Executive Summary: Customer Satisfaction Towards Hero Motocorp, A Case Study of Ranebennur

Customer Satisfaction Towards Hero Motocorp, A Case Study of Ranebennur
EXECUTIVE SUMMARY
Hero MotoCorp Ltd. Formerly Hero Honda is an Indian motorcycle and scooter
manufacturer based in New Delhi, India. Hero Honda started in 1984 as joint venture
between Hero cycles of India and Honda of Japan. The company is the largest two
wheeler manufacturer in India.
Title of the study is on level of customer satisfaction towards Hero MotoCorp”. At

Panchalingeshwar Motors Ranebennur.
The main objectives of the study are to know the customer level of awareness of
Hero two-wheelers. And to know the various factors, which influence customers in
purchasing two-wheelers. & to understand two wheeler sector in India.
No single work is an exception to the limitations. Every work has got its own
limitations, so due to time constraint my study is confined only to Ranebennur city. So
the limitations of the study is the data was gathered through a limited number of 100
respondents have given correct information.
The studies are selected for survey in Panchalingeshwara Motors in Ranebennur

city. Data will be collected through simple close ended questionnaire.
The primary data has been collected from 100 customers. Though questionnaires
by using simple random sampling in addition interaction with the staff of Hero MotoCorp
Ltd has also given some information. Secondary Data obtained from annual reports,
broachers, manuals websites, magazines, newspapers etc.’
The sampling methods include meeting with customer and also includes
preparation of the questionnaire answered by the people. The data collection is processed
and simplified in the form of simple statistical tables and graphs. Graphs are used to
interpret the data. The data is shown systematically arranged so that no misinterpretation
takes place and errors can be minimized.
Government First Grade College, Ranebennur-581115Page 1

Findings of the study are ability to understand customers needs and wants
maintenance cost is low. And passion and pleasure are the two models that Hero
MotoCorp.
Most of the respondents’ are satisfied with the services of at Panchalingeshwar

motors. Less labour charge and service in time service in time and increase in number of
services station they are three major parameters in demand.

CHAPTER – 1
INTRODUCTION
Hero Motocorp Ltd. Formerly Hero Honda is an Indian motorcycle and scooter
manufacturer based in New Delhi, India Hero Honda started in 1984 as a joint venture
between Hero cycles of India and Honda of Japan. The company is the largest two
wheeler manufacture in India. The 2006 Forbes 200 Most Respected companies list has
Hero Honda Motors ranked at # 108.
In 2010, when Honda decided to move out of the joint venture, Hero Group
bought the shares held by Honda subsequently, in August 2011 the company was
renamed Hero Motocorp with a new coporate identity on June 4, 2012. Hero MotoCorp
approved a proposal to merge the investment arm of its parent Hero investment Pvt. Ltd
into the Hero maker. The decision comes after 18 months of its split from Honda Motors.
Type Public Company

Trade As BSE: 500182
NSE:HEROMOTOCO
BSE SENSEX Constituent
Industry Hero Motive
Founder January 19, 1982
Founder (S) Brijmohan Lall Munjal
Headquarters New Delhi, India
Area Serveo India, Srilanka
Key People Dr. Brinjmohan Lall Munjal (Chariman)
Pawan Munjal (MD & CEO)
Products Motorcycles, Scooters
Revenue Rs 241.66 billion (US$ 4.0 billion)(2016)
Net Income Rs 21.18bilion (US$350 million) (2016)
Total Assets Rs 53.08 billion (US$880 million) (2016)
Parent Hero Group
Website www.heomotocorp.com

DIRECTORS:
Founder Direct and chairman : Dr. Brinjmohan Lall Munjal
Managing Director and CEO : Mr. Pawan Munjal
Board of Directors:
Name of the person Nature of the office
Mr. Sunil Kant Mujal Non Executive Directors
Mr. Sunil Kant Mujal Director
Mr. Paul Edgerley Non Executive Director
Mr. Pradeep Dinodia Director
Gen. (Retd.) V.P> Malik Director
Mr. Analjit Singh Director
Dr. Pritam Singh Director
Mr. Damodaran Director
Mr. Ravinath Director
Dr. Anand C Burman Director

TERMINATION OF HONDA JOINT VENTURE

In December 2010, the board of directors of the Hero Honda Group has decides to
terminate the joint venture between Hero Group of India and Honda of Japan in a Phased
manner. The Hero Group took out the 26% stake of the Honda in joint venture Hero
Honda Under the joint venture Hero Group could not export to international markets
(Except Sri lanka) and the termination would mean that Hero Group can now export.
Since the beginning the Hero Group relied on their Japanese partner Honda for the
technology in their bikes. So there were concerns that the Hero Group might not be able
to sustain the performance of the joint venture alone.
The Japanese HERO major exited the joint venture through a series of off market
transactions by giving the Mujal family-that held a 26% stake in the company-an
additional 26% Honda, which also has an independent fully owned two wheeler
subsidiary- Honda Motor cycle and Scooter India (HMSI) – Hero Honda at a discount and
got over $ 1 billion for its stake. The discount was between 30% and 50% the value of
2011-12 Hero Honda’s stake as per the price of the stock after the market closed on
Wednesday.
The rising difference between the two partners gradually emerged as an irritant.
Differences had been brewing for a few years before the split over a variety of issues,
ranging from Honda’s reluctance to fully and freely share technology with Hero (spite a
10-year technology tie-up that expires in 2014 as well as Indian partner’s uneasiness over
high royalty payouts to the Japanese company. As per the arrangement.
It will be a two-leg deal. In the first part, the munjal firmly, led by Brinmohan Lal
Munjal group, formed an overseas-incorporated special purpose vehicle (SPV) to buy out
Honda’s entire stake, which will be backed by bridge loans this SPV would eventually be
through open for private equity participation and those in the fray include Warping Pinks,
Kohlberg Kravis Roberts (KKR), TPG, Bain Capital, and Carlyle Group.

ORGANIZATION CHART
Owner-1
General Manager-1
Accounts Sales Department- Spare Department-2 Servicing

Department-3 Department-1
3
Sales Executive Work Manager-1
Work Supervisor-2
Head Machanics-5
Mechanics-6

DEALER PROFILE
PANCHALINGESHWAR MOTORS Who is exclusive in was established on
April 2008 with a capital of Rs 25 lakh by the Proprietor Shambu Savanur with 24
employees at now presently they are having 27 employees.
Hero MotoCorp follow the corporate identify for the establishment of showroom
It means that the company has its policy in respect of land building paints and timing of
showroom.
Factors to Be Considered Before Starting a Showroom as Per Corporate Identity.

Proprietor Name Shambu Savanur
Type of Company Hero Motocorp Showroom

Location : Location is very important because to know the number of vehicle in
that area type of customer land whether the high way or city’s well
know road is passing through the location or not.
Building: Before constructing a building following points are taken into
account
a) Nature of soil foundation requirement.
b) The level of ground
Labour: The labours are the main pillars of any organization the efficient
organization depends the amount of capital and the space required in
the building.
Machinery: To install the equipment in proper place the layout is drawn. it
depends the amount of capital and space required in the building.
Water & Electricity: Water and electricity are necessary for workshop it helps in it he
providing better servicing of vehicles.
Surrounding Area: Panchalingeshwar Motors is Situated in P. B Rode Ranebennur.

Organization:
To provide better service Panchalingeshwar motors has made 4 sections they are section.
Department of the showroom
Sales Section
Accountant.
Spare section
Workshop
Finance:
 In showroom the finance section performs the following functions.
 Maintenance of different registers like
 Stock book b) material account.
 C cash book d ledger account.
 Entries have to be made in material account in case of sales of vehicle.
 To make adjustments in the stock register when vehicle are received from the
company.
 To maintain proper account about spares part.
Marketing section
Marketing section of the showroom involves the distribution of vehicles and
spares parts purchase from the company.
Panchalingeshwar motors make the purchase of vehicle from Prakash Branch

office from Davangeri and sell the vehicle, so here there is no production of any goods
panchalingeshwar motors ultimately makes the sales to customers.

PORTFOLIO OF PRODUCTS
Hero MotoCorp offers wide range of two wheeler products that include
motorcycles and scooters, and has set the industry standards across all the market
segments.
100cc : Bike Category

 Splendor plus
 Splendor NXG
 Splendor pro
 Passion pro
 Passion Xpro
 Maestro
 Pleasure
 HF Dawn
 HF Deluxe
125cc : Bike category

 Glamour
 Super splendor
 Ignitor
 Glamour PGM F1
150cc: Bike category

 Achiever
 Karizma
 Karizma zmr
 Impulse
 Hunk
 Xtreme

Splendor Plus
Bike Type Standard

Start Type Self Starter & Kick
Engine Displacement (Cc) 97.2
Ignition Kick
No If Cylinders 1
Maximum Torque 7.95 Nm 50rpm
Fuel Type Petrol
Fuel Tank Capacity) Liters 11
No Of Gears 4
Gearbox Type Manual
Clutch Wet Multiplate
Brake Type Drum
Front Brake 130
Rear Brake 130
Front Suspension Telescopic Hydralute Shock Absorbers
Rear Suspension Swing Arms
Wheelbase (Mm) 1230
Front 2.75 X 18-42 P4 PR
Rear Tyre 2.75 x 18 – 48 P 6 PR
Dimensions (WxLxH)mm 720x1970x1040
Weight 109

Splendor Pro
Type Motorcycle
Engine Displacement 97.20cc
Engine Type Air –Cooled, 4- Stroke Single Cylinder OHC
Engine Starting Self Start / Kick Start
Maximum Power 5.74KW (7.8 Ps) @ 7500rpm
Maximum Torque 8.04 N-m @ 4500RPM
Transmission 4 Speed constant mesh
Gear Shift Pattern All up
Top Speed 98.7 kmph
Front Brake Internal Expanding shoe type (130 mm) type
Front Tyre 2.75 x 18 – 42 p/4PR
Rear Tyre 2.75 x 18 – 48 P / 6 PR
Wheelbase 1230 mm
Width 720mm
Height 1.040mm
Length 1,970mm
Weight 10.9/112kg
Ground clearance 159mm
Petrol tank capacity 11 liters

Passion Pro
Engine
Type air-cooled, 4-stroke single cylinder OHC
Displacement 97.2cc
Max. Power 6.15KW (8.30 Ps) @ 8000rpm
Max Torque 0.82 Kg-m (8.05 N.m) @ 5000rpm
Bore x Stroke 50.0 x 49.5mm
Carburettor side Draft, Variable Venturi Type with
Ignition Dc-Digital CDI
Dimensions
Length 1980mm
Width 725mm
Saddle Height 795mm
Wheelbase 1235mm
Ground Clearance 165mm
Fuel Tank Capacity 12.8 Lite (Min), 1 Liter (Usable Reserve)
Reserve 1 Liter (Usable Reserve
kerb Weight 116 (Kick), 119kg (Self)

Kaizma ZMR
Engine
Type Aircooled, 4-stroke single cyclinder OHC, Fuel Injection, Oil Cooler
Displacement 223cc
Max Power 14.9kW (20 BHP) @ 800rpm
Max Speed 129 kmph
Fuel Metering FI, Fuel Injection
Dimensions
Fuel Tank Capacity 15.3 Liter
Kerb Weight 157 Kgs

Krizma R
Engine
Type Air cooled, 4- stroke single cyclender OHC
Displacement 223cc
Max Power 14.32 kW (19.2BHP) @ 7500rpm
Max Torque 19.5 N-m @ 6000rpm
Max Speed 126 kmph
Dimensions
Fuel Tank Capacity 15 Liter Kerb

Hunk
FEATURES
Bike type
Start type Self
Stroke (mm) 57.8
Engine Displacement (cc) 149.2
Ignition Self
Maximum Torque 12.8 Nm 6500rpm
Fuel type Petrol
Fuel Tank Capacity (Liters) 14.4
No of gears 5
Gearbox type Manual
Clutch Wet Multiplate
Brake Type
Front Break 240
Rear Brake 220
Front suspension Telescopic hydraulic shock absorbers
Rear Suspension GRS
Front Tyre 2.75 x 18-42 P
Rear Tyre 80 100 x 18- 47 P
Wheel Type Alloy
Color Alpine Green

Hero Xtreme 150
Engine
Type Air cooled, 4-storke single cyclinder OHC
Displacement 149.2cc
Max. Power 10.6KW (14.4Ps) @ 8500rpm
Max. Torque 12.80Nm (6500rpm
Carburettor constant Vacuum type with CCVI
(Carburetor Controlled Variable Ignition)
Starting Self Star / Kick Start
Ignition AMI –Advanced Microprocessor Ignition
System
Dimensions
Length 2060mm
Width 765mm
Height 1145
Wheelbase 1325mm
Fuel Tank Capacity 12.1 Liter (Min)
Reserve 1.5liter (usable Reserve)
Weight 145kg

Pleasure
Engine
Type air-cooled, 4-stroke single cylinder OHC
Displacement 102cc
Max. Power 5.03 KW @ 7000rpm
Max Torque 7.85 N-m @ 5000rpm
Max. Speed 77 kmph
Compression Ratio 9.0 : 1.0
Starting Self Start
Ignition CDI
Dimensions
Length 1750mm
Width 705mm
Height 1115mm
Wheelbase 1240mm
Fuel Tank Capacity 5 Liter (min)
Kerb Weight 101Kg (Self)

Hero Ignitor
Engine
Type air cooled, 4-stroke single cylinder OHC
Max Power 8.2kW (11.11 Ps) @ 800rpm
Max. Torque 11N-m @ 500rpm
Carburetor CV type
Starting Self start / Kick Start
Ignition Digital CDI
Dimensions
Length 2010mm
Width 710mm
Height 1095mm
Wheelbase 1270mm
Fuel Tank Capacity 9.0 ltrs Minimum
Reserve 1.4 Liters (Usable)
Kerb Weight 129 kg

Passion X Pro
Engine
Type air cooled, 4-stroke single cylinder OHC
Max. Power 6.4kW (8.7 Ps) @ 7500rpm
Max. Torque 9.36 Nm @ 5500rpm
Bore x Stroke 50.0mm x 55.6 mm
Carburetor side Draft variable venture (Piston)
Stating Kick Start / Electric Start
Ignition full Transistorized Ignition System
Dimensions
Length 2005
Width 765
Height 1115
Saddle height 785mm
Wheelbase 1265mm
Fuel Tank Capacity 9.5 litre (Min)
Reserve 2.1 Liter (Usable reserve)
Kerb Weight 113 (Spoke Kick), 114 Kg (Spoke Self),
115Kg (Cast Kick), 116Kg (Cast Self)

HF Delux ECO
Engine
Type Air coiled, 4-stroke single cylinder OHC
Displacement 97.2cc
Max. Power 6.15KW (8.36Ps) @ 800rpm
Max. Torque 0.82Kg-m (8.05 N-m) @ 5000rpm
Compression Ratio 9.9 : 1
Dimensions
Length 1965mm
Width 720mm
Height 1045mm
Saddle Height 805mm
Wheelbase 1235mm
Fuel Tank Capacity 10.5 Ltrs
Reserve 1.8 Ltrs
Kerb Weight 112Kg (Self)

Maestro
Engine
Type air cooled, 4-stroke single cylinder OHC, Self Start
Displacement 109cc
Max Power 60.kW (8.2 Ps) @ 7500rpm
Max Torque 9.10 N m @ 5500rpm
Ignition CDI System
Dimensions
Wheelbase 1240mm
Fuel Tank Capacity 5.3 Liter (Min)
Kerb Weight 110Kg

Competitors
Competitor Analysis in marketing and strategic management is an assessment of
strengths and weakness of current and potential competitors. This analysis provides both
an offensive and defensive strategic context to identity opportunities and threats.
The major competitors of Hero Motocorp are-
 Bajaj
 Yamha
 TVS
Awards & Recognitions
 Two-Wheeler Manufacturer of the year award by bike India Magazine adjudged

the “Bike Manufacturere of the Year” at the Economic Times Zig Wheels Car and
Bike Awards.
 CNBC Awaaz-Story board special commendation for “Effective rebranding of a
new corporate entity” by CNBC Awaaz Consumer Awards
 “Most Recommended Two-Wheeler Brand of the Year” award by CNBC Awaaz
Consumer Awards.
 Colloquy Loyalty Awards “Innovation in Loyalty Marketing International 2011”
for Hero Good Life
 “best Activity Generating short o Long-Term Brand Loyalty” by the promotion
Marketing Award of Asia order of merit for Hero Good Life
 Ranked No1 brand in the HERO (Two-Wheelers) category in te Brand Equity
“Most Trusted Brand” 2011 serve

Milestone of Hero MotoCorp

 1956 – Formation of Hero Cycles in Ludhiana (Majestic HERO limited)
 1975 – Hero Cycles becomes largest bicycle manufacturer in India
 1983 – Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan Signed
shareholders Agreement signed
 1984 – Hero Honda Motors Ltd incorporated
 1985 – Hero Honda motorcycle CD 100 launched
 1989 – Hero Honda motorcycle sleek launched
 1991 Hero Honda motorcycle splendor launched
 1994 – Hero Honda motorcycle splendor launched
 1997 – Hero Honda motorcycle street launched
 1999 – Hero Honda motorcycle CBZ launched
 2001 – Hero Honda motorcycle passion and Hero Honda Joy launched
 2002 – Hero Honda motorcycle Dawn and Hero Honda motorcycle Ambition
Launched
 2003 – Hero Honda motorcycle CD Dawn, hero Honda motorcycle splendor plus
Hero Honda motorcycle passion plus and Hero Honda motorcycle Karizma
Launched
 2004 – Hero Honda motorcycle Ambition 135 and Hero Honda Motorcycle CBZ*
launched
 2005 – Hero Motocorp Super Splendor, Hero Honda Motorcycle CD Delux, Hero
Honda Motor cycle Glamour, Hero Honda Motorcycle Achiever and Hero Honda
Scooter Pleasure
 2007- New models of hero Honda motorcycle splendor NXG new models of hero
Honda motorcycle passion plus hero Honda motorcycle hunk lunched.
 2008 – New models of hero Honda motorcycles pleasure CBZ extreme glamour fi
and hero Honda motorcycles passion pro lunched.
 2009 new models of hero Honda motorcycles karizma : karizma –ZMR and
limited edition of hero Honda motorcycle hunk launched
 2010 – New models of hero Honda motorcycle splendor pro and new hero Honda
motorcycle hunk and new hero Honda motorcycle super splendor launched.
 2011- New models of hero Honda Motorcycle Glamour if CBZ extreme Karizma
lunched new licensing arrangement signed between hero and Honda in august

Hero and Honda parted company thus forming Hero Motocorp and Honda moving
out of the hero Honda joint venture in November hero lunched its first ever off
road bike named hero “ impulse”.
 2012- New models of hero Motocarp masculine scooter and Ignitor the young
generation bike are launched.
 2013 – hero MotoCorp unveiled line-up of 15 updated products including
karizma R, ZMR, Xtreme pleasure splendor, Passion Pro Splendor Ismart, HF
deluxe ECO, Hero Motocorp Super splendor , passion pro and Xpro, glamour and
Glamour etc integrated braking system (IBS) in new pleasure and I3s (idle stop
and start system ) in new splendor is mart.
Purpose:
To understand the satisfaction level of the customer regarding the service
provided by panchalingeshwara motors to understand what are the customer requirement
and improvement required by them in service.
Importance of study:
Introduction to customer satisfaction
Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyer expectation in general satisfaction are a person’s feeling of pleasure
or disappointment resulting from matches the expectation the customer is dissatisfied if
the performance math’s the expectation customer is satisfied if the performance
expectation the customer is highly satisfied.
Customer satisfaction cannot be very difficult after all you either satisfied with the
services you receive or you are not if you don’t you are not if it is that easy, than
obtaining people’s opinion about how satisfied they are with relatively straight forward
benefit it is often perceived by customer as important as the primary product or service
your organization offers it looks at what is involved from 3 angles the first is from the
view of l an organization wishing to understand and measures, how satisfied its customer
are with the products and services they receive from it the second is from the perspective
of a research agency that has been asked to obtain feedback from customers and their
experiences when dealing with companies finally it considers the issue from the
perspective of consumers who participate in surveys including both business customers
and members of general public.

INDUSTRY & COMPANY PROFILE
INDUSTRY PROFILE
Hero MotoCorp lid (formerly hero Honda motors ltd) is the world’s largest
manufacturer of two- wheelers based in India in 2001 the company achieved the coveted
position of being the largest two-wheeler manufacturing in India and also the world No 1
two wheeler company in terms of unit volume sales in a calendar year hero Motocorp Ltd
continues this position till date.
Vision
The story began with a simple vision- the vision of a mobile and an empowered
India, powered by its bikes hero MotoCorp ltd Company’s new identity reflects its
commitment towards providing world class mobility solutions with renewed focus on
expanding company’s footprint in the global arena.
MISSION
Hero MotoCorp mission is to become a global enterprise fulfilling its customer’s
needs and aspirations for mobility setting benchmarks in technology styling and quality
so that it converts its customers into its brand advocates the company will provide an
engaging environment for its people to perform to their true potential it will continue its
focus on value creation and enduring relationships with its partners.
Strategy
Hero MotoCorp key strategies are to build a robust portfolio across categories
explore growth opportunities globally continuously improve its operational efficiency:
aggressively expand its reach to customers continue to invest in brand building activities
and ensure customer and shareholder delight.

MANUFACTURING
Hero Honda bikes are manufactured across three globally benchmarked
manufacturing facilities two of these are based at gorgon and Dharuhera which are
located in the state of Haryana in northern India the third and latest manufactured plants
is based at hardware hill state of Uttarakhand.
TECHNOLOGY
In the 1980’s the company pioneered the introduction of fuel – efficient,
environment friendly four – stroke motorcycles in the country it become the first
company to launch the fuel injection (fi) technology in Indian motorcycles with the
launch of the glamour fi in June 2006 its leanness and productivity,
Hero MotoCorp in its endeavor to remain technology pioneer will continue to innovate
and develop cutting edge products and processes.
PRODUCTS
Hero Honda’s products range includes variety of motorcycles that have set the
industry standards across all the market segments the company also started manufacturing
scooter in 2005 hero Honda offers large no of products and caters to wide variety of
requirements across all the segments.
DISTRIBUTION
The company’s growth in the two wheeler market in India is the result of an
intrinsic ability to increase reach in new geographies and growth markets hero motocorp
extensive sales and service network now spans over to 5000 customer touch points these
comprise a mix of authorized dealerships service & spare parts outlets and.
Dealer-appointed outlets across the country.
BRAND
The new hero is rising and is poised to shin on the global arena company’s new
identity hero MotoCorp ltd is truly reflective of its vision to strengthen focus on mobility
and tech neology and creating global footprint building and promoting new brand identify
will be central to all its initiatives utilizing every opportunity and leveraging its strong
presence across sports, entertainment and ground – level activation.

LITERATURE REVIEW
Author : Anderson, s.
Years : 2006
Article : The impact of service operations failures on
Customer Satisfaction:
Website : www.isrojournals.org
Customer Satisfaction is the key to success getting our customers to tell you
what’s good about your product or services and where you need improvement it helps you
to ensure that your businesses measure up to their expectations the attached file contains a
customer Satisfaction survey from designed to make it easy for customer to fill out and to
fill and to make it easy for to quickly for distributing the form ensuring that customer will
return the and following up on comments.
Customer’s Satisfaction Defined

The reason for business firm to come into being is the existence of customer who
has unfilled needs and wants. Customer satisfaction has been conceptualized in several
ways it consists of expectations of consumption.
Customer Satisfaction is result of confirmation of expectation hero has been

focusing on the improvement and excellence in the processes which it uses to satisfy there
to accomplish this it has focused on improving customer – orientation and value chain
integration thus meeting the expectation of the customer.
Components of Customer Satisfaction/ Dissatisfaction

PURCHASE PROCESS:
It refers to the actions of the customer in buying the product. Could he find
product easily? Did he have to travel for to buy? Whether proper quantities were
available? Was sufficient information available?
Obviously, for a manufacture that exercises strong control over his distribution
channel any measurement of consumer’s Satisfaction should this component hero has
measurement of consumer’s Satisfaction should include this components hero has always
been focusing on network expansion.

DICISION
It refers to the extent to which the customer thinks about correctness of his
decision with regard to Satisfaction apart from the product of the process the customer
might have regret about one component with would affect other components consumers
to action they must gin their attention.
RESEARCH OBJECTIVES:
 To know the customer level of awareness of hero two-wheelers.
 To know the various factors which influence customers in purchasing two-
wheelers?
 To know the customer level of satisfaction of hero two – wheelers with respect to
hero MotoCorp
 To understand two wheeler sector in India.
LIMITATIONS:
 No single work and exception to the limitations every work has got its own
limitations so due to time constraint my study is confined only to Renebennur city.
 The data was gathered through a limited number of 100 respondents only.
 The interpretations of the study are based on the assumption that respondents have
given correct information.

RESEARCH METHODOLOGY
Introduction
Research methodology is the systematic approach to the given problem in other
words it is the way in which if we go for collection of data therefore the better way of
collecting data is very important than the collected because ultimately the data collected
is depended upon how we approach towards the data.
Nature of study
 Customer Satisfaction is that area of marketing research which focuses on
customers perceptions with their shopping or purchase experience.
 Many firms are interested in understanding what their customers thought about
their shopping or purchase experience because finding new customers is generally
more costly and difficult than servicing existing or repeat customers.
Statement of the problem

 The consumer’s response to the bike and there quired improvement area the study
would help to understand the consumer Satisfaction to their expectation.
Study Area
 The study area selected for selected for survey in Panchalingeshwar Motors in
Ranebennur City.

DATA COLLECTION METHOD:

Data Will Be Collected Through Simple Close Ended Questionnaire.
PRIMARY DATA:
Primary data has been gathered by a survey through a structured questionnaire.
The data has been collected from 100 customers, through questionnaires by using simple
random sampling in addition interaction with staff of hero monocarp ltd has given some
information.
SECONDARY DATA:
Secondary data obtained from annual reports, brochures manuals websites,
magazines newspapers etc.
SAMPLING DESIGN:
Convenience sampling is used for this study convenience sampling is used in
exploratory research is interested in getting an inexpensive approximation of the truth as
the name implies the sample is selected because they are convenient this non probability
method is often used during preliminary research efforts to get a gross estimate of the
results without incurring the cost or time required to select random sample.
SAMPLING METHOD:
 The research include meeting with customer and also includes preparation of the
questionnaire answered by the people.
 Data analysis
 The data collection is processed and simplified in the from of simple Satisfaction
tables and graphs graphs are used to interpret the data the data is show
systematically arranged so that no misinterpretation takes place and crrors can be
minimized.

Table 1
Which type of Hero Moto0rcycle do you own?
Motor Cycle Respondents
Splendor 25
Passion 31
Pleasure 32
Others 12
Total 100
Graph 1
50
45
40
35
30
25
45
20
15 30
10 20
5
5
0
Excellent good average poor
Interpretation:
From the above graph it is evident that out of 100 samples 32 customers who buy
pleasure and 31 customers who buy passion because most of the working people prefer
millage by seeing this result we interpret that hero motors is preferred because of its looks
and millage.

Table 2
From which source do you find the advertisement about hero motors?
Source Respondents
Television 33
Newspapers 43
Radio 7
Holdings 17
Total 100
Graph 2
Advertisment about Hero

50
45
40
35
30
25
45
20
20
15 30
10
5
5
0
Interpretation:
From the above graph it is evident that out of 100 samples 43 customers found source
by newspapers and 33 customers by television these two are more effective source of
advertisement.

Table 3
Who influenced you to Purchase on Hero Motor Bike?
Influenced Respondents
Friends 29
Family 43
Sales Men 15
Others 7
Total 100
Graph 3
45
40
35
30
25 45
20
30
15
20 5
10
5
0
Interpretation:
From the above graph it is evident that out 100 customers 49 customers purchased
influenced by family and 29 customers by friends and only 7 customers are influenced by
neighbors etc.

Table 4
Which power (cc) of hero motor cycle do you prefer?
POWER RESPONDENTS
100cc 33
125cc 23
150cc 25
200cc 19
Total 100
Graph 4
45
40
35
30
25 45
20
30
15
20
10
5 5
0
Interpretation:
Form the above graph it is evident that of 100 samples 33 customers prefer 100cc
bikes because of its mileage and 150cc preferred 25 customers.

Table 5
Which Hero Motor Cycle Colour do you prefer?
Colour Respondents
Red 26
Black 50
Blue 16
Others 8
Total 100
Graph 5
45
40
35
30
25 45
20
30
15
20
10 5
5
0
Interpretation:
From the above graph it is evident that out of 100 samples 50 customers preferred
black colour because of its look and more shining and 26 customer prefer red colour.

Table 6
Are you satisfied with the delivery time of your motor cycle?
SATISFIED RESPONDENTS
YES 78
NO 22
Total 100
Graph 6
Delivery time Satisfaction

50
45
40
35
30
Axis Title 25 45
20
15
10
5
0
Excellent good
Interpretation:
From above graph its clear that 78 of the respondents are satisfied with delivery
time motor’s the company may provide service of delivery as per customer convenience
and 22 customers are dissatisfied because of late delivery time.

Table 7
What is your opinion about the reliability of the hero motor cycle?
Reliability Respondents
Excellent 21
Good 53
Average 21
Poor 5
Total 100
Graph 7
50
45
40
35
30
25
45
20
15 30
10 20
5
5
0
Interpretation:
Its observed that the customers of hero motors 53 respondents rated good where as
21 respondents rated average and same excellent and 5 respondents rated poor reliability
of the hero motor cycle.

Table 8
What is level of satisfaction with hero motor services?
Satisfaction Level Respondents

24
Excellent
Good 54
Average 19
Poor 3
Total 100
Graph 8
50
45
40
35
30
25
45
20
15 30
10 20
5
5
0
Interpretation:
It’s observed that the customers of hero motors 54 respondents rated good where
24 respondents rated excellent and 3 respondents rated for reliability of the hero motor
cycle.

Table 9
What is the reason for your preference of hero motor cycle?
Preference Respondents
Price 21
Quality 53
fuel efficiency 20
others 6
Total 100
Graph 9
45
40
35
30
25 45
20
30
15
20
10
5 5
0
Interpretation:
From the above graph it is found that 53 customer are purchased bike by
preferring quality and 21 customer purchased the bike by preferring price. And remaining
2 customer are influenced by fuel efficiency lastly 6 customer motivated to purchase the
bike through looks smooth on road etc the majority of the people bought hero motors
revealed they purchase the bike influenced by the quality.
Table 10
Suggest how hero showroom /service centre can improve on customer services?

Improvement Respondents
Service In Time 43
Well Trained Mechanics 45
Less Labour Cost 12
Total 100
Graph 10
Improve on Customer Service

Excellent good average
21%
32%
47%
Interpretation:
Form the above graph it is found that out of 100 respondents majority of the
customer states that should improve in delivery time and will trained mechanics as most
of the customers states showroom should improve in service in time and well trained
mechanics.

Table 11
What problem did you face at the time of servicing your hero motor cycle?
Problems Respondents
High Cost Of Spare Parts 25
Low Quality of Spare Parts 5
Delay In Service 41
No Problems 29
Total 100
Graph 11
Time of Servicing
5%
20% 30%
45%
Interpretation:
From the above graph it is found that out of 100 respondents 41 faces problems in
delivery time and 29 customers don’t have problems and 25 customers states they faced
problem in high cost of spare and remaining 5 customer faces in low quality of spare
parts.

Table 12
Will you Recommend Hero Motors to Others?
Recommend Respondents
Yes 74
No 26
Total 100
Graph 12
Recomond to other Motor

Excellent good
40%
60%
Interpretation:
It is observed that the customers of hero motors 74 respondents recommends hero
motors to others where as 26 denies hero customers will recommend to others because of
look quality reliability and fuel efficiency.

Table 13
Are you satisfied with the overall service of hero?
Satisfied Respondents
Yes 94
No 6
Total 100
Graph 13
Overall service of Hero

Excellent good
40%
60%
Interpretation:
From the above graph it is found that out of 100 respondent’s majority of the
customer are very much satisfied.

Table 14
What is your opinion about mileage?
Excellent 30
Good 45
Average 20
Poor 5
Total 100
Graph 14
50
45
40
35
30
25
45
20
15 30
10 20
5
5
0
Interpretation:
It is observed that the customers of hero motors 45 respondents rated good where
as 30 respondents rated excellent and respondents rated poor for mileage of the hero
motor cycle.

FINDINGS
 Ability to understand customer’s needs and wants maintenance cost is low

 Passion and pleasure are the two models that hero motocarp.
 Selling a big number
 Red and black color bike with 100cc to 150cc is fast moving
 The service provide by hero monocarp is satisfied by more than 90% of
customers
 Brand name of hero is still good in market after split with Honda
 Quality price brand image fuel efficiency is getting equal importance in
satisfaction
 Maximum of the customer likes to recommend hero two wheeler to their
friends its shows they are with the bike.

SUGGESTION
 It is very hard to hold the pulse of a customer in the market customer’s
satisfaction is different people at different people at different situations:
 Hero MotoCarp ltd should try to give more advertisements in newspaper bill
boards in the area to enable easy recall of the people for hero motocarp ltd
 Hero motors can also increase models attracting the India youth.
 Panchalingeshwar mo motors should also ensure that the bikes given for servicing
delivered it time.

CONCLUSION
Customer satisfaction is a marketing tool and definite value added value added
benefit it is often perceived by customers by customers as important as the primary
product or service your organization offers.
For making a better relationship with customer they always use genuine parts in
their product and after selling they have the services and maintenance their constant
endeavor is to support the company’s mandate of providing highest level of customer
satisfaction by taking good care of customer’s two – wheeler service maintenance through
their vast network of more than 2100 committed dealers and service outlets spread across
the country.
Apart from that hero monocarp ltd focused on cleanliness and other aesthetics of
the service stations and add such internet surfing coffee shops its to enhance the in house
experience of the customers at those customer touch point to ensure the in house of
customers in the rural area are not left waiting for waiting for adequate service as it is
impossible for the company to introduce service station at every nook and corner of the
country mobile service service stations are regularly station are regularly arranged with
prior intimation to public about the rout that the mobile workshop would take when
passing through that region so that customer can come and get their two wheelers
serviced all these activities are aimed to increase the customer loyalty and thus retaining
customers.
 Most of the respondents are satisfied with the services of at panchalingesshwar

motors.
 Less labour charge and service and in time service in time service in time and
increase in number of service station they are three major parameters in demand.
 The sale of pleasure and are high as compared other vehicles.
 Most of the respondents feel good about hero motors.

BIBLIOGRAPHY
Books & Magazines
PRIMARY DATA
Primary data has been gathered by a survey through a structured questionnaire the
data has been collected from 100 customers through questionnaires by using simple
random sampling in addition interaction with the staff of hero MotoCarp ltd has also
given same Information.
Web based : www.heromotorcorp.com

www.bikeindia.com
www.google.com

QUESTIONNOIRE
Dear Sir/Madam,
I am pleased to introduce myself as BBA student I am doing my project at
Panchalingeshwara Motors, Ranebennur who are authorized dealer for HERO The
purpose of the study is to know “A STUDY ON LEVEL OF CUSTOMERS
SATISFACTIONS TOWARDS HERO MOTOCORP”
I Request You Kindly Spare Your Valuable Time for Completing This
Questionnaire,
1) Which type of hero motorcycle do you own?
a) Splendor
b) Passion
c) Pleasure
d) Others
2) From which source do you find the advertisement about hero motors?
a) Television
b) Newspapers
c) Radio
d) Holdings
3) Who influenced you to purchase on hero motor bike?

a) Friends
b) Family
c) Sales men
d) Others
4) Which power (CC) of hero cycle do you prefer?

a) 100cc
b) 125cc
c) 150cc
d) 200cc

5) Which hero motor cycle color do you prefer?

a) Red
b) Black
c) Blue
d) Other
6) What is your opinion about mileage?

a) Excellent
b) Good
c) Average
d) Poor
7) Are you satisfied with the delivery time of your motor cycle?
a) Yes
b) No
8) What is your opinion about the reliability if the hero motor cycle?
a) Excellent
b) Good
c) Average
d) Poor
9) What is your level of satisfaction with hero motor services?

a) Excellent
b) Good
c) Average
d) Poor

10) What is the reason for your preference of hero motor cycle?
a) Price
b) Quality
c) Fuel efficiency
d) Others
11) Suggest how hero showroom/ service centre can improve on customer services?
a) Service in time
b) Well trained mechanics
c) Less labour cost
d) Relationship with customers
12) What problem did you face at the time of servicing your hero motor cycle?
a) High cost of spare parts
b) Delay in service
c) Low quality of spare parts
d) No problems
13) Will you recommend hero motors to others?

a) Yes
b) No
14) Are you satisfied with the overall service of hero?

a) Yes
b) No
NAME :_______________________________
CELL NO :________________________________

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Customer Satisfaction Towards Hero Motocorp, A Case Study of Ranebennur

Title of the study is on level of customer satisfaction towards Hero MotoCorp”. At

The studies are selected for survey in Panchalingeshwara Motors in Ranebennur

Government First Grade College, Ranebennur-581115Page 1

Most of the respondents’ are satisfied with the services of at Panchalingeshwar

Government First Grade College, Ranebennur-581115Page 2

Type Public Company

Government First Grade College, Ranebennur-581115Page 3

Founder Direct and chairman : Dr. Brinjmohan Lall Munjal

Managing Director and CEO : Mr. Pawan Munjal

Name of the person Nature of the office

Mr. Sunil Kant Mujal Non Executive Directors

Mr. Sunil Kant Mujal Director

Mr. Paul Edgerley Non Executive Director

Mr. Pradeep Dinodia Director

Gen. (Retd.) V.P> Malik Director

Mr. Analjit Singh Director

Dr. Pritam Singh Director

Mr. Damodaran Director

Mr. Ravinath Director

Dr. Anand C Burman Director

Government First Grade College, Ranebennur-581115Page 4

TERMINATION OF HONDA JOINT VENTURE

Government First Grade College, Ranebennur-581115Page 5

Accounts Sales Department- Spare Department-2 Servicing

Sales Executive Work Manager-1

Government First Grade College, Ranebennur-581115Page 6

Factors to Be Considered Before Starting a Showroom as Per Corporate Identity.

Type of Company Hero Motocorp Showroom

Surrounding Area: Panchalingeshwar Motors is Situated in P. B Rode Ranebennur.

Government First Grade College, Ranebennur-581115Page 7

Department of the showroom

Panchalingeshwar motors make the purchase of vehicle from Prakash Branch

Government First Grade College, Ranebennur-581115Page 8

100cc : Bike Category

125cc : Bike category

150cc: Bike category

Government First Grade College, Ranebennur-581115Page 9

Bike Type Standard

Government First Grade College, Ranebennur-581115Page 10

Government First Grade College, Ranebennur-581115Page 11

Government First Grade College, Ranebennur-581115Page 12

Government First Grade College, Ranebennur-581115Page 13

Max Power 14.32 kW (19.2BHP) @ 7500rpm

Max Torque 19.5 N-m @ 6000rpm

Max Speed 126 kmph

Government First Grade College, Ranebennur-581115Page 14

Government First Grade College, Ranebennur-581115Page 15

Hero Xtreme 150

Government First Grade College, Ranebennur-581115Page 16

Government First Grade College, Ranebennur-581115Page 17

Government First Grade College, Ranebennur-581115Page 18

Government First Grade College, Ranebennur-581115Page 19

Government First Grade College, Ranebennur-581115Page 20

Government First Grade College, Ranebennur-581115Page 21

Awards & Recognitions

 Two-Wheeler Manufacturer of the year award by bike India Magazine adjudged

Government First Grade College, Ranebennur-581115Page 22