ACKNOWLEDGEMENT I take ake this his oppor pporttunit unity y to pla lac ce on rec receive ived my grateful thanks and sincere gratitude to all faculty memb member ers s who who have have gave gave me valu valuabl able e advi advice ce and and input for my studies. I am also thankful to my Class Counselor Prof. Sumedha Sharma for the completion of my project work on study on CUSTOMER PERCEPTION ABOUT AMUL ICE-CREAM. Last but not the least, I would like to express my thanks to my family who inspired me to put in my best efforts for the project report.
Date!""""
Submitted By:
#ahul $adwani %&'()**+'(-
A P!O"ECT !EPO!T ON
A STUDY STUDY OF CUSTOMER RELATIONSHIP RELATIONSHIP MANAGEMENT
S#BM$TTED B%
&$K!AM S#K'WAN$ &'()**+')
#NDE! T'E G#$DANCE
Mr(. S#MED'A S'A!MA S#BM$TTED TO
"AG!AN LAKEC$T% #N$&E!S$T% I/ 012 3+#0I+L 45L4ILL62/0 74 012 #285I#262/0 47# 012 +9+#D 74 012 D2:#22 74 *+C12L7# 74 *5;I/2;; +D6I/I;0#+0I7/ %**+-.
T'!O#G' SC'OOL O) MANAGEMENT* "AG!AN LAKEC$T% #N$&E!S$T%* B'OPAL
A P!O"ECT !EPO!T ON
A STUDY STUDY OF CUSTOMER RELATIONSHIP RELATIONSHIP MANAGEMENT
S#BM$TTED B%
&$K!AM S#K'WAN$ &'()**+')
#NDE! T'E G#$DANCE
Mr(. S#MED'A S'A!MA S#BM$TTED TO
"AG!AN LAKEC$T% #N$&E!S$T% I/ 012 3+#0I+L 45L4ILL62/0 74 012 #285I#262/0 47# 012 +9+#D 74 012 D2:#22 74 *+C12L7# 74 *5;I/2;; +D6I/I;0#+0I7/ %**+-.
T'!O#G' SC'OOL O) MANAGEMENT* "AG!AN LAKEC$T% #N$&E!S$T%* B'OPAL
PREFACE
This Project Report has been prepared prepared in partial partial fulfillment of the requirement of the programme B.B.A in the academic academic year 201! 1". #or prepari preparing ng the project project Report$ Report$ % ha&e ha&e &isited &isited the 'urana 'urana (onda company during the suggested duration for the period of )0 days$ to a&ail the necessary information. The blend of learning and *no+le *no+ledge dge acqui acquired red during during my practi practica call studie studiess at the 'urana 'urana (onda company company is presented presented in this project Report. Report.
The The rati ration onal alee behi behind nd &isi &isiti ting ng the the 'ura 'urana na (ond (ondaa comp compan any y and and preparing the Project Report is to study of analysing the consumer buying beha&ior ,+ith special reference to bi*es customers in Bhopal -
DECLARATION
%$ inesh Te*+ani$ student of BBA " th 'emester$ from The /agran a*ecity ni&ersity$ Bhopal ,.P-.
%$ hereby declare that the Research 3or* entitled 4 Consumer buying behaviour with specia re!erence to bi"es customers in #hopa $ is an original piece of research +or* carried out by me
under the guidance and super&ision of %rs& 'ume(ha 'harma.
The information has been collected from genuine 5 authentic sources. % ha&e put in all my efforts to ma*e this project successful and % +ould feel &ery much grateful for ha&ing such projects in future also. % also declare that this Research Report has not been submitted to any other uni&ersity6%nstitute for the a+ard of any degree or any professional diploma. The +or* has been submitted in partial fulfillment of Bachelor of Business Administration ,BBAPlace 7 Bhopal Dinesh Te"wani BBA "th 'emester /agran a*ecity ni&ersity Bhopal
CERTIFICATE
This is to certify that the Project 3or* Title )* Consumer buying behaviour with specia re!erence to bi"es customers in #hopa 84 is bonafide +or* of 9Dinesh Te"wani8$ 9+,-.##A,+/8
underta*en for the partial fulfillment of #acheor O! #usiness A(ministration 0##A- Degree o! #ar"atuah 1niversity under
my guidance. This project +or* is original and has not been submitted earlier for the a+ard of any degree 6diploma or associate ship of any other ni&ersity6%nstitution.
'ignature of the :uide ;ame 5 designation
CONTENT'
Chapter2-
1. Rationale of the project ,+hy project 2. amaha$ BajajChapter 2. ata analysis 1. ata presentation and interpretation Chapter 24 1. ajor findings 2. ?onclusion 5suggestions Bibliography • References • 3ebsites • Anne@ure •
?(APTR !1 RATIONALE OF T5E PRO6ECT
'elling of any product$ there is needed to build relationship +ith customer. #or building a relationship there is need for *no+ing the customer beha&ior and ho+ +ill be they be satisfied This project is underta*en to *no+ the customer beha&ior 5 satisfaction le&el for otorcycle in Bhopal ,Also through this project get a+areness that +hich factors affect on the selling of bi*e mainly in the rural area. Because the area +here project +as undergoing$ it is urban area and most population income depends on business acti&ities or its products. There +ere some limitations +hile doing the project. The data +as collected by personal inter&ie+s of the respondents. %t +as &ery challenging to fill up the questionnaire as most of the population +as so busy. As it +as the urban
area +e +ere
supposed to e@plain each and e&ery question of the questionnaire. Also many of them did not sho+ any interest in filling questionnaires.
This study +ill help (onda to *no+ the most popular +ay by +hich they are pro&iding ser&ices and quality to the customers and to *no+ &arious customers Perceptions. #rom the study$ +e found
that$ the customers +ere highly satisfied +ith the products and ser&ice of (onda$ but there +ere some complaints regarding after sales ser&ice and staff of
(onda. %t +as found that (onda
otorcycle is ha&ing a good brand image in the mar*et. ost of the respondents considered (onda sho+room is one of the best places to purchase of otorcycle. The present is the era of customers. ?ustomers are more *no+ledgeable than e&er before and because the customer is more *no+ledgeable$ companies must be faster$ more agile and more creati&e than fe+ years ago. 'o companies should stri&e to enhance customer satisfaction through *no+ing their e@pectations regarding products.
(onda should
impro&e on their after sales support$ and ha&e *no+ledgeable support staff. Also (ero (onda should increase the range of its targeted mar*et.
O#6ECTI7E' OF T5E 'T1D8
PRI%AR8 O#6ECTI7E' C
1. To *no+ the buying beha&iour of customers +hile purchasing bi*es . 2. To *no+ the mar*et position of bi*e brands in the mar*et .
'O1RCE' OF DATA
The sources of data collection methods are as follo+s.
PRI%AR8 DATA 3 Through 9uesstionnare metho(
C!The primary data is that +hich details +e collect first timefrom the mar*et and also used first time in the research. 3e also say that the information is first time in the research decision. To collect the primary data questionnaire is prepared structure non!disguise questionnaire is prepared .
LI%ITATION' OF T5E 'T1D8
1 . 3hen the buyer are busy +e cant get the accurate data from them . 2. % ha&e only co&ered the Bhopal customers because of less time . ). uring sur&ey many of the respondents +ere not ready to fill questtionnare
%ET5ODOLOD8
'O1RCE' OF DATA
The sources of data collection methods are as follo+s. a- Primary (ata23 C!The primary data is that +hich details +e collect first time from the mar*et and also used first time in the research. 3e also say that the information is first time in the research decision. To collect the primary data questionnaire is prepared structure non!disguise questionnaire is prepared. :uestionnaire
A 9uestionnaire is a research instrument consisting of a series of questions and other prompts for the purpose of gathering information from respondents. Although they are often designed for statistical analysis of the responses
b; samping metho( 23
The sampling method +hich +as used
+as random sampling method
'amping is concerned +ith the selection of a subset of indi&iduals
from +ithin a statistical population to estimate characteristics of the +hole population. Acceptance sampling is used to determine if a production lot of material meets the go&erning specifications. T+o ad&antages of sampling are that the cost is lo+er and data collection is faster than measuring the entire population.
C; sampe si
'ample si=e +as ta*en as )0 +hich consists of fifteen students and 1 professionals
D; Toos use( !or anaysis an( interpretation 32
%ean 3
The mean is the arithmetic a&erage of a set of &alues$ or distributionD ho+e&er$ for s*e+ed distributions$ the mean is not necessarily the same as the middle &alue ,median-$ or the most li*ely ,mode-
Percentage 32
The percentage is used +hile ma*ing graphs .
=raphs
:raphical representation is also being done in order to understand the buying beha&iour of consumers .
e; geographica area covere( 32
The geographical area co&ered +hile doing the research project +as Bhopal +hich includes Eoh e #i=a 'urana (onda B:' (onda Berasia road
LI%ITATION' OF T5E 'T1D8
1 . 3hen the buyer are busy +e cant accurate data from customers 2. % ha&e only co&ered the Bhopal customers because of less time . ). uring sur&ey many of the respondents +ere not ready to fill questtionnare
?(APTR!%% CON'1%ER #18IN= #E5A7IO1R
The main aim of mar*eting is meet and satisfy target customers need and +ants. Buying beha&iour refers to the peoples or organi=ation conduct acti&ities and together +ith the impact of &arious influence on them to+ards ma*ing decision on purchase of product and ser&ice in a mar*et. The field of consumer buying beha&iour studies ho+ indi&iduals roups and organi=ation select ideas or e@perience to satisfy their needs and desires understanding consumer beha&iour and *no+ing customer are ne&er simple . the +ealth of products and ser&ice produced in a country ma*e oru economy strong . The beha&iour of human being during the purchase is being termed as buyer beha&iour . ?ustomer says one thing but do another . They may not be % touch +ith their deeper moti&ations . They are responding to influences that change their mind at the last minute . A buyer ma*es ta*e a decision +hether sa&e or spend the money .
DEFINITION OF #18IN= #E5A7IO1R
Buying beh&iour is all psychological social an physical beha&iours of potential as they become a+are of potential customers as they become a+are of e&aluate $purchase$ consume and tell others about the product and ser&ice .
?onsumer Buying ecision Process There are follo+ing fi&e stages in consumer buying decision process.
-& Probem i(enti!ication32
The buying process starts +hen the buyer recogni=es a problem or need. The need can be triggered by internal or e@ternal stimuli.ar*eters need to identify the circumstances that trigger a particular need. By gathering information from a number of consu mers$ ar*eters can identify the most frequent stimuli that spar* an interest in a product category. They can then de&elop mar*eting strategies that trigger consumer interest. +& In!ormation 'earch32
The consumer tries to collect information regarding &arious produc ts6ser&ice. Through gathering information$ the consumer learns about completing brands and their features. %nformation may be
collected
form
maga=ines$
catalogues$
retailers$
friends$
familymembers$ business association$ commercial$ chamber of co mmerce$ telephone directory$ trade fair etc. ar*eters should findout the source of information and their relati&e degree of impor tance to the consumes. Persona 'ources3
#amily$ friends$ neighbor$ as quittances. Commercia 'ource3
Ad&ertising$ sales persons$ dealers$ pac*aging$ displays.
Pubic sources ass media$ consumer$ rating organi=ations. E>perimenta sources (andling. @amine$ using the product.
8A%A5A 3
8amaha %otor Company Limite( $ is a /apanese motori=ed
&ehicle!producing company. >amaha otor is part of >amaha ?orporation and its headquarter is located in %+ata$ 'hi=uo*a. Along +ith e@panding >amaha ?orporation into the +orldFs biggest piano ma*er$ then >amaha ?< :enichi Ea+a*ami too* >amaha into the field of motori=ed &ehicles on /uly 1$ 1G. The companyFs intensi&e research into metal alloys for use in acoustic pianos had gi&en >amaha +ide *no+ledge of the ma*ing of light+eight$ yet sturdy and reliable metal constructions. This *no+ledge +as easily applied to the ma*ing of metal frames and motor
parts
for
motorcycles.
>amaha
otor
produces motorcycles$ all!terrain &ehicles$ boats$ marine engines including outboards$ automobile engines$ personal +atercraft and sno+mobiles.
The >amaha corporate logo is composed of three tuning for*s placed on top of each other in a triangular pattern.
%n 2000$ Toyota and >amaha ?orporation made a capital alliance in +hich Toyota paid >amaha ?orporation H10. billion for a per
cent share in >amaha otor ?ompany$ +hile >amaha and >amaha otor each bought 00$000 shares of Toyota stoc* in return. >amaha otor ?ompany +as founded by Tora*usu >amaha ,in /apanese
Yamaha Torakusu-D Yamaha means
Imountain leafI.
5ERO3 5ero %otocorp Lt(&$ formerly 5ero 5on(a$ is an %ndian
motorcycle and scooter manufacturer based in ;e+ elhi$ %ndia. (ero (onda started in 1GJK as a joint &enture bet+een (ero ?ycles of %ndia and (onda of /apan.9K8 The company is the largest t+o +heeler manufacturer in %ndia. 98 The 200" #orbes 200 ost Respected companies list has (ero (onda otors ran*ed at L10J.
%n 2010$ +hen (onda decided to mo&e out of the joint &enture$ 9M8
(ero :roup bought the shares held by (onda.9J8 'ubsequently$ in
August 2011 the company +as renamed (ero oto?orp +ith a ne+ corporate identity.9G8
#A6A6 3
#a?a? Auto Limite( is an %ndian auothori=ed &ehicle!producing
company. Bajaj Auto is a part of Bajaj :roup. %t +as founded by /amnalal
Bajaj at Rajasthan in
in Pune$ umbai$
+ith
plants
the
1G)0s.
%t
is
in?ha*an ,Pune-$
based 3aluj
,near Aurangabad- and Pantnagar in ttara*hand. The oldest plant at A*urdi ,Pune- no+ houses the R5 centre Ahead. Bajaj Auto ma*es and e@ports automobiles$ scooters$ motorcycles and auto ric*sha+s. Bajaj Auto is the +orldNs third!largest manufacturer of motorcycles and the second!largest in %ndia. The #orbes :lobal 2000 list for the year 200 ran*ed Bajaj Auto at 1$GK".9)8 %t features at 1")G in #orbes 2011 list. The company has changed its image from a scooter manufacturer to a t+o!+heeler manufacturer. %ts product range encompasses scooterettes$ scooters and motorcycles. %ts gro+th has come in the last four years after successful introduction of models in the motorcycle segment.
5ONDA 3
(onda has been the +orldFs largest motorcycle manufacturer since 1GG$as +ell as the +orldFs largest manufacturer of internal combustion engines measured by &olume$ producing more than 1K million internal combustion engines each year.%n 2001$ (onda became
the
manufacturer.(onda
second!largest +as
the
/apanese eighth
largest
automobile automobile
manufacturer in the +orld behind :eneral otors$ Ool*s+agen :roup$ Toyota$ (yundai otor :roup$ #ord$ ;issan$ and P'A in 2011.
1.
Which bran ! "!# $r%&%r &!r bi'%( ) H!na
Ba*a*
Ya+aha
H%r!
10
12
7
1
INTERPRETATION, BAJAJ IS BEING PREFERED BY MOST OF THE CONSUMERS .
.
Which bi'% ! "!# n c!+&!r/ab0%) H!na
Ba*a*
Ya+aha
H%r!
0
1
4
25
. Which +!/!r bi'% $r!2i%( "!# 3i/h 4!! a&/%r (a0% (%r2ic% ) H!na
Ba*a*
Ya+aha
H%r!
15
5
6
4
5. Which +!/!r bi'% bran $r!2i%( "!# 3i/h b%//%r +i0%a4%) H!na
Ba*a*
Ya+aha
H%r!
15
10
0
5
6.
Which bran $r!2i%( "!# 3i/h +!r% a//rib#/%( !r charac/%ri(/ic( 7(#($%n(i!n8 +ac3h%%0( 8 h!rn 9 H!na
Ba*a*
Ya+aha
H%r!
18
12
0
0
:.
Which +!/!r %c!n!+ica0)
bi'%
bran
i(
H!na
Ba*a*
Ya+aha
H%r!
10
3
17
0
+!r%
;.
Which bi'% bran ! "!# /hin' i( +!r% %n2ir!n+%n/ &ri%n0") H!na
Ba*a*
Ya+aha
H%r!
5
17
3
5
<. =in0" ra/% /h% bran( a( $%r "!#r 'n!30%4% 71 /! 59) Ya+aha
H%r!
Ba*a*
H!na
12
15
2
1
>. Which bran "!# /hin' $r!2i%( "!# +!r% (/"0i(h bi'%( ) Ya+aha
H%r!
Ba*a*
H!na
4
13
7
6
1?. Which bi'%( bran a2%r/i(%+%n/ a//rac/% "!# +!(/ ) Ya+aha
H%r!
Ba*a*
H!na
8
10
5
7
'1==E'TION'
1.(ero should introduce a lo+ price bi*e .
2.#or the promotion$ company should ma*e road!sho+ that +ill ).%ncrease the sales. The company should concentrate more on the ad&ertisement.
K. (onda ?ompany should implement a ne+ strategy to reduce the competition and lead into the bi*e mar*et. .As people e@pect more mileage per *ilometer$ company should increase the mileage of the hero (onda bi*e. ".
>amaha
should ma*e a sports bi*e li*e to Ea+asa*i
(yabusa bi*es +hich can run +ith ma@imum speeds.
#I#LIO=RAP58
'u=u*i
#oo"s 3 1.ar*eting research$ :.?.Beri$ Third dition$ Tata c:ra+(ill Publishing ?ompany imited$ ;e+ elhi$ 2000
2.ar*eting management$ Philip Eotler$ T+elth ,illennium-editi on$ Prentice!(all of %ndia Pri&ate imited$ ;e+ elhi$ 200)
@ebsites ).+++.herohonda.com
K +++.honda.com . +++.yamaha.com ".+++.bajaj.com
A STUDY ON CONSUMER BUYING BEHA@IOUR 7 WITH SPECIAL REFERENCE TO MOTORBI=E c#(/!+%r !& Bh!$a09 #%(/i!nnair% NAME ,
AGE , CONTACT- NO
1. !"#$" %&'() )* +*, &/& /*& %# 1 .H*()'
2.B''
3. Y''"'
4. H&*
2. !"#$" %# )* +*, () $*/*&'% 1. H&*
2.H*()'
3. B''
4.+''"'
3. !"#$" **& %# &*#) +*, 9#" :**) '/& ' &#$ 1. H*()' 3. H&*
2.Y''"' 4. B''
4. !"#$" **& %# %&'() &*#) +*, 9#" %& #': 1. H*()'
2. Y''"'
3. H&*
4.%''
5. !"#$" %&'() &*#) +*, 9#" *& '&#%, *& $"'&'$&##$ ;,(#*(< '$9" < "*&( = 1. H*()'
2.Y''"'
3. H&*
4. B''
6. !"#$" **& %# %&'() # *& $*(*#$' 1. Y''"' 3. B''
2. H&* 4. H*()'
7. !"#$" %# %&'() )* +*, "#( # *& (#&*(( /&#()+ 1. B'' H&*
2.
3. H*()' Y''"'
4.
8. >#()+ &' " %&'() ' & +*,& (*9): ;1 * 4= 1. Y''"' 2. H&* 3. B''
