Acknowledgement

It is pleasure to
acknowledge the assistance
of a number of people
without whose help this
major project could not be
completed.
I wish to acknowledge my
indebtedness to Dr. Vinod
Kumar and Dr. (Mrs.) G.
Kumar.
I express my profound
sense of gratitude to my
project guide Mr. Mukul
saxena for giving
encouragement in taking up
the project.
1
I am also thankful to all my
faculties for motivating and
librarian for making
available to me the
important books in the
library and the necessary
guidance for this project.
At last but not least, I
express my thanks to my
parents, who provided me
support throughout this
project. They have been a
perennial source of
inspiration for me.
I am too small so thank GOD
for anything and
everything.
Bhavna Tyagi
2
 Declaration
Project title:
Survey Report on Hero
MotoCorp

I, Bhavn Tyagi certify that

this project is my own work,
based on my personal study
and/or research and that I
have acknowledged all
material and sources used
in its preparation, whether
they be books, articles,
3
reports, lecture notes, and
any other kind of document,
electronic or personal
communication.
I also certify that this
project has not previously
been submitted for
assessment in any academic
capacity, and that I have
not copied in part or whole
or otherwise plagiarized the
work of other persons.
I confirm that I have
identified and declared all
possible conflicts that I may
have.

4
Signed and submitted
Bhavna Tyagi
Date: 08 / 11 / 2024

Contents
1.Introduction of the project.
6-9
2.Profile of Hero MotoCorp
10- 32
3.Product profile of Hero MotoCorp
32- 39
4.Literature Review on Hero MotoCorp
39- 44
5.Research objective on Hero MotoCorp
44- 48
6.Research Methodology on Hero MotoCorp
48-49
7.Data Interpretation and analysis
49-74

5
8.Findings of the project
74- 77
9.Suggestions
77-78
10.Limitations of the project
78-79
11.Conclusions
79-80
12.Bibliography
80-81
13.Annexure
81-82

INTRODUCTION OF THE PROJECT

The project is all about measuring the Customer satisfaction in
Hero motors. For the past few years company is trying to satisfy
its customers. The emphasis is on way of retaining customers
than on attracting new customers. It is easy to attract new

6
customers than to retain in old customers. So companies are
trying to focus on the aspect of customer satisfaction.
The sale of a product does not end with the sale transaction
but it is the point at which the original marketing concept is
start. The marketer has to see that whether the customer
satisfied with that particular product service or not. The post
purchase behaviour is important for a marketer if there is any
cognitive behaviour in the minds of customer then that is
enough to lose a customer. Giving this in mind the companies
are giving more importance to customer satisfaction for the
stop this project work has been done to find out whether a
customer is satisfied or dissatisfied also to measure the level of
customer satisfaction and provide this feedback to the
company the first phase of the project involves the collection of
information from the customer for interpreting the
characteristics based on which the customer feeds satisfied or
dissatisfied. This information is collected by preparing a
structured questionnaire the questionnaire consist of most
open-ended and closed ended questions the questionnaire is
designed in such a way that the customer feels convenient to
answer. The collected information through the questionnaire is
analysed and presented in a statistical form the findings are
listed and suggestions to solve problem faced here being give
in the suggestion part.
customer satisfaction
whether the wire satisfied after purchase depends on the offer
performance in relation to the buyer expectation in general
satisfaction of person feeling of pleasure or disappointment
resulting from comparing a production perceived performance
relation to his her expectation if the performance failed short of
expectation the customer is dissatisfied with the performance
matches the expectation customer is satisfied if the
performance exceed the expectation the customer is highly
satisfied.

7
 Customer satisfaction cannot be very difficult after all you
either satisfied with the services you receive or you are not. If
you don’t you are not. If it is that easy than obtaining pupils
opinion after how satisfied they are with relatively
straightforward matter or is it customer satisfaction is a
marketing tool and definite value added benefit it is often
perceived by customers as important as the primary product or
service your organisation offers it looks at which is involved
from three different angles the first is from the view of an
organisation wishing to understand and majors how satisfied its
customer are with the product and service they receive from it
the second is from the perspective or a research agency that
has been asked to obtain feedback from customer and about
their experiences when dealing with companies finally it’s
considered the issue from the perspective of consumers who
participate in survey including both business customer and
member of general public.

WHY TWO WHEELER

NECESSARY

That two wheeler industry in India has been in existence is

1955. Is consist of three segments viz. Scooters, motorcycle,
and mopeds. The increase in sales volume of this industry is
proof of its high growth. In 1971, sales were around 0.1 million
units per annum by 1998, this figure has rising to 3 million
units per annum. Similarly, capacities of production has also
increase from about 0.2 million units of annual capacity in the
70s to more than 4 million units in late 90s

The two wheeler industry in India began its operations within

the framework of the national industrial policy are espoused by
8
the Industrial Policy Resolution of 1956 (see Government of
India 1980, 1985 1992). This resolution divided the entire
industrial sector into 3 groups of which one contained industries
whose development was the exclusive responsibility of the
state, another included those industry in which both the state
and the private sector could participate and the last set of
industry that could be developed exclusive under private
initiative with the guidelines and objectives laid out by the 5
years plans. Private investment was channelized and regulated
through the extensive use of licensing giving the state
comprehensive control over the direction and pattern of
investment. Entry of firms, capacity expansion, choice of
products and capacity mix and technology, were or effectively
controlled by the state in a bid to prevent the concentration of
economic power. However due to lapse in the system, fresh
policies about in the end of the sixties.

The two wheeler industry in India has to a great extend been

shaped by the evolution of industrial policy of the country.
Regulatory policy like FERA and MRTP caused the growth of
some segments in the industry like motorcycle to stagnate.
Once foreign investment were allowed in 198. The reforms in
the eighties like ‘broad banding’ caused the entry of several
new firms and products while caused the existing technology
outdated product to lose sales volume and or exit the market.
Finally with liberalisation in the 90s the industry witnessed a
proliferation in brands and description of evolution of the two
wheeler industry in India is usefully split up into four ten year
periods. This division traces significant changes in economic
policy making. The first time period 1960-1969, was one's
during which the growth of the two wheeler industry was
fostered through means like permitting foreign time for
exchange reserve were down to the two months import there
was a large budget deficit double digit inflation and with India's
credit rating down graded , private foreign lending was cut off.
Also the gulf war in 1990 brought about increasing oil prices ,

9
and India had to import oil l for over us 2 billion dollar to Indian
(GATT secretariat, 1993)

The two wheeler industry in the 90's was characterized by an

increase in the number of brands available in the market which
caused firms to complete on the basis of fuel - efficiency which
is improved by 6o-100% in the new vehicle . In the seventies ,
motorcycle was on average between 25 to 50 kmpl (kilometre
per litre), which had now improve to 50 to 80 KMPL. For
mopeds it improved from 50 kmpl 280 kmpl output off the
engine also increase from 3-4 HP to 10 HP per 100cc. In the
scooter segment models with features like self -starter facilities,
automatic transmission system gearless riding etc. were
introduce that were traditionally not available in scooters. In
the motorcycle segment, the new 100 cc models compared well
against the existing heavier models of 250cc, 350cc etc. as
these were lighter and more fuel – efficient .

The two wheeler have played a vital role in growth of Indian

automobile industry. Over the years the domestic sale of
various brand of two wheelers have grown in large numbers.
Even in the sphere of export, the two wheeler have been able
to maximize the various profit margin of various two wheeler
manufacturers. In the recent years the two wheeler industry
has witnessed sea change.

10
 INTRODUCTION TO HERO
MOTORCOP

11
HERO : ( Highway Emergency Response Operator) , Hero
Motor cop LTD headquartered in New Delhi, India stands as a
formidable entry in the global two wheeler industry established
in 1984. IT has consistently been the world largest
manufacturer of motorcycles and scooters in terms of units
volumes since 2001 with a commanding 47% share in India
domestic motorcycle market and a substantial 33.2% in the
overall two wheeler market lenders on its home turf.

Hero MotoCorp has a vast network of over 10,000 customer

touch point worldwide ensuring a broad and efficient customer
reach with an impressive annual procedure capacities facilities,
the company meets the demand effectively. Internationally it
extends its presence to 47 countries, offering its products to a
diversified global clientele.

Its commitment to innovate and customer satisfaction is

evident through its 110 million strong customer base. The
company remains driven by its vision of being ‘ The future of
mobility ‘ and its mission emphasis creating industry – leading
mobility solutions, collaboration for substantial practise and
inspiring stakeholders through purposeful actions.

MARKET SHARE OF
HERO

Hero MotoCorp market share in India ‘s two wheeler industry

varies depending on the period, but is generally in 30- 60%
range.

12
  2023: Hero MotoCorp was the leading two wheeler
manufacturers in India with a market share of 32%.

 2024: Hero MotoCorp ‘s market share was 43.74% down

from 45.02% in the same period a year age.

 April – September 2024 : Hero MotoCorp ‘ s market share

is 43%.

Hero MotoCorp is one of the world largest two wheeler

manufacturers.

As of October 2024 Hero MotoCorp has market capacity of Rs

1.04 trillion. This makes Hero Motor crop the world ‘ s 1427

13
the most valuable company by market capacity according to
our data

Branches of Hero
MotoCorp in
Different part of
world

BRANCHES OF HERO MOTOR CORP

Hero MotoCorp has branches in many countries like :

 Asia : Bangladesh, Nepal , India, Srilanka ,
Pakistan, Philippine’s
 Africa : Angola, Ethiopia, Kenya, Tanzania,
Uganda, Zambia.
 Central and South America: Bolivia, Colombia,
Costa Rica, Dominican Republic, Ecuador, El
Salvador, Guatemala, Guyana, Haiti, Honduras,
Mexico, Nicaragua, Panama, Peru, South Africa .
 Other : Argentina, Egypt, GCC, Madagascar,
Myanmar, Trinidad, Turkey.
14
 Hero Motor Corp has manufacturing facilities in India,
Colombia, and Bangladesh. The company also has
tech canters in India Germany.

Hero Motor Corp is the market leader in India with

over 50% share of the domestic motorcycle market.
The company has over 6, 000 dealers all around

PROFILE OF HERO MOTOR

CORP

Hero Motor Corp Ltd a renowned two wheeler brand

from the vibrant city of New Delhi has consistently,
maintained its stature as a global leader in the
motorcycle and scooters sector for well over two
decades. Imagine roads a representation to the country
spirited And detrimental automotive industry. Hero
Motor Corp has not merely led India’ s remarkable
journey in mobility but has also shown its presence
across the international automotive marketplace,
showcasing the expertise of Indian manufacturing and
engendering capacities to a global audience , spinning
47 countries to be precise.

ABOUT HERO MOTOR CORP Ltd

15
16
 OVERVIEW OF HERO MOTO
CORP
Ltd.

Hero Moto cop headquarters in New Delhi

India is the world largest manufacturer of

17
motorcycles and scooter by volume
stablished in 1984 as a joint venture
between India’s hero cycles and Japan’s
Honda the company initially operated as he
Rwanda however in 2010 after Honda exited
the partnership the company was rebranded
as hero Moto Corp. This transaction marked
the beginning of hero’s journey as an
independent entity allowing it to establish
its unique identity and expand aggressively
in the global market. Hero MotoCorp service
a massive customer base Premier League in
India which exporting to over 40 countries
across Asia Africa and Latin America the
company has an extensive portfolio of two
Wheeler with a strong emphasis on
commuter motorcycles such as the
splendour passion and achieve deluxe which
are widely recognised for their fuel
efficiency affordability and durability
additionally hero offers scooters like the
pleasure plus destiny an maestro edge
catering to varied customer segments
including youth and families .

18
 Hero Moto Corp is actively investing in the
future mobility included electric vehicles EVs
with plans to launch a robust line of EVs
under its own brand the company has
already invested in AV technology firms like
Anther energy and has established the hero
global centre for innovation and technology
in Jaipur India which serve as its R&D hub.
Through CRT heroes developing cutting
edge technology to improve fuel efficiency
create more environmental friendly vehicles
and eventually transition to electric and
hybrid models in response to global demand
for sustainable transport solution.

In terms of market strategy hero Moto cop

is deeply customer focused aiming to
provide affordable and reliable 2 Wheeler
that align with the needs of middle income
customer in both urban and rural reason the
company’s extensive distribution network
brand loyalty and marketing strategies often
featuring popular sports personalities and
Bollywood stars have cemented its
reputation across India and emerging

19
markets. Financially Hero MotoCorp remains
a strong performer with consistent revenue
and profitability underscoring its robust
position with the industry. Despite facing
stiff competition from brands like Bajaj Auto
Honda motorcycle scooters India and
previous Motor Company heroes
commitment to affordability and innovation
keep it at forefront of the two Wheeler
market .

Hero Moto cop also has a deep commitment

to corporate social responsibility with
initiative focused on health education and
environmental sustainability its production
plant and design with eco friendly practises
aligning with the company’s broader goals
of sustainable development. Looking ahead
hero said to strengthen its global footprint
expanded TV offering and continue
innovating in response to the fast changing
automotive landscape this strategic focus on
sustainability customer need and
technological advancement positions Hero
MotoCorp as a portal player in the global

20
mobility ecosystem committed two driving
growth in traditional market while adapting
to the future of electric and hybrid
transportation.

HERO MOTOR CORP

LTD.
HISTORY

 1984: The inception of Hero Motors Ltd. Was

marked as a joint venture between the Hero Group
and Honda company japan.
 1985: This year witnessed the roll out of the first
motorcycle, CD 100.

21
  1987: A significant landmark, the 100,000th
motorcycle was produced.
 1991: Hits the production milestone of 500000
motorcycle.
 1994: The iconic ‘ splendour ’ was
introduced, and the production number hit
1000000 .
 1997: Introduction the new model “ street “ , Hero
also extends its manufacturing capabilities by
inauguration its 2nd plant at Gurgaon.
 1999: With the introduction of a new model _
“CBZ” , Hero showcased it’s ability to explore,
merging style with performance.
 2000: A remarkable year when Splendour was
declared the world No. 1 – the largest – selling two
wheeler model.
 2001: The 5 millionth motorcycle rolled out, and
new model “ Passion ” was introduced.
 2003: Splendour achieved a global record of being
the world ‘ largest – selling model of three
consecutive years.
 2004: This year marked the emergence of
splendour as a global leader, crossing the 5 million
marks in sales and Hero Honda becoming the world
No companies for the consecutive years.
 2005: The company established HERO Honda
Hardwar plant, its third manufacturing facility.
 2007: This year saw the company introduce a
revolutionary 100 cc bikes , the Hero Honda , CBZ
Xtreme , which brought fresh design and
technological advancements into market.

22
  2009: The 15 millionth two wheeler was rolled out
from its plant in Gurgaon.
 2010: Company decided to part ways with Honda
and was renamed Hero motor cop in the following
year, signifying the end of a joint ventures and the
beginning of an independent journey.
 2011: It marked the birth of new identity with
Hero MotoCorp unveiling its new logo and brand
identity. IT also launched impulse, the first model
without Honda technology.
 2013: The company introduced smart featuring
the innovation i3s technology ( idle start- stops
system) which marked Hero’ s steps towards
smart, Eco- friendly mobility solutions.
 2016: Hero MotoCorp launched the “
splendour I smart 110” , the first motorcycle to
be developed completely in – house , showcasing
its R&D capabilities post – separation from Honda.
 2018: Hero MotoCorp celebrated the production
of its 100 millionth two wheeler, a milestone in the
global two’ wheeler industry.
 2019: Setting the 25 million units production
landmark at the Hardwar Facility marked this year.
 2021: The company operation in Nigeria were
restarted, and enhanced its operations its
premium portfolio with the Plus 200 4v launch .
 2022: Hero MotoCorp announced several notable
events, including a collaboration with Hindustan
Petroleum Corporation LTD. To push emerging
mobility solutions and unveiled a new brand VIDA
for electric mobility.

23
  2023 : key changes took place this year, including
the appointment of NIRANJAN GUPTA as a chief
executive officer

MAJOR SUBSIDIARIES OF HERO MOTORCOP

LTD.

Hero cycles Ltd.

A flagship company of the Hero Eco Group, Hero

Cycles holds the title of being one of the largest
manufacturers of bicycle in the world. Established
in 1956, Hero cycles has focused on producing high
– quality bicycle but also has been crucial in
promoting a culture of eco friendly transportation.
With a manufacturing capacities that stands at
around 5.2 million bicycles per annum, it showcase
its operational excellence and has a variety of
model suitable for all age groups.

Hero FinCorp Ltd.

Instrumental in meeting the financial facilities

needs of customers, dealers, and suppliers of Hero
MotoCorp , Hero FinCorp makes a notable mark in
the financial sector. With a diversified product
portfolio that includes solutions for two wheeler
financing, Hero FinCorp not only aids in increasing
the sales of Hero MotoCorp but also driver’s a
smooth and supportive financial experience to its
customers. IT prides itself on its robust network,

24
 offering financial products that cater to a wide
variety of needs across different demographics.

Hero Future Energies pvt .ltd.

Hero Future Energies, established in 2012, signifies

Hero MotoCorp commitment towards substantial
and environmental responsibility. With a multi
dimensional approach covering wind, solar, and
alternative energy, Hero future Energies is
emerging as a key contributor in shaping India’ s
renewal energy landscape, ensuring a cleaner and
more substantial future.

Major Acquisitions by Hero

MotoCorp Ltd.

Erik Buell Racing ( EBR)

In 2013, Hero bought a big piece of Erik Buell

Racing (EBR) , a company in the U.S. know for
marketing great motorcycle. This buy helped HERO
learn more about making sports bike and use EBR
know – how in engineering. Joining hands with
EBR , Hero planned to use its big manufacturing
power to make exciting new products and spread
its business in more countries.

Anther Energy
25
 Hero put money into Anther Energy, an Indian
company that good at marking electric scooters.
This wasn’t just about investing money but also
about learning more about electric vehicle
technology. Anther’ s cool electric scooters and
their knowledge of EV tech helped speed up Hero
own work in making electric vehicles . This shows
Hero’ s promise to build eco – friendly bikes and is
a big step towards their dream of green mobility.

Product/ Brand under Hero

MotoCorp Ltd.

Hero Splendour

Splendour is a bike that many people know and

trust. It came out in 1994 and since then, it has
been loved for being that doesn’t use much petrol.
There are different kinds of Splendour like
splendour+ , Super Splendour, and Splendour I
smart , and all of them are easy to afford and run.
They are simple, look good, and are easy to ride
every day.

Hero XTREME 125R?

26
 The Hero Xtreme 125R is powered by
124.7cc BS6 engine which develops
a power of 11.4bhp and a torque of
10.5Nm.
With front disc and rare drum brakes,
Hero Xtreme 125R comes up with
anti locking braking system. This
Xtreme 125R bike weight 136 kg and
has a fuel tank capacity of 10 litres

Hero kazima

Since 2003d, kazima has been a popular name for

those who like sports bikes. IT looks sporty and
rides powerfully , making it a choice for people who
like long drive and sporty riding. Kazima and the
later model, Kazima ZMR, were liked for their
powerful 223cc engine and sporty look. This bike
made it clear that Hero can make bikes that are
exciting and meet different riders dream.

Hero CBZ

CBZ, a bike that came out in 1999 in the 150 cc

category, showed Hero MotoCorp commitment to
making powerful and stylish bikes. CBZ quickly
become famous for its strong engine. Sporty looks,
27
 and great performance. It created to young people
and bike lovers by providing mix of power and
style. The CBZ series grew with new models like
CBZ Xtreme and CNZ stars , showcasing Hero ‘ s
skill in mixing lively style with strong performance
and setting a standard in the higher – level bikes
segment.

Hero MotoCorp Increase stake

In Anther Energy by 2.2% for
124 cr

Formation of venture between

Hero and Honda cities

Honda Motor ltd is a Japanese public multinational

conglomerate manufacturers of automobile,
motorcycles and battery – powered equipment founded
in October 1949 by soichiro Honda and headquarters in
Minato, Tokyo, Japan.

Honda has been the world’s largest motorcycle

manufacturer since 1959, reaching a production of 400
million by 19 December 2019 it is also the world’s
largest manufacturer of internal combustion engine

28
measured by volume producing more than 14,000,000
internal combustion engine each year. Honda became
the second largest Japanese mobile manufacturer in
2001. In 2015 Honda was the 18th largest automobile
manufacturer in the world .
Honda was the first Japanese automobile manufacturer
to release a dedicated luxury brand Acura on 27 March
1986. Aside for their core automobile motorcycle
business Honda also manufacturers garden equipment
marine engine personal watercraft power generators
and other products. Since 1986, Honda has been
involved with artificial intelligence/ robotics research
and release their ASIMO robot into 2000. They have
also venture into aerospace with the establishment of
GE Honda Aero Engine in 2004 and the Honda HA420
Honda JT which began production in 2012 Honda has 2
joint venture in China Dongfeng Honda an Gac Honda.

In 2013 Honda invested about 5.7%( U.S. dollars 6.8

billion) of LC revenue into research and development
version 2013 Honda become the first Japanese
automaker to be a net exporter from United States
exporting 108,705 Honda and Acura models while
importing only 88,357.

Termination of Honda joint

venture and
29
 The remaining’s

By December 2010, the board of directors of the Hero

Honda group has decided to terminate the joint venture
between Hero group of India and Honda of Japan in a
phased manner. The Hero group would buy out the 26%
stake of Honda in JV hero Honda. Under the joint
venture Hero group could not export to international
markets ( except Bangladesh, Nepal and she Lanka ) on
the termination would mean that Hero group could now
export. From the beginning, the Hero group relied on
their Japanese partner Honda for technology.

Honda exit excited the joint venture through a series of

off market transaction by giving the munjal family,
which held us 26% stake in the company. Honda,
wanting to focus only on its independent fully owned 2
Wheeler subsidiary, Honda motorcycle and scooter
India HMSI exited HERO Honda at a discount and get
over rupees 6,400 crore (equivalent to rupees 140
billion or US dollars 1.7 billion in 2023) for its stake. The
discount was between 30% and 50% to the current
value of Honda’s state as per the price of the stock
after the market closed on 16 December 2010 .

The rising difference between two partners gradually

emerged as a very tender. Differences had been
brewing for a few years before the split over a variety
of issues, ranging from Honda’s reluctance to fully and

30
freely share technology with Hero (despite a 10 year
technology tie - up that expired in 2014) as well has
Indian partners uneasiness over high royalty pay outs
to the Japanese company. Another major irritant for
Honda was the refusal of Hero Honda , (mainly
managed by munjal family), to merge the companies
spare parts business with Honda’s new fully owned
subsidiary HMSL .

As for the arrangement, it was two- leg deal: in the

first part. The Munjal family former lead by Brij Mohan
Lal Munjal group formed overseas incorporated special
purpose vehicle SPV to buy out Honda entire stake,
which was backed by bridge loans. This SPV was
opened for private equity participation and those
included Warburg Pincus, kolver kravis Roberts KKR
coma TPG ,Bain Capital and the Carlyer group

31
 Formation of New
company

32
33
 Hero
Passion
The name of the company was changed from Hero
Honda motors limited to hero motor Corp limited on 29
July 2011. The brand identity and the logo of Hero
motor Corp was developed by the British firm wolff
Olins. This logo was revealed on 9 August 2011 in
London, to coincide with the third Test match between
England and India.

Hero MotoCorp can now export to Latin America ,

Africa, and West Asia. Hero is free to use any vendor
for its components instead of just Honda -approved
vendors.

On 21st April 2014, hero moto crop announces its plan

on a rupees 254 crore (equivalent to rupees 406 crore
our U.S. dollar 49 million in 2023 ) joint venture with
Bangladesh Nitol- Niloy group in the next 5 years is set
up a manufacturing plant in Bangladesh. The plant
started production in 2017 under the name of HMC L
Niloy Bangladesh limited Hero Moto Corp owns 55% of
the manufacturing company and the rest 45% is owned
O motors a subsidiary of Natal new life group hero is
also updated AT100CC engine range in 2014 400CC
bikes except for Hero Dawn .

34
 PRODUCT PROFILE

Here is the product profile of hero motor Corp one of

the leading 2 Wheeler manufacturer globally:

1. Commuter motorcycles
 popular model : Hero splendour ,HF deluxe,
passion pro , glamour.
 features : these motorcycles are designed pre
merely for R1 commuters focusing on fuel
efficiency low maintenance and affordability engine
sites in the category range from 100CC to 125CC
with simple design prioritising practically and
reliability

2.Premium commuters motorcycles

 Popular model : extreme 160 R X + 200 T an
extreme 200 S features these models have sportier
design and large engines ranging from 160CC to
200CC aimed at younger riders who want a
balance of style and performance without
compromising on full efficiency they also played for
both city commutes and short recreational rides.

35
3.Adventure and off road motorcycles

 Popular model: Hero X + 2 hundred X + 204 V.

Features : Hero X plus series cutters to adventure and
off road enthusiast these motorcycle are designed for
tough tyrants and adventure riding equipped with
features like high ground clearance of Rd tyres and
reinforce suspension their relatively affordable
compared to the the weather adventure motorcycle
making them appealing two big narov Rd riders

4.Scooters

 popular model : Hero maestro edge pleasure plus

destiny 125.
Features : these scooters are popular among urban
users for their ease of use storage and smooth rides.
the lineup includes models with 110CC to one 25CC
engine's featuring design that appeal to both men and
women and provide decent fuel efficiency for city
commutes.

5. Electric and hybrid motorcycle

(emerging segment )

 Development : Hero motor Corp has announced

plans to electric models under a new brand Vida in

36
 response to growing demand for eco friendly
vehicles.
Planned features :these electric models will target
urban commuters emphasising 0 emissions cost
efficiency and convenience.

6. sports motorcycle

 popular model: Hero Xtreme 160 our extreme

2005
Features: Hero sports motorcycle line up in more entry
level focused all accessible pricing fuel efficiency an
moderate performance these work target younger
riders interested in affordable sports

Brand positioning and

strategy

HERO motor Corp key strengths and strategies

include :
 Affordability and accessibility :with an extensive
dealer network in India and across emerging
markets , Hero catters to a price sensitive
37
 consumer base with accessible cost effective
bikes.
 Fuel efficiency and durability : Hero bikes are
known for high mileage and reliable builds
appealing to users looking for minimal
maintenance.
 ECO friendly focus: with an investment in electric
and hybrid technology hero is preparing to launch
environmentally friendly options responding to
globally regulatory change and shifting consumer
preference .
 Ruler an urban market reach: Hero has
strategically developed models and price points
for both ruler and urban customers making it our
trusted brand in a variety of segments .

Hero MotoCorp’s line up serves a broad consumer

base especially end developing countries where
affordability fuel efficiency and durability are
crucial the companies ongoing electric vehicle plan
also show its focus on evolving market demands.

Here are some additional insights into Hero motor

cops operation technology , and global
expression :

1.Global presence and market

expansion
 International reach: Hero motor cop operates in
over 40 countries across Asia Africa South America
and Central America. They have a strong focus an

38
 emerging markets where affordability and fuel
efficiency are key selling points .
 Manufacturing faculties: Hero has manufacturing
plants in India ( Gurgaon, Nimran,and Haridwar,
Halol, and Chittore ) and overseas including in
Bangladesh and Colombia. and international
production capacities support global expansion
and minimise.

2. Technological Innovations and

Partnership
 Research and development (R&D) : Hero has
invested heavily in R&D with faculties in Jaipur
India (the centre of innovation and technology or
CIT ) and in Germany Hero centre Germany GmbH
focus supports product development innovation in
fuel efficiency and emission compliance.
 Collaborations and Partnership: Hero has formed
partnerships to enhance its technological edge. for
example Hero collaborated with Harley-Davidson
to distribute and develop new motorcycles for
Harleys Brand in India Additionally its strategic
investment in ather energy an Indian electric
scooter manufacturer bolsters its electric vehicle
capabilities.

3. Sustainability and environmental

Initiative
 Sustainable practises: Hero Moto Corp aims to
reduce its carbon footprint by focusing on
substantial production practises and eco friendly

39
 technologies. Its factories implement energy
efficient system and promote green initiatives like
water innovation and waste reduction.
 Electric vehicle development :Hero’s investment in
its VIDA brand and ather energy reflects its
commitment to entering the EV segment with
advanced battery technology charging
infrastructure.

4.Focus on Rural and Semi Urban

Markets
 Product customization for ruler markets : Hero has
developed durable easy to maintain bikes
specifically suited to rural roads making them
highly popular in India’s ruler regions models like
the HF dulux and splendour are designed to
withstand rough terrain and have minimal
maintenance needs.
 Strong dealer network: Hero’s extensive dealer
network in both urban and ruler areas insure easy
accessibility to its vehicles parts and services. This
is particularly valuable in rural reasons where
customer reach is major factor for successful .

5. Marketing and Branding:

 Hero as a trusted brand : Hero has positioned itself
as a reliable valuable driven brand with a focus of
India first products which resonated strongly with
Indian consumers it is consistent branding in India

40
 has mode models like splendour and fashion
household names.
 Strategic brand messaging : Hero’s campaign focus
on themes like self-reliance and empowerment,
resonating with a broad audiance campaign such
as from a hero have reinforced the brands
reputation as the“ people’s bike.”

6. Future outlook and strategic goals

 Digital Transformation: Hero is enhancing customer
experiences through digital platforms allowing for
easier access to sales service booking and other
resources
 Electric transition plans: Hero aims to transaction a
portion of its product line to electric over the next
decade with plans to capture a significant market
share in the budget friendly electric 2 Wheeler
segment
 Expanding premium segment : To capture younger
and premium customers, Hero increasing its focus
on high performance models and expanding its
xtreme and x plus series . This main aims to
diversify its product line and beyond commuter
bikes.

Hero MotoCorp strategy is well-rounded balancing

affordability and performance for both urban and rural
markets while steadily in transaction into the electric
and premium motorcycle segments for the stop their
approach to R&D international growth and substantially

41
positions there strongly for future challenges and
opportunities.

Literature Review Of Hero

MotoCorp

A literature review on the row MotoCorp would cover

key aspects of its growth strategic initiatives, market
presence and industry challenges. here's an overview
of themes commonly discussed in research paper case
studies and industry reports:

1.Evolution and Market Dominance

Background and growth: Hero Moto Corp began as a
joint venture between hero cycles and Honda in 1984.
Initially called Hero Honda the brand leverage to
Honda’s technology and heroes market insights to
dominate the Indian motorcycle market becoming the
world’s largest two Wheeler manufacturer in terms of
unit sales. Post their split in 2010 hero Moto Corp
redefined its brand identity focusing on independent
R&D and global expansion market leadership hero
focus on producing low cost high efficiency commuter
motorcycles enabled it to capture a massive share of
the Indian market especially in rural areas. The hero
splendour and HF deluxe models are noted for their
42
along longevity and full efficiency catering well to
Indian consumer’s needs.

2.Strategy and segmentation:

 Low cost and high volume strategy: Hero’s success
is often attributed to its low cost production and a
focus on high volume sales by prioritising
affordability and mileage Hero has remained highly
competitive in the commuter segment maintaining
a large customer base in ruler and Semi urban
markets
 Diverse portfolio: studies by light Hero’s product
portfolio which range from entry level commuter
motorcycle to Indian models scooters and he
elected to Villiers under its Vida this diversified line
up enable hero to target various customer
segments from budget conscious buyer two young
urban riders.

3.R&D and Technology

 Investment in R&D: Literature on heroes R&D

efforts as the establishment of the centre of
innovation and technology CIT in Jaipur and the
Hero tech centre in Germany emphasise the
companies focus on innovation forced its
separation from Honda the centre have helped
heal developed indigenous technology reduced
dependency on external partners and enhance its
innovation capabilities.

43
  Focus on fuel efficiency and compliance: Research
often highlights hero advancements in fuel
efficiency given the coast conscious nature of its
primary customer base .Hero also adverse to
global emission norms by investing in BS 4th
compliant engine and actively developing said
electric models positioning it well for regulatory
changes.

4.Branding and consumer loyalty

 And Equity and Trust. Heroes the homemade hero

campaign has been analysed for its effectiveness
in connecting with Indian consumer or an
emotional level building hero is a brand synonym
so wait durability and value consumer centric
innovation studies befriender standing on Indian
consumers need as seen in its motorcycle simple
design and focus on low maintenance this
approach alone with a vast service network has
sorely fired heroes reputation as a pupils ground
oppose organ and rumour market

5.Challenge and competitive Landscape

 Incretion: Research identifies the growing

competition from brand like Bajaj previous and new
and trends in electric vehicle market as a challenge
for Hero MotoCorp while hero leads in commuter

44
 motorcycles competitors an gaining ground in
premium and performance segments
.
 Transition to electric vehicles :heroes approach to
eligibility to urge me to brand in an area of focus
the literature points out that while he row has
invested in EV technology and companies night
after energy it faces challenges from early EV
players including all electric and vaginas the
demand for affordable reliable EVs is high
especially in urban areas pushing hero to innovate
quickly to maintain its market share.

6.International and Global Presence

 Global strategies on Hero’ s global operation
highlights its strategy for t Expansion targeting
emerging market across Asia Africa and Latin
America where its low cost fuel efficient model
have strong appeal. Hero’s investment in
production faculties in Bangladesh and Colombia
show its commitment to expanding internationally
while leveraging local partnerships.

7.Challenges in overseas market: Studies

indicate that Hero has encounter Chalstablising itself
in highly competitive international market particularly
due to stronger towards established player And
regulatory companies. 7.Sustainability and corporate
social responsibility
 Environmental initiate sustainability initiative are
weld documented , with a focus on carbon footprint

45
 reduction water conservation and renewable
energy integration. Hero has slashed to move
toward equal from the production and invest in
sustainable technology as part of its long term
environmental goals
 CSR efforts: Hero CSR activities are also widely
spell word food initiatives in healthcare add
educatill development particularly in ruler areas
where many of its customers result these efforts
enhance the brand’s reputation and foster
community loyalty.

8.Future outlooks and strategy

directions:
 Digital TRANSFORMATION: He remove towards
digital platforms service bookings and customer
support reflects are shifted to improve customer
experience especially post COVID-19 this digital
strategy aims to strengthen its relationship with
the tax subway younger audience. Focus on
premium segment research highlight heroes focus
on X spending in the premium motorcycle segment
to appeal to Emma graphic off model like the
extreme an explosive is in an effort to break heroes
image as a commuter focused brand and complete
with premium players.

Conclusions

46
 the literature and around here MotoCorp under scores
its success as a mass market leader focused on
affordable fuel efficiency while Hero faces competition
in the premium and electrical segment, its investment
in R&D customer focused innovation and substantial
future indicate a commitment to long -term growth and
adaptability. Hero’ s future Challenges include keeping
pace in the EV sector appealing to younger
demographics, and establishing a stronger
international presence.
This summary provide a holistic view of hero MotoCorp
strength challenge and strategic shifts, as covered
extensive in industry analysis case studies an academic
research.

RESEARCH OBJECTIVES
This study was conducted keeping the following
objectives in mind
1.To study the factors which influence the purchase of
Hero two wheeler?
2.To know the customer level of awareness of Hero two
wheeler
3.To find the after sales service offered by Hero
MotoCorp Ltd
4.To find the profile of Hero MotoCorp Ltd two wheeler
customers
5.To know the customer level of satisfaction of Hero two
wheeler with respect to Hero MotoCorp Ltd.

47
6.To know the various factors, which influence
customers in purchasing, they are rwo wheelers?

Research Methodology
Regarding Hero MotoCorp
A research methodology is a way to systematically
solve the problem or attain its objective it is a very
important guidelines and lead to completion of any
project work. Through observation, data collection and
data analysis.
According to Clifford woody Research
methodology comprises of defining and
redefining problems, collecting, organising and
evaluating data, making deductions and
researching to conclusions.

RESEARCH DESIGN:
A framework blueprints for conducting the research It
specifies the details of the procedures necessary for
obtaining the information needed to structure and solve
research problems.
Research methodology , which is followed by
researchers, is Descriptive study.
Typically, a research design involves the following
components, or tasks:
 Design the information needed
 Design the research
 Specify the measurement and selling procedures

48
  Construct and present a questionnaire or an
appropriate form for data collection
 Specify the sampling process and sampling size
 Develop a plan of data analysis

SAMPLE SIZE
Sample size refers to the number of participants
included in a research
100 customer are selected for conducting research

49
RESEARCH METHODOLOGY
UNIVERSE: MORADABAD
AREA: Target customers between
the area of Naveen Nagar and
Ram Ganga Vihar
Sample size: 100 customer
Sampling techniques: simple
random sampling, convenience
sampling
Research Design: Descriptive
research design
Data collection:
Primary source: Questionnaire
Secondary source: Internet

50
DATA COLLECTION
To determine the appropriate data for research mainly
two kinds of data was collected namely primary and
secondary data as explained below:

 PRIMARY DATA
Primary data are those, which were collected afresh
and for the first time and thus happen to be original
in character.
The primary data has been collected through the
Questionnaire. The question ire has been properly
prepared in order to cover all the information
required for the study. The primary data has been
collected by interaction with the customer .

SECONDARY DATA
The secondary data has been collected through by
the mannuals and also from old records available in
the organization. Some other data also collected from
the website earlier research and published books.

SAMPLING PROCEDURE
Here the research follows the simple random
sampling for conducting surveys and in detail
sampling procedure is conveince sampling. This
procedure is adopted based on the convince of the
research time and money constraints.
51
 SAMPLING UNIT
Respondents have been selected from different
regions

Data Interpretation and analysis

on Hero MotoCorp
For interpreting and analysing the data collected in a
survey of hero MotoCorp industrial practises, here's a
guide on how to approach each objective and type of
data:

Table. Showing type of Hero two wheeler models

owned

Table- Showing type of Hero two wheeler models owned

52
 No. of
Name of Hero
Num respondent
two wheeler
s

1 SPLENDOR PLUS 25

2 SPLENDOR PRO 10

3 PASSION PRO 30

4 HUNK 2

5 GLAMOUR 3

6 KARIZMA ZMR 2

7 KARIZMA 1

8 MAESTRO 3

9 SUPER SPLENDOR 2

10 SPLENDOR NXG 5

11 PLEASURE 6

12 HF DAWN 1

13 Xtreme 9

14 IMPULSE 1

Total 100

Inference:-From the above table it is inferred that, 30% of respondents

held Passion Pro and 25% of respondents held Splendor Plus, Splendor Pro
10%, and Passion Xtreme 9%. The remaining two wheelers are very less in
%. The table is inferred that some of the models are very less in market.
This formed the basis of the study.

Chart 4.1Showing type of Hero two wheeler models

owned in %
53
 IMPULSE
PASSION XPRO
1%
9%
HF DAWN
1%
PLEASURE
6%
SPLENDOR NXG SPLENDOR
SUPER
5% PLUS
SPLENDOR 25%
2%
MAESTRO
3%
KARIZMA
KARIZMA ZMR
1%
2% SPLENDOR PRO
10%
GLAMOUR
3% PASSION PRO
HUNK 30%
2%

Model Name Owned in %

Xtreme 30%

Splendor Plus 25%

Splendor Pro 10%

Passion X Pro 9%

Pleasure 6%

Splendor NXG 5%

Maestro 3%

Glamour 3%

Super Splendor 2%

Hunk 2%

54
 Karizma ZMR 2%

HF Dawn 1%

Xtreme No. of 1%
Sources
respondents

News paper ads 9

Television ads 57

Roadside
14
Boarding’s

Others 20

Total 100

Table- 4.2 showing the source of information

about Hero

Inference:

55
From the above table it is inferred that people are getting information
about hero two wheelers from television ads, more than 50% of people are
watching TV ads. Roadside Boarding &news paper are less in
performance; other sources contain motor shows, internet ads.

Chart 4.2 showing the source of information

about Hero

News paper ads

9%
20%

14%

57%

Table- 4.3 showing the influenced people for buying

Hero

Influenced people No. of respondents

Family 34

Myself 16

Friend
35

Sales representative
15
56
Total
100
Inference: -From the above table it is observed that, the buying behavior
people mostly influenced by family and friends the other factor is have
less level of influence. The people how using bike mostly youth & middle
class people and they are influenced by their friends and family
respectively. The above table showing that 35% of people influenced by
their friends 34% people through family 16% people is buying on their
need. 15% because of sales representative

Chart 4.3 showing the number people influenced for

buying in %

Series 1
40

30

20

10

0
family Myself friend Sales representative

Series 1

Buying for Bought Rate

Family 34%

Myself 16%

Friend 35%

57
 Sales Representative 15%

Table- 4.4 showing the preference of capacity &colour

No. of No. of
Preference
Capacity responden responden
of color
ts ts

100cc 17 Blue 23

125cc 28 Red 24

150cc 35 Black 39

200cc 20 Other 14

Total 100 Total 100

Inference: -

From the above table it is observed that, the bike ‘cc’ preference is
deferent customer to customer but the 35% people like 150cc bike and
28% like 125cc, 200cc bike 20% others 100cc.e preference of color
‘BLACK’ is rating at near to 40% of people after that 24% like Red color
23% Blue also . Other color like white gettingless importance in selection

Chart 4.4(1) showing the preference of capacity

58
 showing the preference of
capacity
showing the preference of capacity
35
28
20
17

100 cc 125cc 150cc 200cc

Chart 4.4(2) showing the preference of colour

45

40

35

30

25

20

15

10

0
Blue Red Black Other

Table- 4.5 showing the responseson Vehicle delivery

time

No. of
respondents
respondents

59
 Yes (on time) 78

NO (not on time) 22

Total 100

Inference: -

From the above table it is observed that,

 78% of respondents got delivery of their vehicle on time

 22% says that the delivery of vehicle got delay
 After enquire about the 22% it’s showing that they asked for very demand vehicle like
PASSION &SPLENDOR bikes and some of them ask new bike like Maestro

Chart 4.5 showing the responses on Vehicle delivery

time

showing on time Ve-

hicle delivery

No
22%

Yes
78%

60
 Table- 4.6 showing availability test drive during on
showroom visit

No. of
Respondents
respondents

Yes 92

NO 8

Total 100

Inference: -

From the above table it is observed that, 92% of respondents got test
drive during their showroom visit, other 8% didn’t got because of two
reason some of them ask the bike that not showcase in showrooms and
some of them gone small showrooms

Chart 4.6 showing availability test drive during on

showroom visit

61
 Yes
No

Table- 4.7showing the reliability of Vehicle

Respondents No. of respondents

Excellent 16

Good 23

Moderate 21

Satisfactory 39

unsatisfactory 1

Total 100

Inference: -

The above table shows how the customer rate the reliability of Hero bike,
it is observed that 16% of them telling its excellent 23% respond that its
good and 21% have moderate opinion 39% is satisfied with the
performance and 1 of the respondent is not satisfied with the Hero bike.

62
 Chart 4.7 showing the reliability of Vehicle
45

40

35

30
Excellent
25 Good
Moderate
20
Satisfactory
15 unsatisfactory

10

Table- 4.8 showing level of Service Satisfaction

Respondents No. of respondents

Completely satisfied 34

satisfied 39

dissatisfied 12

Not at all satisfied 15

Total 100

Inference:-

The above table shows the satisfaction towards Hero bike on the time of
Service 34% of respondents are completely satisfied with the service

63
provide by the company and 39% customers are satisfied and 12%
dissatisfied, 15% is not at all satisfied with the service provide by the
company the following chart shows it more clearly

Chart 4.8 showing level of Service Satisfaction

40

35

30 Completely satisfied

25 satisfied

20
dissatisfied
15
Not at all satisfied
10

Table- 4.9 showing the brand name influence in

purchase

No. of
Respondents Percentage
respondents

Yes 74 74%

NO 26 26%

Total 100 100%

Inference:-

64
From the above table it is observed that, the customers are influenced by
the brand name “HERO MOTOCROP” 74% of respondents are influence by
the brand name and 26% are not the brand “HERO” is the most selling
bike in India and Its is the brand that selling more bike in the world also

Chart 4.9 showing the brand name influence in purchase

No
26%

Yes
74%

Table- 4.10showing the reason for preference

Preference No. Of Respondents Percentage

Quality 25 25%

Price 20 20%

65
 Brand Image 24 24%

Fuel efficiency 31 31%

TOTAL 100 100%

INTERPRETATION:

From the above table we can infer that 25% of the respondents gave
preference to quality, 20% of respondents gave preference to price, 24%
of respondents gave preference to brand image and 31% of the
respondents gave preference to fuel efficiency.

From the above findings, we can analyze that 69% of respondents were
more quality conscious and only 31% respondents gave preference to
price and fuel efficiency.

The reasons are even though people are price conscious to some extent;
the consumers are more quality conscious than price conscious because
they have enough income to buy two-wheeler.

Chart 4.10 showing the reason for preference

66
 REASON FOR PREF-
ERENCE
35
30
25
20
15
10
5
0
Quality Price Brand ImageFuel efficiency

Table - 4.11 showing how long customer using hero two

wheelers

No. Of
Time period
Respondents

Less than 6
24
month

6-9 month 23

9 -1 year 32

More than 1
21
year

TOTAL 100

Inference:-

67
From the above table we can infer that how long the customer holds the
bike the split between Hero and Honda happen less than 3 year back and
this table help to know the using period of customer 79% of people that in
the research is brought their bike in the last year and 21% is using the
bike more than 1 year.

Chart 4.11 showing how long customer using hero two

wheelers

0 5 10 15 20 25 30 35

More than 1 year 9 -1 year

6-9 month Less than 6 month

Table - 4.12 showing the area thatCustomer demanding

to improve in service

No. Of Respondents
Area
in %

Service in time 31

68
 Reliable service 16

Well trained
27
mechanics

less labor charge 26

TOTAL 100

Inference:-

From the above table it is observed that, what is customer need that Hero
wants to improve, 31% need improvement in service in time, 16% in
reliable service, and 27% need well trained mechanics, 26% less labor
charge.

Chart 4.12 showing the area that Customer demanding

to improve in service

69
 35

30

25 Service in time

20 Reliable service
15 Well trained mech-
anics
10
less labor charge
5

0
Category 1

Table - 4.13 showing theproblems face at the time of

service

No. Of
Responses
Respondents in %

High price spare parts 29

Low quality of spare

14
parts

Delay in service 29

No problems 28

TOTAL 100

Inference:-

From the above table it is observed that, the customers are facing
deferent problems at the time of service,29% face high price of spare
parts, 14% face low quality of spare parts, 29% face delay in service, 28%
respondents they didn’t face any problem.

70
 Chart 4.13 showing the problems face at the time of
service

High price spare

parts
29%
No prob-
lems
28%

Low quality of spare

Delay in service parts
14%
29%

Table - 4.14 showing therating of Service Performance of

Hero Motors

NO. OF
Response PERCENTAGE
RESPONDENTS

Very good 34 34%

Good 20 20%

Average 32 32%

Bad 8 8%

Very Bad 6 6%

TOTAL 100 100%

71
Inference:-

From the above table it is observed that, 34% of customer says service
performance gives by Hero MotoCorp Ltd, Is very good and 20% says it’s
good , 32% says the service is average,8 respondents says the service is
bad and 6% says it’s very bad, To overall we can conclude that more than
85% is satisfied with the service provide by Hero MotoCorp Ltd.

Chart 4.14 showing the rating of Service Performance of

Hero Motors

40
35
30
Very good
25
Good
20 Average
15 Bad
10 Very Bad
5
0
Response

Table - 4.15 showing the good thing associate with your

brand

NO. OF
Response PERCENTAGE
RESPONDENTS

Solid engineering 16 16%

Innovative features 25 25%

Value of money 21 21%

72
 High and consistent
29 29%
mileage

Better after sale

9 9%
service

TOTAL 100 100%

Inference:-

From the above table it is observed that, what the customer feel that
make Hero deferent from other bike, 16% like the solid engineering, 25%
says innovative features is good about Hero MotoCorp, 21% respond that
Hero giving the value of money, 29% brought because of consistent
mileage of Hero,9% like after sale service of Hero MotoCorp Ltd.

Chart 4.15 showing the good thing associate with your

brand

good thing associate

with your brand
Solid engineering
Innovative features
Value of money
High and consistent mileage
Better after sale service
9% 16%

29%
25%
21%

Table - 4.16 showing the friend recommendation for

Hero bikes
73
 No. of
Respondents Percentage
respondents

Yes 82 82%

NO 18 18%

Total 100 100%

Inference:-

From the above table it is observed that, Out of the respondents 82%
people will recommend Hero bike to their friends it’s showing the 82% of
customer are satisfied with their Hero bike, and the remaining 18 %
because of some reason not recommending Hero bike to their friends

Chart 4.16 showing that recommendation to Hero bikes

No
18%

Yes
82%

74
 Executive summary

1.Market leadership:

 largest manufacturer :as one of the largest

motorcycle manufacturer in India Hero MotoCorp
enjoy a significant market share leading the
industry in sales and production.

2.Brand recognition :

 strong brand equity : the brand is well

recognise and trusted among consumers
blustered by effective marketing strategies and a
long term standing presence in the market.

3. Diverse product portfolio

 Wide range of models : Hero offers a variety

of motorcycles and scooters into different
segments for entry level to premium bikes allow
it to meet diverse customer need.

4. Distribution network
75
  Extensive reach: The company has a strong
distribution network dealership across India and
drawing international presence ensuring wide
accessibility of its products.

5.R&D AND INNOVATION

 Focus on innovation: continuous investment

in and development leads to advancement in
technology and design enhancing product
quality and performance.

6.Substantial Initiative

Commitment to sustainability : Hero

MotoCorp Has implemented various eco friendly
initiative positioning itself as a responsible
manufacture focus on religion and environmental

7.Strong financial performance

 Consistent Revenue Growth : the company

has demonstrated resilience with strong
financials contributing to its ability to invest new
project and technology.

8.Customer centric approach

76
  Focus on customer satisfaction: Hero
priorities customer feedback and satisfaction
driving improvement in product offerings and
service quality .

9.Strategic partnership
 collaborations for growth :partnership with
global companies for technology sharing and
innovation help enhancing product features
expected market reach.

These strength enabled HERO MotoCorp to

maintain its competitive edge and adapt to
market changes effectively

These approaches ensure a robust interpretation

and provide Hero MotoCorp protection able
insight following it to strategically address
industry perceptive and enhances market
position sustainability initiatives, and product
offerings.

77
 Finding of the Project

1.The Hero MotoCorp is leading the market. The

difference is to big to cop up with for any
manufacturer in short span. With proven products and
many people having faith in brand, it is quite a difficult
task the Hero number one position.
2.Hero MotoCorp India’ s no 1 two wheeler companies
have posted growth of 11.28% in the month of March
2024 compared to March 2023.
3.Ability to understand customer needs and wants,
maintain cost in low.
4.splendor 13ts, Hero Xtreme are two models that Hero
MotoCorp selling a big number.
5.The TV promotions are more influence the customer
behaviour of two sector.
6.The purchase desiccant of consumer are influence the
customer behaviour of two wheeler sector.
7.Blue , Red, Black, Color bike, with 150cc and 200cc is
moving fast.
8.Most of the despondence are agree that the biles are
delivering proper time.
9.The service provide by Hero MotoCorp is satisfied by
more than 70% of customers.
78
10.Brand name of Hero MotoCorp is still good in market
after split with Honda 74% of people like the brand
Hero.
11.Quality , price, Brand image, Fuel efficiency is
getting equal importance in satisfaction.
12.The research showing that consumer wants to get
more service satisfaction.
13.82% of the customer likes to recommend Hero two
wheeler to their friends, its showing they are satisfied
with the bikes.

79
 Overall summary
 Strength : Hero MotoCorp is highly regarded for
its brand reliability community involvement and
commitment to sustainability. It enjoys strong
customer loyalty in India due to affordability and
quality.
 Opportunities for improvement : Enhancing
public awareness of its sustainability efforts,
accelerating the development of EV products, and
strengthening localization in international markets
could help Hero MotoCorp maintain its leadership
to adapt changing industry dynamics .
 Recommendation : Increase R&D in electric
mobility, expand CSR reach, investing in global
market research for better localization and
enhance marketing around sustainability to create
a differentiated brand image.

These findings suggest Hero don’t MotoCorp

competitive advantage in the traditional two
Wheeler market while highlighting opportunities in
sustainability, innovation and global expansion to
meet evolving industry and consumer
expectations.

80
 SUGGESTIONS AND
RECOMMENDATION
 It is very hard to hold the pulse of a customer in the
market. Customers satisfaction is different for different
people at different situations.
 Majority of the respondents were still unaware about
different versions of Hero bikes. Therefore I suggest the
company persons should take initiative to create
awareness about the versions.
 Few of the customer expressed concern over frequency of
the maintenance and service problems faced by their
vehicle and re developed in order to stop the frequency of
these problems.
 Hero MotoCorp want to give more importance in there
service part it’s include timely service, and quality of
service.
 Hero want to develop more promotion for their service
part ifs include timely service, and quality of service.
 Hero want to develop more promotion for their some
models like sports bikes and gear less scooters.
 Hero bike want to increase their export market.
 Hero MotoCorp Ltd. Should try to give more
advertisement in news paper, bill boards in that area to
enable easy recall of the people for Hero MotoCorp Ltd.

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 Conclusion of The Project

Customer satisfaction is a marketing tool and a

definite value added benefit . It is often perceived
by customer as important as the primary product
or service your organisation offers.
For making a better relationship with the
customer they always use genuine parts in their
product. And after selling they have the services
and maintenance. Their constant endeavour is to
support the company mandate of providing
highest level of customer satisfaction by taking
good care of customer two wheeler service and
maintenance through their vast network of more
than 2100 committed dealers and service outlets
spread across the country.
Apart from that Hero MotoCorp Ltd. Focused on
cleanliness and other aesthetic of the service
stations and add such air conditioned waiting
area, Internet surfing, coffee shops etc to
enhance the in house experience of the
customers at those customers touch point . To
ensure that millions of customers in rural area
are not left waiting for adequate service as it is
impossible for the company to introduce service
stations at every nook and corner of the country,
mobile service stations are regularly arranged

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with prior intimation to public about the rout
that the mobile workshop would take when
passing through that region so that customer can
come and get their two wheeler serviced . All
these activities are aimed to increase the
customer loyalty and thus retaining customers.

BIBLIOGRAPHY
Reference books:
1.General Accounting by Gupta and Agrawal
2.Fundamental of Accounting by s paul Reference
News paper: 1 Economic Time
3.Times of India
4.Business Times

I also research on many Internet website for

better understanding.
 WWW.wikepedia .com
 WWW.Hero MOTORCOP.com
 WWW.autocarpo.in
 WWW.moneycontrol.com

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  WWW.thehindubuinessline.com

Annexure: Questionnaire

1.Do you have a bike?

( ) Yes ( ) No
2.Do you know about HERO MotoCorp Ltd?
( ) Yes ( )No
3.Which company bike do you have?
( ) HERO MotoCorp ( ) Bajaj ( ) Tvs ( ) Yamaha
4.Which features do you you consider while purchasing
bike?
( ) Brand ( ) Mileage ( ) comfort ( ) Designing
5Were you attend promptly when you came to hero
showroom?
( ) Yes ( ) No ( ) Not fully
6.Which marketing scheme of the Hero attracts you the
most?

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( ) Special offer ( ) cash discount ( ) Festival gifts ( )
others
7.which feature the Hero bike attracts you the most?
( ) Designing ( ) fuel efficiency ( ) price ( ) Low
maintenance
8.How do you rate the pre sale service provided by
Hero Motocorp Ltd?
( ) Excellent ( ) Good ( ) Average ( ) Bad ( ) Poor
9.How would you rate the after sale service of Hero
MotoCorp Ltd?
( ) Excellent ( ) Good ( ) Average ( ) poor
10.How is the availability of spare parts of the Hero
Motocorp Ltd?
( ) Easily available ( ) Hardly available ( ) Not available

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