CUSTOMER SATISFACTION TOWARDS SALES AND SERVICE PROVIDED BY AMIDEEP HONDA

PREPARED BY:PRATIK BHALALA

PROJECT ON

OVERVIEW OF PRESENTATIONI. INDUSTRIAL PROFILE

II. COMPANY PROFILE

III. SALES AND MARKET SHARE OF TWO-WHEELERS

IV. LITERATURE REVIEW

V. RESEARCH METHODOLOGY

VI. DATA ANALYSIS AND INTERPRETATION

VII.FINDINGS

VIII.CONCLUSION

IX. BIBLIOGRAPHY

I. INDUSTRIAL PROFILE

The First Motorcycle"Who invented the first motorcycle?" It seems like a simple question, but the answer is a bit complicated. Just as the automobile was the answer to the 19th-century dream of self-propelling the horse-drawn carriage, the invention of the motorcycle created the self-propelled bicycle. Motorcycles are descendants of the "safety" bicycle-bicycles with front and rear wheels of the same size, and with a pedal crank mechanism to drive the rear wheel.

The first commercial design was a three-wheeler built by Edward Butler in Great Britain in 1884. It employed a horizontal single-cylinder gasoline engine mounted between two steerable front wheels and connected by a drive chain to the rear wheel. However, it would perhaps be incorrect to call it a precursor of the two-wheeled genre of vehicles.

The person credited with building the first motorcycle in 1885 is Gottlieb Daimler (who later teamed up with Karl Benz to form the Daimler-Benz Corporation).

Continue . . . Further Development

Most of the development during the early phase concentrated on three- and four-wheeled designs since it was complex enough to get the machines running without having to worry about them falling over. The next notable two-wheeler was the Millet of 1892. It used a five-cylinder engine built as the hub of its rear wheel. The cylinders rotated with the wheel and its crankshaft constituted the rear axle.

Increasing PopularityThe popularity of the vehicle grew, especially after 1910. By 1900, many manufacturers were converting bicycles, or pedal cycles as they were sometimes called, by adding small, centrally mounted spark ignition engines. The need for reliable constructions led to road trial tests and competition between manufacturers. The original Tourist Trophy races were held on the Isle of Man in 1907 as reliability or endurance Races. Such events have been the proving ground for many new ideas-from the early two-stroke-cycle designs to the supercharged, multi-valve engines mounted on aerodynamic, carbon fiber reinforced bodywork engines.

II. SALES AND MARKET SHARE OF TWO-WHEELER

Ranking as off Jun'13

Rank company scooter/bike june'13 May'13 % Share

1 Hero Motocorp Scooter+Bike 502279 557890 39.91

2 Bajaj Auto Bike 254544 304780 20.23

3 Honda Scooter+Bike 252114 229006 20.03

4 TVS Scooter+Bike 157351 159346 12.50

5 Yamaha Bike 49168 49460 3.91

6 Suzuki Bike+Scooter 36000 38000 2.86

7 Mahindra Scooter 7000 6000 0.56

  Total 1258456 1344482 100

Hero Motocorp40%

Bajaj Auto20%

Honda20%

TVS13%

Yamaha4%

Suzuki3%

Mahindra1%

Market Share(%)-June 2013

Source: http://www.motorbeam.com/sales-figures/june-2013-two-wheeler-sales-figures-analysis/

III. COMPANY PROFILE

Profile of Honda

Official Name Honda Motorcycle & Scooter India Pvt. Ltd.

Type Private Company

Founded 20 August 1999 in Manesar Gurgaon,Haryana,India.

Headquarters Haryana,India

Key people Keita Muramatsu, President and CEO

Industry Automotive

Products Motorcycles, Scooters

Parent Honda Motor Company,Limited.

Production Capacity 10,00,000 Units per Year

Website http://www.honda2wheelersindia.com

Continue . . .

Company name : Amideep Honda

Established : October, 2012

Address :Simada Naka, Near Amideep petrol Pump,Nana Varachha, Surat-395006.

Phone No. : (0261) 2576000, 2570600

Mobile No. : 9825960645

E-mail : amideephonda@gmail.com

Owner Name : Mr. Parbatbhai Kachhadiya

Manager Name : Mr. Nikunj Jani

Authorised Dealer : Honda company limited.

Number of employee : 30

Our product Shine, Unicorn, Dio, Twister, Aviator, Stunner, CBR, Activa, Dream yuga.

Profile of Amideep Honda

IV. LITERATURE REVIEW

The A study conducted by Kavita Dua Savita (2013) on “Customer Satisfaction With Reference To Tata Motor Passenger Vehicles”

Satisfaction is crucial concern for both customers and organizations. Satisfaction is a subjective concept and therefore difficult to determine. It depends on many factors and varies from person to person and product to product. The importance of customer satisfaction in strategy development for customers and market oriented cannot be underdetermined. Now a day it has become very important factor for each and every organization to enhance the level of customer satisfaction. The overall study reveals that It was found that the customer are mostly satisfied with price , design, safety, mileage, interior space, status brand name, comfort level, spares part and after sale service. http://www.garph.co.uk/IJARMSS/Apr2013/7.pdf

Continue . . .

A study conducted by Khaled Nawaser MBA – Marketing Management, University of Pune, India June (2011) on “The Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty”

In this research, Customer service quality, product quality, customer satisfaction and loyalty can be measured at different stages, for example, at the beginning of the purchase, and one or two years after purchase. The population of the study is all of the Tata Indica car owners in Pune. Hypotheses of the study will be analyzed using regression and ANOVA. Results of the study show that there are high positive correlation between the constructs of customer service and product quality with customer satisfaction and loyalty.http://www.ijhssnet.com/journals/Vol._1_No._7_%5BSpecial_Issue_June_2011%5D/33.pdf

Continue . . .

A study conducted by Nazim Hussain & Waheed Akbar Bhatti Iqra University, Pakistan (2011) on “An Empirical Analysis of After Sales Service and Customer Satisfaction”

This is an empirical study on after sales quality of Pakistan’s automotive battery manufacturer. The re-search measured the quality of service in Atlas Battery, selling product with the brand name of AGS by using the Ser qual method. The data was collected using an instrument from previous study to study the impact of quality of after sales services on customer satisfaction. The main variables effecting customer satisfaction are product quality and social responsibility. The results reveal that customer satisfaction increases with better service delivery.http://www.academia.edu/1114791/An_Empirical_Analysis_of_After_Sales_Service_and_Customer_Satisfaction

V. RESEARCH METHODOLOGY

Marketing ResearchMarketing research is defined as, “The systematic, objective and exhaustive research for the study of facts relevant to any problem in the field of marketing.” It is systematic search for information. It involves data collection, analysis and interpretation.

Statement of Problem Whether the customers are satisfied for sales & service provide by Amideep Honda.Customer satisfaction is positively related with product and service quality. The present study will investigate the relationship among product and service quality, customer satisfaction in the context of Amideep Honda

Continue . . .

Need for the Study Customer is one for whom you satisfy a want or need in return for some of payment. The payment may be money, may be time, or may be goodwill but there is some form of payment. Satisfaction is the level of person felt state by comparing products perceived in relation to the person’s expectations. Satisfaction level is function of difference between perceived performance and expectations. If the performance falls short of expectation the customers Dissatisfied. If the performance is beyond his expectations the customer is Highly Satisfied. Customer satisfaction is customer’s positive or negative feeling about the value that was perceived as a result of using particular organization’s offering in specific used reaction to a series of use situation experience.

Continue . . .

Scope for the Study This project is absolutely based for knowing sales & service. Satisfaction of Honda bike owner from provide by Amideep Honda authorised dealer. The study is limited to the customer of Amideep Honda 2-wheeler buyers. The customer includes who enter the showroom. This study will help us to understand customer’s preference and their needs expected from the Amideep Honda. This study will not only help me as a student but is also assisting Amideep honda to improve their service standards.

Objective of the Study Primary objective :

To Study on Customer satisfaction for sales & service provide by Amideep Honda.

Continue . . .

Secondary objective : To know the company staff responded to customers at the time of sales discussion. To analyse whether customers are satisfied or not after purchasing their bike.To know the reason for dissatisfaction customer of Amideep Honda.To find out suggestion from customer for improve customer satisfaction and improve quality

of service.

Significance of the StudyThe study will point the sales & service provided by Amideep Honda authorised dealer are satisfaction or not?It will reflect the reasons for the dissatisfactions of the customers.The study will bring to know the suggestion of the customers, their needs & wants.

Continue . . . Research Design

The selected descriptive research design, as researcher wants to know the facts regarding the sales and service satisfaction provided by Amideep Honda to customers. The research is useful when the researcher intend to know certain character of the population.

Cross-Sectional

Descriptive research

Longitudinal Study

Field Study Survey Method

In descriptive research, the selected cross sectional study with survey method. Because I have to complete the study within 6 weeks short period and in the survey method, only a fix number of responded are to be interviewed.

Continue . . . Pre testing of questionnaire

The rough questionnaire may not be 100% right so, I have taken 10 surveys as a pre-test of questionnaire.

Sampling PlanSampling Unit :

The selected sampling unit as customers of Amideep Honda.Sample Size :

The sample size should be taken as 100.Sampling Method :

The selected convenience simple random sampling method because of in simple random sampling every member of the population has an equal chance of selection.

Data Collection MethodPrimary data collection methodSecondary data collection method

Continue . . . Research Measuring Instrument

I have used the method of questionnaire. The questionnaire is a list of all the questions to be asked from the respondents. It also provides enough space for answers. I have used both close ended as well as open-ended question. I have attached the questionnaire in the appendix of this project report.

Limitation of StudyThe survey was limited only to the surat cityThe time period of the survey being only 6 weeks it was not possible to conduct a highly in depth and detailed study.In some Cases, The response rate has not been so good as far as the survey work is concerned.

VI. DATA ANALYSIS AND INTERPRETATION1. Gender Wise Respondents

Gender No. of Respondents Percentage

Male 96 96%

Female 4 4%

Total 100 100%

Male96%

Female4%

Gender wise Respondents

Continue . . .2. Occupation wise respondents

OccupationNo. of

Respondents Percentage

Student 12 12%

Business 49 49%

Service 35 35%

Housewife 2 2%

Other 2 2%

Total 100 100%

12%

49%

35%

2% 2%

Respondents

StudentBusinessServiceHousewifeOther

Continue . . .3. Age Wise Respondents

Age N0. of Respondents Percentage

18-24 21 21%

25-39 49 49%

40-54 23 23%

>55 7 7%

Total 100 100%

18-24 25-39 40-54 >550

10

20

30

40

50

60

21

49

23

7

Age wise Respondents

Re-spondent

AGE

Res

pode

nt

Continue . . .4. Which is the honda bike you own?

Bike No. of Respondent PercentageActiva 18 18%Aviator 7 7%

Dio 4 4%Shine 15 15%

Unicorn 14 14%Twister 16 16%Stunner 12 12%

Dream Yuga 11 11%CBR 3 3%Total 100 100%

18%

7%

4%

15%

14%

16%

12%

11% 3%

Bike Wise RespondentsActiva

Aviator

Dio

Shine

Unicorn

Twister

Stunner

Dream Yuga

CBR

Continue . . .5. Was the sales consultant knowledgeable and able to understand

and answer your queries?

AnswerNo. of

Respondent Percentage

Yes 91 91%

No 9 9%

Total 100 100%

Yes91%

No9%

Satisfaction from Sales Person

Continue . . .6. Was test drive of the Honda bike readily available at this Amideep Honda showroom?

Answer No. of Respondent Percentage

Yes 95 95%

No 5 5%

Total 100 100%

95%

5%

Respondents

YesNo

Continue . . .7. Was the Bike delivered to you at the promise date and

time?

Answer No. of Respondent Percentage

Yes 94 94%

No 6 6%

Total 100 100%

Yes No0

10

20

30

40

50

60

70

80

90

100 94%

6%

Bike Delivery at the promise Date & Time

Resp...

Res

pod

ent

Answer

Continue . . .8. Did this Amideep Honda showroom contact you after the

delivery of your new bike to ensure everything was satisfactory?

Answer No. of Respondent PercentageYes 81 81%No 19 19%

Total 100 100%

If yes, how were you contacted?

Contacted No. of Respondent PercentagePhone 81 100%Letter 0 0E-Mail 0 0

Personal visit 0 0Totle 81 100%

Yes81%

No19%

No. of Respondent

Continue . . .9. How would you rate your overall experience with this

Amideep Honda from whom you purchase bike?

Excellent Good Fair Poor

Respondent 34 42 18 6

Percentage 0.34 0.42 0.18 0.06

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

42.5

Consumer overall experience with Amideep Honda

Rate No. of Respondent Percentage

Excellent 34 34%

Good 42 42%

Fair 18 18%

Poor 6 6%

Total 100 100%

Continue . . .10. Was the service advisor able to understand and explain your service requirement and needs?

93%

7%

Respondents

Yes

No

Answer No. of Respondent Percentage

Yes 93 93%

No 7 7%

Total 100 100%

Continue . . .11. At the time of writing repair order was an estimate of

charge given?

Answer No. of Respondent Percentage

Yes 87 87%

No 13 13%

Total 100 100%

Yes No

Respondent 87 13

5

15

25

35

45

55

65

75

85

writing estimate charge given

Continue . . .12. Do you think that the charges pay for service is Reasonable?

AnswerNo. of

Respondent Percentage

Yes 84 84%

No 16 16%

Total 100 100%Yes84%

No16%

Satisfaction with charges pay for service

Continue . . .13. Was your bike service ready at the promise date & time?

Answer No. of Respondent Percentage

Yes 86 86%

No 14 14%

Total 100 100%Yes86%

No14%

Bike Serviced at promise date & time

Continue . . .14. Do you think the time taken for service/repair was

reasonable?

Answer No. of Respondent Percentage

Yes 82 82%

No 18 18%

Total 100 100%

Yes No0

10

20

30

40

50

60

70

80

9082%

18%

Respondent

Respondent

No.

of

Res

pon

den

t

Continue . . .15. How do you rate the quality of washing and polishing of your

bike?

Rate No. of Respondent Percentage

Excellent 14 14%

Good 58 58%

Fair 17 17%

Poor 11 11%

Total 100 100%

Excellent Good Fair Poor0

10

20

30

40

50

60

14

58

17

11

Respondent

Res

pod

ent

Rate

Continue . . .16. Did you satisfy after the service of your bike?

Answer No. of Respondent Percentage

Yes 83 83%

No 17 17%

Total 100 100%Yes83%

No17%

Consumer Satisfaction after the service

If No, What was the reason behind your dissatisfaction?

Reason No. of Respondent Percentage

Poor service 2 12%

Delayed Service 8 47%

Ignorance of complain 4 23%

Any other 3 18%

Total 17 100%

12%

47%24%

18%

Reason for Dissatisfaction

Poor service

Delayed Service

Ignorance of complain

Any other

Continue . . .17. How would you rate the overall performance of this Amideep

Honda workshop based on your service& repair experience?

Rate No. of Respondent PercentageExcellent 27 27%

Good 38 38%Fair 23 23%Poor 12 12%Total 100 100%

Excellent Good Fair Poor0

5

10

15

20

25

30

35

40

27

38

23

12

workshop based on service & repair experience

Re-spon-dent

Res

pod

ent

Rate

Continue . . .18. Occupation Vs Consumer Overall experience with Amideep

Honda

Occupation Excellent Good Fair Poor Total

Students 7 4 1 0 12

Businessmen 15 21 10 3 49

Servicemen 12 14 7 2 35

Housewife 0 2 0 0 2

Other 0 1 0 1 2

Total 34 42 18 6 100 Students Businessmen Servicemen Housewife Other0

5

10

15

20

25

7

1512

0 0

4

21

14

2 11

107

0 003 2

0 1

Occupation Vs Consumer Overall experience with Amideep Honda

Excellent

Good

Fair

Poor

occupation

No.

of

Resp

on

dn

t

Continue . . .19. Occupation Vs Satisfaction from service

Occupation Yes NO TotalStudents 12 0 12

Businessmen 40 9 49Servicemen 28 7 35Housewife 2 0 2

Other 1 1 2Total 83 17 100

Studen

ts

Busines

smen

Service

men

Housewife

Other

0

5

10

15

20

25

30

35

40

12

40

28

2 10

9 7

0 1

Occupation Vs Satisfaction from service

Yes

NO

No.

of

Res

pon

den

t

occupation

VII. FINDING According to survey in which the majority of respondents are male. According to survey more number of respondents are says the sales consultant are knowledgeable and able to understand and answer their queries. According to survey more number of respondents are got their new bike delivery at promise date and time from dealer. According to survey the consumer experience with Amideep Honda is found to be satisfactory. Probably 76% (excellent & good) respondent looking happy. According to survey more respondents are satisfied from the service advisor. The generally 86% respondents are get their serviced bike at promise date and time. According to survey 84% respondents are satisfied with a service charge which is better response for the company. According to survey 82% respondents are agree with the time taken for service is reasonable. According to survey 83% respondent are satisfied after the service and 17% respondents are dissatisfied after the service due to the some reason like as poor service, delayed service, ignorance of complain, & any other. The more number of respondents are given excellent & good rate to the overall performance of Amideep Honda based on service.

VIII. CONCLUSION

Completing this study Researcher found that, customers are satisfied for sales & service provided by Amideep Honda. More respondents are given excellent & good rate to the overall performance of Amideep Honda based on sales & service But Few respondents are given fair & poor rate to the overall performance of Amideep Honda based on sales & service. Because customers who are not satisfied from sales person. They are got late delivery of their new bike from Amideep Honda. Consumers are dissatisfied for service due to some reason like as poor service, Delayed service, Ignorance of complain and other reason.

IX. BIBLIOGRAPHYReference Book :

Websites :

Marketing research (3rd edition), G.C.Beri, Tata McGraw hill, 2000.Marketing management (13th edition), Philip Kotler, Person Education,2009.

http://www.honda2wheelersindia.com/ http://www.hondabike.com/http://www.motorbeam.com/sales-figures/june-2013-two-wheeler-sales-figures-analysis/ http://www.garph.co.uk/IJARMSS/Apr2013/7.pdf http://www.ijhssnet.com/journals/Vol._1_No._7_%5BSpecial_Issue_June_2011%5D/33.pdf http://www.academia.edu/1114791/An_Empirical_Analysis_of_After_Sales_Service_and_Customer_Satisfactio http://publications.theseus.fi/bitstream/handle/10024/23018/Makeeva_Ekaterina.pdfhttp://www.academia.edu/2904342/A_HOLISTIC_APPROACH_TO_CUSTOMER_SATISFACTION_IN_SERVICE S_THE_LITERATURE_PERSPECTIVE http://www.pomsmeetings.org/confpapers/011/011-0374.pdf http://www.cscanada.net/index.php/css/article/download/55/ 57 http://zenithresearch.org.in/images/stories/pdf/2012/JUNE/ZIJMR/8_ZIJMR_VOL2_ISSUE6_JUNE2012.pdf http://shodh.inflibnet.ac.in/bitstream/123456789/266/3/03_literature%20review.pdf

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