Customer satisfaction towards Honda two-wheeler

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Customer satisfaction towards Honda two-wheeler

*Dr. V. Ramesh Naik ,**PemmanaPurshotham Reddy,

***A.Pruthvi Raj (MBA Students)

1Assistant Professor, Department of Management Studies,

Gates Institute of Technology, Gooty 2PG Student, Department of Management Studies, Gates Institute of Technology, Gooty

3PG Student, Department of Management Studies, Gates Institute of Technology, Gooty

Abstract:

This study is based to identify thesatisfaction level of Honda two wheeler bike users. This

Studyis mainly focused onthe factors in which the bike owners are satisfied or dissatisfied

with Honda two wheeler bikes Customer satisfaction is important to business from short &

long term point view. In short importance we can include worn & repurchase, while in long

term brand image and market share. If a customer is satisfied he will praise product his or her

friend, relatives or colleagues and he or she recommend the product to people he or she may

intend to buy the same product, or may buy again in near future one satisfied customer may

be the best means of advertisement. Hence short term benefits of satisfaction will pave may

to long term benefits empirical evidence regarding extend of negative versus positive word of

mouth in some equivocal. This study has under taken to know the customer satisfaction

towards Honda two wheeler bikes.

Key words: Customer, Satisfaction, Two Wheelers, Honda, Market share

Introduction:

Honda was established upon the fundamental belief in the value of each individual.

Based on our philosophy, we respect independent spirit and freedom, equality and mutual

trust of human beings who work for or come in contact with our company. As such our

management policies focus on developing and enhancing the essential characteristics that

every individual possesses - capacity to think, reason, and most importantly - the ability to

dream. Being the largest producer of 2-wheelers and one of the most admired companies in

the world definitely thrills us. But what thrills our associates most is the 'Joy of Creating', one

of our missions at Honda, which promotes working for our own happiness. If you have a

passion for 2-wheelers and possess a challenging spirit, your abilities are more important to

us rather than which university you passed from. India will be the biggest global market for

Honda's two-wheeler business by 2015 before eventually accounting for 30 per cent of its

overall market share. At present, this is 13 per cent but the company is going flat out with

new product launches as part of an aggressive growth strategy. The 110cc Dream Yuga

motorcycle, unveiled at the Auto Expo here on Thursday, will roll out this year for the mass

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market, a segment in which Honda's former partner, the Hero group, rules the roost with the

Splendour and Passion brands.

Objectives:

1. To study the influencing factors of customer satisfaction

2. To study the customer satisfaction level on Honda bikes

Limitations

They may be few opinions, which might have been missed out.The accuracy of the analysis

and conclusion drawn entirely depends upon the reliability of the information provided by the

employees.Sincere efforts were made to cover maximum departments of the employees, but

the study may not fully reflect the entire opinion of the employees.In the fast moving

changing employees behaviour, name new and better things may emerge in the near future,

which cannot be safeguard in this report.

Scope of the Study:

The scope is confirmed only to examine the “Customer Satisfaction “with reference to Honda

bikes” and to find possible remedies to counteract their competition

Methodology:

A research design is considered as the framework or plan for a study that guides as

well as helps the data collection and analysis of data. Present study is an analytical and

descriptive in nature and based on empirical study. The data was collected from both primary

and secondary sources. The primary source of data is respondents concerned and collected

by using a predefined questionnaire.The secondary sources include books, articles,

periodicals, newspapers, various reports, websites etc.

Secondary Data: Secondary data is collected from the company records publications of

Journals, Newspapers and Websites and websites.

Primary Data:Primary data is collected from the customers of Honda motors through

Questionnaire.

1. Research approach: Survey method

2.Research instrument: Questionnaire

3. Graphical Representation: Bar charts

4. Sampling Plan: Sampling unit: Customers of Honda bikes.

5. Sample size: 150 Sampling method: Convenience sampling method

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1. Are you customer of Honda bikes?

a. Yes b. No

Sl no Particulars No of response Percentage total

1 1.Yes 130 87

2 2.No 20 13

Total 150 100

Data Interpretation:

From the above data it is inferred that out of 150 respondents, 87 percentage of respondents

are customer of HONDA Bikes and remaining 13 percentage are NOT.

2. Are you aware Honda bikes?

a. Aware b. Not aware

Sl no particulars No of response Percentage

1 Aware 100 67

2 Not aware 50 33

Total 150 100

0

20

40

60

80

100

120

140

160

yes no total

no.of respondence

percentage total

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From the above data it is inferred that out of 150 respondent, 67 percentage of people

responded by the Aware and remaining 33 percentage by Not aware.

3.Which model you chose in Honda?

a. shine b. active c. unicorn d. dreame.honda CBR


1 Shine 55 37

2 Active 35 23

3 Unicorn 30 20

5 Dream 20 13

6 Honda CBR 10

7

Total 150 100

0

20

40

60

80

100

120

140

160

Yes No Total

No of response

percentage

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Now we can observed by the bar graphs 37 percentage of the people responded to use the

Honda shine, 23 percentage of the people respond to use the Honda ACTIVA and 20

percentage of the people respond to use by the Honda DREAM and 13 percentage of the

people respond by the Honda UNICORN and also 07 percentage of the people respond to use

by the Honda CBR.

4.How many years do you using Honda two wheeler?

a. 3years b. 5years c.7years d. Above 10


1 3 years 30 20

2 5 years 65 43

3 7 years 40 26

4 Above 10 years 15 10

Total 150 100

0

20

40

60

80

100

120

140

160

Shine Active Unicorn Dream Honda CBR

Total

No of respondence

Percentage

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From the above data 20 percentage of the people responded by the 3 years and 43 percentage

the people responded by the 5 years and 26 percentage the people responded by the 5 years

and 10 percentage the people responded by the 10 years.

4. Are you satisfied the price of the Honda two wheeler?

a. highly satisfied b. satisfied c. good d. unsatisfied

Sl no Particulars No of response Percentage

1 Highly satisfied 50 33

2 Satisfied 55 36

3 Good 30 20

4 unsatisfied 15 11

Total 150 100

0

20

40

60

80

100

120

140

160

3 years 5 years 7 years above 10

years

total

NO.OF RESPONDENCE

PERCENTAGE

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From the above data 33 percentage of the people responded by the highly satisfied and 36

percentage of the people responded by the satisfied and 20 percentage of the people

responded by the good and 11 percentage of the people responded by the un satisfied.

6. What are the factors influencing due to purchase of Honda bikes?

a. quality b. service c. good will d. non -of these


1 Quality 55 36

2 Service 40 27

3 Good will 52 34

4 Non-of these 8 4

Total 150 100

0

20

40

60

80

100

120

140

160

No of respondents

Percentage

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From the above data 36 percentage of the people responded by the QUALITY of the Honda

bikes and 27 percentage of the people responded by the SERVICES of the Honda bikes and

34 percentage of the people responded by the GOOD WILL of the Honda bikes and 4

percentage of the people responded by the none of these response.

7. How much of rating to you give for Honda bikes?

a.1 b.2 c.3 d.4 e.5


1 Rating 1 15 10

2 Rating 2 20 14

3 Rating 3 30 20

4 Rating 4 40 26

5 Rating 5 45 30

Total 150 100

0

20

40

60

80

100

120

140

160

Quality Service Good will Non of these

Total

No of respondents

percentage

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In the above diagram 14 percentage of the people responded give rating 1 and 20 percentage

of the people responded give rating 2, and 20 percentage of the people responded give rating

3, and 26 percentage of the people responded give rating 4 and 30 percentage of the people

responded give rating 5.

8. Will give rate on service station?

a. good b. bad c. very good d .none of these


1 Good 50 33

2 Bad 30 20

3 Very Good 60 40

4 None of these 10 7

Total 150 100

0

20

40

60

80

100

120

140

160

Rating 1 Rating 2 Rating 3 Rating 4 Rating 5 Total

No of respondent

percentage

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In the above diagram 33 percentage of the people responded by good and 20 percentage of

the people responded by bad and 40 percentage of the people responded by very good and 7

percentage of the people responded by none of these.

9. You opinion about performance level on Honda bikes?

a. exhalent b. good c. average d. below average


1 Exhalent 60 40

2 Good 50 33

3 Average 30 20

4 Below average 10 7

Total 150 100

0

50

100

150

200

Good Bad Very Good None of these

Total

No of respondent

percentage

0

20

40

60

80

100

120

140

160

Exhalent Good Average Below average

Total

No of respondent

percentage

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From the above diagram 40 percentage of the people responded by Exhalent and 33

percentage of the people responded by good and 20 percentage of the people responded by

average and also 7 percentage of the people responded by below average.

10. Satisfaction level on Honda two wheelers design?

a.highly satisfied b. satisfied c. good d. un satisfied


1 Highly satisfied 55 37

2 Satisfied 50 33

3 Good 30 20

4 Un satisfied 15 10

Total 150 100


From the above data 37 percentage of the people responded by the highly satisfied and 33

percentage of the people responded by the satisfied and 20 percentage of the people

responded by the good and 10 percentage of the people responded by the un satisfied.

11. Who influenced you buy the Honda two wheelers?

a. advertisement b. friends c. family d. your self

0

20

40

60

80

100

120

140

160

Highly satisfied

Satisfied Good Un satisfied

Total

No of respondent

percentage

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Sl no particulars No response Percentage

1 Advertisement 50 33

2 Friends 40 27

3 Family 35 23

4 Your self 25 17

Total 150 100


From the above diagram 33 percentage of people influenced by advertisement and 27

percentage of influenced by the friends and 23 percentage of people influenced by family and

17 percentage of people influenced by yourself.

12. Is Honda showroom provides free insurance?

a. yes b. no


1 Yes 100 67

2 No 50 33

Total 150 100

0

20

40

60

80

100

120

140

160

No respondent

percentage

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responded by the YES and remaining 33 percentage by NO.

13. Is Honda showroom giving any discount offer?

a. yes b. no


1 Yes 95 63

2 No 55 37

Total 150 100

0

20

40

60

80

100

120

140

160

Yes No Total

No of respondent

percentage

0

20

40

60

80

100

120

140

160

Yes No Total

No of respondent

percentage

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14. Is Exchange offer provided by the Honda showroom ?

a. yes b. no


1 Yes 90 60

2 No 60 40

Total 150 100




15. Is Honda showroom provides zero % down payments?

a. yes b. no


1 Yes 97 65

2 No 53 35

Total 150 100

0

50

100

150

200

Yes No Total

No of respondent

percentage

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16. Are you satisfied with the Honda bike features?

a. good b. bad


1 Good 125 83

2 Bad 25 17

Total 150 100



responded by GOOD and 17 percentage of people responded by BAD.

0

50

100

150

200

Yes No Total

No of respondent

percentage

0

20

40

60

80

100

120

140

160

Good Bad Total

No of respondent

percentage

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Findings

1. All the respondents were aware about this company

2. 33 percentage of customer to know the advertisement of Honda bikes through media, 27

percentage of customer were friends and 23 percentage of customer of customer were family

and 17 percentage of customer take decision your self

3. 73% of respondents aresatisfied with pick-up of the Honda Bikes and 27% of the

customers are dissatisfied.

4. 36% of the respondents are attract the quality of the service to choose this bike, 27% of the

respondents are like services and 34% of the respondents were like goodwill.

5. 40 % of the respondents felt the explanation to be “excellent”. And 33% of them “good”

and 20% felt to be “Average” and remain 7% “Below Average”.

6. 37 percentage of the people responded by the highly satisfied and 33 percentage of the

people responded by the satisfied and 20 percentage of the people responded by the good and

10 percentage of the people responded by the unsatisfied.

7. 83 percentage of customers satisfy by GOOD and 17 percentage of customer responded by

BAD.

Suggestions

1.The most important media for consumer durables is television. So, they should go for

television advertisements rather going for newspaper, the television advertisements

influences more on the people. They should spend some expenditure for T.V. advertisements.

2. Being the price of the Hondais high they should try to reduce prices because there are

many other competitors which can be selling at lower cost. If not, the sales may decrease.

3. More features should be added to the bikes according to the needs of the customer, because

their competitors are coming with new models. According to the competitors these people

should change the models or change the technology.

4. Company should give some incentives to the dealers for promoting the products of Honda.

They should not neglect dealers. They should select good dealers, which they can give

customer satisfaction.

5. Company should setup service centres at dealer level itself. They should train some

personnel for exclusive maintenance of these two wheelers. They should provide home

service to the customers. The personnel should be appointed by company to the dealers. The

service should be accurate

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Conclusion:

A study was useful in understanding the customer relationship management of Honda Bikes

among a various customers launching new formulations can make Honda to the pioneer in

many market segments. Honda was inferred that most customers of high-income group

preferred the supply of Honda Bikes. About all of customers are aware of Honda Bikes. Most

of the customers agree that Honda is best quality with reasonable price the attitude 83% of

customers towards price of Honda Bikes is satisfied. But 17% of the customers are asking for

improvement in the quality.

References

1. Philip Kotler 2000/e- Marketing Management

2. G.C. Beri- Marketing Research

3. Aaker Myers “Advertising Management” prentice Hall of India pvt. Ltd, New Delhi.

4. Kothari. C.R(1998).”Research Methodology”, H.S. Poplai for WishwaPrakashan, New

Delhi.

5. Philip Kotler., Grey Amstrong.,(1999) “Principles of Marketing”, AshokeK.Ghose., New

Delhi.

6. PhilipKotler.,(1999) “Marketing Management” AshokeK.Ghosh., New Delhi.

7. R.S.N. Pillai&Bagavathi., (1999)“Marketing Management” S. chand& Co. Ltd,

8. Rajan Nair.(1997) “Marketing” Sultan chands& sons, New Delhi,

9. S.A.Sherlekar,”Modern Marketing”Himalaya publishing House, Bombay.

Questionnaire:

1. Age of the respondent?

a.25 - 30b.31–35 c.36-40 d. 41 to above

2. Are you educated?

a. yes b. no

3. Gender?

a. male b .female

4. Are you customer of Honda bikes?

a. yes b. no

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5. Are you aware Honda bikes?

a. Aware b. Not aware

6. Monthly income of customer?

a.15000 b.20000 c.30000 d. above

7. Which model you chose in Honda?

a. shine b. active c. unicorn d. dream

8. How many years do you using Honda two wheeler?

a. 3years b. 5years c.7years d. Above

9. Are you satisfied the price of the Honda two wheeler?

a. highly satisfied b. satisfied c. good d. unsatisfied

10. What are the factors influencing due to purchase of Honda bikes?

a. quality b. service c. good will d. non- of these

11. How much of rating to you give for Honda bikes?

a.1 b.2 c.3 d.4 e.5

12. You opinion about performance level on Honda bikes?

a. exhalent b. good c. average d. below average

13. Satisfaction level on Honda two wheelers design?

a.highly satisfied b. satisfied c. good d. un satisfied

14. Who influenced you buy the Honda two wheelers?

a. advertisement b. friends c. family d. your self

15. Is Honda showroom provides free insurance?

a. yes b. no

16.Is Honda showroom giving any discount offer?

a. yes b. no

17. What is the Average mileage of Honda bikes?

a. 50 b. 55 c. 60 d. 70

18. Which colour do you selected in Honda bikes?

a. Red b. yellow c. white d. black

19.Is Exchange offer provided by the Honda showroom?

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a. yes b. no

20.Is Honda showrooms provide free services?

a. yes b. no

21. How many free services provide Honda showrooms?

a.1 b.3 c.2 d. above

22. Is Honda showroom provides zero % down payments?

a. yes b. no

23. Are you satisfied with the Honda bike features?

a. good b. bad

Customer satisfaction towards Honda two-wheeler

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