A STUDY ON PERCEPTION OF ONLINE

SHOPPING THROUGH FLIPKART

Presented By:
Guidance:
DINESH KUMAR
YEOWARD
MBA 2nd YEAR

Under
Ms. JOYCE

CUSTOMER SATISFACTION TOWARDS HONDA TWO

WHEELER

INTRODUCTION
The two wheeler industry has been going steadily over the years all over the
world. India is not an exception for that. Today India is the second largest
manufactures of two wheelers in the world. It stands next only to Japan and China
in terms of number of two wheelers produced and sold.
Today the customer preferences have shifted from geared
scooters to motorcycles and also to an extent to the premium end
scooters. With rising fuel cost and more recently stringent
emission norms imposed by the government, there is a distinct
consumer preference for high efficiency. The Honda story is the
story of one man, Soichiro Honda, and his unparalleled
achievement of bringing motor cycles to the masses. Soichiro
Honda was a racer, a businessman, and a manufacturer.Honda is
a Japanese public multinational conglomerate corporation
primarily known as Manufacturer of Automobile, motorcycle and
power equipment.
SOICHIRO HONDA was a Japanese Engineer and industrialist. IN
1948, he established HONDA.Honda Motor Company is by far the
world's biggest motorcycle maker. Honda's first motorcycle was
born out of necessity in immediate post World War II Japan.
India will be the biggest global market for Honda's two-wheeler
business by 2015 before eventually accounting for 30 per cent of
its overall market share. At present, this is 13 per cent but the
company is going flat out with new product launches as part of an
aggressive growth strategy.

LITERATURE REVIEW
LITERATURE REVIEW is confirmed only to examine the Customer
Satisfaction with reference to Honda bikes and to find possible
remedies to counteract their competition.
M.ARUTSELVI (2011), in her research paper entitled on, A study on customer
satisfaction towards HONDA Bikes in kanchipuram town, has analyzed the
performance of SARADAS Auto Agencies for retaining the customers by their
authorized sales. The study has employed descriptive research approach and has
adopted survey method for data collection. A sample of 130 respondents has been
taken for the study. The study has concluded that the sales of Saradas Auto
Agencies for HONDA two wheelers were good because of the right approach of a
group of sincere mechanics.
DugganiYuvaraju and DurgaRao (2014)2 have made a study on, Customer
Satisfaction towards Honda Two Wheelers: A Case Study in Tirupati. The study
has aimed to analyze the customer satisfaction of two wheelers. The study has
found that 60 per cent of the respondents have come to know Honda Bikes through
Advertisement media, 90 per cent of the respondents were completely satisfied
with the mileage and performance of the bike, 73 per cent are satisfied with pickup of the Honda Bike, 56 per cent of the respondents have
Rachel Dardis, HoracioSoberon-Ferrer investigated the
consumer decision making is multinational, that is consumer
choices are not base on a single product attributes, instead
consumers view products as bundles of attributes. Product
attributes (automobile attributes) as well as household
characteristics. In both instances, the higher the value of the cost
index or the Trouble Index, the more unsatisfactory the car is
relative to other cars. A better educated household might be more

informed about the performance properties of Japanese cars and

attracted by the higher value reliability of these cars.

OBJECTIVE
To find out the customers satisfaction level towards Honda
bikes services.
To find out the factors that influence on customers, when they are
purchasing Honda bikes.

RESEARCH METHODOLOGY:
Research methodology is a way to solve the research problem. It
may be understood as science of studying how research problem
is done scientifically.

RESEARCH DESIGN:
Descriptive Research study is done for the study of consumer
expectation and experience.

RESEARCH INSTRUMENT:
Questionnaire is the research instrument used here.

METHODS OF DATA COLLECTION:

PRIMARY DATA
Questionnaire techniques, & discussion with the respondents
,structured questionnaire.
SECONDARY DATA
Scholarly journals, articles , books ,and through web sources .

STATISTICAL TOOLS USED

SAMPLING PLAN:
Research approach: Survey method
Research instrument: Questionnaire
Contact method: Personal contact
Data analysis: Chi-square test, percentage analysis
Sampling Plan
Sampling unit: Customers of Honda bikes
Sample size: 500
Sampling method: Convenience sampling method
Survey Area: GORAKHPUR

QUESTIONNAIRE
Please read each question carefully and indicate your response by
selecting the most appropriate choice.
1. Name:
2. Gender:
Male

( )

Female

( )

3. Age:
4. Education level
Bachelors Degree

( )

Master Degree

( )

Up to High school

( )

5. Occupation:
Business

( )

Professional

( )

Employee

( )

Student

( )

Others

( )

6-which brand do you own?

HERO

( )

HONDA

( )

TVS

( )

BAJAJ

( )

YAMAHA ( )
OTHER

( )

7-What is your sources of awareness?

T.V

( )

NEWSPAPERS
FRIENDS
DEALERS

( )
( )
( )

8- Level of satisfaction and design.

Good

( )

Poor

( )

9- what are the valuable you normally look while

purchasing a two wheeler?
Service quality

( )

Brand image

( )

Less price

( )

10-what is your opinion about mileage?

Excellent
Good

( )
( )

Average

( )

Poor

( )

11-since how many month have you been using Honda

bikes?
0-6 Month

( )

6-12 Month

( )

.
1-2 Year
More then 2 year

( )
( )

12-why do you prefer for this service?

Convenience

( )

Economical

( )

Security

( )

Features

( )

13-Are you satisfied with the quality of service being

provided.
Yes

( )

No

( )

To some extent

( )

Cant say

( )

14- Satisfaction with the honda bike pickup.

Excellent

( )

Good

( )

Average

( )

Poor

( )

15-Do you feel that the instrument being provided along

with the service
Is OK or you WANT a change (as per choice )
Yes ,we want change
NO, it is OK

( )
( )

REFERENCE:
1]. Philip Kotler 2000/e- Marketing Management
[2]. G.C. Beri- Marketing Research
[3]. Aaker Myers Advertising Management prentice Hall of India pvt. Ltd, New
Delhi.
[4]. Kothari. C.R,(1998).Research Methodology, H.S. Poplai for
WishwaPrakashan, New Delhi.
[5]. Philip Kotler., Grey Amstrong.,(1999) Principles of Marketing,
AshokeK.Ghose., New Delhi.
[6]. PhilipKotler.,(1999) Marketing Management AshokeK.Ghosh., New Delhi.
[7]. R.S.N. Pillai&Bagavathi., (1999)Marketing Management S. chand& Co.
Ltd,

[8]. Rajan Nair.,(1997) Marketing Sultan chands& sons, New Delhi,

[09]. www.hero.com
[10]. www.pioneerherohonda.com
[11]. www.autoindia.com
[12]. http://www.thehindubusinessline.com/companies/india-to-be-hondas-largest2wheeler-market/article2777985.ece