1.

1 INTRODUCTION

Honda Motorcycle & Scooter India, Pvt. Ltd., abbreviated as HMSI, is the wholly
owned Indian subsidiary of Honda Motor Company, Limited, Japan. Founded in 1999, it was
the fourth Honda automotive venture in India, after Kinetic Honda Motor Ltd (1984–
1998), Hero Honda (1984–2011) and Honda Siel Cars India (1995–2012). HMSI was
established in 1999 at Manesar, Gurugram, Haryana.

HMSI has four manufacturing locations at Manesar in Haryana, Tapukara

in Rajasthan, Narsapura, Kolar in Karnataka and Vitthalapurof Ahmedabad district in
Gujarat state.

Honda is the largest motorcycle manufacturer in Japan and has been since it started
production in 1955. At its peak in 1982, Honda manufactured almost three million
motorcycles annually. By 2006, this figure had been reduced to around 550,000 but was still
higher than its three domestic competitors.

In 2017, India became the largest motorcycle market for Honda. In India, Honda is
leading in the scooters segment, with 59% market share.

During the 1960s when it was a small manufacturer, Honda broke out of the Japanese
motorcycle market and began exporting to the United States. Working with the advertising
agency Grey Advertising, Honda created an innovative marketing campaign, using the slogan
"You meet the nicest people on a Honda." In contrast to the prevailing negative stereotypes of
motorcyclists in America as tough, antisocial rebels, this campaign suggested that Honda
motorcycles were made for the everyman. The campaign was hugely successful; the ads ran
for three years, and by the end of 1963 alone, Honda had sold 90,000 motorcycles.

Taking Honda's story as an archetype of the smaller manufacturer entering a new

market already occupied by highly dominant competitors, the story of their market entry, and
their subsequent huge success in the U.S. and around the world has been the subject of some
academic controversy. Competing explanations have been advanced to explain Honda's
strategy and the reasons for their success.
 The first of these explanations was put forward when, in 1975, the Boston Consulting
Group (BCG) was commissioned by the UK government to write a report explaining why and
how the British motorcycle industry had been out-competed by its Japanese competitors. The
report concluded that the Japanese firms, including Honda, had sought a very high scale of
production (they had made a large number of motorbikes) in order to benefit from economies
of scale and learning curve effects. It blamed the decline of the British motorcycle industry on
the failure of British managers to invest enough in their businesses to profit from economies of
scale and scope.

The second explanation was offered in 1984 by Richard Pascale, who had interviewed
the Honda executives responsible for the firm's entry into the U.S. market. As opposed to the
tightly focused strategy of low cost and high scale that BCG accredited to Honda, Pascale
found that their entry into the U.S. market was a story of "miscalculation, serendipity, and
organizational learning" – in other words, Honda's success was due to the adaptability and
hard work of its staff, rather than any long-term strategy. For example, Honda's initial plan on
entering the US market was to compete in large motorcycles, around 300 cc. Honda's
motorcycles in this class suffered performance and reliability problems when ridden the
relatively long distances of the US highways. When the team found that the scooters they were
using to get themselves around their U.S. base of San Francisco attracted positive interest from
consumers they fell back on selling the Super Cub instead.

The most recent school of thought on Honda's strategy was put forward by Gary
Hamel and C. K. Prahalad in 1989. Creating the concept of core competencies with Honda as
an example, they argued that Honda's success was due to its focus on leadership in the
technology of internal combustion engines. For example, the high power-to-weight ratio
engines Honda produced for its racing bikes provided technology and expertise which was
transferable into mopeds. Honda's entry into the U.S. motorcycle market during the 1960s is
used as a case study for teaching introductory strategy at business schools worldwide.
 Honda Motorcycle & Scooter India Pvt. Ltd. (HMSI) is the wholly-owned subsidiary
of Honda Motor Company, Japan – the World’s No.1 two-wheeler company. Commencing its
Indian 2Wheeler operations in May 2001, Honda in the last two decades has grown to become
India’s 2nd largest two-wheeler company with over 55 million happy customers. HMSI offers
a wide range of two-wheelers catering to diverse customer needs and preferences. The
company's product portfolio includes scooters, motorcycles, and superbikes. Some of the
popular models include Activa, Dio, Shine, Hornet 2.0, and CB200X.
1.2 HISTORY OF HONDA MOTORCYCLES

Soichiro Honda, the developer of Honda motorcycles, didn’t set out to manufacture
them. In fact, his passion was vehicles. He also loved the idea of driving fast and enjoyed
racing. He worked from the time he was a teenager in an auto repair shop, so he had a great
understanding of the mechanical end of things. He also owned a Harley and an Indian, giving
him plenty of motorcycle riding experience.

In 1928, Honda opened his own repair shop. As a hobby he also indulged in building
race cars. He did not start the Honda Motor Company until he was 41 years old in 1948. They
manufactured several two stroke and four stroke motorcycle models. He focused on the areas
of quality and design, offering well made products to compete in the industry.

While the motorcycle sells continued to rise over the next two decades, the company
almost went under in 1953. This was due to the end of the Korean War and economic
depression in Japan. However, they continued to sell a small amount of motorcycles and
continue production. The main reason Honda did not close the factory was because he did not
want to see more people out of work.

It was a good choice as by 1958 Honda was again profitable. In July of that year they
introduced the C100 Super Cub which is known as the most successful motorcycle in the
world. It was marketed as a cheap and versatile model that could be used by anyone. The bike
featured a four stroke motor and a three speed transmission. The bike was very easy for new
motorcycle riders to operate as well. Women even used it as a means of commuting. As a
result, Honda became the largest manufacturer of motorcycles in the world by 1959.

Honda decided this was a good time to think about international expansion. They
focused on Asia and Europe instead of the United States. This is because they felt there was
too much competition with American made bikes to be profitable. However, the decision was
made to come to the United States because Honda felt if the American people accepted their
models, then it would set precedence for the rest of the world to do so.
 The first Honda retail store in the United States was based in Los Angeles, California;
opening its doors in June of 1959. Honda fought hard to promote their products in the United
States with a positive image. This ploy worked well, and Honda had more than 75 successful
dealerships in the United States by 1960.

Honda is also credited with establishing the Motorcycle Industry Council and the
Motorcycle Safety Council. They provided half of the funding needed to start both
organizations. Their community involvement was noticed and highly appreciated by the
motorcycle enthusiasts of the United States, resulting in more trust in Honda products.

Throughout the 1970’s Honda continued to rule the motorcycle industry, developing
new motorcycles that people around the world couldn’t get enough of. They also got a
reputation for the fastest bikes around, as their models won more than 70 high profile races
around the world in 1973. In 1975 Honda took another leap that paid off well for them. They
introduced the GL1000 Gold Wing as a touring bike. It brought a whole new level of comfort
and style to touring bikes that other manufacturers quickly copied.

Since then, Honda has continued to produce innovative motorcycle models that appeal
to the various cultures around the world. They have also continued to invest in the public
interest. Honda donates thousands of motorcycles to worthy causes each year. They also help
fund motorcycle training courses to help ensure motorcyclists have the best information to
operate their bikes safely.

Hero MotoCorp and Honda Motor Co. of Japan had a joint venture called Hero Honda
Motors Ltd. which was established in 1984. The partnership lasted for 26 years, until
December 2010, when the two companies decided to part ways. After the separation, Honda
Motor Co. of Japan established its own fully-owned subsidiary in India called Honda
Motorcycle and Scooter India (HMSI). Since then, Hero MotoCorp and HMSI have been
competing with each other in the Indian two-wheeler market.

Honda has proven themselves to be a manufacturer of reliable motorcycles for the past
several decades. They are among the top sellers in the motorcycle industry because of their
unique designs, long lasting equipment, and low cost motorcycle models. While they have
taken some huge risks over the years, they have helped them to build the successful
motorcycle empire they have today.
STRENGTH
1) Competence in engine manufacturing – company’s core product, which produced
over 27 million units of engines.
2) Diversified product portfolio
3) Dominance in motorcycle and engine industries leading to a high brand awareness
4) Strong position in Asia’s motorcycle markets

OPPORTUNITIES
1) Increasing government regulations
2) Improving U.S. economy
3) Timing and frequency of new model releases
4) Low fuel prices are increasing the demand for pickup trucks and SUVs

WEAKNESS
1) Dependence on North America to generate most of the revenue
2) Low investments in research and development (R&D) leading to innovative products.

THREATS
1) Increased competition.
2) Rising Japanese Yen exchange rates.
3) Natural disasters.

HONDA MOTORCYCLES & SCOOTER INDIA,PVT, LTD.,

1.3 CONCEPTS AND DEFINITION

MARKET:

Market is generally understood as the place or geographical area where buyers and
sellers meet and enter into transactions involving transfer of ownership of goods, services,
securities, etc.,

Clark and Clark defines market is "an area in which the forces leading to exchange of
title to a particular product operate, and towards which and from which actual goods tend to
travel"

Marketing is the process of planning and executing the consumption, pricing,

promotion and distribution of ideas, good, services to create exchanges that satisfy individual
and organizational goals.

CUSTOMER:

The customer and the consumer are two different terms. Customer is not always the
consumer and the consumer is not always the customer, customers are like middlemen, agent,
etc., may or may not purchase products for their own use.

CONSUMER

Whereas consumers get the products for their own conception. Here we are concerned
with consumer behaviour and the consumer is the important factor. Buyer behaviour is all
psychological, social and physical behaviour of potential customers, as they evaluate,
purchase, consume and tell others about the product and services.
1.4 FACTORS INFLUENCING CONSUMER BEHAVIOUR:

Factors influencing the consumer behaviour are internal-needs, motives, perception

and attitude as well as external-family, social groups, culture, economics, business influences,
etc.,

BUYING MOTIVES

The following are some of the important motives, influencing the ultimate buying
behaviour of customers.

1. Fear

2. Desire for money

3. Vanity

4. Pride

5. Love and affection

6. Sex and romance

7. Fashion

8. Possession

9. Health and physical well-being

10. Comfort and convenience

BUYING DECISION PROCESS:

The process consists of

1. Recognition of an unsatisfied need

2. Identification of alternatives

3. Evaluation of alternatives

4. Purchase decision
 5. Post purchase behaviour

1.6 FACTORS AFFECTING PRICING DECISSIONS:

(A) INTERNAL FACTORS

(i) Organisational Factors

(ii) Marketing mix

(iii) Product Differentiation

(iv) Cost of the product

(v) Objectives of the Firm

(B) EXTERNAL FACTORS

(i) Demand

(ii) Competition

(iii) Suppliers

(iv) Economic Conditions

(v) Buyers

(vi) Government

CONSUMER GOODS:

Consumer goods are those goods which are meant for direct consumption by ultimate
consumers and households for example, car, television, radio, cycle, shoe, furniture, toys, etc.,

INDUSTRIAL GOODS:

Industrial goods are those goods which are used in the process of manufacturing other
goods and services. For example, raw materials, machines, computers, maintenance supplies,
etc., and the best example is semi- manufactured goods.
 SPECIALITY GOODS:

Speciality goods are those "good with unique characteristics and / or brand
identification for which a significant group of buyers are habitually willing to make a special
purchasing effort". In the words of Copeland, speciality goods are "those which have some
particular attraction for the consumer, other than price, that induce him to put in special effort
to visit the store in which they are sold and to make a purchase without shopping" for example,
watches, radios, cars, shoes, cloth, television, tape-recorder, etc.,

CONVENIENCE GOODS:

Goods that the customer usually purchases frequently, immediately and with the
minimum effort are know as convenience goods. Low unit cost, available at convenient places,
at frequent intervals, with minimum effort, etc.. are important characteristics of convenience
goods. Convenience goods are daily necessaries for human being: for instance, cigarettes,
newspaper, soap, bread, sugar, coffee, tea, toothpaste, etc.,
1.7 CUSTOMER SATISFACTION
The research topic entitled evaluation of customer satisfaction for Honda Two
Wheelers has been selected for finding out the satisfaction of Honda Two Wheelers in relation
to other two wheelers. It also provides path to access the strength & weakness by knowing
their satisfaction of Honda Two Wheelers.

Now the company is considered as the world's largest two-wheeler company in the
world. Hence to maintain & to improve the position of Honda Two Wheelers in two-wheeler
segment it would be more useful to the company.

Whether the buyer is satisfied after purchase depends upon the offer's performance in
relation to the buyer's expectation. In general, satisfaction is a person's feeling of pleasure of
disappointment resulting from comparing a product's perceived performance in relation to his
expectations. As this definition makes clear, satisfaction is a function of perceived
performance and expectations.

If the performance matches the expectations the customer is satisfied. Many companies
are aiming for high satisfaction because customers who are just satisfied still find it easy to
switch when a better offer comes along. Those who are highly satisfied are much less ready to
switch. High satisfaction or delight creates an emotional bond with the brand, not just a
relational preference. A very satisfied or delighted customer is worth 10 times as much to the
company as a satisfied customer.

Satisfaction is the customers evaluation of a product or service in terms of whether that

the product or service helps to meet their needs and expectations. The failure to meet the needs
and expectations will leads to dissatisfactions.

To be a one of the most customer-friendly company. It required to know their real

strength & weakness. Hence the topic entitled "A study on customer satisfaction of Honda
Two Wheelers with reference to Sri Thillai Honda, Neyveli was selected.

Oliver defines customer satisfaction as satisfaction is the consumers fulfilment

response. It is a judgement that a product or services feature or the product or service itself
provides a pleasurable level of consumption related fulfilment

The Honda approach to customer service and satisfaction is very much focused on the
philosophy of respect for the individual and the Three Joys of buying, selling, and creating.
This means that Honda has always worked closely with its dealerships, like us here at Formula
Venture, to maximize customer satisfaction

Customer Satisfaction identifies how well an organization is performing from the

customer's viewpoint. It allows any organization to understand how their customers are with
the level of service they are providing at any point in time, and to track how satisfaction levels
change over time. It does not investigate the reasons or reality behind the Customer
Satisfaction, unlike Service Evaluation research but still provides extremely valuable
information -such as highlighting an area where service needs improving.

In General, satisfaction is a person's feelings of pleasure or disappointment resulting

from comparing products perceived performance (or outcome) in relation to his or her short of
expectations, the customer is dissatisfied. If the performance matches the expectations, the
customer is satisfied. If the performance exceeds expectations the customer is highly satisfied
of delighted. “Customer”.
INTRODUCTION
The researcher aims at finding ways of improving customer satisfaction of AM wings
Honda. In this case the actual vehicles are very much aware of AM wings Honda and other
dealers of Honda two wheelers in the market therefore the firm which want to improve its
performance to make the customer satisfaction.

Manahila Ansari (2019) His study was concluded that It can be rightly concluded
from the project that Honda Activa Scooters have done well in establishing their grounds in
the two wheeler industry. They are also known for their comfort and performance and the
satisfaction is high among the students and the working class. Youth is the target of Honda
Activa Scooters and the potential target are the people working in MNCs.

Deepthi Nivasini (2018) In their study suggested that the automobile industry has
witnessed a steady growth around the world. With the introduction of new model bikes every
year, the Honda Motors Co. Ltd is committed to satisfying the demands of consumers. The
Honda Activa bikes are produced in such a way that they are more environment friendly and
fuel efficient. This makes the Honda Activa bike a priority in the two-wheeler market.

Arun Mohan (2017) In their article “Honda Activa: a detailed review stated that the
ride quality is one aspect where the Activa needed improvement.The Honda Activa bike
employs a trailing link suspension at front which results in the handle bar juddering every
time, one rides over broken roads and telescopic front forks should have been added.

Dr. K. Lakshmi Priya (2016) Has conducted research on customer satisfaction among the
users of Honda two wheelers. They tried to identify the factors which affect to give preference of
Honda two wheelers. The study revealed that most of the customers were satisfied with the brand
image and mileage of Honda bikes. Maintenance cost was considered an important factor and found
satisfactory of the concern.

D.Vijyalakshami(2015) Have carried out their study on customer satisfaction with regards to
different brands of two wheelers. Their study area was restricted to Coimbatore city and the
respondents were local of that city. They found in their study that two-wheelers help people to easy and
convenient travel of their daily routine as it is easy to drive and handle. They have also concluded that
high price of two-wheelers does not always give satisfaction to the customers, however, it leads to
dissatisfaction some times.
 Abhijeet Singh (2011) Honda motors use a customer relationship management and
dealer management system which integrates one of the largest applications in the automobile
industry, linking more than 1200 dealers across India. CRM has helped Honda Motors to
improve its inventory management, tax calculation and pricing. This system has also proved to
be beneficial to dealers because it has reduced their working capital cost.

Grigoroudis and Siskos (2009) In this study the author has provided the
meaning and definition of customer satisfaction. And meaning of customer who is a
customer? What is he needed? What criteria’s to analyses the perception and attitude of
customers. It helps to conduct the survey according to the plan.

Paul Goldner (2006) In this study the author has studied the importance of
customer satisfaction. Which is very important in gaining the customers. And he also
stated that the customer relationship management is very important, there should be
company should show some transparency actions to the customers.

Schiff man and Kanuk (2004) In this study the author analyzed that there is a
relationship between brand structure and customer gratification. I agreed because if the
rate of customer satisfaction increases, the brand value increases and if the rate of
customer satisfaction decreases then automatically brand value will decreases.

Ying liu (2003) In this study the author has analyzed that customer satisfaction
survey should be proper and well planned, without proper objectives and goals we can’t
find out the related information which are needed to the company. Related population
and active sample is very important in the satisfaction surveys. By these we can find out
the accurate solution to the problems.

Ward, Andrew (2000) In this study the author studied about the loyal customers.
Loyal customers are those who purchase a same brand products in their shopping. They
never bothered about the price because they knew that the quality will be maintained
according to the price. A loyal customer is more important than 10 new customers to the
company.
 Holloway, Andy (1999) In this study the author had explained the advertising and
promotional skills to the sellers to gain the new customers to improve the sales volume. If
sales volume increases automatically profit will also booms up. Now a days without
advertising our product we cannot sell a single piece, that’s the power or advertisement.

Vavra (1997) The author has given the meaning and definition about loyal customer.
A customer is a person who buys the goods and services of the same brand is known as loyal
customer. A single loyal customer is important than the ten new customers so he tells about the
need and importance of loyal customers.

Justin Gabriel (1996) In this study, we can notice that how to increase the level of
customer satisfaction. In this study the author has analyzed the buying behavior of customer
which will helps to make selling strategies from the seller or company. Because in the modern
world the customers’ needs and attitudes are continuously changes, so customer satisfaction
and buying behavior of the customer study is very essential now a days.

Woodruff and Gradian (1996) In this study the author revealed that the impression of
the customers towards company helps in a positive manner to enhance the customer
satisfaction. Treating of customers should be same as in pre-sale and post-sale of product and
services.

Anton (1996) In this study the author elaborated the skills and tactics to handle the
critical situations in the company. We can learn how to handle the situation? How to handle
customers? Etc. after learning these tactics we can easily negotiate with our customers.

Robert Cooper (1995) In this study the author revealed about proper customer
research and its benefits. Increase or decrease of accompany sales is largely depend up on the
quality of research. We must know how, where, when and what to research in the company.

Stuart Markka’s (1994) In this study the author has analyzed the degree of customer
expectations toward a particular brand. Hence the customer expectations differ from one brand
to another. So, we have to sort out our customer expectations. For example customer expects
more from the popular branded products but they expects little from the local brands.
 Williams (1992) In this study, we can notice about in-depth mode of customer
satisfaction, it is a strong word if a customer satisfy with the product he purchased is called as
customer satisfaction. If he feels great about the usage of the product purchased. He will feel
worth of money he paid.

Tse and Wilton (1988) In the study the author highlighted the customer’s needs and
wants, if a customer is purchasing expensive product or service his expectations are too high
his expectations are according to the price and brand value of the product.

Westbrook and Reilly (1983) The author examined the post purchase attitude of
customers. in the time of purchase customers attitude is positive but after the purchase the
attitude may be turn in to a negative. And then it leads to dissatisfaction.
 3.1 RESEARCH DESIGN OF THE STUDY

Research is a systematic search for pertinent information for a specific objectives,

Research is a voyage of discovery. The research method adopted here is Descriptive in
nature.

3.2 STATEMENT OF THE PROBLEM

Today’s consumer markets are too competitive. For maximizing the profit and
widening the market share, the companies use various efforts for attaining their objectives.
There also exist strong consumer advocacy movements all over the world. Most of the
companies try to convert potential customer into a regular customer. For this, they try to
provide maximum benefits and convenience to the customers through the excellent utilization
of resource. The transformation of a potential customer into a regular customer is not an easy
task. They have to blend various marketing mixes in different ways.

3.3 OBJECTIVES OF THE STUDY

1) To analyse the customer satisfaction level on Honda Motorcycles.

2) To access the customer’s awareness about the usage & features of Honda
Motorcycles.
3) To find out which model of Honda Motorcycles is highly preferred by customers.
4) To find out findings, suggestion and draw a conclusion.

3.4 SAMPLE DESIGN

Universe : 230.56 million consumers

Sample element : Consumers

Sample size : 80 samples

Sample test : Simple percentage analysis

Sample media : Questionnaire

 3.5 AREA OF THE STUDY

The area of the study covered Honda motorcycle users in Neyveli.

3.6 PERIOD OF THE STUDY

The period of time for which the programmatic work occurs. A project period may
contain a duration of 1st January 2024 to 31st March 2023

3.7 SCOPE OF THE STUDY

The study focuses on customer satisfaction toward the Honda two-wheeler. It

includes availability level of products, quality of the products, customer’s expectations
towards the products and problems faced by customers if any at Honda. When viewing the
industrial sector one can see that all the corporate houses focusing on retaining the customers
without compromising the organizational objectives, ethics, and values. Customers are
individuals and the organizations have to make each, and every customer feel that they are
highly compassionate to them. Hence, customer relationship management is having a wide
scope in modern world.

3.8 METHODS OF DATA COLLECTION

Data collection is the process of collecting information for relevant to find the
answer to the research problems, test the hypothesis and evaluate the outcomes.

Data-collecting methods can be divided into two categories:

1. Primary data
2. Secondary data
1. Primary data
Primary data are information collected by a researcher specifically for a research
assignment. Primary data are original in nature and directly related to the issue or
problem.
Primary data are the data that the researcher collects through the questionnaires.
2. Secondary data
Secondary data is a type of data that has already been published in books, newspapers,
magazines, journals, online portals, websites, previous project reports, etc.
3.9 SAMPLING TECHNIQUES

There are two sampling techniques. They are probability sampling and
nonprobability sampling. In this study, the research has adopted purposive sampling.

3.10 SAMPLING SIZE

The sample size taken from the study is 80 respondents.

3.11 TOOLS USED FOR THE STUDY

1. Simple percentage analysis

1. Simple percentage analysis

The simple percentage method is used for comparing certain. The collecting
data is represented in the form of table graphs in order to give effective visualization of the
comparison made.

No of Respondent
Simple percentage= ×100
Total no of Respondents

3.12 LIMITATIONS OF THE STUDY

This study is restricted to the Neyveli branch only due to cost and time constraints.
Some of the respondents were using their first time at their company so they cannot able to
respond correctly. The information provided by the respondents is spontaneous and it may
not be consistent. Most respondents were not maintained proper knowledge pf various
facilities provided by their company. So they were unable to provide the right information
and they did mot properly differentiate between their products.
3.13 CHAPTER SCHEME

The project has been divided into five chapters:

I. The first chapter is devoted to the introduction and profile of the study.
II. The second chapter provides a review of the literature of the study.
III. The third chapter presents the research design of the study.
IV. The fourth chapter deals with the analysis and interpretations of the study.
V. The last chapter presents the summary of findings offers suitable suggestions
and draws a conclusion.
 TABLE 4.1

RESPONDENTS BASED ON AGES

No. OF PERCENTAGE
S. No AGE RESPONDENTS (%)

1 18 – 30 Years 35 43.75

2 31 – 40 Years 32 40

3 41 – 50 Years 9 11.25

4 Above 51 Years 4 5
Total 80 100
Source: Primary Data

INTERPRETATION

The table 4.1 indicates that out of the total 80 respondents, 43.75% of the respondents
are between 18 -30, 40% of the respondents are between 31 – 40, 11.25% of the respondents
are between 41 – 50, and 5% of the respondents are 51 and above.

The majority 43.75% of the respondents are between the age of 18 – 30.

CHART 4.1.1

RESPONDENTS BASED ON AGE

9000.00%

8000.00%

7000.00%

6000.00%

5000.00%
43.75%
40%
4000.00%

3000.00%

2000.00%
11.25%
1000.00% 5%

0.00%
18 - 30 Years 31 - 40 Years 41 - 50 Years 51 and above
 TABLE 4.2

RESPONDENTS BASED ON GENDER

No. OF PERCENTAGE
S. No GENDER RESPONDENTS (%)

1 Male 54 67.5

2 Female 26 32.5
Total 80 100
Source: Primary Data

INTERPRETATION

The table 4.2 shows that out of 80 respondents, 67.5% of the respondents are male
and 32.5% of the respondents are female.

The majority 67.5% of the respondents are male.

CHART 4.2.1

RESPONDENTS BASED ON GENDER

Male Female

32.5%

67.5%
 TABLE 4.3

RESPONDENTS BASED ON MONTHLY INCOME

MONTHLY No. OF PERCENTAGE

S. No
INCOME RESPONDENTS (%)

1 Below Rs. 10,000 22 27.5

2 Rs. 10,001- 20,000 24 30

3 Rs. 20,001- 30,000 14 17.5

4 Above Rs. 40,000 20 25

Total 80 100
Source: Primary Data

INTERPRETATION

The table 4.3 indicates that out of the total 80 respondents, 30% of the respondents are
between Rs. 10,001- 20,000, 27.5% of the respondents are below Rs. 10,000, 25% of the
respondents are above Rs. 40,000, 17.5% of the respondents are between Rs.20,000- 30,000.

The majority 30% of the respondents are between the Rs. 10,001- 20,000.

CHART 4.3.1

RESPONDENTS BASED ON MONTHLY INCOME

50.00%

40.00%

30.00%

20.00%
30%
28%
25%
18%
10.00%

0.00%
Below Rs. 10,000 Rs. 10,001- 20,000 Rs. 20,001- 30,000 Above Rs. 40,000
 TABLE 4.4

RESPONDENTS BASED ON OCCUPATION

No. OF PERCENTAGE
S. No OCCUPATION RESPONDENTS (%)

1 Self Employed 19 23.75

2 Private Jobs 25 31.25

3 Government Jobs 17 21.25

4 Business 12 15

5 Agriculture 7 8.75
Total 80 100
Source: Primary Data

INTERPRETATION

The above table indicates that 31.25% of the respondents occupation is Private Jobs,
23.75% of the respondents occupation is Self Employed, 21.25% of the respondents
occupation is Government Jobs, 15% of the respondents occupation is Business, 8.75% of the
respondents occupation is Agriculture.

The majority 31.25% of the respondents occupation is Private Jobs.

CHART 4.4.1
RESPONDENTS BASED ON OCCUPATION
Agriculture 7

Business 12

Government Jobs 17

Private Jobs 25

Self Employed 19

0 5 10 15 20 25 30
 TABLE 4.5

RESPONDENTS BASED ON TWO WHEELER OWNED

TWO WHEELER No. OF PERCENTAGE

S. No
OWNED RESPONDENTS (%)

1 Yes 71 88.75

2 No 9 11.25
Total 80 100
Source: Primary Data

INTERPRETATION

The table 4.5 shows that out of 80 respondents, 88.75% of the respondents are owned
two wheeler currently and 11.25% of the respondents are not owned two wheeler currently.

The majority 88.75% of the respondents are Currently Owned Two Wheeler.

CHART 4.5.1

RESPONDENTS BASED ON TWO WHEELER OWNED

11.25%

88.75%

Yes No
 TABLE 4.6

RESPONDENTS BASED ON BUYING TWO-WHEELER

BUYING No. OF PERCENTAGE

S. No
TWO-WHEELER RESPONDENTS (%)

1 Yes 7 77.78

2 No 2 22.22
Total 9 100
Source: Primary Data

INTERPRETATION

The table 4.6 shows that out of 9 respondents, 77.78% of the respondents are having
idea for buying two-wheeler and 22.22% of the respondents are not interested on buying two-
wheeler.

The majority 77.78% of the respondents are having idea for buying Two-Wheeler.

CHART 4.6.1

RESPONDENTS BASED ON BUYING TWO-WHEELER

 90.00%

80.00% 77.78%

70.00%

60.00%

50.00%

40.00%

30.00%
22.22%
20.00%

10.00%

0.00%
Yes No

TABLE 4.7

RESPONDENTS BASED ON PREFERENCE IN BUYING TWO

WHEELER

CUSTOMER No. OF PERCENTAGE

S. No
PREFERENCE RESPONDENTS (%)
1 Activa 125 3 42.86
2 Honda Shine 1 14.28
3 Dio 2 28.58
4 Unicorn 1 14.28
5 Honda SP 125 - -
6 Honda CD 110 Dream - -
Total 7 100
Source: Primary Data

INTERPRETATION

The above table indicates that 42.86% of the respondents are having opinion to
buying two wheeler of Activa 125, 28.58% of the respondents are having opinion to buying
two wheeler of Dio, 14.28% of the respondents are having opinion to buying two wheeler of
Honda Shine and Unicorn.

The majority 42.86% of the respondents are prefer to buy a two wheeler of Activa 125
 CHART 4.7.1
RESPONDENTS BASED ON PREFERENCE IN BUYING TWO
WHEELER
50.00%

45.00%
42.86%
40.00%

35.00%

30.00% 28.58%

25.00%

20.00%

15.00% 14.28% 14.28%

10.00%

5.00%
0.00% 0.00%
0.00%
Activa 125 Honda Shine Dio Unicorn Honda SP 125 Honda CD 110
Dream

TABLE 4.8

RESPONDENTS BASED ON DEALER & PLACE OF PURCHASE

No. OF PERCENTAGE
S. No PLACE
RESPONDENTS (%)
1 Sri Thillai Honda, Neyveli 31 38.75
2 Sri Thillai Honda, 18 22.50
Vadakuthu
3 Om Sakthi Honda, 12 15
Sethiathoppu
4 ABVR Honda, 11 13.75
Chidambaram
5 PSPM Motors Honda, 8 10
Panruti
Total 80 100
Source: Primary Data

INTERPRETATION

The above table shows that 38.75% of respondents are made purchase from Sri Thillai
Honda, Neyveli, 22.50% of respondents are made purchase from Sri Thillai Honda,
Vadakuthu, 15% of respondents are made purchase from Om Sakthi Honda, Sethiathoppu,
13.75% of respondents are made purchase from ABVR Honda, Chidambaram, 10% of
respondents are made purchase from PSPM Motors Honda, Panruti.

The majority 38.75% of the respondents are made purchase from Sri Thillai Honda,
Neyveli
 CHART 4.8.1
RESPONDENTS BASED ON DEALER & PLACE OF PURCHASE
10.00%

13.75%
38.75%

Sri Thillai Honda, Neyveli

Sri Thillai Honda, Vadakuthu
Om Sakthi Honda, Sethiathoppu
ABVR Honda, Chidambaram
PSPM Motors Honda, Panruti

15.00%

22.50%

TABLE 4.9

RESPONDENTS BASED ON THE MODEL OF TWO WHEELER

OWNED

No. OF PERCENTAGE
S. No NAME OF THE MODEL
RESPONDENTS (%)
1 Activa 17 23.94
2 Honda Shine 12 16.90
3 Dio 18 25.36
4 Unicorn 8 11.26
5 Others 16 22.54
Total 71 100
Source: Primary Data

INTERPRETATION

The table shows that 25.36% of respondents are owned Dio, 23.94% of respondents
are owned active, 22.54% of respondents are owned other models, 16.90% of respondents are
owned Honda Shine, 11.26% of respondents are owned Unicorn.

The majority 25.36% of respondents are owned Dio.

CHART 4.9.1
 RESPONDENTS BASED ON THE MODEL OF TWO WHEELER
OWNED

Others Activa

Unicorn

Honda Shine

Dio

TABLE 4.10

RESPONDENTS BASED ON REASON FOR BUYING HONDA

MOTORCYCLE

No. OF PERCENTAGE
S. No REASON
RESPONDENTS (%)
1 Mileage 18 22.50
2 Appearance 14 17.50
3 Price 15 18.75
4 Availability of spare parts 10 12.50
5 Loading Capacity 16 20
6 Less maintenance 7 8.75
Total 80 100
Source: Primary Data

INTERPRETATION

The above table clears that 22.50% of respondents are bought Honda Motorcycle due
to mileage, 20% of respondents are due to loading capacity, 18.75% of respondents are due to
price, 17.50% of respondents are due to appearance, 12.50% of respondents are due to
availability of spare parts and 8.75% of respondents are due to less maintenance.

The majority 22.50% of respondents are bought Honda Motorcycle due to Mileage.
 CHART 4.10.1
RESPONDENTS BASED ON REASON FOR BUYING HONDA
MOTORCYCLE
20

18 18

16 16
15
14 14

12

10 10

8
7
6

0
Mileage Appearance Price Avaialability of Loading capacity Less maintenance
spare parts

TABLE 4.11

RESPONDENTS BASED ON REASON FOR PURCHASE THAT

PARTICULAR DEALER
No. OF PERCENTAGE
S. No REASON
RESPONDENTS (%)
1 Friends/Relatives 14 17.50
recommendation
2 Better Service 14 17.50
3 Availability Of Spare Parts 16 20
4 Timely Delivery 14 17.50
5 Goodwill 22 27.50
Total 80 100
Source: Primary Data

INTERPRETATION
The table 4.11 reveals that out of 80 respondents, 27.50% of respondents are bought
from Sri Thillai Honda, Neyveli due to goodwill, 20% of respondents are due to Availability
of spare parts and 17.50% of these three is friends/relatives recommendation, Better service,
Timely delivery.

The majority 27.50% of respondents are bought from Sri Thillai Honda, Neyveli due to
goodwill.

CHART 4.11.1
 RESPONDENTS BASED ON REASON FOR PURCHASE THAT
PARTICULAR DEALER

Goodwill 27.50%

Timely Delivery 17.50%

Availability Of Spare Parts 20.00%

Better Service 17.50%

Friends/Relative Recommendation 17.50%

0% 5% 10% 15% 20% 25% 30%

TABLE 4.12

RESPONDENTS BASED ON MONEY INVESTED ON HONDA

MOTORS IS WORTHABLE
No. OF PERCENTAGE
S. No CUSTOMER’S OPINION
RESPONDENTS (%)
1 Strongly Agree 10 12.50
2 Agree 51 63.75
3 Neither Agree Nor Disagree 7 8.75
4 Disagree 6 7.50
5 Strongly Disagree 6 7.50
Total 80 100
Source: Primary Data

INTERPRETATION

The table shows that 63.75% of respondents are agree that the money invested on
HONDA Motors is worthable, 12.50% of respondents are strongly agree , 8.75% of
respondents are neither agree nor disagree, 7.50% of these two is disagree and strongly
disagree.

The majority 63.75% of respondents are strongly agree that the money invested.

CHART 4.12.1
 RESPONDENTS BASED ON MONEY INVESTED ON HONDA
MOTORS IS WORTHABLE

6 10
6

7
Strongly Agree

Agree

Neither Agree Nor Disagree

Disagree

Strongly Disagree

51

TABLE 4.13

RESPONDENTS BASED ON THEIR TWO WHEELER MILEAGE

No. OF PERCENTAGE
S. No MILEAGE/LITRE (%)
RESPONDENTS

1 Below 50 Km/litre 23 28.75

2 50 – 60 Km/litre 39 37.50

3 60 – 70 Km/litre 12 15

4 Above 70 Km/litre 6 7.50

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 37.50% of respondents two wheeler provide a mileage of
Below 50 Km/litre, 28.75% of respondents two wheeler provide a mileage of 50 – 60
Km/litre, 15% of respondents two wheeler provide a mileage of 60 – 70 Km/litre and 7.50%
of respondents two wheeler provide a mileage of Above 70 Km/litre.

The majority 37.50% of respondents two wheeler provide a mileage of below 50

Km/litre.
 CHART 4.13.1
RESPONDENTS BASED ON THEIR TWO WHEELER MILEAGE
45

40 39

35

30

25 23

20

15
12
10
6
5

0
Below 50 Km/litre 50 - 60 Km/litre 60 - 70 Km/litre Above 70 Km/litre

TABLE 4.14

RESPONDENTS BASED ON THE PLACE OF REGULAR SERVICE

REGULAR No. OF PERCENTAGE
S. No SERVICE (%)
RESPONDENTS
Authorized Service
1 Centre 35 43.75
Private Service
2 Centre 24 30

3 Local Workshop 21 26.25

Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that selected 43.75% of respondents service their vehicle at
Authorized Service Centre, 30% of respondents at Private Service Centre, 26.25% of
respondents at Local Workshop.

The majority 43.75% of respondents service their vehicle at Authorized Service Centre.

CHART 4.14.1
RESPONDENTS BASED ON THE PLACE OF REGULAR SERVICE
 Local Workshop 21

Private Service Centre 24

Authorized Service Centre 35

0 5 10 15 20 25 30 35 40

TABLE 4.15
RESPONDENTS BASED ON YHEIR SATISFACTION WITH THE
SERVICE AT AUTHORIZED SERVICE CENTRE
CUSTOMER’S No. OF PERCENTAGE
S. No SATISFACTION ON
RESPONDENTS (%)
SERVICE
1 Strongly Agree 7 20
2 Agree 22 62.86
3 Neither Agree Nor Disagree 2 5.71
4 Disagree 3 8.57
5 Strongly Disagree 1 2.86
Total 35 100
Source: Primary Data

INTERPRETATION
The above table show that 20% of respondents are strongly agree with the service
provided by authorized service centre, 62.86% of respondents are agree, 5.71% of
respondents are neither agree nor disagree, 8.57% of respondents are disagree, 2.86% of
respondents are strongly disagree.

The majority 62.86% of the respondents are agree with the service provide by
Authorized Service Centre.
 CHART 4.15.1
RESPONDENTS BASED ON YHEIR SATISFACTION WITH THE
SERVICE AT AUTHORIZED SERVICE CENTRE

25

20

15

22

10

5 7

2 3
1
0
Strongly Agree Agree Neither Agree Nor Disagree Strongly Disagree
Disagree

TABLE 4.16
RESPONDENTS BASED ON PRICE OF HONDA MOTORCYCLE
No. OF PERCENTAGE
S. No RATE RESPONDENTS (%)

1 High 25 31.25

2 Reasonable 31 38.75

3 Cheap 12 15

4 Economy 12 15
Total 80 100
Source: Primary Data

INTERPRETATION
The above table shows that 31.25% of respondents are rated the price of Honda
Motorcycle as High, 38.75% of respondents are rated the price as Reasonable, 15% of
respondents are rated the price as Cheap, 15% of respondents are rated the price as
Economy.

The majority 38.75% of respondents are rated the price of Honda Motorcycle as
Reasonable.

CHART 4.16.1

RESPONDENTS BASED ON PRICE OF HONDA MOTORCYCLE

12

25

12
High
Reasonable
Cheap
Economy

31

TABLE 4.17

RESPONDENTS BASED ON FREQUENCY OF SERVICE

FREQUENCY OF No. OF PERCENTAGE

S. No
SERVICE RESPONDENTS (%)

1 Every Month 24 30

2 Every Three Months 38 47.50

3 Every Six Months 13 16.25

4 Every Year 5 6.25

Total 80 100
Source: Primary Data

INTERPRETATION
 The above table indicates the 30% of respondents frequency of service is every
month, 47.50% of respondents are service every three months, 16.25% of respondents are
service every six months, 6.25% of respondents are service every year.

The majority 47.50% of respondents Frequency of service is Every three months.

CHART 4.17.1
RESPONDENTS BASED ON FREQUENCY OF SERVICE
40
38

35

30

25 24

20

15
13

10

5
5

0
Every Months Every Three Months Every Six Months Every Year

TABLE 4.18
RESPONDENTS BASED ON BUYING NEW VEHICLE BY EXCHANGE
OFFER PROVIDED BY HONDA MOTORCYCLE
EXCHANGE No. OF PERCENTAGE
S. No
OFFER RESPONDENTS (%)

1 Yes 69 86.25

2 No 11 13.75
Total 80 100
Source: Primary Data

INTERPRETATION
The above table states that 86.25% of respondents will utilize the Exchange offer
provide by the Honda Motorcycle, 13.75% of respondents will avoid the exchange offer.

The majority 86.25% of respondents will utilize the Exchange offer.

 CHART 4.18.1

RESPONDENTS BASED ON BUYING NEW VEHICLE BY EXCHANGE

OFFER PROVIDED BY HONDA MOTORCYCLE

Yes 69

No 11

0 10 20 30 40 50 60 70 80

Column1

TABLE 4.19
RESPONDENTS BASED ON FACTORS CONSIDERED FOR
PREFERING HONDA MOTORCYCLE
No. OF PERCENTAGE
S. No FACTOR
RESPONDENTS (%)
1 Mileage 16 23.19
2 Appearance 20 28.99
3 Price 7 10.14
4 Availability Of Spare Parts 14 20.29
5 Durability 12 17.39
Total 69 100
Source: Primary Data

INTERPRETATION
The above table shows that 23.19% of respondents considered for Honda Motorcycle
as Mileage, 28.99% of respondents considered as Appearance, 10.14% of respondents
considered as Price, 20.29% of respondents considered as Availability of spare parts, 17.39%
of respondents considered as Durability.

The majority 28.99% of respondents considered for Honda Motorcycle as Appearance.

CHART 4.19.1
RESPONDENTS BASED ON FACTORS CONSIDERED FOR
PREFERING HONDA MOTORCYCLE

20

18

16

14

12
20
10
16
8 14
12
6
7
4

0
Mileage Appearance Price Availability Of Durability
Spare Parts

TABLE 4.20
RESPONDENTS BASED ON PREFERENCE IN EXCHANGING OLD
FOR NEW VEHICLE
CUSTOMER No. OF PERCENTAGE
S. No
PREFERENCE RESPONDENTS (%)
1 Activa 125 17 21.25
2 Honda Shine 10 12.50
3 Dio 26 32.50
4 Unicorn 18 22.50
5 Honda SP 125 6 7.50
6 Honda CD 110 Dream 3 3.75
Total 80 100
Source: Primary Data

INTERPRETATION
 The above table indicates that 21.25% of the respondents are prefer Activa 125,
12.50% of respondents are prefer Honda Shine, 32.50% of respondents are prefer Dio,
22.50% of respondents are prefer Unicorn, 7.50% of respondents are prefer Honda SP 125,
3.75% of respondents are prefer Honda CD 110 Dream.

The majority 32.50% of the respondents are prefer to exchange a old vehicle to Dio.

CHART 4.20.1

RESPONDENTS BASED ON PREFERENCE IN EXCHANGING OLD

FOR NEW VEHICLE
30

26
25

20
18
17
15

10
10

6
5
3

0
Activa 125 Honda Shine Dio Unicorn Honda SP 125 Honda CD 110
Dream

TABLE 4.21
RESPONDENTS BASED ON PREFERENCE OF BUYING NEW
VEHICLE OTHER THAN HONDA MOTORCYCLE
NAME OF TWO No. OF PERCENTAGE
S. No
WHEELER RESPONDENTS (%)

1 Yamaha 24 30

2 Bajaj 23 28.75

3 TVS 19 23.75

4 Suzuki 14 17.50
Total 80 100
Source: Primary Data

INTERPRETATION
 The above table shows that 30% of respondents are prefer Yamaha, 28.75% of
respondents are prefer Bajaj, 23.75% of respondents are prefer TVS, 17.50% of respondents
are prefer Suzuki.

The majority 30% of respondents are prefer other than Honda Motorcycle is Yamaha.

CHART 4.21.1
RESPONDENTS BASED ON PREFERENCE OF BUYING NEW
VEHICLE OTHER THAN HONDA MOTORCYCLE

14

24

Yamaha
Bajaj
TVS
Suzuki
19

23

TABLE 4.22

RESPONDENTS BASED ON RECOMMEND TO BUY HONDA

MOTORS
No. OF PERCENTAGE
S. No RECOMMEND RESPONDENTS (%)

1 Yes 63 78.75

2 No 17 21.25

Total 80 100
Source: Primary Data

INTERPRETATION
The table 4.22 indicates 78.75% of the respondents will recommend their friends /
relatives to buy Honda Motorcycles, 21.25% of the respondents will not recommend.
The majority 78.75% of the respondents will recommend their friends / relatives to buy
Honda Motorcycles.

CHART 4.22.1

RESPONDENTS BASED ON RECOMMEND TO BUY HONDA

MOTORCYCLE
21.25
%

78.75%

Yes No

TABLE 4.23
RESPONDENTS BASED ON DECISION OF SELECTION HONDA
MOTORCYCLE IS RIGHT CHOICE
No. OF PERCENTAGE
S. No CUSTOMER’S OPINION
RESPONDENTS (%)
1 Strongly Agree 11 13.75
2 Agree 49 61.25
3 Neither Agree Nor Disagree 10 12.50
4 Disagree 6 7.50
5 Strongly Disagree 4 5
Total 80 100
Source: Primary Data

INTERPRETATION
 The above table state that 13.75% of respondents are strongly agree with their
decision of selecting Honda Motorcycle is a right choice, 61.25% of respondents are agree,
12.50% of respondents are neither agree nor disagree, 7.50% of respondents are disagree, 5%
of respondents are strongly disagree with their decision of selecting Honda Motorcycle is a
right choice.

The majority 61.25% of respondents are agree with their decision of selecting Honda
Motorcycle is a right choice.

CHART 4.23.1
RESPONDENTS BASED ON DECISION OF SELECTION HONDA
MOTORCYCLE IS RIGHT CHOICE

50

45
No Of Respondents

40

35

30
49
25

20

15

10
11 10
5 6 4
0
Strongly Agree Agree Neither Agree Nor Disagree Strongly Disagree
Disagree

TABLE 4.24
RESPONDENTS BASED ON THE DURATION TAKEN BY DEALERS
TO COMPLETE YOUR VEHICLE SERVICE
No. OF PERCENTAGE
S. No DURATION RESPONDENTS (%)
1 One day 39 48.75
2 Three days 24 30
3 One week 17 21.25
Total 80 100
Source: Primary Data

INTERPRETATION
 The above table indicates that 48.75% of respondents says one day taken for the
dealer to complete that regular service, 30% of the respondents tells that three days taken by
the dealer, 21.25% of respondents tells that one week taken by the dealer to complete the
regular service.

The majority 48.75% of respondents says one day taken for the dealer to complete that
regular service.

CHART 4.24.1

RESPONDENTS BASED ON THE DURATION TAKEN BY DEALERS

TO COMPLETE YOUR VEHICLE SERVICE

17
One week

24
Three days

39
One day

0 5 10 15 20 25 30 35 40

FINDINGS

1. It is found that 43.75% of the respondents are between the age group of 18 – 30.
2. It is found that 67.5% of the respondents are male.
3. It is found that 30% of the respondents are in the category list of between
Rs.10,000 – Rs.20,000.
4. It is found that 31.25% of the respondents occupation is private jobs.
5. It is found that 88.75% of the respondents are currently owned two-wheeler.
6. It is found that 77.78% of the respondents are having idea for buying two-
wheeler.
7. It is found that 42.86% of the respondents are prefer to buy a two-wheeler of
active 125.
8. It is found that 38.75% of the respondents are made purchase from Sri Thillai
Honda, Neyveli.
9. It is found that 25.36% of the respondents are owned Dio.
10. It is found that 22.5% of the respondents are bought Honda Motorcycle due to
Mileage.
11. It is found that 27.5% of the respondents are bought from Sri Thillai Honda,
Neyveli due to goodwill.
12. It is found that 63.75% of the respondents are agree that the money invested is
worthable.
13. It is found that 37.5% of the respondents two-wheeler provide a mileage of
below 50 Km/litre.
14. It is found that 43.75% of the respondents are service their vehicle at authorized
service centre.
15. It is found that 62.86% of the respondents are agree with their satisfaction of
service provided by authorized service centre.
16. It is found that 38.75% of the respondents are rated the price of Honda
Motorcycle as reasonable.
17. It is found that 47.5% of the respondents frequency of service is every three
months.
18. It is found that 86.25% of the respondents will utilize the exchange offer.
19. It is found that 28.99% of the respondents considered for Honda Motorcycle as
appearance.
20. It is found that 32.5% of the respondents are prefer to exchange a old vehicle to
Dio.
21. It is found that 30% of the respondents are prefer other than Honda Motorcycle
is Yamaha.
22. It is found that 78.75% of the respondents will recommend their friends/relatives
to buy Honda Motorcycle.
23. It is found that 61.25% of the respondents are agree with their decision of
selecting Honda Motorcycle is right choice.
24. It is found that 48.75% of the respondents says one day taken for the dealer to
complete that regular service.
SUGGESTIONS

1. The management and the marketing department now has to concentrate more on the
customers who are in the age group of 18 – 30 years than others to increase the sales
of Honda Two Wheelers.
2. They have to innovate customer friendly attitude to retain and to attract
new customers.
3. It is found that most of the respondents prefers Avtiva 125 and Dio models.
The company has to take necessary steps to meet the customers preference by a
qualitative and quantitative supply.

4. Most of the respondents considered mileage as factors. Hence they should take
measures to increase the mileage. So it will increase the customer's level of
satisfaction.

5. The dealers and the company has to improve their services by new offers,
free service, etc., on Honda Two Wheelers. Because 56.25% of respondents service
their vehicle at private & local workshop.
6. They have to introduce attractive schemes like money back offer,
guarantee and warranty for the regular services to built confidence about
the authorized service centre.
7. The price of the Honda Two Wheelers and the spare parts has to be maintained in the
same level to increase the sales.

8. The authorized service centres has follow the below mentioned factors

• Return back the replaced spare parts

• Delivery in time

• Proper & detailed billing

• Customer relationship

• Reduce the duration taken for services

 9. They should innovate unique features on Honda Two Wheelers so as to meet the
customers preference & desire in the changing world.

10. The company has to introduce new models in low prices to meet the customers who
are in the income group of below Rs. 10,000.

CONCLUSION

The project work helps us to understand the real level of customers satisfaction on
Honda Two Wheelers in Neyveli. The study reflects customers needs and wants, expectation
and willingness towards Honda Two Wheelers company. We conclude that the project work
helped us to know the full information about the Honda Two Wheeler’s and its customers and
it provides ways and means to improve the customer relations and the sales of Honda Two
Wheelers in the market. The study reveals that almost all the customers are satisfied with the
facilities and services provided by the Honda two wheelers in the study area. The research is
about the product as well as satisfaction level of customers about Honda bikes, company may
also get feedback from the customer’s for attracting by more customers and get full
satisfaction. The suggestions given in this study will improve the sale of the product and thus
improve their efficiency and production.

SCOPE FOR FURTHER STUDY

1) Comparative analysis of customer satisfaction with motorcycle.

2) A study on the scope of Honda motorcycle.
3) A comparative study on Yamaha and Honda.
 ANNEXURE – 1
BIBLIOGRAPHY

BOOKS

1. Philip Kotler 2000/e- Marketing Management

2. G.C. Beri- Marketing Research
3. Aaker Myers “Advertising Management” prentice Hall of India pvt. Ltd, New
Delhi.
4. Kothari. C.R(1998).”Research Methodology”, H.S. Poplai for Wishwa
Prakashan, New Delhi.
5. Philip Kotler., Grey Amstrong.,(1999) “Principles of Marketing”,
AshokeK.Ghose., New Delhi.

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Yuma, Febby Madonna. "TREND MOMENT METHOD IN PREDICTING THE

NUMBER OF SALES OF MATIC MOTORCYCLES." JURTEKSI (Jurnal Teknologi
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Solihin, Ade Kurnia. "Rancangan Aplikasi SMS Gateway untuk Pemesanan

Pendaftaran Service Sepeda Motor di AHASS XYZ." STRING (Satuan Tulisan Riset dan
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Nardo, Leo, and Budi Prasetiyo. "PENGARUH KUALITAS PRODUK DAN

PERSEPSI HARGA TERHADAP KEPUTUSAN PEMBELIAN SEPEDA MOTOR
HONDA BEAT PADA DEALER CV. SUPRA JAYA MOTOR
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 ANNEXURE – 2
QUESTIONNAIRE

1. Name Of The Respondent :

2. Age
18 – 30 years 31 – 40 years

41 – 50 Years Above 51 Years

3. Gender
Male Female
4. Monthly Income

Below Rs.10,000 Rs.10,001 – Rs.20,000

Rs.20,001 – Rs. 10,000 Above Rs.40,000
5. Occupation
Self Employed Private Jobs
Government Jobs Business
Agriculture
6. Do you own a Two-Wheeler now ?
Yes No
7. If you are not having Two-Wheeler, do you have any idea of buying Two-Wheeler ?
Yes No
8. If yes, mention the name of the Two-Wheeler you prefer to buy ?
Activa 125 Honda Shine
Dio Unicorn
Honda SP 125 Honda CD 110 Dream
9. Please, mention the name & model of the Two-Wheeler you owned.
1)Name …………………… 2) Model ……………………

10. Where did you made purchase ?

Sri Thillai Honda, Neyveli Sri Thillai Honda, Vadakuthu
Om Sakthi Honda, Sethiathoppu ABVR Honda, Chidhambaram
 PSPM Motors Honda, Panruti

11. The reason for buying HONDA

Mileage Appearance
Price Availability of spare parts
Loading capacity Less maintenance
12. The reason for making your purchase to that particular dealer ?
Friends / Relatives Recommendation Better Services
Availability of company spare parts Timely Delivery
Good Will
13. Do you feel that the money invested on HONDA is worthable.
Strongly Agree Agree
Neither Agree Nor Dis Agree Dis Agree
Strongly Dis Agree
14. How many kilo meter’s your Two-Wheeler provides for per litre.
Below 50 Km/litre 50 – 60 Km/litre
60 – 70 Km/litre Above 70 Km/litre
15. Where you made your regular service ?
Authorized Service Centre Private Service Centre
Local Workshops
16. If you made Regular service at authorized service centre, Do you satisfied with their
service.
Strongly Agree Agree
Neither Agree Nor Dis Agree Dis Agree
Strongly Dis Agree
17. Please rate the price of HONDA.
High Reasonable
Cheap Economy
18. Please, Mention your Frequency of service at your dealer.
Every Month Every Three Months
Every Six Months Every Year
19. Do you have any idea for buying new vehicle by exchange offer provided by
HONDA
Yes No

20. If yes? Which factor you considered for preferring HONDA

Mileage Appearance
Price Availability of spare parts
Durability
21. If you want to exchange old for new vehicle. Which model you prefer from HONDA
Activa 125 Honda Shine
Dio Unicorn
Honda SP 125 Honda CD 110 Dream
22. If you prefer than HONDA Motors, which brand of Two-Wheeler you plan to buy?
Yamaha Bajaj
TVS Suzuki
23. Will you recommend your friends / relatives to buy HONDA vehicle.
Yes No
24. Do you agree that your decision of selected HONDA is right choice.
Strongly Agree Agree
Neither Agree Nor Dis Agree Dis Agree
Strongly Dis Agree
25. How many days that your dealer takes to complete your vehicle service.
One Day Three Days
One Week