225293787 piyush-report

Get Homework/Assignment Done
Homeworkping.com
Homework Help
https://www.homeworkping.com/
Research Paper help
Online Tutoring
click here for freelancing tutoring sites
PROJECT REPORT
On
“A COMPARATIVE STUDY OF CUSTOMER
SATISFACTION OF TOWARDS PERFORMANCE OF
HERO HONDA ,TVS & BAJAJ BIKES”
Submitted for the fulfillment towards the award of the degree
in Bachelor of Business Administration
Of
Dr. B.R. Ambedkar University, Agra
By
Piyush chaturvedi
Roll Number: 100964

Under the Supervision of
Miss. mansi sharma
Department of Management Studies
Rajiv Academy for Technology and Management, Mathura
PREFACE
In its broadest sense project report is necessary to make the students of
business school familiar with the industrial environment prevailing in the world.
To be competitive and work aggressive, students need to know the policies,
procedures and the trends going on in the present industrial world.
The purpose and objective of this project report is to find out the To know about
A Comparative study between three bikes and shows which company
is more better then each other.
 to undergo the market field for the Practical application of the
concept of management and theoretical aspects.

ACKNOWLEDGEMENT
At the onset I must bow down in reverence to the almighty that blessed us with
the understanding & prevalence that is needed in this kind of project report.
With great pleasure I express my heartiest thanks to Offc. Director Dr. (Director
– RATM), Mohd. Zahid (HOD – B.B.A. Deptt.). I would like to extend my sincere
thanks to Mrs. mansi Sharma. [Faculty – Deptt. of Management Studies],
without whose unrelated support and guidance, this project would just not have
been possible. I am very thankful for his invaluable guidance, support, and
affable & friendly nature. He guided me at each and every stage of project.
I am equally indebted to my friends who always inspired and motivated me to do
something better through out this project.
At last I would like to extend my sincere thanks to all the respondents to whom I
visited for giving their support and valuable information, which helps me in
completing my project work.

Piyush chaturvedi
B.B.A. Vith Sem
Roll No. 100964
.
STUDENT’S DECLARATION
I, Piyush chaturvedi, hereby declare that this work entitled“A Comparative Study
Of Customer Satisfaction Of Towards Performance Of HERO HONDA ,TVS & BAJAJ
BIKES” is the result of research under taken. The findings and conclusions
expressed in this report are genuine, authentic and are for academic purpose.
Any resemblance to earlier research work is purely coincidental.

CERTIFICATE
This is to certify that Piyush chaturvedi, student of B.B.A. V SEM of Rajiv
Academy for Technology & Management, Mathura has done this project work
under my supervision.
As per knowledge she has done this project work with sincerity. This project work
is the result of her hard work. Any part of this project is not copied from anywhere
else for the fulfillment of any degrees or diploma.
I really appreciate his hard work & wish his all the best for the future ahead.
Dated:……………. Project
Guide
Mr. mansi Shrma
[Faculty-Deptt.of Mgmt.]

RATM, Mathura
TABLE OF CONTENTS
Preface…………………………………………………………………………... i
Acknowledgement………………………………………… ii
Student’s Declaration……………..……………………………………………. iii
Certificate …………………….………………………………………………… iv
1.0 Introduction to the Topic.………………………………………………….. 01
1.1 History of Hero Honda…………………………………………………… 02
1.2 History of BAZAZ…………………………………………………………. 14
1.3 History of TVS………………………………………………………. 25
2.0 Scope of study…………………………………………….. 35
3.0 Usefullness and importance of study……………………………. 37
4.0 About the company……………………………………………………. 41
5.0 Research methodology…………………………………….................... 57
5.1 Research design …………………………….…………………… 57
5.2 Sample Size…………………………………………….………........... 59

6.0 Scope of study……………………………………………………………. 60
7.0 Limitation of Research study………………………………………. ….. 61
8.0 Data Analysis & Interpretation……………………………………………. 63
9.0 Findings…………………………….………………………………………. 84
10.0 Conclusion…...…………………………………………………………… 87
10.1 Recommendation……………………………………………..…… 89
Bibliography…………………………………………………………………...... 92
Appendix [Questionnaire]……………………………………………………... 93
LIST OF TABLES
S.
No.
TABLE
No.
PAGE
No.
REFRENCE DETAILS
LIST OF CHARTS
S.
No.
TABLE
No.
PAGE
No.
REFRENCE DETAILS

TOPIC
This study shows comparison between three bikes and shows which
company is more better then each other.
1

2
India has the largest number of two wheelers in the world with 41.6
million vehicles. India has a mix of 30 percent automobiles and 70
percent two wheelers in the country. India was the second largest two
wheeler manufacturer in the world starting in the 1950’s with the birth
of Automobile Products of India (API) that manufactured scooters.
API manufactured the Lambrettas but, another company,
Bajaj Auto Ltd. surpassed API and remained through the turn of the
century from its association with Piaggio of Italy (manufacturer of
Vespa).

The license raj that existed between the1940s to1980s in India, did
not allow foreign companies to enter the market and imports were
tightly controlled. This regulatory
maze, before the economic liberalization, made business easier for local players
to have a seller’s market. Customers in India were forced to wait 12 years to buy
a scooter from Bajaj. The CEO of Bajaj commented that he did not need a
marketing department, only a dispatch department. By the year 1990,
Bajaj had a waiting list that was twenty-six times its annual output for
scooters. 3
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-
Japanese joint ventures: Hero Honda, TVS Suzuki, Bajaj Kawasaki
and Kinetic Honda. The entry of these foreign companies changed
the Indian market dynamics
from the supply side to the demand side. With a larger selection of
two-wheelers on the Indian market, consumers started to gain
influence over the products they bought
and raised higher customer expectations. The industry produced
more models, styling options, prices, and different fuel efficiencies.
The foreign companies new

technologies helped make the products mor`e reliable and with better
quality. Indian companies had to change to keep up with their global
counterparts.
4

Hero Honda Motorcycles Limited is an Indian manufacturer of motorcycles and
scooters. Hero Honda is a joint venture that began in 1984 between the Hero
group of
India and Honda from Japan. It has been the world's biggest manufacturer of 2-
wheeled motorized vehicles since 2001, when it produced 1.3 million motorbikes
in a single year. Hero Honda's Splendor is the world's largest selling motorcycle.
Its 2 plants are in Dharuhera and Gurgaon, both in Haryana, India. It specializes
in dual use motorcycles that are low powered but very fuel efficient.
[ Models ]
Bikes
Hero Honda Splendor Plus
Hero Honda Passion Plus
Hero Honda Karizma
Hero Honda CBZ
Hero Honda Super Splendor
Hero Honda CD Dawn
Hero Honda CD Deluxe
Hero Honda Achiever
Hero Honda Glamour
Hero Honda Ambition
6

COMPANY PROFILE
“Hero”, is the brand name used by the Munjal brothers in the year
1956 with the flagship company Hero Cycles. The two-wheeler
manufacturing business of bicycle components had originally started
in the 1940’s and turned into the world’s largest bicycle manufacturer
today. Hero, is a name synonymous with two-wheelers in India today.
The Munjals roll their own steel, make free wheel bicycle critical
components and have diversified into different ventures like product
design. The Hero Group philosophy is: “To provide excellent
transportation to the common man at easily
affordable prices and to provide total satisfaction in all its spheres of
activity”. The Hero group vision is to build long lasting relationships
with everyone (customers, workers, dealers and vendors). The Hero
Group has a passion for setting higher standards and “Engineering
Satisfaction” is the prime motivation, way of life and work culture of
the Group.
In the year 1984, Mr. Brijmohan Lal Munjal, the Chairman and
Managing Director of Hero Honda Motors (HHM), headed an alliance
between the Munjal family and Honda Motor Company Ltd. (HMC).
HHM Mission Statement is: “We, at Hero Honda, are continuously
striving for synergy between technology, systems, and human
resources to provide products and services that meet the quality,
performance,
and price aspirations of our customers. While doing so, we maintain
the highest standards of ethics and societal responsibilities,
constantly innovate products and

processes, and develop teams that keep the momentum going to
take the company to excellence in the new millennium”. This alliance
became one of the most successful joint ventures in India, until the
year 1999 when HMC had announced a 100% subsidiary, Honda
Motorcycle & Scooter India (HMSI). This announcement caused the
HHM stock price to decrease by 30 percent that same day. Munjal
had to come up with some new strategic decisions as, HMSI and
other foreign new entry companies were causing increased intensity
of rivalry for HHM.
GROWTH
The business growth of Hero Honda has been phenomenal
throughout its early days. The Munjal family started a modest
business of bicycle components. Hero Group expanded so big that by
2002 they had sold 86 million bicycles producing 16000 bicycles a
day. Today Hero Honda has an assembly line of 9 different models of
motorcycles available. It holds the record for most popular bike in the
world by sales for Its Splendor model. Hero Honda Motors Limited
was established in joint venture with Honda Motors of Japan in 1984,
to manufacture motorcycles. It is currently the largest producer of
Two Wheelers in the world. It sold 3 million bikes in the year 2005-
2006. Recently it has also entered in scooter manufacturing, with its
model PLEASURE mainly aimed at girls. The Hero Group has done
business differently right from the start and that is what has helped
them to achieve breakthrough in the competitive two-wheeler market.
The Group's low key, but focused, style of management has earned
the company plaudits amidst investors, employees, vendors and

dealers, as also worldwide recognition. The growth of the Group
through the years has been influenced by a number of factors:
Just-in-Time
The Hero Group through the Hero Cycles Division was the first to
introduce the concept of just-in-time inventory. The Group boasts of
superb operational efficiencies. Every assembly line worker operates
two machines simultaneously to save time and improve productivity.
The fact that most of the machines are either developed or fabricated
in-house, has resulted in low inventory levels. In Hero Cycles
Limited, the just-in-time inventory principle has been working since
the beginning of production in the unit and is functional even till date..
This is the Japanese style of
production and in India; Hero is probably the only company to have
mastered the art of the just-in-time inventory principle.
Ancillarisation
An integral part of the Group strategy of doing business differently
was providing support to ancillary units. There are over 300 ancillary
units today, whose production
is dedicated to Hero's requirements and also a large number of other
vendors, which include some of the better known companies in the
automotive segment. Employee Policy:
Another Striking feature within the Hero Group is the commitment and
dedication of its workers. There is no organized labor union and
family members of employees find ready employment within Hero.

The philosophy with regard to labor management is "Hero is growing,
grow with Hero." When it comes to workers' benefits, the Hero
Group is known for providing facilities, further ahead of the industry
norms. Long before other companies did so, Hero was giving its
employees a uniform allowance, as well as House Rent Allowance
(HRA) and Leave Travel Allowance (LTA). Extra benefits took the
form of medical check-ups, not just for workers, but also for the
immediate family members.
Dealer Network
The relationship of Hero Group with their dealers is unique in its
closeness. The dealers are considered a part of the Hero family. A
nation-wide dealer network comprising of over 5,000 outlets, and
have a formidable distribution system in place. Sales agents from
Hero travels to all the corners of the country, visiting dealers and
send back daily postcards with information on the stock position that
day, turnover,
fresh purchases, anticipated demand and also competitor action in
the region. The manufacturing units have a separate department to
handle dealer complaints and
problems and the first response is always given in 24 hours.
Financial Planning
The Hero Group benefits from the Group Chairman's financial
acumen and his grasp on technology, manufacturing and marketing.
Group Company, Hero Cycles Limited has one of the highest labor

productivity rates in the world. In Hero Honda Motors Limited, the
focus is on financial and raw material management and a low
employee
turnover.
Quality
Quality at Hero is attained not just by modern plants and equipment
and through latest technology, but by enforcing a strict discipline. At
the Group factories, attaining quality standards is an everyday
practice - a strictly pursued discipline. It comes from an
amalgamation of the latest technology with deep-rooted experience
derived from
nearly four decades of hard labor. It is an attitude that masters the
challenge of growth and change - change in consumers' perceptions
about products and new aspirations
arising from a new generation of buyers. Constant technology up
gradation ensures that the Group stays in the global mainstream and
maintains its competitive edge.
With each of its foreign collaborations, the Group goes onto
strengthen its quality measures as per the book. The Group also
employs the services of independent experts from around the world
to assist in new design and production processes.
Diversification
Throughout the years of enormous growth, the Group Chairman, Mr.
Lall has actively looked at diversification. A considerable level of
backward integration in its manufacturing activities has been ample in
the Group's growth and led to the establishment of the Hero Cycles

Cold Rolling Division, Munjal and Sunbeam Castings, Munjal Auto
Components and Munjal Showa Limited amongst other
component-manufacturing units.
Then there were the expansion into the automotive segment with the
setting up of Majestic Auto Limited, where the first indigenously
designed moped, Hero Majestic, went into commercial production in
1978. Then came Hero Motors which introduced Hero Puch, in
collaboration with global technology leader Steyr Daimler Puch of
Austria. Hero Honda Motors was established in 1984 to manufacture
100 cc
motorcycles. The Hero Group also took a venture into other
segments like exports, financial services, information technology,
which includes customer response services and
software development. Further expansion is expected in the areas of
Insurance and Telecommunication.
The Hero Group's phenomenal growth is the result of constant
innovations, a close watch on costs and the dynamic leadership of
the Group Chairman, characterized by a culture of entrepreneurship,
of right attitudes and building stronger relationships with investors,
partners, vendors and dealers and customers.

Bajaj Auto limited is one of the largest two wheeler
manufacturing company in India apart from producing two wheelers
they also manufacture three wheelers. The company had started way
back in 1945. Initially it used to import the two wheelers from outside,
but from 1959 it started manufacturing of two wheelers in the country.
By the year 1970 Bajaj Auto had rolled out their 100,000th vehicle.
Bajaj scooters and motor cycles have become an integral part of the
Indian milieu and over the years have come to represent the
aspirations of modern India. Bajaj Auto also has a technical tie up
with Kawasaki heavy industries of Japan to produce the latest
motorcycles in India which are of world class quality The Bajaj
Kawasaki eliminator has emerged straight out of the drawing board of
Kawasaki heavy industries. The core brand values of Bajaj
Auto limited includes Learning, Innovation, Perfection, Speed and
Transparency.

Bajaj Auto has three manufacturing units in the country at Akurdi,
Waluj and Chakan in Maharashtra, western India, which produced
2,314,787 vehicles in 2005-06. The sales are backed by a network of
after sales service and maintenance work shops all over the country.
Bajaj Auto has products which cater to every segment of the Indian
two wheeler market Bajaj CT 100 Dlx offers a great value for money
at the entry level. Similarly Bajaj Discover 125 offers the consumer a
great performance without
making a big hole in the pocket.

Bajaj Autos Ltd.
Bajaj Auto is a major Indian automobile manufacturer. It is
India's largest and the world's 4th largest two- and three-wheeler
maker. It is based in Pune, Maharashtra,
with plants in Waluj near Aurangabad, Akurdi and Chakan, near
Pune. Bajaj Auto makes motor scooters, motorcycles and the auto
rickshaw.

COMPANY'S HISTORY
Bajaj Auto came into existence on November 29, 1945 as M/s
Bachraj Trading Corporation Private Limited. It started off by selling
imported two- and three wheelers in India. In 1959, it obtained license
from the Government of India to
manufacture two- and three-wheelers and it went public in 1960. In
1970, it rolled out its 100,000th vehicle. In 1977, it managed to
produce and sell 100,000 vehicles in a
single financial year. In 1985, it started producing at Waluj in
Aurangabad. In 1986, it managed to produce and sell 500,000
vehicles in a single financial year. In 1995, it
rolled out its ten millionth vehicle and produced and sold 1 million
vehicles in a year.
Timeline of new releases
1971 - three-wheeler goods carrier
1972 - Bajaj Chetak
1976 - Bajaj Super
1977 - Rear engine Autorickshaw
1981 - Bajaj M-50
1986 - Bajaj M-80, Kawasaki Bajaj KB100
1990 - Bajaj Sunny
1994 - Bajaj Classic
1995 - Bajaj Super Excel
1997 - Kawasaki Bajaj Boxer, Rear Engine Diesel Autorickshaw
1998 - Kawasaki Bajaj Caliber, Legend(India's first four-stroke
scooter)
2000 - Bajaj Saffire

2001 - Eliminator, Pulsar
2003 - Caliber115, Bajaj Wind 125, Bajaj Pulsar
2004 - Bajaj CT 100, New Bajaj Chetak 4-stroke with Wonder Gear,
Bajaj
Discover DTS-i
2007 - Bajaj Wave, Bajaj Avenger, Bajaj Discover
2008 - Bajaj Platina
2009 - Bajaj Pulsar-200

Scooters
Bajaj Sunny
Bajaj Chetak
Bajaj Cub
Bajaj Super
Bajaj Wave
Bajaj Legend
Motorcycles
Kawasaki Eliminator
Bajaj Pulsar
Bajaj Kawasaki Wind 125
Bajaj Boxer
Bajaj CT 100
Bajaj Platina
Bajaj Caliber
Bajaj Discover
Bajaj Avenger
Bajaj Pulsar 220 DTS-Fi
Upcoming Models
Bajaj Krystal
Bajaj Blade
Bajaj Sonic
Bajaj XCD String
6

New Image
The company, over the last decade has successfully changed its
image from a scooter manufacturer to a two wheeler manufacturer,
product range ranging from Scooter ettes
to Scooters to Motorcycle. Its real growth in numbers has come in the
last 4 years after successful introduction of a few models in the
motorcycle segment.The company
is headed by Rahul Bajaj who is worth more than US$1.5 billion.
7

TVS MOTOR COMPANY
The TVS group was established in 1911 by Shri. T. V. Sundaram
Iyengar. As one of India’s largest industrial entities it epitomizes
Trust, Value and Service. It all
began way back in 1984 when Sundaram Clayton Limited (A TVS
Group company) introduced its 50 CC mopeds in the arena of road
racing, notching up unbelievable speeds of 105 kmph. Since then,
there has been no looking back for TVS Motor Company. TVS Racing
was established in 1987 with the objective of improving the
performance of its bikes. Over the years it has provided valuable
data, design inputs,
development of reliable motorcycle models, excellent vehicle
dynamics & handling etc. The true evidence of it is seen in today's
TVS Victor and TVS Fiero. Today, there are over thirty companies in
the TVS Group, employing more than 40,000 people worldwide and
with a turnover in excess of USD 2.2 billion.
With steady growth, expansion and diversification, TVS commands a
strong presence in manufacturing of two-wheelers, auto components
and computer peripherals. We also have vibrant businesses in the
distribution of heavy commercial vehicles passenger cars, finance
and insurance.

TVS Motor Company Limited, the flagship company of the USD 2.2
billion TVS Group, is the third largest two-wheeler manufacturer in
India and among the top ten in the world, with an annual turnover of
over USD 650 million.
The year 1980 is one to be remembered for the Indian two-wheeler
industry, with the roll out of TVS 50, India's first two-seater moped
that ushered in an era of affordable personal transportation. For the
Indian Automobile sector, it was a breakthrough to be etched in
history. TVS Motor Company is the first two-wheeler manufacturer in
the world to be honoured with the hallmark of Japanese Quality –
The Deming Prize for Total Quality Management.

MANY FIRSTS TO THE AUTOMOTIVE INDUSTRY IN INDIA
TVS has been at the forefront in bringing a revolution in the way
personal commutation was happening, way back in the 1980s.
Beginning with launching a simple, easy-to-use moped for the middle
class in India in the 1980s to launching 7 new bikes in a single day
(first time in the history of the automotive industry in the world), TVS
has often taken the unbeaten path to innovation.

TV Sundaram Iyengar and Sons Limited (TVSs) is the holding
company for the TVS Group of companies engaged in the
manufacturing of almost all kinds of automotive components, best two
wheelers and a few other industrial products. They are also into the
financial services sector. The turnover of the entire group was close
to $2 billion in 2003.TVS was founded by T. V. Sundaram Iyengar in
1911.
It is the only automotive manufacturer in India to get the prestigious
Deming Prize. One of its subsidiaries Sundaram Clayton was the first
company in India to receive the Deming allowed by Sundaram Brake
Linings also getting the Deming Prize. This prize is "given to
organizations or divisions of organizations that have achieved
distinctive performance improvement through the application of TQM
in a designated year." Sundaram Clayton went on to be awarded the
Japan Quality Medal. The TVS group of companies is mainly situated
in Padi, Tamil Nadu, in the outskirts of Chennai (formerly Madras).
TVS MOTORS
TVS Motor Company has its origin in SUndaram CLayton Limited,
Moped Division, started in 1980. The factory was started in Hosur,
Tamilnadu in southern India. The first product launched was a 50 cc
moped, which appealed to the masses because of its capability to

carry two people. In the same location, the same promoters started
another company in 1984, in collaboration with Suzuki Motor
Corporation of Japan, for the manufacture of 100 cc motorcycles
under the brand name of Ind-Suzuki Motorcycles. Subsequently in
the moped division was bought by Ind Suzuki Motorcycles in 1987
and the company changed its name to TVS Suzuki Ltd. Even though
the company started producing all kinds of two wheelers like mopeds,
scooters and motorcycles, the collaboration with Suzuki continued for
the motorcycles only.
The collaboration with Suzuki Motor Corporation ended in 2001 and
since then the name of the company changed to TVS Motor
Company. The company now develops all types of two-wheelers
through its own in house R&D facility and manufactures in three
locations in India, Hosur in Tamlnadu, Mysore in Karnataka and
Baddi in Himachal Pradesh. It has recently started a new
manufacturing plant in Indonesia to
cater to the South east Asian market. The Chairman and Managing
Director of the Company is Mr. Venu Srinivasan who is the grandson
of TV Sundaram Iyengar.
TVS Group Companies
Sundaram Brake Linings
Sundaram Fastners
Southern Roadways
Sundaram Finance
Sundharams Private Limited

Brakes India Limited
THE MAJOR PRODUCTS
Motorcycles
TVS Ind Suzuki AX 100
TVS MAX 100
TVS MAX R 100
TVS Supra
TVS Suzuki Samurai
TVS Suzuki Shogun
TVS Suzuki Shaolin
TVS Suzuki Fiero
TVS Fiero
TVS Star
TVS Star City
TVS Star city deluxe
TVS Star Sport
TVS Fiero F2
TVS Fiero FX
TVS Centra
TVS Victor (110 cc)
TVS Victor GLX (125 cc)
TVS Victor EDGE (125 cc)
TVS Flame (125 cc,ccvti technology)
TVS Apache (150 cc,13.7 Ps @8500rpm)
TVS Apache RTR 160
TVS Apache RTR 160 EFI (Electronic Fuel Injection)

TVS Flame
Scooterettes
TVS Scooty ES (60 cc)
TVS Scooty KS (60 cc)
TVS Scooty Pep (75 cc)
TVS Scooty Pep + (90 cc)
TVS Teenz
TVS Teenz Electric
Mopeds
TVS XL 50(50 cc)
TVS XL (60 cc
TVS Eco
TVS Astra
TVS XL Super (60 cc)
TVS XL Super Heavy Duty
TVS Champ (60 cc)
TVS Super Champ (60cc)

HERO HONDA CBZ X-TREME
Price Rs 56000
Displacement 150 cc
Weight: 141 Kgs (Kick Start) / 143
Kgs (Electric Start)
4-stroke single cylinder
Idle engine speed 1400 rpm
BAJAJ PULSAR 150
Price (ex-showroom, Mumbai)
Rs 49,400-53,000
Top speed 107kph
0-60kph 6.25sec
Kpl 59.6 (overall)
TVS APACHE
Price: Rs.58,600/- (Pune)
Displacement 150 cc
Good Balance, Good brakes
4-stroke single cylinder
Electric start & kick start option
Six-spoke black alloy wheels

SCOPE OF THE STUDY
My project was based on the A COMPARATIVE STUDY OF CUSTOMER
SATISFACTION TOWARD PERFORMANCE OF HERO HONDA, TVS AND
BAJAJ BIKES and data was taken in the City Mathura only.
Marketing research shows more competition level in the market and it provide
current information about market share of moter bikes.At time which company is
more better to his competitor
This project is helpful leasing the risk involved in marketing decisions in
two ways by providing as follows-
(a) Current information for the marketing manager to take decisions.
(b) Generalized knowledge of theory about the making decisions
process.
In the light of above discussion I am summarizing the benefits of this
project as follows:
VALUABLE INFORMATION ABOUT CUSTOMER:-
Various valuable information about customer:- are made available by the
marketing research who are our customer for the brand of HERO HONDA bajaj
and Tvs bikes, Why they purchased companies product? What they feel after
purchase of a particular product about it.

Usefulness & Importance of the study
The study of consumer behaviour has very much usefulness &
importance to any managers in this rapidly changing environment.
This study provides very useful or important information’s to any
manager which is helpful to make future strategies & help in taking
decisions.
After the study of consumer behaviour regarding Hero Honda bikes
the manager comes to know following information:-
• Consumer Behavior.
• The Consumer.
• The Customer.
• The Consumer imagery.
• The Product image.
• Consumer Need & Motivation.
• Consumer Personality.
• Consumer perception.
• Consumer learning.
• Consumer Attitude.
• Consumer Persuasion.
• The Family.
• Social class.
• Personal Influence.
• Decision making.
CONSUMER BEHAVIOUR:-
Consumer Behavior: How a consumer behaves or acts or reacts
in making a purchasing of goods and services of his choice in
different situation.
CONSUMER: -

Anyone engaged in evaluating, acquiring, Using or disposing of
goods and services which he/she expect will satisfy his need.
CUSTOMER: -
Some one who purchase goods and services from a particular
store or company.
KINDS OF CONSUMER:-
• Personal consumers,
• Organizational or institutional Consumers,
1. PERSONAL CONSUMER:-
Those individuals who purchase goods and services for their
own use or for house bold consumption Expurchasing of shaving
cream or gifts. The goods are bought for final use by the individual
who may be referred to an “end consumer” or” ultimate consumer”
2. ORGANISATION CONSUMER:-
Those organization, government agencies and institute like
school, collage, churches, hospital, religious and political
organization. All of these purchase good and services in order to run
their organization weather for profit or not.
CONSUMER PERCEPTION:-
Perception is process by which individual’s select organize and
interpret stimuli into a meaningful and coherent picture of the world.
Perception has strategy implication for the market. Because
consumers make decision based what they perceive, rather than on
the basis of objectives reality.

PURCHASE BEHAVIOR: - Consumer makes three types of
purchases
1. Trial of purchases.
2. Repeat purchases.
3. Long term commitment purchase:*
1. TRIAL PURCHASES: -
When a consumer purchases a product or brand for the first
time and buy a smaller quantity then usual, this purchase would be
consider a trial.
2. REPEAT PURCHASE: -
When a new brand in an established product category tooths
paste, bikes, cola etc. Is found by trial to be more satisfactory or
better than other brands consumer are likely to repeat the purchase.
Repeat purchase behavior is closely related to the concept of brand
loyalty, which more firms try to purchase. Because it contributes to
greater stability in the market place
3. POST PURCHASE EVALUATION:-
As consumer use a product, particularly during a trial
purchase, they evaluate its performance in light of their own
expectations.
There are three types of evaluation
1. Actual performance matches expectations
2. Positive disconfirmation of expectations
3. Negative disconfirmation of expectations

COMPANY
“Hero”, is the brand name used by the Munjal brothers in the year
1956 with the flagship company Hero Cycles. The two-wheeler
manufacturing business of bicycle components had originally started
in the 1940’s and turned into the world’s largest bicycle manufacturer
today. Hero, is a name synonymous with two-wheelers in India today.
The Munjals roll their own steel, make free wheel bicycle critical
components and have diversified into different ventures like product
design. The Hero Group philosophy is: “To provide excellent
transportation to the common man at easily
affordable prices and to provide total satisfaction in all its spheres of
activity”. The Hero group vision is to build long lasting relationships
with everyone (customers, workers, dealers and vendors). The Hero
Group has a passion for setting higher standards and “Engineering
Satisfaction” is the prime motivation, way of life and work culture of
the Group.
In the year 1984, Mr. Brijmohan Lal Munjal, the Chairman and
Managing Director of Hero Honda Motors (HHM), headed an alliance
between the Munjal family and Honda Motor Company Ltd. (HMC).
HHM Mission Statement is: “We, at Hero Honda, are continuously

striving for synergy between technology, systems, and human
resources to provide products and services that meet the quality,
performance,
and price aspirations of our customers. While doing so, we maintain
the highest standards of ethics and societal responsibilities,
constantly innovate products and
processes, and develop teams that keep the momentum going to
take the company to excellence in the new millennium”. This alliance
became one of the most successful joint ventures in India, until the
year 1999 when HMC had announced a 100% subsidiary, Honda
Motorcycle & Scooter India (HMSI). This announcement caused the
HHM stock price to decrease by 30 percent that same day. Munjal
had to come up with some new strategic decisions as, HMSI and
other foreign new entry companies were causing increased intensity
of rivalry for HHM.
GROWTH
The business growth of Hero Honda has been phenomenal
throughout its early days. The Munjal family started a modest
business of bicycle components. Hero Group expanded so big that by
2002 they had sold 86 million bicycles producing 16000 bicycles a
day. Today Hero Honda has an assembly line of 9 different models of
motorcycles available. It holds the record for most popular bike in the
world by sales for Its Splendor model. Hero Honda Motors Limited
was established in joint venture with Honda Motors of Japan in 1984,
to manufacture motorcycles. It is currently the largest producer of
Two Wheelers in the world. It sold 3 million bikes in the year 2005-

2006. Recently it has also entered in scooter manufacturing, with its
model PLEASURE mainly aimed at girls. The Hero Group has done
business differently right from the start and that is what has helped
them to achieve breakthrough in the competitive two-wheeler market.
The Group's low key, but focused, style of management has earned
the company plaudits amidst investors, employees, vendors and
dealers, as also worldwide recognition. The growth of the Group
through the years has been influenced by a number of factors:
Just-in-Time
The Hero Group through the Hero Cycles Division was the first to
introduce the concept of just-in-time inventory. The Group boasts of
superb operational efficiencies. Every assembly line worker operates
two machines simultaneously to save time and improve productivity.
The fact that most of the machines are either developed or fabricated
in-house, has resulted in low inventory levels. In Hero Cycles
Limited, the just-in-time inventory principle has been working since
the beginning of production in the unit and is functional even till date..
This is the Japanese style of
production and in India; Hero is probably the only company to have
mastered the art of the just-in-time inventory principle.
Ancillarisation
An integral part of the Group strategy of doing business differently
was providing support to ancillary units. There are over 300 ancillary
units today, whose production

is dedicated to Hero's requirements and also a large number of other
vendors, which include some of the better known companies in the
automotive segment. Employee Policy:
Another Striking feature within the Hero Group is the commitment and
dedication of its workers. There is no organized labor union and
family members of employees find ready employment within Hero.
The philosophy with regard to labor management is "Hero is growing,
grow with Hero." When it comes to workers' benefits, the Hero
Group is known for providing facilities, further ahead of the industry
norms. Long before other companies did so, Hero was giving its
employees a uniform allowance, as well as House Rent Allowance
(HRA) and Leave Travel Allowance (LTA). Extra benefits took the
form of medical check-ups, not just for workers, but also for the
immediate family members.
Dealer Network
The relationship of Hero Group with their dealers is unique in its
closeness. The dealers are considered a part of the Hero family. A
nation-wide dealer network comprising of over 5,000 outlets, and
have a formidable distribution system in place. Sales agents from
Hero travels to all the corners of the country, visiting dealers and
send back daily postcards with information on the stock position that
day, turnover,
fresh purchases, anticipated demand and also competitor action in
the region. The manufacturing units have a separate department to
handle dealer complaints and

problems and the first response is always given in 24 hours.
Financial Planning
The Hero Group benefits from the Group Chairman's financial
acumen and his grasp on technology, manufacturing and marketing.
Group Company, Hero Cycles Limited has one of the highest labor
productivity rates in the world. In Hero Honda Motors Limited, the
focus is on financial and raw material management and a low
employee
turnover.
Quality
Quality at Hero is attained not just by modern plants and equipment
and through latest technology, but by enforcing a strict discipline. At
the Group factories, attaining quality standards is an everyday
practice - a strictly pursued discipline. It comes from an
amalgamation of the latest technology with deep-rooted experience
derived from
nearly four decades of hard labor. It is an attitude that masters the
challenge of growth and change - change in consumers' perceptions
about products and new aspirations
arising from a new generation of buyers. Constant technology up
gradation ensures that the Group stays in the global mainstream and
maintains its competitive edge.
With each of its foreign collaborations, the Group goes onto
strengthen its quality measures as per the book. The Group also
employs the services of independent experts from around the world
to assist in new design and production processes.

Diversification
Throughout the years of enormous growth, the Group Chairman, Mr.
Lall has actively looked at diversification. A considerable level of
backward integration in its manufacturing activities has been ample in
the Group's growth and led to the establishment of the Hero Cycles
Cold Rolling Division, Munjal and Sunbeam Castings, Munjal Auto
Components and Munjal Showa Limited amongst other
component-manufacturing units.
Then there were the expansion into the automotive segment with the
setting up of Majestic Auto Limited, where the first indigenously
designed moped, Hero Majestic, went into commercial production in
1978. Then came Hero Motors which introduced Hero Puch, in
collaboration with global technology leader Steyr Daimler Puch of
Austria. Hero Honda Motors was established in 1984 to manufacture
100 cc
motorcycles. The Hero Group also took a venture into other
segments like exports, financial services, information technology,
which includes customer response services and
software development. Further expansion is expected in the areas of
Insurance and Telecommunication.
The Hero Group's phenomenal growth is the result of constant
innovations, a close watch on costs and the dynamic leadership of
the Group Chairman, characterized by a culture of entrepreneurship,

of right attitudes and building stronger relationships with investors,
partners, vendors and dealers and customers.
Bajaj Auto came into existence on November 29, 1945 as M/s
Bachraj Trading Corporation Private Limited. It started off by selling
imported two- and three wheelers in India. In 1959, it obtained license
from the Government of India to
manufacture two- and three-wheelers and it went public in 1960. In
1970, it rolled out its 100,000th vehicle. In 1977, it managed to
produce and sell 100,000 vehicles in a
single financial year. In 1985, it started producing at Waluj in
Aurangabad. In 1986, it managed to produce and sell 500,000
vehicles in a single financial year. In 1995, it
rolled out its ten millionth vehicle and produced and sold 1 million
vehicles in a year.
Timeline of new releases
1971 - three-wheeler goods carrier
1972 - Bajaj Chetak
1976 - Bajaj Super
1977 - Rear engine Autorickshaw
1981 - Bajaj M-50
1986 - Bajaj M-80, Kawasaki Bajaj KB100
1990 - Bajaj Sunny
1994 - Bajaj Classic
1995 - Bajaj Super Excel
1997 - Kawasaki Bajaj Boxer, Rear Engine Diesel Autorickshaw

1998 - Kawasaki Bajaj Caliber, Legend(India's first four-stroke
scooter)
2000 - Bajaj Saffire
2001 - Eliminator, Pulsar
2003 - Caliber115, Bajaj Wind 125, Bajaj Pulsar
2004 - Bajaj CT 100, New Bajaj Chetak 4-stroke with Wonder Gear,
Bajaj
Discover DTS-i
2005 - Bajaj Wave, Bajaj Avenger, Bajaj Discover
2006 - Bajaj Platina
2007 - Bajaj Pulsar-200

Scooters
Bajaj Sunny
Bajaj Chetak
Bajaj Cub
Bajaj Super
Bajaj Wave
Bajaj Legend
Motorcycles
Kawasaki Eliminator
Bajaj Pulsar
Bajaj Kawasaki Wind 125
Bajaj Boxer
Bajaj CT 100
Bajaj Platina
Bajaj Caliber
Bajaj Discover
Bajaj Avenger
Bajaj Pulsar 220 DTS-Fi
Upcoming Models
Bajaj Krystal
Bajaj Blade
Bajaj Sonic
Bajaj XCD String

New Image
The company, over the last decade has successfully changed its
image from a scooter manufacturer to a two wheeler manufacturer,
product range ranging from Scooter ettes
to Scooters to Motorcycle. Its real growth in numbers has come in the
last 4 years after successful introduction of a few models in the
motorcycle segment.The company
is headed by Rahul Bajaj who is worth more than US$1.5 billion.

TVS MOTORS
TVS Motor Company has its origin in SUndaram CLayton Limited,
Moped Division, started in 1980. The factory was started in Hosur,
Tamilnadu in southern India. The first product launched was a 50 cc
moped, which appealed to the masses because of its capability to
carry two people. In the same location, the same promoters started
another company in 1984, in collaboration with Suzuki Motor
Corporation of Japan, for the manufacture of 100 cc motorcycles
under the brand name of Ind-Suzuki Motorcycles. Subsequently in
the moped division was bought by Ind Suzuki Motorcycles in 1987
and the company changed its name to TVS Suzuki Ltd. Even though
the company started producing all kinds of two wheelers like mopeds,
scooters and motorcycles, the collaboration with Suzuki continued for
the motorcycles only.
The collaboration with Suzuki Motor Corporation ended in 2001 and
since then the name of the company changed to TVS Motor
Company. The company now develops all types of two-wheelers
through its own in house R&D facility and manufactures in three
locations in India, Hosur in Tamlnadu, Mysore in Karnataka and
Baddi in Himachal Pradesh. It has recently started a new
manufacturing plant in Indonesia to
cater to the South east Asian market. The Chairman and Managing
Director of the Company is Mr. Venu Srinivasan who is the grandson
of TV Sundaram Iyengar.

TVS Group Companies
Sundaram Brake Linings
Sundaram Fastners
Southern Roadways
Sundaram Finance
Sundharams Private Limited
Brakes India Limited
THE MAJOR PRODUCTS
Motorcycles
TVS Ind Suzuki AX 100
TVS MAX 100
TVS MAX R 100
TVS Supra
TVS Suzuki Samurai
TVS Suzuki Shogun
TVS Suzuki Shaolin
TVS Suzuki Fiero
TVS Fiero
TVS Star
TVS Star City
TVS Star city deluxe
TVS Star Sport
TVS Fiero F2
TVS Fiero FX
TVS Centra
TVS Victor (110 cc)

TVS Victor GLX (125 cc)
TVS Victor EDGE (125 cc)
TVS Flame (125 cc,ccvti technology)
TVS Apache (150 cc,13.7 Ps @8500rpm)
TVS Apache RTR 160
TVS Apache RTR 160 EFI (Electronic Fuel Injection)
TVS Flame
Scooterettes
TVS Scooty ES (60 cc)
TVS Scooty KS (60 cc)
TVS Scooty Pep (75 cc)
TVS Scooty Pep + (90 cc)
TVS Teenz
TVS Teenz Electric
Mopeds
TVS XL 50(50 cc)
TVS XL (60 cc
TVS Eco
TVS Astra
TVS XL Super (60 cc)
TVS XL Super Heavy Duty
TVS Champ (60 cc)
TVS Super Champ (60cc)

OBJECTIVES OF THE RESEARCH
 To analyze the customer satisfaction.
 To analyze the customer preference.
 To know which manufacturer is providing better services.
 To analyze after sales services of bikes.
 To study the behavioral factors of consumers in motor
 To suggest various factors to improve sales

RESEARCH METHODOLOGY
It is well known fact that the most important step in marketing
research process is to define the problem. Choose for investigation
because a problem well defined is half solved. That was the reason
that at most care was taken while defining various parameters of the
problem. After giving through brain storming session, objectives were
selected and the set on the base of these objectives. A questionnaire
was designed major emphasis of which was gathering new ideas or
insight so as to determine and bind out solution to the problems.
DATA SOURCE
Research included gathering both Primary and Secondary data.
Primary data is the first hand data, which are selected a fresh and
thus happen to be original in character. Primary Data was crucial to
know various customers and past consumer views about bikes and to
calculate the market share of this brand in regards to other brands.
Secondary data are those which has been collected by some one
else and which already have been passed through statistical process.
Secondary data has been taken from internet, newspaper, magazines
and companies web sites.

RESEARCH APPROACH
The research approach was used survey method which is a widely
used method for data collection and best suited for descriptive type of
research survey includes research instrument like questionnaire
which can be structured and
unstructured. Target population is well identified and various methods
like personal interviews and telephone interviews are employed.
SAMPLING UNIT
It gives the target population that will be sampled. This research was
carried in Mathura (Distt Mathura) .These were 90 respondents.
Hypothesis- Hypothesis is framed based out of the urge to outline
and earmark factors and test their validity.
Null Hypothesis- There is no significant difference between relation of
established attractive parameters like fuel efficiency, design,
economy etc. and customer satisfaction.
Alternate Hypothesis- There is a significant difference between
relation of established attractive parameters like fuel efficiency,
design, economy etc. and customer satisfaction
DATA COMPLETION AND ANALYSIS
After the data has been collected, it was tabulated and findings of the
project were presented followed by analysis and interpretation to
reach certain conclusions.

SCOPE
My project was based on the A COMPARATIVE STUDY OF
CUSTOMER SATISFACTION TOWARD PERFORMANCE OF
HERO HONDA, TVS AND BAJAJ BIKES and data was taken in the
City Mathura only.

LIMITATIONS
1. Research work was carried out in one Distt of U.P. (MATHURA)
only the finding may not be applicable to the other parts of the
country because of social and cultural differences.
2. The sample was collected using connivance-sampling techniques.
As such result may not give an exact representation of the
population.
3. Shortage of time is also reason for incomprehensiveness.
4. The views of the people are biased therefore it doesn’t reflect true
picture

INTERPRETATION: - Out of the sample size of 90 customers, 30
customers are of Hero Honda, 30 are of Bajaj and 30 customers of
TVS bikes are taken into consideration.

INTERPRETATION: - In Hero Honda mostly the customers are
having splendor while the ratio of the customers using Passion,
Karizma and other bikes are comparatively low.
BAJAJ
INTERPRETATION: - In Bajaj the customers are giving more
preference to Discover and Pulsar models.

TVS
INTERPRETATION:- In TVS Bikes the customers are giving more
preference to the other models rather than Flame, Star city and
Apache.

INTERPRETATION: - The maximum numbers of customers that are
using these bikes fall in the income group of 200000-300000. While
this ratio is minimum in case of customers whose income level fall
between 300000-400000.

INTERPRETATION: - It is observed that mostly the customers are
having new bikes.
INTERPRETATION:- The customers are using their bikes mostly for
official and personal purpose.

INTERPRETATION: - It is observed that the awareness of Hero
Honda bikes mostly comes from friends while of Bajaj and TVS the
awareness comes from newspapers and televisions

INTERPRETATION: - Out of the sample size of 90 customers, 65
customers agrees
with the fact that advertisements play a very significant role in
influencing their
behavior to choose the bike. On the other hand 15 customers do not
agree to this fact.
While remaining 10 customers are not sure about it.

INTERPRETATION:- Out of the sample size of 90 customers, 55
customers says that they are satisfied with the performance of their
bikes. On the other hand 28 customers
are not satisfied with the performance of the bikes that they are
having. While the remaining 10 customers are unable to say
anything.

INTERPRETATION:- It is observed that most of the customers are
having full knowledge of the bike before purchasing.
HERO HONDA

INTERPRETATION:- In Hero Honda bikes the mileage of the bike
and the value that it adds to the status symbol of the customers
influences the decision criteria of most of the customers.
BAJAJ
INTERPRETATION:- In Bajaj bikes customers gets more influenced
by the price and quality of the bike and also they think that it adds
value to their prestige.

TVS
INTERPRETATION: - In TVS bike the economic price of the bikes
influences the buying behavior of the customers.

INTERPRETATION: - It is observed that in rating of different features
of different bikes people give maximum rating to the look and shape
of the bike. At the second level they give their rating to the pick up. At
the third level they rate mileage. And at the fourth level they give
points to maintenance. At last they rate price and brand image.

INTERPRETATION:- It is observed that the customers of Hero Honda
bikes are not ready to change their bikes even if a new bike comes in
with good features. While majority of the customers of Bajaj and TVS

are ready to change their bikes if new bike provides some good
features to them.
MAJOR INTERPRETATION-
Based on above analysis, Null Hypothesis is accepted. Thus, it is to
be seen that all factors like fuel efficiency, economy, design etc. add
up to customer satisfaction in his quest to get the best.

FINDINGS
 During this research project I came in to contact with many
customers who are having bikes.
 It has been found that in Hero Honda mostly the customers are
having splendor while the ratio of the customers using Passion,
Karizma and other bikes are comparatively low.
 In Bajaj the customers are giving more preference to Discover
and Pulsar models.
 in case of TVS Bikes the customers are givig more preference
to the other models rather than Flame,Starcityand Apache. The
maximum numbers of customers that are using these bikes fall
in the income group of 200000-300000.
 It has been observed that the customers are using their bikes
mostly for official and personal purpose.
 It is observed that the awareness of Hero Honda bikes mostly
comes from friends while of Bajaj and TVS the awareness
comes from newspapers and televisions.
 Out of the sample size of 90 customers, 65 customers agree
with the fact that advertisements play a very significant role in
influencing their behavior to choose the bike. On the other hand
15 customers do not agree to this fact.
 While remaining 10 customers are not sure about it.
 When the customers are asked that are they satisfied with the
performance of their bikes then most of them agrees to the fact.
Out of the sample size of 90 customers, 55 customers says that
they are satisfied with the performance of their bikes.

 On the other hand 28 customers are not satisfied with the
performance of the bikes that they are having. While the
remaining 10 customers are unable to say anything.
 It is observed that most of the customers are having full
knowledge of the bike before purchasing.
 It has been seen that In Hero Honda bikes the mileage of the
bike and the value that it adds to the status symbol of the
customers influences the decision criteria of most of the
customers.
 In Bajaj bikes customers gets more influenced by the price and
quality of the bike and also they think that it adds value to their
prestige.
 While in case of TVS bike the economic price of the bikes
influences the buying behavior of the customers.
 It is observed that in rating of different features of different bikes
people give maximum rating to the look and shape of the bike.
 At the second level they give their rating to the pick up.
 At the third level they rate mileage.
 At the fourth level they give points to maintenance.
 At last they rate price and brand image.
 It is observed that the customers of Hero Honda bikes are not
ready to changetheir bikes even if a new bike comes in with
good features
 . While majority of the customers of Bajaj and TVS are ready to
change their bikes if new bike provides some good features to
them.

Conclusion
1. Most of the Flame, Apache, Pulsar, CBZ & Karizma are purchased
by young generation 18 to 30 years because they prefer stylish looks
and rest of the models of Hero Honda, TVS and Bajaj are purchased
more by daily users who
needs more average of bikes than looks.
2. Hero Honda is considered to be most fuel-efficient bike on Indian
roads.
3. Service & Spare parts are available throughout India in local
markets also.
4. While buying a motorcycle, economy is the main consideration in
form of maintenance cost, fuel efficiency.
5. Majority of the respondent had bought their motorcycle more than
3 years.

RECOMMENDATIONS
1. Bajaj should introduce some more models having more engine
power.
2. Hero Honda should think about fuel efficiency in case of upper
segment bikes.
3. More service centers should be opened.
4. Maintenance cost and the availability of the spare parts should also
be given due importance.
5. They also introduce some good finance/discount schemes for
students.
6. The price should be economic

BIBLIOGRAPHY
1. www.herohonda.com
2. www.google.com
3. www.bajaj.com
4. www.twowheeler.com
5. www.extrememachines.com

225293787 piyush-report

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Was ist angesagt?

Was ist angesagt? (20)

Ähnlich wie 225293787 piyush-report

Ähnlich wie 225293787 piyush-report (20)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

225293787 piyush-report