CONSUMER SATISFACTIN TOWARD BIKE OF ROYAL ENFIELD IN MORADABAD CITY

 

 

INTRODUCTION

The principle point of this Dissertation report is to identify the level of consumer loyalty toward bicycle of Royal Enfield in Moradabad. Consumer loyalty, a business term, is a measure of how items and administrations supplied by an organization meet or surpass client desire. It is seen as a key execution marker inside of business and is a piece of the four points of view of a Balanced Scorecard. Clients are more requesting than any time in recent memory. Expanded decision and access to more data on options make it harder than any other time in recent memory to win new clients and hold existing customers even with solid rivalry. The fundamental point of the venture is to comprehend individuals: what makes them to utilize the administration, what administrations they are well on the way to be occupied with, and what makes them return to utilize your administration over and over.

Imperial Enfield is a cruiser assembling organization situated in Chennai, India. Initially, a conjunction of the British Motorcycle organization, Royal Enfield and indigenous Madras Motors, it is presently a backup of Eicher Motors Limited, an Indian automaker. Alongside its leader cruiser Royal Enfield Bullet, the undertaking is eminent for its Mid-premium bikes with the trademark pounding motor sounds and high limit motors

Illustrious Enfield cruisers made in England were being sold in India from 1949. In 1955, the Indian government searched for a suitable bike for its police and armed force, for watching the nation\’s outskirt. The Bullet was picked as the most suitable bicycle for the occupation. The Indian government requested 800 350 cc model Bullets. In 1955, the Redditch organization banded together with Madras Motors in India to frame \’Enfield India\’ to gather, under permit, the 350 cc Royal Enfield Bullet cruiser in Madras (now called Chennai). The main machines were amassed completely from segments delivered from England. In 1957, the tooling was sold to Enfield India with the goal that they could produce segments. By 1962, all segments were made in India. The Indian Enfield utilizes the 1960 motor (with metric bearing sizes), in the pre-1956 outline.

Consumer loyalty

Consumer loyalty is a term regularly utilized as a part of promoting. It is a measure of how items and administrations supplied by an organization meet or surpass client desire. of the regular customer , or rate of aggregate clients, . (appraisals) surpasses indicated fulfillment objectives.” In an overview of almost 200 senior promoting supervisors, 71 percent reacted that they found a consumer loyalty metric exceptionally valuable in overseeing and checking their organizations.

It is seen as a key execution marker inside of business and is frequently part of a Balanced Scorecard. In an aggressive commercial center where organizations vie .forclient,consumeroyaltis seenasakeydifferentiator and progressively has turned into a key component of business system.

Inside of association of consumer loyalt evaluation can have capable impacts. They center workers on the significance of satisfying clients\’ desires. Moreover, when these appraisals plunge, they caution of issues that can influence deals and productivity. . . . These measurements evaluate an imperative element. At the point when a brand has faithful clients, it increases positive informal showcasing, which is both free and exceedingly successful.”

In this manner, it is key for organizations to viably oversee consumer loyalty. To be capable do this, organizations need solid and delegate measures of fulfillment.

“In the fullfillment ulfillment, firms for the most part ask clients whether their item or administration has met or surpassed desires. Along these lines, desires are a key element behind fulfillment. At the point when clients have exclusive standards and the truth misses the mark, they will be disillusioned and will probably rate their experience as not exactly fulfilling. Thus, an extravagance resort, for instance, may get a lower fulfillment rating than a financial plan motel—despite the fact that its offices and administration would be esteemed unrivaled in “outright” terms.”

The significance of customer loyalty wasss decreases when a firm has expanded dealing power. For instance, PDA arrangement suppliers, for example, AT&T and Verizon, partake in an industry that is an oligopoly, where just a couple of suppliers of a specific item or administration exist. In that capacity, numerous wireless arrangement contracts have a considerable measure of fine print with procurements that they would never escape if there were, say, a hundred mobile phone arrangement suppliers, since consumer loyalty would be unreasonably low, and clients would effectively have the alternative of leaving for a superior contract offer.

Reason

“Consumer loyalty gives a main marker of shopper buy aims and dependability.” Customer loyalty information are among the most of the time gathered pointers of business sector discernments. Their vital use is twofold:”

“Inside of associations, the accumulation, investigation and spread of these information communicate something specific about the significance of tending to clients and guaranteeing that they have a positive involvement with the organization\’s products and administrations.”

“In spite of the fact that deals or piece of the overall industry can show how well a firm is performing as of now, fulfillment is maybe the best pointer of how likely it is that the association\’s clients will make further buys later on. Much research has concentrated on the relationship between consumer loyalty and maintenance. Considers demonstrate that the repercussions of fulfillment are most emphatically acknowledged at the extremes.On a fivepoint scale, Theose peoples who rate their fulfillment level as “5” are liable to end up return clients and may even proselytize for the firm. (A second essential metric identified with fulfillment is ability to prescribe. This metric is characterized as “The rate of reviewed clients who show that they would prescribe a brand among the companions.” When a client is fulfilled by the item, he or she may prescribe it to companions, relatives and partners. This can be an effective showcasing advantage.) “People who rate their fulfillment level as “1,” by differentiation, are unrealistic to return. Further, they can hurt the firm by making negative remarks about it to forthcoming clients. Ability to prescribe is a key metric identifying with consumer loyalty.”

COMPANY PROFILE

Superb Enfield was the name under which the Enfield Cycle Company made cruisers, bicycles, lawnmowers and stationary engines. The legacy of weapons gathering is reflected in the logo, a weapon, and their witticism “Made like a gun, goes like a shot of gun .Use of the brand name Royal Enfield was approved by The Crown in 1890. The principal Redditch, Worcestershire based association was sold to Norton-Villiers-Triumph (NVT) in 1968.

Renowned Enfield made bicycles at its Redditch generation line until it close in mid 1967. The association\’s last new bicycle was the “Divulgence” little wheeler, which was released in 1965. Era of cruisers halted in 1970 and the association was separated in 1971.

In 1956 Enfield of India started assembling Bullet cruisers under grant from UK sections, and by 1962 were collecting completed bikes. Enfield of India acquired the rights to use the Royal Enfield name in 1995. Celebrated Enfield creation, arranged in Tiruvottiyur, Chennai, continues and Royal Enfield is as of now the most settled cruiser brand on the planet still in progress with the Bullet model getting a charge out of the longest bicycle era continue running ever. In May 2013 another social occasion office was started at Oragadam, Chennai.

The Early Years

In 1909 Royal Enfield amazed the introducing so as to motorcycle scene a little Motorcycle with a 2 ¼ HP V twin Motosacoche motor of Swiss inception. In 1911 the following model was controlled by a 2 ¾ HP motor and bragged of the surely understood Enfield 2-speed gear. In 1912 came the JAP 6 HP 770 CC V twin with a sidecar mix. It was this bike which made Enfield a commonly recognized name. 1914 saw the 3 HP cruisers this time with Enfield\’s own particular motor which now had the institutionalized Enfield paint plan of dark enameled parts and green tank with gold trim.

The Beginning

The Enfield Cycle Company made bikes, bikes, lawnmowers and stationary motors under the name Royal Enfield out of its works based at Redditch, Worcestershire. The legacy of weapons production is reflected in the logo involving the gun, and the adage “Made like a firearm”. Utilization of the brand name Royal Enfield was authorized by the Crown in 1890.

Imperial Enfield – Revving up

With the finest and brightest of groups in the nation, involving administration experts and a skilful, submitted workforce, the Company has an exceptional and open society, making Royal Enfield a dynamic and responsive organization. To its clients in India and somewhere else on the planet, Royal Enfield implies more than just bikes; it\’s a feeling of having a place with a restrictive group with unfading enthusiasm, feeling and hobby. The Company is good to go to increase its administration position, be it in the force and recreation bicycle portion in India or the exemplary bicycle fragment somewhere else on the planet, by presenting particularly styled and higher-controlled bikes, reinforcing existing groups around its items, growing its system, and conveying a one of a kind motorcycling knowledge.

As the main bike produced in India synonymous with experience and recreation riding, Royal Enfield has all the more as of late avoided customary broad communications publicizing and has focused more on building its image around the qualities that the brand remains for. Having a Cult status the Royal Enfield bike is known for its Versatility, Uniqueness and is worked to last. Seen as a machine in its very own class and synonymous with Leisure and Adventure; riding and diagramming up the miles.

Imperial Enfield firmly advances relaxation motorcycling as a way of life and supports the Royal Enfield riders/proprietors to continue riding. In such manner, the organization composes yearly occasions and rides, for example, the Himalayan Odyssey, The Tour of Rann of Kutch, The Tour of NH 27 the Tour of Rajasthan and the Southern Odyssey. It likewise sorts out the Annual celebration of biking, Rider Mania in Goa which pulls in Royal Enfield riders from everywhere.

Items PROFILE

The new Bullet 500 is essentially the cruiser with the ever-enduring renowned painstakingly collected diagram of the mind blowing Bullet now controlled with a solid 500 cc Engine with Twinspark plug with better ignition for better smoldering, predominant power transport and upgraded proficiency. In a matter of seconds mechanically outfitted with front line advances in building this cruiser still keeps up its impeccable family line it has withheld for an impressive time allotment all around. The famous Bullet is in no time available in an all new shade of Forest Green with the same aristocratic clothing pinstriping now in a silver fruition ordinary of auto greatness

The Bullet 500 EFI is the apex of more than 8 numerous years of legacy, of the longest running model in interminable era. Resulting to 1932 the Bullet has enchanted thousands all around all through the world with its fascinating styling and one of its kind feel of ride feel. The Bullet 500 EFI is a reliable coordinating of the elevated Bullet styling, execution and immovable quality with the new development segments like the Electronic Fuel Injection synergized perfectly with the period styling.The Bullet 500 EFI is about romancing with history on today\’s terms.

The Bullet Electra is an excellent bicycle, misrepresented in arrangement with another, intense and trustworthy unit improvement engine. Comfort carries a front seat with gas filled protections and a sub plot.

The Bullet Electra Deluxe has the same parts of the Electra, furthermore highlights hand cleaned aluminum castings and a hand lined chrome gas tank.

The Electra now comes loaded down with the power and unfaltering nature of Royal Enfields latest Twinspark Unit Construction Engine. Close by the UCE engine come the twofold favorable circumstances of more power, and better mileage, more constancy and lesser backing.

To the extent styling the latest Electra still keeps it direct after the lines of the standard Bullet yet in the meantime adding its unmistakably specific style to it.

Everybody still clears a way for the Electra Twinspark.

The staggering Bullet 350 need no presentation. In the blink of an eye Bullet 350 is with all new Unit Construction Engine.This model machine has kept spot with advances in building and ergonomics without debilitating its impeccable family.

A long wheel base and more noteworthy tires give extended constancy and road handle, making it ideal for long detachment travel.

Its aristocratic dim and gold uniform and beating engine beat remind passers-by that they are in the region of auto sway.

The Classic Desert Storm comes to you with a “sand” paint arrangement reminiscent of the war period, a period when Royal Enfield bicycles showed their abilities and battle esteem by perfect organization to officers in coldblooded conditions of the engine for bullet for desert desert. Wearing a more young look with styling signals one would expect just from a genuine Royal Enfield: single chamber air-cooled pushrod engine, 1950s style nacelle and instrument compartments, routine paint plot and buffed engine fragments, this bicycle is ready to present to you the joys of forefront motorcycling while reflecting the transmission of persistent excellent styling.

Battle GreenThe Classic Battle Green comes to you with a paint arrangement reminiscent of the War time, a period when Royal Enfield bicycles exhibited their capacities and battle esteem by perfect organization to officers. Wearing a more energetic look with styling signs one would expect just from a certifiable Royal Enfield: single chamber air-cooled pushrod engine, 1950s style nacelle and instrument stash, ordinary paint plot and buffed engine sections, this bicycle is ready to present to you the pleasures of cutting edge motorcycling while reflectin the environment of excellent endless styling.

The Royal Enfield Classic Chrome relies on upon the Classic 500 with a genuinely liberal estimations of chrome on it. Like the Classic 500, the new Classic Chrome holds the quintessential incredible British styling of the 1950s: fundamental, fitting, relative. The Chrome wields a seat with a cowhide finish and adds to the visual solicitation of the cruiser. Worked of out of date metal, in clean choice lines of Chrome solidified with a rich paint finish the blueprint of the Royal Enfield Classic Chrome is a tribute to the retro look of post war British cruisers.

Outfitted with a solid fuel imbued 500cc engine and wearing a disarmingly captivating post war styling, this certifications to be the most craved Royal Enfield ever.

For the people who need it all. The power, the fuel profitability, the reliability and clear, yet drop dead astonishing incredible styling. The immense takes a few individuals\’ breath away not by virtue of it needs to yet rather in light of the way that it can\’t help it. You will esteem the beat for the music it makes and in addition for the calmed opinion quality and power that it indicates.

The viewpoint is simply better when you are straddling a Royal Enfield Classic 500 – whether moving or still. Nothing more to be said.

The smaller twin of the Classic 500, the Classic 350 will hold fast against whatever other cruiser and a short time later draw some more. The Classic 350 shares its powerplant with the amazing Thunderbird Twinspark. The torque to level mountains and the fuel capability to cross entire extents comes in the same made light of yet overwhelming styling.

This is a cruiser that does not need to shout to be tuned in. Thought about a rich legacy and raised with Royal Elegance this 350cc thumper has each one of the qualities of a regular Royal Enfield. Recognized then, invigorating as of right now…

Why ride a lesser bike. Nothing more to be said?

The all new Royal Enfield Thunderbird now with a successful 500 cc engine, a 20 liter tank, electronic meter console, LED tail lights and in three striking shades of dim gives another definition to Highway.

Models

 Standard Street

 Bullet 500

 Bullet Electra

 Bullet 350 classic

 Bullet 350 Standard

 Himalaya

 Retro Street

 Classic Squadron Blue

 Classic Dessert Strom

 Classic Battle Green

 Classic Crome

 Café Racer

 Contigent GT

 Cruiser

 Thunderbird 500

 Thunderbird 350

 Sooraj

 Enfield Diesel

The Most Selling Bike of the royal enfield Bullet Is Bullet 350 Classic which cover 65 % of the market from all the models available in the market of Royalenfield Bikes . It is famous in all the sement of all the age

SCOPE & IMPORTANCE

This study includes customer\’s responses and awareness towards the brand products and services of Royal Enfield. The results are limited by the sample size 20 and therefore the opinion of only selected customers will take into consideration. Mainly this study will conducted in Moradabad and the scope is limited.Customer satisfaction is very essential factor for the success of any company. Satisfied customers are the assets of the company. For satisfying customers the company gives attention to that entire factor which provides customer\’s satisfaction. So the appropriate knowledge about the customer satisfaction is essential.

LITERATURE REVIEW

Diverse audits and explores have been finished concerning what a client wantsfrom a bike. Some of them, which I will be considering are Parmod Pathak, Saumya Singh, does a rate of the work that had been starting now done in such way and their work was disseminated in Pradigm, Vol.VIII No. 1 January-June 2004.

Another genuine responsibility had been done by Dubey J and Patel R and their work was appropriated Management Vol. 42 in Indian No.11 (November ) pp. 66,70 Laudon D and Della Bitta Albert do another critical duty.

Parmod Pathak, Saumya Singh investigated about ” What Does A purchaseR need tp purchase a Bike AND ” dubey J and PatelR evaluated about “A portion of Advertisement : in acquiring decision of bikes ” Auto India and Overdrive gives by an extensive measure of information about the diverse segments gave by various power bikes.Customer satisfaction has been a surely understood subject in showcasing practice and educational investigation since Cardozo\’s (1965) starting examination of customer effort, cravings and satisfaction. Disregarding various tries to gage and clear up buyer unwaveringness, there still does not appear, all in all, to be an understanding as to its definition (Giese and Cote, 2000). Purchaser devotion is regularly described as a post use evaluative judgment concerning a specific thing or organization (Gundersen, Heide and Olsson, 1996). It is the result of an evaluative methodology that emerges prepurchase wants from impression of execution in the midst of and after the usage experience (Oliver, 1980). The most extensively recognized conceptualization of the buyer dedication thought is the trust disconfirmation The theory was given by MC Quitty , Finn and willey in 2000 made by Oliver, who suggested that satisfaction level is a result of the differentiation amidst expected and saw execution.

Satisfaction (positive disconfirmation) happens when thing or organization is better than anything foreseen. Of course, an execution more loathsome than foreseen results is frustration (negative disconfirmation). Ponders show that purchaser reliability may have quick and underhanded impact on business results. Luo and Homburg (2007) contemplated that purchaser devotion firmly impacts business advantage. The lion\’s offer of studies have inspected the relationship with customer conduct plans (Dimitriades, 2006; Olorunniwo et al., 2076; Chi and Qu, 2008; Faullant et al., 2000. As demonstrated by these disclosures, shopper dependability constructs customer immovability, sways repurchase desires and prompts positive verbal.

Given the urgent piece of purchaser dependability, it is not stunning that a grouping of investigation has been committed to looking at the determinants of satisfaction. Satisfaction can be managed by subjective (e.g. customer needs, sentiments) and target components (e. g. thing and organization highlights). Applying to the vehicles business, there have been different studies that take a gander at attributes that voyagers may find basic with respect to customer steadfastness.

Atkinson (1988) found that cleanliness, security, regard for money and thoughtfulness of staff choose shopper unwaveringness. Knutson (1988) revealed that room cleanliness and comfort, solace of range, brief organization, wellbeing and security, and agreeableness of specialists are imperative. Barsky and Labagh (1992) communicated that agent perspective, region and rooms are obligated to effect pioneers\’ satisfaction. A study drove by Akan (1995) showed that the essential determinants of cabin guest satisfaction are the behavior of agents, cleanliness and accommodation. Choi and Chu (2001) assumed that staff quality, room qualities and worth are the fundamental three variables that choose customers\’ satisfaction.

Shopper dedication is portrayed as an of the irregularity amidst prior expectationssssss and the bona fide execution of the thing” (Tse and Wilton, 1988, Oliver 1999).Satisfaction of customers with things and organizations of an association is considered as most importantfactor heading toward forcefulness and accomplishment (Hennig-Thurau and Klee, 1997). Customersatisfaction is altogether customer surveys the constant execution (Gustafsson, Johnson andRoos, 2005). According to Kim, Park and Jeong (200c7) customer reliity is custome reaction tothe state of satisfaction, and customer\’s judgment of satisfaction level. Shopper devotion is veryimportant in today\’s business world as demonstrated by Deng et al., (2009) the limit of an organization providto make abnormal state of satisfactions to the customers is dire for thing division and making strongrelationship with customers.

Purchaser dedication makes the customers loyal to vehicles industry.Previous researchers have found tha satisfactions r can helps the brand the of the customeof the customeof the customeof the customeof the customeof the customeof the customeof the customeof the custome creativity to purchase create long andprofitable relationship with their customers (Eshghi, Haughton and Topi, 2007). Regardless of the way that it is over the top togenerate satisfied and steadfast customers however that would exhibit beneficial in a long continue running for a firm(Anderson, Fornell and Mazvancheryl, 2004). Thusly a firm should concentrate on the improvementof organization quality and accuse suitable sensible expense of a particular finished objective to satisfy their customers which wouldultimately help the firm to hold its customers (Gustafsson, Johnson and Roos, 2005).

It is an average wonder that the organizations a brand offers and the worth it charges we have to determine the levels of satisfaction among its customers, than some other measure (Turel et al. 2006).Customer\’s consideration is in like manner fundamental as when buyer consider the thing basic and investstime to search for information then it finally overhauls the satisfaction level (Russell-Bennett, McColl-Kennedy and Coote, 2007). This satisfaction may affect the concerned association by repurchase,purchase of more things, positive verbal trade and preparation of customer to pay more for the particular brand of the bike . Any business is inclined to lose bit of the general business, customers and monetary pros in case it misses the mark tosatisfy customers as effectively and profitably as its opponents is doing (Anderson, Fornell, andMazvancheryl, 2004).

Customer organization is a game plan of activities that includes customer candidly strong systems, complaintprocessing, rate of protest taking care of, straightforwardness of reporting grievance and warmth when we have to report complaint (Kim, Park and Jeong, 2004). Customer organizations are the open entryways for serviceproviders that are added to adaptable framework other than voice organizations in which substance are either selfproduced by organization supplier or outfitted through key consistence with organization supplier (Kuo, Wu and Deng, 2009). The upgraded customer organizations are the purpose of union of the organization providersfor social and what\’s more for budgetary reasons. From a social point of view, organization should open for the customers on sensible terms. To the degree monetary component is concerned, organizations should satisfy theneeds of the customers (Turel and Serenko, 2006; Melody, 1997).

For making satisfaction among customers, the telecom organization suppliers ought to be extracareful for the customer organizations they give. Satisfaction of customer is controlled by his evaluationof organization gave by a brand (Gustafsson, Johnson and Roos, 2005).

Ahn, Han and Lee (2006) shows that when the customers, don\’t get their grumblings considered properly, they start looking for changed brand. It happen in the light of the way that either the customer organization centers don\’t handle thecomplaints or the customers are not prepared to address them genuinely. Once in a while, telecom serviceproviders take fundamentally more opportunity to decide the issues like framework degree or call quality,the customers don\’t sit tight for long and from this time forward they lose satisfaction with that particular brand (Ahn, Han and Lee, 2006).

Besides, the neighborly mindset and friendly direct of the organization masters at servicefirms leaves a positive effect on the customer which lead towards customer satisfaction(Soderlund and Rosengren, 2008). On the other hand, if a telecom organization supplier needs in providin the services to its customers for his experiences customer beat. Kim, Park and Jeong (2004)argued that organization supplier should give customer masterminded organizations remembering the finished objective to increment upcustomer satisfaction. It was excessively found that the customers get satisfied to a brand progressively if they get allthe required organizations amassed in that very check (Ahn, Han and Lee, 2006).

Kotler and Armstrong (2010) expense is the measure of money which is charged charged for a thing o rservice, or the total of the qualities that customers exchange for the upsides products of having product or using the product or organization while Stanton, Michael and Bruce (1994) portrayed expense as the measure of money orgoods anticipated that would secure some blend of another stock and its companying organizations. Yet, themarketing composing showed researchers\’ inclination towards esteem sensibility regarding customersatisfaction (Hermann et al., 207; Kukar-Kinney, Xia and Monroe, 2008; Martin-Consuegra, Molina and Esteban, 2007). Esteem respectability insinuates clients\’ assessments of whether a merchant\’s cost isreasonable, commendable or sensible (Xia et al., 2005; Kukar&Kinney, Xia – Monroe, 2008). Price fairness of the product is a basic issue that leads toward satisfaction. Charging sensible worth serves to developcustomer satisfaction and unwavering quality. Research has shown that customer\’s decision to recognize particularprice has a prompt bearing at satisfaction level and dependability and roundaboutly (Martin-Consuegra, Molina and Esteban, 2007).

RESEARCH METHODOLOGY

Survey Area : District Moradabad

Sample Size : 50 Peoples

Sample Unit : Customers

Type of Research : Descriptive

Research Tool : Questionnaire

Data Type : Primary & Secondary Data

DATA ANALYSIS & INTERPRETATION

Q.1. Which model of Royal Enfield, do you presently own?

Table No. – 1

S. No. Options Peoples

a. Bullet 500 15

b. Thunder Bird 5

c. Bullet Electra 10

d. Machisma 500 10

e. Bullet 350 5

f. Classic 500/350 5

INTERPRETATION:-

As the graph shows that 15 respondents presently owned Bullet 500, 5 respondents owned Thunder Bird, 10 respondents owned Bullet Electra, 10 respondents owned Machisma 500, 5 respondents owned Bullet 350 and remaining 5 respondents owned Classic 500/350.

Q.2. Did you consider other motorcycle while buying the Royal Enfield bike?

S. No. Options Peoples

a. Yes 40

b. No 10

INTERPRETATION:-

As the graph shows that 40 respondents consider other motorcycle while buying the Royal Enfield bike and remaining 10 respondents don\’t consider it.

Q.3. Please specify your source of awareness of Royal Enfield while buying your bike?

S. No. Options People

a. Newspaper 12

b. Magazines 10

c. Friends 8

d. Road shows 5

e. TV Ads 5

f. Websites 10

INTERPRETATION:-

As the graph shows that 10 respondents have aware by newspaper, 10 respondents have aware by Magazines, 5 respondents have aware by Friends, 5 respondents have aware by Road Shows, 5 respondents have aware by TV Ads and remaining 10 respondents have aware by websites.

Q.4. Please Specify, your bike\’s mileage?

S. No. Options Percentage

a. 45 km/lit & above 15

b. 40-45 km/lit 15

c. 35-40 km/lit. 9

d. 30-35 km/lit 11

INTERPRETATION:-

As the graph shows that 15 respondents specified the mileage 45 km/lit & above, 15 respondents specified 40-45 km/lit., 9 respondents specified 35-40 km/lit. and remaining 11 respondents specified 30-35 km/lit.

Q.5. Are you satisfied with the bike mileage?

S. No. Options Percentage

a. Yes 35

b. No 15

INTERPRETATION:-

As the graph shows that 35 respondents are satisfied with the bike mileage and remaining 15 respondents are not satisfied.

Q.6. Which place did you prefer to purchase your Royal Enfield bike?

S. No. Options Percentage

a. Showroom 20

b. Direct second hand 15

c. Used vehicles dealership 15

INTERPRETATION:-

As the graph shows that 20 respondents prefer to purchase their Royal Enfield bike from showroom, 15 respondents purchased from direct second hand and remaining 15 respondent purchased by used vehicles dealership.

Q.7. Are you satisfied by purchasing there?

S. No. Options Percentage

a. Yes 40

b. No 10

INTERPRETATION:-

As the graph shows that 40 respondents are satisfied by purchasing there and remaining 10 respondents are not satisfied.

Q.8. How about the availability of spare parts?

S. No. Options Percentage

a. Readily available 20

b. Don\’t get them readily 10

c. Don\’t have good spare supply 15

d. Major headache 5

INTERPRETATION:-

As the graph shows that 20 respondents say readily available, 10 respondents say don\’t get them readily, 15 respondents say don\’t have good spare supply and remaining 5 respondents say Major headache.

Q.9. Any major problems after purchasing Royal Enfield bike?

S. No. Options Percentage

a. No Problem 10

b. High maintenance 20

c. Poor after sales services 5

d. High Prices 5

e. Low mileage 3

f. Noisy vehicle 7

INTERPRETATION:-

As the graph shows that 10 respondents have no problem, 20 respondents have the problem of high maintenance, 5 respondents have Poor after sales services, 5 respondents have high prices problem, 3 respondents have low mileage problem and remaining 7 respondents say it is noisy vehicle.

Q.10. How will you rate your satisfaction level with respect to power and pick up of your Royal Enfield bike?

S. No. Options Percentage

a. Poor 5

b. Average 10

c. Good 25

d. Excellent 10

INTERPRETATION:-

As the graph shows that 5 respondents rated poor satisfaction level, 10 respondents rated average satisfaction level, 25 respondents rated good satisfaction level and remaining 10 respondents rated excellent satisfaction level.

Q.11. How will you rate your satisfaction level with respect to comfort and safety of your Royal Enfield bike?

S. No. Options Percentage

a. Poor 3

b. Average 9

c. Good 21

d. Excellent 17

INTERPRETATION:-

As the graph shows that 5% respondents rated poor satisfaction level, 15% respondents rated average satisfaction level, 40% respondents rated good satisfaction level and remaining 40% respondents rated excellent satisfaction level.

Q.12. After sales services of your Royal Enfield bike?

S. No. Options Percentage

a. Poor 10

b. Average 14

c. Good 10

d. Excellent 16

INTERPRETATION:-

As the graph shows that 20% respondents rated poor satisfaction level, 30% respondents rated average satisfaction level, 20% respondents rated good satisfaction level and remaining 30% respondents rated excellent satisfaction level.

Q.13. Do you agree that company takes action towards the complaints lodged by the customers?

S. No. Options Percentage

a. Yes 30

b. No 20

INTERPRETATION:-

As the graph shows that 30 respondents agreed that company takes action towards the complaints lodged by the customers and remaining 20 respondents don\’t agreed.

Q.14. Are you satisfied with their replies?

S. No. Options Percentage

a. Yes 35

b. No 15

INTERPRETATION:-

As the graph shows that 35 respondents are satisfied with their replies and remaining 15 respondents are not satisfied.

FINDINGS

• More numbers of surveyed respondents presently own Bullet 500 followed by Bullet Electra and Machisma 500.

• Mostly surveyed respondents considered other motorcycle while buying the Royal Enfield bike.

• More numbers of respondents come to know about Royal Enfield while buying their bike by Newspaper followed by Magazines.

• Maximum numbers of respondents have the mileage of their bike is 45 km/lit. and above.

• Mostly the surveyed respondents are satisfied with the bike mileage.

• More numbers of respondents prefer to purchase their Royal Enfield bike by showroom.

• Most of the surveyed respondents are satisfied by purchasing there.

• The spare parts of Royal Enfield are readily available in the market place.

• Most of the respondents face the major problems after purchasing Royal Enfield bike is high maintenance.

• More numbers of respondents rate their satisfaction level with respect to power and pick up of their Royal Enfield bike is good.

• More numbers of respondents rate their satisfaction level with respect to comfort and safety of your Royal Enfield bike is excellent.

• Most of the respondents rate the after sales services of their Royal Enfield bike is excellent.

CONCLUSION

This project is based on study the customer satisfaction towards toward bike of Royal Enfield in Moradabad .Customers are more demanding than the even before. Increase choices and access to more information on alternatives make it harder than ever before to win customers and retain existing clients in the face of stiff competition. The main aim of the project is to understand people: what makes them to use the service, what services they are most likely to be interested in, and what makes them come back to use your service again and again.The concluding points of this project report are as follows:Mostly customers prefer and own Bullet 500 followed by Bullet Electra and Machisma 500 and considered other motorcycle while buying the Royal Enfield bike. They come to know about Royal Enfield while buying their bike by Newspaper followed by Magazines. The mileage of their bike is 45 km/lit. and above and they are satisfied with the bike mileage. The customers prefer to purchase their Royal Enfield bike by showroom and they are satisfied by purchasing there. High maintenance is the major problems face by the customers in Royal Enfield. The customer rate their satisfaction level in respect to power and pick up is good, comfort and safety is excellent and in respect to after sales services is excellent.

SUGGESTIONS

 The company should follow an aggressive selling concept. A non-aggressive selling concept which is clearly visible in its advertising campaign which does not hit on the customer rather aims to provide information in a subtle manner.

 It should focus on satisfying the needs for respect, power, safety and comfort.

 Royal Enfield should concentrate on building around the iconic status it already enjoys if it plans to attract customers migrating to other manufacturers.

 Company should focus on younger generation as it can increase sales and market share in Moradabad city.

LIMITATIONS

The limitation of the study are the following

 The data was collected through questionnaire. The responds from the respondents may not be accurate.

 The sample taken from the study was only 50and the result drawn may not be accurate.

 Lack of experience of Researcher.

BIBLIOGRAPHY

 Boyd, Harper W., Marketing Management, Harcount Brace Jovanovich, New York, 1972.

 Drucker, Peter, F., Management: Tasks, Responsibilities, Practices, Harper& Row, New York, 1976.

 Kotler, Philip, Marketing Management: Analysis, Planning, Implementation and Control (8th ed.), Prentice-Hall of India Pvt. Ltd., New Delhi, 1994.

WEBLIOGRAPHY

 www.google.com

 www.zapmeta.co.in/Information+Of+Royalenfield

 www.royalenfield.com

ANNEXURE

Q.1. Which model of Royal Enfield, do you presently own?

a. Bullet 500 b. Thunder Bird

c. Bullet Electra d. Machisma 500

e. Bullet 350 f. Classic 500/350

Q.2. Did you consider other motorcycle while buying the Royal Enfield bike?

a. Yes b. No

Q.3. Please specify your source of awareness of Royal Enfield while buying your bike?

a. Newspaper b. Magazines

c. Friends d. Road shows

e. TV Ads e. Websites

Q.4. Please Specify, your bike\’s mileage?

a. 45 km/lit & above b. 40-45 km/lit

c. 35-40 km/lit. d. 30-35 km/lit

Q.5. Are you satisfied with the bike mileage?

a. Yes b. No

Q.6. Which place did you prefer to purchase your Royal Enfield bike?

a. Showroom b. Direct second hand

c. Used vehicles dealership

Q.7. Are you satisfied by purchasing there?

a. Yes b. No

Q.8. How about the availability of spare parts?

a. Readily available b. Don\’t get them readily

c. Don\’t have good spare supply d. Major headache

Q.9. Any major problems after purchasing Royal Enfield bike?

a. No Problem b. High maintenance

c. Poor after sales services d. High Prices

e. Low mileage f. Noisy vehicle

Q.10. How will you rate your satisfaction level with respect to power and pick up of your Royal Enfield bike?

a. Poor b. Average

c. Good d. Excellent

Q.11. How will you rate your satisfaction level with respect to comfort and safety of your Royal Enfield bike?

a. Poor b. Average

c. Good d. Excellent

Q.12. After sales services of your Royal Enfield bike?

a. Poor b. Average

c. Good d. Excellent

Q.13. Do you agree that company takes action towards the complaints lodged by the customers?

a. Yes b. No

Q.14. Are you satisfied with their replies?

a. Yes b. No

Source: ChinaStones - https://china-stones.info/essays/business/consumer-satisfactin-toward-bike-royal-enfield-moradabad-city/





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