Customer satisfaction towards Vespa two-wheeler

*Dr. V. Ramesh Naik ,**PemmanaPurshotham Reddy,

***A.Pruthvi Raj (MBA Students)
1
Assistant Professor, Department of Management Studies,
Gates Institute of Technology, Gooty
2
PG Student, Department of Management Studies, Gates Institute of Technology, Gooty
3
PG Student, Department of Management Studies, Gates Institute of Technology, Gooty

Abstract:
This study is based to identify the satisfaction level of Vespa two wheeler bike users. This
Study is mainly focused on the factors in which the bike owners are satisfied or dissatisfied
with Vespa two wheeler Scooter Customer satisfaction is important to business from short &
long term point view. In short importance we can include worn & repurchase, while in long
term brand image and market share. If a customer is satisfied he will praise product his or her
friend, relatives or colleagues and he or she recommend the product to people he or she may
intend to buy the same product, or may buy again in near future one satisfied customer may
be the best means of advertisement. Hence short term benefits of satisfaction will pave may
to long term benefits empirical evidence regarding extend of negative versus positive word of
mouth in some equivocal. This study has under taken to know the customer satisfaction
towards Vespa two wheeler Scooter.

Key words: Customer, Satisfaction, Two Wheelers, Vespa, Market share

Introduction:
Vespa was established upon the fundamental belief in the value of each individual.
Based on our philosophy, we respect independent spirit and freedom, equality and mutual
trust of human beings who work for or come in contact with our company. As such our
management policies focus on developing and enhancing the essential characteristics that
every individual possesses - capacity to think, reason, and most importantly - the ability to
dream. Being the largest producer of 2-wheelers and one of the most admired companies in
the world definitely thrills us. But what thrills our associates most is the 'Joy of Creating', one
of our missions at Vespa, which promotes working for our own happiness. If you have a
passion for 2-wheelers and possess a challenging spirit, your abilities are more important to
us rather than which university you passed from. India will be the biggest global market for
Vespa's two-wheeler business by 2015 before eventually accounting for 30 per cent of its
overall market share. At present, this is 13 per cent but the company is going flat out with
new product launches as part of an aggressive growth strategy. The 110cc Dream Yuga
motorcycle, unveiled at the Auto Expo here on Thursday, will roll out this year for the mass
market, a segment in which Vespa's former partner, the Hero group, rules the roost with the
Splendour and Passion brands.
Objectives:
1. To study the influencing factors of customer satisfaction
2. To study the customer satisfaction level on Vespa Scooter
Limitations
They may be few opinions, which might have been missed out.The accuracy of the analysis
and conclusion drawn entirely depends upon the reliability of the information provided by the
employees.Sincere efforts were made to cover maximum departments of the employees, but
the study may not fully reflect the entire opinion of the employees.In the fast moving
changing employees behaviour, name new and better things may emerge in the near future,
which cannot be safeguard in this report.
Scope of the Study:
The scope is confirmed only to examine the “Customer Satisfaction “with reference to Vespa
Scooter” and to find possible remedies to counteract their competition
Methodology:
A research design is considered as the framework or plan for a study that guides as
well as helps the data collection and analysis of data. Present study is an analytical and
descriptive in nature and based on empirical study. The data was collected from both primary
and secondary sources. The primary source of data is respondents concerned and collected
by using a predefined questionnaire.The secondary sources include books, articles,
periodicals, newspapers, various reports, websites etc.
Secondary Data: Secondary data is collected from the company records publications of
Journals, Newspapers and Websites and websites.
Primary Data:Primary data is collected from the customers of Vespa motors through
Questionnaire.
1. Research approach: Survey method
2.Research instrument: Questionnaire
3. Graphical Representation: Bar charts
4. Sampling Plan: Sampling unit: Customers of Vespa Scooter.
5. Sample size: 150 Sampling method: Convenience sampling method
 1. Are you customer of Vespa Scooter?
a. Yes b. No

Sl no Particulars No of response Percentage total

1 1.Yes 130 87

2 2.No 20 13

Total 150 100

160
140
120
100
80
60 no.of respondence
40 percentage total
20
0

yesnototal

Data Interpretation:
From the above data it is inferred that out of 150 respondents, 87 percentage of respondents
are customer of VESPA Scooter and remaining 13 percentage are NOT.
2. Are you aware Vespa Scooter?
a. Aware b. Not aware

Sl no particulars No of response Percentage

1 Aware 100 67

2 Not aware 50 33

Total 150 100

 160

140

120

100
No of response
80 percentage

60
40

20

0
Yes No Total

Data Interpretation:
From the above data it is inferred that out of 150 respondent, 67 percentage of people
responded by the Aware and remaining 33 percentage by Not aware.
3. Which model you chose in Vespa?
a. shine b. active c. unicorn d. dreame.Vespa CBR

Sl no particulars No of response Percentage

1 Shine 55 37

2 Active 35 23

3 Unicorn 30 20

5 Dream 20 13
10
6 Vespa CBR 7

Total 150 100

 160
140
120
100
80
60

No of respondence
Percentage

40
20
0

ShineActive Unicorn Dream HondaTotal

CBR

Data Interpretation:
Now we can observed by the bar graphs 37 percentage of the people responded to use the
Vespa shine, 23 percentage of the people respond to use the Vespa ACTIVA and 20
percentage of the people respond to use by the Vespa DREAM and 13 percentage of the
people respond by the Vespa UNICORN and also 07 percentage of the people respond to use
by the Vespa CBR.
4. How many years do you using Vespa two wheeler?
a. 3years b. 5years c.7years d. Above 10

Sl no particulars No of response Percentage

1 3 years 30 20

2 5 years 65 43

3 7 years 40 26

4 Above 10 years 15 10

Total 150 100

 160
140
120
100
80
60
40
NO.OF RESPONDENCE
PERCENTAGE

20
0

3 years 5 years 7 years abovetotal

10
years

Data Interpretation:
From the above data 20 percentage of the people responded by the 3 years and 43 percentage
the people responded by the 5 years and 26 percentage the people responded by the 5 years
and 10 percentage the people responded by the 10 years.
4. Are you satisfied the price of the Vespa two wheeler?
a. highly satisfied b. satisfied c. good d. unsatisfied

Sl no Particulars No of response Percentage

1 Highly satisfied 50 33

2 Satisfied 55 36

3 Good 30 20

4 unsatisfied 15 11

Total 150 100

 160
140
120
100
80
60
40
20 No of respondents
0 Percentage

Data Interpretation:
From the above data 33 percentage of the people responded by the highly satisfied and 36
percentage of the people responded by the satisfied and 20 percentage of the people
responded by the good and 11 percentage of the people responded by the un satisfied.
6. What are the factors influencing due to purchase of Vespa Scooter?
a. quality b. service c. good will d. non -of these

Sl no particulars No of response Percentage

1 Quality 55 36

2 Service 40 27

3 Good will 52 34

4 Non-of these 8 4

Total 150 100

 160
140
120
100
80
60

No of respondents
percentage

40
20
0

Quality Service Good willNon of Total

these

Data Interpretation:
From the above data 36 percentage of the people responded by the QUALITY of the Vespa
Scooter and 27 percentage of the people responded by the SERVICES of the Vespa Scooter
and 34 percentage of the people responded by the GOOD WILL of the Vespa Scooter and 4
percentage of the people responded by the none of these response.
7. How much of rating to you give for Vespa Scooter?
a.1 b.2 c.3 d.4 e.5

Sl no particulars No of response Percentage

1 Rating 1 15 10

2 Rating 2 20 14

3 Rating 3 30 20

4 Rating 4 40 26

5 Rating 5 45 30

Total 150 100

 160
140
120
100
80
60
40 No of respondent
20 percentage
0

Rating 1 Rating 2 Rating 3 Rating 4 Rating 5 Total

Data Interpretation:
In the above diagram 14 percentage of the people responded give rating 1 and 20 percentage
of the people responded give rating 2, and 20 percentage of the people responded give rating
3, and 26 percentage of the people responded give rating 4 and 30 percentage of the people
responded give rating 5.
8. Will give rate on service station?
a. good b. bad c. very good d .none of these

Sl no particulars No of response Percentage

1 Good 50 33

2 Bad 30 20

3 Very Good 60 40

4 None of these 10 7

Total 150 100

 200

150

100 No of respondent
percentage
50
0
Good Bad Very Good None of Total
these

Data Interpretation:
In the above diagram 33 percentage of the people responded by good and 20 percentage of
the people responded by bad and 40 percentage of the people responded by very good and 7
percentage of the people responded by none of these.
9. You opinion about performance level on Vespa Scooter?
a. exhalent b. good c. average d. below average

Sl no particulars No of response Percentage

1 Exhalent 60 40

2 Good 50 33

3 Average 30 20

4 Below average 10 7

Total 150 100

160
140
120
100
80
60 No of respondent
40 percentage
20
0
ExhalentGoodAverage Below Total
average
Data Interpretation:
From the above diagram 40 percentage of the people responded by Exhalent and 33
percentage of the people responded by good and 20 percentage of the people responded by
average and also 7 percentage of the people responded by below average.
10. Satisfaction level on Vespa two wheelers design?
a.highly satisfied b. satisfied c. good d. un satisfied

Sl no particulars No of response Percentage

1 Highly satisfied 55 37

2 Satisfied 50 33

3 Good 30 20

4 Un satisfied 15 10

Total 150 100

160
140
120
100
80
60 No of respondent
40 percentage
20
0

HighlySatisfiedGood Un Total
satisfied satisfied

Data Interpretation:
From the above data 37 percentage of the people responded by the highly satisfied and 33
percentage of the people responded by the satisfied and 20 percentage of the people
responded by the good and 10 percentage of the people responded by the un satisfied.
11. Who influenced you buy the Vespa two wheelers?
a. advertisement b. friends c. family d. your self
Sl no particulars No response Percentage

1 Advertisement 50 33

2 Friends 40 27

3 Family 35 23

4 Your self 25 17

Total 150 100

160
140
120
100
80
60
40 No respondent
20 percentage
0

Data Interpretation:
From the above diagram 33 percentage of people influenced by advertisement and 27
percentage of influenced by the friends and 23 percentage of people influenced by family and
17 percentage of people influenced by yourself.
12. Is Vespa showroom provides free insurance?
a. yes b. no

Sl no particulars No of response Percentage

1 Yes 100 67

2 No 50 33

Total 150 100

 160
140
120
100
80
60 No of respondent
40 percentage
20
0

YesNoTotal

Data Interpretation:
From the above data it is inferred that out of 150 respondent, 67 percentage of people
responded by the YES and remaining 33 percentage by NO.
13. Is Vespa showroom giving any discount offer?
a. yes b. no

Sl no particulars No of response Percentage

1 Yes 95 63

2 No 55 37

Total 150 100

160
140
120
100
80
60 No of respondent
40 percentage
20
0

YesNoTotal
Data Interpretation:
From the above data it is inferred that out of 150 respondent, 63 percentage of people
responded by the YES and remaining 37 percentage by NO.
14. Is Exchange offer provided by the Vespa showroom ?
a. yes b. no

Sl no particulars No of response Percentage

1 Yes 90 60

2 No 60 40

Total 150 100

200

150

100 No of respondent
percentage
50

0
Yes No Total

Data Interpretation:
From the above data it is inferred that out of 150 respondent, 60 percentage of people
responded by the YES and remaining 40 percentage by NO.
15. Is Vespa showroom provides zero % down payments?
a. yes b. no

Sl no particulars No of response Percentage

1 Yes 97 65

2 No 53 35

Total 150 100

 200

150

100 No of respondent
percentage
50
0
Yes No Total

Data Interpretation:
From the above data it is inferred that out of 150 respondent, 65 percentage of people
responded by the YES and remaining 35 percentage by NO.
16. Are you satisfied with the Vespa bike features?
a. good b. bad

Sl no particulars No of response Percentage

1 Good 125 83

2 Bad 25 17

Total 150 100

160
140
120
100
80
No of respondent
60
percentage
40
20
0

GoodBadTotal

Data Interpretation:
From the above data it is inferred that out of 150 respondent, 83 percentage of people
responded by GOOD and 17 percentage of people responded by BAD.
Findings
1. All the respondents were aware about this company
2. 33 percentage of customer to know the advertisement of Vespa Scooter through media, 27
percentage of customer were friends and 23 percentage of customer of customer were family
and 17 percentage of customer take decision your self
3. 73% of respondents aresatisfied with pick-up of the Vespa Scooter and 27% of the
customers are dissatisfied.
4. 36% of the respondents are attract the quality of the service to choose this bike, 27% of the
respondents are like services and 34% of the respondents were like goodwill.
5. 40 % of the respondents felt the explanation to be “excellent”. And 33% of them “good”
and 20% felt to be “Average” and remain 7% “Below Average”.
6. 37 percentage of the people responded by the highly satisfied and 33 percentage of the
people responded by the satisfied and 20 percentage of the people responded by the good and
10 percentage of the people responded by the un- satisfied.
7. 83 percentage of customers satisfy by GOOD and 17 percentage of customer responded by
BAD.

Suggestions
1. The most important media for consumer durables is television. So, they should go for
television advertisements rather going for newspaper, the television advertisements
influences more on the people. They should spend some expenditure for T.V. advertisements.
2. Being the price of the Vespais high they should try to reduce prices because there are
many other competitors which can be selling at lower cost. If not, the sales may decrease.
3. More features should be added to the Scooter according to the needs of the customer,
because their competitors are coming with new models. According to the competitors these
people should change the models or change the technology.
4. Company should give some incentives to the dealers for promoting the products of Vespa.
They should not neglect dealers. They should select good dealers, which they can give
customer satisfaction.
5. Company should setup service centres at dealer level itself. They should train some
personnel for exclusive maintenance of these two wheelers. They should provide home
service to the customers. The personnel should be appointed by company to the dealers. The
service should be accurate
 A Study on Customer Satisfaction towards VESPA bikes in
Aruppukottai Town
Questionnaire:
1. Name of the Respondent:
2. Age of the respondent?
a.25 - 30b.31–35 c.36-40 d. 41 to above
3. Are you educated?
a. yes b. no
4. Gender?
a. male b .female
5. Are you customer of Vespa Scooter?

a. yes b. no
6. Are you aware Vespa Scooter?
a. Aware b. Not aware
7. Monthly income of customer?
a.15000 b.20000 c.30000 d. above
8. Which model you chose in Vespa?
a. shine b. active c. unicorn d. dream
9. How many years do you using Vespa two wheeler?
a. 3years b. 5years c.7years d. Above
10.Are you satisfied the price of the Vespa two wheeler?
a. highly satisfied b. satisfied c. good d. unsatisfied
11. What are the factors influencing due to purchase of Vespa Scooter?
a. quality b. service c. good will d. non- of these
12. How much of rating to you give for Vespa Scooter?
a.1 b.2 c.3 d.4 e.5
13. You opinion about performance level on Vespa Scooter?
a. exhalent b. good c. average d. below average
14. Satisfaction level on Vespa two wheelers design?
a.highly satisfied b. satisfied c. good d. un satisfied
15. Who influenced you buy the Vespa two wheelers?
 a. advertisement b. friends c. family d. your self
16. Is Vespa showroom provides free insurance?
a. yes b. no
17.Is Vespa showroom giving any discount offer?
a. yes b. no
18. What is the Average mileage of Vespa Scooter?
a. 50 b. 55 c. 60 d. 70
19. Which colour do you selected in Vespa Scooter?

a. Red b. yellow c. white d. black

19.Is Exchange offer provided by the Vespa showroom?

a. yes b. no
20. Is Vespa showrooms provide free services?
a. yes b. no
21. How many free services provide Vespa showrooms?
a.1 b.3 c.2 d. above
22. Is Vespa showroom provides zero % down payments?
a. yes b. no
23. Are you satisfied with the Vespa bike features?
a. good b. bad