Name: Varun Jain (2008 -2010)

Title: A study on EFFECT OF AFTER SALES SERVICE ON CONSUMER PREFERENCES &SATISFACTION OF  “HONDA MOTORS”

 

Executive Summary

Honda Siel Cars India Ltd., (HSCI) was incorporated in December 1995 as a joint venture between Honda Motor Co. Ltd., Japan and Siel Limited, a Siddhartha Shriram Group company, with a commitment to providing Honda’s latest passenger car models and technologies, to the Indian   customers. India acts as a key promoter. The success of City as well as all its other models has led HSCI to become the leading.

The Honda City, its first offering introduced in 1997, revolutionized the Indian passenger car market and has ever since been recognized as an engineering marvel in the Indian automobile industry. The success of City as well as all its other models has led HSCI to become the leading premium car manufacture in India. Honda’s models are strongly associated with advanced design and technology, apart from its established qualities of durability, reliability and fuel-efficiency.

The main objective of this project is to find out the effects of after sales service provided by Honda Motors to it’s the customers in Delhi.

 

Objectives:

  • To study the effect of after sales service on consumer preferences
  • To find out the various, after-sales services of HONDA MOTORS.
  • To find out the satisfaction level of customer for after-sales service.
  • To analyses their preference for HONDA MOTORS due to after sales service.
  • To identify the peak sales period of the years.
  • To study the co-operation level extended from the company’s side.
  • To study the availability of product to the distributors on their demand.
    • To identify the policies and schemes offered by the Honda motors.

 

Recommendations & Suggestions:

  • Research and development technological absorption should be emphasized upon to enhance the productivity with maintain quality.
  • The company strategies and policies should be customer centric and should follow to retain them.
  • Company should provide more services to increase sales and better relation with customers.
  • It should provide more auto maintenance tips & safety tips.
  • Company provide technical product, so company should give best after sales services to customer.
  • Word of mouth play important role on the sale of a product. So it should provide best service to customer so that they give positive word of mouth.

Limitations:

  • Researcher has observed that data was not sufficient and not up to the mark as per the expectations.
  • Due to the luxury segment the Honda Motors are exceptionally out of reach of the common people creating a problem in generating data base for the survey to be conducted.
  • Customer data base are not provided by Honda Motors services center because of it is confidential to the company. Honda Motors have provided recorded data on the sales figures

 

Conclusion:

From the data collected it is observed that consumer preference has increased due to the after sales services. With this satisfaction level of customer is also increased substantially.  As the data collected is incomplete with regards to customers feedback so at this stage it is not feasible to conclude that customer are satisfied or not.  Company’s after sales services:-

  • · Reliable warranty and guarantee from manufacturer
  • Car Insurance
  • · Free services
  • Customer educated for using car

At shows that company is working towards the satisfying their customers post purchase.  Data shows that after sales services provided by Honda Motors are best. They were awarded for best services in 2001. Due to their core-competence in services, they are no.1.

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The above article was extracted from dissertations in Marketing, Finance, Human Resources, Strategy, Information Systems by the students from Skyline College. Skyline College is amongst the top MBA and BBA institutes in Delhi, Gurgaon (NCR).

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