CCASBCM231
CCASBCM231
CCASBCM231
UNIVERSITY OF CALICUT
BACHELOR OF COMMERCE
Submitted by
SHARON V THOMAS
(CCASBCM231)
Ms. JISHA C L
DEPARTMENT OF COMMERCE
MARCH 2021
1
CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA
CALICUT UNIVERSITY
DEPARTMENT OF COMMERCE
CERTIFICATE
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DECLARATION
The information and data given in the report is authentic to the best of my
knowledge. The report has not been previously submitted for the award of any
Degree, Diploma, Associateship or other similar title of any other university or
institute.
Date: CCASBCM231
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ACKNOWLEDGEMENT
Above all, I express my eternal gratitude to the Lord Almighty under whose
divine guidance; I have been able to complete this work successfully.
I would like to express my gratitude to all the faculties of the Department for
their interest and cooperation in this regard.
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TABLES OF CONTENTS
FINDINGS, SUGGESTIONS
CHAPTER 5 32 – 35
& CONCLUSION
BIBLOGRAPHY 36 - 37
ANNEXURE
5
LIST OF TABLES
TABLE
TITLE PAGE NO:
NO:
6
Table showing that how long the respondents using
4.16 28
Royal Enfield bike.
4.17 Table showing the Technology of Royal Enfield bike. 29
7
LIST OF CHARTS
FIGURE
TITLE PAGE NO:
NO:
8
Chart showing that how long the respondents using Royal
4.16 28
Enfield bike.
4.18 Chart showing that Royal Enfield Road grip and pickup. 30
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CHAPTER 1
INTRODUCTION
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1.1 Introduction
The two wheeler industry can be divided into motor cycles, scooters ,
electric scoter and mopeds . The buyer has changed his preference mopeds
to scooters then to motor cycles. As females started using two wheelers,
various brands started making vehicles specially to meet to desires of this
segment. Over a period the users migrated from the old style scooter of the
Indian family to the youthful bikes that one’s son rides to college. Here this
project is to focus on how satisfying the Royal Enfield Bullet brand is for
the youths.
The scope of the study is to find out the customer satisfaction with reference to
Royal Bikes. The study covers the different aspects of customer satisfaction.
This study has been conducted among the youth. The scope of study is to judge
the level of satisfaction of consumer with respect to awareness and perception
of Royal Enfield Bikes. This study is aiming for converting unsatisfied
customers into satisfied customers into delightful customers.
1.4.3 To understand the factors that affects the satisfaction of a bullet user.
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The research study is descriptive cum analytical in nature .
Primary data required for doing this research has been collected through a
questionnaire. Secondary sources like articles, online and published journals ,
research papers , books are used.
The target population for this research are customers of thrissur district
of Kerala. Number of population is infinite.
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Graphs are used for presentation
1.8 Limitation
1.9 Chapterization
Chapter 1: Introduction
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CHAPTER 2
REVIEW OF LITERATURE
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2.1 Conceptual Review
Once the customer selects the product or service, they’ll start evaluating the
actual experience against the expected one. This is where a trial period and a
well thought out onboarding process make a difference for high ticket products
and especially for low ticket products with low stickiness.
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2.2 Empirical review
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analyses the market and consumers time to time. And the two wheelers are
playing the more important role in every peoples life in India.”
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expects an upswing in scooters to about 30 per cent in four or five years which
could further scale up to 35 to 40 per cent . Scooters market share is already at
35 per cent in the ‘urbanized’ states-Karnataka , Maharashtra , Gujarat.
Urbanized implies good urban road infrastructure , a significant number of
workingwomen etc.”
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sorting out customers satisfaction level on Royal Enfield bikes adopting
appropriate methodology for information assortment and analysis. Mostly
customers of Royal Enfield are extremely glad in most areas offered by Royal
Enfield and most majorities among the glad customers are delighted customers
on account of reducing the lead-time, rising fuel potency, service and
advertising and by introducing new models”.
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CHAPTER 3
COMPANY AND INDUSTRY PROFILE
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Industry Profile
The two-wheeler industry in India has grown rapidly in the country since the
announcement of the process of liberalization in 1991 by the then finance
minister Dr. Manmohan Singh, now Prime Minister of India. Previously, there
were only a handful of two-wheeler models available in the country. Currently,
India is the second largest producer of two-wheelers in the world. It stands next
only to China and Japan in terms of the number of two-wheelers produced and
the sales of two-wheelers respectively. In the year 2005-2006, the annual
production of two-wheelers in India stood at around 7600801 units.
Motorcycle companies like the Yamaha, Honda, and Kawasaki, set up shop in
India in collaboration with various Indian two-wheeler companies. Companies
like Escorts, Rajdoot and faced immense competition from smaller 100 cc
Japanese technology motorbikes. Bikes manufactured by Hero Honda, the only
company manufacturing four-stroke bikes at that time, gained massive
popularity.
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In the mid 80's, Kinetic introduced a variomatic gearless scooter in
collaboration with Honda. This scooter became instantly popular with the
younger generation, especially people who found it difficult to use geared
scooters. The introduction of scooterettes created another segment for people
such as women and teenagers who could not get used to driving either
motorcycles or gearless scooters. Many companies such as Kinetic, TVS, and
Hero also started manufacturing mopeds that proved immensely popular with
people who wanted a simple riding machine. The change in the government's
policy owning to pollution control norms and the Kyoto agreement saw the
phasing out of two stroke two-wheelers from production. Currently there are
around 10 two-wheeler manufacturers in the country, they being Bajaj, Hero,
Hero Honda, Honda, Indus, Kinetic, Royal Enfield, Suzuki, TVS, and Yamaha.
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CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
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Introduction
According to above table 40% respondents are in the age group 20 to 24 and
6% in above 35 years old.
Respondents
20-24
25-29
30-35
Above 35
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Table 4.2 :Showing the sex ratio of respondents .
Gender
50
40
30
20 Gender
10
0
Male Female Others
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Table 4.3: showing the occupation of respondents
Servant
Professional 10 20
Self-employed 8 16
others 2 4
Total 50 100
(Source : primary data)
According to the above table 44% respondents were students, 16% respondents
were government servants,20% were professionals, 16% were self employed
and 4% respondents were doing other jobs.
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Table 4.4 : showing the model of Royal Enfield bike that the
respondent have
Classic 350 16 32
Classic 500 8 16
Continental GT 650 2 4
Interceptor 650 3 6
Bullet 350 7 14
Bullet 500 1 2
Thunderbird 350 5 10
Thunderbird 500 2 4
Total 50 100
According to the above table 32% respondents are using bullet classic 350
which is highest number followed by classic 500 by 16% respondents. And
other models of bullets having less users in the district.
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Figure 4.4 Showingthe model of Royal Enfield bike that the
respondent have
18
16
14
12
10
8
6
4
2
0
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Table 4.5 : showing the satisfaction level with respect to sales service
of your Royal Enfield
According to the above table 24% respondents are highly satisfied, 50% of
them are satisfied while 26% of them are dissatisfied with the after sale service
of their Royal Enfield bike.
Satisfaction level
Highly satisfied
Satisfied
Dissatisfied
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Table4.6 : showing the company acts towards the complaints lodged
by the customers
According to the above table 66% respondents are of the view that, agree that
company acts towards the complaints lodged by the customers, 18% of them
are not agreeing with this statement, while 16% of them can’t say anything.
Yes
No
Can't say
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Table 4.7 : showing the rate of fuel consumption for Royal Enfield
Bike
According to the above table 50% respondents are of the view that Royal
Enfield bike has average fuel consumption rate, 32% of them are saying that
the fuel consumption rate is low, while 18% of them are of the view that it has
high fuel consumption rate.
Figure 4.7 : showing the rate of fuel consumption for Royal Enfield
Bike
Low
Average
High
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Table 4.8 :showing satisfaction with the bikes mileage
According to the above table 28% respondents are Satisfied with the bike’s
mileage, 36% of them are not agreeing with this statement, while 36% of them
can’t say anything.
Yes
No
Can't say
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Table 4.9 :showing getting the spare parts of Royal Enfield in
market
According to the above table 46% respondents are of the view that, they easily
get spare parts of bike in the market, 32% of them are not agreeing with this
statement while 22% of them can’t say anything.
Yes
No
Can't say
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Table 4.10 : showing the comfort and convenience of the Royal
Enfield bike
According to the above table 40% of respondents are of the view that Royal
Enfield bike is very comfortable and convenient for them. 36% of them are
saying that comfort is average, while 24% says that bike is not comfortable and
convenient for them.
Very comfortable
Average
Not comfortable
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Table4.11: showing Are you satisfied with the performance of the
bike
According to the above table 26% respondents are highly satisfied, 46% of
them are Satisfied while 28% of them are dissatisfied with the performance of
Royal Enfield bike
Figure 4.11: showing are you satisfied with the performance of the
bike
Highly satisfied
Satisfied
Dissatisfied
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Table 4.12 : Showing one thing that improve in Royal Enfield bike
According to the above table 16% respondents says that company should
improve speed of bike, 44% says mileage, 28% says look and 12% says that
there is no need to make any change in bike.
Figure 4.12 : Showing one thing that improve in Royal Enfield bike
Want to improve
Speed
Mileage
Look
No need to improve
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Table 4.13: showing that what can be done to improve Royal Enfield
bike’s sales in local markets
According to the above table 12% respondents says that company should
advertise more, 22% says that company should provide better service, 24%
says improve quality, 34% says that company should reduce the price of the
product and 8% says that there is no need to change for growing sales in local
market.
Figure 4.13: showing that what can be done to improve Royal Enfield
bike’s sales in local markets
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What can be done to improve sales
15
What can be done to improve
10 sales
5
0
Advertise Provide Improve Should No need to
more better quality reduce price improve
service
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Table 4.14: showing that the respondents recommended Royal
Enfield brand to others
According to the above table Majority of the respondents that is 76% says that
the would recommend Royal Enfield brand to others while 24% is of opinion
that they will not recommend it to others.
30
0
Yes No
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Table 4.15: Showing that how the respondents knowabout Royal
Enfield
According to the above table 8% of respondents came to know about the Royal
Enfield from their family itself. Online was the other medium through which
52% of respondents came to know about this bike. 10% respondents find about
Royal Enfield through magazines and 30% of respondents came to know about
it through friends.
Figure 4.15: Showing that how the respondents know about Royal
Enfield
Family
Online
Magazine
Friends
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Table 4.16: Showing that how long the respondents using Royal
Enfield bike.
According to the above table, Percentage of respondents using the bike for the
time period of less than one year is 18%. 24% Respondents are using the bike
for nearly 1 year and 20% are using the bike for 2 years. 16% of respondents
are using the bike for about 3 years while 22% of the respondents are using it
for more than3 years .
Figure 4.16: Showing that how long the respondents using Royal
Enfield bike.
15
The year that using Royal Enfield bike
10
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Table 4.17: Showing the Technology of Royal Enfield bike.
Magnificent
Superb
Delighting
Ordinary
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Table 4.18 : showing that Royal Enfield Road grip and pickup.
According to the above table 12% of respondents says that Road grip and
pickup of Royal Enfield is excellent while 46% comments that it is good. 22%
of respondents are Satisfied with the Road grip and pickup and 20% of them
comments that it is worst.
20
15
Royal Enfield Road grip and
10 pickup
0
Excellent Good Satisfied Worst
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Table4.19 : Showing the Overall satisfaction level of Royal Enfield
bike .
According to the above table 24% of respondents are of the opinion that the
bike is excellent. Half of the respondents 50% is of the opinion that the bike is
good. 16% comments that they are Satisfied with the bike and 10% comments
that the Royal Enfield bike is bad.
25
20
15
Overol satisfaction of Royal
Enfield bike
10
0
Excellent Good Satisfied Bad
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CHAPTER 5
FINDINGS ,SUGGESTIONS AND CONCLUSIONS
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5.1 Findings
It is inferred that most of the Royal Enfield users are youth and adults
are generally not preferring Royal Enfield bikes.
It is inferred that majority males are customers of Royal Enfield bikes
and only some girls are using it.
Majority of students are owning Royal Enfield and the main reason is it
shows strongness, other professionals are less as compare to students.
It is inferred that classic 350 is favorite among the customers and other
models are unable to attract customers.
It is inferred smaller number of respondents are Satisfied with after sale
service of Royal Enfield.
Most of the customers says that the company act towards complaints
lodged by customers.
It is inferred that half of the respondents feel that the fuel consumption
is average as compared to other bikes.
It is inferred that customers are not fully satisfied with the mileage of
Royal Enfield bike.
Most of the respondents feel that the part of Royal Enfield are available
in the market, there is no any shortage kind of situation.
It is inferred that Royal Enfield bike is more comfortable as compared to
other sport bikes.
There is fewer number of respondents who highly satisfied with the
performance of Royal Enfield. Most of the customers are not fully
satisfied with the performance of bike.
..It is inferred that maximum number of customers want more fuel
efficient bike. They suggested improvement in mileage.
Most of the respondents think that company should reduce price of its
products as well as improve the quality of bikes.
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It is inferred that most of the respondents says that they will recommend
the brand to others.It is inferred that most of the respondents came to
know about Royal Enfield through online media.
Majority of respondents are using Royal Enfield for one year.
Most of the respondents are of the opinion that the technology of Royal
Enfield bike is superb.
It is inferred that majority are of the opinion that the Road grip and
pickup of bike is good.
It is inferred that majority of the respondents are of the opinion that the
bike is good.
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5.2 Suggestion
After analyzing the findings, the following suggestions have been prepared.
Great Care has been taken in making these suggestions for the improvement of
coustemer's opinion.
The respondents felt the after sale service of bikes should be changed to
attract the customers.
Improve the mileage of Royal Enfield bikes .
A considerable number of respondents opined that there is no need to
improve the technology of Royal Enfield bikes like bike should have
digital meter.
The bikes recently introduced by Royal Enfield are mostly concerned
about youth. So they should also consider middle aged people while
manufacturing.
The price of Royal Enfield bike is high, and it should be decreased to
attract more customers .
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5.3 Conclusion
The study has helped Royal Enfield bullet dealers to understand whether the
purchasers are happy or not. If not what are the reasons for the discontent of
client to the dealers and what are the ways to recover the Satisfaction level of
client towards dealer that's once sale service. Come back to accomplish
younger generation and time of life are additional fascinated by Royal Enfield
bullet, the shopping for behavior is ruled preponderantly by the requirements
for power and respect for the long lasting whole and users are largely skilled
males, 20-35 years getting on, together with some students.
In last concludes that majority of respondents said that they are Satisfied with
the bikes performance, but company should focus on the reduction of the price
of the bike and investigate the improvement in after sale service of bikes. The
fuel consumption is also high as per respondents point of view. Finally, we can
say that customers in local market are not fully satisfied with the Royal Enfield
bike.
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BIBLIOGRAPHY
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Bibliography
51
Mr. Faisal. T,August (2014). "A study on customer satisfaction towards Royal
Enfield with special reference to Malapuram district."Asia pacific Journal of
research, 13.
WEBSITES
www.wikipedia.com
www.scibd.com
www.shodhganga.com
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APPENDIX
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Questionnaire
1. Name
2. Age
20-24
25-29
30-35
Above 30
3. Gender
Male
Female
Others
4.Occupation
Student
Government servant
Professional
Others
Meteor 350
Classic 350
Classic 500
Continental GT 650
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Interceptor 650
Bullet 350
Bullet 500
Thunderbird 350
Thunderbird 500
6. How you rate for your satisfaction level with respect to sales service of
your Royal Enfield bike ?
Highly satisfied
Satisfied
c)Dissatisfied
7. Do you agree that company acts towards the complaints lodged by the
customers ?
a)Yes
b) No
c) Can’t say
Low
Average
High
Yes
No
Can’t say
10. Will you easily get spare parts of Royal Enfield in market ?
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Yes
No
Can’t say
11. When it come to comfort and convenience, the Royal Enfield bike is………
Very comfortable
Average
Not comfortable
Highly satisfied
Satisfied
Dissatisfied
Speed
Mileage
Look
No need to improve
14. According to your opinion what can be done to improve Royal Enfield
bike’s sales in local markets?
Advertise more
Provide better service
Improve quality
Should reduce price
No need to improve
Yes
No
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16. How did you come to know about Royal Enfield?
Family
Online
Magazine
Friends
Below 1 year
1 year
2 year
3 year
Above 3 year
Magnificent
Superb
Delighting
Ordinary
19. What do you think about Royal Enfield Road grip and pickup?
Excellent
Good
Satisfied
Worst
Excellent
Good
Satisfied
Bad
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