Chapter - 4. Data Analysis & Interpretation

[Pages:65]Chapter - 4. Data Analysis & Interpretation

4.1. Introduction The present research work is the study on the `Attitudes & Perceptions of the two wheeler owners towards Customer Relationship Management and post sales maintenance with Special Reference to Two Wheeler Industry'. The collected data has been tabulated in both the forms like Simple Tabulation with one variable and Cross Tabulation having two variables. The tabulated data has been analysed by using SPSS 17.0 consisting of the following statistical techniques:

Univariate Analysis ? It has involved only one variable for analysis and the methods related to this analysis include Simple Percentage Method, Chi-Square test. Bivariate Analysis ? It has involved only two variables and the methods related to this analysis include Pearson Correlation and Chi-Square test of two variables. Multivariate Analysis ? It has involved more than two variables at a time. It has explained the associations among more than two variables simultaneously. The methods include Factor Analysis.

4.2: Analysis ? Tables & Graphs The following table is presented to show the list of major Two-wheeler companies in India

Table 4.1: List of major Two-wheeler companies in India.

Sr.No Company Name 1 Honda Motorcycle & Scooter India Pvt Limited 2 Bajaj Auto Limited 3 Harley Davidson India 4 Yamaha 5 Suzuki Motorcycle India Private Ltd 6 Hero Moto Corp Ltd 7 BMW 8 Ducati 9 Royal Enfield 10 Hyosung 11 T V S Motor Company 12 Kawasaki 13 Mahindra Two wheelers Ltd 14 KTM

Source: Compiled from the questionnaire

Inference: Table 4.1 shows that there are 14 two wheeler companies within India whose dealers have been surveyed.

The following table is presented to understand the distribution of the respondents according to their age

Table 4.2: List of Two wheeler dealers and number of authorised service centers in Mumbai.

Sr.No

1 2 3 4 5 6 7 8 9 10 11 12 13 14

Company Name Honda Motorcycle & Scooter India Pvt Limited Bajaj Auto Ltd Harley Davidson India India Yamaha Motor Pvt Ltd Suzuki Motorcycle India Pvt Ltd Hero Moto Corp Ltd BMW India Ducati Royal Enfield Hyosung T V S Motor Company Kawasaki Mahindra Two wheelers Ltd KTM

Source: Compiled from the questionnaire

No of Dealers in Mumbai

7 7 1 26 8 5 1 3 4 1 7 6 2 3

No of Authorised Service Centers

9 6 1 26 3 12 1 2 12 1 2 6 2 2

Inference: Table 4.2 shows the list of 14 two wheeler companies along with the number of dealers and authorised service centers it has in Mumbai.

The following table is presented to understand which Two-wheeler company offers free toll number service.

Table 4.3: List of Two Wheeler Company offering Toll free number service.

Sr.No

1 2 3 4 5 6 7 8 9 10 11 12 13 14

Company Name Honda Motorcycle & Scooter India Pvt Limited Bajaj Auto Ltd Harley Davidson India India Yamaha Motor Pvt Ltd Suzuki Motorcycle India Pvt Ltd Hero Moto Corp Ltd BMW India Ducati Royal Enfield Hyosung T V S Motor Company Kawasaki Mahindra Two wheelers Ltd KTM

Source: Compiled from the questionnaire

Free Toll Number Service

YES YES NO NO YES YES NO NO NO YES YES NO YES NO

Inference: Table 4.3 shows that out of 14 two wheeler companies surveyed, only 7 company's offer free toll number service for its customers and rest 7 companies do not offer free toll number service for its customers.

The following table is presented to understand how many Two-wheeler companies offer online booking for after sales.

Table 4.4: Two-Wheeler Company offering online booking for after sales.

Sr.No Company Name Honda Motorcycle & Scooter

1 India Pvt Limited

2 Bajaj Auto Ltd 3 Harley Davidson India 4 India Yamaha Motor Pvt Ltd 5 Suzuki Motorcycle India Pvt Ltd 6 Hero Moto Corp Ltd 7 BMW India 8 Ducati 9 Royal Enfield 10 Hyosung 11 T V S Motor Company 12 Kawasaki 13 Mahindra Two wheelers Ltd 14 KTM Source: Compiled from the questionnaire

Online Service Booking

NO YES -Only for Banglore

NO NO YES NO NO NO NO NO YES NO NO NO

Inference: Table 4.4 shows that out of 14 major two wheeler companies having presence in Mumbai, only 3 companies i.e. Suzuki Motorcycle India Pvt Ltd and T V S Motor Company offers online booking for after sales. Bajaj Auto Ltd offers online booking for after sales only for the city of Bangalore.

The following table is presented to understand how many Two-wheeler companies offer online dealer locator service.

Table 4.5: Two-Wheeler Company offering online dealer locator service.

Sr.No Company Name 1 Honda Motorcycle & Scooter India Pvt Limited 2 Bajaj Auto Ltd 3 Harley Davidson India 4 India Yamaha Motor Pvt Ltd 5 Suzuki Motorcycle India Pvt Ltd 6 Hero Moto Corp Ltd 7 BMW India 8 Ducati 9 Royal Enfield 10 Hyosung 11 T V S Motor Company 12 Kawasaki 13 Mahindra Two wheelers Ltd 14 KTM

Source: Compiled from the questionnaire

Dealer Locator Y Y Y Y Y Y Y Y Y N Y Y Y Y

Inference: Table 4.5 shows that out of 14 two wheeler companies surveyed 13 two-wheeler companies offer dealer locator service on the company website where in only Hyosung do not offer the dealer locator.

The following table is presented to understand the distribution of the respondents according to their age

Table 4.6: Age Category of Two Wheeler Users.

Age Frequency Percentage (%)

18-25

127

42.3

26-30

83

27.6

31-40

36

12.0

40 & Above

54

18.0

Total

300

100.0

Source: Compiled from the questionnaire

GRAPH 4.1: Age Category of Two Wheeler Users

Category of Two Wheeler Users Inference : Table 4.6 & Graph 4.1 shows that out of 300 two wheeler users surveyed in Mumbai , 42.3% of the users are in the age group 18-25, 27.6% of the users are in the age group 26-30, 12.0% of the two wheeler users are 31-40 and 18.0% of the two wheeler users are in 40 & above. It is apparent that majority of the users belong to the age group 18 - 25.

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