project on consumer satisfaction of bajaj

CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

EXECUTIVE SUMMARY

After liberalization, the Indian market is open to wide competition. The

market underwent a change and the average customers have become more

aware and demands greater value for money. India being the 2nd fastest growing

economy in the world next to china. Service sector dominates the India economy

today by contributing more than half of our national income. In the 90’s one in

every two Indian’s earn his livelihood, by providing services, with best jobs, best

incomes and best talents, the service sector is the new showcase of the Indian

economy. Moreover technological advances have made it possible for India to

complete on global basis.

At present two wheeler industry is also facing the competition from many

other competitors’. In today’s competitive world customer is king. He has got

many alternatives to choose. The behavior and the level of satisfaction of cus-

tomers towards two wheeler is different from customers to customers. To over

come this they have to provide a better and quality services to the customers so

that the customers should be happy and satisfied with the service.

The methodology of this study was to collection of data through structured

questionnaire and personal interview conducted with the customers in the various

given area covers a sample size of 100 customers. The data was collected from

various classes of customers like employees, youngsters, students etc…The

study reveals that the majority of the customers have a good opinion about the

two wheeler. And many of them are satisfied by owning two wheeler.

The important factors which effect the buying decision of the customer is

the style of the bike. Most of the respondents were using two wheeler for a period

of 1 to 5 years. Majority of the respondents were aware about the product

T. JOHN INSTITUTE OF MANAGEMENT & SCIENCE, BANGALORE 1


through the print media and TV. Many of the customers think that advertisement

and friends suggestion will change the buying decision of the customers at a cer-

tain level. From the analysis came to know that the present brand image of Bajaj

two wheeler is good.

By conducting more demos, exhibitions and kiosks will help to increase the

sale volume and will attract the customers .It is helpful to use sales promotional

activities for motivating customers and salesmen to increase the sales volume.

Try to penetrate in the rural areas also. Improve the quality to reduce the mainte-

nance. Maintain the brand image through the continuous promotional activities.

Increase the sales volume by conducting more national and international confer-

ences.

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE, BANGALORE 2


INTRODUCTION

Marketing “is the process of planning and executing the conception, pric-

ing, promotion and distribution of ideas goods and services to create exchange

that satisfy individual and organizational goals” today marketing must be under-

stood not in the old sense of making sale-telling and selling. The marketing has

changed from Barter concept to new sense of satisfying customer needs.

The objective of all marketing effort should to maximize customer satisfac-

tion. An individual firm’s success depends not only on how well it has performs,

but also on how well its entire supply chain and marketing channel competes with

competitors channels. The customer is the key. Therefore the satisfaction of con-

sumer is the prime objective of an enterprise.

Satisfaction is a person’s feeling of pleasure of disappointments resulting

from comparing a product’s perceived performance in relation to his or her expec-

tations. Many companies are aiming for high satisfaction because customers who

are just satisfied still find it easy to switch when better offer comes along.

Customer satisfaction is both a goal and a marketing tool. Customer’s

first interaction with the product occurs at the retail level. The availability of the

product, their display, spacing etc, influence the customers purchase decision to

a large extends. Retailers also act as an important link between consumers and

the company.

They are closer to the customers know his wants and needs better than

the company. This information is highly useful to the company in catering the

consumer’s wants and needs.



This study on Customer Satisfaction of Bajaj two wheeler is a step to un-

derstand the factors which are effective for the success of the product. 50 sam-

ples are taken for this study to understand the satisfaction level of the customers.

CUSTOMER SATISFACTION:

Organizations are increasingly interested retaining existing customers while

targeting non-customers measuring customer satisfaction provides an indication

of how successful the organization is at providing products and /or services to the

marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will very from person to person and the

product/service to product/service. The state of satisfaction depends on a number

of both psychological and physical variables which chorrelate with satisfaction be-

haviors such as return and recommended rate. The level of satisfaction can also

very depending on other options the customer may have and other products

against which the customer can compare the organizations products.

CUSTOMER SWITCHING:

The switching path is triggered by a factor that changes the present relation-

ship between customer and supplier by somehow making the customer aware of

different reasons for switching. This initiating factor affects the entire switching

path. There are three different triggers: external, internal, and situational. In the

trigger, the company that the customer has switched to has served as some kind



of comparative object vis-a-vis the company with which he has broken the rela-

tionship. The new company has perhaps changed or improved its business con-

cept, is a new competitor, or simply can offer something that the former company

could not. During the process, the customer begins to consider a change and be-

comes sensitive to the various factors that finally lead to a switch. The time span

can vary and is here termed process duration.

The main reason for switching, according to the customer, is called the

push factor. There are also tip factors, which alone cannot speed up or extend

the switching process but which can expedite or delay the path that the customer

goes through while considering a change. Even other factors could be classified

as causes for switching, since the) alone could lead to switching and not only be

considered trip factors. These factors are not classified as switching causes but

as sub-push factors because the respondents do not consider them to be the

main reason for switching. Even if a customer has switched, there can be rea-

sons why he could consider returning to the first company, by the force of a pull

factor. Even if a customer breaks the relationship with a company, it is important

to stress that the break should be handled professionally and end on friendly

terms. The former customer is otherwise likely to spread negative word-of-mouth

CUSTOMER EXPECTATION:

Customer satisfaction is largely a reflection of the expectations and experi-

ences that the customer has with a product or service. However expectations

also reflect that influences the evaluation of the product or service. When we

make major purchases, we research the product or service and gain information

from the advertising, salespersons, and word-of-mouth from friends and asso-



ciates. This information influences our expectations and abil ity to evaluate qual-

ity, value, and the ability of the product or service to meet our needs.

In meeting customers' requirements and measuring customers' satisfac-

tion indexes, customer perception should be definitely a key consideration. Quali-

fied services in the operation execution layer, technical management layer and

business development layer are necessary. However, it is even more important to

efficiently understand customer expectations and make efforts to exceed their ex-

pectations. Therefore, customer perception management becomes a central

topic. Frankly speaking, among all indexes in customer satisfaction management,

the biggest challenge is customer perception management, or customer percep-

tion satisfaction.

IMPORTANCE OF MARKETING:

As consumption initiates production, the producer should identify the mo-

tives, which promote consumers to purchase. This helps him to offer a total prod-

uct that can satisfy the consumer’s needs. Thus consumer’s inner motives such

as fear, pride, fashion, profession, purchasing power are the things which decide

the buying pattern. Today’s marketers have also released the buying power of

the consumers and they are constantly trying to adopt their product suite the ever

changing needs of the customers. Its importance is

To create awareness about new products in the minds of the customer.

To attract the customers to buy the products

To increase the sales.



THE OPERATIONAL CONCEPTS OF MARKETING:

MARKET:

“A market consists of all the potential customers sharing a particular need

or want who might be willing and able to engage in exchange of products to sat-

isfy the need or want”.

MARTKETING:

“Marketing is social and management processes by which individuals and

group obtain what they need and what they want through creating offering and

exchange products of value with other”.

MARKET SEGMENTATION:

Market segmentation is a method for achieving maximum market response

from limited marketing resources by recognizing difference in the response char-

acteristics of various parts of the market. In the sense market segmentation is the

strategy of divide and conquer i.e. dividing markets in order to conquer items for

different group of customer

there exist different sets of marketing strategy .segmentation strategy is an

answer to the question, to whom should, one sell his product and what he sell

them? It is a strategic choice concerned with doing the right things as opposed to

tactical choice, doing things right. It enables the marketer to give better attention

to the selection of customers and offer an appropriate marketing mix for each

segment or a group of buyer having similar demand.



CORE CONCEPT OF MARKETING:

THE PRODUCT CONCEPT:

The product concept hold that consumer will favor those product that offer

the most quality, performance or innovation focus their energy on making supe-

rior product and improving them over time.

THE SELLING CONCEPT:

The selling concept holds that consumer if left alone, will ordinary not but

enough of the organization product. The organization must therefore undertake

an aggressive selling promotion effort.

THE MARKTING CONCEPT:

The marketing concept holds that the keys to achieving the organization

goals consist in determining the need and wants of target market and delivering

the desires satisfaction more effectively and efficiently than competitors.

MARKETING MIX:

“Marketing mix is a combination of 4p’s such as product, price, promotion

and place (distribution channel) to deliver standard goods and services”.



4 P’S OF MARKETING:

PRODUCT: a product can be anything that can be offered to a market for atten-

tion acquisition use or consumption that might satisfy a need or want.

PRICE: economist’s defines price as “the exchange value of a product or reserve

always impressed in terms of money”.

PROMOTION: promotion may be defined as “the various activities that the com-

pany undertakes to promote its products to the target market”.



DISTRIBUTION CHANNEL: it can be defined as “the set of marketing institution

participating in marketing activities involved in the movement or the flow of goods

and services from the primary product to the ultimate consumer”.

TYPES OF BUYING BEHAVIOR:

COMPLEX BUYING BEHAVIOR:

The consumers go through complex buying behavior when they are highly in-

volved in a purchase and aware of significant among brands. Consumer are in-

volves when the product is expensive, brought infrequently risky and highly self

expressive.

DISSONANCE REDUCING BUYING BEHAVIOR:

Sometimes the consumer is highly involved in the purchase but sees the little dif-

ference in the product & service. The high involvement is again on the fact that

the purchase is expensive infrequently risky.

HABITUAL BUYING BEHAVIOR:

Many products are bought under conditions of low consumer involvement and the

absence of significant product difference, consumer do not search extensively

for information about the product, evaluate their characteristics and make weight-

ily decision on which product to buy.

VARIETY SEEKING BUYING BEHAVIOUR:

Some buying situation is characterized by low consumer involvement but

significant product difference. Here consumer is often observed to do a lot of

product switching. The buyer’s behavior is influenced by four major factor cultural

(cultural, sub cultural,& social class),social(reference group, family,& roles & sta-



tus )personal ( age & life stage, occupation, economic circumstances. Life styles,

personality, self concept & psychological (motivation, perception learning

& belief and attitude). All of these provide clues to know reach and serve buyers

more effectively.

NECESSITY OF CUSTOMER SATISFACTION:

The emerging consumer movement necessities markets to understand

consumer behavior their needs, expectations and problems. It will be easier in

exploiting marketing opportunities meeting the challenges of the market. Thus

marketers must try to offer the product wanted by the customers at the price he is

prepared to pay, through distribution channel convenient to him and with a proper

promotional activities. A consumer by nature is extrovert, a study of consumer

behavior helps to formulate marketing program mix and policies.

FACTORS:

To understand consumer behavior on the eventual buying decisions, the

major factors have to be clearly understood and analyzed.

They are:

1. Buyer characteristics.

2. Personal characteristics.

3. Seller characteristics.

4. Situational characteristics.

1. Buyer characteristics:



It deals with the individuals, personal, psychological, cultural and social

characteristics.

2. Personal characteristics:

It deals with the factors like age, sex, occupation, lifestyles, economic and

financial conditions, culture which affects the consumers purchase behavior.

3. Seller characteristics:

Influences the buying decision factor lies in the image of the facilities of-

fered by the companies or retail out lets etc affects the choice of the buyers. the

buyers decision will be based on the attitudes, behaviors’ and characteristics of

the seller or sales person.

4. Situational characteristics;

This also plays an important role in influencing the decision of the buyer.

The aspects such as time, day, season, financial conditions, marketing situations,

demand for the products etc.

Methods of tracking and measuring customer satisfaction:

A company tools for tracking and measuring customer satisfaction range

from primitive to sophisticate.



The following methods are used to measure customer satisfaction

1. Complaints and suggestion system:

A customer centered organization would make it easy for its customer to

deliver suggestions and complaints. Many customers maximize the ease with

telephone numbers, customer can inquire, make suggestion on complaint. These

information flows provide these companies with many good ideas and enable

them to act more rapidly to resolve the problems.

2. Lost customer analysis:

Companies should contact customers who have stopped buying or

switched to another supplier. It is important to conduct exit interview and monitor

the customer loss rate.

3. Customer satisfaction survey:

A company must not conclude that it can get a full picture of customer sat-

isfaction and dissatisfaction by simply running a complaint and suggestion sys-

tem. Studies show that customer4s are dissatisfied with one out of every ten pur-

chases and less than 2% dissatisfied customers will complain customers may

feel that their complaints are minor.

Purchasing and consuming

It is important to distinguish between purchase and consumption for three

reasons. Firstly the product may be purchased by 1% and consumed by another.



Secondaly the purchase depends on consumer expectation of the degree to

which brands are likely to satisfy needs. Thirdly a consumer post purchase evolu-

tion determines whether the brand is likely to be repurchased.

Satisfaction v/s Dissatisfaction

Satisfaction occurs when customer’s expectations met to exceed and the

purchase decision is reinforced. Satisfaction reinforces positive attitudes towards

the brand leading to a greater likelihood that the customer will re purchase the

same brand, dissatisfaction results when consumer expectation is not met.

Thus we assert that b the buyers forms a judgment of value acts on it

whether the buyers are satisfied after purchase depends upon the offer perfor-

mance in relation to the buyers expectation. here is our definition of customer sat-

isfaction, thus the satisfaction level is a function of the difference between per-

ceived performance and expectations. a customer could experience on their

board level of satisfaction. If the performance matches the expectations the cus-

tomer is satisfied if the performance exceeds expectations, a customer is highly

satisfied, pleased or delighted. But how do buyers form their expectations? Ex-

pectations are formed on the basis of the buyers past buying experience, state-

ments made by friends and associates and market and competitor information

and promises etc. if marketers raise expectations to high the buyers are likely to

be disappointed, some of today’s most successful company are raising expecta-

tions and delivering performance to match. Thus companies are aiming for total

consumer satisfaction.



CUSTOMER RELATIONSHIP MARKETING:

It refers to developing stronger bonds with customers. It is the process of

managing detailed information about individual customers and carefully manag-

ing all customers to maximize customer loyalty.

A customer touch point is any occasion on which a customer encounters

the brand and the product from actual experience to personal or mass communi-

cations to casual observations. Customer relationship marketing enables compa-

nies to provide excellent real time customer service through the effective use of

individual accounting information. Based on what they know about each valued

customer, companies can customize market offerings, services, messages and

media, and also it is important because it is a major driver of company profitability

is the aggregate value of the company’s customer base.

Some customers will inevitable become inactive or drop out for reasons,

moves to other location, dissatisfaction so on. Here the companies challenge is to

reactive dissatisfied customers through customers backing strategies. It is often

easier to re attract the ex-customers because the company knows their names

and histories.

Developing more loyal customer’s increases revenue. However the com-

pany has to spend more to build greater customer loyalty. How much should

company invest relationship building, so that the cost does not exceed the gains,

we need to distinguish 5 different levels of investment n customer relationship

building.

1. Basic marketing:

The salesman simply sells the product.



2. Reactive marketing:

The salesman sells the product and encourages the customer to call if he

or she has question, comments or complaints.

3. Accounting marketing:

The sales person phones the customers a short time after the sale to

check whether the product is meeting expectation. T he sales person also asks

for any product service improvement suggestion and any specific disappoint-

ments. This information helps their company to continue to improving its perfor-

mance.

4. Proactive marketing:

The company sales person contacts the customer from time to time with

suggestion about improved product uses or helpful new products.

5. Partnership marketing:

The company works continues with the customer to discover ways to perform

better.



INDUSTRY PROFILE

The liberalization policy and various tax reliefs by the Govt. of India in re-

cent years has made remarkable impacts on Indian Automobile Industry. Indian

auto industry, which is currently growing at the pace of around 18% per annum,

has become a hot destination for global auto players. A well developed trans-

portation system plays a key role in the development of an economy, and India is

no exception to it. With the growth of transportation system, the Automobile In-

dustry of India is also growing at rapid speed, occupying an important place on

the ‘canvas’ of Indian economy.

Today Indian automobile industry is fully capable of producing various

kinds of vehicles and can be divided into 3 broad categories: cars, two-wheelers

and heavy vehicles. Among the two-wheeler segment, motorcycles have major

share in the market. Hero Honda contributes 50% motorcycles in the market. In it

Honda holds 46% share in scooter and TVS makes 82% of the mopeds in the in

the country.

Snippets

The first automobile in India rolled in 1897 in Bombay India being recog-

nized as potential emerging market.



Within two wheelers, motorcycles contribute 80% of the segment size.

India is the largest three wheeler market in the world

India is the largest two-wheeler manufacturer in the world.

India is the fifth largest commercial vehicle manufacturer in the world.

The number one global motorcycle manufacturer is in India.

INDIAN TWO-WHEELER INDUSTRY:

Automobile is one of the largest industries in the global market. Being the

leader in product and process technologies in the manufacturing sector, it has

been recognized as one of the drivers of economic growth. During the decade will

directed efforts have been made to provide a new look to the automobile policy

for realizing the sector’s full potential for the economy. Steps like abolition of li-

censing, removal of quantitative restrictions and initiatives to bring the policy

framework in consonance with WTO requirements have set the industry in a pro-

gressive track. Removal of the restrictive environment has helped restructuring

and enabled industry to absorb new technologies, aligning itself with the global

development and also realize its potential in the country. The liberalization poli-

cies have led to continuous increase in competition that has ultimately resulted in

modernization in line with global standards as well as in substantial cut in price.

Aggressive marketing by the auto finance companies have also played a signifi-

cant role in boosting automobile demand, especially for the population in the mid-

dle income group.

EVOLUTION OF TWO WHEELER INDUSTRY IN INDIA:



Two wheeler segments is one of the most important components of

the automobile sector that has undergone significant changes due to shift in pol-

icy environment. The two wheeler industry has been existence in the country

since 1955. it consists of three segments. Scooters, Motorcycles and Mopeds.

According to the figures published by SLAM, the share of two wheeler in automo-

bile sector in terms of unit sold was about 80% during 2003-04. This high figure

itself is suggesting of the importance of the sector. In the initial year’s entry of the

firms, capacity expansion, choice of products including capacity mix and technol-

ogy, all critical areas of functioning of an industry were effectively controlled by

state machinery. The lapses in the system had invited fresh policy options that

came into being in late 60s. Among these policies Monopolies & Restrictive

Trade Practices (MRTP) and Foreign Exchange Regulation Act (FERA) were

aimed at regulating monopoly and foreign investment respectively.



COMPANY PROFILE

THE BACKGROUND OF THE COMPANY:

The Bajaj group is one of the top 10 business concerns in India its foot

point stretcher over a wide range of industries, spanning automobiles 12 wheel-

ers and the three wheelers, lighting iron and home appliances insurance, travel,

and finance. It was founded in 1926 at a height of India’s movement for indepen-

dent from the birth the group has on illustrious history the integrity dedications re-

sourcefulness and determination today are often traced back of its bitch during

there days of relentless devotion to a common case, Jomanlar founder of the

group was a close confident and discipline of mahatma Gandhi in fact gandgiji

had adopted him as his son. This close relationship and his deep involvement in

the independence movement did not leave Jamaal Bajaj with much time to spend

on his newly launched business venture.

His son Kamalanayan Bajaj when he was 27 took over the rains of busi-

ness in 1942 he to be close to Gandhi and it was only after independence in 1947

that he was able to give his full attention to the business. Kamalanayan Bajaj not



only consolidated the group but also the flagship companies has gone up form 72

million to rs.47.18 billion (US $ 936 million) its product portfolio has expanded

from one to and the brand has found a global market. He is one of the Indian’s

must distinguished business leaders and internationally respected for his busi-

ness acumen and entrepreneurial spirit.

MANAGEMENT PROFILE: Board of directors

Rahul Bajaj Chairman

Madura Bajaj Vice chairman and whole time direc-

tor

Rajiv Bajaj Executive director

Sanjiv Bajaj Executive director

D.D.S. Mehta Whole time director

Kantikumar R.Podar Director

Shekar Bajaj Director

D.J Bajaj Roa Director

J.N. Godrej Director

S.H. Khan Director

Mrs. Suman kirloskar Director

Naresh Chandra Director

Nonoo panmai Director



Manish Kejriwal Director

P. Murari Director

Niraj Bajaj Director

SHARE HOLDER’S AND INVESTORS GRIEVANCE COMMITTEE:

D.J. Balaji roa Chairman

J.N. Godrej Chairman

Naresh Chandra Chairman

S.H. Khan Chairman

BAJAJ AUTO:

It is a major Indian automobile manufacturer. It is India's largest and the

world's 4th largest two- and three-wheeler maker. It is based in Pune, Maharash-

tra, with plants in Akurdi and Chakan (near Pune), Waluj (near Aurangabad) and

Pantnagar in Uttaranchal. Bajaj Auto makes and exports motor scooters, motor-

cycles and the auto rickshaw.

The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1946.

Over the last decade, the company has successfully changed its image

from a scooter manufacturer to a two wheeler manufacturer. Its product range en-

compasses Scooterettes, Scooters and Motorcycles. Its real growth in numbers

has come in the last four years after successful introduction of a few models in

the motorcycle segment.


http://en.wikipedia.org/wiki/India

http://en.wikipedia.org/wiki/2005

http://en.wikipedia.org/wiki/Forbes_Global_2000

http://en.wikipedia.org/wiki/Auto_rickshaw

http://en.wikipedia.org/wiki/Motorcycles

http://en.wikipedia.org/wiki/Motorcycles

http://en.wikipedia.org/wiki/Motorscooters

http://en.wikipedia.org/wiki/Maharashtra

http://en.wikipedia.org/wiki/Maharashtra

http://en.wikipedia.org/wiki/Pune

http://en.wikipedia.org/wiki/Automobile


The company is headed by Rahul Bajaj who is worth more than US$1.5 billion.

Company's history:

Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj

Trading Corporation Private Limited. It started off by selling imported two- and

three-wheelers in India. In 1959, it obtained license from the Government of India

to manufacture two- and three-wheelers and it went public in 1960. In 1970, it

rolled out its 100,000th vehicle. In 1977, it managed to produce and sell 100,000

vehicles in a single financial year. In 1985, it started producing at Waluj in Au-

rangabad. In 1986, it managed to produce and sell 500,000 vehicles in a single fi-

nancial year. In 1995, it rolled out its ten millionth vehicle and produced and sold

1 million vehicles in a year.

Timeline of new releases:

1971 - three-wheeler goods carrier

1972 - Bajaj Chetak

1976 - Bajaj Super

1977 - Rear engine Autorickshaw

1981 - Bajaj M-50

1986 - Bajaj M-80, Kawasaki Bajaj KB100

1990 - Bajaj Sunny

1991 - Kawasaki Bajaj 4S Champion

1994 - Bajaj Classic


http://en.wikipedia.org/w/index.php?title=Bajaj_Classic&action=edit&redlink=1


http://en.wikipedia.org/w/index.php?title=Kawasaki_Bajaj_4S_Champion&action=edit&redlink=1


http://en.wikipedia.org/wiki/Bajaj_Sunny


http://en.wikipedia.org/w/index.php?title=Kawasaki_Bajaj_KB100&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_M-80&action=edit&redlink=1


http://en.wikipedia.org/w/index.php?title=Bajaj_M-50&action=edit&redlink=1


http://en.wikipedia.org/wiki/Autorickshaw


http://en.wikipedia.org/w/index.php?title=Bajaj_Super&action=edit&redlink=1


http://en.wikipedia.org/wiki/Bajaj_Chetak





http://en.wikipedia.org/wiki/Aurangabad_District%2C_Maharashtra

http://en.wikipedia.org/wiki/Aurangabad_District%2C_Maharashtra





http://en.wikipedia.org/wiki/Government_of_India



http://en.wikipedia.org/wiki/Rahul_Bajaj


1995 - Bajaj Super Excel

1997 - Kawasaki Bajaj Boxer, Rear Engine Diesel Autorickshaw

1998 - Kawasaki Bajaj Caliber, Bajaj Legend, India's first four-stroke

scooter, Bajaj Spirit

2000 - Bajaj Saffire

2001 - Eliminator, Bajaj Pulsar

2003 - Caliber115, Bajaj Wind 125, Bajaj Pulsar

2004 - Bajaj CT 100, New Bajaj Chetak 4-stroke with Wonder Gear, Bajaj

Discover DTS-i

2005 - Bajaj Wave, Bajaj Avenger, Bajaj Discover

2006 - Bajaj Platina

2007 - Bajaj Pulsar-200(Oil Cooled), Bajaj Kristal, Bajaj Pulsar 220 DTS-

Fi(Fuel Injection) , XCD 125 DTS-Si (Pronounced Exceed 125 DTS-Si).

2008-Bajaj Discover 135 DTS-i-Sports.

2009-Bajaj XCD 135cc, Bajaj Pulsar 220 DTS-I, Bajaj Discover 100 DTS-

Si.

Products:

Some of the models that Bajaj makes (or has made including prototypes) are:

Motorcycles:


http://en.wikipedia.org/wiki/Bajaj_XCD

http://en.wikipedia.org/wiki/Bajaj_Pulsar#DTS-Fi_220_CC

http://en.wikipedia.org/wiki/Bajaj_Pulsar#DTS-Fi_220_CC

http://en.wikipedia.org/w/index.php?title=Bajaj_Kristal&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Pulsar-200(Oil_Cooled)&action=edit&redlink=1


http://en.wikipedia.org/wiki/Bajaj_Platina


http://en.wikipedia.org/wiki/Bajaj_Discover

http://en.wikipedia.org/wiki/Bajaj_Avenger

http://en.wikipedia.org/wiki/Bajaj_Wave


http://en.wikipedia.org/w/index.php?title=Bajaj_Discover_DTS-i&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Discover_DTS-i&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Wonder_Gear&action=edit&redlink=1

http://en.wikipedia.org/wiki/Bajaj_CT_100


http://en.wikipedia.org/wiki/Bajaj_Pulsar

http://en.wikipedia.org/w/index.php?title=Bajaj_Wind&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Caliber115&action=edit&redlink=1



http://en.wikipedia.org/wiki/Kawasaki_Eliminator


http://en.wikipedia.org/wiki/Bajaj_Saffire


http://en.wikipedia.org/w/index.php?title=Bajaj_Spirit&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Legend&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Kawasaki_Bajaj_Caliber&action=edit&redlink=1


http://en.wikipedia.org/w/index.php?title=Kawasaki_Bajaj_Boxer&action=edit&redlink=1


http://en.wikipedia.org/w/index.php?title=Bajaj_Super_Excel&action=edit&redlink=1



Bajaj CT 100

Bajaj Platina

Bajaj Discover 110cc

Bajaj Discover DTS-i 125cc

Bajaj XCD 125 DTS-Si

Bajaj Discover DTS-i 135cc

Bajaj Pulsar 150 DTSi



Bajaj Pulsar 220 DTS-Fi

Bajaj Avenger

Upcoming Models:

Bajaj Blade

Bajaj Sonic

Bajaj Pulsar 300

Bajaj Discover 150

Bajaj XCD 125 sprint

Discontinued Models:


http://en.wikipedia.org/wiki/Bajaj_XCD_125_sprint

http://en.wikipedia.org/w/index.php?title=Bajaj_Discover_150&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=BaJaJ_Pulsar_300&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Sonic&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Blade&action=edit&redlink=1

http://en.wikipedia.org/wiki/Bajaj_Avenger

http://en.wikipedia.org/wiki/Bajaj_Pulsar_220_DTS-Fi





http://en.wikipedia.org/wiki/Bajaj_XCD



http://en.wikipedia.org/wiki/Bajaj_Platina

http://en.wikipedia.org/wiki/Bajaj_CT_100


Bajaj Sunny

Bajaj Chetak

Bajaj Cub

Bajaj Super

Bajaj Saffire

Bajaj Wave

Bajaj Legend

Bajaj Bravo

Kawasaki Eliminator

Bajaj Kawasaki Wind 125

Bajaj Kawasaki 4s Champion

Bajaj Kawasaki KB 100 RTZ

Bajaj Boxer

Bajaj Caliber

Bajaj Wind

Bajaj CT 100

Spinoffs and Acquisitions:It has been reported that Bajaj is headed for a de-

merger into two separate companies: Bajaj Auto and Bajaj Finance. It is expected

that the sum of the parts created will be worth more that the current whole, as

was the case in the de-merger of Reliance Industries.In November 2007, Bajaj


http://en.wikipedia.org/wiki/Reliance_Industries

http://en.wikipedia.org/w/index.php?title=Bajaj_Wind&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Caliber&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Boxer&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Kawasaki_KB_100_RTZ&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Kawasaki_4s_Champion&action=edit&redlink=1

http://en.wikipedia.org/wiki/Bajaj_Kawasaki_Wind_125

http://en.wikipedia.org/wiki/Kawasaki_Eliminator

http://en.wikipedia.org/w/index.php?title=Bajaj_Bravo&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Legend&action=edit&redlink=1

http://en.wikipedia.org/wiki/Bajaj_Wave

http://en.wikipedia.org/wiki/Bajaj_Saffire

http://en.wikipedia.org/w/index.php?title=Bajaj_Super&action=edit&redlink=1

http://en.wikipedia.org/w/index.php?title=Bajaj_Cub&action=edit&redlink=1

http://en.wikipedia.org/wiki/Bajaj_Chetak

http://en.wikipedia.org/wiki/Bajaj_Sunny


Auto acquired 14.5% stake in KTM Power Sports AG (holding company of KTM

Sportmotocycles AG). The two companies have signed a cooperation deal, by

which KTM will provide the know-how for joint development of the water-cooled 4

stroke 125 and 250 cc engines, and Bajaj will take over the distribution of KTM

products in India and some other Southeast Asian nations. Bajaj Auto said it is

open to take a majority stake in KTM and is also looking at other takeover oppor-

tunities. On the 8th of January 2008, Managing Director Rajiv Bajaj confirmed the

collaboration and announced Bajaj Auto's intention to gradually increase their

stake in KTM to 25%.

MILESTONE

2009 Bajaj XCD 135cc,Bajaj Pulsar 220 DTS-I, Bajaj Discover 100 DTS-Si.

2008 Bajaj Discover 135 DTS-i-Sports.

2007 Bajaj Pulsar 200 (Oil Cooled), Bajaj Kristal, Bajaj Pulsar 220 DTS-Fi(Fuel Injection), XCD 125 DTS-Si.

2006 Bajaj Platina

2005 Bajaj Avenger and Bajaj Wave launched.

2004 Bajaj Discover DTS-i, New Bajaj Chetak 4 stroke with Wonder

Geaf and Bajaj CT100 launched. Bajaj also unveils new brand

identity, dons new symbol, logo and brand line.

2003 Pulsar DTS-i and Bajaj Wind 125-The World Bike was

launched. In the executive motorcycle segment, its Caliber 115

"Hoodibabaa!" was launched. 107,115 Motorcycles sold in a


http://en.wikipedia.org/wiki/KTM


month.

2001 Launches Pulsar and Eliminator.

2000 Bajaj Saffire was introduced.

1999 Caliber motorcycle notches up 100,000 sales in record time of

12 months. Production commences at Chakan plant.

1998 Kawasaki Bajaj Caliber rolls out of Waluj. Legend, India's first

four-stroke scooter rolls out of Akurdi. Spirit launched

THE FACTS AND FIGURES:

a) Sale of company new products during 2002-03 spirit, Bravo, Legend and

caliber was 35% of the total number of two wheeler sold during the period.

b) Sale of recently introduced sprit Scooter has crossed 6000 units per

month. This will be followed by an new scooter in the text quarter.

c) Four stroke form engine and rear engine three wheelers will be introduced

in the current quarter. Ultra low emission form strokes three wheelers field

by CNG and LPG are under development.

d) In motor cycles segment introduction new Boxer, At, CT and caliber has

been very exchanging.

e) In 201 December Bajaj Pulsor introduced in chakan plant (Pune).



f) Commercial production of “Bajaj Platina” bike connected at Akrudi plant

(Pune) on 2004.

PRODUCT PROFILE:

The Platina 125 (DTS-Si):

The Platina 125 (DTS-Si) motor cycle, one of the finest motor cycle in the

country brought to you by Bajaj Auto Ltd. the first service falls dues between 500-

750 kms of initial number or 30-45 days whichever occurs first from the date pf

purchase.

A large fuel tank capacity consists of full 13.0 liters, reserve 2.5 liters, us-

able 1.75 liters. It is the India’s most fuel efficient 124 cc motorcycle engine. Best

ride comfort on any kind of road surface. This motorcycle is low price and high

mileage capacity



Bajaj Platina Alloy Wheels technical specification

Engine

Engine 4 Stroke, Single Cylinder, Air Cooled

Displacement 99.27 cc

Bore and Stroke 53 X 45

Compression Ratio 9.5:1

Max. Power 8.2 PS (6.03 KW) @ 7500rpm

Max. Torque 8.05 Nm @ 4500rpm



Transmission 4 Speed, constant mesh

Clutch Multiplate Wet

Ignition Digital CDI

Fuel Supply Carburettor

Chassis

Chassis Type Single Downtube with cradle

Suspension (Front) Telescopic Hydraulic Fork, 125mm travel

Suspension (Rear) Hydraulic Shock Absorbers (Spring in Spring Type)

Brakes Front - 130mm Drum / Rear - 130mm Drum

Tyres Front - 2.75 X 17 / Rear - 3.00 X 17

Electricals

Battery 12V 2.5Ah

Head Lamp 35W/35W Halogen

Tail / Stop Lamp 5W/21W

Dimensions

Seat Height 805mm

Wheelbase 1275mm



Ground Clearance 160mm

Weight 113 Kg

Fuel Tank Capacity 13 Litres

Colour(s) Red, Blue

Bajaj Discover DTSi:

Price: Ranges from Rs. 46,248 to Rs. 51,895

The new Bajaj Discover 135 cc is stylish and sporty bike for all generations

with all these essential features for an exciting ride for performance-oriented cus-

tomers. Bajaj Discover DTSi enables you to find your internal desire of finding

faster than the horse. This bike will surely grab the customers attention with its

gorgeous graphics. It is equipped with various highly advanced technology and

exceptional features.

Outstanding feature: Engineers of DTSi 135 cc have not confined their ex-

pertise only on its better performance, but also shown their creativity by keeping

certain elegent features in it like its dazzling body graphics, ride control switch,

muscular, sturdy and classy body lining, optoprism head lamp with twin pilot

lamps which is placed in jet canopy styled fairing with a smoked visor, stylish tail



lamp, full function twin pod console, integrated new style tail lamp and fluid grab

rail design etc. It is also equipped with an Electric start button which needs only a

thumb to start the bike.

Comfortableness: Considering comfort of the biker, this bike is fitted with

Spring and Spring (SNS) rear suspension with triple rated springs guarantying

longest travel of 11 Omm, telescopic front suspension of 30 mm diameter with

the promise of longest travel of 135 mm in its class.

The superior performance of this super bike completely rests upon its

lighter and stronger 17” alloy wheels

Bajaj Discover 135 ES Alloy Wheels



Engine



Bore and Stroke 58 X 50.8




Transmission 4 Speed, constant mesh


Ignition CDI

Fuel Supply Carburettor Keihin FIE NCV24

Chassis

Chassis Type Double Cradle Type

Suspension (Front) Telescopic 135mm Travel

Suspension (Rear) Trailing Arm with coaxial hydraulic shock absorbers

Brakes Front - 240mm Disc / Rear - 130mm Drum



Tyres Front - 2.75 X 17 / Rear - 100/90 X 17

Electricals

Battery 12V 5Ah

Head Lamp 35W/35W

Tail / Stop Lamp 5/21W

Dimensions

Seat Height 798mm

Wheelbase 1305mm


Weight 133 Kg

Fuel Tank Capacity 10 Liters

Color(s) Black, Red, Blue

Pulsar 220 DTS-If:

Bajaj Motors launches the yet another variant called Pulsar DTS-Fi. It has

a world’s first 4 stroke digital twin spark fuel injected engine of220 cc. This ravish-

ing variant has a unique digital speedometer along with engine malfunction indi-

cator which would convey any malfunction to the user. Pulsar 220 DTS-If is the



India’s first bike to deliver a high wattage of H7, 55W of light that ensures the

constant illumination at all times.

Bajaj Pulsar 220 DTS Fi

Engine

Engine 4 Stroke, Single Cylinder, Air Cooled with Oil Cooler

Displacement 220 cc





Max. Power 20.06 PS (14.75 KW)@ 8500rpm


Transmission 5 Speed, constant mesh, 1 down - 4 up


Ignition CDI

Fuel Supply Fuel Injection

Chassis


Suspension (Front) Telescopic Fork

Suspension (Rear) Elliptical swingarm, gas charged shock absorbers

Brakes Front - 260mm Disc / Rear - 230mm Disc

Tyres Front - 90/90 X 17 Tubeless / Rear - 120/80 X 17 Tubeless

Electricals

Battery 12V 9Ah

Head Lamp 55W/55W Halogen



Tail / Stop Lamp LED

Dimensions

Seat Height 795mm

Wheelbase 1350mm


Weight 150 Kg

Fuel Tank Capacity 15 Liters

Color(s) Black, Red, Silver, Blue

Pulsar 200 ES DTS-i UG:

Bajaj Pulsar’s another powerful variant to have graced the Indian tarmac is

the elegant 200 cc bike which has become the fancy of any Indian bike enthusi-

ast’s. The bike features 200 cc fuel injected engine and has a self adjustable oil

cooler that adjusts the lube oil viscosity which in turn polishes its overall perfor-

mance. It has a large front fork of 33 mm that enhances its shock absorbing.

Stylish petrol tank flap along with anti scratch tank pad.

Has fuel injection.

New silencer with Exaus TEC technology that maintains engine torque.

Split seat that provides better sitting space.

Has a comparatively light weight.



Delivers the maximum power of 18 PS

Excellent performance giving 17” alloy wheels.


Engine









Transmission 5 Speed, constant mesh, 1 down - 4 up

Clutch Multi plate Wet

Ignition CDI

Fuel Supply Carburetor CV Type

Chassis


Suspension (Front) Telescopic Forks, 135mm stroke

Suspension (Rear) Triple rated spring, 5 way adjustable Nitrox shock absorbers


Tyres Front - 90/90 X 17 Tubeless / Rear - 120/80 X 17 Tubeless

Electricals

Battery 12V 9Ah



Head Lamp 35W/35W


Dimensions

Seat Height 785mm

Wheelbase 1345mm


Weight 145 Kg


Colour(s) Black, Red, Silver, Blue

Bajaj Pulsar DTSi:

Generation next technology included in the package of the equipments of

this high flying bike is the revolutionary digital biking. Digital biking is the

combination of various advanced systems like digital CDI, TRICS III and

Digital Twin Spark ignition (DTSi)

Its highly masculing outlook with sporty, dashing structure give the com-

plete satisfaction of dare riding. Bajaj Pulsar enables its rider to tackle the

situation of overcrowded street due to the presence of 17” alloy wheels

with 1330 mm wheelbase.



Its comfort statement includes front telescope suspension, Nitro X- Nitro-

gen assisted rear gas shockers with triple rated spring. Due to these com-

fort features, this bike is highly accommodative in any terrain.

Feeling of proper riding is provoded by different high end features like im-

proved clutch, cylinder with Roller Rocker Arms, optimized intake and ex-

haust systems and new valve timing. Its advanced Exhaustec (Torque Ex-

pansion Chamber) technology ensures the higher performance at lower

rpm.

Bajaj Pulsar 150 ES DTSi Upgrade:

Engine









Transmission 5 Speed, contstant mesh


Ignition CDI

Fuel Supply Carburettor UCAL Mikuni BS29

Chassis


Suspension (Front) Telescopic Forks, 135mm stroke

Suspension (Rear) Triple rated spring, 5 way adjustable Nitrox shock absorbers


Tyres Front - 2.75 X 17 / Rear - 100/90 X 17

Electricals

Battery 12V 9Ah



Head Lamp 35W/35W


Dimensions

Seat Height 785mm

Wheelbase 1320mm


Weight 143 Kg

Fuel Tank Capacity 15 Litrres

Bajaj XCD 125:



Engine





Max. Power 9.53 PS (7.01 KW)@ 7000rpm


Transmission 4 Speed, constant mesh, all down




Ignition Digital CDI

Fuel Supply Ucal Mikuni VM16 with autochoke

Chassis

Chassis Type Single Downtube

Suspension (Front) Telescopic Hydraulic Fork (125mm travel)

Suspension (Rear) Swing arm with 5 Step Adjustable, dual spring in spring type

Brakes Front - 130mm Drum / Rear - 110mm Drum

Tyres Front - 2.75 X 17 / Rear - 3.00 X 17

Electricals

Battery 12V 5Ah

Head Lamp 35W/35W


Dimensions

Seat Height 790mm

Wheelbase 1275mm




Weight 112 Kg


Colour(s) Black, Red, Blue

Dealer Profile

Name: Sai Automobile



Began Automobile industry in the year 1994 Authorized Dealers for Bajaj range of vehicles. Now dealing with product ranges of Bajaj Two wheelers and three wheelers Our Allied Business Interests are Agriculture, Educa-tion, Construction and Transport

CO. Vision: Expansion into Four Wheeler

Company products/services

• Vehicle Sales - Bajaj - 2 & 3 Wheeler

• Vehicle Service - all the above said brands

• Spares Sales - Bajaj, MICO, SPACO, UCAL, Gabriel, Endurance,

Lumax

• Finance - Finance and Leasing

• Construction

• Transport - Our Trucks regularly fly between Hospet/Bellary to

Pune/Aurangabad

Offices & Branches

• Head Office - Hospet

• -T.B.Dam - Hospet

• -M.J.Nagar - Hospet

Out station Branches

• Bellary

• Gangavathy

• KoppalGF

• Raichur

• Siruguppa

• Sindanur



• Manvi

The Management

• Mr. Jayaprakash • Mrs. Manoja Jayaprakash • Mr. Shivaprasad

LITERATURE REVIEW


ORGANIZATION CHART Future Perspectives


Once the problem is formulated, the researcher has to undertake an ex-

tensive literature survey related to problem. The literature survey undertaken

here includes books and different websites from the internet.

The research project was to know the Customer satisfaction towards BAJAJ two wheeler bikes after sales and service.

Schiffman. G. Leon and kanuk lazare Leslie - Study of the customer

Satisfaction is the study of how individuals make decisions to spend their

available resources (Time, Money and Efforts) on consumption related

items. It includes the study what they buy, whey they buy it, when they buy

it, where they buy it, how often they buy it and how often they use it. The

primary purpose for the study Customer Satisfaction as apart of marketing

curriculum is to understand how and how customers make their purchase

decisions. There insights enable marketers to design more effective mar-

keting strategies.

Gupta.C .B and Dr. Nair. N.Rajan - A business is based on understanding

the customer and providing the kind of products that the customer wants.

Mamoria C.B. and Mamoria Satish - Customer Satisfaction is the process

where by individuals decide what, when, where, how and from whom to

purchase goods and services. Buying behaviour may be viewed as an or-

derly process here by individual interacts with his environment for the pur-

pose of making market decision on products and services.

Nair Suja. R. –‘ The success of the firm will be determined by how effec-

tive it has been in meeting the diverse customer needs and wants by treat-



ing each customer as unique and offering products and services to suit

his/her needs’.

.

Bennett Peter.D. And Kassarjian Haroldh - A great deal of research ac-

tivity in marketing is design to shed light on the customer decision process.

Kothari C.R. For data analysis different statistical techniques are being

used such as scaling techniques, correlation, hypothesis testing.

RESEARCH DESIGN



STATEMENT OF THE PROBLEM :

Consumer’s needs are the focuses of marketing. To be successful mar-

keting managers, it is important for him to understand the nature and characteris-

tics of consumers. The Customer of Hospet can be described as one who is at

active stage of development the skew ness exists in incomes, literacy, culture

make it a Herculean task to typify customer of Hospet.

India is emerging as one of the fastest developing nation in the world

with the economic liberalization in full swing, the most MNC are making a beeline

favor country with their Hi-tech consumer durables, particularly. So in two-

wheeler industry, the leading local players in the two-wheeler industry are tying

up with reputed MNC to come out with new model and technology to cater to the

growing needs of the two-wheeler marketing.

Generally people buy two wheelers to meet their needs, status, comfort,

etc. Among different brands of vehicles Bajaj is the most popular vehicle since

many decades. In this context, it is necessary to find out how many consumers

prefer Bajaj over other vehicles. It is necessary to know what more attributes is

introduced in Bajaj vehicles can increase their sales.

Therefore this study has been conducted to find the consumers perception

towards Bajaj vehicles.

OBJECTIVES OF THE STUDY :



1. To know about the factors influencing the customer decisions of purchas-

ing Bajaj bike.

2. The main objective of the study is to find out to what extent the customers

are satisfied or dissatisfied.

3. To know about the services rendered by the dealer.

4. To know about the company’s after Sales and Services.

5. To know the respondents problems towards Bajaj vehicles.

SCOPE OF THE STUDY :

The scope of the study was extended only to the respondents of Hospet. It

does not cover all the consumer using Bajaj vehicles. The result of the study are

use full to assess customers satisfaction and let us know what exactly customers

are looking for when they plan to buy a two-wheeler. It gives the idea of the sec-

tors need to improve, to stabilize the market and to fight the competitors. It helps

in getting feed back about the product quality. The project helps to put in to prac-

tice the theoretical aspects of the study into reality.

LIMITATIONS OF THE STUDY :



The study is confined to selected customers. It is a study & confined

to Hospet.

The survey was conducted only in urban sectors of Respondents thus it

cannot be generalized.

The information collected in this project is highly time bound hence the re-

sult cannot be universally applicable.

The survey was conducted only for 100 respondents because of time constraint.

REAEARCH METHODOLOGY:

1. SAMPLING

The size of a sample can be determined either by using statistical tech-

niques are through adhoc methods which are used when a person knows

from experience what sample size to adopt or when they are constraints

that dedicated the sample size.

2. Sample:

Sample denotes only apart of the universe and conclusions are drawn

on the entire universe process of sampling involves selecting the sample

size. The type of sample chosen was convenient sampling.

3. Sample unit:

The marketing research must define a target that was sampled.



4. Sampling size:

It is that which denotes hoe many people surveyed an important deci-

sion that has to be taken in adopting a sampling technique about the size

of the sample. The size of the sample means the number of sampling units

to be selected from the universe for the investigation

5. Sample size - 100.

METHODOLOGY :

Convenient sampling has been used in the study. Primary data as well as

secondary data provided the basis for the study.

TOOLS AND TECHNIQUES FOR COLLECTION OF DATA :

Primary data was collected through Questionnaire by distributing question-

naires to the respondents.

Questionnaire consist of personal; details and core details. Seven per-

sonal details were included in the question which consisted of name, age, in-

come, sex, occupation, etc. Core details include questions relating to

Bajaj vehicles and the responses given by the respondents, which has

formed a basis for giving suggestions.

Contacting method:

In this method the customers were personally contacted and interviewed.



Field analysis:

A field work is an important step in the process of market research. It has

been carried out with in prior planning and with almost accuracy and also in a

systematic manner. The prepared questionnaire is circulated among the respon-

dents: the field work activities involve the data collection by containing the re-

spondents the places for data collection were choosing at various areas. Briefly

were made to clear away doubts and the concepts to get a better and right re-

sponse.

PLAN OF ANANLYSIS:

Data collected from various sources were carefully computed, classified,

tabulated, analyzed and interpreted. The tables obtained were analyzed with the

help of parametric statistical techniques, in order to interpret the data and to draw

inferences. Conclusions, suggestions and recommendations are given from this

inference.



ANALYSIS AND INTERPRETATION OF DATA

Calculation and tabulation of data:

After collecting and editing data the first step towards is classification.

Classification is arranging the data according in to points of similarities and dis-

similarities.

Objectives of classification:

Reduce data into homogenous groups.

To prepare data and present in a tabular form.

To condense the mass data in such a way that its salient features are high light-

ened.

To facilitate comparison between variables.

Types of classification:

Broadly data can be classified on the following four basis;

Geographical i.e., Area wise.

Chronological i.e., on the basis of time.

Qualitative i.e., according to some attributes.

Quantities i.e., in terms of magnitude.



Tabulation of data:

One of the simplest and most reliable devices for summarizing data and

presenting that in meaningful fashion is the statistical table. The process of tabu-

lation involves combination and totaling of the collected data and used computer

for tabulating data and omits fractions. The data collected through the research

work has been analyzed in such a manner so that to meet the sequence of the

objectives. This chapter shows how the data obtained was tabulated and ana-

lyzed in order to draw inferences. The data collected from the respondents have

been grouped in to categories or classes according to the objectives. The objec-

tive was to organize information and prepare a summary which would highlight its

salient features. This task is statistically known as tabulation. Firstly the answers

were recorded and depending upon the similarity, the response grouping was

done. The tabulation was done by editing function. It is the process by which data

collected has been scrutinized to insure consistency and accuracy.

The data collected was compiled, encrypted, coded and tabulated for fur-

ther parametric analysis. The analysis is encoded in following tables and graphs.



TABLE-1: TABLE SHOWING THE AGE GROUP OF RESPONDENTS

16%

19%

9%6%

50%

21-30

31-40

41-50

50 and above

TOTAL

INTERPRETATION:

The above table shows the number of respondents in accordance to age

group. It shows that maximum number of respondents was aged between 31-40

years, 21-30 years, 31-40 years, 41-50 years and also aged above 50 years.


Age Group No. of Respondent Percentage

21-30 32 32

31-40 38 38

41-50 18 18

50 and above 12 12

TOTAL 100 100


TABLE-2:TABLE SHOWING OCCUPATION OF THE RESPONDENTS

Occupation No. of Respondents Percentage

Business persons 18 18

Students 42 42

Employees 30 30

Others 10 10

TOTAL 100 100

18

42

30

10

18

42

30

10

0

5

10

15

20

25

30

35

40

45

Business persons Students Employees Others

Series1

Series2

INTERPRETATION:



The customers of Bajaj two wheeler products according to occupation

were Students (42%) Employees (30%) Business persons (18%) Others (10%).

TABLE-3:TABLE SHOWING INCOME LEVEL OF RESPONDENTS

Income No. of Respondent Percentage

Below 5000 14 14

5001-10,000 26 26

10,001-20,000 28 28

20,001 and above 32 32

TOTAL 100 100

14 14

26 2628 28

32 32

0

5

10

15

20

25

30

35

Below5000

5001-10,000

10,001-20,000

20,001 andabove

No. of Respondent

Percentage

INTERPRETATION;



From the above table it is observed that 32% of customers were of high in-

come level customers, and 14% of customers are low income level customers,

and some have income level of 13%.

TABLE-4: TABLE SHOWING VEHICLE MODEL OWNED BY RESPONDENTS

Vehicle Model No. of Respondent Percentage

Discover 135cc 24 24

Pulsar 180 DTS-i 34 34

Platina 16 16

XCD 18 18

Pulsar 220 DTS-Fi 8 8

TOTAL 100 100

GRAPH SHOWING VEHICLE MODELS OWNED BY RESPONDENTS

2424

3434

16161818

8 8

0

5

10

15

20

25

30

35

Discover135cc

Pulsar180

DTS-i

Platina XCD Pulsar220

DTS-Fi

No. of Respondent

Percentage

INTERPRETATION:



The above table shows that pulsar is the maximum selling bike out of 50

respondents 17 purchases pulsar, and less selling bike is avenger is 4 0f 50 re-

spondents will purchase avenger

TABLE-5: TABLE SHOWING THE SOURCES OF AWARENESS OF THE

PRODUCT

RESPONDENTSNO. OF RESPON-

DENTSPERCENTAGE

Advertisement 16 16

Friends 28 28

Family Members 16 16

T.V 20 20

OTHERS 20 20

Total 100 100



SOURCES OF AWARENESS OF THE PRODUCT

NO. OF RESPONDENTS

16

28

16

20

20

Advertisement

Friends

Family Members

T.V

OTHERS

INTERPRETATION:

The table reveals that major part of the customers came to know about the

product through Print Media, TV and reference group. The other source of aware-

ness is outdoor advertising and others.



TABLE-6: TABLE SHOWING FACTORS AFFECTING PURCHASE DECISION

RESPONSESNO. OF RESPON-

DENTSPERCENTAGE

PRICE 10 10

BRAND IMAGE 08 08

STYLE 16 16

MILEAGE 50 50

POWER 16 16



10 108 8

16 16

50 50

0

5

10

15

20

25

30

35

40

45

50

PRICE BRAND IMAGE STYLE MILEAGE

Series1

Series2

INTERPRETATION;

From the above table it shows that the purchase decisions of the cus-

tomers were mainly influenced by the mileage, power and style of the bike.

TABLE-7: TABLE SHOWING SATISFACTORY LEVEL OF PRICE


DENTSPERCENTAGE

Affordable 52 52

Competitive 32 32

Comparatively High 16 16

Total 100 100



52 52

32 32

16 16

0

10

20

30

40

50

60

Affordable Competitive Comparatively High

Series1

Series2

INTERPRETATION:

The table shows that among the respondents 52% is Affordable Price,

32% is competitive.

TABLE-8: TABLE SHOWIAG AVAILABILITY OF REQUIRED ACCESSORIES

OF BAJAJ IN ALL SHOW ROOMS

Accessories No. of Respondent Percentage

YES 56 56

NO 44 44

TOTAL 100 100



56

56

44

44

0%

20%

40%

60%

80%

100%

YES NO

Series2

Series1

INTERPRETATION:

From the above table 56% of the respondents say that they all find re-

quired accessories and spare parts of Bajaj in all show rooms.

TABLE-9: TABLE SHOWING SERVICE PROVIDED BY THE COMPANY

RESPONSES NO. OF RESPONDENTS PERCENTAGE

Good 28 28

Average 64 64

Bad 08 08

Total 100 100



28 28

64 64

8 8

0

10

20

30

40

50

60

70

Good Average Bad

Series1

Series2

INTERPRETATION:

The table shows that 48% of the respondents think that the services pro-

vided by the company are good 32% thinks that the service is excellent.

TABLE-10: TABLE SHOWING RESALE VALUE OF THE BIKE


DENTSPERCENTAGE

EXCELLENT 08 08

GOOD 24 24



SATISFACTORY 32 32

POOR 36 36

Total 100 100

8 8

24 24

32 32

36 36

0

5

10

15

20

25

30

35

40

EXCELLENT GOOD SATISFACTORY POOR

Series1

Series2

INTERPRETATION: 36% of the respondents had the opinion that the resale

value of the vehicles is poor and 32% says that the resale value is satisfactory,

whereas 8% opinion is excellent.

TABLE-11: TABLE SHOWING RECOMMENDATION OF BAJAJ TWO WHEEL-

ERS PRODUCTS TO OTHER PEOPLE

Recommend No. of Respondent Percentage

YES 80 80



NO 20 20

TOTAL 100 100

80 80

20 20

0

10

20

30

40

50

60

70

80

YES NO

Series1

Series2

INTERPRETION:

From the above table it shows that 80% of respondents they will recom-

mend Bajaj products other’s to buy.

TABLE-12: TABLE SHOWING FEELING ABOUT ADVERTISEMENT

STRATEGY OF BAJAJ TWO WHEELER

Advertisement No of Respondents Percentage

Motivating 52 52



Informative 32 32

Make no difference 16 16

Total 100 100

52 52

32 32

16 16

0

10

20

30

40

50

60

Motivating Informative Make no difference

Series1

Series2

INTERPRETION:

From the above table it shows that 52% of respondents they Feel that Ad-

vertisement Stratergy is Motivative Bajaj products to buy.

TABLE-13: TABLE SHOWING FEELING ABOUT DISCOUNT & FREE GIFT

OFFERED TO CUSTOMERS

Discounts & Offers No of Respondents Percentage



Attractive 44 44

Insufficient 32 32

Make no difference 24 24

Total 100 100

44

32

24

Attractive

Insufficient

Make no difference

INTERPRETION:

The table shows that 44% of the respondents think that the Occasional

discount and free gifts offered by the company is Attractive 32% thinks that Insuf-

ficient compared to other.

TABLE-14: TABLE SHOWING THAT THE CUSTOMERS SATISFIED IN THE

NUMBER OF MODELS REALESED



Respondents No of Respondents Percentage

Yes 67 67

No 33 33

Total 100 100

67 67

33 33

0

10

20

30

40

50

60

70

Yes No

Series1

Series2

INTERPRETION:

The table shows that 67% of the respondents are satisfied with the num-

ber of model released 33% thinks that unsatisfied.

TABLE-15: TABLE SHOWING THAT THE LATEST VERSION OF TWO

WHEELERS RELEASED IN SHOW ROOM



Display in show room No of Respondents Percentage

Yes 58 58

No 42 42

Total 100 100

58

58

42

42

0 10 20 30 40 50 60

Yes

No

Series2

Series1

INTERPRETION:

The table shows that 58% of the latest version two wheeler are dis-

played in show room and 42% of the latest bikes are not displayed.

TABLE-16: TABLE SHOWING THAT THE WHETHER CUSTOMER HAS GOT

THERE MONEYS WORTH



Moneys worth No of Respondents Percentage

Yes 20 20

May be 64 64

No 16 16

Total 100 100

20

64

16

0

10

20

30

40

50

60

70

Yes May be No

Series1

INTERPRETION:

The table shows that 64% of the respondents are satisfied on there Mon-

eys worth and 20% of them are fully satisfied and 16% are not satisfied.

FINDINGS, SUGGESTIONS AND CONCLUSION



FINDINGS:

The important factors which effect the buying decision of the customer is

the Mileage and Style of the bike.

Most of the respondents were using the bike for a period of 1 to 5 years.

Majority of the respondents were aware about the product through the

Friends and TV.

Most of the customers have the opinion that advertisement will change the

buying decision of the customers at a certain level.

From the analysis came to know that the present brand image of Bajaj two

wheeler is good.

The over all performance of the Bajaj two wheeler is good.

Customers think that the service provided by the company is not satisfac-

tory.

Customers are not satisfied with the availability of the bike.

Customers think that Latest Version of Bike are not Displayed in the show

room.

Customer thinks that the resale value is poor.

Price is one of the Key factor in purchase decisions.



SUGGESTIONS

More attention should be kept on complaints given by customers and

serve them well.

Feedback should be taken by after the service of the vehicle and try to de-

liver the better service next time.

More authorized service station should be opened in the city.

Management should try to reduce service charges as much as possible by

keeping in mind other service centers charges.

Cash less schemes for repairs under insurance claims may be arranged to

avoid delay in reimbursement.

Display the latest version of bike to attract the customer and satisfy num-

ber or of model released.

By providing better service the resale value of the bike will be good.

Management should make availability of sufficient motorcycle model and

genuine spare parts.



CONCLUSION

The project entitled “A study on customer satisfaction towards Bajaj

two wheeler products” under taken by the researcher would help the dealer

to know about the level of customer satisfaction on the services provided. Re-

port on the mileage effectiveness in India mostly influences the customer to

buy the Bajaj two wheelers. Majority of the respondents were aware about the

product through the Friends and TV. Service provided by Bajaj and the

moderate cost of services plays a major role in more customers being ready

to buy the Bajaj products. More authorized service station should be opened

in the city. By opening this center the resale value will b good. The over all

performance of the Bajaj two wheeler is good. In all the Bajaj two wheelers,

pulsar is the most carved by customers.



BIBILIOGRAPHY

PHILIP KOTLER , Marketing Management, Tenth Edition, PHI, New Delhi,

2002

C.R.KOTHARI, Research Methodology.

RAMANUJ MAJUMDAR, Marketing Research, New Age International Pvt.

Ltd Publishers, New Delhi (2000)

WEBSITES:

www.bajajauto.com

www.google.com

www.Overdrive.com


http://www.google.com/

http://www.bajajauto.com/


ANNEXURE

QUESTIONNAIRE

Dear Sir,

I am Arun Kumar C.S, student of 4th SEM MBA at T. John Institute of Man-

agement & Science College on a dissertation on “CUSTOMER SATISFACTION

TOWARDS BAJA TWO WHEELERS PRODUCTS”. I require some information to

complete my dissertation. I assure that the information given by you would be

kept strictly confidential and be used only for academic purpose.

The Degree of Customer satisfaction towards the Bajaj Motor Cycles

Please () inside the appropriate box

NAME : ___________________________

AGE : _______________

SEX : M F

OCCUPATION : Business Govt Employee

Student Pvt Employee Other



INCOME : Below 5000

Rs. 5001 – 10000

Rs. 10001- 20000

Rs. 20001 & Above

1. Which bike do you like in the Bajaj

Discover 135cc Pulsar 180 DTS-i Platina 125cc

XCD pulsar 220 DTS-Fi

Year of Purchase : ______________________

2. Rate the factor effecting the purchase decision

Price Brand image Mileage Power

Style

3. What is your opinion on price of Bajaj Motor Cycle.

Affordable Competitive Comparatively High

4. How do you know come to know about Bajaj two wheelers?

Advertisement Friends Family members Others

T.V



5. What you feel about advertising strategy of Bajaj

Motivating Informative Makes no Difference

6. What is you opinion on occasional discounts / free gifts offered by Bajaj.

Attractive Insufficient compared to other brands

Makes no difference

7. Are you satisfied in the number of Models released in a year.

Yes No

8. Do you find the Display of all the latest version of Bajaj Motor Cycles in show-

rooms.

Yes No

9. Do you find all you required accessories & spare parts of Bajaj in all show-

rooms.

Yes No

10. Would you recommend Bajaj Motor Cycle to others .

Yes No

If No, please specify: _______________________________________________

11. On the Whole did you get your moneys worth.



Yes May be No

12. Do you purchase the Bajaj two-wheeler through dealer?

Yes No

13. Is the service given by the showrooms are good.

Good Average Bad

14. Your opinion about the resale value of the bike.

Excellent Good Satisfactory Poor

15. Do you any suggestion for improving the product

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Documents

project on consumer satisfaction of bajaj