Project Repot on Comparative Study Of Customer Satisfaction on Bajaj Pulsar 150 cc v/s Yamaha FZ Submitted in partial fulfillment of the

requirements for the award of the degree of

Bachelor of Business Administration (BBA) To Guru Gobind Singh Indraprastha University, Delhi
Guide: Submitted by:

Ms.Rama Srivastava Kuldeep Singh

Institute of Information Technology & Management,

New Delhi 110058 Batch (2009-2012)

Certificate
I, Mr. Kuldeep Singh, Roll No. 09513701709 certify that the Project Report/Dissertation (BBA310) entitled Customer Satisfaction On Bajaj Pulsar 150cc v/s Yamaha FZ is done by me and it is an authentic work carried out by me at Institute of Information Technology and Management. The matter embodied in this project work has not been submitted earlier for the award of any degree or diploma to the best of my knowledge and belief. Signature of the Student Date: Certified that the Project Report/Dissertation (BBA-310) entitled Customer Satisfaction On Bajaj Pulsar 150cc v/s Yamaha FZ done by Mr.Kuldeep Singh, Roll No.09513701709, is completed under my guidance. Signature of the Guide Date: Name of the Guide: Designation: Address: Institute of Information Technology & Management,

New Delhi-110058 Countersigned Director/Project Coordinator

ACKNOWLEDGEMENT

NO MAN IS COMPLETE IN KNOWLEDGE BT A SINGLE RAY OF KNOWLEDGE IS HELPFUL TO A MAN. The research work on the topic was given to me as a subject in my course curriculum in bachelor s degree in business administration. I have tried my best to present this information as clearly as possible using basic terms that I hope will comprehend by the widest spectrum of researchers and analysts. I have completes this study under the guidance of my project guide Ms. Rama Srivastava ; I wont be able to perform well without her esteemed guidance and knowledge I have received from them for the timely completion of my work. Mere acknowledgement may not redeem the debt I owe to my parents for their direct as well as indirect support during the entire course of the project. GUIDANCE IS THE BEST IN THE WAY OF PROGRESS.

Kuldeep Singh

EXECUTIVE SUMMARY
The topic of the study is Bajaj Pulsar 150 cc v/s Yamaha FZ. Firstly knowing about Bajaj Pulsar 150cc.Bajaj Auto Limited is the largest two wheeler manufacturing company in India. Bajaj company is engaged in the production of two wheelers and three wheelers. The company was started by Jamanlal Bajaj in the year 1945. The major headquarters of the company were in Akurdi, Maharashtra, and Chakan. Intitaly the material was imported from outside but after some time the manufacturing was stated in the country itself. Bajaj company has initially tied up Kawasaki heavy Industries of Japan which was self sufficient in making new technology bikes in the world. Bajaj auto started its working from making the first bike Bajaj 100 Dlx which was very much costly at that time, the person having a huge pocket can only afford to buy it. Right now, the company is headed by Rahul Bajaj having a net worth of rupees 3454 crore and around 10,250 employees working in the organization. Bajaj Pulsar 150 cc is a motorcycle brand owned by Bajaj Auto limited. The product designing and engineering was based with the Tokyo based company. The concept of Bajaj Pulsar came in the market when the Yamaha FZ first model. After that the design and technology was seen and some innovations were done and Bajaj Pulsar came in the market after that time. The launch of Bajaj Pulsar 150 cc was in the year 2001, and slowly and gradually as the time changes innovations and better technology was used in the designing of the bikes. It introduced the DTSi technology which increased the power of the bike, and many many more technology was used.

Hero MotoCorp was started by Munjals brothers previously known as Hero Honda is an Indian motorcycle manufacturing brand that is engaged in the production of two wheelers. This was a Joint Venture between the Hero MotoCorp and the Honda company of Japan for the manufacturing of the two wheelers. But subsequently in 2010, Honda wanted to slip this venture, and then Hero MotoCorp purchased its shares and became Hero MotoCorp. Its a big drawback for the company because the major designing of the bikes were done in Japan and they were bought in use everywhere, the market value of Hero Moto Corp may decline because of this termination of the joint venture between the two countries. Hero CBZ Xtreme was launched in the year 1999 with a lot of features and a good technology, the stylish CB Xtreme was made up of different technology that it worked so fast in the market. After knowing about the history of the companies, further the research work was carried on. The research work consisted of the collection of primary data which is collecting the information from the customers itself and then interpreting the results there of. The sampling techniques used was convenience sampling as its easy to perform. Various bar graphs and charts and tables were made to represent the data in a better manner and the measures of central tendency such as mean , standard deviation, and correlation were made to analyze data in a more consensus way. Then after this the actual interpretation of data is done where in the demographic factors and questionnaires were analyzed on the basis of the answers marked by the interviewees. After analyzing the data there after results and conclusions were drawn and it concluded that Bajaj Pulsar and CBZ Xtreme both have positive and negative points and both need to take some corrective measures for that.

On a whole both are a same kind a bike using same power engine but somehow. Looks are different.

CONTENT

S No 1 2 3 4 5 6 7 8 9 10 11 12 Certificate (s) Acknowledgements Executive Summary List of Tables List of Figures List of Symbols List of Abbreviations Chapter-1: Introduction

Topic

Page No -

Chapter-2: Methodology & Theoretical Framework Chapter-3: Data Presentation & Analysis Chapter-4: Summary and Conclusions References/Bibliography

13

Appendices

LIST OF TABLES Table No 1 2 Title Number of Employees in Organisation ABC Page No

LIST OF FIGURES Figure No 1 2 Title Sales Figures of RO Water Purifier 2002-2006 Page No

LIST OF SYMBOLS S No 1 2 @ Symbol Nomenclature & Meaning Sigma (Summation) At the rate

LIST OF ABBREVIATIONS

S No 1 2

Abbreviated Name CRM EPS

Full Name Customer Relationship Management Earning Per Share

CHAPTER 1: INTRODUCTION OF THE COMPANY

Bajaj Auto limited is one of the largest two wheeler manufacturing company in India apart from producing two wheelers they also manufacture three wheelers. The company had started its way back in 1945. Initially it used to import the two wheelers from outside, but from 1959 it started manufacturing of two wheelers in the country. By the year 1970 Bajaj Auto had rolled out their 100,000th vehicle. Bajaj scooters and motor cycles have become an integral part of the Indian milieu and over the years have come to represent the aspirations of modern India. Bajaj Auto also has a technical tie up with Kawasaki heavy industries of Japan to produce the latest motorcycles in India which are of world class quality The Bajaj Kawasaki eliminator has emerged straight out of the drawing board of Kawasaki heavy industries. The core brand values of Bajaj Auto limited includes Learning, Innovation, Perfection, Speed and Transparency. Bajaj Auto has three manufacturing units in the country at Akurdi, Waluj and Chakan in Maharashtra, western India, which produced 2,314,787 vehicles in 2005-06. The sales are backed by a network of after sales service and maintenance work shops all over the country. Bajaj Auto has products which cater to every segment of the Indian two wheeler market Bajaj CT 100 Dlx offers a great value for money at the entry level. Similarly Bajaj Discover 125 offers the consumer a great performance without making a big hole in the pocket.

PROFILE Bajaj Auto Limited

Type Traded as

Public BSE: 532977, NSE: BAJAJ-AUTO BSE SENSEX Constituent

Industry Headquarters Key people Products Revenue Net income Employees Parent Website

Automotive Pune, Maharashtra, India Rahul Bajaj (Chairman) Motorcycles, three-wheeler vehicles and cars 16,974 crore (US$3.73 billion)(2011) 3,454 crore (US$759.88 million)(2011) 10,250 (2006-07) Bajaj Group www.bajajauto.com

Bajaj Auto Limited (BSE: 532977, NSE: BAJAJ-AUTO) is an Indian motorized vehicleproducing company. Bajaj Auto is a part of Bajaj Group. Its founded by Jamnalal Bajaj at Rajasthan in the 1930s. It is based in Pune, Maharashtra, with plants in Chakan (Pune), Waluj (nearAurangabad) and Pantnagar in Uttaranchal. The oldest plant at Akurdi (Pune) now houses the R&D centre Ahead. Bajaj Auto makes and

exports automobiles, scooters, motorcycles and the auto rickshaw. The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1,946. It features at 1639 in forbes 2011 list. 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. Bajaj Auto came into existence on 29 November 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 near Aurangabad. In 1986, it managed to produce and sell 500,000 vehicles in a single financial year. In 1995, it rolled out its ten millionth vehicle and produced and sold one million vehicles in a year. According to the authors of Globality: Competing with Everyone from Everywhere for Everything, Bajaj has grown operations in 50 countries by creating a line of value-for-money bikes targeted to the different preferences of entry-level buyers.

BAJAJ PULSAR 150 cc Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India. The two wheeler was developed by the product engineering division of Bajaj Auto in association with Tokyo R&D and later with motorcycle designer Glynn Kerr. Currently there are four variants available -with engine capacities of 135 cc, 150 cc, 180 cc and 220 cc. Previously it was also offered with a 200 cc DTS-i oil cooled engine, which now has been discontinued. More than a million units of Pulsar were sold by November 2005. With an average monthly sales of around 86,000 units in 2011, Pulsar has a market share of 47% in its segment.

Before the introduction of the Pulsar, the Indian motorcycle market trend was towards fuel efficient, small capacity motorcycles (that formed the 80-125 cc class). Bigger motorcycles with higher capacity virtually did not exist (except for Enfield Bullet). The launch and success of Hero Honda CBZ in 1999 showed that there was demand for performance bikes. Bajaj took the cue from there on and launched the Pulsar twins in India on 24 November 2001. Since the introduction and success of Bajaj Pulsar, Indian youth began expecting high power and other features from affordable motorcycles. The project was faced with internal resistance, reservations by Mckinsey and doubts on its effects on Bajaj's relation with Kawasaki. The project required approximately 36 months for completion and cost Bajaj Rs 1 billion.

EVOLUTION YEAR 2001 Level of Changes Originally came with 150 cc air-cooled, single-cylinder, petrol, sparkignited four-stroke engine which made 13 HP of maximum power. featured a single spark plug to ignite the air-fuel mixture fed from a carburetor. simple spring shock absorbers, round headlamp dome and 1,265 mm wheelbase

Other standard features were parking lights and an aircraft-type fuel tank lid newly developed DTSi technology, which increased the power rating of both versions by 1 hp (0.75 kW)

2003

increased fuel economy introduce a new headlamp assembly, 1,320 mm wheelbase, and standard twin-tone horn and trip meter.

2005

Bajaj launched another upgrade of the Pulsar The bike was offered with 17-inch (430 mm) alloy wheels as standard option

The power output was now further increased to 13.5 hp (10.1 kW) @ 8500 rpm for the 150 cc

The rear shock absorbers were now gas-filled Nitrox absorbers. Bajaj released the UG IV (fourth upgrade) versions of the Pulsar 150 The upgrades for the Pulsar 150 included an all-black theme, tank scoops similar to those on the Pulsar 200, a 3D Pulsar logo, and a changed electrical system (full DC). Power also increased from 13.5 HP to 14.09 HP (at 8,500 rpm).

2009

2010

Bajaj released the UG 5 (fifth upgrade) versions of the Pulsar 150 included an clip-on handlebars like those in Pulsar 135LS. Power also increased from 14.09 HP to 15.06 HP (at 9,000 rpm).

Hero Motocorp Ltd. (BSE: 500182, NSE: HEROMOTOCO) formerly known as Hero Honda is an Indian motorcycle and scooter manufacturer based in New Delhi, India. Hero Honda started in 1984 as a joint venture between Hero Cycles of India and Honda of Japan. The company is the largest two wheeler manufacturer in India. The 2006 Forbes 200 Most Respected companies list has Hero Honda Motors ranked at 108. In 2010, When Honda decided to move out of the joint venture, Hero Group bought the shares held by Honda. Subsequently, in August 2011 the company was renamed Hero MotoCorp with a new corporate identity.

Hero Motocorp Ltd

Type Traded as

Public company BSE: 500182 NSE: HEROMOTOCO BSE SENSEX Constituent

Industry Founded Founder(s) Headquarters Key people

Automotive 19 January 1984 (Gurgaon) Brijmohan Lall Munjal New Delhi, India Brijmohan Lall Munjal (Chairman) Pawan Munjal (MD & CEO)

Products

Motorcycles, scooters, three-wheeler vehicles and spare parts

Revenue Operating income Net income Parent Website

19,669.290 crore (US$3.92 billion) 2,597.07 crore (US$518.12 million)(FY 2010-2011) 1,927.90 crore (US$384.62 million)(FY 2010-2011) Hero Group www.heromotocorp.com

Company Profile Hero is the brand name used by the Munjal brothers for their flagship company Hero Cycles Ltd. A joint venture between the Hero Group and Honda Motor Company was established in 1984 as the Hero Honda Motors Limited at Dharuhera India. Munjal family and Honda group both own 26% stake in the Company. In 2010, it was reported that Honda planned to sell its stake in the venture to the Munjal family. During the 1980s, the company introduced motorcycles that were popular in India for their fuel economy and low cost. A popular advertising campaign based on the slogan 'Fill it - Shut it Forget it' that emphasised the motorcycle's fuel efficiency helped the company grow at a doubledigit pace since inception. The technology in the bikes of Hero Honda for almost 26 years (19842010) has come from the Japanese counterpart Honda. Hero MotoCorp has three manufacturing facilities based at Dharuhera, Gurgaon in Haryana and at Haridwar in Uttarakhand. These plants together are capable of churning out 3 million bikes per year. Hero MotoCorp has a large sales and service network with over 3,000 dealerships

and service points across India. Hero Honda has a customer loyalty program since 2000, called the Hero Honda Passport Program. The company has a stated aim of achieving revenues of $10 billion and volumes of 10 million two-wheelers by 2016-17. This in conjunction with new countries where they can now market their two-wheelers following the disengagement from Honda, Hero MotoCorp hopes to achieve 10 per cent of their revenues from international markets, and they expected to launch sales in Nigeria by end-2011 or early-2012. In addition, to cope with the new demand over the coming half decade, the company was going to build their fourth factory in South India and their fifth factory in Western India. There is no confirmation where the factories would be built. Termination of Honda joint venture In December 2010, the Board of Directors of the Hero Honda Group have decided to terminate the joint venture between Hero Group of India and Honda of Japan in a phased manner. The Hero Group would buy out the 26% stake of the Honda in JV Hero Honda. Under the joint venture Hero Group could not export to international markets (except Sri Lanka) and the termination would mean that Hero Group can now export. Since the beginning, the Hero Group relied on their Japanese partner Honda for the technology in their bikes. So there are concerns that the Hero Group might not be able to sustain the performance of the Joint Venture alone.

HERO CBZ XTREME Hero Honda CBZ, launched in early 1999 by Hero Honda Motors, with an original Honda 156.8 cc engine The over-square engine, that met . The styling of the bike was a scaled version of the famous Honda CB series.Euro1, was fed by a Keihin slide type carburetor with accelerator pump for better pick-up. It makes use of a larger spring operated nozzle to provide a richer fuel air mixture into the engine for better acceleration. An air injection system injects fresh air into the exhaust port, to meet the emission norms. CBZ Xtreme Manufacturer Predecessor Class Engine Bore / Stroke Transmission Brakes Hero Honda CBZ Naked bike 149.2 cc (9.10 cu in) 57.3 57.8 mm (2.26 2.28 in) 5-speed, constant mesh front 240 mm disc rear 130 mm drum Wheelbase 1,325 mm (52.2 in)

Dimensions

L 2,080 mm (82 in) W 765 mm (30.1 in) H 1,145 mm (45.1 in)

Weight Fuel capacity

143 kg (320 lb) (dry) 12.3 litres (2.7 imp gal; 3.2 US gal)

CBZ Xtreme is a 150 cc motorcycle from Hero Honda Motors which is the successor of the Hero Honda CBZ. The bike was introduced in the year 2008. Except for a mild resemblance to the older CBZ's headlamp, the new model has little else in common. Design The turn indicators have been integrated into the headlamp housing and the tail lamp cluster features a segmented stop and brake light section with the turn indicators built into a single unit that wraps around the brake lights bottom side. Also LEDs have been used replacing the conventional bulbs. The split hand grips for the pillion rider serves in providing a different look. The CBZ Xtreme has an asymmetric instrument panel with carbon matte finish. There are analogue gauges, including an tachometer, speedometer and fuel gauge, in addition to high beam, turn and neutral indicators.

OBJECTIVES To analyze the customer satisfaction To know which manufacturer is providing better services. To analyze after sales services of bikes To study the behavioral factors of consumers in motor bikes.

SCOPE OF STUDY To carry out market survey of Comparison Yamaha FZ and Bajaj Pulsar 150cc on the basis of customer satisfaction. For this purpose the geographical area selected is West Delhi. Data is collected through a questionnaire.

Chapter 2: Methodology and Theoretical Framework

RESEARCH METHODOLOGY Research is the systematic investigation into existing or new knowledge. It is used to establish or confirm facts, reaffirm the results of previous work, solve new or existing problems, support theorems, or develop new theories. A research project may also be an expansion on past work in the field. In order to test the validity of instruments, procedures, or experiments, research may replicate elements of prior projects, or the project as a whole. The primary purposes of basic research are documentation, discovery, interpretation, or the research and development of methods and systems for the advancement of human knowledge. METHODOLOGY USED FOR DATA COLLECTION

Analysis of data is a process of inspecting, cleaning, transforming, and modelling data with the goal of highlighting useful information, suggesting conclusions, and supporting decision making. Data analysis has multiple facets and approaches, encompassing diverse techniques under a variety of names, in different business, science, and social science domains. Research Design Research design is considered as a "blueprint" for research, dealing with at least four problems: which questions to study, which data are relevant, what data to collect, and how to analyze the results. The best design depends on the research question as well as the orientation of the researcher. Every design has its positive and negative sides. A Research Design is a plan structure and strategy of investigation so as to obtain answers to record, study and control variance.

It should be object oriented, reliable, varied and general. This does not mean that it is near fact gathering studies. The study is of greater use as collection of data is done with definite purpose of preplanned design with people for a certain period of time to collect data.

Questionnaire is used to collect data from the customers in West Delhi region.

Research design: Exploratory study An exploratory study is similar to an investigatory project. It is a study that is undertaken when little is known about a subject or no information is available on how a similar problem or similar research issues have been solved in the past. In doing this it requires work interviewing those with experience and those of an expert nature, or both, in order to be both correct in terms of observations but also correct in terms of interpretation and portrayal when showing data. Exploratory studies don't have to rely on no pre-existing information though. They can operate on old and common knowledge but pursue a new or little known direction for investigation. This is not to be confused with exploratory research, which is for after exploratory study and further investigation and deeper understanding of pre-existing knowledge. Exploratory study seeks primary research from firsthand experience, whereas exploratory research heavily uses secondary research. It takes a longer and more detailed look at information in a way that the exploratory study couldn't, due to time constraints or to a limited breadth of interpretation.
The sampling technique to be used will be Convenience Sampling.

Convenience sampling is a type of non-probability sampling technique. Non-probability sampling focuses on sampling techniques that are based on the judgement of the researcher. A convenience sample is simply one where the units that are selected for inclusion in

the sample are the easiest to access. Whilst convenience sampling should be treated with caution, its low cost and ease of use makes it the preferred choice for a significant proportion of undergraduate and masters level dissertations..
Sample size will be 60 for the survey.

DATA SOURCE Since the project is based on collection of primary data, so in primary data collection, we collect the data on our own using methods such as interviews and questionnaires. The key point here is that the data you collect is unique to you and your research and, until you publish, no one else has access to it. There are many methods of collecting primary data and the main methods include: questionnaires interviews observation

All methods of data collection can supply quantitative data (numbers, statistics or financial) or qualitative data (usually words or text). Quantitative data may often be presented in tabular or graphical form. Secondary data is data that has already been collected by someone else for a different purpose to yours. For example, this could mean using: Journals

 Mean

Company Balance Sheets, etc METHODOLOGY USED FOR DATA ANALYSIS

The arithmetic mean, or simply the mean or average when the context is clear, is the central tendency of a collection of numbers taken as the sum of the numbers divided by the size of the collection. The collection is often the sample space of an experiment. The term "arithmetic mean" is preferred in mathematics and statistics because it helps distinguish it from other means such as the geometric and harmonic mean. In addition to mathematics and statistics, the arithmetic mean is used frequently in fields such as economics, sociology, and history, though it is used in almost every academic field to some extent. For example, per capita GDP gives an approximation of the arithmetic average income of a nation's population. The mean of a sample or a population is computed by adding all of the observations and dividing by the number of observations. Returning to the example of the five women, the mean weight would equal (100 + 100 + 130 + 140 + 150)/5 = 620/5 = 124. In the general case, the mean can be calculated, using one of the following equations:

Advantages

Fast and easy to calculate

As the most basic measure in statistics, arithmetic average is very easy to calculate. For a small data set, you can calculate the arithmetic mean quickly in your head or on a piece of paper. In computer programs like Excel, the arithmetic average is always one of the most basic and best known functions (in Excel the function is AVERAGE). Easy to work with and use in further analysis

Because its calculation is straight forward and its meaning known to everybody, arithmetic average is also more comfortable to use as input to further analyses and calculations. When you work in a team of more people, the others will much more likely be familiar with arithmetic average than geometric average or mode .

Disadvantages

Sensitive to extreme values

Arithmetic average is extremely sensitive to extreme values. Imagine a data set of 4, 5, 6, 7, and 8,578. The sum of the five numbers is 8,600 and the mean is 1,720 which doesnt tell us anything useful about the level of the individual numbers. Therefore, arithmetic average is not the best measure to use with data sets containing a few extreme values or with more dispersed (volatile) data sets in general.

Works only when all values are equally important

Arithmetic average treats all the individual observations equally. In finance and investing, you often need to work with unequal weights. Different extreme values cannot be used appropriately.

Conclusion Arithmetic average as a measure of central tendency is simple and easy to use. But in order to take advantage of it and prevent it from doing any harm to your analysis and decision making, you should be familiar with the situations when it fails and when other tools are more useful.

Standard Deviation Standard deviation is a widely used measure of variability or diversity used

in statistics and probability theory. It shows how much variation or "dispersion" exists from the average (mean, or expected value). A low standard deviation indicates that the data points tend to be very close to the mean, whereas high standard deviation indicates that the data points are spread out over a large range of values. The standard deviation of a random variable, statistical population, data set, or probability distribution is the square root of its variance. It is algebraically simpler though practically less robust than the average absolute deviation. A useful property of standard deviation is that, unlike variance, it is expressed in the same units as the data. In addition to expressing the variability of a population, standard deviation is commonly used to measure confidence in statistical conclusions. When only a sample of data from a population is available, the population standard deviation can be estimated by a modified quantity called the sample standard deviation.

Karl Pearsons Coefficient of Correlation In statistics, the Pearson product-moment correlation coefficient (sometimes referred to as the PPMCC or PCCs, and typically denoted by r) is a measure of the correlation (linear dependence) between two variables X and Y, giving a value between +1 and 1 inclusive. It is widely used in the sciences as a measure of the strength of linear dependence between two variables. It was developed by Karl Pearson from a similar but slightly different idea introduced by Francis Galton in the 1880s. The correlation coefficient is also called "Pearson's r." Pearsons Coefficient computational formula

Interpretation The correlation coefficient ranges from 1 to 1. A value of 1 implies that a linear equation describes the relationship between X and Y perfectly, with all data points lying on a line for which Y increases as X increases. A value of 1 implies that all data points lie on a line for which Y decreases as X increases. A value of 0 implies that there is no linear correlation between the variables.

More generally, note that (Xi X) (Yi Y) is positive if and only if X and Y lie on the same side of their respective means. Thus the correlation coefficient is positive if X and Y tend to be simultaneously greater than, or simultaneously less than, their respective means. The correlation coefficient is negative if X and Y tend to lie on opposite sides of their respective means. Bar chart A bar chart or bar graph is a chart with rectangular bars with lengths proportional to the values that they represent. The bars can be plotted vertically or horizontally. Bar charts are used for marking clear data which has discrete values. Some examples of discontinuous data include 'shoe size' or 'eye color', for which a bar chart is appropriate. In contrast, some examples of continuous data would be 'height' or 'weight'. A bar chart is very useful for recording certain information whether it is continuous or not continuous data. Bar charts also look a lot like a histogram. They are often mistaken for each other. The first bar graph appeared in the 1786 book The Commercial and Political Atlas, by William Playfair (1759-1823). Playfair was a pioneer in the use of graphical displays and wrote extensively about them.

Pie chart A pie chart (or a circle graph) is a circular chart divided into sectors, illustrating proportion. In a pie chart, the arc length of each sector, is proportional to the quantity it represents. When angles are measured with 1 turn as unit then a number of percent is identified with the same number of centiturns. Together, the sectors create a full disk. It is named for its resemblance to a pie which

has been sliced. The earliest known pie chart is generally credited to William Playfair's Statistical Breviary of 1801. The pie chart is perhaps the most widely used statistical chart in the business world and the mass media. However, it has been criticized, and some recommend avoiding it, pointing out in particular that it is difficult to compare different sections of a given pie chart, or to compare data across different pie charts. Pie charts can be an effective way of displaying information in some cases, in particular if the intent is to compare the size of a slice with the whole pie, rather than comparing the slices among them. Pie charts work particularly well when the slices represent 25 to 50% of the data, but in general, other plots such as the bar chart or the dot plot, or nongraphical methods such as tables, may be more adapted for representing certain information. It also shows the frequency within certain groups of information.

THEORITICAL DESCIPTION

It includes the tools used for analyzing the data. In this project Ms Excel 2007 has been used for this purpose. Microsoft Excel is a commercial spreadsheet application written and distributed

by Microsoft for Microsoft Windows and Mac OS X. It features calculation, graphing tools, pivot tables, and a macro programming language called Visual Basic for Applications. It has been a very widely applied spreadsheet for these platforms, especially since version 5 in 1993, and it has almost completely replaced Lotus 1-2-3 as the industry standard for spreadsheets. Excel forms part of Microsoft Office. The current versions are 2010 for Microsoft Windows and 2011 for Mac OS X.

Basic Operation Microsoft Excel has the basic features of all spreadsheets, using a grid of cells arranged in numbered rows and letter-named columns to organize data manipulations like arithmetic operations. It has a battery of supplied functions to answer statistical, engineering and financial needs. In addition, it can display data as line graphs, histograms and charts, and with a very limited three-dimensional graphical display. It allows sectioning of data to view its dependencies on various factors from different perspectives (using pivot tables and the scenario manager). And it has a programming aspect, Visual Basic for Applications, allowing the user to employ a wide variety of numerical methods, for example, for solving differential equations of mathematical physics, and then reporting the results back to the spreadsheet. Finally, it has a variety of interactive features allowing user interfaces that can completely hide the spreadsheet from the user, so the spreadsheet presents itself as a so-called application, or decision support system (DSS), via a custom-designed user interface, for example, a stock analyser, or in general, as a design tool that asks the user questions and provides answers and reports. In a more elaborate realization, an Excel application can automatically poll external databases and measuring instruments using an update schedule, analyse the results, make a Word report or Power Point slide show, and e-mail these presentations on a regular basis to a list of participants. Microsoft allows for a number of optional command-line switches to control the manner in which Excel starts

Chapter 3: Data Presentation and Analysis

Personals Details
Age Particulars 18-25 25-35 35-45 45 above Yamaha FZ 12 11 7 3 (Table1:Age) Bajaj Pulsar 150 cc 13 14 5 3

(Figure1: Age) Interpretation:As the data shows that more bike riders are of the age group of 18-25. It clearly shows that the more customers opt for the bike of the age group 18-25 and 25-35 which covers in total of about 50% of the total share. Marital status Particulars Single Married Yamaha FZ 16 17 (Table2:Marital Status) (Figure2: Marital Status) Bajaj Pulsar 150 cc 19 16

Interpretation:The data in the bar diagram as well as table indicates that FZ is more preferred by married people and Pulsar is more demanded by single. Occupation Particulars Student Service Businessman Self Employed Others Yamaha FZ 10 17 3 3 0 (Table3:Occupation) Bajaj Pulsar 150 cc 13 14 4 3 1

(Figure3: Occupation)

Interpretation :More of students and service people demand for the bikes, less the demand for the bikes by businessman and self employed people.

Income Particulars 10,000-20,000 20,000-30,000 30,000-40,000 40,000 above Yamaha FZ 1 1 10 11 (Table4: Income) Bajaj Pulsar 150 cc 1 2 12 7

(Figure4: Income) Interpretation:Income of an individual always an important role in its purchasing decision. More the income more will be the choices available for the customer, less income less will be the availability of alternatives for the individual. Which bike do you have? Particulars Yamaha FZ Bajaj Pulsar 150cc Number of respondents 35 35 (Table5) (Figure5) Percentage of respondents 50% 50%

Interpretation:Out of the 70 respondents, market survey is done on 35 respondents who opted for Yamaha FZ and the other 35 opted for Bajaj Pulsar 150cc Since how long you have been using the bike? Year 0-1 year 1-2 years 2-3 years 3 years or above (Table6) Yamaha FZ 4 10 11 10 Bajaj Pulsar 150cc 5 11 14 5

(Figure7) Interpretation:The data shows the number of respondents opted for both Yamaha FZ and Bajaj Pulsar 150cc have purchased the bike how many years ago.

For what purpose do you use the bike? Purpose Office Purpose Personal Purpose Joy Purpose Others (Table7) (Figure8) Yamaha FZ 9 13 12 1 Bajaj Pulsar 150cc 11 14 9 1

Interpretation:The bar graph shows more of the customers having Bajaj Pulsar 150 cc use for office purpose and personal purpose whereas FZ is opted by the customers for the joy purpose. What was the major factor that influenced you for the purchase of this bike? Factor Price Goodwill/Brand Image Looks Mileage Others (Table8) Yamaha FZ 10 10 12 3 0 Bajaj Pulsar 150cc 11 9 5 10 0

(Figure9)

Interpretation:More of the customer prefers price and looks factor while purchasing the bike. For the price , mileage factors customers prefer Bajaj Pulsar 150 cc whereas opts for FZ when think about looks first and then price. From where do you get to know about the vehicle? Information gathered from Friends Relatives Television Advertisements On Newspapers Others (Table9) Yamaha FZ 22 4 2 7 0 Bajaj Pulsar 150cc 17 8 7 2 1

(Figure10)

Interpretation:More of the people go for friends when the questions come about form where does u come to know about the vehicle. In this case also more of the customers for both the brands came to know about the bike from their friends. Relatives, television, advertisement plays a secondary role. Does advertisements influenced your decision of purchasing the bike?

Advertisements Yes No Cant say

Yamaha FZ 27 8 0 (Table10)

Bajaj Pulsar 150cc 25 10 0

(Figure11)

Interpretation :Yes the advertisements always play an important role in influencing the purchase decision of the customer. In this case also more of FZ customers are influenced by the advertisements. But taking into consideration the data of Pulsar 150 cc also many customers or most customers were influenced by the advertisement for the particular sector. Are you satisfied with the performance of the bike you are currently having? Performance Yes No Cant say (Table11) Yamaha FZ 29 6 0 Bajaj Pulsar 150cc 30 5 0

(Figure12)

Interpretation:More of Pulsar customers as compared to FZ ones are satisfied with the performance of the bike which clearly indicates that pulsar has more satisfied customers in West Delhi as compared to FZ.

Were you satisfied by the offers/schemes provided by the company at the time of purchase? Services by company Yes No Cant say (Table12) Yamaha FZ 20 15 0 Bajaj Pulsar 150cc 22 13 0

(Figure13) Interpretation:The customers for both the companies are satisfied by the offers and schemes provided by the company but Pulsar has the more number of satisfied customers in context of offers/schemes provided by the company at the time of purchase. Also more of FZ customers are dissatisfied by the services provided by the company at the time of purchase as compared to Pulsar.

Were you satisfied with the after sales services provided by the dealer? After sales services Extremely Satisfied Satisfied Yamaha FZ 3 13 Bajaj Pulsar 150cc 7 15

Average Satisfied Unsatisfied Extremely Unsatisfied (Table13)

11 6 2

8 5 5

(Figure14) Interpretation :More of Pulsar customers are satisfied by the services provided by the dealer at the time of purchase as compared to FZ customers. Are you satisfied by the number of service centers available in Delhi? No. of Service Centres Yes No Cant say (Table14) Yamaha FZ 19 16 0 Bajaj Pulsar 150cc 28 7 0

(Figure15) Interpretation:Here, the data shows that number of availability of service centers of Pulsar are more that is why the customers of Pulsar are more satisfied in this case than the FZ customers.

If new bike with good feature comes in, then would you like to change your bike? New Bike Yes No Cant say (Table15) Yamaha FZ 30 5 0 Bajaj Pulsar 150cc 26 9 0

(Figure16)

Interpretation :-

More of FZ customers are ready to purchase a another bike with some good features come in the market as compared to the Pulsar customers.

Would to recommend others to purchase this bike ? Recommendation Yes No Cant say (Table16) Yamaha FZ 30 5 0 Bajaj Pulsar 150cc 30 5 0

(Figure18)

Interpretation:The most ironic answer would be the customers of both the brands would like to recommend others to purchase the bike and same number of customers is dissatisfied by the performance that is why they do not recommend their brand to others.

CORRELATION

S.No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22

X 0 0 4 1 3 3 4 3 0 0 4 4 0 4 4 2 3 4 0 0 4 0

Y 3 1 2 1 2 1 4 1 2 1 1 3 2 2 2 4 4 3 4 1 2 1

XY 0 0 8 1 6 3 16 3 0 0 4 12 0 8 8 8 12 12 0 0 8 0

X 0 0 16 1 9 9 16 9 0 0 16 16 0 16 16 4 9 16 0 0 16 0

Y 9 1 4 1 4 1 16 1 4 1 1 9 4 4 4 16 16 9 16 1 4 1

23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45

3 0 0 3 0 3 0 3 3 3 3 0 0 3 2 0 3 2 4 3 3 3 4

2 3 1 4 2 4 3 1 2 1 4 3 2 1 3 2 2 3 1 1 1 4 2

6 0 0 12 0 12 0 3 6 3 12 0 0 3 6 0 6 6 4 3 3 12 8

9 0 0 9 0 9 0 9 9 9 9 0 0 9 4 0 9 4 16 9 9 9 16

4 9 1 16 4 16 9 1 4 1 16 9 4 1 9 4 4 9 1 1 1 16 4

46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68

4 4 0 3 4 3 4 3 0 4 1 3 0 4 0 3 4 0 0 0 4 4 2

2 3 3 2 2 3 2 3 1 1 2 1 2 3 2 1 3 1 4 3 4 1 1

8 12 0 6 8 9 8 9 0 4 2 3 0 12 0 3 12 0 0 0 16 4 2

16 16 0 9 16 9 16 9 0 16 1 9 0 16 0 1 16 0 0 0 16 16 4

4 9 9 4 4 9 4 9 1 1 4 1 4 9 4 9 9 1 16 9 16 1 1

69 70 N=70

3 3 X=151

3 2 Y=154

9 6 XY=347

9 9 X=521

9 4 Y=422

(Table17:Correlation)

R = 14.8 / 127.47 R = 0.1

Interpretation: The correlation coefficient ranges from 1 to 1. A value of 1 implies that a linear equation describes the relationship between X and Y perfectly, with all data points lying on a line for which Y increases as X increases. A value of 1 implies that all data points lie on a line for which Y decreases as X increases. A value of 0 implies that there is no linear correlation between the variables. Since, R = 0.1 its a positive point which directly means the factors i.e. income of an individual affects its purchase decision. If the income of the person is more he/she will concentrate more on mileage and comfort, if the income of the person is less he will concentrate more on price factors. Income of the person and its purchasing power are directly related to each other.

Chapter-IV: Summary & Conclusions

RESULTS OF THE STUDY

During this research project I came in contact with many customers who are having bikes. It has been found that mostly the bike is preferred by the teenagers and the persons at the age group of 25-35 prefer bike because of their office use. Many a factors are kept in mind while doing a purchase decision. Everything side by side matters i.e. price, mileage, fuel efficiency, looks, comfort etc and on the other side people who do purchase decision search for the entire possible alternative available in the market. They search for the positive and negative points while doing

the purchase decision. Taking into consideration all the aspects that I covered in my research i.e. questionnaires form the demographic factors to the recommendation of the bike to other customers , I came to know about some really exciting facts and figures which I will be discussing below ::: Bikes are mostly preferred by the people at the age of 18-25 and 25-35 which is around 80% in total. The demand for bike is most like by the people who are single. Also another major influencing thing while considering the demographic factors another factors are income of the person nad the occupation of the person. More of the customers having an income of about 30,000-40,000 opt for bike and more of the students and service people use the bike for their daily use. Around 85% in total of students and service people opt for bikes in their daily usage. Now, Moving in to the questionnaires meant to know the satisfaction level of the customers regarding the bikes are discussed below::: The customers using the bike for more than 2 years may come to know better as compared to those who have purchased it recently. The Customers who have the bike for a long period of time can tell the advantages or disadvantages in the factors more clearly as compared to the customers who purchased it recently. The customers purchase the bike mostly for personal and office use for which they mainly seek towards the main factor price and goodwill in the market which effects the purchase decision of the customer in context of doing the purchase behavior. Another factor that comes in mind while performing the purchase decision would be the opinions of the friends of that particular bike. Others suggestions and recommendations are also taken into consideration while making the purchasing decision, another more factor in this context is advertisement which helps an individual to change or accept the purchase decision.

After doing the purchase decision the next thing is to purchase the bike in which the performance of the bike is measured. More of Pulsar customers are satisfied by the performance of the bike they are currently having and also the after sales services provided by the company Bajaj are more efficient than Yamaha FZ The number of service centers available in West Delhi is more for Pulsar and less in FZ bike. On the whole in some points of Yamaha FZ is more powerful and in some questionnaires points of Pulsar are powerful. This clearly indicates that some of the factors of both the bikes are most powerful ones like Pulsar service centers and performance and for Yamaha FZ looks and price are powerful factors.

LIMITATIONS OF THE STUDY

Reliability of the Data

The value of any research findings critically on the accuracy of the data collected. Data quality depends on the accuracy of the data collected. Sometimes the interviewees may give false data which leads to inaccuracy in the data collected. Biasness

Some customers many a times answer biasness to the questions asked by the interviewer which leads to inappropriate research work. Costly

Collection of primary data is costly as compared to using secondary data.

SUGGESTIONS AND SCOPE FOR FURTHER STUDY

Bajaj Pulsar 150 cc needs to be powerful in terms of price, looks and mileage. More of service centers need to be opened in West Delhi area so that customer finds it easy for servicing. Grievance handling mechanism needs to be strengthened of Yamaha Group.