CONTENTS

CHAPTER PARTICULARS PAGE NO

1 RESEARCH DESIGN 1-7

2 THEORETICAL BACKGROUND 8-16
3 CUSTOMER SATISFACTION 14-37
4 DATA ANALYSIS AND 38-48
INTERPRETATION

5 FINDINGS, RECOMMENDATIONS 49-51

AND CONCLUSION

6 APPENDIX AND BIBLIOGOGRAPHY 52-56

A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

CHAPTER 1
RESEARCH DESIGN

INTRODUCTION:

Customer satisfaction is defined as a measurement that determines how happy customers

are with a company's products, design, services and capabilities. An organizations main
focus must be to satisfy its customer’s requirement and increase its sales, for this it is
important to understand the voice of the customer which provides detailed insights as to
what their customers want and better bridge their services or products and in turn help the
business improve or change its products and services. Royal Enfield one of the popular
brand and highest selling bike in India and outside India Royal Enfield motorcycle had
been sold in India from 1949 in 1955 the Indian government for a suitable motorcycle for
it police and Army for use patrolling the countries border has far as the motorcycle brand
goes through it would appear that Royal Enfield is the only motorcycle brand to spend 3
centuries and still going with continuous production

Marketing is the process of performing market research, selling products and services to
customers and promoting them via advertising to further enhance sales. Marketing as a
subject of study is now attracting increasing attention from firms, companies, institutions
and even countries. Customers are the important concept in marketing. It is being hard to
please the present day customers. They checkout the competitors with similar or at times,
even better offers. Customers are the king and without satisfyingtheir needs none can
exist in the corporate competitive world.

Madras motors are the makers of the famous Royal Enfield Bullet brand in India
established in 1955. In 1901 1st Motorcycle produced. They are one of the oldest and
most famous for their power stability and rugged looks. Royal Enfield has been updating
their motorcycle from their first model in order to provide the customers total satisfaction
from their bikes and keep up with the market trends. So this study is mainly focused on
analyzing the customer satisfaction of Royal Enfield Motorcycle.

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Royal Enfield moment at famous company limited Royal Enfield marketing was set up in
England in the year 1893 to manufacturing bicycle all the products.

company manufactured under Royal Enfield brand in 1899 is started

manufacturing four wheeler motor cars Royal Enfield quarter cycle which had invested
market because real mounted engine letter in 1901 Enfield manufacturing modified its first
motor cycle with 239 cc engine Royal Enfield Bullet the largest lode motorcycle design in
history due to its original production and responsible designer motorcycle in India Madras
Motors Company license from Royal Enfield for manufacturing in India Indian 1955
Madras Company Limited in 1952 the Enfield company is Royal Enfield Bullet year
choose a sad most suitable bike for its army and police to force analysis border result of
the bike is in 1954 good of India ordered 800 units of the 350 cc model Royal Enfield
Bullet in 1990 Royal Enfield collaborated with EICHER group which is one Automotive
company in India must with in 1994 has a further growing EICHER Motor Limited started
spending its manufacturing units across India Royal Enfield currently cells motorcycle in
more than more 50 countries which is Suspense by hardly dimension in globally sales in
2015 despite operating in a small target group that was specified markets Royal Enfield
return only the most admire to two wheeler brands in India the bike sale progressed by both
rural and a rural areas because it's original design and manufacturing standard .

OBJECTIVES OF THE STUDY:

 To understand the reasons behind purchasing Royal Enfield Motorcycle.

 To identify the satisfaction level of products and services offered by Royal Enfield
Motorcycle.
 To know the performance, quality, design, affordability and purchasing capability of
Royal Enfield Motorcycle.
 To identify the significant attachment/cooperation between customer satisfaction
and various factors of the product such as price, quality, comfort, etc on the basis of
various models of Royal Enfield Motorcycle.

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SCOPE OF STUDY:

The scope of the study includes Customers response and awareness towards the brand,
product, and services of Royal Enfield. Also to understand the customer’s Satisfaction
towards the product, services, and review obtained from the product and the variations
between the actual product and their expectations of Royal Enfield customers in KOPPAL
city and surroundings.

RESEARCH DESIGN:

Research is done by collecting essential information which helps solve problems related
to customer’s preference, satisfaction and overall feedback over Royal Enfield Bikes
effectively

NATURE OF DATA:

Primary and secondary data is collected in order to obtain relevant information to conduct
the research.

PRIMARY DATA:

Data was collected from current users of Royal Enfield of using a KOPPAL City
surrounding questionnaire order to obtain relevant information.

SECONDARY DATA:

Data was collected by browsing magazines, article and papers related to Royal Enfield
brand in India.

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SOURCES OF DATA:

 Primary data is collected from 50 Royal Enfield customers in Koppel city

surrounding by the use of questionnaire.
 Secondary data is collected from magazines, newspapers, etc.

SAMPLE DESIGN:

The research was carried out in various phases that constituted an approach of working
from whole to part it include part. It included subsequent phases trying to go deeper into
the user‘s psyche and develop a thorough understanding of that what the users looks for
while buying a bike

Size of sample 50

Sampling technique Convenient random sampling method

Location from which samples were taken Koppel city and surroundings

RESEARCH METHODOLOGY:

The research will be carried out in various phases that constitute an approach of
working from whole to part.

it includes subsequent phases trying to go deeper into the users psyche and develop a
trough understanding of what a user looks for while a buying a bike .The first phase is
completely internal where it is stormed over the most effective route of action considering
a bullet user in Koppel city surroundings are more in number. The second phase is with
some of the seasoned bikers who have been using bullets for some times now and are
generally known and respected amongst the bullet community.

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METHOD OF SAMPLING:

The sampling method used in this study is snowball sampling under the non probability
sampling method.

SIZE OF SAMPLE INFORMATION:

Data Has-been collected from 50 respondents of Koppel city and surrounding comprising
both male and female.

TOOLS FOR ANALYSIS:

Questionnaires were created in order to receive the necessary response required from the
sample to achieve the study objective. The main statistical and analytical tools used for
analyzing primary data and the relational dependence between variables are liker scale in
questionnaire, percentage and graphs.

PLAN TO ANALYSIS:

1 - Raw primary data has been collected with help of questionnaire the raw data has been
tabulated with the help of table from the table concept analysis and reference on which in
turn was used for interpretation based on these charts were prepared to better pictorial
understanding of the study.

2 - Set top inference and interpretation conclusion have been drawn which is followed by
suggestion keeping the objectives in mind throughout the study.

OPERATIONAL DEFINATIONS:

 CUSTOMER –Customer is a usually used to referral current or potential buyer user

of the products of an individual organization Kannada supplier seller or vendor.

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A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

 CUSTOMER SATISFACTION- a business term is a measure of how productsand

services supplied by a company meet her surface customer expectation customer
satisfaction is divided as the number of customer or percentage of total customer
who’s reported exercises with a form its products or IT services exceed satisfaction
goals.

 RESPONDENTS- a person who replies to something ESP one supplying

information for a survey or questionnaire or responding when advertisement.

 OBJECTIVE- alien that can be reasonable achieved with an expected time frame
and with available resources.

 BIKE -a motor vehicle with two wheels and strong frame.

 BUYING TO ACQUIRE in exchange for money or its equivalent purchase.

1.14. LIMITATIONS OF THE STUDY:

This research is geography restricted to Koppel city and surroundings hence the result
cannot extrapolated to other places.

 Sample size was limited in number. 50 respondents were chosen because of time
constraint.
 Some of the response was bias.
 The studies restricted only to the organized sector of two wheeler industry.
 Finding on the Sample Survey information executed by responding near me not be
true. Because some respondent may not be serious however all possible has been
made to collect the information as authentically as possible.
 All interview questions are undisguised direct and there is a scope for the respondent
to be bias or pretentious.
 This project has been taken on at the undergraduate levels of student is limited and
hence may not be professional enough.
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1.15 CHAPTER SCHEEM

CHAPTER 1: Research and design

A summery about the project showing its background, scope of the study, objectives of the
study ,research and design, nature of the data, source of data , sample design, research
methodology, method of sampling, size of sampling, tool for analysis, plane to study,
operational definitions ,limitations of the study which were used while considering the
project on this particular topic

CHAPTER 2: Theoretical background

A detailed insight into the working and main goals set by the company in its production
and objectives it’s trying to fulfill .it also focuses on the 2 wheeler industry the company
is involved in.

CHAPTER 3: Customer Satisfaction

In this chapter the customer satisfaction level about the company and their loyalty level
is to be identified to a particular topic

CHAPTER 4; Data interpretation and analysis

The systematic presentation and evaluation of the collected data, in order for the
information to be interoperated in such a manner ,that it can be used to conduct the study
and achieve necessary results

CHAPTER 5: FINDINGS, SUGGETIONS AND CONCLUSIONS

Declaring the final findings from the project and starting whether the expected results were
received and main reason for it

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CHAPTER- 2

THEORETICAL BACKGROUND

HISTORY OF COMPANY

Mid 19th century England the form of charge towns and company open it doors in the tiny
village of hunt and near the Worcestershire town of Red ditch The firm was specialized in
sewage needle send machine parts in the first flush shop enterprise fitting from one
opportunity to another day chanced Upon The parallel cycle trade little did theyknow then
it was the beginning of the making a making of a legend Sun George Town send and
company was manufactured in brand of bicycles and in 1893 its products behindto spot the
name in field under the NTT in field manufacturing company limited With The trademark
made like a gun the marquee was born.

INDUSTRY ; Motorcycle, lawnmowers Enfield motors (Enfield of

India)

SUCCESER FOUNDER : 1893 as Enfield manufacturing company limited

DEFUNCT 1971

HEADQUARTERS : REDDITCH, Worcestershire, England

FOUDER PEOPLE : Founders Albert EADIE and Robert Walker smith

PRODUCTS : Royal Enfield clipper, crusader, bullet, interceptor

PROFILE OF THE ORGANISATION

Royal Enfield is makers of the famous Bullet brand in India established in 1955 Royal
Enfield is among the oldest bike companies its steams from the British manufacturer Royal
Enfield at REDDITCH.

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Royal Enfield has IT headquarters at Chennai in India bullet bikes are

famous for their power ability and rugged looks it started in India for the Indian Army350
cc bikes imported in Kit s from the UK and assembled in Chennai after few years on the
systems of PANDITH Jawaharlal Nehru the company started producing the bikes in India
and added the 500cc bullets to it line within no time Bullet become popular in Indiatrailer
made for Indian roads motorcycle list in the country dream to drive it was particularly it a
favorite of the army and police personal in 1990 Royal Enfield ventured into collaboration
with EICHER group A leading Automotive group in India in 1990 andmerged with in 1994
apart from bikes EICHER group is involved in the production and sales of tractors
commercial vehicle send or two motive gave Royal Enfield made continuously in
Cooperative new technology and systems in its bikes in 1996 when the Government of
India imposed then norms for emission the Royal Enfield was the first motorcycle
manufacture to complete it was among the few companies in India to obtain the x whole
vehicle type approval for meeting the European community norms today Royal Enfield is
considered the oldest motorcycle model in the world still in production and Bullet is the
longest production Run.

AWARDS ON 2010

The New Year saw the down of India's most prominent Automotive show the Auto Expo
2010 held between January 5th and 11 at the PRAGATHI M MAIDAN in New Delhi the
event sir more than 400 global brands showcase in the new technology product and show
-off concept

Royal Enfield was also a part of the event displaying the recently launched in fieldClassic
500 MI and the Royal Enfield Classic 350 the main stay of the Royal Enfield display where
the sun to be launched variants of the Classic the Royal Enfield Classic Chrome and the
Royal Enfield Classic battle green the exporter now to be a rather rewarding experience
for Royal Enfield with the Royal Enfield Classic and the market in picking up as a many
as 5 awards.

Awards 2010

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- Apollo Auto India awards 2010; best brand

- ZIGWHEELS .com Viewers choice bike of the year 2009

-ZIGWGEELS. Com bike of the year above 251cc

-NDTV profit car and bike award 2010: Motorcycle of the year

-NDTV profit Car and bike awards 2010: best PR communications team.

EVALUATION OFVTHE ROYAL ENFIELD

THE BEGINNING -1851 to 1890

Hunt end, and England was a village of several Small miles manufacturing needle signed.
Fish Books it was here in 1851 that George Town, Send put up his needle making mill
which he Named giver works but it wasn't until his passing away that he is Sanchar and his
help brother first bone shakers a crude cycle it had a backbone of iron with wooden wheels
iron Tires and petals of triangular pieces of wood through the bike was a source ofsome
amusement jars and his team felt they could easily improve on it the earliest modern safety
bicycle with two wheels size about 1880 all manufacturers trying their hand

was dancing in his neighborhood a saddle that only use one length of wire into the two
springs and in the Framework this was adopted patented and marketed as the terms and
cyclist said and springs he had entered the bicycle part trade from the bicycle part down
sand slowly mode on the producing bicycles himself he was also applying a wild range of
the part 2 other manufacturers during work was growing rapidly were the next 3 years he
developed his own range of two doesn't machines each machine known locally as the towns
and cycle was reputed for its frame a character that all Enfield bikes follow.

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THE COMING INTO BEING 1891TO 1900

1891 A LITTLE TROUBLE –town sand got himself into a bit top financial trouble in
about 1890 and card in some financial from Birmingham unfortunately they didn't quit CI
to I so town send parted ways with the financial living the company to them the finance
share then about in Albert EADIE and R W Smith they to control of terms and November
1891 the following year the firm christened.

The EADIE manufacturing company limited soon after Albert

EADIE got a lucrative contact t to supply precision rifle parts to the Royal small arms
factory in Enfield middle sex

1892 KICK STARTING ROYAL ENFIELD - any company was created to market these
new design bicycles called the Royal Enfield manufacture company limited by October
1882 the Royal Enfield bikes where announced to the public the following year the world
Royal (after the royal small arms company) was added and the Royal Enfield begin then
in 1893 the Royal Enfield Trademark “made like a gun” appeared Britain was cut up in a
patriotic fever and the slogan cut the period of the time in 1899 the first mechanical vehicle
was advertised by Royal Enfield cycle company it was available in both tricycle and
quadratic cycle from powered by a de Dion 1.5 HP engine the high wheels solid tires black
chains and heavy cross frames had by then given way to Diamond frames the hide free
Wheel in field to speed up and the well known EADIA Coaster then came the rich model
with more refined fittings by 197 the cycle industry was still headquarter at ready
producing run of the mil conventional cycles.

1897-QUADRICYCLES

In 1897 RW Smith built himself a quadric cycle a simple bike with four wheels and French
engine place under the saddle between the rare wheels during the next 2 years several
developments were made above them and Enfield quadratic cycle completed the Thousand
Miles Road trial of 1900 organized by the automobile Club of Great Britainand Ireland
the Enfield vehicle was awarded the Silver model although it had its share of trouble and
breakdowns

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MOTORCYCLES (1900-1910)

1904-FOUR WHEELERS AND THREE

Buoyed by success Smith and EADIE decided to extend the range of quadric cycles and
Tricycle to improve motor cars the first Royal Enfield cars were built in 1991 and where
on the road in 1902 it was the 8 HP using ad on engine the body was made in Leicester and
painted yellow Hills car was known as” the yellow car” but this was a just temporary phase
a wild Romance that was soon to die

1909-MOTORCYCLE CRAZE

It would be interesting to not hear that motorcycle was thought to be a temporary

enthusiasm that would soon fed out a brief spin on a motorbike then took several hours of
preparations turning the tiny water cooled engine getting the types pumped the gears oil
and supply of spare parts packed in 1909 Royal Enfield to the biking world by surprise at
the motorcycle show that year the displayed a small 2.1/4 HP v twin engine machine built
in the switch tradition which ran very well a slightly larger model was developed in 1911
a 2 3/4 HP with all chain drive in cooperating the well known in field to speed gear this
models to dubbed until 1914

THE ROYAL ENFIELD BIKES (1911-1920)

1911-ENFIELD AND THE WAR

The First World War begin in 1914 Royal Enfield was

called on to supply motorcycles to the British were department and even awarded the
contract to build bikes for the Imperial Russian government during the same period the
machine gun combination and the 6 HP structure carrying outfit where some of the models
produced for the war purpose in field started using its own engine at 2:25 CCtwin
about this time post war it produce larger 976 CC twin and continue to produce the two
speed 2:25 l and till 1929 in 1917 the officer of the women's police 2 ¼ RE 2stroke.
Interesting leader models of this period featured 600cc inlet over exhaust closed

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value gear hand operated oil pump to speed counter shift gearbox and chain final drive in
the 1913 to 1949 field between the lubricating.

oil was contained in a glass tank attached to the frame to the Rain from the
Sea to the rare of the engine this world perfectly and had the added advantage to providing
and instant visual check of oil levels the 1915 make 675 cc in line 3 cylinder 2 stroke 4
photo type was the world's first with this configuration and engine type.

THE INTER WAR YEAR (1921-1930)

1924 THE FIRST FOUR STROKE - the intro war year was a period when the side car
reached Zenith in July 1925 the Royal Enfield v twin engine Dairyman’s outfit took part
in the ACU 6 days trailer commercial side car signed obtained a special certificate of merit
for completing and arduous course without loss of marks the year 1924 the launch of the
first infield 4 stroke 350 cc single using JAP engine.

1928 THE DEPRESSION -In 1928 Royal Enfield adopted saddle pranks and Centre
spring girder front force one of the first companies to do so the bikes now with a modern
appearance and comprehensive range mint continuous sales even during the dark days up
depression in grade Britain towards the end of 1930 in 1927 Royal Enfield produced 488
cc with four speed gearbox a new 225 CC side Volvo bike in 1928 A4 stroke single in 1931
several machines where produced in the next decade from a tiny to stroke 146 CC cycle to
1140 CC V twin in 1937 can you even imagine that royal Enfield range for 1930 consisted
for 13 models.

ESTABLISHING BULLET (1931-1940)

1933 the bullet arrives in 1931 A4 value single cylinder was introduced and
Christian Bullet in 1932 it had a inclined engine and exposed value gear of it was then that
the first use was made of the now famous Bullet name longer stroke four valued head
exposed values and heavily finned crank case where the feature that Rain from 1932 until
the end of 1934

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1940 THE SECOND WORLD WAR:

The most well known offering for the second world war was no doubt the flying flea also
known as the Airborne this lightweight 125 cc bike was capable of being dropped by
Parachute with airborne troops the flea fitted into a steel tubular cage called The Breed
cage which had a purchase attached to it the case added in picking turning handle bars
easily.

POST WAR BULLETS (1941-1950)

1948 BIGGER AND BETTER - the 1939 Bullet 350 kick started the post war models
they used to Rockers box for the first time this unable to better gas flow and consequently
higher volumetric efficiency Royal Enfield own designed and manufactured Telescopic
front four placed the REDDITCH Marquee at very fore front of motorcycle design the
biggest advancement introduced by the new bullets was its swimming arm rare suspension
system and Hydraulic damper units themselves in 1946 Enfield May Day J2 the first model
with Telescopic front end followed in 1948 by 100cc twin in fields( 25 BH answer to the
Triumph speed twin) which state in production until 1958.

1949 THE INDIAN DEBUT- in 1949 the 350 cc Bullet was launched in India when
Madras Motors own an order from the Indian Army for the supply of motorcycles it was
the beginning of the reign of the bulletin subcontinent the Madras Motor company started
off by receiving the bulletin kids and simply assembling them then they begin making the
frames after this Enfield started sending the engine in parts to be assembled in India
eventually they were also manufacturing the engines which meant the that they were
making the complete bike for the next 30 years the design of their bike remained unchanged
in 1950several models were introduced the 650 cc meteor twin : 250 CC clipper a short
stroke 250 cc Crusader 250 CC trials super 5 Continental500 sports twin
:constellation and the. Interceptor

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A TALE OF TWO CITIES (1951-1960).

1951 IN THE UK -never before in British automobile history had so much been done in
single decade not just buy Royal Enfield but the every other Marquee.

Of the time all new engines all new configuration new paint schemes new capacity classes
the motorcycle is had never had such a while choice your before then 1950 is saw the
market open up the both ways downloads for smaller capacity light and mane useable
machines and afford for larger capacity high power died reliable motorcycles the Royal
Enfield showrooms in the UK so everything from 125 cc to strokes to the my place 700cc.

1955 MEAN WHILE IN MADRAS

The Indian Army the sole reason why the bullet was about to India in the first place
interested that they would continue doing business with Madras motors only if the bullet
was produced indigenously the Enfield India Bullet of the late 50 was quiet a different
motorcycle from the one we are used to today using the famed LUCAS MAGDYNO
ignition system in the 1955 Bullet was almost take clone of the 52 REDDITCH bullet the
frame electric tinny ware and rolling chases however where to And group many changes
over the next 10 years with the bullet slowly evolving into the familiar from we know and
love today.

A TALE OF TWO CITIES BRACKET (1961 TO 1970)

1961 TO 1970 1961 BLACK IN THE UK- in 1961 the badge arrangement with
Indian had ended so infield was no longer sold under the Indian marquee

[Royal Enfield revealed British EMC company acquired the Indian sales corporation in
1959] however in 1961 Eddie MULDER on the Big Bear ENDURO on an Enfield which

Give the company A New foothold in under its own name and started a new marketing of
the product models available in the US that year included

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A 700CC twin 9 6th scramblers ranging from the 250CC Hornet to the find 500CC
if free furry two 700CC interceptor Elliot Schulz also dominated.

The half mail dirt track in Los Angeles on a infield that their infield 131 out of 39 races
in 1961 and had several spectacular victorious In 1964 Royal Enfield and arrived on the
continent but things at REDDITCH had hit a bad patch.

1963- BUT BACK HOME IN MADRAS

By 1970 Enfield India was company established in its own right And with their production
line going full steam the need for collaboration within field of the UK and leers up UK was
no longer seen but the bullet flew true and strong a number of changes had already been
made to the teen where on the bullet MUDGAURDDESIGN took on different forms
Peeking into account the slushy Find Missy road condition during the Indian monsoon the
MAGDYNO also gave way to the alternator Delco.

Ignition system and front and rear hubs were designed to provide more efficient cooling
for Indian conditions and thus improving breaking performance.

ALL THAT IN ENFIELDS IT DOESN’T A BULLET (1971 TO 1980)

1973 THE MINI BULLET- with the success of the Sherpa Enfield India launched at 173
CC Villiers powered Crusader in India In1973 a totally indigenous effort this small
motorcycle used many bullet chases part including four legs and mudguards and instantly
forward a market among the many that wanted a bullet but were different about handling
its weight and size the mini bullet two was introduced this year this motorcycle was a
200CC two stroke porting contemporary design in field India attempted to reach out to the
young market providing them with a zippy reliable and economical to stroke.

TOUGH TIMES AHEAD (1981 TO 1990)

1983 HERE COMES THE LIGHTWEIGHTS- like the edge that goes when The
going got tough that’s when the tough get going Enfield India got securely into the fray

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with this level of lightweight machines the 50CC silver plus step through and explorer
motorcycle and launched powered by the ZUNDAPP engineered 50 CC 6.5 HP 2 stroke
motors these bikes redefined the entry level segment the silver plus initially at 2 speed
and then later with three speed found a ready market not only among the ink office going
mail but among increasing number of woman who found a step through design convenient
the explorer with its contemporary bikini firing and fastback tailpiece both bikes spotted
alloy wheels a first in India close on the heels of the little wonders come down fury 175
powered by a 175 John ZUNDAPP 2 stroke engine with a 5 speed gearbox this refreshing
liquid motorcycle came fitted with a hydraulic disc brake again a first in the country and a
bike many feel much too early in India.

1984- BRAND NEW VINTAGES –1984 brand new vintages The 80s also saw the bullet
in many different avatars the deluxe models a field in repellent Chrome andmetallic colors
end 12 Volt electrical wire offered and option to add the brighter lightningand easier string
it was also the also the when Enfield India grew confident enough about their flagship
product to be begin sending calls back to Newcastle owning to their status as a brand new
vintages Enfield bullet found strong niche market in the UK and Europe among people
looking to come back to motorcycling.

ENFIELD BECOMES ROYAL AND FIELD ((1991 To 2000)

1990 HEAVY FUEL- the 1918 saw many revolutionary models from the company the
Taurus diesel what is the first production diesel motorcycle in the world

1993 BULLET 500-The bullet 500 was launched in June this year it went on to become
the most converted model.

1994 ACQUIRES IN FIELD-In March the allowing company got a new lease of life when
I clear group acquired in field India company the company name changed to Royal Enfield
motors limited.

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BUT I DIDN’T FIELD (2001 TO 2010)

2001-

the daredevils the motorcycle display team of course up signals Jabalpur performs human
pyramid of two not one men none 10 infield 350CC bikes and rides a distance of more than
200Two not one men none 10 in field 350CC bikes and rides a distance of more than 200
meters

2002 –

India’s first cruiser the Thunderbird is launched BBC wheels awards at the best crusher
2002 title The Bullet Machismo Enter into Commercial Production Dan Holmes and
Johnny SZOLDRAK With the win on the national road race championships 60s class on
a bullet.

2003 –

The first RIDER MENIA gets together is held in Guards arm formed in PUNE the bullet
enters the automotive hall of pride at the ICICI over Drive awards thousand Raiders
descend on REDDITCH for the Royal Enfield owners club 25th anniversary Royal Enfield
is one of the top 10125 to 500 CC brands in UK.

2004 –

Blue 2004 bullet Electra is launched the retro styled bullet machismo Is rated number one
CRUISER in TNS auto car survey the bullet Electra international with lean burn engine is
launched in the UK 34 men tried simultaneously on a bullet setting new world record.

2005-

Royal Enfield India celebrates 50 glorious year of motorcycling and well is a blueprint of
the future the 2005 bullet Electra features revolutionary 5 speed left side gear ship that
makes the marquee more accessible for motorcyclist the legends rides on

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2006 –

Royal Enfield develops a fully integrated twins park 5 speed engine that delivers a dramatic
increase in performance and efficiency the new engine will power all domestic kind
international models from2007 onwards.

2007 –

Writing free lunches the all new limited edition MACHISM 500 LP with customized
accessories the legendary bullet 350 needs no introduction now bullet 350 is with all new
use C engine this classic machine has kept pace with advances in engineering and
economics without diluting its impeccable Pedigree along wheelbase and bigger tires
provide increased stability and road grip making it ideal for long distance travel it’s
aristocratic black and gold livery and trumping in beat reminded password by that they are
in the presence of Automotive Royalty.

2008 -

The Thunderbird twins park will be the first model to future violin field revolutionary you
need contradiction engine all the well loved features of the Thunderbird have been retained
and enhanced in some cases also the twin benefit of improved performance and engine
efficiency makes this motorcycle hard to beat in terms of pure reading nature and visual
delight the evolutionary mix of old and new features in this motorcycle will see you surely
delight its owners.

2009 –

The smaller twin of the classic 500 the classic 350 will hold its over against any other
motorcycle and then pull some more the classic 350 shares it power plant with a legendary
Thunderbird the torque move flat in mountains and the fuel efficiency to cross entire ranges
comes in the same understated it’s charming styling this is a motorcycle thatdoes not need
to show to be hard born rich heritage and bred with royal elegance this isit thumper has
all the qualities it typical Royal Enfield appreciated then appreciated now why ride a lesser
bike nothing more to be said.

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2011-

Royal Enfield riders around the world are encouraged to go for a ride on the inaugural
‘One Ride’ event. It becomes an annual ride, taking place on each first Sunday in April;
The Company acquires 50 acres of land at ORAGADAM for its new plant. A factory
organized trip crosses the Nepalese border for the first time with ‘Tour of Nepal’.

2012-

Royal Enfield launches its first highway cruiser, the all-black thunderbird 500. Work on
the new ORAGADAM factory continues.

2013-

Forty-eight years after developing its first production café racer, Royal Enfield rolls out
the all-new Continental GT. Featuring a cradle frame designed by Harris Performance and
a 535cc UCE engine, this new café racer becomes the starting point for numerous custom
builds.

2014-

Royal Enfield introduces a new retail experience in India with the opening of the first-of-
its-kind exclusive gear store at Khan Market, The Company acquires Harris Performance,
a renowned British motorcycle design and fabrication firm, to enhance its engineering
and product design capabilities.

2015-

Royal Enfield North America is established. With headquarters in Milwaukee,Wisconsin,

it’s the company’s first direct distribution subsidiary outside of India.

2016 –

Royal Enfield debuts the Himalayan, its first adventure motorcycle. With an all-new 411cc
SOHC engine and long reach suspension, it’s designed to give adventurous riders the right
tool for all roads

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2017-
The new Royal Enfield Technology Centre opens at
BRUNTINGTHORPE Proving Ground, near Leicester in the UK. A team of over 100
engineers, designers and testers begin work on research, development and long-term
product strategies Production commences at the company’s third plant. Located at
VALLAM .VADAGAL, near Chennai, this world-class manufacturing facility is dedicated
to producing Royal Enfield 350cc machines. The new 650cc Royal Enfield Interceptor and
Continental GT twins are unveiled at the EICMA Motorcycle Show in Milan, Italy, and at
Rider Mania in Goa, India. The company opens its first café, called the Royal Enfield
Garage Café, in BAGA, Goa.

2018 –
The Royal Enfield Classic 500 Pegasus, a homepage to the WWII Royal Enfield Flying
Flea, is launched at the Imperial War Museum, DUXFORD, UK. Limited to just 1000
individually numbered motorcycles worldwide, the Indian market allocation of 250
machines sells in less than 3 minutes. Carla Riva, an 18-year-old racer from California,
sets a new land speed record of 157.053 mph during Speed Week at the Bonneville Salts
Flats. Her bike, a Continental GT 650 twin, is specially prepared for Bonneville with S&S
Cycle engine tuning .and a Harris Performance frame. With design cues taken from the
1140cc KX V-twins of the late 1930’s, the 838cc KX Concept V-twin demonstrates the
capabilities of the design team at the UK Technology Centre. Featuring girder forks with
an integrated headlight and a single-sided rear, it is the star of the show when unveiled at
EICMA.

2019 -

A team of eleven Indian Army and Royal Enfield riders summit the 5,540m Karakoram
Pass on Himalayans despite treacherous snow, ice and temperatures below -30°. It is the
first time the pass has been reached by motorcycle. The Bullet Trials Works Replica 500
is launched as a homepage to Johnny BRITTAIN’S all-conquering trials mounts of the
1950s. The Interceptor 650 wins the prestigious Indian Motorcycle of the Year award.

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The 650 twin is also named Bike of the Year in the Times Auto Awards, Motorcycle of
the Year by Auto car and Two Wheeler of the Year by Bike India.

It is voted Best Modern Classic Middleweight in Thailand and Best Retro

Bike of the Year by MCN in the UK.

2020 -

Production of the 500cc UCE engine comes to an end. Its swansong is the limited edition
Classic 500 Tribute Black. A new Royal Enfield CKD assembly line is set up in Buenos
Aires, Argentina. The President of Argentina, Alberto Fernandez, attends the opening
ceremony. Make-It-Yours (MIY) .a unique motorcycle personalization initiative goes live.
Customers can configure their motorcycle when making a booking on the Royal Enfield App,
website or in-store. The Meteor 350 cruiser is launched in India to great acclaim. It has an all-new
chassis and engine and features the new Royal Enfield Tripper turn-by-turn navigation device.

2021 -

Firstly, the Royal Enfield Classic 350 won’t only feature new color schemes, but also use
updated graphics. The green motorcycle in the pictures sports a swooping gold decal on
the tank, which ties in with the old-school styling of this bike rather well. The bike in the
image also appears to be fitted with a headlight cap and a brown seat. The brown seat could
be an accessory like the headlight fitting, or it could be on offer with select color schemes.
The upcoming bike will also be available with the Signals color scheme like thecurrent-
gen model.

2022 –

Known for their unique custom designs, Rasputin customs has modified the royal Enfield
650 in bobber shape. Check out all the details of star light

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CHAPTER-3

CUSTOMER SATISFACTION

CUSTOMER STISFACTION

Customer satisfaction a business term is a measure of how product and service supplied by
a company meet or surpass customer expectation customer satisfaction is defined at the
number of customers or percentage of total customer whose reported experience with a
permits products or its service exceed specified satisfaction goals It is seen as a key
performance indicator within business and his part of the four of a balanced scorecard in
a competitive Marketplace were business compete for customers customer satisfaction is
seen as a key differentiator and increasingly has a become a k element of business strategy
within organization customer satisfaction readings can have powerful effects they focus
employees on the importance of full feeling customer expectation for further more when
these ratings deep war of problem that can affect the sales and profitability these new
matrix quantify and important dynamic when a brand has loyal customers it gains positive
word of mouth marketing which is both free and Highly Effective in researching
satisfaction from generally ask customers weather their product or servicehas met or
exceeded expectation does expectations are key factor behind satisfaction when customers
have high expectation and the reality Falls shirt they will be disappointed and will likely
rate there experience as less than satisfying for this reason a luxury Resort for example
might receive a lower satisfaction rating then a budget motel even though it's facilities and
services would be deemed superior in absolute term.

CUSTOMER SATISFACTIONIN SOME STEPS

1. ENCOURAGE FACE TO FACE DEALING

This is the most daunting and downright carry part of interacting with a customer if you
are not used to this sort of thing it can be a pretty nerve-wracking experience rest assured

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through it does get easier overtime it's important meet your customer face to face at least
once or even choice during the course of a project.

2. RESPOND TO MESSAGES FROM CLAY AND KEEP YOUR CLIENTS

This goes without saying annoying it is to wait days for a responses to an emails are phone
cell it might not always be practical to deal with all customer queries with space offew
hours but at least email or call them back and let them know you have received their
message and you are you will contact him about it as soon as possible if you are not able
to solve a problem right away let the customers know working on it.

3. HAVE A CLEARLY DEFINED CUSTOMER SERVICE POLICY

This may not be to important when you are just starting out but a clearly defined customer
service policy is going to save your lot of time and effort in the long run if a customer has
a problem what should they do? If first option doesn’t work then what?

Should they contact different people for billing and Technical enquiries?

They are not satisfied with any aspect of your customer service who should they tell?

There's nothing more annoying for a client then being passed from person to person or
not knowing who to return to submit sure your customer service policies present on your
side and anywhere else it may be useful.

4 .BE FRIENDLY APPROACHABLE

A fellow site pointer once told me that you can hear a smile through the phone this is
very true it's very important to be friendly courteous and to make your clients feel like
you are their friend and your dear to help them out there will be time when you want to
be your kinds over the hard repeatedly with a blunt object it happens to all of us it's vital
that you keep clear head respond to your clients wishes to best you can end at all times
remain polite and courteous.

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5. ATTENTION TO DETAIL

Have you ever received a Happy Birthday emails or cards from a company you wear a
client of? You have Your Had a personalized sign up confirmation email or a service that
you are could tell was typed from scratch?

These little niceties can be time consuming and horn always cost effective but remember
to do them even if it's all small age sending a Happy Holidays email to all your customers
it's something it's shows your care it shows there are real people on the other end of the
screen of telephone and most importantly it's make the customer feel welcome wanted and
valued.

6. HONOR YOUR PROMISES

It's possible this is the most important point in this article the sample message when you
promise something deliver clients don't like to be disappointed sometime something may
not get done or you might me said deadline through no fault of your own projects can be
late Technology and assurance it will be ready yes ASPA Wouldn’t go a miss.

7. ANTICIPATE YOUR CLIENTS NEED AND GO OUT OF YOUR WAY TO

HELP THEM OUT

Sometimes this is easier say that done however achieving this Supreme level up
understanding with your clients will do wonder for your working relationship

FACTORS AFFECTS ON THE COSTOMER SATISFACTION

CULTURAL FACTORS

Culture is crucial when it comes to understanding the needs and behavior of an individual.
The values, perception, behavior and preference are the factors basicallylearned at
the very early stage of childhood from the people and the common behaviors of the culture.
Norms and values are carried forward by generations from one entity to theother. Culture
factors represent the learned values and perceptions that define consumer wants and
behaviors.

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Consumers 17 are first influenced by the groups they belong to but also by the
groups (inspirational groups) they wish to belong to. Factors affecting customer
satisfaction

Several factors like psychological, personal, social and cultural factors influence the
purchasing behavior of the consumer.

PSYCHOLOGICAL FACTORS

Many psychological factors like motivation, perception, learning, attitudes and beliefs play
a crucial role in purchasing a particular product and services. To increase sales and
encourage the consumer to purchase the service, organization should try to create a
conscious need in the consumer & mind which develops an interest in buying the service.
Similarly, depending on the experiences of the experiences, beliefs, and personal
characteristics of the consumer, each individual has a different perception from one
another. Hence, the study of consumer buying behavior is a gateway to success in the
market. 16 Overall the result shows that the brand image, value, price, health concern and
quality influences customer satisfaction.

PERSONAL FACTORS

This consumer behavior includes personal factors such as age, occupation, economic
situation, and lifestyle. Consumer changes the purchase of goods and services with the
passage of time. Occupation and the economic situation also have a significant impact on
buying behavior. A person with high income chooses to purchase expensive product and
services. On the other hand, a person with low income chooses to purchase inexpensive
product and services. The lifestyle of customers is another crucial factor affecting the
consumer buying behavior. Life style refers to the way a person lives in a society and is
expressed by the things in the surroundings.

SOCIAL FACTORS

Human beings live in an environment surrounded by several people who have different
buying behavior. A person’s behavior is influenced by small groups like family, friends,

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social networks, and surroundings who have different buying behavior. These groups form
an environment in which an individual evolves and shape the.

COMPONANTS OF CUSTOMER SATISFACTION

 Commitment
 Quality
 Value of efficiency
 Timelessness
 Access
 Self management
 Environment
 Team work
 Commitment
 Innovation

CUSTOMER ORIENTATION

Market economy survive by producing good that persons are willing and able to buy
consequently ascertaining customer demand is vital for a forms future visibility and even
exists as a Going concerned many companies today have a customer focus this implies that
the company focus its activities and product on customer demands generally thereare
three ways of doing this the customer driver approach the market changes identification
approach and the product innovation approach.

in the customer driver approach customer wants are the driver of all strategic marketing
decisions no strategy is perused until it fastest test of consumer research your aspect of the
marketing of ring including that he nature of the product itself is a driver by the needsof
potential customer the starting point is always the consumer the rational for this approach
is that there is no reason to spend our and deep funds developing products the people will
not buy history at least two many products that were commercial failure inthe spite of
being Technology break the

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A formal approach to this customer focused marketing is known as Siva solution

information value and access this system is basically the four piece renamed and rewarded
to provide a customer focus the Siva model provides a demand customer centric alternative
to the well known for piece supplies side model ( product priceplacement promotion ) of
marketing management.

 Product -solutions
 Price -value
 Place -access
 Promotion -information
 4p’s where problem it or wear not in the marketing factor of the business a business
couldn't been traveling either companies may affair in the surroundings of the
company so the consumer demand on its product will decreases.

OBJECTIVES OF CUSTOMER SATISFACTION PROGRAM

Our programmer research based build on the three concern stones of customer satisfaction
product quality process and procedure locality and relationship quality our typical program
Axis specifications under each component for

1. PRODUCT QUALITY

 Enhance customer value

 Comparative pricing
 Validated ,tasted ,simulated to clients specifications
 State of the art technology
 Meets or exceeds expectations

2. PROCEDURAL QUALITY

 Appropriate adjustment
 Order through delivery process best competition
 Easy of tracking

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 Package route to prevent damage in shipment

 Environmentally friendly packing
 One time Delivery
 Inventory meets needs
 Accurate fulfillment
 Easier ordering

3. RELATIONSHIP QUALITY

 Product knowledgeable contacts

 Knowledgeable about client needs
 Communicates at client knowledge level
 One stop problem resolution
 problem solved at the root cause
 legendary customer service benchmarks competition

THE TAILORED PROGRAM PROVIDED STATISTICALLY VALID

COMPARISON DATA OF YOU TO YOUR COMPETITION ONE OF THE
FOLLOWING ACTIONABLE AREAS

 Responsiveness
 Competitiveness
 Innovativeness
 Quality
 Quality customer
 Long term partnering
 Customer service

Add accurately qualifies your competitive strength and weakness of forever customer
perceptive using the data it will help you focus strategic efforts to retain and increase
market share the program also provide a direct measure of the effectiveness of initiatives
your organization has implemented during prior year the that is you will have quantifiable.

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Internal benchmarks on the repeat annual service to judge progress based on action you
have taken during the previous 12 months.

HANDLING CUSTOMER COPLAINTS

A complaint is any measure of dissatisfaction with your product or service even if it’s
unfair untrue or painful to hear complaints may be about.

 Service content delivery or quality

 Documentation
 Billing
 follow up
 Response time
 Personal
 Communication
 Communication
 Requests

CUSTOMER COMPLAINT RESOLUTION PROCESS

1 .FOCUS ON THE CUSTOMER

if you can’t immediately solve the problem respond to the customer and identify owner
who will be responsible for final resolution complete the communications loop with
customers if you however if word complaint to others make sure there’s closer if you have
left to the customer hanging without their response you have become part of the problem
closer if you have left to the customer hanging without their response you have become
part of the problem.

2. FOCUS ON THE COMPLAINT

Collect complaints from all external customer side can’t take your eyes game movie
that allows you to analyze data see trends patterns concentrations ETC

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3. FOCUS ON PROCESS IMPROVEMENT

use the database of complaints to define process that are important from the customers
perspective and to improve the most critical ones based on analysis of the database make
appropriate investment to prevent issues that result in customer complaints if you can think
of complaints as useful data for making process improvements in your organization you
will go a long way towards making changes that will differentiate you and make yourwork
life easier more fun and more responsive to customer needs.

APPROACHES TO DEALING UNSATIFIED CUSTOMERS

1. FIRST LISTEN CAREFULLY TO WHAT THE CUSTOMER HAS TO SAY

AND LET THEM FINISH
don’t get defensive the customer is not attracting you personally here she was a problem
and he’s upset repeat back what you are having to show that you have listened.

2. ASK A QUESTION IN A CARING AND CONCERNED MANNER

The more information you can get from the customer the better you will understand his
or her to jump it conclusions.

3. PUT YOURSELF IN THEIR SHOES

As a business owner your goal is to solve the problem not argues the customer needs to
feel like you are on his or her side and that you with the situation.

4. APOLOGIZE WITHOUT BLAMING

When a customer sends that you are sincerely sorry it usually diffuses the situation doesn’t
play one other person or department just say I’m sorry about that.

5. SOLVE THE PROBLEM OR FIND SOMEONE WHO CAN SOLVE IT

QUICKLY

Research indicates that customer prefer the person they are speaking with two instantly
solve their problem when complaints are moved up the chain of command the Become
more expensive to hand line only add to the customers frustrations.

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6. ASK THE CUSTOMER WHAT WOULD BE AN ACCEPTABLE SOLUTION

TO YOU

Whether or not the customer knows what a good solution would be I have found it’s best
to propose one or more solutions to alleviate his or her pain becoming partner with the
customer in solving the problem.

CUSTOMER LOYALTY

Obtaining it through understanding customer loyalty is perquisite for the execution of the
research at hand for that the development of customer loyalty research within the
framework of relationship marketing will be presented first before different customer
loyalty concepts will be introduced from these concepts a definition of customer loyalty
for use in this study will be derived before both consequence and Op customer loyalty will
be portrayed

Since the beginning of the 1990s customer loyalty has gained importance both in
relationship marketing research and in business in business this can be attributed to
changing market and competition environments due to a shift from a seller to a buyer’s
market and because Of an increasing degree of globalization most industries find
themselves confronted with new challenges in a first phase firms tried To face these
challenges by focusing on their internal processes and organizational structures trying to
achieve cost reductions by concentrating and internal improvements a second phase of
external focus followed where firms directed attention to their customers trying to retain
existing ones and two win over new ones since acquiring new customers is much more
expensive than keeping them and loyal customers are the bedrock of any business a loyal
customer base Represents a barrier to entry a basis for a price premium time to respond to
competitive maybe you can and they bulwark against deleterious Price competitionloyalty
is critically to brand volume is highly correlated to market share and can be used as the
basis of predicting future market share consequently understanding loyalty appearscritical
to any meaningful analysis of marketing strategies in marketing research two trends mark
the development of customers loyalty while individual transaction initially

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where in the center of marketing research the focus shifted towards analyzing lotion ships
stayed that the traditional marketing concept of the marketing mix with its four piece
developed in the middle of the last century had been the established approach until the
1990s

This approach however focuses solely on transaction a deficit Tackled

By the relationship marketing approach add the core of it is the study of relationship
between buyers and sellers of goods our service in contrast to merely examining
transactions and obtain cited And comprehensive definition of Malaysian ship marketing
is provided relationship marketing refers to all marketing activities directed towards
establishing developing and maintaining successful relational exchanges therefore the
relationship marketing approach provides a suitable environment in which customerloyalty
research can be nested

while the development of relationship marketing began in the early 1970s it was not until
the late 1980s that works from the Nordic school of services initiated a paradigm ship
that geared marketing towards the creation conservation and extension of buyers and sellers
relationship although relationship marketing today is widely accepted among market
researchers its promoters do not postulated the pre placement of the transactional approach
but rather juxtapose the two approaches for example Delineates

Strategy continue in which different words require different degrees of transaction signed
relationship based marketing strategies as a result of the focus and relationship in
marketing research customer loyalty gained importance within research

Before determining which stream of present study can be associated with however it is
important to create a clear understanding of different customer loyalty concepts presently
in research this will be accomplished in the following section?

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CUSTOMER LOYALTY CONCEPT

Reviewing research it becomes a abuse that the nation of customers loyalty is blurred at its
core customer loyalty deals with relationships between suppliers and their customers and
can be distinguished from other loyalty aspects such as brand loyalty picture of fur to a
more abstract attachment such as that words a bad brand within German customer loyalty
literature the note nation of customer loyalty is even more fasted encompasses both
customer loyalty and customer retention distinguishes connective suppliers focused
component and passive customer focused component of loyalty customers

BEHAVIOURIST CUSTOMER LOYALTY CONCEPT

Behaviorist concept of customer loyalty have been at the core of earlier marketingresearch
and focus on customers observable behavior as example in purchasing behavior
accordingly customer loyalty is established in when customers demonstrate consistency
in their joys up supplier or brand hardcore loyalty when one product alternative is
executively repurchased and of reinforcing loyalty when customers which among brands
but repeat purchase one or more Alternatives to significant extent similarly customer
loyalty as the proportion of times a purchaser chooses the same product or service in a
specific category compared to the total number of purchases made by the purchaser in
that category pigging customer loyalty to purchasing behavior however he however is very
critical there can be multitude of factors.

how factors affecting purchasing behaviors such as product availability or special deals
which are not grasped by looking at purchases alone a main deficit of the behaviorist
approach the seas that does not look at the drivers behind purchasing behavior another
disadvantage of behaviorist customer loyalty concept is there exposed approaching when
loyalty is only expressed through purchases information on customers actual loyalty status
in between purchases in not available consequently decreasing loyalties only recognized
after it manifests itself true changed purchasing behavior only in nation ship with frequent
in interaction can suppliers integrate further aspects such as complaints to customer loyalty
management the reason why behaviorist concepts may still be valuable

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is because the measurement of customer loyalty in this approach does not necessity
involvement by the customer these assessment of attitudes and intentions would always
imply customers cooperation through participation in service by simply recordings
purchasing examples through delivery records in the industrial context or customer cardin
a consumer contexts

NEO BEHAVIOREST CUSTOMER LOYALTY CONCEPTS

These narrow technical definitions do not adequately capture the richness and depth of the
loyalty construct please sit in a relational framework consequently neo behaviorist
customer Concept start at the shortcomings of the behaviorist approach by examining the
causes of loyalty as early as 1969 day concluded that loyalty should be evaluated with both
attitudinal and behavioral criteria

DETERMINANTS OF CUSTOMER LOYALTY

In order to be able gear marketing activities towards the creation of customer loyalty its
determinants and their precise effect have to be known loyalty determinants and their
precise is effects have to be known accordingly many researchers have investigated this
topic in order to gain an overview of the determinants identified in this works they can be
structured in three dimensions

COMPANY RELATED DETERMINANTS

Refer to the supplier itself or to the goose or services offered it is but it’s for the existence
of customer loyalty that they offered goods or service create until for the customer and that
they are available in the respect and assessment is usually free performed by examining
quality in order to evaluate the price performance ratio customers will pay attention to
prices customer loyalty will be influenced by the reputation a company has and ultimately
Buy customer loyalty programs offered

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RELATIONSHIP RELATED DETERMINANTS

Play significant role in long term relationship factors regarding the interaction between
supplier and customer such as relationship quality previous experiences and trust arc
important commitment which provides evidence of emotional closeness and moral or
normative feelings of obligations takes a central role in relationships special and
defendants can lead to economic physiological and social switching barriers

CUSTOMER LETTER DETERMINANTS

are mainly influenced by customers characteristics in this respect affect and involvement
and consequently also the importance of the good or service to the customer are important
addition to the above delineated areas the affects and involvement and consequently also
the importance of goods or service customer are important addition to the above delineated
areas the effects of the market environment and competition are researched as is the link
between satisfaction and loyalty which plays an important role inthe research up customer
loyalty and is obtained placed in one of the three dimensions however as most our
determinants inflation satisfaction it cannot be clearly separated andshould therefore be
listed as a distinct category

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CHAPTER 4

DATA ANALYSIS & INTERPRETATIONS

INTRODUCTION:

A detailed analysis of the study is necessary and it is to be considered in a

order to compare the actual theory with that practical the variants of which may varyfrom
the bias for improvement, keeping this point in view and to fulfill the objectives of the
studies on attempts has been made to segment the various respondents on bias of the some
aspects collected from them through questionnaires .these are defected through tables and
graphs

ANALYSIS AND INTERPRETATION OF DATA

Marshal and Ross man (1999) describe data analysis as the process of bringing order,
structure and meaning to the mass of data collection .it is described as the messy,
ambiguous and time consuming, but also as a creative and fascinating process .broadly
speaking while it does not processed In Lenoir fission –it is the activity of making sense
of, interpretation and theorizing data the signifies a search for general statements among
category of data

There for one

could infer that data analysis required for some sort of form or logic applied to research
VERMA and MALLIKA and Morrison on the other hand, state that interpretative approach
which involves deductions from the data obtained also as a creative and fascinating process
.broadly speaking while it does not processed In Lenoir fission it is the activity of making
sense of, interpretation Anthony succinctly states that a world data points to information
that is collected in a systematic manner way and organized and recorded to enable the
reader to interpretation the information correctly

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TABLE NO-4.1

SHOWING –THE NO OF RESPONDENTS BASED ON AGE

AGE RESPONDENTS PERCENTAGE

20-24 15 30

25-29 25 50
30-34 5 10

35 ABOVE 5 10

TOTAL 50 100
[SOURCE: FIELD SURVEY]
GRAPH NO -4.1

SHOWING-THE OCCUPATION OF RESPONDENTS

INTERPRETATION

From the above table no No.4.1 it is clears that out of 50 respondents, 30% of
respondents between the ages 20- 24. 50% of the respondents are between of age group 25-
29. And 10% of respondents in between 30-34 and 10% respondents are above 35. From
this data it is clear that more number of respondents is between of the age group of 20-24.

RESPONDENTS BASED ON AGE

10%
10% 30%

50%

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TABLE NO 4.2

SHOWING-THE PEROFILE OF THE RESPONDENTS BASED ON

GENDER NO OF RESPONDENTS PER ENTAGE

MALE 35 70
FEMALE 15 30
TOTAL 50 100
[SOURCE-FIELD SURVEY]

GRAPH NO 4.2

SHOWING –THE PROFILE OF RESPONDENTS BASED ON GENDER

RESPONDENTS BASED ON AGE

FEMALE
30%

MALE
70%

INTERPRETATION

From the above table no 4.2 it is clear that 30% of the respondents are female riders, and
70% of respondents are male rider

GOVT FIRST GRADE COLLEGE, KOPPAL PAGE

A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

TABLE NO -4.3

SHOWING –THE OCCUPATION OF RESPONDENTS

OCCUPATION NO OF RESPONDENTS PERCENTAGE

STUDENT 15 30
GOVT-SERVICE 0 00
EX-SERVICE 0 00
PROFESSIONAL 25 50
SELF-EMPLOYED 10 20
TOTAL 50 100
[SOURCE-FIELD SURVEY]

GRAPH NO 4.3

SHOWING-THE OCCUPATION OF RESPONDENTS

OCCUPATION OF THE

SELF- STUDEN
EMPLOYED T
GOVERNMEN
T
EMPLOY
PROFESSIONA ES0%
LS

INTERPRETATION

From the above table no 4.3 it is clear that 30% of the respondents were students pursuing
their graduation or post graduation studies and 50% we’re professionals 20% self employed
0% where ex serviceman and 0% belonged to government service

GOVT FIRST GRADE COLLEGE, KOPPAL PAGE

A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

TABLE NO -4.4

SHOWING –PROFILE OF THE RESPONDENTS BASED ON MERITAL

STATUS

MERITAL STATUS NO OF RESPONDENTS PERCENTAGE

YES 20 40
NO 30 60
TOTAL 50 100
[SOURCE-FIELD SURVEY]

GRAPH NO 4.4

SHOWING-PROFILE OF THE RESPONDENTS BASED ON MERITAL STATUS

RESPONDENTS BASED ON MERITAL STATUS

YES
40%

NO
60%

INTERPRETATION

From the above table no 4.4 it is clear that 40% of the respondents related to they are
married and 60%of respondents are unmarried status

GOVT FIRST GRADE COLLEGE, KOPPAL PAGE

A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

TABLE NO-4.5

SHOWING-THE ANNUAL INCOME GROUP OF RESPONDENTS

INCOME GROUP NO OF RESPONDENTS PERCENTAGE

LESS THEN 100000 5 10
100000-400000 15 30
400000-500000 25 50
500000-700000 5 10
TOTAL 50 100
[SOURCE-FIELD SURVEY]

GRTAPH NO 4.5

SHOWING-THE ANNUAL GROUP OF RESPONDENTS

ANNUAL INCOME GROUP OF THE RESPONDENTS

LESS THAN 100000 100000-400000 400000-500000 500000-700000

10% 10%

30%

50%

INTERPRETATION

From the above table no 4.5 it is clear that 10% were less than 100000 of the respondents
had any annual income of lesser than 100000.30% of respondents are annual income is
100000 - 400000and 50% of respondents annual income has 400000-500000 and 10% of
respondents annual income has 500000-700000

GOVT FIRST GRADE COLLEGE, KOPPAL PAGE

A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

TABLE NO -4.6

SHOWING-THE MODEL OF ROYAL ENFIELD THE RESPONDENTS

PRESENTALY OWNED

MODEL NO OF RESPONDENTS PERCENTAGE

CLASSIC 500 25 50
THUNDER BIRD 0 00
HIMALAYAN 5 10
BULLET 500 20 40
INTERCEPTOR 0 00
TOTAL 50 100
[SOURCE –FIELD SURVEY]

GRAPH NO 4.6

SHOWING-THE MODEL OF ROYAL ENFIELD RESPONDENTS PRESENTLY

OWNED

MODEL OF ROYAL ENFIELD RESPONDENTS

PRESENTLY OWNED
INTERCEPTOR
0%
BULLET 500
40% CLASSIC
500
50%

HIMALAYAN THUNDER BIRD

10% 0%

INTERPRETATION

From the above table no 4.5 it is clear that 10% were less than 100000 of the respondents
had any annual income of lesser than 100000.30% of respondents are annual income is
100000 - 400000and 50% of respondents annual income has 400000-500000 and 10% of
respondents annual income has 500000-70000

GOVT FIRST GRADE COLLEGE, KOPPAL PAGE

A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

TABLE NO- 4.7

SHOWING-THE PURCHASING WAY OF THE CUSTOMERS

PURCHASED BY NO OF RESPONDENTS PERCENTAGE

CASH 15 30
LOAN 35 70
TOTAL 50 100
[SOURCE-FIELD SURVEY]

GRAPH NO 4.7

SHOWING-THE PURCHASING WAY OF CUSTOMERS

PURCHASING WAY OF RESPONDENTS

CASH
30%

LOAN
70%

INTERPRETATION

From the table no 4.7 it is clearly shows that the products of Royal Enfield are in the
acceptable price range as we can see that purchasing way of the 30% top respondents are
leading in the cash sector and 70% on loan basis customers are ready to pay for better
facilities and technologyEnfield is offering

GOVT FIRST GRADE COLLEGE, KOPPAL PAGE

A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

TABLE NO-4.8

SHOWING-THE NO OF RESPONDENTS CONSIDERING OTHER BIKE

WHILE PURCHASING ROYAL ENFIELD BIKE

YES OR NO NO OF RESPONDENTS PERCENTAGE

YES 00 00
NO 50 100
TOTAL 50 100

[SOURCE-FIELD SURVEY]
GRAPH NO 4.8

SHOWING-THE NO OF RESPONDENTS CONSIDERING OTHER BIKE

WHILE PURCHASING ROYAL ENFIELD BIKE

RESPONDENTS CONSIDERING OTHER BIKE

WHILE PURCHASING ROYAL ENFIELD
YES
0%

NO
100%

INTERPREATATION

From the table no 4.8 it is clearly shows that 0% of the respondents did go consider or
checked for an alternative motorcycle of 100% of them did not consider any other
motorcycle while purchasing their Royal Enfield bike

GOVT FIRST GRADE COLLEGE, KOPPAL PAGE

A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

TABLE NO -4.9

SHOWING-AWARENESS FOR CUSTOMERS WHILE BUYING ROYAL

ENFIELD BIKE

MEDIA NO OF RESPONDENTS PERCENTAGE

NEWSAPAPER 00 00
MAGAZINES 00 00
FRIENDS 20 40
ROADSHOW 25 50
TV ADVERTIESEMENT 00 00
SHOWROOM 5 10
TOTAL 50 100

[SOURCE – FIELD SURVEY]

GRAPH NO 4.9

SHOWING-THE SOURCE OF AWARNESS FOR CUSTOMERS WHILE

BUYING ROYAL ENFILD BIKE

SOURCES OF AWARNESS OF THE RESPONDENTS

SHOWROOM
TV MAGAZINES
10% 0%
0%
FRIENDS
40%

OADSHOW NEWS PAPER

50% 0%

INTERPRETATION

From the above table no 4.9 it is clearly shows that Showroom which is around 10% and
friends is 40% respectively. After that 0% newspaper and 50% of respondents influenced
by road show and 0% of respondents influencing by the TV advertisements

GOVT FIRST GRADE COLLEGE, KOPPAL PAGE

A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

TABLE NO -4.10

SHOWING-THE MILEAGE OF ROYAL ENFIELD AFTER PURCHASING OF

BIKE

MALEAGE NO OF RESPONDENTS PERCENTAGE

25-30 5 10
30-35 20 40
35-40 25 50
TOTAL 50 100

[SOURCE-FIELD SURVEY]

GRAPH NO 4.10

SHOWING-THE MILEAGE OF ROYAL ENFIELD BIKE AFTER

PURCHASING

MILEAGE OF ROYAL ENFIELD AFTER

PURCHASING OF BIKE

25-30
10%
35-40
50% 30-35
40%

INTERPRETATION

From the above table no 4.10 it is clear that 10% of respondents give my list 25 to 30
kilometers and 40% of the respondents have told 30 to 35 percentage of mileage and 50%
percentages of respondents as it give 35 to 40 kilometers mileage per lit

GOVT FIRST GRADE COLLEGE, KOPPAL PAGE

A STUDY ON CUSTOMER PERCEPTION TOWARDS ROYAL ENFIELD MOTORCYCLE

CHAPTER -5

FINDINGS, SUGGESTIONS, CONCLUSION

FINDINGS

 it is shows that majority of users are between 25-29 years from this we can conclude
younger generation and middle age are more interested in Royal Enfield maybe
because this is the age where they start earning.
 It is clear that most of users of Royal Enfield are males mostly because of the manly
look up the bikes.
 Users are most professional males 25 to 35 years of age including some students
because of the looks and power of the bike.
 Users of the most respondents are unmarried because their style and passion
 Users of respondents are most respondents covered under 400000-500000 annual
income family background
 Customers are not attracted to only one particular model due to the variants available
and because the classic 500 and bullet 500 is the newly released models they are fast
moving now.
 It is clearly shows that respondents are purchased in the way of loan because the
amount paid in the way of monthly loan
 Majority of customers directly choose Royal Enfield as their bike and didn’t even
have a look at the nearest alternative bike and this shows the loyalty of customers
towards the brand Royal Enfield.
 Advertisements are rarely recalled and are highly ineffective among non bullet riders
.it’s clear that Royal Enfield should not concentrate on its advertising to reach the
customers. The respondents are influenced by their friends and road shows.
 It clearly shows that mileage of the Royal Enfield bike economically and mileage
between 35 and 40 that two on Indian roads with heavy traff

GOVT FIRST GRADE COLLEGE, KOPPAL PAGE

SUGGESTIONS:

 Royal Enfield far attract males more than females ,so steps be taken to attract females
 Improve its dealership showrooms are very small in size and do not reflect the quality
and Scale Enfield in the market.
 Should improve the after sales service during this survey it was found there that royal
infield is not satisfying all their customers in after sales services employees at
dealerships sometimes use harsh words and become rude to the customers part of the
bike are not easily available in the market this is the major drawback in capturing the
market share so Royal Enfield should take some better steps to satisfying and retain
their customers.
 Increase in customer query response during the study it was found that the dealers are
not satisfying the queries up customers and so suggested to increase customersquery
response by dealers.
 Marketing communication – it should focus on satisfying the needs for respect
,power ,safety, comport
 CONCLUSION:

The study has helped Royal Enfield dealers to understand whether the customers are
satisfied or not .if not what are main reason for dissatisfaction of customer towards the
dealer and what are the ways to improve the satisfaction level of customers towards dealer.

We can conclude that younger generation and middle age are more interested in Royal
Enfield. users are mostly professional males 20 to 35 years of age including somestudents
.most of the customers are attracted to newly released classic 500 bullet 500 alsocustomers
are easily affording the price of Royal Enfield bike and customers are very loyal towards
the Royal Enfield. Royal Enfield should do concentrate on its advertising champion to
reach the customers mileage of the Royal Enfield bikes is very economical and most of
them fair to buy their bike brand new from showroom with the spare parts availability in
market easily.

Royal Enfield has an excellent satisfaction level within the customers for its power, pickup,
comfort, safety and with after sales services it is clear that Royal Enfield checksat the
complaints registered by their customers on regular basis to maintain its brandvalue
and entire Royal Enfield owner passionate Royal Enfield fans. Most of respondent’s status
has unmarried.
APPENDIX AND BIBLOGRAPHY
CUSTOMERS SATISFACTION TOWARDS ROYAL ENFIELD

Questionnaire

Name:-……………………………………………

1) Gender

a. Male
b. Female

2) Age

a. Below 20
b. Between 20-35
c. Between 35-50
d. Above 50

3) Marital status

a. Married
b. Unmarried

4) Educational qualifications

a. Illiterate
b. Literate

5) Occupation

a. Student
b. Agriculture
c. Government employee
d. others

6) Do you know about digital payments?

a. Yes
b. No
 7) What’s your preferred digital payment app?

a. Phone Pe
b. Google Pay
c. Paytm
d. Other

8) Which services do you pay through digital payment apps?

a. Mobile recharge
b. Electricity bill
c. Insurance

d. Others

9) Why do you prefer paying through digital payments app?

a. Convenience
b. Cashbacks
c. Time saving
d. Others

10) What pushes you to make a digital payment?

a. Lack of Cash
b. Cashback
c. Convenience
d. Shopkeeper insists
e. Other

11) How satisfied you are with digital payments?

a) high satisfied
b) low satisfied
c) satisfied
d) Dis satisfied

12) What benefits you while using digital payment apps?

a. Inexpensive
b. Time saving
c. Easy transfer
 d. Other

13) How long you have been using digital payment methods?

a. Recently started
b. Less than6months
c. More than 6months

14) Do you still like to continue with digital payments?

a. Yes
b. No

15) What do you expect from digital payment apps?

a. Professional quality
b. Good response
c. Fraud free
d. Others

16) Do you use QR code while transferring money?

a. Yes
b. No

17) Do you use E-Wallets?

a. Yes
b. No

18) Will you suggest others to go through digital payment methods?

a. Yes
b. No
BIBLIOGRAPHY

Books referred
International journals of IJSR

Magazines referred

The Royal Enfield magazine

Website referred

[Link]

[Link]

[Link]

[Link]

[Link]