Tewari Part 2
Tewari Part 2
Tewari Part 2
On
SESSION 2014-2017
By
ABHISHEK TEWARI
14gsob101027
I hereby declare that the project entitled a study on a marketing strategies adopted by
yamaha motors. submitted for the BBA Degree is my original work and the project has
not formed the basis for the award of any degree, associateship, fellowship or any other
similar titles.
Place: Abhishek
Tewari
Date:
14gsob101027
CERTIFICATE OF APPROVAL
The following Winter Internship Project Report titled "A STUDY ON THE
Business Administration for which it has been submitted. It is understood that by this
approval the undersigned do not necessarily endorse or approve any statement made,
opinion expressed or conclusion drawn therein but approve the Summer Internship
Project Report only for the purpose it is submitted to the Summer Internship Project
Name Signature
This is to certify that Mr. Abhishek Tewari, a student of the Bachelor of Business
Administration has worked under our guidance and supervision. This Summer Internship
Project Report has the requisite standard and to the best of our knowledge no part of it
has been reproduced from any other summer Internship project, monograph, report or
book.
Designation Designation
Galgotias University
Date
PREFACE
A Well planned, properly executed and evaluated summer training helps a lot in
inculcating good work culture. It provides linkage between the student and industry in
order to develop the awareness of Industrial approach to problem-solving based on broad
understanding of the plant, machinery process and mode of operation of industrial
organization.
My project titled A Market Analysis of Selected Area at Yamaha Motors India, Noida,
has enabled me to have broader knowledge about the Marketing process at YAMAHA
MOTOR INDIA PVT. LTD.NOIDA. It has given me the opportunity to have a detailed
study about the existing systems and practices of the Marketing.
Abhishek Tewari
ACKNOWLEDGMENT
This project has been a great learning experience for me and I would like to express
my gratitude to all the peoples who guided me throughout and without their guidance and
support, this report would not have been completed successfully.
I would to thank Ms.Dr. Aijaz Ahmed Khan for letting me work in A Market Analysis of
Selected Area at Yamaha Motors India which has been a valuable experience for me.
I would like thank all those people who have directly or indirectly helped me in the
successful completion of this project.
I hope this study will provide useful academic as well as practical information.
I do hereby declare that my project has not been submitted elsewhere in any journals,
newsletter, brouchers etc to the best of my knowledge and belief.
Abhishek Tewari
Table of Contents
S.No Particulars No of
pages
I Company profile 08-27
A) Logo of Yahama 11
C) History of Yahama 13
D) Industry Profile 16
Ii Internship profile 27
Iii Key Observations 32
Iv Learning and Value addition 34
V Best Practices and Bench Mark study 38
Vi Recommendation and Suggestions 42
A) Research Methodology 45
B) Research Design 47
C) Need of Study 49
D) Scope of Study 50
X Reference 66
Xi
Annexure 67-69
A) A) Questionnaire 68
COMPANY
PROFILE
Yamaha Motor India (YMI) Ltd. is the fully-owned subsidiary of Yamaha Motor Co of
Japan. YMI was initially known as Yamaha Motor Escorts Ltd. But the parent company,
Yamaha Motor Company, purchased Escorts Ltd's remaining 26 per cent holding in their
motorcycle joint venture Yamaha Motor Escorts Ltd in June 2001. It was therefore
renamed as Yamaha Motor India Ltd.
YMI follows Yamaha Motor's corporate mission of creating 'Kando' - a unique Japanese
word that means 'touching people's hearts.' 'Kando' also describes the 'spirit of challenge"
to create new value surpassing customer expectations. YMI is committed to making
products that benefit from the skills and technology used by Yamaha world-wide. To
fulfill customer satisfaction, and meet the needs of the Indian market, YMI plans to
produce one or more models in the first year, four models in three years. To achieve these
goals, YMI will pursue three major objectives within the company. The first is customer
satisfaction. The second is strengthening R&D. YMI's mission is to constantly produce
what customers are looking for, by analysing market trends and changes. The third
objective is to optimize the internal working system. YMI's motto is 'Speed, Quality,
Yamaha's original design'. Yamaha is aiming to make a significant contribution to Indian
society and create products that the people of India will take to their hearts.
The original logo was submitted to the Government of India by Escorts Ltd. due to its
graphical resemblance of Ashoka Chakra. Next logo was the result of conceptualized
planning and graphic designing which remained in the use for 20 years.
At the time of 50:50 joint venture of Escorts Limited with YMC, Japan a new company
Escorts Yamaha Motor Limited was formed which came up with a new logo representing
both the companies. Again in the year 2000, equity of the company has changed resulting
Yamaha74% and Escorts26%, thus changing the logo and the companys name to YMEL.
Now, the company being 100% subsidiary holder is known as the Yamaha Motor India
(Pvt.) Limited. The logo of YMC has been adopted by YMI.
safety, quality and efficiency. With our diverse team, we will provide responsible
stewardship to our community and environment while achieving stability and security
PEOPLE VISION
C) HISTORY OF YAHAMA
Yamahas corporate mission is same as the mission of Yamaha Motor Company, Japan.
KANDO is Japanese word for expressing feelings of excitement and deep satisfaction.
GLOBALISATION:
The automakers having their business in India have to understand the Indian buyer
behavior of two wheelers. They have to think globally and act locally. This project brings
out the consumer buyer behavior of two wheelers in Delhi, Noida & Ghaziabad
Two-wheeler Industry: An industry overview:
The two-wheeler industry is passing through a very interesting business phase. While the
companies are slugging it out to maintain or increase their market share, the consumers
are a happy lot. At the stock market, the share prices of two-wheeler companies have seen
a divergent trend. The reshuffling of market share in the motorcycle segment has been the
key factor driving the share price of the top three two-wheeler producers Bajaj, Hero
Honda and TVS Motor.
With a slew of new models slated to be launched by almost all top companies, the
earnings growth could turn out to be more uncertain and volatile. Considering that the
share prices of Bajaj, Hero Honda, LML and TVS Motor have recovered from their lows
recorded a few weeks back, existing holders could pare exposures.
Bajaj Auto has had a smooth transition from a scooter to a motorcycle company. After a
poor run of the new models launched in the 1990s, the fortunes have changed for the
better. The company's latest introductions Caliber, Boxer, Pulsar and Discover have
turned out to be a major hit. The company also has the technological capabilities and
financial muscle to withstand both product failures and competitive forces. However, the
company's share price has seen a steady up trend in the past few quarters. Existing
stakeholders could probably reduce exposures and contemplate re-entry at the Rs 420-
430 range.
As far as TVS Motor is concerned, the company is passing through a critical phase, with
Victor and Max 100 being the two major growth drivers. . The company has resorted to
offering discounts on its popular model, Victor, which could affect profitability. The
company also plans to launch a host of new models.
Considering the success of Victor, the odds of success in new model launches appear to
be stacked in TVS Motor's favor. However, it would always be prudent to adopt a safe
approach when it comes to investment decisions. Existing holders could, therefore, lock
in at least a portion of their unrealized profit by reducing exposure in TVS Motor.
However, a close look at the developments in the company would be in order, as it could
be in thick of action in the current fiscal.
D) INDUSTRY PROFILE
Yamaha Motor India (YMI) Ltd. is the fully-owned subsidiary of Yamaha Motor Co of
Japan. YMI was initially known as Yamaha Motor Escorts Ltd. But the parent company,
Yamaha Motor Company, purchased Escorts Ltd's remaining 26 per cent holding in their
motorcycle joint venture Yamaha Motor Escorts Ltd in June 2001. It was therefore
renamed as Yamaha Motor India Ltd.
YMI follows Yamaha Motor's corporate mission of creating 'Kando' - a unique Japanese
word that means 'touching people's hearts.' 'Kando' also describes the 'spirit of challenge"
to create new value surpassing customer expectations. YMI is committed to making
products that benefit from the skills and technology used by Yamaha world-wide. To
fulfill customer satisfaction, and meet the needs of the Indian market, YMI plans to
produce one or more models in the first year, four models in three years. To achieve these
goals, YMI will pursue three major objectives within the company. The first is customer
satisfaction. The second is strengthening R&D. YMI's mission is to constantly produce
what customers are looking for, by analyzing market trends and changes. The third
objective is to optimize the internal working system. YMI's motto is 'Speed, Quality,
Yamaha's original design'. Yamaha is aiming to make a significant contribution to Indian
society and create products that the people of India will take to their hearts.
Managing Director & CEO
Executive Committee
TOP MANAGEMENT
Senior Vice President
Vice President
Associate Vice President
SENIOR MANAGEMENT
Chief General Manager
General Manager
Deputy General Manager
MIDDLE MANAGEMENT
Chief Manager (M6-M8)
Manager (M3-M5)
Assistant Manager (M2)
JUNIOR MANAGEMENT
Senior Superintendent (JM IV)
Senior Officer (JM III)
Officer (JM II)
Assistant Officer (JM I)
OPERATIVE (Unionized Cadre)
Highly Skilled (E 07-E 12)
Skilled (E 04-E 06)
Semi Skilled (E 02-E 03)
Unskilled (E 01)
WELFARE ACTIVITIES
Medical Facilities
For providing domicililary treatment to the employees and their dependents, a
dispensary and a full time doctor is available in the plant.
Group Accident Insurance Scheme
Employees not covered under ESI are automatically under the Companys Group
Accident Insurance Scheme.
Provision of Loans
Loan can be obtained by members for purpose such as marriages, purchase of land,
construction of house, long term medical treatments, natural calamities etc.
Benevolent Fund
For providing financial help as a responsible corporate citizen, Rs. 200,000
are given to the family of deceased employee.
Service Awards
In appreciation of the long association, the company gives service awards as a mark
of honour to the employees.
Scholarships
Scholarship is offered to the children of all employees.
Training Activities
There are three training centres all over India. The company is concerned with the
personnel growth and development of employees and sponsors them for various
training and development programs.
Transportation
Subsidized transportation is provided for residents of Delhi and Palwal.
E) DIFFERENT LOCATION AND OPERATIONS
Location: Kanchipuram
Add: Irrugattukottai, NH No. 4,
Sriperumbudur Taluk, Kanchipuram District,
Tamil Nadu - 602117
Tele: 044 - 47100000
Fax: 044 47100500
Location: Hyderabad
Add: Survey No- 5/2 & 5/3,
Opp. Hi-Tech City Railway Station,
Ijjatnagar, RR District, Hyderabad- 500084
Tele: 040-66574020
Fax: 040- 66574099
Yamaha Motorcycle India (YMI) in a bid to recreate the magic of the RX100 had brought
out the four-stroke Crux in January 2001 and achieved reasonable success. The Crux R,
with a revcounter and a front fairing, rolled out later the same year. Now with stiffer
emission norms calling the shots and the competition constantly re-jigging the
marketplace, YMI has launched another Crux avatar suffixed with an 'S'. :
The Crux S carries forward the Yamaha 106cc single-cylinder, four-stroke and air-cooled engine
from its predecessor, adding a few bits and pieces to achieve cleaner breath. Bore and stroke for
the cast iron cylinder are undersquare, while the alloy head uses twin valves. The camshaft is
chain-driven with a tensioning system visibly protruding from the rear of the block. A standard
slide-type carburettor does duty and power and torque figures are 7.3bhp at 7500rpm and
0.76kgm available at 6000rpm.
The Crux S isn't happy about being woken up each morning as it requires liberal use of the choke
on every cold start on even a warm winter morning. Once up and past this stage, the Crux S
delights with a silken smoothness and light clutch feel that make for a good riding experience.
The motor is completely vibe- and buzz-free and utilises a four-speed gearbox as fine as the best
on any motorcycle in India. The long-stroke nature of the engine with its strong low-end torque
means gearshifts are kept to a minimum. Acceleration is as brisk as any other similar 100cc
machine in India, with 60kph going by in a creditable 7.54 seconds.
(Rs. 39,786)
MT-01 - Torque like a hammer (Rs.
25,60,000)
1. HONDA
2. BAJAJ
3. HERO
4. TVS
5. SUZUKI
6. MAHINDRA
7. KTM
8. APRILLA
9. DSK BENELLI
10. DUCATI
11. KAWASAKI
12. HYUSUNG
13. BMW
14. TRIUMPH
15. MV AGUSTA
H) SWOT Analysis of Yahama
Strengths
Weaknesses
-tax structure
-brand portfolio
-small business units
Opportunities
Threats
-increasing costs
-rising cost of raw
materials
-technological problems
-cash flow
4. LOCATION- Hajipur
Sneha automobiles
Email - snehaautomobile@gmail.com
This SIP Project task was field work as well as office work because my work was to look
over the marketing statragie addopted for the sales of yahama motors, and toe improve
the sales of yamaha bikes. So my 50% of work was field work and half was office work.
SUMMER INTERNSHIP FEEDBACK FORM
Interns Name:___________________________
Batch: -_________________________Company:_______________________________
Name: ________________________________
Address: ____________________________________
Department (in which the training has been done):________________________
Mentors Name: ____________________
Mentors e-mail id: ______________________________
Contact Number: ________________________
Part A: General Intern Performance Instructions: Please rate the student intern on each of
the following job dimensions. For each dimension, sample behaviors of excellent and
satisfactory performance are listed as guidelines:
1. Attitude/Effort: His/her attitude and efforts towards the work & duties assigned during
internship.
1 2 3 4 5
Ability to meet deadlines
Keen to take on extra duties
Seeks out opportunities
Always make a contributions in work
Always Takes initiative
2. Works Independently: His/her ability to work independently to complete tasks with
minimum supervision.
1 2 3 4 5
Always submit assignments timely
Needs constant
supervision/help
4. Interpersonal Skills: Degree to which intern gets along with others (co-workers,
supervisor, clients.)
1 2 3 4 5
Ability to work well in groups
1 2 3 4 5
Punctuality & Regularity
Absence planned/non-disruptive
6. Ability to learn: His/her ability to understand/grasp new ideas, opinions & instructions.
1 2 3 4 5
Interest in learning new tasks
Additional Feedback/Comments
(1) What were the strengths of this intern?
(3) Are you willing to take interns in next year? (Indicate one) Yes No
If no, why not?
OBSERVATIONS
KEY OBSERVATIONS
A) Work description
In this SIP Project the work assign to our group is to meet and communicate with
Hyundai new/old customer and get feedback about Yahama services and customer
satisfaction. And know about the improve area of Yahama services, customer satisfaction,
A) Practices followed
In this SIP Project there are some pre defied practices followed by the employee of
company.
3. Polite behaviour
In this competition time challenges are the part of life. In this Winter Internship Project
we are facing various types of challenges in the market.
3. Convance Customer
LEARNING &
VALUE ADDITION:
SHOULD INCLUDE
LEARNING & VALUE ADDITION: SHOULD INCLUDE
Every student take a new experience during his winter internship. Winter internship is
one of the way where a student gain practical experience of corporate life and its various
aspects, and implement their theoretical knowledge in real world.
In this winter internship I am learning some very important key learning during the
winter internship.
Theoretical concepts is based upon past theories and concepts but practical exposure is
different. It experience real time things and its experience.
Internships are great tools to improve your chances as a job applicant and help
make you a better potential employee. So make the investment in your career and
look into becoming an intern.
Here are just a few Usefulness of internship with future perspective:
1) Real world experience: Joining a company as an intern gives you the opportunity
to work hands on in a professional environment. As an intern you're not just there to get
coffee or run errands but you're there to gain actual work experience. Internships help by
teaching you more about the career path you are pursuing. Think of it like this
internships are a way to test drive possible jobs and explore different career options.
2) Networking: Internships often give you the opportunity to attend meetings and events.
By interacting with professionals you gain new connections and learn how to
communicate in a professional environment. Personally, my internships have introduced
me to a lot of useful resources and have given me the opportunity to meet a variety of
professionals in my field. Networking has helped me acquire references and find new job
opportunities. Internships can even provide you with a professional mentor.
5) Career Foundation: Internships provide you with the building blocks you need for
your future. Many internship opportunities help set the foundation for your career. It is
important that you choose you internships based on your interests and career prospects.
As an intern you have the opportunity to get your foot in the door with a company.
Keep in mind, employers often use internships as a recruitment tool to test out
future employees and in many cases, companies hire interns after graduation.
BEST PRACTICE
AND BENCHMARK
OF STUDY
BEST PRACTICE AND BENCHMARK OF STUDY
1. suzuki
2. bajaj
3. honda
4. kawashaki
5. hero
6. ktm
7. bmw
8. apirala
9. Harley devidson
10.hyusang
11.ducati
12.Mahindra
1.hero 54.6%
2.bajaj 46.5%
3.honda 32.4%
4.kawashaki 12.9%
5.suzuki 9.9%
6.ktm 7.7%
7.bmw 5.7%
8.apirala 3.8%
10.hyusang 1.9%
11.ducati 0.5%
12.Mahindra 0.3%
Growth & Opportunities in the bikes industry sector.
This rapid growth and evolving strengths in R&D and supply chain in the country are
creating fantastic opportunities for engineering and manufacturing companies. In view of
this, most large international players have already entered or are taking bold steps to enter
the market.
For this monthly Advanced Engineering Sector View, our strategic partners, PwC, have
kindly contributed their insights into the Indian motorcycles sector. Below you will find
an update and upcoming trends in the sports bykes and auto components subsectors.
Sports Bikes
Sports byke assembly volume has grown from 0.7m, in 2001, to 3.5m in 2011 and is
expected to grow to 7.5m by 2018 (11% CAGR). Most of the big OEMs are already in
India or are in the process of setting up manufacturing facilities. Whilst yahama has the
largest market share , both Indian manufacturers (e.g. hero, bajaj) and international
players (e.g. Suzuki & yahama) have been gaining market share in recent times.
bikes sales volumes over the last few months also suggest that consumer demand is
slowly shifting towards diesel powered Utility vehicles being launched by automakers,
especially products that are relevant to Indian market conditions. Demand from this
years festive season may not match those of previous years and a far from optimistic
growth forecast could dampen car sales in the short-term. However, the long-term
structural growth drivers of the Indian bykes industry such as gross domestic product.
Bikes components
Over the last decade the Indian Byke component industry has emerged as one of Indias
fastest growing and globally competitive manufacturing sectors. The countrys auto
component industry has also shown great advances in recent years in terms of quality,
spread, absorption of newer technologies, skilled manpower at a reasonable price, and
flexibility. Market realities in the US, Europe and other global markets now pose a
significant opportunity for Indian component manufacturers to forge a new identity with
clear strategies in R&D, supply chain and product diversification. The overall component
industry has witnessed a compound annual growth rate of nearly 15% for the period
2007-11 and is expected to grow at 11% over the period 2011-21. Similarly while the
growth rate of exports has been 11% during 2007-11, exports are expected to grow by
nearly 19% during 2011-21.
Job Opportunities
By creating jobs, fueling innovation, driving exports, and connecting people, bykemakers
are ride the American economy forward. The members of the Alliance of motorcycles
Manufacturers are proud to present a new report, compiled by the Center for Automotive
Research, about the strength of our industry as it continues to help lead the U.S.
economic recovery. According to report data, automakers are powering our economy by:
Directly employing 1.55 million Americans and impacting a total of 7.25 million
U.S. jobs.
Investing $46 billion in U.S. factories and facilities between 2010 and 2014.
Recommendation and
Suggestions
Recommendation and Suggestions
With respect to the above study and the findings thereby, the company has definitely
entrenched into the urban market. With few more concerted efforts, the said organization
needs to enter the rural market in order to completely establish itself all over. The above
study will help the consumers to get more awareness about ford cars and it will also help
to ford motors to capture the market of urban as well as rural markets.
SUGGESTION
The overall sales satisfaction index from the study reveals that the company is
performing very well and customers buying are much satisfied with the service given to
them.
DESIGN OF STUDY
DESIGN OF STUDY
RESEARCH METHODOLGY
potential customers and existing customer numbering 20 was conducted to arrive at key
deliverables which would ensure customer satisfaction. The research tool (questionnaire)
was designed by inducing the various queries, based on the key deliverables, which
The research was based on a study of a sample, sized 100, using simple random sample
included collection of data from the primary sources using the research tool
(questionnaire). Final stage was to analyse, interpret and draw conclusions from the data
collected.
B) RESEARCH DESIGN
project.
Exploratory Research
collection can impact the results of a study and ultimately lead to invalid results.
Data ollection methods for impact evaluation vary along a continuum. At the one end of
this continuum are quantitative methods and at the other end of the continuum are
The Quantitative data collection methods, rely on random sampling and structured data
collection instruments that fit diverse experiences into predetermined response categories.
They produce results that are easy to summarize, compare, and generalize.
Quantitative research is concerned with testing hypotheses derived from theory and/or
being able to estimate the size of a phenomenon of interest. Depending on the research
feasible, the researcher may collect data on participant and situational characteristics in
order to statistically control for their influence on the dependent, or outcome, variable. If
the intent is to generalize from the research participants to a larger population, the
Experiments/clinical trials.
Primary Data:
The data is collected directly from each and every customer.
Pilot Survey
A pilot survey was conducted to understand the factors, which would positively influence
the customer. Personal Interviews totalling 20 were conducted for the sales team,
potential customers and the existing customers of Ford. The factors scoring high in the
interviews were considered to be the key deliverables.
Survey Research:
The research was done to learn about peoples preferences and satisfaction of the
Hyundai customer.
Research Tool:
Questionnaire (primary tool- attachment 1)
Interview through questionnaire method was employed for the research purpose. The
questionnaires were individually administered to each customer to ensure minimum
scope for faulty data entry and error of understanding. This method also gave the
interviewer the scope of entering into a dialogue an standing the customers perception
better.
The questionnaire tried to capture the responses of the customers mainly on the key
deliverables, derived from the pilot survey conducted, and a few questions have been
included to gauge the level of satisfaction and to gain insight into customer expectations.
Unstructured interview
The interview complemented the primary research tool and helped deliver into details of
responses provided by the customers. This not only validated the responses of the
customers but also helped the interviewer understand the expectations of the customers.
SAMPLE
SAMPLING UNIT: In this study the sampling unit used is the existing customer
base of Hyundai. Selection is made from the list of Customers during the last one
year.
sampling and questions were asked to the respondents when they were coming out
of their respective offices, shopping malls, show room, and through Champaign.
C) NEED OF STUDY
Increasing competition, ever growing market, easy availability of the finances and
increasing population of young executives, with huge disposable incomes, over the past
few years has substantially increased the sales in the automobile industry. Also, the
competition among the dealers of the products has increased with each trying to
maximize their customer base. This makes it imperative for the dealers to provide the
best of the services and exceed the customer expectations to achieve customer delight and
loyalty.
The study tries to understand the key service parameters and reflect upon the
dysfunctional areas, thus providing the dealer with an insight into the level of customer
D) SCOPE OF STUDY
To study and understand the key service parameters using Customer Satisfaction and
reflect upon the low performing areas:
To study about the customer satisfaction on the services provided by the dealers.
To study the opinion of the owners of cars regarding its features like mileage,
price etc.
To study the information resources that the customer using before purchasing the
car.
ANALYSIS
OF
DATA
ANALYSIS OF DATA
1) Age group:
Table 3.1
Chart 3.1
25
20
10
Interpretation:-
From the above table shows that the respondents of the age group of years above
50 i.e. 22, the next group is 40-50 years i.e.25, the remaining age groups are 30-40 and
20-30 years having 25 and 9 respectively.
2) Occupation
Table 3.2
Sl.No occupation No of people
A Employee 35
B Business 20
C NRI 15
D Others 8
Chart 3.2
35
30
25
20 employee business NRI others
15
10
5
0
Interpretation:-
From the above table shows that the respondents of the occupation are mostly employees
numbered 35, business people numbering s20, NRIs 15 and others 8 people.
Table 3.3
Chart 3.3
R1
D, 12
fz fazzer
C, 10 A, 35
B
, 18
Interpretation:-
The following graph shows the number of cars in the total of 75 persons r1 is
owned by 35 people, and fazzer owned by 18 and fz owned by 10 people and r15 by 12
people.
Table 3.4
Chart 3.4
20 16 18
18
16 14
14 13
12
10 8 Series1
8
6 4
4
2
0
Mileage Price Brand Style Mileage Mileage
& Brand & Style
A B C D E F
Interpretation:-
The following graph shows the number of what features you consider while you
purchase in the total persons Mileage by 14, and Price by 4 and Brand by 16, Style by 18,
Mileage and Brand by 13, and Mileage and Style by 8.
4) How do you feel when you drive yahama bykes?
Table 3.5
Chart 3.5
40
35
30
25
good better best poor
20
15
10
5
0
Interpretation:-
From the above table shows that the respondents of the experience of people while riding
yahama bykes is good i.e. 25, the next group is better i.e.20, the remaining people who
feel best is 40 and others who feel poor experience are 5 respectively
Are you satisfied with your bykes mileage?
Table 3.6
A Yes
B No
Yes
A, 61
Interpretation:-
The following graph shows the number of people who satisfied with mileage of
the vehicle in the total respondents response given by persons Yes by 61 and No by 14.
Table 3.7
No
B, 30
Yes
A, 45
Interpretation:-
The following graph shows the number of people who recommend yahama bykes in
the total persons yes by 45 and No by 30.
Table 3.8
40
35
30
25
20
15
10
5
0
Interpretation:-
From the above table shows that the respondents of the people about yahama
customer service is excellent i.e. 40, the next group is good i.e.20, the remaining people
who feel better is 30 and others who feel poor experience are 5 respectively.
Table 3.9
Sl.No Source No of percentage
A Excellent 38
B Good 17
C Better 10
D Poor 7
Interpretation:-
The number of customers who satisfy/not satisfied with the after sales service of
the company from a number of 100 customers is satisfied 75 and not satisfied 5.
Table 3.12
Interpretation:-
The following graph shows the consumers experience at show room the number of
customers who feel satisfy is 15 and who feels good is 60.and 20% of the customers feels
excellent and 5% of the customers feels poor at show room experience.
Table 3.13
A Yes
B No
Yes
A, 80
Interpretation:-
The following graph shows the number of customers who were offered test drive
for the product is yes by 80 customers and no by 7 customers.
Table 3.14
Sl.no Customer Percentage
response
A Fully satisfied 71
B Just satisfied 15
C Not satisfied 4
Chart 3.14
80
70
60
50
fully satisfied just satisfied not satisfied
40
30
20
10
0
Interpretation:-
The following table shows that the respondents who satisfied with dealers
performance is better71, good 15 and Poor is 4.
Chart 3.15
Interpretation:-
The following table shows that 65% of the customers are probably repeat purchase,
14% of the customers might have repeats the purchase, 16% of the customers definitely
repeats the purchase and 5% of the customers definitely not purchase the hero.
:
FINDINGS
FINDINGS
Hyundai enjoys a high patronage from its customers.
The satisfaction levels can also measure with the level of recommendations to
friends and associates; It is evident that more than 80% customers are satisfied
with the service offered at Hyundai.
The probability that the customers would repeat that purchase at the same
showroom is high, which is a good sign.
The sale satisfaction index of Hyundai showroom is 8.4 on scale of ten (refer
page 32), which is exceptionally good, the showroom should persist on high
levels of commitment to maintain the good image it has created. The industry
SSI (2003) is 104 out of 126 according to J D Power Asia pacific. And Ford
scores 105 out of 125.
In the interview it was found that the customers are happy about the training
Programs under taken by the showroom, which train the customers to
negotiate minor breakdowns comfortably.
It has been observed that 25% of customers have reported a slack in the
delivery
Process.
This is the only area of concern that has emerged from the city.
REFERENCE
www.yamaha-motor-india.com
www.truly-yamaha.com
Times of India
Economics Times
Business standard
Business week
Name: age
Address.. ph no. ..