Hero Astha Project

See discussions, stats, and author profiles for this publication at: https://www.researchgate.
net/publication/353681400
CUSTOMER SATISFACTION AT HERO KAILASH MOTORS SAINATH

CHANSHETTY 3LA17MBA13
Book · August 2018

DOI: 10.13140/RG.2.2.23970.96965
CITATIONS
READS
0
6,174
1 author:
Dr Bhadrappa Haralayya
LINGARAJ APPA ENGINEERING COLLEGE BIDAR
271 PUBLICATIONS 4,180 CITATIONS
SEE PROFILE
All content following this page was uploaded by Dr Bhadrappa Haralayya on 04 August 2021.
The user has requested enhancement of the downloaded file.

CUSTOMER SATISFACTION AT HERO KAILASH MOTORS
EXECUTIVE SUMMARY
Hero MotoCorp Ltd. in the past Hero Honda is an Indian Motor-cycle and Scoter
producer foundation in New Delhi, India. Hero Honda is begin in year 1984 as shared
venture among Hero Cycles of India and Honda of Japan. The corporation is major 2-wheeler
maker in India. In 2006 Forbes 200 generally appreciated companies listing has Hero Honda
Motors ranked at 108.
In 2010, When Honda settle on to move out since the combined course, Hero Group
obtain the shares alleged by Honda. after, in August 2011 the company was renamed Hero
MotoCorp with fresh co-orporate character. On 4 th June 2012, Hero MotoCorp accepted a
proposal to amalgamate the investment arm of its parent-Hero Investment Pvt. Ltd. Into the
automaker. The conclusion arrive after 19 months of its split from Honda Motor.
Termination of Honda joint venture
Main article: Splits of Hero Honda
In Dec 2010, the Board of Director of Hero Honda Group have sure to end the mutual project
involving Hero Group of India and Honda of Japan in phased style. The Hero Group would
buy out the 27% stake of the Honda in JV Hero Honda. Under the multiparty venture Hero
Group could not export to international markets (expect Sri lanka) and break would signify
that Hero Group can export. while opening, the Hero Group relied on their Japanese
collaborator. Honda for expertise in their bikes. So there are anxiety that the Hero Group
capacity not be able to maintain the presentation of the cooperative course only.
Hero MotoCorp Ltd
The brand personality and symbol, of Hero MotoCorp, was developed by the London
firm Wolff Olin’s. The logo was exposed on 9th August 2011 in London, the day before third
test match between India and England.
Hero MotoCorp currently export to Latin America, Africa and West Asia. Hero is free to
utilize from retailer for its mechanism in its place of immediately Honda-approved vendors.
DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

Page 1
1.1 INTRODUCTION
An internship program is the opportunity for the student to obtain realistic

awareness about the topic of the chosen study. The internship path provides ground
knowledge in topic of study. The internship is for a phase of 6 weeks and was held during the
4th semester of the MBA.
The project is found on analysing consumer approval with Hero MotoCorp Ltd. In
recent years, companies.. The weight is how to keep customer’s then attract new customers. It
is trouble-free to focus for fresh clients and then keep old patrons. Therefore, companies are
tough to center this aspect of patron satisfaction.
The trade of a manufactured goods doesn’t finish with the sale transaction, but the
point at which the novel marketing concept begins. The seller must see if customer’s is
fulfilled with that particular product / service If there is cognitive difference in the mind of
the clients, then it is an adequate amount to lose a client. With this in mind, firms be give
extra value to buyer satisfaction.
The work of this project was carried out to locate away if a client is happy or
unhappy, moreover to determine the point of customer pleasure and offer this reaction to
company. The initial chapter of the task involves gathering information from clients to
interpret the characteristics accordingly to whom the buyer sense satisfied or dissatisfied.
This in a row is composed when preparing the prepared survey. The feedback form
consist of open question. survey is intended in such a mode to facilitate a user feels capable
of responding. The in sequence collected The outcome are designed and suggested to decide
troubles that are phase.

Page 2
1.2 INDUSTRY PROFILE
The Indian two-wheeled vehicle brings the highest volume among all other
subdivision of automotives diligence. The two-wheeled vehicle is a very diverse motor
vehicle devise to outfit a different purpose option. The displacement to the intensity of
extended distance, cruising, includes race and off road. The motorcycle is a connected social
movement like union a moto-rcycle union and attending a motorcycle rally. In 1895,
Hildebrand and Wolfmuller become the initial motor-cycle of production of sequence, and
will be called Motor. In 2014,3 best motorcycle producers in world for an amount were
Honda, Yamaha, both are from JAPAN and Hero Motocorp Ltd (INDIA).
India is the subsequent biggest product of 2 wheels, segment of 2 wheels contribute

the main volume among all segments, in the automotives commerce. The industry is rising to
30% each year, sell 2-wheeled vehicles in the 2008-2009 period was 785.7548, which was an
advance of 12%. The Indian 2-wheeler industry is 54 years old, Bajaj automobile begin
importing scooter import and view in 1948. Until the 1980s here be just 3 main motorcycle
products in India such as RAJDOOT, ESCORT & ENFIELD. And the 2-wheel marketplace
was release manufacturers.
While the segments can generally be integrated addicted 3 sub-segment through

motorcycles, mopeds and scooters and several stages induce in Indian market, a mixture of
two-wheeled segment mainly because the organisations has a strange relationship through the
famous firm (Japanese ). Except that the best component of corporation is currently
establishing a 100% subsidiary during India and the expected growth is larger then 17%
achievement in precedent 10 years.
Mainly of growth trade came mainly from 100cc Indo-Japanese motorcycles, which believe
that oil is reliable and suitable for a brisk road. The scooter is available in fast stages, and are
more evident individually than an improved decision that provides manageability and
fashionable engines, through the city's consumer during class, scooty televisions have a
dominant advertising allocation. By selling additional then 3 million bicycles in India .

Page 3
TWO WHEELER AND IT’S ROLE IN INDIAN CONTEXT:
The 2-wheeler diligence currently plays vital responsibility in the Indian wealth, with
an yearly revenue of Rs. 10000 crore single that at present transport.
The 2-wheeler trade essentially includes motor-cycles, scoters and mopeds. Mopeds
are basic basic products intended for low / middle income groups, offering companies. This
category is subjugated through TVS SUZUKI, which today has a 50% main competitors in
section contain KINETIC ENGG, BAJAJ AUTO and HERO MOTORS.
Scoters, which set. However, it faces hard opposition of LML the domain of this class
has decreased unpaid the modify in customers preferences.
Motorized scooters that also grow at a speedy rate are ever more supposed as superior
choice offering urban comfort and style to town customer’s. This class, the TVS scooty has
leading market divide up.
With a revenue of additional than 3.5 million vehicle, India is following 2-wheeler
marketplace in earth. The vehicle becomes a necessary element for everyday life. With
accelerate business and commercial motion liberalize environment, however, partial purchase
control and the more price of automobiles, most middle-class automobile user desire 2-
wheeled vehicles. through sale of more one million vehicle’s, India is next 2-wheeler
promote about 51% of market in Asia, India, and added key with shares of 18%, 10%, 9%
and 5% respectively.

Page 4
MOTORCYCLES GROWTH:
Not surprisingly, tries to come into the motorbike advertise to acquire element of
cake.
Hero Motocorp Ltd is undisputed director with a 38% stake, followed next to
comprise announce tactics for production of motorcycles, which will probably hit the market
after that year. The clash should be fierce, except the buyer will real the biggest beneficiary.
Hero Motocorp is at the moment the world's biggest manufacturer of 2-wheeled

vehicles. The corporation have benefit starting the transform in demand for the bike, as it
spotlight on product segment. With petroleum effectiveness and driving relieve as the more
imperative promotion points, HMC be clever to look large market and strong sales growth,
yet past its disconnection since the main Japanese HONDA.
The upcoming year will observe a growing rivalry appropriate to equality of product and
their price. The only differentiating elements willpower exist the technology, the quality, the
diversity of product and the relationships. Everything bringing door. currently the consumer
is RE.
Hero Motocorp Ltd (Hero Honda Motors Ltd) is the major maker of 2-wheeled
vehicles base in India. In 2000, the company reached converted place of creature the leading
2-wheel built-up band "World No. 1" in 2-wheeler business in provisions of sales per unit in
schedule year. Hero Motocorp Ltd. carry on hold until today
Hero Motocorp Ltd benefit from the enormous value of the brand in the motor-cycle
sector.

Page 5
1.3 COMPANY PROFILE
Hero Motocorp Ltd (previously Hero Honda Motors Ltd) is the planet biggest two-
wheel producer base in India. In 2000, the company achieve desirable place of individual the
major 2-wheel built-up corporation in India and also the "Number 1 in the world" in 2-wheel
group sales per schedule. Hero Motocorp Ltd. Launched on August 17, 2011, it is
headquartered in New-Delhi, India and continue on the way to grip this position to date.
In the present day, each instant bicycle sell in the dominion is Hero bike. each 30
seconds somebody in India buy the best-selling Hero bike.
Hero Motocorp has 3 developed vegetation based in Dharuhera, Gurgaon in Haryana

and Haridwar in Uttarakhand. Together, preserve make 3 million bicycles a year. more than
3,100 dealers throughout India. Hero Honda have a buyer faithfulness course from the time
when 2000, the Hero Honda permit series.
The company believed it have returns of $ 12 billion a capacity of 12 million 2-

wheelers for 2017-18. along through the fresh country wherever they can nowadays market
there 2-wheelers after Honda, Hero Motocorp plans to get 10% of its profits worldwide
markets and plans to start sale in Nigeria between the finish of 2012 and the beginning. 2013.
In addition, to fulfill the new request of half a decade, the company operates in agreement
"Respect for the individual" and "The three joys", shopping, The happiness the Sale and Joy
Create.
Hero is a world leader thanks to its excellent workmanship, proven track record,
widespread seller system, capable deliver sequence and world-class products with state-of-
the-art technology, Japan. collaboration and promise are manifest at the maximum stage of
customer satisfaction this helps strengthen your leadership position.

Page 6
Hero is the variety. The business of the production of two-wheeled bicycles initially
in progress in the 40s and today has become the biggest maker of cycles in world. Hero, is a
first name identical with 2-wheels in India today. The Munjals rotate their steels, produce
critical components for the free wheel and have diversify into unusual design projects for
similar products. The philosophy of Hero Group is to give outstanding shipping to the
ordinary man at reasonably price and offer movement. The idea of the Hero collection is to
construct permanent interaction through everybody (customer’s, worker’s, retailers and
sellers). The Hero collection the passion to set superior values the of engineering main, the
lifestyle and the customs of teamwork.
President and General manager’s of engines. He led an association between the

Munjal relatives and his engine company. HM's statement meaning is that we constantly
strive to attain a synergy among expertise, will meet the aspirations company. to the client. In
this mode, we maintain maximum values of ethics and social responsibility, in products and
processes and expand team that maintain to brilliance in fresh . This association become
single of the nearly all booming combined ventures in India in 1999, when HMC's
announcement caused HM's collection cost to fall 30% on the same day. Munjal devise some
new strategic decisions, since input components a greater HM.

Page 7
1.4 PROMOTERS / DIRECTORS:
Founder Director and Chairman – Dr. Brijmohan Lall Munjal

Managing Director and CEO – Mr. Pawan Munjal
BOARD OF DIRECTORS:
Name of the Directors Nature of the Office

Mr. Toshiaki Nakagawa Joint Managing Director
Mr. Sunil Kant Munjal Non Executive Director
Mr. Suman Kant Munjal Non Executive Director
Mr. Takashi Nagai Non Executive Director
Mr. Paul Edgerley Non Executive Director
Mr. Yuji Shiga Non Executive Director
Mr. Pradeep Dinodia Director
Gen. (Retd) V.P. Malik Director
Mr. Analjit Singh Director
Dr. Pritam Singh Director
Mr. M. Damodaran Director
Mr. Ravinath Director
Dr. Anand C. Burman Director

Page 8
1.5 VISION MISSION AND QUALITY POLICY
VISION:
The history Hero Honda begin with easy idea: the idea of portable phone India with
power, determined by its two-wheeled vehicle. The new identity of Hero Motocorp Ltd.
Company reflect its pledge to offering first category mobility solution converted focus on
mounting the company's incidence in the overall arena.
• To survive world's biggest seller of 2-wheeled vehicles with yearly sales level of extra than
5.0 million motorcycles by 2030.
MISSION:
Hero MotoCorp's commitment is be transformed into a worldwide company that

meets the mobility requirements and ambition of it’s customer’s, establishing benchmarks in
conditions of knowledge, method and superiority guarantee its customer’s defend their brands
will provide an attractive surroundings for its employees to appreciate their true potential. It
resolve carry on to focus on creating rate and lifelong associations along co-workers.
QUALITY POLICY:
Superiority in excellence is the essential worth of the Hero Motocorp beliefs.
We strive to realize tall superiority in the whole thing, especially services that gather and
exced customers' increasing aspiration through:
• Modernization in products, process and services.
• Constant progress in our whole superiority administration systems.
• Teamwork and duty.
• Integrate protection and fitness troubles in all our tricks.

Page 9
1.6 PRODUCTS / SERVICES
Hero MotoC0rp Ltd offers wide pick of 2-wheeler products that contain Motorcycle
and Scoters, and has a locate the industry principles across all the promote segments.
Bike Category – 100cc
Pleasure
Maestro
Splendor Plus
Splendor
NXG
Splendor Pro
Passion Pro
Passion XPro
HF Dawn
HF Deluxe
Glamour
Super
Splendor
Ignitor
Glamour PGM FI
Achiever
Karizma
Karizma

Page 10
ZMR Impulse
Hunk

Page 11
1.7 AREAS OF OPERATION:
Hero MotoC0rp Ltd. has 3 built-up undergrowth stand in Dharuhera, Gurgaon in

Haryana and Uttarakhand. mutually these plants are bright to produce 3.5 million. Hero
MotoC0rp Ltd has vast sales and repair network with more than 3,000 dealer and check spot
all over India
Headquarter
Hero Motocorp Ltd.
34, Community Centre, Basant Lok, Vasant Vihar, New Delhi – 110057, India.
ZONAL OFFICES:
EAST ZONE:
West Bengal
Bihar
Jharkhand
Kolkata
Orissa
Patna
Bhuvaneshwar
WEST ZONE:
Mumbai
Pune
Raipur
Gujarat
Rajasthan
Goa
Amritsar
Chandigarh
Gurgaon
Page 12
NORTH ZONE:
New Delhi
Lucknow
Jaipur
Kanpur
Ghaziabad
Haridwar
Dharuhera
SOUTH ZONE:
Bangalore
Chennai
Kerala
Hyderabad
Telangana
Mysore
Mangalore
Kalaburgi
Bidar

Page 13
1.8 INFRASTRUCTURE FACILITIES
The Kailash Hero Motocorp Ltd. Showroom has high-quality and relaxed seating
facility & with air conditioning waiting hall.
The showroom has excellent heart and outdoor design.
And also available good and large parking space facilities.
The showroom has high-quality spares parts and service department.
The showroom has electronically network, and available Wi-Fi facilities.
The showroom allocated cabins to lower and higher level managers separately.

Page 14
1.9 COMPETITORS INFORMATION
1. HONDA
2. BAJAJ
3. TVS
4. SUZUKI
5. YAMAHA
6. MAHINDRA
7. KAWASAKI
8. ROYAL ENFIELD
9. MOTOR LML (Lohia Machinery Limited)
10. OTHERS

Page 15
1.10 SWOT ANALYSIS
STRENGTHS:
No. 1 biggest Company in 2- Wheelers in Indian Market
Huge Brand Equity
Well-built Brand Image
Excellent Distribution
Wide Variation in
Products Awards and
Recognition
Brilliant Allotments Over 3000 Dealer-ships and check point
WEAKNESSES:
Strong Competition
Lack of Innovation
Explore & growth is not Secure to the Hero Producing Flora
Publics are not Memorable with Latest Logo of Hero MotoC0rp

Page 16
OPPORUNITIES:
Growing Industry
2- Wheeler Segment is on top of the majority Rising Trade
Sell Aboard of Motorbikes is Imperfect i.e. Untouched Worldwide Market
The Hero MotoC0rp Preserve Exploit on its Higher Division Channel to support
Advertising of more Motor-cycles
THREATS:
Honda is the Cut Throat Competitor for the Hero Motocorp
Betterment of Public Transport will Change 2-Wheeler Sales
Tough Contest from India as healthy as Worldwide Brand
Conviction on Supervision Policies & Increasing Petroleum Price

Page 17
1.11 FUTURE GROWTH AND PROSPECTS
FUTURE GROWTH:
The Firm aims of achieve revenue of $12 Billion and Volumes of 12 Million 2-
wheelers by 2017-2018.
Hero MotocC0rp hope to reach 10% of their income as of International markets.
Hero MotoC0rp has achieved a earnings of 29,000 million rupees in the ancient times
year and expects to realize a turnover of 60,000 crores by 2020.
When they go from beginning to end new markets by 2050, the country must
constrain humanity encompassing 611 million vehicles on the public mode.
Hero MotoC0rp is now absolutely gratis of all sell overseas limitations it have to look
in the preceding days, which we keep in mind to be HERO HONDA days of its past
Honda Japan promoters.
To assemble the new require, the group would manufacture its 4th factory in South
and its fifth fix in India.

Page 18
1.12 FINANCIAL STATEMENT OF KAILASH MOTORS, BIDAR
Particulars March 2015 March 2016 March 2017

Total Income
Income 33,00,000 32,00,000 40,00,000
Excise duty - - -
Net sale 33,00,000 32,00,000 40,00,000
Other income 50,000 80,000 80,000
Total 33,50,000 32,80,000 40,80,000
Expenditure
Raw material 28,00,000 28,00,000 32,00,000
Cost of employment 70,000 80,000 1,00,000
Admin and selling expenses 4,000 7,000 9,000
Other manufacturing
5,000 8,000 10,000
Expenses
Fuel cost 20,000 20,000 40,000
Miscellaneous expenses 36,000 38,000 50,000
Adjustment of stock -5,600 -1,300 -2,400
Depreciation 10,000 11,000 18,000
Operating profit 29,39,400 29,62,700 34,24,600
Total expenses
Profit 26,000 1,37,000 2,36,000

Tax rate 8,20,000 5,11,000 5,58,000
Interest 25,000 55,000 1,80,000

Page 19
2.1 THEORETICAL BACKGROUND OF THE STUDY
INTRODUCTION TO CUSTOMER SATISFACTION:
DEFINITION:
Cocotte, Woodruff and Jenkins (1987) define Customer Satisfaction "conceptualized

as a sensation residential by an estimate of experience".
In a genera1 concurrence Kotler "customer pleasure is the intellect of pleasure of a

person as a effect of the comparison among the supposed performance of a product in family
element to his opportunity".
"the deliver of goods or services that meet the customer's potential in conditions of
eminence and service, in relative to the worth paid".
If the presentation match the hope, the customer’s is pleased. If the pieces go beyond
prospect, the customer’s is more satisfied and joyful. If the services do not meet the outlook,
the customers is not pleased. Satisfactions is the sentiment of happiness of a person of
frustration deriving from the comparison among the supposed performance of a product
(result) in family member to its expectations. The connection among customer satisfaction
and customer loyalty is relative.
MEANING:
Customer satisfaction is commercial phrase, it calculate the provide by a gather buyer

hope. It is deliberate a type routine pointer within company piece of four tables of the
reasonable score sheet.
In a aggressive market where the trade has been finished for the customer, customer
fulfillment is seen solution feature of isolation and gradually more becomes means part of
commerce approach. Customer satisfactions force the sensation of the classified sector.

Page 20
Customer satisfaction is high presentation companies have residential main beliefs

and strategies to reach customer satisfaction. This object present construction develop the
superiority response qualifications and the chance to services supply public sector in
defenseless community are personal.
You are pleased with obtain or not. If you don’t, you're not Customers repeatedly
recognize it as significant as the core product or service accessible by their organisation.
examine what implies 3rd diverse anglas, viewpoint of an organisation that wants to
appreciate and compute how satisfied the customer is he receives from it. The second is
summit of observation of a invited to get advice in selling.
Customer satisfaction has happen to the many important goals set for product
services. The satisfaction survey is becoming the main tool for evaluating this portion of
customer service. Customer satisfaction surveys provide a snapshot of customers' opinions
about the product. "One of key goals of organizations is that customers and families are
satisfied their experience in visiting their customers.The purpose of an organization is to
calculate, examine and report the measure to which they achieve this goal within of your
organization.
Customer satisfaction survey can help identify customs to recover the product.
Because customers actively appraise what happen to them during the customer service
experience, customer satisfaction is double: "an needle of product value and a quality product
constituent". The decision of customer’s is very personal: it stand on sensitivity that the
answer responds to the "individual needs" of the clients, fairly than to a universal code of
norms. When customers positively recognize reasons, statement, compassion and decision,
they will respond more positively to the product.

Page 21
Customer satisfaction investigation can show that a practice focuses on quality and
improvement of the recent service. In the end, with customer’s satisfaction inspection, they
help produce improved worth products and happier customers. lastly consider the problem
from position vision of clients participating in surveys, including selling regulars and
associate with universal community.
The outline suggests that people living in hard locality can be maintain during
customer satisfaction tactic to develop into sanction people whose educated perspective
authority judgment as regards are presented.
MEASURING CUSTOMER SATISFACTION:
Customer Grievances
Customer Focus
Customer Feedback
Customer Property
Special requisite of Customer
Timely Supply

Page 22
IMPORTANCE:
It expenses at slightest 7 period most to locate fresh customer and then keep the
offered. A fulfilled custome’r counts 6-8 nation year, while a dis-satisfied customer’s
informs 15-16.
Regulars who include the ability to file a maintain have a 95% chance of continuing
to do dealing with you.
Company can increase profits any-where from 27% to 120% while retaining only 6%
most of their thrilling customers.
 Pleased customer’s are 7 time extra likely to use these services and
congratulate satisfied customer’s.
 Customer’s has terrible sympathetic with you and doesn’t protest have only
37% option of long-term to do trade with you.
FACTORS:
1. Services of quality.
2. The method service reserved its guarantee.
3. Reliability of service.
4. Appreciative of the workers.
5. The method of services handle any trouble openness of staff.
6. How sensitive employees were to needs.
7. Speed of enquiries.
8. Creature set aside learned of progress.

Page 23
2.2 LITERATURE REVIEW:
The 2-wheeler is going has developed always, but the to slow down. The impact was
really felt in subsequently year when largely growth was only 2%. Mopeds have a capacity of
around 21%. Planning the future to reach the longterm aim is much needed to survival and
growth of all businesses. Today's strategic planning must take into report the rapid
technological changes, the increase in spirited and the turbulent business environment, also
with the fact that the world appropriate a big global village.
India has the leading no of 2-wheeled vehicles in world with 42.7 million vehicles.
40% of cars 72% 2-wheeled vehicles. Hero was founded on April 13, 1984. The Indian 2-
wheeler production can be generally classify as scooters, motorcycles and mopeds. In the past
10 years, national 2-wheeler vehicles have seen a structural load. This can observe from
changes in the composition of 2-wheel sales, where motorcycle have expand promote shares
in the scooter segment.
The license existing between the '40s and' 80s in India allocate other to come in
advertise introduce were strictly controll.
• Cocotte, W00druff and Jenkins (1987):
Customer satisfaction "conceptualize as a feeling develops from valuation of experience".
• Philip Kotler (2013):
"Customer satisfaction is predetermined based upon customer’s expectations."
• Armstrong (2011):
"Customer satisfaction is sophisticated word, which is made-up of broad diversity of factors."
• Brown:
"The state which products or services of need, desire and expectation of the client are
satisfied to overcome the outcome in repetition of purchase, loyalty and favorable value of
the mouth".
• Jones and Sasser:

Page 24
The basic element are Customer Satisfaction are products or services, basic support services,
a recovery process to counter negative experiences and extraordinary services.
• Oliver (1997):
Satisfaction is judgment of consumers that product recommend pleasure compliance levels

related to consumption.
• Parasuraman (1988):
Customer satisfactions define the superiority of services as the organization's ability to gather
or surpass customer expectations.
• Marsha Peter (2014):
Satisfaction is customer's response to all the experience reported with a company, its products
or its service.
• Joan L Giese (2000):
Customer satisfaction is customer's reaction to implementation supposed difference among

amount of customer’s or percentage of previous products to be received after consumption.
• David J Reibstein (2010):
Customer satisfaction is the percentage of total customer class, the total experience of the
relationship with a company, its product or its services with specific satisfaction goals.
• Heidi Cohen:
"Customer satisfaction is feeling of people, the complete relationship of enjoyment or distress

deriving from the evaluation of a product in relative to expectations".
• Julie Barile:
Satisfaction is probability. If the presentation match the potential, customer’s meets the
opportunity and definite show of reported experience.

Page 25
3.1 STATEMENT OF THE PROBLEM:
This internship is all to measures the Customer’s Satisfactions towards Hero

MotorC0rp. From last few year’s every companies is difficult to fulfill their customer’s. The
emphasis is on way of retaining of customer’s, then by attracting fresh customer’s.thus
company’s are believing in spotlight on portion of customers satisfactions.
This project-work have doing to discover exposed whether customer’s are satisfied or
dis-satisfied, and also for measuring the levels of the customer’s satisfaction with offer this
response to company.

Page 26
3.2 NEED FOR THE STUDY:
Market begins without identify need’s consumer’s split within satisfys their wanted.
Objectives of marketers attracts fresh customer’s by promise with superior worth and keeps
regular customer’s by delivery of satisfactions based-upon the preferences on save them.
customer’s regards with advanced in today’s markets, the satisfaction level is based-
upon their first choice must be eagerly studies.The 2-wheeler industry have been rapidly
expands. The time while possesses a 2-wheeler was notice as lavishness. Now-days, it is
analysis as more necessity purpose.

Page 27
3.3 OBJECTIVES OF THE STUDY
 To determine customer’s level of satisfactions in Hero MotoC0rp Ltd.

To knows the factor which influencies on following transaction examine of Hero
MotoC0rp Ltd.
 For measuring whether the dealers render after-sale service, how better
the consumer’s is satisfied within it.
To recognize whether all problems are resolved completely at check location.
 For knowing whether a vehicle is transport on instant at service’s stations.
 To understand 2-wheeler sector’s in India.

Page 28
3.4 SCOPE OF THE STUDY:
 These revise help the organisations for increasing services and product’s
quality foundation procession corporation.
The range is extremely restricted because attitude of public change based to time.
This study is conducted for twelve weeks.
The study was restricted for minimum areas. that could not results inaccurate about
Kailash Motors, Bidar.

Page 29
3.5 RESEARCH METHODOLOGY:
Research is the arrangement structures with strategies for investigation conceived for
answers to researched questionnaires with control1ed be composed since which basis by on
top of reveal information in the primary data and secondary data.
METHODOLOGY STUCTURE AND RESEARCH
Research Region : Bidar
Research Approach : Survey
system
Sampling procedure : Random
sample Contact technique : Personal
Sample Component : Users of HERO
BIKES Research Instruments : Questionnaires
Sample size : 50
RESEARCH DESIGN:
The lessons commence to way in the following deal service and customer’s
satisfaction in the direction of Hero MotoC0rp Ltd. (Kailash Motors, Bidar)
RESEARCH PROCEDURE:
The questions are arranged for the studies in the structure and disguise within nature.
It consist of various choice and short question.

Page 30
DATA:
Informations which. through the facilitate of questionaire system with convention

diverse bikes possessor Hero MotoC0rp Ltd. The data has collected from 50 customers, in the
topic of basic random sampling.
Secondary data is composed form the company annual-reports, journal, publication,

broachers and websites etc.
SAMPLE DESIGN:
The sample unit confined to ending consumer of products i.e. Hero MotoC0rp Ltd.
Owners knows there satisfaction levels based on performances of motors and services.
SAMPLE UNIVERSE:
The assessment was done in Kailash Motors, Bidar according to my convenience it is

not gives the exact result of Karnataka or India.
PERIOD OF STUDY:
Study is done during the year 2018.
SAMPLE PROCEDURE:
The sample-size is 50 consumer’s only. The illustration consists of Businessman,

Doctors, Engineers, Officers and Contractors etc. The analysis was analyised in-form an
consultation surrounded by accidentally special sample of 50 regulars of Hero MotoC0rp Ltd
customer’s model amount form the trader casual.

Page 31
ANALYTICAL METHOD:
Basic percentages methods have to use for identifying purpose.
DESCRIPTIVE STUDIES:
In descriptive studies, when a research person is awareness to knows the character of

sertain grouping as era, sex, educational levels, employment of incomes, the expressive
revise is necessary. Descriptive study are well structure. therefore, it necessary that pollster
objectives of a study to answer under investigation.

Page 32
3.7 LIMITATIONS OF THE STUDY
 Few customer’s refuse to coperate and does not dis-close their genuine option.
 Customer’s data is more confidential, so organisation doesn’t dis-close it properly.
 Source of data is collects from customer’s and dealers’ only.
 Respondent’s might answer for influences or bias.
Make of appointment to Management personel is tough work, because of
busy schedu1ed.
Even through vary commencing the people.
Time been a limited factors which has not for sufficients to make opinion from
majorities of users, which form fraction of universally sample.
 The samples which drawn are purpose on studies doesn’t represent the whole sector.

Page 33
3.8 CHAPTER SCHEME:
The project includes the following chapters
Chapter -1: Introduction
In this first chapter we have to study of Introduction, Industry profile and Company profile
: Promoters , Vision , Mission & Quality policy, Product / Services profile , areas of
operation , infrastructure facilities , competitor’s information , SWOT Analysis , Future
growth and prospects and Financial Statement.
Chapter-2: Conceptual background and Literature
Theoretical background of the study , Literature review with research gap

(With minimum 20 literature reviews).
Chapter-3: Research Design
Statement of the problem, Need for study , Objective, Scopes of the study , Research
methodology , Hypotheses, Limitations , Chapter scheme .
Chapter-4: Analysis and Interpretation
Analysis and interpretation of the source – collected with relevant tables and graphs .
Results obtained by the using statistical tool must be included.
Chapter-5: Findings, Conclusion and Suggestions
Summary of finding, Conclusions and Suggestion / Recommendation

Page 34
4. DATA ANALYSIS AND INTREPETATION
4.1 FOR WHAT PURPOSE YOU BUY HEROBIKE?
PARTICULARS RESPONDENTS PERCENTAGE

OFFICAL 15 30
BUSINESS 19 38
HOUSEHOLD 13 26
ANYOTHER 3 6
TOTAL 50 100
PERCENTAGE
40
35
30
25
20
15
10
0
OFFICAL BUSINESS HOUSEHOLD ANYOTHER
INTERPETATION: Above the table shown that for what purpose you buy Herobike respondents is
responded official is 30%, Business is 38%,Household is 26% and any other is 6%.

Page 35
4.2 HOW DO YOU COME TO RECOGNIZE ABOUT HERO MOTO CROP?

TV ADVERTISEMENT 12 24
NEWS PAPERS 27 54
FRIENDS 5 10
OTHERS 6 12
TOTAL 50 100
PERCENTAGE
60
50
40
30
20
10
0
TV ADVERTISEMENT NEWS PAPERS FRIENDS OTHERS
INTERPETATION: Above the table shown that how do you come to recognize about hero moto
croprespondents is responded TV advertisement is 24%,News paper is 54% ,Friends is 10% and Others is
12%.

Page 36
4.3 HOW DO YOU RATE THE BODY FASHION,DESIGN AND LOOK OF

HERO MOTOR BIKE?

EXCELLENT 17 34
GOOD 16 32
AVERAGE 10 20
POOR 7 14
TOTAL 50 100
PERCENTAGE
40
35
30
25
20
15
10
0
EXCELLENT GOOD AVERAGE POOR
INTERPETATION: Above the table shown that how do you rate the body fashion,design and look of hero
motor bike respondents is responded Excellent is 34%,Good is 32%,Average is 20% and Poor is14%.

Page 37
4.4 HOW DO YOU RATE THE PRE SALES SERVICEOFFER BY HERO

MOTOR CORPORATION LTD?

EXCELLENT 16 32
GOOD 22 44
AVERAGE 3 6
POOR 11 22
TOTAL 50 100
PERCENTAGE
50
45
40
35
30
25
20
15
10
5
0
EXCELLENT GOOD AVERAGE POOR
INTERPETATION: Above the table shown that how do you rate the pre sale service offer by Hero motors
corporation ltd respondents is responded Excellent is 32%,Good is 44%,Average is 6% and Poor is 22%.

Page 38
4.5 DOES THE WORTH OF HERO MOTOR CORPORATION SUITS YOUR

BUDGET?

YES 28 56
NO 22 44
TOTAL 50 100
PERCENTAGE
60
50
40
30
20
10
0
YES NO
INTERPETATION: Above the table shown that does the worth of hero motors corporation suits your
budget Yes is 56% and No is 44%.

Page 39
4.6 WHICH QUALITY OF THE HERO BIKE ATTRACTS YOU THE MOST?

DESIGNING 19 38
FUELEFFICIENCY 21 42
PRICE 5 10
LOWMAINTAINANCE 5 10
TOTAL 50 100
PERCENTAGE
45
40
35
30
25
20
15
10
0
DESIGNING FUELEFFICIENCY PRICE LOWMAINTAINANCE
INTERPETATION: Above the table shown that which quality of the hero bike attract you the most.Design
is 36%,Fuelefficiency is42%,Price is 10%and Lowmaintainance is5%

Page 40
4.7 HOW WOULD YOU RATE THE FOLLOWING SALE SERVICE OF

HERO MOTO CORP LTD?

COMPLETELY SATISFIED 18 36
SATISFIED 16 32
FAIR 4 8
DIS-SATISFIED 7 14
COMPLETELY DIS- 5 10
SATISFIED
TOTAL 50 100
PERCENTAGE
40
35
30
25
20
15
10
0
COMPLETELY SATISFIED FAIR DIS-SATISFIED COMPLETELY
SATISFIED DIS-SATISFIED
INTERPETATION: Above the table shown that How would you rate the following sale services of Hero
MotoCorpLtd CompletelySatisfied is 36%,Satisfied is 32%,Fair is 8%,Dis-Satisfied is 14% and Completely
Dis-Satisfied is 10%

Page 41

Page 42
4.8 DO YOU FIND THE INFORMATION FROM THE SERVICE CONSULTANT

ON THE SERVICES TO BE CARRY OUT?

COMPLETELY 17 34
ADEQUATE 25 50
PARTIALL 3 6
TOTAL 50 100
PERCENTAGE
60
50
40
30
20
10
0
COMPLETELY SATISFIED FAIR
SATISFIED
INTERPETATION: Above the table shown that Do you find the information from service consultant on the
services to be carry out Completely is 34%, Adequate is 50%and Patrtiall is 6%

Page 43
4.9 WHETHER THE DEALER IS PROVIDING 3 TIMES FREE SERVICE OR

NOT?

YES 27 54
NO 23 46
TOTAL 50 100
PERCENTAGE
55
54
53
52
51
50
49
48
YES NO
INTERPETATION: Above the table shown that Whether the Dealer is Providing 3times free service or not
Yes is 54% and No is 46%

Page 44
4.10 HOW WAS THE CO-OPERATION OF THE STAFF DURING SERVICES?

EXCELLENT 16 32
GOOD 20 40
FAIR 13 26
BAD 1 2
TOTAL 50 100
PERCENTAGE
45
40
35
30
25
20
15
10
0
EXCELLENT GOOD FAIR BAD
INTERPETATION: Above the table shown that How was the Co- operation of the staff during services

Page 45
4.11 THROUGHTOUT SERVICING OF VEHICLE THE ENTIRE

YOUR COMPLAINTS BE ADDRESSED APPROPRIATE?

YES 22 44
NO 28 56
TOTAL 50 100
PERCENTAGE
60
50
40
30
20
10
0
YES NO
INTERPETATION: Above the table shown that Throughout servicing of vehicle the entire your complaint
be Addressed appropriately Yes is 44% and No is 56%

Page 46
4.12 WHICH FACTOR YOU WILL BELIEVE MAINLY WHILE GIVE

VEHICLE FOR SERVICE AT HERO MOTOCORPLTD?

GOODSERVICE 19 38
TIMELYDELIVERY 12 24
STAFF BEHAVIOUR 12 24
AVAILABILITY OF 0 0
SPAREPARTS
OTHERS 7 14
TOTAL 50 100
PERCENTAGE
40
35
30
25
20
15
10
0
GOODSERVICE TIMELYDELIVERSYTAFF BEHAVAIOILUARBILITY OF SPAREPAROTSTHERS
INTERPETATION: Above the table shown that Which factor you will believe mainly while give vehicle
for service at HeroMotoCorp ltd Goodservice is 38%,Timelydelivery is 24%,Staff behavior is 24%
,Availability of spareparts is 0% and Others is 14%

Page 47
4.13 DID THEY DELIVER YOUR VEHICLE ON TIME?

YES 27 54
NO 23 46
TOTAL 50 100
PERCENTAGE
50
45
40
35
30
25
20
15
10
5
0
YES NO
INTERPETATION: Above the table shown that did they deliver your vehicle on time Yes is 54%and No
is 46%

Page 48
4.14 HOW THEY ARE PROVIDNG SERVICES OF YOUR BIKE AT HERO

MOTOR COR[PORATION LTD?

CHEAP 23 46
MODERATE 20 40
COSTLY 7 14
TOTAL 50 100
PERCENTAGE
50
45
40
35
30
25
20
15
10
5
0
CHEAP MODERATE COSTLY
INTERPETATION: For the above table shown that how they are providing services of your bike at hero
motor coporation ltd Cheap is 46%,Moderate is 40% and Costly is 14%.

Page 49
4.15 DO YOU DESIRE TO PREFER FOR FUTURE PAID SERVICES AT

HERO MOTOR CORPORATION LTD?

YES 27 54
NO 23 46
TOTAL 50 100
PERCENTAGE
50
45
40
35
30
25
20
15
10
5
0
YES NO
INTERPETATION: Above the table shown that do you desire to prefer for future paid services at Hero
motor Corporation Ltd Yes is 54%and No is 46%

Page 50
5.1 SUMMARY OF FINDINGS:
More number of purchaser are professionals and production people using the Hero
MotoC0rp Ltd bikes.
 94% of customer’s acquire new bikes merely.
Nearly about 86% of the consumers consider cost a of vehicle is reasonable.
 Brand icon Hero is better in market later than divide with Honda, 72% peoples
have liked the variety “HERO”.
Excellence, Prices, product and Fue1 effectiveness is being paid like import in
satisfactions level.
 Hero MotoC0rp India’s Number 1 2-wheeler company has position expansion
of 11.38% in May 2013 comparative to May 2012.
 Understanding abilities of customer’s need and wants, maintenance cost is 1owest.
 The purchase of consumer’s are influence by friends and family.
63% of respondent felt that all over performances of vehicle is good, 9% and 22% of
respondent felt that presentation of vehicles is brilliant and okay.

Page 51
5.2 CONCLUSION:
Customers Satisfaction is the tool of marketing with a exact charge extra help. It is
supposed by customer’s significant as prime your organisation recommend.
“The worldwide business surroundings is energetic with a single important issue of

building a competitive edge by creating and retaining with huge no of customers than their
goods and services every organization is therefore sized of task establishing sustaining its
worth to the customer, who as been unpredictabled by competition”.
Then every busines is building efforts attain customers loyalty.
In short it is total organizational culture with brand equity, which face challenge. So their is
persistent effort between organizations to maintain existence in the marketplace, and
therefore in order to the sustain solid opposition the companies take-up market explore
recurrently to make out modify requirements and partiality of the customers.
This may help in re-frame of the policies in providing satisfy the customer by callous
boundary tools to retain him for a life-time.

Page 52
5.3 SUGGESTIONS AND RECOMMENDATIONS:
Customers Satisfaction is for diverse people at different circumstances.
Hero MotoCorp desires to provide more consequence in their service parts its
contain suitable service, and service quality.
Hero motors wants to export market within increase and enlarge extra support for
several designs like sport bike and gear-less scooter.
To give better service to customers at work shop and increase places for parking.
To create vehicle extra hard work within and Improvement comfortness vehicle.
Engine capability must boost, these direct to raise mileage and pick-up.
Skilled with experience person must be supply at examine centre, so problem of
automobile must be determined entirely.

Page 53
BIBLIOGRAPHY
BOOKS:
 Principles of Marketing – Philip Kotler & Gary Armstrong

 Marketing Research – G.C.Beri
 Services Marketing – Adlarian Palmer
ARTICLES:
Auto India
Business Today
Gear up
Overdrive
Easy Rider
Wheelocity
WEBLIOGRAPHY:
www.heromotocorp.com
www.kailashmotors@yahoo.com
www.autofinlimited.com
www.slideshare.com
www.wikipedia.com
www.google.com

Page 54
ANNEXURES
QUESTIONNAIRE
Dear Sir,
I am SAINATH student of MBA, LINGARAJ APPA ENGINEERING COLLEGE,
BIDAR V.T.U, conducting a survey on Customer Satisfaction towards Hero MotoCorp Ltd.
Please give your precious feedback regarding Hero Motors.
Name:……………………………. Address:…………………………
1. For what purpose you buy Hero bike?

a) Official b)Business c)Household d)Any other
2. How do you come to recognize about Hero MotoCorp?

a) TV advertisement b)Newspaper c)Friends d)Others
6. Which quality of the Hero bike attract you the most?

a. Designing b)Fuel efficiency c)Price d)Low maintainance
7. How would you rate the following sale services of Hero MotoCorp Ltd?
a. Completely Satisfied b) Satisfied c) Fair d) Dis-Satisfied
e) Completely Dis- Satisfied

Page 55
4. How do you rate the pre sale service offer by Hero MotoCorp Ltd?
a)Excellent b)Good c) Average d) Poor
3. How do you rate the body fashion, design and look of Hero Motorbike?
a)Excellent b)Good c) Average d) Poor
4. Does the worth of Hero MotoCorp suits your budget?

a) Yes b)No
8. Do you find the information from service consultant on the services to be carry
out? a)Completely b)Adequately c)Partiall
9. Whether the Dealer is Providing 3 time free Services or not?

a)Yes b)No

Page 56
10. How was the Co-operation of the staff during services?

a)Excellent b)Good c)Fair d)Bad
e)Very bad
13. Did they deliver your vehicle on time?

a)Yes b)No
11. Throughout servicing of vehicle the entire your complaints be Addressed

appropriately?
a. Yes b)No
12. Which factor you will believe mainly while give vehicle for Service at
Hero MotoCorp Ltd?
a. Good service b)Timely Delivery c)Staff Behavior
d)Availability of spare parts e)Others
13. How they are providing services of your Bike at Hero MotorCorp Ltd?
a)Cheap b)Moderate c)Costly
14. Do you desire to prefer for future paid services at Hero MotorCorp Ltd?
a)Yes b)No

Page 57
REFERENCES
1. BHADRAPPA HARALAYYA , P.S.AITHAL , PERFORMANCE AFFECTING FACTORS OF

INDIAN
BANKING SECTOR: AN EMPIRICAL ANALYSIS, George Washington International Law
Review, Vol.- 07 Issue -01, April-June 2021, PAGE No : 607-621, Available at: http://archive-
gwilr.org/wp- content/uploads/2021/06/Bhadrappa-Haralayya.pdf
2. BHADRAPPA HARALAYYA , P.S.AITHAL , TECHNICAL EFFICIENCY AFFECTING FACTORS I
INDIAN BANKING SECTOR: AN EMPIRICAL ANALYSIS, Turkish Online Journal of Qualitative
Inquiry (TOJQI), Vol.- 12 Issue -03, June 2021, PAGE No : 603-620, Available at:
https://www.tojqi.net/index.php/journal/article/view/791/242
3. BHADRAPPA HARALAYYA , P.S.AITHAL , IMPLICATIONS OF BANKING SECTOR ON
ECONOMIC DEVELOPMENT IN INDIA, George Washington International Law Review, Vol.- 07 Issue
-01, April-June 2021, PAGE No : 631-642
Available at: http://archive-gwilr.org/wp-content/uploads/2021/06/Bhadrappa-Haralayya-1.pdf
4. BHADRAPPA HARALAYYA , P.S.AITHAL ,STUDY ON PRODUCTIVE EFFICIENCY OF BANKS

IN DEVELOPING COUNTRY, International Research Journal of Humanities and Interdisciplinary
Studies (www.irjhis.com) ,Volume: 2, Issue: 5, May 2021, Page No : 184-194. Available at
: http://irjhis.com/paper/IRJHIS2105025.pdf
5. Bhadrappa Haralayya ; P. S. Aithal . "Study on Model and Camel Analysis of Banking" Iconic
Research And Engineering Journals ,Volume 4 ,Issue 11 ,May 2021 Page 244-259. Available at
https://irejournals.com/paper-details/1702750
6. Bhadrappa Haralayya and Aithal, P. S.. “Analysis of cost efficiency on scheduled commercial banks
in India”. International Journal of Current Research, Volume 13, Issue 06, June 2021, pp 17718-17725
Available at: https://www.journalcra.com/sites/default/files/issue-pdf/41580.pdf
7. Bhadrappa Haralayya and P. S. Aithal, “A Study On Structure and Growth of Banking Industry in
India”, International Journal of Research in Engineering, Science and Management ,Volume 4, Issue
5, May 2021.Page no 225–230. Available at: https://www.journals.resaim.com/ijresm/article/view/778/749 .
8. Bhadrappa Haralayya, Retail Banking Trends in India ,International Journal of All Research Education an
Scientific Methods (IJARESM), Volume: 9, Issue: 5, Year: May 2021, Page No : 3730-3732. Available A
http://www.ijaresm.com/uploaded_files/document_file/Bhadrappa_Haralayyaqscw.pdf
9. BHADRAPPA HARALAYYA, P.S.AITHAL, FACTORS DETERMINING THE EFFICIENCY IN

Page 58
INDIAN BANKING SECTOR : A TOBIT REGRESSION ANALYSIS", International Journal of Science

Page 59
& Engineering Development Research (www.ijsdr.org), Vol.6, Issue 6, June-2021, page no.1 - 6, ,
Available :http://www.ijsdr.org/papers/IJSDR2106001.pdf
10. BHADRAPPA HARALAYYA , P.S.AITHAL , IMPLICATIONS OF BANKING SECTOR ON
ECONOMIC DEVELOPMENT IN INDIA, flusserstudies, Volume 30, June 2021,Page No:1068-1080,
Available at: https://flusserstudies.org/archives/801
11. BHADRAPPA HARALAYYA, P.S.AITHAL, STUDY ON PRODUCTIVE EFFICIENCY OF
FINANCIAL INSTITUTIONS, International Journal of Innovative Research in Technology, Volume 8,
Issue 1, June-2021 ,Page no: 159 – 164, Available:
http://ijirt.org/master/publishedpaper/IJIRT151514_PAPER.pdf
12. BHADRAPPA HARALAYYA , STUDY OF BANKING SERVICES PROVIDED BY BANKS IN
INDIA, International Research Journal of Humanities and Interdisciplinary Studies
(www.irjhis.com), Volume: 2, Issue: 6, Year: June 2021,Page No : 06-12, Available at
: http://irjhis.com/paper/IRJHIS2106002.pdf.
13. BHADRAPPA HARALAYYA, P.S.AITHAL , ANALYSIS OF BANK PERFORMANCE USING
CAMEL APPROACH", International Journal of Emerging Technologies and Innovative Research
(www.jetir.org | UGC and issn Approved), Vol.8, Issue 5, May-2021, page no 305-314, Available at
: http://www.jetir.org/papers/JETIR2105840.pdf
14. BHADRAPPA HARALAYYA, P.S.AITHAL, ANALYSIS OF BANK PRODUCTIVITY USING PANE
CAUSALITY TEST, Journal of Huazhong University of Science and Technology, Volume 50, Issue 6,
June-2021 , Page no: 1 – 16, Available at: https://app.box.com/s/o71lh776opeypauvzucp9esntjwur9zf
15. BHADRAPPA HARALAYYA, P.S.AITHAL, INTER BANK ANALYSIS OF COST EFFICIENCY
USING MEAN, International Journal of Innovative Research in Science, Engineering and Technology
(IJIRSET), Volume 10, Issue 6, June-2021 ,Page no: 6391-6397, Available at:
http://www.ijirset.com/upload/2021/june/97_INTER_NC1.pdf
16. BHADRAPPA HARALAYYA, P.S.AITHAL , ANALYSIS OF TOTAL FACTOR
PRODUCTIVITYAND PROFITABILITY MATRIX OF BANKS BY HMTFP AND FPTFP,
Science,
Technology and Development Journal, Volume 10, Issue 6, June-2021, Page no: 190-203, Available at:
http://journalstd.com/gallery/23-june2021.pdf
17. BHADRAPPA HARALAYYA, P.S.AITHAL , ANALYSIS OF BANKS TOTAL FACTOR
PRODUCTIVITY BY AGGREGATE LEVEL, Journal of Xi'an University of Architecture & Technology
Volume 13, Issue 6, June- 2021 ,Page no: 296-314, available at: https://www.xajzkjdx.cn/gallery/28-

Page 60
june2021.pdf

Page 61
18. Bhadrappa Haralayya, P S Aithal, "ANALYSIS OF BANKS TOTAL FACTOR PRODUCTIVITY BY

DISAGGREGATE LEVEL", International Journal of Creative Research Thoughts (IJCRT), Volume.9,
Issue 6, June 2021, pp.b488-b502, Available at :http://www.ijcrt.org/papers/IJCRT2106187.pdf
19. Haralayya B. Importance of CRM in Banking and Financial Sectors Journal of Advanced Research
in Quality Control and Management 2021, 6(1): 8-9
20. Haralayya B. How Digital Banking has Brought Innovative Products and Services to India. Journal of
Advanced Research in Quality Control and Management 2021; 6(1): 16-18
21. Haralayya B. Top 5 Priorities That will Shape The Future of Retail Banking Industry in India. Journal of
Advanced Research in HR and Organizational Management 2021; 8(1&2): 17-18.
22. Haralayya B. Millennials and Mobile-Savvy Consumers are Driving a Huge Shift in The Retail
Banking Industry. Journal of Advanced Research in Operational and Marketing Management 2021;
4(1): 17-19
23. Haralayya B. Core Banking Technology and Its Top 6 Implementation Challenges. Journal of
Advanced Research in Operational and Marketing Management 2021; 4(1): 25-27
24. Nitesh S Vibhute ; Dr. Chandrakant B. Jewargi ; Dr. Bhadrappa Haralayya . "Study on Non-Performing
Assets of Public Sector Banks" Iconic Research And Engineering Journals Volume 4, Issue, 12 June 2021
Page 52-61 Available at https://irejournals.com/formatedpaper/1702767.pdf
25. Haralayya, Dr. Bhadrappa and Saini, Shrawan Kumar, An Overview on Productive Efficiency of Banks
& Financial Institution (2018). International Journal of Research, Volume 05 Issue 12, April 2018,
Available at SSRN: https://ssrn.com/abstract=3837503
26. Haralayya, Dr. Bhadrappa, Review on the Productive Efficiency of Banks in Developing Country
(2018). Journal for Studies in Management and Planning, Volume 04 Issue 05, April 2018, Available at
SSRN: https://ssrn.com/abstract=3837496
27. Basha, Jeelan and Haralayya, Dr. Bhadrappa, Performance Analysis of Financial Ratios - Indian
Public Non-Life Insurance Sector (April 30, 2021). Available at SSRN:
https://ssrn.com/abstract=3837465.
28. Haralayya, Dr. Bhadrappa, The Productive Efficiency of Banks in Developing Country With
Special Reference to Banks & Financial Institution (april 30, 2019). Available at
SSRN: https://ssrn.com/abstract=3844432 or http://dx.doi.org/10.2139/ssrn.3844432
29. Haralayya, Dr. Bhadrappa, Study on Performance of Foreign Banks in India (APRIL 2, 2016). Available
a SSRN: https://ssrn.com/abstract=3844403 or http://dx.doi.org/10.2139/ssrn.3844403
30. Haralayya, Dr. Bhadrappa, E-Finance and the Financial Services Industry (MARCH 28, 2014).

Page 62
Available at SSRN: https://ssrn.com/abstract=3844405 or http://dx.doi.org/10.2139/ssrn.3844405

31. Haralayya, Dr. Bhadrappa, E-payment - An Overview (MARCH 28, 2014). Available at

Page 63
SSRN: https://ssrn.com/abstract=3844409 or http://dx.doi.org/10.2139/ssrn.3844409 .

32. Bhadrappa Haralayya . "Customer Satisfaction at M/s Sindol Bajaj Bidar" Iconic Research
And Engineering Journals, Volume 4 ,Issue 12, June 2021, Page 157-169 Available at:
https://irejournals.com/formatedpaper/1702792.pdf
33. Bhadrappa Haralayya . "Ratio Analysis at NSSK, Bidar" Iconic Research And Engineering
Journals, Volume 4, Issue 12,June 2021, Page 170-182 Available at:
34. Bhadrappa Haralayya . "Financial Statement Analysis of Shri Ram City Union Finance" Iconic
Research And Engineering Journals, Volume 4, Issue 12,June 2021, Page 183-196 Available at:
35. Bhadrappa Haralayya . "Employee Job Satisfaction at Big Bazaar" Iconic Research And
Engineering Journals, Volume 4, Issue 12, June 2021, Page 197-206 Available at:
36. Bhadrappa Haralayya . "Effect of Branding on Consumer Buying Behaviour at Vijay Bharat Motors
Pvt Ltd, Bidar" Iconic Research And Engineering Journals, Volume 4, Issue 12, June 2021, Page 207-
222 Available at: https://irejournals.com/formatedpaper/1702796.pdf
37. Bhadrappa Haralayya . "Study on Customer Perceptions Guru Basava Motors, Bidar" Iconic Research
And Engineering Journals, Volume 4, Issue 12,June 2021, Page 223-231 Available at:
38. Bhadrappa Haralayya . "Study on Loans and Advances for DCC Bank Main Branch Nayakaman,
Bidar" Iconic Research And Engineering Journals, Volume 4, Issue 12, June 2021, Page 232-242
Available at: https://irejournals.com/formatedpaper/1702798.pdf
39. Bhadrappa Haralayya . "Work Life Balance of Employees at Karanja Industries Pvt Ltd, Bidar"
Iconic Research And Engineering Journals, Volume 4, Issue 12, June 2021, Page 243-254 Available
at: https://irejournals.com/formatedpaper/1702799.pdf
40. Bhadrappa Haralayya . "Working Capital Management at TVS Motors, Bidar" Iconic Research
And Engineering Journals, Volume 4, Issue 12, June 2021, Page 255-265 Available at:
41. Haralayya, Dr. Bhadrappa, Testing Weak Form Efficiency of Indian Stock Market – An Empirical Study

Page 64
on NSE (April 30, 2021). Emerging Global Strategies for Indian Industry (ISBN: 978-81-910118-7-6),
2021, Available at SSRN: https://ssrn.com/abstract=3837488
42. Haralayya, Dr. Bhadrappa, Top 10 Ways to Improve the Communication Skills (JUNE 20,
2016). Available at SSRN: https://ssrn.com/abstract=3844410 or
http://dx.doi.org/10.2139/ssrn.3844410
43. Haralayya, Dr. Bhadrappa, Multi-Inter-Trans Disciplinary Research Towards Management and Commerce
(July 25, 2016). Available at SSRN: https://ssrn.com/abstract=3847404
44. Bhadrappa Haralayya . "Advertising Effectiveness With Reference to Big Bazaar" Iconic Research
And Engineering Journals, Volume 5, Issue 1, July 2021, Page 101-110 Available at:
45. Bhadrappa Haralayya . "Analysis of Non Performing Asset on Urban Cooperative Bank in India"
Iconic Research And Engineering Journals, Volume 5, Issue 1,July 2021, Page 111-121 Available at:
46. Bhadrappa Haralayya . "Ration Analysis With Reference to DCC Bank" Iconic Research And
Engineering Journals, Volume 5, Issue 1, July 2021, Page 122-130 Available at:
47. Bhadrappa Haralayya . "Consumer Buying Behavior With Reference to Bajaj Auto Ltd" Iconic
Research And Engineering Journals, Volume 5, Issue 1, July 2021, Page 131-140 Available at:
48. Bhadrappa Haralayya . "Sales Promotion With Reference to Yamaha Motor" Iconic Research
49. Bhadrappa Haralayya . "Financial Statement Analysis Using Common Size on Mahindra Sindol
Motors" Iconic Research And Engineering Journals, Volume 5, Issue 1, July 2021 , Page 150-159
Available at: https://irejournals.com/formatedpaper/1702836.pdf
50. Bhadrappa Haralayya . "Loans And Advances with Reference to PKGB Bank" Iconic Research
Page 65

Page 66
51. Bhadrappa Haralayya . "Study on Trend Analysis at John Deere" Iconic Research And
Engineering Journals, Volume 5, Issue 1, July 2021, Page 171-181 Available at:
52. Haralayya B, Aithal PS. Study on Cost Efficiency in Indian and Other Countries Experience. Journal of
Advanced Research in HR and Organizational Management 2021; 8(1&2): 23-30.
53. Haralayya B, Aithal PS. Study on Theoretical Foundations of Bank Efficiency. . Journal of Advanced
Research in Operational and Marketing Management 2021; 4(2): 12-23.
54. Haralayya B, Aithal PS. Study on Profitability Efficiency in Indian and Other Countries
Experience. Journal of Advanced Research in Quality Control and Management 2021; 6(2): 1-10.

Page 62
View publication stats

Hero Astha Project

Uploaded by

Copyright:

Available Formats

Hero Astha Project

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Hero Astha Project

Uploaded by

Copyright:

Available Formats

See discussions, stats, and author profiles for this publication at: https://www.researchgate.

CUSTOMER SATISFACTION AT HERO KAILASH MOTORS SAINATH

Book · August 2018

The user has requested enhancement of the downloaded file.

Termination of Honda joint venture

Main article: Splits of Hero Honda

Hero MotoCorp Ltd

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

An internship program is the opportunity for the student to obtain realistic

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

1.2 INDUSTRY PROFILE

India is the subsequent biggest product of 2 wheels, segment of 2 wheels contribute

While the segments can generally be integrated addicted 3 sub-segment through

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

TWO WHEELER AND IT’S ROLE IN INDIAN CONTEXT:

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

Hero Motocorp is at the moment the world's biggest manufacturer of 2-wheeled

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

1.3 COMPANY PROFILE

Hero Motocorp has 3 developed vegetation based in Dharuhera, Gurgaon in Haryana

The company believed it have returns of $ 12 billion a capacity of 12 million 2-

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

President and General manager’s of engines. He led an association between the

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

1.4 PROMOTERS / DIRECTORS:

Founder Director and Chairman – Dr. Brijmohan Lall Munjal

Name of the Directors Nature of the Office

Mr. Sunil Kant Munjal Non Executive Director

Mr. Suman Kant Munjal Non Executive Director

Mr. Takashi Nagai Non Executive Director

Mr. Paul Edgerley Non Executive Director

Mr. Yuji Shiga Non Executive Director

Mr. Pradeep Dinodia Director

Gen. (Retd) V.P. Malik Director

Mr. Analjit Singh Director

Dr. Pritam Singh Director

Mr. M. Damodaran Director

Mr. Ravinath Director

Dr. Anand C. Burman Director

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

1.5 VISION MISSION AND QUALITY POLICY

Hero MotoCorp's commitment is be transformed into a worldwide company that

Superiority in excellence is the essential worth of the Hero Motocorp beliefs.

• Modernization in products, process and services.

• Constant progress in our whole superiority administration systems.

• Teamwork and duty.

• Integrate protection and fitness troubles in all our tricks.

1.6 PRODUCTS / SERVICES

Bike Category – 100cc

Bike Category – 125cc

Bike Category – 150cc

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

1.7 AREAS OF OPERATION:

Hero MotoC0rp Ltd. has 3 built-up undergrowth stand in Dharuhera, Gurgaon in

Hero Motocorp Ltd.

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE BIDAR

1.8 INFRASTRUCTURE FACILITIES

The showroom has excellent heart and outdoor design.

And also available good and large parking space facilities.