A STUDY ON CUSTOMER SATISFACTION TOWARDS HONDA

A STUDY ON CUSTOMER SATISFACTION TOWARDS HONDA SCOOTERS

Project Report submitted to the Department of Commerce and International Trade in partial

fulfillment of the requirements for the award of the degree

Bachelor of Business Administration

A MUKESH

URK18BBA043

Under the guidance of

DR. K ARUNA

Department of Commerce and International Trade

Karunya Institute of Technology and Sciences

[Declared as a Deemed University under sec.3 of the UGC Act, 1956]

April 2021

CERTIFICATE

This is to certify that the Mini project report entitled A STUDY ON CUSTOMER

SATISFACTION TOWARDS HONDA SCOOTERS is a bonafide record of work done by A

Mukesh (URK18BBA016) under my supervision and submitted in partial fulfillment for the

award of the degree of Bachelor of Commerce/ Business Administration of Karunya Institute

of Technology and Sciences.

Place: Coimbatore

Date:19/04/2021 Research Supervisor

External Examiner Internal Examiner

Head of the Department

DECLARATION

A MUKESH hereby declare that the Mini project report entitled ‘A STUDY ON CUSTOMER

SATISFACTION TOWARDS HONDA SCOOTERS’ is a bonafide record of the original research

work carried out by me in the Department of Commerce and International Trade, Karunya

Institute of Technology and Sciences and that it has not been submitted earlier elsewhere for

the award of any Degree, Diploma or Fellowship.

· I understand that KITS shall hold the copyrights of all these projects / dissertations

submitted to the University.

· I will republish the entire thesis / extracts of the report only with the permission of LITS

and I am liable to pay 40% of royalty to KITS.

· If I engage in documenting any research findings with an intention of publishing it for

commercial purpose, I shall obtain a NOC from the office of the registrar prior to

engaging in such activities.

Signature of the Candidate

Place : Coimbatore

Date : 19/04/2021

ACKNOWLEDGEMENT:

All endeavors over a long period can be successful only with the advice and support of many

well wishers. I take this opportunity to express my gratitude and appreciation to all of them.

I acknowledge my gratitude to Dr. Joseph Kennedy, Dean of the Department of Commerce, Karunya

Institute of technology and sciences, Coimbatore.

I express my thanks to Dr. Samuel Joseph Head of the Department of Commerce, Karunya Institute of

technology and sciences, Coimbatore. For the moral support extended to me in this endeavor.

Patience is the mother of confidence. Such patience with my Guide

Mr.,Dr. K Aruna Department of Commerce, Karunya Institute of technology and sciences, Coimbatore

for

encouragement and guidance. I wish my deep sense of gratitude and profound thanks to him.

A MUKESH

URK18BBA016

A STUDY ON CUSTOMER

SATISFACTION TOWARDS HONDA SCOOTERS

TABLE OF CONTENTS

CHAPTER

NO.

CHAPTERS

PAGE NO.

EXECUTIVE SUMMARY

INTRODUCTION

1.1 Introduction

1.2 Industry Profile

1.3 Company profile

4-5

1.4 Vision, Mission, Goals and Quality policy

1.5 Product and Service Profile

6-10

1.6 Area of Operations

1.7 Infrastructure facilities

1.8 Company competitors

1.9 Swot Analysis

12-13

2.0 Future growth and prospects

2.1 Financial statements

THEORETICAL BACKGROUND AND LITERATURE

REVIEW

2.1 Theoretical background

15-18

2.2 Review of Literature

18-23

RESEARCH DESIGN

3.1 Statement of Problem

3.2 Need for the study

3.3 Objective of the study

3.4 Scope of the study

25-26

3.5 Research Methodology

26-27

3.6 Hypothesis

3.6 Limitations of the study

DATA ANALYSIS AND INTERPRETATION

31-54

SUMMARY OF FINDINGS, SUGGESTIONS

CONCLUSION

AND

5.1 Findings

56-57

5.2 Suggestions

5.3 Conclusion

BIBLIOGRAPHY

ANNEXURE

LIST OF TABLES

TABLE

NO.

TITLES

PAGE NO.

4.1

Table showing Gender of respondents.

4.2

Table showing Age group of respondents.

4.3

Table showing Marital status of respondents.

4.4

Table showing Educational qualification of respondents.

4.5

Table showing Occupation of respondent.

4.6

Table showing respondent’s Monthly income.

4.7

Table shows the Respondent’s Awareness about Honda Dio

4.8

Table shows that how respondents are known about Honda Dio

4.9

Table shows from how many years respondent’s are using Honda

Dio

4.10

Table showingBuying influence of customer.

4.11

Table shows the customers source of finance to buy the Honda Dio.

4.12

Table shows Respondent’s opinion about the Prices of Honda Dio.

4.13

Table Shows Respondents purpose of using Honda Dio.

4.14

Table Shows Respondents opinion about the features of Honda

Dio.

4.15

Table shows the Opinion about the Honda Dio Vehicle Pick up.

4.16

Table shows that the road grip of Honda Dio.

4.17

Table shows opinion about the appearance of Honda Dio.

4.18

Table shows opinion about riding comfort of Honda Dio.

4.19

Table shows customer selected factor of Honda Dio.

4.20

Table shows customer opinion on the basis Overall Performance of

Honda Dio

4.21

Table shows customer level of satisfaction towards Honda Dio

4.22

Table shows customer opinion about after sales service

4.23

Table shows customer opinion about recommending to purchase

Honda Dio to others

LIST OF CHARTS

GRAPH.

TITLES

PAGE NO.

4.1

Chart showing Gender of respondents.

4.2

Chart showing Age group of respondents.

4.3

Chart showing Marital status of respondents.

4.4

Chart showing Educational qualification of respondents.

4.5

Chart showing Occupation of respondent.

4.6

Chart showing respondent’s Monthly income.

4.7

Chart shows the Respondent’s Awareness about Honda Dio

4.8

Chart shows that how respondents are known about Honda Dio

4.9

Chart shows from how many years respondent’s are using Honda

Dio

4.10

Chart showingBuying influence of customer.

4.11

Chart shows the customers source of finance to buy the Honda Dio.

4.12

Chart shows Respondent’s opinion about the Prices of Honda Dio.

4.13

Chart Shows Respondents purpose of using Honda Dio.

4.14

Chart Shows Respondents opinion about the features of Honda Dio.

4.15

Chart shows the Opinion about the Honda Dio Vehicle Pick up.

4.16

Chart shows that the road grip of Honda Dio.

4.17

Chart shows opinion about the appearance of Honda Dio.

4.18

Chart shows opinion about riding comfort of Honda Dio.

4.19

Chart shows customer selected factor of Honda Dio.

4.20

Chart shows customer opinion on the basis Overall Performance of

Honda Dio

4.21

Chart shows customer level of satisfaction towards Honda Dio

4.22

Chart shows customer opinion about after sales service

4.23

Chart shows customer opinion about recommending to purchase

Honda Dio to others

EXECUTIVE SUMMARY

The project was conducted on “A study on customer satisfaction towards Honda Dio scooters”

It encompasses detailed analysis on the factors affecting the customer satisfaction in the two

wheeler market.

In Indian market automotive and automobile are booming industries, here customers are ever

dynamic in nature they were not satisfied with the same product. They always wanted to

upgrade their products to new and advanced ones so customer retention is a Hercules task to

the company. So they gave more importance to the customer satisfaction. I had chosen Honda

Dio scooter for my study, main objective of my study is to know the level of customer

satisfaction towards the product. Major questions are formed on the basis of objectives of the

study.

Descriptive research was conducted in order to find out customer preference towards hondadio.

A sample size of 100 customers of hondadio was selected to conduct a survey using a structured

questionnaire, It was observed that Respondents are more influenced by brand image and fuel

efficiency.

In order to enhance customer satisfaction it was suggested

• To come with different color of the scooters with new models.

• Honda Dio Company should take of resale value of scooter

• All spares, accessories should be available at the service stations on proper time.

• To improve the design for wheels for a better road with and safety driving.

As an intern in the organization I learned

• Working environment

• How to initiate the research

• How to take the sample

• How to do the fieldwork

• How to manage customers

• How to conduct the research

CHAPTER 1

INTRODUCTION

1.1 INTRODUCTION ABOUT THE PROJECT

My project report is on the topic “A study on customer satisfaction towards Honda Dio

scooters.” I successfully completed my project. The study is on customer satisfaction towards

Honda Dio scooters. The topic selected detailly outlines the various factors and the relationship

which has direct influence on customer satisfaction on Honda Dio.

I felt it was a healthy working environment, more over I learnt a lot from this project.

1.2 INDUSTRY PROFILE

The word automobile comes, via the French word automobile. That means vehicle that moves

itself. Automotive industry is a widespread company or organization they produce a wide range

of products and they convoluted in designing, developing, producing, marketing, and trading

of motor vehicles. Auto motive industry is one of the fastest growing industries in our country.it

is one of the major industry by producing more than 25 million vehicle in last year. There is an

increase of 3 percent compare to last year. The automobile industry accounts 8 percent of the

GDP. The two wheelers segment, with 82 percent of the total market share. There are three big

automakers are there in the globe they are 1) General Motors, 2) Toyota Motors Corporation

and 3) Ford Motor Company. In 2008 these companies had 15 percent, 13percent and 12percent

of total market shares. Japan is the dominant producer of all time and china is in the second

place, Western Europe and North America ranked 3

and 4

place respectively. Automobile

industry is an imperative sector of overall national economy.

Major automakers

• General Motors,

• Toyota Motors Corporation and

• Ford Motor Company.

1.3 COMPANY PROFILE

Company name

Honda Motor Co., Ltd.

Kind

Public Company

Merchandized as

TYO:7267

NYSE: HMC

Industry

Conglomerate

Founder

Soichiro Honda and Takeo Fujiyama

Owner

Japan Trustee Services Bank (7.88%) The

Master Trust Bank of Japan (5.76%)

Founded

Hamamatsu, Japan (24 September 1948)

Head quarters

Minato, Tokyo, Japan

Total employees

209,400

Partitions

Honda Automobiles, Acura,

Honda Motor Cycles

Area served

World Wide

Revenue

14.88 trillion

Honda Motor is public company which was founded by Socihiro Honda and Takeo Fujiyama

in the year 1948 at Hamamatsu, Japan. Major shares are owned by two big public banks namely

Japan Trustee Services Bank and The Master Trust Bank of Japan they own 8% and 6% of the

total share capital.it served worldwide there are more than 2,00,000 employees work for

Honda, its revenue crosses 14 trillion last year. Headquarters located in Minato, Tokyo and

Japan.

1.4 PROMOTERS

Soichiro Honda

Takeo Fujiyama

1.4 VISION, MISSION STATEMENT

VISION

Pleasure our customer through advanced services as per customer prerequisite Turn

out to be the most advanced and adorable dealership in Bangalore

MISSION

Maintain morality and transparency to the customers

Satisfying the customers through quality services

Maintain harmony and peace in the company

Create and maintain a positive working environment

Promote and appraise employees

1.5 PRODUCT PROFILE

HONDA DIO 110

Figure 1.1 Honda Dio

FEATURES OF HONDA DIO 110

PRODUCT NAME

HONDA DIO 110

PRICE

62,229 RUPEES

FUEL EFFICIENCY

55 KMPL

PETROLEUM CAPACITY

6 LTRS

FUEL STANDBY

1 LTR

FUEL KIND

PETROL

GROUND CLEARANCE

145 MM

ENGINE TYPE

SINGLE CYLINDER AIR COOLED

OHC

LENGTH

1732MM

ALTITUDE

1142MM

BREADTH

722MM

OTHER PRODUCTS

HONDANAVI

Figure 1.2 Honda Navi

Honda says that they want to create something fun and that’s when the idea of Navi was born.

Name

Honda Navi

Price

62,072

Top Speed

81 Kmph

Displacement

109.19cc

Cylinders

Electric Start

Yes

Max Power

7.72 Bhp

Weight

101 Kg

HONDA ACTIVE 3G

Figure 1.3 Honda active 3G

Name

Honda Active 3g

Price

51,753

Top Speed

82 Kmph

Displacement

109.20 Cc

Mileage

61 Kmpl

Electric Start

Yes

Max Power

8 Bhp

Weight

108 Kg

Colors

Black, Trance Blue Metallic, Majestic Brown

Metallic, Imperial Red Metallic, Pearl Amazing

White

HONDA ACTIVA-I

Figure 1.4 Honda Activa-I

Name

Honda Activa-I

Price

50,749

Top Speed

83 Kmph

Displacement

109.19cc

Mileage

66 Kmpl

Electric Start

Yes

Max Power

8 Bhp

Weight

103 Kg

Colors

Black, Pearl Amazing White, Pearl Trance

Yellow, Imperial Red Metallic

HONDA AVIATOR

Figure 1.5 Honda Aviator

Name

Honda Aviator

Price

76,310

Top Speed

83 Kmph

Displacement

109.19cc

Mileage

66 Kmpl

Electric Start

Yes

Max Power

8 Bhp

Weight

109 Kg

Color

Pearl Black, Strand Silver, blue with white, black

with white, Red Metallic, Pearl White

1.6 AREAS OF OPERATION

AREAS:

World wide

INDUSTRY:

• Automobile industry.

• Automotive industry.

• Robotics.

• Fuels and gas •Hybrid electrical.

• Solar cells.

• Air crafts.

• Power equipment’s.

1.8 COMPETITORS

The main competitors for Honda are listed below

• TVS

• Suzuki

• Mahindra

• Yamaha

• Hero

• Bajaj

1.10 FINANCIAL PERFORMANCE

Geographic Region

Total Revenue (In Millions Of $)

Asia

1,283,155

North America

15,213,846

Japan

1,765,192

Europe

1,283,432

Others

905,165

CHAPTER-2

CONCEPETUAL BACKGROUND AND LITERATURE REVIEW

2.1 THEORETICAL BACKGROUND OF THE STUDY

CUSTOMER SATISFACTION

Meaning

Customer satisfaction means happiness of a person who buys a product or service from a seller

/ company. If a person satisfied by his purchased product or services then we call it as a

customer satisfaction. In this modern era there is an intense competition among the sellers and

companies. There are many unique tactics and strategies are implementing by each and every

company to retain their customers. And they trying their best to satisfy customers, by providing

eye catching offers and promotions. Hence customer satisfaction is a Hercules task to the

companies, there always hike for the customer satisfaction.

If a customer satisfied by the product and services provided by a company, he will again straight

rebuy from the same company it will increase the brand value of that company and

automatically increase in the sales volume. Providing quality products is not only enhance

customer satisfaction together the company needs to provide all the required facilities to the

customers before and after sales.

If the after sale service is good then the customer will satisfy and vice versa because a person

buys a new scooter and he was satisfied with features, price of the scooter and performance of

the product but he was not satisfied by the service provided by service center. It may leads to

total dissatisfaction

Key factors to enhance customer satisfaction

• Resect the customers

• Make Two way communication

• Gentle response to customers

• Customer service policy

• Know the customers’ expectations

• Keep your promises

• Never forget your customers

• Clear to your customers

• Unique product offering

“Respect your customers” it is an old saying, a seller should respect each and every single

customer. He is because of the customers so they are the gods. We should respect every

customer we should not divide our customer according to their purchase volume. We shouldn’t

neglect our small buyers. We have to make a two way communication in our business that

means we have make way for the customer’s response and advices because sometimes

customers are more perfect than our thoughts, so company should take all the feedbacks in a

positive manner so as to correct their faults and serve them even better. After receiving

feedbacks from the customers the company should show a gentle response to those customers

this will create a positive and a healthy bondage between customers and the company.

Before providing any services to the customers it’s better to learn the expectations because if a

company provide their services without knowing customer expectation it may leads to

dissatisfaction because he is expecting at a high rate if u fails to meet those it definitely leads

to dissatisfaction

Be clear to your customers about

• What you offer?

• How do you provide?

• Quality of offered service

• Duration of the offer

• How much going to charge?

A company should made clear about all these factors to its customers. And it has to keep all the

promises made to the customers.

Figure 2.1 Figure showing “Clear to customers” policy of Honda

FACTORS INFLUENCING CUSTOMER SATISFACTION

Image,

brand

Figure 2.2 showing factors influencing customer satisfaction

about

price

about

service

clear to

customers

about

quality

about

the

process

Service

quality

Price

Customer

satisfaction

Product

quality

Price:

It is a monetary value of the product or service. Price of a product plays a dominant role in the

success or failure of a company because in India FMCG products are the best example for price

sensitiveness. If we made a small change in the price of our product it may leads to maximum

change in the sales.

Brand image:

Brand image plays an important role in the sales because if the brand value is high we can put

high price. The customers believed that branded products are always good compare to local

products. And customers expect more from the branded products, if a person buys a china

branded mobile his expectations were limited but he bought an apple handset his expectations

were very high compare to previous purchase.

Product quality:

Customer will satisfy by the quality of product if it meets his expectations. The best example

is Nike products v/s local products, we cannot even compare because Nike provides optimum

quality products but we cannot expect the same quality from other local brands. If a customer

buys a T shirt for 100 rupees his expectations were limited but he bought a T shirt for 1000

rupees his expectations were very high compare to previous purchase.

Service quality:

If the after sale service is good then the customer will satisfy and vice versa because a person

buys a new scooter and he was satisfied with features, price of the scooter and performance of

the product but he was not satisfied by the service provided by service center.

It may leads to total dissatisfaction. These are top four factors which influence in the customer

satisfaction.

2.2 LITERATURE REVIEW

Paul S. Goldner (2006): -

In this study the author has studied the importance of customer satisfaction. Which is very

important in gaining the customers. And he also stated that the customer relationship

management is very important, there should be company should show some transparency

actions to the customers.

Grigoroudis, E and Siskos, Y (2009): -

In this study the author has provided the meaning and definition of customer satisfaction. And

meaning of customer who is a customer? What is he needed? What criteria’s to analyses the

perception and attitude of customers. It helps to conduct the survey according to the plan.

Vavra, T.G. (1997): -

The author has given the meaning and definition about loyal customer. A customer is a person

who buys the goods and services of the same brand is known as loyal customer. A single loyal

customer is important than the ten new customers so he tells about the need and importance of

loyal customers.

Howard and Sheth (1969): -

In this study the author has analyzed the buying behavior of customer which will helps to make

selling strategies from the seller or company. Because in the modern world the customers’

needs and attitudes are continuously changes, so customer satisfaction and buying behavior of

the customer study is very essential now a days.

Oliver (1981): -

The author has examined the psychological factors influencing in satisfaction of the product

and services. There are some psychological factors that helps to enhance customer satisfaction,

treating the customers when they visit the outlet, treating customers at the time of service and

repaired. The company may send greetings &wishes to their customers in the time of special

vacations like birthday etc.

Hunt (1977): -

In the study the author has analyzed the evaluation of taste and quality of the products that are

sold to the customers. Because if the quality of the product meets the expectations of the

customers then they will surely satisfied but if the quality of the sold product failed to meet

their expectations then they may be chances of disappointment.

Engel and Blackwell (1982): -

The author has described the factors influencing in buying process, for example friends,

relatives, media, and advertisements. These kinds of factors influence the customer to buy the

product. These are the strong forces which make potential buyer, in the time of buying durable

goods the friends and media, relatives definitely plays a dominant role.

Tseand Wilton (1988): -

In this study, we can notice the value of customer’s satisfaction, they started evaluating the

expected satisfaction up on perceived satisfaction. It is very important to the companies to know

what customers saw. And what they get? All the companies trying to match them but it is not

so easy to demonstrate.

Berry and Parasuraman (1981): -

in this study the author has analyzed that customers attitude and desire are dynamic, the

customer are not fixed to single product or brand they always want to change from ordinary to

superior so the company must update its product and services according to the time and

situations. As the market booms.

Justin Gabriel (1996): -

In this study, we can notice that how to increase the level of customer satisfaction. In this study

the author has analyzed the buying behavior of customer which will helps to make selling

strategies from the seller or company. Because in the modern world the customers’ needs and

attitudes are continuously changes, so customer satisfaction and buying behavior of the

customer study is very essential now a days.

Stuart Markka’s (1994): -

In this study the author has analyzed the degree of customer expectations toward a particular

brand. Hence the customer expectations differ from one brand to another. So, we have to sort

out our customer expectations. For example customer expects more from the popular branded

products but they expects little from the local brands.

Westbrook and Reilly (1983): -

The author examined the post purchase attitude of customers. in the time of purchase customers

attitude is positive but after the purchase the attitude may be turn in to a negative. And then it

leads to dissatisfaction.

Holloway, Andy (1999): -

In this study the author had explained the advertising and promotional skills to the sellers to

gain the new customers to improve the sales volume. If sales volume increases automatically

profit will also booms up. Now a days without advertising our product we cannot sell a single

piece, that’s the power or advertisement.

Ying liu (2003): -

In this study the author has analyzed that customer satisfaction survey should be proper and

well planned, without proper objectives and goals we can’t find out the related information

which are needed to the company. Related population and active sample is very important in

the satisfaction surveys. By these we can find out the accurate solution to the problems.

Ward, Andrew (2000): -

In this study the author studied about the loyal customers. Loyal customers are those who

purchase a same brand products in their shopping. They never bothered about the price because

they knew that the quality will be maintained according to the price. A loyal customer is more

important than 10 new customers to the company.

Schiff man and Kanuk (2004): -

In this study the author analyzed that there is a relationship between brand structure and

customer gratification. I agreed because if the rate of customer satisfaction increases, the brand

value increases and if the rate of customer satisfaction decreases then automatically brand value

will decreases.

Woodruff and Gradian (1996): -

In this study the author revealed that the impression of the customers towards company helps

in a positive manner to enhance the customer satisfaction. Treating of customers should be

same as in pre-sale and post-sale of product and services.

According to Hung (1977): -

In this study the author analyzed that, the company should take all the customers feedbacks in

a positive manner so as to correct their faults and serve them even better. After receiving

feedbacks from the customers the company should show a gentle response to those customers

this will create a positive and a healthy bondage between customers and the company.

Oliver (1973): -

According to the author Satisfaction is the customer’s fulfillment comeback. Before providing

any services to the customers it’s better to learn the expectations because if a company provide

their services without knowing customer expectation it may leads to dissatisfaction because he

is expecting at a high rate if u fails to meet those it definitely leads to dissatisfaction.

Tse and Wilton (1988): -

In the study the author highlighted the customer’s needs and wants, if a customer is purchasing

expensive product or service his expectations are too high his expectations are according to the

price and brand value of the product.

Unlike Switzes (1980): -

The author argued that every business organization is to meet the customer’s expectations. If a

customer satisfied by the product and services provided by a company, he will again straight

rebuy from the same company and then it will increase the brand value of that company,

automatically there is an increase in the sales volume. Providing quality products is not only

increase customer satisfaction, together the company should provide all the required facilities

to the customers before and after sales.

Anton (1996): -

In this study the author elaborated the skills and tactics to handle the critical situations in the

company. We can learn how to handle the situation? How to handle customers? Etc. after

learning these tactics we can easily negotiate with our customers.

CHAPTER 3

RESEARCH DESIGN

3.1 STATEMENT OF THE PROBLEM

The study is on customer satisfaction towards Honda Dio scooters. The topic selected detailly

outlines the various factors and the relationship which has direct influence on customer

satisfaction on Honda Dio.

3.2 NEED FOR THE STUDY

The growth and success of the organization depends on the level marketing strategy. So, it is

essential to make the customers satisfied by providing quality customer service. In this modern

world we can notice the intense competition in all the industries from pin to plane. Customers

taste, preferences are very dynamic they can change at any time, they always in search of

advanced and updated products and services. It has been a Hercules task to retain the customers.

So an effective customer satisfaction data is necessary.

In India, the market for Honda Dio is almost well established. So, maintaining the present

company domination and brand value is very important hence it needs a proper and effective

data regarding present customer satisfaction.

3.3 OBJECTIVES OF THE STUDY

The study has been under taken to analyze the Customer satisfaction towards Honda Dio

scooter .

• To identify Customer Satisfaction towards the Honda Dio

• To analyze the present customer attitudes towards Honda Dio

• To provide suggestions, opinions to the company to improve its sale and profitability

• To figure out the factors influencing in buying Honda Dio

3.4 SCOPE OF THE STUDY

The study tries to identify and accumulates the needs, feedback and suggestions from the

customers of Honda Dio Scooters which would help the company in framing suitable strategies

to improve its sales and profit by retaining present customers. It helps to retain the present

customers by updating the company services those are convenient to the customers. The study

will help to generate the loyal customers, the study identifies the level of customer satisfaction

their attitude and feedbacks to the company. By this study the company can correct its loop

holes by eliminating the various factors which cause dissatisfaction. It helps to face competition

by providing quality services to the customers.

3.5 RESEARCH METHODOLOGY

3.5.1 RESEARCH DESIGN

Descriptive study as the characteristics of respondents were studied pertaining to two wheelers

market.

3.5.2 SOURCE OF DATA

Primary data

Primary data is a firsthand information collected for the first time at the time of research

process. Primary data have been collected by personal interview method and telephonic

interview with the help of questionnaire.

Secondary data

Secondary data is a second hand information which was already collected by someone. It is

opposite to the primary data, secondary data are readily available information’s which are

needed for the particular study or research. In this particular study secondary data have been

collected through various sources.

Secondary data for the present research collected the major sources of secondary data are given

below.

• Various websites

• Newspaper & Articles

• Showroom sales data

• Different marketing journals

Primary data have been gathered for the determination of the study employing all the above

methods. Secondary data has been gathered from various published sources, the same has been

given in detail in bibliography.

3.5.3 SAMPLING DESIGN

Research is designed for two sampling plans. It consists of three divisions’. Sampling unit,

sampling size and sampling procedure.

SAMPLING PROCEDURE

We cannot take the whole population for the study so it was taken only 100 customers in that

total population who use Honda Dio scooter, for time and money consent.

• The total number of Honda Dio users is called as population

• The process of selecting sample from the population is known as sampling.

• The cluster of respondents taken for the study from the total population is sample.

• Sales ledger of Dhruvdesh Honda is taken as a sampling frame

For the present study purpose, simple random sampling has been selected. Simple random

sample is used because every elementary unit has got equal chance to be included in the sample.

SAMPLE UNITS

In this particular survey one respondent is considered as one unit.

SAMPLING TECHNIQUE

For the present study convenience sampling has been taken as the sampling technique. That

means the sample is taken according to the study requirement and researcher convenience, the

sample taken neither by probability nor by finding.

SAMPLE SIZE

The sample size is of 100 respondents consisting of Customers in Yelahanka.

3.6 HYPOTHESIS

H0: The association between Overall Performance and Satisfaction are insignificant

Ha: The association between Overall Performance and Satisfaction are significant

Chi-Square Tests

Pearson Chi-Square

Value

Asymp. Sig.

(2-sided)

Exact Sig.

(2-sided)

Exact Sig.

(1-sided)

Point

Probability

2.184E2

.000

Likelihood Ratio

89.352

.000

Fisher's Exact Test

81.686

.000

Linear-by-Linear

Association

59.109

.000

N of Valid Cases

100

a. 17 cells (68.0%) have expected count less than 5. The minimum expected count is .04.

b. The standardized statistic is 7.688.

Interpretation:

The above Chi-Square table shows that, the satisfaction and overall performance are related

with significance value 0.00 which is less than 0.001. The customers are satisfied with overall

performance of Honda Dio. The association is positive and highly significant, so the alternative

hypothesis can be accepted.

3.7 LIMITATIONS OF THE STUDYS

The major difficulties are:

• Lack of professionalism: it is one of the major drawback to the particular study. Because

professionals can do much better than us.

• Lack of skills: due to the lack of some research skills like communication the efficiency

of the report may decreased.

• Shortage of time and some related resources indirectly affect the survey process.

• The area of operation was only limited to so it applicable only to that area.

• Some respondents shows mere response to share information’s

• Some respondents just randomly fill the questionnaire without reading it.

CHAPTER 4

DATA ANALYSIS AND INTERPRITATION

SUMMARY

Analysis of data means reviewing the original material to discover the essential facts. The data

are studied form as many viewpoints as possible to discover the research data has been collected

and data analysis has been made the researcher can proceed of interpretation is essentially one,

stating what the result show. The research data becomes meaningful only being analyzed and

interpreted.

Results and findings are also called as Analysis and Interpretation. This part of the report

contains an allotment of tables, charts, graphs, and narrative of the results of the survey. The

analysis identifies the various factors that play a key role in determining why the respondents

go for a particular product on brand. The analysis has also been made with reference to factory

affecting buying decisions the multinational factor to go for a particular brand. For some of the

tables. Graphs are used to interpret the findings in a better manner. The object of survey was to

know the customer satisfaction towards Honda Dio. Customer analysis consumption factor or

purchasing pattern and other related aspects. The occupation, income of the respondents is also

recorded in order to know the correlation between these features.

Table 4.1 Table showing Gender of the respondents

Gender

No of respondents

Percentage

Male

72%

Female

28%

Total

100

100%

Source: Data collected through questionnaire

Analysis:

From The above Table we can easily analyze that out of 100 respondents, 72% of the

Respondents are Male and outstanding 28% respondents are Female. Chart No: 4.1 Showing

gender of respondents

Source: Table 4.1

Interpretation:

In this survey, majority of the respondents are male because they preferred more compare to

women’s.

Table 4.2 Table shows on the basis of Respondent’s Age Group

Age group

No of Respondents

Percentage

Below 20 Years

10%

Male Female

28%

20 to 30 Years

82%

Above 30 Years

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Since it is clearly understanding that the about 10% of the total Respondents are in the age

group of Below 20 years, 82% of the total Respondents are in the age group of 20 to 30 years,

and remaining 8% of the respondents are comes under the age group of above 30 years.Chart

No: 4.2 Showing Respondent’s Age Group

Source: Table 4.2

Interpretation:

In this survey youths are more fascinating towards this scooter.

Table 4.3Table shows on the basis of Respondent’s Marital Status

Marital Status

No of Respondents

Percentage

Married

23%

Un married

77%

Above 30 Years

Below 20 Years

10%

82%

Total

100

100%

Source: Data collected through questionnaire

Analysis:

From the above table, it shows that the 77 respondents are unmarried and 23 respondents are

married.

Chart No: 4.3 Showing Respondent’s Marital Status

Source: Table 4.3

Interpretation:

In this survey, it understood that the majority of the respondents are unmarried.

Table 4.4 Table shows on the basis of Respondent’s Educational Qualification

Educational Qualifications

No of Respondents

Percentage

S.S.L.C

20%

23%

77%

Married Un married

PUC

10%

Graduate

38%

Post Graduate

25%

Other

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 20% of the respondents belong to SSLC, 10% belongs to PUC, 38

% Belongs to Graduates, 25% Belongs to Post graduate and also 7% belongs to others

Chart No: 4.4 Showing Respondent’s Educational Qualification

Source: Table 4.4

Interpretation:

In this survey, PG and UG qualified respondents are using Dio scooters compare to others.

The main reason is they always go for the smart buy instead of blind purchase.

Table 4.5 Table shows the Livelihood of respondents is presented

Occupation

No of Respondents

Percentage

Professional

12%

Business

S.S.L.C PUC Graduate Post Graduate Other

Government Service

Student

67%

Others

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of 100 Respondents, 12% Respondent having the occupation like professional, 8%

Respondent having the occupation like business, 7% Respondent having the occupation likes

Government service, 67% respondents having occupation like students only 6% respondents

having the occupation like others.

Chart No: 4.5 Showing the Livelihood of respondents is presented

Source: Table 4.5

Interpretation:Because of the Dio pick up and stunning look most of the college students

prefer Honda Dio

Table 4.6Table shows on the basis of Respondent’s Monthly Income

Monthly Income in(INR)

No of Respondents

Percentage

Less than Rs12,000

70%

Rs. 12,000-Rs. 18,000

10%

Professional Business

Government

Service

Student

Others

Rs. 18,000-Rs. 29,000

Rs. 29,000 above

15%

Total

100

100%

Source: Data collected through questionnaire

Analysis:

As per the above analysis it’s understood that, 70% Respondents belongs to income group less

Rs. 12,000 per month, 10% Belongs to Rs 12,000 -18,000 per month, 5 % belongs to Rs. 18,000

to 29,000 per month. & 15% Belongs to 29,000 & above.

Chart No: 4.6 Showing Respondent’s Monthly Income

Source: Table 4.6

Interpretation:

In this survey the respondents below 12,000 income are using the scooter because majority of

them are students.

Table 4.7 Table shows on the basis of Respondent’s Awareness about Honda Dio

Particulars

No of Respondents

Percentage

21%

Friends and relatives

39%

Less than

Rs12,000

Rs. 12,000-Rs.

18,000

Rs. 18,000-Rs. Rs. 29,000 above

29,000

Observation

15%

Brand image

10%

Publicity

15%

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents 21% of the respondents are known by advertisements, 39% are

aware by friends and relatives, 15% of the customer observation, 10% by brand image and 15%

are by publicity.

Chart No: 4.7 Showing Respondent’s Awareness about Honda Dio

Source: Table 4.7

Interpretation:

In this survey, we can notice that the intensity of reference by friends and relatives, To sell

something we need some effective advertise actions but reference, recommendations can do

much more than that.

Table 4.8 Table shows that how respondents are known about Honda Dio

Particulars

No of Respondents

Percentage

Television

40%

Advertisement Friends and

relatives

Observation

Brand image Publicity

News Paper

15%

Magazines

10%

Others

35%

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 40 respondents are finding the Honda Dio through Television, 15

of the respondents are finding the Honda Dio through Newspapers, 10 respondents are finding

the Honda Dio through Magazines and the remaining 35 respondents are finding the Honda

Dio through other Medias.

Chart No: 4.8 Showing how respondents are known about Honda Dio

Source: Table 4.8

Interpretation:

In this survey we can analyze that the Tele media is powerful and it can reach maximum people.

And we can easily present our products and services to the people.

Table 4.9 Table shows that from how many years’ respondents are using Honda Dio

Particulars

No of Respondents

Percentage

Television News Paper Magazines Others

One Year

48%

Two Year

32%

Three Years

14%

Don't Know Exactly

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Form the above observation it reveals that the 48% of the respondents are using this Honda Dio

from past one year, 32% and 14% of the respondents are using this Honda Dio from past two

year and three years respectively and the remaining 6 % of the respondents are don’t know

exactly about the year.

Chart No: 4.9 Showing from how many years’ respondents are using Honda Dio

Source: Table 4.9

Interpretation:

In this survey majority of the respondents are using their scooter from past one year and two

years.

Table 4.10 Table shows that the Influence factors to buy the Honda Dio

Particulars

No of Respondents

Percentage

One Year

Two Year

Three Years Don't Know Exactly

Brand Image

39%

Durability

19%

Fuel Efficiency

25%

Low Maintenance

17%

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 39 % of the respondents are influence by brand image to buy the

Honda Dio, 19% of the respondents are influenced by its durability, 25% of the respondents

are motivated by its Fuel efficiency and the remaining 17% of the respondents are influenced

by its low maintenance

Chart No: 4.10 Showing that the Influencing factors to buy the Honda Dio

Source: Table 4.10

Interpretation: In this survey brand image plays a dominant role in the purchase process.

Secondly fuel efficiency and durability.

Table 4.11 Table shows that the customers source of finance to buy the Honda Dio

Particulars

No of Respondents

Percentage

Brand Image Durability Fuel Efficiency Low Maintenance

Bank loan

40%

Finance company

Self-financing

47%

Any other

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 47 respondents go for self-financing and 40 respondents choose loan

to purchase Honda Dio.

Chart No: 4.11 Showing customers source of finance to buy the Honda Dio

Source: Table 4.11

Interpretation:

Most of the respondents purchase their Dio by self financing because of their convenience and

other internal and external factors.

Table 4.12 Table shows that Respondents opinion about the Prices of Honda Dio

Particulars

No of Respondents

Percentage

Any other

Self financing

Finance company

Bank loan

Worth

60%

Reasonable

30%

Low

High

10%

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 60 of the respondents are opinioned that the price is Worth, 30

respondents are opinioned that they are reasonable, none of them are opinioned it is low and

the remaining 10 respondents are opinioned that the price is too high.

Chart No: 4.12 Showing Respondent’s opinion about the Prices of Honda Dio

Source: Table 4.12

Interpretation:

Price is the key factor for the success or failure of a product because customer compare product

according to its price.

Table 4.13 Table Shows that Respondents purpose of using Honda Dio

Particulars

No of Respondents

Percentage

Worth

Reasonable

Low

High

Office purpose

26%

Personnel purpose

52%

Joy purpose

17%

other

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 52 respondents are using their Dio for their personnel use, 26, 17 and

5 of them are using their Honda Dio for office, joy purpose and other purposes respectively

Chart No: 4.13 Showing Respondent’s purpose of using Honda Dio

Source: Table 4.13

Interpretation:

In this survey majority of the respondents are using their Dio for their personnel use.

Table 4.14 Table Shows that Respondents opinion about the features of Honda Dio

Particulars

No of Respondents

Percentage

Office purpose

Personnel

purpose

Joy purpose

other

Satisfied

42%

Very satisfied

37%

Somewhat satisfied

18%

Dissatisfied

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100-respondent’s majority of the respondents are satisfied with present features of

Honda Dio. And 18 respondents are somewhat satisfied.

Chart No: 4.14 Showing Respondent’s opinion about the features of Honda Dio

Source: Table 4.14

Interpretation:

In this study, we can notice that the advance features play a vital role in the sale of new ly

launched product

Table 4.15 Table shows the Opinion about the Honda Dio Vehicles Pick up.

Particulars

No of Respondents

Percentage

Satisfied

Very satisfied

Somewhat satisfied

dissatisfied

Excellent

44%

Good

29%

Satisfactory

23%

Worst

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 44 respondents rated as excellent, 29 rated as good, 23 rated as

satisfactory but 4 of them rated as worst pick up.

Chart No: 4.15 Showing Opinion about the Honda Dio Vehicles Pick up.

Source: Table 4.15

Interpretation:

In this survey mainstream of the respondents were pleased by the scooter pick up. And pick up

of the vehicle is very important factor.

Table 4.16 Table shows that the road grip of Honda Dio

Particulars

No of Respondents

Percentage

No of Respondents

Excellent Good Satisfactory Worst

Excellent

47%

Splendid

23%

Adequate

27%

Insolvent

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 47 % of the respondents are opinioned that the road grip of the

Honda Dio is excellent, 23 % of the respondents are opinioned that the road grip of the Honda

Dio is splendid, 27% of the respondents are opinioned that the road grip of the Honda Dio is

adequate and the remaining 2 % of the respondents are opinioned that the road grip of the

Honda Dio is insolvent.

Chart No: 4.16 Showing Respondent’s opinion about road grip of Honda Dio

Source: Table4.16

Interpretation:

In this survey mejority of the respondents were rated Honda Dios road grip as exellent.

Table 4.17 Table shows opinion about the appearance of Honda Dio

Particulars

No of Respondents

Percentage

Excellent

Splendid

Adequate

Insolvent

Magnificent

71%

Superb

25%

Delighting

Ordinary

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 71 % of the respondent’s opinion about appearance of Honda Dio

is Magnificent. 25% of the respondent’s opinion about appearance of Honda Dio is superb and

the remaining 13% and only 1% of the respondent’s opinion about appearance of Honda Dio

is delighting and ordinary respectively

Chart No: 4.17 Showing Respondent’s opinion about appearance of Honda Dio

Source: Table 4.17

Interpretation:

In this study the majority of the respondents gone crazy on the appearance of the Honda Dio.

Because it literally got killing design.

Table 4.18Table shows opinion about riding comfort of Honda Dio

Magnificent Superb Delighting

Ordinary

Particulars

No of Respondents

Percentage

Superior

59%

Satisfactory

23%

Pleasant

12%

deficient

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 59 respondents rated riding comfort as superior, 23 of them rated as

satisfactory, 12 respondents rated as pleasant and remaining 6 of them rated as deficient.

Chart No: 4.18 Showing Respondent’s opinion about riding comfort of Honda Dio

Source: Table4.18

Interpretation:

In this survey majority of the respondents rated riding comfort of the scooter as superior.

Because it got very smooth and comfortable seat.

Table 4.19Table shows customer opinion about suitable factor of Honda Dio

Superior

Satisfactory

Pleasant

deficient

Particulars

No of Respondents

Percentage

Mileage

22%

Engine capacity

17%

Stylish

38%

comfortable

23%

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 22 were own their scooter for mileage factor ,17 of them for engine

capacity factor, 23 of them for comfortableness and remaining 38 of them are for style factor

Chart No: 4.19 Showing Respondent’s opinion about riding comfort of Honda Dio

Source: Table 4.19

Interpretation:

Most of the Indian customers gave attention towards price and mileage of the scooters but in

this case the respondents are conscious about its looks and style

Table 4.20Table shows customer opinion on the basis Overall Performance of Honda Dio

Particulars

No of Respondents

Percentage

Milage Engine capacity Stylish comfortable

Excellent

46%

Very Good

28%

Good

21%

Average

Below Average

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 46 respondent’s opinion about Honda Dio overall performance is

Excellent, 28 respondent’s opinion that its overall performance is very good, 21 respondents

opined that its overall performance is good, 3 respondents opined that its overall performance

is average and the remaining 2 respondents opined that its overall performance is below

average.

Chart No: 4.20 Showing Respondent’s opinion on the basis Overall Performance of Honda

Dio

Source: Table 4.20

Interpretation:

In this survey majority of the respondents were pretty satisfied with overall performance of the

scooter and it got its best performance and technology.

Table 4.21Table shows customer level of satisfaction towards Honda Dio

Particulars

No of Respondents

Percentage

Excellent Very Good Good Average Below Average

Highly satisfied

48%

Satisfied

26%

Average

22%

Dissatisfied

Highly dissatisfied

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 48 respondents highly satisfied with Honda Dio overall

performance, 26 respondents were just satisfied, 22 respondents were average satisfied, 2

respondents were dissatisfied and the remaining 2 respondents were still highly dissatisfied.

Chart No: 4.21 Showing Respondent’s level of satisfaction towards Honda Dio

Source: 4.21

Interpretation:

In this survey majority of the respondents were pretty satisfied towards their Honda Dio.

Because it full fills all the needs of its customers.

Table 4.22Table shows customer opinion about after sales service

Particulars

No of Respondents

Percentage

Highly

satisfied

Satisfied

Average dissatisfied Highly

dissatisfied

Highly satisfied

41%

Satisfied

28%

Average

25%

dissatisfied

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of the 100 respondents, 41 respondents’ very satisfied with after sales service, 28

respondents were just satisfied, and 25 respondents were somewhat satisfied that means

average and the remaining 6 respondents were still dissatisfied.

Chart No: 4.22 Showing Respondent’s opinion about after sales service

Source: 4.22

Interpretation:

In this survey majority of the respondents were pretty satisfied towards after sales service by

the outlet.

Table 4.23 Table shows customer opinion about recommending to purchase Honda Dio

to others

Particulars

No of Respondents

Percentage

Highly satisfied Satisfied Average dissatisfied

Definitely

35%

Probably

25%

Might or might not

30%

Definitely not

10%

Total

100

100%

Source: Data collected through questionnaire

Analysis:

Out of 100 respondents 35 0f them will recommend to buy, 30 of them will probably, 25 of

them may or may not and only 10 of them were refuse to recommend.

Chart No: 4.23 Showing Respondent’s opinion about recommending to purchase Honda

Dio to others

Source: 4.23

Interpretation:

In this survey majority of the respondents were wish to recommend Honda Dio to others. This

is the main positive strength of Honda Dio

Definitely Probably

Might or might

not

Definitely not

CHAPTER – 05

FINDINGS, SUGGESTIONS AND CONCLUSIONS

5.1 FINDINGS

• Around 72% of the total respondents are male

• Around 77% of the total respondents were UN married

• 82% of the respondents were youngsters below 30 years

• Around 38 respondents were graduates and 25 of them were post graduates

• Majority of the respondents were students (67%)

• Majority of the respondents were students hence their monthly income below 12,000

only

• 39% of the total Respondents got awareness about Honda Dio by their friends and

relatives. This shows the dominance of recommendation to buy something=

• Respondents came to know about Dio through television (40%) and around 35 % were

by other sources

• It was found that 48% of the respondents using Dio from last year and 32% of the

respondents using from past two years.

• Respondents influenced by brand image and fuel efficiency of Honda Dio 39% and

25% respectively

• 47% of the total respondents bought their Dio by self-financing

• Majority of 60 respondents feels that the price of Dio is worth of money

• 52% of the respondents use their Dio for their personnel purpose

• Only 3% of the total respondents were dissatisfied with the features of the scooter but

42% were satisfied

• Only 4% of the total respondents dissatisfied with the pickup but 44% of them were

rated as excellent

• 47% of the respondents rated Dios road grip as excellent but only 2% rated as insolvent

• 71% of the respondents rated Honda Dios appearance as magnificent and 25% of them

rated as superb

• 59% of the respondents rated Honda Dios riding comfort as superior and only 6% of

them rated as deficient

• Majority of the respondents fall in love with the Dios style and looks so 38% of them

voted for its style

• Only 4% of the respondents were still not satisfied with the performance but 48% of

the respondents were rated as excellent

• 48% of the total respondents were highly satisfied towards Honda Dio but only 3 of

them were dissatisfied

• 41 respondents were pretty satisfied towards after sale service provided by Honda

• Majority of 35% of the respondents will strongly recommending to others but 10 of

them were not.

5.2 SUGGESTIONS

• The dealer is required to provide discount on cash purchase. The company/ showroom

may give special offers to the students at the time of booking.

• Company should maintain quality of after sale services to impress the customers

• The company has to initiate psychological retain techniques like sending birthday,

anniversary wishes to the present customers.

• The company should also try to give certain offers to the dealer so as improve his

efficiency in the selling the Honda Dio products which other company also give to their

dealer.

• As television as the common media for advertising frequent advertisement must be

shown in local city cable.

• The company should provide the warranty for some parts like clutch plates mark.

• The dealer is promotional strategy should provide test rides in colleges and after some

special gifts like diaries pens, bags etc.

• The dealer is required to maintain all colors of Honda Dio Sport at all time & it is

available to customer at right him.

• To come with different color of the scooters with new models.

• Honda Dio Company should take of resale value of scooter

• All spares, accessories should be available at the service stations on proper time.

• To improve the design for wheels for a better road with and safety driving.

5.3 CONCLUSION

Trichy is a silicon city, metropolitan city there is always hike for the automotive and automobile

industry thousands of two wheelers bought and sold every day. Honda Dio got all the positive

response from the customers by its UN beatable style and worthy price made it to the peak.

Majority of the Honda Dio users are youths so we can call it as a youth favorite.

Customers in this area choose scooter according to their lifestyle. For example, the customers

had to pass through several traffic signals and traffic jams so in this type of conditions scooter

is much better than a scooter hence there is always high demand for the scooters in Trichy. This

has fostered the entry of new variety of scooters available nationwide to flourish in this market.

This has enhanced the competition in automotive market but Honda Company with stood this

competition by rating in the market share to be highest by launching new Honda Dio in Indian

Market. And retaining its brand image. The results of the survey conducted showed that

majority of the customers are satisfied towards Honda Dio. It satisfies all the needs and

expectations of customers. Finally, I would conclude that Honda Dio is more eye catching.

More refined and more User friendly, it is whole lot of enjoyable to drive than anything else in

the compact Scooter category.

BIBLIOGRAPHY

HUNG (1977). Consumption: the new tendency of research in the humankinds and social

Sciences. Journal of Common Behavior and Personality. P 53–88.

ANTON (1996).Customer constancy: toward a combined conceptual Framework.

Journal of the Academy of Marketing Discipline. P 93-117.

BERRY AND PARASURAMAN (1981).State dependency and alternate explanations

for consumer inactivity.DRNF Journal of Finances.P 88–95.

ENGEL AND BLACKWELL (1982). Possessions of low price assurances on consumer

post-purchase search purpose: the controlling roles of value awareness and consequence

level. Journal of Vending. P 133-142.

GRIGOROUDIS, E AND SISKOS, Y (2009). Bracing brand loyalty: a

reconceptualization within the agenda of consumer-brand associations. International

Journal of Exploration in Marketing. P 551-562.

HOLLOWAY, ANDY (1999). Consumer arrogances toward health and fitness care: a

differential Viewpoint. Journal of Shopper Affairs. P 96-118.

HOWARD AND SHETH (1969). Brand Loyalty Dimension and Management, John

Wiley and Sons New-fangled York.Journal of Marketing Research.P 34-44 .

HUNT (1977). Brand loyalty vs. replicate purchasing behavior.Journal of Marketing

Research.P 2-11.

JUSTIN GABRIEL (1996). The possessions of customer satisfaction and swapping

barrier on customer loyalty in Korean mobile telecommunication services.

Telecommunications Policy. P 122–132.

OLIVER (1973).Marketing Management -12th Edition, Pearson-Prentice Hall.P 43-51.

OLIVER (1981).Identifying the health conscious consumer.Journal of Health Care

Marketing.P14-25.

PAUL S. GOLDNER (2006). The role of price-matching characteristics in persuading

store Allegiance.Journal of Corporate Research.P 75-82.

ROBERT G. COOPER (1995). Structure and sustaining lucrative customer loyalty for

the 21st century. Journal of Retailing. P 343–354.

SCHIFF MAN AND KANUK (2004). Face as an intermediary of the relationship

between factual value and brand consciousness. Psychology and Marketing.P 97-101.

STUART MARKKA’S (1994). Individual coupon proneness from value consciousness:

an acquisition-transaction utility theory standpoint Journal of Marketing. P 53-65. TSE

AND WILTON (1988). Price acuities and consumer spending behavior: a field study

.Journal of Marketing Research. P 277-287.

TSEAND WILTON (1988).An inspection of the causes of customer loyalty in portable

commerce contexts.Information and Management.P 370–382.

UNLIKE SWITZES (1980).Cognitive Inertia and the Understood Association Test.

Journal of Marketing Research. P 324-336.

UWE GROSS (1977). Drivers of local commercial loyalty: Considerate the influence of

gender and shopping causes. Journal of Retailing. P 144–153.

VAVRA, T.G. (1997). Whence customer loyalty? Journal of Marketing. P 23-34.

WARD, ANDREW (2000). A deliberate method to building online customer loyalty:

Integrating customer effectiveness tiers.Journal of Consumer Marketing. P 121-139. 
 
WESTBROOK AND REILLY (1983). The loyal itinerant: examining a typology of 
service patronage. Journal of Foldaway Research. P 87-95. 
WILLIAMS (1992). Beyond valence in customer disappointment: An evaluation and new 
findings on interactive responses to regret and displeasure in failed services. Journal of 
Business Research.  P 212-233. 
WOODRUFF AND GRADIAN (1996). Consumer discernments of price, value, and 
worth: a means-end model and mixture of evidence. Journal of Marketing. P 2-22. 
YING LIU (2003). The interactive consequences of service quality.Journal of Marketing. 
P 331-342. http://dhruvdeshhonda.co.in/about-us/ 
 
http://www.autocarpro.in/search?utf8=%E2%9C%93&query=honda+dio&per_page=10& 
sort=recenthttps://en.wikipedia.org/wiki/Honda_Diohttps://auto.ndtv.com/honda- 
bikes/dio 
 
ANNEXURE 
 
QUESTIONNAIRE 
 
Name  :      
 
Address  :

Gender

Male

[

]

Female

[

]

Age

Below 20

[

]

Between 20-30

[

]

Above 30

[

]

Marital status

Married

[

]

Unmarried

[

]

Educational Qualification

S.S L.C

[

]

PUC

[

]

Graduate

[

]

Post Graduate

[

]

Others Specify

Occupation

Professional

[

]

Business

[

]

Govt service

[

]

Student

[

]

Others Specify

Monthly income

Less than 12,000

[

]

12,000-18,000

[

]

18,000-29,000

[

]

29,000 above

[

]

How do you come to know about Product?

Advertisement [ ] Friends and relatives [ ]

Observation

[

]

Brand image

[

]

Publicity

[

]

If you have come to know through advertisement, please name of the media.

Television

[

]

Newspaper

[

]

Magazines

[

]

Others

[

]

For how long do you own Honda Dio?

One Year

[

]

Two years

[

]

Three years

[

]

Don’t know exactly

[

]

What made you to buy this Honda Dio?

Brand Image

[

]

Durability

[

]

Fuel efficiency

[

]

Low maintenance

[

]

What is your source of finance?

Bank loan

[

]

Financing company

[

]

Self-financing

[

]

any other

[

]

What is your opinion about price of Honda Dio?

Worth

[

]

Reasonable

[

]

Low

[

]

High

[

]

For what purpose, do you use your scooter?

Office purpose [ ] Personnel purpose [ ]

Joy purpose [ ] Other [ ]

Are you satisfied with the features of your scooter?

Satisfied [ ] Somewhat satisfied [ ] Dissatisfied

[ ] Very satisfied [ ]

What do you think about Honda Dio’s pickup?

Excellent

[

]

Good

[

]

Satisfactory

[

]

Worst

[

]

What do you think about Honda Dio’s Road grip?

Excellent

[

]

Splendid

[

]

Adequate

[

]

Insolvent

[

]

The appearance of the Honda Dio

Magnificent [ ] Superb [ ]

Delighting [ ] Ordinary [ ] What do you think about

Honda Dio’s Riding Comfort?

Superior

[

]

Satisfactory

[

]

Pleasant

[

]

Deficient

[

]

In what way Honda Dio is suitable to you?

Mileage

[

]

Engine capacity

[

]

Stylish

[

]

Comfortable

[

]

What do you think about Honda Dio’s overall performance?

Excellent

[

]

Very Good

[

]

Good

Below Average

[

]

Average

[

]

What is your level of satisfaction?

Highly satisfied

[

]

Satisfied

[

]

Average

Highly dissatisfied

[

]

Dissatisfied

[

]

What is your opinion about after sale services?

Highly satisfied

[

]

Satisfied

[

]

Average

[

]

dissatisfied

[

]

Would you recommend to buy Honda Dio to others?

Definitely

[

]

Probably

[

]

Might or Might not

[

]

Definitely Not

[

]

Any suggestion to

Company for providing better service to customers

…………………………………………………………………………………………………

Thank you for the time you have spared for the interview. Your suggestions will enable service

providers to improve and enhance their services to suit their customer’s requirements.