A

SUMMER TRAINING REPORT

ON

CUSTOMER SATISFACTION DEFINED

At

Submitted to Jiwaji uni e!"it# Gwa$io! Fo! T%e Pa!tia$ Fu$&i$$ment o& Ma"te! o& 'u"ine"" Admini"t!ation ()*(+*,
Project guide:M!-De end!a Pa$ Sin.% /u"%wa%

faculty guide :-

M !-D%a!mend!a

SUBMITTED BY AJEET /UMAR SING0 M.B.A 3RD SEM

'1M CO22EGE OF MANAGEMENT EDUCATION G3A2IOR

DECLARATION

This is to declare that the Summer Training Report has been accomplished by me and being submitted in partial fulfillment of re uirement for the a!ard of the Degree of Master of Business Administration from ' m Co$$e.e O& Mana.ement Edu4ation Gwa$io! to "i!a#i $ni%ersity& '!alior. The !or( has not been submitted by me any!here else for the a!ard of any degree or diploma. All source of information are based on my on training e)perience and learning

Date5 P$a4e5

AJEET /UMAR SING0 M'A 6RD Seme"te!

CERTIFICATE

This is to certify that M! Ajeet /uma! Sin.% student of MBA 3RD Semester of ' m Co$$e.e O& Mana.ement Edu4ation Gwa$io! has successfully completed his Summer Training dated from +, days and this report is submitted by -im for the completion of the training re uirement under my guidance and super%ision.

Date 5 P$a4e5

m !-D%a!mend!a /u"%wa%

ACKNOWLEDGEMENT

.t is great pleasure for me to put on record my appreciation and gratitude to!ards /lacement and Training 0oordinator ' m Co$$e.e O&
Mana.ement Edu4ation Gwa$io! my special than(s to my respected

faculty M !-D%a!mend!a /u"%wa% for her %aluable support and suggestions for the e)ecution of Summer Training. . than( her for the right direction and pro%iding direction for the completion of my summer training pro#ect.

Date5 P$a4e5

Ajeet /uma! Sin.% M'A 6RD Seme"te!

TA'2E OF CONTENTS
1. -istory of the organi1ation and ob#ecti%e *. 2rgani1ation structure 3. 3inancial performance 4 /osition +. /ersonnel ,. /roduction 5. Mar(eting 6. Strength 4 !ea(ness of organi1ation 7. Suggestion 8. Any other point obser%ed 0hapter 9: .ntroduction 0hapter 9: * Methodology .ntroduction of the pro#ect 1. The study and its ob#ecti%es *. The samples 3. The tools 0hapter 3 Result and Discussion 0hapter +9: suggestion and discussion 0hapter9 , conclusions
References
Anne)ure

0ISTOR7 OF 0ERO 0ONDA

The legend of -ero -onda ;hat started out #oint %enture bet!een -ero group& the !orlds largest bicycle manufacturer and the company of "apans& has today become the !orld<s dingle largest t!o !heelers company .coming in to e)istence "anuary 18& 18+7& -ero Motors limited ga%e .ndia nothing less than are e%aluation on t!o !heelers& the made famous by =fill it shut it and forget it> campaign .Dri%en by the trust of o%er , million customers. The -onda product range today command mar(et share +7? ma(ing it %eritable giant in the industry. Add to that technologic e)cellence& an e)pansi%e dealer net!or(& and reliable after sale ser%ice& and you ha%e one of the customer: friendly companies. This is pro%ided by the company<s o%er the year9 187,.75 1878.8@ 1887.88 1888:@ *@@@.1 *@@@.* *@@@.3 +3@@@ 85&*@@ units units

,& 3@&5@@ units 6&51&*1@ units 1@&*8&,,, units 1+&*,&18, units 15&66&,36 units

0ustomer satisfaction& high uality product& the strength of -onda& technology and the -ero group dynamic helped --MA sales ne! frontiers and e)ceed limits. .n the !ord of Mr. Bri#mohan Aall Mun#al& the chairman and managing Director =!e !ill continue to ma(e afford re uired for the de%elopment& of motorcycle industry& through ne! product de%elopment& technology inno%ation& in%estment in e uipment of facilities and through efficient management> -ero -onda is !orld<s third largest t!o !heeler ma(er. .ndia has the largest number of t!o !heelers in the !orld !ith +1.5 million %ehicles. .ndia has a mi) of 3@ percent automobiles and 6@ percent t!o !heelers in the country. .ndia !as the second largest t!o !heeler manufacturer in the !orld starting in the 18,@<s !ith the birth of automobile products of .ndia BA/.C that manufactured scooters. A/. manufactured the but& another companyD Ba#a# auto ltd. surpassed 5

A/. and remained through the turn of the century from its association !ith /iaggio of .taly Bmanufacturer of Eespa scootersC. The licence ra# that e)isted bet!een the 18+@s to 187@s in .ndia did not allo! foreign companies to enter the mar(et and imports !ere tightly controlled. This regulatory ma1e& before the economic liberali1ation& made business easier for local players to ha%e a seller<s mar(et. 0ustomers in .ndia !ere forced to !ait 1* years to buy a scooter from Ba#a#. The 0E2 of Ba#a# commented that he did not need a mar(eting department& only a dispatch department. By the year 188@& Ba#a# had a !aiting list that !as t!enty:si) times its annual output for scooters. The motorcycle segment had the same long !ait times !ith three manufacturers Royal Enfield& and Escorts. Royal Enfield made a 3,@cc Bullet !ith the only four:stro(e engine at that time and too( the higher end of the mar(et but there !as little competition for their customers. .deal "a!a and Escorts too( the middle and lo!er end of the mar(et respecti%ely. .n the mid:187@s& the .ndian go%ernment regulations changed and permitted foreign companies to enter the .ndian mar(et through minority #oint %entures. The t!o:!heeler mar(et changed !ith four .ndo:"apanese #oint %entures9 -ero -onda& T.ES Ba#a# Fa!asa(i and Finetic Motor 0ompany BFinetic -ondaC. The entry of these foreign companies changed the .ndian mar(et dynamics from the supply side to the demand side. ;ith a larger selection of t!o:!heelers on the .ndian mar(et& consumers started to gain influence o%er the products they bought and raised higher customer e)pectations. The industry produced more models& styling options& prices& and different fuel efficiencies. The foreign companies ne! technologies helped ma(e the products more reliable and !ith better uality. .ndian companies had to change to (eep up !ith their global counterparts. The *@@5 3orbes *@@ Most Respected companies list has -ero -onda Motors ran(ed at 1@7.

Growth -ero -onda e)perienced great gro!th throughout its early days. The Mun#al family started a modest business of bicycle components. By *@@* -ero 'roup had sold 75 million bicycles producing 15@@@ bicycles a day. Today -ero -onda has an assembly line of nine different models of motorcycles a%ailable. .t holds the record for most popular bi(e in the !orld by sales for .ts Splendor model. -ero -onda Motors Aimited !as established in #oint %enture !ith -onda Motors of "apan in 187+& to manufacture motorcycles. .t is currently the largest producer of T!o ;heelers in the !orld. .t sold 3 million bi(es in the year *@@,:*@@5. Recently it has also entered in scooter manufacturing& !ith its model /AEAS$RE mainly aimed at girls. -$GF is the latest offering from the --MA stable.

A -ero -onda HSplendorH bi(e Just-in-Time Manufacturing The -ero 'roup through the -ero 0ycles Di%ision uses #ust:in:time manufacturing. The 'roup boasts of superb operational efficiencies. E%ery assembly line !or(er operates t!o machines simultaneously to sa%e time and impro%e producti%ity. The fact that most of the machines are either de%eloped or fabricated in:house& has resulted in lo! in%entory le%els. .n -ero 0ycles Aimited& the #ust:in:time in%entory principle has been !or(ing since the beginning of production in the unit. This is the "apanese style of production. .n .ndia& -ero is probably the only company to ha%e mastered the art of the #ust:in:time in%entory principle.

Models

-ero -onda Ambition 133 -ero -onda Ambition 13, -ero -onda 0D 1@@ -ero -onda 0D 1@@ SS -ero -onda 0D Da!n -ero -onda Splendor -ero -onda SplendorI -ero -onda Super Splendor -ero -onda 0D Da!n -ero -onda "oy -ero -onda Street -ero -onda 0BJ -ero -onda 0BJ E)treme -ero -onda /assion -ero -onda /assionI -ero -onda /assion /ro -ero -onda Fari1ma -ero -onda -un( -ero -onda /leasure -ero -onda 'lamour -ero -onda Splendor GK'

MI2ESTONE OF 0ERO 0ONDA5+ 7ea! E ent ())* . ())( Bi(e ma(er of the year by o%erdri%e Maga1ine. ;inner of re%ie! *@@:Asia<s leading companies a!ard B+th Ran( Amongst top 1@ .ndian companiesC. Sponsored .ndia& England ;omen<s cric(et series. Sponsored M-ero -onda master golf championship. Entrepreneur of the year a!ard conferred upon chairman& Mr. Bri#mohn Aall by Business standard. Bi(e ma(er of the year by o%erdri%e Maga1ine ;inner of re%ie! *@@:Asia<s leading companies a!ard B8th Ran( Amongst top 1@ .ndian companiesC. /assion model introduced Achie%ed 2M:2ne million productions in one single year. Entrepreneur of the year A!ard conferred upon the chairman& Mr.Bri#mohan Aall by Ernst 4 Loung. =The lea%e A!ard for En%ironment> to -ero -onda by center for social and En%ironment 'reen Rating pro#ect.

())6 ;inner of the re%ie! *@@:Asian leading company A!ard B3 rd Ran( among top 1@ .ndian companyC Most Respected 0ompany in automobile sector by Business ;orld. Bi(e ma(er of the year by o%erdri%e maga1ine

1@

T0E C0AIRMAN5+ '!ijimo%an 2a$$ Munja$+T%e 8in. o& Road The %enerated patriarch and %isionary of the -ero group& Mr. Bri#imohan Aall Mun#al is the first generation entrepreneur !ho stared %ery small and through sheer hard !or( and perse%erance today made this t!o !heelers %enture the Go1t!o !heelers company. T0E STOR7 OF T0E INDOMITA'2E ENTREPRENEUR5+ 2ne the brightest stories of .ndian entrepreneurship began se%enty one Lears ago !hen a si) year old boy uietly !al(ed in to a ne!ly opened 'ur(ul B.ndian %alue based schoolC near his home in Famalia Bno! in /a(istanC determined to again admission instantly. Thus began an e)traordinary saga of Entrepreneurial achie%ement. Today& !e (no! that boy as Bri#mohan Aall Mun#al& the much %enerated /atriarch of the -ero 'roup one of the largest corporation group in country. Bri#mohan Aall inspirations to enter the t!o !heelers !orld come from a desire to pro%e the cheapest from transport for the poorest of the poor. /ost N /artition& Bri#mohan Aall Mun#al and his brother relocated to Audhiana. They had to began from scratch. They set up manufactures of bicycle components .3rom then on there !as no loo(ing bac(. .n typically modest manner B.M.Mun#al accords a great deal of credit for high success to his family and team. -e tra%ersed the road success fallo!ing these P!in4i9$e"5 Trusting his uncanny instincts. A uni ue approach to people None from the heart. Ahead of time& e%ery time. The idea corporate citi1en sho!ing other the !ay. -is leadership and sagacity has earned his great respect and he has personally been responsible for (indling the spirit of entrepreneurship amongst employees !ho today constitute a family of about forty successful Entrepreneurs. 11 his

PRODUCT PROFI2E Fo$$owin. a!e t%e 9!odu4t" o& 0e!o 0onda5 *- S9$endo!: (- /a!i;ma 6- C'< E=t!eme ,- G$amou! >- Pa""ion : ?- CD+Dawn @- P$ea"u!e A- Su9e! S9$endo! B- CD De$u=e *)- A4%ie e! **- 0un8 *(- S9$endo! NCG *6- 9a""ion 9!o *,- 0un8 new *>- 0un8 SP2 Edition SER1ICE STATEMENT 2ur constant Endea%our is support the company<s mandate of pro%iding highest le%el of customer satisfaction by ta(ing care of your motorcycle ser%ice 4 maintenance through our %ast net!or( of more than 1@@@ committed dealer 4 ser%ice outlets spread across the country. 2ur state:of:the:art authori1ed !or(shop ha%e !ell laid out standard for motorcycle ser%icing supported by fully e uipped infrastructure in terms of uality precision instruments &pneumatic tools 4 team of highly trained ser%ice technicians. -a%ing your motorcycle ser%iced at an authori1ed !or(shop ensures highest standards of ser%ice uality. INITIATI1ES 1*

An En%ironment Social& A!are 0ompany At -ero -onda& our goal is not to sell you bi(e& but also to help you e%ery step of the !ay in ma(ing your !orld better place to li%e in. besides its

!ill to pro%ide a high uality ser%ice to all of its customers& -ero -onda ta(es a stand as socially responsible enterprise respectful of its en%ironment and respectful of the important issues. =;e must do something for the community from !hose land !e generate our !ealth>. A famous uote of Mr.Bri#mohan Aall Mun#al& our 0MD. MAINTENANCE SC0DU2ES5 /roper care 4 maintenance are paramount for trouble free operation 4 optimum performance of motorcycle. -ero -onda offers 5 free ser%ices on all its motorcycles. .t should a%ail these ser%ices !ithin a year or as per the belo! mentioned (m rang& !hiche%er is earlier.

13

3irst 3ree Ser%ice

,@@:6,@ (m

Second 3ree Ser%ice

*,@@:*7@@ (m

Third 3ree Ser%ice

,@@@:,,@@ (m

3ourth 3ree Ser%ice

6@@@:6,@@ (m

3ifth 3ree Ser%ice

8@@@:8,@@ (m

Si)th 3ree Ser%ice

11@@@:11,@@ (m

1+

Lou should ensure that each paid ser%ice is a%ailed !ithin 5@ days from date of ser%ice or as per the recommended schedule. SCOPE OF 3ARRANT7 -ero -onda Motors Aimited !arrants all its motorcycle manufactured Oassembled in Dharuhera /lant and 'urgaon /lant& distribution in .ndia and sold through in authori1ed dealers to be free& under normal use and condition& from any defect both in material and !or(manship& sub#ect to fallo!ing term and conditions TERMS AND CONDITION5 a. All -ero -onda motorcycle !arranted for a period of 1* years or 3@@@@(ms from the date of purchase& !hiche%er is earlier .this is !.e.f 1st April*@@1 b. .t is mandatory for the customer to a%ail all free and paid ser%ice as pre the recommended schedule to be eligible for the !arranty benefits. The customer has to ensure that each paid ser%ice is a%ailed !ithin 5@ days from the date of pre%ious ser%ice or as per the recommended schedule. c. .f the defect is obser%ed in any -ero -onda motorcycle& -ero -onda<s only obligation O liability is to repair or replace those partBsC !hich isOare considered to be the cause of malfunction free of charge. d. of both labour and material& !hen -ero -onda ac(no!ledges that such malfunction has not come out of misuse or improper handling etc. Such defecti%e motorcycle should e. be brought to the nearest -ero -onda dealer O authori1ed ser%ice center by the o!ner of necessary inspection 4 subse uent repairs. 2IMITATION OF 3ARRANT75 T%e wa!!ant "%a$$ not a99$#5 .f any of si) ser%ices or subse uent paid ser%ice is not a%ailed as per the recommended schedule gi%en in the o!ner<s manual. .f -ero -onda recommended engine oil is not used. 1,

To normal !are 4 tear components li(e bulbs &electrical& !iring& filter& spar( plugs &clutch plates& bra(e shoes&fasteners&shims& !ashers& oil sales & .f there is any damage due to the modification or fitting of accessories other than the one other than the ones recommended by -ero -onda .t the motorcycle has been used in any competiti%e e%ent li(e trac( races or rallies. .f there is any damage to printed surface due to industrial pollution or other e)traneous factors.

3or claim made for any conse uential damage due to any pre%ious malefaction. 3or normal phenomenon li(e noise& %ibration& oil seepage& !hich due to effect the performance of the motorcycle. .f there is any damage caused due to usage of improper oil& grease& non genuine parts. The motorcycle !hich ha%e been used for any commercial purpose as ta)i etc. 3or maintenance repaired due to misuse !hile of dri%ing or due to adulteration of oil& petrol or due to bad road condition. 3or consumables li(e oil& grease& etc used during !arranty repair.

3ARRANT7 ON PROPRIETAR7 ITEM ;arranty on proprietary item li(e tyres& tubes 4 battery etc !ill be directly handled by the respecti%e 2riginal E uipment Manufacturers B2EM<sC e)cept AM02 for batteries 4 DunlopO3alcon of tyers& tubes. .n case of any defect in proprietary item& other than the abo%e t!o mentioned 2EM<s official dealer of the respecti%e manufactures. the dealer must approach to the brand

15

3or AM02 battery 4 Dunlop O3alcon tyers& tubes claim !ill be accepted at Authori1ed DealershipO ser%ice center& !.e.f 1st May *@@* as pre the manually agreed term 4 conditions bet!een -ero -onda 4 those t!o 2EM<s. ;hile for other 2EM<s in case the claim is not accepted for any in%alid reason& then the claim along !ith the refused note from the 2EM can be send to the !arranty section 'orgaon plant after due recommendation of the area ser%ice engineer. SPARES FEATURES D 'ENEFITS5 The /erformance 4 Safety of the bi(e not only depends up on the !orld class designer 4 !or(manship assured by -ero -onda but also on the parts being used in the assembly line. E%en the first components manufactured need replacement from time to time .And to ensure the continued impeccable. /erformance of %ehicle& the spare part should also be made replaced as good as the components fitted by -ero -onda. As responsible -ero -onda bi(e o!ner& !e recommended that for your safety long life& high performance of the bi(e& use only -ero -onda genuine part. To identify a -ero -onda genuine parts !e ha%e a differentiator !ith us& a hologram& !hich comes !ith special security features 4 %ery simple for a customer to identify a genuine& 4 a non genuine spare parts. 2ur each pac(ing hologram !hich can he identified by the features li(e 3D E33E0T EK/AGD.G' 4 S-R.GF.' E33E0T F.GET.0 E33E0T.

SA2ES PROCESS5+ 1C ;hen a customer !al(s into our sho!room& the receptionist !ill greed himOher 4 lead to a sale e)ecuti%e. *C 2n introduction of the sale e)ecuti%e !ill ta(e the customer& to the selection room 4 sho! the %arious modals displayed treat 4 e)plain in detail the salient feature of each

16

modal. Ans!er all the ueries& if any of the customers. The customer should be offered a test dri%e of the bi(e of herOhim choice 4 if heOshe e)press the desire to test dri%e a test arranged ta(ing all necessary care. 3C After this& the sales e)ecuti%e !ill ta(e the customer to the !or( shop 4 sho! himOher the %arious infrastructure ser%ice facilities in the !or(shop beside the uality of the ser%ice !e render. Also e)plain that& because of the uality ser%ice reporting are the highest in the entire Gorth:Farnata(a< and !e surpassed our competitor in all respectsD and !e are the number one dealers in 'ulbarga. +C Bring customer bac( to the sales counter and offer himOher a cup of tea and ta(e do!n the name and address in the en uiry register. Go!& the sales process beginsD and during the process price of %arious models& .nsurance T.R& /.R& /MS& passport etc. should be e)plained to the customer in detail. Also en uire in to as to !hether heOshe intends to buy by cash or !ould go in the finance assistance. .n the latter case& offer the ser%ice of financial himOher. ,C All out efforts should be made to sell the product by persuading the customer !ithout offering free accessoriesD and should offered fail accessories may be offered free of cost. Gormally& e%ery customer ta(e free Naccessories offer for granted and as(s for compliment Ocash discount etc. .n that e%entuality the A.S.M should be consulted and as the last resort not loose the sale the A.S.M duly consulting !ith '.M may ta(e suitable decision and stri(e do!n the deal. The deli%ery of compliments and payment of cash discount should be made in the. 0hamber of '.M and through him. This !ill a%oid a situation !here e%ery buyer putting forth a similar demand. institution representati%e stationed in our sho!room. During the process from inter:act !ith customer and gi%e himOher an impression that you are caring dri%e should be

17

5C ;hen sale of motorcycle BM.0C is o%er& the customer should be ta(en to the cashier for payment of cashOdo!n payment D.DO0he ue etc. as the case isD and all assistance should be rendered to himOher to complete this formality. 6C 2nce this formality is o%er& the customer should be ta(en to the selection room and heOshe be gi%en a free hand in selecting the motorcycle of hisOher choice. After selection of motorcycle& 0hassis and engine number of the motorcycle should be noted do!n& besides informing the /2. in charge to 7C 'et the motorcycle ready in all respects study fitting the accessories as agreed to at the time of sale. 8C The customer is brought to the passport e)ecuti%e for brief again on the passport and its ad%antages by the passport e)ecuti%e. During this process effort should be made to 0on%ince the customer to go in for passport and formalities be completed& should the customer get con%inced. 1@C Go!& the customer should be ta(en to the documentation assistant& to complete the formality of T.R& /.R.& .nsurance co%er note& .n%oice& Sale letter and gate pass issuance etc. A copy of .n%oice is gi%en to the customer& if heOshe demands Bin norm all course the customer gets these document on the ne)t !or(ing dayC. ;ith gate pass the customers be brought the passport e)ecuti%e for issuance of ser%ice boo( and !arranty card. The customer should be no! ta(en to the !or(shop again and he should be introduced to the !or( manager !ho !ill brief himOher on the ser%ice matter during under !arranty& post !arrant and /MS. By this time& the motorcycle !ith the (ey !ill be handed o%er congratulating himOher on possessing a !orld class product. A3ARDS D ACCO2ADES5 Awa!d" and Re4o.nition to 0e!o 0onda Moto!" 2imited5+ ())> 18

 ()), ())6

0onsumer A!ards *@@, : .ndiaPs most preferred t!o:!heeler brand by 0GB0 in the PAutomobilesP category Bi(e Ma(er of the Lear A!ard by 2%erdri%e Maga1ine .0;A. Gational A!ard for E)cellence BSecondC in 0ost Management *@@+ in the pri%ate sector category by .0;A. 1@th Motilal 2s!al ;ealth 0reator A!ard for as the most consistent !ealth creator for the period 1881:*@@, ;inner of the Re%ie! *@@ N Asia<s Aeading 0ompanies A!ard B3rd Ran( amongst the top 1@ .ndian companiesC 'E0 Ae%el 1 B-ighest RatingC by 0R.S.A for corporate 'o%ernance Ad#udged as the Best Ealue 0reator N Aarge Si1e 0ompanies *@@3:@+ by the 2utloo( Money 0orporate E)cellence A!ard *@@+ by .ndian .nstitute of Materials Management Ad#udged as the 2rgani1ation !ith .nno%ati%e -R /ractices by -T /o!er "obs for -R E)cellence .0S. Gational A!ard for E)cellence in 0orporate 'o%ernance *@@+ by the .nstitute of 0ompany Secretaries of .ndia ;inner of the Re%ie! *@@ N Asia<s Aeading 0ompanies A!ard B3rd Ran( amongst the top 1@ .ndian companiesC Most Respected 0ompany in Automobile Sector by Business ;orld

Bi(e Ma(er of the Lear by 2%erdri%e Maga1ine 0ERO 0ONDA PASSPORT PROGRAMMER5 The -ero -onda passport is an initiati%e design especially for customer .A first of its (ind =customer Relationship program> in the .ndia t!o !heelers industry this uni ue program is !ay of the saying that customer are special to company. .t is part of an effort to build strengthen

*@

the relationship bet!een company that begins !hen customer start using a -ero -onda motorcycle.

ORGANISATION PROFI2E S-R. EEGFATES- A$T2M2T.EES9 A$T-2$R.ESED DEAAEARS 23 -ER2-2GDA '$ABAR'A STARTED 9 32$GDER 9 T$RG2EER 23 *@@7:*@@89 SAAES 23 *@@7:*@@89 ADDRESS 9 "$GE: *@@@ FR.S-GARA".B.F$AFARG. *, 0R2RES 6,@@ M2TER0L0AES S-R. EEGFATES- A$T2M2T.EE STBT R2AD'$ABAR'A:,7,1@, FARGATAFA /-9 @7+6*:**8355 &*5@3+1

ORGANISATION C0ART

0hair person BpartnersC

*1 'eneral Manager -ead ;or( ;or( Mechanics Mechanics super%isor Manager

Sales E)ecuti%es Accounts Department Spar /art Department

Sales Department

Ser%icing Department

ORGNISATION DEPARTMENTS

Sales Department **

 Ser%ice Department Deli%ery Department RT2 !or( Department Spare part Department -.R. Department SA2ES DEPARTMENT5 .n this department all the matters regarding sales4 purchases are handled. -ere sales e)ecuti%e meet the customer 4 brief them !ith the all the details re uired information. -ere sales e)ecuti%e gi%es uotations& brief description about the re uired bi(e model.

Finan4ia$ 9e!&o!man4e D Po"ition

3o!8 Mana.e!

*3

3o!8 Su9e! i"o!

0ead Me4%ani4"

MEC MEC MEC MEC C MEC .n this department all the matters regarding ser%ice 4 repair are ta(en care. This department is C !ell structured !or( super%isor address the problem 4 gi%es the customer deli%ery time then he passes the !or( slip to head mechanic. Then head mechanics distributes the !or( !ith the mechanics teams. And problem sal%ing process is carried out. De$i e!# Se4tion5 .n this section deli%ery of ne! bi(es are gi%en to the customers. -ere order is recei%ed by deli%ery section in charge !ere he cross chec(s the document produced by the customer then he gi%es the (eys of the bi(e to the customer. -ere customer can ha%e test ride of bi(es 4 can select the bi(e. RTO wo!8 de9a!tment5 .n this department all the matters regarding issuing of temporary registration& temporary insurance& temporary passing of ne! bi(es are handled. All the necessary paper !or( re uired for temporary passing is handled in this department. S9a!e 9a!t de9a!tment5 .n this department spare part re uired by mechanics are stored. And issued on re uirement of the mechanics !hen necessary. .n this department large stoc( of -ero -onda spare part are stored to a%oid customer incon%enience. -$MEAG RES2$RSES9 .n this department maintain the all human bodies. And select the employee.

Pe!"onne$

*+

SER1ICE D MAINTENANCE SC0EDU2E 2ur constant endea%our is to support the companyPs mandate of pro%iding highest le%el of customer satisfaction by ta(ing good care of your t!o:!heeler ser%ice and maintenance through our %ast net!or( of more than *1@@ committed Dealers and Ser%ice outlets spread across the country. 2ur state:of:the:art authorised !or(shops ha%e !ell laid out standards for t!o: !heeler ser%icing !ith fully e uipped infrastructure ha%ing uality precision instruments& pneumatic tools and a team of highly trained ser%ice technicians. -a%ing your t!o:!heeler ser%iced at an authorised !or(shop ensures highest standards of ser%ice uality and reliability.

Se! i4e

S4%edu$e

-ero -onda offers free ser%ices on all its t!o:!heelers. Lou should a%ail these ser%ices !ithin the stipulated conditions of time period or (m range& !hiche%er condition gets satisfied earlier from the date of purchase. After the completion of free ser%ices or its %alidity period you must continue a%ailing paid ser%ices as per the recommended ser%ice schedule.

Service

Schedule:

*,

T#9e o& F!ee Se! i4e

1 st

* nd

3 rd

+ th

, th

5 th

1a$idit# /m" t%e 9u!4%a"e date

in &!om ,@@ : *,@@ o& 6,@ *7@@ : ,@@@ ,,@@ : 6@@@ 6,@@ : 8@@@ 8,@@ : 11@@@ 11,@@ :

1a$idit# date 9!e iou" "e! i4e

in o& 5@ 1@@ 1@@ 1@@ 1@@ 1@@

Da#" &!om t%e

Each /aid Ser%ice needs to be a%ailed after e%ery *@@@ Paid Se! i4e (ms or 5@ days from the pre%ious ser%ice& !hiche%er is earlier.

Service

Schedule:

*5

T#9e o& F!ee Se! i4e

1 st

* nd

3 rd

+ th

, th

5 th

1a$idit# /m" t%e 9u!4%a"e date

in &!om ,@@ : *,@@ o& 6,@ *7@@ : ,@@@ ,,@@ : 6@@@ 6,@@ : 8@@@ 8,@@ : 11@@@ 11,@@ :

1a$idit# Da#" t%e 9u!4%a"e date

in &!om EA0- 3REE SERE.0E .S EAA.D 32R 35, DALS o& 3R2M T-E DATE 23 /$R0-ASE

Each /aid Ser%ice needs to be a%ailed after e%ery *@@@ Paid Se! i4e (ms or 5@ days from the pre%ious ser%ice& !hiche%er is earlier.

Service

Schedule:

*6

T#9e o& F!ee Se! i4e

1 st

* nd

3 rd

+ th

, th

5 th

1a$idit# /m" t%e 9u!4%a"e date

in &!om ,@@ : *,@@ o& 6,@ *7@@ : ,@@@ ,,@@ : 6@@@ 6,@@ : 8@@@ 8,@@ : 11@@@ 11,@@ :

1a$idit# date 9!e iou" "e! i4e

in o& 5@ 1@@ 1@@ 1@@ 1@@ 1@@

Da#" &!om t%e

Each /aid Ser%ice needs to be a%ailed after e%ery *@@@ Paid Se! i4e (ms or 5@ days from the pre%ious ser%ice& !hiche%er is earlier.

Service

Schedule:

*7

T#9e o& F!ee Se! i4e

1 st

* nd

3 rd

+ th

, th

5 th

1a$idit# /m" t%e 9u!4%a"e date

in &!om ,@@ : *,@@ o& 6,@ *7@@ : ,@@@ ,,@@ : 6@@@ 6,@@ : 8@@@ 8,@@ : 11@@@ 11,@@ :

1a$idit# date 9!e iou" "e! i4e

in o& 5@ 1@@ 1@@ 1@@ 1@@ 1@@

Da#" &!om t%e

Each /aid Ser%ice needs to be a%ailed after e%ery *@@@ Paid Se! i4e (ms or 5@ days from the pre%ious ser%ice& !hiche%er is earlier.

Service

Schedule:

*8

T#9e o& F!ee Se! i4e

1 st

* nd

3 rd

+ th

, th

5 th

1a$idit# /m" t%e 9u!4%a"e date

in &!om ,@@ : *,@@ o& 6,@ *7@@ : ,@@@ ,,@@ : 6@@@ 6,@@ : 8@@@ 8,@@ : 11@@@ 11,@@ :

1a$idit# date 9!e iou" "e! i4e

in o& 5@ 1@@ 1@@ 1@@ 1@@ 1@@

Da#" &!om t%e

Each /aid Ser%ice needs to be a%ailed after e%ery *@@@ Paid Se! i4e (ms or 5@ days from the pre%ious ser%ice& !hiche%er is earlier.

/roduction

3@

0e!o 0onda C'< C+TREME i" wa!!anted &o! a 9e!iod o& 6 #ea!" o! ,)F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e-

0e!o 0onda /a!i;ma i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e

0e!o 0onda A4%ie e! i" wa!!anted &o! a 9e!iod o& 6 #ea!" o! ,)F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e

0e!o 0onda G$amou! FI i" wa!!anted &o! a ,)F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e

9e!iod

o&

#ea!"

o!

0e!o 0onda G$amou! i" wa!!anted &o! a 9e!iod o& 6 #ea!" o! ,)F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e

31

0e!o 0onda Su9e! S9$endo! i" wa!!anted &o! a 9e!iod o& 6 #ea!" o! ,)F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e-

0e!o 0onda Pa""ion P$u" i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e-

0e!o 0onda S9$endo!: i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e

0e!o 0onda P$ea"u!e i" wa!!anted &o! a 9e!iod o& ( #ea!" o! (,F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e-

0e!o 0onda CD De$u=e i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e

0e!o 0onda CD Dawn i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)F))) 8m"F w%i4%e e! i" ea!$ie!F &!om t%e date o& 9u!4%a"e

3*

Mar(eting

.n this department all the matters regarding sales4 purchases are handled. -ere sales e)ecuti%e meet the customer 4 brief them !ith the all the details re uired information. -ere sales e)ecuti%e gi%es uotations& brief description about the re uired bi(e model.

33

FINANCIA2 PERFORMANCE

3+

Mar '12 1* mths Sources 2f 3unds Total Share 0apital E uity Share 0apital Share Application Money /reference Share 0apital Reser%es Re%aluation Reser%es Get!orth Secured Aoans $nsecured Aoans Total Debt Total Aiabilities 38.8+ 38.8+ @.@@ @.@@ +&*+8.78 @.@@ +&*78.73 88+.7, @.@@ 88+.7, ,&*7+.57 Mar P1* 1* mths Application 2f 3unds 'ross Bloc( Aess9 Accum. Depreciation Get Bloc( 0apital ;or( in /rogress .n%estments .n%entories Sundry Debtors 0ash and Ban( Balance Total 0urrent Assets Aoans and Ad%ances 3i)ed Deposits Total 0A& Aoans 4 Ad%ances Deffered 0redit 0urrent Aiabilities /ro%isions Total 0A 4 /ro%isions Get 0urrent Assets Miscellaneous E)penses Total Assets 0ontingent Aiabilities Boo( Ealue BRsC 5&3@7.*5 *&,**.6, 3&67,.,1 183.8, 3&85+.*5 56,.,6 *6*.31 ,5.1@ 1&@@3.87 8*5.88 *@.6* 1&8,1.58 @.@@ 3&,*@.55 1&@8@.@6 +&51@.63 : *&5,8.@+ @.@@ ,&*7+.57 *,*.5* *1+.73

Mar '11 1* mths 38.8+ 38.8+ @.@@ @.@@ *&815.1* @.@@ *&8,5.@5 1&+,7.+, 3*.61 1&+81.15 +&++6.** Mar P11 1* mths ,&,37.+5 1&+,7.17 +&@7@.*7 1*,.1+ ,&1*7.6, ,*+.83 13@.,8 +6.6, 6@3.*6 673.+7 *3.66 1&,1@.,* @.@@ ,&315.+@ 1&@71.@6 5&386.+6 :+&775.8, @.@@ +&++6.** 131.8@ 3, 1+7.@3

Mar '10 1* mths 38.8+ 38.8+ @.@@ @.@@ 3&+*,.@7 @.@@ 3&+5,.@* @.@@ 55.@3 55.@3 3&,31.@, Mar P1@ 1* mths *&6,@.87 1&@8*.*@ 1&5,7.67 +7.1+ 3&8*,.61 +35.+@ 1@7.38 1&753.+7 *&+@7.*6 +37.+5 +3.63 *&78@.+5 @.@@ 3&85,.58 1&@*5.3, +&88*.@+ :*&1@1.,7 @.@@ 3&,31.@, 63.@+ 163.,*

St!en.t% D wea8ne"" o& o!.ani;ation

St!en.t% 1.Strong brand name and huge mar(et *.E)cellent distribution through franchisees 3.Most reliable for .ndian roads as it re uires lo! maintenance +.'ood mileage 3ea8ne"" 3ocuses on #ust mileage and no po!er O99o!tunit# 1. E)pansion in rural and tier:* cities *. .nno%ations in technology T%!eat" 1. Ge! entrants *. 0ompetitors 3. Ao! cost bi(es

35

C%a9te! 5+ Int!odu4tion

36

Int!odu4tion
CUSTOMER SATISFACTION DEFINED. The reason for a business firm to come into being is the e)istence of a customer !ho has unfilled needs and !ants. -ero -onda has ad%antage of ha%ing the !idest product range in all mar(et segments in !hich it operates& putting itself in a uni ue position of pro%iding #ust product& but the best economic solution to their customer thus fulfilling the unfilled needs. -ero -onda (eeps itself abreast of the ne! and emerging technologies and adopting them to deli%er high uality and high performance %ehicles to their end

customers. 0ustomer satisfaction has been conceptuali1ed in se%eral !ays. .t consists of e)pectations& performance interaction& pleasuredOdispleasure& and the e%aluation of the benefits of consumption.

0onsumer satisfaction is result of confirmation of e)pectation. -ero -onda has been focusing on the impro%ement 4 E)cellency in processes& !hich it uses to satisfy there to accomplish& this it has focused on impro%ing customer: orientation and %alue chain integration. Thus meeting of customer e)pectation.

37

MODE23ISE 3ARRANT7 DETAI2S 3ARRANT7 PO2IC7

S4o9e o& 3a!!ant# -ero -onda Motors Aimited !arrants all its t!oN!heelers manufacturedOassembled in Dharuhera /lant and 'urgaon /lant& distributed in .ndia and sold through its authorised dealers to be free& under normal use and condition& from any defect both in material and !or(manship& sub#ect to the follo!ing terms and conditions. Te!m" and Condition" 1. All -ero -onda t!o:!heelers are !arranted for a certain period specified in terms of time and (ms from the date of purchase& !hiche%er term gets satisfied earlier. *. .t is mandatory for the customer to a%ail all free and paid ser%ices as per the recommended schedule to be eligible for the !arranty benefits. 3. .f a defect is obser%ed in any -ero -onda t!o:!heeler& -ero -ondaPs only obligationOliability is to repair or replace those parts !hich isOare considered to be the cause of malfunction free of charge of both labour and material& !hen -ero -onda ac(no!ledges that such malfunction has not come out of misuse or improper handling etc. such defecti%e t!o:!heeler should be brought to the nearest -ero -onda dealerOauthorised ser%ice centre by the o!ner for necessary inspection and subse uent repairs.

2imitation" o& 3a!!ant# The !arranty shall not apply9 .f any of the free ser%ices or subse 38 uent paid ser%ice is not a%ailed as per the !e4ommended "e! i4e "4%edu$e gi%en in the o!nerPs manual.

.f -ero -onda !e4ommended en.ine oi$ is not used.

C%a9te! 5+ ( Met%odo$o.#

+@

Met%odo$o.#
Re"ea!4% met%odo$o.#9:

Data "ou!4e

P!ima!# G&ie$d Su! e#H Se4onda!# Data GInte!netH-

Area of research Research approach Research instrument Sample plan Sample unit Sampling method Sample si1e

'ulbarga city. Sur%ey Method. Questionnaire. /ersonal inter%ie!. T!o !heeler o!ners. 0on%enience sampling. 1@@ customers.

+1

INTRODUCTION The .ndian t!o !heelers industry has gro!n from meager 8@@ %ehicle in 18,@ to staggering figure o%er1.,million %ehicles in 1877& !ith petrol price costing eight times as much as 1, years ago& fe! persons no! a days afford to maintain a car .The opinion is either to o!n t!o !heeler or a%iate for public transportation system .But the ser%ice offered by public transport in different cities& by and large had deteriorated and thus co%alence and independent in tra%eling short distance it is also a status symbol of the middle class people are urban and semi:urban region. Beyond 18,@<s the motorcycle !ere manufactured in our country itself by using simple technology lo! engine capacity etc.After187@<s !hen the go%ernment introduces liberal import licensing policy the -ero group made collaboration !ith -onda 'roup of "apan and started !ith the name -ero -onda a successful t!o !heeler manufacturing company .after the collaboration the

company had increased its %ehicle 00 capacity& engine capacity and mileage and they enter in to four stro(e and today they are the .ndia<s Go1.Manufacturer of t!o !heelers.

+*

Re"ea!4% P!o9o"a$ The research !ill be conducted to gather information from 1@@ respondents 4 a structured uestionnaire !ill be used to collect the information from the respondents. The data !hich is collected from them !ill be analy1ed and classified. Tit$e A study on the post sales ser%ice of the -ero -onda Motor 0ycle on customer satisfaction at Een(atesh automoti%es 'ulbarga to impro%e uality of ser%ice. Mana.ement 9!ob$em To determine the customer satisfaction le%el to!ards the ser%ices of to Een(atesh automoti%es 'ulbarga impro%e their uality of ser%ices. Re"ea!4% P!ob$em .n this the research problem is to understand !hether the customers are satisfied !ith their ser%ices or not. .f not then to find ho! they can impro%e their ser%ice uality to satisfy their customer.

+3

Obje4ti e To analy1e %arious post sales ser%ice pro%ided by Een(atesh Automoti%es To determine customer satisfaction le%el based on post sales ser%ice pro%ided. To understand the beha%ior of the staff !ith customers. To suggest measures to impro%e customer satisfaction and impro%e uality of ser%ice. Sou!4e" o& data P!ima!# data5 This data !ill be collected directly from respondents by personnel inter%ie! through uestionnaire. Se4onda!# data5 This data is generally de%eloped and published for some purpose other than for helping to sol%e the problem at hand. .n this study the secondary data is collected from interaction and discussions !ith officials At Een(atesh Automoti%es Authori1ed dealers R 'ulbarga. 4 also this data collect from Maga1ines& ;ebsites of the firm -ero -onda. Iue"tionnai!e A structured uestionnaire !ill designed to collect the data from the

respondents. Before collecting the data a pilot sur%ey of 1@ respondents !ill be

++

done to (no! the accuracy of the uestionnaire and to (no! the uestions !hich can be easy to understandable by the respondents. After this sur%ey the corrections !ill made. And used to collect information from 1@@ respondents from %arious areas in 'ulbarga city. Met%od o& Sam9$in. Po9u$ation5 .ndi%iduals !ho buy -ero -onda motor 0ycles fromEen(atesh Authori1ed Dealers Sam9$e F!ame5 .ndi%iduals !ho buy -ero -onda motor 0ycles from Een(atesh Authori1ed Dealers E=tent5 'ulbarga TimeEPe!iod o& t%e "tud#5 1,:@5:*@@8to 1,:@7:*@@8. Sam9$e unit5 .ndi%iduals BBusinessman& Students& /rofessionals&C Sam9$e Met%od5 non:probability sampling& 0on%enience sampling method. Sam9$e "i;e5 1@@ respondents. Mea"u!ement Te4%niJue

During this research uestionnaire is used as measurement techni ues for obtaining information directly from the respondents. Ana$#"i" o& t%e Data

+,

.n this study the relationship bet!een independent %ariable and independent %ariables are e)pressed in the form of percentage of the total population and the data is analy1ed by using S/SS Soft!are.

C%a9te! 6 Re"u$t and Di"4u""ion

+5

I*- Do #ou own a 0e!o 0onda Moto!4#4$eK

Mode$" Splendor /assion 0BJ 2ther TOTAL

Re"9ondent 35 3* 1@ ** *))

Pe!4enta.e GLH 35? 3*? 1@? **?

PERSENTAGE 40 30 20 10 0 spl pass 10 36 32 22

CBZ

Others

Interpretation
+6

As from the abo%e graph it is clear that all 1@@ respondents are ha%ing different -ero -onda bi(es. Q*. Do you come for ser%ice !ith appointmentS

Respondent !ith opp !ithout opp 5, 3,

percentage? 5,? 3,?

80 60 40 20 0

65 35 PERSENTAGE

with pp

with !t pp

Interpretation

+7

The abo%e graph clearly sho!s that 5,? of the respondents come for ser%icing of their -ero -onda bi(es !ith prior appointment and remaining 3,? of the respondents come !ithout prior appointment.

I6- A!e #ou awa!e o& tota$ numbe! o& &!ee "e! i4e" o&&e!ed b# 1en8ate"% Dea$e!"K

Respondent LES G2 Total 8+ + 1@@

percentage? 8+? +?

PERSENTAGE "6

100 50

4 0 #ES NO

Interpretation
+8

3rom the abo%e graph its clear that ma)imum number of the respondents that is 85? of the respondents are a!are about the total number of free ser%ices offered by and only +? of the respondents don<t (no! or una!are about this. I,- Do #ou 8now t%e a!iou" "ub "e! i4e" 9!o ided du!in. &!ee "e! i4e"K Respondent LES G2 Total 67 ** 1@@ percentage? 67? **?

PERCENTAGE% $8 80 60 40 20 0 #es N 22

Interpretation As from the abo%e graph its seem that ma)imum number of the customers of the Een(atesh Automoti%es that is 67? of respondents
,@

are a!are about

%arious sub ser%ices pro%ided in each free ser%ice. 2nly **? of respondents are una!are about %arious sub ser%ices.

I>- 0ow wa" t%e a99!oa4% o& t%e "ta&& du!in. "e! i4e"K Respondent E)cellent 'ood 3air Bad *@ *8 +8 * percentage? *@? *8? +8? *?

PERSENTAGE 50 40 30 20 10 0 4" 2" 20 2 E%ele&t G ' (air Ba'

Interpretation As from the abo%e graph its seem that ma)imum number of the customers of the Een(atesh Automoti%es that is +8? of respondents
,1

are feel that the

approach of the staff during ser%ice is 3air that is not satisfactory or dissatisfactory. And *8? of the respondents feels that the beha%ior the staff is good and *@? of the respondents feels that the beha%ior is e)cellent and remaining *? are feels it is bad. I?- Did t%e# de$i e! #ou! e%i4$e on timeK Respondent Les Go Total 38 51 1@@ percentage? 38? 51?

PERSENTAGE

80 60 40 20 0 #es N 3"

61

Interpretation

,*

The abo%e graph clearly sho!s that 51? of the respondents ha%e not get their bi(e on time that is they did not get timely deli%ery and remaining 38? of the respondents feels that they ha%e got timely deli%ery.

I@- Du!in. "e! i4in. o& #ou! e%i4$e a$$ #ou! 4om9$aint" we!e add!e""ed 9!o9e!$#K Respondent Les Go Total 85 + 1@@ percentage? 85? +?

PERSENTAGE "6

100 50

4 0 #es N

Interpretation
,3

As from the abo%e graph its seem that ma)imum number of the customers of the Een(atesh Automoti%es that is 85? of respondents respect to addressing their problems or sol%ing their problems. IA- 3%i4% &a4to!" #ou wi$$ 4on"ide! mo"t w%i$e .i in. #ou! e%i4$e &o! "e! i4e at 1en8ate"% Automoti e"K Respondent 'ood Ser%ice Timely Deli%ery Staff Beha%ior A%ailability of spare parts Total ,@ *@ 1* 17 1@@ /ercentage? ,@? *@? 1*? 17? are satisfied !ith

PERSENTAGE 50 40 30 20 10 0 50

20 12

18

GS

T)

SB

ASP

Interpretation

,+

As from the abo%e graph its seem that the %arious factors they consider !hile gi%ing their bi(es for ser%icing. ,@? of respondents consider good ser%ice and *@? of respondent consider timely deli%ery and 1*? consider the staff beha%ior and remaining 17? consider a%ailability of spare parts. B- I am "ati"&ied wit% t%e a&te! "a$e" "e! i4e" 9!o ided at 1en8ate"% Automoti e"K Respondent 15 5+ 15 + 1@@ /ercentage? 15? 5+? 15? +?

0ompletely Satisfy 3air Dis satisfy Total

PERSENTAGE 80 60 40 20 0 16 * +pl sat 16 4 ,air )is sat 64

Interpretation

,,

As from the abo%e graph its seem that ma)imum number of the customers of the Een(atesh Automoti%es that is 5+? of respondents satisfied !ith the post sales ser%ice of the Een(atesh Automoti%es and 15? of respondents completely satisfied and 15? of the respondents feels the post sales ser%ice is fair and remaining +? of the respondents are dissatisfied. I*)- T%e 9aid "e! i4e at 1en8ate"% Automoti e" i"K

Respondent 0heap Moderate 0ostly Total 15 5* ** 1@@

/ercentage? 15? 5*? **?

PERSENTAGE 80 60 40 20 0 16 *heap + 'erate 22

62

* stl-

,5

Interpretation As from the abo%e graph its seem that 5*? of the respondents feels that the paid ser%ice at Een(atesh Automoti%es is moderate and **? feels the paid ser%ice is costly and remaining 15? of the respondents feel the paid ser%ice is cheap.

Q11- Do #ou want to 9!e&e! &o! &utu!e 9aid "e! i4e at 1en8ate"% Automoti e"K

Respondent Les Go Total +7 ,* 1@@

/ercentage? +7? ,*?

PERSENTAGE 52 52 50 48 46 #es N
,6

48

Interpretation The abo%e graph clearly sho!s that +7? of the respondents !ants to gi%e or prefer future paid ser%ice at Een(atesh Automoti%es and remaining ,*? don<t prefer future paid ser%ice.

0hapter +9: suggestion and discussion

C%a9te! ,5+ "u..e"tion and di"4u""ion

,7

Su..e"tion" 1. Ma)imum number of the respondents is una!are of the total number of sub ser%ices !hich Een(atesh automoti%es are pro%iding. So it is suggest that in Een(atesh automoti%es ser%ice station they should stic( a pamphlet or hoarding !hich gi%es information about sub ser%ices. *. Gearly half of the respondents feel that the beha%ior of the staff is fair. So it suggests that the beha%ior is also a part of the ser%ice so the staff member should beha%e !ell and maintain good relationship !ith the customers to impro%e their ser%ice uality. 3. More than half of the respondents did not get deli%ery of bi(es on time. This sho!s that customers are not satisfied !ith

+. respect to this. So it suggests that maintain timely deli%ery of their bi(es to satisfy the customers.
,8

,. Ma)imum numbers of respondents belie%e that the paid ser%ice at Een(atesh automoti%es is moderate and nearly half of them don<t !ant to gi%e their bi(es for paid ser%ice because they did not find any difference bet!een local garages and in their ser%ice station. So is suggesting them to gi%e ad%ertisement !ith regards to paid ser%ices.

CONC2USION The -ero -onda is the Go.1 t!o:!heeler company in .ndia !hich produces !ide %ariety of products !ith different models& aesthetics etc& by !hich it has captured a large mar(et share in t!o:!heeler mar(et. 3rom this sur%ey it !as found that the o%erall performance of the Een(atesh automoti%es is good. And ma)imum numbers of the customers are satisfied !ith their post sales ser%ice.

5@

REFERENCE REFERENCE 'OO/S 1. MARFET.G' RESEAR0*. 02GS$MER BE-AE.2R 3E'SITE *- www-%e!o%onda-4om(- www-.oo.$e-4om Tull and -a!(ins. Schiffman 4 Fanu(

51

Iue"tionnai!e
This is an anonymous sur%ey B/lease do not mention your nameC Dear Respondent& Than(ing in Ad%ance. /lease tic( B C mar( for ans!er. 1. Do you o!n a -ero -onda motor cycleS B1CLes *. .f yes !hich modelS 3. -o! often you go for ser%icingS +. Do you come for ser%ice !ith appointmentS B1C;ith appointment Automoti%esS
5*

B*C Go

B*C !ithout appointment

,. Are you a!are of total no of free ser%ices offered by Een(atesh

B1C Les B1C Les B1C E)cellent B+C Bad B1C Les

B*C Go B*C Go B*C 'ood B,C Eery bad B*C Go B3C 3air

5. Do you (no! the %arious sub ser%ices pro%ided during free ser%icesS 6. -o! !as the approach of the staff during ser%icesS

7. Did they deli%er your %ehicle on timeS

8. During ser%icing of your %ehicle all your complaints !ere addressed properlyS B1C Les Een(ateshS B1C 'ood ser%ice B3C Staff Beha%ior B*C Timely Deli%ery B+C A%ailability of spare B,Cothers B*C Go 1@.;hich factor you !ill consider most !hile gi%ing your %ehicle for ser%ice at

11.. am satisfied !ith the after sales ser%ice pro%ided at Een(atesh Automoti%esS B1C 0ompletely satisfied B3C 3air B,C completely dis satisfied. 1*..f you are not satisfiedS 'i%e reasons B*C satisfied B+C Dis satisfied

13.The paid ser%ice at Een(atesh isS

53

B1C 0heap

B*C Moderate

B3C 0ostly

1+.Do you !ant to prefer for future paid ser%ices at Een(atesh Automoti%esS B1C Les 1,..f Go !hyS 'i%e reasons B*C Go

15.Any suggestions to impro%e uality of ser%ice at Een(atesh Automoti%esS

5+