1

2 SUMMER TRAINING PROJECT REPORT

3 ON

4 (A STUDY ON CUSTOMER SATISFACTION OF AFTER SALES SERVICE

5 AT PRAKASH VEHICLES)
6 SUBMITTED TO

7
8 IN PARTIAL FULFILLMENT OF THE REQUIREMENT

9 FOR THE AWARD OF THE DEGREE OF

10

11 “BACHELOR OF BUSINESS ADMINISTRATION ”

12 Batch 2017-2018
13 Session 2019-2020
14

Submitted by: Supervised by:

(ASHISH AGRAWAL) (Dr. ANKITA SAXENA)

Student of BBA V Semester Asst. Professor -Dept. of Mgmt.

Roll No.174100034 GLA University, Mathura

1 I
15
2 II
16 CERTIFICATE

17 This is to certify that the summer training project report entitled “A STUDY ON

18 CUSTOMER SATISFACTION OF AFTER SALES SERVICE AT PRAKASH

19 VEHICLES”, is submitted by Mr.Ashish Agrawal, student of BBA V Semester of

20 “Institute of Business Management”, GLA University, Mathura, under my supervision for

21 the partial fulfillment for the award of the degree of Bachelor of Business Administration ,

22 Session 2019-20, Batch 2017-2018.

23

24 Place: Mathura

25 Date: ……………………

26

27

28 (………..………… )
29 Name & Signature of Supervisor

30

31

32

33

34

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36 DECLARATION

37

38 I ASHISH AGRAWAL, student of BBA (V Semester) Session 2019-2020, Batch 2017-

39 2018 hereby declare that my work entitled

40 “A STUDY ON CUSTOMER SATISFACTION OF AFTER SALES SERVICE

41 AT PRAKASH VEHICLES.”, is the outcome of genuine efforts done by me under the

42 able guidance of Dr. ANKITA SAXENA and being submitted to “Institute of Business

43 Management”, GLA University, Mathura as summer training project report in partial

44 fulfillment for the award of the degree of Bachelor of Business Administration.

45

46

47 Place: Mathura

48 Date: …………………………

49

50

51

52 Name: Ashish Agrawal

53 Course: BBA (V Semester)

54 University Roll
55 No.174100034

56

57

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59

60 ACKNOWLEDGEMENT
61
62 Firstly, I would like to express my sincere gratitude to Prof. A. M Agarwal – Pro Vice-
63 Chancellor and Director - IBM without whose blessings my summer training project work
64 would not be completed.

65 I also want to thank our HOD - Prof. Somesh Dhamija for providing me encouragement,
66 motivation and moral support throughout the project work.

67 In addition to this I would also like to thank Dr. ANKITA SAXENA, Assistant Professor IBM
68 who supervised my project. Under his unrelated support and guidance, my project has taken this
69 shape.

70 I am equally indebted to my family and friends who always inspired and motivated me to do
71 something better throughout this project.

72 At last I would like to extend my sincere thanks to all the respondents to whom I visited for
73 giving their support and valuable information, which helps me in completing my project work.

74

75 Ashish Agrawal

76 Course – BBA V sem.

77 University Roll No.174100034

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86

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88 EXECUTIVE SUMMARY

89
90 In the present business environment it is very difficult for any business to survive.
91 For survival every business unit has to differentiate it from others and to give
92 certain benefits to its customers keep doing business in long run.
93
94 As HONDA two wheeler is a very big organization and a big competitor in the
95 industry so it is necessary to change and adapt themselves as soon as possible.
96
97 In today's fast and developing world every person wants to try to manage their
98 speed. Every individual has wish to complete their work with high efficiency and
99 beyond the certain time limits. People use many source to maintain their speed
100 according to this era motorcycle is one of them. This project is directly relate it.
101
102 The objective of this study is to know customer satisfaction of after sales service at
103 Prakash Vehicles. Report is based on primary data.
104
105 The sample size of the research kept in mind seeing the size of Mainpuri city, and it
106 is 100 people for survey. And for survey I used Primary research method. After
107 doing survey, I have done the analysis and finding of a particular survey.
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138 TABLE OF CONTENTS
139
Sr. No. Particulars Page No.
01 About the company 1

1.1 Industry Information 1

1.2 Organization Information 11

02 Introduction of the topic 41

2.1 Introduction to the study 42
2.2 Background of the study 43
2.3 Literature Review 44-45
2.4 Problem Statement 46
2.5 Research Objective 47

03 Research Methodology 48
3.1 Research Design 49
3.2 Source/s of Data 50
3.3 Data Collection Method 51
3.4 Population 52
3.5 Sampling Method 53

04 Data Analysis & Interpretation 54

5.0 Findings, Conclusion , Limitation, 81

Recommendation of the study

6.0 Bibliography & Appendix 85

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165 ABOUT THE COMPANY
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199 1.1. Industry Information

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235
236 ABOUT THE INDUSTRY
237
238 The Indian two wheeler industry is growing staidly after a few lean months of
239 sales. In August 2017, the two wheeler industry grew over 14percent, with
240 market leader Hero Moto crop leading sales volume Hero is sold 6,61,490 two
241 wheelers in August, by Honda motor cycle and scooter India is in 2nd place,
242 selling 5,86,237 two wheelers. According to the data release by the society of
243 Indian automobile manufacturer, the Indian two wheeler industry sold nearly
244 19,00,000 two wheeler units in August. In the first two quarters of the current
245 financial year, in the period from April to August 2017, over 84,00,000 two
246 wheelers were sold in a India, a growth of 10% over the same period a year ago.
247
248 "The overall market sentiment is good right now. The interest rates are good,
249 rural markets are seeing recovery after a good monsoon, and effects of
250 demonetization are wearing off. So, we hope there is sustainable demand in the
251 next few months as well," said vishnu mathur, Director General, society of
252 Indian automobile manufactures(SIAM).
253
254 India's top two wheelers manufacturers by volume, Hero Moto corp., Honda
255 motorcycle and scooter India and TVS Motor company all showed impressive
256 growth rates in the first two quarters of current financial year. Honda grew by
257 over 20% in this period, while Royal Enfield grew by over 23%, selling over
258 3lakh motorcycles in the first two quarters. In August alone, Royal Enfield sold
259 over 66,000 motorcycle, the company's best-ever sales figure for a single
260 month. TVS Motor company, the third largest two wheeler manufacturer by
261 volume, sold a total of 11.64lakh two wheelers in the first two quarters.
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283 WORLD MARKET
284

285 India has overtaken china to emerge as the world's biggest market for two wheelers.
286 A total of 17.7 million two wheelers were sold here last year, that's over 48,000
287 units every day.
288
289 Neighboring China trailed with 16.8 million units sold, according to officials from
290 industry body Society of Indian Automobile Manufacturers (SIAM) as well as data
291 from China Association of Automobile Manufactures.
292
293 The market in China has been on a decline over the past few years, perhaps due to
294 the fast paced growth in car sales there as well as the curbs on petrol two wheelers
295 in top cities. "The Chinese market has been coming down from the highs of 25
296 million or so, reached a few years back, "says Sugato Sen, Deputy DG of Siam.
297 However, the sales of electric two wheelers have been on an upswing in China.
298
299 Indonesia is holding steady as the third largest two wheeler market with annual
300 sales estimated at 6 million units, Here too, volume have slipped from 6.5 million
301 units sold in 2015.
302

303 So, what clicks foe India when it comes to the two wheelers market? "The need for
304 mobility is very large in India, and we are one of the fastest developing economies
305 in the world, "says YS Guleria. Senior VP (Sales & Marketing) at Honda
306 Motorcycle and Scooter India (HMSI), the country's second biggest two wheeler
307 company.
308
309 Easier finance options, newer and more fuel efficient models, rising incomes have
310 only added to the push even as new business models, such as e-commerce, also help
311 purchases.
312
313 A top official at Hero Moto Corp. the country's biggest company, said that the
314 growth of infrastructure in smaller towns and non urban areas is helping demand.
315
316 "The massive government spending in rural programmes and large road
317 construction projects is leading to a pickup in volumes in smaller towns and
318 villages." said that official, who did not wish to be identified.
319
320
321
322
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326
327 In metros and the larger cities, the sales are also being aided by the choked
328 infrastructure. "People are buying two wheelers for shorter commute and errands,
329 even if they have a car. It is difficult to move around in congested cities, and even
330 more difficult to get a space to perk. So, two wheelers are increasingly becoming
331 the second vehicles in the household, "the official from Hero says.
332
333 Industry officials say that the market will continue to grow over the next few years.
334 "We will grow at around 9-11% over the coming years, "Honda's Guleria says.
335 The growth is not only being led by computer vehicles, but even larger and
336 expensive two wheelers are being sold in good numbers. Royal Enfield, which sells
337 bikes comfortably priced upwards of Rs 1lakh, has seen sales grow by over 30%
338 last year, and is now preparing to boost its production capacity.
339
340 "We have seen a massive demand in the past few years and are ramping up
341 capacity, " says Siddhartha Lal, CEO of Eicher Motors that sells the bikes. "India is
342 a market where sales are only going to go up, and there is enormous potential here."
343
344 Premium bike makers (those seling products priced upwards of Rs 5lakh) such as
345 UK's Triumph Motorcycles and American Harley Davidson have also been upping
346 their product portfolio and exposure in India.
347
348
349
350
351
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355
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374 INDIAN MARKET

375

376 The Indian automobile industry is one of the largest in the world. It contributes
377 7.1% to GDP and provides employment to 29 million people and contributes 13%
378 to excise revenue. The Indian automobile industry can be classified as below.
379 Total automobile production in India for FY17 was 25.31 million units, with two
380 wheelers forming 79% and passenger vehicles 15% of the total production. The
381 compounded annual growth rate (CAGR) for the period FY06-17 has been 9% with
382 the fastest growing segment being the passenger vehicles followed by two wheeler,
383 growing by 10% and 9% respectively. The industry is expected to grow 9-11% in
384 the future. The sector has attracted FDI investments worth 15.79 billion for the
385 period April 2000 to September 2016.
386 Domestic sales of scooters stood at 5.6 million units for year ending FY17.
387 Domestic scooter sales have grown at 16% CAGR for period FY14-17. There are 7
388 players currently in the scooter market . Three players Hero Moto Corp., Honda
389 Motorcycle & scooter India (HMSI) and TVS motors control 92% of the domestic
390 market. HMSI is the leader in the market, having a 60% market share. Honda sold
391 3.35 million units in FY17. Honda Activa is their best selling model and highest
392 selling scooter India, Activa sales for FY17 were 2.75 million units. The other best
393 selling models from the stable of Honda are Dio and Aviator with sales of 2,64,516
394 and 1,08,683 respectively. Hero Moto Corp. sold 0.94 million units in FY17 and
395 control 17% of the market. The best selling models from Hero are Maestro, Duet
396 and pleasure with sales of 3,78,347 and 1,46,404 respectively in FY17.
397 Domestic motorcycles sales stood at 11.09 million units in FY17. Sales have grown
398 at 2% CAGR in the period FY13-17. There are 11 players in the motorcycle market.
399 Five players Hero Moto Corp. , Bajaj auto, HMSI, TVS motors and Royal Enfield
400 control 93% of the market. Hero Moto Corp. is the leader with 50% market share,
401 splendor is the largest selling motorcycle in the country with sales of 2.5 million
402 units in FY17. Other models of Hero- passion, hf deluxe and glamour have sold
403 8,70,382 14,08,356 and 7,43,978 million units respectively. Bajaj auto has a market
404 share of 18% and its top models are pulsar, platina and CT100 with sales of
405 5,82,912 3,83,545 4,52,712 respectively in FY17. HMSI has a market shares of
406 12% its top model is CB shine with sales of 7,49,026. TVS and Royal Enfield have
407 market shares of 7% and 6% respectively. Bajaj auto has been losing market
408 share since FY13, its market
409

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411 share then was 24% compared to 18% in FY17. Hero Moto Corp. has also lost
412 market share since FY13, it was 53% versus 50% in FY17. The beneficiary of this
413 has been Royal Enfield which had a market share of 1% in FY17. And currently
414 enjoys a market share of 6%. It also needs to be noted that Bajaj auto is the leader
415 in exports , it exported 1.21 million units in FY17, comprising 52% of total exports
416 of two wheeler from India. Bajaj auto is only present in the motorcycle segment.
417
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468
469

470 GROWTH OF THE INDUSTRY

471

472 Apex industry body, the Society of Indian Automobile Manufacturers (SIAM),
473 has confirmed Auto car professional's sales analysis of the two wheeler
474 industry's domestic sales. Final sales numbers for FY2018 are: 20,192,672
475 units, which marks the first time that the industry has surpassed the 20 million
476 sales milestone.
477 The just ended FY2018 is turning out to a fiscal year full of new milestones.
478 While Maruti Suzuki India and Hero Moto Corp. have notched their very own
479 highs in the domestic market, the Indian two wheeler industry, which comprises
480 12 OEMs who reveal their monthly sales to apex body SIAM, has crossed the
481 20 million unit sales milestone for the first time.
482 As per industry statistics compiled by Auto car professional, cumulative sales
483 data of the top six OEMs which have announced their domestic market numbers
484 for fiscal year 2017-18 stacks up to 20,006,406 units, which is a robust 15.98 %
485 year on year growth. The Big Four - Hero Moto Corp., HMSI, TVS Motor Co.
486 and Bajaj Auto-along with Royal Enfield and Suzuki Motorcycle India.
487 Surpassing the 20 million mark also means that the Indian two wheeler industry
488 is poised to post double digit growth after six years. The last time was in
489 FY2012 when it grew 12.25% with sales of only six OEMs. The remaining six
490 have yet to reveal their fiscal performance, which means the big number for
491 FY2018 will get bigger.
492
493
494
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514

515 This achievement comes as a result of the top players notching their best ever
516 sales in a fiscal, starts with market leader Hero Moto Corp. The world's largest
517 two wheeler manufacturer has stuck true to its title with humongous sales of
518 7,587,130 units or 37.92% of the record 20,006,406 units sold by the six OEMs
519 under review. This is a world record for any two wheeler maker and constitutes
520 sale of 20,786 units sold on each day in FY2018. This also means every 20
521 seconds a Hero product was sold somewhere in the country. It is also the
522 company's best performance ever since its incorporation as Hero Honda Motors
523 in 1984.
524 Commenting on the company's performance, Pawan Munjal, CMD, Hero Moto
525 corp. said: "2017-18 has been a period of high growth where Hero Moto Corp.
526 achieved significant milestones, and set new benchmarks in the two wheeler
527 industry. Achieving the landmark 7 million annual sales milestone in both the
528 calendar year 2017 and fiscal year 2017-18 is a clear indication that Hero
529 continues to be the preferred choice of customers across markets. Our overall
530 global sales growth has given further impetus to our global expansion plans. We
531 are determined and focused on bringing technologically advanced products for
532 our customers across the globe, building our production capacities and
533 expanding our customer touch points."

534 Hero recently laid the foundation stone of its eighth manufacturing site at
535 Chittoor(Andhra Pradesh). The last fiscal also witnessed Hero Moto Corp. start
536 operations at its Bangladesh based assembly unit (in May 2017).
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537 FY2017-18 highlights a critical change in Hero Moto Corp's direction, revealed
538 through new product unveils and strategy. In H2 FY2018, it unveiled premium
539 products such as the 200cc X pulse and X treme 200R motorcycles and the
540 125cc Maestro Edge 125 and Duet 125 scooters. To drive sales at the entry
541 level, the company has recently infused new, updated models to its commuter
542 motorcycle portfolio strengthening the Passion and Splendor brands in the form
543 of the 110cc Passion Pro, Passion X pro and the 125cc Super Splendor.
544 Honda is biggest volume gainer in FY2018 meanwhile, Honda Motorcycle and
545 Scooter India (HMSI) stands out as the biggest volume gainer, surpassing Hero
546 Moto Corp, HMSI has added new volumes of more than one million units in the
547 12 months period of FY2017-18, a commendable sales record. In FY2018, the
548 company sold 57,75,243 units, thereby registering, according to HMSI, a new
549 world record of adding new sales of over a million units in a single fiscal-
550 additional volumes of 1,050,176 units over its FY2016-17 sales of 4,725,067
551 units.
552
553 According to Yadvinder Singh Guleria, Senior VP (Sales and Marketing),
554 "Honda 2Wheelers India is the only two wheeler company in the world to grow
555 at a pace witnessed never before, adding over 1 million incremental customers
556 in a single year. With four brand new models, new capacity infusion, addition of
557 500 new network outlets increasing our reach to hinterlands, Honda
558 successfully consolidated its leadership further in scooter segment while
559 aggressively gaining new motorcycle customers."
560
561 Honda's growth comes on the back of the ever growing popularity of its iconic
562 Activa scooters, its class leading 125cc CB Shine models and the new found
563 traction in the premium 160cc computer motorcycle segment via CB Hornet
564 160R and CB Unicorn 160. And in an effort to further boost its presence in the
565 growing 160cc motorcycle segment, it recently rolled out the stylish X-Blade,
566 which borrows the engine from other 160cc siblings.
567
568 The company is also recording good transaction in the premium 125cc scooter
569 segment with the Grazia riding into the popular charts within a month of its
570 domestic launch. Auto car professional estimates the Grazia scooter is garnering
571 additional volumes of 20,000-25,000 units every month. This appears to be a
572 good sign for the company as rivals like Hero Moto Corp, TVS and Suzuki are
573 eye the surging 125cc scooter segment.
574
575 It is noteworthy to mention that Honda has gone a step further by introducing
576 the 2018 edition of its 250cc CBR 250R and the 160cc CB Hornet 160R with
577 much desired safety feature of the anti lock breaking system (ABS). Other new
578 additions to its vast portfolio includes the 2018 edition of the 125cc CB Shine
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580 and the 110cc Livo and Dream Yuga models aimed at boosting sales at the entry
581 level.
582
583 TVS notched record sales, Jupiter shines brighter India's third largest two
584 wheeler company, TVS motor Co, sold 3,367,000 units in FY2018, up 17.81%
585 (FY2017: 2,858,000). Credit for this strong performance goes to the 110cc
586 Jupiter scooter, which is leading from the front along with the iconic moped
587 (TVS Super XL) as the bestselling two wheeler models from the Chennai based
588 manufacturer.
589
590 The company is working hard to push its presence in the premium segments,
591 amply seen in its new product launches. It has added three new models under its
592 premium motorcycle Apache brand including the 310cc Apache 310RR as its
593 flagship model in December, followed by the updated RTR 200 4V version
594 2.0in January and the RTR160 4V in March. On the scooter front, TVS has
595 forayed into the 125cc segment with its NTORQ 125, which offers a host of
596 unique features.
597
598 The company has high hopes from the entry-level Apache model – the RTR 160
599 4V – which is understood to be the bestselling motorcycle under the Apache
600 brand.
601
602 Bajaj Auto feels the heat in India, but is a king in exports Bajaj Auto, India's
603 fourth largest two wheeler player, missed the two million unit sales mark by a
604 whisker, selling 1,974,577 units in FY2017-18, a marginal decline of 1.34%
605 YOY. The company recently rolled out the 2018 edition of its popular range
606 including the Pulsar, Avenger and has also lunched new models under its
607 Discover umbrella to boost sales.
608
609 At the premium end, while its 375cc Dominar model has failed to gamer a good
610 response from the domestic market, the KTM range appears to be in consistent
611 demand among the select customer profiles looking for premium street and
612 sport bikes. It remains to be seen how Bajaj Auto responds to the changing
613 dynamics of the motorcycle market and defines the future roadmap of its
614 bestselling range - the Pulsar umbrella.
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642 1.2. Organization Information

643
644
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671 ABOUT ORGANIZATION

672
673
674 Company Name : PRAKASH VEHICLES PVT. LTD.
675 Corporate Office : " PRAKASH VEHICLES", Kachehri Road,
676 Mainpuri

677 Telephone No. : +91 9808855101

678

679 Employees: 01- showroom

680 01-workshop
681 Main Product: Two-wheeler scooter and motorcycle
682 Banker: HDFC Bank
683 Market: Mainpuri district
684 Establishment year: 2015
685 Time Keeping: 9am to 8pm
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715
716 ORGANIZATIONAL STRUCTURE
717
718
719

COMPANY

SECERETARY
FINANCE

CHARTED

ACCOUNTANT

SALESMAN

MARKETING

FIELD PERSON

HUMAN
HUMAN
OWNER
RESOURCE
RESOURCE MANAGER

INSURANCE

ADMINISTRATION

BILLING

ACCIDENT

DEPARTMENT
SERVICE WORKSHOP

TECHNICAL

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748 INTRODUCTION TO FUNCTIONAL DEPARTMENTS

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750
751
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754 FINANCE DEPARTMENT
755
756
757
758
759

760 Contents:
761
762  Introduction
763  Owner & Borrowed fund
764  Sources of finance
765
766
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799

800 Introduction to Department

801

802
803 Proprietorship, partnership and company, these are the parts of business styles
804 and all business's basic need can't be fulfill without finance. Finance is the first
805 element of the firm. It can't be setup without finance.
806
807 Finance is like blood of business. There is proverb said that" Business take
808 money to make money"
809
810 Finance is required for purchasing material required for service like tools, oils,
811 special machines etc. also required to pay wages and salary to employees, fuel,
812 etc. So, everything is brought by finance and without finance business can't be
813 survive.
814
815 So, finance is basic need of every business as it keeps enterprises dynamic.
816 Thus, success of every business mostly depends upon the financial position of
817 the business.
818
819
820
821
822
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846
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848
849
850 Owned and Borrowed Capital
851
852
853 Capital structure of the firm is to make up frame of composition of
854 capitalization. It decides proportion of the funds to be raised by issue of
855 ownership capital and amount to be raised by borrowing tacking into accounts
856 of capital and it is impact on stability of company.
857
858
859
860
861
862 Sources of Finance
863
864
865 Adequate sources of capital must be developed by every business unit. A
866 business run by a sole proprietor or a partnership mainly relies on owner capital.
867 But further growth or expansion is surely limited for want of additional capital
868 in case of all proprietary concerned.
869 In case of company's large amount of capital is required and can be raised from
870 number of sources. Capital available for company may be described is owners,
871 bank, financial institutions, long term funds etc.
872

873 Mainpuri Honda has mainly three types of funds.

874  Owners fund
875  Inventory fund
876  HDFC bank
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885
886

887

888

889 MARKETING DEPARTMENT

890
891
892
893
894
895 Contents:
896  Introduction
897  Distribution Channel
898  Product of the Company
899
900
901
902
903
904
905
906
907
908
909
910
911
912
913
914
915
916
917
918
919
920
921
922
923
924
925
926
927
928
929
930
931
49 21

50
932
933
934
935
936
937
938
939
940
941
942
943
944
945 Introduction to Marketing Department
946
947
948 "The management process through which goods and services move from
949 concept to the customer. It includes the co-ordination of four elements called
950 4p's of marketing."
951

952 Marketing management has gained importance to meet increasing competition

953 and the need for improved methods of distribution to reduce cost and to
954 increase profits. Marketing management today is the most important function in
955 a commercial and business enterprise.
956
957
958
959
960
961
962
963
964
965
966
967
968
969
970
971
972
973
974
975
976
977
978
979
980

51 22

52
 981
982
983
984
985
986
987
988
989
990
991
992
993
994
995
996 Distribution Channel
997

998 A distribution channel is a chain of business or intermediaries through which a

999 goods or service passes until it reaches to the end consumers. It can include
1000 wholesalers, retailers, distributors and even the internet if self, channel are
1001 broken into direct and indirect forms with a "direct" channel allowing the
1002 consumer to buy the goods from the manufacturer and an "indirect" channel
1003 allowing the consumer to buy the goods from a wholesaler or retailer.
1004

1005 LEVEL OF DISTRIBUTION CHANNEL

1006 1. Zero level channel:
1007 When the distribution of the product is direct from the producer to the consumer
1008 or the user. This is also called direct selling..
1009 2. One level channel:
1010 When the product is not sent directly from the producer to the consumer but the
1011 producer sells the product to the retailer who in turn sells to the consumer. This
1012 channel is also known as distribution through retailers.
1013 3. Two level channel:
1014 When there are two levels of different kinds of intermediaries between the
1015 producer and the consumer. In other words under this channel the manufacturer
1016 sells the product to the retailer and who finally sells to the consumer. This is

53 23

54
1017 also called as distribution through wholesalers and retailers.
1018
1019
1020
1021
1022
1023
1024
1025
1026
1027
1028
1029
1030
1031
1032
1033 CHART
1034
1035
1036
1037

1
Manufacturer

2
Dealers

3
Consumers

1039
1040
1041
1042
1043
1044
1045
1046
1047
1048
1049
1050
1051

55 24

56
1052
1053
1054
1055
1056
1057
1058
1059
1060
1061
1062
1063
1064
1065
1066
1067
1068
1069 Products of the Company
1070
1071

1073
1074

1075 Activa
1076
1077
1078

57 25

58
 1079
1080

1081 Aviator
1082
1083
1084
1085
1086
1087
1088
1089
1090
1091

1092 Hornet

59 26
60
1093
1094

1095 CBR
1096

61 27

62
1097 Cliq
1098
1099

1100
1101
1102
1103

1104 HONDA Neo

63 28

64
1105
1106

1107

65 29

66
1108

1109 HUMAN RESOURCE DEPARTMENT

1110
1111
1112
1113
1114
1115
1116
1117
1118 Contents:
1119  Introduction
1120  Total Employees & Classification
1121  Dealers Relation
1122  Individual Relation
1123  Salary & Incentives
1124
1125
1126
1127
1128
1129
1130
1131
1132
1133
1134
1135
1136
1137
1138
1139
1140
1141
1142
1143
1144
1145
1146
1147
1148
1149
1150
1151
1152
1153
1154
1155

67 30

68
1156
1157
1158
1159
1160

1161 Introduction to HR Department

1162
1163
1164
1165 "Personnel department is that part which is primary concerned with human
1166 resource of organization"
1167 -Brech
1168
1169
1170 Personnel management is with the proper utilization of the human factor in
1171 business, today the human element is considered to be the most valuable assets
1172 over a period of i,e, the important management has been increasing so much in
1173 large organization.
1174

1175 Personnel department is also connected with training and development of

1176 employee and providing them proper wage and salary. It is said that employee
1177 are over one of the most important asset as of the importance of human
1178 resources and its complexity due to every changing psychology and behavior.
1179

1180 In " Mainpuri Honda" personnel management is very sound and effective. It is
1181 because of effort of personnel management that " Mainpuri Honda" has not
1182 seen any strike in organization till date.
1183
1184
1185
1186
1187
1188
1189
1190
1191
1192
1193
1194

69 31

70
1195
1196
1197
1198
1199
1200
1201
1202
1203 Total Employees and its Classification
1204
1205
1206 Employees hold a key place in business. No business enterprise can exist and
1207 function without employees the success of business enterprise depends to a
1208 large extent on the growth of business depends mainly on employees.
1209 In the above discussion "Mainpuri Honda" is appointing proper employee at
1210 proper place. In this particular firm total employees are 55. Classification of
1211 55 employees are as under
1212
1213
1214
1215
1216
1217
1218
1219
1220

55
Employees
25- in
showroom

30- in
workshop
71 32

72
1221
1222
1223
1224
1225
1226
1227
1228
1229
1230
1231 Dealers Relations
1232
1233
1234 "Mainpuri Honda" has maintained good industrial relation between other
1235 industries like they competitors, raw material provider, industry and they have
1236 maintained also good relation with his customer like wholesaler, retailers and
1237 direct customer.
1238 They have followed all the rules of industrial association "Mainpuri Honda" has
1239 good relation to other Dealers and it also has good relation to Dealers in etah,
1240 Aligarh, Bulandshahar and Agra. This firm is maintaining easy communication
1241 to other Dealers by Telephone and E-mails.
1242 "Mainpuri Honda" has followed all the rules of the company law. Thus, it has
1243 maintained good relation with all the Dealers of UP west & also other state
1244 Dealers. Good relation between employees and employers is seen in this
1245 company.
1246
1247
1248
1249
1250
1251
1252
1253
1254
1255
1256
1257
1258
1259
1260
1261
1262
1263
1264
1265
73 33

74
1266
1267
1268
1269
1270
1271
1272
1273
1274 Individual Relations
1275

1276 "Mainpuri Honda" also have relation in the entire industry. Top management
1277 direct involve in day-today activities of the industry.
1278
1279 If any problems of employees are not solved by supervisor then the problem can
1280 be solved by firm's management. Company provides many facilities to the
1281 employees like Bonus, Extra wages, for more work promotion, increase salary,
1282 leaves, and medical facility as well.
1283

1284  Other Facilities

1285 In spite of the above facilities, it provides sweets on various occasions and also
1286 show some movie to entertain them.
1287  Medical Facilities
1288 Till labors are working in the firm medical facility and medicines to the workers
1289 and thus, company also have a doctor in the firm.
1290  Loan Facilities
1291 When labor needs money for emergency company provides loan facility as well.
1292
1293
1294
1295
1296
1297
1298
1299
1300
1301
1302
1303
1304
1305
1306
1307
1308
75 34

76
1309
1310
1311
1312
1313
1314
1315
1316
1317
1318
1319 SALARY AND INCENTIVES
1320
1321
1322 Worker and employees are being rewarded for their services to organization.
1323 This monetary return is called as salary or wages. Maximum of all problems
1324 encountered by the employees, most of them are relating to the remuneration
1325 provided by firm in form of salary or wages. If the return is given to employee
1326 for giving their mental stress, it is called add salary and if workers give their
1327 physical stress, it is called wages.
1328

1329 Other than this, there are also incentives related to achieving targets of
1330 servicing, selling accessories per vehicles per vehicle, etc. the wages are paid
1331 according to the above mentioned method and salaries and incentives are both
1332 paid at the end of the month.
1333

1334 There is one main type of incentive offered that is

1335 -
1336

1337

1338

1339

1340

1341

1342

1343
77 35

78
1344

1345

1346

1347

1348

1349

1350

1351 INCENTIVES PER VEHICLE

1352
1353
1354
1355
1356
1357
1358 SCOOTERS TOTAL
1359
1360
MODEL FULL ACC EW/AMC
1361 Activa 3G 75 25 50
1362
1363
Activa 125 200 20 30 250
1364 Dio 200 20 30 250
1365
1366 Aviator 280 20 30 330
1367 Activa I 280 20 30 330
1368
1369 Cliq 150 20 30 200
1370 Grazia 150 20 30 200
1371
1372 MOTORCYCLES EW AMC TOTAL
1373 Shine 50 20 30 100
1374
1375 Shine disc 200 20 30 250
1376 20 30
1377
Shine SP 150 200
1378 Shine SP disc 200 20 30 250
1379
1380 Dream yuga 150 20 30 200
1381 Dream neo 150 20 30 200
1382
1383 CD 110 150 20 30 200
1384 Livo 200 20 30 250
1385
1386 Livo disc 200 20 30 250
1387 20 30
1388
Unicorn 160 350 400
1389 Hornet 350 20 30 400
1390
1391 CBR 150/250 500 20 30 550
1392 INSURANCE
1393
1394 2 Years 50
1395 3 Years 50
1396
79 36

80
1397
1398
1399
1400
1401

1402

1403

1404 ADMINISTRATION DEPARTMENT

1405
1406
1407
1408
1409
1410
1411

1412 Contents:
1413

1414  Introduction
1415  Billing
1416  Extra Warranty
1417  Annual Service
1418  CR Department
1419  Tele-Calling
1420
1421
1422
1423
1424
1425
1426
1427
1428
1429
1430
1431
1432
1433
1434
1435
1436
1437
1438
1439
1440
1441
1442

81 37

82
1443
1444
1445
1446
1447
1448
1449
1450
1451
1452
1453
1454
1455
1456
1457 Introduction to Admin Department
1458

1459 Admin department is generally about the back office work. Elaborately it is
1460 about administration of overall premises. Like admin person looks after
1461 facilities keep up for customers and workers as well.
1462
1463 While those for back office for service looks after billing and collection of
1464 customer's information for doing customer's work done properly.
1465 They also look after the policies extra warranty and insurance related work for
1466 the customers.
1467
1468 Annual service packages are sold as well. When customer comes for service
1469 they are given brief information about annual service package which brings ease
1470 for customers.
1471
1472 For certain task related to customer relation, customer relationship executive is
1473 hired. She is supervised by service manager during work. Who does the task of
1474 taking feedback after service, reminders of services, etc. Also gives birthday
1475 greetings to regular customer.
1476
1477 Tele caller is appointed for the task mentioned above who is accompanied by
1478 CRE (Customer Relation Executive).
1479
1480
1481
1482
1483
1484
1485
1486
1487
1488
83 38

84
1489
1490
1491
1492
1493
1494
1495
1496
1497
1498
1499
1500
1501
1502
1503
1504 SERVICE DEPARTMENT
1505
1506
1507
1508
1509
1510 Contents:
1511

1512  Introduction
1513  Machines, Tools Materials
1514  Service process
1515  Service process chart
1516
1517
1518
1519
1520
1521
1522
1523
1524
1525
1526
1527
1528
1529
1530
1531
1532
1533
1534
1535
1536
1537
1538
1539
1540
1541
85 39

86
1542
1543
1544
1545
1546
1547
1548
1549
1550
1551
1552
1553
1554
1555
1556
1557
1558
1559
1560 Introduction to Service Department
1561
1562
1563 Service is an organizational activity of giving customer satisfaction after sales.
1564 After sales satisfaction is a huge platform of attracting more customers in
1565 future. If customer satisfaction attracts existing customers it can be a great way
1566 of future increase in sales.
1567

1568 Servicing is the precious work of the unit because without consumer satisfaction
1569 we can't create any product demand. So we can say servicing is the secondary
1570 part of the organization.
1571

1572 The service function of a business is concerned with the creation of a service to
1573 satisfy customer need, wants and desire. Sales in concern with Rajkot Honda we
1574 can say are the main and core function while in service includes all other
1575 activity that is developed around the sales activity.
1576

1577 So now, let's understand the service department of "Mainpuri Honda"

1578
1579
1580
1581
1582
1583
87 40

88
1584
1585
1586
1587
1588
1589
1590
1591
1592
1593
1594
1595
1596
1597
1598
1599
1600
1601
1602
1603
1604 Machines, tools and Materials
1605
1606
1607 Material and equipments required for service plays a vital role in servicing
1608 process. If adequate and abundance material are not easily available resulted in
1609 cost of production is high.
1610
1611 In "Mainpuri Honda" they purchase better material. They want to minimize cost
1612 and give service in reasonable rates.
1613
1614 They have purchase material in local market like Kasganj, Etah, Agra, Aligarh.
1615 They have purchase in bulk and large number of quality of material
1616 (oil/bolts/parts) therefore they have separate room in the Workshop to store the
1617 material.
1618
1619
1620
1621
1622
1623
1624
1625
1626
1627
1628
1629
1630
1631
1632
1633
1634
1635
1636
1637
89 41

90
1638
1639
1640
1641
1642
1643
1644\\
1645
1646
1647
1648
1649
1650

1651 Service Process

1652
1653

1654  First of all A vehicle TAG NUMBER is allocated to every vehicle coming in
1655 the workshop for service.
1656  After that a JOB CARD IS OPENED for the vehicle which contains the
1657 details to be covered for service.
1658  After all the paperwork is done, the vehicle is sent to WASHING department
1659 for wash.
1660  Then after, the vehicle is sent for SERVICING according to allocated details
1661 in the job card.
1662  Then the supervisor INSPACTS THE VEHICLE with the paper details to
1663 ensure the best of service.
1664  After completion of the entire service process, BILLING PROCESS is done.
1665  Finally, delivering the vehicle is done along with the detailed
1666 EXPLAINATION OF WORK that is done by the service advisor.
1667  After the entire process, by tele-callers FEEDBACKS are taken from the
1668 customers.
1669
1670
1671
1672
1673
1674
1675
1676
1677
1678
1679
1680
1681
1682
1683
1684
1685
1686
1687
1688
91 42

92
1689
1690
1691
1692
1693
1694
1695
1696
1697
1698
1699
1700
1701
1702
1703
1704
1705 Service Process Chart
1706
1707
1708
1709
1710
1711
1712
1713
1714

Allocating Processing of
Vehicle Tag Allocated Biling Process
Number Work

Final Delivering the

Opening of Job
Inspection of Vehicle To the
Card Work Customer

Washing of Polishing Of
Feedback
Vehicle Vehicle

1716
1717
1718
1719
1720

93 43

94
1721
1722
1723
1724
1725
1726
1727
1728
1729
1730
1731
1732
1733
1734
1735
1736 SWOT Analysis
1737
1738
1739
1740 Strength
1741  Low operational cost
1742  Presence of distribution channel in both rural and urban areas
1743  Best quality
1744  Financially strong position
1745  Diversified product portfolio
1746
1747 Weakness
1748  Lack of professionalism in some aspects
1749  Lack of investment in research and development leading to innovative
1750 products
1751
1752 Opportunity
1753  Company can increase sell in upcoming years
1754  Company can increase sales in rural
1755
1756 Threats
1757  Competition increasing
1758
1759
1760
1761
1762
1763
1764
1765
1766
1767
1768
1769
95 44

96
1770
1771
1772
1773
1774
1775
1776
1777
1778
1779
1780
1781
1782
1783
1784
1785
1786
1787
1788
1789
1790
1791
1792
1793
1794
1795
1796
1797
1798
1799

1800

1801
1802 INTRODUCTION OF THE TOPIC
1803
1804
1805
1806
1807
1808
1809
1810
1811
1812
1813
1814
1815
1816
1817
1818
1819
1820
1821
1822
1823
1824
1825
1826

97 45

98
1827
1828
1829
1830
1831
1832
1833
1834
1835
1836
1837
1838
1839
1840
1841 2.1.INTRODUCTION TO THE STUDY
1842
1843
1844 Customer satisfaction is related to the human activity directed at satisfying
1845 wants through the exchange of goods and service.
1846
1847 Satisfying the customers occupies a most important position in business
1848 management. Customer satisfaction plays a crucial and critical role as it deals
1849 with customers and their needs. The major task of organization is to satisfy
1850 customers by meeting their needs and wants.
1851
1852 The essence of organization is the customer and not the product shall be the
1853 heart of the entire business system. It emphasizes on customer oriented
1854 business. Policies and programs, which are formulated to serve efficiently the
1855 customer demand.
1856
1857 "Satisfaction of a customer is so basic that it cannot be considered as a separate
1858 function. It is the way whole business seen from the point of view of its final
1859 results i.e., from the customer's point of view."
1860
1861 A customer is the king and has the right to choose from a large variety of
1862 offering . He is the main person around which all business evolves. Today
1863 market is a more customer oriented in the sense all the business operations
1864 revolve around satisfying the customer by meeting their needs through effective
1865 service.
1866
1867 Thus, business is often dynamic, challenging and rewarding. It can also be
1868 frustrating and even disappointing but never dull. The topic "Customer
1869 satisfaction after Sales and service " is chosen to study the service provided by
99 46

100
1870 Mainpuri Honda who are the dealers of Honda in the city of Mainpuri. This
1871 project deals with how Mainpuri Honda defines its consumer and uses its
1872 resources in the best way to attract and satisfy their needs and wants
1873 competitively and profitably. Here satisfying customers limited only till the
1874 service is provided after sales, but they include all functions necessary to satisfy
1875 the customer such as financing, after sales services, etc.
1876
1877
1878
1879
1880
1881
1882
1883
1884
1885
1886
1887 2.2.BACKGROUND OF THE STUDY
1888
1889 Customer is one for whom you satisfy a want or need in return for some of
1890 payment. The payment may be money, may be time, or may be goodwill but
1891 there is some form of payment. Satisfaction is the level of person felt state by
1892 comparing products perceived in relation to the person's expectations.
1893
1894 Satisfaction level is function of the difference between perceived performance
1895 and expectations. If the performance falls short of expectations, the customer is
1896 not satisfied. If the performance matches the expectations the customer's are
1897 highly satisfied. If the performance is beyond his expectations the customer is
1898 thrilled.
1899
1900 Customer satisfaction is customer's positive or negative feeling about the value
1901 that was perceived as a result of using particular organization's offering in
1902 specific used reaction to a series of use situation experience. According to Peter
1903 F. Drucker, the purpose of business is to create and then retain a satisfied
1904 customer. A society supports business because they serve its member's by
1905 catering to their needs and leave them satisfied. If business dissatisfied its
1906 customer's and not only these customers stop availing service, but society at
1907 large will condemn the firm and may even penalize it to the point of its
1908 expectation.
1909
1910
1911
1912
1913
1914
1915
1916
1917
1918
101 47

102
1919
1920
1921
1922
1923
1924
1925
1926
1927
1928
1929
1930
1931
1932
1933
1934
1935

1936 2.3. LITRECTURE REVIEW

1937
1938 A study conducted by KAVITA DUA (2013) on customer satisfaction,
1939 Satisfaction is crucial concern for both organization and customers. satisfaction
1940 is a subjective concern and therefore difficult to determine. It depends on many
1941 factors and varies from person to person and product to product. The
1942 importance of customer satisfaction in strategy development for customers and
1943 market oriented cannot be under determine. Now a day it has become very
1944 important factor for each and every organization to enhance the level of
1945 customer satisfaction the overall study reveals that it was found that the
1946 customer are mostly satisfied with price, design, safety, millage, brand name
1947 and after sales service
1948
1949 A study conducted by KHALED NAWASER (2011) in this research customer
1950 service quality ,product quality, customer satisfaction and loyalty can be
1951 measured at different stages for example at the beginning of the purchase and
1952 one or two year after purchase. The population of the study is all of the TATA
1953 INDICA car owners in Pune. Hypothesis of the study will analyze using
1954 regression and ANOVA. Result of the study shows that there are high positive
1955 co relation between the construct of customer service and product quality with
1956 customer satisfaction and loyalty
1957
1958 A study conducted by NAZIM HUSSAIN AND WAHEED AKBAR
1959 (2011).This is an empirical study on after sales quality of Pakistan's automotive
1960 battery manufacturer the research measure the quality of service in atlas battery.
1961 Selling product with the brand name of AGS by using the SER QUAL method
1962 the data was collected using an instrument from previous study to study the
1963 impact of quality of after sales service on customer satisfaction . The main
1964 variables effecting customer satisfaction are product quality and social
103 48

104
1965 responsibility. The result reveal that customer satisfaction increase with batter
1966 service delivery.
1967
1968 A study conducted by FARRIS (2010). Customer satisfaction is an ambiguous
1969 and abstract concept and the actual manifestation of the state of satisfaction will
1970 vary from person to person and product to product and service to service.
1971 Customer satisfaction, a term frequently used in marketing, it is measure of how
1972 products and service supplied by a company meet or surpass customer
1973 expectation. Customer satisfaction is defined as "the number of customers, or
1974 percentage of total customers, whose reported experience with a firm, its
1975 products, or its services exceeds specified satisfaction goals."
1976
1977
1978
1979
1980
1981 A study conducted by PAESURAMAN. the measurement of customer
1982 satisfaction with a service by using the gap between the customers expectation
1983 of performance and their perceived experience of performance. This provides
1984 the measure with a satisfaction "gap" which is objective and quantitative in
1985 nature.
1986
1987 According to KIM, PARK and JEONG(2004) customer satisfaction is
1988 customer's reaction to the state of satisfaction, and customer's judgment of
1989 satisfaction level. Customer satisfaction is very important in today's business
1990 world as according to DANG ET AL.,(2009) the ability of a service provider to
1991 create high degree of satisfaction is crucial for product differentiation and
1992 developing strong relationship with customers.
1993
1994
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
105 49

106
2016
2017
2018
2019
2020
2021
2022
2023
2024
2025
2026
2027
2028
2029
2030
2031
2032
2033
2034
2035
2036F
2037 2.4. PROBLEM STATEMENT
2038
2039 Research problem in general sense to decide general area of interest or aspect of
2040 a subject matter that a researcher would like to inquire into. Essentially two
2041 steps are involved in formulating research problem viz, understanding the
2042 problem thoroughly, and rephrasing the same into meaningful terms from an
2043 analytical point of view.
2044
2045 As mentioned above, the primary aim of the assignment is to analyze the
2046 customer satisfaction and after sales services at Mainpuri Honda
2047
2048
2049
2050
2051
2052
2053
2054
2055
2056
2057
2058
2059
2060
2061
2062
2063
2064
2065
2066
2067
2068
2069
2070
107 50

108
2071
2072
2073
2074
2075
2076
2077
2078
2079
2080
2081
2082
2083
2084
2085
2086
2087
2088
2089
2090
2091
2092
2093 2.5. RESERCH OBJECTIVE
2094
2095
2096  To know the customer satisfaction in Mainpuri Honda .
2097  To know the current scenario of automobile industry with special reference to
2098 Mainpuri city.
2099  To know the purchasing behavior of customers in two wheeler sector in
2100 Mainpuri city.
2101  To find out the customer's expectations about Mainpuri Honda.
2102  To know the reputation of the company in the market.
2103
2104
2105
2106
2107
2108
2109
2110
2111
2112
2113
2114
2115
2116
2117
2118
2119
2120
2121
2122
2123
2124
2125
109 51

110
2126
2127
2128
2129
2130
2131
2132
2133
2134
2135
2136
2137
2138
2139
2140
2141
2142
2143
2144
2145
2146
2147
2148
2149
2150

2151

2152

2153

2154

2155

2156 RESEARCH METHODOLOGY

2157
2158
2159
2160
2161
2162
2163
2164
2165
2166
2167
2168
2169
2170
2171
2172
2173
2174
111 52

112
2175
2176
2177
2178
2179
2180
2181
2182
2183
2184
2185
2186
2187
2188
2189
2190
2191
2192
2193 3.1. RESEARCH DESIGN
2194 A research design is a framework or blue print for conducting the research
2195 project. It details the procedure necessary for obtaining the information needed
2196 to structure and solve research problem. A research design lays the foundation
2197 for conducting the project.
2198
2199 The cross-sectional descriptive research design is used for conducting this
2200 research work because this design enables the researcher to study the problem at
2201 given point of time of the population of interest.
2202
2203 To identify the problem, to develop and approach the problem and to formulate
2204 an appropriate research design, primary research is used. Several people who
2205 were visited the showroom of Mainpuri Honda were identified and primary
2206 data were collected from respondents using structured questionnaire.
2207
2208 Firstly pilot study will be done and its output will be used for the formulation of
2209 questionnaire especially for item construction for the scale to measure the
2210 satisfaction level. A structured questionnaire will be designed for quantitative
2211 research and will be pre-tested before using as a final instrument for collecting
2212 the data.
2213
2214
2215
113 53

114
2216
2217
2218
2219
2220
2221
2222
2223
2224
2225
2226
2227
2228
2229
2230
2231
2232
2233
2234
2235
2236 3.2.SOURCES OF DATA
2237

2238 A research project may depend upon two types of data.

2239
2240 1. Primary data
2241 2. Secondary data
2242
2243

2244 1. Primary Data

2245
2246 Primary data are those data which are collected directly by the researchers
2247 themselves. But, the process of collecting primary data is more complicated the
2248 primary data is collected by using primary methods such as questionnaires,
2249 interviews, observations, etc. For this study questionnaires are used to collect
2250 primary data from the customers.
2251
2252 2. Secondary Data
2253
2254 Secondary data mainly include past records or reports of any organization. Any
2255 article or report published in newspapers, books etc. the data can be collected at
2256 less cost of time and money.
115 54

116
2257
2258
2259
2260
2261
2262
2263
2264
2265
2266
2267
2268
2269
2270
2271
2272
2273
2274
2275
2276
2277
2278
2279
2280 3.3.DATA COLLECTION METHOD
2281

2282 To collect information for the study from customers, primary research is used.
2283 Secondary data has been collected from books, journals, newspaper, internet
2284 etc. Structured questionnaire was used as instrument for collecting the primary
2285 data. The response were recorded and measured by using nominal scale and
2286 likert scale. The data collected thus was quantitative in nature. The
2287 questionnaire was pre- tested before final use.
2288
2289 Data collection is the process of gathering and measuring information on
2290 variables of interest, in an established systematic fashion that enables one to
2291 answer stated research questions, test hypothesis, and evaluate outcomes. The
2292 data collection component of research is common to all fields of study including
2293 physical and social sciences, humanities, business, etc. While methods vary by
2294 discipline, the emphasis on ensuring accurate and honest collection remains the
2295 same.
2296
2297 The data collection also the respondents refuse to cooperate do not provide any

117 55

118
2298 information and sometimes provide wrong information. A survey method is the
2299 fact that the individual of the interviewer or questionnaire of way of makes a big
2300 difference in from interviewers.
2301
2302
2303
2304
2305
2306
2307
2308
2309
2310
2311
2312
2313
2314
2315
2316
2317
2318
2319 3.4. POPULATION
2320

2321 "A population , in statistics and other areas of mathematics, is a discrete group of
2322 people, animals or things that can be identified by at least one common
2323 characteristic for the purposes of data and analysis."
2324 In my research work my target population is the consumers which are living in
2325 the Mainpuri city.
2326
2327
2328
2329
2330
2331
2332
2333
2334
2335
2336
2337

2338

2339

2340
119 56

120
2341

2342

2343

2344

2345

2346

2347
2348
2349
2350
2351 3.5.SAMPLE SIZE
2352

2353 Data was collected from 100 respondents as a sample in this report.
2354
2355
2356
2357
2358
2359
2360
2361
2362
2363
2364
2365
2366
2367
2368
2369
2370
2371
2372
2373
2374
2375
2376
2377
2378
2379
2380
2381
2382
2383

121 57

122
2384
2385
2386
2387
2388
2389
2390
2391
2392
2393
2394

2395 3.6.SAMPLING METHOD

2396
2397
2398 The sampling procedure used will be convenience sampling combined with
2399 judgmental sampling. Samples have been taken into consideration on the basis
2400 of criteria which includes that respondent should be a customers are satisfied
2401 with the after sales services provided by the company.
2402
2403
2404
2405
2406
2407
2408
2409
2410
2411
2412
2413
2414
2415
2416
2417
2418
2419
2420
2421
2422
2423
2424
2425
2426
2427
2428
2429
2430
2431
2432

123 58

124
2433
2434
2435
2436
2437
2438
2439
2440
2441
2442
2443
2444
2445
2446
2447
2448
2449
2450
2451
2452
2453

2454
2455
2456
2457
2458
2459
2460
2461
2462 DATA ANALYSIS AND INTERPRETATION

125 59

126
2463
2464 Question :1
2465
2466 GENDER:
2467
2468 A)Male

2469 B)Female

2470 Table.1
Gender Responses Percentage
Male 70 70%
Female 30 30%
Total 100 100%

Gender
80

70

60

50
Responses
30
40

20

10

0 Male Female

2471 Figure.1
2472
2473 Interpretation:
2474
2475 From the above analysis report say that the majority of the customers are Male
2476 and some of the customers are Female also.
2477
2478
2479
2480
2481
2482
2483
2484
2485
2486
127 60

128
2487

2488 Question : 2

2489 AGE:

2490 A) 18 to 30
2491
2492 B) 30 to 40
2493
2494 C) 40 to 50
2495
2496 D) More than 50
2497
2498 Table.2
Age Responses Percentage
18 to 30 57 57%
30 to 40 29 29%
40 to 50 8 8%
More than 50 6 6%
Total 100 100%
2499

Age of the Customers

60

50

Responses
40
20

30
10
18 to 30 30 to 40 40 to 50 More than 50

0
2500 Figure.2
2501 Interpretation:
2502 From the above analysis report say that the majority users of two wheelers are
2503 Youngsters belong to the age group of 18 to 30 still some of the customers are
2504 between the age group of 30
129 61

130
2505

2506 Question :3
2507
2508 OCCUPATION:
2509 A) Business
2510 B) Job
2511 C) Professionals
2512 D) Others
2513
2514
2515 Table.3
Occupation Responses Percentage
Business 24 24%
Job 51 51%
Professionals 7 7%
Others 18 18%
Total 100 100%
2516

Occupation
60

50

Responses
40
20

30
10
Business Job Professionals Others

0
2517 Figure.3
2518
2519
2520 Interpretation:
2521 From the above analysis report say that the most of the two wheeler buyers are job
2522 seekers but is doesn't mean that the businessman ,professionals and other people
2523 engaged with different works are not buying scooters.
131 62

132
2524
2525
2526
2527
2528
2529 Question: 4
2530 INCOME:
2531 A) Less than 10000
2532 B) 10000 to 20000
2533 C) 20000 to 30000
2534 D) More than 30000
2535
2536
2537 Table.4
Income Responses Percentages
Less than 10000 36 36%
10000 to 20000 42 42%
20000 to 30000 13 13%
More than 30000 9 9%
Total 100 100%

Income Level
45

40

35

30
Responses
25

20

15
Less than 10000 to 2000020000 to 30000 More than
10 10000 30000
5

0
2538 Figure.4
2539

2540 Interpretation:
2541 From the above analysis it is clear that most of the respondents are belong to the

133 63

134
2542 income group of 10000 to 20000 and very few respondents are belong to the income
2543 group of more than 30000.
2544
2545
2546
2547

2548 Question: 5

2549 SINCE HOW MANY YEARS ARE YOU USING VEHICLES OF HONDA?

2550 A) Less than 6 months

2551 B) 1 to 2 years
2552 C) 2 to 3 years
2553 D) More than 3 years
2554
2555 Table.5
Years Responses Percentages
Less than 6 months 8 8%
1 to 2 years 59 59%
2 to 3 years 23 23%
More than 3 years 10 10%
Total 100 100%
2556

No of Years
70

60

50

40
Responses
30
20

10

0
Less than 6 1 to 2 years 2 to 3 years More than 3

months years
2557 Figure.5
2558
2559 Interpretation:
2560 From the above analysis report say that most of the respondents uses vehicles of
135 64

136
2561 Honda from 1 to 2 years and very few users are using vehicles for more than 3 years.
2562
2563
2564
2565
2566
2567
2568

2569 Question: 6

2570 WHICH VEHICLE OF HONDA ARE YOU USING CURRENTLY?

2571 A) Activa
2572 B) Dio
2573 C) Aveator
2574 D) Any Shine series
2575 E) Any Dream series
2576 F) Any Other
2577
2578 Table.6
Vehicles Responses Percentages
Activa 48 48%
Dio 9 9%
Aveator 7 7%
Any shine series 16 16%
Any Dream series 7 7%
Any other 13 13%
Total 100 100%
2579

Usage of Vehicles
60

50

40

30
Responses
20
10

0
Activa Dio Aveator Any shine Any Any other
series Dream
137 series65

138
2580 Figure.6
2581

2582

2583

2584 Interpretation:
2585 From the above analysis report say that the most of the respondents are using Activa
2586 product of Honda company and very few respondents are using Aveator or any
2587 Dream series of the company.
2588
2589
2590
2591
2592
2593
2594
2595
2596
2597
2598
2599
2600
2601
2602
2603
2604
2605
2606
2607
2608
2609
2610
2611
2612
2613
2614
2615
2616
2617
2618
2619
139 66

140
2620
2621
2622
2623
2624
2625
2626
2627 Question : 7
2628 ARE YOU AWARE ABOUT NEW PRODUCTS LAUNCHED BY HONDA?

2629 A) Yes
2630 B) No
2631
2632 Table.7
Options Responses Percentage
Yes 43 43%
No 57 57%
Total 100 100%
2633
2634

Awareness about new products

60

50

Responses
40
20

30
10
Yes No

0
2635 Figure.7
2636
2637 Interpretation:
2638 From the above analysis report say that the most of the respondents are not aware
2639 about the new products launched by the company.
2640
2641
2642
2643
141 67

142
2644
2645
2646
2647
2648
2649
2650
2651
2652
2653
2654
2655
2656 Question :8

2657 HAVE YOU PURCHASE YOUR VEHICLE FROM RAJKOT HONDA?

2658 A) Yes
2659 B) No
2660
2661
2662 Table.8
Options Responses Percentage
Yes 77 77%
No 23 23%
Total 100 100%
2663
2664

No of Purchasers
90

80

70

60
Responses
50

40

30
Yes No
20

10

0
2665 Figure.8
2666
2667 Interpretation:

143 68

144
2668 From the above analysis report say that most of the respondents have purchased
2669 their vehicle fromMainpuri Honda.
2670
2671
2672
2673
2674
2675
2676
2677
2678
2679
2680
2681
2682
2683
2684 Question : 9

2685 YOU ARE GETTING REGULAR SERVICE CALL FROM SERVICE

2686 CENTRE.
2687 A) Strongly Agree
2688 B) Agree
2689 C)Neutral
2690 D) Disagree
2691 E) Strongly Disagree
2692
2693 Table.9
Options Responses Percentages
Strongly agree 36 36%
Agree 54 54%
Neutral 3 3%
Disagree 1 1%
Strongly Disagree 6 6%
Total 100 100%
2694

Regular call from service centre

60

50

40

30 Responses

20
10

0
145 Strongly Agree Neutral Disagree 69Strongly
146
agree Disagree
2695 Figure.9
2696 Interpretation:
2697 From the above analysis report say that most of the customers are agree that
2698 company gives them regular calls regarding service and very few respondents are
2699 disagree with this.
2700
2701
2702
2703
2704
2705
2706 Question : 10
2707 WHEN YOU ENTRED SERIVCE CENTRE STAFF GIVES YOU
2708 PROPER TIME.
2709

2710 A) Strongly Agree

2711 B) Agree
2712 C)Neutral
2713 D) Disagree
2714 E) Strongly Disagree
2715
2716 Table.10
Options Responses Percentages
Strongly agree 22 22%
Agree 46 46%
Neutral 21 21%
Disagree 8 8%
Strongly Disagree 3 3%
Total 100 100%
2717 Figure.10

Staff gives you Proper Response

50

45

40

35 Responses

30

25
147 70
Strongly Agree Neutral Disagree Strongly
20
148

agree Disagree
15
 5

2718
2719 Interpretation :
2720 From the above analysis report say that most of the respondents are agree with the
2721 proper response given by the staff some of them are natural also and some of them
2722 are strongly disagree with this statement.
2723 Question :11

2724 ALL THE SERIVCE STAFF UNDERSTANDS YOUR PROBLEMS OR

2725 ISSUES EASILY
2726

2727 A) Strongly Agree

2728 B) Agree
2729 C)Neutral
2730 D) Disagree
2731 E) Strongly Disagree
2732
2733
2734 Table.11
Options Responses Percentages
Strongly agree 23 23
Agree 53 53
Neutral 24 24
Disagree 0 0
Strongly Disagree 0 0
Total 100 100%

149 71

150
 Understands problems and issues
easily
60

50

40

30
Responses
20

10

0
Strongly Agree Neutral Disagree Strongly

agree Disagree

2735 Figure.11
2736

2737

2738 Interpretation:
2739 From the above analysis report say that all the respondents have given positive
2740 response that the staff understands their problems.
2741
2742
2743

151 72

152
2744

2745 Question : 12

2746 ALL THE SERVICE STAFF IS HIGHLY CO OPRETIVE.

2747 A) Strongly Agree

2748 B) Agree
2749 C)Neutral
2750 D) Disagree
2751 E) Strongly Disagree
2752
2753
2754 Table.12
Options Responses Percentages
Strongly agree 14 14%
Agree 49 49%
Neutral 37 37%
Disagree 0 0
Strongly Disagree 0 0
Total 100 100%
2755
2756

Staff is Co-Oprative
60

50

40

30 Responses

20
10

0
Strongly Agree Neutral Disagree Strongly

agree Disagree
2757 Figure.11

2758 Interpretation:
2759 From the above analysis report say that all the respondents have given positive
2760 response that the staff is highly cooperative.
2761
153 73

154
2762

2763 Question: 13

2764 THE TIME ALOCATED FOR THE SERIVCE OF VEHICHLE IS ENOUGH.

2765
2766 A) Strongly Agree
2767 B) Agree
2768 C)Neutral
2769 D) Disagree
2770 E) Strongly Disagree
2771
2772 Table.13
2773
Options Responses Percentages
Strongly agree 21 21%
Agree 42 42%
Neutral 34 34%
Disagree 3 3%
Strongly Disagree 0 0%
Total 100 100%
2774

Time for Vehicles is Enough

45

40

35

30 Responses

25

20
Strongly Agree Neutral Disagree Strongly
15
agree Disagree
10

0
2775 Figure.13
2776
2777
155 74

156
2778
2779
2780
2781
2782
2783 Interpretation:
2784 From the above analysis report say that most of the respondents are agree that the
2785 time taken for service is enough and only few respondents are not agree with this
2786 statement.
2787
2788

157 75

158
2789

2790 Question : 14

2791 THE SERVICE CHARGE IS REASONABLE

2792 A) Strongly Agree

2793 B) Agree
2794 C)Neutral
2795 D) Disagree
2796 E) Strongly Disagree
2797
2798 Table.14

Options Responses Percentages

Strongly agree 23 23%
Agree 38 38%
Neutral 33 33%
Disagree 5 5%
Strongly Disagree 2 2%
Total 100 100%
2799

Service charge is Reasonable

40

35

30

25
Responses
20

15

10
Strongly Agree Neutral Disagree Strongly
5 agree Disagree
0
2800 Figure.14
2801
2802
2803
2804

159 76

160
2805
2806 Interpretation:
2807 From the above analysis report say that most of the respondents are agree that the
2808 service charge is reasonable only few respondents are strongly disagree with this
2809 statement.
2810 Question ; 15
2811 VEHICHLE IS ALWAYS READY AT GIVEN TIME

2812 A) Strongly Agree

2813 B) Agree
2814 C)Neutral
2815 D) Disagree
2816 E) Strongly Disagree
2817
2818 Table.15
Options Responses Percentages
Strongly agree 29 29%
Agree 46 46%
Neutral 21 21%
Disagree 3 3%
Strongly Disagree 1 1%
Total 100 100%
2819

Vehicle is ready at given time

50

40

Responses

30
10

Strongly Agree Neutral Disagree Strongly

200
agree Disagree
2820 Figure.15
2821
2822
2823
161 77

162
2824
2825 Interpretation:
2826 From the above analysis report say that most of the respondents are agree that the
2827 vehicle is always ready at given time only some of the respondents are strongly
2828 disagree with this statement.
2829
2830
2831
2832
2833
2834
2835 Question : 16
2836 ALL THE SPAREPARTS WHICH REQUIRED TO REPAIR
2837 BIKE/SCOOTER ARE ALWAYS AVAILABLE.
2838

2839 A) Strongly Agree

2840 B) Agree
2841 C)Neutral
2842 D) Disagree
2843 E) Strongly Disagree
2844
2845 Table..16
Options Responses Percentages
Strongly agree 23 23%
Agree 41 41%
Neutral 26 26%
Disagree 9 9%
Strongly Disagree 1 1%
Total 100 100%
2846

Spareparts are available

45

40

35

30
Responses
25

20
163 15
78
Strongly Agree Neutral Disagree Strongly
164

10 agree Disagree

5
 0

2847 Figure.16
2848 Interpretation:
2849 From the above analysis report say that most of the respondents are agree that spare
2850 parts are available at the time only few are disagree with this statement.
2851
2852
2853
2854
2855 Question : 17

2856 THE CO-OPERATON/ANSWER FROM SERVICE RECEPTIONIST IS

2857 VERY CO-OPRATIVE
2858

2859 A) Strongly Agree

2860 B) Agree
2861 C)Neutral
2862 D) Disagree
2863 E) Strongly Disagree
2864
2865 Table.17
Options Responses Percentages
Strongly agree 28 28%
Agree 41 41%
Neutral 27 27%
Disagree 2 2%
Strongly Disagree 2 2%
Total 100 100%
2866

Receptionist is very co-operative

45

40

35

30 Responses

25

20
Strongly Agree Neutral Disagree Strongly
15
agree Disagree
10
165 79
166
5

0
2867 Figure.17
2868 Interpretation :
2869 From the above analysis report say that most of the respondents are agree that
2870 receptionist is highly cooperative only few are disagree with this.
2871
2872
2873

167 80

168
2874 Question : 18

2875 AT THE TIME OF EMERGENCY OR DIFFICULTY SERVICE STAFF

2876 PROVIDES IMMIDATE SUPPORT OR CO-OPERATION.
2877

2878 A) Strongly Agree

2879 B) Agree
2880 C)Neutral
2881 D) Disagree
2882 E) Strongly Disagree
2883
2884 Table.18
Options Responses Percentages
Strongly agree 49 49%
Agree 42 42%
Neutral 8 8%
Disagree 1 1%
Strongly Disagree 0 0%
Total 100 100%

Immidate support from

service staff
60 at the time of emergency
50

40

30 Responses
20
10

0
Strongly Agree Neutral Disagree Strongly

agree Disagree
2885 Figure.18
2886

2887
2888
2889

169 81

170
2890 Interpretation:
2891 From the above analysis report say that respondents are strongly agree that staff
2892 gives them support at the time of emergency very less are disagree with this.
2893
2894
2895
2896
2897 Question : 19

2898 THE CLAIM AND SATTELEMENT PROCEDURE OF THE SERVICE

2899 CENTRE IS EXCELLENT
2900

2901 A) Strongly Agree

2902 B) Agree
2903 C)Neutral
2904 D) Disagree
2905 E) Strongly Disagree
2906 Table.19
Options Responses Percentages
Strongly agree 39 39%
Agree 37 37%
Neutral 24 24%
Disagree 0 0%
Strongly Disagree 0 0%
Total 100 100%
2908

Claim and sattlement

2907

procedure
50
excellent
40

30

20 Responses
10

0
Strongly Agree Neutral Disagree Strongly

agree Disagree
2909 Figure.19
171 82

172
2910
2911 Interpretation:
2912 From the above analysis report say that most of the respondents are strongly agree
2913 that claim and settlement procedure is excellent.
2914

2915 Question : 20
2916 YOU ARE GETTING COMPLETE INFORMATION REGARDING THE ISSUE OR
2917 PROBLEM FOR BIKE/SCOOTER FROM SERVICE STAFF.

2918

2919 A) Strongly Agree

2920 B) Agree
2921 C)Neutral
2922 D) Disagree
2923 E) Strongly Disagree
2924
2925 Table.20
Options Responses Percentages
Strongly agree 13 13%
Agree 58 58%
Neutral 26 26%
Disagree 1 1%
Strongly Disagree 2 2%
Total 100 100%

173 83

174
 Complete information regarding
bike/scooter
70

60

50

40 Responses

30

20 Strongly Agree Neutral Disagree Strongly

10 agree Disagree

0
2926 Figure.20
2927 Interpretation:
2928 The above analysis says that most of the respondents are agree that staff gives them
2929 complete information regarding their vehicle only few of them are disagree with this.
2930
2931
2932
2933 Question : 21
2934 THE TECHINICAL SKILL OF SERVICE STAFF IS EXCELLENT.
2935

2936 A) Strongly Agree

2937 B) Agree
2938 C)Neutral
2939 D) Disagree
2940 E) Strongly Disagree
2941
2942 Table.21
Options Responses Percentages
Strongly agree 37 37%
Agree 39 39%
Neutral 20 20%
Disagree 4 4%
Strongly Disagree 0 0%
175 84

176
 Total 100 100%
2943

Technical skill of service

staff
45
ecxellent
40

35

30 Responses

25

20
Strongly Agree Neutral Disagree Strongly
15
agree Disagree
10

0
2944 Figure.21
2945
2946 Interpretation :
2947 From the above analysis report say that most of the respondents are agree that skill
2948 of service staff is excellent only few of them are disagree with this statement.
2949
2950
2951
2952 Question : 22
2953 THE OVERALL SATISFACTION AT SERVICE CENTRE IS
2954 EXCELLENT.
2955

2956 ) Strongly Agree

2957 B) Agree
2958 C)Neutral
2959 D) Disagree
2960 E) Strongly Disagree
2961
2962 Table.22
Options Responses Percentages
177 85

178
 Strongly agree 18 18%
Agree 59 59%
Neutral 19 19%
Disagree 3 3%
Strongly Disagree 1 1%
Total 100 100%
2963

Overall satisfaction is Excellent

70

60

50

40 Responses
30

20

10 Strongly Agree Neutral Disagree Strongly

0 agree Disagree
2964 Figure.22
2965 Interpretation :
2966 From the above analysis report say that most of the respondents are satisfied with
2967 the services of the company as they are strongly agree with the excellence of the
2968 service staff.

179 86

180
2969
2970
2971
2972
2973
2974
2975
2976
2977
2978
2979
2980
2981
2982
2983
2984 FINDINGS, CONCLUSION, LIMITATIONS,
2985 RECOMMENDATION OF STUDY
2986

181 87

182
2987 FINDINGS
2988  Company did not give any effective advertisement of their new vehicle.
2989  Most of the customers agreed on that i.e. they getting regular service call from
2990 service center.
2991  Staff of service center are highly co-operative, they understand the problem
2992 easily and they give proper time to customers and vehicle is always ready at
2993 given time.
2994  All the spare-parts which required to repair are always available at service center
2995 and price taken by service center is reasonable.
2996  At a time of difficulty service staff provides immediate support to customers.
2997  Many respondents strongly agree on that thing i.e. the claim settlement
2998 procedure of the service center and technical skill of service is excellent.
2999
3000
3001
3002
3003
3004
3005
3006
3007
3008
3009
3010
3011
3012
3013
3014
3015
3016
3017
3018
3019
3020
3021
3022
3023
3024
3025
3026
3027
3028
3029
3030
3031
3032
3033
3034
3035
3036

183 88

184
3037
3038
3039
3040
3041
3042 CONCLUSION
3043
3044 It can be concluded from the report that working of all the departments of the
3045 company was very well organized and satisfactory and all the concerned
3046 managers and officers are very much interested and co-operative in their
3047 work. Report also shows that the after sales satisfaction of customers towards
3048 the Mainpuri Honda is good and they are coming frequently in Mainpuri
3049 Honda , Mainpuri and report also show that in Mainpuri, Mainpuri Honda
3050 was at second place in term of sale and preference. The company has very
3051 efficient and smooth marketing department, service department,
3052 administration department, finance department and human resource
3053 management department.
3054
3055
3056
3057
3058
3059
3060
3061
3062
3063
3064
3065
3066
3067
3068
3069
3070
3071
3072
3073
3074
3075
3076
3077
3078
3079
3080
3081
3082
3083
3084
3085
3086
3087
3088
3089
185 89

186
3090
3091
3092
3093
3094
3095
3096 LIMITATIONS
3097
3098  The research was conducted in a specified fixed area i.e. Mainpuri city.
3099  Time available was minimum so time factor was also a part of
3100 my limitation.
3101  Some respondents may have personal bias due to which they may
3102 not have given the correct information and so the right conclusion
3103 may not have been derived at.
3104  Today's market is characterized by tremendous changes whatever is
3105 applicable today is outdated tomorrow so today's whatever research
3106 have been done may change tomorrow.
3107
3108
3109
3110
3111
3112
3113
3114
3115
3116
3117
3118
3119
3120
3121
3122
3123
3124
3125
3126
3127
3128
3129
3130
3131
3132
3133
3134
3135
3136
3137
3138
3139
3140

187 90

188
3141
3142 RECOMMENDATION
3143
3144
3145  The company have to improvise there service ability and skills.

3146  They have to make time to time calls to there customers for betterment of
3147 after sales service.

3148  They also have to provide one or two free testing or service of there
3149 customers vehicle.

189 91

190
3150

3151

3152
3153
3154

3155

3156

3157

3158

3159

3160

3161

3162

3163

3164 BIBLIOGRAPHY
3165

3166

3167

3168

3169

3170

3171

3172

191 92

192
3173 BIBLIOGRAPHY
3174

3175 http://autocarpro.in/articledetail/articleid/28927
3176
3177 https://googalwebilight.com/i?u=https://www.fintapp.com/blog/two-
3178 wheelr-industry-analysis-research-report/&hl=en-IN
3179
3180 https://m.timesofindia.com/auto/bikes/india-is-now-worlds-biggest-2-
3181 wheeler-market/articalshow/58555735.cms
3182
3183 https://www.slideshare.net/mobile/hemanthcrpatna/a-study-of-customer-
3184 satisfacition-on-after-sales-and-service-conducted-at-arpita-bajaj-hassan
3185
3186 http://www.streetdirectory.com/travel_guide/60131/motorcycles/the_two
3187 _wheeler_industry_in_india.html
3188
3189
3190
3191
3192
3193
3194
3195
3196
3197
3198
3199
3200
3201
3202
3203
3204
3205
3206
3207
3208
3209
3210
3211
3212
3213
3214
3215
3216
3217
3218
3219
3220
3221

193 93

194
3222
3223
3224
3225
3226
3227
3228
3229
3230
3231
3232
3233
3234
3235
3236
3237
3238
3239
3240
3241

3242
3243
3244 ANNEXURE
3245
3246
3247
3248
3249
3250
3251
3252
3253
3254
3255
3256
3257
3258
3259
3260
3261
3262
3263
3264
3265
3266
3267
3268
3269
3270

195 94

196
3271

3272 CUSTOMER SATISFACTION OF AFTER SALES SERVICE AT

3273 MAINPURI HONDA

32743275
1. NAME:
3276 2. ADDRESS:

3278

3280 3. GENDER:
3281 (A) Male
3282 (B)Female
3283
3284 4. AGE:
3285 (A) 18 to 30
3286 (B) 31 to 40
3287 (C) 40 to 50
3288 (D) More than 50
3289
3290
3291 5. OCCUPATION:
3292 (A) Business
3293 (B) Job
3294 (C) Professional
3295 (D) Other
3296
3297
3298 6. MONTHLY INCOME:
3299 (A) Less than 10000
3300 (B) 10000 to 20000
3301 (C) 20000 to 30000
3302 (D) More than 30000

3303
3304
3305 7. SINCE HOW MANY YEARS ARE YOU USING VEHICLES OF HONDA?
3306 (A) Less than 6 months

197 95

198
3307 (B) 1 to 2 years
3308 (C) 2 to 3 years
3309 (D) More than 3 years

199 96

200
3310 8. WHICH VEHICHLE OF HONDA ARE YOU USING CURRENTLY?
3311 (A) Activa specify
3312 (B) Dio
3313 (C) Aveator
3314 (D) Any Shine series
3315 (E) Any Dream series
33163317
(F) Any other
3318

3319 9. ARE YOU AWARE ABOUT NEW PRODUCTS LAUNCHED BY HONDA?

3320 (A) Clicq
3321 (B) Grazia
3322 (C) X Blade
3323
3324
3325 10. HAVE YOU PURCHASE YOUR VEHICHLE FROM RAJKOT HONDA?
3326 (A) Yes
3327 (B) No
3328
3329
3330
3331
3332
3333
3334
3335
3336
3337
3338
3339
3340
3341

201 97

202
3342

203