Bibliography and Questionnaire

1.
2 OBJECTIVES OF YAMAHA
Research in common parlance refers to search for knowledge. Research is an academic activity
and as such it is used in a technical sense. According to Clifford Woody, research comprises
defining and redefining problems, formulating hypothesis or suggesting solutions, collecting,
organizing and evaluating data, making deductions and research conclusions to determine
whether they fit the formulating hypothesis.
Primary objective
The research encompasses the primary objective of comparison and analysis of Yamaha bikes
with respect to other brands prevailing in the market i.e. , Hero Honda ,Honda , Bajaj , TVS and
Suzuki .
The primary aim is to interpret the dealer survey level of customers using yamaha’s bikes and
to find out the areas in which it needs to improve to develop a better perception in the mind of
its customers . It entails as to suggest yamaha how to become a no. 1 customer oriented
company.
Secondary objective :
To go in detail , the research includes the study of comparative satisfaction level of customers
using different bike brands ; the various areas where competitors supersede and the areas where
the competitors lack.
Furthermore the research aims to find out the relative market capitalization of Yamaha in the two
wheeler industry and to suggest some concrete and absolute measures to give a rise to its share in
the two wheeler segment .
1
1.3SCOPE OF THE STUDY
The research was carried out to find factors which influence customer satisfaction level to
maximum level. The study projects that customer satisfaction level change with change in
various factors like during sales evaluation, during delivery of the vehicle and after
salesevaluation. This research is an attempt to provide feedback to Motorcycle manufacturer
Yamaha Motors India Ltd. so that they can bring about changes in various departments of their
organization which will help them in becoming Number 1 motorcycle brand in India.
For instance during research factors such as technology.
The research required collection of first hand primary data from the respondents . The respondents
necessarily were to be bike users .they were exposed to a questionnaire containing different
parameters for the evaluation of their satisfaction level . the broad parameters were :
during sales evaluation .
 during vehicle delivery .
 after sales evaluation .
It was expected that the respondents were honest while answering the questions with proper
consideration of the brand image of the bike they were currently using .The questionnaire
contained likert scaling to rate various parameters . The respondents were so selected that they
were representative of various segments of bike users .the respondents were questioned on :
 petrol pumps
 service stations
2
1.4METHODLOGY
Design of Questionnaire: A questionnaire was developed for the survey. The questionnaire
is of structured type. Most of the questions were based on 5 point bipolar Likert Scale.
 Determining the Sample Size: Next step is to determine the number of to be targeted from
various ages, monthly salary, and gender. So a total of 200 people were surveyed.
 Collecting the data: The data was collected from various class of people based on age,
sex, income, location.
 Analysis of Data: The data collected from various people was segregated into various
categories in order to analyze it. Analysis was done based on more than 22 different
parameters.Generalization and Interpretation: Data was tested and upheld several times,
and n generalizations were drawn from the analysis.Preparation for the report: Lastly
report about the research is mad
SCOPE OF FURTHER RESEARCH
There are various conclusions that can be arrived at regarding the Indian two wheeler industry
after the execution of this research .still the research can not be considered as totallyexhaustive .
there are various areas that are beyond the scope of this research . this arises the need and scope of
further research in this area . some of the possible arenas can be as follows :
 Forecasting the market for two wheeler industry in coming 5 years .
 Study of consumer behavior of Indian two wheeler industry .
3
 Developing a model for success of a particular brand on the basis of arrived
conclusions.
Developing a model of bike on the basis of responses of the customers to stabilize in the market ;
determining the optimum combination of mileage and price
Sample Design:
Sampling may be defined as the selection of the some part of an aggregate or totality on the
basis of which a judgment or interference about the aggregate or totality is made. It is the process
of obtaining information about entire population by examining only.
Sample Size: A total of 200 people have been questioned for the purpose of filling up the
questionnaire.
QUESTIONNAIRE
1. Name :
2. Gender : (M/F)
3. Marital Status:
i. Married ii Unmarried
4. Phone No.:
5. Location/Address:
6. which profession people used bike?
i. Student iv. Self Employed
4
ii. Business v. Others
i. Student iv. Self Employed

ii. Service v. Others
iii. Business
8.Income(in Rs.):
i. 10000-15000 iv. 50000-100000

ii. 15000-20000 v. Above one lakh
iii. 20000-50000
9. Which company bike &model you are having?
i. Hero Honda iv. TVS

ii. Bajaj v. Honda
iii. Yamaha vi. LML
10. Are you satisfied with the product?
(i) Yes
(ii) No
11. What do you like in the bike?
i. Mileage
ii. Design/Graphics
iii. Brand
iv. Colour
v. Speed
5
vi. Power/BHP
12. How did you know about the bike?
(i) TV (vi) Internet

(ii) News Paper/Magazine (vii) Test Ride
(iii) Friend (viii) User
(iv) Product Show (ix) Hoarding
(v) Family
13. Why do you drive bike/two wheeler?
(i) Passion (iv) Commuting

(ii) Self Satisfaction (v) Show Off/Status Symbol
(iii) Cruising/long Drive (vi) Power
14. For whom did you purchase the bike?

(i) Family (iii) Your son
(ii) Yourself (iv) Your Girl Friend
15. Why did you purchase the bike?

(i) Brand Value (iv) Scheme
(ii) Design (v) Gift
(iii) Publicity
6
16. Which type of brakes do you like in your favourite bike?
(i) Disc Brake (ii) Drum Brake
17. Which types of wheels are attracted by you?
(i) Spoke wheel (ii) Alloy wheel
18. How was your experience?
(i) Good (iii) Excellent

(ii) Satisfactory (iv) Not Good
19. if not satisfied, why?
(i) Sales (iv) Product

(ii) Schemes (v) Service
(iii) Commitment
20. Servicing:
(i) Show room

(ii) Road Mechanic
7
BIBLIOGRAPHY
BOOKS
 Kotler Philip, Keller Lane Kvin“Marketing management” 12th edition Pearson

Education P.No. 117,118,121.
 Ramaswamy V.S., Namakumari S. “Marketing Management” 3rd edition 2006
Macmillan Publicaton. P. No. 311,312
 Kumar Arun, Minakshi N. “Marketing Management” Vikash publication 1st edition
2006 P. No 213, 214
 Kotler Philip, Koshy Abraham, “Marketing Management” 13th Edition Pearson
Education P.No.115, 116, 120.
WEBSITES
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 www.yamaha-motors-india.com
 www.bikes.com

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1.

For instance during research factors such as technology.

during sales evaluation .

 during vehicle delivery .

 after sales evaluation .

SCOPE OF FURTHER RESEARCH

 Forecasting the market for two wheeler industry in coming 5 years .

 Study of consumer behavior of Indian two wheeler industry .

6. which profession people used bike?

i. Student iv. Self Employed

i. Student iv. Self Employed

i. 10000-15000 iv. 50000-100000

9. Which company bike &model you are having?

i. Hero Honda iv. TVS

10. Are you satisfied with the product?

11. What do you like in the bike?

12. How did you know about the bike?

(i) TV (vi) Internet

13. Why do you drive bike/two wheeler?

(i) Passion (iv) Commuting

14. For whom did you purchase the bike?

15. Why did you purchase the bike?

(i) Disc Brake (ii) Drum Brake

17. Which types of wheels are attracted by you?

(i) Spoke wheel (ii) Alloy wheel

18. How was your experience?

(i) Good (iii) Excellent

19. if not satisfied, why?

(i) Sales (iv) Product

(i) Show room

 Kotler Philip, Keller Lane Kvin“Marketing management” 12th edition Pearson

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