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A STUDY ON THE CUSTOMER PREFERENCE

WITH SPECIAL REFERENCE TO

HERO MOTO

PALANIYAPPAS MOTORS (P) LTD

DINDIGUL DISTRICT

MASTER OF BUSINESS ADMINISTRATION

Submitted by

P.KUMARESAN

(Reg.no-B129032)

Under the guidance of

Dr.V.CHINNIAH

DEPARTMENT OF MANAGEMENT STUDIES

MADURAI KAMARAJ UNIVERSITY

MADURAI-625021

MAY JUNE 2012


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Dr.V.CHINNIAH, M.Com, M.B.A., M.Phil., B.L.,Ph.D.,

Professor and Co-ordinator,

Department of Management Studies

Madurai Kamaraj University

Madurai-625021

CERTIFICATE

This is to certify that the Internship training report titled A STUDY

ON THE CUSTOMER PREFERENCE WITH SPECIAL

REFERENCE TO HERO MOTO CORP submitted by

T.SELVARAJ (Reg.no-B129061) for partial fulfillment of award of the

Degree of Master of business Administration, by the Madurai Kamaraj

University is his original Work that it has previously formed the basis for

the Award of any degree, diploma, associate ship, fellowship or other

similar title and it represents wholly his independent Work.

Place: Madurai -21

(V.CHINNIAH)

Date:

P.KUMARESAN

MBA I year

Department of Management Studies

Madurai Kamaraj University

Madurai-625021


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DECLARATION

I hereby state that the Internship training report titled A STUDY

ON CUSTOMER PREFERENCE WITH SPECIAL REFERENCE

TO HERO MOTO CORP submitted for partial fulfillment of award of

the Degree of Master of business Administration, by the Madurai

Kamaraj University is his original Work that it has previously formed the

basis for the Award of any degree, diploma, associate ship, fellowship or

other similar title.

Place: Madurai

(P.KUMARESAN)

Date:


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ACKNOWLEDGEMENT

I hereby express my great pleasure in thanking all those who help

me to complete this project.

It is a great honor for me to be the student of Department of

Management Studies, Madurai Kamaraj University one of the more

prestigious Institutions in Madurai. I extend my sincere thanks to Dr.

C.CHANDRAN, professor & Head, Department of Management

Studies, Madurai Kamaraj University, for giving his valuable support and

help.

I take immense Pleasure in thanking Dr. V.CHINNIAH, M.Com,

M.B.A., M.phil., B.L.,Ph.D., professor ,Department of Management

Studies ,Madurai Kamaraj university , for Constant encouragement and

enthusiastic cooperation in doing this Summer internship training.

Above all I am indebted to my beloved parents,

whose blessings and best have gone a long way in making

this project a great success. Last but not least, I am

grateful to my friends for their forbearance, support and

encouragement. With deep reverence to the almighty

God, I decided to him this humble endeavor of mine.

- P.KUMARESAN

.


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SYNOPSIS

A STUDYON CUSTOMER PREFERENCE WITH

SPECIAL REFERENCE TO

HERO MOTO

PALANIYAPPAS MOTORS (P) LTD

DINDIGUL DISTRICT

The HERO MOTO Motors (P) Ltd is one of the leading two

wheeler producer in the country. Among the various models available,

the choice of customers decides the sale.

In this study the primary data is aimed to collect from nearly

100 customers and secondary data is also decided to collect for some

specific analysis.

It is planned to collect the customers personal and official

details which are the prime factors in deciding the better performance of

the company.

For the analysis of the collected data should be used in sample

statistical methods. It is also planned to give possible suggestions to the

improvement of customer satisfaction related to HERO MOTO Motors

(P) Ltd.


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Chapter Index Page No.

1

2

3

4

5

6

7

8

9

Introduction

Company Profile

Product type an profile

Research Methodology

Analysis & Interpretation

Statistical Analysis

Findings

Recommendations

Conclusion

INTRODUCTION


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A study on customers impact on service of HERO MOTO

motors was conducted by the researcher among the customer and the

dealers of Dindigul districts in order to analyses existing brands and

also give suggestion where required. The attitude and perception of the

customers and the dealers are checked through personal interview and

with the questionnaires, the researcher also analyses the various brands

of HERO MOTO in detailed manner.

The interview was administrated to the limited customers of

Dindigul district. This study is very important to know the satisfactory

level of customers and introducing new marketing programs and factors

as it helps to boost the sale of the HERO MOTO motors.


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ABOUT THE AUTO MOBILE INDUSTRY

These are the companies that bring to us our dream machines. This is where it

all starts from, the bourgeoisie Maruti 800, the up market Astra, the stately

Mercedes, the General Motors, the Tata truck and the rest.

Wend Your way through the automobile companies, their history and product

lines. Find out hitherto unknown facts about the vehicles you use. Did you

know that the Hindustan motor was the first vehicle manufacturing company to

be set up in India? And it is the same Hindustan Motors, which manufactures

both the sturdy Ambassador and the elegant Lancer, in association with

Mitsubishi of course

Bajaj Auto Kinetic Engineering

Daewoo Motors LML

Eicher motors Mahindra motors

Ford motors Maruti Udyog Ltd.

General motors Royal Enfield

Hero Motors TVS

Hindustan Motors Swaraj Mazda Ltd.

HERO MOTO Motors Telco

Hyundai Motors Volvo

Ind. Auto Ltd. DC Designs


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OBJECTIVES

To find out brand strength of HERO MOTO in Dindigul

district.

To find out the buyers and dealers perception and attitude

towards HERO MOTO Motors.

To find out the major factors influencing the sales ofHERO

MOTO motors.

To ascertain the level of satisfaction towards the

performance of

HERO MOTO Motors.

To find out the real factors influencing the sales of HERO

MOTO Motors.

To forecast future sales and income.


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RESEARCH METHODOLOGY

A good research work requires a clear scientific methodology

because only through the application of correct methodology in

selection of sampling techniques, appropriate tools of data

collection etc., problem so that well founded conclusion can be

drawn on the phenomenon under consideration.

RESEARCH BACKGROUND

Research type Descriptive study

Population HERO MOTO customers in Dindigul

Sample design Probability sampling

Sampling technique Simple random sampling

Sample size 100

Data collection Primary data

Sampling tool Structured questionnaire method

Statistical package SPSS

Statistical tool Percentage analysis and chi-square

RESEARCH DESIGN

Research design constitutes the blue print of collection,

measurement and analysis of data. In specific terms, a research

design is the arrangement of conditions for collection and analysis

of data in manner that aims to combine relevance to the research

purpose with economy in procedure.


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DESCRIPTIVE RESEARCH DESIGN

Descriptive research studies are those studies, which are

concerned with describing the characteristic of a particular

individual, or of a group.

QUESTIONNAIRE DESIGN

For the purpose of the survey, a structured questionnaire

was prepared and distributed to the dealers and another

questionnaire was prepared for the consumers, to study their

preference and opinion of various brands of HERO MOTO motors.

The questionnaire prepared with the consultation of the project

guide.

PILOT STUDY

The questionnaire was prepared and a pilot study was

conducted before starting the main study. The major aims of this

study are:

To ascertain whether the questions are easily

understandable to the respondents and are in proper order.

To know whether the questionnaire is effective in collecting

the necessary data.

To know whether any modification is needed in the

questionnaire. On scrutinizing it was found that a few

questions were not relevant and so they were deleted and


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few new questions were added which were founded to be

important.

SAMPLING PROCEDURE

Sample Size

Samples were collected from consumers; dealers and

sub-dealers in which the total sample sizes of consumers are

100 and sample size of Dealers sub-dealers and Agents are 25.

Sample Design

A sample design is a definite plan for obtaining a sample from

a given population. It refers to the technique or the procedure

the researcher would adopt in selecting items for the sample.

Sample design may as well as lay down the number of items to

be included in the sample i.e., the size of the sample. Sample

design is determined before data are collected. There are many

sample designs from which a researcher can choose. Two types

are sampling designs are used

Cluster sampling

Convenience sampling

Cluster sampling

If the total area of interest happens to be a big one, a convenient

way in which a sample can be taken is to divide the area into a

number of smaller non-overlapping areas and then to randomly

select number of these smaller areas with the ultimate sample

consisting of all units in these small areas or clusters.

Convenience Sampling

Convenience sampling technique was used to select therespondents. A convenience sample is one in which the

only criterion for selecting the sampling unit is the

convenience of the sampler.


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DATA COLLECTION METHODS

The study was based on survey method. The theme of the

study was to find the consumers and dealers impact on the various

brands of HERO MOTO motors and their satisfaction level. The

study is based on primary and secondary data.

Source of Data

Primary data. Secondary data.

Primary data

Primary data are those data that are collected a fresh

for the first time and that is original in nature. The

primary data is collected through questionnaires.

Secondary data

Secondary data are those data that have been

collected by some one else and which have already

been passed through the statistical process.

Secondary data here has been collected from


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company profile, product profile of the company,

catalogues and brochures, newspapers, magazines

and general discussion with company personals.

STATISTICAL TOOLS

The data collected were edited, coded and processed.

Percentage technique is used in order to simplify the figure for

diagrammatic representation and the following techniques are used

to analyze the collected datas and informations.

Percentage Analysis

Chi-square Test

Percentage analysis:

Percentage analysis used for the purpose of study which is

most suitable for questionnaire based study.

Percentage analysis is often used in data presentation the simple

numbers, reducing all of them to 0 to 100 ranges. The data are

reduced in the standard form with base equal to 100 which fast

facilities relative comparisons the formula used here is

Number of responses

Percentage = ------------------------------- * 100

Number of respondents

Chi-square

Chi-square statistics is useful for the comparison of observed

frequencies and to draw decision whether there is any significant

difference between the two sets.


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Where,

o2is the observed or calculated chi-square value

e2

is the expected value which is to be taken from the chi-square table.

If o2

> e2 the null hypothesis is rejected.

If o2

< e2 the null hypothesis is accepted.

LIMITATIONS OF THE STUDY

This study was limited to Dindigul districts and therefore

the findings of the study cant be extended to other areas.

Time, cost and other factors limited to the study to a sample

of 100 respondents.

As the customers preferences may changes from time to

time and also would change an introduction of new brands,

the study is relevant for this period only.

Some of the respondents interviewed were either reluctant

or negative in their approach, most of them were busy.


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ANALYSIS AND INTERPRETATIONS

EDUCATIONAL QUALIFICATION

TABLE : 1

EDUCATIONAL

QUALIFICATION NO. OF RESPONDENTS PERCENTAGE

SSLC

Higher.Secondary

Under graduate

Post graduate

others

05

10

47

03

0

05

10

47

03

0

Total 100 100

Source: Primary Data

Inference:

From the above table it was clear that about 9 Per cent of

the respondents areSSLC, 34%of them areHr.sec, 47%of them are


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under graduates and 03% of them are post graduates and 07% of

them are others (UN educated & Below SSLC).

ANALYSIS AND INTERPRETATIONS FOR

CUSTOMERS & BUYERS EDUCATIONAL

QUALIFICATION

0

10

20

30

40

50

SSLC Hr.sec Under

graduate

Post

graduate

others

Qualification

Percentage

PERCENTAGE


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Monthly Income

TABLE: 2

.

Monthly Income No. of respondents Percentage (%)

Below 5,000

Between 5,001-10,000

Between 10,001- 15,000

Above 15,000

23

43

20

14

23

43

20

14

Total100 100


Inference:

Regarding monthly income of HERO MOTO 23 Per cent

of the respondents are below 5,000, 43 Per cent of them arebetween 5,001 to 10,000, 20 per cent of them are between 10,001

to 15,000 and 14 Per cent of them are above 15,000.


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Monthly Income of the Hero Honda users.

0

1020

30

40

50

below 5,000 between

5,001-

10,000

Between

10,001-

15,000

Above

15,000

Income per Month

Per

centa

Percentage (%)

Fig:2


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Area of the Respondents

TABLE : 3

Area No. of Respondents Percentage (%)

Rural

Urban

53

47

53

47

Total 100 100

Source : Primary data

Inference :

From the survey it was found that about 53 Per cent of the

respondents are living at Rural i.e, Developing area and 47 Per

cent of them are living at Urban area.


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Area of people living

44

46

48

50

52

54

Rural Urban

Area

Perc

entage

No. of Respondents

Fig:3

.

AGE LIMIT OF THE USERS

TABLE :4

Age No. of Respondents Percentage (%)

Below 25 year

Between 26 to 30 years



Above 40 years

21

48

24

05

02

21

48

24

05

02

Total

100 100

Source : Primary Data

Inference:


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From the survey it was found that about 21 Per cent of the

respondents are using motorcycle below 25 year,48 Per cent of

them between 26 to 30 years,57 Per cent of them between 36 to 40

years, and 02 Per cent of the respondents are 40 years old.

Age limit of the users:

0

10

20

30

40

5060

Below

25

y

Between

26to

30

Between

31to

3

Between

36to

40

Abo

ve40y

Age

Percent

No. of Respondents

Future plan regarding present vehicle

TABLE : 5

.

Future plan No. of Respondents Percentage (%)

sale

Exchange

others

20

41

39

20

41

39

Total 100 100


Inference:

The above table shows that above 20% of the respondents are

plan to sale of their bike, 41% of them plan to exchange,39% of

them are under others which include giving vehicles to theirrelations.(Father and brothers.)


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Future plan regarding present vehicle

0

10

20

30

40

50

sale Exchange others

Sale exchange report

Perc

entage

No. of Respondents

Fig:5

Respondents planning to purchase new vehicle

TABLE : 6

New vehicle No. of Respondents Percentage (%)

Interest to purchases of

New Vehicle

Not Interest to purchase

of New Vehicle

25

75

25

75

Total 100 100

Source: Primary DataInference:

About 25% of the respondents planning to purchase new

vehicle and about 75% of them are not interested in purchasing.


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Respondents planning to purchase new vehicle

010203040

50607080

Interest to

purchases of

New Vehicle

Not Interest to

purchase of

New Vehicle

Purchase Plan

Percen

tage

No. of Respondents

Fig:6

Satisfactory level towards availability of colours

TABLE :7

.

Availability of colours No. of respondents Percentage (%)

Satisfied

Not Satisfied

91

9

91

9

Total 100 100

Source :Primary data

Inference :

Out of 100 respondents about 91% of them are satisfied

with availability of colours and only 9% of them needs morealternatives.


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the satisfactory level towards availability of

colours

0

20

40

60

80

100

Satisfied Not Satisfied

Satisfactory Level

Percentage

No. of respondents

Fig:7

Difficulties in present vehicle

TABLE : 8

Difficulties in present

vehicle

No. of respondents Percentage (%)

Mileage

Cost of spare parts

Starting troubles

Brake failure

25

48

16

11

25

48

16

11

Total 100 100


Inference:


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From the survey it was found that about 25% of them

having complaints regarding mileage, 48% of them having cost of

spare parts, 16%of them having starting troubles and 11%of them

having brake failure when the use HERO MOTO mountain areas.

major difficulties in present vehicle

010

20

30

40

50

60

Mileage Cost of

spare parts

starting

troubles

Brake

failure

Major Difficulties

Percentage

No. of respondents

Mode of purchase the Vehicle

TABLE: 9

Mode of purchase the

VehicleNo. of respondents Percentage (%)

Ready cash

Auto Finance

79

21

79

21

Total100 100


Inference:

Regarding mode of purchase about 79%of the respondents

prefers ready cash, 21%of them interested in Auto finance.


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mode of purchase preferen

0

20

40

60

80

100

Ready cash Auto Finance

Mode

Percen

tage

No. of respondent

Fig:9

.

Satisfaction towards the Auto finance

TABLE: 10

Auto finance No. of respondents Percentage (%)

Satisfied

Not-satisfied

21

nil

100

nil

Total 21 100


Inference:

From the survey it was found that about 100% of them have

difficulties in getting finance and non of them does not have any

kind of difficulties.


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satisfaction towards the Auto finance

SatisfiedNot-satisfied

Fig:10

Satisfaction towards the mileage expectation of the

customer

TABLE: 11

Satisfaction towards the mileage No. of respondents Percentage (%)

Satisfied

Not-satisfied

87

13

87

13

Total 100 100


Inference:

From the survey it was found that about 87 per cent of them

Satisfied with milage and 13 per cent of them not-satisfied with

milage.


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Fig:11

.

Expectation of mileage for not-satisfied customers

TABLE: 12

Expectation of mileage for

not-satisfied customersNo. of respondents Percentage (%)

50KM

60KM

70KM

80KM

NIL

05

08

NIL

NIL

38

62

NIL

Total 13 100

Source: Primary data

Inference:

The satisfaction towards the mileage expectation

of the customer.

Yes87%

No

13%


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The above table shows that about 38% of them are

expecting milage above 60KMPL, 62% of the customers are

expecting above 70KMPL.

50KM 60KM 70KM 80KM

No. of respondents

Non Satisfied Customer

Percentage

expectation of mileage for not-satisfied customers

Fig:12

Number of services per year

TABLE: 13

Services per year No. of Respondents Percentage (%)

1

2

3

4

5 & above

5

5

31

45

14

5

5

31

45

14

Total 100 100


Inference:


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The above table shows that 45% of them serviced their

vehicle 4 times in a year, 31% of them serviced their vehicle 3

times in a year.

no. of services for year

0

10

20

30

40

50

1 2 3 4 5 &

above

Service

Percentage

No. of Respondents

Fig:13

PRICE VALUE OF THE VEHICLE

TABLE: 14

Price value of the vehicle No. of Respondents Percentage (%)

Worthy

Not-worthy

93

07

93

07

Total 100 100


Inference:

From the survey it was found that 93% of the respondents

feel value for money is worthy, only 7% of respondents has not

satisfied with value for money.


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value for money

Worthy

93%

Not-worthy

7%

Fig:14

Improvement in dealers network

TABLE: 15

Improvement in dealers

networkNo. of Respondents Percentage (%)

Satisfied

Not-satisfied

45

55

45

55

Total 100 100


Inference:

The above table shows that about 45% of the respondentsare suggest improving the dealer network. 55% of the

respondents are Satisfied with the current dealer network.


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improvement in dealers network

Yes

45%No

55%

Fig:15

REASON TO BUY HERO MOTO BIKE

TABLE: 16

Reason to buy No. of Respondents Percentage (%)

Band name

Efficiency

Recommendations

Quality

others

41

11

7

38

3

41

11

7

38

3

Total 100 100


Inference:

From the above table 41% of the respondents are

purchasing their vehicle for he brand name of HERO MOTO

. 38% of the respondents are going for Quality.


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reason to buy Hero Honda

01020304050

Bandname

Efficiency

Recommendat

ions Q

uality

others

Reason

Percentage

No. of Respondents

Fig:16

PERIOD OF USAGE

TABLE: 17

Period of usage No. of Respondents Percentage (%)

Below 1 yr

1-2 yrs

3-5 yrs

above 5 yrs

4

18

61

17

4

18

61

17

Total 100 100


Inference:

From the above table 61% of the respondents are using their

vehicle for the period of 3-5 yrs. 17% of the respondents are using

more then 5 yrs. 18% of the respondents are using their vehicle for

the period of 1-2 yrs.


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period of usage

0

10

20

30

40

50

60

70

Below 1 yr 1-2 y rs 3-5 yrs above 5

yrs

Years

Percentage

No. of Respondents

Fig:17

RESPONDENTS SUGGESTION TO OTHERS

TO BUY HERO MOTO

PRODUCTS.

TABLE: 18

Respondents suggestion

to others to buyNo. of Respondents Percentage (%)

Ready to Suggest

Not ready to suggest

60

40

60

40

Total 100 100


Inference:

60% of the respondents are ready to suggest others to buy

HERO MOTO products and 40% of them not interested inconvincing other.


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Respondents suggestion to others to buy H

Honda products.

Ready to

Suggest

60%

Not ready tsuggest

40%

Fig:18

SATISFACTORY LEVEL TOWARDS THE

BRAND IN HERO MOTO MOTORS

TABLE: 19

Satisfactory level No. of Respondents Percentage (%)

Highly Satisfied

Satisfied

Dissatisfied

33

65

2

33

65

2

Total 100 100


Inference:

Regarding satisfactory level, about 33% of them are highly

satisfied with existing brands of HERO MOTO, 65% are just

satisfied and 2% of them are dissatisfied with the brands of HERO

MOTO.


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Satisfactory level towards the brands in Hero

Honda motors

0102030

40506070

Highly

Satisfied

Satisfied Dissatisfied

Satisfactory level

Perc

entage

No. of Respondents

Fig:19

SATISFACTORY LEVEL TOWARDS

AVAILABILITY

TABLE: 20

Satisfactory level No. of Respondents Percentage (%)

Highly Satisfied

Satisfied

Dissatisfied

19

78

3

19

78

3

Total 100 100


Inference:


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Regarding availability, about 19% of them highly satisfied,

78% of them satisfied, 3% of them dissatisfied.

the satisfactory level towards availability of Hero

Honda Motors.

0

20

40

60

80

100

Highly

Satisfied

Satis fied Dissatisfied

Satisfactory level

Percentage

No. of Respondents

Fig:20

SATISFACTION LEVEL OF

PERFORMANCE

TABLE: 21

Satisfaction level No. of Respondents Percentage (%)

Highly Satisfied

Satisfied

Dissatisfied

20

77

3

20

77

3

Total 100 100


Inference:


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Regarding performance, 20% of them are highly satisfied,

77% of them just satisfied, 3% of them dissatisfied with

performance.

Satisfaction level of performance of Hero Honda

Motors

0

20

40

60

80

100

Highly

Satisfied

Satis fied Dissatisfied

Satisfactory

Percentage

No. of Respondents

Fig:21

It shows that the majority of the respondents are satisfied with the

performance.

REASONS FOR PREFERRING A PARTICULARBRAND

TABLE: 22

Reasons for preferring a

particular brand

No. of Respondents Percentage (%)

Price

Mileage

Style and Good looking

Performance

22

30

23

25

22

30

23

25

Total 100 100


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Inference:

From the above table, it was found that about 22% of them prefer

because of economical price, 30% of them for mileage, 23% of them for

style and good looking and 25% of them for performance.

R easo ns for p referring a p articular bran

H o n d a .

05

101520

253035

Price

Mileage

Styleand

Good

looking

Performance

Rea son for pre fer

Percent

age

No. of Responde

Fig:22

STATISTICAL ANALYSIS


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CHI-SQUARE TEST

Satisfactory level towards the brand in HERO MOTO

motors

This is to find out how much the respondents are satisfiedwith the brands in HERO MOTO motors

Null Hypothesis:

Thebrands in Motorsare satisfied.

Level of Significance:

Let = 0.05

Satisfactory level Observed Frequency Expected Frequency

Highly Satisfied

Satisfied

Dissatisfied

33

65

2

Total 100

(Oi-i)

Observed value o2 = =

Ei

Expected value:

e2 = 5.991 for 2 degree of freedom at 5% level of confidence.

Inference:

It is found that the brands in HERO MOTO Motors are satisfied.


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A. THE METHODS OF LEAST SQUIRES

This method is most widely used to practice. It is a mathematical

method and with its help a trend line is fitted to the data in such a

manner that the following two condition are satisfied.

1. (Y Yc) = 0

i.e., the sum of deviations of the actual values of Y and the

compound

values of Y is Zero.

2. (Y-Yc)2 is least

i.e., the sum of the squares of the deviations of the actual

and computed

values is least from this line and hence the name method of least

squares. The

line obtained by this method is known as the line of best fit.

Arithmetic straight line : here the fitting process consists of finding

the values of the constants a and b in the straight-line equation.

Y = a + bX.

The value of a respondents the value of the trend whenX=0, b gives the

slope of the line or the amount by which trend increases or

decreases for each

unit of time.

Y gives the estimated or trend values. The values of a

and b can be determined by solving following normal equations in

which time is represented by X and the value in the series by Y.


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Y = Na + bX ------------------------------ (1)

XY = aX + bX2 --------------------------- (2)

from these equation a and b may be obtained to symbolic

form as follows:

Y

a =

N

XY

b =

X2


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1. THE METHODS OF LEAST SQUARES

Below are given the figures of sales (Rs. in crores) of Royal

Enfield Motors i.e., in India.

YEAR SALES (RS. IN CRORES)

2003-2004

2004-2005

2005-2006

2006-2007

2007-2008

20,70,147

26,21,400

30,00,751

33,36,756

33,37,142

Source : Secondary data

SOLUTION:

With the help of available data, the researcher can able to

forecost the future sales by implementing method of least squares.

By using this method, the research can find the sales for the year

2008-09 and 2009-10 under the formula Y = a+bX.


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Assumption:

Year = X

Sales = Y

Y

Where => a N

XY

b =

X2

Year Sales (Y) (Rs. in

crores)

X X2 XY

2003-2004

2004-2005

2005-2006

2006-2007

2007-2008

20,70,147

26,21,400

30,00,751

33,36,756

33,37,142

-2

-1

0

1

2

4

1

0

1

4

-41,40,294

-26,21,400

0

33,36,756

66,74,284Total Y = 1,43,66,196 X = 0 X2 = 10 XY = 32,49,346

Y = 1,43,66,196

X = 0

X2 = 10

XY = 32,49,346


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Y = a + bX

Y 1,43,66,196

a = =

N 5

XY 32,49,346

b = =

X2 10

Sales for year 2008-2009 and 2009-2010 can be estimated by

applying following formula

Y = a + bX

Y1 = 28,73,239.2 + (3,24,934.6 ) (3)

Y1 = 38,48,043

b = 3,24,934.6

a =


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Y2 = 28,73,239.2 + (3,24,934.6 ) (4)

Inference:

Now the sales for the year 2008-2009 and 2009-2010 can be

obtained by

above formula and workings. Thus for 2008-2009 the sales value

is

Rs 38,48,043. and for the year 2009-2010 is Rs. 41,72,978.

Y2 = 41,72,978


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FINDINGS

1. From the survey it was found that the majority of the respondents are

Under Graduates

2. It shows that the majority of the respondents annual income lye

between 5,001-10,000.

3. It founds that the 53% of the respondents are living at Rural

4. The 48% of the respondents are in the age group of 26 to 30 years

old.

5. The survey indicates that the 41% of the respondents future plan is

exchange the two wheeler.

6. It indicates that the 75% of the respondents are not interest to

purchase New Vehicle.

7. About Colourings, 91% of the respondents are satisfied with the

colours available.

8. Majority of bike users have the difficulties with mileage and cost of

spare parts i.e., 25% of them consider their difficulties in mileage and

48% of them worried about cost of spare parts.

9. Regarding made of purchase about 79% of them prefer to pay ready

cash and remaining of them prefer loan through Audio finance.

10 It shows that the majority of the respondents said, they are

satisfied with Auto finance.

11. From the survey the researcher under stood that 87% of the

respondents are satisfied with mileage


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12. It shows that the majority of the respondents are excepting more then

70KMPL.

13. Majority of the respondents are serviced their vehicle more then 3

times per year

14. It shows that the majority of the respondents are satisfied with their

two wheeler is worthy for the value for money.

15. Majority of the respondents are convinced with the present trend in

dealer network.

16. Majority of the respondents are going for the vehicle for the brand

name and quality.i.e. 41%of them consider brand name and 38%of them

consider quality.

17. It shows that the majority of the respondents are using their vehicle

for 3-5 yrs.

18. It shows that the majority of the respondents are ready to suggest to

others to buy HERO MOTO products.

19. It shows that the majority of the respondents are satisfied with

brands of HERO MOTO

20. It shows that the majority of the respondents are satisfied with

the availability of HERO MOTO motors.

21. It shows that the majority of the respondents are satisfied with the

performance.

22.It shows that the respondents are choosing the particular brand for its

mileage


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SUGGESTION

A few customer felt that cost of the spare parts was high when

compared to other brand .Even though they have purchased the

vehicle for higher price they are incurring more expenditure on

the spare parts. Therefore the customer feels that they will be

more satisfied if the prices if the spare parts are reduced.

The appearance factors play a vital role in the purchase

decision of a customer. So the manufacturers can introduce

more attractive features in the existing vehicles to meet the

competition in the industry.

The number of authorized service centers is very limited hence

the customer has to drive long distance to get their vehicles


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serviced .So the company can introduction more service canter

in order to satisfy the customer.

A better customer relation and follow up lead to a better

relationship with the customer.

The regular customer can be given some discount in the service

charges.

In the dealers office the customer are treated in a fair manner.

The behaviours of the office staff and public relations can be

improved in order to win more customers.

In the case of passion the sizes of the seat and the petrol tank

are not proportionate to each other. This may some times spoil

the first impression.

The customers find some complaints in the Dawn model

such as-

a. Vibration after a speed of 80 kmph.

b. Bad road grip.

c. Low fuel efficiency.

d. Lesser pick-up during rainy seasons.

Sudden breaking does not give the desired result in HERO

MOTO vehicles when compare to others.

There are only three dealers of HERO MOTO in the city of

Dindigul . This is not sufficient enough in a developed city


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like Dindigul. Therefore the number of main dealers can be

increased in order to achieve a better coverage.


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CONCLUSION

The phenomenal growth in automobile industries has

influenced the business, industry, trade and economy. In a short

span of time, automobile industries have been implementing

several projects for competing in complex market. HERO

MOTO motors, the largest one-stepped in the global market to

sell and show their service not only in India but also the rest of the

nations.

The researcher was success in conducting this A study on

consumers impact on the service of HERO MOTO. The

Researcher found that cost of spare parts dissatisfies the customers

and the rest of the things such as availability, brands, colour,

mileage and other features, they are quiet satisfied. So from the

study the main impact has been found out these are as follows.

* More concentration in exchange mela.

* Reduce cost of spare parts.

* Update the technology.

* Increase the number of dealers and sub-

dealers.

* Encourage the agents by giving more

commission and incentives

* Reduce in price of slow moving brands


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So once the above suggestions are

implemented in practice, it sales and goodwill

towards HERO MOTO motors.

New motorcycle model - "Aself 350cc" introduced

HERO MOTO became the World No. 1 Company for the

third consecutive year.

Crossed sales of over 2 million units in a single year, a

global record.

Super Jet - World's largest selling motorcycle crossed the 5

million mark

New motorcycle model - "TMT*" introduced

Joint Technical Agreement renewed

Total sales crossed a record of 10 million motorcycles

HERO MOTO is the World No. 1 for the 4th year in a row

New motorcycle model - "karizama" introduced

New motorcycle model - "Cap Deluxe" introduced

New motorcycle model - "Gloup" introduced

New motorcycle model - "Air Jet" introduced

HERO MOTO is the World No. 1 for the 5th year in a row

It shows that the majority of the respond


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A STUDY ON THE CUSTOMER PREFERENCE WITH

SPECIAL REFERENCE TO HERO MOTO

PALANIYAPA MOTOR (P) LTD DINDIGUL

DISTRICT

1. Name :

2. Educational qualification

A. SSLC B.Higher Secondary

C. Under Graduate D. Post Graduate E.

Others

3. Monthly income

A. Below Rs. 5000 B. Between Rs.5,001-

10,000

C. Between Rs.10, 001-15,000 D. Above Rs.15, 000

4. Area of living

A. Rural B. Urban

5. Age

A. Below 25 years B. Between 26-30 years

C. Between 31-35 years D. Between 36-40 years

E.Above40 years


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6. Your future plan regarding the present vehicle

A. Sale B. Exchange C. Others

7. Do you have any plan to purchase new vehicle

A. Interest B. Not interest

8. Did you satisfied with the availability of colours

A. Satisfied B. Not satisfied

9. Major difficulties your find in HERO MOTO motor bikes

A. Mileage B. Cost of spare parts

C. Starting trouble D. Brake failure

If any other specify..

10. Mode of purchase your vehicle

A. Cash B. Auto finance

11. If auto finance means did you satisfied or not


12. Do you feel your bike gives expected mileage?


13. If not satisfied give your expectation

A.50KM B.60KM C.70KM D.80KM

14. Number of services per year

A.1 B.2 C.3 D.4 E.5

15. Did you felt your vehicle is better value for money?


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A. Worthy B. Not worthy

16. Do you feel any improvement in dealers network?


17. Which reason attract you to buy this bike

A. Brand name B. Efficiency C. Recommendations

D. Quality E. Others

18. Year purchasing the vehicle

A. 1 year before B. 2 years before

C. 3 years before D. 5 years before

19. Do you ready to suggest to others to buy the HERO MOTO

products

A. Ready B. Not ready

20. Are you satisfying with the HERO MOTO motors?

A. Highly satisfied B. Satisfied C. Dissatisfied

21. You satisfied with availability of HERO MOTO motor bikes


22. You are satisfied with your bikes performance

A. Highly satisfied B. Satisfied C. Dissatisfied

23. Why are you prefer this particular brand of HERO MOTO

motors


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A. Price B. Mileage

C. Style & good looking D. Performance

Suggestions & Recommendations

....

Thank you


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Table of Content

Chapter Index Page No.

1

2

3

4

5

6

7

8

9

Introduction

Company Profile

Product type an profile

Research Methodology

Analysis & Interpretation

Statistical Analysis

Findings

Recommendations

Conclusion


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