Kishore Mba Full PRJCT

A STUDY ON CUSTOMER PERCEPTION TOWARDS YAMAHA
MOTORS
CHAPTER 1
INDUSTRY PROFILE
History of the Industry

India is the biggest manufacturing and also the producer of the two
wheelers in the world. India is standing next only in the Japan and China in
terms of the number of the two wheeler manufacturing and also in the
selling respectively.
Motor cycle segment initially only three manufacturing like a Enfield, Ideal
Java and also the Escorts the Enfield is the four stroke bike the Java and
Rajdoot is the two strokes bike Enfield is the 350cc bike and Escorts is the
175cc bike initially dominate the two wheeler industry.
The bicycle feature was accessible to remote competition in the season of mid
80s and the market pioneers are escort and Royal Enfield were gotten by the
inware by the 100 cc bikes of the four Indo Japanese joint meander with in the
availability of low power bike. Solicitations welled realizing Hero Honda when
the principle creator of the four stroke bikes .
The essential Japanese motor cycle for displayed in the mid 80s Suzuki and
Hero Honda got the underlying two stroke and four stroke engine motor cycle
independently this all are the two significant players in the bicycle business.
The Indian bicycle can broadly assembled into three essential segments they
are mopeds, bicycles, and motor cycles. The private bicycles bargains in 3800
mm in the financial year 2000 bicycle bargains in cash related year 1999 is
33.4% motor cycle 47.7% and moped is the 18 % in the budgetary year 1999.
Market Size
The Indian bike industry as appeared as a solid volume expanding
development over the two years having developed by the 25% out of 2009-10
Financial year and 27% in the year 2010 and 2011 and to discharge the 13.3
million unit this solid twofold digit development has been driven by the
different factor for 1 reason obviously his fulfillment as this time of high twofold
digit development. It has appeared by after rather giving two years.
SIT PGDMS & RC ,TUMKUR Page 1

MOTORS
Continuing ICRA expects that the bike business will report a volume CAGR of
10 to 12 % all through the going with 5 years to achieve the navigate of the 21
to 23 million units by the money related year 2015-16.
Growth of the Industry
The industry produced a total 25316044 vehicles including passenger
vehicles, commercial vehicles, three and two wheeler vehicles in April-mar
2017 as against 24016599 in April- mar 2016,registering a growth of 5.41%.
Two wheeler market grew 14% in the April to June the first quarter of the
fiscal year, scooter sales have grown 27.12%and motorcycle segment
expanded 8%.
In terms of domestic market, expecting the growth of two wheeler to 9-
10%level in FY18.
In the first two quarters of the current financial year, in the period from April to
August 2017, over 84 lakh two-wheelers were sold in India
Major players
HERO
Holy person MotoCorp pronounced aggregate offers of 606,542 units
(checking trades), a change of 14.07% (Walk 2015: 531,750). While the
affiliation saw tried and true offers of its Eminence, Eagerness and HF
Excellent brands, it extended astounding parity in the 125cc request – a class
controlled by HMSI with its CB Shimmer illustrate – on the back of solid offers
of its Super Ponder and Appeal brands.
The affiliation has in like way performed well in the bike zone by recording an
advancement in its bit of the general business of 14 percent to near 21%. This
change is credited to its beginning late moved bike models – the Two section
amicability and the Maestro Edge.
As indicated by the affiliation, Walk 2016 was the third month when it
recorded aggregate offers of more than 600,000 unit deals in 2015-16. Before
Walk 2016, Legend had recorded 600,000 unit deals in September and
October 2015.
On the aggregate courses of action front, the affiliation revealed offers of

66,32,322 units amidst FY2015-16 as against FY2014-15 offers of 66,31,826
units, which marks change yet by a thin edge.

MOTORS
TVS MOTOR
TVS Motor Company proceeded at the third game. The organization
developed by more than 15% by offering more than 24.83 lakh bikes in the
household showcase in CY 2016 when contrasted with 21.45 lakh bikes in a
similar time of 2015. TVS reintroduced its Victor 110 bike and furthermore
propelled Apache RTR200 4V in the Indian market in 2016.
BAJAJ AUTO
Pune based bike maker Bajaj Auto's forceful technique to get in more
sensible games bicycles with its Pulsar image and cruiser bikes with the
Avenger mark has helped the organization to become more than 13.8% by
offering more than 20.56 lakh unit bikes in 2016.
Yamaha
Recording an unprecedented progression of 44.17 percent for Walk 2016,
India Yamaha Motor has enlisted offers of 60,032 units as against 41,640
units sold off in Walk a year earlier. The affiliation says that bikes
(fundamentally the Fascino represent) and the 150cc FZ game-plan portfolio
are the standard supporters of its making volumes over the family locale.
Royal Enfield
Recording a pivotal turning point in its history, Famous Enfield has announced
aggregate adjacent offers of 50,059 units amidst Walk 2016 as against offers
of 32,854 units in Walk 2015, hence choosing a year-on-year progression of
52.37% in the family show off.
It has additionally recorded headway in its confirmations, which remained at

1,261 units consistently back, up by 52.85%. It had passed on 825 units in
Walk 2015. The affiliation's aggregate game plans including trades remained
at a solid 51,321 units amidst Walk 2016 – its most vital ever deals in a
month.

MOTORS
Market Share
BRAND MARKET SHARE IN 2017
HONDA 27%
TVS 13%
YAMAHA 4.50%
BAJAJ 11%
HERO 36%
SUZUKI 2%
PEST Analysis
Political Factors
 Political impacts makes the officeholders increase positive courses of
action from the congregations making it difficult to possibility to prevail
there by pieces to segment high
 Allowing the modified endorsing for remote meander with no base
hypothesis criteria
 Indian government auto approach went for advancing and intergrated
sort out and conductive headway of the Indian vehicle industry
Economic Factors
 In this factor the advance expense which is impact on an organization's
cost of capital and it may effect on business.
 Exchange rate affects on the conveying items, supply and cost of
imported stock.
 These factor which effect on the obtaining vitality of potential
customers as the capacity to buy the thing.
Social Factors
 Since changed lifestyle of people, prompts extended purchase of autos
so auto portion have a broad customer base to serve.
 Growth in urbanization, fourth greatest economy by (ppp) procuring
power uniformity.
 Fuel capable.
Technological Factors
 New innovation
 Best fuel economy of transport
 Few global companies set up R&D centers in India.

MOTORS
Chapter- 2
Company Profile
General profile of the organization
Background of the company

Beginnings 1955
The bike division of Yamaha was set up in 1955, and was going by Genichi
Kawakami. Yamaha's key thing was a 125cc two-cycle, single barrel cruiser,
the YA-1, which was a duplicate of the German DKW RT125
Yamaha started battling for the most part in 1956 when they entered the
Catalina Great Prix, again with the YA-1, at which they put 6th. The YA-1 was
trailed by the YA-2 of 1957, another 125cc two stroke, however with in a
general sense enhanced edge and suspension.[7] The YD-1 of 1957 was a
250cc two-stroke twin chamber bike, looking like the YA-2, yet with a more
prominent and all the more excellent engine.
Success and growth in 1960s
In 1968 Yamaha moved their basic four-stroke cruiser, the XS-1. The
Yamaha XS-1 was a 650cc four-stroke twin, a more prominent and all the
more extraordinary machine that paralleled the dislodging and execution of
the obvious English bicycles of the time, for example, the Triumph Bonneville
and BSA Gold Star. Yamaha proceeded with both the two-stroke line and
four-stroke twins in the midst of a period that other Japanese producers were
coherently moving to four chamber four-stroke machines, a case drove by
Honda in 1969 with the astonishing CB-750 four-stroke four-barrel cycle.
The four stroke era start in 1970s
The XS-750 a 750cc triple barrel machine with shaft last drive was shown for
all intents and purposes seven years after Honda's achievement bicycle.
Yamaha's fundamental four-chamber appear, the XS-1100 followed in 1978,
again with shaft drive. Notwithstanding being heavier and more passing by
focused than its adversaries it passed on a marvelous plan of triumphs in
span dashing.
The 1970s additionally watched a piece of the central devoted cruel region
bicycles for offensive scene dashing and redirection. Yamaha was an early
pioneer in soil bicycle improvement, and presented the fundamental single-
stun raise suspension

MOTORS
The 1980s: Diversification and innovation

By 1980 the mix of purchaser incline and natural heading made four
strokes coherently standard. Suzuki finished age of their GT two stroke
strategy, including the pioneer water-cooled two-stroke 750cc GT-750 out of
1977. Kawasaki, who had imperative accomplishment all through the 1970s
with their two-stroke triples of 250cc, 350cc, 500cc and 750cc finished time of
street going two strokes in 1980. Yamaha evaded this illustration and kept
refining and offer two-strokes for the road into the 1980s. These bicycles were
execution orchestrated, water-cooled twin barrel machines, proposed to
satisfy extraordinary execution manhandling the lower weight of two strokes.
The RZ-250 of 1980 was the antecedent of this game-plan. The RZ-350, the
best departure show up, was a famous speedster bicycle of the 1980s and
kept being sold in two or three nations into the mid1990s.
The 2000s:Expansion and consolidation

In 2007, Yamaha built up the Philippine operations and conveys
Yamaha cruisers under the corporate name of Yamaha Motor Philippines,
Inc., one of more than 20 overall auxiliaries working on all mainlands
HISTORY OF THE YAMAHA

 1955: Yamaha helped to establish by the Hiroyyki Yang at Iwata.
 1950: Second model was prepared to generation.
 1957: First generation of 250cc YCI.
 1959: Yamaha built up the primary Japan creator to undertaking into
intercontinental race field.
 1961: Yamaha universal organization started exchange cruisers.
 1971: The S12433 High execution snow versatile was presented.
 1976: The incredible KET 500 was acquainted with 5 marks.
 1978: the four barrel shaft driven + S 1100 is displayed.
 1985: the real creation 5 valve for every chamber motor is declared on
the F 2750.
 1989: THE FZ R750R homologation uncommon test GSX Rs 750 Sport
bicycle amazingness.
 1999: The Y2F-126 is presented .
 2009: YAMHA Fazes bicycle presented.
 2008: YAMAHA Sz BIKE INTRODUCE.
 2010: YAMAHA SZ bicycle present .

MOTORS
 2005: YAMAHA YBR bicycle was launched.

 2006: YAMAHA core bicycle was launched.
 2014: YAMAHA Alpha bikes was launched.
 2015: YAMAHA Ray bikes was launched.
YAMAHA VISION
We will establish YAMAHA as the "exclusive & trusted brand" of
customers by "creating Kando" (touching their hearts) - the first time and
every time with world class products & services delivered by people having
"passion for customers".
YAMAHA MISSION
“Be the Exclusive & Trusted Brand renowned for marketing and
manufacturing of YAMAHA products, focusing on serving our customer where
we can build long term relationships by raising their lifestyle through
performance excellence, proactive design & innovative technology. Our
innovative solutions will always exceed the changing needs of our customers
and provide value added vehicles”.
QUALITY POLICY
Quality policy measurement how the quality were improve or howthe qualities
was maintain that is called a quality policy .
 Prompt service
 Timely service
 Error free processes
 Employee Development
 Trained the employees
 Good service to customers
 Give true information to the customers
 Transparent dealing with the customer
INFRASTRUCURE FACILITY
 The Yamaha organization have the great framework offices in India in
 Yamaha will give a decent administration and furthermore great
fulfilment to the clients

MOTORS
 organization have the make an exploration about new inventive

thoughts and furthermore building up the foundation offices in
showrooms .
 All around in India 1100 have take dealership in Yamaha
 every one of the merchants of Yamaha giving a decent support of the
clients. And furthermore give accessibility save parts in showroom.
AWARDS
2016
 Auto X : Best of 2015.
 CNBC TV-18 OVERDRIVE AWARDS 2016 : Motorcycle of the Year.
 NDTV Car and Bike Awards 2016 : Motorcycle of the Year up to
500CC.
 INDIA SUPERBIKE AWARDS 2015 : Bike of the Year in Entry Sport
Category.
 IMOTY AWARDS 2016 : Motorcycle of the Year.
 Auto AND BIKE AWARDS 2016 : Bike of the Year.
 BBC TOP GEAR AWARDS 2016 : Entry Level Sports Bike of the
Year.
 ZIG WHEELS AWARDS 2016 : Entry Level Performance Bike of the
Year.
 ZEEGNITION AWARDS 2016 : Bike of the Year.
 Motoring Awards 2016 : Bike of the Year.
 Gaadiwaadi.com Awards 2016 : Premium Bike of the Year .
 Engine Vikatan Awards 2016 : Bike of the Year
 YZF-R1M India Superbike Awards 2016,Flywheel Auto Awards 2016
YZF-R1.
 Red Dot Award - Good Design Award
Saluto 125
 Flywheel Auto Awards 2016
 India Design Award by India Design Mark (I Mark)
Fascino
 Motoring Awards 2016 : Scooter of the Year
 India Design Award by India Design Mark (I Mark)

MOTORS
2015
 Yamaha Alpha "Scooter of the year by bike India Awards 2015
2013
 Scooter of the year by NDTV car & bike awards 2013
2012
 Scooter of the year by BBC Top gear Magazine awards 2012.
 Two Wheeler Manufacturer Of The Year" at the NDTV Car & Bike
Awards 2012.
 Bike variant of the Year" by Bike India Awards 2012 for R15 Version
2.0
 Best Styling" from Auto India Best Brand Award 2012
 Best Quality" from Auto India Best Brand Award 2012

MOTORS
Product Profile
1. Major products for Yamaha
RAY
FASCINO

MOTORS
SALUTO
FZ
R15

MOTORS
Features of the Product
FZ Engine
Engine Type 4 stroke 1 air cooled , SOHC, 2 valve
Displacement 149 cc
Max. output 9.7 kw 131.ps / 8000 rpm
Max Torque 12.8 N m (13 Kg pm) / 6000 rpm
Starting method Electric
Lubrictin type Force feed lubrication wet sump
Fuel supply Fuel injection
Clutch type Wet multiple disc
Transmission type Constant mesh 5 Speed
Cylinder layout Single cylinder
Battery 12v, 4.AH (10 AH) sealed type
Colors
 Spark Green
 Track White
 Rearing Red

MOTORS
R15 ENGINE
Engine Type 4 stroke 1 Liquiedooled ,
Displacement 149 cc
Max. Output 17 pm / 8500 rpm
Max Torque 15 N m 7500 rpm
Starting method Electric
Lubricating type wet sump
Transmission type Return type 6 speed
Battery 12v, 3.5.AH (10 AH) sealed type
Colours
 Track White
 Rearing Red
 Spark Green
 Streaking Cyan
 GP Blue
 Invincible black

MOTORS
SALUTO ENGINE
Engine Type 4 stroke 1 Air cooled ,
Displacement 125 cc
Max. Output 6.1 KV
Max Torque 10.1
Starting method Electric and Kick
Battery 12v, .AH (10 RH) sealed type
Trail 26 Degree
Colors
 Victory Red
 Brave Block

MOTORS
RAY ENGINE
Displacement 130cc
Max. Output 7.1 PS 7000 rpm
Max Torque 8.1 mm 5000 rpm
Clutch type Dry
Battery 12v, .5 AH (10 RH) sealed type
Colour
 Red Rave
 Black Lighting
 Blue Streek
 Cyan Splash

MOTORS
Fascino Engine
Displacement 113 cc
Max. output 8.1mm 5000 rpm
Max Torque 7 ps 7500 rpm
Clutch type Dry
Battery 12v, .5 AH (10 RH) sealed type
Colour
 Sassy Cyan
 Rough Red
 Tuxe Black
 Haute White
 Co colbalt

MOTORS
Major competitors for various products
Yamaha Products Compitators
Ray Honda Activai, Vespa VX
Fascino Honda Activa 3G, TVS Scooty Zest 110
Saluto Hero Glamour, Honda Dream Yuga, Bajaj

Discover 125M
FZ Honda CB Hornet 160R ,Suzuki Gixxer, TVS

Apache 160
R15 Honda CBR 150R, Pulsar 200SS, Suzuki GSX

R150

MOTORS
CHAPTER 3
The McKinsey 7-S Framework
The McKinsey 7-S display includes seven reliant variables which are
classified as either "Hard" or "Soft" components:
Hard Elements Soft Elements
Strategy Shared Values

Structure Skills
Systems Style and Staff
"Hard" components are simpler to characterize or recognize and

administration can specifically impact them: These are methodology
proclamations; association diagrams and detailing lines; and formal
procedures and IT frameworks.
"Soft" components, then again, can be more hard to depict, and are not so
much unmistakable but rather more affected by culture. Be that as it may,
these delicate components are as essential as the hard components if the
association will be fruitful.

MOTORS
1. STRUCTURE
Organisational structure

MOTORS
2. STRATEGY
Yamaha is more popular brand of the global automobile
companies. It undertaken to know the present operational strategies
and measures of suitable of the strategy. The major needs of strategic
are
 Corporate strategic “its main objective to set long term goals with
different ways and capacity of the entire organization.
 Business strategic “business strategies aim on business unit and
competition with organization and makes relationship with them.
 Functional strategic “the main function of this organization like finance,
operation, marketing and other functions.
3. SKILLS
In Yamaha motorcycle and scooters manufacturing company .they
must required skill those are
 Power interpersonal skill required.
 Good work with the team members.
 Excellent organization and communication skill.
 Ability to identify skill, interest of candidates
 Able to face and handle the queries on phone
 Work with high level of energetic
 Should be spent the time for organization work.
 Good knowledge in ms- office and internet

MOTORS
4. STAFF
DIRECTOR 1
SALES MANGER 1
BRANCH MANGER 1
STAFF 20
ADMINISTRATIVE DEPARTMENT 5
SERVICE LABOUR 30
CLEANING STAFF 2
TOTAL EMPLYOEES 60
5. STYLES
In the Yamaha motors they follow some styles like
 Participative style: where the employees are going to
participate and they are also given a chance to speak their mind
and suggest their ideas which benefits the organization as well
as employees for achievements of the organizational objectives.
 Leadership style: it could be an autocratic style, the selection
of type of styles depends on how an organization decides to
achieve its goals.
6. SYSTEM
A system is process and course that can be show how
organization operates on the regular basis for example (capital
budgeting system, information system, manufacturing process, quality
control system and performances measurement system).Formal and
informal method that maintain the strategy and structure (system are
more controlling than they are specified tribute).

MOTORS
7. SHARED VALUES
Successful set of value are incorporated and promoted. The value that
leave ahead of but usually include.Statement of goal and objective in
determining a firm’s destiny. These values are shared by most of the people
in the organization. Guiding concept among the employees must be simple
and an ahead must not be easy understood. Qualities are standard by which
an organization is known all through its business zone. Some of the qualities
must be clearly expressed as both corporate target and people.

MOTORS
SWOT ANALYSIS
STRENGTHS
 The progressing and arrangement of the things is novel and

bewildering
 Employees who are there in association they are talented and capable
delegates, which help in boosting of the association.
 This motor association has masterminded the bicycle to share in the
diversions events like MotoGP, World Superbike and grabbed its
popularity among the all inclusive community.
WEAKNESS
 The bikes and bikes of this affiliation are truly to an incredible degree
over the top.
 Poor spread channel
 Lack of widened thing portfolio
OPPORTUNITIES
 Export openings
 Double digit improvement in the bicycle adjusted industry
 First mover advantage in sports premium bikes
THREATHS
 High contention in the market

 Rise in the rough materials things
 Increase in excitement for finance

MOTORS
CHAPTER 4
LITERATURE REVIEW
HARSHA V.VARMA :Hestated that in services ,quality is not objective until

it is perceived , quality in services is depend on customers judgement of
superiority on intangible dimensions
CHIRSTOPHER LOVELOCK & JOHENWIRTZ: Theyexplained the

interrelations between services quality & service productivity. A key challenge
for any service business is to deliver satisfactory results to its customers in
ways that are cost effective for the company.
ZEITHAML AND BERRY: They listed ten determinants of service quality

which further regrouped into five dimensions: tangibles assurance, reliability ,
responsiveness & empathy in the in the process of evaluation of customer
perception .

MOTORS
RESEARCH DESIGN
Introduction
An examination arrangement is technique and framework for getting

information anticipated that would handle the issue . An investigation design is
just the major course of action that assistants in data collection and
examination .it decide the kind of information to be assembled by which
source and data gathering strategy , extraordinary research setup will ensure
that the data
An examination setup is a course of action of conditions of aggregation and

examination of data particularly that way to merge relevance to the
investigation reason economy particularly reason..
Meaning of Reseach design
An investigation design is canny and methodical course of action

organized planning an examination consider .it decide the objective of the
examination , the approach and frameworks to grasp for fulfilling the objective.
Definition
According to Claire selltiz-A research design is the arrangement of

condction for collection and analysis of data in a manner that aims to combine
relevance to the research purpose with economy in procedure’.
Importance of Research design
1.It helps to the suitable approach for collection of information from

respondent and that information can be easily analysed.
2.It is plan for specify the source and what type of information relevant ti the
particular problem.
Statement of the problem
The study comprises the perception of the customers towards the Yamaha
motors .The study helps to know the customer perception about the after
sales services through the collection of information from the respondents on
the pattern of usage & preference .
Title of the Study
“A Study on Consumer Perception towards Yamaha Motars”.

MOTORS
Objectives of the study
The present study is conducted in order to:
 To identify the different factors that influenced the customer to buy

Yamaha motors.
 To know the respondents opinion on the performance of their vehicle.
 To understand the customers level of satisfaction with regard to
Yamaha motors in tumkuru city.
 To get feedback on what consumer expects on Yamaha.
 To find the problem faced by the consumers with the Yamaha two
wheelers.
 To bring the suggestions about Yamaha two wheeler
Sampling Size
I have selected sample survey of 80 defendants those who come for the
service of their bikes in Yamaha showroom
Research Instrument
Questionnaire was the only research instrument used for accumulating the
primary data the questionnaire was prepared by sequencing the questions to
procure more facts and enhance awareness
Sources of Data Collection
Data can be classified in terms of its nature design sources
1.Primary data
The primary data which is used to be collected originally ,or fresh data the
entire scheme of the plan starting with the definition of various terms used ,
units and it should be published on companies web sites
The primary data include the various types like the survey method selected
and questionnaire are used as instruments
2.Secondary data
The secondary data is agency who published or releases for use by others
the data which was not originally collected and processed by it.
Scope of the study
 The study will bring out the range of the customer perception level of
Yamaha Motors after sales

MOTORS
 The study resolves the limitation at the present and future strategies to
sell its bikes and get maximum profit
 The study will bring out the different feedback and difficult faced by the
customers by after sales services
Limitation of the Study
 The study is only restricted to tumkuru city

 Restricted period for the research
 Few respondent made assumption
 The study & decision used as per my knowledge of the concerned
subject .

MOTORS
CHAPTER 5
GENERAL INTRODUCTION
PERCEPTION
Perception is the organizing, identification & interpretation of sensory

information in order to represent &understand the environment . All
perception involves signals in nervous system which in turn result from
physical or chemical stimulation of sense organs
Ex: smell is mediated by odor molecules & hearing involves waves, Vision
involves the light striking the retina of the eye after sales service.
DEFINITION
Perception can be defined as the constant or as necessary care or

repair of equipment by its manufactures or dealers, during & after a warranty
period. It refers to all measures of marketing , which are taken from
manufactures & retailers in order for positive business transaction for their
own products & required them to their own services.After sales boosts
repetitive purchases increase customer fulfilment & ensure long term
customer loyalty. After sales service includes various activities to find out
whether the customer is satisfied with the product or not.

MOTORS
DATA ANALYSIS AND INTERPRETATION

The data analysis refers to the researcher generating the information by
analysing the data after its collection .the data analysis is usually include the
reducing the accumulated data to the manageable size , developing the
summaries looking parttern and applying the statistical techniques.
1.Do you own Yamaha Bike?
Particulars Percentage of
Respondents
Yes 71.25
No 28.75
Percentage%
No
29%
Yes
71%
Analysis
The Table showing that most of the respondents owned the Yamaha bike
Interpretation
The graph shows that 71% of the respondents owned Yamaha bike and 29%
respondents not owned.

MOTORS
2) Which model of Yamaha do you own?
Bike Models Percentage of

Respondents
R15 31.25
Fz 18.75
Ray 17.5
Fascino 20.8
Percentage of Bike models
Fascino R15
24% 35%
Ray
20%
Fz
21%
Analysis
The table shows that majority of the people owned R15 and very low
respondents owned ray
Interpretation
The above graph shows 24%of respondents owned fascino,35%of R15, 21%
of fz and 20% of ray

MOTORS
3. Have you experienced breakdown in Yamaha bike?
Breakdown Percentage of
experienced Respondents
Very often 17.5
Often 16
rarely 33.75
Not at all 15.2
% of respondents
Not at all Very often

19% 21%
Often
19%
rarely
41%
Analysis
Table showing 21%respondents are facing breakdown of their bike very often
,19% respondents are experiencing quite often& finally 41% of respondents
are rarely facing any breakdowns & another 19% not experienced any
breakdown.
Interpretation
The above graph shows more number of respondents are rarely experienced
breakdowns.

MOTORS
4.Have you approach the service dealer for checking of your bike?
Particulars Percentageof
respondents
Yes 81.25
No 18.75
% of respondents
no
19%
yes
81%
Analysis
Table showing that 81%of respondents approach to the service dealers for
checking of their bikes and remaining 19% of them doesn’t approach the
service dealer
Interpretation
From the above graph it is clear 81% of respondents approaches the service
dealer for checking of their bikes and 19% of respondents doesn’t approach a
service dealers for checking of their bikes

MOTORS
5. How easy was it to contact the service department?
respondents
Very easy 21.25
Easy 31.25
Difficult 25
Very difficult 22.5
% of respondents
Very difficult Very easy

23% 21%
Difficult
easy
25%
31%
Analysis
Table showing that 21%of respondents find it very easy to a contact to the
service department ,31% of respondents found it easy , 25% of them found it
difficult and 23% of respondent found it very difficult to contact with service
department
Interpretation
Above graph shows that most of respondents 31% of them found it easy to
contact

MOTORS
6. How helpful were the service advisors in dealing with your enquiry ?
respondents
Very helpful 18.75
Helpful 56.25
Unhelpful 13.75
Very unhelpful 11.25
% of respondents
Very unhelpful
11%
unhelpful Very helpful

14% 19%
helpful
56%
Analysis
Table showing that 19% of respondents found it very helpful ,56% of

respondents found it helpful and 14% & 11% of respondents found it unhelpful
and very unhelpful respectively
Interpretation
From the above graph its clear that majority of the 56% respondents found it
helpful in out of 100% and 14% of them found it unhelpful

MOTORS
7. In what way Yamaha bikes are suitable to you?
respondents
Engine capacity 21.25
Mileage 16.25
Style 28.75
Comfort 23.75
Affordable 10
%of respondents
Affordable
10% Engine capacity
21%
Comfort
24%
Millage
16%
Style
29%
Analysis
The above table shows 29% of style of respondents suitable in Yamaha bikes
Interpretation
The graph shows that in Yamaha bikes as per respondents is suitable 29% of
style ,16% of mileage ,21% of capacity ,10% of affordable and 24% of
comfort

MOTORS
8. While comparing with other bike the models of Yamaha bike is
respondents
Good 25
Need to improve 31.25
Can’t say 43.75
% of respondents
Good
25%
Cant say
44%
Need to
improve
31%
Analysis
As per respondents the above table shows the models of Yamaha is majority
respond 43.75% of cant say
Interpretation
The above graph shows that 44% of cantsay , 31% of need to improve and
25% of good if compare to other bike

MOTORS
9. What you feel while riding the Yamaha bike?
Respondents
Highly satisfied 16.25
Satisfied 32.5
Average 26.25
Highly average 18.75
Dissatisfied 6.25
Dissatisfied
6% % of respondents
Highly satisfied
Highly average 16%
19%
Satisfied
Average 33%
26%
Analysis
The table tells that highly average is 19% ,average is 26%,satisfied is 33%
,highly satisfied is 16% and dissatisfied is 6%
Interpretation
The above graph shows that while riding Yamaha bike most of respondents
responded 33% of satisfied .

MOTORS
10. Do you think Yamaha bikes are widely available in the market?
respondents
Yes 68.75
No 12.5
Mostly 18.75
% of respondents
Mostly
19%
No
12%
Yes
69%
Analysis
The table tells that 69% of yes for the Yamaha bikes are widely available in
market.
Interpretation
The above graph shows that yes is 69%, no is 12%, mostly is 19% for the
Yamaha bikes are widely available in market

MOTORS
11. After test ride, what do you feel about the driving comfort of Yamaha
bikes?
Respondents % of respondents
Excellent 25
Good 33.75
Average 31.75
Poor 10
% of respondents
Poor
10% Excellent
25%
Average
32%
Good
33%
Analysis
The table tells that most of respondents respond 33% of good ,32% of
average,10% of poor and 25% of excellent.
Interpretation
As per the respondents the above graph shows that most of the people felt
good 33% out of 100%

MOTORS
12. For what purpose you think Yamaha bikes are usefull?
Respondents % of respondents
Official 21.25
Household 25
Business 26.25
Other 27.5
% of respondents
other Official
28% 21%
Household
25%
Business
26%
Analysis
The table shows that Yamaha bikes is useful as per respondents business is
26%,other is 28%, official is 21% and household is 25%.
Interpretation
The above table shows that purpose of Yamaha bikes is useful for
respondents felt business is 26% ,other is 28% ,official is 21% and household
is 25%

MOTORS
13. Which attribute do you like the most in Yamaha bike?
respondents
Luggage space 22.5
Fuel efficiency 25
Pick up 37.5
Resale value 15
% of respondents
Resale value
15%
Luggage space
22%
Pick up Fuel efficiency

38% 25%
Analysis
As per respondents the above table shows that the attribute which like most in
Yamaha bikes, resale value is 15% luggage space is 22% fuel efficiency is
25% pick up is 38%.
Interpretation
The above graph shows that 15% of respondents felt for resale value,22% of
respondents felt for luggage space ,25% of respondents felt for fuel efficiency
and 38% of respondents felt that for pick up

MOTORS
14. In your purchasing decision affected by brand name of the bikes?
Respondents
Yes 62.5
No 37.5
% of respondents
No
38%
Yes
62%
Analysis
The above table shows that as per respondents felt that for the purchasing
decision brand name is affected 38% of and 62% of yes
Interpretation
The above graph shows that 38% of respondents felt no and 62% of
respondents felt that yes

MOTORS
15. Did the showroom people explained you about the features and price in
detail
Respondents
Yes 87.5
No 12.5
% of respondents
No
13%
Yes
87%
Analysis
The above table shows that the showroom people explained about the
features and price in detail the respondents felt that 13% is no and
87% is yes.
Interpretation
The above graph shows that 13% of respondents felt no and 87% of
respondents felt that yes.

MOTORS
16. How do you feel about the breaking system, safety features and storage
space of Yamaha bikes?
Respondents
Excellent 25
Good 33.75
Average 31.25
Poor 10
% of respondents
Poor
10% Excellent
25%
Average
31%
Good
34%
Analysis
The above table tells that excellent is 25% , good is 34%, average is 31% and
poor 10%.
Interpretation
The above graph shows respondents felt that breaking system and safety
features of Yamaha is 10% of poor , 25% of excellent , 34% of good ,31% of
average

MOTORS
17. Is the price of Yamaha bikes accessable for a common man to make a
purchase ?
Respondents
Yes 68.75
No 31.25
% of respondents
No
31%
Yes
69%
Analysis
The above table shows that as per respondents felt that 69% of Yes and 31%
of No
Interpretation
As per respondents the above graph tells that 69% of yes and 31% of No

MOTORS
18. According to you, which ,made of advertisement is best suited for

promoting Yamaha bikes?
respondents
Newspaper 28.75
Tv Commercials 42.5
Business magazines 28.75
Business
Newspaper
magazines
29%
29%
Tv Commercials
42%
Analysis
Above table shows as per respondents the promoted Yamaha bikes

newspaper 28.75% Tv commercials 42.5% business magazines 28.75%
Interpretation
Above graph shows the more promoted for Yamaha bikes in Tv commercials
42% ,29% of business magazines and 29% of newspaper

MOTORS
19. How well informed were you vehicle was in repair/service?
Respondents
Very well informed 28.75
Well informed 37.5
Poorly informed 25
Very poorly informed 2.5
Very poorly
informed
2%
Very well
Poorly informed informed
27% 31%
Well informed
40%
Analysis
From the above table out of 80 respondents 30respondents are well informed
and 25 of respondents were poorly informed.
Interpretation
Above graph stated that 40% of respondents were well informed and another
27% of respondents were poorly informed about the progress of their
service/repair.

MOTORS
20.What is your opinion about the availability of spare parts ?
respondents
Excellent 23.75
Satisfied 32.5
Average 37.5
Not satisfied 6.25
% of respondents
Not satisfied
6%
Excellent
24%
Average
38%
Satisfied
32%
Analysis
Above the graph out of 80 respondents 26 respondents are satisfied with the
availability of spare parts ,19 respondents felt excellent ,30 respondents felt
average and 5 respondents felt not satisfied
Interpretation
Above graph shows that 32% of respondents are satisfied ,24% of them felt
excellent , 38% of them are felt average and 6% of them are not satisfied

MOTORS
21. Do you feel the service charges were reasonable ?
Respondents
Very good 21.25
Good 35
Fair 36.25
Poor 7.5
% of respondents
Poor
Very good
8%
21%
Fair
36%
Good
35%
Analysis
Above table reveals that 36% of respondents felt the price was fair,35% of
them felt good , 21% of them felt very good and 8% of the respondents felt
poor with the price of service charges.
Interpretation
Above graph shows that 36% opinion of respondents fair price of service
charged and least is 8% of respondents felt that price charged for service is
poor.

MOTORS
22. How convenience are you when the vehicle delivered as per the allotted
time?
Respondents
Very convenience 37.5
Convenience 33.75
Not convenience 16.8
Disappointed 2.5
% of respondents
Disappointed
3%
Not Very
convenience convenience
19% 41%
Convenience
37%
Analysis
Above table shows that 19% of respondents were not convenience towards
the allotted time of the vehicle delivery ,3% of them disappointed ,37% of
them convenience and 41% of the respondents were very convenience
Interpretation
Graph shows that the 19% of respondents are not convenience towards the
vehicle delivered as per the allotted time and 41%of them very convenience

MOTORS
CHAPTER 6
FINDINGS, SUGGESTIONS AND CONCLUSION
FINDINGS
 It is institute that 16% of respondents are often found the breakdown in

the bike
 It is institute that 81% of respondents approach service dealers
 It is institute that 31% of respondents found it easy to contact to service
department
 It is institute that 56% of respondents found it helpful from services
dealers in dealing with the enquires
 It is institute that 27% of respondents are poorly informed while their
vehicle war repair
 It is institute that 37% of respondents are average with availability of
spare parts
 It is institute that 36% of respondents felt the service charges were fair
 It is institute that 33% of respondents were convenience towards
allotted time of vehicle delivery
SUGGESTIONS
 Themanagement should make sure that customers vehicle deliveries at

allotted time & avoid misconvenience
 The service department must informed frequently while the customers
vehicle in the repair/service
 The management should improve in handling the customers enquiries.

MOTORS
CONCLUSION
The research exhibits that the customer that the customer is a

continuous job for the distributors to know the daily modifications,attachment.
Customer optimistic trust should be the only objectives in these days.
Affording the assessments of the customers in this study will helps the
dealers,management & other distributor by improving their delivery time
&expand their service centres to advance In my point of view the customers
showed frequently affirmative view with
Services which extracted by them about the quality of service, accessibility of

new spare parts & helped them to endorse to others. And also Yamaha must
improve in certain places with handling queries ,informing the customers
frequently
It is clear that Yamaha checks at the complaints recorded by their customers

on consistent basis to maintain its brand value and entire Yamaha owner are
passionate Yamaha admires

MOTORS
BIBLOGRAPHY
Books
1 Marketing management -Philip Kotler
2 survey research methods -Charles Babble
Websites
Www.Wikipedia.com
Www.yamahamotocycles.com
www.yamahamotors.com

MOTORS
QUESTIONNAIRES
Dear Respondent
I am KISHORE S (1SI16MBA27), MBA student of “SIDDAGANGA INSTITUTE OF

TECHNOLOGY” I have undertaken a project “A STUDY ON CUSTOMER PERCEPTION
TOWARDS YAMAHA MOTORS”. The information collected as part of the study will be
used for project purpose only.
1) Do you own Yamaha Bike?
a) Yes b) No
2) Which model of Yamaha do you own?
a) R15 b) Fz c) Ray d) Fascino
3) Have you experienced breakdown in Yamaha Bike?
a) Very Often b)Often c)Rarely d) Not at all
4) Have you approach the service dealer for checking of your bike
a) Yes b) No
5) How easy was it to contact the service department?
a) Very easy b) Easy c) Difficult d) Very difficult
6) How helpful were the service advisors in dealing with your enquiry?
a) Very helpful b) Helpful c) Unhelpful d) Very unhelpful
7) In what way Yamaha bikes are suitable to you?
a) Engine Capacity b) Millage c) Style d) Comfort e)Affordable
8) While comparing with other bike the models of Yamaha bike is
a) Good b) Need to improve c) Cant say

MOTORS
9) What you feel while riding the Yamaha bike?
a) Highly satisfied b) Satisfied c) Average
d) Highly average e) Dissatisfied
10) Do you think Yamaha bikes are widely available in the market
a) yes b)No c) Mostly
11) After test ride, What do you feel about the driving comfort of Yamaha bikes?
a) Excellent b) Good c) Average d) Poor
12) For what purpose you think yamaha bikes are useful?
a) Official b) Household c) Business d) Other 13) Which attribute do you like the most
in yamaha bike?
a) Luggage Space b) Fuel Efficiency c) Pick up d) Resale Value
14) In your Purchasing decision affected by brand name of the bike?
a) Yes b) No
15) Did the showroom people explained you about the features and price in detail
a) Yes b) No
16) How do you feel about the breaking system, safety features and storage space of
Yamah bikes?
a) Excellent b) Good c) Average d) Poor
17) Is the price of Yamaha bikes accessable for a common man to make a purchase?
a) Yes b) No
18) According to you, which made of advertisement is best suited for promoting
Yamaha bikes? a) Newspaper b) Tv commercials c) Business Magazines
19) How well informed were you of progress while your vehicle was in repair/Service
a) Very well informed b) Well informed
c) Poorly informed d) Very poorly informed

MOTORS
20) What is your opinion about the availability of spare parts?

a) Excellent b) Satisfied c) Average d) Not Satisfied
21) Do you feel the service charges were reasonable
a) Very good b) Good c) Fair d) Poor
22) How convenience are you when the vehicle delivered as per the allotted tIme?
a) Very convenience b) Convenience
c) Not convenience d) Disappointed
23) Following your service experience how likely you recommend HSR services to a
friend or Colleague?
a) Very Likely b) likely c) Unlikely d) Very unlikely
24) Do you like to give any suggestions to the “Yamaha Dealers”?
Personal Data
NAME
AGE
GENDER MALE[ ] FEMALE[ ]
OCCUPATION
MOBILE NO
SIGNATURE:

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A STUDY ON CUSTOMER PERCEPTION TOWARDS YAMAHA

History of the Industry

SIT PGDMS & RC ,TUMKUR Page 1

On the aggregate courses of action front, the affiliation revealed offers of

SIT PGDMS & RC ,TUMKUR Page 2

It has additionally recorded headway in its confirmations, which remained at

SIT PGDMS & RC ,TUMKUR Page 3

SIT PGDMS & RC ,TUMKUR Page 4

Background of the company

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The 1980s: Diversification and innovation

The 2000s:Expansion and consolidation

HISTORY OF THE YAMAHA

SIT PGDMS & RC ,TUMKUR Page 6

 2005: YAMAHA YBR bicycle was launched.

SIT PGDMS & RC ,TUMKUR Page 7

 organization have the make an exploration about new inventive

SIT PGDMS & RC ,TUMKUR Page 8

SIT PGDMS & RC ,TUMKUR Page 9

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SIT PGDMS & RC ,TUMKUR Page 11

Features of the Product

Engine Type 4 stroke 1 air cooled , SOHC, 2 valve

Max. output 9.7 kw 131.ps / 8000 rpm

Max Torque 12.8 N m (13 Kg pm) / 6000 rpm

Starting method Electric

Lubrictin type Force feed lubrication wet sump

Fuel supply Fuel injection

Clutch type Wet multiple disc

Transmission type Constant mesh 5 Speed

Cylinder layout Single cylinder

Battery 12v, 4.AH (10 AH) sealed type

SIT PGDMS & RC ,TUMKUR Page 12

Engine Type 4 stroke 1 Liquiedooled ,

Max. Output 17 pm / 8500 rpm

Max Torque 15 N m 7500 rpm

Starting method Electric

Lubricating type wet sump

Fuel supply Fuel injection

Clutch type Wet multiple disc

Transmission type Return type 6 speed

Battery 12v, 3.5.AH (10 AH) sealed type

SIT PGDMS & RC ,TUMKUR Page 13

Max. Output 6.1 KV

Max Torque 10.1

Starting method Electric and Kick

Lubricating type wet sump

Fuel supply Fuel injection

Clutch type Wet multiple disc

Battery 12v, .AH (10 RH) sealed type

SIT PGDMS & RC ,TUMKUR Page 14

Max. Output 7.1 PS 7000 rpm

Max Torque 8.1 mm 5000 rpm

Starting method Electric and Kick

Lubricating type wet sump

Fuel supply Fuel injection

Clutch type Dry

Battery 12v, .5 AH (10 RH) sealed type

SIT PGDMS & RC ,TUMKUR Page 15