customer satisfaction of hero honda

8/13/2019 customer satisfaction of hero honda

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SATISFACTION TOWARDS HERO

HONDA AT A.M.REDDY AUTO

AGENCIES, NELLORE

Under the esteemed guidance of submitted by

Prof.M.SRINIVASA REDDY D.MAHESH

(Reg.no.1981163065 )


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Introduction

Satisfaction is a persons feelings of

pleasure or disappointment resulting from

comparing a products perceived performance in

relation to his or her expectation.If the performance falls short of expectation

the customers dissatisfied. If the performance

matches the expectations, the customer is satisfied. If

the performance exceeds the expectations thecustomer is delighted.


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Industry profile

The Indian automobile industry consists offive segments: commercial vehicles, multi-utility vehicles

& passenger cars; two-wheelers; three-wheelers andtractors. The industry (excluding tractors) marked agrowth of19% over the corresponding pervious. The two-wheeler sales have witnessed a spectacular growth trendsince the mid nineties.

Competitors : The Indian two-wheeler industry is highlyconcentrated, with three players-Hero Honda Motors Ltd.,(HHML), Bajaj Auto Ltd., (Bajaj Auto) and TVS MotorCompany Ltd., (TVS).


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COMPANY PROFILE

What started out a Joint Venture betweenHero Group, the worlds largest bicycle manufacturers and the

Honda Motor Company of Japan, has today become the

Worlds single largest two wheeler Company. Coming into

existence on January 19, 1984, Hero Honda Motors Limitedgave India nothing less than a revolution on two-wheels, made

even more famous by the Fill it-Shut it-Forget it campaign.

Driven by the trust of over 5 million customers, the Hero Honda

product range today commands a market share of 48% making

it a veritable giant in the industry.


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NEED FOR THE STUDY

In order to sustain its position on the marketagainst the expected stuff competitors, the

company has to know its customer perception

and satisfaction levels. In order to take

appropriate action.

The study has put forward the consumers as well

as acceptability behaviour for the product.


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OBJECTIVES OF THE STUDY

To measure the customer satisfaction levels.

To study the factors influencing the purchase of

the Hero Honda.

To give appropriate suggestions.


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RESEARCH METHODOLOGY

Research design : Descriptive research

Research approach : Direct approach

Research instrument : Questionnaire

Sample size : 100

Sample technique : Convenience Sampling

Statistical tool : CHI-square test,Percentage analysis


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CONTD..

Sources of Data

Primary Data

The primary data is collected through questionnaires

from the customers.Secondary Data:

The secondary data is collected from the books,

journals and internet.


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Feature made you to buy Hero Honda

bike

MILEAGE48%

PRICE13%

BRAND NAME27%

STYLE12% 0%

FACTORS TO OPT IN THE VEHICLE

MILEAGE PRICE BRAND NAME STYLE

S.No Options No of Respondents Percentage

1 Mileage 48 48 %

2 Price 13 13%

3 Brand Name 27 27%

4 Style 12 12%

Total 100 100


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you have been using Hero Honda

bike

< 1year17%

1to 3 years52%

Above 3 years31%

Period of using bike

< 1year 1to 3 years Above 3 years

S.No Options Respondents Percentage

1 < 1 year 17 17%

2 1 to 3years 52 52%

3 Above 3 years 31 32%

Total 100 100


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Satisfied with the mileage and performance

of your bike

Completelysatisfied

69%

satisfied

29%

Not satisfied2%

Satisfaction of the attributes provided by Hero Honda

Completely satisfied satisfied Not satisfied

S.No Options Respondents Percentages

1 Completely satisfied 69 69%

2 Satisfied 29 29%

3 Not satisfied 2 2%

Total 100 100


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Are you Comfortable while driving Hero

Honda

Good95%

Average5%

Poor0%

comfortable experience driving Hero Honda

Good Average Poor

S.No Options Respondents percentages

1 Good 95 95%

2 Average 5 5%

3 Poor 0 0%

Total 100 100


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bike

Yes17%

No83%

Problems with Hero Honda

Yes No


1 Yes 17 17%

2 No 83 83%

Total 100 100


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why did you choose this specific

dealer

Convenientlocation

23%

Speedy service72%

Open onconvenient hours

5%

Choosing Dealer

Convenient location Speedy service Open on convenient hours


1 Convenient location 23 23%

2 Speedy service 72 72%

3 Open on convenient hours 5 5%

Total 100 100


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satisfied with the courtesy and friendliness

of service personal

Completelysatisfied

36%

Satisfied54%

Not satisfied10%

Courtesy and friendlyness of service personal

Completely satisfied Satisfied Not satisfied



2 Satisfied 54 54%


Total 100 100


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satisfied with infrastructure and customer

lounge facilities

Completelysatisfied44%

Satisfied54%

Not satisfied2%

Infrastructure and customer lounge




2 Satisfied 54 54%


Total 100 100

Get the information from service advisor


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Get the information from service advisoron the services to be performed

Completely37%

Adequately54%

Partially9%

Information from service appraisal

Completely Adequately Partially

S.No Options Respondents Percentage

1 Completely 37 37%

2 Adequately 54 54%

3 Partially 9 9%

Total 100 100

f d d h h i f


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performed and charges at the time of

delivery

Yes all the time

29%

MostlySometime

56%

Sometime15%

Explanation from the service person

Yes all the time Mostly Sometime

S.No Options Respondents percentages

1 Yes all the time 29 29%

2 Mostly 56 56%

3 Sometime 15 15%

Total 100 100


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Getting vehicle on promised delivery

date

Yes all the time26%

Mostly57%

Sometime17%

Vehicle delivery

Yes all the time Mostly Sometime


1 Yes all the time 26 26 %

2 Mostly 57 57%

3 Sometime 17 17%

Total 100 100


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Satisfied with the after sales services of

Hero Honda

Completelysatisfied

33%

Satisfied65%

Not satisfied2%

After sales service


S.No. Options Respondents Percentages


2 Satisfied 65 65%


Total 100 100

S ti fi d ith t


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Satisfied with spare parts

availability

Completelysatisfied

49%

Satisfied49%

Not satisfied

2%

Spare parts availability


S.No. Options Respondents Percentages


2 Satisfied 49 49%


Total 100 100


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overall service experience at the dealership

Completelysatisfied

27%

Satisfied63%

Not satisfied

10%

Overall service experience at the dealership




2 Satisfied 63 63%


Total 100 100


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suggest Hero Honda to others

Yes100%

No0%

Suggestion of Hero Honda to others

Yes No


1 Yes 100 100%

2 No 0 0%

Total 100 100


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CHI-SQUARE TEST:

Null Hypothesis(H0):

There is no significant

difference between expected customer

satisfaction and observed customersatisfaction .

Alternative hypothesis:

There is a Differencebetween expected customer satisfaction

and observed customer satisfaction .


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Factors O E (O-E)^2 (O-E)^2/E

Mileage and

performance 69 63.5 30.25 0.48

Service

appointment

System

73 63.5 90.25 1.42

Customer

Lounge Facility

54 63.5 90.25 1.42

Delivery Date 57 63.5 42.25 0.67

After sales

Service

65 63.5 1.50 0.25

Overall Service

Experience

63 63.5 0.25 0.00

Total 381 6.24


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Continued..

Degrees of Freedom=(6-1)=5 @ 5% level ofsignificance

The computed value of Chi-Square(6.24) is much

less than the table value(11.07)

So, the null hypothesis is accepted.

We conclude that the customersare satisfied with Hero HondaProducts.


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Findings: Maximum number of the respondents (65 percent) satisfied with

the services provided by Hero Honda.

95 percent of the customers are satisfied with the comfort of theBike.

69 percent of the customers are completely satisfied with themileage and performance of the bike.

The major problem is the customers are not getting the vehicle onthe promised delivery date.

The respondents are not well aware of the post purchase servicesprovided to them.

From CHI-Square Test I found that the customers are satisfiedwith the Hero Honda Products.


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SUGGESTIONS

The customers are not given clear

explanation about the services to be

provided by the dealers. They have to

educate the customers of the servicesprovided.

The customers are not getting the bike

on the promised delivery date socustomers are losing interest. So delay

deliveries should be reduced.


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Limitations:

The sample size of 100 customers is not

sufficient to interpret the entire customer

satisfaction.

The period of study i.e., two months isnot sufficient.

The sample size is located in a

comfortable geographic location (Plains)so, the performance differs from one

geographic location to another.


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Questionnaire:

1. Which 0f the following made you to buy Hero Honda bike?a) Mileage b) Price c) Brand Name d)Style

2)Since how long you have been using Hero Honda Bike?

a)


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Contd:

6)Would you like to change your Bike?a) Yes b) No

If yes reason

7)Is the Appointment system useful to you?

a) Completely Useful b) Useful c) Not Useful

8)why did you choose this specific dealer?

a) Convenient Location b)Speedy service c) Open on Convenient

Hours

9)Are you satisfied with the courtesy and friendliness of service personnel?

a) Completely Satisfied b) Satisfied c) Not satisfied

10)Are you satisfied with infrastructure and customer Lounge facilities?

a) Completely Satisfied b) Satisfied c) Not satisfied


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Contd:

11)Are you shuffled from one sales person to another at the time ofpurchase?

a) Yes b) No

12)Are all your requests listed and registered in the job card completely?

a)Completely b) Adequately c) Partially

13) Do you get the information from service advisor on the services to beperformed?

a) Completely b) Adequately c) Partially

14) Are you getting clear explanation of the service performed and chargesat the time of delivery?

a)Yes all the time b) Mostly c) some time

15) Are you getting vehicle on promised delivery date?

b)Yes all the time b) Mostly c) some time


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Contd:

16) Are you satisfied with the after sales services of Hero Honda?a) Completely Satisfied b) Satisfied c)Not satisfied

17) Are you satisfied with the spare parts availability?

a) Completely Satisfied b)Satisfied c)Not satisfied

18) What is your overall service experience at the dealership?

a)Completely Satisfied b) Satisfied c) Not satisfied19) Do you suggest Hero Honda Bikes to others?

a) Yes b) No

Any Valuable Suggestions:..


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Thanks

for

your attention

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customer satisfaction of hero honda