A PROJECT REPORT ON Summer Internship Program “CUSTOMER SATISFACTION TOWARDS BIKES OF ROYAL ENFIELD” With Special Reference to Eicher Motors Pvt. Ltd, Pune. Submitted To Department of Management Studies Rajarambapu Institute of Technology, Rajaramnagar For the Degree of Master of Business Administration Under the faculty of Management By Mr. Vinayak Baburao Khade Under the Guidance of Mr. Rajendra J. Agawane (M Phil, MBA, B. Com) Through, The Director Rajarambapu Institute of Technology Management Studies (Sakharale) District-Sangli 415414 2018- 2019CERTIFICATE a = ~ This is to certify that, the project work entitled, “CUSTOMER SATISFACTION TOWARDS BIKES OF ROYAL ENFIELD” With Special Reference To Eicher Motors Pvt. Ltd, Pune. Submitted by Mr. Vinayak Baburao Khade (Roll No. 1740051 MBA-II) In partial fulfilment of the requirement for the award of degree of MASTER OF BUSINESS ADMINISTRATION Under the guidance of Mr. Rajendra J. Agawane (M Phil, MBA, B. Com) ‘Submitted To, RAJARAMBAPU INSTITUTE OF TECHNOLOGY, RAJARAMNAGAR The project report submitted through the Head of Department, Rajarambapu Institute of Technology, and Rajaramnagar during the academic year 2018 ~ 2019. H.O.D. Director (Department of Management Studies) RIT. Rajaramnagar RIT. RajaramnagarCERTIFICATE a ~ = ~ This is to certify that the project report entitled “CUSTOMER SATISFACTION TOWARDS BIKES OF ROYAL ENFIELD” With Special Reference To Eicher Motors Pvt. Ltd, Pune. Submitted by Mr. Vinayak Baburao Khade (Roll No. 1740051 MBA-Ii) In the partial fulfilment of Post-Graduation Degree of MASTER OF BUSINESS ADMINISTRATION Under my guidance and supervision. To the best of my knowledge and belief the work presently was not been submitted earlier for degree of Master of Business Administration. Date: - Project Guide Place: - Sakharale Mr. Rajendra J. Agawane (M Phil, MBA, B. Com)DECLARATION 7 ~ I Vinayak Baburao Khade, student of MBA at Rajarambapu Institute of Technology, Rajaramnagar, Islampur, solemnly declare that the project work title as “Customer Satisfaction Towards Bikes of Royal Enfield”, in partial fulfilment of MBA program under Shivaji University of Kolhapur, This project was undertaken as a part of the acadet curriculum according to the university rules, norms and by no commercial motives. Place: - Sakharale Date: - Vinayak Baburao KhadeACKNOWLEDGEMENT 7 > My Special thanks are to RIT, RAJARAMNAGAR for giving me great opportunity to do this, project work. I would like to express my sincere gratitude towards Mr. Rajendra J. Agawane and other Faculty members for their valuable guidance and constant encouragement to complete my project work. I would like to thank to Mr, Sumit Patil, and other staff members for their valuable guidance. For providing their valuable experience, able guidance, encouragement and critical solutions in our project work. For their support and guidance throughout the project and providing us with new ideas for the project. Yours Sincerely, Vinayak Baburao Khade Roll No. 1740051 (MBA-Marketing & Operations)LIST OF TABLES NO. OF NAME OF THE TABLE PAGE TABLE 1 Age Group 19 2 Gender Group 20 3 Occupation 21 4 Model of Royal Enfield You Presently Own 2 5 Satisfaction Level with Respect to After Sales Service of 24 Your Royal Enfield Bike 6 Company Acts Towards the Complaints Lodged by The 25 Customers 1 Rate of Fuel Consumption for Royal Enfield Bike 26 8 Satisfied with The Bike’s Mileage 27 9 Easily Get Spare Parts of Royal Enfield In Market 28 10 Comfort and Convenience 29 ul Performance of The Bike 30 12 One Thing You Want to Improve in Bike 31 13 What Can Be Done to Improve Royal Enfield Bikes’ Sales in| 32 Local Markets 14 Overall Satisfaction 33DEX CHAPTER NAME OF THE TOPIC PAGE NO. NO. IL INTRODUCTION 1.1 — Introduction. 1 1.2—Company Profile. 2-6 1.3 — Problem Statement. 7 1.4— Scope of the Study and Its Objectives. 8 1.5 — Hypothesis 8 1.6 ~ Significance of the study 9 1.7 — Conceptual Framework 10-11 1.8 — Conclusion 12 2. LITRETURE REVIEW 13-16 3. RESEARCH FRAMEWORK 3.1 — Research Design. 7 3.2 — Research Methodology 7 3.3 — Data Collection. 7 3.3 — Sampling Techniques / Procedure 18 4. FINDINGS AND RECOMMENDATIONS 4.1 — Data Presentation and Analysis 19-35 4.2 — Data Interpretation and Findings 36 4.3 — Conclusions ay 4.4— Recommendation 38 4.5 — Limitations and Scope for further Studies 39 5. REFERENCE AND BIBLIOGRAPHY 40-41 6. QUESTIONNAIRE 42LIST OF GRAPHS NO. OF NAME OF THE GRAPHS PAGE GRAPH 1 Age Group 19 2 Gender Group 20 3 Occupation 21 4 Model of Royal Enfield You Presently Own 2B 5 Satisfaction Level with Respect to After Sales Service of 24 Your Royal Enfield Bike 6 Company Acts Towards the Complaints Lodged by The 25 Customers 1 Rate of Fuel Consumption for Royal Enfield Bike 26 8 Satisfied with The Bike’s Mileage 27 9 Easily Get Spare Parts of Royal Enfield In Market 28 10 Comfort and Convenience 29 a Performance of The Bike 30 12 One Thing You Want to Improve in Bike 31 13 What Can Be Done to Improve Royal Enfield Bikes’ Sales in| 32 Local Markets ‘Overall Satisfaction 33 14M.B.A Program 2017-19 CHAPTER I INTRODUCTION 1.1 Introduction Since the Lambretta scooter was replaced with the flurry of exciting two-wheeler models, Indian two-wheeler business has seen a remarkable change in the way they observe the Indian marketplace. India has now developed into the second largest manufacturer of two-wheelers in the world. Currently there are around ten two-wheeler manufacturers in the country, and they are Mahindra, Royal Enfield, Bajaj, Hero, Honda Suzuki, TVS, and Yamaha. The two-wheeler industry can be divided into motor cycles, scooters, electric scoter and mopeds. The buyer has changed his preference from mopeds to scooters and then to motor cycles. The trends seen in the past few years females progressively using two-wheelers and various two- wheeler manufacturers designing vehicles specially to furnish to desires of this segment. Last decade saw Bajaj taking an important decision to stop production of Scooter and completely focus on motor cycles, especially asserting change in consumer's preference. The consumers are port without a choice in most cases than to migrate from the old-style scooters of the Indian family to the youthful bikes that one’s son rides to college. With expanding earnings and acquiring intensity of the regular Indian, the interest in bikes in the section has expanded considerably. There additionally have been persistent indications of developing of the market when the producers responded by thinking of advancements, getting consideration of potential purchasers and some of the time making another class of customers or adjusting the inclinations and states of mind of existing buyers. DMS R.LT, Rajaramnagar Page |M.B.A Program 201 1.2 Company Profile Royal Enfield is a well-known automobile company that primarily deals in manufacturing of motor cycles. Apart from that, it produces lawnmowers, stationery engines and rifles. The company's motto, “Made Like A Gun”, reflects its weapon making legacy. Royal Enfield is a company based in India with its headquarters in Chennai. The company was founded as Enfield Manufacturing Company Limited in 1890. It produced its first ever bike under the brand name of ‘Royal Enfield! in the same year in Redditch, Worcestershire, England. Albert Eadie and Robert Walker Smith were the founders of Enfield Manufacturing Company Limited that ceased to exist after 1971. About Royal Enfield Ltd. India Although Enfield sold its first bike in India in 1949, it was not before 1955 that India's own Royal Enfield manufacturing establishment came into existence. In 1955, Redditch Company and Madras Motors became partners and formed Enfield India, which is currently based in Chennai. The present-day Royal Enfield company is a subsidiary of the Indian automobile stalwart Eicher Motors Limited. Mr. Siddhartha Lal is the CEO of Royal Enfield India. Royal Enfield has been the most trusted high capacity bike and the most favourite of the Indian government for the past six decades. The Government of India had a requirement of a powerful, high capacity, strong and reliable vehicle for the Indian Army and Indian Police for patrolling purposes. Royal Enfield was the name the Indian government counted on. In 1965, 800 350cc Royal Enfield Bullet model units were ordered by the Government of India. The original Enfield Manufacturing Company Limited went defunct in 1971; however, Enfield India just kept on growing in stature and repute. DMS R.LT, Rajaramnagar Page 2M.B.A Program 201 Royal Enfield Plants Royal Enfield has one manufacturing and assembly facility in Chennai, Tamil Nadu. This manufacturing plant has been functional since 1955 and still produces the Royal Enfield Bullet 350ce and 500ce models. List of models produced at the plant: Classic Desert Storm DMS R.LT, Rajaramnagar Page 3M.B.A Program 2017-19 Classic Battle Green Classic 500 DMS R.LT, Rajaramnagar Page 4MLBLA Progrum 2017-19 Bullet 500 Bullet 350 DMS R.LT, Rajaramnagar Page SMBA Program 2017-19 Continental GT Page 6MBA Program 19 1.3 Problem Statement Consumer loyahy is a standout amongst the most vital issues concerning business associations of various kinds, which is legitimized by the client introduction Philosophy and the primary standards of ceaseless enhancement of present-day undertakings. Client is an individual cor business that buys the merchandise or administrations created by a business. The customer is the true objective of organizations, since the client pays for supply and makes request. Organizations frequently pursue the saying that "The Client Is in Every Case Right” on the grounds that upbeat clients will keep on purchasing merchandise and enterprises. In the presen! focused business condition, consumer loyally is an inexorably essential segment of a compelling association. Eicher Motors is losing its virtual monopoly in the motoreycle segment, Many global Motor Co. India (Harley Davidson), Triumph Motorcycles, Suzuki Motorcycles and India Kawasaki Motors are aggressively enicring the market, even as domestic motorcycle makers Bajaj Auto Ltd. and TVS Motor Co. Ltd have made plans for the segment. manufacturers such as. Therefore, this study concerns on customer satisfaction to meet customer needs. 1o make customers Joyal and retain thom for better profit in today’s modem marke! within the context of Eicher Motors Pvt. Lad, DMS R.LT. Rajaramnagar Page 7MELA Program 9 1.4 Scope of study and its Objectives This investigation incorporates customer's reactions and mindfulness towards the brand items 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 Sangli District and the degree js constrained. Shopper fulfilment is exceptionally fimdamental factor for the achievement of any organization. Fulfilled buyers are the benefits of the organization. The outcomes are constrained by the Humbers and are not the slightest bit thorough, yet just fill in as in sign oF a pilot consider for a comparable report that might be performed on a copious bigger scale. Ghivctives of the study © To know about the experience after purchase relating (o various parameters; (bike performance, Service, mileage ctc.). © To determine the factors that affects the Satisfaction of a Bullet user, * To understand overall performance of Royal Enficld bike. 1.5 Hypothesis « Ho: There is oo significant relationship between customer satisfaction and rate of fuel consumption of the royal Enfield.MBA Program 2017-19 1.6 Significance of the study ‘The investigation with respect to a notorious brand that is over 100 years of" age opens limittess potential outcomes. Given the extent of the task and assct restrictions, satisfied shoppers are the advantages of the organization, For fulfilling buyers, the organization offers consideration regarding that whole factor which gives customer's fulfilment. Along these lines, the suitable information about the purchaser fulfilment is basic. Factor investigation of the parameters on which the huy choice has been based, Discovering the fulfilment of Afler Sales Service and Spares among clients. Mapping the fulfilment of the Bullet clients. DMS R.LT, Rajaramnagar Page 9MELA Program 201 1.7 Conceptual Framework Business continuously starts and closes with customers and therefore the shoppers should be treated because the King af the market. All the business enhancements, profit, status, image etc. of the organization depends on customers. therefore, it's necessary for all the organizations to satisfy al! the clients’ expectations und establish that they're glad customer. Customer satisfaction is that the live off however the requirements and responses square measure collaborated and delivered to surpass client expectation. It will solely be earned if the ‘client his AN overall sensible rehitionship with the providet. In today’s competitive business marketplace, client satisfaction is a crucial performance exponent and basic dis business methods, Henee, a lot of is client satisfaction; a lot of is that the business and therefore the bonding with client. Customer satisfaction may be « part of customer's expertise that exposes a supplier's behaviour on customer's expectation, It additionally depends on however with efficicney it's managed and the way promptly services square measure provided. This satisfaction can be ‘nator of associated with numerous business aspects like selling. product producing, engincering, quality of merchandise and services, responses customer's issues and queries, completion of project, post delivery services, grievance management cic. Customer satisfaction és that the overall essence af the impiression conceming the provider by the shoppers. This impression that clicnt makes conceming provider is that the ad of all the method he goes through, right from human action provider before doing any selling 10 post~ delivery choices and services and managing queries or complaints post-delivery. throughout this method the client comes across operuling almosphere of varied departments and therefore the kind of methods concemed within the organization. This helps the client 10 create robust opinion conceming the provider that finally leads to satisfaction or discontent. (Customer's perception on provider helps the client opt for among the provider in basis of cash worth and the way well the delivered merchandise suits all the wants. The supplier's services ne‘er diminish once the delivery as client seeks high values past selling services that might facilitate them use and customise the delivered product a lot of with efficiency. If he's glad about the post selling services, then th \uare measure sensible probabilities for provider to retain the shoppers to boost perennial purchases and keep business profits.MBA Program 9 It is cssentially needed for a company to move and communicate with clients daily to extend customer satisfaction. In these interactions and communications, it's needed to be told and verify all individual client desires and respond consequently. notwithstanding the merchandise Square measure identical in competitor markets, satisfaction provides high retention ratcs. for instance, shoppers and retailers square measure engaged with frequent looking and credit cards to achieve clicnt satisfaction, several high-end retailers additionally give membership cards and discount edges an those cards, 30 the client stay loyal to them, DMS R.LT. Rajaramnagar Page 1M.B.A Program 2017-19 1.8 Conclusion Customer satisfaction is talked as a strategic business development tool. Client satisfaction will have a positive result on an organization's gain, happy client’s kind the inspiration of any made business as customer satisfaction ends up in repeat purchasing for, complete loyalty, and positive word of mouth. Happy customers are presumably to share their experiences with individuals to the order of perhaps 5 or six people. Equally well, disgruntled customers are additional seemingly to inform another ten individuals of their unlucky expertise. Analysis has incontestable that even a distinction between a very happy client and a somewhat happy client could lead on to an enlarged profits contribution. DMS R.LT, Rajaramnagar Page 12M.B.A Program 2017-19 CHAPTER II LITERATURE REVIEW / RELATED STUDIES “A Study on customer Satisfaction Towards Royal Enfield with Special relevance Malappuram District “By the Study entitled “A Study on client Satisfaction Towards Royal Enfield with Special relevance Malappuram District” was undertaken with the target of sorting out customer’s satisfaction level on Royal Enfield bikes. Here adopted appropriate methodology for information assortment and analysis. It’s clear from the study that the foremost customers of Royal Enfield square measure extremely glad in most areas offered by Royal Enfield. And most majorities among the glad customers square measure delighted customers. This study reveals that by method of reducing the lead-time, rising fuel potency, service and advertising and by introducing new models capable to vie with the freshers within the market, Royal Enfield will simply build the total customers into extremely delighted customers. (Mr-Faisal.T, August 2014, pp. 154-166) “A Study on Service Quality in Royal Enfield showroom, Chennai.” This analysis examines service quality satisfactions within the showroom. First, it analyses the speculation regarding tion, Then a modify SERVQUAL instrument is developed and service quality conceptuali applied to the showroom victimization as subject one amongst the businesses. 5 service dimensions are identified: READINESS dependability, TRUST, COMFORT, SECURITY, and ACCESS. they're examined in terms of their impact of customers’ overall quality satisfaction and their temperament to advocate the firm to an admirer. These variables are found to be affected heavily by 2 dimensions: trust and luxury. this investigation's main conclusion is that SERVQUAL could be a smart beginning base to quantify service quality, however it's neither of general nor of direct application. The SERVQUAL instrument would want some changes to suit every scenario. No promoting is required if it merely suggests that discounting. Sell services through quality. (G. Gopalakrishnan, 2018, pp. 94-100) DMS R.LT, Rajaramnagar Page 13M.B.A Program 2017-19 “A Study on Consumer Perception Towards Two-Wheeler Bikes.” This study is based to identify the consumer satisfaction of bike owners who are using the two-wheeler Bikes at Allahabad, city of Uttar Pradesh. The study concludes that Honda and Bajaj show maximum satisfaction whereas TVS remains last. (Mr. Debasis Tripathy, 2014, pp. 52-58) “A Study on Interactive Marketing Communication Tools and Brand Knowledge with Special Reference to Royal Enfield Bike Owners” It shows us IMC tools such as Mobile app pop-ups, social networking and email marketing have influence on brand knowledge of Royal Enfield bike owners. So, it is concluded that the company must concentrate more on IMC tools in reaching customers. At the same time IMC tools such as Blogs, widgets and tele marketing have no significance influence on brand knowledge of Royal Enfield bike owners. This indicates that these tools are not official and hence miss- leading advertisement creates false image of the advertisement that deviate the minds of the consumers about the Royal Enfield bike. Hence the Royal Enfield company should try to give more appealing advertisement in an authorized way to create the stronger and knowledge about their product to the consumers. (Kumar & Selvi, 2018, pp. 456-465) “A Study on consumer Satisfaction of a particular Branded 2 Wheelers in South Coimbatore.” within the gift era, client is that the Centre purpose of all the selling activities and everyone the players within the market try to carry their place within the minds of the customers. Their satisfaction plays a necessary role for the success of any business. disapproval is around for hundreds of years to spot and differentiate the products and services of 1 producer from those of another. it's the dear assets of a business. The brands like, Hero, TVS, Suzuki, Bajaj, Honda, Mahindra, Royal Enfield and Yamaha are the popular brands within the Two-wheeler industry. during this scenery the study has been undertaken to check the satisfaction level of the shoppers towards chosen branded 2 wheelers in south Coimbatore town. (D.Vijayalakshmi, Kumari, & Deepika, 2015, pp. 260-264) DMS R.LT, Rajaramnagar Page 14M.B.A Program 2017-19 “Passion to Profits: What Makes Royal Enfield larger Than Harley Davidson?” vital to prosperous ‘turnaround has been a robust and hot leadership with a transparent vision and focus with daring choices to reinvent the corporate in each side to create it a sturdy growth engine. This has been more supported by robust business strategy with consumer initial and complete building to form a traction within the market and distinctive client expertise for motor cycle possession. Company has created a big-time investment to make capabilities in product style, state of the art producing facilities, retail format and best in school world talent from the trade with a transparent focus and long goal. (Todalbagi, 2017, pp. 55-63) “A Study on consumer Satisfaction Level of Royal Enfield Bullet.” This study on client satisfaction is being related to one in every of the leading two-wheeler company the Royal Enfield within the following paragraph a quick note on the matter that has been undertaken because the subject material is explained. during this project report, we are going to resolve the satisfaction level of the Royal Enfield Bullet owner in metropolis town. the matter it's facing within the gift market. This project evaluates the assorted factors that keep the client glad. It additionally evaluates the assorted factors that influence a client to shop for the bullet, whereas choosing a bullet numerous side that has got to run a plan with reference to complete image, Color, Fuel- efficiency, Technology used, etc. A form was designed to conduct a survey and therefore the information thus collected from acceptable respondents was analyzed employing an applied mathematics package known as SPSS and a unidirectional analysis of variance check was done to check the hypothesis. (Ahmed, Ramachandra, & Reddy, 2014, pp. 218-226) “A Study on Factors Influencing Purchase Intention of Consumers Towards Two Wheelers” Purchase intention could be a commit to purchase a decent or service within the future. makers should bear in mind of the acquisition intention of customers to supply and position their product during an extremely competitive market. Two-wheeler automobile market of Bharat is one amongst best market within the world and has emerged into one amongst the most important automobile markets within the world. Purchase intention of customers depends on many factors. This study aims to explore the factors influencing the acquisition intention of customers towards two-wheelers. (Antony & CibyThomas, 2017, pp. 626-631) DMS R.LT, Rajaramnagar Page 15M.B.A Program 2017-19 “A Study Analyzing the Satisfaction of Youngsters in Making Purchase Decision of Bikes or Scooters in And Around Landran Near Mohali.” The Asian country two-wheeler business has return great distance since its humble starting in 1948 once Bajaj motorcar started commerce and merchandising Vespa Scooters in India. Since then, the client preferences have modified in favor of motoreycles and gearless scooters that score higher on technology, fuel economy and aesthetic attractiveness, at the expense of metal-bodied in gear scooters and mopeds. These changes in client preferences have had a bearing on fortunes of the players. Scooters used to dominate Indian roads a few decades ago. In 1996, their market share fell but still they had almost half of two-wheeler sales while of motorcycles, it stood at around 30per cent. By 2006, the reversal was dramatic. The industry expects an upswing in scooters to about 30 per cent in four or five years which could further scale up to 35 to 40 per cent. Scooters market share is already at 35 per cent in the ‘urbanized’ states — Karnataka, Maharashtra and Gujarat. Urbanized implies good urban road infrastructure, a significant number of workingwomen etc. (Hoda, 2015, pp. 25-32) “Consumer Satisfaction Towards Two Wheelers Between Hero and Bajaj - A Comparative Study”. This research work is an earnest attempt to know the factors that which influence the public for their preference on using the Bike. All findings and suggestions made during study are supported by the researches during the period of research. It is hoped that the study would highlight the fields of marketing strategy followed by the companies. If the suggestion is implemented, there will be great reward for the project as well as it will be helpful for the automobile industries for their further activities. Today when consumers are more educated and more capable to purchase the luxuries for themselves, and. competition is very high in the market, then if any company wants to stand in the market it is mandatory to analyses the market and consumers time to time. Otherwise It is not easy for the companies to cope up with the challenges of the market. And the two wheelers are playing the more important in every people’s life in India. Therefore, the researcher had an effort to analyze the consumer preference towards the Two Wheelers between Hero and Bajaj a comparative study in Madurai City. (Franklin & Selvi, 2017, pp. 1-6) DMS R.LT, Rajaramnagar Page 16M.B.A Program 2017-19 CHAPTER III RESEARCH FRAMEWORK 3.1 Research Design Research design adopted for this research is “Descriptive Research”. The data was collected through web link. It includes surveys and fact-finding enquiries of different kinds. The major purpose of descriptive research is description of the as it exists at present. 3.2 Research Methodology This research is an empirical paper which has been written after doing an exhaustive literature review of several similar papers. A primary and descriptive research was done with a sample size of 100 customers using the random sampling technique. A structured questionnaire was prepared for data collection and the responses were analysed using SPSS software. The hypothesis was tested using Chi-square test. 3.3 Data collection * Primary Source * The Primary source of collecting data for research is Structured, standardized questionnaire for customers of Royal Enfield bullet bike. © Research Technique: In this study the survey method is used as a research technique. This method helps to obtain right information from respondents. DMS R.LT, Rajaramnagar Page 17M.B.A Program 2017-19 * Secondary source In this study the secondary data is collected from the following sources. i 2. 3 4. 5. Books on Marketing and Research methodology Company website . Research Papers Reports of the Company Magazines of the Company 3.4Sampling Technique / Procedure Survey area chose as a district Sangli. 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. DMS R.LT, Rajaramnagar Page 18M.B.A Program 201 CHAPTER IV FINDINGS AND RECOMMENDATIONS 4.1 Data Presentation and Analysis Table No 4.1 Age ‘Age groups Respondents Percentage (%) 20-24 a2 42.00% 25-29 az 32.00% 30-35 18 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 youths and Adults are generally not preferring Royal Enfield bike. Age groups ™ 20-24 ™25-29 30-35 m Above 35 Graph No: - 4.1 DMS R.LT, Rajaramnagar Page 19Table No 4.2 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, where as 5% were Female, It is inferred that majority males are customers of Royal Enfield Bike and only some girls are using it. Gender MALE FEMALE OTHER ‘= No of Respondents Graph No: - 4.2 DMS R.LT, Rajaramnagar Page 20Program 201 Table No 4.3 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) table 44% Respondents were Students; 7% Respondents were Govt. servents; 4% were Ex-serviceman; 20% were Professionals; 23%were Self employed and 2% respondents doing other jobs.Majoriy of students are owning Royal Enfield and the main reason is it shows stongness, other professionals are less as compare to students. Occupation OTHER SELF-EMPLOYED PROFESSIONAL. EX- SERVICEMAN GOVT. SERVANT STUDENT DMS R.LT, Rajaramnagar Page 21M.B.A Program 201 Table No 4.4 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 1 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 3 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 350 is favorite among the customers and other models are unable to attract customers. DMS R.LT, Rajaramnagar Page 22M.B.A Program 2017-19 | CONTINENTAL GT BULLET MACHISMO CLASSIC BATTLE GREEN CLASSIC DESERT STORM. CLASSIC CHROME BULLET 350 BULLET 500 THUNDERBIRD 350 ‘THUNDERBIRD 500 BULLET ELECTRA CLASSIC 500 CLASSIC 350, Graph No 4.4 D.M.S R.LT, Rajaramnagar Page 23Table No 4.5 How you rate for your satisfaction level with respect to after sales service of your Royal Enfield bike? Satisfaction level Respondents Percentage (%) Highly Satisfied 2 22.00% Satisfied 47 47.00% Dissatisfied 31 31.00% Total 100 100% ‘According to (B) table 22% respondents are Highly Satisfied, 47% of them are satisfied, while 31% of them are dissatisfied with the after sales service of their Royal Enfield bike. It is inferred that a smaller number of respondents are satisfied with after sale service of Royal Enfield. Satisfaction level Highly Satisfied Satisfied 1m Dissatisfied Graph No 4.5 DMS R.LT, Rajaramnagar Page 24Table No 4.6 Do you agree that company acts towards the complaints lodged by the customers? ‘Company acts towards the Respondents Percentage (%) complaints 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 that company acts towards the complaints lodged by the customers, 18% of them are not agree with this statement, while 16% of them can’t say anything. Most of the customer says that the company act towards complaint lodged by customers. Company acts towards the complaints mYes = No Can't Say Graph No 4.6 DMS R.LT, Rajaramnagar Page 25Table No 4.7 What is the rate of fuel consumption for Royal Enfield Bike? Rate of fuel consumption Respondents Percentage (%) 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. Rate of fuel consumption mlow m Average High Graph No 4.7 DMS RLT, Rajaramnagar Page 26M.B.A Program 201 Table No 4.8 Are you satisfied with the bike’s mileage? Satisfied with the bike’s Respondents Percentage (%) mileage? Yes 28 28.00% No 36 36.00% Can't say 36 36.00% Total 100 100% ‘According to (B) table 28% respondents are satisfied with the bike’s mileage, 36% of them are not agree with this statement, while 36% of them can’t say anything. It is inferred that customers are not fully satisfied with the mileage of Royal Enfield bike. Satisfied with the bikes mileage? mYes mNo Can't say Graph No 4.8 DMS R.LT, Rajaramnagar Page 27Table No 4.9 Will you easily get spare parts of Royal Enfield in Market? ‘Availability of spare parts Respondents Percentage (%) Yes a3 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 easily get spare parts of bike in the market, 37% of them are not agree with this statement, while 20% of them can’t say anything. Most of the respondents feel that the parts of Royal Enfield are available in the market, there is no any shortage kind of situation. Availability of spare parts Yes No mCan't Say Graph No 4.9 DMS R.LT, Rajaramnagar Page 28M.B.A Program 2017-19 Table No 4.10 When it comes to comfort and convenience, the Royal Enfield Bike i ‘Comfort and convenience Respondents Percentage (%) ‘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, Royal Enfield bike is very comfortable and convenient for them, 35% of them are saying that comfort is average, while 26% says that bike is not comfortable and convenient. It is inferred that Royal Enfield bike is more comfortable as compare to other sport bikes. Comfort and convenience Very Comfortable m Average |= Not Comfortable Graph No 4.10 DMS R.LT, Rajaramnagar Page 29Program 201 Table No 4.11 Are you satisfied with the performance of the bike? Satisfaction with the Respondents Percentage (%) 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 Royal Enfield bike. There is fewer number of respondents who highly satisfied with the performance of Royal Enfield. Most of the customer are not fully satisfied with the performance of bike. Satisfaction with the performance = Highly Satisfied Satisfied Dissatisfied Graph No 4.11 DMS R.LT, Rajaramnagar Page 30M.B.A Program 201 Table No 4.12 What is the one thing 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 speed of bike, 43% says mileage, 28% says look and 13% says that there is no need to change in bike. It is inferred that maximum number of customers are want more fuel-efficient bike. They suggested improvement in mileage. Want to improve Speed = Mileage = Look No need to Change Graph No 4.12 DMS R.LT, Rajaramnagar Page 31M.B.A Program 2017-19 Table No 4.13 According to your opinion what can be done to improve Royal Enfield Bikes’ sales in local markets? What can be done to Respondents Percentage (%) improve sales Advertise more il 11.00% Provide better service 2 22.00% 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 the price of the product and 9% says that there is no need to change for growing sales in local market, Most of the respondents think that company should reduce prices of its products as well as improve quality of the bikes. What can be done to improve sales NNO NEED TO IMPROVE SHOULD REDUCE PRICES IMPROVE QUALITY PROVIDE BETTER SERVICE ADVERTISE MORE 0 5 10 15 20 25 30 35 40 ‘= No of Respondents Graph No 4.13 DMS R.LT, Rajaramnagar Page 32Program 201 Table No 4.14 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. 4.11, 60% respondents are Detractors, 28% of them are Passives, while 12% of them are Promoters of Royal Enfield bikes. It is inferred that most of the customers are not fully satisfied with the Royal Enfield bike. They want more from the Royal Enfield. Overall satisfaction = Detractors m Passives = Promoters Graph No 4. 14 DMS R.LT, Rajaramnagar Page 33,Program 201 Analysis HYPOTHESIS TESTING Rate of fuel consumption * satisfaction with the bike’s mileage CROSSTABULATION satisfaction with the bike’s mileage Total Yes | No Can’t Say Rate of fuel Count 0 31 0 31 consumption Low Expected Count 8.4 11.2 ILS 31.0 Count 14 3 30 9 Average Expected Count 13.2 17.6 18.1 49.0 Count B 0 7 20 High Expected Count 34 72 7A 20.0 Count 27 36 37 100 Total Expected Count | 27.0 | 36.0 37.0 100.0 Chi-Square Tests Value df Asymptotic Sig. (2- sided) Pearson Chi-Square 39.903" 4 -000 Likelihood Ratio 104.601 4 -000 Noof Valid Cases 100 a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 5.40. DMS R.LT, Rajaramnagar Page 34M.B.A Program 2017-19 Bar Chart wo Are you satisfied with the bikes mileage? Geant say 107 Count 2 8 8 Low ‘Average High What is the rate of fuel consumption for Royal Enfield Bike? Result P-Value (.000) is less than 0.05 signifies that there is an association between the fuel consumption of Royal Enfield and satisfaction of the buyers and therefore we reject the null hypothesis. At 5 % significance level, we can reject the Null Hypothesis. DMS R.LT, Rajaramnagar Page 35M.B.A Program 201 4.2 Data Interpretations and findings Ss It is inferred that most of the royal Enfield users are youths and Adults are generally not preferring Royal Enfield bike. (Table No. 4.1 A) . It is inferred that majority males are customers of Royal Enfield Bike and only some girls are using it. (Table No. 4.2 A) . Majoriy of students are owning Royal Enfield and the main reason is it shows strongness,other professionals are less as compare to students. (Table No. 4.3 A) }._ It is inferred that Classic 350 is favorite among the customers and other models are unable to attract customers. (Table No. 4.1 B) . It is inferred that a smaller number of respondents are satisfied with after sale service of Royal Enfield. (Table No. 4.2 B) . Most of the customer says that the company act towards complaint lodged by customers. (Table No. 4.3 B) . It is inferred that half of the respondents feel that the fuel consumption is average as compare to other bikes. (Table No. 4.4 B) It is inferred that customers are not fully satisfied with the mileage of Royal Enfield bike. (Table No. 4.5 B) 1. Most of the respondents feel that the parts of Royal Enfield are available in the market, there is no any shortage kind of situation. (Table No. 4.6 B) ). It is inferred that Royal Enfield bike is more comfortable as compare to other sport bikes. (Table No. 4.7 B) . There is fewer number of respondents who highly satisfied with the performance of Royal Enfield. Most of the customer are not fully satisfied with the performance of bike. (Table No. 4.8 B) .. It is inferred that maximum number of customers are want more fuel-efficient bike. They suggested improvement in mileage. (Table No. 4.9 B) . Most of the respondents think that company should reduce prices of its products as well as improve quality of the bikes. (Table No. 4.10 B) }. It is inferred that most of the customers are not fully satisfied with the Royal Enfield bike. They want more from the Royal Enfield. (Table No. 4.11 B) DMS R.LT, Rajaramnagar Page 36M.B.A Program 2017-19 4.3 Conclusion The study has helped Royal Enfield bullet dealers to understands whether the purchasers are happy aren't. If not, what are the most reason for discontent of client to the dealers and what are all the ways in which to recover the satisfaction level of client towards dealer that’s 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 preponderantly by the requirement for power and respect for the 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 unharmness classic 350/500, additionally customers are simply buying the value of Royal Enfield bike and customers are terribly loyal towards the whole Royal Enfield bullet, Royal Enfield ought to specialise in its effort to succeed in the client the millage of Royal Enfield Bullet Bikes is extremely economical and most of them like better to purchase their Bike fresh from salesroom with the spare components obtainable in market simply. Royal Enfield Bullet includes a 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 the reduction of the price of the bikes and investigate the improvement in after sale service of bikes. The fuel consumption is also 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 DMS R.LT, Rajaramnagar Page 37M.B.A Program 2017-19 4.4 Recommendation After analysing the findings, the following Recommendation have been prepared. Great care has been taken in making these Recommendation for the improvement of consumer’s opinion. ‘* A clear majority of the respondents felt the after-sale service of bikes should be changed to attract the customers. * Some of the respondents had suggested improving the mileage of Bikes. ‘* A considerable number of respondents opined that there is a need to improve the technology of Royal Enfield bikes like bike should have digital meter. * The bikes recently introduced by Royal Enfield are mostly concerned about youth. So, they should also consider middle-aged people while manufacturing. ‘* Some of the respondents felt that the price of Royal Enfield bike is high, and it should be decreased to attract more customers DMS R.LT, Rajaramnagar Page 38M.B.A Program 2017-19 4.5 Limitations and Scope for further studies & Limitations 1. Any study on Customer satisfaction of a section of the society essentially attempts to probe the respondent's mind. Such studies rely heavily on the understanding of questions by the respondents, the time that they invest to respond and the correctness of their responses. 2. Only people from urban and semi-urban areas were considered for the survey. Rural people were omitted for its wide geographical spread, practical difficulties, as also widening of the scope of the study. 3. The sample size of 100 was selected to represent the customers of Sangli District. Since the number of respondents surveyed had to be limited considering the time and cost involved, a larger sample size was not possible. Hence the limitation attributed to sample sizes in any survey involving statistical analysis would be applicable to this study also. 4. As the respondents were spread over throughout Sangli District, it was not possible for the researcher to contact the respondents (again and again) personally to rectify some omissions and commissions. % Scope for further study The study on customer satisfaction in Sangli District consisted of the above 20 years Customers in Sangli District and residing in urban and semi urban areas. 1. Youth in rural areas could be the target respondents and their satisfaction could be studied. 2. A study of buying habits of youth in some other state could also be carried out. 3. The age group could include 18-20 years old respondents too. DMS R.LT, Rajaramnagar Page 39M.B.A Program 2017-19 Bibliography Ahmed, M. A., Ramachandra, D. M., & Reddy, M. S. (2014). A STUDY ON CUSTOMER SATISFACTION LEVEL OF ROYAL ENFIELD BULLET. International Journal of Business and Administration Research Review. Antony, J., & CibyThomas, D. (2017). A STUDY ON FACTORS INFLUENCING PURCHASE INTENTION OF CONSUMERS TOWARDS TWO WHEELERS . International Journal of Advance Engineering and Research Development . D.Vijayalakshmi, Kumari, M. S., & Deepika, S. (2015). A study on customer satisfaction of a selected branded two wheelers in south Coimbatore . International Journal of Multidisciplinary Research and Development , 260-264. Franklin, D. L., & Selvi, C. T. (2017). Consumer Satisfaction towards Two Wheelers between Hero and Bajaj - A Comparative Study . The International Journal of Scientific and Engineering Research. G. Gopalakrishnan, R. R. (2018). A STUDY ON SERVICE QUALITY IN ROYAL ENFIELD SHOWROOM, CHENNAI . INTERNATIONAL JOURNAL OF CURRENT ENGINEERING AND SCIENTIFIC RESEARCH (IJCESR) , 7. Hoda, D. C. (2015). A Study Analysing the Perception of Youngsters in Making Purchase Decision of Bikes or Scooters In and Around Landran near Mohali . Biz and Bytes . Kumar, P., & Selvi, D. J. (2018). A Study on Interactive Marketing Communication Tools and Brand knowledge with Special reference to Royal Enfield bike owners. . International Research Journal of Management and Commerce , 456-465. Mr. Debasis Tripathy, D. R. (2014). A STUDY ON CONSUMER PERCEPTION TOWARDS TWO WHEELER BIKES . International Research Journal of Management Science & Technology , 52- 58. MrFaisal.T, R. S.-P. (August 2014). “A Study On Customer Satisfaction Towards Royal Enfield With Special Reference To Malappuram District”. Asia Pacific Journal of Research, 13. Todalbagi, R. (2017). Passion to Profits: What Makes Royal Enfield Bigger than Harley Davidson? SDMIMD Journal of Management. DMS R.LT, Rajaramnagar Page 40M.B.A Program 2017-19 References © https:/www.royalenfield.com/ ‘© http://www. ijbarr.com/downloads/2014/voll -issue2/17.pdf ‘© http://www. ijaerd.com/papers/finished_papers/A%20STUDY%200N%20FACTORS%20INFLU. ENCING%20PURCHASE%20INTENTION%200F%20CONSUMERS%20TOWARDS%20T. WO%20WHEELERS-IJAERDVO0410588050n.pdf © hitps:/www,journalajst.comv/sites/default/files/4834.pdf © http:/www.academia.edu/3655671/COMPARATIVE_STUDY_OF CUSTOMER SATISFACT ION_TOWARD_PERFORMANCE_OF HERO HONDA TVS_AND BAJAJ BIKES By Des hraj_Singh ‘© hitp:/troindia.in/journalijcest/volSiss4part8/94-100.pdf ‘© http:/cbsmohali.org/ime/A%20Study%20A nalysing%20the%20Perception%200f%20Y oungster %20in%20Making%20Purchase.pdf © http://www .academia.edu/4932300/A_STUDY_ON_ CONSUMER BUYING_BEHAVIOR_TO WARDS_TWO_WHEELER_BIKES_IN_CONTEXT_TO_INDIAN MARKET ‘© http:/apjor.com/downloads/1109201415.pdf ‘© http:/apjor.com/downloads/1109201415.pdf DMS R.LT, Rajaramnagar Page 41& Name Consumer Satisfaction Toward Bike Of Royal Enfield ANNEXURE QUESTIONNAIRE 20-24 25-29 30-35 Above 35 Gender Male Female Other . Occupation Student Govt. Servant Ex- Serviceman Professional Self-Employed Other Classic 350 Classic 500 Bullet Electra Thunderbird 500 Thunderbird 350 Bullet 500 Bullet 350 Classic Chrome Classic Desert Storm Which model of Royal Enfield do you presently own?O Classic Battle Green 2 Bullet Machismo Continental GT 6. How you rate for your satisfaction level with respect to after sales service of your Royal Enfield bike? Highly Satisfied 1 Satisfied Dissatisfied 7. Do you agree that company acts towards the complaints lodged by the customers? G Yes a No Can't Say 8. What is the rate of fuel consumption for Royal Enfield Bike? Low a Average High 9. Are you satisfied with the bike’s mileage? O Yes No Can't say 10. Will you easily get spare parts of Royal Enfield in Market? Yes No Can't Say 11. When it comes to comfort and convenience, the Royal Enfield Bike is... Very Comfortable 1 Average Not Comfortable 12, Are you satisfied with the performance of the bike? Highly Satisfied Satisfied Dissatisfied13, What is the one thing you want to improve in bike? Speed Mileage Look 2 No need to Change 14, According to your opinion what can be done to improve Royal Enfield Bikes’ sales in local markets? Advertise more Provide better service Improve quality © Should reduce prices No need to improve 15. Overall satisfaction level has derived as expected from Royal Enfield Bike? Highly Dissatisfied Delighted 0 1 2 3 4 5 6 7 8 9 10