“PROJECT REPORT

ON

BRAND PREFERENCE

OF

TWO WHEELER”
Submitted to M.D University, Rohtak in partial fulfillment of the requirement for the award of

degree of bachelor of business administration(BBA)

(Session 2014-2017)

Submitted by :

SAHIL GULATI

BBA 6TH Sem

Roll no : 150114065

P.D.M COLLEGE OF ENGINEERING

BAHADURGARH,HARYANA

MAHARSHI DAYANAND UNIVERSITEY,ROHTAK

 Declaration

I , SAHIL GULATI ,Roll no 150114065/BBA 6th SEM of PDM COLLEGE OF

ENGINEERING BAHADURGARH hereby declare that the project entitled
”CUSTOMER SATISFACTION ON TWO WHEELERS” is an original work and same
has not been submitted to any other institution for the award of any other degree. The
interim report was presented to the supervisor on _________and the pre-submission was
made on ___________.

The feasible suggestions as approved by faculty have been duly incorporated in

consultation with the supervisor.

Signature of supervisor Signature of candidate

Director/principal of the institution

 Acknowledgement
The project title ”Customer Satisfaction on two wheelers” will be incomplete without
paying gratitude and thanks to those who helped me to accomplished task.

First of all I want to thank our Head of department, Mrs. Shikha Gupta for her
guidance and

Constant support .This project would have not been possible without her guidance.

I am also very thankful to Dr. Geeta (assst. Professor,Deptt. Of mgt.studies), and

given me the inspiration to work on such a vast topic and guided me throughout my all
work and also given me an opportunity to work in the high quality environment.

I am also very thankful for her co –operative behaviour at every stage of the project to
meaningful and practical and for giving valuable under whose able guidance project got
materialized .

I shall be failing in my duties if I do not express my gratitude to other faculty member,

friends for their useful help at various stages last but not the least I would almighty God
for all blessing during the project .

Signature of candidate
AN OVERVIEW OF THE CONTENT:

 Chapter 1: Introduction To The Topic

General Introduction; Industrial Background of two wheeler industry; Key
Highlights of Indian Two Wheeler Segment; Demand Drives; Introduction to
Market; Customer Satisfaction; The current issues of two-wheeler industry.

 Chapter 2: Literature Review

 Chapter 3 : Objectives Of The Study

 Chapter 4 : Research Methodology

Research design used for the study; Data collection method adopted; Research
tool used; Analysis

 Chapter 5: Data Analysis And Interpretation

Data analysis with respect to the satisfaction level of TVS Motor Bike users.

 Chapter 6 : Findings Of The Studies

 Chapter 7: Limitations

 Chapter 8 : Suggestions And Recommendations

 Chapter 9 : Conclusion
 CHAPTER- 1
INTRODUCTION TO
THE TOPIC
 GENERAL INTRODUCTION
The Indian two-wheeler industry has been in the limelight recently because of its
impressive performance. Hero Honda has been the largest manufacturer of motorcycles
in the world for quite some time. Its motorcycle model Splendor has also been the
largest selling model in the world. The last few years have also seen a large quantity of
two-wheelers being exported. In neighbouring countries like Bangladesh and Sri Lanka,
the Indian two-wheeler manufacturers have captured the market. Even in Africa and
South America Indian motorcycles have been well received. Some of the Indian
manufacturers like TVS Motors and Bajaj Auto are in the process of setting up
assembly and manufacturing plants. The number of models being introduced by Indian
two-wheeler manufacturers every year is also high. At this crucial juncture when the
Indian two-wheeler industry is making its mark in the global market, this book Two-
Wheeler Industry in India An Introduction will make interesting reading. The book has
been divided into three sections. The first section traces the evolution of the industry, its
growth and the reasons for the industry being competitive. The second section delves
into the issues facing the industry and future of the industry. It also throws light on the
exports of two-wheelers, Government policies affecting the growth of the industry and
electric scooters and motorcycles. The third section discusses the major players, Hero
Honda, TVS Motors, Bajaj Auto and Electrotherm India.

INDUSTRIAL BACKGROUND
The motors on minibikes, scooters, and mopeds, or motorized velocipedes, are usually
air-cooled and range from 25 to 250 cubic cm (1.5 to 15 cubic inches) in displacement;
the multiple-cylinder motorcycles have displacements of more than 1,300 cubic cm.
The automobile was the reply to the 19th-century dream of self-propelling the horse-
drawn carriage. Similarly, the invention of the motorcycle created the self-propelled
bicycle. The first commercial design was a three-wheeler built by Edward Butler in
Great Britain in 1884. This employed a horizontal single-cylinder gasoline engine
mounted between two steerable front wheels and connected by a drive chain to the rear
wheel.
The 1900s saw the conversion of many bicycles, or pedal cycles by adding small,
centrally mounted spark ignition engines. There was then felt the need for reliable
constructions. This led to road trial tests and competition between manufacturers.
Tourist Trophy (TT) races were held on the Isle of Man in 1907 as reliability or
endurance races. Such were the proving ground for many new ideas from early two-
stroke-cycle designs to supercharged, multivalve engines mounted on aerodynamic,
carbon-fiber reinforced bodywork.

Key highlights of Indian two wheeler segment

.•India is the second largest producer of two wheelers
•Two wheeler segment contributes the largest volume amongst all the segments in
automobile industry
•The industry is growing at 30% annually.
•Indian two wheeler industry is as old as 53 years.
•Bajaj auto began trading in imported Vespa Scooters in 1948.
•Until the mid80’s, there were only three major motorcycle manufacturers in India
namely Rajdoot, Escorts, and Enfield.
•The two-wheeler market was opened to foreign manufacturers in the mid 80’s.
•In 1984, Hero group entered the market in joint venture with Japan’s Honda
Group.

India is the second largest manufacturer and producer of two-wheeler in the world. It
stands next only to Japan and China in terms of the number of two-wheelers produced
and domestic sales respectively.
Two Wheeler segment as a whole during the year 2012-13 grew by over 15% Backed
by Government’s initiative on rural roads and better connectivity with major towns and
cities, improved agricultural performance, upward trend of purchasing power in the
hands of rural people, the two wheeler industry was able to achieve the record
performance of crossing 9 million two wheelers, during the year 2012-13.

Hero Honda 47%

Bajaj Auto 30%
TVS Motors 17%
Demand drivers
The demand for two-wheelers has been influenced by a number of factors over the past
five years. The key demand drivers for the growth of the two wheeler industry are as
follows:

 Inadequate public transportation system, especially in the semi –urban and

rural areas;
 Increased availability of cheap consumer financing in the past 3-4 years;
 Increasing availability of fuel –efficient and low-maintenance models;
 Increasing urbanization, which creates a need for personal transportation;

 Changes in the demographic profile;

 Difference between two-wheeler and passenger car prices, which makes two-
wheeler the entry –level vehicles;
 Steady increase in the per capita income over the past five years; and

 Increasing number of models with different features to satisfy diverse

consumer needs.

 With the demand drivers listed here operate at the broad level, segmental
demand is influenced by segment- specific factors.

INTRODUCTION TO MARKETING

Marketing is the process of communicating the value of a product or service

to customers, for the purpose of selling that product or service.
From a societal point of view, marketing is the link between a society’s material
requirements and its economic patterns of response. Marketing satisfies these needs and
wants through exchange processes and building long term relationships. Marketing can
be looked at as an organizational function and a set of processes for creating, delivering
and communicating value to customers, and managing customer relationships in ways
that also benefit the organization and its shareholders. Marketing is the science of
choosing target markets through market analysis and market segmentation, as well as
understanding consumer buying behavior and providing superior customer value.
There are six competing concepts under which organizations can choose to operate their
business the production concept, the product concept, the selling concept, the marketing
concept, the societal marketing concept and the holistic marketing concept. The four
components of holistic marketing are relationship marketing, internal marketing,
integrated marketing, and socially responsive marketing.The set of engagements
necessary for successful marketing management includes capturing marketing insights,
connecting with customers, building strong brands, shaping the market offerings,
delivering and communicating value, creating long-term growth, and developing
marketing strategies and plans.

CUSTOMER SATISFACTION
Customer satisfaction is a term frequently used in marketing. It is a measure of how
products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services exceeds
specified satisfaction goals." In a survey of nearly 200 senior marketing managers, 71
percent responded that they found a customer satisfaction metric very useful in
managing and monitoring their businesses.
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They
focus employees on the importance of fulfilling customers’ expectations. Furthermore,
when these ratings dip, they warn of problems that can affect sales and profitability. . . .
These metrics quantify an important dynamic. When a brand has loyal customers, it
gains positive word-of-mouth marketing, which is both free and highly effective."
Therefore, it is essential for businesses to effectively manage customer satisfaction. To
be able do this, firms need reliable and representative measures of satisfaction.
"In researching satisfaction, firms generally ask customers whether their product or
service has met or exceeded expectations. Thus, expectations are a key factor behind
satisfaction. When customers have high expectations and the reality falls short, they will
be disappointed and will likely rate their experience as less than satisfying.
The importance of customer satisfaction diminishes when a firm has
increased bargaining power. There is a substantial body of empirical literature that
establishes the benefits of customer satisfaction for firms.

APPROACHES TOWARDS CUSTOMER SATISFACTION

Three very different approaches to measuring customer satisfaction exist. Each
produce meaningful and useful results and are appropriate for different situations, uses,
and needs.

1. Measuring Customer Satisfaction with Post Purchase Evaluations

Post purchase evaluations reflect the satisfaction of the individual customer at the time
of product or service delivery (or shortly thereafter).

This type of satisfaction survey is typically used as part of CRM (Customer

Relationship Management) and VOC (Voice of the Customer) systems. Each focuses on
securing a long term relationship with the individual customer.

2. Measuring Customer Satisfaction with Periodic Satisfaction Surveys

Periodic satisfaction surveys provide an occasional snapshot of customer experiences

and expectations and are conducted for specific groups of consumers on a periodic
basis.

3. Measuring Customer Satisfaction with Continuous SatisfactionTracking

Continuous satisfaction tracking is often part of a management initiative to assure

quality is at high levels over time.

Benchmarking satisfaction as a NPS (Net Promoter Score) would be an example. You

can base tracking on post-purchase evaluations or a succession of regular customer
satisfaction surveys (conducted daily, monthly, quarterly, etc.).
FACTORS AFFECTING CUSTOMER SATISFACTION

Customer satisfaction is the overall impression of customer about the supplier and the
products and services delivered by the supplier.

Following are the important factors that could affect customer satisfaction:

 Department wise capability of the supplier.

 Technological and engineering or re-engineering aspects of products and
services.
 Type and quality of response provided by the supplier.
 Supplier’s capability to commit on deadlines and how efficiently they are met.
 Customer service provided by the supplier.
 Complaint management.
 Cost, quality, performance and efficiency of the product.
 Supplier’s personal facets like etiquettes and friendliness.
 Supplier’s ability to manage whole customer life cycle.
 Compatible and hassle free functions and operations.

CONSUMERS BEHAVIOUR TOWARDS TWO-WHEELERS

Understanding consumer behavior in the present scenario is extremely
important as it is no longer a simple task. Now the consumer is considered to be the
King. He is the price-maker and not price-taker. . Earlier, there used to be a few two
wheeler manufacturers who held a monopoly. However, this situation has changed with
the entry of other competitors, especially after liberalization and globalization. The
foreign collaboration saw production going up tremendously due to the availability of
many alternative choices, consumer preferences and needs changed. Suddenly, the
buyer came into focus. Hence, this study makes an attempt to know the changes in the
two wheeler markets and buying motives of two wheeler buyers.
Understanding consumer behavior or "knowing customers" is not easy.
Customers may state their needs and wants but act otherwise.They may respond to
influences that change their mind at the last minute. Talking of the two wheeler
industry, the names that effortlessly come to us is Bajaj Auto, Hero Honda, TVS Motor,
Yamaha Motor, Kinetic and others.
The two wheeler segment has played an important role in giving a push to the
automobile industry in India. In fact, the production, sales and exports of the two
wheelers is a fair indication of the growing importance that it enjoys in this country's
manufacturing economy.

INDUSTRY OVERVIEW

(TWO-WHEELERS)

Two-Wheelers

India is the second largest manufacturer and producer of two-wheelers in the world. It stands
next only to Japan and China in terms of the number of two-wheelers produced and domestic
sales respectively. This distinction was achieved due to variety of reasons like restrictive policy
followed by the Government of India towards the passenger car industry, rising demand for
personal transport, inefficiency in the public transportation system etc.

The Indian two-wheeler industry made a small beginning in the early 50s when Automobile
Products of India (API) started manufacturing scooters in the country. Until 1958, API and
Enfield were the sole producers. In 1948, Bajaj Auto began trading in imported Vespa scooters
and three-wheelers. Finally, in 1960, it set up a shop to manufacture them in technical
collaboration with Piaggio of Italy. Although various government and private enterprises
entered the fray for scooters, the only new player that has lasted till today is LML. Under the
regulated regime, foreign companies were not allowed to operate in India. It was a complete
sellers market with the waiting period for getting a scooter from Bajaj Auto being as high as 12
years.

The motorcycles segment was no different, with only three manufacturers viz Enfield, Ideal
Jawa and Escorts. While Enfield bullet was a four-stroke bike, Jawa and the Rajdoot were two-
stroke bikes. The motorcycle segment was initially dominated by Enfield 350cc bikes and
Escorts 175cc bike. The two-wheeler market was opened to foreign competition in the mid-
80s. Moreover, the then market leaders -Escorts and Enfield - were caught unaware by the
onslaught of the 100cc bikes of the four Indo-Japanese joint ventures. With the availability of
fuel-efficient low power bikes, demand swelled, resulting in Hero Honda - then the only
producer of four stroke bikes (100cc category), gaining a top slot. The first Japanese
motorcycles were introduced in the early eighties. TVS Suzuki and Hero Honda brought in the
first two-stroke and four-stroke engine motorcycles respectively. These two players initially
started with assembly of CKD kits, and later on progressed to indigenous manufacturing. In the
90s the major growth for motorcycle segment was brought in by Japanese motorcycles, which
grew at a rate of nearly 25% CAGR in the last five years. The industry had a smooth ride in the
50s, 60s and 70s when the Government prohibited new entries and strictly controlled capacity
expansion. The industry saw a sudden growth in the 80s. The industry witnessed a steady
growth of 14% leading to a peak volume of 1.9mn vehicles in 1990. The entry of Kinetic Honda
in mid-eighties with a variometric scooter helped in providing ease of use to the scooter
owners. This helped in inducing youngsters and working women, towards buying scooters,
who were earlier inclined towards moped purchases. In the 90s, this trend was reversed with
the introduction of scooterettes. In line with this, the scooter segment has consistently lost its
part of the market share in the two-wheeler market.

In 1990, the entire automobile industry saw a drastic fall in demand. This resulted in a decline
of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn vehicles. Barring Hero
Honda, all the major producers suffered from recession in FY93 and FY94. Hero Honda showed
a marginal decline in 1992. The reasons for recession in the sector were the incessant rise in
fuel prices, high input costs and reduced purchasing power due to significant rise in general
price level and credit crunch in consumer financing. Factors like increased production in 1992,
due to new entrants coupled with the recession in the industry resulted in companies either
reporting losses or a fall in profits

1. MAJOR PLAYERS AND COMPETITION

A. HERO HONDA LTD.

The legend of Hero Honda what started out as a Joint Venture between Hero Group, the
world's largest bicycle manufacturers and the Honda Motor Company of Japan, has
today become the World's single largest two-wheeler Company. Coming into existence
on January 19, 1984, Hero Honda Motors Limited gave India nothing less than a
revolution on two-wheels, made even more famous by the 'Fill it - Shut it - Forget it '
campaign. Driven by the trust of over 5 million customers, the Hero Honda product
range today commands a market share of 48% making it a veritable giant in the
industry. Add to that technological excellence, an expansive dealer network, and
reliable after sales service, and you have one of the most customer- friendly companies.

B. BAJAJ AUTO LIMITED

The Bajaj Group came into existence during the turmoil and the heady euphoria of
India's freedom struggle. Jamnalal Bajaj, founder of the Bajaj Group, was a confidante
and disciple of Mahatma Gandhi, and was deeply involved in the effort for freedom.
The integrity, dedication, resourcefulness and determination to succeed which are
characteristic of the Company today, are often traced back to its birth during those long
days of relentless devotion to a common cause.

Kamalnayan, the eldest son of Jamnalal Bajaj, succeeded his father in 1942, at the age
of twenty-seven. Putting the Nation before business, he devoted himself to the latter
only after India achieved independence in 1947. But when he did so, he put his heart
and soul into it. Within a short while, he not only consolidated the Group, but also
diversified into various manufacturing activities, elevating the Group to the status it
enjoys till this day.

Rahul Bajaj today heads the Group. He has been the Chief Executive Officer of Bajaj
since 1968 and is recognized as one of the most outstanding business leaders in India.
As dynamic and ambitious as his illustrious predecessors, he has been recognised for his
achievements at various national and international forums.
Bajaj is currently India's largest two and three-wheeler manufacturer and one of the
biggest in the world. Bajaj has long left behind its annual turnover of Rs.72 million
(1968), to currently register an impressive figure of Rs.42.16 billion (US$ 936 million).

Group/ Management

Mr. Jamanalal Bajaj founded the Bajaj Group in the 30s. The group now has 24 companies,
including 6 listed companies. Besides BAL, the major companies in the group are Mukand Ltd.
(Alloy/ Special Steel, term key projects), Bajaj Electricals Ltd.(Electrical equipments, fans, and
appliances) and Bajaj Hindustan Ltd.(Sugar, industrial alcohol)

BELIEFS

 Transparency: A commitment that the business is managed along transparent lines.

 Fairness: To all stakeholders in the Company, but especially to minority shareholders.
 Disclosure: Of all relevant financial and non-financial information in an easily understood
manner.
 Supervision: Of the Company’s activities by a professionally competent and independent
board of directors.

PRESENCE

 Distribution network covers 50 countries.

 About 150,000 units likely to be exported this year.

 Dominant presence in Sri Lanka, Mexico, Bangladesh, Columbia, Guatemala, Peru, Egypt,
Iran and Indonesia.

 Largest exporter of three-wheelers; over 40.875 units exported last year.

 All products customized as per market needs .
 83% growth in total exports in 2002-03.
Different models of Bajaj 4-stroke bikes:

Bajaj CT 100

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 99.27cc

Max. Power 8.2 BHP @ 7500rpm

Gear Box 4 Speed

Ignition CDI

Front Brakes 110mm Drum

Rear Brakes 110mm Drum

Front Tyre 2.75 X 18

Rear Tyre 2.75 X 18

Wheelbase 1225mm

Ground Clearance 0mm

Dry Weight 109 Kg

Tank Capacity 9.3 Litres

Colours Black, Maroon, Silver, Blue

Bajaj Discover Electricstart

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 124.52cc

Max. Power 11.51 BHP @ 8000rpm

Gear Box 4 Speed

Ignition CDI

Front Brakes 130mm Drum

Rear Brakes 130mm Drum

Front Tyre 2.75 X 17

Rear Tyre 3.00 X 17

Wheelbase 1305mm

Ground Clearance 0mm

Dry Weight 129 Kg

Tank Capacity 10 Litres

Colors Black, Red, Blue

Bajaj Pulsar 150 ES DTSi

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 178.6cc

Max. Power 16.5 BHP @ 8000rpm

Gear Box 5 Speed

Ignition CDI

Front Brakes Disc

Rear Brakes 130mm Drum

Front Tyre 2.75 X 17

Rear Tyre 100/90 X 17

Wheelbase 1330mm

Ground Clearance 165mm

Dry Weight 140 Kg

Tank Capacity 15 Litres

Colors Black, Silver, Orange, Blue, Dark Grey

 C. LML AUTO LTD.

The company was incorporated in 1972 as a private limited company called Lohia
Machine Ltd. and starting manufacturing machine in technical collaboration with ARCT
FRANCE in terms of companies Act 1956. The company was converted into public
limited company. The activities were diversified by putting up synthetic yarn
processing unit in 1978. Nylon 6 chips manufacturing of LML scooter. The activity of
engineering unit was phased out and fiber unit was de-linked. As such as the company
now manufacturing scooters and motorbike under the brand name of LML.

During the last 14 years the company has produced and sold over 19 Lacks scooters that is a
remarkable achievement inspire of formidable competition formats competitors when LML
entered the scooter industry in 1982. It was essentially operating in a seller market which had
huge unmeet demand it was able to gain substantial and market shore approached operand
from 14000 a month in 1990 to 5000 a month in 1992. Overall sales in1991 were half that of
1990. It introduced a new vehicle LML is in early 1992 which was priced higher than LML TS in
September 1992 both the vehicles were restyled and re-launched as the NV special and TS
special there was no immediate impacts on sales. Total sales in 1992 were lower than even
1991.

However there was considerable reshaping within the existing demand with the higher
price TS rapidly wresting a 35 percent shares of LML 20 sales. By end 1992 the company
had managed to fix its mingling quality problems which has been preventing it from
attaining a premium states in the eye of the consumer it started spending on advertisement
also for provide- ding product related information to potential customers.

Innovative marketing such as exchanging any old scooter for new LML one and paying
the difference is easy installment he helped in booming up the market share of LML
considerable LML enthused its dealer with mere generous morging which ranges from
Rs-725 to Rs-1100.

By 1993, it introduced a new model LML select that proved an instant success by mid 1993 as
much a 60 percent of LML sales to percent by 1993 had increased to 15000 per month. It
stayed at the sales reputed to 20000 a per month by the year-end.

The severe demand recession during October 1990 top September 1992 upset the
working of company resulting into heavy loses. As a result of house Research and
Development. Activities the company could introduce a new range of scooter with lot
of added features like a better fuel, efficient engine and attractive metallic colors etc
with earning of recession the sales of company picked up a level of about 5000 scooter
to 2000 scooter per month. During the year end 30-9-97 LML has achieved a
remarkable turn over by earning a net profit Rs-2640 lacks as compared to net loss of
607 during the year proved further and the company has earned a net profit of Rs-467
crores during the period ended on 30-9-97 before exceptional item has also gone up
from Rs-346.39 crores during 1993-94 to Rs-748.72 crores during 1996-97.
From a mere 7 percent, market share in 1991-1992 LML has today made significant result and
commands an impressive market share of about 26 percent.

LML achieved 14.63% increase in volumes against the backdrop of a slow down in the two-
wheeler industry and a negative growth in the scooter segment.

Different models of LML 4-strokes bikes:

LML Freedom DX

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 109.15cc

Max. Power 8.5 BHP @ 7550rpm

Gear Box 4 Speed

Ignition CDI

Front Brakes Drum

Rear Brakes Drum

Front Tyre 2.75 X 18

Rear Tyre 3.00 X 18

Wheelbase 1235mm

Ground Clearance 165mm

Dry Weight 111 Kg

Tank Capacity 12.25 itres

 LML Freedom Prima 125 Disc Brake Motorcycle

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 124.88cc

Max. Power 10.7 BHP @ 8000rpm

Gear Box 5 Speed

Ignition CDI

Front Brakes Disc

Rear Brakes 130mm Drum

Front Tyre 2.75 X 18

Rear Tyre 3.00 X 18

Wheelbase 1235mm

Ground Clearance 165mm

Dry Weight 111 Kg

Tank Capacity 12.25 Litres

Colours Black, Silver

 LML Graptor Kick Start Motorcycle

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 150.8cc

Max. Power 13.5 BHP @ 8000rpm

Gear Box 5 Speed

Ignition CDI

Front Brakes Disc

Rear Brakes 130mm Drum

Front Tyre 2.75 X 18

Rear Tyre 3.00 X 18

Wheelbase 1280mm
 Ground Clearance 170mm

Dry Weight 136 Kg

Tank Capacity 17 Litres

Colours Black, Maroon, Silver, Blue

D. TVS Motor Company

TVS Suzuki became the first Indian company to introduce 100 cc Indo-Japanese motorcycles in
collaboration with Suzuki Motor Company. Having amicably parted ways TVS Motor Company
continues to manufacture highly reliable mopeds, motorcycles & scooters. TVS have one of the
most comprehensive line-ups of motorcycles. The 2 Stroke Max 100 range provide the entry
level. The new TVS Centra and the latest TVS Victor GLX 125 both use the new VT-i (Variable
Timing Ignition) to good effect.

The Indian two- wheeler market has a size of over Rs100,000 million with the sales of
more than 3.7 million units in 2000-01 and has been growing at 7% CAGR over 1997-
2001. TVS Suzuki Ltd (TSL) is one of the three companies that account for more than
80% of the industry. The company has 23% market share in domestic two-wheeler
industry. TSL is present in all the three leading segments of the 2-wheeler market viz;
mopeds, motorcycles and scooters. The company is India’s largest manufacturer of
mopeds with a market share of 66%, and dominates the southern parts of India. It is also
a market leader in the fast growing vario-scooter (Scooty) market with a market share of
34%. In FY01, motorcycle sales contributed to 53% followed by sales in mopeds to
24% of total sales of Rs 18,408.2mn. TSL’s first 4-stroke premium segment motorcycle
‘Suzuki Fiero’ has achieved about 3% market share within the first year of its launch.
Most recently the 19-yr old JV with Suzuki Motor Corporation (SMC) has fallen off
and TVS has been renamed as ‘TVS Motor Company Ltd.

The Indian two-wheeler sector contributes the largest volumes amongst all the segments
in automobile industry. Though the segment can be broadly categorized into 3 sub-
segments viz; scooters, motorcycles and mopeds; some categories introduced in the
market are a combination of two or more segments e.g. scooterettes and step-thru’s. The
market primarily comprises five players in the two-wheeler segment with most of the
companies having foreign collaborations with well-known Japanese firms earlier. But
with most of the companies now planning 100% subsidiaries in India, a few JV’s have
fallen out.

In the last four to five years, the two-wheeler market has witnessed a marked shift
towards motorcycles at the expense of scooters. In the rural areas, consumers have come
to prefer sturdier bikes to withstand the bad road conditions. In the process the share of
motorcycle segment has grown from 48% to 58% , the share of scooters declined
drastically from 33% to 25% , while that of mopeds declined by 2% from 19% to 17%
during the year 2000-01. The Euro emission norms effective from April 2000 led to the
existing players in the two- stroke segment to install catalytic converters. 4-stroke
motorcycles are now replacing all new vehicles. Reduced excise duty and fierce
competition has led to a fall in prices of certain models.

TSL has been the largest manufacturer of mopeds, which are predominantly prevalent
as a means of low cost transportation and provide a tremendous potential in all the parts
of India. However the company is likely to face threat from domestic competitors viz;
Bajaj Auto Ltd (BAL) which would continue its price-based competition and Honda
Motorcycles and Scooters Ltd (HMSL) a new entrant in the 2-wheeler market. Since the
two-wheeler industry has grown vigorously in the past, there has been excess capacity
and cost pressures will lead to reduce margins. The removal of quantitative restrictions
has also led to a threat from the Chinese players. In addition to this there has been a
decline in the demand for mopeds, which is matter of concern for the company.
Consequently, the company has been planning to launch a range of 4-stroke vehicles
covering all segments over a period of time. Of late, TVS has been able to produce
100cc 4-stroke motorcycles indigenously and none of the company’s fast selling 2-
wheelers have a major Suzuki contribution.

Current Scenario
TVS - Suzuki ‘s motorcycle volume growth at around 1.3% is way behind that of its competitors
such as Hero Honda (37.28 %) and Bajaj Auto (34.5 %). The company for the first half of FY02
posted a drop in turnover by 8% to Rs8332.8mn. Operating profit margin has declined to
7.39% from 9.53% and has been affected on account of disproportionate increase in raw
material cost in relation to the turnover. Increase in staff costs to Rs364.2mn from Rs312.3mn
accompanied by marginal increase in depreciation and interest costs has affected the
company’s bottom line. The post–tax earnings declined by about 53% to Rs191.6mn. However
the earnings during second quarter are relatively better than the first quarter of current fiscal
01-02. The pick up in sales volumes of ‘ Victor ‘ and the steady off take of Fiero have helped
the company stage some sort of recovery during the second quarter.

Different models of TVS 4-strokes bikes:

TVS Centra

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 99.8cc

Max. Power 7.5 BHP @ 7500rpm

Gear Box 4 Speed, constant mesh

Ignition CDI

Front Brakes 110mm

Rear Brakes 110mm

Front Tyre 2.75 X 18

Rear Tyre 2.75 X 18

Wheelbase 1235mm

Ground Clearance 150mm

Dry Weight 109 Kg

Tank Capacity 11 Litres

Colours Black, Blue, Red

TVS Fiero

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 147.5cc

Max. Power 12 BHP @ 7000 rpm

Gear Box 4 Speed

Ignition CDI

Front Brakes 240mm Disc

Rear Brakes 130mm Drum

Front Tyre 2.75 X 18

Rear Tyre 90/90 X 18

Wheelbase 1270mm
 Ground Clearance 155mm

Dry Weight 124 Kg

Tank Capacity 13 Litres

Colours Black, Blue, Red, Silver

TVS Victor

The TVS Victor offers amongst the best value for money in the Indian two-wheeler industry.

Its 110cc engine, 4 stroke engine develops 8.1 BHP and, thanks to its digital ignition,
can be optimised for power or fuel economy depending on your riding style.

Its multi-reflector headlamps provide better illumination for safer riding while its long
broad seat offers great comfort both for the pillion and the rider.

E. YAMAHA MOTOR INDIA PVT. LTD.

Yamaha Motor India Private (YMIPL) Ltd. is the fully owned subsidiary of Yamaha Motor Co of
Japan. YMIPL was initially known as Yamaha Motor Escorts Ltd. But the parent company,
Yamaha Motor Company, purchased Escorts Ltd's remaining 26 per cent holding in their
motorcycle joint venture Yamaha Motor Escorts Ltd in June 2001. It was therefore renamed as
Yamaha Motor India Private Ltd.

YMI follows Yamaha Motor's corporate mission of creating 'Kando' - a unique Japanese word
that means 'touching people's hearts.' 'Kando' also describes the 'spirit of challenge" to create
new value surpassing customer expectations. YMIPL is committed to making products that
benefit from the skills and technology used by Yamaha worldwide.
Now, the company being 100% subsidiary holder is known as the Yamaha Motor India (Pvt.)
Limited. The logo of YMC has been adopted by YMIPL.

Plans after Merger

To fulfill customer satisfaction, and meet the needs of the Indian market, YMI plans to produce
one or more models in the first year, four models in three years. To achieve these goals, YMIPL
will pursue three major objectives within the company. The first is customer satisfaction. The
second is strengthening R&D. YMIPL's mission is to constantly produce what customers are
looking for, by analysing market trends and changes. The third objective is to optimize the
internal working system.

YMIPL's motto is 'Speed, Quality, Yamaha's original design'. Yamaha is aiming to

make a significant contribution to Indian society and create products that the people of
India will take to their hearts.
Ever since its founding as a motorcycle manufacturer on 1st July, 1955, Yamaha Motor
Company has worked to build its products which stand among the very best in the world
through its constant pursuit of quality; and at the same time, through these products, it
has sought to contribute to the quality of life of people all over the world. Following on
the success of our Motorcycles, Yamaha being manufacturing Powerboats and out
boards motors in 1960. Since then, engine and FRP technology were used as a base to
actively diversify and globalize the area of business. Today our fields of influence
extend from the land to the sea and even into the skies as our business divisions have
grown Motorcycles operations to include Marine operations, Power Product operations,
Automotive operations, Intelligent Machinery operations, Aeronautic operations and
PAS operations.
Different models of Yamaha 4-strokes bikes:

Yamaha Crux

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 105.6cc

Max. Power 7.6 BHP @ 7500rpm

Gear Box 4 Speed

Ignition CDI

Front Brakes 130mm Drum

Rear Brakes 130mm Drum

Front Tyre 2.50 X 18

Rear Tyre 2.75 X 18

Wheelbase 1247mm

Ground Clearance 145mm

Dry Weight 105.5 Kg

Tank Capacity 11 Litres

Colors Black, Blue & Red

Yamaha Enticer Electric Start Disc Brake

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 123.7cc

Max. Power 10.99 BHP @ 8000rpm

Gear Box 4 Speed

Ignition CDI

Front Brakes Disc

Rear Brakes 130mm Drum

Front Tyre 2.75 X 18

Rear Tyre 120/80 X 16

Wheelbase 1375mm

Ground Clearance 140mm

Dry Weight 116 Kg

Tank Capacity 13 Litres

Colors Lavender, Gold, Red

Yamaha Libero

Engine 4 Stroke, Single Cylinder, Air Cooled

Cubic Capacity 106cc

Max. Power 7.6 BHP @ 7500rpm

Gear Box 4 Speed

Ignition CDI

Front Brakes 130mm Drum

Rear Brakes 130mm Drum

Front Tyre 2.75 X 18

Rear Tyre 3.00 X 18

Wheelbase 1290mm

Ground Clearance 173mm

Dry Weight 109 Kg

Tank Capacity 13 Litres

Colors Black, Maroon, Gold, Green

 CHAPTER- 2
LITERATURE REVIEW
 LITERATURE REVIEW

Preference or taste is a concept used in the social science particularly economics, it assumes a
real or imagined “choice” between alternatives and the possibility of rank ordering of these
alternatives based on happiness, satisfaction, gratification, enjoyment, utility they provide
more generally. It can be seen as a source of motivation.
Cognitive sciences individual preferences enable choice of objectives goals. In addition, more
consumption of a normal goods is generally (but not always) assumed to be preferred to less
consumption. Preference rank translation is a mathematical technique used by marketers to
convert stated preferences in to purchase probabilities that is into an estimate of actual buying
behaviour.
It takes survey data on consumers’ preferences and converts it in to actual purchase
probability.

One consumer would in general have different consumption behaviours or preference from
another. He may spend money on computers and technical books while the other may spend
on two-wheelers. Availability of this information on consumer preference will be of great value
to a marketing company.
E.g. A bank or a credit card company that can use this information to target different groups of
consumer for improved response rate or profit. By the same to key information on consation
preference of the residents in one specific region for improved profit.

Therefore, it is very important to have a tool that can help analysis consumers’ behavior and
forecast the changes in purchase pattern and changes in purchase trend.

R. Nair Suja (2000), the success of the firm will be determined by how effective it has been in
meeting the diverse customer needs and wants by treating each customer as unique and
offering products and services to suit his/her needs.
Pasanen (1992), reviewed three studies relating collision speeds and pedestrian injury
severity, finding their results quite consistent and that the probability of pedestrian death
reached nearly modeling the data estimated that of pedestrians would die when struck by a
vehicle traveling 20 mph.

Wazan (1998), reviewed articles identifying risk factors for child pedestrian injuries. Two
studies showed that higher speed limits were associated with higher risk of injury to child
pedestrians.

(Anuj kumar Kanojia, 2011), in his article explored the impact of consumer preference on sales
of two wheeler in urban areas of India. However, the study also showed that urban and rural
regions have different preferences when it comes to selecting the vehicle model. (Hemant C R,
2011) emphasized the need of continuous market research. He suggested that there is a
genuine need of continuous sales analysis so as to sustain the market share.

(Rishikesha T Krishnan and Ganesh N Prabhu, 1999), suggested in their study entitled
'Creating successful new products: Challenges for Indian industry' that success of business in
India will be determined by the marketing strategies targeting the rising urban middle class.

According to tray Norcross, London, I believe very strongly that consumers have a right just
because it is getting harder to reach consumers does not mean that marketers should be more
devious or more forceful in their attempts to reach us.
In fact, quite the opposite, many of us are happy to be contacted with relevant timely,
meaningful offers.

However, it is going to be on our terms, no longer victims of aggressive marketing we want to

participate in the process with trusted brands and partners. Come and hang out with me here
on consumer preference and learn how as a consumer. You can have more control than you
thought. How you can research people in an effective and respectful way.

Today as we know that the growth rate of two-wheeler industry is too high and due to the high
level of competition each and every company has to introduce new two-wheeler into the
market is not a easy task, the preference of the consumer. So that the companies can
emphasis more on that kind of features which the customer are demanding. For this reason we
are going to study on personal preference of customer on two wheeler.
Today all most all products are available for the buyers and also number of alternatives are
available while they are taking purchasing decision. The aim of marketer is to meet and satisfy
target customer’s need and wants. The field of customer preference studies how individual
group and organization select, buy use and dispose of goods service, ideas and experience to
satisfy their need and desires. So the knowledge of preference is essential for marketers
because the customer bring change in to the marketer

Motorcycles are the most expensive of all two-wheelers. They are more powerful than
scooters and mopeds, have the highest load carrying capacity (which is essential for rural
areas), are fuel-efficient, have better road grip, and are the most expensive. Besides,
motorcycles are viewed as “trendy” in the urban areas as compared with scooters and
mopeds.

Motorcycle production in India began in 1952, when Enfield India Limited commenced
manufacture at its plant in Tamil Nadu. It was the only motorcycle producer in the
country until the early 1960s when Ideal Jawa (India) Private Limited and Escorts
Limited entered the market. By 1970-71, production of motorcycles had reached 39,000
units per annum.

The fortunes of the motorcycle industry changed after the announcement of the liberal
licensing policy in 1982 whereby foreign collaboration was allowed. In 1982, the
Government allowed foreign players to enter the industry through joint ventures. Within
four years, the TVS Group tied up with Suzuki, the Hero Group with Honda, the Escorts
Group with Yamaha, and Bajaj Auto Limited (Bajaj Auto) with Kawasaki. TVS Suzuki
introduced Ind-Suzuki in 1984, Hero Honda Motors Limited (HHML) launched CD100
in 1985, and both Escorts and Bajaj Auto launched their models in 1986-87. These
models catered for the upwardly mobile, middle-to-upper income group consumers who
preferred a stylish, powerful vehicle that could be used as an urban personal
transportation vehicle. The principal brands that competed in the 1980s were the HHML
CD100 (a four-stroke 100cc), the Ind-Suzuki AX100 (from TVS, two-stroke, 100cc)
and the Escorts-
Yamaha RX100 (two-stroke, 100cc). While the CD100 was positioned primarily on the
efficiency plank, giving riders an unprecedented mileage of 80 kms per litre (kmpl), the
RX100 became popular with young buyers because of its high power. The AX100 took
the middle path, balancing power with reasonable fuel efficiency. To reinforce its image
of being a maker of powerful motorcycles, Escorts launched the 350cc twin-carb, twin-
cylinder Yamaha RD350, a vehicle that soon gained cult status. It offered 36bhp, but
was plagued by problems—very few mechanics could tune the engine and the average
fuel consumption was as low as 15 kmpl. Subsequently, the product had to be
discontinued. The launch of the 100cc motorcycles was path breaking, as till then the
existing big models like the Yezdi, Rajdoot and Bullet could not compete with scooters.

A significant development in the motorcycle industry during the late 1990s was the shift from
two-stroke to four-stroke technology. The attraction of the four-stroke technology was earlier
limited to fuel efficiency, while two-stroke held its own by offering better performance and
easier maintenance. But, following the enforcement of India 2000 emission norms beginning
April 1, 2000, the less polluting four-stroke has become the preferred technology. The two-
stroke technology can also meet the existing environment norms, but only when
supplemented by catalytic converters—an option that is both costly and shortsighted. The high
temperature of the exhaust, combustion irregularities, the problem of lubricating oil
contamination with metallic additives, and finally, fuel adulteration can poison the catalyst and
render it completely ineffective. Further, the use of catalytic converter affects the initial pick-
up of two-stroke engines, which is one of their main attractions. Given these shortcomings,
most motorcycle manufacturers have offered four-stroke vehicles. While the four-stroke
motorcycle segment is the fastest growing, it is also highly competitive. Competition has
intensified in this segment since CY2001 when players introduced new products at a relatively
fast pace. Also, new entrants have entered the market by introducing their products at lower
price points, while the existing players have announced price cuts. This has led to price
competition in the domestic market. At the lower end of the segment, Bajaj Auto has its Boxer
range of motorcycles and Byk; HHML has Dawn as well as CD Dawn and KEL Boss. Above this
segment, there are strong brands such as Victor (TVS), Passion and Splendor (HHML), Caliber
115 and Aspire (Bajaj Auto), Freedom, Adreno and Energy (LML), and Crux R (Yamaha).
Through its CBZ model, HHML had tapped the premium segment of the market in 1999.

Since then, however, quite a few models such as Pulsar 180 by Bajaj Auto and Fiero by
TVS have been launched in this segment. Royal Enfield is the market leader in the
lifestyle segment. This segment has also attracted new model launches such as
Eliminator by Bajaj Auto, Aquila by KEL and Karizma by HHML.

NEED FOR FOUR-STROKES BIKES

Growth of Bikes

Significant growth has been witnessed in the motor cycle segment and the company is
fully aware of the need to enter in this segment for maintaining growth and optimizing
product mix the growth in motor cycle is attributed largely to the opening up the rural
markets and also to its wider acceptance in the youth market. It is growing at any
average rates of 20% over the last three years. Another high legal is that the
motorcycle sales have surpassed the scooter sales for the first time in 1998-1999 until
then motorcycle was always trailing behind.

The two-wheeler industry has been rather slow in taking advantages of the board
bandings introduced in Rajeev Gandhi time way back in 1994.

Even today, there are manufactures such as Escort, Hero Honda, Bajaj, Yamaha and
LML, which later to only a single segment like motorcycle or scooter. Any variation of
demand in a particular segment hits them hands it is therefore a product policy to
have presence in each segment.
Growth of two-wheeler

2014-2015 2015-2016 GROWTH %

BIKE 2.95 3.81 +29

SCOOTER 3.32 2.95 -11

MOPEDS 1.54 1.58 +2.8

TOTAL IN LACS 7.9 8.35 +16.8

SOURCE: Survey of Indian industries in Jan. 2015

Emission Norms

The years 2004 emission norms are more stringent than stringent norms as may be
seen from table:

GRAMES /K.M. CO HC+NOX

2014 4.5 3.6

2015 2.0 1.5

The industry need to adopt suitable technology so that it can conveniently meet these
horns in time since the production largely of two stroke engines figment of catalytic
converter will become necessary. But it will lead some in case in prices. The life of
these converter is limited to 25/30 thousand hence consumer will prefer something
durable and longer lasting.
Some manufacture is therefore planning to switch over to stroke technology to comply
with the emission norms. It has an additional advantage of more complete combustion
of hydrocarbons in petrol, which gives higher mileage and better fuel economy. The 4
strokes bike are currently giving of fuel 70 to 80 km/hr. this will important from
consumers point of view because of high price level of petrol in India. It is therefore
not surprising that every major player is trying to get into the motor cycle market to
have a piece of cake.

Amazing……… but true!

Just when the market of scooter is shrinking in India residents London seem to be
switching to scooter. The number of scooter on Britons road rise 40 %over the part 12
months. As roads get alleged with traffic and average speed of traffic is London has
dropped to 19.2 km/hr more and more people are buying scooter to get around traffic
shares.

Motorcycle association has released figures acknowledging the new popularity of 4-

strokes bikes.
CHAPTER-3
OBJECTIVES OF THE
STUDY
 OBJECTIVES

 To study the position of 4-strokes bikes in India

 To forecast the consumers requirements and to study the consumers preference by
collecting the data through questionnaire
 To determine the consumers buying attitudes towards the 4-strokes bikes
 To determine the satisfaction level of consumer to the product features and various
aspects to the 4-strokes bikes
CHAPTER -4
RESEARCH
METHODOLOGY
STATEMENT OF THE PROBLEM
The main focus of the study is to determine the satisfaction level of T.V.S motor bike
users.

T.V.S is a two-wheeler industry which has captured a wide market share with its gear as
well as non-gear vehicles. Over the years TVS Motor has grown to be the largest in the
group, both in terms of size and turnover. Inspite of its excellent position in the market,
its bikes are facing a stiff competition from the other competitors (namely:- Bajaj,
Yahama, HERO Moto Corp, HONDA, Mahindra, Suzuki, Piaggio, Kawasaki) .

SCOPE OF THE STUDY

 This scope of the study is to identify the level of satisfaction derived from the
use of several T.V.S motor bikes. Keeping in the view the various constrains the
scope of the study is limited only to a few customers residing in Bangalore
 Data for the study is collected from a sample of 100 customers by using
stratified sampling and questionnaires.
 This study is to give a general idea about the customers viewpoint, opinion and
suggestion to be given so as to result in an improved satisfaction level among
the customers.

NEED/PURPOSE OF THE STUDY

 The study will help the company to revise and analyze the market condition and
thereby adopt the most suitable strategies in order to satisfy the customers and
result in an improved relationship between the parties involved.

RESEARCH METHODOLOGY

Research design used for the study:-

A descriptive research design has been used.

Descriptive research design is a type of research method that is used when one wants to
get information on the current status of an object. It is used to describe what is in
existence in respect to conditions or variables that are found in a given situation.
Data collection method adopted
Primary data: This survey includes primary data collection technique by using
methods such as questionnaire, observation, direct interview, etc..

Secondary data: Secondary data collection method by various information sources like
book, website, newspaper, company, records.

Research tool used

Questionnaire is the tool to collect the data . Graphs, Diagrams & Tables are used
to represent the data.

Fieldwork
Fieldwork was undertaken on TVS company after collecting primary data using
questionnaire.

Sampling Scheme
Sample Size:-it is restricted to a group of 100 (hundred) TVS customers

Sample Unit:- customers of TVS motor bike users.

Sample Technique:-“Simple Random Sampling” technique is used to select the unit

from the entire population.

Simple Non Random Sampling technique is that sampling method in which the
information collected is based on limited audience or target group of people, who
may provide relevant information which is essential to conduct a study.

Analysis
Simple Statistical tools & techniques are used such as mean, median , mode, etc…

To analyse the data collected through fieldwork.

CHAPTER-5
DATA ANALYSIS AND
INTERPRETATION
MEASURING TOOLS
The measuring tools used for the study is Graphical and simple percentage method.

TABLE NO:1.
Table showing the two wheeler model.

Model No. of Respondents Respondents in %

Scooty 48 48%
Victor 38 38%
StarCity 8 8%
Apache 2 2%
Others 4 4%
ANALYSIS:

According to the survey it is found that most of the respondents have scooty (48%) and
victor (38%) and few of respondents have Star City ,Apache and OTHERS.

CHART NO 1:

CHART showing the two wheeler model.

50

40

30
Series1
20 Series2
10

0
1 2 3 4 5 6

INTERPRETATION: From the above CHART it is clear that majority of the

respondents fall in the SCOOTY category
TABLE 2.
Table showing whether the sales person spend sufficient time with you
and explain everything about the vehicle?

Response No of respondents respondents in %

Yes 72 72%

No 28 28%

ANALYSIS:

Most of the respondents(72%) are satisfied with the service of the salesman and least
number of respondents(28%) are not satisfied.

CHART NO: 2

CHART showing whether the salesperson spend sufficient time &did

they explain everything about the vehicle.

No of respondents

yes
no

INTERPRETATION:
From the above CHART it is clear that majority of the respondents are satisfied with the
salesperson.
TABLE 3.
Table showing whether the vehicle was delivered on promised time?

No of respondents Respondents in %

Yes 85 85%

No 15 15%

ANALYSIS:
To most of the respondents (85%) the vehicle is delivered on promised time. Only to
few of the respondents(15%) vehicle is not delivered on promised time.

CHART NO: 3
CHART showing whether the vehicle was delivered on promised time.

No of respondents

yes
no

INTERPRETATION:

From the above CHART it is clear that majority of the respondents have received their
vehicles on promised time.
TABLE 4.

Table showing whether you were offered a test drive during your visit
to our showroom?

RESPONSE No of respondents Respondent’s percentage

Yes 60 60%

No 40 40%

Analysis:
60% of the respondents were offered test drive and 40% of Respondents were not
offered the test drive.

CHART NO: 4

CHART showing whether the customers were offered a test drive during
their visit to our showroom.

No of respondents

yes
no
INTERPRETATION:

INTERPRETATION: From the above CHART it is clear that majority of the

respondents were offered a test drive during their visit to the showroom.
TABLE 5.
Table showing customers response towards two wheeler vehicles
No. of Respondents Respondents in %

A]Excellent 22 22%

B]Good 30 30%

C]Moderate 18 18%

D]Satisfactory 24 24%

E]Unsatisfactory 6 6%

ANALYSIS:According to the survey 30% of the respondents feel good and 24%Of
respondents feel satisfactory and 22% of the respondents feel excellent 18% of
respondents feel moderate and 6% of respondents feel unsatisfactory.

CHART NO: 5
CHART showing customers response towards two wheeler vehicles.

No. of Respondents

a]excellent
b]good
c]moderate
satisfactory
unsatisfactory

INTERPRETATION:
From the above CHART it is clear that majority of the respondents have rated two
wheeler vehicles as “Good”
TABLE 6.
Table showing the level of satisfaction for the service provided of two
wheeler vehicles?
No. Of Respondents Respondents In %

Completely Satisfied 8 8%

Satisfied 34 34%

Dissatisfied 18 18%

Not At All Satisfied 14 14%

Neither Satisfied Nor 26%

Dissatisfied 26

ANALYSIS: Most of the respondents(34%) are satisfied and 26% of respondents

Are niether satisfied nor satisfied 18% of respondents are dissatisfied14%of respondents
are not at all satisfied and 8% respondents are fully satisfied.

CHART NO: 6 CHART showing the level of satisfaction for the service
provided of two wheeler vehicles.
no of respondents
completely satisfied

satisfied

dissatisfied

not at all satisfied

niether satisfied nor

dissatisfied
INTERPRETATION:
From the above CHART it is clear that majority of the respondents are satisfied with the
service provided of two wheeler vehicles.
TABLE 7.
Table showing whether brand name plays important role in purchase
of two wheeler?

No. of respondents Respondents in %

Yes 60 60%

No 40 40%

ANALYSIS:

Most of the respondents(60%) feel brandname is important 40% of the respondents feel
brandname is not important.

CHART NO: 7
CHART showing whether brand name plays an important role in
purchase of two wheeler.

No. of Respondents

YES NO

INTERPRETATION:
From the above CHART it is clear that majority of the respondents feel that brand
name plays an important role in purchase of two wheelers.
TABLE 8.

Table showing …“What are the reasons to purchase two wheeler

vehicles”?
No of respondents Respondents in %

Mileage 80 80%

low maintenance 60 60%

Brandname 30 30%

Price 75 75%

Wide range of products 20 20%

ANALYSIS:
Most of the respondents feel mileage(80%) price(75%)and low maintenance (60%) and
30% of respondents feel brandname is important 20% of respondents feel wide range of
respondents is important.

CHART NO 8: CHART showing the reasons behind purchase of two

wheeler vehicles.
no of respondents
mileage

low maintanance

brandname

price

Wide range of
products

INTERPRETATION:
From the above CHART it is clear that majority of the respondents purchase two
vehicles because of its MILEAGE factor
TABLE 9.
Table showing:-“When did you own a two wheeler vehicle”?

No of respondents Respondents in %

6month 18 18%

1-2years 32 32%

3years 38 38%

3-5years 12 12%

ANALYSIS:

38% respondents purchased Vehicles before 3 years 32% of Respondents purchased

before 1- 2 years 18% of respondents Purchased before 6 months and 12% of
respondents purchased before 3 – 5 years.

CHART NO 9: CHART showing when did the customer own a two

wheeler vehicle”.
no of respondents

6month
1-2years
3years
3-5years

INTERPRETATION:
From the above CHART it is clear that majority of the respondents have purchased their
vehicles before 3 years.
TABLE 10.

Table showing:- What are the improvements in service that you need
from two wheeler vehicles?

No of respondents Respondents in %

Service in time 32 32%

Reliable service 18 18%

Availability of
spares 7 7%

Well trained
mechanics 8 8%

Less labour
charge 35 35%

ANALYSIS:

Most of the respondents are in need of less labour charges (35%)And Service in time
(32%) and 18% of respondents need reliable Service and few of the respondents need
well trained mechanics (8%) And availability of Spares (7%) .

CHART NO: 10
CHART showing what are the improvements in service that customers
need from two wheeler vehicles.
 Sales

35% 32%

Service in time
Reliable service
Availability of spares
Well trained mechanics
8%
18%
7% Less labour charge

INTERPRETATION:
From the above CHART it is clear that majority of the respondentsare in need of less
labour charges.
TABLE 11.
Table showing:- “What are the different problems that you face at the
time of service of your vehicle”?
No of respondents No of respondents in %

High Price of Spare 36 36%

parts

Not easily available 17 17%

Delay in service 39 39%

Low quality of spare 7 7%

parts

ANALYSIS:

Most of the respondents face the problem of delay in service (39%)And high price of
spare parts (36%) some of the respondents face problem of not easily availability of
spares (17%) and low quality Of spare parts (7%).

CHART NO: 11
CHART showing what are the different problems that customers face
at the time of servicing their vehicle.
INTERPRETATION:
From the above CHART it is clear that majority of the respondents face the problem of
delay in service.
TABLE 12.
Table showing:-How do you rate the service performance of two
wheeler vehicles.
No of respondents No of respondents in %

Very Good 16 16%

Good 42 42%

Average 33 33%

Bad 9 9%

Very Bad 0 0%

ANALYSIS: Most of respondents rate the service performance as good (42%) And
Average (33%) some of the respondents rate as very good (16%) And bad (9%)

CHART NO: 12
CHART showing how the customers rate the service performance of
two wheeler vehicles.

no of res pondents

Very Good
Good
Average
Bad
Very Bad

INTERPRETATION:
From the above CHART it is clear that majority of the respondents rate the service
performance as “GOOD”.
TABLE NO. 16

No. of respondents Respondents in %

Yes 64 64%

No 36 36%

ANALYSIS

Most of the respondents (64%) get information through calls or letters and (36%)
respondents cann’t get information through calls or letters.

CHART NO. 16

70

60

50
40
30
20
10
0
Yes
No
TABLE : 17

Table showing : How do you rate the cleanliness and comfort of two wheeler

vehicles?

No. of respondents No. of respondents in

percent

Excellent 60 60%

Good 20 20%

Fair 15 15%

Poor 5 5%

ANALYSIS

Most of the respondents rate this service as performed as excellent (60%) and good
(20%) and fair (15%) and poor (5%).

CHART NO. : 17

70

60

50
respondents

40

30
response
20

10

0
excellent good fair poor
response
Table No. : 18

Table showing : Person who attended you was able to understand the vehicle issue and
also answered all your queries?

No. of respondents Respondents in %

Excellent 50 50%

Good 30 30%

Fair 10 10%

Poor 10 10%

ANALYSIS

Most of the respondents rate this service as performed as excellent (60%) and good
(20%) and fair (15%) and poor (5%).

Chart no. 18

50
45
40
35
30
25
20
15
10
5
0
Excellent Good Fair Poor
TABLE : 19

Service betterment that you expect from two wheeler vehicles in future?

No. of respondents Respondents in %

Better service 40 40%

Better settlement & 20 20%

claims

Better returns 30 30%

Others 10 10%

Analysis

Most of the respondents rate this service as performed as Better service (40%) and
Better settlement & claims (20%) and Better returns (30%) and others (10%).

CHART NO. 19

40

35

30

25

20

15

10

0
Better service Better settlement Better returns Others
& claims
Table No. 20

Felling about two wheeler vehicles service department?

No. of respondents Respondents in %

Excellent 75 75%

Satisfied 10 10%

Average 7 7%

Not satisfied 8 8%

Analysis

The feeling about service department at two wheeler is excellent (75%) and satisfied
(10%) and average (7%) and not satisfied is (8%).

CHART NO. 20

Sales
9
8
7
6
5
4
3
2
1
0
Excellent
Satisfied
Average
Not satisfied
CHAPTER-6
FINDINGS OF THE STUDIES
FINDINGS

 According to the survey it is found that most of the respondents have scooty and
victor and few of respondents have Star City ,Apache and others.

 Most of the respondents are satisfied with the service of the salesman and least
number of respondents are not satisfied.

 To most of the respondents the vehicle is delivered on promised time. only to

few of the respondents vehicle is not delivered on promised time

 Most of the respondents were offered test drive and some of respondents were
not offered the test drive

 According to the survey some of the respondents feel good, some of respondents
feel satisfactory, some of the respondents feel excellent, some of respondents
feel moderate and some of respondents feel unsatisfactory.

 Most of the respondents are satisfied and some of respondents are neither
satisfied nor satisfied some of respondents are dissatisfied some of respondents
are not at all satisfied and very few respondents are fully satisfied.
 Most of the respondents feel brand name is important, many of the respondents
feel brand name is not important.
 Most of the respondents feel mileage price is more and low maintenance and
some respondents feel brand name is important 20% of respondents feel wide
range of respondents is important.

 Some respondents purchased vehicles before 3 years few of respondents

purchased before 1- 2 years 18% of respondents purchased before 6 months and
very less of respondents purchased before 3 – 5 years

 Most of the respondents are need of less labour charges and service in time and
little bit of respondents need reliable service and few of the respondents need
well trained mechanics and availability of spares

 Most of the respondents face the problem of delay in service and high price of
spare parts some of the respondents face problem of not easily availability of
spares and low quality of spare parts.
 Most of respondents rate the service performance as good and average some of
the respondents rate as very good and bad.
 Most of the respondents are need of increase in number of service stations to
reach maximum number customers.
 Most of the respondents have complaint about delay in availability of spare parts
and high price.
CHAPTER-7
LIMITATIONS
LIMITATIONS OF THE STUDY
 Sample size is limited to 100 customers in New Delhi (Dwarka, Uttam nagar )
only. The sample size may not adequately represent all the customers
viewpoints.
 Customer Satisfaction is affected by the various factors and in a short span of
time it is not possible to study all these factors.
 The Study is also restrained by time factor.
 Biased response of the customers.
CHAPTER-8
SUGGESTIONS

&

RECOMMENDATIONS
SUGGESTIONS & RECOMMENDATIONS

Different models of TVS vehicles can be introduced for ladies, with better comfort,
speed and power, so that it can cater to the changing taste of women.
1. Most of the consumers who use TVS vehicles are youths and employed persons.
Company may come up with some new models of bikes with some added
features which may attract other sections such as engineers and doctors.
2. It is seen that awareness among the people about TVS is high. Company can
further come out with some diverse advertisement in order to reach the right
people at right time.
3. Prices of TVS vehicles should be made affordable, without compromising with
the quality, so that it can attract more customers.
4. The comfort and safety level of TVS vehicles should be improved ; quality
should further be improved more so that maintenance remains low.
5. Though most of the customers are satisfied with the mileage, it is advisable that
TVS company can make effort to increase the mileage capacity which is one of
the main factors which affect purchase decisions.
6. It is seen that TVS vehicles are limited to few colours ;some of more attractive
colours should be introduced . E.g. some metallic colours and light colours.
7. The prices of the spare parts should be more reasonable and the service fees
should be cheap.
8. More service stations should be established in every part of the city in order to
reach the customers & have an easy accessibility.
9. More bikes should be introduced having more mileage capacity like other brands
such as Bajaj boxer, Hero Honda, CD 100, etc.
CHAPTER-9
CONCLUSION
CONCLUSION

Even though the “TVS Motor” has got a good market it requires publicity and it needs
to spread out. Already it has gained goodwill and popularity among people, still it needs
to reach out for all the customers. “TVS Motor” should also start producing other
models and should add a different style and variety to their product line. This will surely
attract more customers.
Its existing goodwill will help it to enhance its position in the market. At the same time
it should try to maintain its quality and standard.
A customer is an important visitor on the premises of any organization. A regular
feedback regarding his/her needs, wants, preferences and intentions helps the
organization in functioning more effectively. When consumer satisfaction is improved it
spreads satisfaction to the employees, supervisor and manager.
The suggestion given in the study will help the organization to improve functioning and
achieve success in the future years. Many learned authors have played many important
roles in consumer behavior techniques. Every organization has to select the right
techniques suitable for the organization so as to give full satisfaction to the customers.

ANNEXURE

Dear Sir / Madam,

1] Which two wheeler model do you own ?

Ans.

2] Did the salesperson spend sufficient time with you and explain everything about

the vehicle ?
 Yes No

3] Was the vehicle delivered on promised time?

Yes No

4] Were you offered a test drive during your visit to our showroom?

Yes No

5] How do you feel about two wheeler vehicle?

a] Excellent b] good c] Moderate d] Poor

e] satisfactory f] unsatisfactory

6] State the level of satisfaction for the service provided by two wheeler vehicles?

a] Completely satisfied b]satisfied c] Dissatisfied

d] Not at all satisfied e] Neither satisfied nor dissatisfied

7] Whether brand name plays important role in purchase of two wheeler vehicles?

Yes No

8] What are the reasons to purchase two wheeler vehicles?

a] mileage b] low maintenance c] Price

d] Wide range of products e] Brandname

9] When did you owned two wheeler vehicle?

a) 6 month b) 1-2 years c) 3 years d] 3-5 years

10] Do you suggest any improvement in two wheeler vehicles?

11] What are improvements in service that you demand from two wheeler vehicles?

a] Service in time b] reliable service

c] well trained mechanics c] less labor charge

12] What are the different problems that you face at the time of service of your

vehicle?

a] High price spare parts b] Not easily available

c] Delay in service d] Low quality of spare parts

13} How do you rate the service performance of two wheeler vehicles?

A] Very Good b] Good c] Average

D] Bad e] Very bad

14]Do u have any complaint, problem regarding availability of spares parts & other

services?

15] Name and Address:

16] Did you receive any information through calls or letters for the “service due” date to
get your vehicle serviced?

Yes ( ) No ( )
17] How do you rate cleanliness and comfort of service reception & customer waiting
lounge/area?

a. Excellent ( ) b. Good ( )

c. Fair ( ) d. Poor ( )

18] Do you think the person who attended to you and accepted your vehicle for service was
able to understand the vehicle issues and also answered all your queries appropriately?

a. Excellent ( ) b. Good ( )

c. Fair ( ) d. Poor ( )

19] What type of service betterment do you expect from two wheeler vehicles in future?

a. Better service ( ) b. Better settlements & claims ( )

c. Better returns ( ) d. Others ( )

20] How do you feel about two wheeler vehicles service department?

a. Excellent ( ) b. Satisfied ( )

b. Average ( ) d. Not satisfied ( )

 BIBLIOGRAPHY

 Kotler, Philip 2002,PHI(I)P.ltd.,Marketing management

 Kothari, C.R.2001,Himayalayan Publications,Research
Methodology
 C.R Kothari (research methodolgy –research metrhods and
technology)
 S.N Murthy & u Bhojanna (research methodolgy –research metrhods
and technology)

Magazines and News papers

a)Auto car India
b)Business Today
c)Business World
d)Business India
e)Economic Times
f)The Hindu
g)India Today

Websites :
 www.google.com
 www.wiki.com
 www.yahoo.com
 www.tvsvictor.com
 www.honda.in
 www.yamaha.com