Customer Satification of Herohond

Topics: Marketing, Customer service, Belief Pages: 8 (1926 words) Published: February 12, 2013
Cutomer's Opinions


Customer’s Opinions towards Hero Honda – Splendor + bike DR.D.SREERAMULU
Assistant Professor, Department of Business Management, Osmania University, Hyderabad –7.

INTRODUCTION Satisfaction is a person’s feelings of pleasure (or) disappointment resulting from comparing a products perceived performance (outcome) in relation to his / her expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations the customer is highly satisfied (or) delighted. Many companies are aiming for high satisfaction because they are much less ready to switch. Buyer’s expectations formed on the basis of past buying experience, friend’s & associates advice and marketers and competitor’s information and promises. If marketers raise expectations too high, the buyer is likely to be disappointed. Even if the company sets expectations too low, it won’t attract enough buyers. So the expectations should match the performance.

A customer is the most important person even in any company. A customer never dependent on company, but the company dependent on him. A customer is a person who brings company his wants. It is company job to handle them profitably to him and to company. A customer is not an interruption of marketers work he is the purpose of it. CUSTOMER VALUE Our premise is the customers will buy from the firm that the perceive offers the highest customers delivered value. Customers delivered value is the difference between total customer value & total customer cost. Total customer value is the bundle of benefits customers expect from a given product (or) service. Total customer cost is the bundle of costs customers expect to incur in


Osmania Journal of Management

evaluating, obtaining, using and disposing of the product / service. OBJECTIVES OF THE STUDY 1. To know the customer’s expectations towards Hero Honda Splendor+. 2. To find out the customer’s opinion, regarding various aspects of the bike. 3. To give appropriate suggestion to the company regarding the performance of the bike. SCOPE OF THE STUDY The study is aimed at finding out the customer’s opinion towards Hero Honda Splender+ The researcher has taken up 200 samples for the study, in Hyderabad city. The study would reveal the intensity of gap between company’s deliverance and the customer’s expectation. The revelation of the study would keep the company informed about the customer’s perception towards the bike and various aspects concerned. LIMITATIONS OF THE STUDY The sample of 200 respondents may constitute limitations due to small no. Of samples. The study is restricted to only one product i.e. Hero Honda Splendor+ Only.

RESEARCH METHODOLOGY SOURCES OF THE DATA The study is based on both primary and secondary data. Primary data: The questionnaires were administered to respondents in various Parts of Hyderabad & Secunderabad cities in India. The study is mainly based on the primary data generated, The secondary data : Secondary data was obtained through company, profile & information’s available in textbooks & magazines related to the topic. Sample Size: A total of 200 samples have been selected for the study. Sample Method: The study used the convenience sampling method for collecting necessary primary data. This is a non-probability sampling method. Questionnaires were used to gather the primary data from Customers only. REVIEW OF LITERATURE V S.Ramswamy, S.Namakumari Observed in their book given much importance to consumers and observed that “concern for the consumer is the essence of the marketing concept. As such when a firm practices the marketing concept,

Cutomer's Opinions


it automatically takes full care of the interest of the consumer and there is no need or scope for the consumers to get organized in their defense. In fact when a firm practices the marketing concept, the...
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