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SYNOPSIS

Name of the student: VENU S

Reg #: 08YAC08170

Title of the Project:A Study on Customer Satisfaction towards ROYAL ENFIELD

BIKES, Bangalore.

Executive Summary:

This research is a hypothesized study, which is conducted to measure the Customer

Satisfaction Level of the Royal Enfield products. This research would be conducted in

Bangalore City.To meet the research objectives, following activities will be performed.

An extensive search of relevant literature from news articles, Internet, books.This step guides the development of the methods and instruments for collectingdata.

Designing the questionnaire.

Survey will be carried away by telephone, one-on-one interviews; The Surveyincludes both quantitative, forced-choice or close-ended questions andqualitative, open-ended questions.

Analysis will be done on the basis of the information.

Objectives of the study:

To understand the reasons for purchasing Royal Enfield bikes.

To have a better understanding about features that attracted the customers

To study the level of customer satisfaction.

To know about the experience after purchase relating various parameters

(Service, bike performance, mileage etc)

To analyze the nearest competitors

To ascertain the barriers to purchasing a Bullet for a prospective customer

To ascertain the factors that affect the choice of a Bullet as a motorcycle

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Statement of the problem:

Customer satisfaction plays a crucial role in enabling an organization to change

and develop with customers. Keeping the existing customer contended is

generally much easier, takes less time and involves less expense. The reason for

this is that it takes more time to find new prospective customer. In this context

study is conducted with special reference to customer satisfaction.

Research Methodology:

The research will be carried out in various phases that constitute an approach of

working from whole to part. It includes subsequent phases trying to go deeper into the

users psyche and develop a thorough understanding of what a user looks for while

buying a bike.

The first phase is completely internal where it is stormed over the most effective route of

action, considering that Bullet users in Bangalore are more in number.

The second phase is with some of the seasoned bikers who have been using Bullets for

some time now and are generally known and respected amongst the Bullet community.

The third phase is with some respondents who will be interviewed with the help of

questionnaire keeping in mind the time and cost constraints.

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Sample Size:

The size of the sample is 100. Only 100 respondents, which include Enfield bullet

riders, and non-bullet riders will be interviewed with the help of questionnaire keeping in,

mind the time and cost constraints.

Collection of Data:

The information relevant for the study will be drawn from Primary data collected

through Survey method, which alone will be not sufficient. Hence Secondary data will be

collected to conduct study successfully.

Primary data- it will be collected using a questionnaire. A well laid out

questionnaire will be designed for this purpose. Also personal interviews will be

conducted with people in organization as well as customers and prospective

buyers.

Secondary data- this information will be obtained from secondary sources like

newspapers, internal reports, magazines, website and other published sources.

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Chapter Scheme:

Chapter-1 Introduction

Automobile Industry Till Date

Indian Two Wheeler Market

Top Export Destinations

Future Projections

Recent Trends in Two Wheeler Sector

Customer Care and Sales Process

Chapter-2 Research Design

Title of Study

Statement of Problem

Limitations

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Plan of Analysis

Operational Definitions of concepts

Customer Satisfaction

Chapter-3 Company Profile

History of Royal Enfield

Company Objective

Royal Enfield Products

Organization Chart

SWOT Analysis

Chapter-4 Data Analysis and Interpretation

Data Table

Analysis and Inference of the Table

Graphical Representation

Chapter-5 Summary of Findings and Conclusions

Findings

Recommendations and suggestions

Conclusion

Bibliography

Text Books Referred

www.royalenfield.com

http://www.royalenfield.com/http://www.royalenfield.com/

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Journals and Magazines Referred

Annexure

Questionnaire