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CUSTOMER PERCEPTION INDEX

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI - i - DEPT OF MANAGEMENT

TABLE OF CONTENTS

CHAPTER CONTENTS PAGENO

1 INTRODUCTION TO MARKETING

1.1 MEANING

1.2 DEFINATION

1.3 PERCEPTION

1.4 PERCEPTION DEFINATION1.5 CUSTOMER PERCETION

1.6 CONCEPT OF PERCEPTION

1.7 EXTERNAL FACTORS & INTERNAL

1.8 FACTORS

1.9 EXTERNAL FACTORS & INTERNAL

1.10 ATTENTION

1.11 INTENSITY & SIZE

1.12 POISITION

1.13 CONSTRAST

1.14 MOVEMENT

1.15 INTERNAL FACTORS

1.16 THE PERCEPTIONAL PROCESS

1.17 PERCEPTIONAL MECHANSIM

1.18 PERCEPTONAL SELECTION

1.19 PERCEPTIONAL ORGINISATION

1.20 GROUPING1.21 PERCEPTON CLOSUER

22.12.22.33

3.1

3.23.3

4

55.15.2

5.35.4

5.5

5.65.7

6

6.1

77.1

7.2

88.1

2 2.1 IMPORTANCE & NEED FOR STUDY

2.2 OBJECTIVES OF STUDY

2.3 SOURCE OF DATA

2.3.1 PRIMARY DATA

13

13.1

13.2

13.3

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Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI - ii - DEPT OF MANAGEMENT

2.3.2 SECONDARY DATA

2.4 SAMPLING

2.4.1 TOTAL POPULATION

2.5 SAMPLING TECHNIQUE

2.6 LIMITATION OF STUDY

2.7 STATISTICAL TECHNIQUE

2.7.1 QUESTIONNAIRE

2.7.2 PERCENTAGE

2.7.3 CHARTS

14

14.1

14.2

14.3

14.4

15

15.1

15.2

15.3

3 COMPANY PROFILE

3.1 COMPANY HISTORY

3.2 COMPANY DEVELOPMENTS

3.3 COMPANY ACHIEVEMENTS

3.4 COMPANY PRESENT POSITION

3.5 COMPANY STRUCTURE

18

23

28

29

30

33

4 & 5 DATA ANALYSIS & INTERPRETATION 35

6 6.1 SUMMARY, FINDINGS & SUGGESTIONS

6.2 BIBLIOGRAPHY

6.3 QUESTIONNAIRE

51

56.

58

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Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI - iii - DEPT OF MANAGEMENT

List of Tables

TABLE

NO CONTENTS

PAGE

NO

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

OWINIHG MOTOR CYCLE DETALIS

USING BRAND OF MOTOR CYCLE

MEDIA DETIALS

ADVERSIMENT DETAILS

MOTIVATED BUYING MOTOR CYCLE

PRICE DETALIS

PLEASE RANK THE PRAMATER INFULENCE

MILLEAGE

SPARE PRATS

FREATURE ENCHANSE THE VALUE OF MONEY

COMPETING

FACTORS VERY POPULAR ENVIORMENT

AFTER SALES & SERVICE

COLOR SELECTION

WHICH YOU LIKE (CC)

36

37

38.

39

40

41

42

43

44

45

46

47

48

49

50

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Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI - iv - DEPT OF MANAGEMENT

List of Figures

CHART NO CONTENTS PAGE NO

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

OWINIHG MOTOR CYCLE DETALIS

USING BRAND OF MOTOR CYCLE

MEDIA DETIALS

ADVERSIMENT DETAILS

MOTIVATED BUYING MOTOR CYCLE

PRICE DETALIS

PLEASE RANK THE PRAMATERINFULENCE

MILLEAGE

SPARE PRATS

FREATURE ENCHANSE THE VALUEOF MONEY

COMPETING

FACTORS VERY POPULARENVIORMENT

AFTER SALES & SERVICE

COLOR SELECTION

WHICH YOU LIKE (CC)

36

37

38.

39

40

41

42

43

44

45

46

47

48

49

50

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CUSTOMER PERCEPTION CHAPTER-1

Dr. JYOTHIRMAYI DEGREE COLLEGE, ADONI - 1 - DEPT OF MANAGEMENT

INTRODUCTION

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INTRODUCTION

INTRODUCTION TO MARKETING

MEANING : The word market is often misused and therefore misunderstands; it is used

instead of the word selling which is done on a grander or better way. A market is a place

where goods are bought and sold; arena for exchange, in its broadest sense marketing should

mean the study of market.

Market is a comprehensive term it includes a group of business activities in to create

and promote consumer demand and to direct the flow of goods / services from the original

producer to the final consumer in the process of distribution.

Definitions:

1. American marketing association defines marketing as, the performance of business

activity that directs the flow of gods and services fro the original producer to the final

consumer in the process of distribution. Phillip kotler defines marketing ad the human

activity directed at satisfying needs and wants through exchange process.

From the above definition, It is obvious that traditional description of marketing was

mainly concerned with the physical movement of goods, while the modern concept of

marketing is consumer oriented. It makes customer the focus of all business activities, this

one can say that marketing both begins and ends with the customer.

2. Marketing is the process of planning and executing the conception, pricing, promotion &

distribution of ideas, goods, and services, Organization and events to create and maintain

relationship that will satisfy individual and organizational objectives.

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Boone & Kurtz (1998)

3. Many people think that marketing means selling or advertising. Its true that there are

parts of marketing. But marketing is much more than selling and advertising.

Huff & Murray

4. Marketing management is a discipline focused on the practical application of and the of a

firms marketing resources and activities. Marketing is the social process by which

individuals and groups obtain what they need and want through creating and exchanging

products and value with others.

PERCEPTION:

Perception means to understand or to be aware of something through the sense or to

get the knowledge by mine of human behavior. Perception is psychological process. It is the

chief mechanism while the peole cam e t know aabout there surroundings.

Definitions:

1. Perception is defined as the process by which an individual selects, organizes and

interprets stimuli, into a meaningful and coherent picture of the world. Two individuals

may be exposed to the same stimuli under the same apparent conditions but how each

person recognizes. Selects, organizes and interprets these stimuli is a highly individual

process based on each person own needs values and expectations.

By Leon. G. Schiff man & Lesic Zazar.

2. Perception is the process of selecting organizing and interpreting attaching meaning to

events happening in environment.

By L. M. Prasad

3. Perception is mental process where by an individual selects data or information from

the environment, organizes it and then draws a significance or meaning form it.

Suja. R. Nair

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COSTOMER PERCEPTION

It can be defined as the process by which an individual selects, organizes, and

interprets stimuli into a meaningful and coherent picture of the world. A stimulus is a

unit of input to any of the senses. Examples of stimulus i.e, sensory input include

products, packages, brand names , advertisements and commercials, sensory receptor.

Marketers do not want to their target audience to look only at the models in their ads.

They want to communicate something about their products as well. Marketers often use

attractive models, humor, and other factors to attract the target markets interest.

Information, and stored. Information processing model as four major steps or stages

Exposure Attention Interpretation and Memory

The first three constitute perception.

Exposure occurs when a stimulus such as an Advertisement hoarding comes within

the range of a persons vision. Attention occurs when the information from vision pass on to

the from for processing. Interpretation is the assignment of meaning to the received

sensations. Memory is the short term use of the meaning for immediate decision-making or

the longer-term retention of the meaning.

The basic components shown in the figure can be arranged into four groups:

a) Stimuli, which serve as the raw material to be processed. The stages of processingactivities, which are linked by arrows and mainly internal to the customer.

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CONCEPT OF PERCEPTION

a) Primitive categorization: The basic characteristics of a stimulus are isolated bythe person to form his perception. For e.g., anything shining, may be seen with an

amount of suspicion by the consumers. This is knows ad primitive categorization.

b) Cue Check: Cue characteristics are analyzed by the person in preparation for theselection of a scheme.

c) Confirmation Check: A confirmation check is run by the person to see thevalidity of the scheme chosen.

External Factors and Internal Factors

The manner in which either a product/service perceived will be depend up on both

internal and external factors. This is to day that both external reality and internal reality are

intertwined as human beings we carry all our experiences in our mind and have our own

selfish interests, needs, motives and expectations in to the way in which we reality to exist in

the world.

External Factors influencing attention

The physical properties of the stimulus include intensity, size, position, contrast,

novelty, repetition and movement.

Position

The position of display or advertisement also is determining factor or attracting the

attention. An advertisement placed next to a compatible editorial column or magazines and

news papers is thought to attract more leadership response.

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Contrast

Human beings have the ability to adapt to sounds, odors, pain, bright lights, neon

signs and movements. That is, human beings are able to use sensory organs to adapt

themselves to various stimuli. This is where contrast will help in the perception process.

Movement

Advertisers have also started using billboards or hoardings with movement mobile

vans etc. so as to inject a feeling of movement to it

INTERNAL FACTORS

Peoples may not receive the messages passively. Usually peoples may take the

messages given to them by the marketers and then use it so that it may fit into their Own

internal world and then try to work our in their mind about clues to determine the brands

capability. Marketers are interested in knowing the impact of their usage of marketing mix

elements on the minds of the peoples. The marketer has to constantly understand.

THE PERCEPTUAL PROCESS

As Human beings, we are continuously exposed to various stimuli. Our sensory

world includes sensory inputs such as sound, smell, pressure etc which will be perceived and

cognitively organized into a logical pattern before acting upon it. Our cognitive structures

only go for meaningful interpretation. This selective organization of perception is the result

of two kinds of inputs that interact to form the final perception.

1) Physical stimulus(lies outside in the environment).2) Internal individuals predispositions based on his or her previous experience.

Further, each individual is unique and his or her perceptions are based on their unique

experiences, need, wants, expectations etc. this means that each individuals perceptual

process will be based on how each on e sees and perceives the world.

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The perceptual process consists of many sub processes. The dynamics of perception

can be understood by taking a note or the input-throughput-output approach. This approach

is based on the fact that there is an input, which when processed gives outputs. That is, the

perceptual inputs will comprise of stimuli in the environment various subjects, events or

people. The actual aspects of perceptual mechanism include the selection, organization and

interpretation.

The perceptual outputs will be the behavior of actions of the individuals i.e, the resultant

opinions, feelings attitudes etc.

Perceptual inputs

The first process in the perceptual process is the presence of stimuli like people,

objects, events, information etc. Though the presence of stimulus is necessary for perception.

It is not actual process of perception. Nevertheless the perception process cannot start in the

absence of stimuli.

Perceptual Mechanism

The actual perception process starts with the receipt of information, or data (of

stimuli) form various sources. The receipt of stimuli is psychological aspects of the

perception process. As mentioned earlier, most perceptual inputs received from various

sensory inputs.

Perceptual Selection

As discussed above, individuals exercise selectivity in consciously recognizing only

certain aspects of the environment as stimuli. So when they are bombarded with various

stimuli, they will be selective in the perception process. The selection of the stimuli will be

dependent on two major factors apart from the nature of the stimulus itself the individuals

(customers) previous experience as it affects their expectations and their motives at that

time. Either of these factors can raise the probability of the stimulus to be perceived.

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Perceptual Organization:

People do not experience all the stimuli selected by them as separate and discrete

sensations. They rather, organize this stimulus into groups and perceive them as unified

wholes. This method of perceptual organization enables individuals to view life in a

simplified manner.

People tend to organize information on what is know as the figure - ground

principle. This involves that in perceiving stimuli or phenomena, the tendency is to keep

certain phenomena in focus and other phenomena in the background. Figure is perceived to

be dominant and more attention is paid to it, while ground is given less prominence and

attention and is kept in the background.

Like perceptual selection, perceptual organization also gets affected by motives and by

expectation based on experience.

Grouping:

In grouping, the perceiver groups the different stimuli based on the principle of their

similarity or proximity. This means all those stimuli which are grouped together are likely to

be perceived as having same characteristics

Closure:

When faced with incomplete information, individuals have the tendency to fill in the

gaps themselves so as to gain more meaningful information.

Perceptual Interpretation

We have seen that perception is a personal phenomenon. People have the tendency to

interpret the meaning of what they have selectively perceived and organized on the basis of

their own assumptions about the stimuli. This interpretation of the stimuli will be dependent

on what the individual expects to see in the light of his previous expericence, intuition data

received, motives and interests at the time of perception.

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The demand for two-wheelers in India is dependent upon factors like availability of

finance, increase in income levels, and restricted growth in public transportation and

movement in petrol prices. Expect petrol prices, all other factors have positive correlation

affects the demand for two - wheelers, due to the increase in the running cost of a vehicle.

Two -wheelers are distinguished on different factors for different consumer segment.

For example high - powered two - wheelers have a niche market as racing/sporting vehicles

and have a special appeal to youngsters. Teenagers and women prefer easy maneuverability .

Style and economy offered by the motorcycles manufacturing companies are what has

given a fillip to the motorbike segment. with this, the market today is witnessing the entry of

a large number of innovative models, the latest ones being Karizma (230cc 4 stroke) by Hero

Honda, cruiser Thunderbird (350cc 4 stroke) by Royal Enfield, pulsar (150cc 4 stroke) by

Bajaj and various others.

According to Mr. Manjot Gill, sales in charge, TVS, "today, the motorcycles market

is dynamic and demand for change has compelled the manufactures to do constant research

and development of new models with sleeker looks and features to meet the expectations of

the buyers".

Hero Honda which claims 47 percent of the market share has two best sellers -

splendor the four stroke bike (100cc) and CBZ (156CC) that have captured the market for

quite long, once again due to looks and fuel economy. Other popular bikes by the company

are passion a hot favorite because of the style, look and fuel economy it offers says Brij Inder

Singh, sales manager, Hero Honda, He also attributes the growth of this segment to the

initiatives being taken by the companies including more introductions in the economy class

bikes and easy financing facilities.

PERCEPTION ANALYZER

The analyzer was recently used to measure responses to a series of "Slice - of -

life" commercials for McDonalds, the researchers found that mothers and daughters had

different responses to different aspects of the commercial responses to different aspects of the

commercial. Using the emotional response data, the researchers could determine which

commercial had the greatest emotional appeal across mother - daughter segments.

McDonalds marketing effort proved successful with 2005 revenues of $20.46 billon.

Discover what people really think.

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With the Perception Analyzer, you can:

o Capture participants' true opinions, feelings, and perceptionso Accelerate findings with immediate analysiso Provide a more engaging experience for your audienceo Reduce your number of paper-based surveyso Use it in focus groups, mock trials, meetings, trainings, academic research,

and more

o Interact with a few respondents to hundreds of participants

The Perception Analyzer is a vital tool for more robust research, enhanced group

interactions, and effective learning. This unique tool allows you to more deeply understand

perceptions and better predict outcomes. It lets you:

o Evaluate products, brands, and conceptso Research appeal of television programming and advertisementso Test political speeches, debates, and issueso Examine the overall image of a candidateo Fine tune arguments in mock trialso Better understand and predict jury behavioro Interact with audience members during meetings, events, and conferenceso Enhance ROI through increased participation and content retentiono Educate more effectively and conduct ground-breaking academic research

For nearly 25 years, hundreds of clients worldwide have used the Perception Analyzer

with audiences from fewer than 10 people to more than 1,000.

The Perception Analyzer system includes:

Comfortable, easy-to-use, hand-held dials so participants can privately respond toquestions

Software to program the system, capture individual responses, and analyze data Console to wirelessly communicate between the dials and a computer.

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The privacy the dials offer allows participants to answer more honestly and minimizes

the impact of groupthink. With results immediately available, you can respond quickly to

adapt new strategies, guide group discussions, and explore new ideas. And the software is

flexible enough data to your analytic software of choice.

The perception Analyzer and your project

Our experts will help you at every step to integrate the perception analyzer into your

research or event program. We organize the process into simple steps: Ask participants

using various question types, Compile data to display in real-time and deliver through various

reports and data files.

A customers Perception of Relationship between Buyer & Seller

It is impossible to set up any yardstick for relationship between a buyer and a seller, no

two organizations can have similar set of rules for maintaining relationship. Even if on a

particular occasion a situation prompted a particular behavior, it is not necessary that a

similar behavior is necessary on another occasion. The time, place and group of person

might be the same but behave in different way, though circumstances and situations might be

identical. To a great extent relationship depends upon the character of contracting parties.

This is thus a study of human behavior and forms part of the behavioral science. Here the

contracting parties do not mean only those who are in direct contact but also include those

who might be present around. No person is acting in isolation. Therefore, there is always an

influence of surroundings on human behavior.

RESEARCH PROBLEM

Marketing is defined as a social and managerial process where by individual and

groups obtain what they need and want through creating and exchanging products and service

with others.

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A research design is a logical and systematic plan prepared for directing a research

study it specifies the methodology and technique to be adopted for achieving the objectives.

It constitutes the blueprint for the collection, measurement and analysis of data.

The main aim of the study is to evaluate the customer perception towards Hero Honda the

study is descriptive in nature. Surveys are best-suited method for descriptive research. So

survey method is used for the study.

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CUSTOMER PERCEPTION CHAPTER 2


IMPORTANCE AND NEED FOR THE STUDY

Although there have been studies on customer perception, its application and affects

on two wheelers seen to be unimpressive. Hence this study valuable contribution in analyzing

customer perception. And its effects as the organization due fast changing development in

economic scenario improving the performance of the organization is essential as a result

under taking an academic study on custo9mer perception will be definitely helpful in

achieving the organization effectiveness and its market share.

Success of the business hinged on sound decisions are the outcome of relevant, clear,

complete, accurate, timely, objective and authentic information about the customer a source

of perception, impact of advertisement, their level of satisfaction, the factor influencing in

customer preference, customer opinion regarding the technological advancement and about

the competitors.

OBJECTIVES OF THE STUDY

1. To find the age group, educational background , occupation / profession and incomeand income level of the respondents.

2. To know the factors that contributes in purchase of two wheelers.3. To know about the various services offered by the dealers.4. To know the response of the dealers towards customers problems.5. To know what added features customers are expecting apart from the existing ones.

.SOURCES OF DATA:

PRIMARY DATA

Primary data are those, which are collected fresh and for the first time and this happen

to be original in character. In this study primary data was collected by interview schedule

method.

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SECONDARY DATA

Secondary data are those, which are collected from existing data. Secondary data for

this study include appropriate material from newspaper, Magazines, Broachers, Company

Reports, Standard Text Nooks, and information from internet has also been acquired

whenever necessary.

SAMPLING:

TOTAL POPULATION:

Population of the city considered for the project study is 6,91,200.

SAMPLE SIZE

The study is conducted on a sample of 75 respondents.

SAMPLING TECHNIQUE:

Sampling is a systematic approach of selecting a few elements from an entire

collection of units in order to make some INTERPRETATIONs about the total population it

is a small specimen or a segment of the whole population representing its general qualities as

for as possible. The study was undertaken by convenience sampling.

LIMITATIONS OF THE STUDY

The scope of the project is limited only to the two wheelers of Hero Honda andhence we are unable to cater to the desire of needs of the customers.

The project is limited only to the KURNOOL city and its surrounding areas andhence, the results of the study would represent the reaction of the customers form this

region only and is based on a small sample.

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The project is based on the interview methodology by a structured questionnaire andthe personal skills of the person undertaking the project also affect the results.

Time was a limiting factor for the study.

Respondents inability to give the correct answers or lack of information,forgetfulness or willingness to give correct answers.

Perceive loss of prestige, social status while conducting the interview. Time constraint, few respondents do not pay proper attention because of lack of time. The limitation findings were restricted Kurnool. Through there was greater geographical consideration of sample study limits to

samples from various areas not covered in Kurnool.

STATISTICAL TECHNIQUES:

QUESTIONNAIRE: Customers are asked question through a well structured questionnaire

method.

PERCENTAGE ANALYSIS: Using respondent values, calculations are made to find out the

percentage.

BAR DIAGRAM: Bar diagrams are most popular presentations to analyze the data.

Marketing Research and Analysis:

In order to make fact-based decisions, regarding and design effective, cost-efficient

implementation programs, firms must possess a detailed, objective understanding of their

own business and in which they operate. In analyzing these issues, the discipline of

marketing management often overlaps with the related discipline of.

Perception:

Perception is defined as the process by which an individual selects, organizes and

interprets stimuli, into a meaningful and coherent picture of the world. Two individuals

may be exposed to the same stimuli under the same apparent conditions but how each

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persona recognizes. Selects, organizes and interprets these stimuli is a highly individual

process based on each person own needs values and expectations.

by Leon. G. Schiff man & Leslic Lazar.

Perception is the process of selecting organizing and interpreting attaching meanings

to events happening in environment.

by L.M. Prasad

Perception is mental process where by an individual selects data or information from

the environment, organizes it and then draws a significance or meaning from it.

by Suja. R. Nair.

Perception is the process by which these sensations are selected organized &

interpreted.

by Michael. R. Solomon

1. Customer retention is vital for the survival of software development organizations,

especially under current economic trend of global outsourcing. For a software development

organization it is very advantageous to be able to use one project with a customer as a

stepping stone for another. However, many software development projects fail and even

successful projects might not guarantee repeat business. The most dominant definition of

project success defines success as the deliver of the desired product on time and within

budget. This definition is used in man project management and process improvement

methods. In this article we show that this definition of project success has a blind spot to

aspects are extremely relevant for customer retention. This poses the question what a project

leader should do inured to help his company gain competitive advantage. We indicate that

delivery quality might be a potential area of improvement for software development teams in

order to satisfy customers to the level of re-busy intentions.

2. Studies in process change have focused on the improvement of operational

performance measure such as the actual waiting time of service system. However, process

redesign may not only change the actual waiting tie but also have significant impact on

perceived waiting time. We examine how process changes react customer perceptions on

waiting and customer satisfaction. We describe a detailed study in which customer waiting

times, both actual and perceived, were measured and compared before and after a process

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CUSTOMER PERCEPTION CHAPTER -3


COMPANY PROFILE

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COMPANY PROFILE

HERO the brand name symbolizing the steely ambition of the Munjal brothers,

came into being in the year 1956. From a modest manufacturer of bicycle components in the

early 1940s to the worlds largest bicycle manufacturer today, the odyssey was fueled by one

vision to build long lasting relationships wit everyone including workers, dealers and

vendors. This philosophy has paid rich dividends through the years.

Hero, a name synonymous with two wheelers in india is today a multi-unit,multi-

product, geographically diversified group of companies. Through fully integrated operations.

The Munjals roll their own steel, make critical components such as fee wheels for their

bicycles, and have the foresight to simultaneously diversify into myriad ventures like product

designing IT enabled services finance and insurance just to name a few.

Like every success story, Heros saga contains an element of spirit and enterprise, of

achievement through grit and determination, coupled with vision and meticulous planning.Throughout its success trail, the Hero Group an its members have displayed unwavering

passion of setting higher standards for themselves and delivering simply the best to their

customers.

The Hero Group philosophy is To provide excellent transportation to the

common man at easily affordable prices and to provide total satisfaction in all its

spheres of activity

Thus apart from being customer-centric, the Hero Group also provides it employees with a

fine quality of life and its business associates with a total sense of belonging.

Engineering satisfaction is the prime motive of the Hero Group and it has become

way of life and of the work culture of the Group. This is what drives the Group to seek

newer vistas, adopt faster technology and create quality driven products to the utmost

satisfaction of customers, Partners, dealers and vendors.

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Today the Hero Group has a number of accolades and achievements to its credit. Yet

consumer requirements and newer technologies provide fresh challenges every day, and at

Hero the wheels of progress continue to turn.

Joint venture between Hero Group, the worlds largest bicycle manufacturers and the

Honda Motor Company of Japan, has today become the Worlds single largest two wheeler

company. Coming into existence on January 19, 1984. Hero Honda Motors Limited gave

India nothing less than a revolution on two wheels, Made even more famous by the Fill it-

shut it- Forget it campaign. Driven by the trust of over 5 million customers, the Hero Honda

product range today commands a market share of 48% making it a veritable giant in the

industry. Add to that technological excellence, an expansive dealer network, and reliable

after sales service, and you have one of the most customer friendly companies.

This is proved by the companys sales over the years

1985-86 80,000 units

1989-90 1,70,000 units

1998-99 4,00,000 units

1999-00 9,00,000 units

2000-01 16,30,550 units

2001-02 28,50,000 units

2002-03 52,00,000 units

2003-04 82,00,000 units

2004-05 1,10,00,000 units

2005-06 1,53,00,000 units

2006-07 2,00,00,000 units

2007-08 2,64,00,000 units

Customers satisfaction, higher quality product, the strength of Honda technology and

the Hero groups dynamism have helped HHML scale new frontiers and exceed limits.

In the words of Mr. Brijmohan Lal Munjal, the Chairman and managing Director, we

will continue to make every effort t required for the development of the motorcycle industry.

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Through new product development technological innovation, investment in equipment and

facilities and through and through efficient management.

As a market leader in motorcycle with the sales of over 10 million motor cycles and a

strong market share of 48% during the year 2005-2006.

Splendor which is the largest selling motorcycle brand in world with over 4.56 million

motorcycle sole in 2005-2006.

JOINT VENTURES

Global Gearing > Alliances

Over the years, Hero Group has strengthened its joint ventures, forged profitable

relationships with its partners an allied itself with some of the best players in the market,

Technology assimilation through wide sourcing has been and will continue to be an integral

part of the progression of the Hero Group.

Technology Related Partnerships / Alliances and Joint Ventures

Hero entered a joint venture for technical and financial participation with oneof the worlds largest automotive makers, Honda Motor Company Limited

of Japan, in 1984 for the manufacture of 100cc motorcycles in india.

Heros quest for low-budget , fuel-efficient and environment- friendly twowheeler led Hero Motors to enter into a Technical Collaboration with Steyr

Dailmer Puch of Austria in 1987 for the manufacture of 65cc, porshe design

mini-motorcycles.

Munjal show a Limited has set up a state of the art piston manufacturingfacility in technical collaborations with M/s. Honda Foundry Company

Limited of Japan, the pioneers in the world of manufacturing high strength

light weight pistons used in light , powerful fuel-efficient engines

Munjal Auto Industries Limited has a joint venture with the State ownedGujarat Industrial Investment Corporation, to cater to the needs of the

overseas market.

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Hero Cycles CR Division was set up in consultation with Mecon Asiaslargest engineering consultants and in Technical Collaboration with Wean

united , USA.

Hero Cycle Cold Rolling Division has also entered into a technicalcollaboration with Kawasaki steel Corporation, Japan for the improvement

of production yield, elimination of defects, reduction of customer returns and

enhancement of maintenance operations against certain predetermined targets.

Vision

The Hero Honda story began with a simple vision the vision of a mobile and an empowered

India, powered by Hero Honda. This vision was driven by Hero Hondas commitment to

customer, quality and excellence, and while doing so, maintaining the highest standards of

ethics and societal responsibilities. Hero Honda believes that the fastest way to turn that

dream into a reality is by remaining focused on that vision.

Strategy

Hero Hondas key strategy has been driven by innovation in every sphere of activity

building a robust product portfolio across categories, exploring new markets, aggressively

expanding the network and continuing to invest in brand building activities.

Manufacturing

Hero Honda bikes are manufactured across three globally benchmarked manufacturing

facilities. Two of these are based at Gurgaon and Dharuhera which are located in the state of

Haryana in northern India. The third and the latest manufacturing plant is based at Haridwar,

in the hill state of Uttrakhand.

Technology

In the 1980s Hero Honda pioneered the introduction of fuel-efficient, environment friendly

four-stroke motorcycles in the country. Today, Hero Honda continues to be technology

pioneer. It became the first company to launch the Fuel Injection (FI) technology in Indian

motorcycles, with the launch of the Glamour FI in June 2006.

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Products

Hero Honda's product range includes variety of motorcycles that have set the industry

standards across all the market segments. The company also started manufacturing scooter in

2006. Hero Honda offers large no. of products and caters to wide variety of requirementsacross all the segments.

Distribution

The company's growth in the two wheeler market in India is the result of an intrinsic ability

to increase reach in new geographies and growth markets. Hero Honda's extensive sales and

service network now spans close to 4500 customer touch points. These comprise a mix of

authorized dealerships, Service & Spare Parts outlets, and dealer-appointed outlets across the

country.

Brand

The company has been continuously investing in brand building utilizing not only the new

product launch and new campaign launch opportunities but also through innovative

marketing initiatives revolving around cricket, entertainment and ground- level activation.

Hero Honda has been actively promoting various sports such as hockey, cricket and golf.

Hero Honda was the title sponsor of the Hero Honda FIH Hockey World Cup that was played

in Delhi during Feb-March 2010. Hero Honda also partners the Commonwealth Games Delhi

2010.

2009-10 Performance

Total unit sales of 46,00,130 two-wheelers, growth of 23.6 per cent

Total net operating income of Rs. 15860.51 Crores, growth of 28.1 per cent

Net profit after tax at Rs. 2231.83 Crores, growth of 74.1 per cent

Final dividend of 1500% or Rs. 30 per share on face value of each share of Rs. 2

EBIDTA margin for the year 17.4 per cent

EPS of Rs. 111.77, growth of 74.1 per cent

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HISTORY OF COMPANY:

Year Awards & Recognitions

2010 Company of the Year awarded by Economic Times Awards for Corporate

Excellence 2008-09.

CNBC TV18 Overdrive Awards 2010 'Hall of Fame' to Splendor

NDTV Profit Car & Bike Awards 2010 -

Two-wheeler Manufacturer of the Year CnB Viewers' Choice Two-wheeler of the Year (Karizma ZMR)

Bike Maker of the Year by ET-ZigWheels Car & Bike of the Year Awards 2009

2009 'Two-wheeler Manufacturer of the Year' by NDTV Profit Car & Bike Awards 2009

and Passion Pro adjudged as CNB Viewers' Choice two-wheeler

Top Indian Company under the 'Automobile - Two-wheelers' sector by the Dun &Bradstreet-Rolta Corporate Awards

Won Gold in the Reader's Digest Trusted Brand 2009 in the 'Motorcycles' category

NDTV Profit Business Leadership Awards 2009 - two-wheeler category

2008 NDTV Profit Business Leadership Award 2008 - Hero Honda Wins the Coveted

"NDTV Profit Business Leadership Award 2008"

TopGear Design Awards 2008 - Hunk Bike of the Year Award

NDTV Profit Car India & Bike India Awards - NDTV Viewers Choice Award to Hunk

in Bike category

IndiaTimes Mindscape and Savile Row ( A Forbes Group Venture ) Loyalty Awards -

Customer and Brand Loyalty Award in Automobile (two-wheeler) sector

Asian Retail Congress Award for Retail Excellence (Strategies and Solutions of business

innovation and transformation) - Best Customer Loyalty Program in Automobile category

NDTV Profit Car India & Bike India Awards - Bike Manufacturer of the year

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Overdrive Magazine - Bike Manufacturer of the year

TNS Voice of the Customer Awards:

No.1 executive motorcycle Splendor NXG No.1 standard motorcycle CD Deluxe No. premium motorcycle CBZ Xtreme

2007 The NDTV Profit Car India & Bike India Awards 2007 in the following category:

Overall "Bike of the Year" - CBZ X-treme "Bike of the Year" - CBZ X-treme (up to 150 cc category) "Bike Technology of the Year" - Glamout PGM FI

"Auto Tech of the Year" - Glamout PGM FI by Overdrive Magazine.

"Bike of the Year" - CBZ X-treme by Overdrive Magazine.

Ranked CBZ X-treme "Bike of the Year" - by B S Motoring Magazine

Most Trusted Company , by TNS Voice of the Customer Awards 2006.

CD Deluxe rated as "No 1 standard motorcycle" by TNS Voice of the Customer Awards

2006.

2006 Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two

Wheeler Company).

One of the 8 Indian companies to enter the Forbes top 200 list of worlds most reputed

companies.

No. 1 in automobile industry by TNS Corporate Social Responsibility Award.

Best in its class awards for each category by TNS Total Customer Satisfaction Awards

2006:

Splendor Plus (Executive)

CD Deluxe (Entry)

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Pleasure (Gearless Scooters)

Splendor & Passion - Top two models in two wheeler category by ET Brand Equity Survey

2006.

Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler

Company).

Top Indian company in the Automobile - Two Wheeler sector by Dun & Bradstreet -

American Express Corporate Awards 2006.

Hero Honda Splendor rated as India's most preferred two-wheeler brand at the Awaaz

Consumer Awards 2006.

Certificate of Export Excellence for outstanding export performance during 2003-04 for two-

wheeler & three- wheelers - Complete (Non SSI) by Engineering Export Promotion Council.

The NDTV Profit Car India & Bike India Awards 2006 in the following category:

Bike Maker of the Year Bike of the Year - Achiever Bike of the Year - Achiever (up to 150 cc category) Bike of the Year - Glamour (up to 125 cc category) NDTV Viewers' Choice Award to Glamour in the bike category

2005: Awaaz Consumer Awards 2005 - India's most preferred two-wheeler brand by CNBC

in the 'Automobiles' category.

Bike Maker of the Year Award by Overdrive Magazine.

ICWAI National Award for Excellence (Second) in Cost Management 2004 in the private

sector category by ICWAI.

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10th Motilal Oswal Wealth Creator Award for as the most consistent wealth creator for the

period 1991-2005.

2004: Winner of the Review 200 - Asia's Leading Companies Award (3rd Rank amongst the

top 10 Indian companies).

GVC Level 1 (Highest Rating) by CRISIL for corporate Governance.

Adjudged as the Best Value Creator - Large Size Companies 2003-04 by The Outlook

Money.

Corporate Excellence Award 2004 by Indian Institute of Materials Management.

Adjudged as the Organization with Innovative HR Practices by HT Power Jobs for HR

Excellence.

ICSI National Award for Excellence in Corporate Governance 2004 by The Institute of

Company Secretaries of India.

2003 Winner of the Review 200 - Asia 's Leading Companies Award (3rd Rank amongst

the top 10 Indian companies).

Most Respected Company in Automobile Sector by Business World.

Bike Maker of the Year by Overdrive Magazine.

2002 Bike Maker of the Year by Overdrive Magazine.

Winner of the Review 200 - Asia 's Leading Companies Award (4th Rank amongst the top 10

Indian companies).

Company of the Year of ET Awards for Corporate Excellence.

Ranked 4th in 'Overall Best Managed Company' category, ranked 3rd in 'Best Financial

Management' and 'Best Operational Efficiency' category, ranked 6th in 'Overall Best Investor

Relations' category, by Asiamoney.

Highest Wealth Creating Company of the Year Award by the Money.

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GVC Level 1 (Highest Rating) by CRISIL for Corporate Governance.

2001 Bike Maker of the Year by Overdrive Magazine.

Winner of the Review 200 - Asia 's Leading Companies Award (9th Rank amongst the top 10

Indian Companies).

Winner of Three Leaves Award for showing Corporate Environment Responsibility in the

Automobile Sector by Centre for Science & Environment.

1999 National Productivity Award for the Best Productivity Award in the category of

Automobile & Tractor presented by Vice President of India.

1995 The Analyst Award 1995 presented to Hero Honda Motors Ltd. on being ranked 9th

amongst the most investor rewarding companies in India.

1995 National Award for outstanding contribution to the Development of Indian Small

Scale Industry (NSIC Award - Presented by President of India).

1991 Economic Times-Harvard Business School Award for Corporate Performance to Hero

Honda Motors Ltd.

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COMPANY DEVELOPMENTS

Key Developments: HERO HONDA MOTORS LIMITED (HROH.BO)

Hero Honda Motors Limited Executes Licensing Agreements

Monday, 24 Jan 2011

Hero Honda Motors Limited announced that Hero Honda Motors Ltd. and Honda Motor Co.,

Japan on January 22, 2011 executed final binding licensing agreements with respect to

existing products and new products following the Memorandum of Understanding ofDecember 16, 2010, which had been approved by their respective Boards of Directors.

Honda Motor Co., Ltd. Formally Decides To Sell Stake In India

Motorcycle Joint Venture With Hero Honda Motors Limited-DJ

Thursday, 16 Dec 2010

Dow Jones reported that Honda Motor Co., Ltd. has formally decided to sell its 26% stake in

the Indian motorcycle joint venture Hero Honda Motors Limited to concentrate resources on

its own two-wheeler unit in the country, the Nikkei reported. Honda Motor Co., Ltd. appears

to be leaning toward setting the price below Hero Honda's prevailing market price, the Nikkei

reported, without citing sources.

Munjals to Buy Out Honda Motor Co., Ltd.'s Stake in Hero Honda Motors

Limited for USD 1 Billion-The Economic Times

Tuesday, 14 Dec 2010

The Economic Times reported that the Munjal family is set to acquire Honda Motor Co.,

Ltd.'s 26% stake in their joint venture Hero Honda Motors Limited for around USD 1 billion

or half the current value of the stake in the stock market. Honda Motor Co., Ltd. will

completely exit the joint venture and focus solely on its wholly-owned company Honda

Motorcycles & Scooters India.

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Honda Motor Co., Ltd. To End Motorcycle JV With Hero Honda Motors

Limited-Reuters

Saturday, 4 Dec 2010

Reuters reported that according to the Nikkei business daily, Honda Motor Co., Ltd. has

reached a basic agreement this week to dissolve its partnership in Hero Honda Motors

Limited.

Three US Firms May Team Up To Buy 18% Of Hero Honda Motors

Limited-DJ

Monday, 18 Oct 2010

Dow Jones reported that U.S. private equity firms Carlyle Group LP, Kohlberg Kravis

Roberts & Co. and Warburg Pincus LLC are in talks to acquire up to 18% of Hero Honda

Motors Limited. The three suitors would unite to buy the stake through a two step transaction

COMPANY ACHIVEMENTS

PROMINENT AWARDS TO THE CHAIRMAN

Year Awards and Accolades

2009 'LMA-Sat Paul Mittal Lifetime Achievement Award' for the year 2008

SIAM Golden Jubilee Award for outstanding contribution in automobile industry

Lifetime Achievement Award by ACMA

Lifetime Achievement Award by NDTV Profit Busienss Leadership Awards 2009

PHD Lifetime Achievement Award 2009

2006 'Lifetime Achievement Award' for Translating Excellence in Corporate Governance

into Reality by The Institute of Company Secretaries of India

2005 Indian Automotive Hall of Pride by Overdrive

CNBC TV18 Commendation of Business Leadership displaying extraordinary

Corporate Leadership and Entrepreneurial Spirit

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Padma Bhushan' by Government of India

Doctor of Letters (Honoris Causa) by Hemwati Nandan Bahuguna Garhwal University,

Srinagar Garhwal

Lifetime Achievement Award' by ET Awards for Corporate Excellence

2004 Life Time Achievement Award for Management by All India Management Association

D. Litt. (Honoris Causa) by Banaras Hindu University

Lifetime Achievement Award by Amity Business School

Lifetime Achievement Award by HT Power Jobs

2002 Entrepreneur of the Year Award by Business Standard

Giants International Award to the Chairman in the field of Business & Industry

Business Leadership Award by Madras Management Association

2001 Entrepreneur of the Year Award by Ernst & Young

2000 Sir Jehangir Ghandy Medal for Industrial Peace - by XLRI, Jamshedpur

1998 Business Leader of the Year by Business Baron

1997 Distinguished Entrepreneurship Award by PHD Chambers of Commerce & Industry

1995 National Award for outstanding contribution to the Development of Indian Small Scale

Industry (NSIC Award - Presented by President of India)

1994 Businessman of the Year by Business India Group of Publications

1992 Honorary Membership - Indian Institution of Industrial Engineering Award

PROMINENT AWARDS TO THE CHAIRMAN


2009 'LMA-Sat Paul Mittal Lifetime Achievement Award' for the year 2008

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SIAM Golden Jubilee Award for outstanding contribution in automobile industry

Lifetime Achievement Award by ACMA

Lifetime Achievement Award by NDTV Profit Busienss Leadership Awards 2009

PHD Lifetime Achievement Award 2009

2006 'Lifetime Achievement Award' for Translating Excellence in Corporate Governance

into Reality by The Institute of Company Secretaries of India

2005 Indian Automotive Hall of Pride by Overdrive

CNBC TV18 Commendation of Business Leadership displaying extraordinary

Corporate Leadership and Entrepreneurial Spirit

Padma Bhushan' by Government of India

Doctor of Letters (Honoris Causa) by Hemwati Nandan Bahuguna Garhwal University,

Srinagar Garhwal

Lifetime Achievement Award' by ET Awards for Corporate Excellence

2004 Life Time Achievement Award for Management by All India Management Association

D. Litt. (Honoris Causa) by Banaras Hindu University

Lifetime Achievement Award by Amity Business School

Lifetime Achievement Award by HT Power Jobs

2002 Entrepreneur of the Year Award by Business Standard

Giants International Award to the Chairman in the field of Business & Industry

Business Leadership Award by Madras Management Association

2001 Entrepreneur of the Year Award by Ernst & Young

2000 Sir Jehangir Ghandy Medal for Industrial Peace - by XLRI, Jamshedpur

1998 Business Leader of the Year by Business Baron

1997 Distinguished Entrepreneurship Award by PHD Chambers of Commerce & Industry

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1995 National Award for outstanding contribution to the Development of Indian Small Scale

Industry (NSIC Award - Presented by President of India)

1994 Businessman of the Year by Business India Group of Publications

1992 Honorary Membership - Indian Institution of Industrial Engineering Award

PROMINENT AWARDS TO THE MD & CEO


2010 Man of the Year' in the Indian Automotive Industry by NDTV Profit Car & Bike

Awards 2010

2009 'Man of the Year' by CNBC TV 18 Overdrive 2009 - Bike India 'Power Personality'

for 2009

Award for Corporate Excellence in Vocation by Rotary International District 3010

India 'Power Personality' for 2009

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COMPANY STRUCTURE

Hero Honda

detailseditunmap

Brij Mohan Munjal

Chairmandetailseditunmap

Pawan Munjal

Managing Directordetailseditunmap

Anil Dua

Senior VP, Sales & Marketingdetailseditunmap

Ravi Sud

Senior VP, Financedetailseditunmap

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Dr. Anadi Pande

VP, HRM & Corporate Planning & Strategydetailseditunmap

Dr. Sujita Khemka

Senior Manager, Training & Developmentdetailseditunmap

Vikram Kasbekar

Senior VP, Operations detailseditunmap

Vijay Sethi

VP, Information Systems detailse ditunmap

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CUSTOMER PERCEPTION CHAPTER -4 & 5


DATA ANALYSIS

ANDINTERPRETATION

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1)What is your opinion about owining a motor cycle?

Table 1:

Particulars Respondents % of Respondents

Comport 12 16

Luxury 22 29

Necessity 29 39

Status 12 16

Total 75 100

GRAPH-1:

INTERPRETATION:

16% of people owinig is prefer is comfort.29% of people is owinig prefer is luxury.39%

of People is owinig is prefer is necessity.16% of people is owinig is status.

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2) Which brand of motor cycle are you presently using?

Table 2:


Hero Honda 22 29

Bajaj 22 29

Yamaha 20 27

TVS 11 15

Total 75 100

GRAPH-2:

INTERPERTATION:

29% of people is presently using is hero Honda.29% of people presently is using

bajaj.27% Of people is presently using is Yamaha.15% of people is presently using is Tvs.

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3)Through which media did you came to know about hero Honda?

Table 3:


T.v 09 12

News paper 21 28

F.M radio 30 40

INTER Net 15 20

Total 75 100

GRAPH-3:

iNTERPRETATION:

12% of people respondent prefer is awareness through of T.v.28% of people respondent

Prefer is news paper.40% of people respondent prefer is F.m radio.20% of people respondent

is prefer internet.

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4) please give your opinion about the Adversitement ?

Table 4:


Excellent 26 35

Very good 13 17

Ok 16 21

Need To Change 20 27

Total 75 100

GRAPH-4:

INTERPRETATION:

35% of people is respondent opinion of adversiment is prefer excellent.17% of people

Is respondent opinion on advesiment of very good.21% of people is respondent opinion

Of adverwsiment opinion of ok.27% of people is respondent opinion of advesiment is need to

change.

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5) Who motivated you before buying motor cycle?

Table 5:


Sales man 34 45

Words mouth 14 19

Dealers 08 11

Reliability and long 19 25

Total 75 100

GRAPH-5

45%

19%

11%

25%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Sales Man Words To

Mouth

Dealers Reliabil ity and

Change

INTERPRETATION:

45% of people is motivated of sales man.19% of people is motivated of words of

mouth 11% of people is motivated of dealers.25% of people is motivated of reliability and

change.

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6) What to do think about the price?

Table 6:


Economical 10 13

Moderate 17 23

Expensive 16 21

Cannot say 32 43

Total 75 100

GRAPH-6:

13%

23%21%

43%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Econom ical Moderate Expensive Cannot Say

INTERPERTATION:

13% of respondent opinion on people price of motor cycle is economical.23% of

respondent Opinion on people price of motor cycle is moderate.21% o respondent price of

mtor cycle Is expensive.43%of opinion on people of motor cycle is cant say.

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7) Please rank the parameter which influence you to buy a particular motor cycle (rank for

to..5)?

TABLE:7


Price 24 32

Brand 25 33

Performance 10 13

Service 16 22

Total 75 100

GRAPH-7:

32% 33%

13%

22%

0%

5%

10%

15%

20%

25%

30%35%

Price Brand Performance Serv ice

INTERPRETATION:

32% of people rank the price 33% of people rank the brand 13% of people rank the

performance 16% of people rank the service.

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8) What is your opinion regarding mileage should be?

Table 8:


Excellent 27 36

Good 14 19

Poor 16 21

Can not say 18 24

Total 75 100

GRAPH-8:

36%

19% 21%

24%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Excellent Good Poor Cannot Say

INTERPRETATION:

Opinion on spare parts of 36% people of excellent opinion on spare parts of 19% of

Good opinion on spare parts of 21% of people poor opinion on spare parts of 24% of

People of cannot say.

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9) what is your opinion on spare parts ?

Table 9:


Economic 19 25

Expensive 17 23

Need not 21 28

Necessary 18 24

Total 75 100

GRAPH-9:

25%23%

28%

24%

0%

5%

10%

15%

20%

25%

30%

Economic Expensive Need not Necessary

INTERPRETATION:

Opinion on spare parts of 25% is Economic opinion on spare parts of 23% of people

Is expensive opinion on spare parts of 28% is need not .opinion on spare parts of 24%

Of people necessary.

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10) What are add value feature you are looking for in a motor cycle that could enhance

the for money?

Table 10:


Long life 22 29

Low cost 15 20

Good mileage 23 31

Trend 15 20

Total 75 100

GRAPH-10:

29%

20%

31%

20%

0%

5%

10%

15%

20%

25%

30%

35%

Long Life Low Cost Good Mileage Trend

INTERPRETATION:

29% of people look for long life,20% of people look for low cost,31% of people look for

good mileage 20% of people look for trend.

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11) What are the other companies competing the hero Honda?

Table 11:


Bajaj 27 36

Yamaha 09 12

T.v.s 18 24

Honda 21 28

Total 75 100

GRAPH-11:

36%

12%

24%

28%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Bajaj Yahama T.V.S Honda

INTERPRETATION:

36% of people think that bajaj is a competitor of hero Honda,12% ,24%,28%,of people

think that Yamaha ,TVS ,Honda is a competitor.

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12) Depending on which factors motor cycle are very popular in Todays Enviornment?

TABLE:12


Easy Trasportation 19 25

Cost of transportation 17 23

Convinent for use 21 28

Maintance is esay 18 24

Total 75 100

GRAPH-12:

25%23%

28%

24%

0%

5%

10%

15%

20%

25%

30%

Easy Transport Cost Of

Transportation

Convinent for

uses

Maintace Is

Esay

INTERPRETATION:

Motorcycle is popular by Esay transportation to the extent of 25%,by cost of the extent of

23% ,by cost of the extent of 28%,by cost of the extent of24%.

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13) How is the after slaes service of the company?

Table 13:


Good 23 13

Statisfactory 16 21

Bad 17 23

Not avalid 19 25

Total 75 100

GRAPH-13:

13%

21%23%

25%

0%

5%

10%

15%

20%

25%

Good Statisfactorfy Bad Not Avalid

INTERPRETATION:

13% of people say that service is good,21% of people say that service is statisfactory

23% of people say that service is bad,25% of people say that service is not avalid.

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14) What is your opinion about color selection of motor cycle?

Table 14:


No idea 19 25

Not necessary 14 19

Necessary 20 27

Not much important 22 29

Total 75 100

GRAPH-14:

25%

19%

27%29%

0%

5%

10%

15%

20%

25%

30%

No Idea Not Necessary Nece ssar y Not Much

Important

INTERPRETATION:

25% of people say that NOIDEA,19% of people say that NOT NECESSARY,27% of

people say that NECESSARY,29% of people say that NOT MUUCH IMPORTANT.

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15) Among the following which one do you like?

Table 15:


100 CC bike 23 31

125 CC bike 12 16

150 CC bike 16 21

180 CC bike above 19 32

Total 75 100

GRAPH-15:

31%

16%

21%

32%

0%

5%

10%

15%20%

25%

30%

35%

100 CC Bike 125 CC Bike 150 CC Bike 180 CC And

above

INTERPRETATION:

31% of people like that 100cc bike16% of people like that 125cc bike,21% of people

Like that 150cc bike, 32% of people like that 180cc bike.

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SUMMARY, FINDING

AND

SUGGESTIONS

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10. 29% of people look for long life,20% of people look for low cost,31% of people look for

good mileage 20% of people look for trend.

11. 29% of people look for long life,20% of people look for low cost,31% of people look for

good mileage 20% of people look for trend 36% of people think that bajaj is a competitor

of hero Honda,12% ,24%,28%,of people think that Yamaha ,TVS ,Honda is a competitor.

12 Motorcycle is popular by Esay transportation to the extent of 25%,by cost of the extent

of 23% ,by cost of the extent of 28%,by cost of the extent of24%.

13. 13% of people say that service is good,21% of people say that service is statisfactory

23% of people say that service is bad,25% of people say that service is not avalid.

14.25% of people say that NOIDEA,19% of people say that NOT NECESSARY,27% of

people say that NECESSARY,29% of people say that NOT MUUCH IMPORTANT.

15 31% of people like that 100cc bike16% of people like that 125cc bike,21% of people

Like that 150cc bike, 32% of people like that 180cc bike.

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FINDINGS

1. More than 78% of the respondents felt the ownership of Motor Cycle as necessity,while 7% of them felt it is as comfort. 4% of the respondent felt it is as luxury and

11% of respondents felt it is as status.

2. 24% of the respondents were satisfied with the after sales service of Hero Honda,while 36% fel it as good, 40% as bad and 2% as excellent.

3. 36% of the respondents felt that the price of Hero Honda as economical, while 11% ofthem felt it as expensive and 49% of them felt that the price as moderate.

4. When asked about the opinion on Hero Honda motorcycles advertisement 15% asexcellent, 31% as very good and 44% as ok. And 11% of them expecting change.

5. There are many criterias considered by customers while choosing the motorcyclecompany or particular model. Hero Honda I found 38% customers considered

mileage factor while selection and variety.

6. Customers have right to expect for company 32% customers expect long service fromthe company.

7. With out proper motivation no one will buy the particular motor cycle it is found that76% customers affected by work of mouth, 9% by sales man, 13% by reliability and

2% by dealers.

8. It is observed that Hero Honda is a market leader in motorcycle industry.

9. Hero Honda has the highest sales while Crux and freedom has very low sales.

10.Victor is a second leading competitor.

11.The splendor model of Hero Honda is mostly used motorcycle

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SUGGESTIONS

The following are the few suggestions from my point of view of Meghanath Automobiles

regarding customer Perception, which may be correct or may not.

1. Give preferences to customer2.

Minimize the gap between customers and dealers

3. Media advertise should be effective.4. Dealer should provide the motorcycles as per demands of customers.5. Give preference to test ride of motorcycle.6. Servicing standard should have the level of satisfaction.7. Generally the buying decisions are taken by middle class people so they should be

targeted.

8. The company should also introduce various installments schemes in order to promotethe sales.

9. The company should try to sell the motorcycles at competitive prices and should alsoconcentrate in after sales service and as to benefit the company in the long run.

10.News papers, magazines, Television, web-sites are the best and the most effectivemedia for advertising the various brands of motorcycles.

11.The spare parts of the Hero Honda motorcycles are commonly available in the market.12.The buyers look for a motorcycle which has a lower price as compared to other brands

available in the market followed by the company.

13.Installments schemes are preferred by the buyers.

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CUSTOMER PERCEPTION BIBLIOGRAPHY


BLIOGRAPHY:

BOOKS:

Consumer Behavior Leon. G. Schiffman & Leslic Lazar Kanukl Consumer behavior Indian perspective, --Suja.R.Nair Consumer behavior, -- Michael R. Soloman Marketing channels (6th edition),. Annet Coughlan, Erin Anderson, Louis

W.Stern

Research Methodology -- R.C. Kotari Marketing Research -- D.D. Sharma.

Magazines

Indian journal of marketing Business World

The economic times. American Journal of Marketing

Internet:

www.herohonda.com

www.marketingteacher.com

www.actapress.com

www.70.homepage.villanova.edu

www.jcmc.iniana.edu

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CUSTOMER PERCEPTION BIBLIOGRAPHY


www.links.jstor.org

www.springerlink.com

www.pearsoned-asia.com/marketingmanagementasia

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CUSTOMER PERCEPTION QUESTIONNAIRE


QUESTIONNARIES

1. What is your opinion about owning a Motorcycle?

A) Comfort B) luxury

C) Necessity D) Status

2. Which BRAND of motor cycle are you presently using?

A) Hero Honda B) Bajaj

C) Yamaha D) TVS

3. Through which media did you came to know about Hero Honda?

A) T.V B) News Paper

C) FM Radio D) Internet

4. Please give your opinion about the advertisement?

A) Excellent B) Very Good

C) Ok D) Need to change

5. Who motivated you before buying motorcycle?

A) Sales Man B) Words of mouth

C) Dealers D) Reliability and long6. What do you think about the price?

A) Economical B) Moderate

C) Expensive D) Cannot Say

7. Please rank the parameter which influence you to buy a particular

motorcycle (rank for 5)?

A) Price B) Brand

C) Performance D) Service

8. What is your opinion regarding mileage should be?

A) Excellent B) Good

C) Poor D) Cannot Say

9. What is your opinion on spare parts?

A) Economic B) Expensive

C) Need not D) Necessary

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10. What added value feature you are looking for in a motorcycle

that could enchase the value for money?

A) Long life B) Low cost

C) Good mileage D) Trend

11. What are the other companies competing Hero Honda?

A) Bajaj B) Yamaha

C) TVS D) Honda

12. Depending on which factors motorcycles are very

popular in todays environment ?

A) Easy transportation B) Cost of transportation is low

C) Convenient for use D) Maintenance is easy

13. How is the after sales and service of the company?

A) Good B) Satisfactory

C) Bad D) Not Availed

14. What is your opinion about color selection of motorcycle?

A) No Idea B) Not necessary

C) Necessary D) Not Much Important

15. Among the following which one do you like?

A) 100 cc Bike B) 125 cc Bike

C) 150 cc Bike D) 180 cc and Above

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