Post on 06-Jul-2018
8/17/2019 DILEEP H S NEW
1/74
1
UNIVERSITY OF MYSORE
PROJECT REPORT
“A STUDY ON CUSTOMER SATISFACTION OF HONDA ACTIVA
”
SUBMITTED BY
DILIP H S
Reg. No: 13MB0220
UNDER THE UIDENCE OF:
M!. A"AY M. "ADHAV
A##$#%&'% P!o(e##o! ) DoS $' B*#$'e## A+,$'$#%!&%$o'-
Poo& B/&g&&% Me,o!$& M&/&&'& Po#% !&+*&%e Ce'%!e
M#o!e 450016
Project Report submitted to the University of Mysore in partial
Fulfilment of the requirements of IV Semester MB !e"ree
#$aminations %May& 'une ()*+ , *-
!#PR.M#/. 0F S.U!I#S I/ BUSI/#SS !MI/IS.R.I0/
P00' B12V. M#M0RI3 M1'/ P0S. 2R!U.# 4#/.R#
56 R6 S6 R0!7 M#.233I7 M8S0R#
8/17/2019 DILEEP H S NEW
2/74
2
CERTIFICATE
DEPARTMENT OF STUDIES IN BUSINESS ADMINISTRATION
2017) 2014
T/$# $# %o 8e!%$( %/&% M!. DILIP H S 7 Re"6 No. 13MB0220- o*! #%*+e'% o( 7TH #e,e#%e!
MBA / 8&!!$e+ o*% %/e P!oe8% o' “A STUDY ON CUSTOMER SATISFACTION OF
HONDA ACTIVA9 9&!% o( /$# 8*!!$8**, &8%$$% 9e! %/e 'o!,# (o! o%&$'$'g &
Po#%)!&+*&%$o' Deg!ee $' M%e! o( B*#$'e## A+,$'$#%!&%$o' (!o, U/IV#RSI.8 0F
M8S0R# +*!$'g %/e e&! 2017) 2014
M!. A"AY M. "ADHAV
A##$#%&'% P!o(e##o! ) DoS $' B*#$'e## A+,$'$#%!&%$o'
Poo& B/&g&&% Me,o!$& M&/&&'& Po#% !&+*&%e Ce'%!e
M#o!e
8/17/2019 DILEEP H S NEW
3/74
3
CERTIFICATE
POO"A BHAAVAT MEMORIAL MAHA"ANA POST RADUATE
CENTRE- ; R S ROAD- METAALLI- MYSORE.
DEPARTMENT OF STUDIES IN BUSINESS ADMINISTRATION
2017) 2014
T/$# $# %o 8e!%$( %/&% M!. DILIP H S. #%*+e'% o( IV #e,e#%e! MBA- e&!$'g %/e !eg$#%e! '*,e!
13MB0220 / #*88e##(* 8o,9e%e+ %/e P!oe8% *$!e,e'%# (o! %/e
&?&!+ o( Po#%)!&+*&%$o' Deg!ee $' M%e! o( B*#$'e## A+,$'$#%!&%$o' o( %/e U'$e!#$% o(
M#o!e- +*!$'g %/e &8&+e,$8 e&! 2017) 2014
D!. C ; Re'*=&!& P!o(. S R S ;/&+!$D$!e8%o! D$!e8%o!- De9%. o( S%*+$e#PBMM P. . Ce'%!e $' B*#$'e## A+,$'$#%!&%$o'
M#o!e PBMMPC- M#o!e
8/17/2019 DILEEP H S NEW
4/74
4
DECLARATION
I7 hereby declare that the report title “ A STUDY ON CUSTOMER SATISFACTION
OF HONDA ACTIVA” is a record of independent research carried out by me
under the "uidance of M! A"AY M "ADHAV) A##$#%&'% P!o(e##o!- DoS $'
B*#$'e## A+,$'$#%!&%$o' Pooja Bha"avat Memorial Mahajana Post 2raduate
4entre7 Mysore7 and I further declare that the findin"s in the Project Report are
independent study done by me6
Place; Mysore
!ate; !I3IP 1 S
8/17/2019 DILEEP H S NEW
5/74
5
AC;NO
8/17/2019 DILEEP H S NEW
6/74
6
CONTENT
CHAPTE
R
CONTENTS PAE
NUMBER
1 INTRODUCTION
I'%!o+*8%$o'
S%&%e,e'% o( %/e 9!oe,
Oe8%$e# o( %/e #%*+
Nee+ (o! %/e #%*+
S8o9e o( %/e #%*+
Me%/o+oog L$,$%&%$o'# o( #%*+
5)11
2 REVIE< OF LITERATURE @
THEORITICAL BAC;ROUND
12)2
3 INDUSTRIAL PROFILE
COMPANY PROFILE
PRODUCT PROFILE
2)73
7 ANALYSIS @ INTERPRETATION
OF DATA
77)60
4 FINDINS- SUESTIONS @
CONCLUSIONS
61)64
6 BIBLORPHY 66)65
5 ANNEURE 6)53
8/17/2019 DILEEP H S NEW
7/74
7
INTRODUCTION
8/17/2019 DILEEP H S NEW
8/74
8
INTRODUCTION
.he t=o =heeler se"ment in the automobile industry plays a vital role in India6 .he
present day mar
8/17/2019 DILEEP H S NEW
9/74
.he scooterette se"ment =ill continue to lead the demand for t=o =heeler in the
comin" years6
The #ndian two wheeler ind"stries rod"ced and sold a!o"t 3.4
million "nits in the year 2-1. ike any other #ndian ind"stry(
the olicy enironment g"ided and controlled this segment of the
ind"stry as well. icensing horns r"led day till the mid 89s access
to foreign technology in"ts and foreign inestment were strictly
goernment controlled.
Since mid @)As7 the Indian automobile industry =as administered select doses of
liberaliation7 forei"n collaboration coupled =ith Indian mar
8/17/2019 DILEEP H S NEW
10/74
1
satisfaction towards 'onda ctia. 'oweer( d"e to time
constraint an in deth st"dy co"ld not !e "ndertaken.
OB"ECTIVES OF STUDY
The main objectives of the study are:
1. To
8/17/2019 DILEEP H S NEW
11/74
11
SCOPE OF THE STUDY
*6 It helps to mirical
8/17/2019 DILEEP H S NEW
12/74
12
This samling lan is e;ectie in getting the
8/17/2019 DILEEP H S NEW
13/74
13
8/17/2019 DILEEP H S NEW
14/74
14
REVIE< OF LITERATURE
8/17/2019 DILEEP H S NEW
15/74
15
Bardia limohamadiD /asrin 5horshidiE*?@)
In be"innin" of *?@)s7 a majority of business sectors =ere sufferin" from hi"hoperatin" costs and inefficiencies =hich =ere a bi" loss to these sectors6 .hese
inefficiencies and lac< of effectiveness =ere consequently producin" hi"h levels of
customer dissatisfactions as =ell6
#linor 'ohnsonE*?@+
.his study is based upon the premise that creatin" value is the basis for all
businesses6 .he research problem and ultimate purpose of the study is to determine
ho= customer perceived value can be improved at the 3iberty Pro"ram7 /aplesItaly
Ina 3anduaE*?@G
Research Huestion&Purpose; !ue to environmental le"islation7 economic
influences and increasin" concern about the environment amon" the "eneral
public7 todayAs businesses are becomin" more committed to environmental issues6
Some enterprises yet have implemented a "reen strate"y6
3aleh /osratiE*??>
.he daily "ro=th of the internet and e,commerce has chan"ed the =ay of
mar
8/17/2019 DILEEP H S NEW
16/74
16
Mojdeh 2heelaya"h E*??-
Ban
8/17/2019 DILEEP H S NEW
17/74
17
R#F#R#/4#
Bardia limohamadi7 /asrin 5horshidiE*?@);.he inefficiencies and lac< of
effectiveness =ere consequently producin" hi"h levels of customer
dissatisfactions6
#linor 'ohnsonE*?@+;creatin" value is the basis for all businesses6
Ina 3anduaE*?@G; .odayAs businesses are becomin" more committed to
environmental issues6
3aleh /osratiE*??>;.he development in electronic information resources and the
evolution of the di"ital a"e product sellers and information service providers face
many ne= challen"es6
Saadullah 5hanE*??+;.he development of #lectronic ban;.he effective and satisfactory
replenishment plannin" and information sharin" shall be desi"ned to improve the
security of consumer satisfaction6
Parmita SahaD 8anni KhaoE())-; 0nline services is one of the
8/17/2019 DILEEP H S NEW
18/74
18
THEORITICAL BAC;ROUND
8/17/2019 DILEEP H S NEW
19/74
1
CUSTOMER SATISFACTION
4ustomer satisfaction suffices the customer6 4ustomer visualies7 perceives and
=ill have some e$pectations before ma
8/17/2019 DILEEP H S NEW
20/74
2
Po#% 9*!8/e &8%$o'#
.here is hi"h probability of purchasin" the product if the customer care satisfied6
Mar
8/17/2019 DILEEP H S NEW
21/74
21
4ustomers buyin" decision process6
.he company should i"nore competitions and concentrate on customers one,on,
one that =ill drive competition cray6 .his can be most potent competitive =eapon6
4ustomer satisfaction should be main objective7 "oal and mar
8/17/2019 DILEEP H S NEW
22/74
22
COMPLAINT AND SUGGESTIONS
customer,oriented company records7 analysis and responds to complaints
and tries to correct problems by ne= ideas and should =elcome complaints and try
to correct problems by ne= ideas and should help customers6 Many hotels7restaurants and ban
8/17/2019 DILEEP H S NEW
23/74
23
CUSTOMER SURVEYS
It is conducted to learn ho= product has affected brand choice behavior7
=hat they thou"ht of it and it is direct measure of satisfied customers6
4ompanies periodically send questionnaires or ma
8/17/2019 DILEEP H S NEW
24/74
24
!irect all mar
8/17/2019 DILEEP H S NEW
25/74
25
4ompanies should have quest to find innovative ideas and featured or attributes
that =ill create e$citement and desire and they should loo< beyond =hat the
customer says6
8/17/2019 DILEEP H S NEW
26/74
26
8/17/2019 DILEEP H S NEW
27/74
27
persuade us to buy6 .he study of consumer behavior enables us to become better
and =iser consumers6
s mar
8/17/2019 DILEEP H S NEW
28/74
28
ccordin" to Lalters C Paul :4onsumer behaviour is the process =hereby
individuals decide =hat7 =hen7 =here7 ho= and from =hom to purchase "oods and
services96
:4onsumer may be defined as all the individuals and households that buy and
acquire "oods and services for personal consumption69
4onsumers differ in the a"e7 income7 taste and preference and educational levels
and therefore the mar study of consumer behaviour helps in effective mar
8/17/2019 DILEEP H S NEW
29/74
2
8/17/2019 DILEEP H S NEW
30/74
3
INDUSTRY PROFILE
Since time immemorial man has been tryin" to ma
8/17/2019 DILEEP H S NEW
31/74
31
The inention of wheel reol"tioni*ed the concet of
transortation. #nitially h"man !eings and animals were "sed for
drawing carts !"t the *est to faster and delier large ="antities in
faster eriod res"lted in constant imroement of wheel drien
carts.
#n 185 Dattli! Ealmer and +alt Fen* inented the
8/17/2019 DILEEP H S NEW
32/74
32
From 'anuary *??+ the mar
8/17/2019 DILEEP H S NEW
33/74
33
I&D#STR$ PRO)I!%
.he Indian t=o =heelers industries can be broadly classified as scooters7
motorcycles and mopeds6 .hese se"ments as sho=n belo= constitute the domestic
t=o =heeler sales of >6+ million in financial year ())?,)?6
In the last si$ years7 the domestic t=o =heeler industries have seen structural
chan"es6 .his can be seen from the chan"e in composition of t=o =heeler sales6
Lhere the motor cycles have consistently "ained mar
8/17/2019 DILEEP H S NEW
34/74
34
*OTOR C$C!% S+%%P ST,%S:
*R(I&S -O!#*% &%T PRO)IT
./01203
4assessment
year 5
S!%S in
nos6
4 Rs6 Cr5 4 Rs6
Cr 5
475
'ero-'onda 1(2(51 336.88 246.87 7.33
Fa?a? a"to 5(42(531 3628.74 24.5 6.8
T) 3(54(47 182.8 62.57 3.44
/amaha 1(71(37 not listed not listed not
listed
INDUSTRIAL BACKGROUND
#ndian a"tomo!ile ind"stry is f"ll of !ig names s"ch as
ar"ti( +awasaki( Tata( T)( )"*"ki( /amaha( 'ero 'onda( and
many others hae swet away the a"tomo!ile market with high
="ality 2 and 4 wheelers. When we shift o"r attention to
man"fact"rers of !ikes in #ndia s"ch as 'ero 'onda( /amaha( T)-
)"*"ki( F"llet and many others occ"y re-dominant ositions in
o"r eyes. These hae !een gained !ig stat"s to their entity with
li!erali*ation oening gates of conseratie #ndian economy(
many m"ltinational comanies are colla!orating with #ndian
8/17/2019 DILEEP H S NEW
35/74
35
comanies to market share for their ehicles at international
leel.
8/17/2019 DILEEP H S NEW
36/74
36
COMPANY PROFILE
HONDA
8/17/2019 DILEEP H S NEW
37/74
37
1onda is the =orlds lar"est manufacturer of (,=heelers6 Its symbol7 the Lin"s7
represents the companys un=averin" dedication in achievin" "oals that are unique
and above all7 conformin" to international norms6 .hese =in"s are no= in India as
1onda Motorcycle C Scooter India Pvt6 3td6 E1MSI7 a =holly o=ned subsidiary
of 1onda Motor 4ompany 3td67 'apan6 .hese =in"s are here to initiate a chan"e
and ma
8/17/2019 DILEEP H S NEW
38/74
38
Q .he scooterette is too small and similar to mopeds
.he 1onda ctiva is equipped =ith a number of ne= functions and mechanisms7introduced for the first time in India6 It is desi"ned to offer "reater functionality7
performance7 economy7 and ease of handlin" and maintenance to a =ide cross,
section of the Indian society6
s responsible members of society and industry7 =e 1onda Motorcycle and
Scooters India Pvt6 3td6 E1MSI7 Manesar manufacturer of t=o =heelers7
reco"nie that =ell bein" of humans and conservation of earths environment is
important6 By adoptin" environmental mana"ement system7 1MSI is movin"
to=ards realiation of 1ondas "reen factory concept6
Le shall endeavor to continually monitor7 improve and conserve the environment
in =hich =e operate6 1MSI is committed to achieve7 environmental e$cellence in
all its industrial activities7 in the follo=in" =ays;
Q 4onservin" environment throu"h preventin" pollution at its source of "eneration
and stren"thenin" our e$istin" pollution control system6
Q Promotin" conservation of resources such as ener"y7 =ater7 oil and "rease and
other ra= materials7 by reusin"7 recyclin" and minimiin" the =aste "eneration6
Q 4omplyin" =ith all applicable le"al&re"ulatory requirements and strive to "o
beyond =herever possible6
Q Re"ular monitorin" and revie=in" of environmental objectives and tar"ets6
8/17/2019 DILEEP H S NEW
39/74
3
Q Increasin" environment a=areness and competence amon"st our employees and
encoura"e vendors C dealers to adopt #MS6
R&8$'g
1onda has al=ays played an important role in motor sports7 believin" it to
be the sprin"board for technolo"ical advancement6 1onda has made its mar< in the
-))cc class Motorcycle Racin" Lorld 4hampionship and more6
Te8/'oog
0ur fundamental desi"n philosophy see
8/17/2019 DILEEP H S NEW
40/74
4
E'$!o',e'%
1onda is unrivalled in ma
8/17/2019 DILEEP H S NEW
41/74
41
PRODUCT PROFILE
8/17/2019 DILEEP H S NEW
42/74
42
HONDA ACTIVA
Te8/'$8& S9e8$($8&%$o'#
#n"ine;
.ype +,stro
8/17/2019 DILEEP H S NEW
43/74
43
F*e T&'= C&9&8$%:
.an< capacity G litres
B!&=e#:
Front !rum7 *>) mm dia
Rear !rum7 *>) mm dia
T!e #$Ge:
Front >6-),*)7 + PR
Rear >6-),*)7 + PR
S*#9e'#$o':
Front Bottom lin< =ith sprin" loaded
hydraulic damper
Rear Unit s=in" =ith sprin" loaded
hydraulic damper
Coo!#:
Strand silver metallic
Blac<
3aser red
8/17/2019 DILEEP H S NEW
44/74
44
Precious "old metallic
ure blue metallic
Fe&%*!e#:
Ae!o+'&,$8 De#$g': .he 1onda ctiva has an aerodynamic body that helps cool
the en"ine throu"h smoother airflo=6 It also helps to lo=er fuel consumption by
lo=erin" air resistance6
T*((*9 T*e: .he .yres of the 1onda ctiva have double layered tubes =ith fluid
in bet=een6 .his seals the air lea
8/17/2019 DILEEP H S NEW
45/74
45
ANALYSIS @ INTERPRETATION OF
DATA
T&e 1:
Age !o*9 o( %/e Re#9o'+e'%#
Age No o( !e#9o'+e'%#
8/17/2019 DILEEP H S NEW
46/74
46
*@,(- >?
(-,>( *@
>(,>? **
>? C above >(
O#e!&%$o'
"e is the very important factor in the purchase decisions of the customers6 People
of different a"e "roup prefer different types of t=o =heelers6 0ut of the surveyed
*)) respondents7 >? N respondents belon" to the a"e "roup *@,(- yearsD *@ N
respondents belon" to the a"e "roup of (-,>( yearsD and ** N respondents belon"
to the a"e "roup of >(,>?D >( N of them belon" to >? C bove6
!&9/ 1: Age !o*9 o( %/e Re#9o'+e'%#
a b c d0
5
10
15
20
25
30
35
4039
18
11
32
39 & above
8/17/2019 DILEEP H S NEW
47/74
47
T&e 2:
Se o( %/e !e#9o'+e'%#e'+e! No o( !e#9o'+e'%#
Male G
Female (+
O#e!&%$o'
Se$ is also an important consideration for the mar
8/17/2019 DILEEP H S NEW
48/74
48
T&e 3:
O88*9&%$o' o( %/e Re#9o'+e'%#
O88*9&%$o' No o( !e#9o'+e'%#
Student >+
Service (*
Business G
Professional >?
O#e!&%$o'
0ccupation is very important factor or consideration in purchasin" a t=o =heeler6
People prefer to buy a t=o =heeler for the sa
8/17/2019 DILEEP H S NEW
49/74
4
O88*9&%$o' o( %/e Re#9o'+e'%#
a b c d
0
5
10
15
20
25
30
35
40 34
21
6
39
professional
T&e 7:
Mo'%/ I'8o,e o( %/e Re#9o'+e'%#
Mo'%/ I'8o,e No o( !e#9o'+e'%#
-))),*)7)))
*)7))),*-7))) +
*-7))),()7))) *?
()7))) C bove (
O#e!&%$o'
Income is the important consideration in the purchase of a t=o =heeler6 !ependin"
on his income the person =ill "o for the type of t=o =heeler7 =hich he can afford
for6 0ut the surveyed *)) respondentsD N or respondents belon" to -))),
*)7)))D + N or + respondents belon" to *)7))),*-7)))D *? N or *? respondents
belon" to *-7))),()7)))D and rest N or respondents belon" to ()7))) and
bove6
8/17/2019 DILEEP H S NEW
50/74
5
!&9/ 7:
Mo'%/ I'8o,e o( %/e Re#9o'+e'%#
a b c d0
5
10
15
20
25
30
35
40
45
50
7
47
19
27
20,000& above
T&e 4:
O?'e!#/$9 #%&%*# o( %/e A8%$&
O?'e!#/$9 #%&%*# No o( !e#9o'+e'%#
Self o=ned ??
8/17/2019 DILEEP H S NEW
51/74
51
4ompany o=ned *
4ompany leased )
O#e!&%$o'
.he study sho=s that out of the *)) surveyed respondents ??N of them o=nin"
ctiva =ere self,o=ned7 *N =as company o=ned and none of them =ere usin"
company leased6
!&9/ 4:
O?'e!#/$9 #%&%*# o( %/e A8%$&
a b c
0
10
20
30
40
50
60
70
80
90
100
99
1
0
company leased
8/17/2019 DILEEP H S NEW
52/74
52
T&e 6:
Re8o,,e'+&%$o' o( A8%$& %o o%/e!#
Re8o,,e'+&%$o' No o( !e#9o'+e'%#
8es @
/o *>
O#e!&%$o'
.he above study reveals that the @N of the respondents =ould liN of the
respondents told that they =ould not recommend ctiva7 as they =ould "et a bi
8/17/2019 DILEEP H S NEW
53/74
53
!&9/ 6:
Re8o,,e'+&%$o' o( A8%$& %o o%/e!#
a b
0
10
20
30
40
50
60
70
80
90
87
13
no
8/17/2019 DILEEP H S NEW
54/74
54
T&e 5:
R&%$'g# (o! R$+e- H&'+$'g
R&%$'g# No o( !e#9o'+e'%#
#$cellent +@
2ood (G
vera"e *G
Poor *)
O#e!&%$o'
.he study sho=s that the respondents ratin"s for Ride C 1andlin"6 +@N of them
told that it =as e$cellent7 (GN told that it =as "ood7 *GN told that it =as avera"e
and *)N of them told that it =as poor6
!&9/ 5:
8/17/2019 DILEEP H S NEW
55/74
55
R&%$'g# (o! R$+e- H&'+$'g
a b c d
0
5
10
15
20
25
3035
40
45
5048
26
16
10
poor
T&e :
R&%$'g# (o! Co,(o!%
R&%$'g# No o( !e#9o'+e'%#
#$cellent -(
2ood (+
vera"e (>
Poor *
8/17/2019 DILEEP H S NEW
56/74
56
O#e!&%$o'
.he study sho=s that the respondents ratin"s for 4omfort6 -(N of them told that it
=as e$cellent7 (+N told that it =as "ood7 (>N told that it =as avera"e and *N of them told that it =as poor6
R&%$'g# (o! Co,(o!%
8/17/2019 DILEEP H S NEW
57/74
57
a b c d
0
10
20
30
40
50
6052
24 23
1
poor
T&e :
R&%$'g# (o! Ro&+ !$9
R&%$'g# No o( !e#9o'+e'%#
8/17/2019 DILEEP H S NEW
58/74
58
#$cellent *
2ood (*
vera"e >
Poor (-
O#e!&%$o'
.he study sho=s that the respondents ratin"s for Road 2rip6 *N of them told that
it =as e$cellent7 (*N told that it =as "ood7 >N told that it =as avera"e and (-N
of them told that it =as poor6
R&%$'g# (o! Ro&+ !$9
8/17/2019 DILEEP H S NEW
59/74
5
a b c d
0
5
10
15
20
25
30
35
40
17
21
37
25
poor
T&e 10:
R&%$'g# (o! E'g$'e Pe!(o!,&'8e
R&%$'g# No o( !e#9o'+e'%#
8/17/2019 DILEEP H S NEW
60/74
6
#$cellent +
2ood *-
vera"e >*
Poor
O#e!&%$o'
.he study sho=s that the respondents ratin"s for #n"ine Performance6 +N of
them told that it =as e$cellent7 *-N told that it =as "ood7 >*N told that it =as
avera"e and N of them told that it =as poor6
R&%$'g# (o! E'g$'e Pe!(o!,&'8e
8/17/2019 DILEEP H S NEW
61/74
61
a b c d
0
5
10
15
20
25
30
35
40
45
50 47
15
31
7
poor
8/17/2019 DILEEP H S NEW
62/74
62
FINDINS- SUESTIONS @ CONCLUSIONS
FINDINS
8/17/2019 DILEEP H S NEW
63/74
63
Silicon 1onda Pvt6 3td6 0ccupy prime position =ith -(N of sample sie
recommendin" the dealers for 1onda ctiva t=o =heelers6
(N of the sample sie told that the service "iven by the Silicon 1onda =as
e$cellent6
dvertisements have popularied other dealers =ith friends of the customers
=ith +(N of them indicatin" for it6
!elivery instruments are "iven properly by all the dealers6
ll the customers say that they prefer to service their vehicles at the
authoried service centers only6
>>N of the customers told that they =ould purchase another 1onda ctiva in
future for their family members or for their relatives6
(?N of the customers say that they purchased ctiva for its travellin"
comfort6
((N told that ctiva is easy to ride6
(GN told that ctiva is a fuel efficient t=o =heeler6
??N of the customerAs o=nership status of ctiva is self,o=ned6
*(N purchased ctiva as they felt it =as a trend for it6
Indian mar
8/17/2019 DILEEP H S NEW
64/74
64
.his study is aimed at analyin" customer satisfaction =ith sample of *))
members7 =hich has helped in "ettin" an overall vie= of customer satisfaction
to=ards 1onda ctiva considerin" different criteria6
Base on the study follo=in" su""estions can be considered
Providin" more techno,driven7 sophisticated e$teriors
8/17/2019 DILEEP H S NEW
65/74
65
CONCLUSION
8/17/2019 DILEEP H S NEW
66/74
66
*6 Improved product and process quality
(6 Incorporates lessee learned and best practices from "lobal automotive industry
>6 Provides additional confidence for "lobal sourin"
+6 Provides a "lobal quality system approach in the supply chain for
subcontractor development and consistency6
-6 Reduction in variation7 =aste and increased efficiency
G6 Reduction in second party audits and elimination of multiple third party
re"istration
6 Provides a common lan"ua"e for =orld=ide quality system requirements
8/17/2019 DILEEP H S NEW
67/74
67
BIBLIORAPHY
Boo=#:
*6 Principles of Mar
8/17/2019 DILEEP H S NEW
68/74
68
(6 Research Methodolo"y
By 46R65othari6
M&g&G$'e#:
*6 uto Lorld6
(6 0ver drive6
>6 uto India6
Ne?# P&9e!#:
*6 .imes of India6
(6 #conomic .imes6
8/17/2019 DILEEP H S NEW
69/74
6
ANNEURE
ameG
geG
DenderG
8/17/2019 DILEEP H S NEW
70/74
7
ddressG ---------------------------------------------------------
---------------------------------------------------------
Ehone oG
>mail #HG
Icc"ationG )t"dent F"siness
)erice Erofessional
onthly #ncomeG 5-1( 1(-15(
15(-2( 2( J !oe
SP%CI)IC I&)RO*TIO&
1. What is the owner shi stat"s of 'onda ctiaK
)elf owned
Lomany owned
Lomany leased
2.ge gro" of the resondents
o 18-25
o 25-32
8/17/2019 DILEEP H S NEW
71/74
71
o 32-3
o 3 J a!oe
3. se of the resondents
o ale
o Memale
4. #f yo" were to recommend a scooter wo"ld yo"
recommend anyone 'onda ctiaK
/es o
5. 'ow do rate 'onda ctia in terms of
"asis %8cellent (ood verage Poor
0ide( 'andling
8/17/2019 DILEEP H S NEW
72/74
72
Lomfort
0oad gri
ileage
Hesign
>ngine
erformance
)eed
Fraking
Eick-"
6. Where did yo" !"y yo"r scooterK
Healers ameG
)ilicon 'onda Lity 'onda
'aik" 'onda
Elanet 'onda
7. 0eason for a!oe dealersK
)erice erformance facilities Mriends
dertisement Ithers
8. Where do yo" "s"ally go for sericeK
"thori*ed selling dealer
8/17/2019 DILEEP H S NEW
73/74
73
Ither a"thori*ed serice center
Eriate sho
. re yo" lanning to !"y another ctia in the near
f"t"reK
/es o
1. What mode of do yo" referK
Lash Minance schemes
Lomany loan Ithers
11. What are the so"rces the create awarenessK
ews aers Teleision
aga*ines )how-room dislay
>hi!ition Eostal catalog"e
12. Icc"ation of the resondents
)t"dent
)erice
F"siness
Erofessional
13.0atings for comfort
>cellent
8/17/2019 DILEEP H S NEW
74/74
74
Dood
erage
Eoor
14.0atings for road gri
>cellent
Dood
erage
Eoor
15.ratings for engine performance
>cellent
Dood
erage
Eoor