. Customer gives how much importance to
each vehicles service attributes like fuel-economy, price, maintenance, etc. The advantage of
using Descriptive design in the present study is that it is not based on judgment & intuition
but on the actual data collection & therefore more accurate in generalizing.
SAMPLING PLAN:
(1)The universe:
The universe is the entire group of items that the researcher wishes to study & about he plansto generalize.
A researcher should decide the target population that will be sampled. In this study the target
population is customers of Anas Hero Motor Privet limited. During the training period that is
6 weeks.
(2) Sample Size:
Total 100 respondents have been interviewed. The sample size is each Hero Motor pvt ltd.
(3)Sampling method:
As the customers names & mobile no. were available, it was possible to go in for
probability sampling method. But in this research, the convenience non-probability sampling
technique has been used to make the sample that can represent the universe.
RESEARCH INSTRUMENT AND CONTACT METHOD:
Research Instrument:
Instrument used in research is questionnaire, which was prepared to get relevant informationfrom customer. Questionnaire of both Structured & unstructured question was used for the
survey.
Questionnaire was prepared taking in consideration objective of study & for that the
researcher Collected information. In order to collect the information questionnaires were
prepared was directed to collected information regarding workshop services provided by
Anas Hero Motorcrop Privet limited. This Questionnaire contains 12 Questions. It included
question, which enabled to get information regarding Services by customer from Anas Hero
Motorcrop Privet limited, service staff approach the quality of services etc.
Contact Method:
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Here the contact method used is personal interview. The personnel interviews were
conducted mostly at Anas Hero Motorcrop Privet limited workshop.
DATA COLLECTION METHOD:
The data were collected by means of a field survey to achieve the adjectives of this marketresearch.
For collection of the primary data, a questionnaire was designed for the customers/users of
the motorbikes.
Data collection method adopted was through survey of Ankleshwar city only. For this
purpose questionnaire was structured and the technique applied of conducting research was
Non-disguised structured technique. As such the different Hero Motor two-wheeler moped
& motorcycles have different attributes & every one specific image in customers mind with
regard to services attributes. Present study was conducting for purpose of different HeroMotor vehicles.
So for this purpose well-structured questionnaire was prepared & done survey of the owner &
users of Hero Motor two-wheelers.
The questionnaire was duly pre-tested & modified it was used in the actual survey.
LIMITATIONS OF RESEARCH STUDY:
We cant generalize the results available from this research project because of some of the
assumptions & other limitations.
In spite of maximum efforts by the researcher there are some unavoidable limitations in the
research. They are listed as below.
Time:
Of all the constraints, the short time duration of weeks was very inadequate. The time
constraint is one of the major reasons why the sample size is not larger.
Representativeness:
The Representative of the small sample size of 100 customers is about of total service
customers. Hence it is difficult to generalize.
Area
This survey is limited to Ankleshwar city only, so result can not be generalise with Indias
overall scenario.
Personnel bias:
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For respondents do not give their proper response thinking that the information would
misuse. This will lead into delay & one will not be able to receive adequate information,
which may be used in this project.
The research was restricted to Ankleshwar city only.
As the survey was done during vacation period, many customers were not available,
as they had gone out of Ankleshwar.
As the method of data collection was telephonic interview, the customers whos not proper
all the discussion & cost are very highly.
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DATA
ANALYSIS
And
INTERPRETATION
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PERSONAL DETAIL:
[1] GENDER:
PARTICULAR NO OF RESPONDENTS. % OF RESPONDENTS.
Male 77 77
Female 23 23
TOTAL 100 100
CHART FOR GENDER.
Interpretation:
From the above chart we can say that most of the respondents are male i.e. 77% and
remaining are female i.e. 23%
77%
23%
GENDER.
Male
Female
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[2] AGE.
PARTICULAR NO OF RESPONDDENTS. % OF RESPONDENTS.
18 TO 24 YEARS 41 41
25 TO 34 YEARS 23 2335 TO 44 YEARS 16 16
45 TO 54 YEARS 13 13
MORE THAN 55 YEARS 7 7
TOTAL 100 100
CHART OF AGE:
Interpretation:
From the above chart we can see that most of the part is covered by the age group of 18 to 24years and 25 to 34 years.
41%
23%
16%
13%7%
AGE.
18 TO 24 YEARS
25 TO 34 YEARS
35 TO 44 YEARS
45 TO 54 YEARS
MORE THAN 55 YEARS
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[3] EDUCATION QUALIFICATION.
PARTICULAR NO OF RESPONDDENTS. % OF RESPONDENTS.
Under Graduate 22 22
Graduate 41 41
Post Graduate 27 27
Professional 7 7
Other 3 3
TOTAL 100 100
CHART FOR EDUCATION QUALIFICATION.
Interpretation:
In this case most of the respondents are Graduate and 27% of respondents are Post Graduate,
and 22% are Under Graduate.
22%
41%
27%
7%
3%
EDUCATION QUALIFICATION.
Under Graduate
Graduate
Post Graduate
Professional
Other
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Q-1 which bike/moped do you have?
PARTICULAR NO OF RESPONDDENTS. % OF RESPONDENTS.
Splendor 23 23
Super Splendor 3 3
Passion 20 20
CD Delux 4 4
Hunk 7 7
CBZ 13 13
Karizma 7 7Pleaser 23 23
TOTAL 100 100
CHART FOR BIKE OR MOPED.
Interpretation:
From the above chart there is equal number of customer for Splendor & Pleaser i.e. 23%,
Passion covers 20% of customer. There is only 3% customer who used Super Splendor.
23%
3%
20%
4%7%
13%
7%
23%
BIKE OR MOPED.
Splendor
Super Splendor
Passion
CD Delux
Hunk
CBZ
Karizma
Pleaser
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Q-2 Since, how long you been using hero bike?
PARTICULAR NO OF RESPONDDENTS. % OF RESPONDENTS.
1 to 6 Months 0 0
6 to 12 Months 0 012 to 18 Months 7 7
18 to 24 Months 22 22
More than 24 Months 71 71
TOTAL 100 100
CHART FOR TIME OF USING HERO BIKE.
Interpretation:
By looking in to above chart we can say that most of the portion is covered by more than 24
Months it means that 71% respondents uses hero bike from 2 years.
0% 0%
7%
22%
71%
TIME OF USING HERO BIKE.
1 to 6 Months
6 to 12 Months
12 to 18 Months
18 to 24 Months
More than 24 Months
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Q-3 how much free service you are attempt or using?
PARTICULAR NO OF RESPONDDENTS % OF RESPONDDENTS
1 service 0 0
2 service 0 0
3 service 0 0
4 service 0 0
5 service 7 7
6 service 93 93
TOTAL 100 100
CHART FOR SARVICE ATTEMPT
Interpretation:
From the above chart we can say that most of the all respondents have attempted all six free
services, and little has attempt five free services.
1 service 2 service 3 service 4 service 5 service 6 service
0 0 0 07
93
0 0 0 07
93
ATTEMT OF FREE SERVICE
NO OF RESPONDDENTS % OF RESPONDDENTS
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Q-4 Rate your satisfaction level as below for free service.
PARAMETERS. HighlyDissatisfied
Dissatisfied Moderate Satisfied HighlySatisfied
TOTAL
Responses for
appointment forservice
0 2 27 68 3 100
Satisfaction level 0 5 18 75 2 100
Explanation aboutwork to be done
0 0 7 92 1 100
Actual work to bedone after service
0 3 3 90 4 100
Technical advice forsmooth running
0 3 12 83 2 100
Time of workshop 0 2 9 88 1 100
CHART FOR SATISFACTION LEVEL FOR FREE SERVICE.
Interpretation:
From the above chart we can say that most of the customers are satisfied with all the
parameters. And no one is highly dissatisfied with any parameters.
01020304050607080
90100
SATISFACTION LEVEL FOR FREE SERVICE.
Highly Dissatisfied
Dissatisfied
Moderate
Satisfied
Highly Satisfied
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Q-5 How much paid up service you are attempt or using?
PARTICULAR NO OF RESPONDDENTS % OF RESPONDDENTS
0 service 7 7
1 service 28 282 services 47 47
3 services 7 7
4 services 3 3
5 services 8 8
TOTAL 100 100
CHART FOR ATTEMT OF PAID SERVICE.
Interpretation:
Here in this case nearer to half of respondents have attempt only two paid services and7% respondents have not attempt any paid service.
7%
28%
47%
7%
3%
8%
ATTEMT OF PAID SERVICES.
0 service
1 service
2 services
3 services
4 services
5 services
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Q-6 Rate your satisfaction level as below for paid up service.
PARAMETERS. HighlyDissatisfied
Dissatisfied Moderate Satisfied HighlySatisfied
TOTAL
Responses for
appointment forservice
0 2 18 68 5 93
Satisfaction level 0 5 7 73 8 93
Explanation aboutwork to be done
0 0 21 69 3 93
Actual work to bedone after service
0 3 22 64 4 93
Technical advice forsmooth running
1 6 24 61 1 93
Time of workshop 0 12 34 44 3 93
CHART FOR SATISFACTION LEVEL FOR PAID UP SERVICE.
Interpretation:
From the above chart we can say that most of the customers are satisfied at all parameters
with paid up service. Here total respondents are 93 because 7 customers have not attempt any
paid up service.
Responses for
appointment
for service
Satisfaction
level
Explanation
about work
to be done
Actual work
to be done
after service
Technical
advice for
smooth
running
Time of
workshop
0 0 0 0 1 025
0 36
1218
7
21 22 24
34
6873
6964 61
44
5 8 3 4 1 3
SATISFACTION LEVEL FOR PAID UP SERVICE
Highly Dissatisfied Dissatisfied Moderate Satisfied Highly Satisfied
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Q-7 Rate your satisfaction level as below.
PARAMETERS.
Highly
Dissatisfied
Dissatisfied Moderate Satisfied Highly
Satisfied
TOTAL
Cost of Service 0 5 22 73 0 100
Clean and polishof bike
0 0 9 81 10 100
Time to be taken 0 9 11 80 0 100
Supervisors
behaviour0 2 23 75 0 100
CHART FOR SATISFACTION LEVEL
Interpretation:
From the above chart we can say that at all the parameters most of the customers are satisfied
and little is on the level of moderate.
Highly
Dissatisfied
Dissatisfied Moderate Satisfied Highly Satisfied
05
22
73
00 0
9
81
10
0
9 11
80
00 2
23
75
0
SATISFACTION LEVEL.
Cost of Service Clean and polish of bike Time to be taken Supervisors behaviour
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Q-8 What are the reason for not giving preference to Anas Motors for paid up service?
PARTICULAR NO OF RESPONDDENTS % OF RESPONDDENTS
Poor timing 17 11.41
Recommended by friends &relatives
08 05.37
High price of spare parts 28 18.79
Delay in service 11 07.38
Perception of high billamount
77 51.68
Dissatisfaction from freeservice
05 03.36
Not easily available 03 02.01
Low quality of spare parts 00 00
Interpretation:
From the above charts we can say that the most of the customer are faced the problem of
perception of high bill amount and there is no scope of low quality of spare parts.
12% 5%
19%
7%
52%
3%
2%
0%
Reason Behind not giving preference for paid
up service
Poor timing
Recommended by friends &
relatives
High price of spare parts
Delay in service
Perception of high bill amount
Dissatisfaction from free service
Not easily available
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Q-9 Do you get full value of money for paid up service?
PARTICULAR NO OF RESPONDDENTS % OF RESPONDDENTS
Yes 74 79.56
No 19 20.44TOTAL 93 100
CHART FOR MONEY VALUE OF PAID UP SERVICE.
Interpretation:
From the above chart we can say that most of the customer says that they get full value of
money for their paid up service.
0
10
20
30
40
50
60
7080
Yesno
74
19
79.56
20.44
NO OF RESPONDDENTS % OF RESPONDDENTS
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Q-10 what are the improvements in service that you need from Anas motors?
PARTICULAR NO OF RESPONDDENTS % OF RESPONDDENTS
Service in time 6 6
Well trained mechanics 0 0Reliable service 73 73
Less labour charges 21 21
TOTAL 100 100
CHART FOR IMPROVEMENTS TO ANAS MOTORS.
Interpretation
Here most of the respondents suggest Anas motors for reliable service.
6%
0%
73%
21%
SUGGESTION TO ANAS MOTORS.
Service in time
Well trained mechanics
Reliable service
Less labour charges
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Q-11 Do you think the person who attempt to you & accept your vehicle for service was able
to understand the vehicle issues & also answered all your queries appropriately?
PARTICULAR NO OF RESPONDDENTS % OF RESPONDDENTS
Excellent 34 34Good 57 57
Fair 7 7
Poor 2 2
TOTAL 100 100
CHART FOR RESPONSE OF SUPER VISOR.
Interpretation:
By looking in the above chart we can see that the response or behaviour of the super visor is
good to the respondent. 34% respondents say that response of super visor is excellent.
34%
57%
7% 2%
RESPONCE OF SUPER VISOR.
Excellent
Good
Fair
Poor
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Q-12 Based on your overall experience would you visit the service center again? & also
would you recommend your friends & relatives?
PARTICULAR NO OF RESPONDDENTS % OF RESPONDDENTS
yes 73 73no 27 27
TOTAL 100 100
CHART FOR CUSTOMER FEEDBACK.
Interpretation:
From the above chart we can say that most of the customers are interested in visit to service
center again and also recommend their friends and relatives to visit the service center.
73%
27%
CUSTOMER FEEDBACK.
yes
no
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FINDINGS
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FINDINGS
1) In this research I have found that, 23% respondent used Splendor, 20% respondent
used Passion, 23% respondent used Pleaser, 4% responent used CD-Deluxe, 13%respondent used CBZ, 7% respondent used Karizma, 7% respondent used hunk and
3% respondent used Super Splendor.
2) In this Research I have found that, 72% respondents used hero bikes since more than
24 months.
3) In this Research I have found that, 93% respondent completed 6 free service, 7%
respondent completed 5 free service.
4) In this Research I have found that, most of the respondents are satisfied with the free
service provided by Anas motors.
5) I found that 47% respondents have attempt only 2 paid up services. 7% respondents
have not attempt any paid up service because they already have 1 free service is
remaining.
6) In this Research I have found that, most of the respondents are satisfied with the paid
up service provided by Anas motors.
7) I have noticed that 52% of customers do not give preference to anas motors for paid
up service due to their perception of high bill amount & 16% thinks about to the high
cost of spare parts.
8) Most of the customers are satisfied with the clean & polish of their bike and little are
dissatisfied with time of work shop.
9) A Research I have found that, 53% respondent do not get full value of money for paid
up service and 47% respondent are get their value of money for paid up service.
10)73% of respondents suggest Anas Motors for reliable service and 20% of respondents
suggest for less labour charges, No one give any suggestion about mechanics
11)In this research I have found that 57% of respondents things that response of
supervisor is good and 34% respondents says that response is excellent.
12)The overall satisfaction level is 73% which is positive and 23% is negative.
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RECOMMENDATION
(1)Anas Motor should more focus on time, Because of more customers not satisfied with
them.
(2)Workshops staff should be increased so that at a time more vehicles can be taken for
service.
(3)Adequate spare parts stock must be maintained in the service station.
(4)Anas motor should introduce bunch of services. First two services are free than
second two services are paid and so on. After completed all twelve services than all
the responsibility of problems in engine is in the hands of service center.
(5)Advance booking facility should provide by Anas motors. By calls or By SMS.
(6)The employees at the showroom should have either a dress code or an identity card so
that one can differentiate between customers and employees and it generates respect
from the customers.
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CONCLUSION
After analyzing the data collection through survey, I have concluded that most of the
customers do not give preference to anas motors for paid up service because of theirperception of high bill amount, high cost of spare parts. Some of the respondents do not give
preference for the reason of poor timing.
In case of workshop services, Most of the customers are satisfied with the free service
provided by the show room. On the other hand, some of the customers are highly satisfied
with the cleanness and polish of their bike.
In case of workshop paid up services, Most of the customers are at the moderate level
of their satisfaction level. The response of super visor with the customer is one of the
important factor in any organisation. And anas motors has maintain it very well, theirresponse is good as well as excellent with the customers.
After careful analysis of data collection on the working style of Anas motors PVT
LTD, The researcher has identified various factors affecting the goodwill of Anas motors
PVT LTD. The feedback of the customers had also helped to identify the remedied. All the
remedies have been listed as recommendations of these remedies should earn back the
goodwill and customers and further enhance the progress of Anas motors PVT LTD.
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BIBLIOGRAPHY & WEBLIGRAPHY
BIBLIOGRAPHY
Philip. Kotler
Marketing management
Millenium Edition
Prentice Hall of India Pvt.,
New Delhi.
Gupta S.P & Gupta M.P
Business statistics
3rd edition
Sultan Chand & sons,
New Delhi-1979
Annual report of Hero motocorp.
WEBILOGRAPHY
www.herohonda.com
www.google.com
www.heromotocrop.com
http://www.herohonda.com/http://www.google.com/http://www.google.com/http://www.herohonda.com/ -
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APPENDICES
Customer Feedback
Personal Details
Name-:__________________________________
Contact no.-:_____________________________
Gender:
Male Female
Age:
18-24 35-44 55 or above
25-34 45-54
Education Qualification Under-graduate Post-graduate
Graduate Professional
Other, please Specify________________
Occupation
Professional Agriculture Business
Service Other, please specify________
Q-1 Which Bike\Moped do you have?
Splendor CD deluxe Karizma Super Splendor Hunk Pleaser
Passion CBZ Other, pleasespecify_____
Q-2 Since, how long you been using hero Bike? 1 to 6 Month 12 to 18 Month 25 or above 6 to 12 Month 18 to 24 Month
Q-3 How much free service you are attempt or using? 1 3 5 2 4 6
Q-4 Rate your satisfaction level as below for Free Service.
(A) Highly Dissatisfied (C) Moderate (E) Highly satisfied(B) Dissatisfied (D) Satisfied
Sr.no.
Parameters A B C D E
1 Responses for appointment for service of your bike
2 Satisfaction from free service
3 Explanation about work to be done
4 Explanation about actual work done after service5 Technical advice for smooth running
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Q-5 How much paid up service you have attempt or using? 0 2 4 1 3 5 or more
Q-6 Rate your satisfaction level as below for paid up service.
(A) Highly Dissatisfied (C) Moderate (E) Highly satisfied(B) Dissatisfied (D) Satisfied
Sr.no.
Parameters A B C D E
1 Responses for appointment for service of your bike
2 Satisfaction from paid service
3 Explanation about work to be done
4 Explanation about actual work done after service5 Technical advice for smooth running
6 Time of workshop
Q-7 Rate your satisfaction level as below.
(A) Highly Dissatisfied (C) Moderate (E) Highly satisfied(B) Dissatisfied (D) Satisfied
Sr.no.
Parameters A B C D E
1 Cost of Service
2 Clean & polish of your bike
3 Time to be taken4 Supervisors behaviour
Q-8 What are the reasons for not giving preference to Anas Motors for paid up service?
Poor timing Perception of high bill amount Recommended by Friends & Relatives Dissatisfaction from free
service High price of spare parts Not easily available
Delay in service Low quality of spare parts Any other, please
specify__________________________________________
Q-9 Do you get full value of money for paid up service?
Yes No
Q-10 What are the improvements in service that you need from Anas Motors?
Service in time Reliable service Well trained mechanics Less labour charges
Other, please specify___________________
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Q-11 Do you think the person who attempt to you & accept your vehicle for service wasable to understand the vehicle issues & also answered all your queries appropriately?
Excellent Fair Good Poor
Q-12 Based on your overall experience would you visit the service center again? & Alsowould you recommend your friends & relatives?
Yes No