A Project Report On “A study of customer satisfaction with special reference to Bajaj Platina” Submitted to "University of Pune" In partial fulfillment

of the requirement for the award of the degree of Master of Business Administration (MBA) By "KUNAL S. KORE" MBA Under the guidance of “Mrs. Meenu Shant priya” Through

"Sinhgad Institute of Business Administration & Computer Application Lonavala” 2012-2014

DECLARATION

I, KUNAL SUDHIR KORE, hereby declare that the project report entitled” A study of customer satisfaction with special reference to Bajaj Platina ” written and submitted by me to the University of Pune, Pune in partial fulfillment of the requirement for the award of degree of Master of Business Administration, under the guidance of Prof. Mrs. Meenu shant priya, is my original work except the topics on organizational profile and the conclusions drawn therein are based on the material collected by myself.

Place: Lonavala Date :

KUNAL SUDHIR KORE

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CERTIFICATE

TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. KUNAL SUDHIR KORE student of MBA 2nd Year has undertaken his Summer Internship Project titled “A study of customer satisfaction with special reference to Bajaj Platina” at Shree Siddheswar Auto

Dr. Parag Kalkar Director

Mrs. Meenu Shantpriya Project Guide

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CERTIFICATE FROM COMPANY

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ACKNOWLEDGEMENT I take this opportunity to express my deep sense of gratitude To Mr. Shital Patil, General Manager of Shree Siddheshwar Auto For his continuous

encouragement, individual guidance and help for completing the present research work. He has been a source of inspiration to me and I am indebted to him for initiating me in the field of research. I take this opportunity as privilege to articulate my deep sense of gratefulness to the Director of our institute Dr. Parag Kalkar for the help and positive encouragement. I am deeply indebted to Mrs. Meenu Shant priya my research guide without his help completion of the project was highly impossible. I wish to express a special thanks to all teaching and non-teaching staff members of my Sinhgad Institute of Business Administration & Computer Application for the support. Their encouragement and valuable guidance are gratefully acknowledged. I would like to acknowledge all my family members, relatives and friends for their help and encouragement.

Date:

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CONTENTS CHAPTER 1. Introduction 1.1 Need for Study 1.2 Objectives of Study 1.3 Scope of Study 1.4 Limitation of study 07 07 08 08 08

CHAPTER 2. Organization Profile 2.1 History 2.2 Product Profile 09 09

CHAPTER 3. Research Design and Methodology 3.1 Sample Design 3.2 Source & Method of Data Collection 24 25

CHAPTER 4. Data Presentation, Analysis & Interpretation. 27

CHAPTER 5. Findings and Suggestions.

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CHAPTER 6. Conclusion Bibliography Annexure.

47 48 49

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1.Introduction Customer satisfaction, People everywhere in today‟s business world are trying to figure out what‟s more important customer satisfaction or customer loyalty. Both, practitioners and academics understand that customer loyalty and satisfaction both are linked in extricable. Even through, loyal customer is most typically satisfied; satisfaction does not always translate into loyalty. Marketing concept has been designed by product and service providers in an effort to maximize customer‟s satisfaction. Project is under taken aims at measuring customer satisfaction level of Bajaj PLATINA Bike at Kavathe Mahankal town. Bajaj PLATINA Bike has been launched by Bajaj Company and there is a need measures satisfaction level of Bajaj PLATINA Bike in Kavathe Mahankal town. The benefit of the study is to make the strategic decision about which are characteristics and factors in service like price of the vehicle, cost, mileage delivery time, attitudes of service provider, and cost of spares. Considering all the above points examining whether the customers are satisfied with Bajaj PLATINA Bike if the performance matches the expectation the customers are satisfied if the performance exceeds expectation the customers are is highly satisfied or delighted.

1.2 Need of the Study:

In this competitive era we are using so many different types of two wheelers, even though we are not satisfied with the particular bike, so we choose the appropriate bike that is PLATINA which is suitable for all the level of people because it gives more mileage and it has good looking bike. For that matter only we are studying about this particular topic.

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1.4 Statement of the Problem:

Today, numbers of sporty bikes are coming in Indian market, basically, the core job provided by any bike is same but the way some companies aggressively markets its product makes a big difference.

Researchers have selected following topic:

“A study of customer satisfaction with special reference to Bajaj Platina”

1.5 Objectives of the project:

 To Study the Customer Satisfaction level for the Bajaj PLATINA Bike.  To know the features influencing the customer during the purchase of Bajaj PLATINA Bike.  To Ascertain whether the Customer are satisfied with existing service from the Show Room.

Scope of study:  Research also analyses if the customer feels that the sales promotional activities by BAJAJ motors are helpful to them .  It focuses on importance of various sales promotion activities towards the sale of company  Helpful for company to developed of strategy  Further researcher can use this Data ( Primary DATA).

The scope of the study is limited to Shree Siddheshwar Auto only.

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BAJAJ AUTO

Bajaj Auto Limited is an Indian motorised vehicle-producing company. Bajaj Auto is a part of Bajaj Group. It was founded by Jamnalal Bajaj at Rajasthan in the 1930s. It is based in Pune, Mumbai, with plants in Chakan (Pune), Waluj (near Aurangabad) and Pantnagar in Uttarakhand. The oldest plant at Akurdi (Pune) now houses the R&D centre Ahead. Bajaj Auto makes and exports automobiles, scooters, motorcycles and auto rickshaws. Bajaj Auto is the world's third-largest manufacturer of motorcycles and the secondlargest in India. The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1,946. It features at 1639 in Forbes 2011 list. The company has changed its image from a scooter manufacturer to a two-wheeler manufacturer. Its product range encompasses scooterettes, scooters and motorcycles. Its growth has come in the last four years after successful introduction of models in the motorcycle segment. The company is headed by Rahul Bajaj who is worth around US$3.4 billion. History Bajaj RE auto-rickshaw Bajaj Auto came into existence on 29 November 1945 as M/s Bachraj Trading Corporation Private Limited. It started off by selling imported two- and threewheelers in India. In 1959, it obtained a licence 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 sold 100,000 vehicles in a financial year. In 1985, it started producing at Waluj near Aurangabad. In 1986, it sold 500,000 vehicles in a financial year. In 1995, it rolled out its ten millionth vehicle and produced and sold one million vehicles in a year. According to the authors of Globality: Competing with Everyone from Everywhere for Everything, Bajaj has operations in 50 countries by creating a line of bikes targeted to the preferences of entry-level buyers.

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Tempo connection Bajaj Auto bought a controlling stake in the Tempo Firodia company, renaming it "Bajaj Tempo". Germany's Daimler-Benz, a long-time collaborator with Firodia because of their ownership of the original Tempo works in Germany, owned 16% of Bajaj Tempo. Daimler sold their stake back to the Firodia group in 2001, meaning that they once again held a controlling interest, with BAL retaining 24% of the shares. It was agreed that Bajaj Tempo would gradually phase out the use of the "Tempo" brand name, as it still belonged to Mercedes-Benz.[6] The name of the company was changed to Force Motors in May 2005, dropping "Bajaj" as well as "Tempo", over the objections of Bajaj Auto with whom the company shares a long history as well as a compound wall.

Group management Mr jamalal Bajaj founded the Bajaj Group in the 30s. The group now has 24 companies, Including 6 listed companies. Besides BAL, the major companies in the group are as Follows:

Mukand Ltd: Alloy/ special steel,term key projects Bajaj Electricals Ltd: Electrical equipments,fans,appliances Bajaj Hindustan Ltd:Sugar, industrial alcohol Subsidiary/affiliate companies

Bajaj Auto Hodings Ltd. (BHEL) is a wholly owned subsidiary of BAL engaed in the business of investment in shares, debentures and other securities. Bajaj Auto Finance Ltd. (BHFL) has ceased to be a subsidiary after its IPO if 4.175mn shares of Rs 10 each at a premium of Rs 80 in may 1994 BAL, along with the subsidiary BHFL engages in financial service and investment activities. The company is planning to increase its branch network in the country by 33% over the next one year i.e from 40% in the fiscal to 60%. BAL and western maharashtra

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development corporation (WNDC) promoted Maharashatra Scooters Ltd (MSL), in 1975, with a plant at satara. MSL assembles scooter for BAL .

Bajaj Allianz General Insurance. BAL has entered the non-life insurance segment with Allianz General Insurance with BAL having 74% and Allianz with 24% stake of paid up equity capital of Rs 100 mn of which BAL received Rs 450 mn in the first half and Rs 720 mn during the second half of fiscal 2001-02.BAL also planning life insurance venture with paid up equity capital of Rs 1500mn. The promoter stake holding in BAL is up from 42.65% in FY 2000 to 46.65% in FY2001 and the FII stake holding has also increased by 3% at 12.99% after the buyback in October 2000 which was meant to after an attractive exit option to small shareholder. However their has been a minor fall in the stake holdings of public Financial Institutions, GDRs at 4.65% and Mutual Funds etc.

Plant locations AL has two plants located near pune viz; Akurdi and chakan plant being recently set up. The third plant is located at Waluj near Aurangabad. The plants incorporate state-of-art flexible manufacturing facilities that are cross-sourced in increasing demand situations. Akurdi was set up in 1961 and Waluj in the both the plants. Besides, Akurdi plant manufactures front engine three-wheeler, sunny mopeds and Kawsaki motorcycles. The Waluj plant is planned to be global hub for Kawasaki motorcycles upto 200cc. The Akurdi plant manufactures around 1 mln units p.a, Waluj plant manufactures 1.14 mln units p.a and the Chakan plant has a manufacturing capacity of 0.18 mln unit‟s p.a. The company is successfully implanting the TPM (Total Productivity Maintenance) activities at its Akurdi plant with a view to improve on efficiency, productivity and effectiveness. BAL has recently commenced its three-wheeler production at its new plant in Brazil for the local market and its neighboring regions. The Bajaj Group is amongst the top 10 business houses in India. its

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footprint stretches over a wide range of industries, spanning automobiles (twowheelers and three-wheelers), home appliances, lighting, iron and steel, insurance, travel and finance.

Current Scenario BAL has performed fairly in the current fiscal 2001-02 with the Net Sales going up by 3.06% to Rs19720 mn HY ended September 2001 from Rs19133.3 mn in the corresponding period previous year. The total expenditure has gone up by 5.3% with the material cost accounting for the major increase. The company has posted a growth of 69% in PBT and the Net Profit has increased by 55% to Rs2644.7 mn from Rs1701.5 mn in the corresponding period last year. The Net Profit Margin has also improved by almost 50.7% from the half year ending FY2000-01 . The employee cost has fallen but the company will be charging an equal expenditure of Rs 22.6 mn over the three quarters of the current fiscal amounting to Rs 67.8 mn as the VRS expenditure incurred in June 2001 Business BAL in its 2-wheeler segment posted volume wise sales of 87.2% of its total sales of which scooters (both geared and ungeared) accounted for 42.3%, motorcycles for 34.9% and around 10% in step- thrus in FY2001. The sales of scooters have fallen by 26.1% from FY2000 but there has been a significant increase in the motorcycle sales by nearly 65.4% since FY2000. The three – wheeler sales have improved marginally in FY2001.The Company is targeting 25% market share in motor cycle‟s segment during the current fiscal as against 21% share it has cornered in FY2001. Scooters In the geared category BAL has „Chetak‟, 'Classic' and 'Super' in the old ones and the 'Legend', 'Bravo' among the newer models .The ungeared segment consists of the 60CC „ Sunny Spice „ , „Spirit „ , „ Fusion „ and the 92cc „Saffire „ . The‟ Legend NXT‟ is a 4 stroke geared scooter with a 9HP engine and the „Bravo‟ being a two-stroke 150cc scooter with a catalytic converter designed in line with the emission norms.

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The company has launched utility versions of „Chetak „and „Super „at reduced prices. With the unprecedented 38% slump in scooter market the company faced a gradual market share loss to the other players like Kinetic Engineering and BAJAJ Suzuki. Motorcycles BAL has two basic motorcycle products - M80, a 75cc indigenously developed low cost vehicle in the step-thru segment and Japanese motorcycles. BAL‟s motorcycles are positioned as four-stroke fuel-efficient vehicles. Among the Japanese ones, BAL has within its fold, the 100cc„4S-Champion‟, 125cc „KB 125‟, 111cc „Caliber‟ competing with Hero Honda‟s „ Passion „ and 100cc „Boxer‟ with a variant „ Boxer City „ in the pipeline, all of them at competitive prices. In FY2001 the company launched the new range of bikes viz; 175cc„Kawasaki Bajaj Eliminator „ the country‟s first cruiser motorcycle and the two variants viz; 180cc and 150cc „Pulsar „(in the high –end segment) These models were introduced mainly in competition to Hero Honda‟s 157cc CBZ and BAJAJ Suzuki‟s Fiero. The company also launched in its 4-stroke bikes range 100cc „ Kawasaki Bajaj Acer‟ competing against Hero Honda Splendor and „ Aspire „, „Caliber Croma „, „ Legend NXT „ (in the middle end segment). Mopeds/Scooterettes BAL has a small market share of 9.5% in FY2000 in this segment. Among its models are the „Sunny Zip‟, „Rave‟ and the „Spirit‟. Its „Bajaj Sunny‟, a 50cc upgraded scooterette model has been extremely successful .The other models include 74cc „ Rave „launched in FY98 and „ Spirit „ 60cc, 2-stroke scooterette competing with leader BAJAJ Suzuki‟s „Scooty‟. Three wheelers BAL continues to dominate the three – wheeler market with over 73% market share and sales of 1,55,000 units in which have fallen from around 85% two years back. The company is trying to maintain its market share by creating environmentfriendly vehicles and has already launched the CNG model in Delhi BAL also launched its 4- stroke rear engine CNG – auto rickshaw model in Mumbai during the year. It is testing the LPG model, which will take off as soon as the government

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regulations permit. Apart from this the company also plans to introduce a fourstroke version in auto-rickshaw and a goods carrier in both petrol and diesel versions.

Exports BAL is keen to export motorcycles through Kawasaki‟s distribution network in Indonesia and Argentina wherein the company planned to sell through their network. The company‟s exports registered a marginal decline from Rs1378 mn to Rs1351 mn i.e. 2%. The exports consisted of 30,652 two and three – wheelers as against 32,730 (including CKD packs). Bangladesh, Egypt, Peru, Iran and Sudan performed consistently well with lower exports in Sri Lanka and Latin American markets. The total foreign exchange earned by the company was Rs. 1,391 million. As against Rs1430 million.

Expansion The expansion at both Akurdi and Waluj plants has been completed during FY99 taking total capacity to 2mn vehicles. BAL has also set up a third manufacturing plant at Chakan near Pune with a capacity of 1mn vehicles. The company has planned for selling through separate channels in case of its 2-wheeler and 3wheeler segment .It has been planning to streamline its vendor network by cutting down the number of suppliers by 50% from current 800 during the current fiscal, intended to improve the efficiency of its supply - chain management. BAL has been experimenting with higher dealer commissions on some models in a bid to loosen the stranglehold of market leader Hero Honda in the motorcycle segment. It introduced VRS II as a part of its man – power planning process at all its three plant locations as the company is slated to bring down the workforce to 10,000 over the next four years. The company also planned to commission a 20-MW capacity wind power plant (fourth phase with the other three being set up near Satara) with an investment of Rs1000 mn in Ahmednagar district by entering into the Power Purchase Agreement (PPA) with MSEB during current fiscal to be completed. The company expects to source its current power requirements in-house and also avail of the benefit of sales tax

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incentives. BAL has also been exploring the possibility of an equity tie-up or a marketing alliance with a Chinese company for selling its three – wheelers in Chinese market. It has also been planning a technical collaboration on high-end scooters with the Italian 2-wheeler major „Aprilia. „The company has chalked out a strategy for co-existence with Kawasaki wherein BAL would concentrate on developing products in the price range of Rs 30,000 – 60,000 and Kawasaki to offer a wider choice of products priced from Rs.35000 up to Rs. 2.5 lakh.

Outlook Throughout the 1980s and 1990s, Bajaj has countered competition through predatory price cuts; market expansions moves or take over threats. However both Honda and LML have cannibalized the BAL market share and are challenging its leadership. The company has remained less aggressive in its approach and idled away its cash reserves without proactively deploying them in R&D , new models , takeovers or other risky ventures . In order to arrest its declining market share, BAL has launched several new models during the past fiscal and more are in the offing in each segment of the two-wheeler market. Moreover, the management has recognized the need to utilize its surplus reserves for strengthening its presence in the market by way of launching new models, expanding capacity and penetrating new markets. Kawasaki has been developing India as an export hub for motorcycles between 50-200cc. The Company has invariably become the manufacturing base for Kawasaki and accounts for 60% of the latter‟s global sales. Though the company plans to introduce some high-tech motorcycles from the Kawasaki range, it is trying to shed- off its image of “screw-driver" company by developing its own range of motorcycles. The BAJAJ – Suzuki break –up is expected to pave the way for a new relationship with BAL and the new Kawasaki – Suzuki alliance in the two-wheeler business. BAL needs to rediscover the spark of entrepreneurship that made it the market.

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Financial analysis The Net Sales have declined by 2.3% to Rs30259 mn in FY2001 from Rs30973 mn in FY2000, which was 4.2% rise from FY99. The Operating profit has declined by 47.8% to Rs3052 mn in FY2001 from Rs5847 mn in FY2000 though the 65% rise in motorcycle volumes could not counter the margins arising out of 41% fall in geared scooters. BAL has spent a sizeable 13..05% advertising and there has been a 5.2% increase in the royalty payments from Rs593 mn to Rs624 mn in FY2001. The current ratio has fallen only marginally in FY2001 to 1.39% from 1.36% in FY2000 and there has been a marginal fall in the inventory levels, which contribute to about 11-12% of the current assets. There has not been a significant change in the inventory turnover, which has also remained close to 11.9% from FY2000 levels. The company has remained by and large debt-free and has the secured loans in the form of cash credit and working capital gap finance. The unsecured loans are mainly interest free and comprise Sales Tax Deferral Liability on account of incentives provided for the Waluj and Chakan plants as well as the wind power project. The Bank finance to Working Capital Gap is approximately 2% in FY2001 as against nil in FY2000 indicating the company‟s increased dependency on bank finance for working capital. However the overall secured loan level has fallen including the cash credit limit which has fallen by around 55% in FY2001. The long-term debt to equity ratio has increased to 0.19 in FY2001 as against 0.15 in FY2000. This can be attributed to the decrease in the net worth due to the buyback of shares worth Rs18 mn in October 2000. The long-term debt to total assets has remained steady at 0.14 since FY2000, which is indicates that the 14% of the total assets are financed by debt sources. The Interest Coverage Ratio has fallen by 80% from FY2000 indicating that the EBIT as a percentage of interest charges has declined with the decreasing conservativeness and fall in the ability of the company to pay finance charges due to decreased EBIT. The insignificant change in the Asset Turnover Ratio is indicative of the ability of the company to produce sales from the existing asset base. There has been a fall in both the Net Sales and the capital deployed in tandem with each other. Income from pre tax operations has fallen drastically by 55.2% to Rs3695 mn in FY2001 from Rs8252 mn in FY2000 as against 8.7% growth from FY99. However, cash profits have declined by 45.2% to Rs4272.4 mn in FY2001 from Rs7801.7 mn in

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FY2000 compared to 13% rise in FY2000 due to rise in depreciation cost. The Net Profit Margin has fallen to 8.29% in FY2001 from 20% in FY2000 on account of decline in PAT by 60 % to Rs2499.5 mn. The additional expenditure on VRS of Rs799 mn also affected the Net Profits. The ROCE has also fallen to 7.9% in FY2001 from 17.2% in FY2000 on account of decrease in net income and also the capital employed. Hence the company has been not been able to generate substantial profits in relation to sales and also in relation to assets. The Earning Power of the company has fallen to 10.9% in FY2001 from 23.7% in FY2000, which indicates the fall in operational efficiency. The investment portfolio as a percentage of capital employed was 37% and the market value of investments has been lower by Rs114 mn, which can further erode due to continued uncertainties in stock markets.The EPS has fallen by 58% and the dividend payout by 32% indicating that fall in percentage of total earnings paid out to shareholders in FY2001.

2.2 BRIEF INTRODUCTION TO SHREE SIDDHESHWAR AUTO The business setting in Kavathe Mahankal city is characterized by small business units. The Shree Siddheshwar Auto started its operations from 2009 onwards. The showroom is operating from a well-furnished building situated at a central location and the city soon the showroom created a vote and trust in the citizens and Kavathe Mahankal and around. At present 14 personnel are providing their valuable services to the customers. It includes one manager four sales officers and four tech assistents and five others about approximately 5000 satisfied customer are being entertained by the showroom.

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Infrastructure Plants Bajaj Auto's three plants at Akurdi, Waluj and Chakan in Maharashtra, western India, produced 1,814,799 vehicles in 2004-05. Akudi - Geared scooters, ungeared scooters and Bajaj Disc wa;ik -Bajaj CT100, Bajaj Wind 125 and three wheelers chakan- Bajaj motorcycles - Pulsar and Discover Plant Locations Bajaj Auto plants are located at: Mumbai - Pune Road, Akurdi, Pune 411 035 Mumbai - Pune Road, Akurdi, Pune 411 035 MIDC, Plot No A1, Mahalunge Village, Chakan 410 501 Dist. Pune KEY POLICIES Environmental Policy Towards creating and preserving a cleaner environment Bajaj Auto Ltd., manufacturer of two and three wheeler vehicles is committed to prevention of pollution, continual improvement of our environmental performance and compliance with all applicable environmental legislation and regulations Towards this, we shall strive to:Create a proactive environment management system that addresses all environmentally significant aspects related to our products and processes, Minimise the generation of waste and conserve resources Through better technology and practices, and Promote environmental awareness amongst our employees and motivate them to fulfill our commitments We, at Bajaj Auto, pledge ourselves towards creating and preserving a cleaner environment

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Quality Policy We at Bajaj Auto continue to firmly believe in providing the customer Value for money, for years through our products and services. This we shall maintain and improve In our decision making, quality, safety and service will be given as much consideration as productivity, cost and delivery. Quality shall be built into every aspect of our work life and business operations.Quality improvements and customer satisfaction shall be the responsibility of every employee. TPM Policy We at Bajaj Auto adopt Total Productivity Maintenance as a means of creating a safe and participative work environment in which all employees target the elimination of losses in order to continuously enhance the capacity, flexibility, reliability and capability of its processes, leading to higher employee morale and greater organizational profitability.

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3. RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problems it may be understood as a science of studying how research is done scientifically. In it, the various steps that are generally adopted by a research in studying this research problem along with the logic behind them are studied. Marketing research is the systematic design, collection, analysis and reporting of data and finding to a specific marketing situation facing the company. Effective marketing study involves five steps:      Define the problem and study objectives Develop the study objectives Collect appropriate information Analyze the information Present the findings Research definition:   Research is a systematic and scientific search of pertinent information on a specific topic “The manipulation of things, concepts or symbols for purpose of generalizing to extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in the practice of an art” by D.Sleinger and M.Stephnson. Definition of Research Methodology: Research methodology is a tool to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically.

Types of Research: The research involved both qualitative dimension of work and knowledge. The quantities approach involved generation of large chunk of data, which are analyzed on various parameters, while the qualitative approach was to analyze the data, take the information out and discard the unnecessary details.

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The target was to contact the respondents and analyze their requirements. The survey is concerned with the subjective assessment of attitude, opinion of the people about the service provider.

Descriptive research, also known as statistical research, describes data and characteristics about the population or phenomenon being studied. Descriptive research answers the questions who, what, where, when and how... Although the data description is factual, accurate and systematic, the research cannot describe what caused a situation. Thus, Descriptive research cannot be used to create a causal relationship, where one variable affects another. In other words, descriptive research can be said to have a low requirement for internal validity. The description is used for frequencies, averages and other statistical calculations. Often the best approach, prior to writing descriptive research, is to conduct a survey investigation. Qualitative research often has the aim of description and researchers may follow-up with examinations of why the observations exist and what the implications of the findings are. In short descriptive research deals with everything that can be counted and studied. But there are always restrictions to that. Your research must have an impact to the lives of the people around you. For example, finding the most frequent disease that affects the children of a town. The reader of the research will know what to do to prevent that disease thus, more people will live a healthy life. In this research, Descriptive and Exploratory Research methods have been used. Research approach: The research approach consists of personal interview of the customers through the use of research instrument like structured questionnaire and interview method. While designing the questionnaire care had to be taken in formulating and sequencing the questions so that it allows logical thinking process for the respondent. Use of both close-ended and open-ended questions was made so that analysis becomes easy and respondents can freely answer the questions.

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Definition of Research: Research is a process of systematic and in depth study for any particular topic subject to collection, compilation, presentation and interpretation of relevant details or data. Research refers to search of knowledge. It is a scientific and systematic search for pertinent information on a specific topic.     It is an art of scientific investigation. Movement from known to unknown. Voyage of discovery. Original contribution to the existing stock of knowledge making for its advantage.

Research Process: 1. Define research process 2. Review the literature 3. Design research(including sample design) 4. Collect data(executive) 5. Analysis of data 6. Interpret the report

Sampling Plan All the items under consideration in any field of enquiry constitute a universe or population. A complete enumeration of all the items in the population is known as census enquiry. But it was not possible at all to cover each and every potential customer on a pan India basis. The number of all potential customers inclusive of all big and small manufacturer or retailers was really high so it was pragmatically impossible to generate the complete data. Since the process of collecting data from the elements of large population may be expensive, time consuming and difficult. It will be cheaper and quicker to collect information from a sample plan of the population. A sample is a fraction of a subset of population through a valid statistical procedure so it can be regarded as representative of the entire population.

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The valid statistical procedure of drawing sample from the population is called sampling. SAMPLING DESIGN A sampling design is a definite plan for obtaining a sample from a given population. It refers to the technique or procedure the researcher would adopt in selecting for the samples. Sample design is determined before the data is collected. The Universe: The universe consists of the all the customers in kavathe mahankal: hence the universe can be geographical area of Kavathe mahankal. Sampling unit: Sampling unit is the customer who is already using PLATINA and also who would like to purchase PLATINA. Sampling Size: The sample size consisted of 59 respondents. It included the manufacturing firm, hospitals and retailers in Kavathe mahankal city only. Sampling instrument: Questionnaire was used as an instrument for primary data collection. Sampling technique: Simple random sampling In a simple random sampling ('SRS') of a given size, all such subsets of the frame are given an equal probability. Each element of the frame thus has an equal probability of selection: the frame is not subdivided or partitioned. Furthermore, any given pair of elements has the same chance of selection as any other such pair (and similarly for triples, and so on). This minimises bias and simplifies analysis of results. In particular, the variance between individual results within the sample is a good indicator of variance in the overall population, which makes it relatively easy to estimate the accuracy of results.

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SOURCES AND METHODS OF DATA COLLECTION Sources of data collection The research for the study had been collected from field research. Thus the data mostly consists of primary data. Data obtained from the first hand researcher is called primary data. In this method trainee personally collect the data through questionnaire and interview. The primary data was collected through the various respondents I interviewed. The secondary data is readily available from internet and complies data from Statistical statements reports etc, the data can be obtained through published or non published sources To achieve the objective the researcher was required to identify the sources of data from where the data are to be collected. As researchers objective was to find the customer satisfaction for BAJAJ PLATINA, the research demanded primary data mostly, however to start with researcher needed the customer database out of which we can select the potential customers so secondary data were also utilised. Before dealing with the research methodology the researcher emphasises to discuss primary and secondary data.

Primary Data These are data obtained from first hand research. In this researcher personally collects the data through personal interviews, discussions, interaction or by questionnaire (a Performa containing a set of questions method). Primary data has been collected directly from the field. Primary data was gathered by the means of interviewing the respondents with the use of questionnaire that the researcher prepared. Survey is the research approach using this research project. Surveys are the best source of descriptive research. The research instrument chosen was a questionnaire for the collecting the primary data. Questionnaire was the most popular and useful method for surveying. It helps in collecting the information from the framed question, to get maximum necessary data required for the research. Questionnaire contained 11 no of questions, which included open and

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close ended questions. The questions are subjective and objective in nature. Thus, the questions helped in various ways. Secondary Data Secondary data was mainly collected from company records and website. The data was then categorized into various groups and then researcher deduced the pattern of relationship that existed among the data groups.

Websites: www.zigwheels.com www.bikewale.com Google. Official site of http://www.bajajauto.com

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Age of customer:

Age 20-25 25-30 30-35 35-40 Total

Respondents Percentage 24 24% 24 24% 24 24% 28 28% 100 100%

Interpretation

From the above graph it is evident that out of 100 samples 28 customers are of between 35-40 age limits. By seeing this result we interpret that Bajaj PLATINA is preferred by middle age groups working as Clerks, Bank workers, Small outlets owner Viz Cold drinks, Because of mileage is the main reason.

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2) Following factors influenced you to purchase Bajaj platina Bike?

Factors influenced Friends’ opinion Price Advertisement Relative opinion Total

Respondents Percentage 31 31% 32 32% 22 22% 15 15% 100 100%

Interpretation. From the above Graph it is found that 32% of Customer are purchased Bike by preferring Price. And 31% of customer purchased the bike by the influenced of there friends. And remaining 22% customer are influenced by Advertisement 15% customer motivated to purchase the Bike through relatives opinion. The majority of the people bought Bajaj PLATINA revealed they purchase the Bike influenced by the price.

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3) Satisfaction Level of the Customers with respect to information given by the mechanics.

satiesfaction level respondantspercentage Highly satiefied 28 28% Satiesfied 53 53% Dis satiesfied 3 3% Highly dissatiefied 6 6% Total 100 100%

Interpretation. From the above Graph its clear that most of the owner of the Bajaj PLATINA are satisfied i.e. 53%

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4) Satisfaction level of customer with respect to the following characteristics of the Bajaj PLATINA

A) Price of the vehicle.

Price of the Vehicle. Respondents Percentage Very good 72 72% Good 13 13% Bad 13 13% Very bad 2 2% Total 100 100%

Interpretation. From the above Graph it is found that out of 100 respondents majority of the Customer are very much satisfied with the price of Bajaj PLATINA Bike as compared to other Bikes.72% of the customer said price of the bike is very good.

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B) Engine and performance of the vehicle.

Engine and performance Respondents of the vehicle. Percentage Highly satisfied 38 38% Satisfied 45 45% Dis satisfied 15 15% Highly dissatisfied 2 2% Total 100 100%

Interpretation. From above Graph it is clear that 45% Respondents are satisfied with the performance of the vehicle and 38% of the Respondents satisfied and 15% of the Respondents are not satisfied with the performance of the vehicle the reason behind this they are facing problem Engine (carburetor).

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C) Maintenance Cost of the Vehicle.

Maintenance Cost of the Respondents Vehicle. Percentage Highly satisfied 10 10% Satisfied 60 60% Dis satisfied 20 20% Highly dissatisfied 10 10% Total 100 100%

Interpretation. From the above Graph is highlighted that maintenance cost of the vehicle the maximum number of customer are satisfied with maintenance cost ie 60% hence we can say it is Happy new for the company maintenance cost of the Bajaj PLATINA Bike is less.

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D) Aesthetics (Color).

Aesthetics color Highly satisfied Satisfied Dis satisfied Highly dissatisfied Total

Respondents Percentage 28 28% 48 48% 18 18% 6 6% 100 100%

Interpretation. From the above Graph it is found that out 100 Customer 48% of Respondents are satisfied with the color and style of the vehicle and only 18% of the Respondents are not satisfied with the color of the vehicle.

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E) Cost of spares.

Cost of spares. Highly satisfied Satisfied Dis satisfied Highly dissatisfied Total

Respondents Percentage 23 23% 55 55% 19 19% 3 3% 100 100%

Interpretation.

From above Graph it is observed that majority of the customers said that the cost of spares are quite affordable and they are satisfied.

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F) Mileage of the Vehicle.

Mileage of vehicle respondantspercentage Highly satiefied 64 64% Satiesfied 13 13% Dis satiesfied 12 12% Highly dissatiefied 11 11% Total 100 100%

Interpretation.

From above Graph it has been observed that 64% of the customer highly satisfied with mileage of the Vehicle. The customer said that there Vehicle gives 70-80 km mileage per liter of petrol in city limits. If they go for long ride it gives nearly about 80-85 km per liter.

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5) Level of satisfaction of warranty service provided by the show room.

warranty service Highly satisfied Satisfied Dis satisfied Highly dissatisfied Total

Respondents Percentage 13 13% 12 12% 64 64% 11 11% 100 100%

Interpretation.

From above Graph it has been observed that 64% of the customer is not satisfied only 13% Respondents are satisfied with warranty service.

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6) Percentage of Customer going for paid up service.

Paid up service Yes No Total

Respondent Percentage 62 62% 38 38% 100 100%

Interpretation.

From the above graph it is clear that majority of the customer go for the paid up service provided in the show room. As far as the Bajaj Authorized dealer scores more in Kavathe Mahankal city but only 38% of the customer are go for unauthorized service station like garage.

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7) Level of satisfaction for following factors in Service provided by show room.

a) Delivery Time.

Delivery Time. Highly satisfied Satisfied Dis satisfied Highly dissatisfied Total

Respondents Percentage 13 13% 65 65% 12 12% 10 10% 100 100%

Interpretation From above Graph its Clear that 65% of the Respondents are satisfied with delivery time of motors the company may provide service of delivery as per Customer convenience.

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b) Availability Spares.

Availability Spares. Highly satisfied Satisfied Dis satisfied Highly dissatisfied Total

Respondents Percentage 10 10% 70 70% 14 14% 6 6% 100 100%

Interpretation

From the above Graph it has been observed that out 100 customer 70% of the customer are satisfied with Availability of spares in showroom. Because of spare parts are Genuine parts and Guarantee, next to these are long performance and Good quality.

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C) Attitudes of Service Provider.

Attitudes of Service Provider. Highly satisfied Satisfied Dis satisfied Highly dissatisfied Total

Respondents Percentage 65 65% 19 19% 13 13% 3 3% 100 100%

Interpretation

From the above graph it is evident that most of the respondents are strongly satisfied with the attitude of the service provider ie 65% of the Customer are highly satisfied and only 13% of the customer are not satisfied with attitudes of service provider. Remaining 3% of the customer is highly dissatisfied attitudes of service provider.

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8) Degree of level of satisfaction regarding solving of complaints.

complaints Yes No Total

Respondent Percentage 35 35% 65 65% 100 100%

Interpretation

From the above graph its clear that majority of the customers are not satisfied with compliant handling procedure of the show room only 35% of the Customers are satisfied. Remaining the 65% customer not satisfied.

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9) Percentage of purchase Spare parts.

purchase Spare parts Showroom Retail outlet Total

Respondent Percentage 78 78% 22 22% 100 100%

Interpretation

From the above Graph its clear that the 78% of the customer purchase of spare parts At show room. Because of branded, Guarantee, long run performance, Good quality & only 22% of the customer purchase retail outlets.

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10) Degree satisfaction about service charge

service charge Affordable Costly Total

Respondent Percentage 69 69% 31 31% 100 100%

Interpretation

From above graph its clear that 69% of the customer are feel that the service charges are affordable as compared to other & only 31% of the customer are said service charge costly.

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11) Level of satisfaction of Bajaj PLATINA Bike.

satisfaction of Bajaj PLATINA Highly satisfied Satisfied Dis satisfied Highly dissatisfied Total

Respondents Percentage 58 58% 23 23% 17 17% 2 2% 100 100%

Interpretation Happy news for the show room Shree Siddheshwar Auto from above Graph it has observed that the majority of the customer some around 58% of the customer are highly satisfied with Bajaj PLATINA, 23% are satisfied with bike and only 2% of the customer highly dissatisfied.

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FINDINGS             Majority of the Customer have purchased the vehicle by their price are 32% and friends 31%. Friends is second motivated factors which influenced the customer to purchase the bike. 52% of the customers are satisfied with information provided by the mechanics while delivering the bike for the first time. The Bajaj PLATINA customers are satisfied with the price ie 72%. Engine and performance of the vehicle satisfaction is 45%. 52% of the customers are satisfied with the maintenance cost 35% of them are not satisfied, with the maintenance cost level. The customers are highly satisfied with the Aesthetics (color, style) of the Bajaj PLATINA. The cost of said that cost of spares are quite affordable 55% of the customer are satisfied with the cost of spares. In the study I am found that 64% of the customers are not satisfied with the warranty service provided by showroom. The customers are satisfied with delivery time, availability of spares and attitudes of the service providers. But the customers are not fully satisfied with complaint handling procedure at Shree Siddheshwar Auto only average customers are satisfied. Happy news for the showroom is that 58% of the customers are highly satisfied that with Bajaj PLATINA bike. From the market research it has been observed that 64% of the customers are highly satisfied with the mileage of the bike.

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RECOMMENDATIOIN TO DEALER  As far as the show room satisfaction is concerned, the show room scores good percentage. But maintain this satisfaction level forever the show room has to do some activities like free check up camp. ETC.      The dealer can convince the non-users by taking measures like advertising and sales people. The Diploma Holder mechanics should be recruited in the show room service centre More & More promotional measures should be taken to increase the sales. The warranty service provided by dealers should improve they can gives better service in the time of warranty periods. The complaint solving procedure should be improved and after service of the bike mechanics may be get feed back from the customers about bike. Whenever the Bajaj Company introduces new models, then the showroom people has to arrange road shows. By doing this kind of activities the show room can retain its old customer and try to attract new customer.  Show room owners have to send some gifts and greetings to customer‟s especially in festival seasons, like Deepavali, New year, because of attracting the customer and to build long run relationship with the customers.

RECOMMENDATIOIN SUGGESTIONS TO COMPANY    Auto starter should be included in the existing model The current SNS (spring -in -spring) suspensions provide unique protection to the bike. Improvement in the engine performance it sounds more when in use more than 70 km speed there is no smoothness.

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CONCLUSION BAJAJ Motors as a name itself is a highly marketable and saleable name in the market of two wheeler in India and in some parts of the world. It holds an important place in the minds of the consumer by providing efficient service and better products. Their engineering is comprehensive. Consumer response towards BAJAJ Motor is very good. It has created a very good brand image for itself by providing low maintenance, fuel efficient, sleek looking models along with efficient after sales service. The awards won by the BAJAJ such as Most Trusted Brand shows its acceptance in the mind of Indians.The performance of BAJAJ along with total automotive industry is declined in last 1 year, so it is necessary to boost the sales as much as possible to be in the competition profitably.Sales promotion strategies are the best weapon to fight with the declining Sales of BAJAJ. Therefore it becomes necessary to develop innovative sales promotion strategies in order to attract as many as the customers possible.A company has to be cautious about the spending it incurs on the various sales promotional tools. Effectively of individual sales promotion strategy is evaluated in this research to show how they have affected the consumer to buy the vehicle. On the basis of the research it will be helpful to decide upon the spending and the implementations of various Sales promotional strategies at the right place, right time and to benefit the right people.With respect to the above study and the findings thereby, the company has definitely entrenched into the urban market. With few more concerted efforts, the said organization needs to enter the rural market in order to completely establish itself all over. The above study will help the consumers to get more awareness about BAJAJ TWO WHELLER and it will also help to BAJAJ motors to capture the market of urban as well as rural markets.

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Biblography

BOOKS REFERRED:-

 Marketing Management , A South Asian Perspective  Marketing Research,4th edition by G C Beri  The Marketing White book 2013-2014

WEBSITE REFERRED:-

 

tvsmotor.in bikeindia.in

 wikipedia.org  www.icra.in  siamindia.in  business-standard.com  autobei.com  Zigwheels.com

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Annexure
Dear sir / Madam, I am pleased to introduce myself as MBA student of SIBCA,Lonavla. I am doing my project at Shree Siddheshwar Auto who are authorized dealer for Bajaj . The purpose of the study is to know “A study of customer satisfaction with special reference to Bajaj Platina”. I request you to kindly spare your valuable time for completing this questionnaire. (Please mark √ for the relevant answer) 1. Name: _________________ 2. Age:______ 3. Sex:_________ .4 :Occupation Businessman specify____________ 5. Which of the following factors influenced you to purchase Bajaj PLATINA Bike? Friend‟s opinion Price Advertisement Relatives opinion Employee Student Professional Other

6. Did you own any Bike previously? Name it___________________ 7. Rate the following characteristic‟s of Bajaj PLATINA Bike. 1to5 (1-Very good, 2-Good, 3-Avg, 4-Bad, 5-Very bad) Price of the vehicles. Engine (carburetor) & performance of vehicles. Maintenance cost. Color. Cost of spares. Mileage. _____________ _____________ _____________ _____________ _____________ _____________

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8. Are you satisfied with the warranty service provided by the show room? 1) Highly Satisfied Satisfied 9. Are you availing any paid up service for your vehicle at Shree Siddheshwar Auto‟s? Yes No 2) Satisfied 3) Average 4) Dis-satisfied 5) Highly Dis-

a) If no then state your reason 1) __________ 2) ______________ 3) _____________ 10. Have you experienced any major problems with your bike? Yes No

11. Are you satisfied with information given (or) complaint solved by the show room Service Station? Yes No

a) If no please mention in which area you felt need for Services. _______________________________ 12. Where do you purchase spare parts required for your vehicle? a. At show room b. At Retail outlets

13. Please Rank your level of satisfaction for the following Factors in service. Character sticks Dissatisfied 1. Delivery time. 2. Availability spares. 3. Cost of spares. 4. Attitudes of service provider. 5. Cost of service. Highly Satisfied Satisfied Dis-satisfied Highly

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14. Your opinion about service charges? Affordable Costly

15. To what extent the Bajaj PLATINA bike has satisfied your need purchase? 1. Very Good 2. Good 3. Average 4. Not Good

16. Do you have any specific to Shree Siddheshwar Auto to improve customer Satisfaction? ___________________________________________________________ ___________________________________________________________

====Thank You====

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