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INTRODUCTION

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Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations. Whether the buyer is satisfied after purchase depends on the offer’s performance in relation to the buyer’s expectations. If the performance falls short of the expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations the customer is highly satisfied or delighted. A company would be wise to measure customer satisfaction regularly because one key to customer retention is customer satisfaction. A highly satisfied customer generally stays loyal longer, buys more as the company introduces new products and upgrades existing products, talks favourably about the company and its products, pays less attention to competing brands and is less sensitive to price, offers product or service ideas to the company, and costs less to serve than new customers because transactions are routine. When customers rate their satisfaction with an element of the company’s performance - say, delivery. It could mean early delivery, on-time delivery, order completeness, and so on. The company must also realize that two customers can report being “highly satisfied” for different reasons. One may be easily satisfied most of the time and the other might be hard to please but was pleased on this occasion. A number of methods exist to measure customer satisfaction. Periodic surveys can track customer satisfaction directly. Respondents can also be asked additional questions to measure repurchase intention and the likelihood or willingness to recommend the company and brand to others. Companies that do achieve high customer satisfaction ratings make sure their target market knows it. For customer centered companies, customer satisfaction is both a goal and a marketing tool. Although the customer-centered firm seeks to create high customer satisfaction, that is not its ultimate goal. If the company increases customer satisfaction by lowering its price or increasing its services, the result may be lower profits. The company might be able to increase its profitability by means other than increased satisfaction (for example, by improving manufacturing processes or investing more on R&D). Also, the company has many stakeholders, including employees, dealers, suppliers and stock holders. Spending more to increase customer satisfaction might divert funds from increasing the satisfaction of other “partners”. Ultimately, the company must operate on the philosophy that it is trying to deliver a high level of customer satisfaction subject to delivering

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acceptable levels of satisfaction to the other stakeholders, given its total resources.

COMPANY’S HISTORY:
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 vehicle and produced and sold 1 million vehicles in a year.

Company Profile:
Founder Year of Establishment Industry Business Group Listings & its codes Presence Jamnalal Bajaj 1926 Automotive - Two & Three Wheelers The Bajaj Group BSE – Code: 500490; NSE - Code: BAJAJAUTO Distribution network covers 50 countries. Dominant presence in Sri Lanka, Bangladesh, Columbia, Guatemala, Peru, Egypt, Iran and Indonesia. Kawasaki Heavy Industries of Japan Akurdi , Pune – 411035, India Tel.: +(91)-(20)-27472851 Fax: +(91)-(20)-27473398
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Joint Venture Registered & Head Office

Works

Akurdi, Pune 411035 Bajaj Nagar, Waluj Aurangabad 431136 Chakan Industrial Area, Chakan, Pune 411501

E-mail Website

rahulbajaj@bajajauto.co.in www.bajajauto.com

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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 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 distinguis hed business leaders and internationally respected for his business acumen and entrepreneurial spirit.

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took over as General Manager Aurangabad Division in June 1986. After graduating in Commerce.Management Profile: Rahul Bajaj Chairman Rahul Bajaj is an honours Graduate in Economics and Law and a Business Graduate from the Harvard Business School. Bajaj did his MBA from Lausanne. He was appointed Chief Executive Officer of Bajaj Auto in 1968 and took over later as Head of the Bajaj Group of companies. Madhur Bajaj Vice Chairman. 4 . Executive Director in May 2000 and is Vice Chairman since July 2001. Joined as DGM6 in March 1983. Switzerland. became President of Bajaj Auto in September 1994. as its Chief Executive in October 1988. Mr.

Sanjiv Bajaj Executive Director Mr. who took charge as the Executive Director in April 2004. President & Whole Time Director in March 2002 and as JointManaging Director in March 2003. took over as the General Manager (CF7) in 1997 and Vice President (Finance) in April 2001. Sanjiv Bajaj joined as an Officer on Special Duty in 1994. President in May 2000. He obtained a Masters Degree in Manufacturing Systems from the University of Warwick and an MBA degree from Harvard Business School. is a Mechanical Engineer from Pune University. He Joined as Officer on Special Duty in 1990. 5 . Mr.Rajiv Bajaj Managing Director Rajiv Bajaj. He later did his Masters in Manufacturing Systems Engineering from the University of Warwick. Vice President (Products) in June 1995. took over as General Manager (Products) in February 1993. is a Mechanical Engineer from Pune University. who took charge as Managing Director on 1st April 2005. Sanjiv Bajaj.

 To know the tastes and preferences of people of Chennai when it comes to motorcycles.  To understand customer attitude towards Bajaj motorcycles and Bajaj auto.  To know the market share of Bajaj auto in Chennai.OBJECTIVES OF THE STUDY  The objective of the study is “Company image Bajaj and Survey research to measure customer satisfaction towards Bajaj Pulsar in Chennai” during the period of MAY – JUNE 2009  To determine the effects of the company image on the sales.  To predict the boom of automobile industry. 6 .  To measure customer satisfaction of Bajaj pulsar motorcycle owners.  To find the reasons for buying Pulsar motorcycle.

brand image. and cost-of ownership. senior VP. now the buyer also expects similar attention and commitment as the buyer of higher 7 . after-sales service. Bajaj Auto and Enfield motorcycles have come out tops in the customer satisfaction ratings in the 2007 TNS Motorcycle Total Customer Satisfaction Study conducted by TNS Automotive. A trend that has been continuing for the past couple of years is the strong performance of new models. The study says that newly launched motorcycles including the Splendor NXG and CBZ Extreme from Hero Honda. The index score provides a measure of satisfaction and loyalty that a given model or brand enjoys among its customers.NEED OF THE STUDY Hero Honda. an indicator of the growing design capability of the Indian industry ". The study was conducted by compiling responses of more than 7. TNS India . "The upper executive segment is a big contributor to the overall development of the Indian two-wheeler market. They tend to get high ratings on performance and design. product design and cost of ownership is making this the preferred option among a large segment of Indian motorcycle owners who plan to buy a motorcycle in future".Automotive said: "The continued efforts of the industry in bringing down the cost of ownership and providing a good sales experience have clearly borne fruit. motorcycle performance and design. Saxena adds. Pradeep Saxena. product quality. Discover 135 from Bajaj Auto and Bullet 350 from Enfield have been ranked highest in their respective segments. The right mix of performance. The study also found that the expectation of the buyer of standard motorcycles (entry level bikes) has gone up from the previous level.000 new motorcycle buyers as regards the performance of more than 50 models across parameters like sales satisfaction.

For future purchases the preference for motorcycles with high engine capacity (150cc and above) is seen in all four regions of the country however it is almost 70% in south closely followed by west. competitive pricing and explanation have gained importance as well as have high impact on retention. 8 . Explanation of feature and benefit gained in terms of state importance while Salesperson knowledge impacts largely on retention. Across the country. close to 24% of current motorcycle owners intend to upgrade to a four-wheeler as their next vehicle.value bikes. The propensity to upgrade to a car is higher in the north as compared to other parts of the country. In transacting with the service dealer. For the upper executive segment latest technology and style have gained importance. Styling of the bikes in executive segment is gaining importance in overall customer satisfaction. Premium segment buyers are at the center of focus for all of the manufacturers that have educated the customer and empowered him to buy consciously after comparing all the options. now he expects manufacturers to give him the best technology. he questions salesperson and look for the best financing options available and demands quick service.

and Yamaha Fazer. Jaipur. Honda Unicorn. product quality. The common differentiator for all these models is evident in their relatively higher ratings on product performance & design. Honda Unicorn. Splendor's universal appeal is also evident from its consistent ratings across regions and over time." mentions Lochan. "Hero Honda Splendor+ defies the general trend with a strong performance on all measures of customer satisfaction. Mumbai. Patna. "Among the new models." "While newness generally has a positive rub-off on customer perceptions. "Product quality and cost of ownership perception emerge as Unicorn's key strengths. General Manager . "The overall industry average TCS score remains unchanged compared to 2004. Indore. Cochin. Gorakhpur. Chandigarh. TNS Automotive. The TCS index score provides a measure of satisfaction and loyalty a given model or brand enjoys with its customers. Pune. the 2005 Motorcycle Total Customer Satisfaction (MTCS) study conducted by TNS specialist division. Coimbatore. Delhi (NCR). "The gains recorded by most premium and cruiser bikes are nullified by the lack of improvements in the high volume standard and executive segments. Bhopal. Hero Honda Splendor+. brand image. and Royal Enfield Bullet 350 Delight their Customers According to the findings of the 2005 total customer satisfaction (TCS) study released on 23rd June 2005. Royal Enfield continues to dominate the niche 'cruiser' bikes with its Bullet 350 recording segment-best ratings. Surat. The TCS study was conducted from April through June 2005 across 21 centres: Ahmedabad.SCOPE OF THE STUDY Bajaj CT100. aftersales service."The Indian market is extremely sensitive 9 .Asia Pacific of TNS Automotive. is the largest syndicated motorcycle study in India. Ludhiana. by market information provider TNS. Lucknow." he added." said Rajeev Lochan. Ahmednagar. Chennai. motorcycle performance and design. and cost-of-ownership." comments Lochan. Hyderabad. Bangalore. the newly launched Bajaj CT100 and Honda Unicorn rank highest in their respective segments. this phenomenon is not universally true. Kolkata. TVS StaR. while Hero Honda Splendor + leads the competitive 'executive' bikes. Honda Unicorn receives the best ratings to overtake Bajaj Pulsar in the premium segment. Representing the responses of more than seven thousand new-motorcycle buyers towards the performance of 40 models in the key areas of sales satisfaction. and Trivandrum. A commonly observed trend is the strong performance of new models such as Bajaj CT100.

Hyundai. there is a growing preference for Honda. "The current findings validate that this growth will continue given the rapidly increasing base of motorcycle owners." In addition to the customer evaluations on various aspects of their ownership experience. While small car manufacturers such as Maruti." 10 . "However. Chevrolet." observes Lochan." adds Lochan. While a majority of these owners prefer Hero Honda and Bajaj. ▪ 28% of the current motorcycle owners intend to buy an additional or replacement motorcycle in the future. Car manufacturers offering premium compact models are likely to benefit most from this trend.6 lacs for 'standard' and 'executive' bike owners to over 4 lacs for other bike segments. the average budget varies from about rupees 3. Some of the significant observations are: ▪ 14% of the motorcycle owners surveyed indicate their preference for a car in the next 3 years. and Tata Motors finds the strongest preference among this group. This is reflected by TVS Centra's performance where satisfaction with fuel efficiency is relatively lower despite strong mileage figures reported by its owners.a trend seen since TNS' inaugural study in 2003.to mileage/ fuel efficiency . this study also examines key trends in the industry. it is important to diffuse focus from fuel efficiency due to the heightened customer expectations. "The shift in four-wheeler market composition is already evident with car owners upgrading from two-wheelers accounting for a higher proportion of the market compared to 3-5 years back. and Toyota too is significant. "Bajaj CT100 benefits from its segment leading rating on fuel efficiency with its owners also reporting industry-best mileage of 70 kilometers per liter. While this sensitivity is generally seen among all types of owners. ▪ Among those intending to buy a car. it is particularly relevant for 'standard' and 'executive' bikes where customers attach a high importance to fuel efficiency. the preference for Honda.

women have 11 . According to Scooter Total Customer Satisfaction Survey carried out by TNS Automotive. They are the ones who are easier to satisfy compared to their male counterparts.Scooty Pep Plus & Pleasure Lead Customer Satisfaction Ratings Female Riders more Satisfied than their Male Counterparts TNS 2006 Scooter Total Customer Satisfaction Study Contrary to the popular belief. women are not as tough a customer as they are made out to be in a male-dominated world.

This is true even for the men who buy scooters." says Pradeep Saxena. Senior Vice President. which are not significant. after-sales service. have higher satisfaction than Bajaj when it comes to scooters. Even Kinetic. the 2006 Scooter Total Customer Satisfaction (STCS) study conducted by TNS Automotive. which make motorcycles as well as scooters. Representing the responses of new-scooter buyers towards the performance of 18 models in the key areas of sales satisfaction. The trend is very similar for TVS and Honda Motorcycle and Scooters (HMSI). brand image. As a company. Among the ungeared scooters Hero Honda Pleasure tops the rankings followed by Honda Activa. product quality. The TCS index score provides a measure of satisfaction and loyalty that a given model or brand enjoys among its customers. In this segment.But. the erstwhile scooter king. a syndicated study has been conducted to measure and highlight the expectations and satisfaction of women riders vis-a-vis men for the scooter category. and cost-of-ownership. TNS Automotive. "Though scooters are touted as a declining segment of the two-wheeler industry in comparison to a far more active motorcycle segment. whose motorcycles are much lower than competition models. is the only company whose scooter customers are less satisfied than its motorcycle customers. it leads the satisfaction scores among motorcycle owners as well as scooter owners. which has entered the scooter market recently is able to delight those who bought its maiden offering Pleasure. all is not lost for Bajaj. it is clearly delivering higher satisfaction to its buyers. Bajaj scooter customers are being treated far better than in the earlier days but the product required a change. Chetak 4S makes up with a much higher score on sales satisfaction. scooter performance and design. 12 . Chetak 4S shares the top honours with Honda Eterno. When it comes to geared scooters. Is this an omen for the future?" asks Chris Bonsi. even Honda finds it difficult to beat 'Hamara Bajaj'. is the largest syndicated scooter study ever done in India. ''TNS has been conducting MTCS for last five years in India which covers only male customers. Though Eterno scores far higher on Quality. ironically Bajaj Auto. For the first time. Regional Director.consistently given higher satisfaction scores to the scooter models they use barring a few exceptions here or there. Clearly. In contrast Hero Honda. Comparing the companies. It comes close on the heels of the 2006 Motorcycle Total Customer Satisfaction (MTCS) study released by TNS Automotive a few days ago. TNS Automotive.

Pleasure is not 'Just4her'. it rides on the strong brand image of Hero Honda. "As per the study. In fact. geared or ungeared. TVS Scooty Pep Plus is the king or may be we should call it the queen. Chris Bonsi adds a word of caution here for the scooters manufacturers. This indigenously developed product takes on the high mighty and is the top scoring model in the entire scooter industry. it is the South India that provides the highest satisfaction scores to this category. In the scooter segment. In addition. Pleasure scores higher on 'Performance & Design' as well as 'Quality'. It says a lot about the capability of its designers in understanding the needs of their customers as it is the only model achieving a three digit score on Performance & Design in 2006 among all two-wheelers. Manufacturers must pay attention to this as this steep fall happens in the case of 'Quality' and 'Cost of Ownership' . its male buyers are a tad more satisfied than its female owners.an area very close to the heart of Indian consumers." explains Pradeep Saxena. 13 . the satisfaction with scooters drops much faster with their age (ownership period) compared to scooters. However. North Indians are more satisfied with ungeared scooters. However." The study also shatters a popular myth that north India is enamoured with geared scooters. On the converse."Interestingly though both products share the same broad platform.

The research is directly concerned with the study of human preference and behavior and achieving absolute mathematical accuracy towards this was not possible. 3. 14 . their satisfaction level and defects in the motorcycles. The researcher had to depend on the discussion made with the manager of the unit. 4. During the survey most of the respondents contacted had newly purchased the motorcycle thus they could not respond accurately i. Some data like abbreviations and detailed promotional activities were scarce even on internet. 2.LIMITATIONS 1.e. Secondary data about MaliniSri motors was rarely found as this firm was new and not much has been written about it.

2. Personal interview with customer 15 . They are: 1. A questionnaire is simply a formalized set of questions for eliciting information. beliefs.CHAPTER – 2 RESEARCH METHODOLOGY Survey research is the systematic gathering of information from respondents for the purpose of understanding and/or predicting some aspects of the behaviour of the population of interest. feelings. It is the most common method of collecting primary data for marketing decisions. questionnaire administration and data analysis. personal characteristics and other descriptive items. The administration of questionnaire to an individual or group of individuals is called an interview. Survey research is concerned with administration of questionnaires (interviewing). questionnaire design. The survey research must be concerned with sampling. The report has been prepared as per the information obtained from two sources. Proprietor. past and intended behaviour. knowledge. Primary data 2. Structured questionnaire 3. Secondary data 1.Primary data: The primary data included the information collected from the 1. manager and employees of MALAINI SRI BAJAJ motors. its function is measurement and it represents the most common form of measurement in marketing research. Survey can provide data on attitudes. As such. ownership.

2. Books e. b.Secondary data: Secondary data includes a. Customers visiting showrooms for servicing their motorcycles 2. Newspapers etc Sampling plan: Data collected has been analyzed and interpreted by using simple percentage method and finally the data is presented in graphs and charts. Sampling frame : 1. bike magazines. College parking etc Sampling unit: Motorcycles owners esp. Desired sample size: A sample size of 60 motorcycle owners was specified. Data from various magazines esp. Bajaj Pulsar motorcycle owners Sampling method: Simple random sampling method was used. 16 . Shopping malls. Markets. Brochures d. Internet c. Supermarket.

Survey administration process

QUESTIONNAIRE

INTERVIEWER

RESPONDENT

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DATA ANALYSIS AND INTERPRETATION

SWOT Analysis:
Market trends must be considered as the company the company develops its marketing strategies. 1. Strengths:  "Bajaj" is a well established Brand name in the scooter segment.  Bajaj Auto is a cost-effective producer in the two wheeler market.  It has a huge market share in the scooter segment of the two-wheeler industry. This acts as a cushion for the company in their efforts of foraying into the motorcycle segment.  Bajaj has established a wide distribution network for the scooter segment which will favor them in their efforts in the motorcycle segment.  Marketing has been a strength for Bajaj since inception. Strengths are internal capabilities that can help the company reach its objectives Bajaj can build three important strengths: 1. Style 2. Pick up 3. Speed

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2. Weaknesses:  Bajaj has become a generic name associated with the scooters and that needs to be changed in the minds of the consumers before it could expect a great success in the motorcycle segment.  Bajaj is dependent on its foreign counterparts for technological support. This needs to be addressed as it might be crucial when the foreign players enter the Indian market directly. Weaknesses are internal elements that may interfere with the company’s ability to achieve its objectives. The weaknesses evaluated after the study are: 1. Heavy weight of the motorcycles 2. Mileage 3. Costly spare parts 3. Opportunities:  The motorcycle segment is expected to grow at a considerable rate and this would provide a good opportunity for Bajaj Auto to increase its market share in this segment.  Kawasaki of Japan, when it comes to India, can help Bajaj enhance its product portfolio in the motorcycle segment as Kawasaki plans to use Bajaj's manufacturing base for its global operations. Opportunities are areas of buyer’s needs or potential interest in which the company might perform profitability. They are all external factors. Bajaj can take advantage of three major market opportunities: 1.Increasing demand for high speed motorcycles. 2. Launching low cost motorcycles especially for India’s large number of middle class which is more than 60% of total population. 3. Reaching the towns through dealership as the middle class living in this area is getting rich and their purchasing power is also increasing.

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They are external factors. Bajaj faces three major threats in future: 1. in the motorcycle segment will stiffen the competition and will hamper the efforts of Bajaj to establish itself in the motorcycle segment.  Entry of Multinational companies. Threats:  The market share in the scooter segment has taken a beating from TVS Suzuki's entry into this segment. Increasing competition 2.4. Threats are challenges posed by an unfavourable trend or development that could lead to lower sales and profit. Launch of cheaper motorcycles by competitors 3. especially Chinese ones. Launch of cheaper cars by TATA whose price is equivalent to Bajaj’s Pulsar segment 20 .

of respondents 53 7 60 Chart 1.Do you own a motorcycle? Table 1 Response Yes No Total No.67% do not own motorcycle. 1.1 reveals the motorcycle ownership in Tondaiyarpet.33 16. Classification as per ownership of motorcycle: Q no1 . 21 .67 100 1.1 Percentage 83. The survey revealed that 83.ANALYSIS & INTERPRETATION: The data collected with the help of questionnaires is tabulated and analyzed.33% own motorcycles and11. Chart 1.

of respondents 40 20 60 Chart 2.67 33.Chart 2.2. Classification as per ownership of Bajaj motorcycle Q no2.1 reveals the market share of Bajaj motorcycle companies in Tondaiyarpet(Chennai).Out of 60 owning motorcycles 66.33% are not owning Bajaj Motorcycles.33 Yes No 66.67 2. 22 .1 Percentage 66. Do you own bajaj motorcycle? Table 2 Response Yes No Total No.33 100 Percentage 33.67% are owning Bajaj and 33.

23 . Platina 3.67%.1 Percentage 3.1 exhibits ownership of various brands of Bajaj i. XCD 1525%.33 5 100 Chart 3.33 5 Pulsar 25 41.33% and Others 5%. Discover 25%. Of Respondent 25 15 15 2 3 60 Percentage 41.67 25 25 3.Which motorcycle of Bajaj Auto do you own? Table 3 Brand Pulsar Discover XCD Platina Other Total NO. 23 of them own Bajaj motorcycles .e.Classification based brand-wise ownership of Bajaj Auto: Q no3.3.Chart 3.67 Discover XCD Platina Other 25 3.Pulsar is owned by 41.

e.1 reveals series wise ownership of Pulsar i.1 Sales 16.Chart 4.33% are owning 150cc 30% are owing 180cc.Classification based on series-wise ownership of Bajaj Pulsar motorcycle: Q no4. 33.Which series of Bajaj Pulsar motorcycle do you own? Table 4 Pulsar Series 150 cc 180 cc 200 cc 220 cc Total NO. 20% are owing 200cc and 16.33 20 150 cc 180 cc 200 cc 220 cc 30 4.4.of Respondent 20 18 12 10 60 Percentage 33.67 100 Chart 4.67% are owing 220cc 24 .33 30 20 16.67 33.

33 16.33 3.of Respondent 15 10 5 10 5 3 5 2 4 1 60 Percentage 25 16. Tick any 5 reasons for selecting Bajaj Motorcycle? Reason For Purchase Style Brand Image Mileage Pick Up Price Resale Value Popularity Comfort Safety Low Maintainence Total Table 5 NO.5.67 8.33 5 8.67 100 25 .33 6. Classification based on main reasons for purchasing Bajaj Pulsar motorcycles: Q no5.67 8.67 1.

Chart 5.67 13.Chart 5. 6.33 25 Style Brand Image Mileage 16.67 16.33 100 26 .of Respondent 10 20 10 10 8 2 60 Percentage 16.33 16.67 Pick Up Price 8.Classification based on source of information for the purchase of Bajaj Pulsar motorcycle: Q no6.1 reveals the maximum reasons for selecting Bajaj Pulsar motorcycle.What was the source of information for the purchase of Bajaj Pulsar motorcycle? Table 6 Source Of Information Family Friends Advertisements Mechanics Dealers Others Total NO.33 16.67 33.67 Resale Value 5.33 3.1 Percentage 5 8.

Chart 6.67 33.Chart 6.1 Percentage 3.67 41.33 13.Classification based on satisfaction level of Bajaj motorcycle customers: Q no7. What is your level of satisfaction towards Bajaj Pulsar motorcycles? Table 7 Level Of Satisfaction 0-25% 25-50% 50-75% 75-100% Total NO.67 25 100 27 .33 16.67 Family Friends 16.67 16.1 reveals the main sources of information to purchase Bajaj Pulsar motorcycle.67 Adversitement Mechanics Dealers Others 6. 7.Of Respondent 10 25 10 15 60 Percentage 16.33 16.

2550% are 41.67%.33 5 3.Chart 7.67% and 75-100% are 25%.Classification based on feelings when the Bajaj Pulsar motorcycle owners ride the bike: Q no8.33 100 28 .67%.67 41.1 Sales 25 16. How do you feel when you ride your Bajaj motorcycle? Table 8 Customers Feeling Excited Playful Happy Boring Uncomfortable Total NO.67 0-25% 25-50% 16.33 25 33.1 shows the level of satisfaction of Bajaj motorcycle owners towards their motorcycle 60 respondents were 0-25% are 16.Of Respondent 20 15 20 3 2 60 Percentage 33.67 50-75% 75-100% 7. 8.Chart 7.50-75% are 16.

33 Playful Happy Boring Uncomfortable 25 8.33 33.1 Percentage 3.Chart 8.Most of the motorcycle owners were feeling Playful when the ride their motorcycle with 60 responses. 9.67 50 8.1. Classification based on overall rating of Bajaj Auto: Q no10 .33 0 0 100 29 .Of Respondent 25 30 5 0 0 60 Percentage 41.15 were playful. 20 were Happy and 3 was feeling Boring and 2 were feeling Uncomfortable as depicted in chart 8.33 5 Excited 33. 20 were feeling Excited.Overall. how would you rate Bajaj Auto? Table 9 Rating Excellent Good Neither Good Nor Bad Bad Very Bad Total NO.

Chart 9.1 shows overall how the Bajaj motorcycle owners rate Bajaj.33 Excellent 41.14 shown below reveals rating of Bajaj by Pulsar motorcycle and other Bajaj motorcycle owners. The table no.Chart 9. Rating Table 14 Respondents Respondents Owing Bajaj Owing Other Motor Cycles Bajaj Motor (Pulsar) Cycles 20 22 5 5 Total Respondents Execellent Good Neither Good Nor Bad Bad Very Bad Total 25 30 5 8 0 0 0 47 0 0 13 0 0 60 30 .1 Percentage 00 8.67 Good Neither Good Nor Bad Bad 50 Very Bad 9.

33 100 Chart 10.33 41.67 25 16.1 Percentage 3.33 3.10.67 16.67 Definitely Will Buy Probably Will Buy Might Or Might Not Buy Probably Will Not Buy 25 Definitely Will Not Buy 31 .33 13.Of Respondent 25 15 10 8 2 60 Percentage 41.Do you wish to buy Bajaj Pulsar or any of the Bajaj Auto’s motorcycle? Table 10 Willingness Definitely will Buy Probably Will Buy Might or Might Not Buy Probably Will Not Buy Definitely Will Not Buy Total NO.67 13.Classification based on willingness to buy Bajaj Pulsar or any of the Bajaj Auto’s motorcycle? Q no11.

15 reveals the willingness of all respondents to buy Bajaj Pulsar motorcycle.Chart 10. Table no.1 reveals the willingness of other respondents who do not own Bajaj but are willing to buy Bajaj motorcycle in future.10. Classification as per Willingness to buy Bajaj Pulsar of those not owning Pulsar Willingness Table 15 Those owing Those Bajaj Motor owing Cycles other Motor Cycles 10 5 Those who are owing motor cycles Total Definitely will buy Probably will Buy Might or Might not buy Probably will not buy Definitely will not buy Total 10 25 5 3 7 15 5 0 5 10 2 4 2 8 0 0 2 2 22 12 26 60 32 .

Table no.16 reveals the respondents of other company’s motorcycle owners willig to buy Bajaj motorcycle Classification as per Willingness to buy Bajaj those owning other company’s Motorcycle Willing ness Definitely will buy Probably will Buy Might or Might not buy Probably will not buy Definitely will not buy Total Hero Honda 10 Table 16 TVS Honda Other Total 5 8 2 25 5 3 2 5 15 2 3 4 1 10 2 2 2 2 8 1 0 1 0 2 20 13 17 10 60 33 .

no 12b.33 100 Chart 11. Of Respondent 37 18 3 2 60 Percentage 61.1 34 . Which age group do you belong? Table 11 Age Group 18-25 26-35 36-45 46 and Above Total NO.11.Classification based on age of respondent: Q .67 30 5 3.

5% are between 36-45 and 3. Table no.11.18 shows the age of those respondents owning motorcycles of various companies including Bajaj’s.30% are between 26-35. 61.i.Chart 11.17 shows the age of those respondents owning and not owning motorcycle.33% are above 45 years of age. Age group Table 17 Age Those Owing Motor Cycles Those Not Owing Motor Cycles 6 0 1 0 7 Total 18-25 26-35 36-45 45 and Above Total 31 18 2 2 53 37 18 3 2 60 Table no.1 shows the age wise classification of all respondents . Age wise classification of those owning motorcycles Table 18 Age Bajaj HeroHon da 5 2 2 1 Tvs Honda Other Total 18-25 26-35 36-45 45 and Above 20 10 1 1 5 2 0 0 5 2 0 0 2 2 0 0 37 18 3 2 35 .67% are between 18-25.e.

67 1.67 21.Of Percentage Students Business Men Professionals Working Professionals Employees Others Total Respondent 31 13 1 5 8 2 60 51.Classification based on occupation of respondent: Q no12c.Total 32 10 7 7 4 60 Table no.67 8.33 3.33 100 36 .19 shows the age of those respondents owning only Pulsar and other motorcycles of Bajaj. Table 19 Age 18-25 26-35 36-45 35 and above Total Other Bajaj 15 10 0 2 27 Only Pulsar 22 8 3 0 33 Total 37 18 3 2 60 12.33 13.What is your occupation? Table 12 Occupation NO.

Chart 12.1 reveals the Occupation wise classification of all respondents.1 12.20 reveals the occupation of all respondents owning motorcycles of various companies Occupation Bajaj HeroHon da Table 20 TVS Honda Others Total Students Businessmen Professionals Working Professionals Employees Others Total 15 4 0 3 12 5 1 2 2 2 0 0 1 2 0 0 1 0 0 0 31 13 1 5 3 1 26 4 1 25 1 0 5 0 0 3 0 0 1 8 2 60 Table no.21 reveals the occupation of those respondents owning only Pulsar and other brands of Bajaj company. Table no. 37 .Chart 12.

Of Respondent 4 14 20 22 60 Percentage 6. Classification based on total monthly family income of respondents: Q no12d.33 36.33 33.What is your total monthly family income? Table 13 Monthly Income Less Than 5000 5000-10000 10000-15000 Above 15000 Total NO.Table 21 Occupation Bajaj pulsar Other bajaj Motor Cycles 11 6 0 1 total Students Business men Professionals Working professionals Employees Others Total 20 7 1 4 31 13 1 5 6 2 40 2 0 20 8 2 60 13.67 100 38 .67 23.

13. Table no.Chart 13.1 reveals the income of all respondents those owning and not owning motorcycles.22 shows how much respondents fall in which income group and how many are owning the motorcycles. Table 22 Income Those Owing Motor Cycles Those Not Owing Motor Cycles 2 3 1 1 7 Total Upto 5000 5001-10000 10001-15000 Above 15000 Total 2 11 19 21 53 4 14 20 22 60 39 .

Table 24 Income Other Motor Cycles of Bajaj 2 6 8 7 23 Only Pulsar Total Upto 5000 5001-10000 10001-15000 Above 15000 Total 2 8 12 15 37 4 14 20 22 60 40 .23 reveals income of respondents and how many of them own motorcycles of which company.24 reveals the income of respondents owning only Pulsar and other motorcycles. Table 23 Income Bajaj Hero Honda 2 5 8 8 23 TVS Honda Others Total Upto 5000 5001-10000 10001-15000 Above15000 Total 1 7 8 9 25 1 1 1 2 5 0 0 1 1 2 0 1 2 2 5 4 14 20 22 60 Table no.Table no.

67 8. 92% Chart 14 reveals that aware of free service offered by the showroom. 41 . 8% Yes No 91.13.33 100 Percentage 8.33. of respondents 55 5 60 Chart 14.1 Response Yes No Total Percentage 91. Are you aware of giving free service from the showroom ? Table 14 No.14.67.Classification is based on the service of the motorcycle Q.

42 .1 Percentage 25 Yes No 75 Chart 15 reveals that customers satisfaction on service towards their motorcycle.15. Classification based on Satisfaction of customers towards service of motorcycles: Q.13. a Are you satisfied with the service done in showrooms ? Table 15 Response Yes No Total No. of respondents 45 15 60 Percentage 75 25 100 Chart 15.

f = (C-1)*(R-1) Where.E)^2 E Where O = observed frequency E = expected or theoretical frequency The degree of freedom is calculated from the frequency table called contingency table by using the formula d. c = no.STATISTICAL TOOL Chi – Square Analysis Chi-Square test are conducted to test wheather two or more attributes are associated or not. 43 . Chi-square can only be used if the experimental data or sample observation are independent of each other. of cell frequencies in columns. of frequencies in rows. It describes the magnitude of the discriptancy between theory and observation. The data collected must be drawn at random from the universe or population they use the folloeing formula for calculating the value of chi-aquare. r = no. X^2= (O .

5 13.0 Therefore the sum of tables is 8.25 42.5 -6.Chi – Square data is done for owing motorcycle and owing Bajaj motorcycle.5 O-E 6.25 (O-E)/E 0. Sample Size is 120 Factors Yes No Total Chi – Square Table : O 53 7 40 20 E 46.0 and Tabulated Value = 3. Owing MotorCycle 53 7 60 Owing Bajaj MotorCycle 40 20 60 Total 93 27 120 Chi – Square data is done for aware of free service and satisfaction towards free service 44 .5 46.25 42.5 6. Alternative Hypothesis (H1) : There is a significant relationship between owing motorcycle and owing Bajaj motorcycle.5 (O-E)2 42.0 Degree Of Freedom = (r-1)*(c-1) =(2-1)*(2-1) = 1 Significance Level at 5% Calculated Value = 8.84 Therefore Tabulated value is lesser than Calculated Value Hence therefore Null Hypothesis (H1) is accepted and (H0) is rejected.Null Hypothesis(H0) : There is no significant relationship between owingmotor cycle and owing Bajaj motorcycle.1 0.9 3.1 Sum is 8.9 3. 1.5 -6.25 42.5 13.

45 .5 0.Null Hypothesis(H0) : There is no significant relationship between aware of free service and satisfaction towards free service Alternative Hypothesis (H1) : There is a significant relationship between aware of free service and satisfaction towards free service Sample Size is 120 Factors Aware of Free Service 55 5 60 Satisfaction Towards Free Service 45 15 60 Total Yes No Total Chi – Square Table : O 55 5 45 15 E 50 10 50 10 100 20 120 O-E 5 -5 -5 5 (O-E)2 25 25 25 25 (O-E)/E 0.5 2.5 2.59 Therefore Tabulated value is greater than Calculated Value Hence therefore Null Hypothesis (H0) is accepted and (H1) is rejected.0 Degree Of Freedom = (r-1)*(c-1) =(2-1)*(2-1) = 1 Significance Level at 5% Calculated Value = 6.0 and Tabulated Value = 12.5 Sum is 6 Therefore the sum of tables is 6.2.

FINDINGS FINDINGS: The study was conducted and the findings are given in the following text: 1. TVS. 4. Pulsar. But Bajaj was present with more than 60 % of high displacement segment like Pulsar.2 in leadership. 3. Most effective factor for influencing the customers: 26. Market share: Market share of Bajaj is alright but it is no.67% of respondents commented that advertisement was the main source of information which influenced them to buy a particular brand of Bajaj i. The research proved that customers see Bajaj as the company manufacturing stylish and quality motorcycles. Its market share is 34%. Customer perception of quality and style: Customer satisfaction of quality and style was high on pulsar. 46 . Even Bajaj has not signed for any celebrity endorsement advertisement influences people. Honda are already present in the market. Market presence: Automobile companies like HeroHonda. But still Bajaj should sign a celebrity as its brand ambassador.e. 2.

Manufacture fuel efficient motorcycles. Manufacture motorcycles which can withstand for long time on Indian roads.SUGGESTIONS & RECOMMENDATIONS 1. 4. It should appoint a brand ambassador and also sponsor entertainment and sports events so that the name of the company remains in the minds of the people. Increase in advertising in mass media to promote its sales. 5. 47 . 3.Company should implement new marketing strategies to compete with cheaper cars like NANO recently launched by TATA as it is one of the threat to automobile industry. 2.

Bajaj Auto came into existence on November 29. Latin America.CONCLUSION Indian 2-wheeler industry is the second largest in Asia after China. 48 . The group comprises of 27 companies.. women empowerment. animal husbandry etc. Bajaj has always produced quality motorcycle with style and maintained its standard by being on No. The present Chairman and Managing Director of the group. Apart from business it has contributed a lot for the society by as its customer social responsibility.and three.2. took charge of the business in 1965. health services. Distribution network covers 50 countries. Bajaj Auto. is ranked as the world’s fourth largest two. And Bajaj is one among them. took over the reins of business in 1942. It has contributed to agriculture. Kamalnayan Bajaj. the US and Asia. Jamnalal Bajaj is founder of the group. It has a network of 498 dealers and over 1. then 27. Rahul Bajaj. Although Hero Honda is the market leader in the automobile sector. 1945 as M/s Bachraj Trading Corporation Private Limited. Other activities of the group include insurance and investment business.wheeler manufacturer and the Bajaj brand is well-known in over a dozen countries in Europe. His son.500 service dealers and 162 exclusive three-wheeler dealers spread across the country. The Groups' principal activity is to manufacture two and three wheeler vehicles.

BIBLIOGRAPHY Books: 1. Auto India .com www.com 49 .Car & Bike Magazine 3.mypulsar.bajajauto.Philip Kotler Marketing Management Magazines: 1.Car & Bike Magazine 2.com www.com www.google. Overdrive . Business Today Websites: www.com www.wikipedia.managementparadise.

Organizations are increasingly interested in retaining existing customers while targeting non-customers measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. not necessarily what they do on your site. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. Front line Service Behaviors. and much more. is a measure of how products and services supplied by a company meet or surpass customer expectation. Commitment to the Customer and Innovation. Value. Efficiency. Timeliness. These ten domains of satisfaction include: Quality. Because satisfaction is basically a psychological state. Measuring Customer Satisfaction You want people to be satisfied with your website – right? Measuring customer satisfaction is subjective – it tells you what they say they like and don’t like about your site. Environment.ANNEXURE Customer satisfaction. further expanded by Berry in 2002 and known as the ten domains of satisfaction. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior. Zeithaml and Berry (Leonard L) between 1985 and 1988 50 . when they used your site. care should be taken in the effort of quantitative measurement. But it will tell you whether they happy or not. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. Inter-departmental Teamwork. a business term. Work done by Parasuraman. Ease of Access. although a large quantity of research in this area has recently been developed. whether they’ll recommend your site to others. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. how likely they are to return. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.

sometimes using a contractor to compile and analyze the data. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured. Some agencies have developed their own surveys. and email feedback forms to gauge customer satisfaction and expectations. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman. If you’re looking to purchase your own online survey tool. whether they’ll recommend your site to others. you can start by doing a web search for “online surveys” or “customer satisfaction online surveys.” Measuring Customer Satisfaction You want people to be satisfied with your website – right? Measuring customer satisfaction is subjective – it tells you what they say they like and don’t like about your site. Ways to Measure Customer Satisfaction Many agencies use online customer satisfaction surveys. how likely they are to return. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. and email feedback forms to gauge customer satisfaction and expectations. sometimes using a contractor to 51 . This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. when they used your site. and much more. Ways to Measure Customer Satisfaction Many agencies use online customer satisfaction surveys. customer satisfaction equals perception of performance divided by expectation of performance. focus groups. According to Garbrand. Some agencies have developed their own surveys.provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. But it will tell you whether they happy or not. focus groups. not necessarily what they do on your site. Others purchase commercial satisfaction surveys that use a standard methodology across multiple websites.

which allows visitors to view analysis of the over 6. you need to comply with the Paperwork Reduction Act. Resources: Customer Satisfaction Customerservice. you can start by doing a web search for “online surveys” or “customer satisfaction online surveys. Others purchase commercial satisfaction surveys that use a standard methodology across multiple websites.uses the American Customer Satisfaction Index (ACSI) survey. general questionnaires.gov -. instructions. and other types of collections. what they’re looking for.” Requirements for Customer Surveys If you put a survey on your site.in-house survey used to learn about site visitors.000 responses received todate EPA’s customer survey -. Examples Department of Education’s customer survey -. If you have a survey. 52 . One advantage of using the ACSI is that you can compare your results to other government agencies and top commercial websites. American Customer Satisfaction Index (ACSI) -. Explains how federal agencies can use the American Customer Satisfaction Index (ACSI) online survey. and how satisfied they are Forest Service online survey -. This includes forms.in-house survey.compile and analyze the data. If you’re looking to purchase your own online survey tool. surveys.managed by the Federal Consulting Group at the Department of Treasury. you must display the current OMB control number.customer satisfaction survey tool used by many federal agencies and organizations in the private sector. which requires federal agencies to have OMB approval before collecting information from the public. They provide a notice on their site telling visitors about the survey and how the data will be collected and used.

The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into five categories: Attractive. and purchase behavior. Increasing ACSI scores has been shown to predict loyalty. both for market indices and for individually traded companies. Passives. you need to comply with the Paperwork Reduction Act. Based on their responses. word-of-mouth recommendations. The ACSI measures customer satisfaction annually for more than 200 companies in 43 industries and 10 economic sectors. which requires federal agencies to have OMB approval before collecting information from the public. In the net promoter framework. and Detractors. Academic research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP) growth. and an even stronger predictor of Personal Consumption Expenditure (PCE) growth. instructions. In addition to quarterly reports. Indifferent. surveys. Methodologies The University of Michigan's American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction. research has shown that ACSI data predicts stock market performance. Companies calculate their Net Promoter Score by subtracting their % Detractors from their % Promoters. If you have a survey. It serves as an alternative to traditional customer satisfaction research. general questionnaires. the ACSI methodology can be applied to private sector companies and government agencies in order to improve loyalty and purchase intent. Reverse. Promoters are viewed as valuable assets that drive profitable growth because of their repeat/increased purchases. Must-Be.Requirements for Customer Surveys If you put a survey on your site. longevity and referrals. "How likely is it that you would recommend us to a friend or colleague?"). reduced purchases/defection and negative word-of-mouth. Kano also produced 53 . On the microeconomic level. and other types of collections. This includes forms. while Detractors are seen as liabilities that destroy profitable growth because of their complaints. customers can be categorized into one of three groups: Promoters. Companies obtain their Net Promoter Score by asking customers a single question (usually. The Kano model offers some insight into the product attributes which are perceived to be important to customers. One-Dimensional. you must display the current OMB control number. The Net Promoter score is a management tool that can be used to gauge the loyalty of a firm's customer relationships.

.g. These include A. the revised Norwegian Customer Satisfaction Barometer) to indicate the gap between customer expectations and experience. to collect the valuable feedback data collection. provided by companies such as VIRTUATel. So don't. known for its top-box approach and automotive industry rankings. Customers don't want to feel abandoned.D. Management can then log into their private website and use the sophisticated business intelligence reports which are built in to the Gustometria system. whether hosted or on-premise. Just as it is bad news to send out too many emails to customers. the real power of such surveys is in making use of sophisticated data analysis techniques and comparison indicators such as Advocacy Index to drive powerful Performance Management to increase customer retention and revenue percustomer rates. One of the newest and most innovative customer satisfaction measurement methodologies is called Gustometria. which incorporates the Stages of Excellence framework and which helps define a company’s status against eight critically identified dimensions.a methodology for mapping consumer responses to questionnaires onto his model. Gustometria is realtime measurement of customer and employee satisfaction. However. many have introduced automated voice surveys at the end of a call. it is just as bad to not stay in contact with them. Although extremely challenging. J. Other research and consulting firms have customer satisfaction solutions as well. email and telephone surveys. Customers are invited to answer a short survey by touching the "gustometer" screen with their fingers. SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-satisfaction surveys (e. These use IVR technology.T. Power and Associates' marketing research consists primarily of consumer surveys and is publicly known for the value of its product awards. Power and Associates provides another measure of customer satisfaction. J. Kearney's Customer Satisfaction Audit process. Stay in contact with customers on a regular basis.D. 54 . The responses are collected immediately by the Gustometria servers which tabulate the results in real time. Improve Your Customer Service 1. Most innovative contact centers make increasing use of multi-media surveys including web.

Offer them your ezine subscription. Hyperlink all your e-mail addresses so they don't have to find or type it. send out a monthly survey to this group asking for ideas and input on how to improve your customer service. and thank you and can never be over used. Give bonuses to your customers who make a big purchase or multiple purchases. .Follow-up after each sale to see if they are satisfied with their purchase. U-welcome. 55 . Add a frequently asked question's "FAQ" page and explain anything that might confuse your customers or visitors. and then another in a month. Give your customers more than they expect. Give your employees bonuses or incentives to practice excellent customer service.Ask customers if they want to be updated by e-mail. Offer a toll free number. Send thank you gifts to long time customers. 5. Don't make your customers or visitors hunt for your contact information. This will show your customers you really care about them. Send an e-mail out a few days after their purchase. another in a week or two. Resolve customer complaints quickly and completely. Admit and apologize for mistakes quickly and make it up to them in BIG ways if you want them to continue being a customer. 6. 4. If you have strategic alliances or employees. . Answer all e-mail and phone calls within a few hours. Create a customer focus group by inviting 10 to 20 loyal customers to meet regularly. Alternatively. Make it easy for them to contact you. each one has different concerns. make sure they are familiar with your customer service policy. 3. give them a gift certificate. Be polite no matter what. or send them free product. Tell employees to be flexible with each individual customer. 8. Have a web site that is easy to navigate. Follow-up with an electronic survey with questions on how to increase your site's user-friendliness. Offer as many contact methods as possible. 7. needs and wants. 2. please. Give them a reward. E-mail them greeting cards on holidays or birthdays if you have their address or online cards if you only have their e-mail address and name.Here are three things to help you stay in touch: . Pay them.

Companies struggle to cut costs without realizing that customer attrition might be the single largest cost they have. If they send you a referral they get 10 points. 10. Set up a points-earned sheet. It isn't what you perceive as valuable but what customers see from their eyes. barbecues. sometimes. Reward in points -. dances. thriving business. parties. if they buy something add 10 more points.9. Yet. If that occurs. THE PROBLEM: “AVERAGE” CUSTOMER SATISFACTION. do you best and then let it go. 56 . You don't want them for clients anyway. Keeping customers happy has the same bottom line effect as cutting costs. But you won’t get there by providing the same “average” service as everyone else. seminars or other special events.give customers a point for every dollar they spend. and you could increase your profits 25% to 100%. Increase your customer retention by 5%. you just can't please some folks. invite customers to your office for lunches. RETENTION AND LOYALTY Customer service is the cornerstone of a solid. E-mail the customer an update monthly. It costs six to thirty times more to get a new customer than it does to service and maintain the satisfaction and loyalty of an existing customer. If your business is local.

This unique customer service training program supports today’s busy managers with lessons that require just 30 minutes a week. It is a convenient. loyalty and retention is to consistently deliver a level of customer service that exceeds and even anticipates the customer's expectations for value. customer loyalty and customer retention thereby creating profits. customer relationship management and call center training programs are tailored to heighten and focus awareness and sensitivity to your clients' needs and enhancing the customer experience. low-cost management training program that meets the unique needs of those who are challenged with transforming their customer service and customer relationship management into a competitive advantage. The Customer Care Coach® customer service training. Customer satisfaction and loyalty are directly tied to the quality of your customer relationship management. inspire and motivate a team that is focused on customer care.sm“ Now you can bring me into your office "virtually" for a fraction of the cost of my management training fee. THE SOLUTION: THE CUSTOMER CARE COACH® In addition to my workshops and keynotes. 57 . I’m thrilled to offer you The Customer Care Coach®. a do-it-yourself e-mail based weekly customer service training and coaching program designed to teach managers and small business owners "The Art & Science of Exquisite Customer Care. customer relationship management and call center training programs that sharpen their customer focus and build customer satisfaction. Good customer relationship management entails thoughtful customer care and customer experience design.THE CHALLENGE: KEEPING CUSTOMERS HAPPY AND LOYAL The key to customer satisfaction. Companies looking to thrive in the 21st century are investing in customer service training programs. The customer has to feel good about doing business with you. The Customer Care Coach® customer service training program teaches you how to build. loyalty and retention with every experience.

What new /innovation would you like to see in Bajaj Pulsar motorcycle? _____________________________________________________________ 10. Which series of Pulsar motorcycle do you own? a. Probably will buy c. Low maintenance j. Bad e. Other __________(Please Specify) 4.150cc b. Pickup e. No 2. How do you feel when you ride your Bajaj motorcycle? a. Tick any 5 for selecting Bajaj Pulsar? a. Price f. Very Bad 11. Resale value g. Might or Might not Buy d. Excited b. Probably will not buy e. Dealers f. Boring e. XCD d. Playful c. Do you own Bajaj Motorcycle? a.180cc c.220cc 5.0-25% b. Others __________(Please Specify) 7.Do you own a motorcycle? a. Pulsar b. Popularity h.75-100% 8. Mileage d. Safety 6. Platina e. No 3. Excellent b. how would you rate Bajaj Auto? a. Brand image c. Friends c.200cc d. Overall. Neither good Nor Bad d. Yes b. What is your level of satisfaction towards Bajaj motorcycle? a. Yes b. Mechanics e.Do you wish to buy a Bajaj Pulsar or any of the Bajaj Auto’s motorcycle? a. Uncomfortable 9. Good c. Discover c. Which motorcycle of Bajaj Auto do you own? a.What was the source of information for the purchase of Bajaj Pulsar motorcycle? a. Definitely will not buy 58 .QUESTIONNAIRE 1. Family b.25-50% c. Media d. Comfort i. Definitely will buy b. Style b.50-75% d. Happy d.

12.Few personal information: a. Less than 5000 ii. No 59 . Students ii.46 and above c. Above 15000 13.36-45 iv. CAs. Which income group do you belong? i. Are you satisfied of giving your motorcycle for free service from the showroom? a. Are you aware of giving free service of your motorcycle to the Showroom? a. Working professional v. Which age group do you belong? i.18-25 ii. Businessmen iii. What is your occupation? i. Others d.10001-15000 iv. No 14. Name & Address_________________________________________________________ ___________ b.26-35 iii.5001-10000 iii. Yes b. Professional(Medicos. Yes b. iv. Employees vi.

60 .