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Overview What this project is all about Highlight What do you want to achieve General Procedure

Objective To know the general Response of Delhi University Students towards 4 Year Bachelor Course To know the advantages and disadvantages of 4 Year Bachelor Course To know the effect of 4 Year Bachelor Course on Mentality of Students

Limitations Lack of Resources Lack of time Lack of applicability of Statistical Tools Sample Size was less Respondents were not ready to present the clear facts University officials were not ready to speak much on this topic

PROJECT REPORT ON Consumer Satisfaction: A Special Study of Bajaj 2 Wheelers

Submitted in the fulfillment of the requirement of Bachelor of Business Administration course of Guru Govind Singh Indraprastha University

By Mohd. Shaad Enrollment No:-09850601712 Session:2012-2015

Under the guidance of Mr. Ashok Asthana

New Delhi Institute of Management New Delhi - 62


I would like to offer my sincere gratitude to various people, who directly or indirectly contributed in the development of this work and who influenced my thinking, behavior, and acts during the course of study. I am indebted to Ashok Asthana, Faculty, and NDIM for his support, co-operation and motivation provided to me during the study. Many others had a direct or indirect by no means negligible contribution in the completion of the project. The project has been a learning experience for me and would not have been possible without the support and guidance of the above mentioned people. Needless to say, I alone remain responsible for any errors that might have crept into the pages, despite of my best possible effort to avoid them.

Mohd Shaad BBA (3rd SEM)

I, Mohd. Shaad hereby declare that the project work entitled Consumer satisfaction a special study of Bajaj 2 wheelers, submitted to New Delhi Institute of Management, New Delhi, is a record of an original work done by me under the guidance of Mr. Ashok Asthana, Faculty, New Delhi Institute of Management, New Delhi, and this project work has not performed the basis for the award of any degree or diploma and similar project if any.

Place: Date:

Mohd. Shaad (09850601712)


This is to certified that the project titled Consumer Satisfaction: A Special Study of Bajaj 2 Wheelers,, submitted by Mohd. Shaad to New Delhi Institute of Management in Partial fulfillment of requirement for the award of the BBA Degree in an original piece of work carried out under my guidance and may be submitted for evaluation. The assistance rendered during the study has been duly acknowledged. No part of this has ever been submitted for any other degree.

Place: Date:

Mr. Ashok Asthana (Faculty Guide)

Chapter 1 1.1 1.2 1.3 1.4 Chapter 2 2.1 2.2 2.3 2.4 Chapter 3 3.1 3.2 Chapter 4 4.1 4.2 4.3 4.4

Introduction to the study Brief overview of study Objectives of the study Scope & significance of the study Limitation of the study Research Methodology Universe Simple size and sampling technique Data collection Tools of presentation Industry Overview Past, present and future trends Major Players and their respective market share Company profile History Vision mission and objectives of the company Organizational structure Product and services offered


9-10 10 11 12 13 14 14 15 15 16 17-20 21-22 23 24-25 26 27-28


4.5 4.6 Chapter 5 Chapter 6 6.1 6.2 Chapter 7 7.1 7.2

Marketing strategies for customer satisfaction Future plans Theoretical Perspective Finding And Analysis General finding Finding based on questionaire responses Conclusion and recommendation Conclusion Suggestions Annexure Bibliography Sample Questionnaire

33 34 35-39 40 41 42-51 52 53 54 55 56 57-58


Sl No 1 2 3 4 5 6 7 8 9 Title Purpose of Purchasing a New bike Regarding Ownership of Bajaj Bike Regarding Consideration of New Bike Satisfaction in relation to Bajaj Bikes Comparison From Other Brand Recommendation of Bajaj Bikes to Other Performance Scale of Bajaj Bikes Regarding Price of Bajaj Bikes Awareness of Bajaj Bikes via Advertisement Page No 41 42 43 44 45 47 48 50 51



Automobile is one of the largest industries in global market. Being the leader in product and process technologies in the manufacturing sector, it has been recognized as one of the drivers of economic growth. During the last decade, well-directed efforts have been made to provide a new look to the automobile policy for realizing the sector's full potential for the economy. Steps like abolition of licensing, removal of quantitative restrictions and initiatives to bring the policy framework in consonance with WTO requirements have set the industry in a progressive track. Removal of the restrictive environment has helped restructuring, and enabled industry to absorb new technologies, aligning itself with the global development and also to realize its potential in the country. The liberalization policies have led to continuous increase in competition which has ultimately resulted in modernization in line with the global standards as well as in substantial cut in prices. Aggressive marketing by the auto finance companies have also played a significant role in boosting automobile demand, especially from the population in the middle income group.

The Indian automotive industry consists of five segments: commercial vehicles; multi-utility vehicles & passenger cars; two-wheelers; three-wheelers; and tractors. With 7,822,963 units sold in the domestic market and 753,591 units exported during the first nine months of FY2007, the industry (excluding tractors) marked a growth of 43% over the corresponding previous. The two-wheeler sales have witnessed a spectacular growth trend since the mid nineties. India is the second largest producer and manufacturer of two-wheelers in the world. Indian twowheeler industry has got spectacular growth in the last few years. Indian two-wheeler industry had a small beginning in the early 50's. The Automobile Products of India (API) started manufacturing scooters in the country. Bikes are a major segment of Indian two wheeler industry, the other two being scooters and mopeds. Indian companies are among the largest two-wheeler manufacturers in the world. Hero Honda and Bajaj Auto are two of the Indian companies that top the list of world companies manufacturing two-wheelers. The two-wheeler market was opened to foreign companies in the mid 1980s. The openness of Indian market to foreign companies lead to the arrival of new models of two-wheelers into India.

Easy availability of loans from the banks, relatively low rate of interest and the discount of prices offered by the dealers and manufacturers lead to the increasing demand for two-wheeler vehicles in India. This leads to the strong growth of Indian automobile industry.


The main objectives of the present project work are as following To know the level of customer satisfaction towards BAJAJ BIKES To know the various factors affecting the choice of BAJAJ BIKES To study about the various factors influencing the customers.

However the main focus was to bridge the gap between the theoretical and practical knowledge of mine.


Scope of the study

Scope of the Study is limited to South Delhi only and the type of the research which has been used to formulate this project was exploratory Research and the concept of convenience sampling has been used to select 60 samples from the assigned market. The time frame of the study was from 25th July Aug, 13 and the prime samples were the consumers of Bajaj Bikes. In order to get response a well drafted questionnaire was formulated and personal interview was also conducted.

Significance of the study Bajaj India Ltd., sales of Bajaj Motor Bikes have not been catching the market very well. In spite of being a well-known brand and companys self-direct marketing could not able to boost the sales of Bajaj Motor Bikes. This study gave a fair outlook of market for its products and reasons for not catching its market share. This research will help the company to know about, where potential of the Bajaj Motor Bikes lies in the market and to give the suggestions to the company about buildup their market share. This research work is also useful for other researcher who wishes to study related topic as this work would give them a proper insight and direction to work .This research is confined to standard model of Bajaj Motor Bikes


Following are the important limitations faced during the research work; these limitations always pose a challenge to the research

The study was conducted in few areas of South Delhi and Central Delhi . Hence the study may not be useful for projection of behavioral aspect of consumers of other cities.

Money virtually fall short of what ideal field work would cost and may requires shortcuts for the validity of findings.

People lack the time so they did not take interest in Filling questionnaires Limited time of working and cost involved can be considered as one of the important limitation.