IGNOU MMPP-01 Project – Honda Activa After-Sales Service and Customer Satisfaction: Vadodara Case Study

The requirement of vehicles in India is huge as the penetration is still very low. India is a nation of 1.2 billion people and if you look at the two-wheeler sales in India, it is almost two crores annually. It means that close to 2 per cent of the Indian population is buying two wheelers every year and the total percentage of car buyers is even lower. Assuming that life of the vehicle ranges from three years to 10 years, the scope of growth in India is huge. While the growth of the industry is linked to the overall growth of the economy, the automobile industry in India is bound to grow. There is immense scope for many new ideas to come and help the industry grow from the level it has achieved today.

Objectives

• To assess the customer satisfaction towards after sales service of Honda Activa scooty.
• To examine the factors (gender, age, and incomes) influencing customer satisfaction towards after sales service provided by Honda Activa scooty.
• To examine the influence of attributes (vehicle service, maintenance, extended warranty, upgrade product, training, emergency breakdown and queries) on customer satisfaction towards after sales service of Honda Activa scooty.
• To examine the relationship between quality of Honda Activa scooty and customer satisfaction.

Topic Covered

• Introduction
• Statement Of The Problem
• Rationale Of The Study
• Objectives Of The Study
• Limitations Of The Study
• Research Methodology
• References