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“A STUDY ON PRODUCT CUSTOMER PRODUCT PREFERENCE TOWARDS HERO
HONDA BIKES PURCHASE IN ARVINTH AUTO AGENCY AT TUTICORIN”
BY
S.UMA
(Reg.No:95410631052)
Of
Dr. SIVANTHI ADITANAR COLLEGE OF ENGINEERING
(Affiliated to Anna University of Technology, Tirunelveli)
TIRUCHENDUR-628215
A
PROJECT REPORT
Submitted to the
DEPARTMENT OF MANAGEMENT STUDIES
In partial fulfillment of the requirements
For the award of the degree
Of
MASTER OF BUSINESS ADMINISTRATION
ANNA UNIVERSITY
Tirunelveli
September-2011
BONAFIDE CERTIFICATE
Certified that this project report titled “A STUDY ON CUSTOMER PRODUCT
PREFERENCE TOWARDS HERO HONDA BIKES PURCHASE IN ARVINTH AUTO
AGENCY AT TUTICORIN.” is the bonafide work of Miss.S.UMA (Registration Number:
95410631052) who carried out the research under my supervision. Certified further, that to the
best of my knowledge the work reported herein does not from part of any other project report or
dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or
any other candidate.
Supervisor Head of the Department
Submitted to the Project and Viva Examination held on …………………
Internal Examiner External Examiner
DECLARATION
I hereby declare that this project “A STUDY ON CUSTOMER PRODUCT
PREFERENCE TOWARDS HERO HONDA BIKES PURCHASE IN ARVINTH AUTO
AGENCY AT TUTICORIN.” submitted for the award of Degree of Master of Business
Administration in Anna University, Tirunelveli has been carried under the guidance of Mr.S. Siva
Subramanian M.B.A., M. Phil Lecturer, Department of Management Studies, Dr.Sivanthi
Aditanar College of Engineering, Tiruchendur. The entire research is my original work which does
not form part of the award of any other degree.
Place: Tiruchendur Signature of the student
Date : ( S.UMA)
(Reg.No:95410631052)
ACKNOWLEDGEMENT
I thank The Lord almighty for giving me the knowledge and strength in completing
this project. I would like to acknowledge my sincere thanks to our beloved Principal
Dr. J. MAGESHWARAN, M.E., Ph.D., FIE, MISTE for giving me an opportunity to do this
project.
I render my special thanks to Director Dr. P. NAGARAJAN B.G.L., M.L.S.,
M.Com. M.B.A., Ph.D., who gave me the opportunity to do this project.
I would like to thank Dr. P. AMIRTHA GOWRI, M.Com, M. Phil., Ph.D., Head of
the Department of Management Studies for her moral support during the project.
I am also grateful to Mr. S. SIVA SUBRAMANIAN M.B.A., M. Phil., Lecture in
Department of Management Studies for the support and valuable guidance to complete the project.
I express my grateful thanks to other faculties of department of management studies for
their help and assistance.
I express my thanks to my parents for their love and support and for being my source of
inspiration.
I thank all the people who have extended their support to make this project
successfully.
S.UMA
TABLE OF CONTENTS
CHAPTER
NO
TITLE PAGE NUMBER
1 1.1INTRODUCTION
1.2 STATEMENT OF THE PROBLEM
1.3 SCOPE OF THE STUDY
1.4 OBJECTIVES OF THE STUDY
1.5 LIMITATION OF THE STUDY
1.6 REVIEW OF LITERATURE:
1.7 RESEARCH METHODOLOGY
1.8CHAPETERISATION
2 2.1 HISTORY OF TWO WHEELER
2.2 INDUSTRAY PROFILE
2.3 COMPANY PROFILE
2.4 SWOT ANALYSIS HERO HONDA
3 3.1 DATA ANALYSIS AND
INTERPRETATION
4 4.1 FINDINGS
4.2 SUGGESTIONS
4.3 CONCLUSION
QUESTIONAIRE
BIBLIOGRAPHY
LIST OF TABLES
TABLE
NUMBER
TITLE
PAGE
NUMBER
3.1 Age wise classification
3.2 Educational wise classification
3.3 Occupation wise classification
3.4 Monthly income of the respondents
3.5 Price range afford by the respondents
3.6 Source of information about the company
3.7 Reasons for choosing the company
3.8 Reasons for choosing this brand
3.9 The offer mostly preferred for bike
3.10 Brand preferred by the respondents for the current purchase
3.11 Satisfaction with the present bike
3.12 Respondents opinion regarding price of bike
3.13 Usage of vehicle of the respondents
3.14 Maintenance procedure adopt in servicing vehicle
3.15 Satisfaction with the service of bike
3.16 Preference of the customer service enter
3.17 Respondents opinion regarding the service
3.18 Mileage promised by the dealer
3.19 Actual mileage of the vehicle
3.20 Usage of the vehicle
3.21 Satisfaction level towards mileage
3.22 Relationships between choosing the brand name and income.
3.23 Relationships between price range and the level of satisfaction.
3.24 WEIGHTED AVERAGE METHOD
LIST OF CHARTS
CHART
NUMBER
TITLE PAGE
NUMBER
3.1 Age wise classification
3.2 Educational wise classification
3.3 Occupation wise classification
3.4 Monthly income of the respondents
3.5 Price range afford by the respondents
3.6 Source of information about the company
3.7 Reasons for choosing the company
3.8 Reasons for choosing this brand
3.9 The offer mostly preferred for bike
3.10 Brand preferred by the respondents for the current purchase
3.11 Satisfaction with the present bike
3.12 Respondents opinion regarding price of bike
3.13 Usage of vehicle of the respondents
3.14 Maintenance procedure adopt in servicing vehicle
3.15 Satisfaction with the service of bike
3.16 Preference of the customer service enter
3.17 Respondents opinion regarding the service
3.18 Mileage promised by the dealer
3.19 Actual mileage of the vehicle
3.20 Usage of the vehicle
3.21 Satisfaction level towards mileage
CHAPTER 1
INTRODUCTION AND DESIGN OF THE STUDY
1.1INTRODUCTION
India is a vast country with a burgeoning population that is more than 1 billion and
is next only to china. Though the lifestyles of the rural masses have undergone a sea change with
the increased infrastructural facilities, application of modern techniques in cultivation, and better
access to urban areas, the situation in India is still not rosy. However, of late, the situation has
changed drastically with even Multi National Companies (MNCs) competing keenly for a share in
the rural markets.
This is welcome news for the rural consumers who have been ignored by the corporate
world from time immemorial. Rural Marketing can be defined as the activities taking place in rural
markets to influence the rural consumers to buy specific products or services for satisfying their
needs and wants by conveying through print, electronic and mass media. There are several peculiar
characteristics that can be observed in the rural markets and in rural consumers, With the advent of
modern sophisticated technology, media coverage has been far and wide. Due to increased audio
and visual media coverage, sending message to the masses in a set of capsules, each depicting a
particular factor, a product or services has been possible.
The surface transport is one area where vast improvements can be noticed with improved
roads, transportation and other means. Small and big means of transport have allowed the rural
consumer to shop for his goods and services beyond his village boundaries. An important aspect of
this development is that the consumer is slowly realizing the number of products, brands and
services available in the market, a scope which was unnoticed earlier. The two-wheeler market in
India is the biggest contributor to the automobile industry with a size of Rs.100,000 million.
The two-wheeler market India comprises of 3types of vehicles- namely motorcycles, scooters, and
mopeds. Foreign collaborations have been playing a major role in the growth of the Indian two-
wheeler market, and most of them are Japanese firms. The modern two- wheeler firms in India have
been manufacturing new categories of two-wheeler such as step- thrus and scooterettes. These have
been produced by combining two or more two –wheeler segments. Foreign firms have already taken
initiatives to own their two- wheeler subsidiaries in India.
Among the 3 segments of the Indian two wheeler market, major growth trends have been
seen in the motorcycle segment over the last four to five years. One good reason for such increase in
the demand for motorcycles is due to its resistance and balance even on bad roads. Most of the rural
areas in India do not have decent roads and hence the need for good, shock-resistant, and steady
two-wheelers such as motorcycles has been felt. Some of the major players in the Indian
motorcycles market are Hero Honda CBZ, Bajaj Pulsar, TVS and Apache. Other brands include
Splendor, Passion, Fiero, Victor, Star City, Boxer, CD Dawn, Karizma, Caliber, etc. Having
classified the motorcycle brands into economy, executive, and premium segments, Bajaj stands as
the leader in the economy segment. Hero Honda leads in the executive segment, and there is a
competition in the premium segment between Hero Honda and Bajaj.
A key element in marketing strategy is brand name. It is extremely difficult to establish a
successful brand name, but once a brand name is established, it is an invaluable asset. Marketing
activities exert an enormous impact on individuals. Consumer behaviour is relevant to our
understanding of both public policy issues and the dynamics of popular culture. A sound
understanding of consumer behaviour is essential in the long run success of any marketing program.
Marketers try to satisfy consumer needs, but the reason why any product is purchased can vary
widely.
The identification of consumer needs and exceptions is an important step towards ensuring
that the appropriate needs will be met by a product. Consumers does not make decision in vacuum.
Their purchases are strongly influenced by cultural, social, personal and psychological factors. The
markets are customer-driven these days. To understand the customer is no easy job as his behaviour
is mostly unique and predictable. This has made the firms to step into the shoes of the consumer and
understand him from his point of view in selection and purchase of products and services.
Companies often introduce products with unique features to compete
with the dominant brands in the market. Customers are having a lot of offers
from differentiate companies which always shakes their loyalty. Customers give
their commitment to support two or three companies for the product.
1.2 STATEMENT OF THE PROBLEM
The product preference reveals that for the selection of durable products, especially
two wheelers, the customer has to spend much time to evaluate and choose desired one based on
their need and economic condition. The marketing strategies followed by the manufacturer and
marketer as well as pre-conceived idea of the buyer also play vital role in selection of a particular
product and get satisfied. So to analyze factors contributing product preferences of two wheeler.
1.3 SCOPE OF THE STUDY
The study focus on how and why the consumers make decisions to purchase Hero
Honda bike. To know the change in demand pattern of the customer. It would help us understanding
the changes in the requirements and preferences. Study of perception act as a ladder to develop new
product. This Report will be helpful for Retailer and Company so that they can understand the
consumer behaviour and can satisfy the consumer on better manner.
1.4 OBJECTIVES OF THE STUDY
The objectives of the study are as follows:
To study the product preference of two wheeler buyers in Arvinth auto agency at
Tuticorin.
To analyze the social factors which influence the purchasing decisions.
To study and evaluate customers perception and expectations in selection of a particular
brand.
To know about the service quality in Arvind Auto Agency at Tuticorin.
1.5 LIMITATION OF THE STUDY
The customers provided data from their memory. So the data furnished by the sample
customer may not be accurate.
The data are qualitative in nature which is collected from the customers. Hence it may not
be precise.
The study is restricted to Arvinth Auto Agency at Tuticorin. so the results cannot be
generalized.
The sample for the study was only120.So it could not reveal the entire customer opinion.
1.6 REVIEW OF LITERATURE
Raju et al., (1990); Parasuraman et al., (1996), quality of the product plays a major role in the consumers’ preference of the product, their satisfaction and repurchases intention.
Burger and Schott,(1972); Richardson et al.,(1996) a, b; Dick et al.,(1996)in their study
found that favourable attitude of consumers towards store brand initiates them buy regularly.
Day G.S.A had a put forth a “Two dimensional concept of brand Loyalty “He stated that
brand attributes as well as purchase are needed to measure brand loyalty. Statistical analysis of
purchases of convenience food brands shows that the true loyal buyers are very conscious of the
need of the economies when buying, confident of brand judgement and heavy use of the product.
The taste study revealed that consumers rate private lables higher than
manufacturer brands, Richardson,(1997).
Sarwade W.K in this research on “Emerging dimensions of buyer’s behaviour
in rural area” studied the marketing and consumer behaviour aspects such as place of buying,
frequency of purchase, brand decisions, buying motives, shopping behaviour and brand choice of
buyers with reference to selected products in rural area. The study revealed that, most of the rural
consumers are not aware of the product. The ‘corporate’ image is playing a very significant role in
popularizing the product in rural area.
Vikas Saraf, in his research on ‘Branding-Hub of the corporate wheel’ studied
the necessity of branding. The study reveals the changing basis for brand management and it also
revealed that, how to create brand image and brand loyalty. The author concludes that branding is
everything and Brands are not simply products or services. Brands are the sum totals of all the
images that people have in their heads about a particular company and a particular mark.
1.7 RESEARCH METHODOLOGY
Definition of Research
Research methodology is a way to systematically solve the research problem. The
following are the contents in this part.
(a) Research design
(b) Sources of data collection
(c) Sampling procedure
(d) Tools for analysis
RESEARCH DESIGN
The research design is purely the framework or plan for a study guides the
collection and analysis of data. It is a strategy specifying which approach will be used for gathering
and analyse the data.
The research design used here is Descriptive research. Descriptive
research includes survey and fact of different kinds. The major purpose of Descriptive research is
description of affairs as it exists at present.
SOURCES OF DATA
Primary data
The primary data were collected using questionnaire method.
Secondary data
The secondary data were collected from the books and websites.
SAMPLING PROCEDURE
Sampling size
Sample sizes of 120 respondents were chosen among customers in Arvinth auto agency
at Tuticorin.
Types of sampling
The type of sampling used in convenience sampling.
Statistical tool
The data collected was analysed with appropriate technique. The techniques used for
the analysis is:
Percentage Analysis
Chi-Square Test
Weighted Average Method
Percentage Analysis
The percentage analysis is used to calculate the present of the favourable
and unfavourable responses.
Percentage = (Number of Response/ Number of total Respondents)*100
Chi-Square Test
Chi- square (χ 2) =Σ (O-E) 2 / E
Where
O- Observed frequency
E- Expected frequency
An important characteristic of the chi-square is the de3grees of freedom. It is equal to the
product of number of rows less one and number of columns less one.
(i.e.) Degrees of freedom (n) = (R-1) (S-1)
R- Number of Rows.
S - Number of Column.
Weighted Average Method
XW = Σxw/ Σw
Where
XW - Represent the Weighted arithmetic mean
X - Represents the variable
W -Represents the Weighted attached to the variable X
1.8 CHAPETERISATION
The project title is “A STUDY ON CUSTOMER PRODUCT PREFERENCE TOWARDS
HERO HONDA BIKES PURCHASE IN ARVINTH AUTO AGENCY AT TUTICORIN.
Chapter 1
It consists of introduction, statement of the problem, Objective of the study, and Scope of the
study, Limitations of the study, Review of literature, and Research Methodology.
Chapter 2
It consists of industry Profile and Company Profile of the Organization.
Chapter 3
It represents the Data Analysis and Interpretation.
Chapter 4
It consists of findings, Suggestions, and Conclusion.
CHAPTER 2
2.1HISTORY OF TWO WHEELER
The motors on minibikes, scooters, and mopeds, or motorized
velocipedes, are usually air-cooled and range from 25 to 250 cubic cm (1.5 to 15 cubic inches) in
displacement; the multiple-cylinder motorcycles have displacements of more than 1,300 cubic cm.
The automobile was the reply to the 19th-century dream of self-propelling the horse-
drawn carriage. Similarly, the invention of the motorcycle created the self-propelled bicycle. The
first commercial design was a three-wheeler built by Edward Butler in Great Britain in 1884. This
employed a horizontal single-cylinder gasoline engine mounted between two steerable front wheels
and connected by a drive chain to the rear wheel.
The 1900s saw the conversion of many bicycles, or pedal cycles by adding small,
centrally mounted spark ignition engines. There was then felt the need for reliable constructions.
This led to road trial tests and competition between manufacturers. Tourist Trophy (TT) races were
held on the Isle of Man in 1907 as reliability or endurance races. Such were the proving ground for
many new ideas from early two-stroke-cycle designs to supercharged, multivalve engines mounted
on aerodynamic, carbon-fibre reinforced bodywork.
2.2 INDUSTRAY PROFILE
The Indian two wheeler market has a size of over Rs. 100,000 million The
Indian two wheeler segment contributes the largest volumes amongst all the segments in automobile
industry. Though the segment can be broadly categorized into 3 sub-segments viz; scooters,
motorcycles and mopeds; some categories introduced in the market are a combination of two or
more segments e.g. scooterettes and step throw’s.
The market primarily comprises five players in the two wheeler segment with most
of the companies having foreign collaborations with well-known Japanese firms earlier. But most of
the companies are now planning 100% subsidiaries in India. India is the second largest
manufacturer and producer of two-wheelers in the world. It stands next only to Japan and China in
terms of the number of two-wheelers produced and domestic sales respectively.
This distinction was achieved due to variety of reasons like restrictive
policy followed by the Government of India towards the passenger car industry, rising demand for
personal transport, inefficiency in the public transportation system etc. The Indian two-wheeler
industry has come long way since its humble beginning in 1948 when Bajaj Auto started importing
and selling Vespa Scooters in India.
Majority of India`s middle‐class population use motorcycles as a
means of private transport. Traditionally, while motorcycles accounted for a large chunk of two‐
wheelers demand in the rest of Asia, scooters dominated the Indian two‐wheelers market. The
Indian two-wheeler industry made a small beginning in the early 50s when Automobile Products of
India (API) started manufacturing scooters in the country. Until 1958, API and Enfield were the
sole producers. Demand for motorcycles picked up gradually from 1994‐95, following the
introduction of 100 cc motorcycles, which are not only highly fuel‐efficient, but also safer.
The share of motorcycles in the total two ‐wheelers market
zoomed from 26.0% in 1990‐91 to 80% in 2009‐10. The motorcycles segment grew by 25% in
2009‐10, with domestic sales rising by 26% and exports increasing at 14% in 2009‐10. Strong rural
demand and lower base of 2008‐09 were the major drivers for demand growth in 2009‐10. Like
many other nations India highly developed transportation system has played a very important role in
the development of the country economy over the past to this day. Empowered by its present
growth, today the automobile industry in the country can produce a diverse range of vehicles under
three broad categories namely cars, two-wheelers and heavy vehicles. One can say that the
automobile industry in the country has occupied a solid space in the platform of Indian economy.
Furthermore, with increasing women working population, changing social philosophy and broad-
mindedness, the penetration of two-wheelers that is currently at abysmally low level is expected to
increase significantly going forward.
2.3 COMPANY PROFILE
Hero Honda Motors Ltd. is the world's largest manufacturer of two – wheelers, based in
India.
The company is a joint venture between India's Hero Group and Honda Motor Company, Japan
that began in 1984. In 2001, the company achieved the coveted position of being the largest two-
wheeler manufacturing company in India and the ‘World No.1’ two-wheeler company in terms of
unit volume sales in a calendar year by a single company. Hero Honda has retained that coveted
position till date.
Today, every second motorcycle sold in the country is a Hero Honda bike. Every 30
seconds, someone in India buys Hero Honda's top-selling motorcycle – Splendor.
VISION
The Hero Honda story began with a simple vision – the vision of a mobile and an
empowered India, powered by Hero Honda. This vision was driven by Hero Honda’s commitment
to customer, quality and excellence, and while doing so, maintaining the highest standards of ethics
and societal responsibilities.
STRATEGY
Hero Honda’s key strategy has been driven by innovation in every sphere of activity
– building a robust product portfolio across categories, exploring new markets, aggressively
expanding the network and continuing to invest in brand building activities.
MANUFACTURING
Hero Honda bikes are manufactured across three globally benchmarked
manufacturing facilities. Two of these are based at Gurgaon and Dharuhera which are located in the
state of Haryana in northern India. The third and the latest manufacturing plant is based at
Haridwar, in the hill state of Uttrakhand.
TECHNOLOGY
In the 1980’s Hero Honda pioneered the introduction of fuel-efficient,
environment friendly four-stroke motorcycles in the country. Today, Hero Honda continues to be
technology pioneer. It became the first company to launch the Fuel Injection (FI) technology in
Indian motorcycles, with the launch of the Glamour FI in June 2006.
PRODUCTS
Hero Honda's product range includes variety of motorcycles that have set the industry standards
across all the market segments. The company also started manufacturing scooter in 2006. Hero
Honda offers large no. of products and caters to wide variety of requirements across all the
segments.
DISTRIBUTION
The Company’s growth in the two wheeler market in India is the result of an intrinsic
ability to increase reach in new geographies and growth markets. Hero Honda's extensive sales and
service network now spans close to 4500 customer touch points. These comprise a mix of
authorized dealerships, Service & Spare Parts outlets, and dealer-appointed outlets across the
country.
BRAND
The Company has been continuously investing in brand building utilizing not only the
new product launch and new campaign launch opportunities but also through innovative marketing
initiatives revolving around cricket, entertainment and ground- level activation.
Hero Honda has been actively promoting various sports such as hockey, cricket and golf.
Hero Honda was the title sponsor of the Hero Honda FIH Hockey World Cup that was played in
Delhi during Feb-March 2010. Hero Honda also partners the Commonwealth Games Delhi 2010.
QUALITY POLICY
Excellence in quality is the core value of Hero Honda's philosophy. We are committed at
all levels to achieve high quality in whatever we do, particularly in our products and services which
will meet and exceed customer’s growing aspirations through:
Innovation in products processes and services.
Continuous improvement in our total quality management systems.
Teamwork and responsibility.
RECENT PERFORMANCE OF TWO WHEELERS IN INDIA
Two-wheeler sales in the country have sky rocketed in the recent years and the annual sales
of motorcycles in India is expected to cross the 10 million mark by 2010.the low penetration of two-
wheelers in the country (31 two wheeler per 1000 citizens in 2005) leaves immense scope for the
growth of the market. Overall, the industry sales of two wheelers have grown by 15 % from 6.57
million in 2004/2005 to 7.57 million in 2006/2007.
The buoyant Indian Economy with a growth rate of around 8% per annum is further
expected to fuel the growth of two wheelers in the country. The share of motorcycle have increased
over the years ,while that of other two wheelers like geared scooterettes and mopeds have shown a
negative growth or remained stagnant. The two-wheelers have penetrated 7% of rural households
and 24% of urban markets, thus leaving an immense scope for the4 market to grow.
2010-11 Performance
Total unit sales of 54,02,444 two-wheelers, growth of 17.44 per cent total net
operating income of Rs. 19401.15 Crores, growth of 22.32 per cent Net profit after tax at Rs.
1927.90 Crores.
2.4 SWOT ANALYSIS HERO HONDA
STRENGTHS
Huge brand equity/reputation among customers
Models/products in almost every bike segment
Healthy growth in profits
Brilliant relations with customers and dealers
Strong Resale Value
International Technology with international collaboration
Quality product for each category
Dedicated Human Resource
Awareness in the people
Highly competitive features
WEAKNESS
Hero is very much dependent on Honda
Low cash reserves due to massive dividend payouts
Very difficult to cop up if contract discontinues
Imports >31% of its spare parts requirements
OPPORTUNITIES
Bikes Segment is still a fast growing sector
150cc segment
Exports market is yet to be properly exploited
Variants can be launched to increase the market share
Hero Honda is the most reliable bike manufacturer in India
Strong brand follower
THREATS
Executive segment
It will be a great threat for Hero is the collaboration breaks
All major bike makers in the world are lining up for India
future lies in the 150cc and 125cc markets
Low cash reserves
now dominated by Bajaj
Strong competition from Bajaj, Yamaha & TVS
CHAPTER III
DATA ANALYSIS AND INTERPRETATION
3.1 AGE WISE CLASSIFICATION OF THE RESPONDENTS
Table 3.1 shows age -wise classification of the respondents.
TABLE 3.1
AGE WISE CLASSIFICATION OF THE RESPONDENTS
SI.NO AGE NUMBER OF
RESPONDENTS
PERCENTAGE
1 20-30 45 38
2 30-40 40 33
3 40-50 26 22
4 Above 50 9 7
Total 120 100
Source: primary Data
INFERENCE
The above table 3.1 shows that 38% of the respondents are in the age group of 20-30 years,
33% of the respondents are in the age group 30-40 years, 22% of the respondents are in the age
group 40-50 years, and 7% of the respondents are in the age group above 50.
CHART 3.1
AGE WISE CLASSIFICATION OF THE RESPONDENTS
20-30 30-40 40-50 Above500
5
10
15
20
25
30
35
40 38
33
22
7
Age
perce
ntag
e
3.2 EDUCATIONAL WISE CLASSIFICATION OF THE RESPONDENTS
Table 3.2 shows educational -wise classification of the respondents.
TABLE 3.2
EDUCATIONAL WISE CLASSIFICATION OF THE RESPONDENTS
SI.NO EDUCATIONAL
QUALIFACTION
NUMBER OF
RESPONDENTS
PERCENTAGE
1 S.S.L.C 23 19
2 Under graduate 26 22
3 Post graduation 32 26
4 Others 39 33
Total 120 100
Source: primary Data
INFERENCE
The above table 3.2shows that 33% of the respondents are others categories of education, 26%
of the respondents are post graduation, 22% of the respondents are under graduate,19% of the
respondents are s.s.l.c
CHART3.2
EDUCATIONAL WISE CLASSIFICATION OF THE RESPONDENTS
3.3 OCCUAPTION WISE CLASSIFICATION OF THE RESPONDENTS
20-30 30-40 40-50 Above500
5
10
15
20
25
30
35
4038
33
22
7
Educational qualifaction
per
cent
age
Table 3.3 shows occupation -wise classification of the respondents.
TABLE 3.3
OCCUPATION WISE CLASSIFICATION OF THE RESPONDENTS
SI.NO OCCUPATION NUMBER OF
RESPONDENTS
PERCENTAGE
1 Private 36 30
2 Government 26 22
3 Professional 19 16
4 Businessman 14 12
5 Student 5 4
6 Others 20 16
Total 120 100
Source: primary Data
INFERENCE
The above table3.3 shows that 30% of the respondents are private employee,22% of the
respondents are government employee,16% of the respondents are others and professional,12% of
the respondents are businessman,4% of the respondents are student.
CHART3.3
OCCUPATION WISE CLASSIFICATION OF THE RESPONDENTS
Private Government Professional Businessman Student Others0
5
10
15
20
25
30
30
22
1612
4
16
OCCUPATION
perc
entag
e
3.4 MONTHLY INCOME OF THE RESPONDENTS
Table 3.4 shows monthly income of the respondents.
TABLE 3.4
MONTHLY INCOME OF THE RESPONDENTS
Source: primary Data
INFERENCE
The above table 3.4 shows that 39% of the respondents salary was Rs 5000- 10000 per
month,36% of the respondents salary was Rs 10000-20000,19% of the respondents salary was
below 5000,6% of the respondents salary was above 20000.
SI.NO MONTHLY INCOME
OF THE FAMILY(IN
RS)
NUMBER OF
RESPONDENTS
PERCENTAGE
1 Below 5000 22 19
2 5000-10000 47 39
3 10000-20000 44 36
4 Above 20000 7 6
Total 120 100
CHART3.4
MONTHLY INCOME OF THE RESPONDENTS
Below 5000 5000-10000 10000-20000 Above 200000
5
10
15
20
25
30
35
40
45
19
3936
6
monthly income
per
centag
e
3.5 PRICE RANGE AFFORD BY THE RESPONDENTS
Table 3.5 shows price range afford by the respondents.
TABLE 3.5
PRICE RANGE AFFORD BY THE RESPONDENTS
SI.NO PRICE
RANGE(in Rs)
NUMBER OF
RESPONDENTS
PERCENTAGE
1 40000-50000 44 37
2 50000-60000 35 29
3 60000-70000 21 18
4 Above 70000 20 16
Total 120 100
Source: primary Data
INFERENCE
The above table3.5 shows that 37% of the respondents like the price range from Rs 40000-
50000,29% of the respondents like the price range from Rs50000-60000,18% of the respondents
like the price range from Rs60000-70000,16% of the respondents like the price range above
70000.
CHART 3.5
PRICE RANGE AFFORD BY THE RESPONDENTS
40000-50000 50000-60000 60000-70000 Above 7000005
10152025303540
3729
18 16
price range
perce
ntage
3.6 SOURCE OF INFORMATION ABOUT THE COMPANY
Table 3.6 shows source of information about the company
TABLE 3.6
SOURCE OF INFORMATION ABOUT THE COMPANY
SI.NO SOURCE NUMBER OF
RESPONDENTS
PERCENTAGE
1 Advertisements 25 21
2 Friends/Family 75 63
3 Past buying experience 18 15
4 Others 2 1
Total 120 100
Source: primary Data
INFERENCE
The above table3.6 shows that 63% of the respondents know about their product by
friends/family, 21% of the respondents know about their product by advertisements, 15% of the
respondents know about their product by past buying experience, 1% of the respondent know about
their product by others sources.
CHART 3.6
SOURCE OF INFORMATION ABOUT THE COMPANY
Advertisements Friends/Family Past buying experience Others0
10
20
30
40
50
60
70
21
63
15
1
source of information
perc
entag
e
3.7 REASONS FOR CHOOSING THE COMPANY
Table 3.7 shows reasons for choosing the company
TABLE 3.7
REASONS FOR CHOOSING THE COMPANY
SI.NO REASONS NUMBER OF
RESPONDENTS
PERCENTAGE
1 More models 18 15
2 Reasonable price 41 34
3 Goodwill/high quality 42 36
4 Good services 11 9
5 Others 8 6
Total 120 100
Source: primary Data
INFERENCE
The above table 3.7 shows that 36% of the respondents are choosing the company for
goodwill/high quality, 34% of the respondents are choosing the company for reasonable price,
15% of the respondents are choosing the company for more models, 9% of the respondents are
choosing the company for good services, 6% of the respondents are choosing the company for
other reasons.
CHART 3.7
REASONS FOR CHOOSING THE COMPANY
More models Reasonable price Goodwill/high quality Good services0
5
10
15
20
25
30
35
40
15
34 36
9
Reasons
perce
ntage
3.8 REASONS FOR CHOOSING THIS BRAND
Table3.8 shows reasons for choosing this brand
TABLE 3.8
REASONS FOR CHOOSING THIS BRAND
SI.N
O
REASONS NUMBER OF
RESPONDENT
S
PERCENTAGE
1 Brand name 22 18
2 Fuel Efficiency 56 47
3 Driving comfort 17 14
4 Resale value 13 11
5 Others 12 10
Total 120 100
Source: primary Data
INFERENCE
The above table3.8shows that 47% of the respondents are choosing the brand for fuel
efficiency,18% of the respondents are choosing the brand for brand name,14% of the respondents
are choosing the brand for driving comfort,11% of the respondents are choosing the brand for resale
value,10% of the respondents are choosing the brand for other reason.
CHART 3.8
REASONS FOR CHOOSING THIS BRAND
Brand name Fuel Efficiency Driving comfort Resale value Others0
5
10
15
20
25
30
35
40
45
50
18
47
14 11 10
Reasons
perc
entag
e
3.9 THE OFFER MOSTLY PREFERRED FOR BIKE
Table3.9 shows the offer mostly preferred for bike
TABLE 3.9
THE OFFER MOSTLY PREFERRED FOR BIKE
SI.NO OFFER NUMBER OF
RESPONDENTS
PERCENTAGE
1 Exchange offer 39 33
2 Prize coupons 40 33
3 Scratch guards 41 34
4 Tour bonanza - -
Total 120 100
Source: primary Data
INFERENCE
The above table 3.9 shows that 34% of the respondents preferred mostly for bike
Scratch guards, 33% of the respondents preferred bike in prize coupon and exchange offer.
CHART 3.9
THE OFFER MOSTLY PREFERRED FOR BIKE
Exchange offer Prize coupons Scratch guards Tour bonanza0
5
10
15
20
25
30
35
33 33 34
0
offers
perce
ntage
3.10 BRAND PREFERRED BY THE RESPONDENTS FOR THE CURRENT
PURCHASE
Table 3.10 shows the analysis of the respondents brand preference for their current purchase.
TABLE 3.10
BRAND PREFERREDBY THE RESPONDENTS FOR THE CURRENT
PURCHASE
SI.N
O
BRAND NAMES NUMBER OF
RESPONDENTS
PERCENTAGE
1 SPLENDER + 39 33
2 SUPER SPL 38 32
3 CBZ 23 19
4 PASSION PRO 12 10
5 SPLENDER PRO 8 6
Total 120 100
Source: primary Data
INFERENCE
The above table 3.10 shows that 33%of the respondents like splender+,32% of the respondents
like super spl,19% of the respondents like cbz,10% of the respondents like passion pro,6% of the
respondents like splender pro.
CHART 3.10
BRAND PREFERRED BY THE RESPONDENTS FOR THE CURRENT
PURCHASE
SPLENDER + SUPER SPL CBZ PASSION PRO SPLENDER PRO0
5
10
15
20
25
30
35
33 32
19
106
Brand Name
perc
entag
e
3.11 SATISFACTION WITH THE PRESENT BIKE
Table3.11shows satisfaction with the present bike of the respondents
TABLE 3.11
SATISFACTION WITH THE PRESENT BIKE
SI.NO SATFICATION
LEVEL
NUMBER OF
RESPONDENTS
PERCENTAGE
1 Highly satisfied 31 26
2 Satisfied 33 29
3 Neutral 34 28
4 Dissatisfied 17 14
5 Highly dissatisfied 5 3
Total 120 100
Source: primary Data
INFERENCE
The above table 3.11shows that 29% of the respondents are satisfied with present bike, 28% of
the respondents are neutral with present bike, 26% of the respondents are highly satisfied with
present bike, 14% of the respondents are dissatisfied with present bike, 3% of the respondents are
highly dissatisfied with present bike.
CHART 3.11
SATISFACTION WITH THE PRESENT BIKE
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied0
5
10
15
20
25
30
2629 28
14
3
satisfaction level
perce
ntage
3.12 RESPONDENTS OPINION REGARDING PRICE OF BIKE
Table 3.12 shows the respondent’s opinion regarding the price.
TABLE3.12
RESPONDENTS OPINION REGARDING PRICE OF BIKE
SI.NO OPINION NUMBER OF
RESPONDENTS
PERCENTAGE
1 High price 23 19
2 Moderate price 71 59
3 Cheap price 24 21
4 Low price 2 1
Total 120 100
Source: primary Data
INFERENCE
The above table 3.12shows that 59% of the respondent’s opinion regarding price of bike was
moderate, 21% of the respondents opinion regarding price of bike was cheap, 19% of the
respondents opinion regarding price of bike was high, 1% of the respondent opinion regarding price
of bike was low.
CHART 3.12
RESPONDENTS OPINION REGARDING PRICE OF BIKE
High price Moderate price Cheap price Low price0
10
20
30
40
50
60
70
19
59
21
1
price
perce
ntage
3.13 USAGE OF VEHILE OF THE RESPONDENTS
Table 3.13 shows the classification of the respondents according to their usage of vehicles.
TABLE 3.13
USAGE OF VEHILE OF THE RESPONDENTS
SI.NO USAGE OF VEHILE NUMBER OF
RESPONDENT
S
PERCENTAGE
1 1-6 Months 16 13
2 6 Months-1 Year 34 28
3 1 Year-2 Year 44 37
4 More than 2 Year 26 22
Total 120 100
Source: primary Data
INFERENCE
The above table3.13 shows that 37% of the respondents use the vehicle 1 year-2 year, 28% of
the respondents use the vehicle 6 months-1 year, 22% of the respondents use the vehicle more than
2 years, 13% of the respondents use the vehicle 1-6months.
CHART 3.13
USAGE OF VEHILE OF THE RESPONDENTS
1-6 Months 6 Months-1 Year 1 Year-2 Year More than 2 Year0
5
10
15
20
25
30
35
40
13
28
37
22
Usage of vehile
Perce
ntage
3.14 MAINTENANCE PROCEDURE ADOPT IN SERVICING VEHICLE
Table 3.14 shows the classification of the respondents according to their maintenance procedure.
TABLE3.14
MAINTENANCE PROCEDURE ADOPT IN SERVICING VEHICLE
SI.NO MAINTENANCE
PROCEDURE
NUMBER OF
RESPONDENTS
PERCENTAGE
1 Periodical 4 3
2 Monthly once 50 42
3 Once in 3 months 54 46
4 Once in 6 months 2 1
5 Only after a break down 10 8
Total 120 100
Source: primary Data
INFERENCE
The above table 3.14 shows that 46% of the respondents are servicing the vehicle once in 3
months, 42% of the respondents are servicing the vehicle monthly once, 8% of the respondents are
servicing the vehicle only after a break down, 3% of the respondents are servicing the vehicle
periodical, 1% of the respondent are servicing the vehicle once in 6 months.
CHART 3.14
MAINTENANCE PROCEDURE ADOPT IN SERVICING VEHICLE
Periodical Monthly once Once in 3 months
Once in 6 months
Only after a break down
0
5
10
15
20
25
30
35
40
45
50
3
4246
18
Maintence procedure
Perc
entag
e
3.15 SATISFACTION WITH THE SERVICE OF BIKE
Table3.15 shows satisfaction with the service of bike of the respondents
TABLE 3.15
SATISFACTION WITH THE SERVICE OF BIKE
SI.NO SATISFACTION LEVEL NUMBER OF
RESPONDENTS
PERCENTAGE
1 Highly satisfied 11 9
2 Satisfied 57 48
3 Neutral 46 39
4 Dissatisfied 4 3
5 Highly dissatisfied 2 1
Total 120 100
Source: primary Data
INFERENCE
The above table 3.15 shows that 48% of the respondents are satisfied with the service, 39% of
the respondents are neutral with the service,9% of the respondents are highly satisfied with the
service,3% of the respondents are dissatisfied with the service,1% of the respondent is highly
dissatisfied with the service.
CHART 3.15
SATISFACTION WITH THE SERVICE OF BIKE
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied0
5
10
15
20
25
30
35
40
45
50
9
48
39
31
satifaction level
perce
ntage
3.16 PREFERENCE OF THE CUSTOMER SERVICE CENTER
Table 3.16 shows the classification of the respondents according of the respondents according
to their preference of the customer service centre
TABLE 3.16
PREFERENCE OF THE CUSTOMER SERVICE CENTER
SI.NO SERVICE NUMBER OF
RESPONDENTS
PERCENTAGE
1 Authorized Dealers 68 57
2 Sub Dealers 39 33
3 Others 13 10
Total 120 100
Source: primary Data
INFERENCE
The above3.16 table shows that 57% of the respondents are preferred service in authorized
dealers only, 33% of the respondents are preferred service in sub dealers only, and 10% of the
respondents are preferred service from others.
CHART 3.16
PREFERENCE OF THE CUSTOMER SERVICE CENTER
Authorized Dealers Sub Dealers Others0
10
20
30
40
50
60
57
33
10
service center
perc
enta
ge
3.17RESPONDENTS OPINION REGARDING THE SERVICE
Table 3.17 shows the opinion of the respondents regarding the service of bike.
TABLE 3.17
RESPONDENTS OPINION REGARDING THE SERVICE
SI.NO OPINION NUMBER OF
RESPONDENTS
PERCENTAGE
1 Excellent 16 13
2 Good 65 54
3 Fair 32 27
4 Poor 7 6
Total 120 100
Source: primary Data
INFERENCE
The above table 3.17shows that 54% of the respondent’s opinion regarding the service is
good, 27% of the respondent’s opinion regarding the fair, 13% of the respondent’s opinion
regarding the service is excellent, 6% of the respondent’s opinion regarding the service is poor.
CHART 3.17
RESPONDENTS OPINION REGARDING THE SERVICE
Excellent Good Fair Poor0
10
20
30
40
50
60
13
54
27
6
service
perce
ntage
3.18 MILEAGE PROMISED BY THE DEALER
Table 3.18 shows the classification of the respondents according to their mileage
promised by the dealer
TABLE 3.18
MILEAGE PROMISED BY THE DEALER
SI.NO MILEAGE OF VEHICLE NUMBER OF
RESPONDENTS
PERCENTAGE
1 50 km\litre 10 8
2 51-60 km\litre 77 64
3 61-70 km\litre 31 26
4 70 and above 2 2
Total 120 100
Source: primary Data
INFERENCE
The above table 3.18 shows that 64% of the dealer’s are promised vehicle mileage must be 51-
60 km/litre, 26% of the dealer’s are promised vehicle mileage must be 61-70 km\litre,8% of the
dealer’s are promised vehicle mileage must be 50km\litre,2% of the dealer’s are promised vehicle
mileage must be 70 and above.
CHART 3.18
MILEAGE PROMISED BY THE DEALER
50 km\litre51-60 km\litre
61-70 km\litre70 and above
0
10
20
30
40
50
60
70
8
64
26
2
mileage
Perc
entag
e
3.19 ACTUAL MILEAGE OF THE VEHICLE
Table 3.19 shows the classification of the respondents according to their actual mileage of the
vehicle
TABLE 3.19
ACTUAL MILEAGE OF THE VEHICLE
SI.NO ACTUAL MILEAGE NUMBER OF
RESPONDENTS
PERCENTAGE
1 50 km\litre 27 23
2 51-60 km\litre 71 59
3 61-70 km\litre 20 17
4 70 and above 2 1
Total 120 100
Source: primary Data
INFERENCE
The above table 3.19 shows that 59% of the respondents yield actual mileage of the vehicle is
51-60 km\litre, 23% of the respondents yield actual mileage of the vehicle is 50k\litre,17% of the
respondents yield actual mileage of the vehicle is 61-70km\litre,1% of the respondents yield actual
mileage of the vehicle is 70 and above.
CHART 3.19
ACTUAL MILEAGE OF THE VEHICLE
50 km\litre 51-60 km\litre 61-70 km\litre 70 and above0
10
20
30
40
50
60
23
59
17
1
mileage
perce
ntage
3.20 USAGE OF THE VEHICLE
Table 3.20 shows the classification of the respondents according to their usage of the vehicle.
TABLE 3.20
USAGE OF THE VEHICLE
Source:
primary Data
INFERENCE
The above table 3.20 shows that 65% of the respondents use the vehicle daily,25%
of the respondents use the vehicle weekly once, 6% of the respondents use the vehicle very
often,3% of the respondents use the vehicle based on needs, 1% of the respondent use the
vehicle once in two days.
SI.NO USAGE OF VEHICLE NUMBER OF
RESPONDENTS
PERCENTAGE
1 Very often 7 6
2 Daily 76 65
3 Weekly Once 31 25
4 Once in two days 2 1
5 Based on needs 4 3
Total 120 100
CHART 3.20
USAGE OF THE VEHICLE
Very often Daily Weekly Once Once in two days
Based on needs
0
10
20
30
40
50
60
70
6
65
25
1 3
Usage of vehile
Perc
entage
3.21 SATISFACTION LEVEL TOWARDS MILEAGE
Table 3.21 shows the classification of the respondents according to their satisfaction level
towards mileage.
TABLE 3.21
SATISFACTION LEVEL TOWARDS MILEAGE
SI.NO SATISFACTION LEVEL NUMBER OF
RESPONDENTS
PERCENTAGE
1 Highly satisfied 9 8
2 Satisfied 85 70
3 Neutral 16 13
4 Dissatisfied 7 6
5 Highly dissatisfied 3 3
Total 120 100
Source: primary Data
INFERENCE
The above table 3.21 shows that 70% of the respondents are satisfied towardsmileage,13%
of the respondents are neutral towards mileage,8% of the respondents are highly satisfied towards
mileage,6% of the respondents are dissatisfied towards mileage 3% of the respondents are highly
dissatisfied with the mileage of vehicle.
CHART 3.21
SATISFACTION LEVEL TOWARDS MILEAGE
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied0
10
20
30
40
50
60
70
8
70
136 3
satisfaction level
Perc
entage
CHI-SQUARE ANALYSIS
TABLE3.22
RELATIONSHIPS BETWEEN CHOOSING THE BRAND NAME AND INCOME.
Null Hypothesis (H0 ): There is no relationships between choosing the brand name and income.
Alternative Hypothesis (H1 ): There is relationship between choosing the brand name and income.
The table below shows the results of a survey in which 120 respondents were categorized according
to the level of income and preference for brand.
Brand
Income
Brand name &
Fuel efficiency
Driving comfort Resale value &
Others
Total
Below5000 12 5 5 22
5000-10000 29 8 10 47
10000-20000 &
Above 20000
28 12 11 51
Total 69 25 26 120
CALCULATION
Observed frequency Expected frequency (O-E)2 Σ(O-E)2 / E
12 (22 × 69/120) = 12.7 0.422 0.33
5 (22× 25/120 ) = 4.6 0.173 0.04
5 (22× 26/120 ) = 4.8 0.054 0.012
29 (69 × 47/120 ) = 2.8 3.9 0.144
8 (25 × 47/120 ) = 9.8 3.2 0.326
10 (26 × 47/120) = 10.2 0.03 0.003
28 (69 × 51/120) = 29.3 1.75 0.059
12 (25 × 51/120) = 10.6 1.89 0.178
11 (26 × 51/120) =11.1 15.6 1.412
Σ(O-E)2 / E= 2.21
Degrees of freedom=(R-1) (S-1)
=(3-1)(3-1)=4
The table value of (χ 2) for 4 degrees of freedom at 5% level of significance is 11.07.
Hence the table value of χ 2 .05 ¿ calculated value of (χ 2)
INFERENCE
Hence the null hypothesis is accepted and there is no relationship between choosing the brand name
and income.
TABLE 3.23
RELATIONSHIPS BETWEEN PRICE RANGE AND THE LEVEL OF SATISFACTION.
Null Hypothesis (H0 ): There is no relationships between price range and the level of satisfaction.
Alternative Hypothesis (H1 ): There is relationship between price range and the level of satisfaction.
The table below shows the results of a survey in which 120 respondents were categorized according
to price range and the level of satisfaction towards bike.
Satisfaction
level
price range
Highly satisfied
and satisfied
Neutral, dissatisfied
and highly dissatisfied
Total
40000-50000
and50000-60000
64 23 87
60000-70000 and
Above 70000
16 17 33
Total 80 40 120
CALCULATION
Observed frequency Expected frequency (O-E)2 Σ(O-E)2 / E
64 (87 × 80/120) = 58 36 0.56
23 (87 × 40 /120 ) = 29 36 1.56
16 (80 × 33 /120 ) = 22 36 2.25
17 (40 × 33 /120 ) = 11 36 2.2
Σ(O-E)2 / E= 6.57
Degrees of freedom=(R-1) (S-1)
= (2-1)(2-1)
= 1
The table value of (χ 2) for 1 degrees of freedom at 5% level of significance is 3.841.
Hence table value of χ 2 .05 ¿ calculated value of (χ 2) .
INFERENCE
Hence the null hypothesis is rejected(H0). Accepted alternative hypothesis (H1). There is
relationship between price range and the level of satisfaction.
TABLE 3.24
WEIGHTED AVERAGE METHOD
Ranking the factors for choosing the brand.
Reason for
choosing
the brand
I II III IV V Weighted
average
Rank
Brand name 66×5=330 24×4=96 18×3=54 9×2=18 3×1=3 501/120
=4.2
I
Better look
& style
14×5=70 69×4=276 18×3=54 14×2=28 5×1=5 433/120
=3.61
IV
Good
mileage
45×5=225 24×4=96 21×3=63 18×2=36 12×1=12 432/120
=3.6
V
Good
pickup &
speed
19×5=96 55×4=220 14×3=42 16×2=32 16×1=16 406/120
=3.4
VI
Good after
sales
services
44×5=220 37×4=148 12×3=36 11×2=22 16×1=16 442/120
=3.7
III
Price 23×5=115 35×4=140 19×3=57 7×2=14 36×1=36 362/120
=3
VII
New
models
51×5=255 28×4=112 12×3=36 19×2=38 10×1=10 451/120
=3.8
II
INFERENCE
The above table shows the customer rating of various factors as the purpose of product preference.
According to their customers is ranked using the Weighted Average Method .The “Brand name” is
ranked first as the reasons for choosing the brand and “Price” is ranked at last.
CHAPTER 4
FINDINGS, SUGGESTIONS AND CONCLUSION
4.1 FINDINGS
38% of the respondents are in the age group of 20-30 years.
33% of the respondents are others categories of education.
30% of the respondents are private employee.
39% of the respondents salary was Rs 5000- 10000 per month.
37% of the respondents like the price range from Rs 40000-50000.
63% of the respondents know about their product by friends/family.
36% of the respondents are choosing the company for goodwill/high quality.
47% of the respondents are choosing the brand for fuel efficiency.
34% of the respondents preferred mostly for bike Scratch guards.
33%of the respondents like splender+.
29% of the respondents are satisfied with present bike.
59% of the respondent’s opinion regarding price of bike was moderate.
37% of the respondents use the vehicle 1 year-2 year.
46% of the respondents are servicing the vehicle once in 3 months.
48% of the respondents are satisfied with the service.
57% of the respondents are preferred service in authorized dealers only.
54% of the respondent’s opinion regarding the service is good.
64% of the dealer’s are promised vehicle mileage must be 51-60 km/litre.
59% of the respondents yield actual mileage of the vehicle is 51-60 km\litre.
65% of the respondents use the vehicle daily.
70% of the respondents are satisfied towards mileage.
4.2SUGGESTIONS
The sales promotion offers are not impressive. Hence, the company should work towards
providing more sales promotion offers to attract the customers. The customers are not with
the price level, so they can better consider the price levels.
Factors like goodwill/high quality and special features are admired the respondents, hence
this feature has to be continued.
Most of the respondents like the brand splender+, so it’s suggested that the Dealer’s use the
advertisements tactics to that induce the people to prefer other brand too.
Providing prober awareness to the customers to servicing the vehicle at least once in 2
months.
Some standard should be maintained in their services to make the customers well satisfied.
