PROJECT REPORT

ON

“A COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARDS

PERFORMANCE OF HERO HONDA, TVS AND BAJAJ BIKES ˮ

SUBMITTED TO MAHARISHI DAYANAND UNIVERSITY, ROHTAK IN THE PARTIAL

FULLFILMENT FOR THE AWARD OF DEGREE

BACHELOR OF BUSINESS ADMINISTRATION(COMPUTER AIDED MANAGEMENT)

(SESSION 2021 – 2024)

SUBMITTED TO: - SUBMITTED BY: -

THE CONTROLER OF EXAMINATION POOJA RATHORE

M.D UNIVERSITY, ROHTAK BBA CAM 6th

REG NO:-2111031403

D.A.V INSTITUTE OF MANAGEMENT

NH 3, NIT, FARIDABAD, 121001

 DECLERATION

I, POOJA , student of BBA CAM 6th semester; hereby declare that I have completed my

research report on the topic titled“A COMPARATIVE STUDY OF CUSTOMER SATISFACTION

TOWARD PERFORMANCE OF HERO HONDA,

TVS AND BAJAJ BIKES” as a Compulsory Part of my course curriculum.

The information provided in the report is original and has not been copied from anywhere.

This report is not submitted to any other university/institutefor the award of any other

degree/diploma.

POOJA RATHORE

BBA (CAM) - 6th SEM.

 ACKNOWLEDGEMET

“NO MAN IS COMPLETE IN KNOWLEDGE BUTSINGLE RAY OF KNOWLEDGE

CAN BE HELPFUL TO MAN”.

The research on “A COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARD

PERFORMANCE OF HERO HONDA, TVS ANDBAJAJ. BIKES” has been given to me as part of
the curriculum in Two-Years Degree in Business Administration.

I have tried my best to present this information as clearly as possible using basic
terms that I hope will be comprehended by the widest spectrum of researchers,
analysts, and students for further studies.

I have completed this study under the able guidance and supervision of Dr
PARUL NAGI. I will be failed in my duty if I do not acknowledge the esteemed
scholarly guidance, assistance, and knowledge. I have received from them towards
fruitful and timely completion of this work.

Mere acknowledgement may not redeem the debt I owe to my parents for their
direct/indirect support during the entire courseof this project.

“GUIDANCE IS THE BEST IN THE WAPROGRESS”.

I also thankful to my friend who helped me a lot in the completion of this project.
 PREFACE

This project is the result of my project report at TATA BAJAJA HERO HONDA in Faridabad.

Training is an integral part of BBA course and aims at providing a firsthand exercise of the

industry to the students. This practical experience helps the students to view the real business

world closely, which in turn widely influences their conceptions and perceptions.

I was fortunate to get an opportunity for my summer training in a reputable, well-established,

fast growing and professionally managed organization. It gave me a great deal of exposure

and I found the practical work totally different from theoretical work.
 INDEX

CHAPTER CONTENTS PAGE

NO. NO.

1 INTRODUCTION TO
INDUSTRY

2 INTRODUCTION TO
TOPICS

3 LITERATURE REVIEW

4 RESEARCH
METHODOLOGY

5 ANALYSIS AND
INTERPRETATION

6 FINDINGS

7 LIMITATION OF
STUDY

8 CONCLUSION

9 RECOMMENDATION

10 BIBLIOGRAPHY

11 QUESTIONNAIRE
 CHAPTER 1
INTRODUCTION
TO
INDUSTRY

1
 HISTORY OF BAJAJ

Bajaj Auto limited is one of the largest two-wheeler manufacturing companies in

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

Chakan in Maharashtra, western India, which produced 2,314,787 vehicles in

2005- 06. The sales are backed by a network of after sales service and maintenance
work shops all over the country. Bajaj Auto has products which cater to every
segment of the Indian two-wheeler market Bajaj CT 100 DLX offers a great value
for money at the entry level. Similarly, Bajaj Discover 125 offers the consumer a
great performance without making a big hole in the pocket.

2
 PROFILE:

Founder Jamna Lal Bajaj

Year of Establishment 1926

Industry Automotive - Two & Three Wheelers

Business Group The Bajaj Group

Listings & its codes BSE – Code: 500490; NSE - Code: BAJAJAUTO

Distribution network covers 50 countries. Dominant presence

in Sri Lanka, Bangladesh, Columbia, Guatemala, Peru, Egypt,
Presence
Iran, and Indonesia.

Joint Venture Kawasaki Heavy Industries of Japan

AKURDI Pune – 411035 India

Tel.: +(91)-(20) -27472851

Registered & Head Office
Fax: +(91)-(20) -27473398

rahulbajaj@[Link]
E-mail

Website
[Link]

3
KEY PERSONS:

Board of Directors

Rahul Bajaj Chairman

Madhur Bajaj Vice Chairman & Whole-Time Director

Rajiv Bajaj Managing Director

Sanjiv Bajaj Executive Director

D.S. Mehta Whole-Time Director

Kanti Kumar R. Poddar Director

Shekhar Bajaj Director

D.J. Balaji Rao Director

J.N. Godrej Director

S.H. Khan Director

Mrs. Suman Kirloskar Director

Naresh Chandra Director

5
 Registered under the Indian Companies Act, VII of 1913

REGISTERED OFFICE AKRDI, Pune 411 035

WORKS AKRDI, Pune 411 035

Bajaj Nagar, Waluj Aurangabad 431 136

Chakan Industrial Area, Chakan, Pune 411 501

Bajaj Autos Ltd.

Bajaj Auto Limited

Type Public

Headquarters Pune, India

6
Key people Rahul Bajaj (Chairman)
Revenue Rs. 10,309.77 crore

Net income Rs. 1664.77 crore

Employees 9816

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

COMPANY'S HISTORY

Bajaj Auto came into existence on November 29, 1945 as M/s Bach raj Trading
Corporation Private Limited. It started off by selling imported two- and three-
wheelers in India. In 1959, it obtained license from the Government of India to
manufacture two- and three-wheelers and it went public in 1960. In 1970, it rolled
out its 100,000th vehicle. In 1977, it managed to produce and sell 100,000 vehicles
in a single financial year. In 1985, it started producing at Waluj in Aurangabad. In
1986, it managed to produce and sell 500,000 vehicles in a single financial year. In
1995, it rolled out its ten millionth vehicle and produced and sold 1 million
vehicles in a year.

Timeline of new releases

 1971 - three-wheeler goods carrier

 1972 - Bajaj Chetak

 1976 - Bajaj Super

 1977 - Rear engine Autorickshaw

8
  1986 - Bajaj M-80, Kawasaki Bajaj KB100

 1990 - Bajaj Sunny

 1994 - Bajaj Classic

 1995 - Bajaj Super Excel

 1997 - Kawasaki Bajaj Boxer, Rear Engine Diesel Autorickshaw

 1998 - Kawasaki Bajaj Caliber, Legend(India's first four-stroke scooter)

 2000 - Bajaj Safire

 2001 - Eliminator, Pulsar

 2003 - Caliber115, Bajaj Wind 125, Bajaj Pulsar

 2004 - Bajaj CT 100, New Bajaj Chetak 4-stroke with Wonder Gear, Bajaj
Discover DTS-i
 2005 - Bajaj Wave, Bajaj Avenger, Bajaj Discover

 2006 - Bajaj Platina

 2007 - Bajaj Pulsar-200

 2012 – Bajaj Discover 125

 2015- Bajaj V15

 2016- Bajaj Domineer 400

 2017 – Bajaj Pulsar NS200

 2018- Bajaj Platina Comfo TEC

 2022- Bajaj Pulsar RS400

 2023-karizma xmr 210
 2024- hero xtreme 125

Scooters

 Bajaj Sunny
 Bajaj Chetak
 Bajaj Cub
 Bajaj Super ➢ Bajaj Wave
 Bajaj Legend

9
Motorcycles

 Kawasaki Eliminator

 Bajaj Pulsar

 Bajaj Kawasaki Wind 125

 Bajaj Boxer

 Bajaj CT 100

 Bajaj Platina

 Bajaj Caliber

 Bajaj Discover

 Bajaj Avenger

 Bajaj Pulsar 220 DTS-Fi

Upcoming Models

 Bajaj Krystal

 Bajaj Blade

 Bajaj Sonic ➢ Bajaj XCD String

11
HISTORY OF HERO HONDA

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

The license raj that existed between the1940s to1980s in India, did not allow
foreign companies to enter the market and imports were tightly controlled. This
regulatory maze, before the economic liberalization, made business easier for local
8players to have a seller’s market. Customers in India were forced to wait 12 year
to buy a scooter

department, only a dispatch department. By the year 1990, Bajaj had a waiting list
that was twenty-six times its annual output for scooters.

In the mid-1980s, the Indian government regulations changed and permitted

foreign companies to enter the Indian market through minority joint ventures. The
two-wheeler market changed with four Indo- Japanese joint ventures: Hero Honda,
TVS

Suzuki, Bajaj Kawasaki, and Kinetic Honda. The entry of these foreign companies
changed the Indian market dynamics from the supply side to the demand side. With
a larger selection of two-wheelers on the Indian market, consumers started to gain
influence over the products they bought and raised higher customer expectations.
The industry produced more models, styling options, prices, and different fuel
efficiencies. The foreign companies’ new technologies helped make the products

12
 more reliable and with better quality. Indian companies had to change to keep up
with their global counterparts.

BOARD OF DIRECTORS

No. Name of the Directors Designation

1 Mr. Brijmohan Lall Munjal Chairman & Whole-time Director

2 Mr. Pawan Munjal Managing Director

3 Mr. Toshiaki Nakagawa Jt. Managing Director

4 Mr. Takao Eguchi Whole-time Director

6 Mr. Om Prakash Munjal Non-executive Director

7 Mr. Tatsuhiro Oyama Non-executive Director

8 Mr. Masahiro Takedagawa Non-executive Director

9 Mr. Narinder Nath Vohra Non-executive & Independent Director

10 Mr. Pradeep Dinodia Non-executive & Independent Director

13 Dr. Pritam Singh Non-executive & Independent Director

14 Ms. Shobhana Bhartia Non-executive & Independent Director

15 Dr. Vijay Laxman Kelkar Non-executive & Independent Director

13
Hero Honda Motorcycle Ltd.

Type Public company BSE:HEROHONDA M

Founded January 19, 1984 in Gurgaon, Haryana, India

Headquarters Haryana, India

Om Prakash Munjal, Founder

Key people
Mr. Brijmohan Lall Munjal, [Link] Nakagawa,
Joint Managing Director

12
 Mr. Pawan Munjal, Managing Director

Industry Automotive

Products Motorcycles, Scooters

Revenue U$ 4.3 billion

Website [Link]

HERO HONDA HEADQUARTERS

Hero Honda Motorcycles Limited is an Indian manufacturer of motorcycles and

scooters. Hero Honda is a joint venture that began in 1984 between the Hero group
of India and Honda from Japan. It has been the world's biggest manufacturer of 2-
wheeled motorized vehicles since 2001, when it produced 1.3 million motorbikes
in a
single year. Hero Honda's Splendor is the world's largest selling motorcycle. Its 2
plants are in Dharuhera and Gurgaon, both in Haryana, India. It specializes in dual
use motorcycles that are low powered but very fuel efficient.
13
[Models]

Bikes

 Hero Honda Splendor Plus

 Hero Honda Passion Plus

 Hero Honda Karizma

 Hero Honda CBZ

 Hero Honda Super Splendor

 Hero Honda CD Dawn

 Hero Honda CD Deluxe

 Hero Honda Achiever

Hero Honda "Splendor" Model

COMPANY PROFILE
“Hero”, is the brand name used by the Munjal brothers in the year 1956 with theflagship
company Hero Cycles. The two-wheeler manufacturing business of

14
bicycle components had originally started in the 1940’s and turned into the world’s
largest bicycle manufacturer today. Hero is a name synonymous with two-
wheelers in India today. The Munjal’s roll their own steel, make free wheel bicycle
critical components, and have diversified into different ventures like product
design. The Hero Group philosophy is: “To provide excellent transportation to the
common man at easily.

affordable prices and to provide total satisfaction in all its spheres of activity”. The
Hero group vision is to build long lasting relationships with everyone (customers,
workers, dealers and vendors). The Hero Group has a passion for setting higher
standards and “Engineering Satisfaction” is the prime motivation, way of life and
work culture of the Group.

In the year 1984, Mr. Brijmohan Lal Munjal, the Chairman and Managing Director
of Hero Honda Motors (HHM), headed an alliance between the Munjal family and

Honda Motor Company Ltd. (HMC). HHM Mission Statement is: “We, at Hero
Honda, are continuously striving for synergy between technology, systems, and
human resources to provide products and services that meet the quality,
performance, and price aspirations of our customers. While doing so, we maintain
the highest standards of ethics and societal responsibilities, constantly innovate
products and processes, and develop teams that keep the momentum going to take
the company to excellence in the new millennium”. This alliance became one of
the most successful joint ventures in India, until the year 1999 when HMC had
announced a 100% subsidiary, Honda Motorcycle & Scooter India (HMSI). This
announcement caused the HHM stock price to decrease by 30 percent that same
day. Munjal had to come up with some new strategic decisions as, HMSI and other
foreign new entry companies were causing increased intensity of rivalry for HHM.

15
GROWTH The business growth of Hero Honda has been phenomenal throughout
its early days. The Munjal family started a modest business of bicycle components.
Hero Group expanded so big that by 2002 they had sold 86 million bicycles
producing.

16000 bicycles a day. Today Hero Honda has an assembly line of 9 different
models of motorcycles available. It holds the record for most popular bike in the
world by sales for Its Splendor model. Hero Honda Motors Limited was
established in joint venture with Honda Motors of Japan in 1984, to manufacture
motorcycles. It is currently the largest producer of Two Wheelers in the world. It
sold 3 million bikes in the year 2005-2006. Recently it has also entered in scooter
manufacturing, with its model PLEASURE mainly aimed at girls. The Hero Group
has done business differently right from the start and that is what has helped them
to achieve break- through in the competitive two-wheeler market. The Group's low
key, but focused, style of management has earned the company plaudits amidst
investors, employees,

vendors and dealers, as also worldwide recognition. The growth of the Group
through the years has been influenced by a few factors:

16
Just-in-Time

The Hero Group through the Hero Cycles Division was the first to introduce the
concept of just-in-time inventory. The Group boasts of superb operational
efficiencies. Every assembly line worker operates two machines simultaneously to
save time and improve productivity. The fact that most of the machines are
either.

developed or fabricated in-house, has resulted in low inventory levels. In Hero

Cycles Limited, the just-in-time inventory principle has been working since the
beginning of production in the unit and is functional even till date. This is the
Japanese style of production and in India; Hero is probably the only company to
have mastered the art of the just-in-time inventory principle.

17
.

Acclimatization

An integral part of the Group strategy of doing business differently was providing
support to ancillary units. There are over 300 ancillary units today, whose
production is dedicated to Hero's requirements and many other vendors, which
include some of the better-known companies in the automotive segment. Employee
Policy:

Another Striking feature within the Hero Group is the commitment and dedication
of its workers. There is no organized labor union and family members of
employees find ready employment within Hero. The philosophy regarding labor
management is "Hero is growing, grow with Hero." When it comes to workers'
benefits, the Hero Group is known for providing facilities, further ahead of the
industry norms. Long before other companies did so, Hero was giving its
employees a uniform allowance, as well as House Rent Allowance (HRA) and
Leave Travel Allowance (LTA). Extra

benefits took the form of medical check-ups, not just for workers, but also for the
immediate family members.

Dealer Network

The relationship of Hero Group with their dealers is unique in its closeness. The
dealers are considered a part of the Hero family. A nation-wide dealer network
comprising of over 5,000 outlets and have a formidable distribution system in
place. Sales agents from Hero travels to all the corners of the country,
visiting.

18
dealers and send back daily postcards with information on the stock position that
day, turnover, fresh purchases, anticipated demand and also competitor action in
the region. The manufacturing units have a separate department to handle dealer
complaints and problems and the first response is always given in 24 hours.

Financial Planning

The Hero Group benefits from the Group Chairman's financial acumen and his
grasp on technology, manufacturing and marketing. Group Company, Hero Cycles
Limited

has one of the highest labor productivity rates in the world. In Hero Honda Motors
Limited, the focus is on financial and raw material management and a low
employee turnover.

Quality

Quality at Hero is attained not just by modern plants and equipment and through
latest technology, but by enforcing a strict discipline. At the Group factories,
attaining quality standards is an everyday practice - a strictly pursued discipline. It
comes from an amalgamation of the latest technology with deep-rooted experience
derived from nearly four decades of hard labor. It is an attitude that master’s the
challenge of growth and change - change in consumers' perceptions about products
and new aspirations arising from a new generation of buyers. Constant technology
up gradation ensures that the Group stays in the global mainstream and maintains
its competitive edge. With each of its foreign collaborations, the Group goes onto
strengthen its quality measures as per the book. The Group also employs the
services of independent experts from around the world to assist in new design and
production processes.

19
Diversification

Throughout the years of enormous growth, the Group Chairman, Mr. Lall has
actively looked at diversification. A considerable level of backward integration in
its manufacturing activities has been ample in the Group's growth and led to the

establishment of the Hero Cycles Cold Rolling Division, Munjal and Sunbeam Castings, Munjal Auto
Components and Munjal Showa Limited amongst other component-manufacturing units

Then there was the expansion into the automotive segment with the setting up of
Majestic Auto Limited, where the first indigenously designed moped, Hero
Majestic, went into commercial production in 1978. Then came Hero Motors
which introduced Hero Puch, in collaboration with global technology leader Steyer
Daimler Puch of Austria. Hero Honda Motors was established in 1984 to
manufacture 100 cc motorcycles.

The Hero Group also took a venture into other segments like exports, financial
services, information technology, which includes customer response services and
software development. Further expansion is expected in the areas of Insurance and
Telecommunication.

The Hero Group's phenomenal growth is the result of constant innovations, a close
watch on costs and the dynamic leadership of the Group Chairman, characterized
by a culture of entrepreneurship, of right attitudes and building stronger
relationships with investors, partners, vendors and dealers and customers.
20
 HISTORY OF TVS

TVS MOTOR COMPANY

The TVS group was established in 1911 by Shri. T. V. Sundaram Iyengar. As one
of India’s largest industrial entities it epitomizes Trust, Value and Service. It all
began way back in 1984 when Sundaram Clayton Limited (A TVS Group
company) introduced its 50 CC mopeds in the arena of road racing, notching up
unbelievable speeds of 105 kmph. Since then, there has been no looking back for
TVS Motor Company. TVS Racing was established in 1987 with the objective of
improving the

performance of its bikes. Over the years it has provided valuable data, design
inputs, development of reliable motorcycle models, excellent vehicle dynamics &
handling etc. The true evidence of it is seen in today's TVS Victor and TVS Fiero.
Today, there are over thirty companies in the TVS Group, employing more than
40,000 people worldwide and with a turnover more than USD 2.2 billion.

With steady growth, expansion, and diversification, TVS commands a

strong presence in manufacturing of two-wheelers, auto components and computer
peripherals. We also have vibrant businesses in the distribution of heavy
commercial vehicles passenger cars, finance, and insurance.

TVS Motor Company Limited, the flagship company of the USD 2.2 billion
TVS Group, is the third largest two-wheeler manufacturer in India and among the
top ten in the world, with an annual turnover of over USD 650 million.

The year 1980 is one to be remembered for the Indian two-wheeler

industry, with the roll out of TVS 50, India's first two-seater moped that ushered in
an era of affordable personal transportation. For the Indian Automobile sector, it
was a breakthrough to be etched in history. TVS Motor Company is the first two-
wheeler manufacturer in the world to be honored with the hallmark of Japanese
Quality – The Deming Prize for Total Quality Management.

23
MANY FIRSTS TO THE AUTOMOTIVE INDUSTRY IN INDIA

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

Ushering in the personal transportation

Revolution

1980 Launched TVS 50, India's first 2 seater 50 cc moped

1984 First Indian company to introduce 100 cc Indo – Japanese

Motorcycles
1994 Launched India's First indigenous scooter Ette (sub - 100
ccaromatic) -

TVS Scooty
1996 Introduced India's first catalytic converter enabled
motorcycle, the 110 cc Shogun.

24
1997 Introduced India's first 5 speed motorcycle, Shaolin
2000 Launched India's first 150 cc, 4 stroke motorcycle - The
Fiero

2001 Launched India's first fully indigenously designed and

manufactured motorcycle.
2004 Launched the revolutionary VT-I engine for the best-in-class
mileage in

TVS Centra
2006 Launched TVS Apache - first bike to win 6 awards in a row

2007 Apache RTR - first two-wheeler in India to have racing.

inspired engine and features.
2008 TVS Flame, TVS Scotty Electric Vehicle and Three-
wheelerTVS King launched.

2010 Launching India’s first auto clutch motorcycle –TVS JIVE

2013 Launching TVS JUPITER

2016 TVS APACHE RTR 4V

2017 TVS APACHE RR 310

2018 TVS NTORQ 125, TVS RADEON

2020 TVS IQUBE ELECTRIC

2020 TVS APACHE RTR 200 4V

2021 TVS APACHE 160 4V,TVS RAIDER

2022 TVS APACHE RTR 180

2023 HERO KARIZMA 210

TV Sundaram Iyengar and Sons Limited (TVSs) is the holding company for the
TVS Group of companies engaged in the manufacturing of almost all kinds of
automotive components, best two wheelers and a few other industrial products.
They are also into the financial services sector. The turnover of the entire group
was close to $2 billion in [Link] was founded by T. V. Sundaram Iyengar in
1911.

It is the only automotive manufacturer in India to get the prestigious Deming Prize.

23
the Deming allowed by Sundaram Brake Linings also getting the Deming Prize.
This prize is "given to organizations or divisions of organizations that have
achieved.

Distinctive performance improvement through the application of TQM in a

designated year." Sundaram Clayton went on to be awarded the Japan Quality
Medal.

The TVS group of companies is mainly situated in Padi, Tamil Nadu, in the
outskirts of Chennai (formerly Madras).

TVS MOTORS

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

24
TVS Group Companies

 Sundaram Brake Linings

 Sundaram Fastners

 Southern Roadways

 Sundaram Finance

 Sun dharams Private Limited ➢ Brakes India Limited

THE MAJOR PRODUCTS Motorcycles

 TVS Ind Suzuki AX 100

 TVS MAX 100

 TVS MAX R 100

 TVS Supra

 TVS Suzuki Samurai

 TVS Scotty ES (60 cc)

 TVS Scotty KS (60 cc)

 TVS Scotty Pep (75 cc)

 TVS Scotty Pep + (90 cc)

 TVS Tenez

 TVS Tenez Electric

Models

 TVS XL 50(50 cc)

 TVS XL (60 cc

 TVS Eco

25
BAJAJ PULSAR 150

Price (ex-showroom, Faridabad)

Price Rs 118144

Displacement 149.68 cc Weight: 145 Kg

(Kick Start)/ (Electric Start).

Speed :105 to 140.8 km/h.

4- Stroke single cylinder

Idle engine speed 6500 rpm

HONDA CBZ X-TREME

Price Rs 56000

Displacement 150 cc

Weight: 141 Kgs (Kick Start) / 143 Kgs

(Electric Start)

4- stroke single cylinder

Idle engine speed 1400 rpm

TVS APACHE

Price: Rs.58,600/- (Pune)

Displacement 150 cc

Good Balance, Good brakes

4-stroke single cylinder

Electric start & kick start option

Six-spoke black alloy wheels

27
 CHAPTER 2
INTRODUCTION
TO
TOPIC

29
INTRODUCTION

In today’s Market the sales of a product are not the only way to get success the service and
Customer satisfaction is also important the company Hero Honda Bajaj and TVS are world
Class company in the two-wheeler bike those all the highest two-wheeler selling company in
India, but the performance and the customer approach toes companies important.

The topic comparative “study of customer satisfaction towards work performance of a

Hero TVs and Bajaj” bike is a kind of survey that show the performance of those company.

Show this show the customer view towards the company and the Prepare about the company.

Here in this study, we are trying to analyze about the number of two- w h e e l e r and how
manypeople.
Are using to two-wheeler. what the motivate and influence them to buy choice in two-
wheeler inthe case of motorcycle and scooter are the most recent two-wheeler choice in the
market? what are the customer attitude to a performance of two-wheeler bike influence them
and the reason to buy.

so it is helpful to me in my future reference and that I reason I select this topic for my project

statement of the problem

In today intensely competitive environment, company today are quantity looking for a way
to attract customer buy having a better understanding of changing customer attitude.

32
Towards performance of two-wheeler bike that ever change market characteristic have used
Impact of comparative decision the global environment also poses several complicities in
marketing in undertake the market and customer attitude

“a competitive study of customer satisfaction to or

performance of Hero TVs and Honda Bajaj bikes”

INTODUCTION ABOUT CUSTOMER SATISFACTION

Customer satisfaction cannot be very difficult. After all you either the actual performance
Satisfied with the services you receive, or you are not. If you don’t you are not. If it is that
easy, then obtaining people's opinion about how satisfied they are with relatively straight
Forward matter - or is it? Customer satisfaction is a marketing tool and a definite value-added
benefit. It is often perceived by customers as important as the primary product or service your
organization offers. It looks at what is involved from 3 different angles, the first is from
the view of an organization wishing to understand, and measures, how satisfied customer are
with the products and services they receive from it. The second is from the perspective of
a research agency that has been asked to obtain feedback from customers and about their
experiences when dealing with companies. Finally, it considers the issue from the
perspective of consumers who participate in surveys, including both business customers and
members of general public.

33
Hence customers are the:

1. The most important people in any business

2. They are not dependent of the business, but business is dependent of them.

[Link] are not an interaction to own work; they are the purpose of it.

4. They are doing us Favor whom they come in, we are not doing them favor by serving
them.
5. They are part of our business, they are not outsiders

6. They are not just statistics. The customers are human beings with flesh and blood having
feelings and emotions.
7. People come to us with their needs and wants. It is our job to full fill them.

8. They are lifeblood of every business without whom the door of the business would
havebeen closed.
9. Noncustomer functions must be made customer oriented. Customer needs andrequirements
should be tracked on regular basis.

MEANING OF CUSTOMER SATISFICATION

Customer satisfaction is a business term, is a measure of how products and services supplied
by a company meet or surpass customer expectation. It is seen as a key performance indicator
with.
in business and part of the four prospective of balanced place where businesses
competecustomers, customer satisfaction is seen as a key differentiator and increasingly
has become.
a key element of business strategy customer satisfaction drives successful private
sector business. High performing businesses have developed principles a strategy
for achieving customer satisfaction. This paper presents a framework or set of ideas for
using.

34
customer satisfaction principles and strategies to improve the quality and possibility of public
sector privately provided services in vulnerable communities.
THE framework suggested that resident who live in tough neighborhoods can be supported
Through customer satisfaction strategies to become empowered individuals who informed
perspectives influence decision about what, how, when and where services are available to
Them.
Customer satisfaction is the customer response to the evaluation of the perceived discrepancy
between prior expectation and the actual performance of the product as perceived after its
consumption.
DEFINITION OF CUSTOMER SATISFICATION

Cocotte, woodruff, and Jenkins (1987) define customer satisfaction as

"conceptualized as a feeling developed from an evaluation of the experience.’’
"HERE, the timing of satisfaction response is driving consumption.
BUT there is general agreement with KOTLER (2003) that "customer satisfaction
is a person's feeling of pleasure or disappointment resulting from comparing a
products perceived performance in relation to his or her expectation." In short
customer satisfaction is "The provision of goods or services which fullfill the customer
expectation in terms of quality and service, in relation to price paid.

"IMPORTANCE OF CUSTOMER SATISFACTION

36
It costs at least 7 times more to source a new customer than it does to retain existing one a
'satisfied' customer tells 5-7 people in a year whilst a 'dissatisfied' customer will tell 14-15
people.
 Companies can boost profits anywhere from 25% to 125% by retaining a mere 5% more
of their exciting customers
 Totally satisfied customers were 6 times more likely to use that services and commend
it than ' satisfied' customers.
 Customers who have a bad experience with you and do not complain are only 37%
likely to still do business with you.

 Customers who have an opportunity to complain and the complaint is achieved are 95%
likely to still do business with you.

FAC TORS OF CUSTOMER SATISFACTION

1. Service of quality
2. reliability of service
3. knowledge of the staff
4. Being kept informed of progress.
5. The way service kept its promises.
6. The way the service handled any problem Friendliness of staff.
7. How sympathetic staff were to your needs.
8. Speed of enquiries
9. Number of times had to contact the service.

SOME CAUTION IN MEASURING CUSTOMER SATISFACTION: -

When customers rate their satisfaction with an element of the company performance say
delivery, we need to recognize that customers will vary in how they define delivery.
Companies should also note that managers and salespersons could manipulate their ratings on
customer satisfaction. the survey. Some customers may want to express high dissatisfaction to
receive moreconcession.

37
OBSERVATION ON CUSTOMER SATISFACTION: -
1. Customer satisfaction will be lower in industries where the industry offers a homogenous product to
market. On the other hand, industries that supply a high-quality homogenous product to a market will
register high satisfaction.
2. Customer satisfaction is lower an industry where repeal buyer faces high switching costs. They
Have to buy from the supplier even through their satisfaction is low.
3. Industries which depend upon repeat business generally, create a higher level of customer
satisfaction. 4. As the company increases its market share customer satisfaction call fall. This is
because more customers with heterogeneous demands are drawn into buying a homogenous
product.

Benefits of Customer Satisfaction: -

1. Customer satisfaction helps you understand where you excel.
By tracking and measuring customer satisfaction, you can understand what your
business does well, and thus continue doing it. But you can’t find out unless you carry
out customer satisfaction surveys.
Results will let you know who these customers are and what you’re doing that’s leaving
them satisfied with their experiences with your brand. When you have this information,
you can continue doing the things they like in the hopes of inspiring customer retention.

2. Customer satisfaction helps you understand where you can improve.

Where do you fall short? The gaps in customer satisfaction can help you find out where
you can improve in your customer service strategy.
If you don’t understand why your customers are unhappy, you can’t make changes to
your product or services that make them happy and align with the experiences they
desire.

3. Customer satisfaction leads to higher customer loyalty and advocacy.

If your business has positive customer satisfaction, then you have customers who are

38
loyal to your brand. These customers will refer new leads to your company and generate
more testimonials for your marketing team.

You can create customer advocacy programs for these users and encourage them to
advertise on your business’s behalf.

4. Customer satisfaction leads to higher customer loyalty and advocacy.

If your business has positive customer satisfaction, then you have customers who are
loyal to your brand. These customers will refer new leads to your company and generate
more testimonials for your marketing team. You can create customer advocacy
programs for these users and encourage them to advertise on your business’s behalf.
Customer advocacy programs reward customers for referring your business to potential
leads. Customers are given incentives to join the program, then receive gifts or offers in
exchange for reviews and testimonials. This creates a mutually beneficial relationship
that rewards your best customers and keeps them loyal.

5. Customer satisfaction leads to higher customer loyalty and advocacy.

If your business has positive customer satisfaction, then you have customers who are
loyal to your brand. These customers will refer new leads to your company and
generatemore testimonials for your marketing team. You can create customer advocacy
programs for these users and encourage them to advertise on your business’s behalf.

39
CHAPTER -3
LITERATURE
REVIEW

41
 HUMERA BANU ET AL (2000): -
Conducted a Study to two-Wheeler riding patterns, perception, and aggressive riding
behavior among college youth.

D.V. RAMANA and DR. P. SUBBAIAH (2001): -

Explored individual consumer buying dynamics and consumer buying behavior of
motorcycle users. The study reveals that Hero Honda is the most preferred brand followed by
Bajaj. Moreover, it highlights that there is a significant influence of demographic factors on
the purchase decision.

DUGGANI YUVARAJU (2002): -

Investigated customer satisfaction towards HONDA two wheelers. It is found that
90% respondents were completely satisfied with their mileage and performance.

BASAVARAJ (2002): -
Observed that two-wheelers have become a valuable support for increasing productivity and
profits, as well personal transportation.

REDDY, MALLIKARJUNA, K. (2006): -

There are four major factors which influences on the buying behavior of consumer such as
Cultural, Social, Personal and Psychological. It was found that a mileage is concerned, Hero
Moto Corp was ruling the market. Yamaha and TVS were far below the expectations of the
consumers based on mileage per liter of petrol. Also, Hero Moto Corp bike was more
popularwith the students, TVS was more popular with the employees, whereas businessmen
opted for Yamaha. Regarding satisfaction of motor bikes 85 respondent shave stated that
Yamaha satisfaction was highest and the lowest is for TVS bikes.
.

43
SALWAN PRASHANT. (2007): -
“Going global building competitiveness through internationalization –
a study of the Indian automobile sector”, The ICFAI journal of international business: The
Indo-Japanese joint ventures-
Hero Honda, TVS Suzuki, Bajaj Kawasaki-adopted different strategies to become
competitive. TVS motors use the cost reduction (value engineering, global sourcing, lean
manufacturing, waste elimination and continuous reduction in cost) and securing product
leadership (good brands, innovative packages, information technologies, developing energy
efficient technologies and market/product expansion) to become competitive.
BAJAJ Auto’s strategy was to customize its products as per market needs. Hero Honda plan
for the domestic market was to manufacture fuel efficient vehicles. Its global plan was to give
the best products to customers by upgrading technologies and to view the world as one
market.

SALWAN, SHEKHAR, V (2007): -

By administering 100 randomized selected consumers, observed the consumer preference

and ownership pattern and the sources of information they used to make the purchase
decision, and importance given to various evaluation criteria. Further, the study inferred that
the required maintenance and mileage are very important criterion for a consumer in the
process of making a purchase decision. People in general, perceive a big difference in the
price’s suitability to lady drive cost, mileage and resale value amongst various models
available in the market. Although, people have not considered the safety factor to be all that
important, they find that all models are equally safe. Finally, the study suggestedthat;
financing schemes should be made more effective and, their details must be well publicized.

44
KUMARI, SANTOSH A; Reddy, RAGHUNATHA D. an KAMLESHWARI,
M.L. (2011): -
Studied Consumer buying behaviors in two-wheeler industry with special reference to
Hero Honda Motorcycles in the city of Hyderabad. The study revealed that the main
influencer in purchase decision of motorcycle was himself. The sources of information
preferred by the respondents for buying a two-wheeler were friends and associates. It was
found that 90% of the respondents were satisfied with the performance, maintenance and
after sales service provided by the dealers. It was also found that 93.35% of the respondents
could recall the advertisements of motorcycle they had seen recently on TV or read in the
newspaper or magazines. From this it was indicated that the advertising campaign was
effective and served its purpose. The most preferred motorcycle by majority of the
respondents was Hero Honda Splendor due to its brand image.

ABDUL KARIM (2012): -

In his article, studied customer satisfaction in two-wheeler industry in TIRUNELVELI
city stated that fuel economy, price, maintenance are the main factors influencing the buying
decision of a particular two-wheeler followed by brand name, styles and after sales services.
The study gives clear picture about brand popularity that hero Honda splendor has occupieda
first place in two- wheeler. TVS SUZUKI max in two stroke two wheelers, TVS champ in
the model series.

RAJMANI Singh and AS YASSO (2014): -

He also pointed out that a major part of growth in the two-wheeler industry has come
from motorcycles, which are considered fuel efficient, reliable and its suitability on
rough roads. As per his study, TVS-Suzuki, Hero: Honda, Bajaj dominates the two-
wheeler scene. The study also says that due to stiff competition from automobile major
Bajaj which is a largest producer of scooters the LML is facing considerably stiff
competition. However, dominance of this category has been declining because of shift

45
Studied in two wheeler industry found that price had a positive effect on perceived quality
but a negative effect on perceived value and re(spending’s willingness to buy.

PAVLEEN KAUR AND RAGHBIR SINGH (2018): -

Have perceived that the family of a reference group has one of the strongest most immediate
and most pervasive effects on a consumer’s personality motivation and attitude.

VIRUPAXI BAGODI AND BISWAJIT MAHANTY (2020): -

Observed that it is an era of customer delight for the two-wheeler industry and the
conventional measures implemented by the service organizations stand to be inadequate to
attract customers persistently have observed in automobiles sector, many automakers
generate vast majority of their profits from a service activity closely tied to their
product accordingly.

PANCHANATHM (2021):-
Observed that a customer considers all factors at the time of purchasing a two-wheeler,
although many customers give importance to the brand image.

DHANANJOY DATTA (2022):-

Found that while purchasing a two-wheeler, customers depend on advertisement, word of
mouth, references from family, friends, own experience, features,

According toDavis (2023)

To maximize the customer-brand relationship on review of the literature we see that

family decision-making process has been. These trust levels are not only associated with
brand equity and band loyalty but also Hero Honda being the key player. Bajaj by far is the
number one.

47
 CHAPTER-4
RESEARCH
METHAODOLOGY

48
IMPORTANCE OF RESEARCH METHODOLOGY

A research methodology gives research legitimacy and provides scientifically sound findings. It also
provides a detailed plan that helps to keep researchers on track, making the process smooth,
effective, and manageable. A researcher's methodology allows the reader to understand the
approachand methods used to reach conclusions.

Having a sound research methodology in place provides the following benefits:

Other researchers who want to replicate the research have enough information to do so.
Researchers who receive criticism can refer to the methodology and explain their approach.
It can help provide researchers with a specific plan to follow throughout their research.
The methodology design process helps researchers select the correct methods for the objectives.
It allows researchers to document what they intend to achieve with the research from the outset.

TYPES OF RESEARCH

Basic research: A basic research definition is data collected to enhance knowledge. The main
motivation is knowledge expansion. It is non-commercial research that doesn’t facilitate in creating
or inventing anything. For example: an experiment to determine a simple fact.
Applied research: Applied research focuses on analyzing and solving real-life problems. This
type refers to the study that helps solve practical problems using scientific methods. Studies play an
important role in solving issues that impact the overall well-being of humans. For example: finding
a specific cure for a disease.
Problem oriented research: As the name suggests, problem-oriented research is conducted to
understand the exact nature of a problem to find out relevant solutions. The term “problem” refers to
multiple choices or issues when analyzing a situation.
Problem solving research: This type of research is conducted by companies to understand and
resolve their own problems. The problem-solving method uses applied research to find solutions to
the existing problems.
Qualitative research: Qualitative research is a process that is about inquiry. It helps create in-
depth understanding of problems or issues in their natural settings. This is a non-statistical method.
50
 .

DATA SOURCE

Research included gathering both Primary and Secondary data. Primary data is
the firsthand data, which are selected a fresh and thus happen to be original in
character. Primary Data was crucial to know various customers and past consumer
views about bikes and to calculate the market share of this brand in regard to other
brands.

. RESEARCH APPROACH

The research approach was used survey method which is a widely used
method for data collection and best suited for descriptive type of research survey
includes research instrument like questionnaire which can be structured and
unstructured. Target population is well identified and various methods like
personal interviews and telephone interviews are employed.

SAMPLING UNIT

It gives the target population that will be sampled.

These were 90 respondents.

DATA COMPLETION AND ANALYSIS

After the data has been collected, it was tabulated, and findings of the project were
presented followed by analysis and interpretation to reach certain conclusions.
51
 SCOPE

My project was based on the A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION TOWARD PERFORMANCE OF HERO HONDA, TVS AND
BAJAJ BIKES.

LIMITATIONS OF STUDY

1. Research work was carried only the finding may not be applicable to the
other parts of the country because of social and cultural differences.

2. The sample was collected using connivance-sampling techniques. As such

result may not give an exact representation of the population.

3. Shortage of time is also reason for incomprehensiveness.

4. The views of the people are biased therefore it doesn’t reflect true picture.

53
OBJECTIVES OF THE RESEARCH

1. To analyses the customer satisfaction.

2. To analyses the customer preference.

3. To know which manufacturer is providing better services.

4. To analyze after sales services of bikes.

5. To study the behavioral factors of consumers in motor bikes.

To suggest various factors to improve sales.

54
 CHAPTER -5
DATA ANALYSIS

55
 Q1) Which bike do you have?

Hero Honda 30
Bajaj 30

TVS 30

INTERPRETATION: - Out of the sample size of 90 customers, 30 customers

are of Hero Honda, 30 are of Bajaj and 30 customers of TVS bikes are taken into
consideration.

56
Q2) Which Model do you Have?

Hero Honda Bajaj TVS

Splendor 13 CT 100 5 Flame 4

Passion 5 Discover 11 Star City 9

Karizma 2 Pulsar 10 Apache 7

Any other 10 Any other 4 Any other 10

HERO HONDA

INTERPRETATION: - In Hero Honda mostly the customers are having

splendor while the ratio of the customers using Passion, Karizma and other bikes
are comparatively low.
57
 BAJAJ

INTERPRETATION: - In Bajaj the customers are giving more preference to

Discover and Pulsar models.

58
 TVS

Q3) In which family Income level do you Fall?

100000-200000 22

200000-300000 45

300000-400000 23

above 400000 10

59
INTERPRETATION: - The maximum numbers of customers that are using these
bikes fall in the income group of 200000-300000. While this ratio is minimum in
case of customers whose income level fall between 300000-400000.

Q4) For how long you own a bike?

0-1 year 34

1-2 year 29

2-3 year 26

above 3 year 11

60
INTERPRETATION: - It is observed that mostly the customers are having new bikes

Q5) For what purpose do you use your Motor Bike?

Hero Honda Bajaj TVS

Office Purpose 13 42 38

Personal purpose 17 15 27

Joy Purpose 10 18 10
40 15 15

Other

61
62
INTERPRETATION: - The customers are using their bikes mostly for official and
personal purpose.

Q6) How do you come to know about this Motor Bike?

Hero Honda Bajaj TVS

Newspaper 30 38 22

Television 30 35 25

Magazine 20 34 35

Friends & Relative 35 25 30

63
 INTERPRETATION: - It is observed that the awareness of Hero Honda
bikes mostly comes from friends while of Bajaj and TVS the awareness comes
from newspapers and televisions.

Q7) Does Advertisement Influence your decision in choosing a Motor

Bike?

Yes 65

No 15

Can’t say 10

INTERPRETATION: - Out of the sample size of 90 customers, 65 customers

agree with the fact that advertisements play a very significant role in influencing
their behavior to choose the bike. On the other hand, 15 customers do not agree to
this fact.
While remaining 10 customers are not sure about it.

64
 Q8 Are you satisfied with the performance of the bike that you are
currently having?

Yes 55

No 28

Can’t say 7

INTERPRETATION: - Out of the sample size of 90 customers, 55 customers

saysthat they are satisfied with the performance of their bikes. On the other hand,
28 customers are not satisfied with the performance of the bikes that they are
[Link] the remaining 10 customers are unable to say anything.

65
Q9) Do you have full knowledge about Bikes before buying?

Hero Honda Bajaj TVS

Yes 42 34 37

No 37 27 22

Can’t Say 11 29 31

66
INTERPRETATION: - It is observed that most of the customers are having full
knowledge of the bike before purchasing.

Q10) Which Factor below Influence your decision?

Hero Honda Bajaj TVS

Price 17 22 28

Mileage 28 15 15

Quality 11 20 16

Resale Value 12 14 17

Status symbol 32 19 14

67
 HERO HONDA

INTERPRETATION:- In Hero Honda bikes the mileage of the bike and the value
that it adds to the status symbol of the customers influences the decision criteria of
most of the customers.

68
 BAJAJ

INTERPRETATION:- In Bajaj bikes customers gets more influenced by the price

and quality of the bike and also they think that it adds value to their prestige.

69
 TVS

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

70
Q11) How would you rate the following factors of Bikes with respect to
different company?

Hero Honda Bajaj TVS

Mileage 74% 72% 68%

Price 68% 65% 47%

Pick up 70% 80% 62%

Maintenance 58% 62% 74%

Look & Shape 85% 80% 72%

Brand Image 53% 55% 69%

71
INTERPRETATION: - It is observed that in rating of different features of different
bikes people give maximum rating to the look and shape of the bike. At the second
level they give their rating to the pickup. At the third level they rate mileage. And
at the fourth level they give points to maintenance. At last they rate price and brand
image

72
.

Q12) If new Bike with good features comes in, then would you like to change your
bike?

Hero Honda Bajaj TVS

Yes 10 16 14

No 16 11 11

Can’t say 4 3 5

73
CHAPTER- 6
OBSERVA

74
1. During the research project we meet many customers who have HERO
HONDA, BAJAJ AND TVS bikes.
2. It has been found that in Hero Honda mostly the customers are having
Splendor while the ratio of the customers using Passion, Karizma and
other bikes are comparatively low.
In Bajaj the customers are giving more preference to Discover and Pulsar
models and in case of TVS Bikes the customers are giving more
preference to the other models rather than Flame, Star city and Apache.
3. The maximum numbers of customers that are using these bikes fall in the
income group of 200000-300000.
4. It has been observed that most of the customers are having new bikes.
5. It has been observed that the customers are using their bikes mostly for
official and personal purpose.
6. It is observed that the awareness of Hero Honda bikes mostly comes from
friends while of Bajaj and TVS the awareness comes from newspapers
7. Out of the sample size of 90 customers, 65 customers agree with the fact
that advertisements play a very significant role in influencing their
behavior to choose the bike. On the other hand 15 customers do not agree
to this fact. While remaining 10 customers are not sure about it.
8. When the customers are asked that are they satisfied with the performance
of their bikes then most of them agrees to the fact
9. Out of the sample size of 90 customers, 55 customers says that they are
satisfied with the performance of their bikes. On the other hand 28
customers are not satisfied with the performance of the bikes that they are
having. While the remaining 10 customers are unable to say anything.
10. It is observed that most of the customers are having full knowledge of the
bike before purchasing.
75
11. It has been seen that In Hero Honda bikes the mileage of the bike and the
value that it adds to the status symbol of the customers influences the
decision criteria of most of the customers. In Bajaj bikes customers gets
more influenced by the price and quality of the bike and also they think
that it adds value to their prestige.
While in case of TVS bike the economic price of the bikes influences the
buying behavior of the customers. It is observed that in rating of different
features of different bikes people give maximum rating to the look and
shape of the bike. At the second level they give their rating to the pick-up.
At the third level they rate mileage. And at the fourth level they give
points to maintenance. At last they rate price and brand image.
12 .It is observed that the customers of Hero Honda bikes are not ready to
change their bikes even if a new bike comes in with good features. While
majority of the customers of Bajaj and TVS are ready to change their
bikes if new bike provides some good features to them

76
 CHAPTER-7
LIMITATIONS
OF
STUDY

78
 LIMITATIONS OF STUDY

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

79
 CHAPTER -8
BIBLIOGRAPHY

83
BOOKS:-
 C N SONTAKKI, (2006) “Marketing research”, Himalaya publishing House

, New Delhi
 C R KOTHARI, (2004) “Research methodology” New age International,

publishing, NEW Delhi,

 RICHARD F GERSON, (2000) “Measuring Customer Satisfaction” Viva

books (P), new Delhi.

 SAHYJA, CH AND RAO S SEKHARA (2018) “Study of
HEROMOTOCORP”, Brand management practices, New Delhi
 RAMESH, AJMERA TUSHAR (2023) “STUDY OF BAJAJ BIKES”,
Productivity Press PVT ltd Madras.

ONLINE SOURCES

1. [Link]

[Link]

2. [Link]

3. [Link]

[Link]

84
CHAPTER -9
ANNEXURIES

85
 QUESTIONNAIRE

NAME: - ………………………………………………

CONTACT NO ……………………………………….

AGE:- 15 -20 20-25

15-20 20-25

BUSINESSMAN EMPLOYEE
OCCUPATION

STUDENT OTHER

Q1) Which Bike do you ha ve?

Hero Honda TVS

Bajaj

86
Q2) Which Model do you have?

Splendor Passion
HERO HONDA:
Karizma Other

CT100 DISCOVER
BAJAJ:
Pulsar OTHER

Flame APACHE
TVS:
Star City OTHER

Q3) In which Family Income do you Fall?

100000-200000 200000 -300000

300000 – 400000 Above -400000

Q4) For how long do you own a Bike?

0 -1-year 1-2 yea

1-2 year Above – 3 years

87
Q5) For what purpose do you use your Motor Bike?

Office Purpose Personal Purpose

Joy Purpose Other

Q6) How do you come to know about this Motor Bike?

Newspaper Television

Magazines Friends/Relatives

Q7) Are you satisfied with the performance of the bike that you are currently having?

Yes No Can’t say.

Q8) Does Advertisement Influence your decision in choosing a Motor Bike?

Yes No Can’t say.

88
Q9) Do you have full knowledge about Bikes before buying?

Yes No Can’t say.

Q10). Which factor below influence your decision?

Price Mileage Quality

Resale Value Status Symbol

Q11) How would you rate the following factors of bikes with respect to different
companies?

Hero Honda Bajaj TVS

Mileage

Price

Pick up

Maintenance

Look/Shape

Brand Image

89
Q12) If new bike with good feature comes in, then would you like to change your bikes?

Yes No Can’t say.

Q13) Any Suggestions for Company

…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………

Date: (Signature)

90