Performance Appraisal System and Its Imp PDF

IJMSS Vol.
03 Issue-02, (February, 2015) ISSN: 2321-1784

Impact Factor- 3.25
A Study on the Customer Satisfaction Level towards the Use of the Bajaj Bikes With Special
Reference to Nagarcoil Town
Author
Thiru. P. Nayagam
Research Scholar
Department of Management
Manonmaniam Sundaranar University
Tirunelvlei – 627012
Co-Authors
Dr. G. Gurusamy
Associate Professor
Department of Management
P.M.T. College
Melaneelithanallur
Tirunelveli – 627953
Dr. V. Sangeetha
Assistant Professor
Department of Commerce
Sri Sarada College for Women
Tirunelveli – 627011
ABSTRACT
This study examines the customer satisfaction level towards the use of the Bajaj bikes. It aims
to assess the customer satisfaction level. The data collected from 50 respondents covering urban areas
in Nagercoil Town. Percentage analysis and likert scale method are used for arriving conclusion. The
findings of the study is majority of the respondents are satisfied in the brand popularity. The conclusion
of the study is they promote their services so effectively in the days to come.
Keywords: brand quality, customer satisfaction, experience, product style.
INDRODUCTION
The customer satisfaction is the relationship between the customer expectations and the
products perceived performance. If the product matches the expectations the customer is satisfied.
If exceeds the customer is highly satisfied. A customer if satisfied is more likely to purchase product
A Monthly Double-Blind Peer Reviewed Refereed Open Access International e-Journal - Included in the International Serial Directories
International Journal in Management and Social Science
http://www.ijmr.net.in email id- irjmss@gmail.com Page 32
IJMSS Vol.03 Issue-02, (February, 2015) ISSN: 2321-1784
Impact Factor- 3.25
the next time and will say good things about the product to others. Likely to purchase product the
next time and will say good things about the product to others. Customer Satisfaction is closely like
quality, price and availability. The American Society for quality control defined customer Satisfaction
as a totality of features and characteristics of a product or services that bear on its ability to satisfy
customer need. The customer focused definition suggestion that a company that has achieved total
quality services should meet or exceed customer expectations. Quality begins with customer
satisfaction.
SCOPE OF THE STUDY

The study helps in having an awareness of customer satisfaction towards the use of Bajaj had a
good reputation in the market this study will help to know that how Bajaj had a good reputation in the market,
this study will help to know that how Bajaj is satisfied by the vehicle users.
OBJECTIVES OF THE STUDY

1. To identify the various factors influencing customer to prefer Bajaj two wheelers.
2. To know the satisfaction level of customer towards various attributes of Bajaj two wheelers.
3. To identify the expectation that should be satisfied by Bajaj two wheelers to increase
customer satisfaction.
METHODOLOGY
Research is common word refers to a search for knowledge. It can also define research as
“Scientific and Systematic Search for pertained information on a specific topic”. Infact research an
art of science investigation.
RESEARCH DESIGN
The research design is the determination and statement of general research approach of
strategy adopted for the particular product. It is the heart of the planning which will ensure that the
needs will be served. Descriptive adoptive has been followed in the study as it invested to produce
accurate descriptive of various relevant to the decision faced without demonstrating that some
relationship exist within variable. It is used to measure the behaviour variables of people of subject
who are under the study.
STATISTICAL TECHNIQUES AND TOOLS
1. Percentage Analysis
Impact Factor- 3.25
2. Likert Scale Method
SAMPLE DESIGN
The sample size taken for this research is 50 customers having Hero Motorbikes. Convenient
sampling technique is used for this project. Questionnaires as the primary form of collecting data.
Table - 1
Attribute that are Influenced the Customer to Prefer Bajaj
No. of
Status Percentage Likert Value Value Rank
Represents
Strongly agree 7 14 5 35 3
Agree 22 44 4 88 1
Neutral 16 32 3 48 2
Disagree 5 10 2 10 4
Strongly disagree 0 0 1 0 5
Total 50 100
From the above table 14 percent of the responds are strongly agree with technical
excellence. 44 percent of the respondents are agreed. 32 percent of the respondent are moderately
agree. For this total value are 181. So the total 181 divided by 50 is 3.62. So the maximum number of
the represents are agreed the technical excellence.
Table - 2
Customer Service
Status No. of Percentage Likert Value Value Rank
Represents
Agree 22 44 4 88 1
Neutral 16 32 3 48 2
Total 50 100
Impact Factor- 3.25
From the above table shows that the 10 percent of the respondents of the respondents are
strongly agreed to customer’s service but 46 percent of the respondents are told that it’s normal
same time 12 percent of the respondents are disagree the customer service.
Table – 3
Customer Service
Represents
Agree 24 48 4 96 1
Neutral 7 14 3 21 3
Disagree 1 2 2 2 4
Total 50 100
From the above table shows that the 36 percent of the respondents are strongly agree the
bran image. 148 percent of the respondents are agreeing. 14 percent of the respondent are said that
its normal and finally 2 percent of the respondents are disagreeing the concept brand number of
respondents are strongly agree the brand image of the vehicle.
Table - 4
Customer Service
Represents
Agree 22 44 4 88 1
Neutral 11 22 3 33 3
Total 50 100
From the above table shows that the 14 percent of the respondents are strongly agree the
bran image. 40 percent of the respondents are agreed. 22 percent of the respondents are said that
it’s normal. 12 percent of the respondents are disagreeing and finally 2 percent of the respondents
Impact Factor- 3.25
are strongly disagreed. So that the total is 172 that is 3.44, so the maximum number of the
respondents are in the category of the neutral.
Table - 5
Satisfaction Level of Customer
Various Attributes that are fill by the Respondents
Represents
Highly satisfied 1 2 5 5 4
Satisfied 8 16 4 32 2
Neutral 34 68 3 102 1
Dissatisfied 7 14 2 14 3
Total 50 100
From the above table shows that the 2 percent of the respondents are highly satisfied in the
price criteria. 16 percent of the respondents are satisfied in the price criteria. 68 percent of the
respondents are moderately satisfied in price level. 14 percent of the respondents are dissatisfied in
the price level of the vehicle. So that the total is 153 the rank is 3.06, so the maximum number of the
respondents is in the category of the neutral and satisfied.
Table - 6
Brand Quality
Represents
Satisfied 29 58 4 116 1
Neutral 7 14 3 21 3
Total 50 100
Is it clear From the above table shows that the 26 percent of the respondents are highly satisfied
customers are 58 percent also dissatisfied are 2 percent of the respondents. So that the total of 204 that
is the rank value are 4.08, so the majority of the respondents are satisfied.
Impact Factor- 3.25
Table - 7
Product Style
Represents
Satisfied 25 50 4 100 1
Neutral 10 20 3 30 3
Total 50 100
From the above table shows that the majority of the respondents are satisfied that is 50
percent. 28 percent of the respondents are highly satisfied. 16 percent of the respondents are
moderately satisfied also 2 percent of the respondents are dissatisfied. So that the total value is 193
is the rank is 4.04, so the respondents are satisfied
SUGGESTIONS
There are some suggestions from promoting the sales of Bajaj bikes. The following are
suggestions by the researcher. A customer feels that the employeeare not providing proper Services.
So the companies are provide proper services and increasing the after sales service s activity, it
increase sales. More emphasis should be given to the promotional elements such as advertising
through pamphlets etc.
CONCLUSION
The researcher takes pleasure in presenting this report of the humble study that be has mode.
The researcher has full satisfaction over the work that was done by him independently with the
guidance of his supervisor. The researcher has a feeling that at least some of his finding and
suggestions and also they promote their services so effectively in the days to come.

Performance Appraisal System and Its Imp PDF

Transféré par

Informations du document

Titre original

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

Performance Appraisal System and Its Imp PDF

Transféré par

Droits d'auteur :

Formats disponibles

IJMSS Vol.

03 Issue-02, (February, 2015) ISSN: 2321-1784

SCOPE OF THE STUDY

OBJECTIVES OF THE STUDY

Vous aimerez peut-être aussi