A study on customer

satisfaction towards Yamaha

bikes
TABLE OF CONTENTS

CHAPTER CHAPTERS PAGE

NO. NO.
EXECUTIVE SUMMARY 1
1 INTRODUCTION
1.1 introduction 3
1.2 Industry Profile 3-4
1.3 Company profile 4-5
1.4 Vision, Mission , Goals and Quality policy 5
1.5 Product and Service Profile 6-15
1.6 Area of Operations 16

1.7 Insfrastructure facilities 16

1.8 Company competitors 17

1.9 Swot Analysis 17-18
2.0 Future growth and prospects 18
2.1 Financial statements 19-20

2 THEORETICAL BACKGROUND AND LITERATURE

REVIEW
2.1 Theoretical background 22
2.2 Review of Literature 22-26

3 RESEARCH DESIGN
3.1 Statement of Problem 28
3.2 Need for the study 28
3.3 Objective of the study 28
3.4 Scope of the study 29
3.5 Research Methodology 29-30
CHAPTER – 1
INTRODUCTION

2
1.1 INTRODUCTION

My internship project report is on the topic ‘A study on customer satisfaction towards Yamaha

bike’. I have completed my internship in Bangalore wheels. (Yamaha bike showroom).

previous to my internship in Bangalore wheels, there having many questions were in my mind

regarding the how the showroom manages the customer, and also the questions about the

Yamaha bikes are satisfying the customer.

The internship provides a realistic advantage to the college student. To gain the knowledge and

experience towards the chosen matter. Internship presents how theoretical knowledge which

observes on the working field.

1.2 INDUSTRY PROFILE:

The world's automakers face a rate of alteration unlike that the any other time in the industry's
past. Digitalization, connectivity, increasing powertrain technologies, tougher regulations, and
shifts in the buyer attitudes have shaped a unprecedented challenges as well as opportunities.
In pursuit of the sales development, international automakers have invested deeply in the
emerging markets, but slower demand, especially in the China, has highlighted the risks of the
investments. Exactly assessing economic conditions in specific markets has become more
significant than ever for automakers.
Annual global sales of the light vehicles, which include the passenger cars and lights trucks,
total about 80million, According to the data compiled by Scotiabank. Industry watchers expect
global light vehicle sales to increase slightly more than the 3% in 2018. Demand in China will
lead to global growth but is slowing amid a cooling economy. Strong economic growth and
rising average vehicle age in the North America and in Europe are expected to help drive
moderate sales growth. Leading countries for car manufacturing include China, Germany,
Japan, South Korea, and the US. Unit sales are highest in China, North America, and Western
Europe.

3
History of the automobiles:

History of the automobile industry first origin in the year 1769 it was the formation of steam

engine. In the year 1806 the very first case powered by an inside combustion engine running

on gas fuel arrived in 1885 introduction of ubiquitous modern gasoline or petrol filled internal

combustion engine, In the 20th century first introduced the power electric cars.

History of the bikes era begins in the 2nd semi of the 19th centuries. Bikes are the most sink

from the "safety cycles" the bicycle with the rear and front wheels of the same size and the

pedal head of the mechanism to ride the rear wheel. Despite some previous benchmarks in its

Evolution, the motorcycle is the very less rigid birth that can be found back to a single machine

or idea.. Instead of the idea seems to have occurred to high engineers and inventors in Europe

at around the same period.

1.3 Company profile:-

Yamaha motor Pvt Ltd as made up in India in the year 1985 as the joint venture in the year

2001, in august Yamaha motor company limited has became a 100(%) percent subsidiary in

2008 Mitsui and company has made an contract with Yamaha company to turn out to be a joint

investor in India.

Yamaha motor company is extremely customer-driven and has a universal network of over

2300 customer touch point and it was with the 500 dealers.

Type - public company.

Industry - Automobiles industry.

Predecessor - YAMAHA MOTOR PVT LTD.

Headquarters(HQ) - Iwata and Japan

Key persons - Hiroyuki Yanagi

4
Product - Automobiles

Returns - 410.4 Billon JPY

Net income - 22.9 Billion JPY

1.4 MISSION, VISION, AND GOALS

VISION MISION AND VALUES OF THE COMPANY

VISION: To be a leader in the market.

MISION: To attain better level of service to buyers.

VALUES: To buyer forced behavior carrying for the buyer integrity.

5
1.5 PRODUCT AND SERVICE PROFILE

Figure 1.1 Yamaha fascino:

Specifications:

• 66-KM per ltr.

• Category: moped.

• 113 CC MOTORCYCLE.

• Top speed is 80 KMPH.

• Petrol engine.

• Transmission: automatic.

• Engine kind: Air-cooled, four-stroke, two-valve.

• Best range.

• Front and rear break type dump.

6
Figure1.2Yamaha Fz25:

Specifications:

• 43-KM per ltr.

• 249 CC bike.

• Power: 20.9 per sec.

• 8000 revolution per minute.

• Engine kind: Air-cooled, four-stroke, two-valve, Single cylinder

• Brake: front and rear disk.

• Best range.

• Analog meter.

Figure1.3Yamaha YZF R14:

7
Specifications:

• 40-KM per ltr.

• Kind: bike

• 149 CC bike.

• Top speed is 131 KMPH

• Power 16.8 per sec.

• 8500 revolution for each minute.

• Engine kind: Air-cooled, four-stroke, four-valve, Liquid-Cooled Single Cylinder

• Brakes :front and rear disk.

• Best in mileage.

• Analog meter.

Figure1.4 Yamaha RFZ R15F:

Specifications:

• 45-KM per ltr.

• Kind: motorcycle

• 149 CC bike.

• Top speed is 130KMPH

• Power :16.8 per sec.

8
• 8500 revolution per minute.

• Engine kind: liquid-cooled, four-stroke, four-valve.

• Brakes :front and rear disc.

• Best mileage.

• analog meter

Figure1.5 Yamaha RAY Z:

Specifications:

• 66-KM per ltr.

• Kind: moped

• 113 CC bikes.

• Top speed :86KMPH

• Power: 7.1per sec.

• 7500 revolution per minute.

• Engine kind: air-cooled, four-stroke, liquid-valve cylinder.

• Brakes: front and rear drum

• Best mileage.

• Analog meter

9
Figure1.6 Yamaha FZ FI:

Specifications:

• 45-KM per ltr.

• Kind: motorcycle.

• 149 CC.

• High speed is 112KMPH.

• Power :13.8 per sec.

• 8000 revolution per minute.

• Engine kind: Air-cooled, four-stroke, two-valve.

• Brakes :front disc and rear drum.

• Best mileage.

• analog meter

Figure1.7 Yamaha Fazer FI:

10
Specifications:

• 42-KM per ltr.

• kind:motorcycle.

• 149 CC bike.

• High speed is 121KMPH

• Power 14.8 per sec.

• 8500 revolution per minute.

• Engine kind:Air-cooled, four-stroke, two-valve.

• Brake:front disc and rear drum.

• Best mileage.

• Analog meter.

Figure1.8 Yamaha :

Specifications:

• 51 KM per ltr.

• Kind: motorcycle.

• 149 CC bikes.

• high speed is 107KMPH.

• Power 13.1 per sec.

• 8500 revolution per minute.

11
• Engine kind: Air-cooled single cylinder, four-stroke, two-valve.

• Brakes:front disc and rear drum.

• Best range.

• Analog meter.

Figure1.9 Yamaha YZF R3:

Specification

• 24 KM per ltr.

• Kind :motorcycle.

• 321 CC bike.

• High speed is 188KMPH.

• Power 41.4 BHP.

• 17500 revolution per minute.

• Engine kind :two cylinders, liquid cooled, four-stroke, four-valve.

• Brakes: front disc and rear disc.

• Analog meter.

12
Figure1.10Yamaha SZ-RR:

Specifications:

• 50 KM per ltr.

• Kind: motorcycle.

• 149 CC bikes.

• High speed is105KMPH.

• Power 12.1 per sec.

• 7500 revolution per minute.

• Engine kind: Air-cooled, four-stroke, two-valve.

• Brakes: front disc and rear drum.

• Best range.

• Analog meter.

Figure1.11 Yamaha Alpha:

13
Specifications:

• 66KM per ltr.

• Kind :moped.

• 113 CC bikes.

• High speed is 85KMPH

• Power 7.1per sec.

• 7500 revolution per minute.

• Engine kind: air-cooled, four-stroke, two-valve cylinder.

• Brakes:front and rear drum.

• Best range.

• Analog meter

Figure1.12 Yamaha FZI:

Specifications:

• 21 KM per ltr.

• Kind: motorcycle.

• 998 CC bikes.

• High speed is 255KMPH.

• Power 148 BHP.

14
• 11000 revolution per minute.

• Engine kind: liquid-cooled double cylinder, four-stroke, five-valve.

• Brakes :front disc and rear disc.

• Digital meter.

Figure1.13 Yamaha Fz:

Specifications:

• 50 KM per ltr.

• Kind: motorcycle

• 153 CC bikes.

• High speed is 117KMPH

• Power 14 per sec.

• 7500 revolution per minute.

• Engine kind:Air-cooled, single cylinder, four-stroke.

• Brakes: front disc and rear drum.

• Best range.

• Analog meter.

15
1.6 AREAS OF OPERATION

Company has been functioned in the different nations they are:

1. PAKISTAN.

2. INDONESIA.

3. THAILAND.

4. MALASIA.

5. PHILIPPINE.

6. TAIWAN.

7. COMBBODIA.

8. CHINA.

9. AUSTRALIA.

10. NEWZELAND.

11. SINGAPOOR.

1.7 INSFRASTRUCTURE FACILITIES

BANGALORE WHEELS has a modern showroom to the sell Yamaha bikes and equipped

workshop to provide service. Bangalore wheels is authorized dealership with the Yamaha

motor private limited. Today Bangalore wheels has expanded with showrooms.

• Modern fast class audio visual in the waiting room

• Good large discussion room.

• Test drives are provided.

• Display board are provided

16
1.8 COMPANY COMPITATORS

• HERO.

• Honda.

• Bajaj.

• TVS .

• Royal Enfield.

1.9 SWOT ANALYSIS

STRENGTH, WEAKNESS,OPPORTUNITIES AND THREATS.

Strengths:

✓ Yamaha and their quality and customized product.

✓ Yamaha firm has 40k workers.

✓ High level of marketing.

✓ Promoting circulation of the Yamaha bikes through international.

✓ It was one of the significant brand moto GP and world superbike.

✓ Yamaha is producing 50 to 1900 cc bikes.

✓ It has reached the organization by a great degree.

✓ Innovative offer and scheme are provided.

Weakness:

✓ Yamaha R1 are entirely costly

✓ Street safety is less.

✓ Extra parts of the Yamaha motorcycles are costly.

17
Opportunities:

✓ Promoting eco-friendly bikes designed to less pollution

✓ A segment of two wheeler is a fast rising industry.

✓ Motorcycle export is limited that is the international market is untapped.

Threats:

✓ Hard race in India as well as international products.

✓ Government policies & rules.

✓ Public transport by govt. is straight affective.

1.10 FUTURE GROWTH AND PROSPECTS

The Bangalore wheels are dedicated toko management to provide employees with a friendly,
creative and challenging work environment. They have moved from grades and incentives to
other steps. The Bangalore Wheel aims to provide a higher level of customer satisfaction and
good service to customers

18
1..11 FINANCIAL STATEMENT

Period Ending 12/31/2017 12/31/2016 12/31/2015

Current Assets
Cash And Cash
156,634,000 135,525,000 107,617,000
Equivalents
Short Term
- - -
Investments
Net Receivables 313,851,000 292,132,000 279,415,000
Inventory 307,628,000 294,289,000 310,768,000
Other Current
76,905,000 72,997,000 103,607,000
Assets
Total Current
855,018,000 794,943,000 801,407,000
Assets
Long Term
188,620,000 150,915,000 105,027,000
Investments
Property Plant
347,997,000 350,668,000 341,075,000
and Equipment
Goodwill - - -
Intangible
11,173,000 8,658,000 7,518,000
Assets
Accumulated
- - -
Amortization
Other Assets 13,037,000 13,592,000 50,209,000
Deferred Long
Term Asset 13,035,000 12,516,000 12,362,000
Charges
Total Assets 1,415,845,000 1,318,776,000 1,305,236,000
Current
Liabilities
Accounts
154,689,000 143,789,000 145,087,000
Payable
Short/Current
Long Term 353,490,000 364,381,000 410,147,000
Debt
Other Current
142,578,000 135,440,000 124,139,000
Liabilities
Total Current
502,153,000 474,621,000 540,620,000
Liabilities
Long Term
162,569,000 181,960,000 150,295,000
Debt
Other Liabilities 85,891,000 86,790,000 82,621,000
Deferred Long
Term Liability - - -
Charges
Minority
42,430,000 41,238,000 40,910,000
Interest
Negative
- - -
Goodwill

19
Total Liabilities 750,613,000 743,371,000 773,536,000
Stockholders'
Equity
Misc. Stocks
Options - - -
Warrants
Redeemable
- - -
Preferred Stock
Preferred Stock - - -
Common Stock 85,797,000 85,797,000 85,782,000
Retained
513,182,000 434,361,000 390,559,000
Earnings
Treasury Stock -50,839,000 -60,703,000 -60,249,000
Capital Surplus 74,662,000 74,712,000 74,698,000
Other
Stockholder -50,117,000 -59,989,000 -59,540,000
Equity
Total
Stockholder 622,802,000 534,167,000 490,790,000
Equity
Net Tangible
611,629,000 525,509,000 483,272,000
Assets

20
CHAPTER – 2
CONCEPTUAL BACKGROUND AND LITERATURE
REVIEW

21
2.1 THEORECTICAL BACKGROUND OF THE STUDY

It is the study to attract the customers towards the Yamaha showroom by satisfying the
expectations of the customers and also understanding the demand and thinking,etc. main aim
is how to satisfy and to make feel better at showroom and also helps to use all the data for
future perspective to improve satisfaction level.
Customer satisfaction is the key to business to earn the profit and to obtain the market
leadership. The term indicates it is group of client that are inquisitive about the resource
According to the Philip Kotler, “A market contains of all the possible customer of distribution

a particular need or a want who is willing and able to engage in exchange, to satisfy the need

or want”.

According to courno, “The Economists is recognized by the term market, not by any specific

market place in which things are bought and vended, but the full of any region in which

purchaser and vendor are in such a free intercourse with one other that the prices of the same

goods tend to be at equity and quickly”.

According to Pyle, “The Market contains both the place and area in which venders are in the

free competition with one another”

So, the extent of the market depends upon worth of person WHO has the unjoyful wants , is

doubtless skilled of playacting the exchange.

2.2 REVIEW OF LITERATURE

Ajzen & Hassn (1991).

In this study this function is one of the most familiar of Sidgwick, the practical is really based

on the moral theory of utilitarianism, in this study of customer satisfaction the consumers

behavior is entirely based on usefulness function when the choice rotates around the amount

discomfort or pleasure in carries.

22
Bhatnagar (2000).

In the findings of the author has inspected that the consumers satisfaction many time influenced

by the availability of consumer goods and services,the delivery of quality buyers goods and

service has established a major concern of all trades. Consumer satisfaction is typically known

as a post-consumption finding judgment concerning an exact goods or service.

Bousch & Homer (1988).

In this findings Author designed about the trustworthy buyers satisfaction. True customers are

those who buys same brand goods in their shopping everytime. They never bothered about

the value because they knew about quality will be maintained according to the price of the

product. A faithful customer is more important than 10 new customers to the company.

Csikszentmihalyi (2000).

In this findings of the author inspected that there are a connection between brand structure and

the consumer satisfaction about the product. It is agreed because if the grade of consumer

increase, the brand price increase and the degree of consumer satisfaction reduce then usually

brand value will reduce. It is related to each other.

Dailey & Fmi (2000).

In the findings, author has inspected that evaluation reduced that the consumption experience

was at smallest as better as it was supposed to be in the customer's attitude towards the product.

D’essenc (2001).

In this study, the author has studied about the position of the consumer attitude, Which is very

significant in gaining the customers, and this procedure is also known as the customer

relationship management.

23
Donthu & Garcia (1999).

In this study ,the author has well-defined that the influencing the buying process of the

customers, for eg, friends, relatives, media, and ads. These kinds of factors impact the customer

to buy the products. These are the solid forces which make potential buyer.

Harrison & Albertsons (2001). In this study , we can sign the worth of consumer’s response

to the assessment of the perceived discrepancy between past expectations and the definite

performance of the goods and services as perceived after its consumption.

Heng patrick & Low kim (2006).

In this study,the author has analyzed that buyers satisfaction is influenced by the obtainability

of consumer goods and services, The provision of excellence of buyers service has developed

a main. the worry of all businesses. Consumer satisfaction is naturally defined as a post-

consumption evaluative ruling concerning a exact goods or service.

Hoffman & Novak (1996).

In this study, the author has examined the grade of consumer prospects toward a exact brand.

Hence the consumer prospects differ from one brand to another. So, we have to sort out our

customer expectations.

Hsiao H L (2010).

In this study, The author has examined the post-acquisition attitude of client.in the time of

purchase buyers boldness is positive but after the purchase, the attitude may turn into an

negative and then it primes to dissatisfaction.

Kim & Karpova (2010).

In this study, the author had explained the publicity skills to the sellers to gain the new

customers to improve the sales volume. If the volume of the sales increases than mechanically

profit will also increase.

24
Lorek (2001).

In this study ,the author has provided a meaning for ‘consumer’ upon two approaches: With

the location to trustworthiness, “A consumer is the being who measures the quality of the

products and services” and on the process-oriented approach, “the customer is the existence or

group that obtains the effort output”.

Mcgraw Hill (1999).

In this study, the author has examined the buying behavior of buyer which helps to make selling

plans from the seller or from the company and he defines gratification as, “The buyer’s

cognitive state of being sufficiently or inadequately rewarded for the expenses undergone”

Mohammad Amin (2009).

In this study,the author has examined the psychological factors convincing in fulfillment of the

product and services. The summary psychological state results in when the reaction

surrounding disconfirmed prospects is coupled with. consumers’ prior feelings about the

investing experience.

Mowen & Minor (1998).

In this study authors have examined the association between the product selections and the new

product development course. Authors have also examined the major key subjects in the course

of new creation presentation process.

Monroe & Dodds, (1988).

In the study the authors have examined the success issues of the product launch and tactics.

outlines and marketing are to be done while making product launch to the market. Authors also

studied about the product putting, targeting for the success and innovativeness of the product

presentation.

25
Quelch & Klein (1996).

In the study,the authors have studied about the unsafe factors which are complex in the new

product introduction with reference to the IBM AS/400 products. Authors also deliberate about

the pre-launch and post-lunch policies for the goods do well in the market.

Raman Swati & Radhika Neela (2005).

In this study,the author has inspected about the product launch of the medicinal product to the

market. Strategic grounding for the launch and work in a loan for the launch of the formation

are important for the new product presentation course. Author has also inspected the insight

change about the goods in market and potentials of changing the perception to the product.

Roy Subhadip (2005).

Has provided an exhaustive segment wise commentary on the subject. He has also dealt with

the role of nationwide and international consumer organizations in consumer protection.

Thathoo Rahul & Kacheria Rahil (2007).

In this study the author has Studied argued that now a days businesses hope to reach

profitability more quickly, and faster way to reach universal brand awareness is through online

channels.

Torkzadeh & Dillion (2010).

The book exposes the main subjects in customer law and summarizes the standards governing

and they have also reflected the rules of governing customer contacts and policies minimizing

these rules.

26
3.1 STATEMENT OF THE PROBLEM.
A Study on “CUSTOMER SATISFACTION TOWARDS YAMAHA BIKES”
The topic is designed to improve customer satisfaction towards product and services at
Banglore Wheels. The research is also directed towards finding various factors causing
satisfaction and dissatisfaction towards the various services rendered by BANGALORE
WHEELS OF YAMAHA BIKES. How can company could improve its marketing strategies
to improve the customer satisfaction level.
3.2 NEED FOR THE STUDY.
The main need to study about company is to know the company is satisfying the customer

needs and whether customer are satisfying with the service or not. This research study will

improve the customer service of the company.

• It helps to determine the post-purchase feedback of buyer to improve the delivery and

service of the product.

• It is a process of studying buyer satisfaction.

It helps to figure long-term connection with customer

3.3 OBJECTIVES OF THE STUDY

• To understand the satisfaction level of buyer towards Yamaha bike.

• To know the level of the buyer satisfaction.

• To know about diverse brands of the similar bikes sold in the area.

• To study the marketing strategy.

• To know about Yamaha motorcycles with regards in the specified customer view.

28
3.4 SCOPE OF THE STUDY:
This study is directing towards providing Yamaha Motors with an insight into the success of
as well as the buyers response and consciousness towards the brand, products, and services of
the Yamaha.
The information will be analyzed and presented in a simple and in a exact way on the basis of
which pertinent recommendations have been made to the firm to improve the services, policies,
and strategies of the company.
• From the study, we can recognize the market of the other competitors and consequently
formulate a strategy to enhance the market .
• The study is exclusively conducted to collect the information about our customer
satifaction towards Yamaha.
• The study is concerned only with Yamaha buyers.
3.5 RESEARCH METHODOLOGY:

Descriptive research:

This study is answering numerous question start with what, who, where, how and when this

research is very hard as well as it estimate eminent degree of high qualified skills understand

and answer the problem. In this study,I have used descriptive research design to the conduct a

survey on customer satisfaction towards the Yamaha bikes at bangalore wheels.

Sampling plan:-

➢ Sample size

It is considered as a part of the population from Bangalore city at Bangalore wheels (Yamaha

bikes showroom) and the sampling size is 100. It is a study of the attitude and the

characteristics of people of a sample, rather than all the size of the population. Thus the sample

preparation is the most important factor of the project.

29
➢ Sampling techniques:

The sampling techniques are the convenience sampling technique those are obtained by

selecting population unit for the study. This study refers to the people being examine those are

selected neither by probability nor by finding.

Tools used for sampling:

Graphical percentage analysis.

Data collection method:

The data will be collected by 2 mrthods ,primary and secondary data.

Primary data:

The primary data are collected from Yamaha bikes users who has purchased their vehicles

from the banglore whells and it is also collected by the help of the questionnaires.The

respondents are only just 100 members, interview by the personal method to help the more

effective study on the customer satisfaction towards Yamaha bikes. The questions are in the

form of both open ended and close ended.

Secondary data:

The secondary information will be collected by the help of yamaha showroom brochure,

journals, book in the libraries and by checking the form of a various employee in the

organization.

3.6 LIMITATION OF THE STUDY

• Less number of respondents is taken for the study.

• Lack of response by th

• 2e respondents to the study.

• The fast moving lifestyle of buyers may adversely affect this research.

• It is just determined only in the Bangalore.

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