Customer Satisfaction Towards Yamaha Bike FZ, Ambattur, Chennai
Customer Satisfaction Towards Yamaha Bike FZ, Ambattur, Chennai
Customer Satisfaction Towards Yamaha Bike FZ, Ambattur, Chennai
ABSTRACT:
Automobile sector is one of the evergreen part in everyone life. India is one of the biggest
manufacturer and producer of two-wheelers in the world. It stands next only to Japan and China
in terms of the number of two-wheelers produced and domestic sales respectively. The Indian
two-wheeler industry made a small beginning in the early 50s when Automobile Products of
India (API) started manufacturing scooters in the country. Customer satisfaction is the degree of
satisfaction provided by the goods or services of a company as measured by the number of repeat
customers. The main objective of the study is to find out the customer satisfaction and loyalty
towards Yamaha bike FZ. Descriptive research is followed in this research. The universe of the
population includes the respondents who are the customers of Yamaha bike FZ, located at
Ambattur. The samples (i.e. sample size 50) were selected among the customers of Yamaha bike
FZ, located at Ambattur for this research. The major findings of the study are, Most (92%) of the
respondents opined that Yamaha has improved after Yamaha FZ bike and Majority (60%) of the
respondents said that they are using bike for fun riding and it is recommended that the Yamaha
bike FZ may try to keep all types of models and all brands as per the requirement of local people
in that locality. From the research, it is concluded that the demographic variables such as age
group, gender and occupation are having less impact on the factors of customers satisfaction.
The research outcome also indicates that, most of the customers are satisfied towards Yamaha
bike FZ with respect to the chosen factors.
I. INTRODUCTION
A market is never saturated with a good product, but it is very quickly saturated with a bad one.
- Henry Ford
Industry volume growth in 5m 2014-15 gears up to 14.8% the fastest pace of growth since
2014. The Indian two-wheeler (2W) industry, the largest in the world in terms of volumes, had
demonstrated positive volume growth in the last three years (2011-14) even when some of the
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EXCEL International Journal of Multidisciplinary Management Studies ________________ ISSN 2249- 8834
EIJMMS, Vol.5 (6), JUNE (2015)
Online available at zenithresearch.org.in
other automobile segments such as passenger vehicles and commercial vehicles experienced
volume contraction in at least one of the last three fiscals. In 5m 2014-15, the 2W industrys
growth was even stronger with sales volumes expanding by a healthy 14.8%, the fastest pace of
growth since 2010-11. While strong demand for scooters (contributed 27% to domestic 2W
industry sales volumes in 5m 2014-15) has been the primary driving force behind overall 2W
industry expansion in the last three years, the motorcycle segments contribution to 2W industry
growth too gained force in 5m 2014-15 by virtue of greater replacement demand and new model
launches by various Original Equipment Manufacturers (OEMs).
V. RESEARCH METHODOLOGY
Descriptive research is followed in this research. The universe of the population includes
the respondents who are the customers of Yamaha bike Fz, located at Ambattur. The samples
(i.e. sample size 50) were selected among the customers of Yamaha show rooms, located at
Ambattur for this research. The samples were chosen from the population, by using Convenience
sampling technique (i.e. Non-probability sampling technique), because the exact population size
is unknown and the accessibility of the customer is difficult. Survey method of data collection
was used in this research. The primary data were collected using structured questionnaire.
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EXCEL International Journal of Multidisciplinary Management Studies ________________ ISSN 2249- 8834
EIJMMS, Vol.5 (6), JUNE (2015)
Online available at zenithresearch.org.in
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EXCEL International Journal of Multidisciplinary Management Studies ________________ ISSN 2249- 8834
EIJMMS, Vol.5 (6), JUNE (2015)
Online available at zenithresearch.org.in
From the table 3, it is inferred that majority (62%) of the respondents prefer disk brake
and majority (70%) of the respondents prefer alloy wheel. Majority (68%) said that they service
their bikes at the showroom. Most (92%) of the respondents opined that Yamaha FZ is successful
in India.
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EXCEL International Journal of Multidisciplinary Management Studies ________________ ISSN 2249- 8834
EIJMMS, Vol.5 (6), JUNE (2015)
Online available at zenithresearch.org.in
Female customers are more satisfied with the Look, Mileage, Speed, Price, Service, Engine CC,
Model Facility, Advertisement, Version 2.0 and accessories having mean value more tan 4.00.
Table 5 t-test for significant difference between male and female respondents with respect
to the overall customer satisfactiontowards Yamaha FZ Bike.
S.No Particulars Gender Mean Std. Deviation t value p value
1. Male 3.74 0.915 0.454 0.389
Look
Female 3.62 0.983
2. Male 3.61 0.656 0.344 0.307
Mileage
Female 3.54 0.761
3. Male 3.96 1.022 1.513 0.038*
Speed
Female 3.42 1.391
4. Male 3.96 1.022 0.112 0.313
Price
Female 3.92 1.055
5. Male 3.70 0.822 -1.335 0.963
Service
Female 4.04 0.958
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EXCEL International Journal of Multidisciplinary Management Studies ________________ ISSN 2249- 8834
EIJMMS, Vol.5 (6), JUNE (2015)
Online available at zenithresearch.org.in
VII. DISCUSSIONS:
Majority (74%) of the respondents are between the Age group of 18-25 years. Majority of
the respondents (74%) of the respondents are male. Majority (60%) of the respondents
belongs to the student category.
Majority (60%) of the respondents said that they are using bike for fun riding.
Majority (54%) of the respondents preferred to purchase Yamaha bikes in future.
26% of the respondents are just satisfied with the Yamaha FZ bikes. customers say that
they purchase Yamaha bikes.
46% of the respondents said that the source of awareness about Yamaha FZ bike is
Television advertisement.
Most (92%) of the respondents opined that Yamaha has improved after Yamaha FZ bike.
Most (86%) of the respondents said that they have seen Yamaha FZ sports bike.
Majority (54%) of the respondents said that they want to purchase 150cc motorbike.
There is no significant difference between the male and female respondents with respect
to factors of customer satisfaction excluding speed of Yamaha FZ bike.
VIII. SUGGESTIONS:
Yamaha can introduce more bike models for women and girls to even to satisfy make
female customers.
More bikes with alloy wheels can be introduced in the market to increase the customers
satisfaction level.
More advertisements about Yamaha FZ can be given to popularize it more in the Indian
market.
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EXCEL International Journal of Multidisciplinary Management Studies ________________ ISSN 2249- 8834
EIJMMS, Vol.5 (6), JUNE (2015)
Online available at zenithresearch.org.in
IX. CONCLUSION:
The project entitled A Study on Customer Satisfaction towards Yamaha FZ. The overall
analysis of the study indicated that at present most of the customers are overall satisfied towards
Yamaha FZbike.
WEB REFERENCES
1. Http://businesstoday.intoday.in/story/small-brands-in-india-yamaha/1/184745.html
2. http://indianexpress.com/article/lifestyle/life-style/indias-homegrown-bike-that-survived-
despite-fz-wars/
3. http://www/fz.com
4. http://www/facebook.com/pages/yamaha-fz /352820401410017?ref=brat
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