Project One

A STUDY ON CUSTOMER STATISFACTION TOWARDS AFTER SALE SERVICES
OF ROYAL ENFIELD ACCLAIM MOTORS, YELHANKA BANGALORE”

Dissertation Submitted In Partial Fulfillment Of The Requirement For The Award For The
Degree Of
MASTERS OF BUSINESS ADMINISTRATION
Of
BENGALURU CENTRAL UNIVERSITY
By
MR. SANJAY KUMAR R
MB182064
Under the guidance of
Dr. Mahammad Rafee
Associate Professor
BRINDAVAN COLLEGE
CENTRE FOR MANAGEMENT STUDIES

BRINDAVAN COLLEGE
(Bengaluru central university)
2019-2020
ABSTRACT:
The objective of this report is to carry out a detailed study on understanding “A
STUDY ON CUSTOMER STATISFACTION TOWARDS AFTER SALE SERVICES OF
ROYAL ENFIELD ACCLAIM MOTORS, YELHANKA BANGALORE” This report
provides the findings based on the discussions with the key personnel of ROYAL ENFIELD
The study was conducted for a period of 8 weeks. The project was undertakes about “A
STUDY ON CUSTOMER STATISFACTION TOWARDS AFTER SALE SERVICES OF
ROYAL ENFIELD ACCLAIM MOTORS, YELHANKA BANGALORE” help to identify
how customer attitude on service helped to improve the transfer of learning.
The methodology used for conducting the study was basically on the descriptive research
taking a sample size of 100 customers. The primary data was collected through well-
structured questionnaire. Secondary data were collected from book, journal, and websites.
Key Words: Organizational culture, Value, Rhythm, Customer satisfaction.

TABLE OF CONTENT
Chapter Title Page No.
No.
CHAPTER-1 INRODUCTION 1
1.1 Industry profile 1
1.2 Theoretical background of the study: 6
1.3 Importance of the topic 13
1.4 Need of the topic 14
CHAPTER-2 REVIEW OF LITERATURE AND RESEARCH 15

DESIGN
2.1 literature Review 15
2.2 Statement of the problem 21
2.3 Objective of the study 22
2.4 Scope of the study 22
2.5 Sampling 22
2.6 Data analysis 23
2.7 Tools for data collection 23
2.8 Limitation of the study 23
CHAPTER-3 PROFILE OF SELECTED ORGANIZATION AND 24
RESPONDENTS
CHAPTER-4 DATA ANALYSIS AND INTERPRETATION 37
CHAPTER-5 SUMMARY OF FINDINGS, CONCLUSION AND 57
SUGGESTIONS
5.1 Summary of findings 57
5.2 suggestions in the organization 58
5.3 Conclusion 60
BIBLIGRAPHY
ANNEXURE
APPENDIX 1&2 (Progress Reports)

LIST OF TABLES
Table Number Description Page Number
1.1 Details of motor cycle 3
3.1 Company profile 24
3.2 Nature of business 26
3.3 Royal Enfield bikes in Acclaim motors 27
3.5 List of Royal Enfield bikes in Acclaim motors 28
3.7 List of Royal Enfield bikes in Acclaim motors 31
3.8 Financial analysis of Royal Enfield bikes in 33
Acclaim motors
3.9 Acclaim motors private limited 35
4.1 Correlation 44
4.2 Correlation 46
4.3 Correlation 48
4.4 Crosstab 49
4.4.1 Chi-square tests 49
4.5 Crosstab 51
4.5.2 Symmetric measure 52
4.6 Crosstab 52

4.7 Crosstab 54
4.8 Crosstab 55

List of charts & figures
Table Number Description Page Number
1.1 The historical background 1
1.2 Motor liberalization 2
3.1 Thunderbird 29
3.2 Bulletlectra 29
4.1 Age 37
4.2 Model of Royal Enfield 38
4.3 Which model you own 39
4.4 Own vehicles 40
4.5 Vehicle service 40
4.6 Recommendation for Royal Enfield Acclaim 41
Motors
4.7 Perception of Royal Enfield 41
4.8 Satisfaction level of Royal Enfield company 42
4.9 Satisfaction level of Royal Enfield bullet 42
4.10 Royal Enfield brand 43
4.11 Suggestions to reduce fuel 43

CHAPTER 1
INTRODUCTION
1.1 INDUSTRY PROFILE
3 Automobile Industries in India
 The Historical Background

Figure1.1
1
 Motor Liberalization
Figure-1.2
INDUSTRIAL BACKGROUND:
 Market Size
Motorcycles are back in action, taking away a number of the limelight that scooters had
been hogging for several years. Scooters, after having grown at a quicker tempo to bikes for 8
consecutive years, are lagging at the back of in boom. Data for the first five months of 2018
calendar yr shows motorcycle income have grown at over 22 per cent compared to a boom of
approximately 15 in keeping with cent in scooters.
This may be the 1/3 consecutive year of a regular monsoon and despite the fact that there has
been surplus and rate strain in positive farm merchandise the income increase in bikes or even
tractors point to an intact call for from rural markets. Half of the domestic motorbike sale is
expected to return from rural buyers and Hero has a 51 in line with cent share of the overall
motorcycle market.
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Table-1.1
 Sales details of Motor Cycles in India

Calendar Year Per cent growth in motorcycle sales Per cent growth in scooter sales
2009 17.78 16.41
2010 27.11 27.11
2011 14.71 14.71
2012 2.09 2.09
2013 1.41 1.41
2014 6.05 6.05
2015 -3.42 -3.42
2016 6.48 6.48
2017 6.44 6.44
2018 (Jan-May) 22.44 22.44
BACKGROUND ON THE MOTORCYCLE INDUSTRY (EVOLUTION OF MOTORCYCLE
The First Motorcycle
We are going to start via looking at the first bikes. They didn’t work very well and they were
now not very rapid however moved with being drawn by a horse or being pedaled.
When you have a look at a motorbike today, have you ever idea what the old motorcycles had
been like? Were they easy to ride? How rapid did they go? Were they comfortable?
To answer these types of questions, we've got got to head pretty a long way returned say
approximately 100 years. The world was very one of a kind in those days and there have to have
been a feeling of extraordinary excitement. There become a exceptional hobby in technological
know-how and engineering and almost every week, some incredible new invention appeared.
First there were gaslights and then electricity and new healing procedures for many styles of
ailments were always being announced this was length when human beings started thinking
about a way to travel quick and safely
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Before motors and bikes, the quickest mode of visiting became steam trains. And if there has
been a close to where you wanted to move then the next best aspect changed into a stagecoach
or paddle streamer. No one, besides the very rich, should get from their own residence to where
they have been going very quickly.
Then in 1885, a German known as Gottlieb Daimler made a small engine, which ran on a
kind of petrol. It wasn’t a excellent engine but it simply worked. Daimler equipped the engine to
a cycle kind frame, which precisely had one wheel at the front and two wheels on the rear.
In the following year, some other German, Wilhelm Maybach rode the Daimler bike for a few
meters- something which every person notion changed into very brave. At last, a manner of
moving humans immediately from one area to any other were invented.Not every person
thought that this become a great idea. In England there has been a law, which stated that no
vehicle powered by using an engine ought to go quicker than 4mph which is about as fast a s
you walk. Many of the humans were afraid and advised that the bike should be banned. But in
1896 an act became passed that motorcycles can travel 12mph speed-, which is taken into
consideration to be a fantastic speed.
At the equal time, a French engineer known as De Dion made the first real good engine
for motorbike and soon anybody turned into having a strive at making entire machine. And this
changed into the turning point wherein bike started out getting its actual look many ideas poured
in and had been given shapes also.
The British Bikes

Today we won’t see many British motorcycles on the road but most of the older bikes
had been make in Great Britain, which had its name and fame. Now we see only a few of British
Bikes. What went wrong?
In 1900, motorcycles had been no longer very good. They had been tough to start, they
had poor brakes and did no longer have much electricity but every person concept they have
been marvelous. For the first time, man or woman may want to have his very own individual
way of having about. He had private transport, which he could use the moment he desired to.
Above all else, these first motorcyclists felt the experience of freedom, which a motorbike gave
them.
The motorcycle producers felt the same excitement. New designs appeared almost each
day. Some were exceptional and others silly however every manufacturing unit learnt from
others and motorcycles got better and higher in just a few years. Then the First World War got
here in
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1914, and the whole global changed. Bikes made in this first period, from 1885 until the give up
of 1914 are called veterans and the riders who're reliving how the primary motorcyclists rode
are still using many today.
The motorcycle manufacturers felt the identical excitement. New designs regarded almost
every day. Some were notable and others silly however every manufacturing facility learnt from
others and motorcycles got better and better in only some years. Then the First World War came
in1914, and the entire international changed. Bikes made on this first period, from 1885 till the
end of 1914 are called veterans and the riders who are reliving how the first motorcyclists rode
are still the use of many today.
When the struggle came, the bikes went with the army. The fastest manner to hold an
urgent message turned into to send through an awesome rider on a motorcycle. Here again a
motorbike had a turning point and during this era bikes got possibility to assert its stake within
the market. It changed into taken into consideration to be exceptional mode of visiting from
remote place to city and from plains to difficult terrain. Where a horse rider couldn't consider
moving, there motorcycles were able to do so. Moreover, a horse rider and horse might take
relaxation after certain c program language period of travelling, the motorcycles did no longer
require since it become a machine
One such British Bike, which virtually made its appearance inside the scenario, became
Royal Enfield and become produced in 1931 with four- valve system. The name of the
motorcycle became given in 1932 with a appropriate name of bullet, which exactly had an
excellent resemblance of the today’s bike. In other words the current bikes have come into form
shown through Royal Enfield.
In 1948, the primary 350-bullet roadster turned into introduced. Although it turned into a
new bike with many layout innovations. It changed into the first British produced, which had a
rear swing arm. It additionally had an oil filter out and alloy primary chain case.
Bikes are the most used medium of private delivery because of the reasons like easy to maintain,
easy to use, cost effective when compared other personal transport mediums like vehicle etc. So
the vital expectations of customer about a motorcycle are greater reliability, top mileage,
suitable power & pickup, lengthy durability, excessive availability of spare parts & clean to ride.
Royal Enfield is one such motorbike in which it’s treated as image of reputation and maximum
famous wheeler for the youth because of its power.
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1.2 THEORETICAL BACKGROUND OF THE STUDY
DEFINITION: -
"It is a showcasing idea that includes a client's influence, mindfulness and recognition
approximately an organization. Client discernment is commonly influenced with the aid of
publicizing, audits, on-line networking, advertising, man or woman revel in and special
channels".
"Observation is characterized as the method via which an individual chooses, types out and
interprets boosts into an crucial and lucid image of the world. It can be depicted as "how we see
our preferred surroundings". Two people might be supplied to comparable boosts under the
same glaring conditions, yet how every individual perceives, chooses, kinds out and deciphers
those jolts is a very individual process thinking about every person's own needs, features and
desires.
“A promoting concept that envelops a client’s affect and mindfulness in addition to cognizance
about an organization. Client recognition is normally influenced by using publicizing,
advertising, audits, web-based social networking, individual encounters and one-of-a-kind
channels”.
MEANING:
Purchaser recognition applies the idea of the tangible discernment to selling and publicizing.
Similarly, as tactile remark identifies with how human beings see and process tangible boosts
via their 5 detects, client discernment pertains to how people form suppositions about groups
and the inventory they provide via the buys they make. Dealers apply client commentary
hypothesis to determine how their clients see them. They additionally utilize consumer
observation speculation to create promoting and publicizing structures proposed to hold current
clients and attract new ones.
ELEMENTS OF THE PERCEPTION: -
SENSATION: -
Sensation is the short and direct response of the tactile organs to jolts. A jolt is any unit
of the contribution to any of the faculties. Case of boosts contains items, bundles, and logo
names, notices and ads. Tactile receptors are the human organs that get tangible statistics
sources. Their sensory features are to see, hear, smell, taste and touch. All these capabilities are
6
referred to as into play, both singly or in combination, inside the purchase, use, and evaluation
of purchaser products.
Sensation itself relies upon on electricity change within the environment in which the belief
occurs. A flawlessly unchanging environment, regardless of the power of the sensory enter,
provides very little sensation at all.
As sensory input decrease, however our potential to detect modifications in enter or depth
increases, to the point that we attain maximum sensitivity under conditions of minimum
stimulation.
THE ABSOLUTE THRESHOLD: -

The least stage at which a character can encounter a sensation is called the ideal facet.
The time when a man can distinguish a distinction amongst "something" and "nothing" is that
character's outright aspect for that boost.
THE DIFFERENTIAL THRESHOLD: -

The insignificant distinction that may be outstanding between similar boosts is called the
differential facet or genuinely recognizable contrast (JND).
SUBLIMINAL PERCEPTION: -
Individuals are persuaded below their stage of cognizant mindfulness. Individuals are
additionally fortified below their level of cognizant mindfulness; that is, they are able to see jolts
without being deliberately mindful that they're doing as such. Jolts which are excessively feeble
or excessively short, making it not possible, making it impossible to be intentionally determined
or heard can also via the through be sufficiently stable to be seen via as a minimum one receptor
cells. This manner is called subliminal recognition because the jolt is underneath the limit, or
"limens," of cognizant mindfulness, however absolutely not under the outright edge of the
receptors included.
DYNAMICS OF PERCEPTION: -
People are usually assaulted with jolts amid consistently and every hour of always. The
tactile international is comprised of a rather unending wide variety of discrete vibes which can
be constantly and inconspicuously evolving. As per the standards of sensation, escalated
incitement "bobs off" most humans, who subliminally hinder an amazing barrage of boosts.
One kind of data is bodily jolts from the outdoor the earth; the other type of records is given by
humans themselves as specific inclinations considering past involvement. The mix of those
7
altogether different types of statistics resources produces for each one among us a really private,
extremely character image of the international. Since each character is an awesome individual,
with certainly one of a kind encounters, wishes, wishes and wants, and desires, it takes after that
every character's discernments are likewise remarkable.
PERCEPTION SELECTION: -
Shoppers intuitively practice numerous selectivity as to which parts of nature they see.
An person can also take a gander at a few things, brush aside others, and get far from
nonetheless others. In really, individuals get just a little a part of the boosts to which they
uncovered. Which boosts get chose is predicated upon important considerations however the
idea of the jolt itself. (1) Customers enjoy as it impacts their desires. Also, (2) their notion
methods on the time. Simplicity of those additives can serve to increment or decline the
likelihood that a jolt will be.
NATURE OF STIMULUS: -
Promoting jolts consists of a colossal quantity of things that have an impact on the
shopper’s discernment, for example, nature of the item, its physical qualities, the package deal
plan, the emblem name, the notices and commercials including duplicate cases, choice and sex
of model, length of advertisement, geology, the state of affairs of print commercial a business,
and the object condition.
EXPECTATIONS: -
Individuals for the most part examine what they hope to see, and what they hope to see is
typically thinking about nature, enjoy or preconditioned set. In a promoting setting, individuals
have a tendency to see objects and that they ascribe as in step with their own precise desires.
MOTIVES: -
Individuals tend to peer the matters they want or want; the greater grounded the want the
more noteworthy the propensity to push aside random jolts in nature. As a rule, there may be
accelerated familiarity with jolts that are applicable to ones desires and interests and a
diminished attention to the boosts which are unessential to those requirements.
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SELECTIVE PERCEPTION: -
The shoppers “choice” of jolts from the earth depends at the communications of desires
and intentions with the enhance itself. These additives offer ascent to four essential ideas
regarding recognition.
SELECTIVE EXPOSURE: -
Customers are correctly seek out the messages that they locate charming or with they
may be thoughtful. What's greater, they successfully dodge difficult or debilitating ones. They
likewise particularly open themselves to notices that console them of the intelligence of their
buy choices.
SELECTIVE ATTENTION: -
Buyers practice loads of particularly as a long way as the consideration they provide for
enterprise boosts. They have an increased familiarity with jolts that address their troubles or
interests and insignificant attention to boosts unimportant to their requirements. Accordingly,
consumers are in all likelihood going to observe promotions for items that might be fulfil their
necessities and dismissal the ones wherein they have no intrigue.
PERCEPTUAL DEFENCE: -
Shoppers subliminally screen out boosts that they discover mentally undermining,
despite the fact that introduction has officially occurred. In this way, harming jolts are much less
willing to be intentionally visible than are independent boosts at a similar stage of creation.
PERCEPTUAL BLOCKING: -
Customers shield themselves from being assaulted with boosts through essentially
"turning out" blockading such jolts from cognizant mindfulness. They do as such out of self-
securing because of the outwardly overpowering nature of the arena in which we live. The
reputation of such devices as TiVo and Replay TV, which empowers watchers to skirt TV plugs
without breaking a sweat, is partially an after impact of perceptual blockading.
PERCEPTUAL ORGANIZATION: -
Individuals don't come across a numerous jolt they select from the earth as independent
and discrete sensations in preference to they generally tend to kind out them into gatherings and
spot them as introduced together wholes.
9
FIGURE AND GROUNDS: -
Individuals have inclination to type out their recognitions into determine and ground
courting. How a figure and ground layout is seen may be affected by earlier captivating or hard
courting with either element in segregation.
GROUPING: -
People have a tendency to aggregate boosts with the goal that they form a brought
collectively picture or impression. The view of boosts as gatherings or lumps of data, as
opposed to as discrete bits of data, workplaces their memory and review. Gathering can be
applied favorably via advertisers to just positive coveted implications concerning their objects.
CLOSURE: -
People have a requirement for conclusion. They specific this wants with the aid of
arranging their observations with the purpose that they shape an entire image. On the off danger
that the example of boosts to which they are uncovered is inadequate, they generally tend to peer
it, via the by, as entire that is they intentionally or subliminally sick within the lacking pieces.
PERCEPTUAL INTERPRETATION
Jolts are regularly incredibly vague. A few boosts are week due to such elements as
terrible deceivability, quick introduction, excessive clam our degree or consistent variances.
Indeed, even the boosts which can be solid tend to vacillate significantly because of such
elements as various edges of survey, fluctuating separations, and converting tiers of light.
PERCEPTUAL DISTORTION: -
People are prone to numerous influences that have a tendency to curl their observations,
for example, physical appearances, generalizations, initial introductions, creating a hasty
judgment and the corona impact.
CUSTOMER IMAGERY: -
Customers have various persisting discernments which might be in particular pertinent to
the investigation of consumer conduct. Items and brands have emblematic incentive for people,
who check them on the idea their consistency with their own pix of themselves.
10
PERCEPTUAL MAPPING: -
It encourages them to realize how their item and administration seem to the patron whilst
contrasted with the contender's item and administrations.
SERVICE QUALITY
MEANING: -
Administration excellent is the establishment for advantage advertising given that the centre
object being showcased is an execution. The execution is the item which is offered to the
customers.
Estimating management high-quality in vehicle gain vicinity is a take a look at since customer
loyalty is managed by severa immaterial components. Not at all like an item with bodily
highlights that may be equitably estimated, has advantage first-rate contained numerous mental
highlights. What's more, advantage great often reaches out beyond the quick enjoy claiming, as
due to car advantage element, it impacts the client reliability.
DEFINITION: -
"Administration is an elusive point of view which the patron can neither have, preserve nor
deliver it forward but simply may be felt".
"Administrations are deeds, methods and exhibitions".
CHARACTERISTICS OF SERVICES: -
INTANGIBILITY: - It is a flat-out term up to now as administrations are concerned, claiming

a market can't have finished elusive management ever. The administrations will have a
quintessence of substance in them. Most of the administrations are accurate combination of
massive and elusive perspective in them.
INSEPARABILITY: - It is the regular for the management where the administration can't be
remoted with the professional organization. These connection angles go to the ones staff within
the affiliation who's straightforwardly in touch with the customers.
11
VARIABILITY: - The administrations are done with the assistance of human affiliation all in
all or simply if even inside the piece of the customer, can't be institutionalized in the way that
merchandise can. A management is continuously subject to a few sorts in execution and creating
practical gauges of execution is amazingly difficult.
PERISHABILITY: - It is the administration that they can't be placed away for later deal or
utilize.
POSITIONING OF SERVICES: -
Contrasted and assembling firms, benefit advertisers confront a few one in all kind troubles in
situating and advancing their offerings. Since administrations are elusive, picture will become a
key aspect in keeping apart an management from its opposition. The promoting objective is to
steer the purchaser to comprehend the how the administration aspect is identified with the item.
SEEN PRICE: -
It is critical to recognize how the consumer sees the cost, as excessive, low or as reasonable. The
purchaser need to be made to look the cost which he's paying is reasonable. Nobody can be
happy to realize that they've paid double the cost.
REFERENCE PRICE: -
A reference cost may be outer or inward it can be any price that a purchaser makes use of as a
purpose for correlation in judging another cost.
SEEN QUALITY: -
The purchaser for the maximum part judges the character of an object or administrations with
trade traits referring to with it. Such related variables wind up critical to recognize preserving in
thoughts the end intention to fulfill the purchaser.
SEEN QUALITY OF THE PRODUCT: -

Signals that pick out with the physical characteristics of the object like shading, flavor, or smell,
estimate and so forth
SEEN QUALITY OF THE SERVICE: -

The administration is more troublesome for the patron to assess it's far elusive, variable, and
12
perishable. They are created and expended within the meantime.
PRICE QUALITY RELATIONSHIP: -

The examinations have determined that customers depend on fee as a marker of object first-rate
that shoppers credit score diverse quintiles to indistinguishable gadgets that convey exclusive
sticker price, and people customer’s attributes as age and pay impact the effect of traits.
SEEN RISK: -
The apparent threat differs depending upon the individual, the item, the condition and the
manner of life. A portion of the customers might also see excessive stage of hazard contingent
upon the utilization situation.
SORTS OF PERCEIVED RISK: -
FUNCTIONAL RISK: - It is the danger that object won't execute no longer surprisingly.
PHYSICAL RISK: - Is really the chance and others that the item may additionally posture.
FINANCIAL RISK: - the risk the item won't be justified no matter its cost.
SOCIAL RISK: - It is the danger that an object choice will wound the shopper's conscience.
TIME RISK: - Is the threat that a period spent on within the item such is probably squandered
if the item does not execute now not surprisingly.
1.3 IMPORTANCE OF THE STUDY

It’s a leading indicator of customer repurchase intentions and loyalty
It’s a point of differentiation
It reduces customer churn
It increases client lifetime value
It reduces negative word of mouth
It’s less expensive to retain customers than accumulate new ones
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1.4 NEED FOR THE STUDY:
To take a look at the dependability of administration nature of ROYAL ENFIELD ACCLAIM
MOTORS.
To understand the customer impact of management exceptional coming about due to contrasting
goals earlier with getting the management and real desire.
14
CHAPTER-2
RESEARCH DESIGN AND LITERATURE REVIEW
2.1 LITERATURE REVIEW: -
Edward L. Grubb and Gregg Hupp (1968): -

These research test a method for a measurement of self-concept and client perception in
comparable terms and, therefore, to in addition substantiate the connection of self-idea to patron
notion. The authors suggest that the owners of a selected make of automobile perceive
themselves as having self-concept like the ones of others who personal that make of automobile.
Jo Ann Duffy (1992): -

This have a look at used the SERVQUAL instrument client notion of service first-class and the
SCLES (Salesman Conte Life Satisfaction) degree to examine the linkage between provider best
and pleasure closer to vehicle centre.
Bouman (1992): -
This exploration article depicts that the building and checking out of the SERVQUAL
instrument. The result of the exam is that the instrument is efficaciously appropriate for Dutch
carport companies. Be that as it may, apparently with the five SERVQUAL measurements, the
customers inside the Dutch car advantage companies just understand 3 measurements to choose
the conveyance quality, one in every of which seems, by all accounts, to be to this example. The
three measurements
found in the exam in automobile benefit companies are consumer graciousness, significant and
confidence. Just patron graciousness contributes mainly to the deliberate management fine.
Dabholkar (1996): -
Concentrate on the car service pleasant proposed that belief of provider satisfactory is multi-
layered and incorporates of overall client’s notion of pleasant (physical attributes, reliability,
personal interaction, problem fixing and policy), and sub dimension (appearance, convenience).
The presence of those factors improves the assessment towards the service. Research indicates
that the SERVQUAL version cannot be carried out for all service research research and
modifications.
15
Sheetal B. Sachdev, Harsh V. Verma (2004): -
This take a look at is a concentrate to discover a relative to importance of a provider high-
quality across a choose carrier context. The results recommend that the all service satisfactory is
equally critical as no proper order of their significance may be established, the carrier
performance in terms of the expectancies is terrible in admire of nearly all of the select services,
and the character of provider does now not appear to have a position in establishing is an order
of importance of the provider pleasant.
A.M. Suresh (2006): -

This exploration reviews and measures purchaser discernment with little autos in Bangalore
metropolis. The exploration outstanding deals bolster, automobile configuration, purchase
bolster, cost of proprietorship and pride consists of as hidden components of client discernment.
The exploration attempts to rank little autos on those variables. The examination likewise tries
to peer if patron reputation fluctuates among customers primarily based on socio economics.
Manish Kumar Srivastava, A.K. Tiwari (2007): -

His suppose the purchaser direct for A3 component vehicles, as Honda city and Maruti Suzuki
Sx4 in a district Jaipur. Data assembled from a hundred respondents 50 each from Honda town
and Maruti Sx4. Respondents have been considered from numerous establishments like Gender,
Occupation and Income class. In like a manner customer buy of parameters is considered for
think about the Price, Safety, Comfort, power and pickup, Mileage, Max speed, Styling, after
deals advantage, Brand name, and additional components price. In perspective of above
parameters and exam made in this it revealed that, obtaining A3 phase automobile purchaser
deliver a great deal hugeness to Safety, Brand name, Seating and Driving comfort. Also, casual
presentation and classified ads in car magazines are more effective correspondence medium for
headway of autos.
Ali Araghchi (2007): -

This studies article goals at investigating and figuring out the character of the provider first-rate
assemble and it’s courting with those of client belief, Customer pride, customer revel in and
behavioural intensions. Moreover, this examine ambitions at figuring out the dimensions this is
the first-rate predictor of overall service first-class, in terms of generating final results that
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identifies dimensions concerning carrier first-rate in car showroom.
Dr V.K. Kaushik (2008): -

This exam is directed in South West Haryana which accommodates of Bhiwani and
Mahendragarh locale. The examination strive is to investigate exactly purchaser's inclination
closer to a traveler vehicle mark. Pre-purchase and post buy behavior of the customers had been
assessed and elements impacting the clients had been dictated by means of Perceptual mapping
were given from Multi-dimensional scaling. General outcomes display that in South West
Haryana area clients are extra impacted by using companions and spouse and children than
merchants and salespersons. Maruti rules the marketplace with three of its brands Maruti 800,
Alto and Wagon-R. Brand name, fuel productivity and cost had been discovered to be essential
determinants for buying automobile on this district.
S. Keshwaraz, S.M. Yazdi (2009): -

There have a look at highlights the important dimensions of provider first-class from
consumer’s perception in a car service agency. Additionally, it aimed at figuring out distinction
between expectancies and perceptions of customers from provider first-rate dimensions and
comparing difference throughout agencies.
Md. Hussain Kabir and Therese Carlsson (2010): -

Concentrate the discusses and analysis expectations and perceptions approximately service first-
rate in vehicle provider centre. The aim is to examine and research approximately the function
of carrier best for creating patron notion and to discover the gap among expectancies and
perceptions thru the customer point of view. The belief can be defined as delight or loss of
satisfaction. The survey was carried out as a case examine and was based at the quantitative
method.
Wieslaw Urban (2010): -

This paper goes for checking whether the escalation of earlier client's involvement with a
comparable professional co-op and distinct supplier’s influences gain exceptional. The
observational examination turned into led in car advantage area. Exact studies infers that clients
encounter indicated through the period of association with a specialist co-op and frequencies of
administration utilize don't impact the entire elements of management first-rate.
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Dr S. Subadra (2010): -
Lately India is seeing an adjustment in consumerism. The market is presently transcendently
purchaser driven. The attention is transferring from object primarily based promoting to require
based totally advertising. Purchaser is given numerous alternatives to choose. Traveller’s
vehicle element is no unique case to this well-known pattern. A feasible market correspondence
is primary for achieving the intended interest group. So, it is essential to contemplate the
shopper recognitions and behavior of the auto proprietors in order to supply one enter on how
selling methodologies can be functioned.
Namakkal town in Tamil Nadu State, which is within the southern piece of India, has a dynamic
and developing business region for autos. This town become selected for this investigation. Pre-
trying out changed into done by way of an Interview time table which turned into advanced and
administered to a convenient pattern of twenty-five car owners. The easy random sampling
approach turned into adopted inside the examine to pick out the pattern respondents. As the size
of the universe changed into restricted, the study changed into carried out at the respondents
who were the owners of all of the segments of passenger automobiles. A overall of three
hundred and fifty interview schedules have been prepared and out of this, best 3 hundred and
twenty-seven interview schedules had been filled up and collected. Data had been collected thru
an interview time table concerning belief of the respondents on the usage of motors.
The following gear have been used in testing the hypotheses and in the evaluation of the
information. Descriptive statistical gear consisting of Percentage, Mean, Median and Standard
deviation have been used to describe the profiles of consumers, desired product attributes and
tiers of satisfaction. ANOVA, t-Test and F-Test were used to test the sizable differences
among the organizations of respondents in their belief and satisfaction for selected independent
variables like age, intercourse and earnings. Chi-Square take a look at has been used to check
the association among the patron demographic characteristics and desired product attributes and
pride. Multiple regression evaluation has been used to take a look at the affect of earnings and
life-style on the overall satisfaction level of the respondents.
Sudharani Ravindran and Gayathridevi (2010): -

The authors in their article studied the consumer notion of Hyundai i10 in Coimbatore town.
The research is descriptive in nature. The pattern layout followed for the have a look at changed
into the easy random sampling. The pattern size changed into a hundred which included best
owner of Hyundai i10 automobiles in Coimbatore city. The purchaser ‘s expectancies over a
Hyundai i10 had been diagnosed and it became observed to be based totally on certain elements.
18
The most encouraged factor to shop for Hyundai i10 vehicle became also located out (Design
and Style). The attributes like suspension and dealing with were recognized to be beneath par
for a Hyundai i10.
Dr P. Natarajan and U. Thiripurasundari (2010): -

Their article Brand Preference on B-Segment Maruti Cars emphasized that sturdy manufacturers
first-class increased trust in intangible products enabling customers to higher visualise and
understand them. The Brand Preference closer to Maruti B Segment cars turned into studied by
using administering a dependent interview agenda to 100 and fifty customers in Pondicherry
metropolis. Maruti have to take the initiative to introduce new models according to the choice of
clients at normal intervals to be able to pave the manner to be the chief in India soon. While the
purchaser receives pleasure and may improve his/her fashionable of living and excellent of life,
the marketer income from the brand enjoy that the patron receives and is able to generate a
surplus after ensuring pleasure to the customer.
Rajnish Katarne, And Satyendra Sharma (2010): -

This paper went for the estimation of modern-day management quality degree of an average
vehicle dealership in an Indian metropolis. The examination was directed utilising an agent
overview of respondents, the proprietors of one of the well-known logo vehicles. In this paper,
fulfilment or unhappiness of the consumer has been estimated utilising wellknown genuine
apparatuses, and an endeavour has been made to discover explanations behind unhappiness by
making use of the underlying driver investigation. The present execution of an administration
recognition turned into now not determined
as much as the stamp. Vital proposals were made and the management attention has begun
executing them for the change within the present administration satisfactory degree.
Prof. Pallavi B. Sangode (2011): -

This studies paper is primarily based at the findings of comparative look at of carrier great of
Maruti Suzuki and Hyundai Showrooms in Nagpur. Service pleasant is a fundamental aspect of
carrier provision, and this is particularly the case with motor vehicles, where massive profits are
generated within the servicing of vehicles. The study changed into conducted the usage of a
convenience sample of 40 respondents who have been owners of Maruti and Hyundai vehicles.
The questionnaire became a self-final touch questionnaire consisting of 26 questions.
19
Mojgan Bahrami Samani (2011): -
Vehicle Industry fulfillment is difficulty to its patron's faithfulness. Essentially, scientists have
concurred that determination is the number one difficulty for making and maintaining up
institutions with clients. The academicians and enterprise officials, in a trendy sense, considered
patron reliability a hierarchical profitable resource. This research goes for looking at which
factors affected patron's devotion in Iran's vehicle enterprise.
This paper expands a territory of showcasing setting with the aid of investigating the aspect of
customer reliability in Iranian auto enterprise. A theoretical model of consumer faithfulness in
Iran's vehicle enterprise is proposed in which nice, cost, and fulfilment, as 3 primary
forerunners, effect purchaser's unwaveringness. Quality is remoted into nature of objects, nature
of connection amongst purchasers and vender’s lastly, nature of after offers benefit.
Prasanna Mohan Raj (2011): -

Considered the additives affecting clients mark inclination of the economic system element
SUV's and MUV's. Information gathering became made via direct cooperation and purchaser
trap overview making use of survey. Unmistakable research become applied to change facts into
comprehend business enterprise and factor examination changed into utilized for ID of variables
impacting client inclination. Considering have a look at discoveries, the inclination of a given
brand can be clarified as a long way as six factors Product unwavering exceptional, financial
factor, famous interest, recurrence of non-price improvements offered, reliability and patron
feeling or relationship toward mark. There is requirement for advertisers to contemplate those
variables even as creating item advancements within the SUV portion of Automobile showcase.
Nikhil Monga, Bhuvender Chaudhary, Saurabh Tripathi (2011): -

This exam endeavours to answer a portion of the inquiries concerning mark identification of
chose vehicles in India through directing the statistical surveying. This identity outlining will
assist in realizing what a client thinks approximately a given logo of car and what are the
conceivable additives directing a conceivable buy. So also, estimating the purchaser loyalty will
fill a comparable need of determining the patron discernment.
Subsequently, by way of estimating the capacity of energizing customers of an vehicle to
prescribe it to others will assist the automobile producers with checking out the complete patron
Buying Behaviour. The research demonstrates that emblem reputation is something which
begins developing earlier than an vehicle is received and is going ahead with its utilization and
is reflected in the proposals. The customer makes to his buddies for a similar vehicle. Likewise,
20
it is seen that the purchaser won't now not utilize the automobile still he holds the discernments
about it.
Brand identity of an automobile is upheld by means of the merchants within the attitudes of the
clients and a purchaser responds to it by using framing their observation about the automobile
and this reflects within the popular logo photo of the car. So, mark photograph and brand
identity supplement each different and the logo discernment facilitates the working of logo
pictures. According to the investigation discoveries, traders expect an vital component in
running up the brand impact of the autos.
Samin Rezvani, Goodarz Javadian Dehkordi, Muhammad Sabbir Rahman (2012): -

This paper audits the country of root and diverse elements that impact purchaser purchase goal
additionally characteristic the connection of factors and customer purchase purpose. Study
showcase that individuals think about which country objects originate from and where they're
made and consider these variables at the same time as assessing the nature of object.
Generalizations of kingdom and the inclinations of customers effect the motive intention.
Political framework, lifestyle and the economy of the nation can be a motive for affectability to
individuals. There are numerous additives that affect purchaser purchase purpose. Research and
philosophies have tested that notwithstanding when shoppers can assess all of the herbal object
attributes via communicating the item, the impact of outward indicators has extra impact on
client object assessment. Nation of root is one of the outward prompts; furthermore, there is
almost surely that country of inception has sizable effect at the purchase purpose process.
2.2 STATEMENT OF THE PROBLEM:

The name of the study is Customer Perception in the direction of Service Quality With Regards
To ROYAL ENFIELD ACCLAIM MOTORS.
This have a look at has been carried out to study the purchaser perception, customer reaction and
carrier great for ROYAL ENFIELD ACCLAIM MOTORS.
It is geared toward different purchaser notion toward service excellent with reference to age,
motive of giving provider and specializing in the target group.
To analyses the findings or advise the modifications in provider toward clients.
21
2.3 OBJECTIVES:
 To become aware of the profile of the respondents.
 To understand the customer notion about reception in ROYAL ENFIELD ACCLAIM

MOTORS.
 To recognize the respondents attitude in the direction of the technical employees at

Royal Enfield
 To look at the elements that have an impact on client pleasure at Royal Enfield
 To know respondent’s willingness to suggest Royal Enfield carrier Center at Yelahanka

to others.
2.4 SCOPE OF THE STUDY: -

The vicinity of my survey is restricted to Yelahanka. This look at is focused on to understand
the purchaser notion towards carrier nice and to recognize which factors are have an impact on
to clients.
RESEARCH METHODOLOGY: -
“Marketing studies is the characteristic which hyperlinks the consumer and public to the
marketer via information. The facts used to perceive and define advertising and marketing
possibilities and issues generate define and knowledge of marketing as process”.
The objective of it is collecting of facts and analytical necessary foe effective planning of the
future advertising activity, manager of the marketing operation inside the gift and assessment of
advertising results.
2.5 SAMPLING:
Sampling type:
Convenience sampling is being used.
Sampling size:
Sample size changed into 100.
SOURCE OF DATA: -
Data is amassed through number one and secondary information.
22
Primary Data: -
New statistics amassed to help problem at hand. As in comparison to secondary facts which is
formerly accrued facts. An instance of data collected with the aid of a questionnaire.
It could be collected via questionnaire and by way of interacting with the customers and the
usage of questionnaire to the clients of the ROYAL ENFIELD ACCLAIM MOTORS. In
Yelahanka.Direct interview with employees and customers.
Secondary Data: -
The secondary statistics already exist inside the company’s magazines.
The secondary records might be composed via specific assets like
Internet journals
Company websites
Newspapers
Magazines
Annual reports
Other resources
2.6 DATA OF ANALYSIS:

QUESIONNAIRE: - A questionnaire become designed, and the respondents were asked to top
off the questions and their personal.
LIKERT SCALE: - Likert scaling technique became used to record the respondents.
2.7 STATISTICAL TOOLS USED FOR ANALYSIS: -

Percentage Analysis.
Chi – Square take a look at.
Factor evaluation.
2.8 LIMITATION OF THE STUDY: -
Hence, they reply one query in affirmative, but same interrelated query has been responding in
negative.
ained for an independent take a look at.
interview to cover all of the customers of the metropolis.

attitudes.
23
CHAPTER-3
PROFILE OF THE SELECTED ORGANISATION AND RESPONDENTS
COMPEANY PROFIL
TABLE-3.1
INDUSTRY Motorcycles, Lawnmowers
SUCCESS0R Royal Enfield Motors (formerly Enfield of
India)
F0UNDED 1893, as Enfield Manufacturing Co. Ltd.
DEFUNCT 1971
HEADQUARTERS Redditch, Worcestershire, England
KEY PE0PLE Founders Albert Eadie and Robert Walker
Smith
PR0DUCTS Royal Enfield Clipper, Crusader, Bullet,
Interceptor.
INTRODUCTION OF ACCLAIM MOTORS:
The Acclaim automobiles was found in 2014 by means of Rohit Kopparam.

For the Love of Royal Enfield
When an exporter, a Pilot and a real property guy, come together to begin their own Royal
Enfield dealership then glaringly there's manifestly a time period called “money” within the
commercial enterprise than simply the journey.
As a motor motorbike lover and stalwarts of the Royal Enfield brotherhood, there was this urge
to be related to Royal Enfield in a broader way which in flip gave delivery to number less
conferences which emerge as the main motive for the beginning of this passion-driven
enterprise.
Passion in the direction of the motorcycles played a major element in getting this dealership up
and running, however we were also bored with the not so satisfied customer service. You’d
agree in case you are an present Royal Enfield owner, some of our friends got to the point of
selling their bikes due to poor customer service studies from the dealerships.
We heard most of the Royal Enfield proprietors complain about the service guys for no longer
acting their task which is knowing the problem and offering proper solution inside the
reasonable time frame.
24
So we determined to do something about the formerly mentioned problem being the Royal
Enfield bike lover, we knew it was approximately time someone ironed out this glitch in proudly
owning a Royal Enfield.
So we have determined not to be just part of a Royal Enfield circle of relatives but also to set up
a sales & carrier solution. We ensured that our technicians and body of workers are certified to
the role they're going to play and they're properly skilled for the location by way of conducting
essential trainings, workshops, product knowledge, soft skills training and other trainings which
might be necessary to construct them as professional in their function before they're uncovered
to clients.
Be it an older version or the cutting-edge models which might be addition to the legacy, they are
thoroughly well-versed with each thing of servicing and there’s usually non-public supervision-
we knew we cannot be laidback or worse, lackadaisical.
Finally we hired the pleasant technicians who've been associated with the logo for long time,
were given our bikers’ den (showroom) ready, and kicked off the show.
We like what we do, and we’re in it as bikers first and sellers as second.
Now a day’s Royal Enfield has emerge as the symbol of repute and showing off fashion item for
all youths and adults. Some people are very unique about their bike fashions some people
consider bike as the member of their own family.
Community rides:
This is one in all the method for promoting and promoting of motorcycles. Customer stopped
taking decisions on purchasing a motorbike through simply reviewing the product on newspaper
or different media that’s why Royal Enfield arrange for community rides. In this way
respondents or customers recognise the product by using experiencing personally on the way to
impact them to buy the product. This will help them to selling the motorcycle and easy
promoting method.
Acclaim motors Ltd also are imparting merchandise, rider events and promotional activities in
Bangalore,Such occasions and offerings camps arranged for client satisfaction and to increase
the patron base with the aid of advertising the product,
VISION: “To be recognized because the industry leader driving modernization in biking in
India and the developing world,
MISSION: “Aims to continuously improve biking efficiency in India and developing markets.
Customers are the fundamental part of the organization & developing a circle of relatives of
bikers bond”
25
TABLE- 3.2
BASIC INFORMATI0N
Nature of business Service Provider
Manufacturer
Exporter
Wholesaler
Trader
Retailer
Buying house
Additi0nal Business Buyer- Company
Buyer- Individual
Non-pr0fit organization
Association
Importer
Distributor
Total number of Empl0yees Up to 106 people
Year of Establishment 2010
Legal Status of Firm Sole Proprietorship(Individual)
Annual Turnover Rs 50 lakh- 1 crore
26
TABLE-3.3
LIST OF ROYAL ENFIELD BIKES SELLING IN ACCLAIM MOTORS
Thunderbird 500 Classic 500 Classic 350
Thunderbird 300 Bullet 500 Bullet 350 Bullet

Electra
Classic Desert Storm Bullet Machismo
Classic Battle Green Continental GT
Classic Chrome Himalayan
TABLE-3.4
BASIC INFORMATI0N
Nature 0f business Service Provider
Manufacturer
Exporter
Wholesaler
Trader
Retailer
Buying house
Additi0nal Business Buyer- Company
Buyer- Individual
N0n-profit 0rganizati0n
Ass0ciati0n
27
Imp0rter
Distribut0r
Total number of Employees Up to 106 people
TABLE- 3.5

Electra
28
PRODUCT PROFILE
THUNDERBIRD
Figure-3.1
BULLET ELECTRA
Figure-3.2
BASIC INFORMATI0N
29
TABLE-3.6
Nature 0f business Service Provider
Manufacturer
Exporter
Wh0lesaler
Trader
Retailer
Buying house
Additional Business Buyer- Company
Buyer- Individual
Non-profit organizati0n
Association
Importer
Distributor
Total number of Employees Up to 106 people
30
TABLE-3.7

Electra
ROYAL ENFIELD ACHIEVEMENTS & AWARDS

nderbird 5oo become given the 2012 Enthusiast Motorcycle 250cc – 500cc
honor.
t through the supplier in 2014.
re.
MAJOR COMPETITORS FOR ROYAL ENFIELD
31
aha Motors
SWOT ANALYSIS
STRENGTHS
• Strong & Oldest motorbike brand in the world
• Style declaration built
• Developing advertising commutation via digitally like Facebook, Instagram, YouTube
• Made for army and used on a huge scale for navy purposes because of durability.
WEAKNESS
• Heavy weight of the motorbike can be trouble for the few respondents
• Low mileage of higher cc bikes
• High prices
• Less advertisements
• Little/negligible product innovation
OPPURTUNITIES
• Premium segment is developing
• Dispensable profits is increasing
• Greater brand identity and their development and additionally visibility
• Development in advertising and marketing communication thru digital platform
THREATS
• Varity of gamers are developing in marketplace place (KTM, Ducati, Harley, Yamaha)
• Cut throat competition
32
TABLE-3.8
FINANCIAL ANALYSIS OF ROYAL ENFIELD COMPANY WITH RESPECT TO

ACCLAIM MOTORS PVT.LTD
ACCLAIM MOTORS PRIVATE LIMITED
PROVISIONAL PR0FIT AND L0SS ACCOUNT FOR THE YEAR ENDED 31.03.2018
Figures for
the
Note
Particulars Current
No.
Rep0rting Peri0d
22,79,37,882.0
I. Revenue From Operations 11 0
Less: Excise Duty -
22,79,37,882.0
Net Revenue from Operations 0
II. Other Incomes 12 20,49,311.00
22,99,87,193.0
III. Total Revenue ( I +II ) 0
IV. Expenses:
C0st of Material C0nsumed -
19,84,07,850.0
Purchase of Stock in trade 13 0
33
(18,30,502.00
Changes in Invent0ries 0f finished g00ds , WIP and St0ck in Trade 14 )
Employee benefits expenses 15 97,27,611.00
Finance Costs 16 36,73,980.00
Depreciation and amortization expenses 5 17,94,760.52
Other Expenses 17 1,58,58,583.00
22,76,32,282.5
TOTAL 2
V. Profit bef0re excepti0nal and extra0rdinary items and tax (III -

IV) 23,54,910.48
VI. Exceptional Items -
VII. Pr0fit bef0re extra0rdinary items and tax ( V - VI ) 23,54,910.48
VIII. Extra0rdinary Items -
IX. Pr0fit bef0re Tax ( VII - VIII ) 23,54,910.48
X. Tax Expense:
(1) Current Tax / (MAT) 4,35,658.44
Less: Mat Credit entitled -
Net Current Tax -
(2) Deferred Tax -
XI. Pr0fit/(L0ss) f0r the peri0d fr0m c0ntinuing 0perati0ns ( IX -

X) 19,19,252.04
XII. Pr0fit/(L0ss) f0r the peri0d fr0m disc0ntinuing 0perati0ns -

XIII. Tax Expense of Disc0ntinuing 0perati0ns -
XIV. Pr0fit/(L0ss) from disc0ntinuing 0perati0ns(after Tax) ( XII -
XIII) -
XV. Pr0fit/(L0ss) f0r the peri0d ( XI + XIV) 19,19,252.04
34
XVI. Earnings per Equity Share:
(1) Basic 1.60
(2) Diluted 1.60
TABLE-3.9
ACCLAIM MOTORS PRIVATE LIMITED
PROVISIONAL BALANCE SHEET AS AT 31.03.2018
Figures as at the end of

Particulars Current Rep0rting
Peri0d
I. EQUITY AND
LIABILITIES
1. Share Holders Fund
(a) Share Capital 1 1,00,00,000.00
(b) Reserves and Surplus 2 (58,81,263.96)
-
2. Share applicati0n m0ney pending all0tment
3. Non - Current Liabilities

(a) L0ng Term B0rr0wings 3 1,80,18,213.00
(b) Deferred Tax Liabilities (Net) -
(c) 0ther L0ng Term liabilities -
(d) L0ng Term Pr0visi0ns -
4. Current Liabilities
35
(a) Sh0rt Term B0rr0wings 4 1,89,73,228.00
(b) Trade Payables 5 24,57,080.00
(c) 0ther Current Liabilities 6 9,09,730.00
(d) Sh0rt-Term Pr0visions -
TOTAL 4,44,76,987.04
II. ASSETS
1. N0n- Current Assets
(a) Fixed Assets
(i) Tangible Assets 7 1,52,40,414.16
(b) N0n-Current Investments -

(c) Deferred Tax Assets(net) -
(d) L0ng - Term L0ans and Advances 8 30,10,404.00
2. Current Assets
(a) Inventories 14 1,25,97,700.00
(b) Trade Receivables 9 30,51,228.88
(c) Cash and Bank Balances 10 28,74,688.00
(d) Other Current Assets 11 77,02,552.00
(e) Priliminary Expenses -
TOTAL 4,44,76,987.04
36
CHAPTER-4
DATA ANALYSIS AND INTERPRETATION
SUMMARY OF GOOGLE FORM

FIGURE.4.1
As per the survey on selected group of royal Enfield customer 79.6% of the respondents
are fall under the age of below 25 years 16.7% of the respondents are in the age of 25-40 years
and 3.7% of the respondents of the age of 40-45 years.
37
FIGURE-4.2
As per the survey the using of Thunderbird is 39.6% The using of bullet electra is
30.2% Using of Bullet machismo is 12.3% , The using of Lightening 535 is 13.2%, the using
of Bullet 500 is 52.8% and the using of Bullet 350 is 59.4% and others are 17% in rest of
100 respondents,
38
FIGURE-4.3
According to the survey of royal enfield the using of thunderbird is 8.5% , using of the
bullet electra 3.4% and using of Bullet Mashismo 3.5% ,Using of Lightening 535 is 3.4% and
using of Bullet 500 is 12.3% , using of Bullet 350 is 35.8% and also others 33% rest of 100
respondents.
39
FIGURE-4.4
As per the survey selected group of royal enfield customers is 23.8% in 6 months. And
18.1% in 1 year and in 2 years 16.2% and above 2 years is 41.9% people are having royal
enfield bike
FIGURE-4.5
According to the survey the number people giving for the service 44.4% is with in 3 months,
and the 44.8% is giving 3-6 months, and the 8
40
FIGURE-4.6
Here shown that how many people are recommend others about the service centre of royal
enfield
FIGURE-4.7
Here there are numbers relating how the people perception level with respect to company
image of royal enfield
41
FIGURE-4.8
The number of people satisfied with after sale service is 62.3% people are satisfied ,23.6%
people are very satisfied and 13.2% people are neutral and others are not satisfied
FIGURE-4.9
As per the survey the satisfied number of people with the aesthetics of royal enfield is
38.1%people agree with excellent and 57.1% people agree with good and other people are agree
with fair and some of poor
42
FIGURE-4.10
As per the survey the number of people agree with the royal elfield is committed to
environmental protection is 34.3% people say yes and 16.2% people says no and 49.5% people
says may be
FIGURE-4.11
According to the survey the the number of people taking advice from technician of royal enfield
is 51% in the all 100 respondents
43
Table- 4.1
Correlations
@13Pl @13Pl @13Pl @13Ple @13Pleaseindicat
easein easeind easein aseindic eyourperceptionle
dicate icateyo dicate ateyourp velwithrespecttoC
yourp urperce yourpe erceptio ompan
ercepti ptionle rceptio nlevelwi
onleve velwith nlevel threspec
lwithr respectt withre ttoComp
espect oComp spectt an
toCom an oCom
pan pan
@13Plea Pearson Correlation 1 .624** .733** .534** .641**
seindicat Sig. (2-tailed) .000 .000 .000 .000
eyourper 96 95 95 95 95
ceptionle
velwithre N
specttoC
ompan
@13Plea Pearson Correlation .624** 1 .658** .508** .560**
eyourper 95 96 96 96 95
ceptionle
velwithre N
specttoC
ompan
@13Plea Pearson Correlation .733** .658** 1 .464** .681**
44
eyourper 95 96 97 96 95
ceptionle
velwithre N
specttoC
ompan
@13Plea Pearson Correlation .534** .508** .464** 1 .615**
eyourper 95 96 96 97 95
ceptionle
velwithre N
specttoC
ompan
@13Plea Pearson Correlation .641** .560** .681** .615** 1
eyourper 95 95 95 95 96
ceptionle
velwithre N
specttoC
ompan
**. Correlation is significant at the 0.01 level (2-tailed).
Interpretation:
The above table is showing perception level with Royal Enfield Ltd it in the following basis
excellent, good average, below average, and below average. It has been calculated by using the
spearman’s correlation two-tailed test the significant level of 0.01. The spearman’s correlation
value is 1 which exposes the reasons are positively correlated as it falls between -1.000 and
+1.000 inclusive. Here, the perception level Royal Enfield ltd the value indicates high degree
positive correlation coefficient value .624 where it comes between .75 to1 and positive
correlation the respondent gave ranking good and average.
45
Table-4.2
Correlation
Its represent the satisfaction level
@17 @17 @17 @17 @17 @17Pl @17Pl @17Pl
Pleas Pleas Pleas Pleas Pleas easein easein easeind
eindi eindi eindi eindi eindi dicate dicate icateyo
catey catey catey catey catey yourle yourle urlevel
ourle ourle ourle ourle ourle velofs velofs ofsatisf
velof velof velof velof velof atisfac atisfac actiont
satisf satisf satisf satisf satisf tionto tionto owards
actio actio actio actio actio wardst wardst thefollo
ntow ntow ntow ntow ntow hefoll hefoll
ardst ardst ardst ardst ardst o o
hefoll hefoll hefoll hefoll hefoll
o o o o o
@17Pleaseindi Pearson 1 .650** .697** .669** .657** .676** .605** .624**

cateyourlevelof Correlation
satisfactiontow Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000
ardsthefollo N 92 92 92 90 92 90 89 88
@17Pleaseindi Pearson .650* 1 .811** .735** .740** .688** .640** .649**
*
ardsthefollo N 92 92 92 90 92 90 89 88
@17Pleaseindi Pearson .697* .811** 1 .768** .712** .738** .781** .692**
*
ardsthefollo N 92 92 95 90 92 91 89 88
46
@17Pleaseindi Pearson .669* .735** .768** 1 .787** .816** .763** .757**
*
ardsthefollo N 90 90 90 90 90 88 87 86
@17Pleaseindi Pearson .657* .740** .712** .787** 1 .682** .646** .597**
*
ardsthefollo N 92 92 92 90 92 90 89 88
@17Pleaseindi Pearson .676* .688** .738** .816** .682** 1 .663** .722**
*
ardsthefollo N 90 90 91 88 90 91 89 88
@17Pleaseindi Pearson .605* .640** .781** .763** .646** .663** 1 .790**
*
ardsthefollo N 89 89 89 87 89 89 89 87
@17Pleaseindi Pearson .624* .649** .692** .757** .597** .722** .790** 1
*
ardsthefollo N 88 88 88 86 88 88 87 88
Interpretation:
The above the table is indicates satisfaction towards various aspects of Royal Enfield Acclaim
Motors satisfaction level shows that positive correlation coefficient value .650 where it comes
between .75 to1 and positive correlation the respondent are satisfied with their services.
47
Table-4.3
@14Overall @15Overall
how4areyou how4areyou
withtheafters withtheaesth
aleserviceofy eticsofyourR
ourR oyalEnf
Pearson 1 -.454**
@14Overallhow4areyouwiththeaftersaleser Correlation
viceofyourR Sig. (2-tailed) .000
N 100 99
Pearson -.454** 1
@15Overallhow4areyouwiththeaestheticsof Correlation
yourRoyalEnf Sig. (2-tailed) .000
N 99 99
Interpretation:
The table is showing overall satisfaction level of sales service of Royal Enfield Company. Here,
the spearmen correlation value is -.454 (significant level is .01 two tailed test) where it comes
between -.75 to-1 so the correlation is high degree negative correlation the respondent are
dissatisfied with their sales services.
48
Chi square test:
Table-4.4
Crosstab
Count
@3Age Total
Excellen good average
t
exellent 0 1 0 1
@14Overallhow4areyouwiththeaftersaleser average 12 1 0 13
viceofyourR Poor 53 6 4 63
5.0 14 9 0 23
Total 79 17 4 100
Hypothesis
Ho= There is no relation between the sale services of company on age.
H1= There is a relation between the sale services of company on age.
TABLE-4.4.1
Chi-Square Tests
Value df Asymp. Sig.
(2-sided)
Pearson Chi-Square 18.010a 6 .006
Likelihood Ratio 16.809 6 .010
Linear-by-Linear .878 1 .349
Association
N of Valid Cases 100
a. 8 cells (66.7%) have expected count less than 5. The
minimum expected count is .04.
49
Interpretation:
As per the above table, the chi-square value is 18.010 and the P-Value for 0.006 which is less
than the critical value 0.05, so we reject the null hypothesis and accept the alternative hypothesis
that there is a relation between the sale services of company on age.
The table (2*2) is represented size of the effect here; coefficient of correlation is the level of
significance is low degree positive correlation.
50
TABLE-4.5
Crosstab
Count
@3Age Total
t
exellent 27 6 4 37
Good 25 2 0 27
@16Pleaseindicateyourdegreeofsatisfactio
average 16 1 0 17
nwithyourRoyal
Poor 5 4 0 9
5.0 4 3 0 7
Total 77 16 4 97
Hypothesis
Ho= There is no relation between the satisfaction level of Royal Enfield Company and Age
H1= There is a relation between the satisfaction level of Royal Enfield Company and Age
TABLE-4.5.1
Chi-Square Tests
(2-sided)
Association
N of Valid Cases 97
51
Interpretation:
that there is a relation between the satisfaction level of Royal Enfield Company and Age
TABLE-4.5.2
Symmetric Measures
Value Approx.
Sig.
Phi .437 .018
Nominal by
Cramer's .309 .018
Nominal
V
N of Valid Cases 97
Interpretation:
TABLE-4.6
Crosstab
Count
@3Age Total
t
exellent 26 5 1 32
Good 32 2 3 37
@13Pleaseindicateyourperceptionlevelwithr
average 15 8 0 23
especttoCompan
below 3 2 0 5
average
Total 76 17 4 97
52
Hypothesis
Ho= There is no relation between the perception level of Royal Enfield Company and Age
H1= There is a relation between the perception level of Royal Enfield Company and Age
TABLE-4.6.1
Chi-Square Tests
Value Df Asymp. Sig.
(2-sided)
Linear-by-Linear 1.084 1 .298
Association
N of Valid Cases 97
Interpretation:
that there is a relation between the perception level of Royal Enfield Company and Age
TABLE-4.6.2
Symmetric Measures
Value Approx.
Sig.
Phi .355 .057
Nominal by
Cramer's .251 .057
Nominal
V
N of Valid Cases 97
Interpretation:
53
TABLE-4.7
Count
@4Income Total
Good average poor 5.0
thunderbird 2 0 0 7 9
bullet electra 0 1 0 4 5
bullet 2 1 0 0 3
@9Whichmodeldoyouo machismo
wn lightening 535 0 0 1 2 3
bullet 500 2 0 1 10 13
bullet 350 8 4 6 16 34
others 7 0 0 24 31
Total 21 6 8 63 98
Hypothesis
Ho= There is no relation between the Royal Enfield Model and Income
H1= There is a relation between the Royal Enfield Model and Income
TABLE-4.7.1
Chi-Square Tests
Value Df Asymp. Sig.
(2-sided)
Association
N of Valid Cases 98
54
Interpretation:
that there is a relation between the Royal Enfield Model and Income.
TABLE-4.8
Crosstab
Count
@4Income Total
good Average poor 5.0
6 months 1 0 0 24 25
1 year 7 1 1 9 18
@10Howlongyouownthisve
2 year 4 3 1 9 17
hicle
above 2 9 2 5 21 37
years
Total 21 6 7 63 97
Hypothesis
Ho= There is no relation between the usage of vehicle and Income
H1= There is a relation between the usage of vehicle and Income
TABLE-4.8.1
Chi-Square Tests
(2-sided)
Linear-by-Linear 4.555 1 .033
Association
N of Valid Cases 97
minimum expected count is 1.05.
55
Interpretation:
that there is a relation between the usage of vehicle and Income.
TABLE-4.8.2
Symmetric Measures
Value Approx.
Sig.
Phi .459 .015
Nominal by
Cramer's .265 .015
Nominal
V
N of Valid Cases 97
Interpretation:
56
CHAPTER-5
SUMMARY OF FINDINGS, CONCLUSION AND SUGGESTIONS
5.1 SUMMARY OF FINDINGS
1. The belief level Royal Enfield ltd the cost indicates excessive diploma effective correlation
coefficient fee .624 in which it comes along .seventy five to1 and effective correlation the
respondent gave ranking appropriate and average
2. Positive correlation coefficient price .650 in which it comes between .seventy five to1 and
high quality correlation the respondent are happy with their services
3. Overall satisfaction level of income after carrier of Royal Enfield Company correlation cost is
-.454 (widespread level is .01 tailed take a look at) wherein it comes between -.75 to-1 so the
correlation is high degree negative correlation the respondent are disenchanted with their
income offerings.
4. The chi-square value is 18.010 and the P-Value for 0.006 which is less than the vital price
0.05, so we reject the null speculation and take delivery of the opportunity hypothesis that
there's a relation between the sale offerings of agency on age.
5. As consistent with the above table, the chi-square price is 18.542 and the P-Value for 0.018
which is less than the important value 0.05, so we reject the null speculation and accept the
alternative hypothesis that there is a relation among the delight degree of Royal Enfield
Company and Age
6. The chi-square fee is 12.241 and the P-Value for 0.057 which is less than the critical value
0.05, so we reject the null speculation and take delivery of the alternative speculation that there
is a relation among the notion degree of Royal Enfield Company and Age of the respondents.
7. The chi-square value is 30.389 and the P-Value for 0.034 which is much less than the critical
cost 0.05, so we reject the null speculation and receive the opportunity hypothesis that there may
be a tremendous relation among the Royal Enfield Model and Income
57
8. The chi-square fee is 30.389 and the P-Value for 0.034 which is less than the vital cost 0.05,
so we reject the null speculation and take delivery of the opportunity speculation that there may
be a relation between the usage of vehicle and Income.
58
5.2 SUGGESTIONS AND RECOMMENDATIONS
After making an exhaustive study, survey and influence concerning the customer pride of Royal
Enfield Bullet, it's miles very clear that the existing marketing method requires greater attention
to detail and plenty of modifications. The pointers for enhancing the marketing approach so that
you can reach the initial goal of greater quantity of sales and improve the existing market
percentage are as follows.
Product
The enterprise has selections by using which they could satisfy the wishes of the public, they are
Improving upon the prevailing models and giving them a facelift by way of converting the
styling of the currently to be had motorcycles. Technological development a critical position
here. They have to also growth the colour selections and introduce new form of stickerings,
which would provide a new look for the bullet.
Introduce new models, which aren't primarily based on the present design.
This will inturn help the organisation to lure new clients and thus improve the income of the
agency.
Pricing:
The pricing strategy presently observed is favorable on the grounds that the motorcycles of
150cc & 180cc are charged around 55000 – 65000. The aim of the agency should be to provide
better fee for the cash spent by way of the customer. If any changes are made to the present
fashions and they flip to be favourable, then the organisation may additionally comply with the
pricing method of “Value Added Pricing”.
Promotional Strategies:
The promotional strategies to be accompanied through the company in aggregate with the
present ones so as to boom product recognition amongst the general public are as follows,
Advertise for free take a look at rides to the overall public.
Give more interest to the product by taking on stalls in predominant exhibitions, festivals and
other exchange expositions.
By sponsoring local events like fashion shows, rock shows, intercollegiate activities public
interest may be captured.
By holding normal bullet proprietors meet, which will inturn entice the press immediately to
supply normal write ups within the
papers and accordingly creating interest closer to the agency photograph and its product.
59
Advertising:
The advertising strategies to be followed by using the enterprise are as follows,
Make product based totally classified ads focusing on the quality, sturdiness and reliability of
the vehicle. The organization should also display the bond amongst the employer and
automobile owners. For e.g. The corporation can follow the type of advertising that Bajaj Auto
is presently following.
The print commercials will need to be located in those magazines that reach the goal market. For
e.g. Magazines like vehicle magazines, magazines targeted at teenagers etc… the print
advertisements must be interest creating, which would entice the public to take initiative and are
available to the dealer and find out extra approximately the organisation & its products.
Nowadays net marketing have also grow to be popular and received importance. The net
advertising need to be positioned in a number of the most famous web sites like yahoo.Com,
indiatimes.Com, and rediff.Com. Etc… the net marketing have to be attractive and brilliant with
some light tune performed with it
If all the following techniques are nicely adhered to, it will virtually increase the sales of the
bullets and for this reason enhance the market share at the side of the improving the photograph
of the enterprise and its products.
5.3 CONCLUSION: -
After my look at on “consumer perception” at level Royal Enfield ltd , I have conclude that I
bear in mind that degree Royal Enfield ltd is the primary provider in Bangalore and has were
given better room for improvement in enjoyable its clients.
But I keep in mind that enterprise additionally performs a crucial position with the aid of
manner of creating the superb that each one the clients are handled uniformly in offering the
income and offerings and all.
Final however not least, degree Royal Enfield ltd can persuade increasingly customers to pick
out them for every profits and carrier inside the Bangalore.
60
BIBLIOGRAPHY: -
[1] Pradeep Kumar (2003), Element of Marketing Management, 6th edition, Kedar Nath
Ram Nath etal.
[2] Leon .G.Schiffman (2009), Consumer Behavior, 11th edition, Prentice-hall of India.
[3] Philip Kotler (1999), Principle of Marketing, 8th edition, Prentice-hall of India.
[4] Analysis for Marketing Planning, Donald Lehmann and Russell S Winner.
[5] 6th Edition, Tata mcgraw Hill, 2005 Basic Marketing A global Managerial
Approach.
[6] 15th Edition, William D Perreault Jr, E Jerome mccarthy, Tata mcgraw Hill, New
Delhi, 2006.
Websites Referred: -
www.royalenfield.com
www.wikipedia.com
www.slideshare.com
www.googlebooks.com
www.aclaimmotors.com
ANNEXURE
Questionnaires
1. NAME……………..
2. GENDER
a) Male
b) Female
3. Age
a. Below 25
b. 25 – 40
c. 40 – 55
d. Above 55
4. Income
o Below 25000
o 25000 – 45000
o 45000 – 65000
o Above 65000
5. Location of residence………………….
6. Marital status
 Married
 Unmarried
7. Mobile number…………
8. Which of this model are aware of at “Royal Enfield”

 Thunderbird
 Bullet Electra
 Bullet machismo
 Bullet 500
 Bulle350
 Others
9. How long you own this vehicle
 6months
 1 year
 2 year
 Above 2 years
10. When did you given your vehicle for service in the recent past
o Within 3months
o 3-6 months
o 6-12 months
o Above one year
11. Would you recommend others about the service center of Royal Enfield Acclaim Motors
 Yes
 No
12. Please indicate your perception level with respect to company image of Royal Enfield LTD
1. Excellent
2. Good
3. Average
4. Below average
5. Not satisfied
Statements 1 2 3 4 5
Global reputation
Technological advancement
Range of products
Advertisement
Dealer network
13. Overall how satisfied are you with the after sales service of your Royal Enfield Company
o Very satisfied
o Satisfied
o Neutral
o Dissatisfied
o Very dissatisfied
14. Over all how satisfied are with the aesthetics of your Royal Enfield Bullet
A. Excellent
B. Good
C. Far
D. Poor
15. Please indicate your degree of satisfaction with your Royal Enfield Bullet
1. Much better than expected
2. Just better than expected
3. Same as expected
4. Just worse than expected
5. Very poor compared to expectation
Statement 1 2 3 4 5
Comfort
Mileage
Style
Necessity
16. Please indicate your level of satisfaction towards the following aspects of Royal Enfield Acclaim
Motors
1. Highly dissatisfied
2. Dissatisfied
3. Neither dissatisfied nor dissatisfied
4. Satisfied
5. Highly satisfied
Statements 1 2 3 4 5
Waiting customers longue
Billing process
Service facilities
Time management
Vehicle cleanliness factor at the time
of the picking the bike after service
Feedback (follow-up call)
Notification (time )
Pickup and drop facility
17. Have the technician gave any suggestions to reduce fuel

 Yes
 No
18. Does Royal Enfield brand committed to environmental protection (green practices)
 Yes
 No
 Maybe
MBA Dissertation
PROGRESS REPORT
Sl. No. Particulars
1 Name of the Student SANJAY KUMAR R
2 Registration Number MB182064
3 Name of College Guide Dr. MAHAMMAD RAFEE
4 Name and contact no of the Co- Mr. SUDHAN

Guide/External Guide CONTACT NO: 9008333012
(Corporate)
5 Title of the Dissertation “A STUDY ON CUSTOMER SATISFACTION

TOWARDS AFTER SALE SERVICES OF ROYAL
ENFILED ACCLAIM MOTORS, YELHANKA
BANGALORE”
6 Name and Address of the ACCLAIM MOTORS #61,1st main road, Surabhi
Company/Organistion where layout, Neharu Nagar Yelahanka, Bengaluru,
dissertation undertaken with Date Karnataka-560064
of starting Dissertation
7 Progress report : A brief note 3 numbers of meetings with the guides through Zoom
reflecting ,Number of meeting App, I have gone through a few official websites and
with Guides, places visited, collected information from the customer’s.
libraries visited, books referred,
meeting with persons, activities
Preparations of synopsis and the started with the
taken up, preparations done for
introduction and creation of questionnaire using Google
collection and analysis of data forms for the collection of the data and data analysis yet
etc.,) to be done.
Date: 05-05-2020
Signature of the Candidate Signature of the College Guide

Appendix 1
Registration Form
1. Name of the Student with Reg. No : SANJAY KUMAR R (MB182064)
2. Name of the Organization: Acclaim Motors
3. Name and details of Co Guide in the Organization: Mr. Sudhan
4. Proposed dissertation area : Marketing
5. Proposed dissertation topic: “A STUDY ON CUSTOMER SATISFACTION

TOWARDS AFTER SALE SERVICES OF ROYAL ENFILED ACCLAIM MOTORS,
YELHANKA BANGALORE”
6. Changes incorporated as per Review: Not applicable
Student’s Signature:
APPENDIX 2
MBA Dissertation
PROGRE REPORT-1
l. No. Particulars
1 Name of the Student Sanjay Kumar R
3 Name of College Guide Dr. Mahammad Rafee

(Corporate)

BANGALORE”
6 Brief note on Introduction of the The research will be carried out in various phases
Topic (100 words) that constitute an approach of working from
whole to part. It includes subsequent phases
trying to go through understanding of what user
looks for while buying a bike. The first phases are
completely internal where it is stormed over the
most effective route of action. Considering that
bullet users in Bangalore are more number. The
second phase is with some of the seasoned bikers
who have been using bullet for some times now
and are generally known and respected amongst
the bullet community. The third phase is with
some respondent who will be interviewed the help
of questionnaire keeping in mind the time and
cost constraints.
7 Progress report: A brief note 3 3numbers of meetings with the guides through
reflecting, Number of meeting Zoom App. I have gone through a few official
with Guides, places visited, websites about top 10 private banks.
libraries visited, books referred, T
meeting with persons, activities Preparation of synopsis and the started with the
taken up, preparations done for introduction and creation of questionnaire using
collection and analysis of data Google forms for the collection of data and data
etc.,) analysis yet to be done.
Date: 05-05-2020

APPENDIX 2
MBA Dissertation
PROGRESS REPORT
l. No. Particulars
1 Name of the Student SANJAY KUMAR R
3 Name of College Guide Dr. Mahammad Rafee

(Corporate)

BANGALORE”
6 Brief note on Introduction of the The research will be carried out in various phases
Topic (100 words) that constitute an approach of working from
whole to part. It includes subsequent phases
trying to go through understanding of what user
looks for while buying a bike. The first phases are
completely internal where it is stormed over the
most effective route of action. Considering that
bullet users in Bangalore are more number. The
second phase is with some of the seasoned bikers
who have been using bullet for some times now
and are generally known and respected amongst
the bullet community. The third phase is with
some respondent who will be interviewed the help
of questionnaire keeping in mind the time and
cost constraints.
7 Progress report: A brief note No. of meetings held with guide was 5 times.
reflecting, Number of meeting Meetings held On 06.05.2020, 11.05.2020,
with Guides, places visited, 13.05.2020,18.05.2020 and 21.05.2020 via Zoom
libraries visited, books referred, App and Whatsapp.
meeting with persons, activities
taken up, preparations done for  Completed chapter-1 Introduction
collection and analysis of data
etc.,)  Prepared rough questionnaire using Google
forms for the data collection of data
 Started collecting information through

secondary data
Also collected information from the Research

Gate and gone through the internet for the data
collection on same and also checked with journals
magazines and some official websites for the
reference.
Date: 22-05-2020

International Journal of Innovative Research in Management Studies (IJIRMS)
Volume 4, Issue 12, August 2020. pp.408-416.
A STUDY ON CUSTOMER SATISFACTION TOWARDS AFTER SALE SERVICES OF

ROYAL ENFIELD ACCLAIM MOTORS, YELAHANKA BANGALORE
Sanjay Kumar R1, Dr. Mohammed Rafee2, Dr. Mohammed Arif Pasha3
1
Final Year MBA Student, PG Department of Commerce and Management Studies, Brindavan College, Bengaluru
2
Associate Professor, PG Department of Commerce and Management Studies, Brindavan College, Bengaluru
3
Principal, Brindavan College, Bengaluru
Email: 1gowdrusanjay@gmail.com, 2basharafee@gmail.com, 3arifpasha75@gmail.com
Abstract—The objective of this report is to carry out a detailed study on understanding “A STUDY ON CUSTOMER
STATISFACTION TOWARDS AFTER SALE SERVICES OF ROYAL ENFIELD ACCLAIM MOTORS, YELHANKA
BANGALORE” This report provides the findings based on the discussions with the key personnel of ROYAL ENFIELD
The study was conducted for a period of 8 weeks. The project was undertaking about “A STUDY ON CUSTOMER
STATISFACTION TOWARDS AFTER SALE SERVICES OF ROYAL ENFIELD ACCLAIM MOTORS, YELHANKA
BANGALORE” help to identify how customer attitude on service helped to improve the transfer of learning.
The methodology used for conducting the study was basically on the descriptive research taking a sample size of 100
customers. The primary data was collected through well-structured questionnaire. Secondary data were collected from
book, journal, and websites.
Keywords—After Sales Services, Customer Satisfaction, Organizational Culture, Value, Rhythm.
INTRODUCTION
"It is a showcasing idea that includes a client's impression, mindfulness and awareness about an organization. Client
discernment is commonly influenced by publicizing, audits, online networking, advertising, individual experience and
different channels".
"Observation is characterized as the procedure by which an individual chooses, sorts out and translates boosts into an
important and lucid photo of the world. It can be depicted as "how we see our general surroundings". Two people might
be presented to similar boosts under the same evident conditions, yet how every individual perceives, chooses, sorts out
and deciphers these jolts is a very individual process considering every individual's own needs, qualities, and desires.
“A promoting idea that envelops a client’s impression and mindfulness as well as awareness about an organization. Client
recognition is commonly influenced by publicizing, advertising, audits, web-based social networking, individual
encounters, and different channels”.
REVIEW OF LITERATURE:
Edward L. Grubb and Gregg Hupp (1968):
These studies test a methodology for a measurement of self-concept and consumer perception in comparable terms and,
therefore, to further substantiate the relationship of self-theory to consumer perception. The authors suggest that the
owners of a specific make of automobile perceive themselves as having self-concept like those of others who own that
make of automobile.
Jo Ann Duffy (1992):
This study used the SERVQUAL instrument consumer perception of service quality and the SCLES (Salesman Conte
Life Satisfaction) measure to study the linkage between service quality and satisfaction towards automobile centre.
ISSN: 2455-7188 (Online) www.ijirms.com

A Study on Customer Satisfaction Towards After Sale Services of Royal Enfield Acclaim Motors, Yelahanka, Bangalore
Bouman (1992):
This exploration article depicts that the building and testing of the SERVQUAL instrument. The result of the examination
is that the instrument is effectively appropriate for Dutch carport firms. Be that as it may, interestingly with the five
SERVQUAL measurements, the clients in the Dutch auto benefit firms just recognize three measurements to judge the
conveyance quality, one of which seems, by all accounts, to be to this example. The three measurements
found in the examination in auto benefit firms are client graciousness, substantial and confidence. Just client graciousness
contributes specifically to the deliberate administration quality.
Dabholkar (1996):
Concentrate on the automobile service quality proposed that perception of service quality is multi-layered and comprises
of overall customer’s perception of quality (physical attributes, reliability, personal interaction, problem solving and
policy), and sub dimension (appearance, convenience). The presence of these elements improves the assessment towards
the service. Research suggests that the SERVQUAL model cannot be applied for all service research studies and
modifications.
Sheetal B. Sachdev, Harsh V. Verma (2004):
This study is a concentrate to explore a relative to importance of a service quality across a select service context. The
results suggest that the all service quality is equally important as no proper order of their importance could be established,
the service performance in relation to the expectations is poor in respect of nearly all the select services, and the nature
of service does not seem to have a role in establishing is an order of importance of the service quality.
A.M. Suresh (2006):
This exploration reports and measures client discernment with little autos in Bangalore city. The exploration distinguished
deals bolster, vehicle configuration, buy bolster, cost of proprietorship and pleasure includes as hidden components of
client discernment. The exploration tries to rank little autos on these variables. The examination likewise tries to see if
client recognition fluctuates among clients based on socio economics.
Manish Kumar Srivastava, A.K. Tiwari (2007):
His think the customer direct for A3 part vehicles, as Honda city and Maruti Suzuki Sx4 in a district Jaipur. Data
assembled from 100 respondents 50 each from Honda city and Maruti Sx4. Respondents were considered from various
establishments like Gender, Occupation, and Income class. In like a manner customer purchase of parameters is
considered for think about the Price, Safety, Comfort, power and pickup, Mileage, Max speed, Styling, after deals benefit,
Brand name, and extra parts cost. In perspective of above parameters and examination made in
this it revealed that, acquiring A3 section auto client give much hugeness to Safety, Brand name, Seating and Driving
comfort. Also, casual presentation and advertisements in auto magazines are more effective correspondence medium for
headway of autos.
Ali Araghchi (2007):
This research article aims at investigating and determining the nature of the service quality construct and its relationship
with those of customer perception, Customer satisfaction, customer experience and behavioural intensions. Moreover,
this study aims at identifying the dimensions that is the best predictor of overall service quality, in terms of generating
outcome that identifies dimensions regarding service quality in car showroom.
Dr V.K. Kaushik (2008):
This examination is directed in South West Haryana which comprises of Bhiwani and Mahendragarh locale. The
examination attempt is to research exactly client's inclination towards a traveller auto mark. Pre-buy and post buy conduct
of the clients were assessed and factors impacting the clients were dictated by Perceptual mapping got from Multi-
dimensional scaling. General outcomes show that in South West Haryana area clients are more impacted by companions
and relatives than merchants and salespersons. Maruti rules the market with three of its brands Maruti 800, Alto and
Wagon-R. Brand name, fuel productivity and cost were observed to be essential determinants for purchasing auto in this
district.
IJIRMS — Volume 4, Issue 12, August 2020
S. Keshwaraz, S.M. Yazdi (2009):

Their study highlights the important dimensions of service quality from customer’s perception in a car service agency.
Additionally, it aimed at identifying difference between expectations and perceptions of customers from service quality
dimensions and comparing difference across agencies.
Md. Hussain Kabir and Therese Carlsson (2010):
Concentrate the discusses and analysis expectations and perceptions about service quality in car service centre. The aim
is to analyse and research about the role of service quality for creating customer perception and to find out the gap between
expectations and perceptions through the customer point of view. The perception can be described as satisfaction or lack
of satisfaction. The survey was conducted as a case study and was based on the quantitative method.
Sudharani Ravindran and Gayathridevi (2010):
The authors in their article studied the customer perception of Hyundai i10 in Coimbatore city. The research is descriptive
in nature. The sample design adopted for the study was the simple random sampling. The sample size was one hundred
which included only owner of Hyundai i10 cars in Coimbatore city. The customer ‘s expectations over a Hyundai i10
were identified and it was found to be based on certain factors. The most motivated factor to buy Hyundai i10 car was
also found out (Design and Style). The attributes like suspension and handling were identified to be below par for a
Hyundai i10.
NEED FOR THE STUDY:
 To check the dependability of management nature of ROYAL ENFIELD ACCLAIM MOTORS.
 To apprehend the patron impression of management first-class coming about because of contrasting desires earlier
with getting the administration and actual desire.
OBJECTIVES:
 To become aware of the profile of the respondents.
 To understand the customer notion about reception in ROYAL ENFIELD ACCLAIM MOTORS.
 To recognize the respondent’s attitude in the direction of the technical employees at Royal Enfield
 To look at the elements that have an impact on client pleasure at Royal Enfield
 To know respondent’s willingness to suggest Royal Enfield carrier Center at Yelahanka to others.
RESEARCH METHODOLOGY: -
“Marketing studies is the characteristic which hyperlinks the consumer and public to the marketer via information. The
facts used to perceive and define advertising and marketing possibilities and issues generate define and knowledge of
marketing as process”.
The objective of it is collecting of facts and analytical necessary foe effective planning of the future advertising activity,
manager of the marketing operation inside the gift and assessment of advertising results.
SAMPLING:
Sampling type:
Convenience sampling is being used.
Sampling size:
Sample size changed into 100.
PLAN OF ANALYSIS:
QUESIONNAIRE: - A questionnaire was designed, and the respondents were asked to fill up the questions and their
own.
LIKERT SCALE: - Likert scaling technique was used to record the respondents.
STATISTICAL TOOLS USED FOR ANALYSIS: -
Percentage Analysis.
Chi – Squaretest.
Factor analysis.
DATA AND METHODOLOGY:
As per the survey on selected group of royal Enfield customer 79.6% of the respondents are fall under the age of below
25 years 16.7% of the respondents are in the age of 25-40 years and 3.7% of the respondents of the age of 40-45 years
As per the survey the using of Thunderbird is 39.6%. The using of bullet electra is 30.2% using of Bullet machismo is
12.3%, The using of Lightening 535 is 13.2%, the using of Bullet 500 is 52.8% and the using of Bullet 350 is 59.4% and
others are 17% in rest of 100 respondents.
According to the survey of Royal Enfield the using of thunderbird is 8.5% , using of the bullet electra 3.4% and using
of Bullet Mashismo 3.5% ,Using of Lightening 535 is 3.4% and using of Bullet 500 is 12.3% , using of Bullet 350 is
35.8% and also others 33% rest of 100 respondents.
As per the survey selected group of royal enfield customers is 23.8% in 6 months. And 18.1% in 1 year and in 2
years 16.2% and above 2 years is 41.9% people are having royal enfield bike
According to the survey the number people giving for the service 44.4% is within 3 months, and the 44.8% is giving 3-6
months, and the 8
The number of people satisfied with after sale service is 62.3% people are satisfied ,23.6% people are very satisfied and
13.2% people are neutral and others are not satisfied
As per the survey the satisfied number of people with the aesthetics of royal enfield is 38.1%people agree with
excellent and 57.1% people agree with good and other people are agree with fair and some of poor
As per the survey the number of people agree with the royal Enfield is committed to environmental protection is
34.3% people say yes and 16.2% people says no, and 49.5% people says may be
Chi square test:
Table-1.4
Crosstab
@3Age Total
Excellent good average
excellent 0 1 0 1
@14Overallhow4areyouwiththeaftersaleserviceofyou average 12 1 0 13
rR Poor 53 6 4 63
5.0 14 9 0 23
Total 79 17 4 100
Hypothesis
Ho= There is no relation between the sale services of company on age.
H1= There is a relation between the sale services of company on age.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Linear-by-Linear Association .878 1 .349
N of Valid Cases 100
a. 8 cells (66.7%) have expected count less than 5. The minimum expected count is .04.
Interpretation:
As per the above table, the chi-square value is 18.010 and the P-Value for 0.006 which is less than the critical value 0.05,
so we reject the null hypothesis and accept the alternative hypothesis that there is a relation between the sale services of
company on age.
Interpretation:
The table (2*2) is represented size of the effect here; coefficient of correlation is the level of significance is low degree
positive correlation.
FINDINGS
 The perception level Royal Enfield ltd the value indicates high degree positive correlation coefficient value .624
where it comes between .75 to1 and positive correlation the respondent gave ranking good and average
 Positive correlation coefficient value .650 where it comes between .75 to1 and positive correlation the respondent
is satisfied with their services
 Overall satisfaction level of sales after service of Royal Enfield Company correlation value is -.454 (significant
level is .01 two tailed test) where it comes between -.75 to-1 so the correlation is high degree negative correlation
the respondent are dissatisfied with their sales services.
 The chi-square value is 18.010 and the P-Value for 0.006 which is less than the critical value 0.05, so we reject the
null hypothesis and accept the alternative hypothesis that there is a relation between the sale services of company
on age.
 As per the above table, the chi-square value is 18.542 and the P-Value for 0.018 which is less than the critical value
0.05, so we reject the null hypothesis and accept the alternative hypothesis that there is a relation between the
satisfaction level of Royal Enfield Company and Age
null hypothesis and accept the alternative hypothesis that there is a relation between the perception level of Royal
Enfield Company and Age of the respondents.
null hypothesis and accept the alternative hypothesis that there is a significant relation between the Royal Enfield
Model and Income
null hypothesis and accept the alternative hypothesis that there is a relation between the usage of vehicle and Income.
CONCLUSION
After my look at on “consumer perception” at level Royal Enfield ltd , I have conclude that I bear in mind that degree
Royal Enfield ltd is the primary provider in Bangalore and has were given better room for improvement in enjoyable its
clients.
But I keep in mind that enterprise additionally performs a crucial position with the aid of manner of creating the superb
that each one the clients are handled uniformly in offering the income and offerings and all.
Final however not least, degree Royal Enfield ltd can persuade increasingly customers to pick out them for every profits
and carrier inside the Bangalore.
BIBLIOGRAPHY
[1] Pradeep Kumar (2003), Element of Marketing Management, 6th edition.
[2] Leon. G.Schiffman (2009), Consumer Behavior, 11th edition, Prentice-hall of India.
[3] Philip Kotler (1999), Principle of Marketing, 8th edition, Prentice-hall of India.
[4] Analysis for Marketing Planning, Donald Lehmann, and Russell S Winner. 6th Edition, Tata McGraw Hill, 2005.
[5] Basic Marketing A Global Managerial Approach. 15th Edition,
[6] William D Perreault Jr, E Jerome mccarthy, Tata McGraw Hill, New Delhi, 2006.
Websites
[7] www.royalenfield.com
[8] www.wikipedia.com
[9] www.slideshare.com
[10] www.googlebooks.com
[11] www.aclaimmotors.com
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A STUDY ON CUSTOMER STATISFACTION TOWARDS AFTER SALE SERVICES

OF ROYAL ENFIELD ACCLAIM MOTORS, YELHANKA BANGALORE”

CENTRE FOR MANAGEMENT STUDIES

Key Words: Organizational culture, Value, Rhythm, Customer satisfaction.

CHAPTER-2 REVIEW OF LITERATURE AND RESEARCH 15

APPENDIX 1&2 (Progress Reports)

Table Number Description Page Number

1.1 Details of motor cycle 3

3.1 Company profile 24

3.2 Nature of business 26

3.3 Royal Enfield bikes in Acclaim motors 27

3.4 Nature of business 27

3.5 List of Royal Enfield bikes in Acclaim motors 28

3.6 Nature of business 30

3.7 List of Royal Enfield bikes in Acclaim motors 31

3.8 Financial analysis of Royal Enfield bikes in 33

3.9 Acclaim motors private limited 35

4.4.1 Chi-square tests 49

4.5.1 Chi-square tests 51

4.5.2 Symmetric measure 52

4.6.1 Chi-square tests 53

4.7.1 Chi-square tests 54

4.8.1 Chi-square tests 55

4.8.2 Symmetric measure 56

Table Number Description Page Number

1.1 The historical background 1

1.2 Motor liberalization 2

4.2 Model of Royal Enfield 38

4.3 Which model you own 39

4.4 Own vehicles 40

4.5 Vehicle service 40

4.6 Recommendation for Royal Enfield Acclaim 41

4.7 Perception of Royal Enfield 41

4.8 Satisfaction level of Royal Enfield company 42

4.9 Satisfaction level of Royal Enfield bullet 42

4.10 Royal Enfield brand 43

4.11 Suggestions to reduce fuel 43

1.1 INDUSTRY PROFILE

3 Automobile Industries in India

 The Historical Background

 Sales details of Motor Cycles in India

2009 17.78 16.41

2010 27.11 27.11

2011 14.71 14.71

2012 2.09 2.09

2013 1.41 1.41

2014 6.05 6.05

2015 -3.42 -3.42

2016 6.48 6.48

2017 6.44 6.44

2018 (Jan-May) 22.44 22.44

BACKGROUND ON THE MOTORCYCLE INDUSTRY (EVOLUTION OF MOTORCYCLE

The First Motorcycle

The British Bikes

ELEMENTS OF THE PERCEPTION: -

THE ABSOLUTE THRESHOLD: -

THE DIFFERENTIAL THRESHOLD: -

INTANGIBILITY: - It is a flat-out term up to now as administrations are concerned, claiming

SEEN QUALITY OF THE PRODUCT: -

SEEN QUALITY OF THE SERVICE: -