“CUSTOMER SATISFACTION AND FINANCIAL PERFORMANCE OF ROYAL

ENFIELD BIKES IN BANGALORE”

An internship report submitted in partial fulfillment of the requirement for the Award of the Degree of
BACHELOR OF COMMERCE BANGALORE
CITY UNIVERSITY

Submitted by

MOHAMMED FARDEEN

U181P21C0225

Under the Guidance of

PROF. NAMRATHA B.M

Assistant Professor, Dept of Commerce.

SINDHI COLLEGE
Permanently affiliated to Bengaluru city university and accredited by NAAC Recognized by

UGC under 2(f) & 12(B), ISO 9001:2015

33/2B, Kempapura Hebbal, Bangalore-560024

2023-2024
 EVALUATION OF INTERNSHIP REPORT

For submission to Bengaluru City University

STUDENT MENTOR/ SUPERVISOR

Name : Name :

Reg. No. Signature :

Signature :

Date : Date:

EVALUATION SUMMARY

Project Viva-Voice Total

Max. Marks 60 40 100

Marks. Allotted

Name of examiner: Sign:

 COLLEGE CERTIFICATE

This is to certify that this Internship report on “n ROYAL ENFIELD” ,is carried out by
MOHAMMED FARDEEN of VI semester B. Com, bearing Reg. No. U181P21C0225 He has
successfully completed her 4 Weeks organizational study.

The Internship report is submitted to the Bengaluru City University in the Academic Year 2023-24, in
partial fulfillment for successful completion of VI Semester B. Com{LSCM} and award of Bachelor
of Commerce Degree of Bengaluru City University.

Place: Bengaluru PRINCIPAL

Date:
 SUPERVISOR’S CERTIFICATE

This is to certify that the content of this report on ROYAL ENFIELD “” carried out by MOHAMMED
FARDEEN student of VI semester B. Com{LSCM}, bearing Register No.
U181P21C0225. is a bonafide work carried out by the student under my supervision during the
academic year 2023-24 in partial Fulfillment for the completion of VI Semester B. Com, of Bengaluru
City University.

Internship report is an original work carried out by the said student and there is no plagiarism.
Internship report has not been submitted for the award of any other degree in this institution or any
other institution.

Place: Bengaluru Prof.Namaratha B.M

(Assistant.prof of dept of commerce) Date:
 DECLARATION BY THE STUDENT

I am MOHAMMED FARDEEN bearing Reg. No U181P21C0225 hereby declare that this project
report entitled CUSTOMER SATISFACTION AND FINANCIAL PERFORMANCE OF ROYAL
ENFIELD BIKES IN BANGALORE has been prepared by me towards the partial fulfilment of the
requirement for the award of the Bachelor of Commerce (B.Com) Degree under the guidance of prof.
NAMRATHA BM
I also declare that this project report is my original work and has not been previously
submitted for the award of any Degree, Diploma, Fellowship, or other similar titles.

Signature
MOHAMMED FARDEEN
Reg. No. U181P21C0225

Place: Bangalore
Date:
 ACKNOWLEDGEMENT

I take this as an opportunity to express my profound to all who have been significant contributors of

this internship.

I express my deepest sense of gratitude to Professor. N. Asha, Principal, Sindhi college for the

constant support rendered in fulfilment of the internship report.

I am thankful to Professor. Jayashree Tambad, Head of Department, Commerce and

Management, Sindhi college for her constant support and guidance in completion of internship
report.

I am grateful to Assistant Professor. Kumar coordinator, B.com, Sindhi college for his valuable

time, guidance and encouragement.

I am also grateful for my guide Assistant Professor Namratha B M, Sindhi College for guiding

me and providing me a valuable support.

I owe my gratitude to Mr. Bhargav Maji, (Manager at ROYAL ENFIELD) for his constructive

criticism and constant encouragement during the course of my study.

Lastly, I thank all my friends who helped me to complete this project.

Thank you.

MOHAMMED FARDEEN
 LIST OF CONTENTS
Chapter no. Contents Page no.

1 Introduction 1-2

2 Company& Industry 3-5

Profile

3 Functions/ Operations of 6-22

the organization

4 Learning outcomes & 23-28

recommendations

5 Conclusion 29
Introduction
Royal Enfield, headquartered in Chennai, Tamil Nadu, India, stands as an iconic figure in the motorcycle
industry, boasting a rich legacy and a global presence. Established as an Indian multinational motorcycle
manufacturer, the company's roots trace back to its inception in 1901, marking it as the oldest motorcycle
brand in continuous production worldwide.

Over the years, Royal Enfield has cultivated a reputation for crafting timeless and robust motorcycles
that evoke a sense of nostalgia while embracing modern engineering standards. The company's
manufacturing prowess extends to its state-of-the-art facilities located in Chennai, India, where each
motorcycle is meticulously crafted to uphold the brand's legacy of excellence.

Under the umbrella of Eicher Motors Limited, Royal Enfield continues to uphold its heritage while
adapting to the evolving preferences of riders worldwide. The company's diverse lineup of motorcycles
caters to a wide spectrum of enthusiasts, ranging from classic aficionados to adventure seekers.

At the heart of Royal Enfield's appeal lies its distinct design language, characterized by classic aesthetics
blended seamlessly with contemporary features. Models such as the Royal Enfield Bullet, Classic 350,
Meteor 350, Classic 500, Interceptor 650, Continental GT, and the rugged Himalayan exemplify the
brand's commitment to offering motorcycles that exude character and performance.

Notably, Royal Enfield's enduring success can be attributed to its unwavering dedication to quality and
innovation. From the iconic Bullet model, which boasts the longest production run in motorcycle
history, to the latest advancements in engine technology, each Royal Enfield motorcycle embodies the
brand's ethos of durability, reliability, and timeless appeal.

Moreover, Royal Enfield's distinctive branding, epitomized by its logo featuring a cannon and the
tagline "Made like a gun," further reinforces its association with strength, heritage, and craftsmanship.
This iconic imagery serves as a testament to the brand's enduring legacy and resonates deeply with
enthusiasts worldwide.In essence, Royal Enfield's journey transcends mere transportation; it embodies
a lifestyle, a legacy, and a sense of adventure that continues to captivate riders across generations. As
the company forges ahead into the future, its commitment to excellence and passion for motorcycling
remain unwavering, ensuring that the Royal Enfield experience endures for years to come.
History
The history of Royal Enfield in India is a testament to its enduring legacy and its pivotal role in shaping
the nation's automotive landscape.

Royal Enfield's journey in India began in 1949 when it sold its first bike in the country. However, it
wasn't until 1955 that India witnessed the establishment of its own Royal Enfield manufacturing
facility. This milestone came to fruition through a partnership between Redditch Company and Madras
Motors, culminating in the formation of Enfield India. Situated in Chennai, Enfield India laid the
groundwork for what would become an indelible presence in the Indian motorcycle market.

Today, Royal Enfield stands as a subsidiary of Eicher Motors Limited, a prominent name in India's
automotive sector. Dr. Venki Padmanabhan spearheads the company as its CEO, overseeing its
operations and strategic direction.

Royal Enfield's reputation as a trusted manufacturer of high-capacity motorcycles has been firmly
established over the past six decades. Its motorcycles have garnered favour not only among enthusiasts
but also among governmental institutions. In particular, the Indian government has long relied on Royal
Enfield motorcycles for their robustness, power, and reliability, making them the preferred choice for
the Indian Army and police forces for patrolling purposes.

A significant testament to Royal Enfield's partnership with the Indian government came in 1965 when
it received an order for 800 units of the 350cc Royal Enfield Bullet model. This order underscored the
confidence and reliance placed on Royal Enfield by the highest echelons of the Indian administration.

Despite the challenges faced by the original Enfield Manufacturing Company Limited, which went
defunct in 1971, Enfield India continued to flourish, further solidifying its stature and reputation in the
Indian motorcycle industry. Through a steadfast commitment to quality, innovation, and customer
satisfaction, Royal Enfield has not only weathered the storms of change but has emerged stronger,
reaffirming its status as a pioneer in the realm of two-wheeled craftsmanship.
Marketing plan’s :
A consumer making a purchase decision will be affected by following

Factors/dynamics:

➢ Cultural Factors
➢ Social Factors
➢ Personal Factors
➢ Psychological Factors

The marketer must be aware of these Factors in order to develop an appropriate

marketing plan for its target market.

Cultural Factors

Cultural factors exert a profound influence on consumers' buying behavior, making them crucial
considerations for marketers when developing effective marketing plans. Here's a deeper look at how
these factors impact consumer behavior:

Culture: Culture encompasses a broad range of values, beliefs, customs, and traditions shared by a
group of people. It shapes individuals' perceptions, preferences, and behaviors regarding products and
services. Marketers must understand the cultural context in which their target market operates to ensure
their offerings align with cultural norms and values. For example, in cultures where family values are
highly prioritized, marketing campaigns may emphasize family-oriented themes to resonate with
consumers.

Subculture: Subcultures are smaller groups within a larger culture that share distinct sets of values,
beliefs, and behaviors. These subcultures may be based on factors such as nationality, religion,
ethnicity, or geographic region. Marketers need to recognize and cater to the unique preferences and
needs of different subcultures within their target market. For instance, a clothing brand may develop
specific product lines tailored to the fashion preferences of different ethnic or religious groups.

Social Class: Social class refers to a person's position within society based on factors such as income,
education, occupation, and lifestyle. It influences individuals' purchasing power, consumption patterns,
and brand preferences. Marketers often segment their target market based on social class to tailor their
marketing strategies accordingly. For example, luxury brands may target affluent consumers with high-
end products and exclusive experiences, while value-oriented brands may appeal to budget-conscious
consumers with affordable pricing and practical features.
Social Factors

Reference Groups:

Reference groups are social groups to which individuals compare themselves and seek guidance or
validation in their attitudes, behaviors, and purchasing decisions. These groups can be either direct
(e.g., friends, family, peers) or indirect (e.g., celebrities, social media influencers, professional
associations). Individuals often aspire to conform to the norms and expectations of their reference
groups to gain acceptance or approval. Marketers leverage reference groups by associating their
products or brands with influential individuals or groups that appeal to their target audience's
aspirations and values. For example, a clothing brand may use testimonials or endorsements from
popular influencers to persuade consumers to purchase their products.

Family:

The family serves as a primary reference group and exerts a significant influence on individuals'
attitudes, values, and consumption patterns. Family members play various roles in shaping consumers'
purchasing decisions, providing advice, support, and socialization. Marketers recognize the importance
of family dynamics and target their marketing efforts accordingly. For instance, brands may develop
advertisements or promotions that resonate with family-oriented values and appeal to different family
members' needs and preferences.

Roles and Statuses:

Each individual occupies multiple social roles within society, such as parent, student, employee, or
community member. These roles are associated with certain statuses or positions that confer varying
degrees of influence and authority. Individuals' behaviors and consumption choices are influenced by
their perceived roles and statuses, as well as societal expectations and norms associated with those
roles. Marketers consider consumers' roles and statuses when developing marketing strategies to
address their specific needs and preferences. For example, a brand may tailor its product offerings or
messaging to align with the lifestyle and aspirations of individuals in particular roles or positions, such
as working professionals or retirees.

Personal factors

Personal factors are individual characteristics and attributes that influence consumer behavior and
purchasing decisions. Here's an expanded explanation of how these factors impact consumer behavior:
Age: Age plays a significant role in shaping consumers' preferences, needs, and purchasing behavior.
Different age groups have distinct consumption patterns and preferences influenced by life stage,
generational experiences, and developmental milestones. For example:

Younger consumers, such as Generation Z and Millennials, often prioritize experiences, authenticity,
and social responsibility in their purchasing decisions. They are more likely to gravitate towards brands
that align with their values and offer innovative, socially conscious products.

Older consumers, such as Baby Boomers and Generation X, may prioritize practicality, reliability, and
value for money in their purchases. They may have established brand loyalties and prefer familiar
brands with a reputation for quality and dependability.

Occupation: A person's occupation and professional status can influence their purchasing behavior and
consumption patterns. Occupation not only determines income level but also influences lifestyle
choices, interests, and product preferences. For example:

Professionals in high-income occupations may have greater purchasing power and may be willing to
spend more on luxury or premium products and services that reflect their status and aspirations.

Individuals in certain occupations, such as healthcare or technology, may have specific needs or
preferences related to their profession. Marketers can tailor their product offerings or marketing
messages to address these unique requirements and appeal to professionals in specific industries.

Lifestyle: Lifestyle encompasses the activities, interests, opinions, and values that characterize an
individual's way of life. Consumers' lifestyles influence their consumption choices, brand preferences,
and purchase decisions. Marketers often segment consumers based on lifestyle factors to target specific
market segments effectively. For example:

Consumers with active lifestyles may seek out products and services that support their interests in
fitness, outdoor recreation, or adventure travel. Brands that align with these lifestyle preferences can
create targeted marketing campaigns to engage with this demographic effectively.

Individuals with eco-conscious or sustainable lifestyles may prioritize environmentally friendly

products and ethical brands that minimize their ecological footprint. Marketers can capitalize on this
trend by highlighting their products' sustainability features and promoting their commitment to
environmental responsibility.

Personality: Personality traits reflect enduring patterns of thoughts, feelings, and behaviors that
distinguish individuals from one another. Personality influences consumers' brand perceptions, product
preferences, and purchasing decisions. Marketers often use personality-based segmentation to target
consumers with specific personality profiles. For example:
Consumers with adventurous and risk-taking personalities may be drawn to innovative or
unconventional products that offer excitement and novelty. Marketers can appeal to these individuals
by positioning their products as cutting-edge or trendsetting.

Individuals with conscientious and pragmatic personalities may prioritize practicality, reliability, and
value for money in their purchases. Marketers can emphasize the functional benefits and utility of their
products to appeal to this demographic.

Psychological factors

Psychological factors profoundly influence consumer behavior and are crucial for effective marketing
strategies. Key factors include:

1. Motivation: Understanding consumers' desires and goals helps tailor marketing messages to
appeal to their needs.

2. Perception: Shaping brand image and presentation influences how consumers interpret and
respond to products.

3. Learning: Providing information and experiences educates consumers and builds trust and
loyalty.

4. Beliefs and Attitudes: Influencing consumers' beliefs and attitudes toward products strengthens
brand affinity and drives purchasing decisions.
 CHAPTER 2

Description of the organization

A study on customer satisfaction by Royal Enfield dealers to increase the
sales in Bengaluru

OBJECTIVES OF THE STUDY

➢ To know about the experience after purchase relating various parameters (Service,bike
performance, mileage etc.
➢ To identify the factors influencing in selection of Royal Enfield.
➢ To determine the factors that affects the satisfaction of a bullet user.
➢ To understand the overall performance of Royal Enfield bike.

SCOPE OF THE STUDY

This investigation incorporates customer’s reactions and mindfulness towards the branditems and
administrations of Royal Enfield. The outcomes are restricted by the example measure 100 and in this
way the conclusion of just chosen shoppers will think about. Basically, this investigation will be led in
Bangalore District and the degree is constrained. Shopper fulfilment is exceptional fundamental factor
for 15 the achievement of any organization. Fulfilled buyers are the benefits of the organization. The
outcomes are constrained by the numbers and are not the slightest bit through, yet just fill as in as sign
or a pilot consider for a comparable report that might be performed on a copious bigger scale.

LIMITATIONS OF THE STUDY

1. Subjectivity of Responses: One of the primary limitations of studies on customer satisfaction is the
inherent subjectivity of respondents' answers. Such studies rely heavily on individuals' interpretations
of survey questions, which can vary widely based on factors such as education, cultural background,
and personal biases. Additionally, respondents may differ in the amount of time and effort they invest in
providing accurate responses, leading to inconsistencies in data quality. Moreover, the correctness of
responses may be influenced by factors such as memory recall and social desirability bias, where
respondents may provide answers they perceive as socially acceptable rather than reflecting their true
opinions or experiences.
2.Limited Geographic Scope: Another limitation of the study is its restricted focus on respondents from
urban and semi-urban areas, with rural populations omitted from the survey. While urban and semi-
urban areas may offer easier accessibility and higher population densities for research purposes,
excluding rural populations introduces a geographical bias and limits the generalizability of study
findings. Rural areas often present unique socio-economic characteristics, consumer behaviors, and
market dynamics that differ from urban environments. However, including rural populations in the
study would require extensive resources, time, and logistical coordination due to their dispersed nature
and diverse cultural contexts. Consequently, the decision to omit rural populations may lead to a partial
understanding of overall customer satisfaction trends, overlooking valuable insights from rural
consumers. Additionally, widening the scope of the study to include rural areas may necessitate
adjustments to research methodologies and survey instruments to accommodate the specific needs and
preferences of rural populations, further complicating data collection and analysis efforts.

METHODS OF DATA COLLECTION ARE AS FOLLOWS

Primary Data Collection: The study primarily relies on gathering data directly from respondents
through structured, standardized questionnaires tailored for customers of Royal Enfield Bullet bikes.
This approach involves designing comprehensive survey instruments aimed at capturing specific
insights into customer satisfaction, preferences, and experiences related to the product. By
administering questionnaires to a representative sample of customers, researchers can obtain firsthand
information and feedback directly from the target audience. The use of structured questionnaires helps
ensure consistency in data collection and facilitates the systematic analysis of responses to draw
meaningful conclusions.

Secondary Data Collection: In addition to primary data, the study incorporates secondary data
obtained from various sources to complement and enrich the research findings. Secondary data sources
include:

a. Company Website: Information and data available on the official website of Royal Enfield serve as
valuable sources of secondary data. This may include product specifications, customer reviews,
historical sales data, and corporate publications. Accessing the company website allows researchers to
gather up-to-date information directly from the manufacturer, offering insights into the brand's
marketing strategies, product offerings, and corporate initiatives.

b. Research Papers: Existing research papers, academic journals, and scholarly articles related to
customer satisfaction, motorcycle industry trends, and consumer behavior serve as essential sources of
secondary data. By reviewing relevant literature and studies, researchers can gain valuable insights,
identify key trends, and contextualize their findings within the broader academic discourse. Research
papers provide a wealth of empirical evidence, theoretical frameworks, and industry insights that
contribute to the depth and rigor of the study.

c. Company Magazines: Magazines published by the company, such as marketing materials, customer
newsletters, or industry publications, offer additional sources of secondary data. These publications
may contain articles, interviews, case studies, and market analyses related to Royal Enfield Bullet
bikes, customer experiences, and brand perceptions. By reviewing company magazines, researchers can
access firsthand accounts, expert opinions, and market intelligence that complement the primary data
collected through surveys.

SAMPLING TECHNIQUES

Sample size was taking as one hundred respondents and the sample units are

customers. Type of research used is descriptive research the main research tool

was questionnaire and the type of data was primary and secondary data.
 CHAPTER 3

Experimental Learning
CHAPTER 3

Experimental Learning

Table No 3.1

Age

Age groups Respondents Percentage (%)

20-24 42 42.00(%)

25-29 32 32.00(%)

30-35 1 18.00(%)

Above 35 8 8.00(%)

Total 100 100(%)

According to above table 42% Respondents are in age group 20 to 24; 32% Respondents in between

25-29; 18% were in 30-35; 8% in above 35 years old. It is inferred that most of the Royal Enfield

users are youth and adults are generally not preferring Royal Enfield bike.
 Graph No 3.1

Table No

3.2

Gender

Gender Respondents Percentage (%)

Male 95 95.00%

Female 5 5.00%

Other 0 0%

Total 100 100%

According to above table out of 100 Respondents, 95% were male, were as 5% were female. It is
inferred that majority makes are consumers of Royal Enfield Bike and only some girls are using it.
Table No 3.3

Occupation

Occupation Respondents Percentage (%)

Student 44 44.00%

Govt.servant 7 7.00%

Ex- serviceman 4 4.00%

Professional 20 20.00%

Self employed 23 23.00%

Other 2 2.00%

Total 100 100%

According to (A)able 44% respondents were students; 7% were govt.servant; 4% were Ex-

servicemen; 20% were professionals; 23% were self employed and 2% respondents doing other

jobs. Majority of students are owning Royal Enfield and the main reason is it shows strongness,

other professionals are less as compare to students.

 Table No 3.4

Which model of Royal Enfield do you presently own?

Product Respondents Percentage (%)

Classic 350 23 23.00%

Classic 500 7 7.00%

Bullet Electra 8 8.00%

Thunderbird 500 11 11.00%

Thunderbird 350 16 16.00%

Bullet 500 10 10.00%

Bullet 350 4 4.00%

Classic Chrome 4 4.00%

Classic Desert Storm 5 5.00%

Classic Battle Green 6 6.00%

Bullet Machismo 3 3.00%

Continental GT 3 3.00%

Total 100 100%

According to (B) table 23% respondents are using bullet classic 350 which is highest number

after that 16% respondents are using Thunderbird 350 and other models of bullet having less

users in the district. It is inferred that Classic 350is favorite among the customers and other

models are unable to attract customer.

Table No 3.5

How you rate for your satisfaction level with respect to after sales service of

your Royal Enfield bike?

Satisfaction Respondents Percentage (%)

Highly satisfied 22 22.00%

Satisfied 47 47.00%

Dissatisfied 31 31.00%

Total 100 100%

According to (B) table 23% were Highly Satisfied; 47% of them are Satisfied;while 31% of

them are Dissatisfied; with the after sales service of Royal Enfieldbike. It is inferred that smaller

number of respondents are satisfied with after sales service of Royal Enfield.
Table No 3.6

Do you agree that company acts towards complaints lodged by the customers?

Company acts Respond Percentage (%)

ents
towards the

complaint

Yes 66 66.00%

No 18 18.00%

Can’t say 16 16.00%

Total 100 100%

According to (B) table 66% respondents are of the view that, agree company acts towards

the complaints lodged by the customers,18% of them don’t agreewith this statement, while

16% of them can’t say anything. Most of thecustomer say that company acts towards the

complaints lodged by the customers.

 Graph No 3.6

Table No 3.7

What is the rate of fuel consumption for Royal Enfield Bike?

Rate of fuel Respond Percentage (%)

ents
Consumption

Low 31 31.00%

Average 50 50.00%

High 19 19.00%

Total 100 100%

According to (B) table 50% respondents are of the view that, Royal Enfield bike has average

fuel consumption rate,31% of them are saying that the fuel consumption rate is low, while 19%

of them are of the view that it has high fuel consumption rate. It is inferred that half of the

respondents feel that the fuel consumption is average as compare to other bikes.
 Table No 3.8

Are you satisfied with the bike’s mileage.

Satisfied with the Respondents Percentage (%)

bike’s mileage ?

Yes 28 28.00%

No 36 36.00%

Can’t say 36 36.00%

Total 100 100%

According to (B) table 28% of respondents are satisfied with the bike’s mileage, 36% of them

don’t agree with this statement, while 36% of them can’t say anything. It is inferred that the

customers are not fully satisfied with the mileage of Royal Enfield bike.

Graph No 3.9
 Table No 3.9

Will you get easily spare parts of Royal Enfield in market?

Availability of spare Respondents Percentage (%)

Parts

Yes 43 43.00%

No 37 37.00%

Can’t say 20 20.00%

Total 100 100%

According to (B) table 43% respondents are of the view that, they get easily spare parts in

market, 37% don’t agree with this statement, while 20% of them can’t say anything.

Most of respondents feel that parts of Royal Enfield are available in market, thereis no any shortage
kind of situation

GRAPH 3.10
Table No 3.10

When it comes to comfort and convenience, the Royal Enfield bike is

Comfort and Respond Percentage (%)

ents
Convenience

Very Comfortable 39 39.00%

Average 35 35.00%

Not comfortable 26 26.00%

Total 100 100%

According to (B) table 39% respondents are of the view that, the Royal Enfield bike is very
comfortable and convenience for them, 35% of them are saying that comfort is average, 26% of them
says that the bike is not comfortable and convenient. It is inferred that Royal Enfield bike is more
comfortable as compare to other sport bikes.
 Table No 3.11

Are you satisfied with the performance of the bike?

Satisfaction with Respond Percentage (%)

the ents

Performance
Highly satisfied 25 25.00%

Satisfied 45 45.00%

Dissatisfied 30 30.00%

Total 100 100%

According to (B) table 25% respondents are highly satisfied, 45% of them are satisfied, while 30% of
them are dissatisfied with the performance of the Royal Enfield bike. There is fewer number of
respondents who are highly satisfied with performance of Royal Enfield. Most of customer are not fully
satisfied with performance of bike.

Table No 3.12

What is the one thing that you want to improve in bike?

Want to improve Respondents Percentage (%)

Speed 16 16.00%

Mileage 43 43.00%

Look 28 28.00%

No need to change 13 13.00%

Total 100 100%

 According to (B) table 16% respondents says that company should improve speedof bike, 43%

says mileage, 28% says look and 13% says that there is no need to change. It is inferred that

maximum number of customers want more fuel- efficient bike. They suggested improvement

in mileage.

Table No 3.13

According to your opinion what can be done to improve Royal Enfield Bike’s

salesin local markets?

What can be done to Respondents Percentage (%)

improve sales

Advertise more 11 11.00%

Provide better 22 22.00%

service

Improve quality 24 24.00%

Should reduce prices 34 34.00%

No need to improve 9 9.00%

Total 100 100%

According to (B) table 11% respondents says that company should advertise more, 22% says

that company should provide better service, 24% says improve quality, 34% says that company

should reduce prices of product, 9% says there is no needto improve for growing sales in local

markets. Most of respondents think that company should reduce prices of its product as well as

improve quality of bikes.

Table No 3.14

Overall satisfaction level has derived as expected from Royal Enfield Bike?

Overall satisfaction Respondents Percentage (%)

Detractors 60 60.00%

Passives 28 28.00%

Promoters 12 12.00%

Total 100 100%

According to (B) table and graph no.11, 60% of respondents are detractors, 28% of them are

passives, while 12% of them are promoters of Royal Enfield bikes. Itis inferred that most of the

customers are not fully satisfied with Royal Enfield bike. They want more from Royal Enfield.
CHAPTER 4

LEARNING OUTCOMES
 CHAPTER 4

LEARNING OUTCOMES

LEARNING OUTCOMES:

➢ It is inferred that most of Royal Enfield users are youths and adults aregenerally not

preferring Royal Enfield bike.

➢ It is inferred that majority males are customers of Royal Enfield bike andonly some girls

are using it.

➢ Majority of students are owning Royal Enfield and the main reason is itshows

strongness.

➢ It is inferred that Classic 350 is favorite among the customers and othermodels are

unable to attract customers.

➢ It is inferred that a smaller number of respondents are satisfied with aftersale service of

Royal Enfield.

➢ Most of the customer says that company acts towards complaint lodged bycustomers.

➢ It is inferred that half of the respondents feel that the fuel consumption isaverage as

compare to other bikes.

➢ It is inferred that customers are not fully satisfied with the mileage of Royal Enfield bike.

➢ Most of the respondents feel that parts of Royal Enfield are available in themarket, there is

no any shortage kind of situation.

➢ It is inferred that Royal Enfield bike is more comfortable as compare toother sport

bikes.

➢ There is fewer number of respondents who are highly satisfied with the performance of

Royal Enfield. Most of the customers are not fully satisfied with the performance of bike

➢ It is inferred that maximum number of customers want more fuel-efficientbike. They

 suggested improvement in mileage.

➢ Most of the respondents think that company should reduce prices of its product as well

as improve quality of the bikes.

➢ It is inferred that most of the customers are not fully satisfied with Royal Enfield bike.
They want more from Royal Enfield.
 REFLECTION OF INTERNSHIP

CONCLUSION

The study has helped Royal Enfield bullet dealers to understand whether thepurchasers are happy or

not. If not, what are main reason for discontent of client to the dealers and what all are the ways to

recover the satisfaction level of client towards dealer that is once sale service, come back to

accomplish younger generation and time of life are additional fascinated by Royal Enfield Bullet,

the shopping for behaviour is ruled by requirement forpower and respect for long lasting whole and

users are largely skilled males,20-35 years getting on, together with some students.

Most of the purchasers are drawn to new unharness classic 350/500, additionally customers are simply

buying the value of Royal Enfield bike and customers are terribly loyal towards the Royal Enfield

bullet. Royal Enfield ought to specialise in its effort to succeed in the client the mileage of Royal

Enfield bullet bike is extremely economical and most of them like better to purchase their bike fresh

from sales room with spare components obtainable in the market simply. Royal Enfield bike includes

satisfaction with within the client for its sound, comfort and safety.

In last conclude that majority of respondents said that they are satisfied with the bike’s performance,

but company should focus on reduction of the pricesof bike and investigate the improvement in after

sale service of bikes. The fuel consumption is also so high as per respondents point of view. Finally,

we can say that customers in local market are not fully satisfied with the Royal Enfield bike.
 Bibliography

Links

https://www.royalenfield.com/ https://www.journalajst.com/welcome- ajst

http://troindia.in/journal/ijcesr/index.html
 ANNEXTURE [ QUESTIONNAIRE ]

Q1. Name:

Q2. Age:

a. 20-24

b. 25-29

c. 30-35

d. Above 35

Q3. Gender:

a. Male

b. Female

c. Other

Q4. Occupation:

a. Student

b. Govt. Servant

c. Ex- Serviceman

d. Self Employed

Q5. Which model of Royal Enfield do you presently own?

a. Classic 350
b. Classic 500

c. Bullet Electra

d. Thunderbird 500

Q6. How you rate for your satisfaction level with respect to after sales

service of your Royal Enfield

bike?

a. Highly satisfied

b. Satisfied

c. Dissatisfied

Q7. Do you agree that company acts towards the complaint lodged by

thecustomers?

a. Yes

b. No

c. Can’t say

Q8. What is the rate of fuel consumption for Royal Enfield bike?

a. Low

b. Average

Q9. Are you satisfied with the bike’s mileage?

a. Yes

b. No

c. Can’t say
Q10. Will you easily get spare parts of Royal Enfield in market?

a. Yes

b. No

c. Can’t say

Q11. When it comes to comfort and convenience, the Royal Enfield bike is

a. Very Comfortable

b. Average

c. Not Comfortable

Q12. Are you satisfied with the performance of the bike?

a. Highly satisfied

b. Satisfied

c. Dissatisfied

Q13. What is the one thing you want to improve in bike?

a. Speed

b. Mileage

c. Look

Q14. According to your opinion what can be done to improve Royal

 Enfieldbike’s sales in local markets?

a. Advertise more

b. Improve quality

c. Should reduces price

d. No need to improve

Q15. Who influenced you to buy Royal Enfield bike?

a. Friends

b. Family

c. Dealers

d. Others

Q16. What is the reason to purchase Royal Enfield bike?

a. Brand

b. Price

c. Fuel economy

c. High

Q17. Do you feel that service charges or repair charges are affordable?

a. Yes

b. No

Q18. Do you get in time delivery of your bike after servicing?

a. Yes

b. No