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ABSTRACT
This topic is selected in order to Study and identify the Customer Satisfaction
Level of Bajaj Pulsar in Nashik city.
A questionnaire was prepared consisting of 22 questions. Around 150
respondents were questioned. The questionnaire circulation covered customers of
Bajaj Pulsar in Nashik City.
A descriptive study was undertaken. Simple Random Sampling technique was
used. Simple percentage analysis and chi square method was used.
In this project the following were researched and studied in detail. The
Customers attitude towards Bajaj pulsar , to determine the effects of the company
image on the sales and also to find the reason for buying pulsar motorcycle.
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CHAPTER 1
1. INTRODUCTION
1.1 ABOUT THE INDUSTRY
a drastic fall in demand. This resulted in a decline of 15% in 1991 and 8% in 1992,
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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. Key players in
the Two-wheeler Industry:
There are many two-wheeler manufacturers in India. Major players in the 2-
wheeler industry are Hero Honda Motors Ltd (HHML), Bajaj Auto Ltd (Bajaj Auto)
and TVS Motor Company Ltd (TVS).
The other key players in the two-wheeler industry are Kinetic Motor Company
Ltd (KMCL), Kinetic Engineering Ltd (KEL), LML Ltd (LML), Yamaha Motors
India Ltd (Yamaha), Majestic Auto Ltd (Majestic Auto), Royal Enfield Ltd (REL) and
Honda Motorcycle & Scooter India (P) Ltd (HMSI).
Evolution of two wheeler in India
Two-wheeler segment is one of the most important components of the automobile
sector that has undergone significant changes due to shift in policy environment. The
two-wheeler industry has been in existence in the country since 1955. It consists of
three segments viz. scooters, motorcycles and mopeds. According to the figures
published by SIAM, the share of two-wheelers in automobile sector in terms of units
sold was about 80 per cent during 2003-04. This high figure itself is suggestive of the
importance of the sector. In the initial years, entry of firms, capacity expansion,
choice of products including capacity mix and technology, all critical areas of
functioning of an industry, were effectively controlled by the State machinery. The
lapses in the system had invited fresh policy options that came into being in late
sixties. Amongst these policies, Monopolies and Restrictive Trade Practices (MRTP)
and Foreign Exchange Regulation Act (FERA) were aimed at regulating monopoly
and foreign investment respectively. This controlling mechanism over the industry
resulted in: (a) several firms operating below minimum scale of efficiency; (b) under-
utilisation of capacity; and (c) usage of outdated technology. Recognition of the
damaging effects of licensing and fettering policies led to initiation of reforms, which
ultimately took a more prominent shape with the introduction of the New Economic
Policy(NEP)in1985.
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However, the major set of reforms was launched in the year 1991 in response to the
major macroeconomic crisis faced by the economy. The industrial policies shifted
from a regime of regulation and tight control to a more liberalised and competitive
era. Two major results of policy changes during these years in two-wheeler industry
were that the, weaker players died out giving way to the new entrants and superior
products and a sizeable increase in number of brands entered the market that
compelled the firms to compete on the basis of product attributes. Finally, the two-
¬wheeler industry in the country has been able to witness a proliferation of brands
with introduction of new technology as well as increase in number of players.
However, with various policy measures undertaken in order to increase the
competition, though the degree of concentration has been lessened over time,
deregulation of the industry has not really resulted in higher level of competition.
There is a large untapped market in semi-urban and rural areas of the country. Any
strategic planning for the two¬-wheeler industry needs to identify these markets with
the help of available statistical techniques. Potential markets can be identified as well
as prioritised using these techniques with the help of secondary data on socio-
economic parameters. For the two-wheeler industry, it is also important to identify the
target groups for various categories of motorcycles and scooters. With the formal
introduction of secondhand car market by the reputed car manufacturers and easy loan
availability for new as well as used cars, the two-wheeler industry needs to upgrade
its market information system to capture the new market and to maintain its already
existing markets. Availability of easy credit for two-wheelers in rural and smaller
urban areas also requires more focussed attention. It is also imperative to initiate
measures to make the presence of Indian two-wheeler industry felt in the global
market. Adequate incentives for promoting exports and setting up of institutional
mechanism such as Automobile Export Promotion Council would be of great help for
further surge in demand for the Indian two-wheeler industry.
Regression, which takes into account both time series and cross section variation in
data. A panel data of 16 major states over a period of 5 years ending 1999 was used
for the estimation of parameters. The models considered a large number of macro-
economic, demographic and socio-economic variables to arrive at the best estimations
for different two-wheeler segments. The projections have been made at all India and
regional levels. Different scenarios have been presented based on different
assumptions regarding the demand drivers of the two-wheeler industry. The most
likely scenario assumed annual growth rate of Gross Domestic Product (GDP) to be
5.5 per cent during 2002¬-03 and was anticipated to increase gradually to 6.5 per cent
during 2011¬-12. The all-India and region-wise projected growth trends for the
motorcycles and scooters are presented in Table 1. The demand for mopeds is not
presented in this analysis due to its already shrinking status compared to' motorcycles.
Table 1 suggests two important dimensions for the two-¬wheeler industry. The
region-wise numbers of motorcycle and scooter suggest the future market for these
segments. At the all India level, the demand for motorcycles will be almost 10 times
of that of the scooters. The same in the western region will be almost 20 times. It is
also evident from the table that motorcycle will find its major market in the western
region of the country, which will account for more than 40 per cent of its total
demand. The south and the north-central region will follow this. The demand for
scooters will be the maximum in the northern region, which will account for more
than 50 per cent of the demand for scooters in 2011-12.
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COMPANY’S PROFILE:
Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj
Trading Corporation Private Limited. It started off by selling imported two- and three
wheelers in India. In 1959, it obtained license from the Government of India to
manufacture two- and three-wheelers and it went public in 1960. In 1970, it rolled out
its 100,000th vehicle. In 1977, it managed to produce and sell 100,000 vehicles in a
single financial year. In 1985, it started producing at Waluj in Aurangabad. In 1986, it
managed to produce and sell 500,000 vehicles in a single financial year. In 1995, it
rolled out its ten millionth vehicles and produced and sold 1 million vehicles in a year.
Bajaj Auto Limited.
The Groups' principal activity is to manufacture two and three wheeler
vehicles. Other activities of the group include insurance and investment business. The
Group operates in three segments, which are Automotive, Insurance and Investment
and Others. It has a network of 498 dealers and over 1,500 service dealers and 162
exclusive three-wheeler dealers spread across the country.
About Bajaj
The Bajaj Group is amongst the top 10 business houses in India. Its footprint
stretches over a wide range of industries, spanning automobiles (two-wheelers
and three-wheelers), home appliances, lighting, iron and steel, insurance, travel and
finance. The group’s flagship company, Bajaj Auto, is ranked as the world’s fourth
largest two- and three- wheeler manufacturer and the Bajaj brand is well-known in
over a dozen countries in Europe, Latin America, the US and Asia. Founded in 1926,
at the height of India's movement for independence from the British, the group has an
illustrious history. The integrity, dedication, resourcefulness and determination to
succeed which are characteristic of the group today, are often traced back to its birth
during those days of relentless devotion to a common cause. Jamnalal Bajaj, founder
of the group, was a close confidant and disciple of Mahatma Gandhi. In fact, Gandhiji
had adopted him as his son. This close relationship and his deep involvement in the
independence movement did not leave Jamnalal Bajaj with much time to spend on his
newly launched business venture. His son, Kamalnayan Bajaj, then 27, took over the
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reins of business in 1942. He too was close to Gandhiji and it was only after
Independence in 1947, that he was able to give his full attention to the business.
Kamalnayan Bajaj not only consolidated the group, but also diversified into various
manufacturing activities.
The present Chairman and Managing Director of the group, Rahul Bajaj, took
charge of the business in 1965. Under his leadership, the turnover of the Bajaj Auto
the flagship company has gone up from Rs.72 million to Rs.46.16 billion (USD5 936
million), its product portfolio has expanded from one to and the brand has found a
global market. He is one of India’s most distinguished business leaders and
internationally respected for his business acumen and entrepreneurial spirit.
Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India. The two wheeler
was developed by the product engineering division of Bajaj Auto in association with
motorcycle designer Glynn Kerr Tokyo R&D.Currently there are four variants
available -with engine capacities of 135 cc, 150cc, 180cc and 220 cc. More than a
million units of Pulsar were sold by November 2005. With monthly sales of more
than 48,000 units in June 2009, Pulsar is the leader in the 150 cc segment in India
with a market share of 43%
Before the introduction of the Pulsar, the Indian motorcycle market trend was towards
fuel efficient, small capacity motorcycles (that formed the 80-125 cc class). Bigger
motorcycles with higher capacity virtually did not exist (except for Enfield Bullet).
The launch and success of Hero Honda CBZ in 1999 showed that there was demand
for performance bikes. Bajaj took the cue from there on and launched the Pulsar twins
in India on November 24, 2001. Since the introduction and success of Bajaj Pulsar,
Indian youth began expecting high power and other features from affordable
motorcycles.
The project was faced with internal resistance, reservations by Mckinsey and doubts
on its effects on Bajaj's relation with Kawasaki. The project required approximately
36 months for completion and cost Bajaj Rs 1 billion.
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DTSi
DTSi stands for Digital Twin Spark Ignition, a Bajaj Auto trademark. Bajaj Auto
holds an Indian patent for the DTSi technology. The Alfa Romeo Twin-Spark
engines, the BMW F650 Funduro which was sold in India from 1995 to 1997 also had
a twin-spark plug technology, and the Rotax motorcycle engines,more recently
Honda's iDSI Vehicle engines use a similar arrangement of two spark-plugs. However
very few small capacity engines did eventually implement such a scheme in their
production prototype.
In September 2007, Bajaj Auto filed a claim accusing that the development of TVS
Flame was in violation of their patent for DTS-I. TVS Motors countered by
threatening to sue Bajaj Auto for libel.On February 2008, the Madras High Court in
Nashik restrained TVS from launching it with the twin spark plug technology. TVS
appealed against this decision, claiming that crucial evidence was not taken into
account and in March 2008, launched the Flame with a modified engine containing
one spark plug.The DTSi idea is a simple one to understand - it involved usage of two
spark plugs (instead of one) per engine cylinder.
ExhausTEC
Since 1986, there is a technical tie-up of Bajaj Auto Ltd. with Kawasaki Heavy
Industries of Japan to manufacture state-of-art range of latest two-wheelers in India.
The JV has already given the Indian market the KB series, 4S and 4S Champion,
Boxer, the Caliber series, and Wind125.
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Company Flashback
TICSS Service Quality Model uses the 5 P's - Policy, Processes, People, Premises,
Product/Services, as well as performance measurement. The implementation of a
customer service standard should lead to higher levels of customer satisfaction, which
in turn influences customer retention and customer loyalty.
Customer Expectations
Customer is defined as anyone who receives that which is produced by the individual
or organization that has value. Customer expectations are continuously increasing.
Brand loyalty is a thing of the past. Customers seek out products and producers that
are best able to satisfy their requirements. A product does not need to be rated highest
by customers on all dimensions, only on those they think are important.
To execute a successful client satisfaction survey, build one that your customers have
the time and inclination to respond to, and that delves into the types of information
that will truly help enhance your performance. By carefully constructing a brief, yet
strong, survey, you can discover what your customers believe your strengths and
weaknesses are and what makes your customers loyal to your company.
According to Dun and Bradstreet, the single, most important reason for the failure of
businesses in America is lack of sales. And, of course, this refers to resales as well as
initial sales. So your company’s job is to create and keep a customer, and your job is
exactly the same. Remember, no matter what your official title is, you are a
salesperson for yourself and your company.
Primary objective:
Secondary objectives:
▪ To find out the customer satisfaction towards free service given by the
company.
This study is useful for me as well as for the company for identifying the Customer
satisfaction level towards Bajaj Pulsar in Nashik city. For company, to identify the
customer attitude towards Bajaj Pulsar. And also this study helps me to create and
maintain a good relationship between the customer and the management.Because of
this study, the company may know what the customer is looking for and also how to
satisfy him regarding pulsar bike
1. Since the project duration was limited to Two months an elaborate study was not
possible.
3. The sample size was limited to 150 customers of Bajaj pulsar in Nashik City.
4. During the survey most of the respondents contacted had newly purchased the
motorcycle thus they could not respond accurately i.e. their satisfaction level
and defects in the motorcycles.
5. The research is directly concerned with the study of human preference and
behavior and achieving absolute mathematical accuracy towards this was not
possible.
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CHAPTER 2
REVIEW OF LITERATURE
Elinor Johnson(1984) 3 This study is based upon the premise that creating value is
the basis for all businesses. The research problem and ultimate purpose of the study is
to determine how customer perceived value can be improved at the Liberty Program,
Naples Italy.
Laleh Nosrati(1993)5 The daily growth of the internet and e-commerce has changed
the way of marketing and selling products and services. As a result of development in
electronic information resources and the evolution of the "digital age" product sellers
and information service providers face many new challenges.
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Parmita Saha; Yanni Zhao(2005)7 In the last few years we have witnessed a
substantial growth of internet-based services, both from pure Internet businesses and
from traditional companies that are developing online services. One of the key
challenges of the Internet as a service delivery channel is how they manage service
quality, which holds a significant importance to customer satisfaction.
Ali Dehghan(1999)10 The purpose of this research was to gain a better understanding
of the service quality dimensions that affect customer satisfaction from customer
perspective. Based on a detailed literature review, a frame of reference was
developed. Some service quality dimensions were selected to be tested in CCG CO
operations .
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CHAPTER 3
RESEARCH METHODOLOGY
Sources of Data:
Data were collected through both primary and secondary data sources.
Primary Data
A primary data is a data, which is collected afresh and for the first time, and
thus happen to be original in character. The primary data with the help of
questionnaire were collected from various investors
Secondary Data
Sampling Method:
Sample Size:
The sample size for this study is 150 customers of Bajaj pulsar in Nashik
city.
Chi-square = (oij-eij)2
eij
Where oij Observed frequency
eij Expected frequency
Expected frequency is calculated as follows
CHAPTER 4
ANALYSIS AND INTERPRETATION TABLE NO: 4.1
TABLE SHOWING THE AGE GROUP OF THE RESPONDENTS
Below 20 years 30 20
40-60 years 30 20
INTERPRETATION:
The above table shows that 20% of the respondents are age group of below 20,
46.7% of the respondents age is between 20-40, 20% of the respondents age is
between 40-60 and 13.3% of the respondents age is above 60.
CHART NO: 4.1
CHART SHOWING THE AGE GROUP OF THE RESPONDENTS
50
40
PERCENTAGE
30
46.7
20
10 20 20
13.3
0
Below 20 20-40 40-60 Above 60
AGE GROUP
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businessmen 20 13.4
Working professional 80 53.2
others 20 13.4
Total 150 100
INTERPRETATION:
The above table shows that 20% of respondents are students, 13.4% of the
respondents are businessmen, 53.2% of the respondents are working professionals and
13.4% of the respondents belong to others.
60
50
PERCENTAGE
40
53.2
30
20 fgfg
20 13.4 13.4
10
OCCUPATION
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5001-10000 33 22
10001-15000 78 52
Above 15001 27 18
INTERPRETATION:
The above table shows that 8% of the respondents income is less than 5000, 22% of
the respondents is between 5001-10000, 52% of the respondents is between 10001-
15000 and 18% of the respondents income is between above 15001.
CHART NO 4.3
60
PERCENTAGE
50
40
52
30
22 18
20 8
INCOM E
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TABLE NO 4.4
Schooling 21 14
graduate 79 52.6
INTERPRETATION:
The above table shows that 14% of the respondents are school students, 52.6%
of the respondents are graduates and 33.3% of the respondents are post graduates.
CHART NO 4.4
EDUCATIONAL QUALIFICATION
60
PERCENTAGE
50
52.6
40
20
33.4
10
14
30
0
Schooling graduate Post graduate
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Yes 132 88
No 18 12
INTERPRETATION:
The above table shows that 88% of the respondents are aware of
various series of pulsar motorcycle and 12% of the respondents are not aware of
various series of pulsar motorcycle.
CHART NO: 4.5
100
PERCENTAGE
80
88
40
60
20
12
0 Yes No
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TABLE NO 4.6
150 cc 25 16.6
180 cc 70 46.8
200 cc 25 16.6
220 cc 30 20
INTERPRETATION:
The above table shows that 16.6% of the respondents are aware of
150cc, 46.8% of the respondents are aware of 180cc, 16.6% of the respondents are
aware of 200cc and 20% of the respondents are aware of 220cc.
CHART NO: 4.6
50
40
PERCENTAGE
46.8 percentage
30
16.6 16.6 20
0
10
20
150 cc 180 cc 200 cc 220 cc
PRODUT SERIES
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INTERPRETATION:
The above table shows that 50% of the respondents are not aware for choosing the
product and 50% of the respondents are not interested in choosing the product.
60
PERCENTAGE
50
40
50 50
20
30
10
INTERPRETATION:
The above table shows that 22% of the respondents got information from their
family,30.6% from their friends, 28% of them from the media and 19.4 % from
dealers.
SOURCE OF INFORMATION
35
30
PERCENTAGE
25
20
30.6
15 28
22
19.4
10
0
Family Friends Media Dealers
SOURCE
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INTERPRETATION:
The above table shows that 29.4% of the respondents are using the product less than a
year, 20.6% of the respondents are using between 1-3 year, 43.4% of the respondents
are using between 3-6 year and 6.6% of the respondents are respondents are using for
more than 6 years.
CHART NO 4.9
CHART SHOWING THE DURATION OF THE PRODUCT
50
40
PERCENTAGE
43.4
30
29.4
10 20.6
20
6.6
0
Below 1 1-3 year 3-6 year Above 6
year year
DURATION
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TABLE NO 4.10
INTERPRETATION:
The above table shows that 74% of the respondents are highly satisfied with the brand
image, 14.6% of the respondents are satisfied with the brand image, 8% of the
respondents are dissatisfied and 3.4% of the respondents are highly dissatisfied with
the brand image.
CHART NO 4.10
80
70
PERCENTAGE
60
74
50
40 14.6
0 8 3.4
30
20
10
0
BRAND IMAGE
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TABLE NO 4.11
INTERPRETATION:
The above table shows that 62.6% of the respondents are highly satisfied with the
mileage, 16.7% of the respondents are satisfied with the mileage, 4% of respondents
have no idea about mileage, 8.7 % of the respondents are dissatisfied and 8% of the
respondents are highly dissatisfied.
CHART NO 4.11
CHART SHOWING THE SATISFACTION LEVEL TOWARDS MILEAGE
70
PERCENTAGE
60
50 62.6
40
16.7 8.7 8
30 4
20
10
0
M ILEAGE
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TABLE NO 4.12
INTERPRETATION:
The above table shows that 20.6% of the respondents are highly satisfied with the
price, 17.4% of the respondents are satisfied with the price, 6.6% of respondents have
no idea about price, 33.4 % of the respondents are dissatisfied and 22% of the
respondents are highly dissatisfied.
CHART NO 4.12
40
35
30
33.4
25 22
20.6 17.4
20 6.6
15
Satisfied
Dissatisfied
satisfied
dissatisfied
Highly
Neutral
Highly
10
5
0
PRICE
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TABLE NO 4.13
INTERPRETATION:
The above table shows that 28% of the respondents are highly satisfied with the resale
value, 20.6% of the respondents are satisfied with the resale value, 6.7% of
respondents have no idea about resale value, 22% of the respondents are dissatisfied
and 22.7% of the respondents are highly dissatisfied.
CHART NO 4.13
28
30 22 22.7
20.6
PERCENTAGE
25
15
20 6.7
10
5
0
Satisfied
Neutral
dissatisfied
satisfied
Dissatisfied
Highly
Highly
RESALE VALUE
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TABLE NO 4.14
INTERPRETATION:
The above table shows that 76.6% of the respondents are highly satisfied with the
popularity, 9.4% of the respondents are satisfied with the popularity, 6% of the
respondents are dissatisfied and 8% of the respondents are highly dissatisfied.
CHART NO 4.14
90
PERCENTAGE
80
70
60
50
40 76.6
30
20
10 9.4 8
0 0 6
POPULARITY
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TABLE NO 4.15
INTERPRETATION:
The above table shows that 65.4% of the respondents are highly satisfied with the
comfortness, 21.4% of the respondents are satisfied with the comfortness, 6.6 % of
the respondents are dissatisfied and 6.6% of the respondents are highly dissatisfied.
CHART NO 4.15
60
50 65.4
40 21.4
0 6.6 6.6
30
Satisfied
20
Neutral
dissatisfied
satisfied
Dissatisfied
Highly
Highly
10
0
COMFORT
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TABLE NO 4.16
INTERPRETATION:
The above table shows that 36% of the respondents are highly satisfied with the maintenance,
30.6% of the respondents are satisfied with the maintenance, 3.4% of respondents have no idea about
maintenance, 26 % of the respondents are dissatisfied and 4% of the respondents are highly dissatisfied.
CHART NO 4.16
TABLE NO 4.17
INTERPRETATION:
The above table shows that 49.4% of the respondents are highly satisfied with the
safety, 30.6% of the respondents are satisfied with the safety, 5.4% of respondents
have no idea about safety, 8% of the respondents are dissatisfied and 6.6% of the
respondents are highly dissatisfied.
CHART 4.17
50
30.6
40
30 5.4 8 6.6
20
10
SAFETY
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TABLE NO 4.18
INTERPRETATION
The above table shows that 83.4% of the respondents are aware of free services and
16.6% of the respondents are not aware of free services.
CHART NO 4.18
100
83.4
80
60
40
20 16.6
0
yes no
FREE SERVICE
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TABLE NO 4.19
INTERPRETATION:
The above table shows that 28% of the respondents are provided services below 2
times, 25.3% are provided services for three times, 21.3% for 4 times, 17.4% of the
respondents for 5 times and 8% of the respondents are provided services above 5
times.
CHART NO 4.19
SERVICES PROVIDED
30
PERCENTAGE
25
20
15
10
Below2 3 4 5 Above 5
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TABLE NO 4.20
INTERPRETATION:
The above table shows that 62.6% of the respondents are highly satisfied with the free
services given by them, 27.4% of the respondents are satisfied with the free services,%
of the respondents are dissatisfied and 3.4% of the respondents are highly dissatisfied.
CHART NO.4.20
CHI-SQUARE
TABLE NO- 4.22 CHI-SQUARE TEST
CALCULATIONS:
Chi-square =
(Oi-Ei)^2
Ei
Oi Ei Chi-square
3 2.48 0.10903226
5 6.82 0.48568915
17 16.12 0.0480397
6 5.58 0.0316129
2 2.08 0.00307692
3 5.72 1.29342657
6 13.52 4.18272189
15 4.68 22.7569231
1 0.8 0.05
3 2.2 0.29090909
5 5.2 0.00769231
1 1.8 0.3555555
4 4 0
12 11 0.09090909
30 26 0.61538402
4 9 2.77777778
2 2.64 0.15515152
10 7.26 1.03410468
20 17.16 0.47002331
1 5.94 4.10835017
TOTAL 38.8663806
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CALCULATION
INTERPRETATION:
There is significant relationship between satisfied with present
salary and working hour facility.
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CHAPTER 5
FINDINGS AND INFERENCES
CHAPTER 6
RECOMMENDATIONS
CHAPTER 7
CONCLUSION
BIBLIOGRAPHY
REFERENCES:
WEBSITES:
1. http://www.Bajaj pulsar.com/
2. http://www.google.co.in/
4. http://www.wikipedia.com/
5. http://www.wasanbajaj.com/
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QUESTIONNAIRE
1. Name:
2. Age:
□ Below 20 □ 20-40 □ 40-60 □ above 60
3. Occupation:
□ Student □ businessmen □ working professional □ others
4. Income:
□ Less than 5000 □ 5001-1000 □ 10001-15000 □ above 15000
5. Educational qualification:
□ schooling □ under graduate □ post graduate
6. Are you aware of various series of pulsar motorcycle do you own?
□ Yes □ no
7. If yes mention the series which you are aware?
□150cc □180cc □ 200cc □ 220cc
8. If no mention a reason?
□unawareness □ not interested
9. What was the source of information for the purchase of Bajaj Pulsar?
□Family □ Friends □ Media □ Dealers
10. How long are you using Bajaj Pulsar?
□below I year □ 1-3year □ 3-6year □above 6year
11. Are you satisfied with the brand image?
□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied
12. Are you satisfied with the mileage?
□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied
13. Are you satisfied with the price?
□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied
14. Are you satisfied with the resale value?
□ highly satisfied □ satisfied □ neutral □ dissatisfied □. highly dissatisfied
15. Are you satisfied with the popularity?
□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied
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