A project on impact of post sales service on customer satisfaction at hero honda

“A study on impact of post sales service on customer satisfaction”

CONTENTS

CHAPTER 1

EXECUTIVE SUMMARY 6 - 7

COMPANY PROFILE 7 - 42

OBJECTIVES AND RESEARCH METHODOLOGY 42 - 43

SAMPLING AND RESEARCH DESIGN 43 – 44

TESTING HYPOTHESES 44 - 49

CHAPTER 2

DATA ANALYSIS 51 - 63

FINDINGS 63 - 65

SUGGESTIONS 65 - 66

CONCLUSION 66 - 67

CHAPTER 3

QUESTIONNAIRE 69 - 70

BIBILOGRAPHY 70 - 71

BABASAB PATILFREEPPTMBACOM Page 1




EXECUTIVE SUMMARY

Hero Honda is the largest exporter of two a wheelers. Hero Honda

manufactures state-of-the-art range of two-wheelers. The brand Splendor is

continually dominating the Indian motorcycle market in the premium segment. Its

Passion is also a successful bike on Indian roads.

A project report containing the marketing research on “A study on impact of post

sales service on customer satisfaction at Anas Motors Pvt Ltd” by the company

to build long term relations with customers & to promote the sales of original spares

& services. From authorized dealer only.

It was an opportunity to learn the practical aspects of industries. I have chosssen this

topic concerned to company requirement. Hero Honda Company is market leader in

two-wheeler segment. And to maintain this relation they need strong relation with

their customers.

So they need to know, what is the satisfaction level & the customer response about

Hero Honda post sales service was needed I collated the information by a structured

questionnaire that included requirements what the company needed & the

questionnaire is attached in the appendix.



ORGANISATIO PROFILE

Hero Honda Motorcycle Ltd.

Type Public company BSE:HEROHONDA M

Founded January 19, 1984

Location India

Key people Brijmohan Lall Munjal (Chairman and Managing Director

Industry Automotive

Products Motorcycles, Scooters

Revenue 7,536 crores Rs 2004-2005

Website www.herohonda.com

Hero Honda Motorcycles Limited is an Indian manufacturer of motorcycles and

scooters. Hero Honda is a joint venture that began in 1984 between the Hero group of

India and Honda from Japan. It has been the world's biggest manufacturer of 2-

wheeled motorized vehicles since 2001, when it produced 1.3 million motorbikes in a

single year. Hero Honda's Splendor is the world's top selling motorcycle. Its 2 plants

are in Dharuhera and Gurgaon, both in Haryana, India. It specializes in dual use

motorcycles that are underpowered and very fuel efficient


http://en.wikipedia.org/wiki/Haryana

http://en.wikipedia.org/wiki/Japan

http://en.wikipedia.org/wiki/Honda

http://www.herohonda.com/site/home/home.asp

http://en.wikipedia.org/wiki/Website

http://en.wikipedia.org/wiki/Indian_rupee

http://en.wikipedia.org/wiki/Revenue

http://en.wikipedia.org/wiki/Product_(business)

http://en.wikipedia.org/wiki/Industry

http://www.bseindia.com/price_finder/stockreach.asp?scripcd=500182

http://en.wikipedia.org/wiki/Bombay_Stock_Exchange

http://en.wikipedia.org/wiki/Public

http://en.wikipedia.org/wiki/Category:Types_of_companies


Mission Statement:

“We, at Hero are continuously for synergy between technology, systems, and human

resources to provide products and services that the quality, performance, and price

aspirations of our customers. While doing so, we maintain the highest standards of

ethics and societal responsibilities, constantly innovate products and processes, and

develop teams that keep the momentum going to take the company to excellence in

the new millennium”.

Board of Directors:

Chairman: Mr. Brijmohan Lall Munjal

Managing Director: Mr. Pawan Munjal

Joint Managing Director Mr. Miki Yamamoto

Director Mr. Satyanand Munjal

Director Mr. Om Prakash Munjal

Director Mr. Satoshi Toshida

Director Mr. Koji Nakazono

Director Mr. S P Virmani

Director Mr. N N Vohra

Director Mr. Pradeep Dinodia

Director Gen. (Retd.) V P Malik

Director Mr. Analjit Singh

Director Dr. Pritam Singh

Director Dr.VijayLaxmanKel



COMPANY PROFILE

HERO HONDA

Hero, the brand name synonymous with two wheelers in India, is a multi-unitMulti-

product, geographically diversified, group of companies the reflection of the steely ambition and

indomitable grid of the Munjal family.

Trace the sags of “Hero” through more than 45 of Enterprise & Achievements, of version

and planning. Always blazing through the trials of success.

HISTORY OF HERO HONDA

The legend of Hero Honda

What started out joint venture between Hero group, the worlds largest bicycle

manufacturer and the company of Japans, has today become the world’s dingle largest two

wheelers company .coming in to existence January 19, 1948, Hero Motors limited gave India

nothing less than are evaluation on two wheelers, the made famous by “fill it shut it and forget

it” campaign .Driven by the trust of over 5 million customers. The Honda product range today

command market share 48% making it veritable giant in the industry. Add to that technologic

excellence, an expansive dealer network, and reliable after sale service, and you have one of the

customer-friendly.



This is provided by the company’s over the year

1985-86 43000 units

1989-90 96,200 units

1998-99 5, 30,600 units

1999-0 7,61,210 units

2000-01 10,29,555 units

2000-02 14,25,195 units

2000-03 16,77,537 units

Customer satisfaction, high quality product, the strength of Honda,

Technology and the Hero group dynamic helped HHML sales new frontiers and exceed limits.

In the word of Mr. Brijmohan Lall Munjal, the chairman and managing

Director “we will continue to make afford required for the development, of motorcycle industry,

through new product development, technology innovation, investment in equipment of facilities

and through efficient management”



KEY MILESTONE OH HERO HONDA

1983: Joint collaboration agreement with Honda Motor Co.Ltd, Japan signed

1984: Hero Honda Motors Ltd, incorporated.

1985: First motorcycle “CD 100” rolled out

1987: 100,000th motorcycle produced

1989: New motorcycle model- Sleek” introduced

1991: New motorcycle model- “CD 100 SS” introduced 500,000th motorcycle

Produced

1992: Raman munjal vidhya mandir inaugurated A school in the memory of founder

Managing Director, Mr Raman Kant Munjal

1994: New motorcycle model “Splendor” introduced 100,000th motorcycle produced

1997: New motorcycle model- “street introduced. Hero Honda’s 2nd manufacturing

Plant at Gurgoan inaugurated

1998: 2,000,000th motorcycle produced

1999: New motorcycle model- “CBZ: introduced. Environment Management System

Of Dharuhera plant certified with ISO-14001 by DNV Holland

Raman Munjal memorial hospital inaugurated –A hospital in the memory of

Founder Managing Director, Mr., Raman Kant munjal

2000: 4,000,000th motorcycle produced. Environment Management System of



Gurgoan plant certified ISO-14001 by DNV Holland.

Splendor declared “World No, 1”- largest selling two wheeler model

“Hero Honda Passport Programme” – CRM Programme launched

2001: New motorcycle model- “Passion” introduced.

One million productions in one single player

New motorcycle model- “joy” introduced

5,000,000th motorcycle produced

2002: New motorcycle model-“Dawn” introduced

New motorcycle model- “Ambition” introduced

Appointed Virendor Sehwag, Mohammad Kaif,Yuvraj Singh,Harbhajan Singh,

Zaheer Khan as Brand Ambassadors

2003: Becomes the Indian Company to cross the cumulative 7 million sales mark

Splendor has emerged as the World’s largest selling model for the third calendar

Year in a row (2000.2001, 2002)

New motorcycle model-“CD Dawn” introduced

New motorcycle model-“splendor +” introduced

New motorcycle model- “Passion plus” introduced

New motorcycle model- “Karizma” introduced

2004: New motorcycle model- “ambition 135” introduced

Hero Honda became the World No, 1 Company for the third consecutive year,

Crossed sales of over 2 million units in a single year, a global record,

Splendor-World largest selling motorcycle crossed the 5th million marks

New motorcycle model- “CBZ*” introduced



Joint Technical Agreement renewed

2005: Hero Honda is the World No,1 for the 4th year in a row

New motorcycle model- “Super Splendor” introduced

New motorcycle model- “CD Deluxe” introduced

New motorcycle model- “Glamour” introduced

New motorcycle model- “Achiever” introduced

First Scooter model form Hero Honda- “Pleasure” introduced

2006: Hero Honda is the World No, 1 for the 5th year in a row



THE CHAIRMAN: -

Brijmohan Lall Munjal-The king of Road

The venerated patriarch and visionary of the Hero group, Mr. Brijmohan Lall Munjal is the first

generation entrepreneur who stared very small and through sheer hard work and perseverance

today made this two wheelers venture the No1two wheelers company.

THE STORY OF THE INDOMITABLE ENTREPRENEUR:-

One the brightest stories of Indian entrepreneurship began seventy one

Years ago when a six year old boy quietly walked in to a newly opened Gurkul (Indian value

based school) near his home in Kamalia (now in Pakistan) determined to again admission

instantly. Thus began an extraordinary saga of Entrepreneurial achievement.

Today, we know that boy as Brijmohan Lall Munjal, the much venerated Patriarch of the

Hero Group one of the largest corporation group in country.


http://images.google.co.in/imgres?imgurl=http://img1.moneycontrol.com/images/entitygame/big/Brijmohan_Lall_Munjal_300.jpg&imgrefurl=http://www.moneycontrol.com/profile/Brijmohan_Lall_Munjal/426&usg=__WMEV8-crmK2HEgkc-TLRmioaZJM=&h=360&w=300&sz=11&hl=en&start=1&um=1&tbnid=NKZtvA4CAT5XJM:&tbnh=121&tbnw=101&prev=/images?q=photos+of+brijmohan+lall+++of+hero+honda&hl=en&sa=G&um=1


Brijmohan Lall inspirations to enter the two wheelers world come from a desire to prove the

cheapest from transport for the poorest of the poor. Post –Partition, Brijmohan Lall Munjal and

his brother relocated to Ludhiana. They had to began from scratch. They set up manufactures of

bicycle components .From then on there was no looking back. In typically modest manner

B.M.Munjal accords a great deal of credit for high success to his family and team. He traversed

the road success fallowing these principles:

Trusting his uncanny instincts.

A unique approach to people –one from the heart.

Ahead of time, every time.

The idea corporate citizen showing other the way.

His leadership and sagacity has earned his great respect and he

has personally been responsible for kindling the spirit of entrepreneurship amongst his

employees who today constitute a family of about forty successful Entrepreneurs.



KEY POLICIES AN ENVIRONMENTALLY AND SOCIALLY, AWARE COMPANY

At Hero Honda, our goal is not only to sell you a bike, but also to help you every step of the way in making your world a better place to live in. Besides its will to provide a high-quality service to all of its customers, Hero Honda takes a stand as a socially responsible enterprise respectful of its environment and respectful of the important issues.

Hero Honda has been strongly committed not only to environmental conservation programmers but also expresses the increasingly inseparable balance between the economic concerns and the environmental and social issues faced by a business. A business must not grow at the expense of mankind and man's future but rather must serve mankind.

Environment Policy

To achieve this we commit ourselves to:

Integrate environmental attributes and cleaner production in all our business processes and practices with specific consideration to substitution of hazardous chemicals, where viable and strengthen the greening of supply chain.

Continue product innovations to improve environmental compatibility. Comply with all applicable environmental legislation and also controlling

our environmental discharges through the principles of "alarm" (as low as reasonably achievable).

Institutionalize resource conservation, in particular, in the areas of oil, water, electrical energy, paints and chemicals.



Enhance environmental awareness of our employees and dealers / vendors, while promoting their involvement in ensuring sound environmental management.

Quality Policy

Excellence in quality is the core value of Hero Honda's philosophy.

We are committed at all levels to achieve high quality in whatever we do, particularly in our products and services which will meet and exceed customer's growing aspirations through:

Innovation in products processes and services. Continuous improvement in our total quality management systems. Teamwork and responsibility.

Safety Policy

Hero Honda is committed to safety and health of its employees and other persons who may be affected by its operations. We believe that the safe work practices lead to better business performance, motivated workforce and higher productivity.

We shall create a safety culture in the organization by:

Integrating safety and health matters in all our activities. Ensuring compliance with all applicable legislative requirements. Empowering employees to ensure safety in their respective work places. Promoting safety and health awareness amongst employees, suppliers and

contractor



What is the Hero Honda Passport Scheme?

The Hero Honda Passport is a personal identification document that would carry details

such as your photograph, name, address and signature.

This document certifies your membership to the Hero Honda Passport Programme.

The Hero Honda Passport opens the door to a host of special offers that Hero

Honda Motors Limited has in store for you including attractive gifts, special

invitations and discounts. The Hero Honda Passport is valid for a period of 3 years.

Benefits of owning a Hero Honda passport

• Instant Benefits

- A one-year or three year Free Accident. Insurance cover worth Rs 11 lakh.

- Opportunity to participate in a national draw and win Rs 40,000 in

cash or Splendor+

• Bike Related Benefits

- Attractive gifts on reaching specific milestones.

- A Special gift on your first transaction with a Hero Honda dealership or an authorized



service centre

-Opportunity to get a Bike service certificate that may increase the resale value of your

bike.

- A special 5% discount on the purchase of spares*

• Lifestyle Related Benefits:

- Chance to be invited to events such as movie shows, musical nights and carnivals.

- Exclusive discount offers from other brands of your interest.



PRODUCT PROFILE



PRODUCT PROFILE

1. Karizma

2. CBZ Extreme

3. Glamour

4. Passion +

5. CD-Dawn

6. Pleasure

7. Super Splendor

8. CD Deluxe

9. Achiever

10. Splendor +

11. Splendor NXG

12. Hunk



HERO HONDA BIKES & PRICES

HeroHondaCD-dawn(97.20cc)Hero Honda CD Dawn is a beginner's bike well tested on Indian roads and proven in city conditions. Hero Honda CD Dawn is a no-nonsense bike that's all about price and utility. New bikes have showroom prices of around Rs. 32,000 and on-road prices of around Rs. 37,000 at Ahmedabad. Currently, Delhi has the lowest, and Chennai the highest on-road prices for Hero Honda CD-dawn. Hero Honda CD-dawn bike prices vary upon the two-wheeler dealer's location.

HeroHondaCD-Deluxe(97.20cc)


http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDACDDELUXECDDELUXE2007

http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDACDDAWNCDDAWN2007


Hero Honda CD Deluxe is a good beginner's bike and convenient for city conditions. Hero Honda CD Deluxe sales have grown by 23 per cent between January-September 2007, within which time the industry actually declined by 14 per cent in the entry segment. New bikes in this series have a showroom price ranging from around Rs. 36,000 to around Rs. 41,000 inclusive of all charges like insurance, octroi, RTO, etc. Hero Honda CD-Deluxe prices vary with the two-wheeler dealer's location. Currently, Delhi has the lowest, and Bangalore the highest on-road prices for Hero Honda CD-Deluxe. Hero Honda CD-Deluxe bike prices vary upon the two-wheeler dealer's location.

HeroHondaSplendorPlus(97.20cc)Hero Honda Splendor Plus is one of the largest selling bikes in India. It sports several improvements over the old splendor. At the showroom, this bike costs around Rs. 40,000 with an on-road price of around Rs. 45,000. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Splendor Plus. For Hero Honda Splendor Plus bike prices vary upon the two-wheeler dealer's location.

HeroHondaSplendorNXG(97.20cc)The Hero Honda Splendor NXG is a new age bike in Hero Honda's 100 cc stable. Stunning looks, economic performance, and a multitude of features backed by Hero Honda's reliable support network, makes this a good choice for the city commuter. The Hero Honda Splendor NXG is now available at a showroom price of around Rs. 42,000 with an on road price of around Rs. 48,000 including supplementary charges. Currently, Delhi has the lowest, and Bangalore the highest on-road price for Hero Honda Splendor NXG. Currently, Delhi has the lowest, and


http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDASPLENDORNXG2007

http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDASPLENDORPLUS2007


Chennai the highest on-road prices for Hero Honda Splendor NXG. Hero Honda Splendor NXG bike prices vary upon the two-wheeler dealer's location.

HeroHondaPassionPlus(97.20cc)The Hero Honda Passion Plus is a bike meant for the executive city commuter. This improved version of the Hero Honda Passion comes with several improvements over its earlier versions and gives an easy ride and easy handling. New bikes have showroom prices of around Rs. 42,700 and on road prices of around Rs. 48,200 at Ahmedabad. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Passion Plus. Hero Honda Passion Plus bike prices vary upon the two-wheeler dealer's location.

HeroHondaSuperSplendor(124.70cc)Hero Honda Super Splendor is not a bike to race with, but one you can depend on to get you to your destination and back in the city safely and economically. New bikes in this series have a showroom price ranging from around Rs. 45,000 to around Rs. 51,000 inclusive of all charges like insurance, octroi, RTO, etc. Hero Honda CD-Deluxe prices vary with the two-wheeler dealer's location. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Super Splendor. Hero Honda Super Splendor bike prices vary upon the two-wheeler dealer's location.


http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDASPLENDERSUPER2007

http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDAPASSIONPLUS2007


HeroHondaGlamour(125cc)The new Hero Honda Glamour looks all the better with enhanced graphics and other details and continues to sell to the discerning. At the showroom, this bike costs around Rs. 48,000 with an on-road price of around Rs. 55,000. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Glamour. Hero Honda Glamour bike prices vary upon the two-wheeler dealer's location.

HeroHondaGlamourFI(125cc.)The Hero Honda Glamour FI 125 cc, built after the existing Glamour 125 cc, is a technological trendsetter in two wheelers. The Hero Honda Glamour FI 125 cc is now available at a showroom price of around Rs. 52,000 with an on road price of around Rs. 58,500 including supplementary charges. Currently, Delhi has the lowest, and Bangalore the highest on-road prices for Hero Honda Glamour FI. Hero Honda Glamour FI bike prices vary upon the two-wheeler dealer's location.

HeroHondaAchieverThe Hero Honda Achiever has made a comeback in a new 2007 avatar with definite improvements over its 2006 model. New bikes have showroom prices of around Rs. 55,000 and on road prices of around Rs. 61,500 at Ahmedabad. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Achiever. Hero Honda Achiever bike prices vary upon the two-wheeler dealer's location.


http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDAACHIEVERACHIEVER2007

http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDAGLAMOURGLAMOURFI2007

http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDAGLAMOURGLAMOUR2007


HeroHondaCBZXtreme(KickStart)The Hero Honda CBZ Xtreme has little in common with its earlier version the Hero Honda CBZ except a similar headlamp. New bikes in this series have a showroom price ranging from around Rs. 55,500 to around Rs. 62,000 inclusive of all charges like insurance, octroi, RTO, etc. Hero Honda CD-Deluxe prices vary with the two-wheeler dealer's location. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Honda CBZ Xtreme (Kick Start). Honda CBZ Xtreme (Kick Start) bike prices vary upon the two-wheeler dealer's location.

HeroHondaCBZXtreme(SelfStart)The Hero Honda CBZ Xtreme has little in common with its earlier version the Hero Honda CBZ except a similar headlamp. At the showroom, this bike costs around Rs. 57,500 with an on-road price of around Rs. 64,300. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda CBZ Xtreme (Self Start). Hero Honda CBZ Xtreme (Self Start) bike prices vary upon the two-wheeler dealer's location.

HeroHondaHunk(KickStart)New bikes have showroom prices of around Rs.55,000 and on road prices of around Rs.60,000 at Ahmedabad. Hero Honda Hunk (Kick Start) bike prices vary uponthetwo-wheelerdealer'slocation.

HeroHondaHunk(SelfStart)New bikes have showroom prices of around Rs. 57,000 and on road prices of


http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDAHUNKSELFSTART2007

http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDAHUNKKICKSTART2007

http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDACBZXTREMESELFSTART2007

http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDACBZXTREMEKICKSTART2007


around Rs. 60,000 at Delhi. Hero Honda Hunk (Self Start) bike prices vary upon the two-wheeler dealer's location.

HeroHondaKarizma

HeroHondaKarizmaThe Hero Honda Karizma may be the most modern bikes presently on Indian roads today. New bikes have showroom prices of around Rs. 74,000 and on road prices of around Rs. 82,000 at Ahmedabad. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Karizma. Hero Honda Karizma bike prices vary upon the two-wheeler dealer's location.

Hero Honda Scooter

HeroHondaPleasure(102cc)The Hero Honda Pleasure has made its name in the scooterette's market, being fitted with features meant specifically for the modern woman. New bikes in this series have a showroom price ranging from around Rs. 36,700 to around Rs. 41,700 inclusive of all charges like insurance, octroi, RTO, etc. Hero Honda CD-Deluxe prices vary with the two-wheeler dealer's location. Currently, Delhi has the lowest, and Mumbai the highest on-road prices for Hero Honda Pleasure. Hero Honda Pleasure scooter prices vary upon the two-wheeler dealer's loca


http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDAPLEASUREPLEASURE2007

http://www.infibeam.com/SDP.action?catalogId=P_A_B_HEROHONDAKARIZMAKARIZMA2007


SERVICE STATEMENT

Our constant Endeavour is support the company’s mandate of providing highest

level of customer satisfaction by taking care of your motorcycle service & maintenance

through our vast network of more than 1000 committed dealer & service outlets spread

across the country.

Our state-of-the-art authorized workshop have well laid out standard for motorcycle

servicing supported by fully equipped infrastructure in terms of quality precision

instruments ,pneumatic tools & team of highly trained service technicians. Having your

motorcycle serviced at an authorized workshop ensures highest standards of service quality.

INITIATIVES

An Environment Social, Aware Company At Hero Honda, our goal is not to sell you

bike, but also to help you every step of the way in making your world better place to live in.

besides its will to provide a high quality service to all of its customers, Hero Honda takes a stand

as socially responsible enterprise respectful of its environment and respectful of the important

issues.

“We must do something for the community from whose land we generate our wealth”. A famous

quote of Mr.Brijmohan Lall Munjal, our CMD.



SPARES FEATURES & BENEFITS:

The Performance & Safety of the bike not only depends up on the world class designer &

workmanship assured by Hero Honda but also on the parts being used in the assembly line.

Even the first components manufactured need replacement from time to time .And to censure the

continued impeccable performance of vehicle, the spare part should also be made replaced as

good as the components fitted by Hero Honda.

As responsible Hero Honda bike owner, we recommended that for your safety long life, high

performance of the bike, use only Hero Honda genuine part.

To identify a Hero Honda genuine parts we have a differentiator with us, a hologram, which

comes with special security features & very simple for a customer to identify a genuine, & a non

genuine spare parts.

Our each packing hologram which can he identified by the features like

3D EFFECT

EXPANDING & SHRINKIG EFFECT

KINETIC EFFECT.



SALES PROCESS

1) When a customer walks into our showroom, the receptionist will greed him/her & lead to

a sale executive.

2) On introduction of the sale executive will take the customer, to the selection room &

show the various modals displayed treat & explain in detail the salient feature of each

modal. Answer all the queries, if any of the customers. The customer should be offered a

test drive of the

bike of her/him choice & if he/she express the desire to test drive a test drive should be

arranged taking all necessary care.

3) After this, the sales executive will take the customer to the work shop & show him/her

the various infrastructure service facilities in the workshop beside the quality of the

service we render. Also explain that, because of the quality service reporting are the

highest in the entire South Gujarat’ and we surpassed our competitor in all respects; and

we are the number one dealers in Ankleshwar..

4) Bring customer back to the sales counter and offer him/her a cup of tea and take down the

name and address in the enquiry register. Now, the sales process begins; and during the

process price of various models, Insurance T.R, P.R, PMS, passport etc. should be

explained to the customer in detail. Also enquire in to as to whether he/she intends to



buy by cash or would go in the finance assistance. In the latter case, offer the service of

financial institution representative stationed in our showroom. During the process inter-act

with customer and give him/her an impression that you are caring from him/her.

5) All out efforts should be made to sell the product by persuading the customer without

offering free accessories; and should offered fail accessories may be offered free of cost.

Normally, every customer take free –accessories offer for granted and asks for

compliment /cash discount etc. In that eventuality the A.S.M should be consulted and as

the last resort not loose the sale the A.S.M duly consulting with G.M may take suitable

decision and strike down the deal. The delivery of compliments and payment of cash

discount should be made in the. Chamber of G.M and through him. This will avoid a

situation where every buyer putting forth a similar demand.

6) When sale of motorcycle (M.C) is over, the customer should be taken to the cashier for

payment of cash/down payment D.D/Cheque etc. as the case is; and all assistance should

be rendered to him/her to complete this formality.

7) Once this formality is over, the customer should be taken to the selection room and

he/she be given a free hand in selecting the motorcycle of his/her choice. After selection

of motorcycle, Chassis and engine number of the motorcycle should be noted down,

besides informing the POI in charge to



8) Get the motorcycle ready in all respects study fitting the accessories as agreed to at the

time of sale.

9) The customer is brought to the passport executive for brief again on the passport and its

advantages by the passport executive. During this process effort should be made to

convince the customer to go in for passport and formalities be completed, should the

customer get convinced.

10) Now, the customer should be taken to the documentation assistant, to complete the

formality of T.R, P.R., Insurance cover note, Invoice, Sale letter and gate pass issuance

etc. A copy of Invoice is given to the customer, if he/she demands (in norm all course the

customer gets these document on the next working day).

With gate pass the customers be brought the passport executive for issuance of service

book and warranty card.

.



AWARDS & ACCOLADES:

Awards and Recognition to Hero Honda Motors Limited:-

2005

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

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



ANAS MOTOR PROFILE

Anas Motor Pvt Ltd: Authorized dealer of Hero Honda motorcycles, Ankleshwar.

Started: November 1998

Promoter: Mr. S.H.Baig (MD).

Turnover (PA): 250 lakhs.

Sales of 2008-2009: 4426 Motorcycles

Total area: 12000.sq foot.

Address: Teen Rasta circle, Station Road Ankleshwar.



ORGANISATION CHART


MD

Sales GM Spares In charge store

Service Works manager

Assistant Manager

Mechanics

Service advisor

Frontline supervisor

Working Boy’s

Sales room in charger

Field operator

Sales room executive

Network manager

Network executive

Spares executive

Helper


ORGANISATION DEPARTMENTS

Sales Department

Service & repair Department

Delivery Department

RTO work Department

Spare part Department

Account & Billing Department

SALES DEPARTMENT:

In this department all the matters regarding sales& purchases are handled. Here sales executive

meet the customer & brief them with the all the details required information .

Here sales executive gives quotations, brief description about the required bike model.



SERVICE & REPAIR DEPARTMENT

Work Manager

In this department all the matters regarding service & repair are taken care. This department is

well structured work supervisor address the problem & gives the customer delivery time then he

passes the work slip to head mechanic. Then head mechanics distributes the work with the

mechanics teams. And problem salving process is carried out.

Delivery Section:

In this section delivery of new bikes are given to the customers. Here order is received by

delivery section incharge were he cross checks the document produced by the customer then he

gives the keys of the bike to the customer.

Here customer can have test ride of bikes & can select the bike.


Work Supervisor

Head Mechanics

M/CCM/CC

M/C M/C M/C


RTO work department

In this department all the matters regarding issuing of temporary registration, temporary

insurance, temporary passing of new bikes are handled. All the necessary paper work required

for temporary passing is handled in this department.

Spare part department:

In this department spare part required by mechanics are stored. And issued on requirement of the

mechanics when necessary.

In this department large stock of Hero Honda spare part are stored to avoid customer

inconvenience.

Account & Billing department :

In this department the matters regarding all accounts are registered i.e. all day-today transactions

& final report is produced at the end of the financial year to the management



SALES PERFORMANCE OF ANAS MOTORS PVT LTD

2008-2009

MONTH SALES VALUE IN SALES

APRIL 308 12320000

MAY 508 20320000

JUNE 337 13480000

JULY 302 12080000

AUGUST 212 8480000

SEPTEMBER 257 10280000

OCTOBER 945 37800000

NOVEMBER 434 17360000

DECEMBER 206 8240000

JANUARY 296 11840000

FEBRUARY 317 12680000

MARCH 304 12160000

TOTAL 4426 177040000



COMPETITOR PLAYERS.

1. BAJAJ AUTO - DEEP AUTOMOBILE

2. HONDA MOTOR - NAVSARJAN MOTOR

3. TVS - RAJENDRA AUTOMOBILE

4. YAMAHA - RELIABLE MOTOR

SUBDEALERS

1. PARTH AUTOMOBILE - HANSOT

2. VASHNAVI AUTOMOBILE - DEDIAPADA

3. OM MOTORS- RAJPIPLA



OBJECTIVE & RESEARCH METHODOLOGY

OBJECTIVES

To know the opinion about post sales service provided by Anas motors pvt ltd.

To suggest measures to improve customer satisfaction and improve quality of

service.

To determine customer satisfaction level based on post sales provided.

To find out customer satisfaction level toward Hero Honda two wheeler at Anas

motor pvt ltd

To know the behavior of staff with customer.

RESEARCH METHODOLOGY

Data source Primary data field survey

Secondary data by internet

Area of research Anas Motors Pvt ltd



Research approach survey method

Research instrument questionnaire

Sampling:

Concerned to my project, in a city District Ankleshwar and Bharuch where I have

chosen 50 people as our respondents for survey who may represent the population of Ankleshwar

and Bharuch cities

Method of Sampling

Sample Element: Individuals who buy Hero Honda motor Cycles from Anas Motor Pvt Ltd.

Sample Frame: Customer database.

Extent: Ankleshwar & Bharuch

Sample unit: Individuals (Businessman, Students, Professionals,)

Sample Method: non-probability sampling, Convenience sampling method.

Sample size: 100 respondents.

Survey Technique:

Once the researcher has decided to go for the survey method for collecting

the required Primary data. Then he should take a right decision among the various survey

techniques. Then various techniques are:

Personal Interview

Mail survey

Telephone Survey

Questionnaire



I have chosen the Questionnaire technique or method for the survey

TESTING HYPOTHESES

H0: Less than 65% of the respondents are satisfied with the Anas motors

H0 :< 65%

H1: More than 65% of the respondents are satisfied with the Anas motors

Testing Hypotheses at 5% level of significant.

N=100

PH0= 65% QH0= 35%

P=60% =0.60%

Standard Error = PH0 * QH0

N

= 0.65 * 0.35

100

= 0.00227



= 0.0476

Zcal = P – PH0

Standard Error

= 0.60 – 0.65

0.0476

= - 1.050

= -1.050 > -1.64

Z cal > Z tab value

Accept H0

Reject H1


2. To Find out the customer satisfaction level toward Hero Honda two Wheelers of Anas

Motors


H0 :< 70%





N=100

PH0=70% QH0= 30%

P=69% =0.69%


N

= 0.70 * 0.30

100

= 0.0021

= 0.0458

Zcal = P – PH0

Standard Error

= 0.69 – 0.70

0.0458

= - 0.218

= -0.218 > -1.64



Z cal > Z tab value

Accept H0

Reject H1


3. To know the behavior of staff with customer

H0: Less than 55% of the respondents are satisfied with the behavior of staff with customer

H0 :< 55%



N=100

PH0=55% QH0= 45%

P=48% =0.48%


N

= 0.55 * 0.45

100

= 0.002475



= 0.0497

Zcal = P – PH0

Standard Error

= 0.48 – 0.55

0.0497

= - 1.408

= -1.408 > -1.64

Z cal > Z tab value

Accept H0

Reject H1

H0: Less than 55% of the respondents are satisfied with the behavior of staff with

customer





(1)



Analysis:From this survey 67% respondents says good, 19% respondents says Fair,12% respondents says Excellent, 2% respondent says poor about the paid servicesProvided by Anas motors pvt ltd.

Interpretation:From this survey come to know maximum number of respondents have satisfied withProvided Paid services by Anas motors pvt ltd.(2)



Analysis:From this survey come to know that 48% respondents says that response given by the sales executive is good and 35% says its fair,11% says its excellent and 5% say it is poor and 1% respondent say the response is very poor.

Interpretation:Through come to know more people are happy with response about sales executive.



(3)

Analysis:From this survey come to know that overall performance of Hero Honda two wheelers that is 44% respondents says good and 44% respondents says fair and 11% respondents says that is excellent and 1% say it is poor.

Interpretation:Maximum numbers of respondents are happy to overall performance of Hero Honda.



(4)

Analysis:Even come to know that 95% respondents say that provided timely delivery of vehicles and 5% respondents says no.

Interpretation:Maximum number of respondent said that anas motors provided in a timely delivery



(5)

Analysis:According to the survey come to know that 28% of the respondent have given preference mileage, 24% respondents to maintanance,13% respondents to brandname,11% respondents to



price, 13% respondents to all factor,6% respondents to availability,5% respondents to local dealers goodwill.

Interpretation:More number of respondents are feel that they are satisfied to mileage while buying Hero Honda two wheeler.

(6)

Analysis:



From the survey it reviles that 90% respondents say that is Anas motor pvt ltd available spare parts and 10% respondents says that it is not available.

Interpretation:Maximum number respondents says that in Anas motors pvt ltd not available spare parts

(7)



Analysis:60% respondents says that the service charge charged by Anas motors pvt ltd are moderate, 33% respondents says the it is low and remaining 7% respondents says that it is expensive.

Interpretation:More number of respondent are satisfied with cost of service charge at Anas motors pvt ltd

(8)



Analysis:69% respondents says that they are satisfied with mileage of Hero Honda two wheelers,20% respondents are neither satisfied nor dissatisfied,5% respondents are extremely satisfied,5% respondents are dissatisfied and 1% say it is extremely dissatisfied.Interpretation:Maximum number respondents are says that they are satisfied with mileage of Hero Honda two wheelers.

(9)



Analysis:From the survey 68% respondents says they are satisfied with the price of Hero Honda two wheelers,20% respondents neither satisfied nor dissatisfied,6% respondents are neither satisfied nor dissatisfied,5% respondents are dissatisfied and remaining 1% respondents is extremely dissatisfied.

Interpretation:More number of respondent are satisfied with the price of Hero Honda two wheelers.

(10)



Analysis:The survey show that 96 % respondents are happy by service offer by them doesn’t need any improvements and 4% respondents says that yes they would like to suggest for improvements in the present services offered by the Anas motors pvt ltd.

Interpretation:Maximum number respondents are happy with present service offered by Anas motors pvt ltd

(11)



Analysis:48% respondents think that the response given by the mechanic is good,36% respondents think that it is fair.10% respondents think that it is excellent and 6% respondents think that it is poor.

Interpretation:From this survey maximum number respondents are happy with the response of mechanic.



12.

Analysis:

Out of 11 respondents who say the service provider by Anas motors is

Excellent, 7 of them of opinion that service cost are expensive and

4 of them say service cost are moderate, out of 68% respondents who

Say service provide by Anas motors is good, 56% of them are the

Opinion that cost of service at Anas motors is moderate and 12 say

Cost of service is low.

. Interpretation:

The above analysis shows survey that maximum numbers of

Respondents are Happy with paid service and more number of respondents

Are satisfied with the cost of service



13.

Analysis:

Out of 11 respondents who say service provide at Anas motors is

Excellent, 10 are of the opinion that mechanic responds is excellent, 1

Is of them opinion that mechanic respond is good, out of 68 respondents

Who say service of Anas motors is good, 46 say that mechanic respond

good and 22 say that mechanic respond is fair.

Interpretation:

Maximum numbers of respondents are satisfied with the mechanic

respond and more number of respondents are happy with paid service provided by

Anas motors pvt ltd.



FINDINGS

I have carried out this exercise on impact of post sale services on customer satisfaction

In this study, I have tried to see whether customer are satisfied with the post sales service

Provided by Anas mtors pvt ltd

From this survey we can see that 19% respondents says fair,67% respondents says

good,12% excellent, and 2% poor about the post sales service provided by Anas motors

pvt ltd.

Even we come to know that 48% respondents says that the response given by the sales

executive is good and 35% respondents say its fair and 11% respondents says it is fair

and 5% respondents says the response is poor.

From this survey we also come to know that 44% respondents say that the overall

performance of Hero Honda two wheelers is good,44% respondents says fair and 11%

says it is excellent and 1% say it is poor.

According to the survey we came to know that 95 % respondents says that it will provide

timely delivery of vehicle and 5 % respondent says no.

From this survey we came to know that 28 % respondents have given preference to

mileage,24% respondents to maintenance and 11% respondent to price,13% respondent

to brand name 13% respondent to all factor and 6 % respondent to local dealer goodwill.

From this survey it reviles that 90% respondents say that Anas motor pvt ltd provided a

spare parts and 10 % respondents say that it does not provide.



60% respondent say that the service charges charged by Anas motor pvt ltd are moderate,

33% respondents say that it is low and 7% respondent say it is expensive.

The survey reviles that 69% respondents say that they are satisfied with mileage of Hero

Honda,20% respondents are neither satisfied nor dissatisfied,5% respondents to

extremely satisfied and 5% respondents to dissatisfied and the remaining 1% respondent

to extremely dissatisfied with the mileage of Hero Honda.

From this survey w can see that 68% respondents are satisfied, 20% respondents are

neither satisfied nor dissatisfied and 6% respondents are extremely satisfied and 5%

respondents are dissatisfied, remaining 1% respondent to extremely dissatisfied with the

Hero Honda vehicles purchased at Anas Motor pvt ltd.

The survey shows that 4% respondents say yes they would like to suggest for

improvement in the present service offered by the Anas motors pvt ltd and 96%

respondents are happy by the services offered by them don’t need any improvements.

48% respondents think that the response given by the mechanic is good,36 % respondents

think that it is fair and 10% respondents think it is excellent and remaining 6%

Respondents to poor.

From this survey maximum number of people using a splendor and passion motorcycle of

Hero Honda and remaining respondents are using other motorcycle.

96% of respondent given preference does not need of addition in service remaining

respondent to given preference that add some services.



SUGGESTION

1. Nearly half of the respondents feel that the response of the sales executive while asking

information is low. So it suggests that the behavior is also a part of the service so the staff

member should behave well and maintain good relationship with the customers to

improve their service quality.

2. More respondents are fair and good to overall performance. This shows that customers

are neither satisfied nor dissatisfied with overall performance. So it suggests that to

increase performance to satisfy the customers.

3. Maximum numbers of respondents believe that the cost of service at Anas motor Pvt Ltd

is moderate and nearly half of them don’t want to give their bikes for paid service

because they did not find any difference between local garages and in their service

station. So is suggesting them to give offer with regards to cost of service.

4. More number of respondents feels that the response of the mechanic regarding

complaints is fair. So it suggests improving them service quality.

5 More number of respondent are believe that spare parts are not available at Anas Motors

pvt ltd so its suggest to them have to maintain inventory



CONCLUSION

From the survey it is cleared that most of the customers say that post sales service provided by

Anas Motors Pvt Ltd is at satisfactory level i.e., they are neither satisfied nor dissatisfied with

the service provided.

To overcome this problem the company should be taken right manner for the improvement of

post sale services i.e., the company’s sales executive should keep in touch with the customers

after delivery of the vehicles and informing the customer regarding the service due. So this helps

to increase the customer satisfaction level.

Effective service and attaining to complaints of customers immediately will satisfy them;

this satisfaction will act as psychological motivation, indirectly will reflect and increase the sales

of Anas Motors Pvt Ltd.





QUESTIONNAIRE

Name and Address: _____________________________________________________

______________________________________________________________________________

________________________________________________________________

Telephone No: _________________________

Occupation: ___________________________

1. Which Hero Honda vehicle do you presently own?

__________________________________________________________________

2. What is your opinion about paid services provided by Anas Motors Pvt Ltd?

1 [ ] Excellent 2 [ ] Good 3 [ ] Fair 4 [ ] Poor 5 [ ] Very Poor

3. Does Anas Motors Pvt Ltd provide timely delivery of vehicle as per schedule?

1 [ ] Yes 2 [ ] No

4. How does you rate the overall performance of Hero Honda two wheeler.


5. Mention any problems with the post sale services provide by Anas Motors Pvt Ltd?

________________________________________________________________

__________________________________________________________________



6. How does the sales executive respond while asking information about vehicle?


7. What factor do you consider while buying Hero Honda two wheeler?

1 [ ] Price 2 [ ] Mileage 3 [ ] Maintenance 4 [ ] Brand name 5 [ ]

Availability 6 [ ] Local Dealers Goodwill 7 [ ] All

8. Do you think all spares parts are Available in the Anas Motor Pvt Ltd?

1 [ ] Yes 2 [ ] No

9. What do you think about the cost of the service at Anas Motor Pvt Ltd?

1 [ ] Expensive 2 [ ] Moderate 3 [ ] Low

10. Are you satisfied with the mileage of the Hero Honda Two Wheelers?

1 [ ] Extremely Satisfied 2[ ] Satisfied 3 [ ] neither satisfied nor Dissatisfied

4 [ ] Dissatisfied 5 [ ] Extremely Dissatisfied

11. Are you satisfied with the price of the Hero Honda Two Wheelers

1 [ ] Extremely Satisfied 2 [ ] Satisfied 3 [ ] Neither satisfied nor Dissatisfied

4 [ ] Dissatisfied 5 [ ] Extremely Dissatisfied

12. What addition services do you demand?

__________________________________________________________________

13. Do you suggest any improvements in present services offered by Anas Motor Pvt Ltd?

1 [ ] Yes 2 [ ] No If Yes specify your suggestion_________________

14. How does the mechanic respond to your complaints?




BIBILOGRAPHY

REFERENCE BOOKS 1. MARKETING RESEARCH A.Parasuraman Dhruv. Grewal R.Krishnan

2. CONSUMER BEHAVIOR Schiffman & Kanuk

WEBSITE

1. www.herohonda.com. 2. www.google.com

s


http://www.google.com/