International Journal of Research Publication and Reviews, Vol 3, no 4, pp 596-604, April 2022

International Journal of Research Publication and Reviews

Journal homepage: www.ijrpr.com ISSN 2582-7421

A STUDY ON CONSUMER SATISFACTION TOWARDS HERO

MOTOCORP METRO MOTORS
Kunal Patel1, Anuradha Pathak2
1
Student, B.V. Patel Institute of Management UKA Tarsadia University, Bardoli
2
Associate Professor B.V. Patel Institute of Management UKA Tarsadia University, Bardoli

ABSTRACT

The objective of the study is to study the customer’s satisfaction level towards products of Hero MotoCorp demographically, to study factors that lead
to consumer satisfaction, to study about the knowledge of people of Navsari city towards products & service of Hero MotoCorp across occupation, to
study overall consumer satisfaction towards services offered by the company. For this research data are collected from the questionnaire which was
being filled up by the customers who purchased vehicles from Metro Motors Navsari. After collecting the data through questionnaire I have come to
know about how the customers are satisfied or dissatisfied with company and by providing different facilities to provide after sales services.

1. INTRODUCTION
“A Study on Consumer Satisfaction towards Hero MotoCorp Metro Motors”. Customer satisfaction applies to the level to which customers are
happy with the goods and services provided Using survey techniques and questionnaires able to measure the customer satisfaction levels. Achieving
high levels of customer satisfaction is crucial to a business simply because most satisfied customers are likely to be loyal and to make repeating orders
and using a wide range of services provided by a business. Customer satisfaction is defined as a measurement that determines how happy customers
are with a company’s products, services, and capabilities. Customer satisfaction information, including surveys and ratings, can help a company
determine how to best improve or changes its products and services.Great customer satisfaction and high customer retention are strongly linked.
Customer retention powers sales and helps businesses maintain sustainability. While metrics like sales and shares show important details on how well a
company is performing at a specific time, customer satisfaction scores are one of the best indicators to reveal how a company will perform in the future.

2. LITERATURE REVIEW

A. Sanjay Kumar R, Dr. Mohammed Rafee, Dr. Mohammed Arif Pasha (2020) Undertook a study on customer satisfaction towards after
sale services of Royal Enfield acclaim motors, Yelahanka Bangalore. The objective of this report is to carry out a detailed study on
understandings, this report provides the findings based on the discussions with the key personnel of Royal Enfield the study was conducted
for a period of 8 weeks. The project was undertaking about help to identify how customer attitude on service helped to improve the transfer
of learning. The methodology used for conducting the study was basically on the descriptive research taking a sample size of 100
customers. The primary data was collected through well-structured questionnaire. Secondary data were collected from book, journal, and
websites.
B. Dr.K. Lakshmi Priya (2016) A study on customer satisfaction towards Honda two wheeler the study focuses on customer satisfaction
toward the Honda two wheeler. It includes availability level of products, quality of the products, customer’s expectations towards the
products and problems faced by customers if any at Honda. After the completion of data, the collected data is tabulated and analysed and
the relationship between different variables have been estimated with the help of Simple percentage method, weighted average and Likert’s
scale technique. Hence, customer relationship management is having a wide scope in modern world.

C. Dr. N. Nagaraja (2012) conducted a study on “Customer satisfaction in automobiles industry an Indian online buyer’s perspective of car
manufactures website”. The main objective of the study is the analysis of the customer attitudes towards internet based car manufacture’s
website. The methodology used was regression method. The conclusion is automotive companies will need to stay focused on evolving
consumer attitudes online.

D. Preet Kamlesh Patel, Taral Patel analysed “A Study on Customers Satisfaction Towards Products of Hero MotoCorp.” Study was
conducted refers to Bardoli.The study used both primary and secondary data. Primary data were collected by constructing a detailed
questionnaire. For the purpose of the study, 100 questionnaires were collected from the respondents who purchased Products of Hero
MotoCorp.

E. V.S. Kumar(2018)conducted a study on “The relationship between Customers Satisfaction and Customer Loyalty in Commercial Vehicle
industry in India”. The main objective of the study is that the paper will focus on the importance of CRM, customer loyalty and customer
satisfaction. The data are collected in primary data. The conclusion is the questionnaire can be modified and update on the real time basis
and the use of network in customer data mining.
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3. Objectives of the study

The aim of the research is to study the following objectives:

 To study the customer’s satisfaction level towards products of Hero MotoCorp demographically.
 To study factors that lead to consumer satisfaction.
 To study about the knowledge of people of Navsari city towards products & service of Hero MotoCorp across occupation.
 To study overall consumer satisfaction towards services offered by the company.

4. RESEARCH METHODOLOGY

This study is conducted through primary data. A structured questionnaire was created on the basis of that data was collected from 100 employees.
Various tools like cross-tabulation, chi-square etc. were used. All of the analysis is done through SPSS software.

HYPOTHESIS DEVELOPMENT

H1:The level of consumer satisfaction does not vary significantly demographically belonging to different occupation.

H2: People of Navsari city do not differ significantly in knowledge about Hero MotoCorp.

H3: Consumer are overall satisfied with services offered by the company.

Test Applied
Frequency

Variable Frequency Percentage

Gender:
77
Male 77
23
Female 23

Age:

Less than 25 38 38

25-35 32 32

35-45 20 20

Above 45 10 10

Occupation:

Farming 18 18

Housewife 8 8

Self-employed 19 19

Service/Job 23 23

Student 32 32

Qualification:

Less than SSC 6 6

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HSC 45 45

Graduation 44 44

Post-Graduation 4 4

Others 1 1

Annual income:

Below 2.5 lac 28 28

2.5-5 lac 36 36

5-7.5 lac 27 27

Above 7.5 lac 9 9

From the above table, we can say that77% of the respondents are male and other 23% of the respondents are female.From the above chart and table
respectively in age wise, 38% belongs to age less than 25, 32% belongs to age between 25 to 35 years, 20% belongs to age between 35 to 45 years and
other 10% belongs to age above 45 years.From the above chart and table respectively in the Occupation wise, 18% of the respondents are farmers, 23%
of the respondents are doing service/Job, 8% of the respondents are housewife, 19% of the respondents are self-employed, 32% of the respondents are
students, and 0% of the respondents are from other categories.From the above chart and table respectively, 6% of the respondent’s qualification is less
than SSC, 45% of the respondents has completed their HSC, 44% of the respondents has completed their Graduation, 4% of the respondents has
completed their Post-Graduated and 1% respondents are in other categories.From the above chart and table respectively in income wise, the total 100
respondents in that 28% are having the income below 2.5 lakh, 36% of respondents have income between 2.5 lakh to 5 lakh, 27% of the respondents are
having the income between 5 lakh to 7.5 lakh and remaining 9% of the respondents are having the income more than 7.5 lakh.

Chi-square Method
Bikes available with people belonging to different occupations

Availability of bikes Total

Dis Neutral Satisfied Very Satisfied

satisfied

Occupati Farming Count 1 3 6 8 18

on
Expected Count .4 2.3 9.2 6.1 18.0

Housewife Count 0 1 6 1 8

Expected Count .2 1.0 4.1 2.7 8.0

Self-employed Count 0 2 8 9 19

Expected Count .4 2.5 9.7 6.5 19.0

Service/Job Count 0 6 13 4 23

Expected Count .5 3.0 11.7 7.8 23.0

Student Count 1 1 18 12 32

Expected Count .6 4.2 16.3 10.9 32.0

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Total Count 2 13 51 34 100

Expected Count 2.0 13.0 51.0 34.0 100.0

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 15.303a 12 .225

Likelihood Ratio 16.911 12 .153

N of Valid Cases 100

a. 12 cells (60.0%) have expected count less than 5. The minimum expected count is .16.

INTERPRETATION:
The above table show that the p-value is more than 0.05 so the null hypothesis is accepted i.e.: there is a significant relationship between occupation
and the company has availability of bikes.
OCCUPATION AND AMBIANCE OF SHOWROOM

Ambiance of showroom Total

Dis Neutral Satisfied Very Satisfied

satisfied

Occup Farming Count 0 4 13 1 18

ation
Expected Count .7 3.8 10.1 3.4 18.0

Housewife Count 0 4 3 1 8

Expected Count .3 1.7 4.5 1.5 8.0

Self-employed Count 2 5 8 4 19

Expected Count .8 4.0 10.6 3.6 19.0

Service/Job Count 1 6 14 2 23

Expected Count .9 4.8 12.9 4.4 23.0

Student Count 1 2 18 11 32

Expected Count 1.3 6.7 17.9 6.1 32.0

Total Count 4 21 56 19 100

Expected Count 4.0 21.0 56.0 19.0 100.0

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Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 19.489a 12 .077

Likelihood Ratio 20.529 12 .058

N of Valid Cases 100

a. 14 cells (70.0%) have expected count less than 5. The minimum expected count is .32.

INTERPRETATION:
The above second table show that the p-value is more than 0.05 so the null hypothesis is accepted i.e.: there is a significant relationship between
occupation and ambiance of showroom.

FINDINGS OF THE STUDY DEMOGRAPHIC PROFILEDESCRIPTIVE STATISTICS

Total N Mean

The company has availability of bikes 100 4.17

Are you satisfied with the performance of your vehicle after sale service? 100 3.96

The staff listens to your queries 100 3.81

Are you satisfied with the price offered by Metro Motors? 100 3.97

Modern equipment are used by company to provide better service. 100 3.63

Ambiance of showroom 100 3.9

You are satisfied with the service provided by Metro Motors 100 4.06

When you have a problem, company shows sincere interest in solving it. 100 3.87

No delay in product servicing 100 3.84

The company gives you individual attention. 100 3.93

INTERPRETATION:

From the above table that shows satisfaction of customers in Metro Motors, the first rank (4.17) is followed by the company has availability of bikes.
The least rank (3.63) is secured by modern equipment are used by the company to provide better service.
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SATISFACTION WITH MAINTENANCE COST.

Frequency Percent

Dissatisfied 7 7.0

Highly Satisfied 26 26.0

Neutral 27 27.0

Satisfied 40 40.0

Total 100 100.0

INTERPRETATION:
From the above chart and table, out of 100 respondents 7% of respondents are dissatisfied with maintenance cost, 26% are highly satisfied, 27% are
neutral and 40% are satisfied with maintenance cost.

WILL YOU PURCHASE HERO BIKES AGAIN?

Frequency Percent

No 20 20.0

Yes 80 80.0

Total 100 100.0

INTERPRETATION:
From the above chart and table respectively, out of 100 respondents, 20% respondents have chosen no option and other 80% have chosen yes option to
purchase bike again.

WILL YOU RECOMMEND METRO MOTORS TO YOUR FRIENDS, RELATIVES & NEIGHBOURS?

Frequency Percent

Maybe 15 15.0

No 11 11.0

Yes 74 74.0

Total 100 100.0

INTERPRETATION:
From the above chart and table respectively, out of 100 respondents, 11% respondents have chosen no option, 15% have chosen maybe option and
other 74% have chosen yes option to recommend Metro Motors to your friends, relatives & neighbours.

VISITED THE METRO MOTORS NAVSARI SHOWROOM

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Frequency Percent

Maybe 1 1.0

No 25 25.0

Yes 74 74.0

Total 100 100.0

INTERPRETATION:
From the above chart and table respectively, out of 100 respondents, 25% respondents have not visited, 74% have visited and other 1% have maybe
visited Metro Motors Navsari showroom.

5. CONCLUSION
The main purpose of this study is to examine customer satisfaction towards Hero MotoCorp. From the research report it is been concluded that
majority of respondent are satisfied with the Hero bikes and so they are ready to recommend to their friends, neighbours and family to purchase Hero
MotoCorp bikes. Respondents are highly satisfied with the availability of bikes in the company and it is the most important factor for increasing
customer satisfaction level. Other factors discussed in this report are price, after sale service, ambiance, maintenance, etc. Majority of the respondents
are satisfied with all the factors. That’s why Hero MotoCorp ltd is the world’s largest manufacturer of two wheelers, based in India.

Sr. Very
Features Satisfied Neutral Dissatisfied Very Dissatisfied
No. Satisfied

1. The company has availability of bikes 34 51 13 2 0

Are you satisfied with the performance of

2. 26 47 24 3 0
your vehicle after sale service?

3. The staff listens to your queries 22 43 29 6 0

Are you satisfied with the price offered by

4. 27 48 20 5 0
Metro Motors?

Modern equipment are used by company to

5. 20 34 36 9 1
provide better service.

6. Ambiance of showroom. 19 56 21 4 0

You are satisfied with the service provided by

7. 36 43 13 7 1
Metro Motors
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When you have a problem, company shows

8. 32 31 29 8 0
sincere interest in solving it.

9. No delay in product servicing 26 41 24 9 0

10. The company gives you individual attention. 36 34 20 7 3

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