A PROJECT REPORT

ON

“Satisfaction Survey of Customers’ towardsHero Honda CBZ X-treme Bike”

UNDERTAKEN AT:

DHRU AGENCY, BARDOLI

Submitted by: VIKAS PRAJAPATI (07MBA47)

Guided by: MR. MEHUL THAKKAR

MBA PROGRAMME (2007-2009)

SHRIMAD RAJCHANDRA INSTITUTE OF

MANAGEMENT AND COMPUTER APPLICATION

SHRIMAD RAJCHANDRA INSTITUTE OF MANAGEMENT AND COMPUTER APPLICATION

COLLEGE CERTIFICATE

This is to certify that the summer project report entitled, “Satisfaction Survey of Customers’ towards Hero Honda CBZ X-treme Bike” has been carried out by Vikas Prajapati (07 MBA 47) at Dhru Agency, Bardoli as a partial fulfillment of the requirement for the degree of Master of Business Administration (M.B.A.) during academic year 2008-09.

[Mr. Mehul Thakkar] [Dr. Bankim Patel]

Faculty Guide Director

DECLARATION

I here by declare that the summer project report entitled, “Satisfaction Survey of customers’ towards Hero Honda CBZ X-treme Bike” is based on original piece of work done by me for the fulfillment of degree of Master of Business Administration and whatever information has been taken from any sources had been duly acknowledge.

I further declare that the personal data & information received from any respondent during survey has not been shared with any one and is used for academic purpose only.

Date: Vikas PrajapatiPlace: (07MBA47)

ACKNOWLEDGEMENT

It is a fact that none of the human being in this world is 100% perfect and in order to gain some perfectness in itself an individual surely needs a helping hand. The same was with me with respect to the project that I was undergoing during this session of 8 weeks. As I too was illiterate with this research topic that I selected for my research at the initial stages, I got acquainted with it slowly and steadily through efforts and surely from various intelligent and helpful personalities. I would like to extend my heartily thanks to all of them through this acknowledgement.

I am heartily thankful to Mr. Harshadbhai Shah (Owner of Dhru Agency) for granting permission. I am especially thankful to our external Guide Mr. Chetanbhai Dhimmer (General Manager of Dhru Agency) and his colleague, for giving relevant and necessary guidance. I am also thankful to all the officers of Dhru Agency for giving me warm support & providing me necessary information and helped me.

I personally would like to thanks my training coordinator Mr. Mehul Thakkar our Faculty for assisting me throughout the project period, guiding me and assisting at various stages and thus sharing his valuable knowledge with me to enhance my knowledge and helping me in preparing a project.

I would also like to extend my thanks to all the respondents who spared their valuable time and helped me in filling up the questionnaire by providing the needed information. Lastly, I would like to thanks all of those who have helped to furnish this project successfully.

Vikas

Prajapati

(07MBA47)

EXECUTIVE SUMMARY

Purpose:The purpose of study is, “To know the satisfaction level of customers’ towards Hero Honda CBZ X-treme bike”.Objectives:

Primary Objective:To know the satisfaction level of customers’ towards Hero Honda CBZ X-treme bike.Secondary Objectives:

To know the customers’ view regarding the features/parameters considered important by them and to what extent they find these features/parameters in their Hero Honda CBZ X-treme bike.

To know customers’ post purchase behavior after using Hero Honda CBZ X-treme bike.

Design / Methodology / Approach : In this project, Descriptive research design has been used. Sampling design is non-probability convenience sampling because of time and money constraints. The sample size is 150 respondents. Here, Questionnaire method used for collect the primary data.

Limitations of the Study: The total number of respondents is 150, which is very small

compared to the population size. Therefore, the findings can not be generalized to the larger population.

Sometimes respondents may not give the proper answer of the questions due to misunderstanding. That’s way the result may be distorted.

The results of the research can not be generalized to the population because of probability sampling was not used. The time available for data collection was only 4 weeks which is very less to do a comprehensive random survey and also random survey involve high cost that reason non-probability convenience sampling was used.