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SAAB MARFIN MBA

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Customer satisfaction Level

Customer satisfaction Level MBA MARKETING REPORT

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CONTENTS
SL.NO 1 EXECUTIVE SUMMARY INDUSTRY PROFILE COMPANY PROFILE NEED FOR STUDY OBJECTIVES OF THE STUDY SCOPE OF THE STUDY METHODOLOGY FINDINGS AND RECOMMENDATIONS CONCLUSION PART-2 2 INTRODUCTION OF THE STUDY THEORETICAL BACKGROUND INDUSTRIAL PROFILE COMPANY PROFILE ABOUT BAJA PLATINA PART-3 3 OBJECTIVES SCOPE OF THE STUDY METHODOLOGY PART-4 4 DATA ANALYSES AND INTERPRETATION FINDINGS AND SUGGESTIONS CONCLUSION 5 PART-5 ANNEXURE AND BIBLIOGRAPHY 69-73 44-67 39-43 07-38 PART-1 PAGE NO 3-6

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Part-1
EXECUTIVE SUMMARY

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EXECUTIVE SUMMARY
Bijjal Motors authorized dealer for Bajaj Company for Ilkal town.

The present aim at examining the Customer satisfaction Level Bajaj PLATINA Bike at Ilkal town The importance of the study is emphasized by the fact the Customer Satisfaction is person feelings (or) disappointment resulting from comparing a products performance in relation to his/her expectations. It is the key to generate the high customer loyalty.

The measures the Customer satisfaction level research survey was conducted with sample size of 100. The information is collected with the help of questionnaire through personal interview and study is revealed that the most of the customer are satisfied with the Bajaj PLATINA Bike

Industry Profile BAJAJ AUTO One of the largest 2 and 3 wheeler manufacturer in the world 21 million+ vehicles on the roads across the globe Managing funds of over s 5,329 cr. Bajaj Auto finances one of the largest auto finance cos. In India Rs. 6,340 Cr. Turnover and Profits after tax of 767 Cr. in 2004-05

Company Profile: Bajaj Auto Ltd (BAL), the largest two and three wheeler manufacturer in the country, has a dominating 40% market share in scooters with 18.5% in

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. un geared scooters, 25.2% in motor cycles, 53% in step-thrus, 8.3% in mopeds and a leading 78% market share in three-wheelers in FY2001.

Need for study:

In this competitive era we are using so many different types of two wheelers, even though we are not satisfied with the particular bike, so we choose the appropriate bike that is PLATINA which is suitable for all the level of people because it gives more mileage and it has good looking bike. For that matter only we are studying about this particular topic.

OBJECTIVES OF THE STUDY

To Study the Customer Satisfaction level for the Bajaj PLATINA Bike. To know the features influencing the customer during the purchase of Bajaj PLATINA Bike. To Ascertain whether the Customer are satisfied with existing service from the Show Room.

SCOPE: The scope of the study is limited to Bijjal Motors only. METHODOLOGY

1) 2)

Primary Data. Secondary Data.

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. Primary Data: Primary information was collected through questionnaire and personal interaction.

Secondary Data : The sources of secondary data are as follows: MAGZINES. BOOKS. WEBSITE S.

Findings Majority of the Customer have purchased the vehicle by there price and friends with 32% and 31% respectively. And friends are second

motivated factors which influenced the customer to purchase the bike. 52% of the customers are satisfied with information provided by the mechanics while delivering the bike for the first time. The Bajaj PLATINA customers are satisfied with the price ie 72%.

Conclusion: By seeing the performance of Bajaj PLATINA vehicle And service

provided by the Bijjal motors. I can conclude that it has wide market and bright future for its sales. And also in the current market it is one of the leading

vehicles. The distribution and availability of the vehicle in bagalkot District as to be Improve Because of the Competing of the vehicle like Hero Honda, TVS are very high market share.

As per show room is concerned is having good prospects in near feature it is providing good service and majority of the people are satisfied with Bajaj company vehicle. Customer satisfaction Level MBA MARKETING REPORT Page 6

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Recommendations:
The dealer can convince the non-users by taking measures like

advertising and sales people. The Diploma Holder mechanics should be recruited in the show room service centre More & More promotional measures should be taken to increase the sales. The warranty service provided by dealers should improve they can gives better service in the time of warranty periods.

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Part-2

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INTRODUCTION TO STUDY
Project is under taken aims at measuring customer satisfaction level of Bajaj PLATINA Bike at Ilkal town.

Bajaj PLATINA Bike has been launched by Bajaj Company and there is a need measures satisfaction level of Bajaj PLATINA Bike in Ilkal town. The benefit of the study is to make the strategic decision about which are characteristics and factors in service like price of the vehicle, cost, mileage delivery time, attitudes of service provider, and cost of spares.

Considering all the above points examining whether the customers are satisfied with Bajaj PLATINA Bike if the performance matches the expectation the customers are satisfied if the performance exceeds expectation the customers are is highly satisfied or delighted.

Back ground of the company


Bhartha commenced operation as importing agents for vespa scooter of paggio in 1948.Entered into technical collaboration agreement with piaggio expired in 1971, was not Renewed.BAL has 3 plant located in maharashtra. The scooter incorporate piaggio Technology as upgraded by BALs in house R&D from time to time. It also developedA fully indigenous model of motorcycle in 1981. subsequent to the opening up of The scooter for foreign technology and equity participation in the mid 80s it entered Into a technical collaboration

agreement

with

Kawasaki

Japa.

It

started production Of

Kawasaki 100cc

motorcycles in 1986. the company has also entered Collaboration with M/s

into technical of japan for

kabota

manufacture of diesel engines for its three Wheelers and cagiva of italy. BAL has also promoted Maharashtra Scooter Ltd.(MSL) With bodies. MSL assembles Bajaj scooter at its satara plant. Page 9 state government

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Group management Mr jamalal Bajaj founded the Bajaj Group in the 30s. The group now has 24 companies, Including 6 listed companies. Besides BAL, the major companies in the group are as Follows: Mukand Ltd: Alloy/ special steel,term key projects Bajaj Electricals Ltd: Electrical equipments,fans,appliances Bajaj Hindustan Ltd:Sugar, industrial alcohol

Subsidiary/affiliate companies

Bajaj auto holdings ltd. (BAHL) is a wholly owned subsidiary of

BAL

engaged in the business of investment in shares, debentures and Other securites.

Bajaj Auto Hodings Ltd. (BHEL) is a wholly owned subsidiary of BAL engaed in the business of investment in shares, debentures and other securities.

Bajaj Auto Finance Ltd. (BHFL) has ceased to be a subsidiary after its IPO if 4.175mn shares of Rs 10 each at a premium of Rs 80 in may 1994 BAL, along with the subsidiary BHFL engages in financial service and investment activities. The

company is planning to increase its branch network in the country by 33% over

the next one year i.e from 40% in the fiscal to 60%. BAL and western assembles scooter for BAL . maharashtra development corporation (WNDC)

promoted Maharashatra Scooters Ltd (MSL), in 1975, with a plant at satara. MSL

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. Bajaj Allianz General Insurance. BAL has entered the non-life

insurance segment with Allianz General Insurance with BAL having 74% and Allianz with 24% stake of paid up equity capital of Rs 100 mn of which BAL received Rs 450 mn in the first half and Rs 720 mn during the second half of fiscal 2001-02.BAL also planning life insurance venture with paid up equity capital of Rs 1500mn.

The promoter stake holding in BAL is up from 42.65% in FY 2000 to 46.65% in FY2001 and the FII stake holding has also increased by 3% at 12.99% after the buyback in October 2000 which was meant to after an attractive exit option to small shareholder. However their has been a minor fall in the stake holdings of public Financial Institutions, GDRs at 4.65% and Mutual Funds etc.

Plant locations

AL has two plants located near pune viz; Akurdi and chakan plant being recently set up. The third plant is located at Waluj near Aurangabad. The plants incorporate state-of-art flexible manufacturing facilities that are cross-sourced in increasing demand situations. Akurdi was set up in 1961 and Waluj in the both the plants. Besides, Akurdi plant manufactures front engine three-wheeler, sunny mopeds and Kawsaki motorcycles. The Waluj plant is planned to be global hub for Kawasaki motorcycles upto 200cc. The Akurdi plant manufactures around 1 mln units p.a, Waluj plant manufactures

1.14 mln units p.a and the Chakan plant has a manufacturing capacity of 0.18 mln units p.a.

The company is successfully implanting the TPM (Total Productivity Maintenance) activities at its Akurdi plant with a view to improve on efficiency, productivity and effectiveness. BAL has recently commenced its

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. three-wheeler production at its new plant in Brazil for the local market and its neighboring regions.

The Bajaj Group is amongst the top 10 business houses in India. its footprint stretches over a wide range of industries, spanning automobiles (twowheelers and three-wheelers), home appliances, lighting, iron and steel,

insurance, travel and finance.

The groups flagship company, Bajaj Auto, is ranked as the worlds largest two-and three-wheeler manufacturer and the Bajaj brand is well known in over a dozen countries in Europe, latin America, the US and Asia.

Founded in 1926, at the height of Indias movement for independence from the British, the group has an illustrious resourcefulness and history. The to integrity, dedication, succeed which are

determination

characteristic of the group today, are often traced back to its birth during those days of relentless devotion to a common cause. Jamnalal Bajaj, founder of the group, was a close confidant and discipline of Mahatma Gandhi. In fact, Gandhi has adopted him as his son. This close relationship and his deep involvement in the independence movement did not leave Jamalal Bajaj with much time to spend on his newly lunched business venture.

His son, Kamalnayan Bajaj, then 27, took over the reins of business in

1942. He too was close to Gandhiji and it was only after independence in 1947, that he was able to give his full attention to the business. Kamalnayan Bajaj not only consolidated the group, but also diversified into various manufacturing activities.

The present Chairman and managing Director of the group, Rahul Bajaj, took charge of the business in 1965. Under his leadership, the turn Page 12 Customer satisfaction Level MBA MARKETING REPORT

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. over of the Bajaj Auto the flagship company has gone up from Rs72 million to Rs46.16 (USD936 million), its product portfolio has expanded from one to and the brand has found a global market. He is one of Indias most distinguished business leaders and internationally respected for his business acumen and entrepreneurial spirit.

Industrial Profile
About Bajaj

The Bajaj Group is amongst the top 10 business houses in India. Its footprint stretches over a wide range of industries, spanning automobiles (twowheelers and three-wheelers), home appliances, lighting, iron and steel,

insurance, travel and finance.

The groups flagship company, Bajaj Auto, is ranked as the worlds fourth largest two- and three- wheeler manufacturer and the Bajaj brand is well-known in over a dozen countries in Europe, Latin America, the US and Asia.

Founded in 1926, at the height of India's movement for independence from the British, the group has an illustrious history. The integrity, dedication,

resourcefulness

and

determination

to

succeed

which

are

characteristic of the group today, are often traced back to its birth during those days of relentless devotion to a common cause. Jamnalal Bajaj, founder of the group, was a close confidant and disciple of Mahatma Gandhi. Page 13

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. In fact, Gandhiji had adopted him as his son. This close relationship and his deep involvement in the independence movement did not leave Jamnalal Bajaj with much time to spend on his newly launched business venture.

His son, Kamalnayan Bajaj, then 27, took over the reins of business in 1942. He too was close to Gandhiji and it was only after Independence in 1947, that he was able to give his full attention to the business. Kamalnayan Bajaj not only consolidated the group, but also diversified into various manufacturing activities. The present Chairman and Managing Director of the group, shekar Bajaj, took charge of the business in 1965. Under his leadership, the turnover of the Bajaj Auto the flagship company has gone up from Rs.72 million to Rs.46.16 billion (USD 936 million), its product portfolio has expanded from one to and the brand has found a global market. He is one of Indias most distinguished business leaders and internationally respected for his business acumen and entrepreneurial spirit.

Bajaj Auto Ltd (BAL), the largest two and three wheeler manufacturer in the country, has a dominating 40% market share in scooters with 18.5% in un geared scooters, 25.2% in motor cycles, 53% in step-thrus, 8.3% in mopeds and a leading 78% market share in three-wheelers in FY2001. Bajaj Auto has been viewed as a scooter major but with the change in the structure of demand for 2-wheelers the company has tried to make its presence felt in this key

market by steadily ramping up motorcycle capacities, by introducing new models and variants and pushing up marketing and sales. However the

company is well behind Hero Honda in the motorcycle segment and No.2 player in mopeds/ scooterettes segment after TVS Suzuki.

The company has a wide array of models both in the two-stroke and fourstroke configurations. In 1995 96 the sales were less than 90,000 Page 14 Customer satisfaction Level MBA MARKETING REPORT

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. motorcycles which was 8% of the total volume of its two- wheeler sales which has grown to 4,22,016 units in FY2001 accounting to 50% of its two- wheeler sales. However, with the implementation of the latest emission norms, it is slowly moving away from two-stroke vehicles and converting them to four-stroke ones. The company is all set to increase its margins to double digits through concerted cost cutting, value engineering, gains from Total Productive

Maintenance (TPM) and VRS.

The Indian two-wheeler

sector is characterized by largest volumes

amongst all the segments in automobile industry. Though the segment can be broadly categorized into 3 sub-segments viz; scooters, motorcycles and mopeds; some categories introduced in the market are a combination of two or more segments e.g. scooterettes and step-thrus. The market primarily comprises five players in the two-wheeler segment with most of the companies having

foreign collaborations with well-known Japanese firms earlier. But most of the companies are now planning 100% subsidiaries in India.

In the last four to five years, the two-wheeler market has witnessed a marked shift towards motorcycles at the expense of scooters. In the rural areas, consumers have come to prefer sturdier bikes to withstand the bad road conditions. In the process the share of motorcycle segment has grown from 48% to 58% , the share of scooters declined drastically from 33% to 25% , while that of mopeds declined by 2% from 19% to 17% during the year

2000-01.The Euro emission norms effective from April 2000 led to the existing players in the two- stroke segment to install catalytic converters. This has been replaced by 4-stroke motorcycles, which do not incur the additional cost of such converters and fierce competition led to a fall in price of certain models

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. Bajaj Auto Ltd (BAL) has been viewed as a scooter major. Nevertheless, in the past five years the company recognized the important role of

motorcycles in its portfolio. The scooter market is predominantly located in the Northern and Eastern India and the rationalization of sales taxes to a uniform rate of 12% pushed the price of scooters by 6-8% without offering any perceived value advantage to the customer. The company posted a total 2-wheeler sales of Rs1.05 mln in 2000-01 as against Rs1.24 mln in 1999-00 . The motorcycle sales contributed to almost 50% of the total sales volumes accompanied by contributed, to only the decline in geared scooter sales, which

33% of

sales volumes.

The company

has been

introducing models in the middle end Rs.36, 000 Rs. 48,000 and high end segments viz; Rs. 48,000 and above but has found difficult to market such models in competition to Hero Honda models in the similar price category.

However BAL is on its way to recapture the highly differentiated product market by becoming a flexible and market driven supplier of various models of two and three wheelers at specific price points.

Current Scenario

BAL has performed fairly in the current fiscal 2001-02 with the Net Sales

going up by 3.06% to Rs19720 mn HY ended September 2001 from Rs19133.3 mn in the corresponding period previous year. The total

expenditure has gone up by 5.3% with the material cost accounting for the major increase. The company has posted a growth of 69% in PBT and the Net Profit has increased by 55% to Rs2644.7 mn from Rs1701.5 mn in the corresponding period last year. The Net Profit Margin has also improved by Page 16 Customer satisfaction Level MBA MARKETING REPORT

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. almost 50.7% from the half year ending FY2000-01 . The employee cost has fallen but the company will be charging an equal expenditure of Rs 22.6 mn over the three quarters of the current fiscal amounting to Rs 67.8 mn as the VRS expenditure incurred in June 2001

Business

BAL in its 2-wheeler segment posted volume wise sales of 87.2% of its total sales of which scooters (both geared and ungeared) accounted for 42.3%, motorcycles for 34.9% and around 10% in step- thrus in FY2001. The sales of scooters have fallen by 26.1% from FY2000 but there has been a significant increase in the motorcycle sales by nearly 65.4% since FY2000. The three wheeler sales have improved marginally in FY2001.The Company is targeting 25% market share in motor cycles segment during the current fiscal as against 21% share it has cornered in FY2001.

Scooters

In the geared category BAL has Chetak, 'Classic' and 'Super' in the old ones and the 'Legend', 'Bravo' among the newer models .The ungeared segment consists of the 60CC Sunny Spice , Spirit , Fusion and the 92cc Saffire . The Legend NXT is a 4 stroke geared scooter with a 9HP engine and the Bravo being a two-stroke 150cc

scooter with a catalytic converter designed in line with the emission norms. The company has launched utility versions of Chetak and Super at reduced prices. With the unprecedented 38% slump in scooter market the company faced a gradual market share loss to the other players like Kinetic Engineering and TVS Suzuki.

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. BAL has two basic motorcycle products - M80, a 75cc indigenously developed low cost vehicle in the step-thru segment and Japanese

motorcycles. BALs motorcycles are positioned as four-stroke fuel-efficient vehicles. Among the Japanese ones, BAL has within its fold, the 100cc 4S-Champion, 125cc KB 125, 111cc Caliber competing with Hero Honda s Passion and 100cc Boxer with a variant Boxer City in the pipeline, all of them at competitive prices.

In FY2001 the company launched the new range of bikes viz; 175cc Kawasaki Bajaj Eliminator the countrys first cruiser motorcycle and the two variants viz; 180cc and 150cc Pulsar (in the high end segment) These models were introduced mainly in competition to Hero Hondas 157cc CBZ and TVS Suzukis Fiero. The company also launched in its 4-stroke bikes range 100cc Kawasaki Bajaj Acer competing against Hero Honda Splendor and Aspire , Caliber Croma , Legend NXT (in the middle end segment).

Mopeds/Scooterettes

BAL has a small market share of 9.5% in FY2000 in this segment. Among its models are the Sunny Zip, Rave and the Spirit. Its Bajaj Sunny, a 50cc upgraded scooterette model has been extremely successful .The other models include 74cc Rave launched in FY98 and Spirit 60cc, 2-stroke scooterette competing with leader TVS Suzukis Scooty.

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. Three wheelers BAL continues to dominate the three wheeler market with over 73% market share and sales of 1,55,000 units in which have fallen from around 85% two years back. The company is trying to maintain its market share by creating environment-friendly vehicles and has already launched the CNG model in Delhi BAL also launched its 4- stroke rear engine CNG auto rickshaw model in Mumbai during the year. It is testing the LPG model, which will take off as soon as the government regulations permit. Apart from this company also plans to introduce a four-stroke the version in

auto-rickshaw and a goods carrier in both petrol and diesel versions.

Exports BAL is keen to export motorcycles through Kawasakis distribution network in Indonesia and Argentina wherein the company planned to sell through their

network. The companys exports registered a marginal decline from Rs1378 mn to Rs1351 mn i.e. 2%. The exports consisted of 30,652 two and three wheelers as against 32,730 (including CKD packs). Bangladesh, Egypt, Peru, Iran and Sudan performed consistently well with lower exports in Sri Lanka and Latin American markets. The total foreign exchange earned by the company was Rs. 1,391 million. As against Rs1430 million. Expansion The expansion at both Akurdi and Waluj plants has been completed during FY99 taking total capacity to 2mn vehicles. BAL has also set up a third

manufacturing plant at Chakan near Pune with a capacity of 1mn vehicles. The company has planned for selling through separate channels in case of its 2wheeler and 3-wheeler segment .It has been planning to streamline its vendor network by cutting down the number of suppliers by 50% from current 800 during the current fiscal, intended to improve the efficiency of its supply - chain management. BAL has been experimenting with higher dealer commissions on some models in a bid to loosen the stranglehold of market leader Hero Honda in the motorcycle segment. It Page 19 Customer satisfaction Level MBA MARKETING REPORT

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. introduced VRS II as a part of its manpower planning process at all its three plant locations as the company is slated to bring down the workforce to 10,000 over the next four years. The company also planned to commission a 20-MW capacity wind power plant (fourth phase with the other three being set up near Satara) with an investment of Rs1000 mn in Ahmednagar district by entering into the Power Purchase Agreement (PPA) with MSEB during current fiscal to be completed. The company expects to source its current power requirements in-house and also avail of the benefit of sales tax incentives.

BAL has also been exploring the possibility of an equity tie-up or a marketing alliance with a Chinese company for selling its three wheelers in Chinese market. It has also been planning a technical collaboration on highend scooters with the Italian 2-wheeler major Aprilia. The company has chalked out a strategy for co-existence with Kawasaki wherein BAL would concentrate on developing products in the price range of Rs 30,000 60,000 and Kawasaki to offer a wider choice of products priced from Rs. 35000 up to Rs. 2.5 lakh. Outlook Throughout the 1980s and 1990s, Bajaj has countered competition through predatory price cuts; market expansions moves or take over threats. However both Honda and LML have cannibalized the BAL market share and are challenging its leadership. The company has remained less aggressive in its approach and idled away its cash reserves without proactively deploying them in R&D , new models ,

takeovers or other risky ventures . In order to arrest its declining market share, BAL has launched several new models during the past fiscal and more are in the offing in each segment of the two-wheeler market. Moreover, the management has recognized the need to utilize its surplus reserves for strengthening its presence in the market by way of launching new models, expanding capacity and penetrating new markets. as an export hub for Page 20 Customer satisfaction Level MBA MARKETING REPORT Kawasaki has been developing India

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. motorcycles between 50-200cc. The Company has invariably become the manufacturing base for Kawasaki and accounts for 60% of the latters global sales. Though the company plans to introduce some high-tech motorcycles from the Kawasaki range, it is trying to shed- off its image of screw-driver "company by developing its own range of motorcycles. The TVS Suzuki break up is expected to pave the way for a new relationship with BAL and the new Kawasaki Suzuki alliance in the two-wheeler business. BAL needs to rediscover the spark of entrepreneurship that made it the market. Financial analysis

The Net Sales have declined by 2.3% to Rs30259 mn in FY2001 from Rs30973 mn in FY2000, which was 4.2% rise from FY99. The Operating profit has declined by 47.8% to Rs3052 mn in FY2001 from Rs5847 mn in FY2000 though the 65% rise in motorcycle volumes could not counter the margins arising out of 41% fall in geared scooters. BAL has spent a sizeable 13..05% advertising and there has been a 5.2% increase in the royalty payments from Rs593 mn to Rs624 mn in FY2001. The current ratio has fallen only marginally in FY2001 to 1.39% from 1.36% in FY2000 and there has been a marginal fall in the inventory levels, which contribute to about 11-12% of the current assets. There has not been a significant change in the inventory turnover, which has also remained close to 11.9% from FY2000 levels.

The company has remained by and large debt-free and has the secured loans in the form of cash credit and working capital gap finance. The

unsecured loans are mainly interest free and comprise Sales Tax Deferral Liability on account of incentives provided for the Waluj and Chakan plants as well as the wind power project. The Bank finance to Working Capital approximately 2% in FY2001 as against nil in Gap is

FY2000 indicating the

companys increased dependency on bank finance for working capital. However the overall secured loan level has fallen including the cash Page 21 Customer satisfaction Level MBA MARKETING REPORT

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. credit limit which has fallen by around 55% in FY2001. The long-term debt to equity ratio has increased to 0.19 in FY2001 as against 0.15 in FY2000. This can be attributed to the decrease in the net worth due to the buyback of shares worth Rs18 mn in October 2000. The long-term debt to total assets has remained steady at 0.14 since FY2000, which is indicates that the 14% of the total assets are financed by debt sources.

The Interest Coverage Ratio has fallen by 80% from FY2000 indicating that the EBIT as a percentage of interest charges has declined with the decreasing conservativeness and fall in the ability of the company to pay finance charges due to

decreased EBIT. The insignificant change in

the Asset Turnover

Ratio is

indicative of the ability of the company to produce sales from the existing asset base. There has been a fall in both the Net Sales and the capital deployed in tandem with each other. Income from pre tax operations has fallen drastically by 55.2% to Rs3695 mn in FY2001 from Rs8252 mn in FY2000 as against 8.7% growth from FY99. However, cash profits have declined by 45.2% to Rs4272.4 mn in FY2001 from Rs7801.7 mn in FY2000 compared to 13% rise in FY2000 due to rise in depreciation cost. The Net Profit Margin has fallen to 8.29% in FY2001 from 20% in FY2000 on account of decline in PAT by 60 % to Rs2499.5 mn. The additional expenditure on VRS of Rs799 mn also affected the Net Profits. The ROCE has also fallen to

7.9% in FY2001 from 17.2% in FY2000 on account of decrease in net income and also the capital employed. Hence the company has been not been able to generate substantial profits in relation to sales and also in relation to assets. The Earning Power of the company has fallen to 10.9% in FY2001 from 23.7% in FY2000, which indicates the fall in operational efficiency. The investment portfolio as a percentage of capital employed was 37% and the market value of investments has been lower by Rs114 mn, which can further erode due to continued uncertainties in stock markets. Customer satisfaction Level MBA MARKETING REPORT Page 22

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. The EPS has fallen by 58% and the dividend payout by 32% indicating that fall in percentage of total earnings paid out to shareholders in FY2001.

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GROUP COMPANIES
Bajaj Auto is the flagship of the Bajaj group of companies. The group comprises of 27 companies and was founded in the year 1926. The companies in the group ar

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MANAGEMENT PROFILE

Bajaj Auto Ltd. Mukand Ltd. Bajaj Electricals Ltd. Bajaj Hindustan Ltd. Maharashtra Scooters Ltd. Bajaj Auto Finance Ltd. Hercules Hoists Ltd. Bajaj Sevashram Pvt Ltd. Hind Lamps Ltd. Bajaj Ventures Ltd. Bajaj International Pvt Ltd. Hind Musafir Agency Pvt Ltd. Bajaj Allianz General Insurance

Mukand International Ltd. Mukand Engineers Ltd. Mukand Global Finance Ltd. Bachhraj Factories Pvt. Ltd. Bajaj Consumer Care Ltd. Bajaj Auto Holdings Ltd. Jamnalal Sons Pvt. Ltd. Bachhraj & Company Pvt. Ltd. Jeevan Ltd. The Hindustan Housing Co Ltd. Baroda Industries Pvt Ltd. Stainless India Ltd. Bombay Forgings Ltd.

Company Ltd.

Shekar Bajaj Madur Bajaj N.H Hingorani

Chairman Vice charman Vice president (Materials) Custome

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. Ranjit Gupta Vice president (insurance) Vice president (operation) Kevin Dsa Pradeep shrivastava Vice president (Finance) Vice president (Engineering) Vice President (Mktg & Sales - 2Wh.) V.s Raghavan J.Sridhar Rajiv Bajaj Sanjiv Bajaj Vice President (Corporate Finance) Company Secretary Managing Director Executive Director

Shekar Bajaj . Shekhar Bajaj (born on June 8, 1948) is an honours graduate in science from Pune University with an MBA from New York University. He started his career as resident director of Bajaj Sevashram Ltd in Udaipur in 1968. During 1969-72, he was joint managing director of Bachhraj Factories Ltd, in Mumbai and took over as chief executive in 1974. In 1975 he was appointed as part-time managing director of the Mumbai-based Bajaj International Pvt Ltd and later its whole-time managing director.

Madhur Bajaj

Vice Chairman After graduating in Commerce, Mr Bajaj did his MBA from Lausanne, Switzerland. Joined as DGM in March 1983, took over as General Manager Aurangabad Division in June 1986, as its Chief Executive in October 1988, Page 26

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. he became President of Bajaj Auto in September 1994, Executive Director in May 2000 and as Vice Chairman in July 2001.

Rajiv Bajaj

Managing Director Rajiv Bajaj, who took charge as Managing Director on 1st April 2005, is a Mechanical Engineer from Pune University. He later did his Masters in Manufacturing Systems Engineering from the University of Warwick. Joined as Officer on Special Duty in 1990, took over as General Manager (Products) in February 1993, as Vice President (Products) in June 1995, President in May 2000, President & Whole Time Director in March 2002, Joint Managing Director in March 2003

Sanjiv Bajaj Executive Director

Joined as Officer on Special Duty in 1994, took over as Executive Director in April 2004, as General Manager (CF) in 1997, took charge as Vice President (Finance) in April 2001. He is a Mechanical Engineer from Pune University, with Masters in Manufacturing Systems from University of

Warwick and MBA from Harvard Business School

N H Hingorani Vice President (Materials)

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. Joined in 1997 as General Manager (Materials), took over as Vice President (Materials) in 1998. He is a Mechanical Engineer from Malaviya

Regional Engineering College, Jaipur.

Ranjit Gupta Vice President (Insurance) Joined as General Manager (Co-ordination) in 1988, and rose to become Vice President (Materials) in 1995, Vice President (HRD) in 2000 and Vice President (Insurance). He did his Mechanical & Electrical Engineering from Indian Railway Institute of of Mechanical Institute of & Electrical Engineers. Engineering Honoured (London) with and

fellowship

Electrical

membership of Institute of Mechanical Engineers (London). C P Tripathi Vice President (Operations) Joined in January 1996 as Vice President (Waluj plant) and is now Vice President (Operations). He is a Science Graduate from Agra University. Later he did Mechanical Engineering from Indian Institute of Technology,

Kharagpur. Kevin P D Sa Vice President (Finance

Mr.Kevin joined Bajaj in September 1978 and is now Vice President (Finance). He is a B.Com graduate. Later he did CA in 1978 and ICWA in 1981.

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. Pradeep Shrivastava Vice President (Engineering) Mr.Shrivastava joined Bajaj in April 1986 and is now Vice President (Engineering). He is a Mechanical Engineer and later did post graduate diploma in Production and Finance in 1986. Sridhar Vice President (Marketing & Sales- 2Wheeler) Mr.Sridhar joined Bajaj in March 2001 and is now Vice President (Marketing & Sales -2 Wheeler). He is a Engineering Graduate in Agriculture J. Sridhar Company Secretary J Sridhar, has been Company Secretary since July 2001. A Commerce and Law Graduate, Mr. Sridhar did his FCA, FCS, MMS and was Controller of Finance & Company Secretary, Maharashtra Scooters Ltd., a Bajaj Auto joint venture, prior to joining Bajaj Auto. Infrastructure Plants Bajaj Auto's three plants at Akurdi, Waluj and Chakan in Maharashtra, western India, produced 1,814,799 vehicles in 2004-05.

Akudi - Geared scooters, ungeared scooters and Bajaj Disc wa;ik -Bajaj CT100, Bajaj Wind 125 and three wheelers chakan- Bajaj motorcycles - Pulsar and Discover

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. Plant Locations Bajaj Auto plants are located at:

Mumbai - Pune Road, Akurdi, Pune 411 035

Mumbai - Pune Road, Akurdi, Pune 411 035

MIDC, Plot No A1, Mahalunge Village, Chakan 410 501 Dist. Pune

KEY POLICIES

Environmental Policy

Towards creating and preserving a cleaner environment Bajaj Auto Ltd., manufacturer of two and three wheeler vehicles is committed to prevention of pollution, continual improvement of our environmental performance and compliance with all applicable environmental legislation and regulations Towards this, we shall strive to:Create a proactive environment management system that addresses all environmentally significant aspects related to our products and processes,

Minimise the generation of waste and conserve resources Through better technology and practices, and Promote environmental awareness amongst our employees and motivate them to fulfill our commitments We, at Bajaj Auto, pledge

ourselves towards creating and preserving a cleaner environment

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Quality Policy

We at Bajaj Auto continue to firmly believe in providing the customer Value for money, for years through our products and services. This we shall maintain and improve In our decision making, quality, safety and service will be given as much consideration as productivity, cost and delivery. Quality shall be built into every aspect of our work life and business operations. Quality improvements and

customer satisfaction shall be the responsibility of every employee. TPM Policy We at Bajaj Auto adopt Total Productivity Maintenance as a means of creating a safe and participative work environment in which all employees target the elimination of losses in order to continuously enhance the capacity,

flexibility, reliability and capability of its processes, leading to higher employee morale and greater organizational profitability

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AWARDS
Awards Milestone Bajaj Discover DTS-i Bike of the Year 2005 Bajaj Discover DTS-i - Indigenous Design of the Year 2005 BAJAJ AUTO - Bike Maker of the Year 2004 DTS-i Technology - Auto Tech of the Year 2004 Bajaj Pulsar DTS-i Bike of the Year 2004 Wind 125 Two Wheeler of the Year 2004 Wind 125 Bike of the Year 2004 Bajaj Pulsar 180 DTS-i BBC World Wheels Viewers Choice Two 2004 2003 Business Standard Motoring BBC World Wheels Award 2003 2004 CNBC AUTOCAR Awards 2004 2004 ICICI Bank OVERDRIVE Awards 2004 2004 ICICI Bank OVERDRIVE Awards 2004 2004 ICICI Bank OVERDRIVE Awards 2004 2005 OVERDRIVE Awards 2005 2005 OVERDRIVE Awards 2005 Year By

Wheeler of Year 2003 Bajaj Pulsar 180 DTS-i BBC World 2003 Wheels Award for Best Two BBC World Wheels Award 2003

Wheeler between Rs 55,000 to Rs 70,000 Bajaj Pulsar 150 DTS-i BBC World Wheeler between Rs 45,000 to Rs Wheels Award for Best Two 55,000

2003

BBC World Wheels Award

2003 2003

Bajaj Boxer AT KTEC BBC World

BBC World Wheels Award 2003 Page 32 Whe om sat isfacti n Bes Two C ustels erAward for Le velt MBA MARKETING REPORT Wheeler under Rs 30,000

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. 2005 December June February Bajaj Discover launched Bajaj Avenger launched Bajaj Wave launched

2004 September Augest launched May Jan Bajaj CT 100 launched Bajaj Unveils new brand identity, Dons new symbol, logo brand line. 2003 October October July February Pulsar DTS-is launched 107,115 Motorcyles sold in a month. Bajaj wind 125, the world bike,is launched in india Bajaj Auto launched its Caliber 115Hoodibabaain the executive motorcycle segment. Bajaj discover dtsi launched New Bajaj chetak 4 stroke with wonder gear

2001 November Bajaj Auto lunches its latest offering in the premium bike segment pulsar. Jan The eliminator launched

2000

The Bajaj Saffire is introduced.

1999

Caliber motorcycle notches up 100000 sales in record time of 12 months productions commences at chankan plant.

Jun 7

Kwasaki Bajaj caliber rolls out of waluj Page 33

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. July 25 akurdi October Spirit launched. Legend indias first 4 stroke scooter roles out of

1997

The

Kwasaki

Bajaj

Boxer

and

the

Re diesel

Autorickshaw

are introduced.

1995 November 29 Bajaj Auto is 50 Agreements development Of diesel engines for the three wheelers and with Tokyo R&D development. The Bajaj super excel is introduced while Bajaj celebrates Its 10 millions vehicle 1 millions vehicle were produced And sold in this financial year For un geared scooter and moped signed with cubota japan for the

1994

The Bajaj Classic is introduced

1991

The kwasake Bajaj 4s champion is introduced.

1990

The Bajaj Sunny is introduced.

1986

The Bajaj M80 and Kwaski Bajaj KB 100 motorcycle are introduced. 500000 vehicles produced and sold in single financial year.

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Company Profile BIJJAL BAJAJ MOTORS.

Bijjal Bajaj is a Groups who is exclusive dealer for Bajaj Auto for in Bagalakot Districts and was established on April 4 2003 with a Capital of Rs 25 lakh and capturing the 33% of two-wheeler market share in Ilkal. They are selling different products like 1) 2) 3) 4) Bajaj pulsar DTSi 150CC,180CC. Bajaj Discover DTSi 125CC. Bajaj CT100. Bajaj Platina

Bajaj company follow the corporate identify for the establishment of showroom. It means that the company has its policy in respect of land, building, paints, and timing of showroom.

Factors to be considered before starting a showroom as per corporate identity.

1)

Location: location is very important because to know the number of vehicle in that area Type of customer land whether the high way or citys well Known road is passing through the location or not.

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. 2) account. a. Nature of soil foundation requirement. b. The level of ground. Buildings: Before constructing a building following point are taken into

3)

Labour: The laboures are the main pillars of any organization. The efficient organization depends the amount of capital and the space

required in the building.

4)

Machinery: It

To install the equipment in proper place the layout is drawn.

depends the amount of capital and space required in the building.

5)

Computational: Competition makes the organization to improve quality and give better service to customer.

6)

Water & Electricity: Water and electricity are necessary for workshop. It helps in providing better servicing of vehicles.

Surrounding Area:

Bijjal Motors is situated at such a place which is known for its business like ground nuts, 2 wheelers and essential commodities. As we already known that the showroom is on the citys well known road which join to the main road.

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. Organization:

To provider better service Bijjal motors has made 4 sections. They are section. 1) 2) 3) 4) Sales section. General insurance. Accountant. Workshop.

Procedure:

a) Customer visit to show room: When a customer visit the show room to take quotation His name is entered in the customer follow up forms; these are stored in the file. b) Follow up begins: the customer follow up forms stored in files are kept in the racks which are divided in 3 parts.

The forms in the fists part are opened to third day from the dose of quotation and attractive letter is written to customer. After writing the letter the forms are shifted to second part. The forms are shifted to third part. The forms are opened after 11 days at this time show room will send one person to meet customer directly.

1) Sales: the person intending to purchase the vehicle will visit the show

room is makes the selection of vehicle. After he has selected the vehicle for sales manager writes the customers name is address in invoice and receives the amount. He also arranges for insurance of vehicle, registration of the vehicle is left to customer. Customer satisfaction Level MBA MARKETING REPORT Page 37

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. 2) After filling the information coupon he sends the vehicle for pre delivery inspection. If it founds OK in pre delivery inspection report the key of the vehicle is handed over to few customer.

3) Billing: on the day when the vehicle is for cash both original and duplicate copy is Given to customer. But if there is

hypothecation in bank then original copy of invoice And one key is given to bank. Duplicate copy given to customer and third copy is retained with the showroom,.

4) Insurance: Before giving the delivery of the vehicle it should be insured. The Insurance policy is called as comprehensive policy it means if the vehicle met With any accident or fire the vehicle owner will be indemnities by the insurance company.

Finance: In showroom the finance section performs the following functions. 1) Maintenance of different registers like a. stock book b. Material account. c.

Cash book. 2) vehicle. 3)

D. Ledger account.

Entries have to be made in material account in case of sales of

To make adjustments in the stock register when vehicle are

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. 4) To maintain proper account about spares part.

Marketing Section:

Marketing section of the showroom involves the distribution of vehicles and spares parts purchase from the company.

Bijjal motors make the purchase of vehicle from the Bagalkot branch office and distribute the vehicle, so here there is no production of any goods. Bijjal motors ultimately make the sales to customers.

About Bajaj Platina


Its elegant Platinum silver color with chrome graphics is desperately catching the eyes of many finicky bike lovers. Graphic tint engine and transmission with black silencer are really leaving good appeal to the eyes of the viewers. To add more aesthetic value to this bike, it is further equipped with exclusive streak design side panels and sleek rear panels with fluid grab rail design. Other mentionable features for making this bike more reliable are chrome heat shield and annular chrome rings housed in a sporty console.

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Features

Exclusive Styling Package. Superior engine performance for practical riding conditions Best in class suspension system for superior comfort. World first SNS (Spring-N-Spring) rear suspension with the longest travel in its class of 100 mm. Unique streak design side panels

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Specification of Platina
Dimension & Weight Overall height Overall length Overall Width Wheelbase Ground Clearance Kerb weight Fuel Tank Capacity Engine Type Stroke (2/4) No. of cylinders Bore x stroke Displacement Electrical Transmission No. of Gears Performance Maximum Power Max. Torque Start Suspensions Front Rear Brakes Front Rear Tyres Front Rear 2.75*17", 41 P 3.00*17", 50 P Drum type, 110 mm/130 mm Drum type ,110 mm/130 mm Hydraulic , Telscopic type , 125 mm travel Hydraulic , SNStype, 100 mm travel 6.03 kW (8.2bhp)@ 7500 rpm 8.05 Nm @ 4500 rpm Kick Start Constant Mesh Type 99.27 cc 12V AC +DC Natural Air-cooled 4-stroke Single cylinder 1090 mm 1990 mm 770 mm 1275 mm 162 mm 113 kg 13 Litre

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Part-3

OBJECTIVES: Page 42 Customer satisfaction Level MBA MARKETING REPORT

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. To Study the Customer Satisfaction level for the Bajaj PLATINA Bike. To know the features influencing the customer during the purchase of Bajaj PLATINA Bike. To Ascertain whether the Customer are satisfied with existing service from the Show Room. To Study the promotional Mix adopted by the show room.

SCOPE: The scope of the study is limited to Bijjal Motors only METHODOLOGY Methodology explains the methods used in collecting information are as follows. Description Of Research: Marketing Research design specify the procedure for conducting a research project. The survey is conducted with the objective to know the

Customer satisfaction level of Bajaj PLATINA Bike at Ilkal town . In this, two types of research methods are used. 1) Descriptive Research. Descriptive Research is used to collect various information from customer to study the satisfaction level With respect to PLATINA Bike. 2) Exploratory Research.:

Exploratory Research is concerned with discovering the general nature of the problem and the variables that are related to research study. Types And Sources Of Data: For the purpose of study the data has been collected from two sources mainly,

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. 3) 4) Primary Data. Secondary Data.

Primary Data:

Primary information was collected through questionnaire and personal interaction. Secondary Data : The major sources of secondary data are as follows,

MAGZINES. BOOKS. WEBSITES. MANUAL

Survey Research:

The method used to collect data for the study was through survey research. Survey Research is the systematic gathering of information from

respondents for the purpose of understanding and predicting some aspect of the behavior of the population of interest.

Measurement Techniques:

Measurement

may

be

defined

as

the

assignment

of

numbers

to

characteristics of objects, persons, states or events, according to rules. Some of the measurement techniques used are, Questionnaire:

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. It represents the most common form of measurement for eliciting information. As much, its function is measurement.

The Questionnaire designed included Open-ended questions, Multiple-Choice questions, and Dichotomous questions.

Open-Ended Question:

These questions leave the respondents free to offer, any replies that seem appropriate in light of the question.

Questionnaire administered included Open-Ended question to find out respondents Expectations towards Bajaj PLATINA Bike.

Multiple-choice Question:

Multiple-Choice are immediately followed by a list of possible answers from which the respondents must choose.

Questionnaire included multiple-choice questions to find out the which sources customers has satisfied with regard to the bike

Dichotomous Question.:

Dichotomous

Question

represent

an

extreme

form

of

the

multiple-choice question, allow only two responses such as Yes or No

This type of questions were used to find out whether respondents happy with service provided by show room and benefits get from the bijjal motors Customer satisfaction Level MBA MARKETING REPORT Page 45

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. Rating Scales:

The use of Rating Scale requires the rater to place an attribute of the object being rated at some point along a numerically ordered series of categories. Rating Scale focus on.

Overall attribute towards an object. The degree to which an object contains a particular attribute. Ones feeling towards an attribute.

SAMPLING
Sampling Procedure: Descriptive field studies require collection of first hand information or data pertaining to the units of study from the field. The units of study may include the area covered under the Ilkal City. The process of drawing a sample from large population is called Sampling.

Sampling Process: Population: The Aggregate of all units pertaining to the study is called Population. The population of this project is a survey of Walking Customers and Existing Customer. Sampling Frame: A Sampling Frame is a means of representing the elements of the population.

Sampling Unit: The Sampling Unit is basic unit containing the elements of the

population to be sampled. Sampling Extent: Page 46

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. It is the scope of study Sampling Extent is Ilkal town Sample size: The total Sample Size is 100 from different locations in Ilkal town.

Part-4
DATA ANALYSES AND INTERPRETATION

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DATA ANALYSIS
Data collected is useful only after analysis. Data Analysis involves

converting a series of recorded observations into descriptive statements and inferences about relationships. The types of analysis that can be conducted depend on the nature of the measurement instrument and the data collected method.

If the researcher selects the analytical techniques prior to collecting data, the researcher should generate fictional responses to the measurement instrument, these dummy data are then analyzed the results of this analysis will provide the information required by the problem at hand.

The results obtained by analyzing such data may not be accurate due to present of dummy data, So it is preferable to select analytical technique after collection of data, depending on data collected.

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1) Age categories: Age 20-25 25-30 30-35 35-40 Total Respondents 24 24 24 28 100 Percentage 24% 24% 24% 28% 100%

Interpretation. Page 49

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. From the above graph it is evident that out of 100 samples 28 customers are of between 35-40 age limits. By seeing this result we interpret that Bajaj PLATINA is preferred by middle age groups working as Clerks, Bank workers, Small outlets owner Viz Cold drinks, Because of mileage is the main reason.

2)

Following factors influenced you to purchase Bajaj platina Bike? Respondents Friends opinion Price Advertisement Relative opinion Total 31 32 22 15 100 Percentage 31% 32% 22% 15% 100%

Interpretation.

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. From the above Graph it is found that 32% of Customer are purchased Bike by preferring Price. And 31% of customer purchased the bike by the influenced of there friends. And remaining 22% customer are influenced by Advertisement 15% customer motivated to purchase the Bike through relatives opinion. The

majority of the people bought Bajaj PLATINA revealed they purchase the Bike influenced by the price.

3)

Satisfaction Level of the Customers with respect to information given

by the mechanics. Satisfaction level Highly satisfied Satisfied Dis satisfied Highly dissatisfied Total Respondents 28 53 3 6 100 Percentage 28% 53% 3% 6% 100%

Interpretation.

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. From the above Graph its clear that most of the owner of the Bajaj PLATINA are satisfied with preliminary Information given by the mechanics while purchasing the Bike Ie 63%.

5) Satisfaction

level

of

customer

with

respect

to

the

following

characteristics of the Bajaj PLATINA.

a).

Price of the Vehicle. Respondents 72 13 13 2 100 Percentage 72% 13% 13% 2% 100%

Price vehicle Very good Good Bad Very bad Total

Interpretation.

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. From the above Graph it is found that out of 100 respondents majority of the Customer are very much satisfied with the price of Bajaj PLATINA Bike as compared to other Bikes.72% of the customer said price of the bike is very good.

c) Engine and performance of the vehicle. Engine performance Highly satisfied Satisfied Dis satisfied Highly satisfied Highly dissatisfied Total 38 45 15 0 2 100 38% 45% 15% 0% 2% 100% & Respondents Percentage

Interpretation. Page 53

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. From above Graph it is clear that 45% Respondents are satisfied with the performance of the vehicle and 38% of the Respondents satisfied and 15% of the Respondents are not satisfied with the performance of the vehicle the reason behind this they are facing problem Engine (carburetor).

d) Maintenance Cost of the Vehicle. Maintenance cost Highly satisfied Satisfied Dis satisfied Highly satisfied Total Respondents 10 60 20 10 100 Percentage 10% 60% 20% 10% 100%

Interpretation.

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. From the above Graph is highlighted that maintenance cost of the vehicle the maximum number of customer are satisfied with maintenance cost ie 60% hence we can say it is Happy new for the company maintenance cost of the Bajaj PLATINA Bike is less.

e) Aesthetics (Color). Aesthetics color Highly satisfied Satisfied Dis satisfied Highly satisfied Total Respondents 28 48 18 6 100 Percentage 28% 48% 18% 6% 100%

Interpretation.

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. From the above Graph it is found that out 100 Customer 48% of Respondents are satisfied with the color and style of the vehicle and only 18% of the Respondents are not satisfied with the color of the vehicle.

f) Cost of spares.

Cost of spares. Highly satisfied Satisfied Dis satisfied Highly satisfied Total

Respondents 23 55 19 3 100

Percentage 23% 55% 19% 3% 100%

Interpretation. From above Graph it is observed that majority of the customers said that the cost of spares are quite affordable and they are satisfied.

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g) Mileage of the Vehicle. Mileage of the Vehicle. Highly satisfied Satisfied Dis satisfied Highly satisfied Total Respondents 64 13 12 11 100 Percentage 64% 13% 12% 11% 100%

Interpretation. From above Graph it has been observed that 64% of the customer highly satisfied with mileage of the Vehicle. and customer are said that Page 57

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. there Vehicle gives 70-80 km mileage per liter of petrol in city limits. If they go for long ride it gives nearly about 80-85 km per liter.

5)

Level of satisfaction of warranty service provided by the show room.

Level warranty service Highly satisfied Satisfied Dis satisfied Highly satisfied Total

Respondents 13 12 64 11 100

Percentage 13% 12% 64% 11% 100%

Interpretation.

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. From above Graph it has been observed that 64% of the customer is not satisfied only 13% Respondents are satisfied with warranty service.

1) Percentage of Customer going for paid up service. Paid up service Yes No Total Respondent 62 38 100 Percentage 62% 38% 100%

Interpretation.

From the above graph it is clear that majority of the customer go for the paid up service provided in the show room. As far as the Bajaj Authorized dealer scores more in Ilkal city but only 38% of the customer are go for unauthorized service station like garage.

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6) room.

Level of satisfaction for following factors in Service provided by show

a)

Delivery Time.

Delivery Time. Highly satisfied Satisfied Dis satisfied Highly satisfied Total

Respondents 13 65 12 10 100

Percentage 13% 65% 12% 10% 100%

Interpretation

Custome

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. From above Graph its Clear that 65% of the Respondents are satisfied with delivery time of motors the company may provide service of delivery as per Customer convenience.

b)

Availability Spares.

Availability Spares. Highly satisfied Satisfied Dis satisfied Highly satisfied Total

Respondents 10 70 14 6 100

Percentage 10% 70% 10% 6% 100%

Interpretation

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. From the above Graph it has been observed that out 100 customer 70% of the customer are satisfied with Availability of spares in showroom. Because of spare parts are Genuine parts and Guarantee, next to these are long performance and Good quality.

C)

Attitudes of Service Provider.

Attitudes Provider.

of

Service

Respondents 65 19 13 3 100

Percentage 65% 19% 13% 3% 100%

Highly satisfied Satisfied Dis satisfied Highly satisfied Total

Interpretation

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. From the above graph it is evident that most of the respondents are strongly satisfied with the attitude of the service provider ie 65% of the

Customer are highly satisfied and only 13% of the customer are not satisfied with attitudes of service provider. Remaining 3% of the customer is highly dissatisfied attitudes of service provider.

7) Degree of level of satisfaction regarding solving of complaints.

complaints Yes No Total

Respondent 35 65 100

Percentage 35% 65% 100%

Interpretation

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. From the above graph its clear that majority of the customers are not satisfied with compliant handling procedure of the show room only 35% of the Customers are satisfied. Remaining the 65% customer not satisfied

8) Percentage of purchase Spare parts. purchase Spare parts Showroom Retail outlet Total Respondents 78 22 100 Percentage 78% 22% 100%

Interpretation

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. From the above Graph its clear that the 78% of the customer purchase of spare parts At show room. Because of branded, Guarantee, long run performance, Good quality & only 22% of the customer purchase retail outlets.

9) Degree satisfaction about service charge service charge Affordable Costly Respondents 69 31 100 Percentage 69% 31% 100%

Interpretation

Custome

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. From above graph its clear that 69% of the customer are feel that the service charges are affordable as compared to other & customer are said service charge costly. only 31% of the

10) Level of satisfaction of Bajaj PLATINA Bike.

Satisfaction PLATINA Bike. Highly satisfied Satisfied Dis satisfied Highly satisfied Total

of

Bajaj

Respondents 58 23 17 2 100

Percentage 58% 23% 17% 2% 100%

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. Interpretation

Happy news for the show room Bijjal motors from above Graph it has observed that the majority of the customer some around 58% of the

customer are highly satisfied with Bajaj PLATINA, 23% are satisfied with bike and only 2% of the customer highly dissatisfied.

FINDINGS CUSTOMER SATISFACTION FOR BAJAJ PLATINA AT ILKAL

Majority of the Customer have purchased the vehicle by there price and friends with 32% and 31% respectively. And friends is second

motivated factors which influenced the customer to purchase the bike. 52% of the customers are satisfied with information provided by the mechanics while delivering the bike for the first time. The Bajaj PLATINA customers are satisfied with the price ie 72%. Engine and performance of the vehicle satisfaction is 45%. 52% of the customers are satisfied with the maintenance cost 35% of them are not satisfied, with the maintenance cost level. The customers are highly satisfied with the Aesthetics (color, style) of the Bajaj PLATINA. The cost of said that cost of spares are quite affordable 55% of the

customer are satisfied with the cost of spares. In the study I am found that 64% of the customers are not satisfied with the warranty service provided by showroom. The customers are satisfied with delivery time, availability of spares and attitudes of the service providers. But the customers are not fully satisfied with complaint handling procedure at bijjal motors only average customers are satisfied. Page 67

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. Happy news for the showroom is that 58% of the customers are highly satisfied that with Bajaj PLATINA bike. From the market research it has been observed that 64% of the customers are highly satisfied with the mileage of the bike.

RECOMMENDATIOIN TO DEALER

As far as the show room satisfaction is concerned, the show room scores good percentage. At But maintain this satisfaction level forever the show room has to do some activities.

The dealer can

convince the non-users by

taking

measures

like

advertising and sales people. The Diploma Holder mechanics should be recruited in the show room service centre More & More promotional measures should be taken to increase the sales. The warranty service provided by dealers should improve they can gives better service in the time of warranty periods. The complaint solving procedure should be improved and after service of the bike mechanics may be get feed back from the customers about bike. When ever the Bajaj Company introduces new models, then the

showroom people has to arrange road shows. By doing this kind of activities the show room can retain its old customer and try to attract new customer. Show room owners have to send some gifts and greetings to customers especially in festival seasons, like yugadi festival, Deepavali, New year Page 68

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. because of attracting the customer and to build long run relation ship with the customers.

RECOMMENDATIOIN SUGGESTIONS TO COMPANY

By the study it is found that all most all customer of Bajaj PLATINA are satisfied, the main reason to purchase this bike is because of its high mileage and low price it is very help full to middle income level of group of people.

Auto starter should be included in the existing model The current SNS (spring -in -spring) suspensions provide unique protection to the bike. Improvement in the engine performance it sounds more when in use more than 70 km speed there is no smoothness.

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CONCLUSION

By seeing the performance of

Bajaj PLATINA vehicle And service

provided by the Bijjal motors. I can conclude that it has wide market and bright future for its sales. And also in the current market it is one of the leading vehicles. The distribution and availability of the vehicle in bagalkot District as to be Improve Because of the Competing of the vehicle like Hero Honda, TVS are very high market share.

As per show room is concerned is having good prospects in near feature it is providing good service and majority of the people are satisfied with Bajaj company vehicle.

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Part-5

ANNEXUR E

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QUESITONNAIRE
Dear sir / Madam,

I am pleased to introduce my self as MBA student of S.V.M.V.V Sangha s Institute of Management Studies, Ilkal. I am doing my project at Bijjal Motors who are authorized dealer for Bajaj . The purpose of the study is to know A STUDY ON CONSUMER I request you to kindly spare your SATISFACTION LEVEL OF BAJAJ PLATINA BIKE AT ILKAL CITY.valuable time for completing this questionnaire.

(Please mark for the relevant box) 1. 2. Name: Age: 20-25 25-30 30-35 Female Businessman Student Professional Other specify 35-40

3. .4

Sex:

Male

:Occupation Employee

5.

Which of the following factors influenced you to purchase Bajaj PLATINA Bike? Friends opinion Price

Advertisement

Relatives opinion Page 73

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. 6. Did you own any Bike previously? Name it

7.

Rate the following characteristics of Bajaj PLATINA Bike. 1to5 (1-Very good, 2-Good, 3-Avg, 4-Bad, 5-Very bad)

Characteristics

Price of the vehicles. Engine & (carburetor) of

performance

vehicles. Maintenance cost. Color. Cost of spares.

Mileage. 8. Are you satisfied with the warranty service provided by the show room? 1) Highly Satisfied 3) 5) Average 2) 4) Satisfied Dis-satisfied

Highly Dis-Satisfied

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. 9. a) Are you availing any paid up service for your vehicle at Bijjal Motors? Yes If no then state your reason 1) 10. 2) 3) No

Have you experienced any major problems with your bike? Yes No

11.

Are you satisfied with information given (or) complaint solved by the show room Service Station? Yes No

a) If no please mention in which area you felt need for Services.

1 3

12. Where do you purchase spare parts required for your vehicle? a. At show room b. At Retail outlets

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. 13. service. Please Rank your level of satisfaction for the following Factors in

Character sticks

Highly Satisfied

Satisfied

Dis-satisfied

Highly Dissatisfied

1. Delivery time.

2. Availability spares.

3. Cost spares.

of

4. Attitudes of service

provider. 14. Your opinion about service charges? 5. Affordable of Cost 15. Costly

service. extent the Bajaj PLATINA bike has satisfied your need To what

purchase? 1. Very Good 2. Good

3. 16.

Average

3. Not Good

Do you have any specific to Bijjal Mtors to improve customer

Satisfaction? Page 76

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BIBLIOGRAPH Y TEXT BOOKS MARKET MANAGEMENT By. Philip Kotler.

MAGZINES BUSINESS WORLD. BUSINESS TODAY. TODAY. INDIA

NEWS PAPERS THE TIMES OF INDIA.

THE HINDU.

PAMPLETS

WEB SITES www.bajajauto.com Customer satisfaction Level MBA MARKETING REPORT Page 77

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. Google search

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