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CHAPTER NO 1
INTRODUCTION
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Introduction of Study
Marketing is the process that identifies anticipates and satisfies customer requirement
profitability. The right product in the right time and at the right price. Marketing is a social
and managerial process by which individually groups obtain what they need and wants
through creating offering and exchanging products value with others.
―Customer satisfaction is a process feeling of pleasure or disappointment resulting
from comparing a product perceived preformed in relation to his or her expectation.‖
This entire destination makes clear that, satisfaction is function of perceived performance
which exceed the customer more into highly satisfied or delighted. Many companies aim for
the satisfaction because customers who are just satisfied still find easy to switch when a
better one comes along. Those who are highly satisfied the result is high customer loyalty.
Their expectation influenced by their past buying experience, friends and associates
advise and market competition information and promises. Customer satisfaction is both a
goal and marketing tool.
The study is carried to understand the customer satisfaction of Yamaha Motors users.
Hence, the title of the study is ―customer satisfaction of with reference Yamaha motors
automobiles pvt.ltdAkluj‖
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IMPORTANCE
This study helps the researcher to understand various factors which is essential for
satisfying customer. This study also helpful to the researcher for understanding the practical
concept about customer satisfaction.
These surveys would indicate that in addition to the technical training and job skill
training provided to employees, some effort aimed at customer satisfaction and employee
attitude is appropriate. Remember these may not be the people normally thought as "Sales
People". For example Managers,Supervisors, Secretaries, Accounts Payable, Engineers,
Accountants, Designers, Machine Operators, Security, etc. if not helping to cultivate Loyal
Customers are hurting your customer retention. 68% of lost customers are due to one cause,
employee attitude.
In order to know how you are doing in this area there must be some measurement.
Data indicate that less than 4% of dissatisfied customers ever bother to lodge a complaint.
Most just take their business elsewhere. Test this on yourself. The next time you get less than
what you consider ideal at a store, business supplier, restaurant, movie theatre, hotel, or any
other business what do you do ? Cultivating the customer relationship is key in achieving the
desired business results. A passive system that depends upon your customers to inform you
without effort on your part is not likely to yield the information necessary to improve
customer retention.
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Solapur University, Solapur RMPIMS,Akluj
1) Tropical scope-
The tropical scope of the study is related to study on customer satisfaction towards
Yamaha motors.
2) Geographical scope-
3) Functional scope-
4) Analytical scope –
Limitations:
4) The duration of study was limited and hence elaborate and comprehensive project survey
was no undertaken.
5) The personal biases of the respondents might have entered into their response.
6) Because of a small period of time only small sample had to be considered which doesn‘t
actually reflect and accurate picture.
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A) Primary data:-
Primary data means the data which is freshly gathered for specific purpose.
Primary data is purely authentic, when primary data is wrong that time it is very dangerous
for the study. Researcher has collected primary data from respondents by using following
methods.
B) Direct observation.
C) Interviews.
2. Secondary Data:-
Secondary data is the data that already exists which has been collected by
some other person or organization. Secondary data has been taken through,
A) Internet
B) Prospects of company.
Sampling plan-
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CHAPTER NO 2
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―The Shree Yamaha Motors Pvt Ltd. Akluj‖ Is one of the company in the state level.
This is a very popular organization in state level.
‗Mr.R.Survanshi said that, if the youth of the district, started motorts development then he
takes the salary as compared to the ‗Engineers‘ , on spares dealership he takes salary as
compare to the one ‗zone‘ .Thus for youth it is not just a job but a business.
At the time of established, company‘s collection of the vehicle information. But after the
progress, customer awareness of vehicle performance of the market ,also customer
satisfaction increase on Yamaha motors.
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A Head office of the Shree Yamaha Motors Pvt. Ltd. Located at pratapsinh
chock, ground floor of indianoverwisebank .Showroom Having 40000 sqft of area. Ample
parking with a display of 5 vehicles. Having At a time 30 vehicle Maintenance facility at
workshop.Fire-fighting System 100% Power back-up Pollution-free Environment.Fully
automated Automobile equipment facility. The employee head count of Sangli head office is
nearby 165. The Main Directors of the company situates at akluj city.
Yamaha motors founder Mr.RajendraSurvavshi . Then Yamaha motors was converted into
private ltd. Company. Mr. RajendraSurvavshi is the director &chairman of the Yamaha
motorspvt.ltd. Mr. PratapGosavi is ‘motors board of directors. Mr.RajendraSurvavshi takes a
keen interest in growth of shree Yamaha motorspvt.ltd& business.
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―The Shree Yamaha Motors pvt Ltd. Akluj was established in 8th Aug 2014 under the
company‘s act 1956. The Owner of the company Mr. RajendraSurvanshi.―The SHREE
YAMAHA MOTORS was located at the (pratapsinh chock, ground floor of indianoverwise
bank ) Yamaha motorswas supplied the in vehicle all Over the India. ―The Shree Yamaha
Motors Pvt ltd was Purchased row material in other states of India &sales the Product‘s in
other State.
A Head office of the Yamaha Motors Pvt. Ltd. Located at Precious place.pratapsinh
chock, ground floor of indianoverwise bank Showroom Having 40000 sqft of area. Ample
parking with a display of 5 vehicles. Having At a time 30 vehicle Maintenance facility at
workshop.Fire-fighting System 100% Power back-up Pollution-free Environment.Fully
automated Automobile equipment facility. The employee head count of Sangli head office is
nearby 165. The Main Directors of the company situates at akluj city.
Shree Yamaha motors founder Mr. RajendraSurvanshi. Then Yamaha Motors was
converted into private ltd. Company. Mr. R. Survanshi the director &chairman of the Shree
Yamaha Motors pvt.ltd. Mr. PratapGosavi is ‘motors board of directors. Mr.
RajendraSurvanshi takes a keen interest in growth of Shree Yamaha Motorspvt.ltd&
business.
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Company profile:-
TURNOVER- 80 lakh
.
NO OF EMPLOYEE- 8
COMPETITOR:-
1) HERO& SONAJ CO MOTORS,
2) NASTHE HONDA MOTORS
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2.4DEPARTMENT STUCTURE
Administrative department
Account department
Human resources department
Marketing department
Security department
Purchases department
Quality control department
Civil department
Transportation department
Store department
Production department
Maintenance department.
Electrical department
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5) To availability of employment.
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Yamaha also has future plans of converting India into its export hub to
other markets in Asia and outside as well. “By 2018, our total production
capacity in India will reach 2.8 million units. At that point, India will play
an extremely important role among Yamaha group, not just in supplying
to the Indian market but also in exporting to other markets. We will
aggressively transfer technology to accelerate the two-wheeler industry,”
he said.
Within this market, the scooter category, which accounted for about 11%
of total demand at approximately 900,000 units in 2015, has grown
rapidly over the last five years to reach about 18% of total demand at
roughly 2.4 million units in 2017.
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1) Yamaha Aerox
ENGINE:
Engine Displacement 155.1 CC
Engine Type Liquid cooled, 4 stroke
Number Of Cylinders 1
Valves Per Cylinder 4
TRANSMISSION:
Transmission Type Auto
Number Of Speed Gears -
Final Drive (Rear Wheel)Direct
BRAKES:
Front Brake Type . mm Disc
Rear Brake Type . mm Drum
SUSPENSION:
Suspension Front Telescopic Fork
Suspension Rear Unit Swing
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2) Yamaha FZ25
ENGINE:
Engine Displacement 249 CC
Engine Type Oil cooled, 4 stroke
Number Of Cylinders 1
Valves Per Cylinder 2
Max Power 20.7 PS @8000 rpm
Max Torque 20.4 Nm @6000 rpm
Bore x Stroke N/A
Fuel Type Petrol
TRANSMISSION:
Transmission Type Manual
Number Of Speed Gears 5
Final Drive (Rear Wheel)Chain
DIMENSIONS:
Overall Length 2015 mm
Overall Width 770 mm
Overall Height 1075 mm
Wheelbase 1360 mm
Ground Clearance
Fuel Capacity 14 Litres
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3) Yamaha Saluto RX
ENGINE:
Engine Displacement 110 CC
Engine Type Air cooled, 4 stroke
Number Of Cylinders 1
Valves Per Cylinder 2
Max Power 7.5 PS @7000 rpm
Max Torque 8.5 Nm @4500 rpm
TRANSMISSION:
Transmission Type Manual
Number Of Speed Gears 4
Final Drive (Rear Wheel)Chain
BRAKES:
Front Brake Type 130 mm Drum
Rear Brake Type 130 mm Drum
SUSPENSION:
Suspension Front Telescopic forks
Suspension Rear Swingarm dual shock absorbers
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4) Yamaha Fazer 25
ENGINE:
TRANSMISSION:
Transmission Type Manual
Number Of Speed Gears 5
Final Drive (Rear Wheel)Chain
BRAKES:
Front Brake Type 282 mm Disc
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SUSPENSION:
Suspension Front Telescopic Fork
Suspension Rear AdjsutableMonoshock
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CHAPTER NO 3
THEOROTICAL BACKGROUND
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BASIC CONCEPTS
CUSTOMER:
A customer is the most important person in any business. A customer is not dependent
upon us. We are dependent upon him. A customer is not an interruption of our work. He is
the sole purpose of it. A customer does us a favor when he comes in. We aren't doing him a
favor by waiting on him.
business:
Moved 3%
Other-Friendships 5%
Competition 9%
Dissatisfaction 14%
Employee-Attitude 68%
These surveys would indicate that in addition to the technical training and job skill training
provided to employees, some effort aimed at customer satisfaction and employee attitude is
appropriate. Remember these may not be the people normally thought as "Sales People".
For example Managers, Supervisors, Secretaries, Accounts Payable, Engineers, Accountants,
Designeres Machine Operators ,Security, etc .if not helping to cultivate Loyal Customers are
hurting your customer retention. 68% of lost customers are due to one cause, employee
attitude.
In order to know how you are doing in this area there must be some measurement.
Data indicate that less than 4% of dissatisfied customers ever bother to lodge a complaint.
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Most just take their business elsewhere. Test this on yourself. The next time you get less than
what you consider ideal at a store, business supplier, restaurant, movie theatre, hotel, or any
other business what do you do ?Cultivating the customer relationship is key in achieving the
desired business results. A passive system that depends upon your customers to inform you
without effort on your part is not likely to yield the information necessary to improve
customer retention.
Dissatisfied customers are an interesting group. For every one that complains there are at
least 25 who do not. Dissatisfied customers by word of mouth will tell eight to sixteen others
about their dissatisfaction. With the web some are now telling thousands. 91% of dissatisfied
customers never purchase goods or services from the company again. A prompt effort to
resolve a dissatisfied customer's issue will result in about 85% of them as repeat customers
Depending upon the business, new customer sales may cost 4 to 100 times that of a sale to an
existing customer. There has been less research on satisfied customers to determine what it
takes for a satisfied customer to change. Why take a chance on mere satisfaction? Loyal
customers don't leave even for an attractive offer elsewhere. At the very minimum they will
give you the opportunity to motors beat the other offer. Maintaining loyal customers is an in
tegral part of any business .One of the ways to help obtain loyal customers is by having
products and services that are sogood that there is very little chance that the customer
requirements will not be met Of course one of the difficulties is understanding the true
customer requirements. Even when you have the requirements in advance the customer can
and will change them without notice or excuse. Having a good recovery process for a
dissatisfied customer is a necessary
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Customer satisfaction:-
Introduction
Both public and private sectors have given much attention to the concept of customer
satisfaction in the past couple of decades. Naturally, administrators have requested their staff
to do customers satisfaction studies for their own organizations.
To assume some model of the subject matter. The analyst must use very explicit
conceptualizations of the subject matter (in other words, models) if she/he expects to do
research
Customer satisfaction measures how well a company's products or services meet or exceed
customer expectations. These expectations often reflect many aspects of the company's
business activities including the actual product, service, company, and how the company
operates in the global environment. Customer satisfaction measures are an overall
psychological evaluation that is based on the customer's lifetime of product and service
experience. "
CUSTOMER-SATISFACTION:-
There exists an interaction between the desired results and customer satisfaction,
customer loyalty and customer retention. They may go by other names such
as patients, clients, buyers, etc. Without the customer it is impossible for any business
to sustain itself. Achieving the desired results is frequently a result of customer
actions. Anybusiness without a focus oncustomer satisfaction is at the mercy of the
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market. Without loyal customers eventually a competitor will satisfy those desires
and your customer retention rate will decrease.
Customer focused:-
Studies carried out by companies like Argos and Cadburys have found very high levels of
customer satisfaction. It is notsurprising because these companies emphasis market research
and marketing as the tools to find out what customerswant. Knowing what your customer
wants then makes it possible to tailor everything you do to pleasing the customerse.g.
providing the goods that customers want, in the packaging that they want, in retail outlets
which are convenient touse and well placed.
There are many factors which lead to high levels of customer satisfaction
including:-
Products and services which are customer focused and thence provide high levels of value for
money.
After sales service - following up the original purchase with after sales support such as
maintenance and updating (for example in the updating of computer packages).
What is clear about customer satisfaction is that customers are most likely to appreciate the
goods and services that they buy if they are made to feel special. This occurs when they feel
that the goods and services that they buy have been specially produced for them or for people
like them. This relates to a wide range of products such as razors that are designed for ease of
use and good quality finish, petrol products that are environmentally friendly and customized
to meet the needs of particular types of engines, etc.
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Though we have titled this article as a theory but in practice it is more practical that a Sales
Person must adopt to close a deal. This also highlights that the product in question to be sold
must have a utility creating a need for the potential customer or prospect to buy the same. We
have therefore titled the article as Need Satisfaction Theory.
The need satisfaction theory is based on the interactive approach. The selling process is seen
as one that involves mutual satisfaction, i.e. both the buyer and the seller gets satisfied. This
theory is based on a win-win situation both for Sales Person and the Prospect or Customer.
The theory states that the salesperson should explore and identify the prospects needs and
expectations before he or she presents the product to the prospect and closes the deal. Here
the salesperson should actively listen to the buyer‘s objections and then answer them keeping
the customer needs in mind. It is believed that unless the sales people know their prospects
needs and have in depth Product knowledge they can never sell, create and retain a satisfied
customer.
1. Need Development.
2. Need Identification.
3. Need Satisfaction
Effective marketing focuses on two activities: retaining existing customers and adding new
customers. Customer satisfaction measures are critical to any product or service company
because customer satisfaction is a strong predictor of customer retention, customer loyalty
and product repurchase.
Satisfaction will also depend on product and service quality. What exactly is quality? Various
experts have defined it as a fitness for uses? Conformance to requirements, a freedom from
variation and so on. We will use the American Society for Quality Controls definition:
Quality is the totality of features and characteristics of a product or service that bear on its
ability to satisfy stated or implied needs.
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This is clearly a customer centered definition. We can say that the seller has delivered quality
whenever the seller‘s product or service meets or exceeds the customer‘s expectations. A
company that satisfies most of its customers‘ needs most of the time is called a quality
company, but it is important to distinguish between conformance quality and performance
quality Total quality is the key to value creation and customer satisfaction.
Measures of Satisfaction:
Measuring satisfaction and building a satisfaction survey requires at least a basic knowledge
of the satisfaction measurement literature, combined with your own customer satisfaction
experiences. This brief tutorial provides such an introduction to the theoretical and
methodological underpinnings of satisfaction research.
Customer satisfaction is the most common of all marketing surveys and is part of the "big
three" research studies in marketing that include market segmentation and concept testing.
Satisfaction measures involve three psychological elements for evaluation of the product or
service experience: cognitive (thinking/evaluation), affective (emotional-feeling/like-dislike)
and behavioral (current/future actions).
Satisfaction Measurements
Overall Satisfaction
Likelihood of repurchasing
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A consumer's attitude (liking/disliking) towards a product can result from any product
information or experience whether perceived or real. Again, it is meaningful to measure
attitudes towards a product or service that a consumer has never used, but not satisfaction.
A cognitive element is defined as an appraisal or conclusion that the product was useful (or
not useful), fit the situation (or did not fit), exceeded the requirements of the
problem/situation (or did not exceed). Cognitive responses are specific to the situation for
which the product was purchased and specific to the consumer's intended use of the product,
regardless if that use is correct or incorrect.
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Perceived quality is often measured through three measures: overall quality, perceived
reliability, and the extent to which a product or service meets the customer's needs. Customer
perceptions of quality are the single greatest predictor of customer satisfaction.
Perceived value may conceptually refer to the overall price divided by quality or the overall
quality divided by price. Perceived value is measured in many ways including overall
evaluation of value, expectations of price that would be paid, and more rigorous
methodologies including the Van Westendorp pricing analysis, and conjoint analysis (other
Qualtrics white papers and tutorials are available on these topics).
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Customer satisfaction is largely a reflection of the expectations and experiences that the
customer has with a product or service. However expectations also reflect that influences the
evaluation of the product or service. When we make major purchases, we research the
product or service and gain information from the advertising, salespersons, and word-of-
mouth from friends and associates. This information influences our expectations and ability
to evaluate quality, value, and the ability of the product or service to meet our needs.
Expectations Measures
Customer performance expectations for attributes, features and benefits of products and
services may be identified as both explicit and implicit expectation questions.
Explicit expectations are mental targets for product performance, such as well identified
performance standards. For example, if expectations for a color printer were for 11 pages per
minute and high quality color printing, but the product actually delivered 3 pages per minute
and good quality color printing, then the cognitive evaluation comparing product
performance and expectations would be 11 PPM — 3 PPM + High — Good, with each item
weighted by their associated importance.
Implicit expectations represent the norms of performance that reflect accepted standards
established by business in general, other companies, industries, and even cultures.
Static performance expectations address how performance and quality for a specific
application are defined. Each system's performance measures are unique, though general
expectations relate to quality of outcome and may include those researched by Berry, or
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others such as: accessibility, customization, dependability, timeliness, and accuracy, tangible
cues which augment the application, options, cutting edge technology, flexibility, and user
friendly interfaces. Static performance expectations are the visible part of the iceberg; they
are the performance we see and — often erroneously — assume are all that exist.
Dynamic performance expectations are about how the product or service evolves over time
and includes the changes in support and product or service enhancement needed to meet
future business or use environments. Dynamic performance expectations may help to "static"
performance expectations as new uses, integrations, or system requirements develop.
Technological expectations focus on the evolving state of the product category. For example,
mobile phones are continually evolving. Mobile service providers, in an effort to deal with
the desire to switch to new technology phones, market rate plans with high cancellation
penalties. The availability of low profile phones with email, camera, MP3, email, and blue
tooth technology changes technology expectations as well as the static and dynamic
performance expectations of the product. These highly involving products enhance
perceptions of status, ego, self-image, and can even invoke fear when the product is not
available.
Interpersonal expectations involve the relationship between the customer and the product or
service provider. Person to person relationships are increasingly important, especially where
products require support for proper use and functioning. Expectations for interpersonal
support include technical knowledge and ability to solve the problem, ability to communicate,
time to problem resolution, courtesy, patience, enthusiasm, helpfulness, understood my
situation and problem, communication skills, and customer perceptions regarding
professionalism of conduct, often including image, appearance.
For each of these types of expectations that when fulfilled result in customer satisfaction (or
when not delivered, result in dissatisfaction and complaining behavior), the perceived quality
and value are critical and directly influence intention to repurchase and loyalty.
The consumer behavior literature shows that price is a primary indicator of quality when
other attributes and benefits are relatively unknown. However when repeat purchases are
made in some product categories, price may be reduced in importance.
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Expectations are beliefs (likelihood or probability) that a product or service (with certain
attributes, features or characteristics) will produce certain outcomes (benefits-values). These
expectations are based on previous affective, cognitive and behavioral experiences.
Expectations are seen as related to satisfaction and can be measured in the following ways:
4. Expected Value from Use: Satisfaction is often determined by the frequency of use. If a
product/service is not used as often as expected, the result may not be as satisfying as
anticipated. For example a Harley Davidson motorcycle that sits in the garage, an unused
year subscription to the local fitness center/gym or a little used season pass to the local ski
resort or amusement park may produce more dissatisfaction with the decision to purchase
than with the actual product/service.
Behavioral Intention
Behavioral intention is measured using a question such as "Indicate the likelihood of you
buying sometime during the next year" with a five or seven-point Likert or semantic
differential scale labeled "definitely will purchase" and "definitely will not purchase" at the
endpoints.
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Satisfaction
Overall satisfaction or dissatisfaction with an object is often measured using a five-point
satisfaction scale. As an example, "Overall, how satisfied are you with Sparkle toothpaste?"
could be measured with a "Very Satisfied, Somewhat Satisfied, Neither Satisfied Nor
Dissatisfied, Somewhat Dissatisfied, Very Dissatisfied" scale. More examples are provided
below.
Attitude
bi - the probability that attribute i is associated with performing behavior B. The concept
"Crest toothpaste prevents decay" could be rated on a seven point scale with endpoints
labeled "Very Likely" and "Very Unlikely".
In building a customer satisfaction survey, it is also helpful to consider reasons why pre-
purchase expectations or post-purchase satisfaction may or may not be fulfilled or even
measurable.
3. Expectation and product performance evaluations may be sensory and not cognitive,
as in taste, style or image;
4. The product use may attract so little attention as to produce no conscious affect or
cognition (evaluation), and result in meaningless satisfaction or dissatisfaction measures;
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7. The product purchaser, influencer and user may have been different individuals, each
having different expectations.
The best timing for measuring customer satisfaction and building customer satisfaction
surveys depends on the kind of product or service provided, the kinds of customers served,
how many customers are served, the longevity and frequency of customer/supplier
interactions, and what you intend to do with the results.
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of overall satisfaction, satisfaction with individual product and service attributes, and
satisfaction with the benefits of purchase. Satisfaction measurement is like peeling away
layers of an onion-each layer reveals yet another deeper layer, closer to the core.
All three methods of conducting satisfaction surveys are helpful methods to obtain customer
feedback for assessing overall accomplishments, degree of success, and areas for
improvement.
6. General Measures that are part of a customer satisfaction analysis usually involve
product fulfillment and will often include product use scenarios where and how is the product
use.
This is the most daunting and downright scary part of interacting with a customer. If you're
not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured,
though, it does get easier over time. It's important to meet your customers face to face at least
once or even twice during the course of a project.
My experience has shown that a client finds it easier to relate to and work with someone
they've actually met in person, rather than a voice on the phone or someone typing into an
email or messenger program. When you do meet them, be calm, confident and above all, take
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time to ask them what they need. I believe that if a potential client spends over half the
meeting doing the talking, you're well on your way to a sale.
This goes without saying really. We all know how annoying it is to wait days for a response
to an email or phone call. It might not always be practical to deal with all customers' queries
within the space of a few hours, but at least email or call them back and let them know you've
received their message and you'll contact them about it as soon as possible. Even if you're not
able to solve a problem right away, let the customer know you're working on it.
A good example of this is my Web host. They've had some trouble with server hardware
which has caused a fair bit of downtime lately. At every step along the way I was emailed
and told exactly what was going on, why things were going wrong, and how long it would be
before they were working again. They also apologized repeatedly, which was nice. Now if
they server had just gone down with no explanation I think I'd have been pretty annoyed and
may have moved my business elsewhere. But because they took time to keep me informed, it
didn't seem so bad, and I at least knew they were doing something about the problems. That
to me is a prime example of customer service.
A fellow Site Pointer once told me that you can hear a smile through the phone. This is very
true. It's very important to be friendly, courteous and to make your clients feel like you're
their friend and you're there to help them out. There will be times when you want to beat your
clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you
keep a clear head, respond to your clients' wishes as best you can, and at all times remain
polite and courteous.
This may not be too important when you're just starting out, but a clearly defined customer
service policy is going to save you a lot of time and effort in the long run. If a customer has a
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problem, what should they do? If the first option doesn't work, then what? Should they
contact different people for billing and technical enquiries? If they're not satisfied with any
aspect of your customer service, who should they tell?
There's nothing more annoying for a client than being passed from person to person, or not
knowing who to turn to. Making sure they know exactly what to do at each stage of their
enquiry should be of utmost importance. So make sure your customer service policy is
present on your site -- and anywhere else it may be useful.
Have you ever received a Happy Birthday email or card from a company you were a client
of? Have you ever had a personalized sign-up confirmation email for a service that you could
tell was typed from scratch? These little niceties can be time consuming and aren't always
cost effective, but remember to do them.
Even if it's as small as sending a Happy Holidays email to all your customers, it's something.
It shows you care; it shows there are real people on the other end of that screen or telephone;
and most importantly, it makes the customer feel welcomed, wanted and valued.
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.
Take this as an example: you're working on the front-end for your client's exciting new
ecommerce Endeavour. You have all the images, originals and files backed up on your
desktop computer and the site is going really well. During a meeting with your client he/she
happens to mention a hard-copy brochure their internal marketing people are developing. As
if by magic, a couple of weeks later a CD-ROM arrives on their doorstep complete with high
resolution versions of all the images you've used on the site. A note accompanies it which
reads:
"Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you
with large-scale copies of the graphics I've used on the site. Hopefully you'll be able to make
use of some in your brochure."
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Your client is heartily impressed, and remarks to his colleagues and friends how very helpful
and considerate his Web designers are. Meanwhile, in your office, you lay back in your chair
drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will
send several referrals your way.
It's possible this is the most important point in this article. The simple message: when you
promise something, deliver. The most common example here is project delivery dates.
Clients don't like to be disappointed. Sometimes, something may not get done, or you might
miss a deadline through no fault of your own. Projects can be late, technology can fail and
sub-contractors don't always deliver on time. In this case a quick apology and assurance it'll
be ready ASAP wouldn't go amiss.
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Solapur University, Solapur RMPIMS,Akluj
Chapter no 4
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Solapur University, Solapur RMPIMS,Akluj
Performance
60%
50%
40%
30%
50% Performance
20%
30%
10%
15%
5%
0%
VERY GOOD GOOD AVERAGE BAD
From the above table, it is understood that 50% people said that performance of
Mahindra Scorpio is very good. Where as only 5% people said that performance of Yamaha
motors is bad.
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Solapur University, Solapur RMPIMS,Akluj
MAINTENANCE
90%
80%
70%
60%
50%
40% 84%
30%
20%
8% 8%
10%
0%
COSTLY AVR LESS COSTLY
From the above table, it is understood that 84% people feel that maintenance of Yamaha
motors is less costly. Where as 8% people feel that maintenance of yamaha is costly.
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Solapur University, Solapur RMPIMS,Akluj
Mileage
60%
50%
40%
30%
56% Mileage
20%
24%
10% 20%
0%
VERY GOOD GOOD AVERAGE
From the above table, it is understood that 56% people‘s opinion about mileage of
Yamaha very good.
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Solapur University, Solapur RMPIMS,Akluj
Fig.No.4.4
ENGINE QUALITY
70%
60%
50%
40%
20%
30%
10%
10%
0%
VERY GOOD GOOD AVERAGE
From the above table, it is understood that 60% people‘s opinion is that engine quality of
Yamaha motors very good.
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Solapur University, Solapur RMPIMS,Akluj
GOOD 25 25%
AVERAGE 10 10%
POOR 10 10%
50%
40%
30%
55% Performance
20%
25%
10%
10% 10%
0%
VERY GOOD GOOD AVERAGE POOR
From the above table, it is understood that 65% people said that load carrying capacity of
Yamaha is very good. Whereas 10% people said that load carrying capacity .of Yamaha is
poor.
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Solapur University, Solapur RMPIMS,Akluj
From the above table, it is understood that 40% people said that after sales service of
Yamaha is good. Whereas 5% people said that after sales service of Yamaha is poor.
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Solapur University, Solapur RMPIMS,Akluj
COSTLY 25 25%
AFFORDABLE 65 65%
From the above table, it is understood that 65% people said that price of Yamaha is
affordable. Whereas 10% people said that price oYamaha less costly.
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Solapur University, Solapur RMPIMS,Akluj
35%
30%
25%
20%
15% 30%
10% 20% 20%
15%
5% 10%
5%
0%
From the above table, it is understood that 30% people said that factors influencing
customer satisfaction of Yamaha motors is quality. Where as few 5% people said that factors
influencing satisfaction of Yamaha motors is maintenance.
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Solapur University, Solapur RMPIMS,Akluj
From the above table, it is understood that 40% people said that complaint handling
system of Yamaha motors is satisfied as well as partially satisfied. Hence ,we can find the
respondent are satisfied with the complaint handling system of company.
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Solapur University, Solapur RMPIMS,Akluj
Provided 55 55%
Guaranty&warranty provided
60%
50%
40%
30%
55%
20%
27%
10% 18%
0%
provided partially not pro
From the above table, it is understood that 55% people said that guarantee & warrantee
facilities of Yamaha Motors is provided. Whereas 18% people said that guarantee &
warrantee facilities of Yamaha motors not provided to them.
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Solapur University, Solapur RMPIMS,Akluj
From the above table, it is understood that 40% people are satisfied with the down
payment facilities of Yamaha motors. Whereas 10% people said that down payment facilities
of Yamaha motors is less satisfactory to them.
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Solapur University, Solapur RMPIMS,Akluj
Insurance facility
45%
40%
35%
30%
25%
20% 40% Insurance facility
15% 30%
10% 20%
5% 10%
0%
HIGHLY SATIFIED SATISFIED AVERAGE LESS SATISFIED
From the above table, it is understood that 40% people are satisfied insurance
facilities Yamaha motors .Where as 10 % people said that insurance facilities of Yamaha
motors is less satisfied according to them.
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Solapur University, Solapur RMPIMS,Akluj
COMPITITION
From the above table, it is understood that 40% people are satisfied Honda ;& 35 %
people satisfied hero motors . Whereas 25 % people said that of Yamaha motors is less
satisfied according to them.
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Solapur University, Solapur RMPIMS,Akluj
Sales
45%
40%
35%
30%
25%
20% 40%
15%
25%
10%
5% 10% 15% 10%
0%
Suzuki Honda Yamaha Hero Bajaj
From the above table, it is understood that 40% people are satisfied with the sales of
Honda motors. Where as 25% people said that sales of Yamaha motors is less satisfactory to
them.
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Solapur University, Solapur RMPIMS,Akluj
CHAPTER NO.5
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Solapur University, Solapur RMPIMS,Akluj
FINDINGS:-
2. Maintenance of Yamaha is good because 84% respondent says that maintains of Yamaha is
less costly.
4. Engine quality of Yamaha is very good because 60% respondent says that Engine quality of
Yamaha is very good.
8. Factors influencing the customer satisfaction of Yamaha motors are quality as well as after
sales service are also considered.
10. Guarantee and warrantee facilities of Yamahas motors is provided, hence it is satisfactory.
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Solapur University, Solapur RMPIMS,Akluj
CHAPTER NO 6
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Solapur University, Solapur RMPIMS,Akluj
Suggestion:-
1. Company should concentrate on guaranty and warranty given to the customer.
2. Company should carry customer loyalty program to attract more customers
towards them.
Conclusion:-
Yamaha motors are one of the leading dealers in solapur, Pune district. They also
maintain good customer relationship. Researcher from study concludes that all over
performance of Mahindra Scorpio is good .There maintenance, engine quality; load
carrying capacity is good as well as satisfactory.
Yamaha motors provide after sales service, down payment facility, insurance facility to
customer . has good future in expansion of business in private sector.
The study suggest that =Yamaha motors for improving more customer attraction ,Company
should concentrate on the guarantee and warranty given to the customer as well as carry
customer loyalty program time to time .
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Solapur University, Solapur RMPIMS,Akluj
CHAPTER NO 7
BIBLIOGRAPHY
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Solapur University, Solapur RMPIMS,Akluj
Books:-
Websites:-
1. WWW.GOOGLE.COM
2. Www.yamahamotors.com
3. www.bikestat.com
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CHAPTER NO.8
QUESTIONNAIRE
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Solapur University, Solapur RMPIMS,Akluj
Questionnaire:-
Questionnaires consist of set of questions presented to respondent for there answer. Because
of its flexibility the questionnaire is by far the most common instrument used to collect
primary data.
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Solapur University, Solapur RMPIMS,Akluj
10) How do you feel the complaint handling system of Yamaha motors?
a) satisfactory
b) partially satisfactory
c)Dis-satisfactory.
11) What is your opinion about guarantee and warranty of Yamaha motors?
a) provided
b) partially provided
c)not provided
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