Customer awareness and effectiveness @ hero honda project report

PATSON AGENCIES, BELGAUM INDEX

CONTENTS PAGE NO.

CHAPTER – I

Executive Summary

Introduction

Literature Review

Statement Of The Problem

Purpose Of The Study

Scope Of The Study

Objective Of The Study

CHAPTER - II

Organization Profile

Organization Chart

Sampling

Marketing Research Design

Data Collection Methods

Measuring Tools

CHAPTER - III

Analysis & Interpretation

Master Data Code Sheet

Summary

Findings

Recommendation & Suggestions

Conclusion

CHAPTER - IV

Questionnaire

Bibliography

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http://en.wikipedia.org/wiki/Image:HeroHonda.gif

PATSON AGENCIES, BELGAUM

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EXECUTIVE SUMMERY

A project report containing the marketing research on “Customer awareness and

effectiveness of Hero Honda passport program” HHPP is a is a program launched by

the company to build long term relations with customers & to promote the sales of

original spares & services. From authorized dealer only.

This project is partial fulfillment of requirement of MBA 2nd semester in Belgaum

Institute of Management Studies, Belgaum.

It was an opportunity to learn the practical aspects of industries. I choose this topic

concerned to company requirement. Hero Honda company is market leader in two-

wheeler segment. And to maintain this relation they need strong relation with their

customers. And achieve that company has launched this HHPP program.

Now company want to know the awareness & effectiveness of this program.

So they need to know, what is the awareness level & the customer response about Hero

Honda passport program was needed I collated the information by a structured

questionnaire that included requirements what the company needed & the questionnaire

is attached in the appendix.

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INTRODUCTION

The project consists of the topic called “customer awareness & effectiveness of Hero

Honda passport program” at PATSON agencies.

Hero Honda company is worlds largest two wheeler motorcycle company. It is a joint

venture company between Hero group & Honda company Japan it has highest record of

selling two wheeler bikes ever.

I carried out my project in PATSON agencies who are the major dealers of Hero Honda

company in Belgaum city.

The reason behind Hero Honda company to become worlds No.1 company are satisfied

customers & dealers.

So to keep this position, company has to build good relation with customers. So company

has launched “Hero Honda passport program” which is a customer relation program as

well as dealers beneficial program.

It is a great opportunity for me to do a project for such a esteemed company. And the

project was required for the partial fulfillment of MBA 2nd semester in “Belgaum Institute

of Management Studies, Belgaum.”

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PATSON AGENCIES, BELGAUMHence it is necessary to know the customers are aware of this program. It is also

necessary to know the effectiveness of this program. Hence a questionnaire was

formulated. Keeping in mind the objectives that were framed with the help of company’s

guide & the survey was being conducted at major part of the Belgaum city, & Hero

Honda outlet (PATSON agencies).

Also which helps the customers to update his knowledge & make better decisions.

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LITERATURE REVIEW

Since efficient consumer response (ECR) was first introduced into the academic literature

in 1993, it has been defined more in the sense of a system or a philosophy rather than a

particular concept & integration of the marketing channels.

The efficient consumer response (ECR) movement began in US in 1993. The main reason

why this program was initiated was an on increasing population of consumers demanding

more quality more variety less time out of their hectic schedule.

ECR is about “Working together to fulfill consumer whishes better, faster & at less cast”

Embedded in this simple statement are two fundamental principles that guide all ECR

efforts.

Focus on consumers: A commitment to the belief that sustained business success stems

only from providing consumers with products services that consistently meet their

purpose their demands & expectations.

Working together: Recognition that the greatest consumer value can be offered only

when organizations, work internally & with their trading partners, to overcome barriers

that erode efficiency & effectiveness.

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STATEMENT OF THE PROBLEM

In this era of competitive world, the companies providing services & other tang able

products to the customers has to become more customer attentive. For that companies has

to maintain long & productive relation with the customers. Taking this into consideration

Hero Honda has launched program to customers, i.e. Hero Honda passport program. Now

company wants to know awareness level & effectiveness of that program.

PURPOSE OF THE STUDY

To determine the awareness of Hero Honda passport program

To get ideas for improvement from customers

To know the attitude of the customers about HHPP

To spares & services from authorized dealers

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SCOPE OF THE STUDY

The main purpose of the study is to know the customer awareness, effectiveness, 7

response towards HHPP. The study is conducted in Belgaum city. This study help the

company to know the effectiveness of this program in Belgaum city at Patson agencies.

OBJECTIVES OF THE STUDY

Research objectives:

1) To know the awareness level of customer about Hero Honda passport program.

2) To know the effectiveness of Hero Honda passport program.

3) To know the attitude of customers

4) To suggest the Ideas for improvement of Hero Honda Passport Progra

INDUSTRY PROFILE

Auto Industry

Automobile industry has a mixed rally in terms of production performance. The overall

growth for the year 2001-02 over the previous year was 13%. Passenger cars and

MUVs together recorded a production growth of 7%. The growth of heavy vehicles was

low at 3.5%. The LCV's however registered a negative growth during the year.

The two and three wheeler industry braved the slow down and recorded a growth of

16% for the year 2001-02. Within the two-wheeler industry, motorcycle segment grew

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PATSON AGENCIES, BELGAUMat a phenomenally high rate of 35% as against a deceleration of 3% for scooters and

27% for mopeds. In fact, motorcycle has been taking away the share of scooters and

mopeds in a 4.3 million two-wheeler market and surging ahead with its market share

of 68%. The increasing demand from semi-urban and rural segments may have caused

this positive shift towards motorcycles. Also, easy credit coupled with low interest rate

regime, constrained personal transport, increasing income levels in middle class and

higher aspirations of young people all seem to be the factors responsible for such high

growth in two-wheelers. The growth in two-wheelers has been robust enough to counter

the slow down and other factors constraining the overall business activity in the

country. Also, rationalization of excise duty in the Union Budget 2001-02 had a

positive impact on the demand for motorcycles. We also expect the motorcycles to

continue to lead the two-wheeler segment like in all other Asian countries. Available

forecasts suggest that this trend would continue for another couple of years and the

industry would record nearly double-digit average annual growth up to 2006.

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COMPANY PROFILE

Hero Honda Motorcycle Ltd.

Type Public company BSE:HEROHONDA M

Founded January 19, 1984

Location India

Key people Brijmohan Lal Munjal (Chairman and Managing Director

Industry Automotive

Products Motorcycles, Scooters

Revenue 7,536 crores Rs 2004-2005

Website www.herohonda.com

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 top selling motorcycle. Its 2 plants are in Dharuhera

and Gurgaon, both in Haryana, India. It specializes in dual use motorcycles that are

underpowered and very fuel efficient

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http://en.wikipedia.org/wiki/Haryana

http://en.wikipedia.org/wiki/Japan

http://en.wikipedia.org/wiki/Honda

http://www.herohonda.com/site/home/home.asp

http://en.wikipedia.org/wiki/Website

http://en.wikipedia.org/wiki/Indian_rupee

http://en.wikipedia.org/wiki/Revenue

http://en.wikipedia.org/wiki/Product_(business)

http://en.wikipedia.org/wiki/Industry

http://en.wikipedia.org/wiki/India

http://www.bseindia.com/price_finder/stockreach.asp?scripcd=500182

http://en.wikipedia.org/wiki/Bombay_Stock_Exchange

http://en.wikipedia.org/wiki/Public

http://en.wikipedia.org/wiki/Category:Types_of_companies


http://en.wikipedia.org/wiki/Image:Green_up.png


PATSON AGENCIES, BELGAUMMission Statement:

“We, at Hero are continuously for synergy between technology, systems, and human

resources to provide products and services that 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”.

Board of Directors:

Chairman: Mr. Brijmohan Lall Munjal

Managing Director: Mr. Pawan Munjal

Joint Managing Director Mr. Miki Yamamoto

Director Mr. Satyanand Munjal

Director Mr. Om Prakash Munjal

Director Mr. Satoshi Toshida

Director Mr. Koji Nakazono

Director Mr. S P Virmani

Director Mr. N N Vohra

Director Mr. Pradeep Dinodia

Director Gen. (Retd.) V P Malik

Director Mr. Analjit Singh

Director Dr. Pritam Singh

Director Dr. Vijay Laxman Kelkar

Director Ms. Shobhana Bharlia

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PATSON AGENCIES, BELGAUMMilestones of Hero Honda Company

1984: Company Incorporated Technical collaboration signed Foundation stone laid.

1985: First motorcycle (Model CD 100) produced 200 motorcycles per day production.

1986: Quality circles launched.

1987: Engine plant stated 1,00,000th Motorcycle produced.

1988: Hero Honda Family club formed at Gurgaon 200,000th motorcycle produced.

1989: Sleek model Introduced 300,000th Motorcycle produced.

1990: 400,000th Motorcycle produced Pegasus Award from Digest for campaigning ‘One

Liter Road’

1994: Splendor model introduced 10,00,000th motorcycle produced.

1995: National Award for Outstanding contribution to the Development of Indain Scale

Industry (NSIC Award presented by president of India)

1996: Hero Honda becomes first company to serve Army, Navy & Air Force with its

100cc motorcycles 1000 motorcycles per day production stated.

1999: Best productivity Award for the best performance in Automobile & Tractor Sector

by National Productivity council presented by Vice President of India.

2000: Splendor declared world No. one largest selling signal two wheeler model.

Passport Program – Customer Relation Program launched

2001: Winner of the Review 200- Asia’s Leading Companies Award (9th Rank amongst

top 10 Indian Companies) passion model launched Achieved OM – One million

production in one single year.

2002: Winner of the Review 200- Asia’s Leading Companies Award (4th Rank amongst

top 10 Indian Companies)

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PATSON AGENCIES, BELGAUM2003: Winner of the Review 200- Asia’s Leading Companies Award (3rd Rank amongst

top 10 Indian Companies)

Company Profile

“Hero”, is the brand name used by the Munjal brothers in the year 1956 with the flagship

company Hero Cycles. The two-wheeler manufacturing business of bicycle components

had originally started in the 1940’s and turned into the world’s largest bicycle

manufacturer today. Hero, is a name synonymous with two-wheelers in India today. The

Munjals roll their own steel, make free wheel bicycle critical components and have

diversified into different ventures like product design. The Hero Group philosophy is:

“To provide excellent transportation to the common man at easily affordable prices and

to provide total satisfaction in all its spheres of activity”. The Hero group vision is to

build long lasting relationships with everyone (customers, workers, dealers and vendors).

The Hero Group has a passion for setting higher standards and “Engineering Satisfaction”

is the prime motivation, way of life and work culture of the Group. In the year 1984, Mr.

Brijmohan Lal Munjal, the Chairman and Managing Director of Hero Honda Motors

(HHM), headed an alliance between the Munjal family and Honda Motor Company Ltd.

(HMC). HHM Mission Statement is: “We, at Hero Honda, are continuously striving for

synergy between technology, systems, and human resources to provide products and

services that meet the quality, performance, and price aspirations of our customers. While

doing so, we maintain the highest standards of ethics and societal responsibilities,

constantly innovate products and processes, and develop teams that keep the momentum

going to take the company to excellence in the new millennium”. This alliance became

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PATSON AGENCIES, BELGAUMone 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.

II. HISTORY

India has the largest number of two wheelers in the world with 41.6 million vehicles.

India has a mix of 30 percent automobiles and 70 percent two wheelers in the country.

India was the second largest two wheeler manufacturer in the world starting in the 1950’s

with the birth of Automobile Products of India (API) that manufactured scooters. API

manufactured the Lambrettas but, another company, Bajaj Auto Ltd. surpassed API and

remained through the turn of the century from its association with Piaggio of Italy

(manufacturer of Vespa). The license raj that existed between the1940s to1980s in India,

did not allow foreign companies to enter the market and imports were tightly controlled.

This regulatory maze, before the economic liberalization, made business easier for local

players to have a seller’s market. Customers in India were forced to wait 12 years to buy

a scooter from Bajaj. The CEO of Bajaj commented that he did not need a marketing

department, only a dispatch department. By the year 1990, Bajaj had a waiting list that

was twenty-six times its annual output for scooters. The motorcycle segment had the

same long wait times with three manufacturers; Royal Enield, Ideal Jawa, and Escorts.

Royal Enfield made a 350cc Bullet with the only four-stroke engine at that time and took

the higher end of the market but, there was little competition for their customers. Ideal

Jawa and Escorts took the middle and lower end of the market respectively. In the mid-

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PATSON AGENCIES, BELGAUM1980s, 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 more reliable and with better quality. Indian

companies had to change to keep up with their global counterparts.

III. BUSINESS 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,

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PATSON AGENCIES, BELGAUMemployees, vendors and dealers, as also worldwide recognition. The growth of the Group

through the years has been influenced by a number of factors: Just-in-Time The Hero

Group through the Hero Cycles Division was the first to introduce the concept of just-in-

time inventory. The Group boasts of superb operational efficiencies. Every assembly line

worker operates two machines simultaneously to save time and improve productivity.

The fact that most of the machines are either developed or fabricated in-house, has

resulted in low inventory levels. In Hero Cycles Limited, the just-in-time inventory

principle has been working since the beginning of production in the unit and is functional

even till date.. This is the Japanese style of production and in India; Hero is probably the

only company to have mastered the art of the just-in-time inventory principle.

Ancillarisation:

An integral part of the Group strategy of doing business differently was providing

support to ancillary units. There are over 300 ancillary units today, whose production is

dedicated to Hero's requirements and also a large number of other vendors, which include

some of the better known companies in the automotive segment. Employee Policy:

Another Striking feature within the Hero Group is the commitment and dedication of its

workers. There is no organized labor union and family members of employees find ready

employment within Hero. The philosophy with regard to labor management is "Hero is

growing, grow with Hero." When it comes to workers' benefits, the Hero Group is known

for providing facilities, further ahead of the industry norms. Long before other companies

did so, Hero was giving its employees a uniform allowance, as well as House Rent

Allowance (HRA) and Leave Travel Allowance (LTA). Extra benefits took the form of

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PATSON AGENCIES, BELGAUMmedical check-ups, not just for workers, but also for the immediate family members.

Dealer Network:

The relationship of Hero Group with their dealers is unique in its closeness. The dealers

are considered a part of the Hero family. A nation-wide dealer network comprising of

over 5,000 outlets, and have a formidable distribution system in place. Sales agents from

Hero travels to all the corners of the country, visiting dealers and send back daily

postcards with information on the stock position that day, turnover, fresh purchases,

anticipated demand and also competitor action in the region. The manufacturing units

have a separate department to handle dealer complaints and problems and the first

response is always given in 24 hours. Financial Planning:

The Hero Group benefits from the Group Chairman's financial acumen and his grasp on

technology, manufacturing and marketing. Group Company, Hero Cycles Limited has

one of the highest labor productivity rates in the world. In Hero Honda Motors Limited,

the focus is on financial and raw material management and a low employee turnover.

Quality: Quality at Hero is attained not just by modern plants and equipment and through

latest technology, but by enforcing a strict discipline. At the Group factories, attaining

quality standards is an everyday practice - a strictly pursued discipline. It comes from an

amalgamation of the latest technology with deep-rooted experience derived from nearly

four decades of hard labor. It is an attitude that masters the challenge of growth and

change - change in consumers' perceptions about products and new aspirations arising

from a new generation of buyers. Constant technology up gradation ensures that the

Group stays in the global mainstream and maintains its competitive edge. With each of its

foreign collaborations, the Group goes onto strengthen its quality measures as per the

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PATSON AGENCIES, BELGAUMbook. The Group also employs the services of independent experts from around the world

to assist in new design and production processes. Diversification:

Throughout the years of enormous growth, the Group Chairman, Mr. Lall has actively

looked at diversification. A considerable level of backward integration in its

manufacturing activities has been ample in the Group's growth and led to the

establishment of the Hero Cycles Cold Rolling Division, Munjal and Sunbeam Castings,

Munjal Auto Components and Munjal Showa Limited amongst other component-

manufacturing units. Then there were the expansion into the automotive segment with the

setting up of Majestic Auto Limited, where the first indigenously designed moped, Hero

Majestic, went into commercial production in 1978. Then came Hero Motors which

introduced Hero Puch, in collaboration with global technology leader Steyr Daimler Puch

of Austria. Hero Honda Motors was established in 1984 to manufacture 1000 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 an culture

of entrepreneurship, of right attitudes and building stronger relationships with investors,

partners, vendors and dealers and customers.

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PATSON AGENCIES, BELGAUM SALES PERFORMANCE

Hero Honda, the ‘World No.1’ two-wheeler company, continues to strengthen its

leadership in the Indian two-wheeler industry, registering impressive growth in sales in

the first quarter of the FY 2006 – 07.

For the quarter ending June 2006, the company achieved cumulative sales of 8,32,692

units, recording a growth of 21.29% compared to the same period last year. During the

corresponding period last Financial Year, the company had recorded sales of 6,86,494

units in the first quarter ending June 2005.

In June 2006, the company sold 2,78,660 units registering an impressive growth of

23.26% as against 2,26,073 units in June last year.

During the month, Hero Honda launched Glamour FI - India’s first Fuel Injection

motorcycle. The new technology eliminates the need for a carburetor, offers the most

comfortable drive and the lowest emissions, in addition to a host of other features, which

is now available for the first time to Indian two-wheeler riders.

An Environmentally and Socially, Aware Company

At Hero Honda, our goal is not only to sell you a bike, but also to help you every step of

the way in making your world a better place to live in. Besides its will to provide a high-

quality service to all of its customers, Hero Honda takes a stand as a socially responsible

enterprise respectful of its environment and respectful of the important issues.

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Hero Honda has been strongly committed not only to environmental conservation

programmes but also expresses the increasingly inseparable balance between the

economic concerns and the environmental and social issues faced by a business:

businesses must not grow at the expense of mankind and man's future but rather must

servemankind.

"We must do something for the community from whose land we generate our wealth." A

famous quote of Mr.Brijmohan Lall Munjal, CMD.

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ORGANISATION PROFIL

PATSON AGENCIES: AUTHOURIESED DEALEARS OF HERO HONDA

MOTERCYCLES, BELGAUM

STARTED :APRIL 1985

FOUNDER: BAPUSHAB PATIL &

PRABHAKAR PATIL

PRESENT CHAIR PERSONS: Mr. PRABHAKAR PATIL

Mrs. CHANDARANI PATIL

Mr. RAHUL .P. PATIL

Mr. HARSH .P. PATIL

TURNOVER OF 2005-2006: 17 CRORES

SALES OF 2005-2006: 4730 MOTERCYCLES

ADDRESS : PATSON AGENCIES

P.B.ROAD, BELGAUM -590003

KARNATAKA

PH:0831-2486674 ,2486385

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PATSON AGENCIES, BELGAUMORGANISATION CHART

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Chair person(partners)

General Manager

Accounts Department

Spar Part Department

Sales Department Servicing Department

Head Mechanics

Work supervisor

Work Manager

Mechanics

Sales Executives



WORK ALLOCATION CHART

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Work Manager

Team A

Washing Supervisor

Computer Operator

Passport program in charge

Service Follow-up(post service follow-up)

Warranty In charge

Work Shop Supervisor

Delivery Supervisor

Front Officer Supervisor

Team B

Name

Name

Name

Team C



ORGNISATION DEPARTMENTS

Sales Department

Service & repair Department

Delivery Department

RTO work Department

Spare part Department

Account & Billing Department

SALES DEPARTMENT: In this department all the matters regarding sales& purchases are handled. Here sales

executive meet the customer & brief them with the all the details required information .

Here sales executive gives quotations, brief description about the required bike model.

SERVICE & REPAIR DEPARTMENT

Work Manager

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Work Supervisor

Head Mechanics

M/CCM/CC

M/C M/C M/C


PATSON AGENCIES, BELGAUMIn this department all the matters regarding service & repair are taken care. This

department is well structured work supervisor address the problem & gives the customer

delivery time then he passes the work slip to head mechanic. Then head mechanics

distributes the work with the mechanics teams. And problem salving process is carried

out.

Delivery Section:

In this section delivery of new bikes are given to the customers. Here order is received by

delivery section incharge were he cross checks the document produced by the customer

then he gives the keys of the bike to the customer.

Here customer can have test ride of bikes & can select the bike.

RTO work department:

In this department all the matters regarding issuing of temporary registration, temporary

insurance, temporary passing of new bikes are handled. All the necessary paper work

required for temporary passing is handled in this department.

Spare part department:

In this department spare part required by mechanics are stored. And issued on

requirement of the mechanics when necessary.

In this department large stock of Hero Honda spare part are stored to avoid customer

inconvenience.

Account & Billing department:

In this department the matters regarding all accounts are registered i.e. all day-today

transactions & final report is produced at the end of the financial year to the management.

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INTRODUCTION TO HERO HONDA PASSPORT PROGRAM (HHPP)

HHPP was the program launched by the Hero Honda Company in year 2000 on the

declaration of Splendor as world No.1 Largest selling single two wheeler model.

HHPP is program launched by the company to build long tram business relation with

customers. It is basically a “Customer relationship Programme” instituted specially for

Hero Honda customers.

It is also program to motivate the customers to use original Hero Honda spare parts from

authorized dealers & also avail the service from authorized dealers.

What is the Hero Honda Passport Programme?

The Hero Honda Passport Programme is a Customer Relationship Programme' instituted

specially for customer and dealers. Upon enrolling for the Programme, customer obtain a

Hero Honda Passport, which entitles customer to a host of benefits, privileges and

exclusive rewards. What's more, customer also become eligible for the Hero Honda

'Winners of the Month', which could win you a Hero Honda Splendor+, or a cash prize of

Rs. 40.000!

Who is eligible for the Hero Honda Passport?

Any Hero Honda motorcycle owner or user is eligible for the Hero Honda Passport.

However, it is the actual user of the motorcycle, who derives maximum benefits from it.

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PATSON AGENCIES, BELGAUMHow to apply for the Hero Honda Passport?

Fill-in the Hero Honda Passport Application Form available all Hero

Honda authorized dealerships/workshops.

Pay requisite enrolment fee, and attach two passport-sized photographs

with the application form.

Your personalized Hero Honda Passport will be processed and delivered

to you by your dealer, within 4 weeks of applying.

What is the Hero Honda Passport?

The Hero Honda Passport is a personal identification document that would carry

details such as your photograph, name, address and signature.

This document certifies your membership to the Hero Honda Passport Programme.

The Hero Honda Passport opens the door to a host of special offers that

Hero Honda Motors Limited has in store for you including attractive

gifts, special invitations and discounts. The Hero Honda Passport is valid for a

period of 3 years.

Benefits of owning a Hero Honda passport

Some of 1 he benefits are:

• Instant Benefits

- A one-year or three year Free Accident. Insurance cover worth Rs 11 lakh.

- Opportunity to participate in a national draw and win Rs 40,000 in

cash or Splendor+

• Bike Related Benefits

- Attractive gifts on reaching specific milestones.

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PATSON AGENCIES, BELGAUM- A Special gift on your first transaction with a Hero Honda dealership or an

authorized service centre

-Opportunity to get a Bike service certificate that may increase the resale value of

your bike.

- A special 5% discount on the purchase of spares*

• Lifestyle Related Benefits:

- Chance to be invited to events such as movie shows, musical nights and carnivals.

- Exclusive discount offers from other brands of your interest.

- Regular information through the Suhana Safar newsletter.

How to use the Hero Honda Passport?

You need to carry your Hero Honda Passport with you when you visit a

Hero Honda authorized dealership/workshop.

Every time you do a transaction at a Hero Honda showroom /workshop, the dealer

would reward points into your passport. You are eligible to accumulate points,

against purchase of spares, accessories, service and by referring friends to

purchase a Hero Honda motorcycle.

You can win several gifts as you accumulate points swiftly.

Also, your points do not become zero after a gift collection and you can

keep collecting gifts as you reach a particular milestone.

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CONCEPTUAL BACKGROUND OF THE STUDY

GENERAL CONCEPT:

Industrialist and mangers, who earlier perceived management to be more of an art, have

started realizing that management of business requires a more systematic and scientific

approach and are looking to theory for basis management solutions. This has resulted in

exhaustive R&D in business theory, which has given has given also Management

Information Systems.

MARKETING:

Marketing is a social Process by which individuals and group obtain what they need want

through creating offering and freely exchanging products and services of values with

others.

Accordingly to Peter Druker there will always, one can assume be need for some sealing.

But the aim, of marking is to make selling superfluous. The aim of marketing is to know

and understand the customer so we that the products or services fits him and sells it.

Ideally marketing should result on a customer who is ready to but all that should be

needed then is to make produce or service available.

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Evolving even of marketing role in the company:

Some company department (often manufacturing finance and R&D) beeline a stronger

marketing function threatens their power in the organization. Initially the marketing

function is seen as one of several equally important functions in a check and balance

relationship. Lack of demand leads marketers to argue that their function is more

important. Enthusiasts go further and say marketing is the major function of the

enterprise, for without customers there would be an company. Enlightened marketers

classify the issue by putting the customers rather then marketing at the center of the

company. They argue for a customer orientation in which all functions work altogether to

respond to serve and to satisfy the customer. Some marketers say the marketing still

needs to command a central position if the customer’s needs are to be correctly

interpreted and effectively satisfied.

MARKETING INFORMATION SYSTEM:

Every firm must organize a rich flow of information to its marketing managers

competitive company study their manager information needs and design marketing

information system to meets their needs.

A MIS consists of people, equipment and procedures together, sort, analyze, evaluate and

distribute needed timely and accurate information to the marketing decision makers.

The information is developed through internal company records, marketing Intelligence

activities, marketing research and marketing decision support analysis.

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BRAND:

Branding is major issue in product strategy on the one hand developing branded product

requires a greater deal of long term investments, especially for advertising, promotion

and packing. Many brand oriented companies markets say “brand is the name, term, sign,

symbol or a combination of them intended to identify the goals or service of one seller or

group of sellers to differentiate them from those competitors.”

In essence, a brand identifies the seller or maker; it can be a name, trade ark, log or the

other symbol, under trademark law, the seller is granted exclusive fights to the use of

brand name in perpetuity.

A brand is essentially a seller promise to deliver a specific set of features, benefits and

service consistently to the buyers. The best brands convey a warranty quality, but a brand

is an even more complex symbol. It can convey up to six levels of meaning.

Attributes: a brand brings to mind certain attributes

Benefits: attributes must be translated into functional and emotional. The attribute

durable could translate into the functional benefit.

Values: The brand also says something about the producers value.

Culture: The brand may represent or certain culture like Mercedes represent

Greman culture, organized efficient, high quality.

Personality : the brand can project a certain personality.

User : the brand suggest the kind of customers who buys or uses the product.

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PATSON AGENCIES, BELGAUMIf a company treats a brand only as name, it misses the point. The branding challenge is

to develop a deep set positive associations for the brand. Marketers must decide at which

level to anchor the brands identity.

BRAND EQUITY :

Brands vary in the amount of power and values they have in the market place at one

extreme are brands that are not known by most of the buyers. Then their brands for which

buyers have high degree of brand awareness. Beyond this brands are with high degree

customers rather that marketing of acceptability.

Then there are brands that enjoy high degree of brand preference finally there are brands

that command a high degree of loyalty.

According to Aaker, to the degree of brand name recognition perceived brand quality,

strong mental and emotional associations and other assets such as patents, trade marks

and channel relationship.

A brand name needs to be carefully managed so that its equity does not depreciate . This

requires maintaining or improving brand awareness., perceived quality and functionality

and positives associations . These tasks require continuing in R & D investments, skill

full advertisement and excellent trade and consumer service.

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BRAND PULL:

Brand pull is nothing but pulling effect by consumer for particular product. It means that

the customer demand for particular brand. The customers will not refer to buy any other

brand it is not available with dealers. Brand pull is very important for particular products

to become successful in the market. It sores the acceptance the by the customer for a

particular branded products. For attracting customers the product should fulfill the needs

and wants of the customers. That is the product should give satisfaction the customer.

BRAND PUSH :

Brand push is another strategy. Brand push is done mostly by dealers if particular is not

selling or else if the customer has no choice to buy which brand, then the dealer will

suggest to buy the particular brand and try to convince the customer to purchase, that

brand is termed as brand push service.

CUSTOMER DRIVES 3 KINDS SERVICES:

Before sales service i.e. providing needed information to the buyer about the product

service at the time of sales : when selling process takes place, the company should take

care about the quick and delivery, installation etc.

After sales service when sales have been some to the customer, the company should think

the customer is part of the family. So attending any emergency repair or any kind of

service required should be met immediately so as to retain the customer

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QUALITY:

It is a totally of features and characteristics of a product or service that bare on its ability

to satisfy stated or implied needs.

We can say that the seller has delivered quality whenever the sellers product or service

meets or exceeds the customer expectations.

DISTRICUTION EFECIENCY:

Management needs to search for distribution economies in inventory control, warehouse

locations and transportations modes. One problems that distribution efficiency declines

when the company experiences the strong sales increases., it may causes in meeting

delivery dates. This leads customers to badmouth the company eventually ales fall.

MEANING OF THE CUSTOMER SATISFACTION:

Whether the buyer is satisfied after purchase depends on the offers performance in

relation to the buyer’s expectation in general;

“Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing

a products perceived performance (or outcome) in relation to his/her expectations.

As this definition makes clear, satisfaction is a faction of perceived performance and

expectations. If the performance falls short of expectation, the customer dissatisfied,

highly satisfied, delighted.

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PATSON AGENCIES, BELGAUMMany companies are aiming for high satisfaction, because customers who are just

satisfied still find it easy to which when a better offer comes along. Those also are highly

satisfied are much less ready to switch high rates faction or delight creates un emotional

bond with the brand, net just a rational preference the result is high customer loyalty .

Buying experiments friends and associates advice and market and competitors

information and promises. If marketer raises expectations too high the buying is likely to

be disappointed.

A customer decision to be loyal or to default is the sum of many small encounters with

the company, consulting firms etc. corporation says that in order to convert all the small

encounters to customer loyalty, companies need to create a “Brand Customer

Experience”

Customer oriented thinking requires the company to define customer needs from the

customer point of view not from its own point of view. Every product involves trade

offs,, and management can not known what these are without talking to and researching

customers. Thus a car buyer would like a high performance car that never breaks down

that is safe, attractively styled and chief. Since, all of them virtues cannot be confined in

one carry the car designer must make hard chooses not on what pleases them but rather

on what customer prefer are expect. The aim, after all, is to make a sale through meeting

the customers need.

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PATSON AGENCIES, BELGAUMWhy is it supremely important to satisfy to customer ?

Basically because of company’s sale each period comes from two groups. New customers

and repeat customer. It always cost more to attract new customers than to retain current

customer. Therefore, customer retention is more critical than customer attraction.

The key to customer retention is customer satisfaction to satisfied customer.

Buys again

Talks favorably to others about the company.

Pays less attention to competing brands and advertising.

Buys other products from the same company.

A customer oriented company would track its customer satisfaction level each period and

set improvement goals. If they manage to increase customer satisfaction and loyalty, it

does not have top worry even if its profits are down in a particular year. It is on the right

track satisfaction keeps falling it is on the working track. Profit would go up or down in a

particular year for many reason, inclosing rising controls falling prices, major new

investments and soon. But, the ultimate sign of a healthy company is that its customer

satisfaction index is high an d keeps rising companies future profits.

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MARKET REASEARCH

DEFINATION:

Marketing research is the function which lines the consumer customer and public to the

marketer through information used to identify and define marketing opportunities and

problems , generates refine and evaluates marketing action, monitor marketing

performance and impure understanding of marketing as process.

Marketing research specifies the information required to address these issues designs the

method for collection information manages and implementing the data collection process

analyze the result and communicates the findings and their implication.

OBJECTIVES OF THE MARKETING RESEARCH:

Some of the research objectives are as follows,

To gain familiarity with a phenomenon, event, product or service.

To determine the frequency with something occurs or with it is associated with

something else.

To test the hypothesis of casual relationship between variables.

To understand the requirement of market and formulate strategies as per the

requirements.

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PATSON AGENCIES, BELGAUMSAMPLING

Sample : Representation of a particular population and is the subset of the population:

And is the subset of the population. Concerned to my project, The sample represented is ,

as sample size of 125 people in number of the sample is consisting of the customers of

hero Honda within Belgaum city.,

Stages in selection of a sample :

Define the target population.

Specify the sampling frame

Specify sampling method

Determine sample size.

Specify sampling plan.

Select the sample.

Define the target population concerned to my project :

I have selected the target population as, the customers of Hero Honda bikes within the

Belgaum city.

Select the sampling frame:

Concerned to my project , the sampling frame held in Belgaum city, i.e.

Hero Honda outlet, (Patson Agencies) and major places of Belgaum city, i.e.

RPD cross, Khade Bazar, Fort Road.

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SPECIFY SAMPLING UNITS:

Sampling unit consisting of the sleeted sample.

Specify sampling method.

Concerned to my project, I am using the probability sampling method, where there is a

probability of selecting any customer of Hero Honda Patson agencies is known i.e.

simple random sample.

Determination of the sample size

Concerned to my research sample size is selected is 125 i.e. value of the information

records the cast.

Specify the sampling plan

Sampling plan is done according to the stages in the sampling process.

Select the sample

It includes the actual selection of the sample elements (already listed), & field work (as I

am using the questionnaire for the survey)

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RESEARCH DESIGN

Steps in Research design

Define the research problem

Estimate the value of Information

Select the data collection method

Select the measurement technique

Select the sample

Select the analytical approach

Evaluate the ethics of the research

Specify time & financial cost

Prepare the research proposal

Step 1: Define the research problem

To know the awareness level & effectiveness & response towards HHPP.

Management problem / opportunity clarification Hero Honda company wants to make

HHPP more effective, so company want to know the present performance of this

program.

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Step 2: Estimate the value of the information:

The value of information should exceed the expected cost. I am conducting the sample

survey method, & my sample size for my research is 125 its member.

Step 3: Select the data collection method;

I decided to go for survey method i.e. simple random sample using the questionnaire

conducting the survey & using Dichotomous (close-ended), rating scale & open-ended

questions.

Step 4: Select the measurement technique

Descriptive type of research, using the questionnaire with rating scale, open & close-

ended questions.

Step 5: Select the sample

The sample would be the customers of Hero Honda motorcycle within Belgaum city.

Step 6: Select the analytical approach:

Analyzing the collected information with the help of percentages (%) using MS-Excel

software.

Step 7: Evaluate the ethics of the research

The collected information (data) will be used for salving the management problem & not

for any non-ethical objectives will be addressed.

Step 8: Specify time & financial cost:

Time needed is two months (8 weeks) & the financial cost are;

Daily expenses about 50/- per two months it is about 1500+1500 = 3000/-

Stationary & printing about 1500/- total financial cost = 1500+1500 = 4500/-

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Step 9: Prepare the Research proposal:

My understanding of this project is as follows:

Background:-

HHPP is a program launched by the Hero Honda to build long term relation with

customers & to promote sales of spares & services from authorized dealer. Now company

wants to make this program more effective. So company wants to know present

performance of this program.

Purpose:

The main objective is to know the awareness & effectiveness of Hero Honda passport

program.

Research approach:

A non-technical description of data collection method i.e. sample survey that includes

customers of Hero Honda Patson in Belgaum.

Time & cost requirement:

Time needed is 2 months (8 weeks) & the financial cost are:

Daily expenses about 50/- per two months it would be 3000/-

Stationary & printing about 1500/-

Total financial cost = 3000+1500 = 4500/-

Data collection Method

Primary Data collection

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Interview: The administrative of a questionnaire to an individual or group of

individuals is called an interview.

Type of Interview: Structured interview it refers to the extent to which an

interview is restricted to follows the warding & instructions in the

questionnaire.

Concerned to my project, I am using the structured questionnaire with open-ended &

close-ended where & when necessary to the customers of Hero Honda Patson customers

within Belgaum city.

Measuring Tools:

Descriptive type of research, using the questionnaire with open & close ended questions.

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PATSON AGENCIES, BELGAUMANALYSIS AND RECOMMENDATION

Q1:- Which Hero Honda Motorcycle Do you have?

Models Respondent Percentage (%)

Splendor 55 44%

Passion 38 30%

CBZ 10 8%

Other 22 18%TOTAL 125

Interpretation: From the above graph it reveals that 45% of the respondents are splendor

Users ,30% are passion users ,8% are CBZ users & 18% of respondents are users of other

Hero Honda models.

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Q2:-Are you aware of Hero Honda Passport program?

Option Respondent Percentage(% )

Yes 108 87

No 17 13

Total 125

Interpretation: from the above graph it reveals that from 125 respondent 87% of the

respondent were aware of the HHPP & 13% are not aware of HHPP.

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Q3) Are you a member of Hero Honda passport program?

Option Respondent Percentage %Yes 98 91

No 10 8

Total 108

Interpretation : From the above graph it reveals that from 108 respondents 91% of the

respondents were the members of HHPP & 8% of the respondents were not the member

of HHPP.

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Q4:-Are you aware of advantages of Hero Honda passport program?

Option Respondent Percentage (%)

Yes 63 64

No 9 10

Not Exactly 26 26

Total 98 100

Interpretation: Form the above graph it reveals that from 98 respondent 64% of the

respondents were aware of the advantages of Hero Honda Passport Program, 10% were

not aware of the Hero Honda Passport Program & 26% were aware but not completely.

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PATSON AGENCIES, BELGAUMQ5:-Under which Hero Honda Passport program you have registered?

Plans Respondent Percentage (%)

125 21 22

175 77 78

TOTAL 98 100

Interpretation: From the above graph it reveals that out of 98 respondent 22% of the

respondents had registered under Rs. 125 plan program & 78% of respondents had

registered under Rs. 175 plan program.

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PATSON AGENCIES, BELGAUMQ6:-How many times you received gifts from this program on your accumulated

points?

gifts received Respondent Percentage(%)Zero 7 7

< three times 22 23four times 27 27

> four times 42 43


respondents have not received the gifts, 23% have received the gifts for <3 times, 27% of

the respondents have received the gift for 4 times & 43% of the respondents have

received gifts for more then 4 times.

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PATSON AGENCIES, BELGAUMQ7:-Are you satisfied with advantages (gifts & benefits) for your purchase of spare

parts or services under this program?

SATISFACTION LEVEL SAMPLES %STRONGLY SATISFIED 11 12

SATISFIED 36 36

NETHER SATISFIED NOR DISSATISFIED

16 17

NOT SATISFIED 23 23STRONGLY DISSATISFIED 12 12


respondents were strongly satisfied with the advantages for the purchase of spare parts

and services, 36% of the respondents were just satisfied with the advantages, 17% were

neither satisfied nor dissatisfied, 23% were not satisfied with the advantages and 12%

were strongly dissatisfied with the advantages of the program for their purchases of spare

and services from authorized dealer.

Q8:-Are you aware of insurance scheme in Hero Honda Passport program?

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Option Respondent Percentage(%)

yes 80 81

no 18 19


respondents were aware of the insurance scheme & 19% of the respondents were not

aware of the insurance scheme in Hero Honda Passport Program.

Q9:-Do you feel program works according to its promises?

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Option Respondent Percentage (%)

yes 79 80

no 8 8

Not exactly 11 12


respondents feel program works according to its promises 8% of respondents program

does not work according to its promises and 12% of respondent feel program works but

not exactly according to its promises.

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PATSON AGENCIES, BELGAUMQ10: Does the program influence you to go for repeated purchase of spare parts &

service from Hero Honda authorized dealers only?

Influence level Respondent Percentage(%)

Strongly influence 13 14

Influence 46 46

Neither influence nor not influence 23 23

Not influence 16 17

Strongly not influence 0 0

1 4

4 62 3

1 7 0

S T R O N G L YIN F U L E N C E

IN F U L E N C E

N IT H E RIN F L U E N C E N O RD IS IN F U L E N C E

N O T IN F U L E N C E

S T R O N G L I D ISIN F U L E N C EInterpretation: From the above graph it reveals that out of 98 respondent 14% of the

respondents are strongly influenced by this program in their purchase of spares and

services, 46% of respondent are just influenced by this program, 23% of respondent are

neither influenced nor not influenced and 17% of respondents are strongly not influenced

by the program in their purchase of spare parts and services.

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PATSON AGENCIES, BELGAUMQ11:-What do you say about this program?

Attitude Respondent Percentage (%)

Excellent 26 26

Good 48 49

Neither good Nor Bad 10 11

Bad 4 4

Worst 0 0

A T T IT U D E T O W A R D S P R O G R A M

2 6

4 9

1 1 4 0 E X C E L L E N T

G O O D

N IT H E R G O O DN O R B A DB A D

W O R S T


respondents said program is excellent, 49% of respondents said program is good, 11% of

respondents said program is neither good nor bad and 4% of respondents said program is

bad.

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PATSON AGENCIES, BELGAUMQ12:-Are you satisfied with the service provided by PATSON AGENCIES in Hero

Honda Passport program?

Option Respondent percentage %

Yes 74 75

No 11 12

Some what 13 13

7 5

1 2 1 3

0

2 0

4 0

6 0

8 0

Y E S N O S O M EW H A T

P E R S E N T A G E ( %)


respondents are satisfied with the PATSON AGENCIES service provided in Hero Honda

Passport Program and 12% of respondents are not satisfied with the service proved by the

PATSON AGENCIES and 13% of respondents are somewhat satisfied with the service

provided by PATSON AGENCIES in Hero Honda Passport Program.

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PATSON AGENCIES, BELGAUMQ13:-Are you satisfied with Hero Honda Passport Program?

Satisfaction level Respondent Percentage (%)

Strongly satisfied 11 12

Satisfied 48 48

Neither Satisfied Nor Dissatisfied 31 32

Not satisfied 8 8

Strongly dissatisfied 0 0

S A T IS F A C T IO N L E V E L

1 2 %

4 8 %

3 2 %

8 % 0 %

S T R O N G L YS A T IS F IE D

S A T IS F IE D

N E IT H E RS A T IS F IE D N O RD IS S A T IS F IE DN O T S A T IS F IE D

S T R O N G L YD IS S A T IS F IE D


respondents are strongly satisfied with the Hero Honda Passport Program, 48% just

satisfied with the program, 32% of respondents are neither satisfied nor dissatisfied with

the program and 8% of the respondents are not satisfied with the Hero Honda Passport

Program.

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PATSON AGENCIES, BELGAUM14: Reasons behind not being aware of the Hero Honda Passport Program.

Respondents were not interested in scheme and offers.

Respondents did not came across any advertisement of Hero Honda Passport

Program.

Hero Honda Passport Program was not communicated to them by PATSON

AGENCIES.

15: Reasons behind aware but not being the member of the Hero Honda Passport

Program.

Respondents were not interested in Hero Honda Passport Program.

Respondents bikes were old so they were not interested in Hero Honda Passport

Program.

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MATER SHEET

DATA CODE SHEET

Respondent Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q131 1 1 1 1 2 4 2 1 3 1 1 1 22 1 2 0 0 0 0 0 0 0 0 0 0 03 4 1 1 1 2 2 4 1 1 2 2 1 14 4 1 1 2 2 1 2 1 1 5 1 2 35 1 1 1 1 1 4 2 1 1 3 2 3 26 4 1 1 2 2 1 1 2 1 2 2 1 17 1 1 1 1 2 2 4 1 1 2 2 1 18 3 1 2 0 0 0 0 0 0 0 0 0 09 1 1 1 3 2 4 2 1 1 2 3 1 4

10 1 2 0 0 0 0 0 0 0 0 0 0 011 2 1 1 2 1 1 3 1 2 4 2 3 212 4 1 1 1 2 2 4 2 1 3 2 1 113 1 1 1 1 2 2 1 1 1 2 1 1 314 1 1 1 3 2 2 2 1 3 2 2 2 415 1 2 0 0 0 0 0 0 0 0 0 0 016 4 1 1 3 1 2 4 1 1 3 2 1 217 1 1 1 1 2 4 2 1 1 2 2 1 218 2 2 0 0 0 0 0 0 0 0 0 0 019 1 1 1 1 2 3 4 1 1 1 2 1 220 4 1 1 2 1 4 3 1 1 2 1 1 321 1 1 1 1 2 3 4 1 1 4 1 2 122 4 2 0 0 0 0 0 0 0 0 0 023 3 1 1 1 1 3 3 2 2 5 3 3 124 1 2 0 0 0 0 0 0 0 0 0 0 025 4 1 1 1 2 4 2 1 3 2 2 1 226 3 1 2 0 0 0 0 0 0 0 0 0 027 4 1 1 3 2 4 2 1 1 4 1 1 228 1 1 1 1 1 2 4 1 1 3 2 1 329 4 1 1 1 2 4 2 1 1 2 3 1 230 1 1 1 1 2 1 2 1 2 2 2 231 4 1 1 2 2 3 2 1 1 4 2 1 232 1 1 1 1 2 4 2 2 1 1 2 3 233 2 1 1 2 2 1 2 1 1 3 2 1 234 1 1 1 1 2 3 4 2 1 2 1 3 135 1 1 1 1 1 4 2 1 1 2 4 1 236 1 2 0 0 0 0 0 0 0 0 0 0 037 1 1 1 3 2 2 1 1 3 3 1 1 338 2 1 1 1 2 3 2 1 1 2 1 2 239 1 1 2 0 0 0 0 0 0 0 0 0 040 4 1 1 1 2 3 4 1 1 4 2 1 441 1 2 0 0 0 0 0 0 0 0 0 0 042 4 1 1 3 1 2 2 2 1 2 1 2

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PATSON AGENCIES, BELGAUM43 1 1 1 3 2 4 3 1 2 3 3 1 344 2 1 1 1 2 2 2 1 1 5 3 1 245 1 1 1 3 2 4 2 1 1 2 2 1 246 4 1 1 2 1 1 2 1 1 4 2 1 447 2 1 1 1 2 4 2 1 1 2 3 1 248 1 2 0 0 0 0 0 0 0 0 0 0 049 2 1 1 1 2 3 2 1 1 2 1 1 250 4 1 1 1 1 2 4 2 3 3 1 1 151 4 1 1 3 2 2 2 1 1 2 2 1 252 1 1 2 0 0 0 0 0 0 0 0 053 4 1 1 1 2 3 3 1 1 4 2 1 254 2 1 1 1 2 3 1 1 1 3 2 2 355 1 2 0 0 0 0 0 0 0 0 0 0 056 2 2 0 0 0 0 0 0 0 0 0 0 057 1 1 1 1 1 2 3 1 3 5 3 3 458 2 1 1 1 2 4 3 2 1 2 1 2 59 1 1 1 3 2 2 2 1 1 2 1 1 160 1 1 1 3 2 4 2 1 1 3 1 1 261 2 1 1 1 1 3 1 1 2 4 2 1 462 2 1 1 3 2 4 2 1 1 1 2 3 263 2 1 1 1 2 4 4 2 1 1 4 1 264 2 1 1 1 1 4 2 1 1 3 2 1 165 1 1 1 3 2 4 2 1 3 2 3 1 466 2 1 1 1 2 3 2 1 1 3 2 3 267 1 2 0 0 0 0 0 0 0 0 0 0 068 2 1 1 1 1 4 4 1 1 4 2 1 169 1 1 2 3 2 3 2 1 1 2 1 1 370 2 1 1 1 2 2 4 2 1 2 2 1 271 1 1 1 2 1 1 2 1 1 2 3 2 272 2 2 0 0 0 0 0 0 0 0 0 0 073 1 1 1 3 2 4 2 1 1 2 4 1 274 3 1 1 1 2 4 1 1 2 2 2 1 275 1 1 1 1 2 3 4 1 1 2 1 1 376 2 1 1 2 2 1 2 1 1 2 2 1 277 1 1 1 1 2 3 4 1 1 2 2 1 278 2 1 1 1 2 4 2 2 1 3 2 1 279 1 1 1 3 2 4 3 1 3 4 1 1 280 2 1 1 1 2 3 1 1 2 2 1 281 2 1 1 1 2 3 4 2 1 2 2 282 1 2 0 0 0 0 0 0 0 0 0 0 083 1 1 1 3 1 2 4 1 1 2 2 1 284 1 1 1 1 2 2 2 1 3 3 2 2 185 1 1 0 0 0 0 0 0 0 0 0 0 086 4 1 1 1 2 4 3 1 1 4 2 1 287 2 1 1 3 2 4 1 1 1 2 1 1 288 1 1 1 1 1 4 2 1 1 2 2 1 289 4 1 1 3 2 4 3 1 1 3 2 1 290 2 1 1 1 2 4 2 1 3 2 2 1 191 4 1 1 3 2 4 2 1 1 2 2 1 292 2 1 1 3 2 4 4 1 1 1 2 1 2

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PATSON AGENCIES, BELGAUM93 2 1 1 3 2 4 2 1 1 1 2 1 294 3 1 1 1 2 3 3 2 1 2 4 3 295 2 1 1 3 1 3 2 1 1 2 2 1 296 1 1 1 1 2 4 3 1 2 1 2 1 397 2 1 1 1 2 3 4 2 1 2 2 3 298 3 1 1 1 2 4 2 1 1 1 2 1 299 2 2 0 0 0 0 0 0 0 0 0 0 0

100 1 1 1 1 2 3 2 1 1 2 2 1 2101 2 1 2 0 0 0 0 0 0 0 0 0 0102 1 1 1 1 2 2 1 1 1 4 1 2 2103 2 1 1 1 1 2 4 1 3 1 3 1 2104 1 1 2 0 0 0 0 0 0 0 0 0 0105 2 1 1 1 2 3 4 1 1 1 2 1 2106 1 1 1 1 2 4 3 1 1 3 1 1 2107 2 1 1 3 2 4 2 1 1 3 2 1 2108 1 1 1 1 2 3 4 1 1 1 1 1 2109 1 1 1 2 4 1 1 1 2 2 3 2110 3 1 1 1 2 4 3 2 2 3 2 1 2111 2 2 0 0 0 0 0 0 0 0 0 0 0112 1 1 1 1 2 3 2 1 1 4 2 1 3113 1 1 1 1 2 3 4 1 1 1 2 1 2114 1 1 2 0 0 0 0 0 0 0 0 0 0115 4 1 2 0 0 0 0 0 0 0 0 0 0116 2 1 1 3 2 2 2 2 1 4 1 3 2117 1 1 1 1 1 4 3 1 1 3 3 1 2118 3 1 1 1 2 2 1 1 2 2 2 2 2119 4 1 1 3 2 4 2 2 1 2 2 1 3120 2 1 1 1 1 3 2 1 1 1 2 1 4121 3 1 1 1 2 3 4 1 1 2 2 1 1122 2 1 2 0 0 0 0 0 0 0 0 0 0123 2 2 0 0 0 0 0 0 0 0 0 0 0124 3 1 1 1 2 2 3 1 1 4 2 1 1125 1 1 2 0 0 0 0 0 0 0 0 0 0

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PATSON AGENCIES, BELGAUMSUMMARY

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FINDINGS

Project Finding

The customer awareness level towards HHPP is excellent because nearly 87% of

the respondents were aware of this program.

From the aware respondents 91% of respondents had taken the membership under

this program. This shows program is effectively reaching the customers.

The customer awareness level about the advantages of the program is good, but

there is still scope for improvement.

Major of the respondent have registered under Rs.175 plan that is 78% of

respondent have registered under 175 plane. This shows that company will be

contact with 78% customers for 3 years. This will help in building good relation

with the customers.

Major of the customers are using this program because 43% of respondents have

received the gifts for more then 4 time, 27% of respondent have received the gift

for 4 times on this collected pts this means every member has done the purchase

of at list Rs.2000 from the authorized dealers. But this is still scope for

improvement. This shows effectiveness of the program.

36% of the respondents are satisfied with the advantage (gift) on this purchase &

11% of respondent. This shows that improvement in gifts returns is required.

Awareness level regarding Insurance schemes in HHPP is excellent because

nearly 81% the respondents are aware of this scheme benefit.

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PATSON AGENCIES, BELGAUM HHPP works according to its promises because 80% respondents said yes it works

according to its promises this also shows the effectiveness of the program.

Customers are influenced by this program to go for repeated purchase of spare

parts & services from authorized dealers of Hero Honda because 46% respondent

said is influence & 14% of respondent said it strongly influence them to go

repeated purchase of spare parts & services from authorized dealers. This show

program is effective in attracting the customers towards Hero Honda authorized

dealers.

The attitude towards HHPP is good. Because 49% of respondents program is

good & 26% of said program is excellent.

Customers are satisfied with the service provided by PATSON agencies in HHPP.

Because 75% of respondent said they are satisfied with the services provided by

PATSON agencies in HHPP.

Just 48% of respondent are satisfied & 12% are strongly satisfied. This means

there is still scope for improvement.

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SUGGESTIONS & RECOMMENDATION

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CONCLUSION

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APPENDIX

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PATSON AGENCIES, BELGAUMQUESTIONNAIRE

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BIBLIOGRAPHY

1. Marketing Management

Philip Kotler

2. Marketing Research

Tull and Hawkins

3. Website

www.google.com

www.herohonda.com

4. Materials

Books.

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http://www.herohonda.com/

http://www.google.com/


Customer awareness and effectiveness @ hero honda project report

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