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Customer awareness and effectiveness @ hero honda project report
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PATSON AGENCIES, BELGAUM INDEX
CONTENTS PAGE NO.
CHAPTER – I
Executive Summary
Introduction
Literature Review
Statement Of The Problem
Purpose Of The Study
Scope Of The Study
Objective Of The Study
CHAPTER - II
Organization Profile
Organization Chart
Sampling
Marketing Research Design
Data Collection Methods
Measuring Tools
CHAPTER - III
Analysis & Interpretation
Master Data Code Sheet
Summary
Findings
Recommendation & Suggestions
Conclusion
CHAPTER - IV
Questionnaire
Bibliography
BABASAB PATIL
PATSON AGENCIES, BELGAUM
EXECUTIVE SUMMERY
A project report containing the marketing research on “Customer awareness and
effectiveness of Hero Honda passport program” HHPP is a is a program launched by
the company to build long term relations with customers & to promote the sales of
original spares & services. From authorized dealer only.
This project is partial fulfillment of requirement of MBA 2nd semester in Belgaum
Institute of Management Studies, Belgaum.
It was an opportunity to learn the practical aspects of industries. I choose 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. And achieve that company has launched this HHPP program.
Now company want to know the awareness & effectiveness of this program.
So they need to know, what is the awareness level & the customer response about Hero
Honda passport program was needed I collated the information by a structured
questionnaire that included requirements what the company needed & the questionnaire
is attached in the appendix.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
INTRODUCTION
The project consists of the topic called “customer awareness & effectiveness of Hero
Honda passport program” at PATSON agencies.
Hero Honda company is worlds largest two wheeler motorcycle company. It is a joint
venture company between Hero group & Honda company Japan it has highest record of
selling two wheeler bikes ever.
I carried out my project in PATSON agencies who are the major dealers of Hero Honda
company in Belgaum city.
The reason behind Hero Honda company to become worlds No.1 company are satisfied
customers & dealers.
So to keep this position, company has to build good relation with customers. So company
has launched “Hero Honda passport program” which is a customer relation program as
well as dealers beneficial program.
It is a great opportunity for me to do a project for such a esteemed company. And the
project was required for the partial fulfillment of MBA 2nd semester in “Belgaum Institute
of Management Studies, Belgaum.”
BABASAB PATIL
PATSON AGENCIES, BELGAUMHence it is necessary to know the customers are aware of this program. It is also
necessary to know the effectiveness of this program. Hence a questionnaire was
formulated. Keeping in mind the objectives that were framed with the help of company’s
guide & the survey was being conducted at major part of the Belgaum city, & Hero
Honda outlet (PATSON agencies).
Also which helps the customers to update his knowledge & make better decisions.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
LITERATURE REVIEW
Since efficient consumer response (ECR) was first introduced into the academic literature
in 1993, it has been defined more in the sense of a system or a philosophy rather than a
particular concept & integration of the marketing channels.
The efficient consumer response (ECR) movement began in US in 1993. The main reason
why this program was initiated was an on increasing population of consumers demanding
more quality more variety less time out of their hectic schedule.
ECR is about “Working together to fulfill consumer whishes better, faster & at less cast”
Embedded in this simple statement are two fundamental principles that guide all ECR
efforts.
Focus on consumers: A commitment to the belief that sustained business success stems
only from providing consumers with products services that consistently meet their
purpose their demands & expectations.
Working together: Recognition that the greatest consumer value can be offered only
when organizations, work internally & with their trading partners, to overcome barriers
that erode efficiency & effectiveness.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
STATEMENT OF THE PROBLEM
In this era of competitive world, the companies providing services & other tang able
products to the customers has to become more customer attentive. For that companies has
to maintain long & productive relation with the customers. Taking this into consideration
Hero Honda has launched program to customers, i.e. Hero Honda passport program. Now
company wants to know awareness level & effectiveness of that program.
PURPOSE OF THE STUDY
To determine the awareness of Hero Honda passport program
To get ideas for improvement from customers
To know the attitude of the customers about HHPP
To spares & services from authorized dealers
BABASAB PATIL
PATSON AGENCIES, BELGAUM
SCOPE OF THE STUDY
The main purpose of the study is to know the customer awareness, effectiveness, 7
response towards HHPP. The study is conducted in Belgaum city. This study help the
company to know the effectiveness of this program in Belgaum city at Patson agencies.
OBJECTIVES OF THE STUDY
Research objectives:
1) To know the awareness level of customer about Hero Honda passport program.
2) To know the effectiveness of Hero Honda passport program.
3) To know the attitude of customers
4) To suggest the Ideas for improvement of Hero Honda Passport Progra
INDUSTRY PROFILE
Auto Industry
Automobile industry has a mixed rally in terms of production performance. The overall
growth for the year 2001-02 over the previous year was 13%. Passenger cars and
MUVs together recorded a production growth of 7%. The growth of heavy vehicles was
low at 3.5%. The LCV's however registered a negative growth during the year.
The two and three wheeler industry braved the slow down and recorded a growth of
16% for the year 2001-02. Within the two-wheeler industry, motorcycle segment grew
BABASAB PATIL
PATSON AGENCIES, BELGAUMat a phenomenally high rate of 35% as against a deceleration of 3% for scooters and
27% for mopeds. In fact, motorcycle has been taking away the share of scooters and
mopeds in a 4.3 million two-wheeler market and surging ahead with its market share
of 68%. The increasing demand from semi-urban and rural segments may have caused
this positive shift towards motorcycles. Also, easy credit coupled with low interest rate
regime, constrained personal transport, increasing income levels in middle class and
higher aspirations of young people all seem to be the factors responsible for such high
growth in two-wheelers. The growth in two-wheelers has been robust enough to counter
the slow down and other factors constraining the overall business activity in the
country. Also, rationalization of excise duty in the Union Budget 2001-02 had a
positive impact on the demand for motorcycles. We also expect the motorcycles to
continue to lead the two-wheeler segment like in all other Asian countries. Available
forecasts suggest that this trend would continue for another couple of years and the
industry would record nearly double-digit average annual growth up to 2006.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
COMPANY PROFILE
Hero Honda Motorcycle Ltd.
Type Public company BSE:HEROHONDA M
Founded January 19, 1984
Location India
Key people Brijmohan Lal 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
BABASAB PATIL
PATSON AGENCIES, BELGAUMMission 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. Vijay Laxman Kelkar
Director Ms. Shobhana Bharlia
BABASAB PATIL
PATSON AGENCIES, BELGAUMMilestones of Hero Honda Company
1984: Company Incorporated Technical collaboration signed Foundation stone laid.
1985: First motorcycle (Model CD 100) produced 200 motorcycles per day production.
1986: Quality circles launched.
1987: Engine plant stated 1,00,000th Motorcycle produced.
1988: Hero Honda Family club formed at Gurgaon 200,000th motorcycle produced.
1989: Sleek model Introduced 300,000th Motorcycle produced.
1990: 400,000th Motorcycle produced Pegasus Award from Digest for campaigning ‘One
Liter Road’
1994: Splendor model introduced 10,00,000th motorcycle produced.
1995: National Award for Outstanding contribution to the Development of Indain Scale
Industry (NSIC Award presented by president of India)
1996: Hero Honda becomes first company to serve Army, Navy & Air Force with its
100cc motorcycles 1000 motorcycles per day production stated.
1999: Best productivity Award for the best performance in Automobile & Tractor Sector
by National Productivity council presented by Vice President of India.
2000: Splendor declared world No. one largest selling signal two wheeler model.
Passport Program – Customer Relation Program launched
2001: Winner of the Review 200- Asia’s Leading Companies Award (9th Rank amongst
top 10 Indian Companies) passion model launched Achieved OM – One million
production in one single year.
2002: Winner of the Review 200- Asia’s Leading Companies Award (4th Rank amongst
top 10 Indian Companies)
BABASAB PATIL
PATSON AGENCIES, BELGAUM2003: Winner of the Review 200- Asia’s Leading Companies Award (3rd Rank amongst
top 10 Indian Companies)
Company Profile
“Hero”, is the brand name used by the Munjal brothers in the year 1956 with the flagship
company Hero Cycles. The two-wheeler manufacturing business of bicycle components
had originally started in the 1940’s and turned into the world’s largest bicycle
manufacturer today. Hero, is a name synonymous with two-wheelers in India today. The
Munjals roll their own steel, make free wheel bicycle critical components and have
diversified into different ventures like product design. 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”. The Hero group vision is to
build long lasting relationships with everyone (customers, workers, dealers and vendors).
The Hero Group has a passion for setting higher standards and “Engineering Satisfaction”
is the prime motivation, way of life and work culture of the Group. In the year 1984, Mr.
Brijmohan Lal Munjal, the Chairman and Managing Director of Hero Honda Motors
(HHM), headed an alliance between the Munjal family and Honda Motor Company Ltd.
(HMC). HHM Mission Statement is: “We, at Hero Honda, are continuously striving for
synergy between technology, systems, and human resources to provide products and
services that meet 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”. This alliance became
BABASAB PATIL
PATSON AGENCIES, BELGAUMone of the most successful joint ventures in India, until the year 1999 when HMC had
announced a 100% subsidiary, Honda Motorcycle & Scooter India (HMSI). This
announcement caused the HHM stock price to decrease by 30 percent that same day.
Munjal had to come up with some new strategic decisions as, HMSI and other foreign
new entry companies were causing increased intensity of rivalry for HHM.
II. HISTORY
India has the largest number of two wheelers in the world with 41.6 million vehicles.
India has a mix of 30 percent automobiles and 70 percent two wheelers in the country.
India was the second largest two wheeler manufacturer in the world starting in the 1950’s
with the birth of Automobile Products of India (API) that manufactured scooters. API
manufactured the Lambrettas but, another company, Bajaj Auto Ltd. surpassed API and
remained through the turn of the century from its association with Piaggio of Italy
(manufacturer of Vespa). The license raj that existed between the1940s to1980s in India,
did not allow foreign companies to enter the market and imports were tightly controlled.
This regulatory maze, before the economic liberalization, made business easier for local
players to have a seller’s market. Customers in India were forced to wait 12 years to buy
a scooter from Bajaj. The CEO of Bajaj commented that he did not need a marketing
department, only a dispatch department. By the year 1990, Bajaj had a waiting list that
was twenty-six times its annual output for scooters. The motorcycle segment had the
same long wait times with three manufacturers; Royal Enield, Ideal Jawa, and Escorts.
Royal Enfield made a 350cc Bullet with the only four-stroke engine at that time and took
the higher end of the market but, there was little competition for their customers. Ideal
Jawa and Escorts took the middle and lower end of the market respectively. In the mid-
BABASAB PATIL
PATSON AGENCIES, BELGAUM1980s, the Indian government regulations changed and permitted foreign companies to
enter the Indian market through minority joint ventures. The two-wheeler market changed
with four Indo-Japanese joint ventures: Hero Honda, TVS Suzuki, Bajaj Kawasaki and
Kinetic Honda. The entry of these foreign companies changed the Indian market
dynamics from the supply side to the demand side. With a larger selection of two-
wheelers on the Indian market, consumers started to gain influence over the products they
bought and raised higher customer expectations. The industry produced more models,
styling options, prices, and different fuel efficiencies. The foreign companies new
technologies helped make the products more reliable and with better quality. Indian
companies had to change to keep up with their global counterparts.
III. BUSINESS GROWTH
The business growth of Hero Honda has been phenomenal throughout its early days. The
Munjal family started a modest business of bicycle components. Hero Group expanded so
big that by 2002 they had sold 86 million bicycles producing 16000 bicycles a day.
Today Hero Honda has an assembly line of 9 different models of motorcycles available.
It holds the record for most popular bike in the world by sales for Its Splendor model.
Hero Honda Motors Limited was established in joint venture with Honda Motors of
Japan in 1984, to manufacture motorcycles. It is currently the largest producer of Two
Wheelers in the world. It sold 3 million bikes in the year 2005-2006. Recently it has also
entered in scooter manufacturing, with its model PLEASURE mainly aimed at girls. The
Hero Group has done business differently right from the start and that is what has helped
them to achieve break-through in the competitive two-wheeler market. The Group's low
key, but focused, style of management has earned the company plaudits amidst investors,
BABASAB PATIL
PATSON AGENCIES, BELGAUMemployees, vendors and dealers, as also worldwide recognition. The growth of the Group
through the years has been influenced by a number of factors: Just-in-Time The Hero
Group through the Hero Cycles Division was the first to introduce the concept of just-in-
time inventory. The Group boasts of superb operational efficiencies. Every assembly line
worker operates two machines simultaneously to save time and improve productivity.
The fact that most of the machines are either developed or fabricated in-house, has
resulted in low inventory levels. In Hero Cycles Limited, the just-in-time inventory
principle has been working since the beginning of production in the unit and is functional
even till date.. This is the Japanese style of production and in India; Hero is probably the
only company to have mastered the art of the just-in-time inventory principle.
Ancillarisation:
An integral part of the Group strategy of doing business differently was providing
support to ancillary units. There are over 300 ancillary units today, whose production is
dedicated to Hero's requirements and also a large number of other vendors, which include
some of the better known companies in the automotive segment. Employee Policy:
Another Striking feature within the Hero Group is the commitment and dedication of its
workers. There is no organized labor union and family members of employees find ready
employment within Hero. The philosophy with regard to labor management is "Hero is
growing, grow with Hero." When it comes to workers' benefits, the Hero Group is known
for providing facilities, further ahead of the industry norms. Long before other companies
did so, Hero was giving its employees a uniform allowance, as well as House Rent
Allowance (HRA) and Leave Travel Allowance (LTA). Extra benefits took the form of
BABASAB PATIL
PATSON AGENCIES, BELGAUMmedical check-ups, not just for workers, but also for the immediate family members.
Dealer Network:
The relationship of Hero Group with their dealers is unique in its closeness. The dealers
are considered a part of the Hero family. A nation-wide dealer network comprising of
over 5,000 outlets, and have a formidable distribution system in place. Sales agents from
Hero travels to all the corners of the country, visiting dealers and send back daily
postcards with information on the stock position that day, turnover, fresh purchases,
anticipated demand and also competitor action in the region. The manufacturing units
have a separate department to handle dealer complaints and problems and the first
response is always given in 24 hours. Financial Planning:
The Hero Group benefits from the Group Chairman's financial acumen and his grasp on
technology, manufacturing and marketing. Group Company, Hero Cycles Limited has
one of the highest labor productivity rates in the world. In Hero Honda Motors Limited,
the focus is on financial and raw material management and a low employee turnover.
Quality: Quality at Hero is attained not just by modern plants and equipment and through
latest technology, but by enforcing a strict discipline. At the Group factories, attaining
quality standards is an everyday practice - a strictly pursued discipline. It comes from an
amalgamation of the latest technology with deep-rooted experience derived from nearly
four decades of hard labor. It is an attitude that masters the challenge of growth and
change - change in consumers' perceptions about products and new aspirations arising
from a new generation of buyers. Constant technology up gradation ensures that the
Group stays in the global mainstream and maintains its competitive edge. With each of its
foreign collaborations, the Group goes onto strengthen its quality measures as per the
BABASAB PATIL
PATSON AGENCIES, BELGAUMbook. The Group also employs the services of independent experts from around the world
to assist in new design and production processes. Diversification:
Throughout the years of enormous growth, the Group Chairman, Mr. Lall has actively
looked at diversification. A considerable level of backward integration in its
manufacturing activities has been ample in the Group's growth and led to the
establishment of the Hero Cycles Cold Rolling Division, Munjal and Sunbeam Castings,
Munjal Auto Components and Munjal Showa Limited amongst other component-
manufacturing units. Then there were the expansion into the automotive segment with the
setting up of Majestic Auto Limited, where the first indigenously designed moped, Hero
Majestic, went into commercial production in 1978. Then came Hero Motors which
introduced Hero Puch, in collaboration with global technology leader Steyr Daimler Puch
of Austria. Hero Honda Motors was established in 1984 to manufacture 1000 cc
motorcycles. The Hero Group also took a venture into other segments like exports,
financial services, information technology, which includes customer response services
and software development. Further expansion is expected in the areas of Insurance and
Telecommunication.
The Hero Group's phenomenal growth is the result of constant innovations, a close watch
on costs and the dynamic leadership of the Group Chairman, characterized by an culture
of entrepreneurship, of right attitudes and building stronger relationships with investors,
partners, vendors and dealers and customers.
BABASAB PATIL
PATSON AGENCIES, BELGAUM SALES PERFORMANCE
Hero Honda, the ‘World No.1’ two-wheeler company, continues to strengthen its
leadership in the Indian two-wheeler industry, registering impressive growth in sales in
the first quarter of the FY 2006 – 07.
For the quarter ending June 2006, the company achieved cumulative sales of 8,32,692
units, recording a growth of 21.29% compared to the same period last year. During the
corresponding period last Financial Year, the company had recorded sales of 6,86,494
units in the first quarter ending June 2005.
In June 2006, the company sold 2,78,660 units registering an impressive growth of
23.26% as against 2,26,073 units in June last year.
During the month, Hero Honda launched Glamour FI - India’s first Fuel Injection
motorcycle. The new technology eliminates the need for a carburetor, offers the most
comfortable drive and the lowest emissions, in addition to a host of other features, which
is now available for the first time to Indian two-wheeler riders.
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.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
Hero Honda has been strongly committed not only to environmental conservation
programmes but also expresses the increasingly inseparable balance between the
economic concerns and the environmental and social issues faced by a business:
businesses must not grow at the expense of mankind and man's future but rather must
servemankind.
"We must do something for the community from whose land we generate our wealth." A
famous quote of Mr.Brijmohan Lall Munjal, CMD.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
ORGANISATION PROFIL
PATSON AGENCIES: AUTHOURIESED DEALEARS OF HERO HONDA
MOTERCYCLES, BELGAUM
STARTED :APRIL 1985
FOUNDER: BAPUSHAB PATIL &
PRABHAKAR PATIL
PRESENT CHAIR PERSONS: Mr. PRABHAKAR PATIL
Mrs. CHANDARANI PATIL
Mr. RAHUL .P. PATIL
Mr. HARSH .P. PATIL
TURNOVER OF 2005-2006: 17 CRORES
SALES OF 2005-2006: 4730 MOTERCYCLES
ADDRESS : PATSON AGENCIES
P.B.ROAD, BELGAUM -590003
KARNATAKA
PH:0831-2486674 ,2486385
BABASAB PATIL
PATSON AGENCIES, BELGAUMORGANISATION CHART
BABASAB PATIL
Chair person(partners)
General Manager
Accounts Department
Spar Part Department
Sales Department Servicing Department
Head Mechanics
Work supervisor
Work Manager
Mechanics
Sales Executives
PATSON AGENCIES, BELGAUM
WORK ALLOCATION CHART
BABASAB PATIL
Work Manager
Team A
Washing Supervisor
Computer Operator
Passport program in charge
Service Follow-up(post service follow-up)
Warranty In charge
Work Shop Supervisor
Delivery Supervisor
Front Officer Supervisor
Team B
Name
Name
Name
Team C
PATSON AGENCIES, BELGAUM
ORGNISATION 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
BABASAB PATIL
Work Supervisor
Head Mechanics
M/CCM/CC
M/C M/C M/C
PATSON AGENCIES, BELGAUMIn 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.
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.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
INTRODUCTION TO HERO HONDA PASSPORT PROGRAM (HHPP)
HHPP was the program launched by the Hero Honda Company in year 2000 on the
declaration of Splendor as world No.1 Largest selling single two wheeler model.
HHPP is program launched by the company to build long tram business relation with
customers. It is basically a “Customer relationship Programme” instituted specially for
Hero Honda customers.
It is also program to motivate the customers to use original Hero Honda spare parts from
authorized dealers & also avail the service from authorized dealers.
What is the Hero Honda Passport Programme?
The Hero Honda Passport Programme is a Customer Relationship Programme' instituted
specially for customer and dealers. Upon enrolling for the Programme, customer obtain a
Hero Honda Passport, which entitles customer to a host of benefits, privileges and
exclusive rewards. What's more, customer also become eligible for the Hero Honda
'Winners of the Month', which could win you a Hero Honda Splendor+, or a cash prize of
Rs. 40.000!
Who is eligible for the Hero Honda Passport?
Any Hero Honda motorcycle owner or user is eligible for the Hero Honda Passport.
However, it is the actual user of the motorcycle, who derives maximum benefits from it.
BABASAB PATIL
PATSON AGENCIES, BELGAUMHow to apply for the Hero Honda Passport?
Fill-in the Hero Honda Passport Application Form available all Hero
Honda authorized dealerships/workshops.
Pay requisite enrolment fee, and attach two passport-sized photographs
with the application form.
Your personalized Hero Honda Passport will be processed and delivered
to you by your dealer, within 4 weeks of applying.
What is the Hero Honda Passport?
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
Some of 1 he benefits are:
• 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.
BABASAB PATIL
PATSON AGENCIES, BELGAUM- 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.
- Regular information through the Suhana Safar newsletter.
How to use the Hero Honda Passport?
You need to carry your Hero Honda Passport with you when you visit a
Hero Honda authorized dealership/workshop.
Every time you do a transaction at a Hero Honda showroom /workshop, the dealer
would reward points into your passport. You are eligible to accumulate points,
against purchase of spares, accessories, service and by referring friends to
purchase a Hero Honda motorcycle.
You can win several gifts as you accumulate points swiftly.
Also, your points do not become zero after a gift collection and you can
keep collecting gifts as you reach a particular milestone.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
CONCEPTUAL BACKGROUND OF THE STUDY
GENERAL CONCEPT:
Industrialist and mangers, who earlier perceived management to be more of an art, have
started realizing that management of business requires a more systematic and scientific
approach and are looking to theory for basis management solutions. This has resulted in
exhaustive R&D in business theory, which has given has given also Management
Information Systems.
MARKETING:
Marketing is a social Process by which individuals and group obtain what they need want
through creating offering and freely exchanging products and services of values with
others.
Accordingly to Peter Druker there will always, one can assume be need for some sealing.
But the aim, of marking is to make selling superfluous. The aim of marketing is to know
and understand the customer so we that the products or services fits him and sells it.
Ideally marketing should result on a customer who is ready to but all that should be
needed then is to make produce or service available.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
Evolving even of marketing role in the company:
Some company department (often manufacturing finance and R&D) beeline a stronger
marketing function threatens their power in the organization. Initially the marketing
function is seen as one of several equally important functions in a check and balance
relationship. Lack of demand leads marketers to argue that their function is more
important. Enthusiasts go further and say marketing is the major function of the
enterprise, for without customers there would be an company. Enlightened marketers
classify the issue by putting the customers rather then marketing at the center of the
company. They argue for a customer orientation in which all functions work altogether to
respond to serve and to satisfy the customer. Some marketers say the marketing still
needs to command a central position if the customer’s needs are to be correctly
interpreted and effectively satisfied.
MARKETING INFORMATION SYSTEM:
Every firm must organize a rich flow of information to its marketing managers
competitive company study their manager information needs and design marketing
information system to meets their needs.
A MIS consists of people, equipment and procedures together, sort, analyze, evaluate and
distribute needed timely and accurate information to the marketing decision makers.
The information is developed through internal company records, marketing Intelligence
activities, marketing research and marketing decision support analysis.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
BRAND:
Branding is major issue in product strategy on the one hand developing branded product
requires a greater deal of long term investments, especially for advertising, promotion
and packing. Many brand oriented companies markets say “brand is the name, term, sign,
symbol or a combination of them intended to identify the goals or service of one seller or
group of sellers to differentiate them from those competitors.”
In essence, a brand identifies the seller or maker; it can be a name, trade ark, log or the
other symbol, under trademark law, the seller is granted exclusive fights to the use of
brand name in perpetuity.
A brand is essentially a seller promise to deliver a specific set of features, benefits and
service consistently to the buyers. The best brands convey a warranty quality, but a brand
is an even more complex symbol. It can convey up to six levels of meaning.
Attributes: a brand brings to mind certain attributes
Benefits: attributes must be translated into functional and emotional. The attribute
durable could translate into the functional benefit.
Values: The brand also says something about the producers value.
Culture: The brand may represent or certain culture like Mercedes represent
Greman culture, organized efficient, high quality.
Personality : the brand can project a certain personality.
User : the brand suggest the kind of customers who buys or uses the product.
BABASAB PATIL
PATSON AGENCIES, BELGAUMIf a company treats a brand only as name, it misses the point. The branding challenge is
to develop a deep set positive associations for the brand. Marketers must decide at which
level to anchor the brands identity.
BRAND EQUITY :
Brands vary in the amount of power and values they have in the market place at one
extreme are brands that are not known by most of the buyers. Then their brands for which
buyers have high degree of brand awareness. Beyond this brands are with high degree
customers rather that marketing of acceptability.
Then there are brands that enjoy high degree of brand preference finally there are brands
that command a high degree of loyalty.
According to Aaker, to the degree of brand name recognition perceived brand quality,
strong mental and emotional associations and other assets such as patents, trade marks
and channel relationship.
A brand name needs to be carefully managed so that its equity does not depreciate . This
requires maintaining or improving brand awareness., perceived quality and functionality
and positives associations . These tasks require continuing in R & D investments, skill
full advertisement and excellent trade and consumer service.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
BRAND PULL:
Brand pull is nothing but pulling effect by consumer for particular product. It means that
the customer demand for particular brand. The customers will not refer to buy any other
brand it is not available with dealers. Brand pull is very important for particular products
to become successful in the market. It sores the acceptance the by the customer for a
particular branded products. For attracting customers the product should fulfill the needs
and wants of the customers. That is the product should give satisfaction the customer.
BRAND PUSH :
Brand push is another strategy. Brand push is done mostly by dealers if particular is not
selling or else if the customer has no choice to buy which brand, then the dealer will
suggest to buy the particular brand and try to convince the customer to purchase, that
brand is termed as brand push service.
CUSTOMER DRIVES 3 KINDS SERVICES:
Before sales service i.e. providing needed information to the buyer about the product
service at the time of sales : when selling process takes place, the company should take
care about the quick and delivery, installation etc.
After sales service when sales have been some to the customer, the company should think
the customer is part of the family. So attending any emergency repair or any kind of
service required should be met immediately so as to retain the customer
BABASAB PATIL
PATSON AGENCIES, BELGAUM
QUALITY:
It is a totally of features and characteristics of a product or service that bare on its ability
to satisfy stated or implied needs.
We can say that the seller has delivered quality whenever the sellers product or service
meets or exceeds the customer expectations.
DISTRICUTION EFECIENCY:
Management needs to search for distribution economies in inventory control, warehouse
locations and transportations modes. One problems that distribution efficiency declines
when the company experiences the strong sales increases., it may causes in meeting
delivery dates. This leads customers to badmouth the company eventually ales fall.
MEANING OF THE CUSTOMER SATISFACTION:
Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyer’s expectation in general;
“Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing
a products perceived performance (or outcome) in relation to his/her expectations.
As this definition makes clear, satisfaction is a faction of perceived performance and
expectations. If the performance falls short of expectation, the customer dissatisfied,
highly satisfied, delighted.
BABASAB PATIL
PATSON AGENCIES, BELGAUMMany companies are aiming for high satisfaction, because customers who are just
satisfied still find it easy to which when a better offer comes along. Those also are highly
satisfied are much less ready to switch high rates faction or delight creates un emotional
bond with the brand, net just a rational preference the result is high customer loyalty .
Buying experiments friends and associates advice and market and competitors
information and promises. If marketer raises expectations too high the buying is likely to
be disappointed.
A customer decision to be loyal or to default is the sum of many small encounters with
the company, consulting firms etc. corporation says that in order to convert all the small
encounters to customer loyalty, companies need to create a “Brand Customer
Experience”
Customer oriented thinking requires the company to define customer needs from the
customer point of view not from its own point of view. Every product involves trade
offs,, and management can not known what these are without talking to and researching
customers. Thus a car buyer would like a high performance car that never breaks down
that is safe, attractively styled and chief. Since, all of them virtues cannot be confined in
one carry the car designer must make hard chooses not on what pleases them but rather
on what customer prefer are expect. The aim, after all, is to make a sale through meeting
the customers need.
BABASAB PATIL
PATSON AGENCIES, BELGAUMWhy is it supremely important to satisfy to customer ?
Basically because of company’s sale each period comes from two groups. New customers
and repeat customer. It always cost more to attract new customers than to retain current
customer. Therefore, customer retention is more critical than customer attraction.
The key to customer retention is customer satisfaction to satisfied customer.
Buys again
Talks favorably to others about the company.
Pays less attention to competing brands and advertising.
Buys other products from the same company.
A customer oriented company would track its customer satisfaction level each period and
set improvement goals. If they manage to increase customer satisfaction and loyalty, it
does not have top worry even if its profits are down in a particular year. It is on the right
track satisfaction keeps falling it is on the working track. Profit would go up or down in a
particular year for many reason, inclosing rising controls falling prices, major new
investments and soon. But, the ultimate sign of a healthy company is that its customer
satisfaction index is high an d keeps rising companies future profits.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
MARKET REASEARCH
DEFINATION:
Marketing research is the function which lines the consumer customer and public to the
marketer through information used to identify and define marketing opportunities and
problems , generates refine and evaluates marketing action, monitor marketing
performance and impure understanding of marketing as process.
Marketing research specifies the information required to address these issues designs the
method for collection information manages and implementing the data collection process
analyze the result and communicates the findings and their implication.
OBJECTIVES OF THE MARKETING RESEARCH:
Some of the research objectives are as follows,
To gain familiarity with a phenomenon, event, product or service.
To determine the frequency with something occurs or with it is associated with
something else.
To test the hypothesis of casual relationship between variables.
To understand the requirement of market and formulate strategies as per the
requirements.
BABASAB PATIL
PATSON AGENCIES, BELGAUMSAMPLING
Sample : Representation of a particular population and is the subset of the population:
And is the subset of the population. Concerned to my project, The sample represented is ,
as sample size of 125 people in number of the sample is consisting of the customers of
hero Honda within Belgaum city.,
Stages in selection of a sample :
Define the target population.
Specify the sampling frame
Specify sampling method
Determine sample size.
Specify sampling plan.
Select the sample.
Define the target population concerned to my project :
I have selected the target population as, the customers of Hero Honda bikes within the
Belgaum city.
Select the sampling frame:
Concerned to my project , the sampling frame held in Belgaum city, i.e.
Hero Honda outlet, (Patson Agencies) and major places of Belgaum city, i.e.
RPD cross, Khade Bazar, Fort Road.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
SPECIFY SAMPLING UNITS:
Sampling unit consisting of the sleeted sample.
Specify sampling method.
Concerned to my project, I am using the probability sampling method, where there is a
probability of selecting any customer of Hero Honda Patson agencies is known i.e.
simple random sample.
Determination of the sample size
Concerned to my research sample size is selected is 125 i.e. value of the information
records the cast.
Specify the sampling plan
Sampling plan is done according to the stages in the sampling process.
Select the sample
It includes the actual selection of the sample elements (already listed), & field work (as I
am using the questionnaire for the survey)
BABASAB PATIL
PATSON AGENCIES, BELGAUM
RESEARCH DESIGN
Steps in Research design
Define the research problem
Estimate the value of Information
Select the data collection method
Select the measurement technique
Select the sample
Select the analytical approach
Evaluate the ethics of the research
Specify time & financial cost
Prepare the research proposal
Step 1: Define the research problem
To know the awareness level & effectiveness & response towards HHPP.
Management problem / opportunity clarification Hero Honda company wants to make
HHPP more effective, so company want to know the present performance of this
program.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
Step 2: Estimate the value of the information:
The value of information should exceed the expected cost. I am conducting the sample
survey method, & my sample size for my research is 125 its member.
Step 3: Select the data collection method;
I decided to go for survey method i.e. simple random sample using the questionnaire
conducting the survey & using Dichotomous (close-ended), rating scale & open-ended
questions.
Step 4: Select the measurement technique
Descriptive type of research, using the questionnaire with rating scale, open & close-
ended questions.
Step 5: Select the sample
The sample would be the customers of Hero Honda motorcycle within Belgaum city.
Step 6: Select the analytical approach:
Analyzing the collected information with the help of percentages (%) using MS-Excel
software.
Step 7: Evaluate the ethics of the research
The collected information (data) will be used for salving the management problem & not
for any non-ethical objectives will be addressed.
Step 8: Specify time & financial cost:
Time needed is two months (8 weeks) & the financial cost are;
Daily expenses about 50/- per two months it is about 1500+1500 = 3000/-
Stationary & printing about 1500/- total financial cost = 1500+1500 = 4500/-
BABASAB PATIL
PATSON AGENCIES, BELGAUM
Step 9: Prepare the Research proposal:
My understanding of this project is as follows:
Background:-
HHPP is a program launched by the Hero Honda to build long term relation with
customers & to promote sales of spares & services from authorized dealer. Now company
wants to make this program more effective. So company wants to know present
performance of this program.
Purpose:
The main objective is to know the awareness & effectiveness of Hero Honda passport
program.
Research approach:
A non-technical description of data collection method i.e. sample survey that includes
customers of Hero Honda Patson in Belgaum.
Time & cost requirement:
Time needed is 2 months (8 weeks) & the financial cost are:
Daily expenses about 50/- per two months it would be 3000/-
Stationary & printing about 1500/-
Total financial cost = 3000+1500 = 4500/-
Data collection Method
Primary Data collection
BABASAB PATIL
PATSON AGENCIES, BELGAUM
Interview: The administrative of a questionnaire to an individual or group of
individuals is called an interview.
Type of Interview: Structured interview it refers to the extent to which an
interview is restricted to follows the warding & instructions in the
questionnaire.
Concerned to my project, I am using the structured questionnaire with open-ended &
close-ended where & when necessary to the customers of Hero Honda Patson customers
within Belgaum city.
Measuring Tools:
Descriptive type of research, using the questionnaire with open & close ended questions.
BABASAB PATIL
PATSON AGENCIES, BELGAUMANALYSIS AND RECOMMENDATION
Q1:- Which Hero Honda Motorcycle Do you have?
Models Respondent Percentage (%)
Splendor 55 44%
Passion 38 30%
CBZ 10 8%
Other 22 18%TOTAL 125
Interpretation: From the above graph it reveals that 45% of the respondents are splendor
Users ,30% are passion users ,8% are CBZ users & 18% of respondents are users of other
Hero Honda models.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
Q2:-Are you aware of Hero Honda Passport program?
Option Respondent Percentage(% )
Yes 108 87
No 17 13
Total 125
Interpretation: from the above graph it reveals that from 125 respondent 87% of the
respondent were aware of the HHPP & 13% are not aware of HHPP.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
Q3) Are you a member of Hero Honda passport program?
Option Respondent Percentage %Yes 98 91
No 10 8
Total 108
Interpretation : From the above graph it reveals that from 108 respondents 91% of the
respondents were the members of HHPP & 8% of the respondents were not the member
of HHPP.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
Q4:-Are you aware of advantages of Hero Honda passport program?
Option Respondent Percentage (%)
Yes 63 64
No 9 10
Not Exactly 26 26
Total 98 100
Interpretation: Form the above graph it reveals that from 98 respondent 64% of the
respondents were aware of the advantages of Hero Honda Passport Program, 10% were
not aware of the Hero Honda Passport Program & 26% were aware but not completely.
BABASAB PATIL
PATSON AGENCIES, BELGAUMQ5:-Under which Hero Honda Passport program you have registered?
Plans Respondent Percentage (%)
125 21 22
175 77 78
TOTAL 98 100
Interpretation: From the above graph it reveals that out of 98 respondent 22% of the
respondents had registered under Rs. 125 plan program & 78% of respondents had
registered under Rs. 175 plan program.
BABASAB PATIL
PATSON AGENCIES, BELGAUMQ6:-How many times you received gifts from this program on your accumulated
points?
gifts received Respondent Percentage(%)Zero 7 7
< three times 22 23four times 27 27
> four times 42 43
Interpretation: From the above graph it reveals that out of 98 respondent 07% of the
respondents have not received the gifts, 23% have received the gifts for <3 times, 27% of
the respondents have received the gift for 4 times & 43% of the respondents have
received gifts for more then 4 times.
BABASAB PATIL
PATSON AGENCIES, BELGAUMQ7:-Are you satisfied with advantages (gifts & benefits) for your purchase of spare
parts or services under this program?
SATISFACTION LEVEL SAMPLES %STRONGLY SATISFIED 11 12
SATISFIED 36 36
NETHER SATISFIED NOR DISSATISFIED
16 17
NOT SATISFIED 23 23STRONGLY DISSATISFIED 12 12
Interpretation: From the above graph it reveals that out of 98 respondent 12% of the
respondents were strongly satisfied with the advantages for the purchase of spare parts
and services, 36% of the respondents were just satisfied with the advantages, 17% were
neither satisfied nor dissatisfied, 23% were not satisfied with the advantages and 12%
were strongly dissatisfied with the advantages of the program for their purchases of spare
and services from authorized dealer.
Q8:-Are you aware of insurance scheme in Hero Honda Passport program?
BABASAB PATIL
PATSON AGENCIES, BELGAUM
Option Respondent Percentage(%)
yes 80 81
no 18 19
Interpretation: From the above graph it reveals that out of 98 respondent 81% of the
respondents were aware of the insurance scheme & 19% of the respondents were not
aware of the insurance scheme in Hero Honda Passport Program.
Q9:-Do you feel program works according to its promises?
BABASAB PATIL
PATSON AGENCIES, BELGAUM
Option Respondent Percentage (%)
yes 79 80
no 8 8
Not exactly 11 12
Interpretation: From the above graph it reveals that out of 98 respondent 80% of the
respondents feel program works according to its promises 8% of respondents program
does not work according to its promises and 12% of respondent feel program works but
not exactly according to its promises.
BABASAB PATIL
PATSON AGENCIES, BELGAUMQ10: Does the program influence you to go for repeated purchase of spare parts &
service from Hero Honda authorized dealers only?
Influence level Respondent Percentage(%)
Strongly influence 13 14
Influence 46 46
Neither influence nor not influence 23 23
Not influence 16 17
Strongly not influence 0 0
1 4
4 62 3
1 7 0
S T R O N G L YIN F U L E N C E
IN F U L E N C E
N IT H E RIN F L U E N C E N O RD IS IN F U L E N C E
N O T IN F U L E N C E
S T R O N G L I D ISIN F U L E N C EInterpretation: From the above graph it reveals that out of 98 respondent 14% of the
respondents are strongly influenced by this program in their purchase of spares and
services, 46% of respondent are just influenced by this program, 23% of respondent are
neither influenced nor not influenced and 17% of respondents are strongly not influenced
by the program in their purchase of spare parts and services.
BABASAB PATIL
PATSON AGENCIES, BELGAUMQ11:-What do you say about this program?
Attitude Respondent Percentage (%)
Excellent 26 26
Good 48 49
Neither good Nor Bad 10 11
Bad 4 4
Worst 0 0
A T T IT U D E T O W A R D S P R O G R A M
2 6
4 9
1 1 4 0 E X C E L L E N T
G O O D
N IT H E R G O O DN O R B A DB A D
W O R S T
Interpretation: From the above graph it reveals that out of 98 respondent 26% of the
respondents said program is excellent, 49% of respondents said program is good, 11% of
respondents said program is neither good nor bad and 4% of respondents said program is
bad.
BABASAB PATIL
PATSON AGENCIES, BELGAUMQ12:-Are you satisfied with the service provided by PATSON AGENCIES in Hero
Honda Passport program?
Option Respondent percentage %
Yes 74 75
No 11 12
Some what 13 13
7 5
1 2 1 3
0
2 0
4 0
6 0
8 0
Y E S N O S O M EW H A T
P E R S E N T A G E ( %)
Interpretation: From the above graph it reveals that out of 98 respondent 74% of the
respondents are satisfied with the PATSON AGENCIES service provided in Hero Honda
Passport Program and 12% of respondents are not satisfied with the service proved by the
PATSON AGENCIES and 13% of respondents are somewhat satisfied with the service
provided by PATSON AGENCIES in Hero Honda Passport Program.
BABASAB PATIL
PATSON AGENCIES, BELGAUMQ13:-Are you satisfied with Hero Honda Passport Program?
Satisfaction level Respondent Percentage (%)
Strongly satisfied 11 12
Satisfied 48 48
Neither Satisfied Nor Dissatisfied 31 32
Not satisfied 8 8
Strongly dissatisfied 0 0
S A T IS F A C T IO N L E V E L
1 2 %
4 8 %
3 2 %
8 % 0 %
S T R O N G L YS A T IS F IE D
S A T IS F IE D
N E IT H E RS A T IS F IE D N O RD IS S A T IS F IE DN O T S A T IS F IE D
S T R O N G L YD IS S A T IS F IE D
Interpretation: From the above graph it reveals that out of 98 respondent 12% of the
respondents are strongly satisfied with the Hero Honda Passport Program, 48% just
satisfied with the program, 32% of respondents are neither satisfied nor dissatisfied with
the program and 8% of the respondents are not satisfied with the Hero Honda Passport
Program.
BABASAB PATIL
PATSON AGENCIES, BELGAUM14: Reasons behind not being aware of the Hero Honda Passport Program.
Respondents were not interested in scheme and offers.
Respondents did not came across any advertisement of Hero Honda Passport
Program.
Hero Honda Passport Program was not communicated to them by PATSON
AGENCIES.
15: Reasons behind aware but not being the member of the Hero Honda Passport
Program.
Respondents were not interested in Hero Honda Passport Program.
Respondents bikes were old so they were not interested in Hero Honda Passport
Program.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
MATER SHEET
DATA CODE SHEET
Respondent Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q131 1 1 1 1 2 4 2 1 3 1 1 1 22 1 2 0 0 0 0 0 0 0 0 0 0 03 4 1 1 1 2 2 4 1 1 2 2 1 14 4 1 1 2 2 1 2 1 1 5 1 2 35 1 1 1 1 1 4 2 1 1 3 2 3 26 4 1 1 2 2 1 1 2 1 2 2 1 17 1 1 1 1 2 2 4 1 1 2 2 1 18 3 1 2 0 0 0 0 0 0 0 0 0 09 1 1 1 3 2 4 2 1 1 2 3 1 4
10 1 2 0 0 0 0 0 0 0 0 0 0 011 2 1 1 2 1 1 3 1 2 4 2 3 212 4 1 1 1 2 2 4 2 1 3 2 1 113 1 1 1 1 2 2 1 1 1 2 1 1 314 1 1 1 3 2 2 2 1 3 2 2 2 415 1 2 0 0 0 0 0 0 0 0 0 0 016 4 1 1 3 1 2 4 1 1 3 2 1 217 1 1 1 1 2 4 2 1 1 2 2 1 218 2 2 0 0 0 0 0 0 0 0 0 0 019 1 1 1 1 2 3 4 1 1 1 2 1 220 4 1 1 2 1 4 3 1 1 2 1 1 321 1 1 1 1 2 3 4 1 1 4 1 2 122 4 2 0 0 0 0 0 0 0 0 0 023 3 1 1 1 1 3 3 2 2 5 3 3 124 1 2 0 0 0 0 0 0 0 0 0 0 025 4 1 1 1 2 4 2 1 3 2 2 1 226 3 1 2 0 0 0 0 0 0 0 0 0 027 4 1 1 3 2 4 2 1 1 4 1 1 228 1 1 1 1 1 2 4 1 1 3 2 1 329 4 1 1 1 2 4 2 1 1 2 3 1 230 1 1 1 1 2 1 2 1 2 2 2 231 4 1 1 2 2 3 2 1 1 4 2 1 232 1 1 1 1 2 4 2 2 1 1 2 3 233 2 1 1 2 2 1 2 1 1 3 2 1 234 1 1 1 1 2 3 4 2 1 2 1 3 135 1 1 1 1 1 4 2 1 1 2 4 1 236 1 2 0 0 0 0 0 0 0 0 0 0 037 1 1 1 3 2 2 1 1 3 3 1 1 338 2 1 1 1 2 3 2 1 1 2 1 2 239 1 1 2 0 0 0 0 0 0 0 0 0 040 4 1 1 1 2 3 4 1 1 4 2 1 441 1 2 0 0 0 0 0 0 0 0 0 0 042 4 1 1 3 1 2 2 2 1 2 1 2
BABASAB PATIL
PATSON AGENCIES, BELGAUM43 1 1 1 3 2 4 3 1 2 3 3 1 344 2 1 1 1 2 2 2 1 1 5 3 1 245 1 1 1 3 2 4 2 1 1 2 2 1 246 4 1 1 2 1 1 2 1 1 4 2 1 447 2 1 1 1 2 4 2 1 1 2 3 1 248 1 2 0 0 0 0 0 0 0 0 0 0 049 2 1 1 1 2 3 2 1 1 2 1 1 250 4 1 1 1 1 2 4 2 3 3 1 1 151 4 1 1 3 2 2 2 1 1 2 2 1 252 1 1 2 0 0 0 0 0 0 0 0 053 4 1 1 1 2 3 3 1 1 4 2 1 254 2 1 1 1 2 3 1 1 1 3 2 2 355 1 2 0 0 0 0 0 0 0 0 0 0 056 2 2 0 0 0 0 0 0 0 0 0 0 057 1 1 1 1 1 2 3 1 3 5 3 3 458 2 1 1 1 2 4 3 2 1 2 1 2 59 1 1 1 3 2 2 2 1 1 2 1 1 160 1 1 1 3 2 4 2 1 1 3 1 1 261 2 1 1 1 1 3 1 1 2 4 2 1 462 2 1 1 3 2 4 2 1 1 1 2 3 263 2 1 1 1 2 4 4 2 1 1 4 1 264 2 1 1 1 1 4 2 1 1 3 2 1 165 1 1 1 3 2 4 2 1 3 2 3 1 466 2 1 1 1 2 3 2 1 1 3 2 3 267 1 2 0 0 0 0 0 0 0 0 0 0 068 2 1 1 1 1 4 4 1 1 4 2 1 169 1 1 2 3 2 3 2 1 1 2 1 1 370 2 1 1 1 2 2 4 2 1 2 2 1 271 1 1 1 2 1 1 2 1 1 2 3 2 272 2 2 0 0 0 0 0 0 0 0 0 0 073 1 1 1 3 2 4 2 1 1 2 4 1 274 3 1 1 1 2 4 1 1 2 2 2 1 275 1 1 1 1 2 3 4 1 1 2 1 1 376 2 1 1 2 2 1 2 1 1 2 2 1 277 1 1 1 1 2 3 4 1 1 2 2 1 278 2 1 1 1 2 4 2 2 1 3 2 1 279 1 1 1 3 2 4 3 1 3 4 1 1 280 2 1 1 1 2 3 1 1 2 2 1 281 2 1 1 1 2 3 4 2 1 2 2 282 1 2 0 0 0 0 0 0 0 0 0 0 083 1 1 1 3 1 2 4 1 1 2 2 1 284 1 1 1 1 2 2 2 1 3 3 2 2 185 1 1 0 0 0 0 0 0 0 0 0 0 086 4 1 1 1 2 4 3 1 1 4 2 1 287 2 1 1 3 2 4 1 1 1 2 1 1 288 1 1 1 1 1 4 2 1 1 2 2 1 289 4 1 1 3 2 4 3 1 1 3 2 1 290 2 1 1 1 2 4 2 1 3 2 2 1 191 4 1 1 3 2 4 2 1 1 2 2 1 292 2 1 1 3 2 4 4 1 1 1 2 1 2
BABASAB PATIL
PATSON AGENCIES, BELGAUM93 2 1 1 3 2 4 2 1 1 1 2 1 294 3 1 1 1 2 3 3 2 1 2 4 3 295 2 1 1 3 1 3 2 1 1 2 2 1 296 1 1 1 1 2 4 3 1 2 1 2 1 397 2 1 1 1 2 3 4 2 1 2 2 3 298 3 1 1 1 2 4 2 1 1 1 2 1 299 2 2 0 0 0 0 0 0 0 0 0 0 0
100 1 1 1 1 2 3 2 1 1 2 2 1 2101 2 1 2 0 0 0 0 0 0 0 0 0 0102 1 1 1 1 2 2 1 1 1 4 1 2 2103 2 1 1 1 1 2 4 1 3 1 3 1 2104 1 1 2 0 0 0 0 0 0 0 0 0 0105 2 1 1 1 2 3 4 1 1 1 2 1 2106 1 1 1 1 2 4 3 1 1 3 1 1 2107 2 1 1 3 2 4 2 1 1 3 2 1 2108 1 1 1 1 2 3 4 1 1 1 1 1 2109 1 1 1 2 4 1 1 1 2 2 3 2110 3 1 1 1 2 4 3 2 2 3 2 1 2111 2 2 0 0 0 0 0 0 0 0 0 0 0112 1 1 1 1 2 3 2 1 1 4 2 1 3113 1 1 1 1 2 3 4 1 1 1 2 1 2114 1 1 2 0 0 0 0 0 0 0 0 0 0115 4 1 2 0 0 0 0 0 0 0 0 0 0116 2 1 1 3 2 2 2 2 1 4 1 3 2117 1 1 1 1 1 4 3 1 1 3 3 1 2118 3 1 1 1 2 2 1 1 2 2 2 2 2119 4 1 1 3 2 4 2 2 1 2 2 1 3120 2 1 1 1 1 3 2 1 1 1 2 1 4121 3 1 1 1 2 3 4 1 1 2 2 1 1122 2 1 2 0 0 0 0 0 0 0 0 0 0123 2 2 0 0 0 0 0 0 0 0 0 0 0124 3 1 1 1 2 2 3 1 1 4 2 1 1125 1 1 2 0 0 0 0 0 0 0 0 0 0
BABASAB PATIL
PATSON AGENCIES, BELGAUM
FINDINGS
Project Finding
The customer awareness level towards HHPP is excellent because nearly 87% of
the respondents were aware of this program.
From the aware respondents 91% of respondents had taken the membership under
this program. This shows program is effectively reaching the customers.
The customer awareness level about the advantages of the program is good, but
there is still scope for improvement.
Major of the respondent have registered under Rs.175 plan that is 78% of
respondent have registered under 175 plane. This shows that company will be
contact with 78% customers for 3 years. This will help in building good relation
with the customers.
Major of the customers are using this program because 43% of respondents have
received the gifts for more then 4 time, 27% of respondent have received the gift
for 4 times on this collected pts this means every member has done the purchase
of at list Rs.2000 from the authorized dealers. But this is still scope for
improvement. This shows effectiveness of the program.
36% of the respondents are satisfied with the advantage (gift) on this purchase &
11% of respondent. This shows that improvement in gifts returns is required.
Awareness level regarding Insurance schemes in HHPP is excellent because
nearly 81% the respondents are aware of this scheme benefit.
BABASAB PATIL
PATSON AGENCIES, BELGAUM HHPP works according to its promises because 80% respondents said yes it works
according to its promises this also shows the effectiveness of the program.
Customers are influenced by this program to go for repeated purchase of spare
parts & services from authorized dealers of Hero Honda because 46% respondent
said is influence & 14% of respondent said it strongly influence them to go
repeated purchase of spare parts & services from authorized dealers. This show
program is effective in attracting the customers towards Hero Honda authorized
dealers.
The attitude towards HHPP is good. Because 49% of respondents program is
good & 26% of said program is excellent.
Customers are satisfied with the service provided by PATSON agencies in HHPP.
Because 75% of respondent said they are satisfied with the services provided by
PATSON agencies in HHPP.
Just 48% of respondent are satisfied & 12% are strongly satisfied. This means
there is still scope for improvement.
BABASAB PATIL
PATSON AGENCIES, BELGAUM
SUGGESTIONS & RECOMMENDATION
BABASAB PATIL
PATSON AGENCIES, BELGAUMQUESTIONNAIRE
BABASAB PATIL
PATSON AGENCIES, BELGAUM
BIBLIOGRAPHY
1. Marketing Management
Philip Kotler
2. Marketing Research
Tull and Hawkins
3. Website
www.google.com
www.herohonda.com
4. Materials
Books.
BABASAB PATIL