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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

CONTENTS

CHAPTER

TITLE

PG No.

INTRODUCTION

RESEARCH DESIGN

COMPANY PROFILE

DATA ANALYSIS AND INTERPRETATION

FINDINGS,SUGGESTION AND CONCLUSION

BIBLIOGRAPHY

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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

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INTRODUCTION
In the era of globalization, marketing is becoming more attractive to a company/state/national/International levels. In the early days there was no difference between selling and marketing but today the difference between two terms has been made. Many organizations have been involved in developing marketing activities to satisfy the needs and wants of a group of customers. This segment concept has helped in the development of new products and services and also specialization in selling is being attained. With development of new markets and new avenues of selling, wide variety of consumer and producer goods have been designed and developed and for many marketing has become a good profession. The developing nations are giving a lot of importance for marketing to develop their internal and external markets even the socialist countries have started studying the marketing concepts in a scientific way to introduce them actively in their internal distribution system.

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MARKETING Marketing is a comprehensive term which includes all the resources and set of activities necessary to direct and facilitate the flow of goods and services from producer to consumer in the process of distribution.

Marketing encompasses all the activities of exchange conducted by producers and by middleman in commerce for the impose of satisfying Consumer demands.

The American marketing association defines marketing as the performance of business activities that directs the flow of goods and services from producer to consumer or user.

Philip Kotler defines marketing as a set of human activities directed at facilitating and consummating exchanges. The essence of marketing is Exchange of products and the transactions is to satisfy human needs and wants. All business activities facilitating the exchange are included in marketing.

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THE MARKET The concept of the market is very important in marketing. The American marketing association defines the market as the aggregate demand of the potential buyers for a product or service.

Philip Kotler defines market as an area of potential exchanges. Thus a market is a group of buyers and sellers interested in negotiating the terms of purchase or sale of goods or services.

TYPE OF MARKETS

On the basis of selling area, we have local, national and international markets. On the basis of article of trade, we have product markets on the basis of nature of exchange dealing; we have spot or cash markets and future or forward markets. On the basis of nature of goods sold, we have consumers goods market and industrial goods market. On the basis of period, we have short term and long term markets. On the basis of nature and magnitude of selling we have wholesale and retail markets; a successful marketing strategy must have a marketing mix as well as the target market for which the marketing mix is prepared.

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The elements or variables that make up the marketing mix are only four. Decisions on products and services. Decisions on price. Decisions on promotions. Decisions on distribution.

The four ingredients are closely inter - related. Marketing mix decisions constitute a large part of marketing management. The marketing mix will naturally be changing according to the changing marketing conditions and also with the changing environmental factors (technical/ social/ economic and political) affecting each market. It is of course, based on marketing research and marketing information. It must be fully related to customers demand, completion as well as other aforesaid environmental forces. In the simplest manner, the basic marketing mix is blending of four inputs or sub mixes, which form a core of marketing system. MARKETING PLANS Marketing management is responsible to formulate comprehensive marketing plans indicating the objective to be achieved, and the future course of action to accomplish predetermined targets. The marketing plan is the main operational and controlled documents of the marketing department. It gives the intelligent directions of marketing operations. It can inspire marketing staff to reach the target as per plan. Progress can be measured against goals set. There will be no confusions and misunderstanding between marketing executives. All departmental plans can be integrated with each other.

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MARKETING MIX In marketing planning we use marketing information to assess the situation. We have to select specific marketing targets in the form of market segments. For each segment of sub divisions of the market we formulate combinations of a number of devices or types of marketing activities that are coordinated into a single marketing program to reach a particular target or marketing segment. The combination of these marketing methods or devices is known as the marketing mix.

Factors Influencing Buyer Behaviour


There are two basic factors, which influence buyer behaviour which are social and cultural, factors and psychological factors that are explained in detail below:-

Social and Cultural Factors: Family: Most consumers belong to a family group. The family can exert considerable

influence in shaping the pattern of consumption and indicates the decision making role, personal value, attitudes and buying habits that have been shaped by the family influence. Reference Groups: The concept of reference group is borrowed from sociology and psychology. Buyer behaviour is influenced by the small group, which the buyer belongs to reference groups are social, economic or professional groups and buyer evaluates his or her opinions and beliefs with them.

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Social Class Consumer buying behaviour is dependent on the social classes they belong to

or the social class they aspire to belong to. To their effect we have three distinct social classes. They are the upper class, middle class, and the lower class. Culture Culture represents the overall social heritage a distinctive form of environmental adaptation by a whole society of people. Culture refers to all the symbol and behavioural pattern, which are passed on socially from one generation to the next. Psychological Factors A. Motivation All behaviour starts with a need security. Social acceptance and prestige are examples of needs. A need must be aroused or stimulated before it becomes a motive. Thus a motive is a need that individual to seek satisfaction. B. Perception: Perception is the process by which an individual selects, organises, and interprets information inputs to create a meaningful picture of the world. To perceive is to see, to hear, to touch, to taste, to smell and to sense something in our environment and to final meaning in that experience. Attitudes: Attitude is a state of mind or feeling. It includes a predisposition to behave in some way. Attitudes govern our response to a stimulus and lead us to certain behaviour resulting in action. Attitudes indicate our position in favour or against an issue.

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NATURE AND CHARACTERISTICS OF INDIAN CONSUMERS


Understanding of marketers and its wide dimensions is very important to a marketing decision maker. It has been observed that consumer differ widely in terms of space (geographic separation of parties), time (time lag between production and consumption due to geographic separation), perception (knowledge/ignorance of consumer about supply sources and of producers about consumer location and behaviour), value separate value to the goods and services involved in the exchange), and ownership (transfer of ownership). A process of market segmentation will help the marketer in understanding the wide dimension of the market It is important for marketers of Indian firms to understand the Indian market and its characteristic so as to enable him to take a crucial marketing decision relating to products, price, promotion and distribution. There are some characteristics features of Indian consumers given below based on which market segmentation can be done:a. Geography; - Indian ranks seventh in the world in terms of size. There are also various regions. Rainfall is erratic and ill distributed amongst the various regions. Climate in terms of temperature is also varied. Based on this regional and climatic variation, consumers choice decision varies in terms of their decisions related to clothing and food habits.

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b. Population: - India is one of the worlds highly populated country. Further, the distribution of population is also unequally divided amounts the states of India. Knowledge about the density of population will help the marketing executing in developing appropriate and alternative marketing strategies.

c. Urban-Rural composition; - About 80 % of Indias population is rural where as 20% is urban. However, post independence period has seen a gradual shift of people towards urbanization, during the period, the urban population increased almost four time where as rural population could double it self. This shift towards urbanization meanly due to seeking of better job prospects, higher income and consequently better standard of living.

d. Sex Composition; - With increase in education the role of woman has undergone signification changes. Today the urban house wife is an active partner and plays a major role in the purchasing decision of her family alone with her husband. Thus understanding if the sex composition helps the marketing executive to know who are likely to make purchase decisions.

e. Age: - An analysis of the Indian consumer will not be complete until urban teenagers and youth are considered. They are m ore modern, careless fro tradition and religion. They have an inclination towards the western culture and are quick to seek novelties and knew fashions. Modern products easy motivate these categories of people.

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f. Literacy level: - Depending upon the level of literacy amongst the target consumers, the marketers will have to design or suitable communication mix for promoting a particular product or services Literacy level goes long way in shaping consumer demand.

g. Linguistic diversity: - India is a multlinguistic country. There are various languages spoken varying from state to state and sometimes even within the stare. Language is a very important toll of communication with ones customer. So depending upon the target market the marketing executives have to convey their ideas.

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PRODUCT

The product is the most tangible and important single component of the marketing program. The product policy and strategy is the cornerstone of marketing mix. Without a product, there is nothing to price. If the product fails to satisfy consumer demand, no additional cost on any of the product performance in the market place.

To the marketer products are the building blocks of a marketing plan, good products are key to market success, product decisions are taken first by the marketers and these decisions are central to all other marketing decisions such as price, promotion and distribution. Product is the vehicle by which a company provides consumer satisfaction. It is the engine that pulls the rest of the marketing program. Products fill in the needs of society. They represent a bundle of expectations to consumers and society.

Importance of Marketing 1. Marketing helps in revenue earnings. 2. Marketing benefits business enterprise. 3. Marketing facilitates proper decision making. 4. Marketing encourages innovation and change. 5. Marketing helps in economic development. 6. Marketing bridges the gap between the producer and consumer.

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What is a product?

The product is a bundle or all kinds of satisfaction of both a material and non-material kinds, ranging from economic utilities to satisfaction of a social psychological nature.

A product supplies two kinds of utilities Economic utility Supplementary utility

The four elements of marketing mix Product mix Price mix Distribution mix Promotion mix Product mix Product is the thing possessing utility. It has four components: Product range Service after sale Brand Package

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The product management evolves product mix in consultation with marketing manager. Price mix Price is the valuation placed up on the product by the offerer, it has to cover pricing, discounts, allowances and terms of credit. It deals with price competition.

Place (distribution) mix

Distribution is the delivery of the product and right to consume it, it includes channels of distribution, transportation, warehousing and inventory control.

Promotion Mix

Promotion is the persuasive communication about the product by the offerer to the prospect. It covers advertisement, personal selling, sales promotion, publicity,

exhibition and demonstrations used in promotion largely it deals with non-price competition.

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The four elements of marketing mix are equally interdependent and essential. The marketing mix acts as the integrated marketing strategy and the four elements together constitute the marketing strategy individually the four elements are important but their significance lies in the proper mix or blend indicating the unique way they are combined as careful plan or strategy to meet competition in a dynamic marketing environment. For one market segment we have a typical marketing mix. The

decision on the four element of marketing mix must be properly co-ordinated and balanced in order to achieve an optimum marketing mix.

PRICE Introduction:

Pricing decisions have strategic importance in any enterprise. Pricing governs the very feasibility of any marketing programme. Because it is the only element in a marketing mix accounting for demand and sales revenue. Other elements are cost factors; Price is the only variable factor determining the revenues or income. A variety of economic and social objectives came into prominence in many pricing decisions.

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What is pricing? Economist defines price as the exchange value of a product or service always expressed in money. To the consumer the price is an agreement between seller and the buyer concerning what each is to receive. Price is the mechanism or device for translating into quantitative terms (Rupees & Paisa) the perceived value of the product to the customer at the point of time. We can define price as the money value of a product or service agreed upon in a market transaction. We have a kind of price equation, Where: Price (money) =Physical product + bundle of expectation OR Price (money) =Bundle of satisfaction. The consumer has numerous expectations such as accessories, after sales service, replacement parts, technical guidance, extra services, credit and many other benefits (physical, economic, social and psychological benefits) any change in the price will also bring about alterations in the satisfaction side of the equation.

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Importance of pricing:

Price is a matter of vital importance to both the seller and the buyer in the market place. In money economy, without prices there cannot be marketing. Price denotes the value of a product or service expressed in money. Only when a buyer and the seller agree on price, we can have exchanges of goods and services leading to transfer ownership.

In competitive market economy prices is determined by free play or demand and supply and demand conditions. The going market price acts as a basis for fixing the sale price. Rarely an individual seller can dishonor the current market price.

Pricing decision interconnect marketing actions with the financial objectives of the enterprise. Among the most important marketing variables influenced by pricing decisions are:-

Sale volume Profit margins Rate of return on investment Trade margins Advertisement and sales promotion Product image New product development

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PLACE (DISTRIBUTION) Meaning & definition:Distribution means to distribute, spread out or disseminate. In the field of marketing, channels of distribution indicate routes or pathways through which goods and services flow, or move from producer to consumers.

We can define formally that the distribution channel as a set of marketing institution participating in the marketing activities involved in the movement or the flow of goods services from the primary producer to the ultimate consumer.

Marketing institutions considered as channel components are:1. All kinds of merchants middlemen, such as wholesaler and retailers. 2. All kinds of agent middlemen, such as commission agent, factors, brokers, ware housekeepers and so on. 3. All other facilitating agencies such as common carriers, bankers, advertising agencies and so on.

The route or channel includes the manufacturer and the ultimate consumer as well as all intermediaries.

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Middlemen in distribution There are two types of middlemen in distribution. 1. Merchant middlemen buy and sell goods on their own account and at their own risk of loss, e.g.: wholesalers and retailers.

2. Agent middlemen who do not take ownership title to goods but actively negotiate the transfer of ownership right from the seller to the buyer, eg: selling commission agent or broker.

In the channel management, a manufacturer has to take three decisions: i. Selection of general channel of distribution to be adopted ii. Number of middlemen at each level in each market iii. Selection of particular middlemen for selling goods with or without any exclusive rights of distribution.

Distribution of industrial goods Compared to other products, industrial goods have less number of channels of distribution in India, they are more or less fixed pattern. Industrial marketers expect much greater sales effort from the channel members. Physical distribution to ensure adequate customer service at reasonable cost assumes unique importance in the industrial market.

The production department is keen on regular and quick delivery of industrial goods. The channel of distribution for industrial goods has to be selected by the marketers. There are normally three channels through which the industrial goods are distributed. They are:-

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1. Sales branch 2. Sales agents 3. Industrial distributors

Channels of distribution

The most common routes used for bringing the products in the market from producer to consumer are as follows:1. Manufacturer = consumer 2. Manufacturer-Retailer-Ultimate consumer 3. Manufacturer-wholesaler-retailer-consumer 4. Manufacturer-agent-wholesaler-retailer-consumer 5. Manufacturer-wholesaler-consumer/user

Channel choice The problem of selecting the most suitable channel of distribution of a product is complex, the fundamental factor for channel choice and channel management is economic criteria viz: cost and profit criteria. Profit organizations are primarily interested in cost minimization in distribution and assurance of reasonable profit margin. However channel decision is not made entirely on the basis of rational economic analysis. We have to consider a number of factors such as the nature of the product, market trends, competition outlook, pricing policies, typical consumer needs as well as needs of the manufacturer himself.

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PROMOTION Broadly speaking promotion means to push forward or to advance an idea in such a way to gain its acceptance and approval. Promotion is any communicative activity whose main object is to move forwards the product, service or idea in a channel of distribution. It is an effort by the marketer to inform and persuade buyers to accept, resell, recommend and use the article, service or idea which is being promoted. Promotion is a form of communication with an additional element of persuasion. The promotional activity always attempts to affect knowledge, attitudes preferences and behaviours of the recipients i.e. buyers. The element of persuasion to accept ideas, product, services, etc is the heart of promotion.In any exchange activity, communication is absolutely necessary. You may have the best product, package and so on. It may have fair price. But people will not buy your product, if they have never heard of it, and they are simply unaware of its existence. The marketer must communicate to his prospective buyer and provide adequate information in a persuasive language. People must know that the right product is available at the right place and at the right price; this is the job of promotion in marketing. What is Promotion? Promotion is a process of marketing communication involving information, persuasion and influence. Promotion has three specific purposes. It communicates marketing information to consumer, users and resellers. Promotion persuades and convinces the buyer and enters into consumer behavior. Promotional efforts act as a powerful tool of competition providing the cutting edge of its entire marketing programme. Marketers have adopted a communication view of their firms

promotional activities. Receiver is now regarded as an active participant in the process of communication. All marketing communications must be planned as part of the total system, not as independent pieces. The communication or promotion mixes four ingredients viz: Advertising Publicity Personal selling All forms of sales promotion

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What is advertising? Advertising can be defined as mass, paid communication of goods, services or ideas by an identified sponsor. It is paid form of communication because the advertiser has to pay for the space or time in which the advertisement appears. Advertisement appears in the recognized media, such as newspaper magazines, radio, television, cinema, films outdoor hoardings and posters direct mail and transit. Advertising purposes Marketing plans and strategies sets advertising purposes and tasks. Most advertising attempts to simulate sales to all customers.

Advertising has other purposes as well, it is used to reassure buyers that they have really made the best purchase thus advertisement can build up brand loyalty. Advertising can enhance the morale of the sales people and dealers thereby securing enthusiastic distribution of the products. Advertising is also employed to promote the bright image of the firm in the society.

Customer Responses: The major segmentation variable for customer market are geographic (nation, state, country, city), Demography (Age, Religion, Generation, Nationality, Social Class), Psychographic (lifestyle and personality) and behavioural (Occupation, benefits, uses, status, user age, rule, loyalty and status attitudes). Consumer Behaviour: The term consumer behaviour refers to the behaviour that consumer displays in reach for purchasing using, evaluating and disposing of product and service that they expect will satisfy their needs.

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CONSUMER RESEARCH: Consumer research is the methodology used to study consumer behaviour consumer research offer a set divers to identify consumer needs it is used to identify both felt and unfelt needs, to learn how consumers. Perceive product and brands and stores. What their attitudes are before and after promotional campaigns and how and why they make their consumption decision.

CONSUMER SATISFACTION: Satisfaction is an important element in the evaluation stage. Satisfaction refers to the buyers state of being adequately rewarded in a buying situation for the sacrifice he has made one the customer purchase and use the product they may then become either satisfy or dissatisfied. The result of satisfaction to the consumer from the purchase of the product or service is that more favourable post-purchase attitude, higher purchase intentions and brand loyalty are likely to be exhibited that the same behaviour is likely to be exhibited in a similar purchasing situation. The term Customer is a typically used to refer to some one who regularly purchase from a particular store or company. Customers are people who are happy with the product and service and are willing to come back and pay for it again.

Today the firms aim to give satisfactions to the customer through marketing concepts. The firm tries to help the buyers in solving the problem than competitors. The marketers must see that consumers with purchasing power constitute a potential buyers are identified. It is essential for the marketer to carry out the business in such a way that they give satisfaction to carry out the business in such a way that they give satisfaction to consumers needed.

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CONCEPT AND NEED FOR STUDYING CUSTUMER BEHAVIOUR:

Customer behaviour can be said to be the study of how individual make decision on how to spend their available resource (time, money, effort) on various consumption related items. This simple definition of customer behaviour tells the marketers to resolve every activity around the ultimate customers and gauge their behaviour b specifically focusing on;

Who buys products or services? How do they buy products or services? Where do they buy them? How often do they buy them? When do they buy them? Why do they buy them? And How often do they use them?

These questions will help in understanding better what factors influence the decision making process of the customers. The decision making process identifies the number of people who are involved in this process and describes a role to them like the uses, decides, influence and buyers.

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CUSTOMER SATISFACTION: All business firms have realized that marketing is a core element of management philosophy and key to its success lies in focusing more and more in the customer. That is, it will be the customer who will decide where the firm is heading. Thus the challenge before the marketer is to ensure that they should satisfy every customer.

Why to Measure Customer Satisfaction?


In todays competitive environment, every organization is trying to attract the customers by assuring highest degree of satisfaction. Satisfied customers are the main determinants of success or failure of the business of an organization. Customer satisfaction is measured in subjective as well as objective terms, to know that up to what extent the organizations business processes and products are able to satisfy the customers.

Customer satisfaction measurement helps the organization to know:


How well are the products and services able to meet customer needs and expressions? How well is the business process working? Where to make the changes to improve the performance of product or process? What is the effect of the changes made for improvements?

Customers', who are satisfied, come and continue to buy the products and services of the organization. They also recommend the products to other buyers . Acute measurement of customer satisfaction helps in identification of the gap between the customer expectations and real performance of the product supplied by the organization. If the customers are not satisfied with the products and services of the organization, the reasons for dissatisfaction are identified and timely corrective and preventive action is taken to meet the customer expectations.

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EXPECTATION: Consumer expectations though may look realistic is very often build upon very high platform. Then the quality of the product or service may not match the expectations. This again will affect the consumer satisfaction level. So as to reduce the level of dissatisfaction among the customers, the marketing decision maker could adopt an approach wherein he can classify market in relation to the degree of opportunity to deliver customer satisfaction. WORKING TOWARDS ENHANCING CUSTOMER SATISFACTION: In the existing business environment markets are turbulent & customer needs fast changing, companies should opt for ways to add value for their customer by offering products or services just the way they want it. When the customer have to choose from a large & be wildering number of options, features, pricing structures & delivering methods, offering a unique product to every individual customer will go a long in adding value to customer decision making process. Customer satisfaction is continued process which does not begin or end with a purchase. It covers with the ownership experience from relating a product, to purchase, through after case to repeat purchase. Clearly there are three phases in the customer satisfaction process, namely. 1. Pre-sales: During this stage the customers experience are developed through the various information sources like advertising, word of mouth & so on. 2. During Sales; When the customer is engaged in experiencing on how to deal with inquiries and sell products.

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3. The after sale period; This refers to the period when the customer has started during the product. The customers expectations & their experience will together determine the level of satisfaction. FEED BACK: Many of the companies are entrusting their customers to give a feedback & use this as a means of maintaining regular contact & dialogue, having realized the importance of obtaining a feedback from the consumers. Rather than avoiding comment, companies are encouraging their customers to talk, as mentioned above, feedback helps the market firm to get an idea of the customers view point on their product or services and more important is that this information will help them to take action and deal with any problem immediately. PLANNING PROMOTIONS TO BENEFIT THE CONSUMER: Promotions, which deliver value, will go a long way in building customer franchise; marketers must work out different promotions to attract various kinds of customers. Make use of lose of more for less to attract the promise could buyer who switch brands frequently, here the opportunity of getting a bargain will prove to be a source of value for the customer. Reward the regular buyers with a lower price during certain months of the year; here the marketer must make effort to convey that there few promotion offers are exclusively meant for their regular buyers only. Offer lesser prices and communicate a feeling of protecting them against inflation, this gesture will ensure that the consumers will remember the value of getting the same for a lower price especially when the value of money is corded by rising prices.

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When prospective consumers are postponing their purchase decision especially seen in the core of consumer durables promotions in the form of discounts, freebies etc. could motivate them to take the decisions more quickly.

SOURCES OF CUSTOMER DISSATISFACTION: Very often customers dissatisfaction may occur on account of discrepant expectations and realizations, at times the nature of expectations may be ambiguous, such situations of ambiguity may be occur in various ways: Lack of experience with an existing product. The product under consideration may be a new product or an innovation. For instance doing marketing over the internet. While making the purchase decision, the service may not be physically present as in the case when placing orders over telephone for in home tele-shopping. The quality of service varies spontaneously. For instance, not all tailors cut and stitch in the same style or way and also neither does the same tailor perform the same way at different times?

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DEALING WITH CUSTOMER COMPLAINT:

A market who has understood the specific service requirements of an individual customer will be in a position to make and offer a matching product; however given the nature of service, it may be at times, difficult to ensure a zero-defect operation in implementing a service. This may result in customer dissatisfaction and probably him or her leading a complaint. However firm and marketers must realize tat customer complaints must be considered as eye openers for providing opportunities for improving the relationship between the customer and the firm. This is possible if the complaint is handled well more specifically by the firm.

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TITLE OF THE PROJECT

A project on customer satisfaction towards Bajaj Discover at Varadha enterprises, Bangalore

STATEMENT OF THE PROBLEM

The research problem selected for the analysis entitled customer satisfaction towards Bajaj Discover at Varadha enterprise Bangalore. This topic is selected because Bajaj Discover is one of the largest selling two wheeler in India and to know the strength and weakness of this two wheeler.

SCOPE OF STUDY
The area of is limited to the segment selected within the town of Bangalore, Karnataka. Further scope is narrowed down only to the study of the identified segments.

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OBJECTIVES OF THE STUDY To measure how the customer preserves your performance against men requirements comparing that of your competitors. To understand dissatisfaction of customers To make the necessary product, services or organizational changes to achieve the ideal level of service. To make necessary suggestions based on the findings.

TYPE OF RESEARCH
The present study is diagnostic descriptive type of research, which focus in the impact of customer satisfaction towards Bajaj Discover at Varadha enterprises.

TOOLS OF DATA COLLECTION


The information relevant for the study is drawn from secondary data which alone is not sufficient primary data is collected through to conduct the study successfully.

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METHODS OF DATA COLLECTION


Primary data The primary data used for the purpose of preparing questioner and distributing it to the customers of the Bajaj Discover. Secondary data Secondary data was collected by the following means: Refers of newspaper Magazines Website Various types of advertisements

PLAN OF ANALYSIS

Raw primary data has been collected with the help of questioner. The raw data has been with the help of table. Conclusion have been drawn which is followed by recommendation and suggestions, keeping the objectives in mind through out of the study.

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LIMITATIONS OF THE STUDY


The research does not cover the whole market of Karnataka. The bias of the respondents may pose as a limitation of the study. The sample size was confined to hundred respondents keeping in view time and cost constraints. The survey was conducted only in urban sectors respondents. Thus it cannot be generalized. Due to constraints in depth research work could not be carried out.

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INDUSTRY PROFILE

INDUSTRY PROFILE
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HISTORY OF INDIAN TWOWHEELER INDUSTRY


India is the second largest manufacturer and producer of two wheelers in the world. It stands next only to Japan and China in terms of the numbers of two-wheelers produced and domestic sales respectively. This distinction was achieved due to variety of reasons like restrictive policy followed by the Government of India towards the passenger car industry, rising demand for personal transport. Inefficiency in the public transportation system etc;

The Indian two wheeler industry made a small beginning in the early 50s when automobile products of India (API) started manufacturing scooters in the country. Until 1958, API and Enfield were the sole producers. In1948. Bajaj Auto began trading in imported Vespa scooters and three wheelers. Finally, in 1960, it setup a shop to manufacture them in technical collaboration with Piaggio of Italy.

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In the initial stages the scooter segment was dominated by API: it was later overtaken by Bajaj Auto. Although various government and private enterprises entered the fray for scooters, the only new player that has lasted till today is LML. The motorcycles segment was no different, with only three manufactures viz Enfield, Ideal Jawa and escorts. While Enfield bullet was a four stroke bike, Jawa and the Rajdoot were two-stroke bikes. The motorcycle segment was initially dominated by Enfield 350 cc bikes and Escorts 175 cc bike. The two wheeler market was opened to foreign competition in the mid-80s. And the then market leaders-Escorts and Enfield- were caught unaware by the onslaught of the 100cc bikes of the four Indo Japanese joint ventures. With the availability of fuel efficient low power bikes, demand swelled, resulting in Hero Honda then the only producer of four stroke bikes (100cc category), gaining a top slot. The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and Hero Honda brought in the first two-stroke and four-stroke engine motorcycles respectively. These two players initially started with assembly of CKD kits, and later on progressed to indigenous manufacturing. In the 90s the major growth for motorcycle segment was brought in by Japanese motorcycled, which grew at a rate of nearly 25 % CAGR in the last five years. The industry had a smooth ride in the 50s, 60s and 70s when the Government prohibited new entries and strictly controlled capacity expansion. The industry saw a sudden growth in the 80s. The industry witnessed a steady growth of 14 % leading to a peak volume of 1.9 vehicles in 1990.

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The entry of Kinetic Honda in mid eighties with a variomatic scooter helped in providing ease of use to the scooter owners. This helped in inducing youngsters and working women, towards buying scooters, who were earlier, inclined towards moped purchases. In the 90s, this trend was reversed with the introduction of scooters, In line with this; the scooter segment has consistently lost its Part of the market share in two wheeler market. In 1990, the entire automobile industry saw a drastic fall in demand. This resulted in a decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn vehicles. Barring Hero Honda, all the major producers suffered from recession in FY93 and FY94. Hero Honda, showed a marginal decline in 1992.

The reasons for recession in the sector were the incessant rise in fuel prices, high input costs and reduced purchasing power due to significant rise in general price level and credit crunch in consumer financing. Factors like increased production in 1992, due to new entrants coupled with the recession in the industry resulted in company either reporting losses or a fall in profits.

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THE MAJOR PLAYERS IN THE INDUSTRY: 1. Hero Honda 2. Bajaj Auto 3. TVS Suzuki 4. Yamaha India 5. Honda

HERO HONDA: This is in collaboration with the Honda Company of Japan; it was the second company to enter the Indian market in the 100 cc class bikes with the collaboration of Japan and it has a four stroke engine having a fuel efficiency advantage over the three bikes. Fill it, shut it, forget it, is the heart of the advertisement message of Hero Honda. Hero Honda is at present running the loose motor cycle market having a market share of 60%.

Hero Honda bikes available in the market; Karizma CBZ Extreme Splendor Pleasure Passion Hunk

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Bajaj Auto: Bajaj is currently India's largest two and three-wheeler manufacturer and one of the biggest in the world.

Bajaj bikes available in the market; Pulsar Platina Discover XCD Avenger

TVS MOTORS: TVS Suzuki, a leading two wheeler company began with the vision of founder of the Sundaram Clayton Group, the late T.V. SHRINIVASAN - to design, develop and produce an affordable moped for the Indian family. TVS holds a major part of the share in the automobile market in India. bikes available in the market Apache Jive Victor Scooty pep

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Yamaha Motors: It is joint venture Company formed by the alliance of Escorts limited. The flagship company of the Rs. 3600 crores Escorts group a major in the engineering industry with 19 plants employing 20,000 people in India including two wheeler business and Yamaha motor co Ltd; Japan, with Rs. 26,400 crores (Us$7.33 billion) is the global giant in two wheelers with 60 factories in 45 countries. bikes available in the market Yamaha Libero Yamaha R15 Yamaha FZ 150 Yamaha Fazer

HONDA MOTORCYCLES Honda Motorcycle & Scooter India Pvt. Ltd (HMSI) is a fully owned subsidiary of Honda Motor Company Limited, Japan. Honda is the world's largest manufacturer of two wheelers. Set up in 1999, it was the fourth Honda automotive venture in India, after Hero Honda, Kinetic Honda Motor Ltd and Honda Siel Cars India Limited. Headquarters of the company are located at Gurgaon in Haryana state of India. In December 2002, HMSI got ISO 14001 certification Honda Brands

Honda Aviator Honda Activa Honda Dio Honda Eterno Honda Unicorn Honda Shine

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COMPANY PROFILE
The Bajaj Group came into existence by Jamanalal Bajaj, founder of the Bajaj Group, during the turmoil and the heady euphoria of India's freedom struggle. The integrity, dedication, resourcefulness and determination to succeed which are characteristic of the company today, are often traced back to its birth during those long days of relentless devotion to a common cause.

Kamalnayan, the eldest son OF Jamanalal Bajaj, succeeded his father in 1942, at the age of twenty-seven. Putting the Nation before business, he devoted himself to the latter only after India achieved independence in 1947. But when he did so, he put his heart and soul into it. Within a short while, he not only consolidated the Group, but also diversified into various manufacturing activities, elevating the Group to the status it enjoys till this day.

Rahul Bajaj today heads the Group. He has been the Chief Executive Officer of Bajaj since 1968 and is recognized as one of the most outstanding business leaders in India. As dynamic and ambitious as his illustrious predecessors, he has been recognized for his achievements at various national and international firms.

Bajaj is currently India's largest two and three-wheeler manufacturer and one of the biggest in the world. Bajaj has long left behind its annual turnover of Rs. 72 million (1968), to currently register an impressive figure of Rs. 42.16 billion (US $936 million).

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Established in 1945, Bajaj Auto ltd. was incorporated as a trading company. Till 1959, they imported scooters and three-wheelers from Italy and sold them in India. The company got a production license in the year 1959 and fastened the technical collaboration with Italian PIAGGIO in 1960. The company started producing scooters in the year 1961 and followed three-wheelers production in 1962. Its collaboration with Piaggio expired in 1971 and since then, their scooters and three-wheelers are being sold with the brand name BAJAJ. Maharashtra Scooters Ltd., a company with 24% equity participation BY THE

COMPANY AND 27% PARTICIPATION FROM Maharashtra State Governments Western Maharashtra Development Corp. was formed in the year 1975 under the Horizontal transfer of technology policy. The first production unit is located at Satara, Maharashtra. The unit continues to collect scooters from CKDs supplied by the company. These scooters are marketed through the companys distribution network and under the companys brand name. In 1984, the second production plant was set up at Aurangabad, Maharashtra. This plant started scooter production in 1986, three-wheeler production in 1987 and scooterettes and motorcycle facilities were commissioned in 1990 & 1991 respectively. Today the company has become a market leader with annual production In excess of 1.35 million units which was about 4000 units in 1961. These days Baja Auto Lt. has started offering products in all segments (mopeds, scooters, motor cycles, three wheelers).

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GROUP OF COMPANIES:

Group comprises of 27 companies and was founded in the year 1926. The important companies in the group are:-

Bajaj Auto Ltd.,

2 and 3 wheelers

Maharashtra Scooters

2 wheelers

Bajaj Auto Finance Ltd.,

Finance Company

Mukund Ltd.,

Steel

Bajaj Hindustan Ltd.,

Sugar, Industrial Alcohol

Bajaj Electrical Ltd.,

Magnetos, Lamps, Fans and other Electrical Appliances, Dye Casting Components.

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PRODUCT LINE DEVELOPMENT:

Nov 29, 1945

Bajaj Auto comes into existence as M/s. Bachraj Trading corporation Private Limited.

1948 three

Sales in India commence by importing two and

Wheelers. 1959 -1960 : Bajaj Auto becomes a public limited company. Bhooms Pooja of Akrudi Plant. 1960-1970 1971 1972 1976 1976-1977 : : : : : Bajaj Auto rolls out 100000th vehicle. The three wheeler goods carrier is introduced. The Bajaj Chetak is introduced. The Bajaj Super is introduced. Bajaj Auto achieves production and sale of 100000 Vehicles in single financial year. 1077 1981 1985 : : : The rear engine Auto Rickshaw is introduced. The Bajaj M-50 is introduced. Production commences at Valley, Aurangabad in a record time of 16 months. 1986-1987 : The Bajaj M-80 and Kawasaki Bajaj KB100 Motorcycles are introduced. 500000 vehicles produced NDJand sold in a single financial year.

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1990 1991 1994 1994-1995 this

: : : :

The Bajaj Sunny is introduced. The Kawasaki Bajaj 4S Champion is introduced. The Bajaj Classic is introduced. One million more vehicles produced and sold in

financial year. 1995 : Agreements signed with Kubota of Japan for the development of diesel engine for three-wheeler and with Tokyo R&D for non geared scooter and moped development.

1997 Auto

The Kawasaki Bajaj Boxer and the R.E. diesel

Rickshaw are introduced. 1998 : June 7th Kawasaki Bajaj Caliber Roll out of waluj. July 25th legend, Indias first four stroke scooter rolls out Oct 1998 1999 record time of 12 months. : : Spirit Launched. Caliber motorcycle notches up 100,000 sales in of Akurdi.

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2000 2004 2006 2007-08

: : : :

The Bajaj Safire is introduced. Boxer, Introduced pulsar 150 and 180 Discover DTS-I and pulsar DTS-i

Pulsar 200 cc DTS-I, Pulsar 220 cc- DTS-fi, XCD 135 DTS-si,

2008-09 2009-10

: :

New Variants of Pulsar introduced New model of Pulsar Pulsar 135 is introduced

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AWARDS:
Bajaj has several national and international awards in recognition to their corporate excellence. Here are some significant milestones. ISO 9002 certificate awarded by the bureau verities quality inter national (BVQI) to the moped & motor cycle. ISO 14001 certificate awarded by the bureau verities quality inter national (BVQI) to the moped &motor cycle. ISO 9001 certificate awarded to the Akurdi plant by the (BVQI) in 1997. Best productivity performance awarded for the automobile industry (1992-94) awarded by National productivity council. Export excellence trophy (1993-94) awarded by the engineering export promotion council. National awarded for outstanding export performance (1994-95) awarded by the ministry of commerce, Government of India.

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GLOBAL PRESENCE
Distribution network covers 50 countries 250,204 units exported in 2005-06 Dominant presence in Sri Lanka, Colombia, Bangladesh, Mexico, Central America, Peru and Egypt. Largest exporter of three-wheelers; over 75,297 units exported in 2005-06.

ACCOMPLISHMENTS
Bajaj Auto continued to be Indias largest exporter of two and three wheelers, during 2005-06, it exported 250,204 two and three- wheelers---- which represented a growth of27 percent over 2004-05. Experts now constitute 11 percent in volume terms and 12 percent of its value of net sales.

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DEALER PROFILE:

Company Name

VARADHA ENTERPRISES

Established

2004

Registered Office

NO.1887|1,4th cross, HENNUR MAIN ROAD. St.THOMAS TOWN POST, KACHARAKANAHALLI, BANGALORE 84

SHOW ROOM DETAILS


Varadha enterprises was started in 2004 by A. Baranidaran on Hennur main road. The company has a total of 13 employees including 5 mechanics who takes care of the after sales servicing of the bikes. The showroom sells anywhere from 50 to 100 bikes a month and is the main distributor of pulsar bikes in Hennur. The main strengths of the show room are 1) The location of the showroom is ideal 2) Little competition from other dealers 3) Good prices and good after-sales services

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PRODUCT PROFILE BAJAJ PULSAR:


Pulsar - the great Bajaj Pulsar has the reliable technology and superior parts, it keeps going on and on, in the harshest road of all life. Pulsar is the bike manufactured by Bajaj which gives the good mileage and it is stylish bike. It is all set to redefine existing standards with its looks and new riding experience. And to top it all, an unbelievable mileage and performances standards that you can only expect from Bajaj Pulsar. The Pulsar is a tough and sleek 4 stroke machine. Crafted with the best of Bajajs companies world wide technology. Each part, right from the engine to the body frame is designed to withstand the rough and tough conditions. Be it in the streets or on the highway. PULSAR is not the ordinary bike; it comes as a big surprise. To those who name resigned to the fact that present full size bike do not satisfy their basic needs of riding comfort, loading capacity and better fuel efficiency, PULSAR is a big surprise as it has got. Generation next technology included in the package of the equipments of this high flying bike is the revolutionary digital biking. Digital biking is the combination of various advanced systems like digital CDI, TRICS lll and Digital Twin Spark ignition (DTSi). Its highly masculine outlook with sporty, dashing structure gives the complete satisfaction of dare riding. Bajaj Pulsar enables its rider to tackle the situation of overcrowded street due to the presence of 17 alloy wheels with 1330 mm wheelbase.

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Its comfort statement includes front telescopic suspension, Nitro X Nitrogen assisted rear gas shockers with triple rated spring. Due to these comfort features, this bike is highly accommodative in any terrain. Feeling of proper riding is provided by different high end features like improved clutch, cylinder head with Roller Rocker Arms, optimized intake and exhaust systems & new valve timings. Its advanced exhaust TEC (Torque Expansion Chamber) technology ensures the higher performance at lower rpm.

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PULSAR 180 DTS-i

This bike comes with the power of 16.5 bhp (12.28 kW) @ 8000 rpm and torque of 15.22 Nm @ 6000 rpm. Its engine capacity is 180 cc.

Bajaj Pulsar 180 DTSi gives superior performance, has a great lineup of standard equipments and overall looks good too. This is one of the most visible motorcycles on Indian roads. The alternatives for this bike are HH Hunk/CBZ Xtreme/Achiever, TVS Apache RTR, Honda Unicon.

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Bajaj Pulsar Bajaj Pulsar 180 DTS-i Technical Specifications:

Engine Type Displacement (cc) Maximum Power Maximum Torque Dimensions: Wheelbase (mm) Kerb Weight (Kgs) Suspension: Front Rear

Air-cooled, 4-stroke DTS-i 178.66 cc 17.02 @ 8500 rpm 14.22 Nm @ 6500 rpm 1345 147 Telescopic, 130 mm stroke Triple rated spring, 5 way adjustable with 101 mm travel Nitrox shock absorbers

Brakes: Front Disc Rear Drum Tyres: Front Rear Electricals: Battery Head Lamp (Low/High Beam Watts) Fuel: Tank Capacity Reserve

260 mm Disc 130 mm Drum 90/90 x 17 Tube 120/90 x 17 Tube 12V Full DC 35W / 35W with 2 Pilot Lamps

15 Ltrs 3.2 Ltrs (2 Ltrs Usable)

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PULSAR 150 DTS-i Its engine delivers maximum output of 13.5 bhp (9.94 kW) @ 8000 rpm and performance of 12.28 Nm @ 6500 rpm. Its engine capacity is 150 cc. The Bajaj Pulsar is the first bike in India which came in direct competition with the Hero Honda CBZ. Later Bajaj introduced Pulsar 150 cc DTS-I with digital twin spark ignition and till today Pulsar is one of the most sought after bike in the 150 cc segment. It has definitely won over other bikes, but let us justifies its triumph.

The engineers at Bajaj realized the fact that there is no beauty and only brawn; it is not going to sell in the Indian market. Claimed to be designed and developed in Japan, this bike does have a head turning looks. The most noticeable feature of this bike is the tank. Big tanks give a big bike feel, and when Pulsar was introduced, it had one of the biggest tanks in India.

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Engine The new Pulsar's 150cc engine delivers a power output of 13.10bhp at 8000 rpm. It has a wonderful pickup clocking 0-60kmph in 5.66 seconds. It produces a maximum torque of 12.28 Nm @ 6500 rpm. The Pulsar engine remains relatively smooth but when pushed hard it does lose some of its smoothness. Also at low speed and at low momentum the Pulsar engine does feel a bit lumpy. Compared to the other 150-160 cc bikes, the Pulsar 150 DTSi can be described as the "Jack of all trades" that doesn't quite excel in any particular parameter but has a lot of decent features.

Design And Comfort As part of its 2009 pulsar series, Bajaj has added few new features to its flagship product pulsar 150cc. The new pulsar 150cc gets tank scoops borrowed from the pulsar 200cc. The decals on the tank is large and stlyish. It also gets full black theme from engine to alloy wheels to shock absorber. Pulsar 150cc also gets a powerful headlamp which now gets power directly from the battery. However the engine remains unchanged, the transmission is slick and precise. Heel and toe lever gives pulsar 150cc an attractive look. But the rattles and squeaks are still not sorted which will be quite evident in any test ride. The headlight comes with city lights or tell-tale lights which are a value addition to its looks. The tail part of the bike is nicely designed. The new razor sharp rear light definitely adds to the uniqueness of Bajaj Pulsar.

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Ride And Handling Riding position on the Pulsar 150 DTSi is much sportier as compared to other bikes. The quality of the ride is the best among the 150 cc bikes, thanks to its plush shock absorbers. Even the handling is not too bad on the 150 Pulsar DTSi, except that the shock absorbers are set to pamper your back rather than attacking the race tracks. The clutch works perfectly but the gearbox still needs a bit of improvement. It hits a top speed of 108kmph.

Variants And Color New Pulsar 150 comes in 4 different colors: Black, Blue, Red, and Silver

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Technical Specifications of Pulsar 150 DTSi

Engine Type Displacement Max. Power Max. Torque Suspension Front Suspension Rear Suspension Brake Front Rear Tyre Front Tyre Rear Tyre Dimensions Wheelbase Kerb Weight Electricals Battery Head Lamp Fuel Tank Capacity Fuel Capacity 15 ltrs 12V Full DC 35/35W with 2 pilot lamps 143 kg 1320 mm 90/90 x 17- Tube 100/90 x 17 - Tube 240mm, Disc Brake 130mm, Drum Brake Telescopic, 130mm Stroke 5-Step Adjustable Canister 4-Stroke, DTSi, Air Cooled 149.1 cc 14.09 PS @ 8500rpm 15.22 Nm @ 6500rpm

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PULSAR 135 DTS-i Bajaj Pulsars another commuter variant to have graced the Indian tarmac is the elegant 135 cc four valve DTS-i engine and being a light sports bike, it has both the power and agility to let you weave your way through the city traffic, effortlessly

Stylish petrol tank flap along with air scoop New silencer with ExhausTEC technology Split seat that provides better sitting space Is very light weight Delivers the maximum power of 13.5 PS Constant velocity carburetor

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Bajaj Pulsar 135LS Specifications:


Engine Type Displacement (cc) Max. Power (Ps @ RPM) Max. Torque (Nm @ RPM) Starting Suspension Front Rear Brakes Front Rear Tyre Front & Wheel Size Rear & Wheel Size Fuel Tank Total litres (reserve, usable) Electricals System Headlamp (Low/High Beam- Watts) Dimensions Wheelbase Ground clearance Kerb Weight Key Features Auto Choke Clip-on handle bar Speedometer Tachometer Fuel gauge Tripmeter Wheel type 4 stroke, air cooled, 4-valve, single cylinder, SOHC, DTS-i 134.66cc 13.5 @ 9000 rpm 11.4 @ 7500 Kick + Self start Telescopic Front Fork with antifriction bush (Stroke 130) Trailing arm with Co Axial Hydraulic cum Gas filled adjustable Shock Absorbers and Triple rate Coil Spring Disc (Diameter 240 mm) Drum (Diameter 130 mm) Tubetype Unidirectional 2.75 x 17 & 1.4 X 17, 5 Spoke Alloy Tubetype Unidirectional 100 / 90 x 17 & 2.15 X 17, 5 Spoke Alloy Capacity : 8 litres, Reserve : 2.5 litres (1.6 litres usable) 12 V Full DC 35/35 W with 2 pilot lamps 1325 (mm) 170 mm 122 Kg Yes Yes Digital Digital type with analog display Digital Digital Alloy

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

High Oil Temperature indicator Low Battery Voltage indicator Choked Air Filter indicator Low Engine Oil Level indicator

Bajaj Pulsar Bajaj Pulsar 220 DTS-i Technical Specifications:


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Engine: Type Displacement (cc) Valve Per Cylinder Carburetor Maximum Power Maximum Torque Bore x Stroke (mm) Compression Ratio Staring Transmission: Clutch No. Of Gears Gear Shift Pattern: Chassis: Type Dimensions: Wheelbase (mm) Height (mm) Length (mm) Width (mm) Ground Clearance (mm) Saddle Height (mm) Kerb Weight (Kgs) Suspension: Front Rear Brakes: Front Disc Rear Disc Tyres: Front Rear Electricals: Battery Head Lamp Low Head Lamp High Tail / Stop Lamp

Air-cooled, 4-stroke Single Cylinder 220 cc 2 UCAL UCD 32 21.04 @ 8500 rpm 19.12 Nm @ 7000 rpm 67 x 62.4 9.5 : 1 Electric Wet Multiplate 5 1-down, 4-up Double Cradle Down Tube 1350 1165 2035 750 165 795 150 Telescopic, 130 mm stroke Nitrox, with 90mm travel 260 mm Disc 230 mm Drum 90/90 x 17 Tubeless 120/80 x 17 Tubeless 12V, 9 Ah, Full DC Projector Lamp, 55W Ellipsoidal Lamp, 55W LED Type

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UPCOMING MODELS OF BAJAJ PULSAR

BAJAJ PULSAR 200 DTS I


Its unlike any motorcycle youve ever seen before. Sleek yet powerful, the new PULSAR 200 comes loaded with lots of features: , stylish fuel tank, classy taillight, combination meter panel .

The easy riding and fine handling makes the new PULSAR 200 IS the ultimate in pleasure commuting. With spacious seating, long stroke - front and rear suspension and powerful brakes, it makes riding on both city streets and highways more enjoyable than ever. This model aims on catching the attraction of the young generation . Dual disc brakes Powerful 220 cc engine Fuel injection technology

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ANALYSIS AND INTERPRETATION

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The analysis has been done based on detailed questionnaire There are two types of analysis done in the 1. CODING AND TABULATION 2. GRAPHICAL REPRESENTATION

1. CODING AND TABULATION

Tabular representation is the systematic representation of data in rows and columns through tables a table makes the data more clear and it enable the reader to make quick comparison

2. GRAPHICAL REPRESENTATION DIAGRAMS (a) Bar diagram


The Bar or column diagram consists of repeated bar or column bar being rectangle of equal width the bar can be vertical or horizontal the width of the bar should be uniform throughout the diagram the gap between one bar and another is uniform throughout.

(b) Pie diagram


If you want to show an aggregate and its division into various parts a circle maybe drawn and divided into various sectors, each sector represents each division, since full angle of 360 degree around the centre of the circle represents the old data (i.e. 100%) each sector will have angle at the centre got by the formulae.

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TABLE 4.1

TABLE SHOWING THE PROFILE OF THE RESPONDENTS BASED ON THEIR AGE.


SAMPLE SIZE 100

SL NO

AGE

NO OF PERCENTAGE RESPONDENTS %

BELOW 30

80

80

2 3

BETWEEN 2050 ABOVE 50

17 3

17 3

TOTAL

100

100

ANALYSIS

From the above it can be inferred that 80% of the respondents were in the age group of below 30 years, 17% between 30-50 years, and remaining 3% were above 50 years.

FIGURE 4.1 GRAPH SHOWING AGE GROUP OF THE CUSTOMERS.


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SAMPLE SIZE 100

80 80 70 60 50 40 30 20 10 0 BELOW 30 BETWEEN 30 - 50 ABOVE 50 17 3

INFERENCE

Majority of the respondents who prefer to ride the Bajaj Pulsar are in the age group of below 30 years.

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TABLE 4.2 TABLE SHOWING THE PROFILE OF THE RESPONDENTS BASED ON THE GENDER
SAMPLE SIZE 100

SL NO

GENDER

NO OF RESPONDENTS

PERCENTAGE %

MALE

100

100

FEMALE TOTAL

0 100

0 100

ANALYSIS From the above table it can be inferred that 100% of the respondents were male.

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FIGURE 4.2 GRAPH SHOWING GENDER OF THE CUSTOMERS

FEMALE 0%

MALE 100%

INFERENCE Majority of the respondents belongs to the male group thus it can be observed that males play an important role in purchasing decision.

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TABLE 4.3 TABLE SHOWING THE PROFILE OF THE RESPONDENTS BASED ON THE OCCUPATION
SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

STUDENT

20

20

2 3

BUSINESS SERVICE

8 21

8 21

PROFESSIONAL

51

51

TOTAL

100

100

ANALYSIS From the above table it can be inferred that 20% of the respondents were students, 8% of the respondents were business while 21% belongs to the service sector and 51% belonging to the professionals.

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FIGURE 4.3 GRAPH SHOWING OCCUPATION OF THE CUSTOMERS

60 50 40 30 20 10 0 STUDENT BUSINESS SERVICE 20 8 21

51

PROFESSIONAL

INFERENCE

Majority of the respondents belongs from Professional group as an occupation.

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TABLE 4.4 TABLE SHOWING THE PROFILE OF THE RESPONDENTS BASED ON THE MONTHLY INCOME.

SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

BELOW 20

49

49

2 3

BETWEEN 20-50 ABOVE 50

45 6

45 6

TOTAL

100

100

ANALYSIS From the above it can be predicted that 49% of the respondents were earning less than 20,000 per month, where 45% of the respondents were earning between 20,00050,000 and the rest of the 6% respondents were the customers earning above 50,000.

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FIGURE 4.4 GRAPH SHOWING MONTHLY INCOME OF THE CUSTOMERS

49 45 50 45 40 35 30 25 20 15 10 5 0 BELOW 20 BETWEEN 20-50 ABOVE 50 2

INFERENCE

Majority of the respondents belongs to the group where the monthly earning is below 20,000.

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TABLE 4.5 TABLE SHOWING HOW THE CUSTOMERS CAME TO KNOW ABOUT THE BAJAJ PULSAR.

SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

NEWS PAPER

15

15

2 3

MAGAZINE TV ADVT

17 30

17 30

FRIENDS & RELATIVES TOTAL

38

38

100

100

ANALYSIS
From the above data it can be represented the maximum customers came to know about the Bajaj Pulsar through their friends and relative that is 38%, and 30% respondents were got to know about Bajaj Pulsar through TV advertisements, where 17% and 15% respondents came to know about Bajaj Pulsar through magazines and news paper respectively.

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FIGURE 4.5 GRAPH SHOWING HOW THE CUSTOMERS HOW THE CUSTOMERS CAME TO KNOW ABOUT BAJAJ PULSAR

NEWS PAPER 15% FRIENDS & RELATIVE 38% MAGAZINES 17%

TV ADVT 30%

INFERENCE

Majority of the respondents came to know about the Bajaj pulsar through their friends and relatives.

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TABLE 4.6

TABLE SHOWING THE PROFILE OF THE RESPONDENTS USING THE MODELS OF BAJAJ PULSAR

SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

220 DTS-FI

2 3

135 DTS-I 150 DTS-I

9 79

9 79

180 DTS-I

10

10

TOTAL

100

100

ANALYSIS
From the above it is clear that 79% of respondents are using the Bajaj Pulsar-150cc 10% of respondents are using the Bajaj Pulsar-180cc, 9% of respondents are using the Bajaj Pulsar 135cc and only 2% of respondents are using the Bajaj Pulsar-220cc.

TABLE 4.6
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TABLE SHOWING THE PROFILE OF THE RESPONDENTS USING THE MODELS OF BAJAJ PULSAR

79 80 70 60 50 40 30 20 10 0 220 DTS-FI 135 DTS-I 150DTS-I 180 DTS-I 2 5 14

INFERENCE

Majority of the respondents using Bajaj pulsar 150cc i.e. 79% and Bajaj Pulsar 180 cc i.e. 10%.

TABLE 4.7

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TABLE SHOWING THE PROFILE OF THE RESPONDENTS WHAT MADE THEM TO GO FOR BAJAJ PULSAR
SAMPLE SIZE 100

SL NO

IMPORTANCE REASON

NO OF RESPONDENTS

PERCENTAGE %

Price

2 3

Mileage Style

6 31

6 31

Pickup

43

43

Low Maintenance Cost TOTAL

16

16

100

100

ANALYSIS
From the above table it is clear that 4% of the respondents are satisfied with the price of the Bike, 6% of the respondents are satisfied with the mileage of the Bike, 31% of the respondents are satisfied with the pickup of the Bike, 16% of the respondents are satisfied with the low maintenance cost of the Bike.

FIGURE 4.7

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GRAPH SHOWING THE PROFILE OF THE RESPONDENTS WHAT MADE THEM TO GO FOR BAJAJ PULSAR

43 45 40 35 30 25 20 15 10 5 0 4 6 16 31

PRICE

MILEAGE

STYLE

PICKUP

LOW MAINTENANCE COST

INFERENCE

Most of the respondents go for pulsar because of its Pick-Up and style.

TABLE 4.8
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ARE YOU EXPECTING ANY KIND OF MODIFICATION IN EXISTING PULSAR MODEL

SAMPLE SIZE 100

SL NO

IMPORTANCE REASON

NO OF RESPONDENTS

PERCENTAGE %

YES

40

40

NO TOTAL

60 100

60 100

ANALYSIS

According to the analysis 40% of respondents were wanting modifications in existing pulsar models. And 60% respondents were doing not want any other modification in pulsar models.

FIGURE 4.8
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GRAPH SHOWING CUSTOMERS EXPECTATION REGARDING MODIFICATION IN EXISTING PULSAR MODEL

70 60 60 50 40 40 30 20 10 0 Category 1 YES NO

INFERENCE

Majority of the respondents do not expecting any other modification in existing models of pulsar.

TABLE 4.9

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TABLE SHOWING THE CLASSIFICATION OF RESPONDENTS ON THE BASIS OF THEIR BIKES MILEAGE
SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

60 KM/LTR & ABOVE 50-60 KM/LTR 40-50 KM/LTR

2 4

14 59

14 59

BELOW 40 KM/LTR TOTAL

27

27

100

100

ANALYSIS

The graphical representation shows th7at 0% of the respondents mileage 60 km and above 60 km/ltr The 14% of the respondents bikes mileage between 50-60 km/ltr The 59% of the respondents bikes mileage between 40-50 km/ltr The 27% of the respondents bikes mileage is below 40 km/hr

bikes

FIGURE 4.9
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GRAPH SHOWING THE PROFILE OF THE RESPONDENTS ON THE BASIS OF THEIR BIKES MILEAGE

70 60 50 40 30 20 10 0 0 Category 1 60 KM/LTR & ABOVE 50-60 KM/LTR 40-50 KM/LTR BELOW 40 KM/LTR 14 27 59

INFERENCE

Majority of the respondents bikes mileage is in between of 40-50 km/ltr

TABLE 4.10
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TABLE SHOWING THE CLASSIFICATION OF RESPONDENTS ON THE BASIS OF SATISFACTION WITH THEIR BIKES MILEAGE SL NO PARTICULAR NO OF RESPONDENTS PERCENTAGE %

EXTREMELY SATISFIED SATISIFIED SOME WHAT SATISFIED NOT SATISIFIED

2 4

41 41

41 41

12

12

TOTAL

100

100

ANALYSIS

The graphical representation shows that 6% respondents were extremely satisfied with the bikes mileage The 41% of the respondents were satisfied with bikes mileage The 41% of respondents were somewhat satisfied with bikes mileage Where only 12% customers were not satisfied

FIGURE 4.10
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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

GRAPH SHOWING CUSTOMERS SATIFACTION WITH THEIR BIKES MILEAGE

45 40 35 30 25 20 15 10 5 0 EXTREMELY SATISFIED 6

41

41

12

SATISIFIED

SOME WHAT SATISFIED

NOT SATISFIED

INFERENCE

Majority of the respondents are satisfied with the bikes mileage.

TABLE 4.11
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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

TABLE SHOWING THE RESPONDENTS VIEW TOWARDS THE POWER & PICK-UP OF BAJAJ PULSAR
SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

EXTREMELY SATISFIED SATISIFIED SOME WHAT SATISFIED NOT SATISIFIED

10

10

2 4

78 10

78 10

TOTAL

100

100

ANALYSIS

From above graph it comes to know that 10% of the respondents are extremely satisfied with power and pick-up of the bike, 78% of the respondents are satisfied with power and pick-up of the bike, 10% of the respondents are somewhat satisfied with power and pick-up of the bike, 2% of the respondents are not satisfied with power and pick-up of the bike.

FIGURE 4.11
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GRAPH SHOWING THE RESPONDENTS TOWARDS THE POWER AND PICK-UP OF BAJAJ PULSAR

90 80 70 60 50 40 30 20 10 10 0 Category 1 EXTREMELY SATISFIED SATISFIED SOME WHAT SATISFIED NOT SATISIFIED 10 27 78

INFERENCE

Majority of the respondents 78% are satisfied with the bikes power and pickup.

TABLE 4.12
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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

TABLE SHOWING CUSTOMER FEEDBACK TOWARDS THE MAINTENANCE COST OF THE BIKE
SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

EXTREMELY SATISFIED SATISIFIED SOME WHAT SATISFIED NOT SATISIFIED

2 4

66 25

66 25

TOTAL

100

100

ANALYSIS
From above graph comes to know that 5% of the respondents are extremely satisfied with cost of maintenance of the bike, 66% of the respondents are satisfied with cost of maintenance of the bike, 25% of the respondents are somewhat satisfied with cost of maintenance of the bike,4% of the respondents are not satisfied with cost of maintenance of the bike.

FIGURE 4.12

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GRAPH SHOWING CUSTOMERS FEED BACK TOWARDS THE MAINTENANCE COST OF THE BIKE

66 70 60 50 40 25 30 20 5 10 0 EXTREMELY SATISFIED SATISFIED SOME WHAT SATISFIED NOT SATISFIED 4

INFERENCE

Majority of the respondents 66% are satisfied with the cost of maintenance of the bike.

TABLE 4.13 TABLE SHOWING THE PROFILE OF THE RESPONDENTS BASED ON THE COMFORT AND SAFETY
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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

EXTREMELY SATISFIED SATISIFIED SOME WHAT SATISFIED NOT SATISIFIED

32

32

2 4

56 12

56 12

TOTAL

100

100

ANALYSIS

From the data it is clear that 32% of the respondents are extremely satisfied with riding comfort and safety of the bike 56% of the respondents are satisfied with riding comfort and safety of the bike 12% of the respondents are somewhat satisfied with the riding comfort and safety of the bike.

GRAPH 4.13 GRAPH SHOWING THE PROFILE OF THE RESPONDENTS BASED ON THE COMFORT AND SAFETY
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56 60 50 40 30 20 10 0 12 0 32

EXTREMELY SATISFIED

SATISFIED

SOMEWHAT SATISFIED

NOT SATISFIED

INFERENCE

Most of the respondents are satisfied with the riding comfort and safety

TABLE 4.14 TABLE SHOWING THE FEEDBACK OF THE RESPONDENTS AND THEIR CLASSIFICATION ON THE BASIS OF RESPONSIVENESS OF THE DEALER TOWARDS THE COMPLAINTS
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SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

EXCELLENT

17

17

2 4

GOOD MODERATE

56 19

56 19

POOR

TOTAL

100

100

ANALYSIS
The graphical representation shows that 70% of the respondents were highly satisfied with the responsiveness of the dealer towards their complaints The 56% of the respondents were just satisfied 19% of the respondents were nearly satisfied with the responsiveness of the dealer towards their complaints Where only 8% of the customers were unsatisfied

FIGURE 4.14 GRAPH SHOWING RESPONSIVENESS OF THE DEALER TOWARDS THE COMPLAINTS

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60 50 40 30 20 10 0 17

56

19 8

Category 1

EXCELLENT

GOOD

MODERATE

POOR

INFERENCE
Most of the respondents feel that responsiveness of the dealer towards the complaints is good

TABLE 4.15 TABLE SHOWING THE CLASSIFICATION OF RESPONDENTS ON THE BASIS OF SATISIFACION AFTER SALES SERVICE FROM THE DEALER

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SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

YES

62

62

NO TOTAL

38 100

38 100

ANALYSIS: According to the analysis 62% of the respondents were satisfied with the after sales services from dealer. And 38% respondents were not satisfied.

FIGURE 4.15 GRAPH SHOWING SATISFACTION AFTER SALE SERVICES FROM THE DEALER

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70 62 60 50 40 30 20 10 0 Category 1 YES NO 38

INFERENCE

Most of the respondents are satisfied with the after sales services from the dealer

TABLE 4.16 TABLE SHOWING THE PROFILE OF THE RESPONDENTS BASED ON THE QUALITY AFTER SALE AND SERVICES OF BAJAJ PULSAR

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SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

EXCELLENT

2 3

GOOD AVERAGE

47 27

47 27

POOR

18

18

TOTAL

100

100

ANALYSIS
8% of the respondents found the quality after sales and service of Bajaj Pulsar excellent 47% of the respondents found it just good 27% respondents were nearly satisfied with the quality after sales and service of Bajaj Pulsar And 18% respondents found it poor

FIGURE 4.16

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GRAPH SHOWING THE QUALITY AFTER SALE AND SERVICES OF BAJAJ PULSAR

47 50 45 40 35 30 25 20 15 10 5 0 EXCELLENT GOOD AVERAGE POOR 8 18 27

INFERENCE

Majority of the respondents 47% are satisfied with the quality after sales and service of the Bajaj Pulsar

TABLE 4.17

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CUSTOMERS SATISFIED WITH SPARE PARTS AVAILABILITY AT SERVICE CENTRE


SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

YES

90

90

NO TOTAL

10 100

10 100

ANALYSIS

According to the analysis 90% of the respondents were satisfied with the spare parts availability at the service centre And 10% of the respondents were not satisfied

FIGURE 4.17

GRAPH SHOWING THE SPARE AVAILABILITY AT THE SERVICE CENTRE


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100 90 80 70 60 50 40 30 20 10 0

90

10

Category 1 YES NO

INFERENCE

90% of the respondents are satisfied with availability of the spare parts at service centre

TABLE 4.18

TABLE SHOWING THE FEEDBACK OF RESPONSIBILITIES AND THEIR CLASSIFICATION ON THE BASIS OF RELIABILITY OF BIKE

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SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

VERY RELIABLE 35

35

2 3

RELIABLE NOT RELIABLE

64 1

64 1

TOTAL

100

100

ANALYSIS

35% of the respondents feel their product was very reliable 64% respondents found it just reliable And only 1% respondents said it was not reliable

FIGURE 4.18

GRAPH SHOWING THE LEVEL OF RELIABILITY OF BIKE


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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

70 60 50 40 30 20 10 35

64

1 0 Category 1 VERY RELIABLE RELIABLE NOT RELIABLE

INFERENCE

64% respondents feel that reliability of bike is good

TABLE 4.19

TABLE SHOWING THE RESPONDENTS EXPECTING NEW VERSION OF PULSAR BY BAJAJ


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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

YES

65

65

NO TOTAL

35 100

35 100

ANALYSIS

According to the analysis 65% respondents were expecting new version of pulsat by Bajaj And 35% respondents were not expecting new version of pulsar by Bajaj

FIGRURE 4.19

GRAPH SHOWING EXPECTING NEW VERSION OF PULSAR BY BAJAJ


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YES

NO

35%

65%

INFERENCE

Majority of the respondents 65% are expecting new version of Pulsar by Bajaj

TABLE 4.20

TABLE SHOWING THE RESPONDENTS RECOMMEND BUYING THE BAJAJ PULSAR

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SAMPLE SIZE 100

SL NO

PARTICULAR

NO OF RESPONDENTS

PERCENTAGE %

DEFINITELY YES SOME EXTENT MAY BE

71

71

2 3

23 5

23 5

NEVER

TOTAL

100

100

ANALYSIS

The graphical representation shows that 715 of the respondents will definitely recommend others to buy the Bajaj pulsar 23% of the respondents will recommend others to buy the Bajaj Pulsar to some extent 5% respondents may recommend others to buy Bajaj Pulsar And only 1% respondents said they will recommend others to buy Bajaj pulsar

FIGRURE 4.20 BASED ON PERFPORMANCE/ QUALITY OF THE PRODUCT , WILL YOU RECOMMEND OTHERS TO BUY

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80 71 70 60 50 40 30 20 10 0 0 DEFINIETELY YES Category 1 SOME EXTENT MAYBE 5 23

INFERENCE

Most of the respondents feel that on the basis of performance/ quality they will recommend others to buy the Bajaj Pulsar

TABLE 4.21

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TABLE SHOWING THE BREAKDOWN OF BAJAJ PULSAR SINCE THE PURCHASE OF VEHICLE

Frequency of Break Down Very often Often Rarely Not at all Total

No. of Responents 2 3 23 72 100

Percentage(%) 2 3 23 72 100

ANALYSIS
From the above table it is clear that 2% of the respondents have f requet breakdown of bike since the purchase o vehicle, 3% have responded that there is break down often. 23% feel that rarely there is a break down. 72% feel that there is no break down at all.

FIGRURE 4.21 Graph SHOWING THE BREAKDOWN OF BAJAJ PULSAR SINCE THE PURCHASE OF VEHICLE
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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

80 70 60 50 40 30 20 10 0 No.of Respondents Percentage(%) Very often2 Often Rarely Not at all

INFERENCE
It can be inferred that majority of the respondents have responded that there is no break down in vehicle since the purchase of Bajaj Pulsar.

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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

FINDINGS SUGGESTION AND CONCLUSION

FINDINGS
The below given inferences where actually delivered Majority of the respondents who prefer to ride the Bajaj Pulsar are in the age group of below 30 years.

Majority of the respondents belongs to the male group thus it can be observed that males play an important role in purchasing decision .

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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

Majority of the respondents belongs from Professional group as an occupation

Majority of the respondents belongs to the group where the monthly earning is below 20,000.

Majority of the respondents came to know about the Bajaj pulsar through their friends and relatives.

Majority of the respondents using Bajaj pulsar 150cc i.e. 79% and Bajaj Pulsar 180 cc i.e. 10%.

Most of the respondents go for pulsar because of its Pick-Up and style.

Majority of the respondents do not expecting any other modification in existing models of pulsar.

Majority of the respondents bikes mileage is in between of 40-50 km/ltr.

Majority of the respondents are satisfied with the bikes mileage.

Majority of the respondents 78% are satisfied with the bikes power and pick-up.

Majority of the respondents 66% are satisfied with the cost of maintenance of the bike.

Most of the respondents are satisfied with the riding comfort and safety.

Most of the respondents feel that responsiveness of the dealer towards the complaints is good.

Most of the respondents are satisfied with the after sales services from the dealer.
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A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

Majority of the respondents 47% are satisfied with the quality after sales and service of the Bajaj Pulsar.

90% of the respondents are satisfied with availability of the spare parts at service centre

64% respondents feel that reliability of bike is good.

Majority of the respondents 65% are expecting new version of Pulsar by Bajaj.

Most of the respondents feel that on the basis of performance/ quality they will recommend others to buy the Bajaj Pulsar.

SUGGESTIONS

Based on the findings of the study stating some of the important suggestions that the company can really go for to extend its operation market share, profit and so on.
1. CONCENTRATE ON EFFECTIVE AND INFORMATIVE

ADVERTISEMENT STRATEGY In order to attract and retain the customers the company should
HKBK DEGREE COLLEGE Page 110

A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

a. Develop both the informative and attractive advertisement strategies b. Company should go for advertising about the product in almost all the medias c. Regular modifications should be the content of the advertisement d. The presentation of the advertisement should be appealing to the customer

2. REWARDS FOR THE BEST DEALERS

In the present competitive markets, a company can be develop on its own efforts. It has to depend on others, i.e. it has to take effective support from its dealers . To get effective support it has to study and motivate them like: The company has to provide rewards , awards, offers, discount to its dealers to promote its products very effectively in the domestic market. If implemented definitely they may lend to tremendous increase in the turnover of the company

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3.

EFFICIENCY IN AFTER SALES SERVICE: Retaining few satisfied customer is as good as attracting ten new customers . It implies that a company can easily increases the number of its customers but is very difficulty to retain them. In order to retain the customers especially the company should: a. Give more importance to the quality of the sales service. b. Remind the customer as to when they have to get their vehicles serviced. c. Give tips to them on maintenance of vehicles

4. CUSTOMER RESEARCH STUDY:

This is also one of the important tools to the company to know that extra facilities the customers are expecting from the company and how they are comparing out vehicles with vehicles of computers etc... As most of the customers expecting that the improvement should be done on the seating of bajaj pulsar, it is necessary for the company to concentrate on this aspect. This is because one should feel comfortable in riding; this intern depends on the seating arrangement of the vehicles.

5. PROMOTIONAL STRATEGIES:

Festival offers, Exchange melas, offer of gold coins and other valuable things can be introduced in order to increase its turnover. Provide the financial schemes to increase the sales.

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CONCLUSION

From the study it is concluded that majority of the customers satisfied by the pulsar rendered by Bajaj. While doing this project I came to know how challenging it is to satisfy the present day customers, I also realized various types of customers right from those who have genuine to ego kind of problems, but how important it is to satisfy all of them. During the course of project i also understood that all customers cannot be satisfied all the times it is only how well can we come to the satisfaction level, which actually matters. It is also understood that the volume of customers is mainly from the youth section and is mainly male population which means that the company should be more youth centric and at the same time should have a different marketing strategy for the elder population as they need to be pushed to the market.

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QUESTIONNAIRE
(A STUDY ON CUSTOMER SATISFACTION TOWARDS BAJAJ Discover)

1. Age: (a) Below 30---------(b)between 30-50--------(c)above--------

2. Gender: (a)Male------------------ (b) Female--------------

3. Occupation: (A) student-------- (b) business-----------(c) service------------ (d) profession-----------

4. Monthly income (in thousands) (a)Below 20 ------------ (b) between 20-50------------(c) above---------------------5. How do you come to know about Bajaj Pulsar? (a) News paper--------------- (b) Magazines------------------------(c)TV Advt -------6. Which Pulsar do you own? (a)Pulsar 220DTS-F1---- (b) Bajaj Pulsar DTS-I 135----- (c) Pulsar 150 DTSi-----(d) Pulsar 180DTS-i----7. What is the main reason that made you to go for Bajaj Pulsar? (a)Price----- (b) Mileage------(c) Style------- (d) Pick-up------(f) Low Maintenance cost-----8. Are you expecting any other modification in existing models of
HKBK DEGREE COLLEGE Page 114

(d) Friends and relatives

A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

Bajaj Discover? (a) Yes---- (b) No----------

9. Mileage your Bike giving? (a)60 km/ltr and above---- (b)50-6- km/ltr------------(c)40-5- km/ltr----(d)Below 40 km/ltr---

10. Are you satisfied with bikes mileage? (a)Extremely satisfied------(b) satisfied-------

(c) some what satisfied--------- (d) not satisfied----11. Are you satisfied with bikes power and pickup? (a)Extremely satisfied------(b) satisfied-------

(c) some what satisfied--------- (d) not satisfied----12. Are you satisfied with the cost of maintenance of your bike? (a)Extremely satisfied------(b) satisfied-------------

(c) some what satisfied--------- (d) not satisfied----13. Do you have riding comfort and safety? (a)Extremely satisfied------- (b) satisfied------(c) some what satisfied--------- (d) not satisfied----14. Do you promptly get response from your dealer regarding complaints? (a) Yes------ (b) No----15. Are you satisfied with after sales service from dealer? a) Yes------ (b) No-----HKBK DEGREE COLLEGE Page 115

A STUDY ON CUSTOMER SATISFATION TOWARDS BAJAJ

16. What do you think about the quality after sales service of Discover? (a)Extremely satisfied------(b) satisfied-------

(c) some what satisfied--------- (d) not satisfied------17. Are you satisfied with spare parts available at the service centre where you deal with? (a) Yes------ (b) No----18. Is the product reliable? (a) Yes------ (b) No----19. Do you expect any new version of Discover by Bajaj? (a) Yes------ (b) No----20. Do you recommend your friends to buy Bajaj Discover?

(a)Definitely yes------(c)Maybe-------

(b) some extend------(d) Never-------

21. How often you had break down of your Bajaj Discover some purchase? (a) Often ------ (b) Very often -----(c) Rarely ------ (d) Not at all Suggestion / comments if any SIGNATURE: THANK YOU

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BIBLIOGRAPHY

MARKETING MANAGEMENT - Philip Kotler CONSUMER BEHAVIOUR MARKETING RESEARCH World wide web - Suja Nair - Rajendra Nargundakar

o o o

www.bajajautoltd.com www.teambhp.com www.wikipaedia.com

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