Presentation on customer satisfaction of

Hero Honda Service

Definition of customer satisfaction:

“The extent to which a customer’s expectations of product quality, service quality, and price are met”.

Industry Profile:

India has the largest number of two wheeler in the world with 41.6 million vehicles. India has a mix of 30 percent automobile and 70 % two wheeler in the country.

India was the second largest two wheeler manufacture in the world starring in 1950’s with the British automobiles product of India (API) that manufactured the scooter.

The Indian two-wheeler industry is dominated by three players, Bajaj, Hero Honda and TVS Suzuki, who account for 80 percent of the total two-wheeler market.

Hero Honda is the market leader in the motorcycles segment and in the segment of mopeds.

Market Share of Two-Wheelers in India:

Hero Honda

Bajaj

TVS

Yamaha

LML

Kinetic

Royal Enfield

Majetic

Company Profile:

“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.

25-years old joint venture with Japan’s Honda Motor, deadline in 2014.

A popular advertising campaign based on the slogan 'Fill it - Shut it - Forget it' that emphasized the motorcycle's 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 Honda's has a large sales and service network with over 3,000 dealerships and service points across India.

Product Profile: Achiever Ambition 133, Ambition 135 CBZ, CBZ Star, CBZ Xtreme CD 100, CD 100 SS, CD Dawn, CD Deluxe, CD Deluxe (Self

Start) Glamour, Glamour F.I Hunk Joy Karizma, Karizma R, Karizma ZMR FI Passion, Passion+, Passion Pro Pleasure Street Splendor, Splendor+, Splendor+ (Limited Edition), Super

Splendor, Splendor NXG

CUSTOMER SERVICE:

Hero Honda keeps on taking always-new initiatives to maintain its leadership on service as well as enhance customer satisfaction level on an ongoing basis. Some of the new initiatives related to customer service are as follows: -

· Service Advisors at Dealerships· Service Plus Scheme for customers· Automated Mobile Service Workshops· Mega Millennium Camps· On the Job Training Programmes

Need for study:

To know the service efficiency of the Hero Honda company.

To know the customer satisfaction regarding the service provided by the Hero Honda Service Centre.

Scope of the Study:

The main scope of the study is limited to Nellore city.

It also analysis the benefits accruing to the company as a result of those service.

This study has been made to find the level of satisfaction of Customer regarding the service provided by the Hero Honda Company.

Objectives of Customer Satisfaction:

To determine the factors influencing customers satisfaction regarding service.

To know the expectations and requirements of all customers regarding service.

Determining how well the company is satisfying these expectations and requirements.

To find the service standards of the company. To give the appropriate suggestion to the

company regarding their performances.

RESEARCH METHODOLOGY:

DATA COLLECTION METHODSDATA COLLECTION METHODS

• Primary Data• Secondary Data

STATISTICAL TOOLSTATISTICAL TOOL::

• Percentage Method

LMITATIONS OF STUDY:

When the Customers are busy we can’t get accurate data from them.

According to the time limit of my project I covered only some areas in Nellore city.

During survey some respondents may not give answer in proper manner.

DATA ANALYSISDATA ANALYSIS

1.How the customers are rating the technology used in the service centre?

TECHNOLOGY USED IN SERVICE CENTRE

0

20

40

60

80

100

120

excellent verygood good fair poor

no of respondents % of respondents

2.How the customers are rating the quality of services provided by the service centre?

QUALITY OF SERVICES PROVIDED

0

20

40

60

80

100

120

excellent verygood good fair poor

no of respondents % of respondents

Findings:

Findings: Mostly people between 21-30 yrs(36.7%) are using

two-wheelers. 52.5% of people are visiting service centre whenever

needed. 48.3% of customers felt that man power quality of

service centre is good. 57.5% of customers felt that technology used in the

service centre is good. 60% of customers are satisfied with the work done on

their vehicles. 38.3% of customers felt that quality of service

provided by the service centre is good. 46.7% of customers are satisfied with the overall

service experience at the service centre.

Suggestions: Service centre has to recruit skilled man

power for service. More service centers should be opened. Company has to open service centers in

rural areas also. Service centre should deliver the vehicle in

promised time. The price charging for service should be

economic. Service centre has to introduce new

schemes for old bikes too.

Conclusion

Thank Thank you!you!