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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 2 nd 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 90s one in
every two Indians 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 todays competitive world customer is king. He has got
many alternatives to choose. The behavior and the level of satisfaction of
customers 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 etcThe
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
through the print media and TV. Many of the customers think that advertisement

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

and friends suggestion 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.

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
maintenance. Maintain the brand image through the continuous promotional
activities. Increase the sales volume by conducting more national and
international conferences.

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INTRODUCTION

Marketing is the process of planning and executing the conception,


pricing, promotion and distribution of ideas goods and services to create
exchange that satisfy individual and organizational goals today marketing must
be understood 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


satisfaction. An individual firms 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 consumer is the prime objective of an enterprise.

Satisfaction is a persons feeling of pleasure of disappointments resulting


from comparing a products perceived performance in relation to his or her
expectations. 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. Customers


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
consumers wants and needs.
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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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


understand the factors which are effective for the success of the product. 50
samples 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
behaviors 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


relationship 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

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served as some kind of comparative object vis-a-vis the company with which he
has broken the relationship. The new company has perhaps changed or
improved its business concept, 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 becomes 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
reasons 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


experiences that the customer has with a product or service. However
expectations also reflect that influences the evaluation of the product or service.

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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 associates. This information influences our expectations and ability to
evaluate quality, value, and the ability of the product or service to meet our
needs.

In meeting customers' requirements and measuring customers'


satisfaction indexes, customer perception should be definitely a key
consideration. Qualified 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 expectations. 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 perception satisfaction.

IMPORTANCE OF MARKETING:

As consumption initiates production, the producer should identify the


motives, which promote consumers to purchase. This helps him to offer a total
product that can satisfy the consumers needs. Thus consumers inner motives
such as fear, pride, fashion, profession, purchasing power are the things which
decide the buying pattern. Todays 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.

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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
satisfy 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
characteristics 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

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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
superior 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:

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Marketing mix is a combination of 4ps such as product, price, promotion


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

4 PS OF MARKETING:

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


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

PRICE: economists defines price as the exchange value of a product or reserve


always impressed in terms of money.

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PROMOTION: promotion may be defined as the various activities that the


company 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
involved in a purchase and aware of significant among brands. Consumer are
involves 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
difference 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
weightily 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
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product switching. The buyers behavior is influenced by four major factor cultural
(cultural, sub cultural,& social class),social(reference group, family,& roles &
status )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:

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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
offered 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.

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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
satisfaction and dissatisfaction by simply running a complaint and suggestion
system. Studies show that customer4s are dissatisfied with one out of every ten
purchases 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
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which brands are likely to satisfy needs. Thirdly a consumer post purchase
evolution determines whether the brand is likely to be repurchased.

Satisfaction v/s Dissatisfaction

Satisfaction occurs when customers 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
performance in relation to the buyers expectation. here is our definition of
customer satisfaction, thus the satisfaction level is a function of the difference
between perceived performance and expectations. a customer could experience
on their board level of satisfaction. If the performance matches the expectations
the customer is satisfied if the performance exceeds expectations, a customer is
highly satisfied, pleased or delighted. But how do buyers form their expectations?
Expectations are formed on the basis of the buyers past buying experience,
statements 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 todays most successful company are
raising expectations and delivering performance to match. Thus companies are
aiming for total consumer satisfaction.

CUSTOMER RELATIONSHIP MARKETING:

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


managing detailed information about individual customers and carefully
managing 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
communications to casual observations. Customer relationship marketing
enables companies 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 companys 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 customers increases revenue. However the


company 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.

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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
disappointments. This information helps their company to continue to improving
its performance.

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.

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INDUSTRY PROFILE

The liberalization policy and various tax reliefs by the Govt. of India in
recent 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
transportation 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 Industry 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


recognized as potential emerging market.

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

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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 sectors full potential for the economy. Steps like abolition of
licensing, removal of quantitative restrictions and initiatives to bring the policy
framework in consonance with WTO requirements have set the industry in a
progressive 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 policies 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 significant role in boosting automobile demand, especially for
the population in the middle 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

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policy 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
automobile 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 years entry
of the firms, capacity expansion, choice of products including capacity mix and
technology, 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.

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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
wheelers and the three wheelers, lighting iron and home appliances insurance,
travel, and finance. It was founded in 1926 at a height of Indias movement for
independent from the birth the group has on illustrious history the integrity
dedications resourcefulness 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
business 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

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Indians must distinguished business leaders and internationally respected for his
business acumen and entrepreneurial spirit.

MANAGEMENT PROFILE: Board of directors

Rahul Bajaj Chairman


Madura Bajaj Vice chairman and whole time
director
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 HOLDERS AND INVESTORS GRIEVANCE COMMITTEE:

D.J. Balaji roa Chairman


J.N. Godrej Chairman
Naresh Chandra Chairman
S.H. Khan Chairman

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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,
Maharashtra, with plants in Akurdi and Chakan (near Pune), Waluj (near
Aurangabad) and Pantnagar in Uttaranchal. Bajaj Auto makes and exports motor
scooters, motorcycles 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
encompasses 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.

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
Aurangabad. In 1986, it managed to produce and sell 500,000 vehicles in a

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single financial 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

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

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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:

Bajaj CT 100
Bajaj Platina

Bajaj Discover 110cc

Bajaj Discover DTS-i 125cc

Bajaj XCD 125 DTS-Si

Bajaj Discover DTS-i 135cc

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Bajaj Pulsar 150 DTSi

Bajaj Pulsar 180 DTSi

Bajaj Pulsar 200 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:

Bajaj Sunny
Bajaj Chetak

Bajaj Cub

Bajaj Super

Bajaj Saffire

Bajaj Wave

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

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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
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

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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.

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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,
usable 1.75 liters. It is the Indias 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

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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
customers. 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


expertise 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.

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

The superior performance of this super bike completely rests upon its
lighter and stronger 17 alloy wheels

Bajaj Discover 135 ES Alloy Wheels

Engine
Engine 4 Stroke, Single Cylinder, Air Cooled

Displacement 134.21 cc

Bore and Stroke 58 X 50.8

Compression Ratio 9.5:1

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Max. Power 13.1 PS (9.64 KW) @ 8500rpm

Max. Torque 11.88 Nm @ 6500rpm

Transmission 4 Speed, constant mesh

Clutch Multiplate Wet

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

Ground Clearance 179mm

Weight 133 Kg

Fuel Tank Capacity 10 Liters

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Color(s) Black, Red, Blue

Pulsar 220 DTS-If:

Bajaj Motors launches the yet another variant called Pulsar DTS-Fi. It has
a worlds first 4 stroke digital twin spark fuel injected engine of220 cc. This
ravishing variant has a unique digital speedometer along with engine malfunction
indicator which would convey any malfunction to the user. Pulsar 220 DTS-If is
the Indias first bike to deliver a high wattage of H7, 55W of light that ensures the
constant illumination at all times.

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Bajaj Pulsar 220 DTS Fi

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

Displacement 220 cc

Bore and Stroke 67 X 62.4

Compression Ratio 9.5:1

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

Max. Torque 19.12 Nm @ 6500rpm

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

Clutch Multiplate Wet

Ignition CDI

Fuel Supply Fuel Injection

Chassis
Chassis Type Double Cradle Type

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


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Tail / Stop Lamp LED

Dimensions
Seat Height 795mm

Wheelbase 1350mm

Ground Clearance 177mm

Weight 150 Kg

Fuel Tank Capacity 15 Liters

Color(s) Black, Red, Silver, Blue

Pulsar 200 ES DTS-i UG:

Bajaj Pulsars another powerful variant to have graced the Indian tarmac is
the elegant 200 cc bike which has become the fancy of any Indian bike
enthusiasts. 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 performance. 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.

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Delivers the maximum power of 18 PS

Excellent performance giving 17 alloy wheels.

Bajaj Pulsar 200 DTSi

Engine
Engine 4 Stroke, Single Cylinder, Air Cooled

Displacement 198.8 cc

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Bore and Stroke 67 X 56.4

Compression Ratio 9.5:1

Max. Power 18.01 PS (13.25 KW) @ 8000rpm

Max. Torque 17.68 Nm @ 6000rpm

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

Clutch Multi plate Wet

Ignition CDI

Fuel Supply Carburetor CV Type

Chassis
Chassis Type Double Cradle Type

Suspension (Front) Telescopic Forks, 135mm stroke

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

Brakes Front - 260mm Disc / Rear - 130mm Drum

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

Electricals
Battery 12V 9Ah

Head Lamp 35W/35W

Tail / Stop Lamp LED

Dimensions
Seat Height 785mm

Wheelbase 1345mm

Ground Clearance 165mm

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Weight 145 Kg

Fuel Tank Capacity 15 Litres

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
complete 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-


Nitrogen assisted rear gas shockers with triple rated spring. Due to these
comfort features, this bike is highly accommodative in any terrain.

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


improved clutch, cylinder with Roller Rocker Arms, optimized intake and
exhaust systems and new valve timing. Its advanced Exhaustec (Torque
Expansion Chamber) technology ensures the higher performance at lower
rpm.

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Bajaj Pulsar 150 ES DTSi Upgrade:

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Engine
Engine 4 Stroke, Single Cylinder, Air Cooled

Displacement 149.01 cc

Bore and Stroke 57 X 56.4

Compression Ratio 9.5:1

Max. Power 14.09 PS (10.35 KW) @ 8500rpm

Max. Torque 12.76 Nm @ 6500rpm

Transmission 5 Speed, contstant mesh

Clutch Multiplate Wet

Ignition CDI

Fuel Supply Carburettor UCAL Mikuni BS29

Chassis
Chassis Type Double Cradle Type

Suspension (Front) Telescopic Forks, 135mm stroke

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

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

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

Electricals
Battery 12V 9Ah

Head Lamp 35W/35W

Tail / Stop Lamp LED

Dimensions
Seat Height T. JOHN785mm
INSTITUTE OF MANAGEMENT AND SCIENCE,
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Wheelbase 1320mm

Ground Clearance 165mm

Weight 143 Kg

Fuel Tank Capacity 15 Litrres


CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Bajaj XCD 125:

Engine
Engine 4 Stroke, Single Cylinder, Air Cooled

Displacement 124.58 cc

Bore and Stroke 54 X 54.4

Compression Ratio 9.5:1

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

Max. Torque 10.85 Nm @ 5000rpm

Transmission 4 Speed, constant mesh, all down

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Clutch Multiplate Wet

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

Tail / Stop Lamp LED

Dimensions
Seat Height 790mm

Wheelbase 1275mm

Ground Clearance 173mm

Weight 112 Kg

Fuel Tank Capacity 8 Litres

Colour(s) Black, Red, Blue

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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,
Education, Construction and Transport

CO. Vision: Expansion into Four Wheeler

Company products/services

Vehicle Sales - Bajaj - 2 & 3 Wheeler

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS
ORGANIZATION CHART Future Perspectives

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

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LITERATURE REVIEW

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


extensive 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.

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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
marketing 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
orderly process here by individual interacts with his environment for the
purpose of making market decision on products and services.
Nair Suja. R. The success of the firm will be determined by how
effective it has been in meeting the diverse customer needs and wants by
treating 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
activity in marketing is design to shed light on the customer decision
process.

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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:

Consumers needs are the focuses of marketing. To be successful


marketing managers, it is important for him to understand the nature and
characteristics of consumers. The Customer of Hospet can be described as one

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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

purchasing Bajaj bike.

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

are satisfied or dissatisfied.


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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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

4. To know about the companys 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
sectors 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
practice 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.

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


techniques 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


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

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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


questionnaires to the respondents.

Questionnaire consist of personal; details and core details. Seven


personal details were included in the question which consisted of name, age,
income, 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:

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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
respondents: the field work activities involve the data collection by containing the
respondents 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
response.

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


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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
dissimilarities.

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
lightened.

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:

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One of the simplest and most reliable devices for summarizing data and
presenting that in meaningful fashion is the statistical table. The process of
tabulation 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
analyzed in order to draw inferences. The data collected from the respondents
have been grouped in to categories or classes according to the objectives. The
objective 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
further parametric analysis. The analysis is encoded in following tables and
graphs.

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TABLE-1: TABLE SHOWING THE AGE GROUP OF RESPONDENTS

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

INTERPRETATION:

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CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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.

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

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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

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INTERPRETATION;

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

INTERPRETATION:

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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
respondents will purchase avenger

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


PRODUCT

NO. OF
RESPONDENTS PERCENTAGE
RESPONDENTS

Advertisement 16 16

Friends 28 28

Family Members 16 16

T.V 20 20

OTHERS 20 20

Total 100 100

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SOURCES OF AWARENESS OF THE PRODUCT

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
awareness is outdoor advertising and others.

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 62
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

TABLE-6: TABLE SHOWING FACTORS AFFECTING PURCHASE DECISION

NO. OF
RESPONSES PERCENTAGE
RESPONDENTS

PRICE 10 10

BRAND IMAGE 08 08

STYLE 16 16

MILEAGE 50 50

POWER 16 16

INTERPRETATION;

From the above table it shows that the purchase decisions of the
customers were mainly influenced by the mileage, power and style of the bike.

TABLE-7: TABLE SHOWING SATISFACTORY LEVEL OF PRICE

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 63
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

NO. OF
RESPONSES PERCENTAGE
RESPONDENTS

Affordable 52 52

Competitive 32 32

Comparatively High 16 16

Total 100 100

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

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 64
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Accessories No. of Respondent Percentage

YES 56 56

NO 44 44
TOTAL 100 100

INTERPRETATION:

From the above table 56% of the respondents say that they all find
required accessories and spare parts of Bajaj in all show rooms.

TABLE-9: TABLE SHOWING SERVICE PROVIDED BY THE COMPANY

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 65
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

RESPONSES NO. OF RESPONDENTS PERCENTAGE

Good 28 28

Average 64 64

Bad 08 08

Total 100 100

INTERPRETATION:

The table shows that 48% of the respondents think that the services
provided by the company are good 32% thinks that the service is excellent.

TABLE-10: TABLE SHOWING RESALE VALUE OF THE BIKE

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 66
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

NO. OF
RESPONSES PERCENTAGE
RESPONDENTS

EXCELLENT 08 08

GOOD 24 24

SATISFACTORY 32 32

POOR 36 36

Total 100 100

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


WHEELERS PRODUCTS TO OTHER PEOPLE

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 67
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Recommend No. of Respondent Percentage

YES 80 80

NO 20 20

TOTAL 100 100

INTERPRETION:

From the above table it shows that 80% of respondents they will
recommend Bajaj products others to buy.

TABLE-12: TABLE SHOWING FEELING ABOUT ADVERTISEMENT

STRATEGY OF BAJAJ TWO WHEELER

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 68
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Advertisement No of Respondents Percentage

Motivating 52 52

Informative 32 32

Make no difference 16 16

Total 100 100

INTERPRETION:

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

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 69
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Attractive 44 44

Insufficient 32 32

Make no difference 24 24

Total 100 100

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
Insufficient compared to other.

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


NUMBER OF MODELS REALESED

Respondents No of Respondents Percentage

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 70
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Yes 67 67

No 33 33

Total 100 100

INTERPRETION:

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

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 71
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Yes 58 58

No 42 42

Total 100 100

INTERPRETION:

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

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 72
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

Yes 20 20

May be 64 64

No 16 16

Total 100 100

INTERPRETION:

The table shows that 64% of the respondents are satisfied on there
Moneys worth and 20% of them are fully satisfied and 16% are not satisfied.

FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS:

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 73
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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


satisfactory.

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

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 74
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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

deliver 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
number 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

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 75
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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.
Report 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.

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 76
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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

ANNEXURE
T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,
BANGALORE 77
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

QUESTIONNAIRE

Dear Sir,

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


Management & 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

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 78
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 79
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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
showrooms.

Yes No

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

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

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 80
CUSTOMER SATISFACTION TOWARDS BAJAJ TWO WHEELERS

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


........................................................................

T. JOHN INSTITUTE OF MANAGEMENT AND SCIENCE,


BANGALORE 81

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