Bajaj, Hero, Suzuki and TVS Receive Model-Level Awards in One Segment Each; Honda Receives Two Model-Level Awards in Two Segments
SINGAPORE:Although initial product quality of two-wheelers in India has steadily improved over the years, young vehicle owners, who account for the majority of buyers, continue to experience higher instances of initial quality problems, according to the
J.D. Power 2018 India Two-Wheeler Initial Quality StudySM (2WIQS), released today.
The study finds that younger owners—30 years and younger (58%)—experience higher levels of initial quality problems than owners who are 31 years or older (144 PP100 vs. 113 PP100, respectively). This difference (31 PP100) in problems experienced can be primarily attributed to younger buyers experiencing a higher number of manufacturing defects/ malfunctions problems in three categories measured in the study: ride and handling; fit and finish; and engine. All problems are summarized as the number of problems per 100 vehicles (PP100), with a lower PP100 score indicating a lower rate of problem incidence and therefore higher initial quality.
“While the industry has made significant strides in improving product quality over the years, the challenge lies in aligning vehicle design and execution with requirements from a very diverse set of customers who not only purchase differently but also have contrasting after-sales behavior,” said Kaustav Roy, Director at J.D. Power, Singapore. “With a vast young population being labelled as the driving force behind the Indian economy in years to come, OEMs that are able to better understand and incorporate the requirements of customers in this age bracket are likely to gain a competitive advantage.”
The study also measures key aspects surrounding the purchase process, and findings indicate notable differences between these two groups. While more younger buyers indicate using the internet to shop for a new two-wheeler than older buyers (19% vs. 11%, respectively), purchase reasons also differ between the two groups—19% of younger buyers say looks and styling is the main purchase reason compared with 12% of older buyers.
Following are some of the key findings of the study:
Award recipient segments include scooters (executive) and motorcycles (economy, executive, upper executive and premium).
In the scooter segment, Honda Activa 125 (90 PP100) ranks highest among executive models.
In the motorcycle segment, Honda Dream Yuga and TVS Star City Plus (114 PP100) rank highest in a tie among economy models, and Hero Super Splendor (121 PP100) ranks highest among executive models. Suzuki Gixxer/ Gixxer SF (93 PP100) ranks highest among upper executive models, and Bajaj Avenger 220 (100 PP100) ranks highest among premium models.
The 2018 India Two-Wheeler Initial Quality Study (2WIQS) is based on evaluations from 10,102 owners who purchased a new two-wheeler vehicle between March 2017 and October 2017. The study includes 88 two-wheeler models from 10 makes. The study was fielded from September 2017 to December 2017 in 45 cities across India.
The study measures problems owners experienced with their new two-wheeler during the first two to six months of ownership. It examines 138 problem symptoms covering seven categories (listed in order of frequency of reported problems): engine; brakes; gauges and controls; fit and finish; lights/ electricals; ride and handling; and transmission.
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