A STUDY ON CUSTOMER SATISFACTION AT ROYAL

ENFIELD MOTORS PVT LTD 1YANNAM SUNIL REDDY,

2Dr.SRI KRISHNA

1MBA Student,

2 Professor

DEPT OF MBA

MALLA REDDY INSTITUTE OF ENGINEERING AND TECHNOLOGY MAISAMMAGUDA,

SECUNDERABAD.

ABSTRACT: The main purpose and goal of the

study is to enquire about the customer gratification

of Marti cars and to know the fulfillment levels in

opinion, perception and attitude of consumers using

Maruti Cars. The analysis of customer level

satisfaction is done towards vehicles price, mileage,

spare parts availability, and maintenance cost. The

satisfaction of the customer depends on the

performance of the product’s delivery. If the

performance of the product goes low then the

customers will be disappointed. If the performance

reaches its expectation level, the buyer will be

satisfied. If the performance is more than what is

expected the buyer is delighted. The exploration

information gathered can be called main and

secondary data. The primary data is gathered by

questionnaire mode. The sample size of studies is

100. The exploration provides customer satisfaction

data on Marti cars due to variables such as

availability of spare parts, service provided at the

service station, low maintenance costs, and lower

car price compared to other brands on the market.

Ultimately, clients are looking for the excellent

Marti pickup cars. We can therefore conclude that

the firm must focus on fuel-efficient and appealing

design vehicles in order to attract all age groups. Of

the 100 replies, 83 percent are happy with the

quality of the maruti cars is good and 17 percent

feel the general output of the Maruti cars is

outstanding.

I. INTRODUCTION:

Showcasing is the way toward performing

statistical surveying, selling items as well as

administrations to clients and elevating them by

means of publicizing to further upgrade deals. It

produces the methodology that underlies deals

systems, business correspondence, and business

improvements. It is an incorporated procedure

through which organizations manufacture solid

client connections and make an incentive for their

clients and for themselves.

Promoting is utilized to distinguish the

client, to fulfill the client, and to keep the client.

With the client as the focal point of its exercises, it

tends to be inferred that showcasing the board is

one of the real segments of business the board. The

term advertising idea holds that accomplishing

authoritative objectives relies upon knowing the

necessities and needs of target showcases and

conveying the ideal fulfillments. It recommends

that so as to fulfill its hierarchical targets, an

association ought to envision the requirements and

needs of purchasers and fulfill these more

adequately than contenders. A direction, in the

showcasing setting, identified with an observation

or frame of mind a firm holds towards its item or

administration, basically concerning shoppers and

end-clients.

1.1 OBJECTIVES OF THE STUDY

1. To comprehend the purposes behind

acquiring Royal Enfield bicycles.

2. To think about the experience after buy

relating different parameters (Service, bicycle

execution, mileage and so forth).

3. To discover the obstructions to acquiring a

Bullet for an imminent client.

4. To discover the variables that influences

the decision of a Bullet as a cruiser for basic man.

5. To propose a compelling Promotional

crusade plan for brand Royal Enfield.

6. To decide the consumer loyalty's with

respect to bicycles and after deals administration.

1.2 SCOPE OF THE STUDY

This examination incorporates

Customer's reaction and mindfulness towards the

brand, items and administrations of Royal Enfield.

The outcomes are constrained by the example

estimate 75 numbers and hence the assessment of

just chosen clients is thought about. Essentially this

investigation is directed in Hyderabad and the

extension is restricted.

1.3 LIMITATIONS OF THE STUDY

1.This research is geologically limited to

Hyderabad city as it were. Henceforth the outcome

can't be extrapolated to different spots.

2.The examination is limited distinctly to the sorted

out segment of bike industry.

3.Sample size was bound to 75 respondents

keeping in perspective on schedule and cost

imperatives.

4.Findings depend on test study. The data executed

by respondents could conceivably be genuine in

light of the fact that a few respondents may not be

not kidding. Anyway the sum total of what

potential has been made to gather the data as

genuinely as could reasonably be expected.

5.All inquiries questions are undisguised or direct.

Thus there is a degree for the respondents to be

one-sided or vainglorious.

6.This undertaking has been taken up at the

undergrad level and the learning and experience of

the understudy is constrained and henceforth may

not be proficient enough..

article - it happens to us all. It's essential that you

keep a reasonable head, react to your customers'

desires as well as can be expected, and consistently

stay obliging and considerate.

4. Have a Clearly-Defined Customer Service Policy

This may not be too significant when you're simply

beginning, however an obviously characterized

client administration strategy is going to spare you

a great deal of time and exertion over the long haul.

On the off chance that a client has an issue, what

would it be a good idea for them to do?

On the off chance that the primary choice doesn't

work, at that point what? Would it be advisable for

them to contact various individuals for charging

and specialized enquiries? On the off chance that

they're not happy with any part of your client

administration, who would it be a good idea for

them to tell? There's nothing more irritating for a

customer than being passed from individual to

individual, or not realizing who to go to. So ensure

your client administration strategy is available on

your site - and anyplace else it might be valuable.

5. Tender loving care

1.4 HANDLING CUSTOMER COMPLAINTS

A complaint is any admeasurement of

annoyance with your artefact or service, even if it’s

unfair, untrue, or aching to hear! Complaints may

be about:

• Account Content, Delivery or Quality •

Acknowledgment Time

• Documentation • Personnel • Billing •

Communication

• Follow Up • Requests

This is a chump complaint resolution action that

anyone can implement:

Focus on the Customer

If you can’t anon break the problem, acknowledge

to the chump and assay an “owner” who will be

amenable for final resolution. Complete the

communications bend with customer. If you’ve

referred the complaint to others, accomplish

abiding there’s closure. If you’ve larboard the

chump blind after a response, you’ve become

allotment of the problem.

Focus on the Complaint

Collect all complaints from all alien barter and

assort them in a way that allows you to assay

abstracts to see trends, patterns, concentrations,

tendencies, etc.

Focus on Action Improvement

Use the database of complaints to ascertain

processes that are important from the customer’s

angle and to advance the a lot of analytical ones.

Based on assay of the database, accomplish adapted

investments to anticipate issues that aftereffect in

chump complaints. If you can anticipate of

complaints as advantageous abstracts for

authoritative action improvements in your

organization, you will go a continued way appear

authoritative changes that will differentiate you and

accomplish your plan activity easier, added fun,

and added acknowledging to chump needs.

1.5 SIX STEPS TO DEALING WITH DIS-

SATISFIED CUSTOMERS

Listen anxiously to what the chump has to

say, and let them finish-Don't get defensive. The

chump is not advancing you personally; he or she

has a botheration and is upset. Repeat aback what

you are audition to appearance that you accept

listened.

2. Ask questions in a caring and anxious manner-

The added advice you can get from the customer,

the bigger you will accept his or her perspective.

I’ve abstruse it’s easier to ask questions than to

jump to conclusions.

3. Put yourself in their shoes-As a business owner,

your ambition is to break the problem, not argue.

The chump needs to feel like you’re on his or her

ancillary and that you empathize with the situation.

4. Apologize after blaming-When a chump senses

that you are aboveboard sorry, it usually diffuses

the situation. Don't accusation addition being or

department. Just say, "I'm apologetic about that.”

5. Ask the customer, "What would be an adequate

band-aid to you?"-Whether or not the chump

knows what a acceptable band-aid would be, I’ve

begin it’s best to adduce one or added solutions to

allay his or her pain. Become a accomplice with the

chump in analytic the problem.

6. Break the problem, or acquisition anyone who

can break it— quickly!-Research indicates that

barter adopt the being they are speaking with to

instantly break their problem. When complaints are

confused up the alternation of command, they

become added big-ticket to handle and alone add to

the customer's frustration.

1.6 RESEARCH METHODOLOGY

The analysis will be agitated out in assorted phases

that aggregate an access of alive from

accomplished to part. It includes consecutive

phases aggravating to go added into the user’s

anima and advance a absolute compassionate of

what a user looks for while affairs a bike.

The aboriginal appearance is absolutely centralized

area it is stormed over the a lot of able avenue of

action, because that Bullet users in Hyderabad are

added in number.

The additional appearance is with some of the

acclimatized bikers who accept been application

Bullets for some time now and are about accepted

and admired amidst the Bullet community.

The third appearance is with some respondents who

will be interviewed with the advice of check

befitting in apperception the time and amount

constraints.

OPERATIONAL DEFINITIONS

1. Customer- A chump (also accepted as a client,

buyer, or purchaser) is usually acclimated to

accredit to a accepted or abeyant client or user of

the online writing of an abandoned or organization,

alleged the supplier, seller, or vendor.

2. Customer Satisfaction- A business term, is a

admeasurement of how online writing and

casework supplied by a aggregation accommodated

or beat chump expectation. Chump achievement is

authentic as "the amount of customers, or allotment

of absolute customers, whose appear acquaintance

with a firm, its products, or its casework (ratings)

exceeds defined achievement goals."

3. Respondents- A being who replies to something,

esp. one bartering advice for a analysis or check or

responding to an advertisement.

4. Objective- An end that can be analytic

accomplished aural an accepted timeframe and with

accessible resources.

5. Bike- A motor car with two auto and a able

frame.

6. Buying- To access in barter for money or its

agnate purchase.

TOOLS OF DATA COLLECTION

The advice accordant for abstraction was fatigued

from Primary abstracts calm through analysis

method, which abandoned was not sufficient.

Hence Secondary abstracts was calm to abstraction

successfully.

• Primary data- In adjustment to acquisition out

chump achievement apropos bikes of Royal Enfield

Primary Abstracts was calm by alone visiting the

dealerships and showrooms. With the advice of a

able-bodied laid questionnaire, I took the

acknowledgment from the barter who were

advancing for the casework of their bikes at the

dealerships. As able-bodied as I contacted some of

the barter through buzzer calling by demography

the abstracts about the barter from the chump

abstracts annals of the dealership. I interviewed

them and discussed with the exhibit agents as able-

bodied as with the advisers at Royal Enfield which

helped me to adapt the analysis Report.

Secondary data- The Secondary Abstracts

accumulating complex internet search, browsing

magazines, newspapers and online writing and

affidavit accompanying to the two wheeler industry

in India. Numerous Journals and books

accompanying to the affair were aswell browsed to

accept the dynamics of the industry.

1.7 SAMPLE DESIGN

The analysis was agitated out in assorted

phases that constituted an access of alive from

accomplished to part. It included consecutive

phases aggravating to go added into the user’s

anima and advance a absolute compassionate of

what the user looks for while affairs a bike. In

adjustment to get a angle from non-Bullet riders as

to what are the affidavit for not allotment a Bullet, I

administered the aforementioned check to riders

who acclimated added motorcycles befitting in

apperception the time and amount constraints. For

the chump achievement study, a sample of 75

bodies was called from Hyderabad city. The sample

was judgmental and alignment was acceptable

accidental sampling.

Size of Sample 75

Sampling technique Convenient Random

Sampling method

Location from which

samples were taken

Hyderabad city

1.8 PLAN OF ANALYSIS

Raw Primary data has been collected with

help of questionnaire. The raw data has

been tabulated with the help of table.

From the tables, concept, analysis and

inferences are drawn which in turn was

used for interpretation. Based on, these

charts were prepared to better pictorial

understanding of the study.

From the set of inferences and

interpretation, conclusion have been

drawn which is followed by suggestions,

keeping the objectives in mind throughout

the study.

II. REVIEW OF LITERATURE

“A Abstraction of chump achievement appear

Royal Enfield with adapted appliance Hyderabad

was undertaken with the ambition of allocation out

barter achievement akin on Royal Enfield bikes.

Here adopted adapted alignment for advice array

and analysis. It’s bright from the abstraction that

the foremost barter of Royal Enfield aboveboard

admeasurement acutely animated in a lot of areas

offered by Royal Enfield. And a lot of majorities a

part of the animated barter aboveboard

admeasurement captivated customers. This

abstraction reveals that by adjustment of

abbreviation the lead-time, ascent ammunition

potency, account and commercial and by

introducing new models able to vie with the

fresher’s aural the market, Royal Enfield will

artlessly body the absolute barter into acutely

captivated customers.

“A Abstraction on Account Superior in Royal

Enfield showroom, Hyderabad” This assay

examines account superior satisfactions aural the

showroom. First, it analyses the belief apropos

account superior conceptualization. Then a adapt

SSERVQUAL apparatus is developed and

activated to the exhibit abuse as accountable one

amidst the businesses. 5 account ambit are

identified: READINESS dependability, TRUST,

COMFORT, SECURITY, and ACCESS. They’re

advised in agreement of their appulse of customers’

all-embracing superior achievement and their

attitude to apostle the close to an admirer. These

variables are begin to be afflicted heavily by 2

dimensions: assurance and luxury. This

investigation’s capital cessation is that

SERVQUAL could be a acute alpha abject to

quantify account superior about it’s neither of

accepted nor of absolute application. The

SERVQUAL apparatus would wish some changes

to clothing every scenario. No announcement is

appropriate if it alone suggests that discounting.

Sell casework through quality.

“A Abstraction on Customer Perception Appear

Two-Wheeler Bikes.” This abstraction is based to

analyze the customer achievement on bike owners

who are application the bike Bikes at Allahabad,

city-limits of Uttar Pradesh. The abstraction

concludes that Honda and Bajaj appearance best

achievement admitting TVS charcoal last.

“A Abstraction on Interactive Business

Communication Accoutrement and Cast Ability

with Adapted Reference to Royal Enfield Bike

Owners” It shows us IMC accoutrement such as

Mobile app pop-ups, amusing networking and

email business accept access on cast ability of

Royal Enfield bike owners. So, it is assured that the

aggregation accept to apply added on IMC

accoutrement in extensive customers. At the

aforementioned time IMC accoutrement such as

Blogs, widgets and tele business accept no

acceptation access on cast ability of Royal Enfield

bike owners. This indicates that these accoutrement

are not official and appropriately miss-leading

advertisement crates apocryphal angel of the

advertisement that aberrate the minds of the

consumers about the Royal Enfield bike.

Appropriately the Royal Enfield aggregation

should try to accord added ambrosial advertisement

in an accustomed way to actualize the stronger and

ability about their artefact to the consumers.

“A Abstraction on customer Achievement of a

accurate Branded 2 Wheelers in South

Coimbatore.” Aural the allowance era, applicant is

that the Centre purpose of all the affairs activities

and anybody the players aural the bazaar try to

backpack their abode aural the minds of the

customers. Their achievement plays a all-important

role for the success of any business, disapproval is

about for hundreds of years to atom and

differentiate the articles and casework of 1

ambassador from those of another. It’s the baby

assets of business. The brands like, Hero, TVS,

Suzuki, Bajaj, Honda, Mahindra, Royal Enfield and

Yamaha are the accepted brands aural the Bike

industry. During this backdrop the abstraction has

been undertaken to analysis the achievement akin

of the shoppers appear called branded 2 wheelers in

south Coimbatore town.

III. DATA ANALYSIS AND

INTERPRETATION

TABLE No.1

TABLE SHOWING-THE PROFILE OF THE

RESPONDENTS BASED ON AGE

Interpretation

From the above table unmistakably 40% of the

respondents are matured somewhere in the range of

20 and 24, 26% somewhere in the range of 25 and

29, 18% somewhere in the range of 30 and 34 and

just 16% matured over 35 years. most of

respondents are somewhere in the range of 20 and

24 years.

TABLE No.2

TABLE SHOWING-THE OCCUPATION OF

RESPONDENTS

INTERPRETATION

From the above table obviously 44% of the

respondents were understudies seeking after their

graduation or post-graduation studies and 28%

were experts. 18% of the respondents were

independently employed, 4% were ex-serviceman

and 6% had a place with taxpayer supported

organizations. The dominant part clients are for the

most part understudies on account of the looks and

intensity of the bicycle.

TABLE No.3

TABLE SHOWING-THE ANNUAL INCOME

GROUP OF RESPONDENTS

Interpretation

From the above table undeniably 52% of the

respondents had a yearly pay of 1,20,001 to

3,60,000, 18% had pay between 3,60,001 to

7,20,000, 16% earned more than 7,20,000 for every

annum and 14% had pay between under 1,20,000 .

It exhibits that Royal Enfield is setting their things

in the best possible and reasonable worth go and

the overall public of level of pay 1,20,000 to

3,60,000 can without a lot of a stretch bear the

expense of this Bike.

TABLE No.4

TABLE SHOWING-THE MODEL OF THE

ROYAL ENFIELD PRESENTLY OWNED BY

THE RESPONDENTS

Interpretation

From the above plainly 14% of the respondents

claim Bullet 500, 10% of them possess Thunder

Bird, 20% of them possess Bullet Electra, 8% of

them possess Machismo 500, 21% of them claim

Bullet 350 and 23% of them possess Classic

500/350. It obviously demonstrates that clients are

not pulled in to just a single specific model because

of the variations accessible and in light of the fact

that the Classic 500/350 are the recently discharged

models they are quick moving at this point.

IV. FINDINGS

1It is appear that majority of users are amid 20 to

29 years. From this we can achieve adolescent

bearing and average age are added absorbed in

Royal Enfield because of this is the age area they

alpha earning.

2. It is bright that a lot of of the users of Royal

Enfield are males mostly because of the audacious

attending of the bikes.

3. Users are mostly Professional males, 20-35 years

of age including some acceptance because of the

looks and ability of the bike.

4. Royal Enfield is agreement their articles in the

adapted bulk range. As the humans of this assets

bracket beneath than 1,20,000 to 3,60,000 can

calmly allow this Bike.

5. Customers are not admiring to alone one

accurate archetypal due to the variants accessible

and because the Classic 500/350 is the anew appear

models they are fast affective now.

6. Customers are calmly affording the bulk of

Royal Enfield bikes and they are not activity

abundant botheration with the bulk and purchasing

way of a lot of of the barter is arch in banknote

sector.

7. Majority of the barter anon chose Royal Enfield

as their bike and cavity even accept a attending at

the abutting another bike and this shows the

adherence of the barter appear the cast Royal

Enfield.

8. Advertisements are rarely recalled and are awful

abortive amidst non-Bullet riders. It’s bright that

Royal Enfield should apply on its commercial

attack to ability the customers.

9. It acutely shows that breadth of the Royal

Enfield bikes is economical & breadth amid 35 and

40 that too on Indian anchorage with abundant

cartage is a abundant deal.

10. A lot of of the Royal Enfield bikes doesn’t

breakdown at all, it is not ambiguous and not

complex into adjustment always.

11. It is bright that a lot of of the respondents adopt

to buy their bike cast new from exhibit alone and

majority of the barter are actual abundant annoyed

with the abode of acquirement of their Royal

Enfield bike. This aswell shows there is added

appeal for new bikes.

12. It is bright that majority of the respondents are

annoyed with additional locations availability and

we can say that Royal Enfield has acceptable

administration approach for additional locations in

the city.

13. It is bright that majority of the humans who

accept Royal Enfield as their bike doesn’t accept

any problems or issues with their bike’s

performance.

14. Majority of the respondents are annoyed with

their bikes ability and aces up. This shows Royal

Enfield has an accomplished achievement akin

aural the customer

15. Majority of the respondents are annoyed with

their bikes abundance and safety. This shows Royal

Enfield has an accomplished achievement akin

aural the customers.

16. Majority of the respondents are annoyed with

their afterwards sales account and few respondents

are not at all satisfied. This shows Royal Enfield

has a acceptable achievement akin aural the

customers.

17. It is bright that Humans who accept not to buy

Bullets do so because of low promotion, top bulk

and maintenance. So Royal Enfield should apply on

their promotional campaigns and accomplish

abiding it alcove the accepted man.

18. It is bright that a lot of of the respondents

account their bikes in the showrooms and aswell

with a able-bodied accepted ammo mechanic.

There is no abundant aberration but this shows

humans accept beneath assurance with the exhibit

service.

19. Most of the respondents accede that the

aggregation takes activity appear the complaints

lodged by the barter and aswell the achievement

akin of the barter is actual high. This shows Royal

Enfield checks at the complaints registered by their

barter on approved base to advance its cast value.

20. Majority of the respondents are actual abundant

absorbed in Rider Mania and aswell shows that

respondents are actual amorous Enfield fans.

V. SUGGESTIONS

• Aggressive selling-The Aggregation should

pursue a propelling issues idea. A non-forceful

issues deliberation which is intensely capturing in

its business assault which does not hit on the

blockhead rather plans to suit guidance in a lessen

way.

• Promotional battle The Royal Enfield

advertisements clear on financeand book media are

in reality out of blow with the Indian capacity and

expectation process. An Indian sucker independent

of their advantages associated has a bendable twist

for conventions and capacity of India.

Consequently, all organizations including bazaar

pioneers like Hero Honda and Bajaj gain by this

conduct of trade and engineering their

advertisement battles befitting India at the top of

the priority list.

• Weak pursue up from businesses It was empiric

during the reflection that Royal Enfield was totally

frail in a while later up with - to-be clients.

• Measures ought to be taken to propel its vendor

Showrooms are real infant in admeasurement and

don't mirror the unrivaled and adjustment of Royal

Enfield in the market.

• Should propel the a short time later deals

administration During the examination it was start

that Royal Enfield isn't adequate all their bargain in

subsequently deals administrations, guides at

vendor at times utilize harsh words and become

unexpected to the clients, areas of the bicycle are

not serenely available in the market. This is the

above check in catching the bazaar assignment so

Royal Enfield should yield some greater achieve to

delight and ingest their clients. • Increase in sucker

concern reaction During the reflection it was start

that sellers are not worthy the inquiries of trade

thus fitting to get to blockhead concern affirmation

by vendors.

• Youth forceful advancement Aggregation should

concentrate included juvenile bearing as it can get

to deals and bazaar designation in Hyderabad.

• Purchasing method for clients Barter are smoothly

bearing the main part of Royal Enfield bicycles and

they are not movement plenteous botheration with

the sum. In any case, the accumulation ought to

aswell yield some achieve seem legitimate

obtaining simpler through coffer advances and

EMI's.

• Marketing correspondence It should concentrate

on adequate the requirements for Respect, Power,

Safety and Comfort.

• Brand minister A non-flashy physically fit cast

specialist might be called to speak to the Brand. It

is immeasurably significant for Royal Enfield to

acknowledge a cast specialist from India to fasten

with the Indian client.

Assemble notable status-Royal Enfield ought to

apply on engineering about the notable cachet it as

of now appreciates in the event that it undertakings

to appeal bargain brief to included makers.

VI.CONCLUSION

The abstraction has helped Royal Enfield dealers to

accept whether the barter are annoyed or not. If not

what are capital affidavit for annoyance of chump

appear the banker and what are the means of

convalescent the achievement akin of chump

appear dealer.

We can achieve adolescent bearing and average age

are added absorbed in Royal Enfield, the affairs

behavior is absolute predominantly by the charge

for Ability and account for the iconic Cast and

users are mostly Professional Males, 20-35 years of

age, including some students. A lot of of the barter

are admiring to anew appear Classic 350/500,

aswell barter are calmly affording the amount of

Royal Enfield bikes and barter are actual loyal

appear the cast Royal Enfield.

Royal Enfield should apply on its commercial

attack to ability the customers, breadth of the Royal

Enfield bikes is actual economical and a lot of of

them adopt to buy their bike cast new from exhibit

with the additional locations accessible in bazaar

easily.

Royal Enfield has an accomplished achievement

akin aural the chump for its power, aces up,

comfort, assurance and with afterwards sales

service.

It is bright that Royal Enfield checks at the

complaints registered by their barter on approved

base to advance its cast amount and absolute Royal

Enfield buyer are amorous Royal Enfield fans.

BIBLIOGRAPHY

Books Referred

Marketing Management, 13th

edition - Philip Kotler

Survey Research Methods

- Charles Babbie

Magazines Referred

The Bullet-In, The Magazine For

AllRoyal Enfield Bullet

Enthusiasts.

Royal Enfield Magazine, The

BEAT.

Websites Referred

www.google.com

www.royalenfield.com

www.wikipedia.org

www.enfieldmotorcycles.com