Consumer Awareness & Selection of Automobiles

7/28/2019 Consumer Awareness & Selection of Automobiles

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A PROJECT REPORT

ON

CONSUMER AWARENESS & SATISFACTION OF SELECTED AUTOMOBILE

DEALERS

WITH SPECIAL REFERENCE TO HERO MOTOCORP,KARIMNAGAR

DISSERTATION SUBMITTED TO JNTU HYDERABAD IN PARTIAL FULFILLMENT OF THE

REQUIREMENTS FOR THE AWARD OF THE DEGREE IN

MASTER OF BUSINESS ADMINISTRATION

Submitted byMr. PRASHANTH SAAMA

(H.T.NO 102E1E0095)

PROJECT SUPERVISOR

Mr. S.SRIDHAR REDDY

MBA

DEPARTMENT OF BUSINESS MANAGEMENT

VAAGESWARI INISTITUTE OF MANAGEMENT SCIENCES

BESIDE LMD POLICE STATION, KARIMNAGAR, ANDHRA PRADESH

(2010-12)


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DECLARATION

I, PRASHANTH SAAMA hereby state that the project entitled CONSUMER AWARENESS &

SATISFACTION OF SELECTED AUTOMOBILE DEALERS WITH SPECIAL REFERENCE TO HERO

MOTOCORP, KARIMNAGAR submitted to JNT University, Hyderabad is a partial fulfillment of

the requirements for the award of the Master of Business Administration MARKETING

MANAGEMENT is my original work under the supervision and guidance of Mr. S.SRIDHAR REDDY,

Asst. professor, It has not previously formed the basis for the award of any degree or diploma, or

other similar title.

PRASHANTH SAAMA

Place: Karimnagar (H.T.NO 102E1E0095)

Date:


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ACKNOWLEDGEMENT

I am very thankful to the manager of Bharadwaj Autotech Pvt. Ltd. Mr. RAMESH. G for his

help in completing my project report.

I am very thankful to Mr. RAJENDERA R MADADI Associate professor and Head of Dept.

Business Management, Vaageswari institute of management sciences, Beside LMD Police Station

for his encouragement in completing my work.

I am very thankful to my project guide S.SRIDHAR REDDY MBA, Dept. of Business

Management, Vaageswari institute of management sciences.

I am very grateful for the helpful guidance of the other faculty of Vaageswari institute of

management sciences, friends and relatives for their help in completion of the project report.

PRASHANTH SAAMA

(H.T.NO 102E1E0095)

Place: Karimnagar

Date:


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MARKET

Market is a physical place where buyers and sellers gathered to buy and sell goods.

Economists describe a market as a collection of buyers and sellers who transact over a

particular product or product class.

Marketing

Marketing is everywhere, formally or informally. People & organizations engage in

a vast number of activities that we could call Marketing.

Philip Kotler

American Marketing Association [AMA]

Marketing is an organizational function and a set of process for creating,

communicating and delivering value to customers and for managing customer relationships

in ways that benefit the organization and its stake holders.

Marketing is the performance of business activities that direct the flow of goods

and services from the producer to the consumer.

Dealership

Dealership is to sell certain products of the company as per the dealership

agreement. If you see the car showrooms they are dealer of the car they sell and in turn they

get commission. before a company appoints any one as dealer they have certain criteria to

be fulfilled in terms of capital. space ,service centers etc.

Dealer

Any person who carries on business in purchasing, selling, supplying or distributing

goods and also includes works i.e.., contractor, company, Co-operative Society, Broker,

Commission Agent, Auctioneer or any other mercantile Agent for the consideration of cash,

commission and deferred payment.


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A dealer is a right granted to an individual or group to market a companys goods

and services within a certain territory or location. A dealer owns the overall rights and

trademarks of the company. The dealer must follow the certain rules and guidelines.

Dealership has become one of the most popular ways of doing business in todays market

place. The environment looking ahead is expected to greatly increase the importance of

contact with customers.

Distribution has been called the other half of the marketing. This is so because

the expenditure incurred and efforts involved in distribution, accounts for nearly 50% of

total expenses of all the marketing efforts. Distribution is a value added activity where the

products are moved to the place of demand and stored till sold. Physical distribution is the

set of activities used in managing the flow of products from manufacturers to consumers

and end users.


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NEED OF THE STUDY

In India automobile industry is growing rapidly and there is a intensifying

competition between many players. Every company is trying to acquire maximum market

share. In this process companies are establishing their dealership in everywhere of the

market now, dealer of one company in the same market much competition in among them.

The need of the study is aimed to measuring the satisfaction and market

performance and relationship with customer at Hero Moto corps which is very important

for the product to service in the market. The survey result may help company to understand

marketing performance to customers view towards their products.


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OBJECTIVES OF THE STUDY

To analyze the service quality of the dealers. To identify the impact of services on sales. To measure the performance of sales promotion practices. To find the factors which customers are looking before purchasing. To analyze the relationship practices of dealers.


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SCOPE OF THE STUDY

The dealer service activities focus mainly on existing dealers. and some of the

dealers are more important than others. Why because development sales and marketing

programs operational procedure and information and measuring system undertaken by

them.

Data will be collected from respondents by serving questionnaires which is

developed based on the objectives of the study .

The study has been conducting in Karimnagar and surroundings. The data has been

collecting from the customers by personal interviews.

The sample size is 100. Customer is examined and asked about their opinions views

and satisfaction level with regards to selected aspects like product, price and promotion.

The project study will cover the consumers, customers, competitors, dealers. Etc.

It provides an insight into the difficult parameters of buyers, competitors, dealers decision

that makes people to purchase.


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RESEARCH METHODOLOGY:

Sources of the data:

Primary data:

The research method used in this case is survey type for the collection of the

primary data. In this primary data collection facts and figures are the raw materials in which

research workers. In this primary data collection information is obtained from original

sources at first had by research. By this method one can get original data specifically on

project on hand.

Primary data can be collected slowly at high cost but is offers much greater

accuracy and reliability but it has to be created. There are many methods of obtaining

primary data. One of obtaining primary data. One of them which is used here Is survey

method of questionnaire technique.

Secondary data:

This secondary data were collected from websites, text book. Company reports

others sources.

Research instrument:

A structured designed questionnaire is used collecting the primary data from the

respondents the questionnaires consist of dichotomous questions open ended and closed

ended question.

Data processing:

Operations which are preformed with the purpose of summarizing. The collected

data and organizing data. Data processing which include edit, coding and data entry. There


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activities erasure. The accuracy of that data and its conversion from raw from to reduced

and classified forms and more appropriate for analysis.

Editing:

Record raw data is normally less than perfect and the first phase through which data

must pass in editing. It is necessary that the collected data are present readable and

accurate in the desire from I.e. data collected has no same missing values all entries are

readable or all information is accurate. This introduces errors in collected information

which are to be rectified before further analysis. Editing comprises inspecting correcting

and modifying. The raw data to ensure. That the information is available correctly

adequately and relevantly.

Coding:

It is observed that investigation the respondents give wide variety of answers to the

same questions. Thus for proper analysis there is a need group there answers to gather in

some way and then assign numeric or other codes to category of answers.

Coding can be done either at the time of preparing the questionnaire or after editing

the raw data.

Procedure for coding:

Before coding it is necessary prepare a coding frame. Coding frame is set of clearly

printed instructions on both the groupings of the answers and on the codes which are to be

assigned to each group. The instruction can be framed by taking a sub-sample from the

collected data and producing a detailed list all the answers obtained for various kinds of

inquiries.

Tabulation:

When a mass data has been assembled it becomes necessary for the researcher to

arrange the some kind of concise and order. This procedure, I referred to be logical as

tabulation. Tabulation is a process of summarizing raw data and displaying same in


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LIMITATIONS

Each & everything will be having a limit. each one has to be in certain boundaries that

determine the aspect of the study.

The project study will be carried out for 45 days only. Respondents inability to give the correct answers or lack of information on

unwillingness to give correct answers.

Time being the constant so project study will be done for a limited population inkarimnagar.


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CHAPTERIZATION

Chapter-1

Introduction of the study. Need of the study. Literature Review Objective of the study.

Scope of the study.

Research methodology. Limitations.

ChapterII

Industry Profile Company Profile

ChapterIII

Conceptual frame workChapter-IV

Analysis and interpretationChapter-V

Finding Suggestions and Recommendation Conclusions


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INDUSTRY PROFILE

The Indian automotive industry consists of five segments: commercial vehicles;

multi-utility vehicles & passenger cars; two-wheelers; three-wheelers; and Bike. With

5,822,963 units sold in the domestic market and 453,591 units exported during the first nine

months of FY2005 (9MFY2005), the industry (excluding Bike marked a growth of 17%

over the corresponding previous. The two-wheeler sales have witnessed a spectacular

growth trend since mid nineties.

Automotives is one of the largest industries ion global market. Being the leader in

product and process technologies in the manufacturing it has been recognized as one of the

drivers of economic growth. During the last decade, well-directed efforts have been made

to provide a new look to the automobile policy for realizing the sectors full potential for

the economy. Steps like abolition of licensing , removal of quantitative restrictions and

initiatives to bring the policy framework in consonance with WTO requirements have set

the industry in a progressive track. Removal of the restrictive environment has helped

restructuring and enabled industry to absorb new technologies, aligning itself with the

global development and also to realize its potential in the country.

The liberalization policies have led to continuous increase in competition which has

ultimately resulted in modernization in the line with the global standards as well as in

substantial cut in prices. Aggressive marketing by the auto finance companies have also

played a significant role in boosting automobile demand. Especially form the population in

the middle income group.

Motorcycles have made their debut around the 1050s; this section looks at the two

wheelers which have over the years caught the imagination of country. It was in the year

1954 that the Indian government ordered for totaling number of 800 motorcycles to man the

Pakistani borders. In came the Bullets which were initially launched in England as a 350cc


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bike and it was upgraded to 500cc a year or so later. These bikes have remained unaltered,

barring some cosmetic changes which have undergone over the years. Thus one can say

without much of a doubt that the 1995 Bullet was one of the initial hits of the Indian two-

wheeler industry and till today it continues to be a darling of the motorcycle enthusiasts.

Enfield bullet had a close competition with another sturdy bike named Rajdoot, as

the bike was strong enough to handle the rough Indian roads. The company had roped in

Indian He-man Dharmendra for the promotion of the bike. With more than 1.6 million

vehicles on the road the Rajdoot, motorcycle was one of the initial hits of the earlier years

of two-wheelers history in the country.

When heavy motorcycles were the order of the day, a relatively lighter bike had

caught on the imagination of the Indian two wheeler user. Ind-Suzuki bike launched by the

then TVS Suzuki group was an instant hit; however the bike could not sustain its initial

success due to the high import content in the vehicle and less of localization.

In scooters Bajaj Chetak has been hugely responsible for adding momentum to the

transport system of the country, till today it remains one of the most successful brands to

have come out of the Bajaj stable.

The scooter is named after the horse of legendary Rana Pratap Singh. These sets of

two wheelers have become a part of Indian milieu and are often considered a representative

of the Indian middle class aspiration. Very few two-wheelers have been able to emulate the

success, which Bajaj chetak has achieved over the years. Similarly LML Motors enjoyed a

reasonable success with the launch of LML Select which came with new age technology

and improved performance. Today newer models of two-wheeler are entering the market

every day, slowly pushing these names down the memory lane. However names like

Chetak, Rajdoot and Bullet will always find a mention in the history of two-wheelers in the

country.


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Evolution of two-wheeler Industry in India.

Two-wheeler segment is one of the most important components of the automobile

sector that has undergone significant changes due to shift in policy environment. The two-

wheeler industry has been in existence in the country since 1955. It consists of three

segments viz. scooter, motorcycles and mopeds. The share of two-wheelers in automobile

sector in terms of units sold was about 80 percent during 2003-04. This high figure itself is

suggestive of the importance of the sector. In the initial years, entry of firms, capacity

expansion, choice of products including capacity mix and technology, all critical areas of

functioning of an industry, were effectively controlled by the State machinery.

The lapses in the system had invited fresh policy options that came into being in late

sixties. Amongst these policies, monopolies and restrictive Trade Practices (MRTP) and

Foreign Exchange regulation Act (FERA) were aimed at regulating monopoly and foreign

investment respectively. This controlling mechanism over the industry resulted in: (a)

several firms operating below minimum scale of efficiency; (b) under-utilization of

capacity; and (c) usage of outdated technology. Recognition of the damaging effects of

licensing and fettering policies led to initiation of reforms, which ultimately took a more

prominent shape with the introduction of the New economic policy (NEP) in 1985.

However, the major set of reforms was launched in the year 1991 in response to the

major macroeconomic crisis faced by the economy. The industrial policies shifted from a

regime of regulation and tight control to a more liberalized and competitive era. Two major

results of policy changes during these years in two-wheeler industry were that the, weaker

players died out giving way to the new entrants and superior products and a sizeable

increase in number of brands entered the market that compelled the firms to compete on the

basis of product attributes. Finally, the two-wheeler industry in the country has been able to

witness a proliferation of brands with introduction of the new technology as well as


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increase in number of players. However, with various policy measures undertaken in order

to increase the competition, though the degree of concentration has been lessened over

time, deregulation of the industry has not really resulted in higher level of competition.

The composition of the two-wheeler industry has witnessed sea changes in the post-

reform period. In 1991, the share of scooter was about 50 percent of the total 2-wheeler

demand in the Indian market. Motorcycle and moped had been experiencing almost equal

in the India market. Motorcycle and moped had been experiencing almost equal level

shares in the total number of two-wheelers. In 2003-04, the share of motorcycles increased

to 78 percent of the total two-wheelers while the share of scooter and mopeds declined to

the level of 16 and 6 percent respectively. A clear picture of the motorcycle segments

gaining importance during this period is exhibited by the Figures 1,2 and 3 depicting total

sales, share and annual growth during the period 1993-94 through 2003-04.

National Council of Applied Economic research (NCAER) had forecast two-

wheeler demand during the period 2002-03 through 2011-12. The forecasts had been made

using econometric technique along with inputs obtained from a primary survey conducted

at 14 prime cities in the country. Estimates were based on Panel Regression, which takes

into account both time series and cross section variation on data. A panel data of 16 major

states over a period of 5 years ending 1999 was used for the estimation of parameters. The

models considered a large number of macro-economic, demographic and socio-economic

variables to arrive at the best estimations for different two-wheeler segments. The

projections have been made at all India and regional levels. Different scenarios have been

presented based on different assumptions regarding the demand drivers of the two-wheeler

industry.

The most likely scenario assumed annual growth rate of Gross Domestic Product

(GDP) to be 5.5 percent during 2002-03 and was anticipated to increase gradually to 6.5


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percent during 2011-12. The all-India and region-wise projected growth trends for the

motorcycles and scooters are presented in table 1. The demand for mopeds is not presented

in this analysis due to its already shrinking status compared to motorcycles and scooters.

It is important to remember that the above-mentioned forecast presents a long-term

growth for a period of 10 years. The high growth rate in motorcycle segment at present

will stabilize after a certain point beyond which a condition of equilibrium will set the

growth path. Another important thing to keep in mind while interpreting these growth rates

is that the forecast could consider the trend trill 1999 and the model could not capture the

recent developments that have taken place in last few years. However, this will not alter the

regional distribution to a significant extent.

Suggests two important dimensions for the two-wheeler industry. The region-wise

numbers of motorcycle and scooter suggest the future market fore these segments. At the all

India level, the demand for motorcycles will be almost 10 times of that of the scooters. The

same in the western region will be almost 20 times. It is also evident from the table that

motorcycle will find its major market in the western region of the country, which will

account for more than 40 percent of its total demand. The south and north-central region

will follow this. The demand for scooters will be the maximum in the northern region,

which will account for more than 50 percent of the demand for scooters in 2011-12.

The present economic situation of the country makes the scenario brighter for

short-term demand. Real GDP growth was at a high level of 7.4 percent during the first

quarter of 2004. Both industry and the service sectors have shown high growth during the

period at the rates of 8.0 and 9.5 percent respectively. However, poor rainfall last year will

pull down the GDP growth to some extent. Taking into account all these factors along with

other leading indicators including government spending, foreign investment, inflation and

export growth, NCAER has projected an average growth of GDP at 6.7 percent during the


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tenth five-year plan. Its mid-term forecast suggests an expected growth of 7.4 percent in

GDP during 2004-05 to 2008-09. Very recently, IMF has portrayed a sustained global

recovery in World Economic Outlook. A significant shift has also been observed in Indian

households from the lower income group to the middle income group in recent years. The

finance companies are also more aggressive in their marketing compared to previous years.

Combining all these factors, one may visualize a higher growth rate in two-wheeler

demand than presented in table 1, particularly for the motorcycle segment.

There is large untapped market in semi-urban and rural areas of the country. Any

strategic planning for the two-wheeler industry needs to identify these markets with the

help of available statistical techniques. Potential markets can be identified as well as

prioritized using these techniques with the help of secondary data on socio-economic

parameters. For the two-wheeler industry, it is also important to identify the target groups

for various categories of motorcycles and scooters. With the formal introduction of

secondhand car market by the reputed car manufacturers and easy loan availability for new

as well as used cars, the two-wheeler industry needs to upgrade its market information

system to capture the new market and to maintain its already existing markets. Availability

of easy credit for two-wheelers in rural and smaller urban areas also requires more3 focused

attention. It is also imperative to initiate measures to make the presence of Indian two-

wheeler industry felt in the global market. Adequate incentives for promoting exports and

setting up of institutional mechanism such as Automobile Export Promotion council would

be of great help for further surge in demand for the Indian two-wheeler industry.


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COMPANY PROFILE

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

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

commitment to customer, quality and excellence, and while doing so, maintains the highest

standards of ethics and societal responsibilities. Twenty five years and 25 million two

wheelers later, Hero Honda is closer to fulfilling this dream. This vision is the driving

force behind everything that we do at Hero Honda. We understood that the fastest way to

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

There were many unknowns but we kept faith, and today, hero Honda has been the

largest two wheeler company in the world for eight consecutive years. Our growth has kept

compounding. The company crossed the ten million unit milestone over a 19-year span. In

the new millennium, Hero Honda has scaled this to 15 million units in just five years! In

fact, during the year in review, Hero Honda sold more two wheelers than the second, third

and fourth placed two-wheeler market was able to show positive growth during the year in

review. Without Hero Honda, the domestic market would have actually shrunk.

Over the course of two and a half decades, and three successive joint venture

agreements later, both partners have fine-tuned and perfected their roles as joint venture

partners. What the two partners did was something quite basic. They simply stuck to their

respective strengths. As one of the worlds technology leaders in the automotive sector,

Honda has been able to consistently provide technical knowledge, design specifications and

R&D innovations.

This has led to the development of the world class, value for money

motorcycles and scooters for the Indian market. On its part, the Hero Group has taken on


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the singular and onerous responsibility of creating world-class manufacturing facilities with

the robust processes, building the supply chain, setting up an extensive distribution

networks and providing insights into the mind of the Indian customer. Since both partners

continue to focus on their respective strengths, they have been able to complement each

other. In the process, Hero Honda is recognized today as one of the most successful joint

ventures in the world. It is therefore no surprise that there are more Hero Honda bikes on

this countrys roads than the total population of some European countries put together!

The companys meteoric growth in the two-wheeler market in India stems from an

intrinsic ability to reach out and come closer to its customers, with every passing year.

Hero Hondas bikes are sold and serviced through a network of over 3500 customer touch

points, comprising a mix of dealers, service center and stockiest located across rural and

urban India. Hero Honda has built two world-class manufacturing facilities at Dharuhera

and Gurgaon in Haryana, and its third and most sophisticated plant at Haridwar has just

completed a full year of operations. It is difficult to imagine that all this has happened in

the span of just two and a half decades!

The best is yet to come. During the year in review, Hero Honda powered its way in

a market that, for all practical purposes, was feeling the full effects of the economic

slowdown in India. With an economic recovery new clearly on the cards, Hero Honda is all

set to ride into another summit. As Brijmohan Lall Munjal, the Chairman, Hero Honda

Motors succinctly puts it, We pioneered Indias two wheeler industry, weve steered it

through difficult times, now it is our responsibility to set the pace again.


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HERO HONDAS MISSION

Hero Hondas mission is to strive for synergy between technology, systems and

human resources, to produce products and services that meet the quality, performance and

price aspirations of its customers. At the same time maintain the highest standards of ethics

and social responsibilities. This mission is what drives Hero Honda to new heights in

excellence and helps the organization forge a unique and mutually beneficial relationship

with all its stake holders.

HERO HONDAS MANDATE

Hero Honda is a world leader because of its excellent manpower, proven

management, extensive dealer network, efficient supply chain and world-class products

with cutting edge technology from Honda Motor Company, Japan. The teamwork and

commitment are manifested in the highest level of customer satisfaction, and this goes a

long way towards reinforcing its leadership status.

Hero Honda Motor limited, based in Delhi, India is a joint venture between the Hero

group of India and Honda of Japan. It has been referred to as the worlds biggest

manufacturer of 2-wheeled motorized vehicles since 2001, when it produced 1.3 million

motorbikes in a single year. During the fiscal year 2008-09, the company has sold 3.28

million bikes and the net profit of the company stood at Rs. 1281.7 crore, up 325 from the

previous fiscal year. The companys most popular model is the Hero Hondas Splender

which is the worlds largest-selling motorcycle, selling more than one million units per

year.


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History

Hero is the brand name used by the Munjal brothers for their flagship company Hero

cycles Ltd. A joint venture between the Hero group and Honda Motor company was

established in 1984 as the Hero Honda company, India. During the 1980s, the company

introduced motorcycles that were popular in India for their fuel economy and low cost. A

popular advertising campaign based on the slogan Fill it - Shut it Forget it that

emphasized the motor cycles fuel efficiency helped the company grow at a double -digit

pace since inception.

Hero Honda has three manufacturing facilities based at Dharuhera and Gurgaon in

Haryana and at Haridwar in Uttarakhand. These plants together are capable of churning out

3.9 million bikes per year. Hero Hondas has a large sales and service network with over

3,000 dealerships and service points across India. Hero Hondas customer loyalty program,

the Hero Honda Passport program, claims to be one of the largest programs of its kind in

the world with over 3 million members. The 2006 Forbes 200 Most Respected companies

list has Hero Honda Motors ranked at 108.

India became the second largest two wheeler manufacturer in the world and starting

in the 1950s with the Automobile Products of India (API) that manufactured the Lambrettas

and Bajaj Auto Ltd. with its association with Piaggio of Italy (manufacturer of Vespa

scooters) as the largest manufacturers within the country. The license raj that existed

between the 1940s to 1980s 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 sellers market. [ neutrality is

disputed] customers in India were forced to wait up to 12 years to buy a scooter from Bajaj.

The CEO of Bajaj commented that he did not need a marketing department, only a dispatch


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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 Enfield, 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-1980s, 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-joint ventures: Hero Honda, TVS Suzuki, Bajaj Kawasaki

and kinetic Motor Company (Kinetic Honda). The entry of foreign companies changed the

Indian market dynamics form 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.

The group Chairman, Mr. Brij Mohan Lall Munjal has activel looked at

diversification. A considerable level of vertical integration in its manufacturing activities

has been present in the Groups 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.

Expansion into the automotive segment with the setting up of Majestic Auto limited,

where the first moped designed entirely in India, Hero Majesitc, went into commercial

production in 1978. Hero motors, in collaboration with Steyr Daimler Puch of Austria


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introduced another moped, the Hero Puch, in 1980. Hero Honda otors was established in

1984 to manufacture 100 cc motorcycles.

The Hero group also plans to expand into other segments like exports, financial

services, information technology, insurance and telecommunication.


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ABOUT THE CHAIRMAN

Brijmohan Lall MunjalSeeding a Dream

Dont dream if you cant fulfill your dreams Brijmohan lall Munjal is often fond

of saying. The founder and patriarch of the 2.8 billion Hero group is your classic first

generation entrepreneur. He is a man who started small, dreamt big and used a combination

of the grit and perseverance to create one of the countrys largest corporate groups and the

Worlds No.1 two Wheeler Company.

Instinctive from a young age, Brijmohan Lall made a rather unusual start in life.

Around the time when the freedom movement in India was taking shape in the late 1920s

he walked into a newly opened Gurukul (Indian Heritage School) near his home in

Kamalla (now in Pakistan). He was only six years old then.

Thus began an extraordinary tale of courage and perseverance . Brijmohan began

his business story after partition in 1947, when he and his brothers relocated to Ludhiana.

The family set up a company that provided poor people with basic transport (cycles). Three

decades later, as India evolved; he added a second crucial chapter- which visualized

affordable and technologically superior transport to millions of middle class Indians. The

rest is history.


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BOARD OF DIRECTORS

S. N Name of the Directors Designation

1. Mr. Brijmohan Lall Munjal Chairman & whole-time Director

2. Mr. Pawan Munjal Managing Director

3. Mr. Toshiaki Nakagawa Joint Managing Director

4. Mr. Sumishia Fukuda Technical director

5. Mr. Om Prakash Munjal Non-executive Director

6. Mr. Sunil Kant Munjal Non-executive Director

7. Mr. Masahiro Takedagwa Non-executive Director

8.

Mr. Satoshi Matsuzawa (Alternative director

to Mr. Takashi Nagai)

Non-executive Director

9. Mr. Pradeep Dinodia Non-executive & Independent Director

10. Gen. (Retd.) V.P. Malik Non-executive & Independent Director

11. Mr. Anajit Singh Non-executive & Independent Director

12. Dr. Pritam Singh Non-executive & Independent Director

13. Ms. Shobhana singh Non-executive & Independent Director

14. Mr. Meleveetil Damodaran Non-executive & Independent Director

15. Mr. Ravi Nath Non-executive & Independent Director

16. Dr. Anand C. Burman Non-executive & Independent Director


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PRODUCT PROFILES

Achiever Ambition 133, Ambition 135 CBZ, CBA Star, CBZ Xtreme CD 100, CD 100 SS, CD Dawn, CD Deluxe, CD Deluxe (self Start) Glamour, glamour F.1 Hunk Joy Karizma, Karizma R, Karizma ZMR F1 Passion, Passion+, Passion Pro Pleasure Street Splendor, Splendor+, Splendor + (Limited Edition), Super Splendor, Splendor

NXG.


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Hero motor corp is established in the year of 2004 and this company name is Baradwaj

HERO.

Chairmen is P.V Rajeshwar rao

Managing director : P.V.R kashyap

General manager : P.V Sharath babu.

Hero MotoCorp two-wheelers are manufactured across three globally benchmarked

manufacturing units at

Gurgaon, Dharuhera and Haridwar.

Hero Moto Corp Ltd. (formerly Hero Honda Motors Ltd.) is the world's Largest

manufacturer of two wheelers, based in India.


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Product range

Hero MotoCorp offers wide range of two wheeler products that include motorcycles

and scooters, and has set the industry standards across all the market segments.

CD Dawn CD Deluxe Pleasure Splendor + Splendor NXG Passion PRO Passion Plus Super Splendor Splendor PRO Glamour Glamour PGM FI Achiever CBZ Xtreme Hunk Karizma Karizma ZMR


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Organization structure

In this organization there are 3 tire structure is there.

in that,

Sales manager

Work manager Spares manager

1. Sales Manager

Under the sales manager there are 6 sales executives employees are there. Under the sales executives there are 2 go down in charges are there. Under this go down in charges there are 2 assistant go down in charges are there. Under the assistant go down in charges there are 6 mechanics are there.

Profile

Company name :HERO and its logo is in the name of HERO.

ADDRESS :Baradwaj HERO moto corp dealers,

Kothirampur, Karimnagar .

E mail or website : www.heromotocorp.com Establishment year : 2004 Capital : one crore rupees Number of regular customer visited : 80-100 customers per month in that 20-30

customers are purchasing.

Number of employees of the company : 54 employees. Sales turnover in a year : 1200 vehicles are sales every month

60000000 cr. Per month, 720000000 cr. In a year.

Greatness : Branded and quality & resale.
http://www.heromotocorp.com/http://www.heromotocorp.com/http://www.heromotocorp.com/


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Branches : Mankammathota, Huzurabad, Jammikunta, Siricilla, Vemulawada,Jagitial, Shankarapatnam, Illantakunta, Malyala, Bejjanki, Husnabad..etc.

Other business : Agriculture, P.V.R film studio, Radhika gardens.In the hyderabad there is also HERO branch in that he has the

partnership.

Social service : Village Development Programs.These are the detailed information of the HERO MOTO CORP

company details.


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DEALERSHIP:

Dealership is to sell certain products of the company as per the dealership

agreement. If you see the car showrooms they are dealer of the car they sell and in turn they

get commission. before a company appoints any one as dealer they have certain criteria to

be fulfilled in terms of capital. space ,service centers etc.

Dealer :

Any person who carries on business in purchasing, selling, supplying or distributing

goods and also includes works i.e.., contractor, company, Co-operative Society, Broker,

Commission Agent, Auctioneer or any other mercantile Agent for the consideration of cash,

commission and deferred payment.

Dealer Role:

Every manufacturer will need to strive even harder to ensure that customer

experience with every aspect of contact with the product (through sales, after-sales service

and product use and ownership) will exceed their expectations. Here the role of the dealer

and the network is invaluable.

Importance Of Dealer:

A good dealer relationship will also help you greatly with the factory, if there are

problems that cannot be rectified by the dealer. The dealer will be your advocate with the

factory, without them your complaints will not get too far up the chain.


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Two Wheeler sales and Service:

They are a renowned name in the field of automobile industry.

For this we have deployed a team of young professional who are technically sound

and dedicated towards their work to offer the reliable 2 wheeler sale and services.

We have various models of 2-wheelers in India to initiate a change and make a difference

in the Indian 2-wheeler industry.

Our complete range is manufactured as per the industry standards and to ensure thesame it is procured only from reliable vendors.

We are very efficient, perfectly designed and dimensionally accurate in offering the2 wheeler sale and services.

Distribution

Distribution has been called theother half of the marketing. This is so because

the expenditure incurred and efforts involved in distribution, accounts for nearly 50% of

total expenses of all the marketing efforts. Distribution is a value added activity where the

products are moved to the place of demand and stored till sold. Physical distribution is the

set of activities used in managing the flow of products from manufacturers to consumers

and end users.


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Importance:

Physical distribution has attracted the attention of managers of modern industries

because of number of reasons such as the following:

Rising costs of distribution Excellent scope of saving costs. Contribution towards sales promotion.

These are briefly discussed there.

Rising Costs: Distribution costs are increasing day by day. The elements of distribution

costs are labour, equipment, storage facilities like warehouses, inventory holding cost,

transportation cost etc., In other words, as time passes, distribution outlays are increasing.

Hence this has attracted the attention of management. In addition, following aspects also

increases the costs of distribution.

Globalization: this calls for the necessity to find new markets far and wide to meetsever competition. This increases the cost.

Product mix: Larger the range of products higher the transportation costs.Cost Saving: Better control and management of distribution opens up excellent scope of

saving costs. Logistic areas, compared to others, have better potential for cost reduction.

Examples of potential areas of saving are inventory control, proper location and number of

warehouses, optimize the means and method of transportation and effective supervision.

Sales promotion: Distribution if properly managed can work as a sales promotion step.

Examples are timely delivery, prompt replacement of damaged/ faculty

equipment/products, higher service level etc.


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NETWORK PLANNING AND STRATEGIC DECISIONS

1. The Strategic Decisions: The main objectives of distribution management are the

following:

To meet customers needs To have competitive advantage over others.

This is the reason why we find similar firms have dissimilar distribution network. Strategic

planning and design of network requires an organized approach. This requires strategic

decisions. Following are the important decisions:

Specifying the role of distributors. Determining the intensity of distribution. Identifying distribution alternatives. Evaluation of alternatives. Choosing specific channel members.

These are briefly discussed in the subsequent paragraphs.

2. Role of Distributors: Channel strategy should be designed within the context of

entire marketing mix. Channel objectives must support the marketing strategy of the firm.

These objectives must include the following:

Channel performance Extent of control.

Financial support

3. Intensity of Distribution: aving decided the roles of distributors which supports

the overall marketing strategy, the next step is to identify the intensity of distribution.

Following are the major distribution intensities.

Intensive distribution. Selective distribution and Exclusive distribution.


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4. Identifying Alternatives: In this step a number of factors are involved such as

the role, intensity, type of product, territory and customers. Based on length and width of

channel distribution we have following alternatives. (1) Zero level (2) One level (3) Two

levels and (4) three levels.

5. Evaluation of Alternatives: This is a decision process having following steps:

Revenuecost Analysis, Time horizon of development, Control consideration, Legal constraints, Channel availability.

Following are the criteria for evaluating alternatives:

Evolution of channels based on the stage of product cycle. Vertical marketing system. Horizontal marketing system, Multi-channel marketing system, and Managing the channel including conflicts.

6. Choosing the Specific Channel Members: A number of factors influence this

decision, such as product, market, firm and middlemen. Two other factors relevant here are

the following:

Whether the middlemen sells to the market the product the producer wants to?

Whether middlemens marketing efforts (4Ps) matches with that of the producer?


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7. Factors influencing Channel Decisions: Following factors have profound

influence on strategic decisions on distribution network.

Marketing Conditions Company characteristics, Product attributes, Attitude of middlemen, Environmental conditions and Intensity of distribution.

SALES & SERVICE

India, the worlds, 2nd fastest growing auto market in top gear growth in the country

is a hot destination for automobile manufacturers due to its robust economic growth,

favourable demographics, higher disposable income, changing lifestyle and positive

industrial eco system. India is expected to become the third biggest automaker in the world

within next decade. According to Diane H Gulyas, president Dupoint performance

polymers.

Owing to its vertical and horizontal integration with other key segments of the

economy, the Industry is said to be a major growth driver.

The study will be made with a view to promote sample recommendation for taking

actions and to improve sales and service on the two wheeler automobiles.

They are providing a clear idea to the company how to attract and retain the

customers for the survival and growth of organization.


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Sales AnalysisMethods:

1. Purpose: Invoice form the basic data for sales analysis. We have already seen

that sales analysis is a systematic process of finding answers to the following questions:

What is sold? Where is it sold? By Whom it is sold? Who are the buyers?

Analysis is carried out when there is a purpose to do so. This is to solve a problem which

we have discussed earlier. It must be done systematically.

2. Scope: Brief details of analysis is given below. The problem taken up here for

example, is the low sales of product and shortfall of sales volume objective. This analysis is

intended to find to the causes in terms of product, territories salesman and customer

accounts.

(a). Products: Products are taken up for analyzing their actual sales vs quotas based

on sales volume objectives. In this analysis, product wise sales are listed down and ranked.

Having identified the products having lowest sales, that product is taken up for further

analysis to find the problems of low sales.

(b) Territory: Here territory wise sale of affected product is examined to find out

which territory is showing lower turnover.

(c) Salesman: Having identified territory showing poor sales, the next step is to

analyses the performance of all the salesman in that territory to examine whose

performance is really poor and the reason thereof.

(d) Customer Account: the next logical step is to analyze the customer accounts and

find out which class of customer account failed.


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In this analysis there is no hard and fast rule of following a particular sequence. In

other words, the sequence of analysis shown here viz. product-territory-salesman-customer

account, can be re-scheduled and sequenced differently based on the particular problem

being examined/ analyzed.

3. Methodology: Method consists of following steps.

Presale call activities Sales call activities

4. Conclusion: Better knowledge on sales potential of an area, greater the accuracy

of forecasting sales volume objective.


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1. How do you come to know about HERO motors?

a. Advertising b. Friends/relatives

c. References d. Sales People

Table-4.1: Analyze the mode of channel that come to know about hero motors.

S. no Options No. of

respondents

of dealer 1

% No of

respondents

of dealer2

% Grand total

1 Advertising 12 24 19 38 31

2 Friends/relatives 35 70 29 58 64

3 Reference 35 70 29 58 64

4 Sales people 0 0 1 2 1

TOTAL 50 50 100

Interpretation:

64% of the respondents says that they come to know about the Hero motors byfriends/ relatives.

31% of the respondents says that they come to know about Hero motors byadvertising

4% of respondents are come to know about Hero motors by reference 1% of respondents is come to know about Hero motors by sales people.


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Graph 4.1: Analyze the mode of channel that come to know about hero motors.

COMMENT:

By the analysis it is clear that most of the Bharadwaj Hero customers are come to

know about Hero Motors through friend / relatives.

0

10

20

30

40

50

60

70

80

Advertising Friends/relatives Reference Sales people

%

%


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2. Are you aware of all the latest models in the HERO motors?

a. Yes b. No

TABLE 4.2: Analysis the awareness of all the latest models in the HERO motors.


respondents

of dealer 1

% No of

respondents

of dealer2

% Grand total

1 Yes 28 56 20 40 48

2 No 22 44 30 60 52

TOTAL 50 50 100


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Interpretation:

From the above table it is observed that

52% of the respondents didnt aware of all the latest models in the Hero motors. 48% of the respondents aware of all the latest models in the Hero motors.

Graph 4.2: Analysis the awareness of all the latest models in the HERO motors.

COMMENT:

In comparing two dealers it is clear that most of the respondents aware at all the

latest models in hero Motors at shareholders Hero, Kothirampur.

0

10

20

30

40

50

60

70

1 2

YesNo


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3. Which model you have purchased. ?

a. CBZ extreme. b. Splendor+ c. CD deluxe.

d. Passion+ e. Impulse. f. Passion Pro

Table-4.3: Analysis of model purchased in Hero motors.

S. no Options No. ofrespondents

of dealer 1

% No ofrespondents of

dealer2

% Grand total

1 CBZ 16 32 8 16 24

2 SPLENDOR

+

14 28 21 42 35

3 CD DELUX 02 4 03 6 5

4 PASSION+ 08 16 8 16 16

5 IMPLUSE 02 4 1 2 3

6 PASSIONPRO 08 16 9 18 17

TOTAL 50 50 100

Interpretation:

35% of respondents purchased CD Deluxe, 24% of the respondents have purchased the CBZ extreme model. 17% of the respondents purchased 16% respondents purchased passion+ 3% of the respondents purchased the Impulse bike and remaining


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Graph 4.3: Analysis of model purchased in Hero motors.

COMMENT:

In comparing two dealers its clear that maximum percentage of Splendor+ bikes

are sold at Venkatwshwara Hero Motors.

0

5

10

15

20

25

30

35

40

45

%

%


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4. What factor made you to purchase HERO motors?

a. Advertisement b. Feature c. Affordable Price

TABLE-4.4: Analysis of factors made you to purchase HERO motors.


respondents

of dealer 1

% No of

respondents of

dealer2

% Grand total

1 Advertising 07 14 02 4 09

2 Feature 40 80 45 90 85

3 Affordable

price

03 6 03 6 06

Total 50 50 100


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Interpretation:

In among 100 respondents

85% of the respondents purchase the Hero motors by features. 9% of the respondents made to purchase Hero motors by advertisement 6% of the respondents made to purchased the Hero motors by affordable price.

Graph 4.4: Analysis of factors made you to purchase HERO motors.

COMMENT:

By the above analysis it is clear that features are made them to purchase Hero

Motors at Venkateshwara. Hero.

0

10

20

30

40

50

60

70

80

90

100

Advertising Feature Affordable price

%

%


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5. How is the price of HERO motors compare with competitor?

a. Highly b. Affordable c . Low

Table-4.5: Analysis of the price of HERO motors compare with competitor.


respondents

of dealer 1

% No of

respondents of

dealer2

% Grand total

1 Highly 04 08 4 08 08

2 Affordably 46 92 46 92 92

3 Low 0 04 0 04

Total 50 50 100

Interpretation:

In among 100 respondents

92% of the respondents says that the price of Hero Motors are affordable comparewith competitors.

8% of the respondents says that the price of Hero Motors compare with competitorin High.


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Graph 4.5: Analysis of the price of HERO motors compare with competitor.

COMMENT:

In comparing two dealers it is clear that the price is affordable at the two dealers

compare with competitors.

0

10

20

30

40

50

60

70

80

90

100

1 2 3 4

Options

%

%


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6. Compare to other brand motors (automobiles), HERO motors are?

a. Good b. Better

c. Average d. Not good

Table-4.6: Analysis of Hero motors compare to others.

S.

no

Options No. of

respondents of

dealer 1

% No of respondents

of dealer2

% Grand total

1 Good 22 44 29 58 51

2 Better 25 50 19 38 44

3 Average 03 06 02 04 05

4 Not good 0 00 00 00 0

Total 50 50 100

Interpretation: In among 100 respondents

51% of the respondents the Hero motors rare good compare with other brandmotors.

44% of the respondents said that Hero motors are better compare to other brandmotors.

05% of the respondents said that Hero motors are average compare to other Brandmotors.


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Graph 4.6: Analysis of Hero motors compare to others.

COMMENT: Respondents of two organization the stated Hero Motor are good compare

with others.

0

10

20

30

40

50

60

70

Good Better Average Not good

%

%


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7. Is the information provided by dealer, according to your expectation?

a. Yes b. No

Table-4.7: Analysis of provided the information by the dealer according to customer

expectation.

Interpreta

tion

In

among 100 respondents

61% of the respondents says that the Information provided by the dealer accordingto them expectations

39% of the respondents says that the Information is not provided by the dealeraccording to them expectation.


respondents of

dealer 1

% No of respondents

of dealer2

% Grand

total

1 Yes 29 58 32 64 61

2 No 21 42 18 36 39

Total 50 50 100


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Graph 4.7: Analysis of provided the information by the dealer according to

customer expectation

COMMENT: By the analysis its clear that Venkateshwara hero providing Information to

customers according to customer expects.

0

10

20

30

40

50

60

70

% %

Yes

No


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8. Did they provide you all the information about the HERO motors?

a. Yes b. No

Table-4.8: Analysis of providing the information about the HERO motors.


respondents of

dealer 1

% No of respondents

of dealer2

% Grand

total

1 Yes 45 90 49 98 94

2 No 05 10 01 02 06

Total 50 50 100

Interpretation:

94% respondents said that they provide them all the Information about the HeroMotors.

6% respondents said that they are not provide any Information about the Heromotors.


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Graph 4.8: Analysis of providing the information about the HERO motors.

COMMENT: Respondents of two dealership organizations have stated that they are given

complete Information about Hero motors

0

10

20

30

40

50

60

70

% %

1 Yes

2 No


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9. Have you taken appointment for service of your vehicle?

a. Yes b. No c. Not aware

Table4.9: Analysis of taking the appointment for service of customer vehicle.

S. no Options

No. of respondentsof dealer 1

% No of respondentsof dealer2

% Grandtotal

1 Yes 11 22 24 48 35

2 No 28 56 26 52 54

3 Not

aware

11 22 0 0 11

Total 50 50 100

Inference:

54% respondents have not taken appointment for service of their vehicle. 35% respondents have been appointment for service of their vehicle. 11% of the respondents have not aware to take any appointment for service their

vehicle.


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Graph 4.9: Analysis of taking the appointment for service of customer vehicle.

COMMENT: By the above analysts its clear that Venkateshwara hero as providing phone

call services for taking appointments for servicing.

0

10

20

30

40

50

60

Yes No Not aware

%

%


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10. What is the level of satisfaction with prior intimation about periodical services?

a. Good b. Average

c. Satisfactory d. Need Improvement

Table-4.10: To analyses the level of satisfaction with prior intimation about periodical

services

Infere

nce:

In

amon

g 100

respon

dents

say

about

the

level

of satisfaction with prior Information about periodical service is

31% of respondents said that good. 31% of respondents said that satisfied. 25% of respondents said that good. 13% of respondents said that average.


respondents of

dealer 1

% No of

respondents of

dealer2

% Grand

total

1 Good 11 22 20 40 31

2 Average 07 14 06 12 13

3 Satisfaction 11 22 20 40 31

4 Needimprovement

21 42 04 08 25

Total 50 50 100


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Graph 4.10: To analyses the level of satisfaction with prior intimation about

periodical services.

COMMENTS: By the above table analysis it is evident that Venkateshwara Organization

is providing a better prior information about periodical services.

0

5

10

15

20

25

30

35

40

45

Good Average Satisfaction Need

improvement

%

%


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11. Are they provide customer lounge at service center?

a. Yes b. No

Table-4.11: Analyses the providing customer lounge at service center.


respondents of

dealer 1

% No of respondents

of dealer2

% Grand

total

1 Yes 50 100 50 100 100

2 No 00 00 00 00 00

Total 50 50 100

Inference In among 100 respondents,

All the 100 respondents are says that the dealer provide the customer lounge atservice centre.

Graph 4.11: Analyses the providing customer lounge at service center.

0

20

40

60

80

100

120

% %

Yes

No


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If yes what is the level of satisfaction?

a .Good b. Very good c. Excellent d. Dissatisfaction

(i) To Analyze level of satisfaction with customer lounge at HERO

motors.


respondents of

dealer 1

% No of

respondents of

dealer2

% Grand total

1 Good 39 78 32 64 71

2 Very good 07 14 13 26 20

3 Excellent 02 04 05 10 07

4 dissatisfaction 02 04 0 0 02

Total 50 50 100

Inference:

71% said that good 20% said that Very Good 7% said that excellent 2% respondents said that Dissatisfaction


63/92

Graph 4.11: To Analyze level of satisfaction with customer lounge at HERO

motors.

0

10

20

30

40

50

60

70

80

90

Good Very good Excellent dissatisfaction

%

%


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12. Have you satisfied with HERO servicing?

a. High satisfied b. Satisfied c. Dissatisfied d. Highly dissatisfied.

Table-4.12: Analyze the satisfaction with HERO servicing.

S. no Options No. ofrespondents of

dealer 1

% No ofrespondents of

dealer2

% Grand total

1 High satisfied 05 10 03 06 08

2 Satisfied 43 86 43 86 86

3 Dissatisfied 02 04 04 08 06

4 Highly dissatisfied 0 0 0 0 0

Total 50 50 100

Inference:

86% of the respondents are satisfied with Hero servicing 8% of the respondents are highly satisfied with Hero servicing 6% of the respondents are dissatisfied with Hero Servicing.


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Graph 4.12: Analyze the satisfaction with HERO servicing.

0

10

20

30

40

50

60

70

80

90

100

High satisfied Satisfied Dissatisfied Highlydissatisfied

%

%


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13. What is the level of satisfaction with HERO service?

a. Good b. Very good

c. Excellent d. Dissatisfaction

Table-4.13: Analysis the level of satisfaction with HERO service.


respondents

of dealer 1

% No of

respondents

of dealer2

% Grand total

1 Good 35 70 36 72 71

2 Very good 11 22 11 22 22

3 Excellent 03 06 03 06 06


Total 50 50 100

Inference:

71% of the respondents have good satisfaction with Hero services. 22% of the respondents have very good satisfaction with Hero Service 6% of the respondents have excellent satisfaction with Hero services. 1% of the respondents have dissatisfied with Hero services.


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Graph 4.13: Analysis the level of satisfaction with HERO service.

0

10

20

30

40

50

60

70

80


%

%


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14. What is the level of satisfaction with dealership services?



Table-4.14: Analysis the level of satisfaction with dealership services.


respondents of

dealer 1

% No of

respondents

of dealer2

% Grand

total

1 Good 37 74 32 44 69

2 Very good 13 26 17 34 30

3 Excellent 00 00 00 00 00


Total 50 50 100

Inference:

69% of the respondents have good satisfaction with dealership services 30% of the respondents have very good satisfaction with dealership services. 15 of the respondents have dissatisfaction with dealership services.


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Graph 4.14: Analysis the level of satisfaction with dealership services.

COMMENT: By the Analysis it is clear that most of the Venkateshwara Hero customers

said that they are giving better service.

0

10

20

30

40

50

60

70

80


%

%


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15. Do you feel any discomfort (dissonance) after purchasing of HERO

Two wheeler at these show room?

a. Yes b. No

If yes which factor affected you?

a. Mileage b. Performance c. Stylish

d. If any other, Specify

Table-4.15: Analysis of discomfortness.

Inference:

93% of the respondents feels that there is no discomfort after purchasing Hero twowheeler.

7% of the respondents feels discomfort about purchasing the Hero two wheelers.


respondents of

dealer 1

% No of respondents

of dealer2

% Grand

total

1 Yes 03 03 04 08 07

2 No 47 94 46 92 93

Total 50 50 100


71/92

Graph 4.15: Analysis of discomfortness.

0

10

20

30

40

50

60

70

80

90

100

% %

Yes

No


72/92

16. Have you ever availed services at any services center?

a. Yes b. No c. If Yes why

Table-4.16: Analysis of availed services at any services center.

Inference:

95% of the respondents are not avail.

5% of the respondents are availed services at service center.Graph 4.16: Analysis of availed services at any services center.

0

20

40

60

80

100

120

Yes No

%

%


respondents of

dealer 1

% No of

respondents of

dealer2

% Grand total

1 Yes 03 06 02 04 05

2 No 47 94 48 96 95

Total 50 50 100


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17. Have you ever tried to promote HERO to your friends/relatives?

a. Yes b. No

Table-4.17: Analysis of respondent ever tried to promote HERO To their

friend/relatives.


respondents of

dealer 1

% No of

respondents of

dealer2

% Grand

total

1 Yes 45 90 48 96 93

2 No 05 10 02 04 07

Total 50 100 50 100

Inference:

93% of the respondents are tried to promote Hero to his friends / relatives.

7% of the respondents are not tried to promote Hero to his friends / relatives.Graph 4.17: Analysis of respondent ever tried to promote HERO To their

friend/relatives.

0

20

40

60

80

100

120

% %

Yes

No


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18. Do you feel any discomfort about spare parts?

a. Yes b. No

Table-4.18: Analysis of respondent feeling about of spare parts.

Inference:

55\% of the respondents feels Discomfort about spare parts. 45% of the respondents are not feels to discomfort about of spare parts.


respondents

of dealer 1

% No of

respondents

of dealer2

% Grand

total

1 Yes 10 20 45 90 55

2 No 40 80 05 10 45

Total 50 50 100


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Graph 4.18: Analysis of respondent feeling about of spare parts

COMMENTS: By the analysis its clear that some of the respondents are discomfort about

spare parts at the Bharadwaj Hero.

0

10

20

30

40

50

60

70

80

90

100

% %

Yes

No


76/92

19. How much time they have taken to respond your problem?

a. 10-15 min. b. 15-30 min. c. 30-45 min. d. 45-1 hr.

Table-4.19: Analysis of time taken to the respondent problem.


of dealer 1

% No ofrespondents

of dealer2

% Grand

total

1 10-15min 25 50 22 44 47

2 15-30min 18 36 27 54 45

3 30-45min 05 10 00 00 05

4 45-1hr 02 04 01 02 03

Total 50 50 100

Inference:

47% of the respondents said 10-15 mins is the time taken have taken to respond hisproblem.

45% of the respondents said can take 15-30 mins time to respond his problem 5% of the respondents can take 30-45 mins time to respond their problem. 3% of the respondents can take 45-1 hour time to respond their problem.


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Graph 4.19: Analysis of time taken to the respondent problem.

0

10

20

30

40

50

60

10-15min 15-30min 30-45min 45-1hr

%

%


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20. Are they practicing on time delivery services?

a. Yes b. No

Table-4.20: Analysis of practicing the delivery on time.


of dealer 1

% No ofrespondents

of dealer2

% Grandtotal

1 Yes 47 94 48 96 95

2 No 03 06 02 04 05

Total 50 50 100

Inference:

95% of the respondents said that they are practicing on time delivery. 5% of the respondents said that they are not practicing on time delivery.

Graph 4.20: Analysis of practicing the delivery on time.

0

20

40

60

80

100

120

% %

Yes

No


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21. Fill the following

a. Post Purchase Relationship Is

( ) Good ( ) Better ( ) Best ( ) Poor

Table21(i) Analysis of post purchasing relationship.

Inference

: In

among

100

respondents

87% of respondents said that post purchase relationship is good.

11% of the respondents said that post purchase relationship is better. 2% of the respondents said that post purchase relationship is best.


respondents

of

dealer 1

% No of

respondents of

dealer2

% Grand total

1 Good 45 90 42 54 87

2 Better 05 10 06 12 11

3 Best 0 0 02 04 02

4 Poor 0 0 0 0 0

Total 50 50 100


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Graph 4.21 (i) : Analysis of post purchasing relationship.

0

10

20

30

40

50

60

70

80

90

100

Good Better Best Poor

%

%


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b. Benefit For Referencing To Others


Table21(ii): Analysis of benefits to other.

Inference: In among 100,

74% of the respondents said that there is benefit for referencing to others is good. 15% of the respondents said that there is better to benefits for referencing others. 7% of respondents is said that benefits for respondents to the others are poor. 4% of respondents is said that benefits for referencing to others are best.


respondents

of dealer 1

% No of

respondents

of dealer2

% Grand

total

1 Good 39 78 35 70 74

2 Better 09 18 06 12 15

3 Best 00 00 04 08 04

4 Poor 02 04 05 10 07

Total 50 50 100


82/92

Graph 4.21 (ii): Analysis of benefits to other.

c. Employees Performance


Table21(iii): Analysis of employee performance.


respondents

of dealer 1

% No of

respondents

of dealer2

% Grand total

1 Good 42 84 41 82 83

2 Better 08 16 07 14 15

3 Best 00 00 02 04 02

4 Poor 00 00 00 00 00

Total 50 50 100

0

10

20

30

40

50

60

70

80

90


%

%


83/92

Inference:

83% of the respondents said that employee performance is good. 15 % of the respondents said that employee performance is better. 2% of respondents said that employee performance is best.

Graph 4.21 (iii): Analysis of employee performance.

0

10

20

30

40

50

60

70

80

90


%

%


84/92


85/92

Graph 4.21 (iv): Analysis of communication between customer & dealer.

0

10

20

30

40

50

60

70

80

90


%

%


86/92

FINDINGS

In comparing two dealers it is clear that maximum percentage of Splendor+ bikesare sold at Venkateshwara Hero Motors.

The study revealed that respondents of two dealership organizations have stated thatthey are given complete information about Hero motors.

The above analysis cleared that Venkateshwara Hero is providing phone callservices for taking appointments for servicing.

It is evident that Venkateshwara motor is providing a better prior Information aboutperiodical service.

The above research stated that most of the Venkateshwara Hero customers said thatthey are giving better service.

It is evident that Venkateshwara organization have problem with lack of spareparts, hence, most respondents felt discomfort.

It is evident that most of the respondents said the information provided byVenkateshwara Hero according to customer expectation.

The above research stated that most of the Bharadwaj Hero customers said that thesatisfaction level about the customer lounge is good.

The study revealed that respondents of Venkateshwara hero dealership services aresatisfied.

The above study revealed that respondent of two dealership organizations havestated that they didnt discomfort after purchasing at these show room.


87/92

SUGGESTIONS

It is stated that comparing two dealers, maximum percentage splendor+ bikes aresold at Venkateshwara Hero motors. So Bharadwaj Hero motors need to improve

the sales person promotional activities. Then only increase the sales of bikes.

In compared to two dealers Venkatweshwara Hero giving best services rather thanBharadwaj Hero, so that it is suggested that Bharadwaj Hero motors need to

improve their services to customers from that Bharadwaj Dealer will get more

customers.

Above study cleared that Venkateshwara having lack of spare parts compared toBharadwaj Hero. It is suggested that they need to Improve the availability of spare

parts to their customers.

It is stated that Venkateshwara Hero giving information according to customerexpectation. It is suggested that the Bharadwaj Hero need to improve at giving

information.

In comparing two dealer Venkateshwara Hero services are satisfied so BharadwajHero need to giving better services to satisfied.


88/92

CONCLUSION

It is concluded that many of the respondents are made aware of Hero motors

through advertisement. Here most of Hero customers are purchased the bile at Bharadwaj

Hero motors only. Respondents preferring opinion of existing Hero customers. Hero

motors advertisement almost equally effective with other advertisement.

Here Bharadwaj organization maintaining the availability of spare parts to that

customer.

Respondents comfort after purchasing the bike here, both dealers employee

performance is good and also communication between customers and dealers is good.


89/92

BIBLIOGRAPHY

Books

1) Dr. N. G. Nair & Latha Nair, Sales and Distribution Management, Himalaya

Publishing House(2003).

2). Philip kotler, Kevin lane Keller, marketing management, 13th edition, published by

Pearson education.

3). Arun Kumar and N. Meenakshi Marketing Management, first Edition Vikas

Publications, 2006.

.

Websites:

http://www.google.com

http://www.heromotocorps.com
http://jws.himpub.com/himalaya/jsp/bookDetail.jsp?bookID=2297http://jws.himpub.com/himalaya/jsp/bookDetail.jsp?bookID=2297http://jws.himpub.com/himalaya/jsp/bookDetail.jsp?bookID=2297http://jws.himpub.com/himalaya/jsp/bookDetail.jsp?bookID=2297http://jws.himpub.com/himalaya/jsp/bookDetail.jsp?bookID=2297http://jws.himpub.com/himalaya/jsp/bookDetail.jsp?bookID=2297


90/92

QUESTIONNAIRE

Dear respondent,

I Saichand Boorgupelli, pursuing MBA(marketing) in Sree Chaithanya Institute of

Technological Sciences. Doing project work on A STUDY ON MEASURING THEMARKETING PERFORMANCE OF SELECT AUTOMOBILE DEALER WITH

REFERANCE TO HERO MOTOR at HERO MOTORS KARIMNAGAR in partial

fulfillment of requirement for award of the degree of MBA.

Please fill the following questions.

Name: _______________ Address: ______ ______

Occupation: ______ ______ ______ ____

Mobile no:_________________ ________

1. How do you come to know about HERO motors?

a. Advertising b. Friends/relatives

c. References d. Sales People

2. Are you aware of all the latest models in the HERO motors?

a. Yes b. No

3. Which model you have purchased. ?

a. CBZ extreme. b. Splendor+ c. CD deluxe.

d. Passion+ e. Impulse. f. Passion Pro

4. What factor made you to purchase HERO motors?

a. Advertisement b. Feature c. Affordable Price

5. How is the price of HERO motors compare with competitor?

a. Highly b. Affordable c . Low

6. Compare to other brand motors (automobiles), HERO motors are?a. Good b. Better

c. Average d. Not good

7. Is the information provided by dealer, according to your expectation?

a. Yes b. No

8. Did they provide you all the information about the HERO motors?

a. Yes b. No

9. Have you taken appointment for service of your vehicle?

a. Yes b. No c. Not aware


91/92

10. What is the level of satisfaction with prior intimation about periodical services?

a. Good b. Average

c. Satisfactory d. Need Improvement

11. Are they provide customer lounge at service center?

a. Yes b. No

If yes what is the level of satisfaction?

a .Good b. Very good


12. Have you satisfied with HERO servicing?

a. High satisfied b. Satisfied

c. Dissatisfied d. Highly dissatisfied.

13. What is the level of satisfaction with HERO service?



14. What is the level of satisfaction with dealership services?



15. Do you feel any discomfort (dissonance) after purchasing of HERO

Two wheeler at this show room?

a. Yes b. No

If yes which factor affected you?

a. Mileage b. Performance c. Stylish

If any other, Specify

16. Have you ever availed services at any services center?

a. Yes b. No

If Yes why

17. Have you ever tried to promote HERO to your friends/relatives?

a. Yes b. No

18. Do you feel any discomfort about of spare parts?

a. Yes b. No

19. How much time they have taken to respond your problem?

a. 10-15 min. b. 15-30 min. c. 30-45 min. d. 45-1 hr.

20. Are they practicing on time delivery services?a. Yes b. No


92/92

21. Fill the following

a. Post Purchase Relationship Is


b. Benefit For Referencing To Others


c. Employees Performance


d. Communication between you & your dealer


22. Do you suggest your opinion towards HERO automobiles?

_________________________________________________________

_________________________________________________________

THANK YOU

Documents

Consumer Awareness & Selection of Automobiles