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A PROJECT REPORT ON

Study of “Customers Satisfaction level towards bajaj Platina bikes” (With special reference to Jind city) For partial fulfillment of MBA degree course of Kuruks etra !ni"ersit#

Arun Kumar MBA

Kuruks etra !ni"ersit# Post $raduate Regional Centre % Jind

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&EC'ARAT(ON I, run !umar, a student of "# $%&1&'1%( studying at Kuruks etra

!ni"ersit# Post $raduate Regional Centre% Jind)Solemnly declare t)at t)e *roject work titled' ‘ Study of customers satisfaction level of bajaj platina bikes was carried out by me at Ba*a* Automo+ile in Jind cit#% in *artial fulfillment of t)e MBA programme . +)is *rogramme was undertaken as a *art of academic curriculum according to t)e ,niversity

&ate , Place

Arun Kumar MBA -./-0/1

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ACKNO2'E&$EMENT

I feel great pleasure for the completion of this project. At the very outset I would express my sincere thanks and deep sense of gratitude to personnel who helped me during the collection of data and gave me rare and valuable guidance for the preparation of this report. I am thankful to Dr Ajmer Singh Assistant. Professor of MBA project work and constantly motivating right from the beginning. I take opportunity to thanks all my friends and also thank all people who directly or indirectly concerned with this project. I also express my gratitude to my parents who give a constant support and love throughout my life and career. epartment for

giving us such a wonderful opportunity to work with corporate as a part of our

Arun Kumar

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Part'1 E6EC!T(7E 3!MMAR8 E6EC!T(7E 3!MMAR8 #ansal "otors aut)oriAed dealer for #ajaj Com*any for :ind city. Page 7 ..

in %&&>'&@ Compan# Profile. )as a dominating >&F market s)are in scooters wit) 1=.. #ajaj uto . It is t)e key to generate t)e )ig) customer loyalty.w)eeler manufacturer in t)e world  %1 millionE ve)icles on t)e roads across t)e globe  "anaging funds of over s @. +)e measures t)e Customer satisfaction level researc) survey was conducted wit) sam*le siAe of 1&&.@F in un Page < . +urnover and Profits after taB of <7< Cr. 7. +I/ #ike (ndustr# Profile BAJAJ A!TO  0ne of t)e largest % and . +)e information is collected wit) t)e )el* of Duestionnaire t)roug) *ersonal interview and study is revealed t)at t)e most of t)e customer are satisfied wit) t)e #ajaj P.evel #ajaj P.-%? cr. +I/ #ike at :ind city” +)e im*ortance of t)e study is em*)asiAed by t)e fact t)e Customer “Satisfaction is *erson feelings $or( disa**ointment resulting from com*aring a *roducts *erformance in relation to )isC)er eB*ectations”.  #ajaj uto finances one of t)e largest auto finance cos.td $# .->& Cr. t)e largest two and t)ree w)eeler manufacturer in t)e country. +)e *resent aim at eBamining t)e “Customer satisfaction .(. In India  5s.

geared scooters. Page = .. @-F in ste*'t)rus. +o know t)e features influencing t)e customer during t)e *urc)ase of #ajaj P. 9or t)at matter only we are studying about t)is *articular to*ic. so we c)oose t)e a**ro*riate bike t)at is P. OBJECT(7E3 OF T9E 3T!&8   +o Study t)e Customer Satisfaction level for t)e #ajaj P. =.  +o scertain w)et)er t)e Customer are satisfied wit) eBisting service from t)e S)ow 5oom. Need for stud#. even t)oug) we are not satisfied wit) t)e *articular bike. +I/ w)ic) is suitable for all t)e level of *eo*le because it gives more mileage and it )as good looking bike. +I/ #ike. In t)is com*etitive era we are using so many different ty*es of two w)eelers. %@.-F in mo*eds and a leading <=F market s)are in t)ree'w)eelers in 96%&&1.%F in motor cycles. +I/ #ike.

. +)e sources of secondary data are as followsG ♦ " 1HI/2S. Page ? . ♦ I2#SI+2S. Primary information was collected t)roug) Duestionnaire and *ersonal interaction. ♦ #00!S. Secondary 8ata. Primar# &ata. MET9O&O'O$8 1( %( Primary 8ata. 3econdar# &ata . 3COPE. +)e sco*e of t)e study is limited to #ansal "otors only.

onda. Recommendations. nd also in t)e current market it is one of t)e leading ve)icles. #y seeing t)e *erformance of #ajaj P. Page 1& . nd friends are second motivated factors w)ic) influenced t)e customer to *urc)ase t)e bike. +4S are very )ig) market s)are. Findings • "ajority of t)e Customer )ave *urc)ased t)e ve)icle by t)ere *rice and friends wit) -%F and -1F res*ectively. Conclusion. I can conclude t)at it )as wide market and brig)t future for its sales. • @%F of t)e customers are satisfied wit) information *rovided by t)e mec)anics w)ile delivering t)e bike for t)e first time.. +I/ customers are satisfied wit) t)e *rice ie <%F.ero . • +)e #ajaj P. +I/ ve)icle nd service *rovided by t)e #ansal motors. s *er s)ow room is concerned is )aving good *ros*ects in near feature it is *roviding good service and majority of t)e *eo*le are satisfied wit) #ajaj com*any ve)icle. +)e distribution and availability of t)e ve)icle in :ind 8istrict as to be Im*rove #ecause of t)e Com*eting of t)e ve)icle like .

• +)e warranty service *rovided by dealers s)ould im*rove t)ey can gives better service in t)e time of warranty *eriods.older mec)anics s)ould be recruited in t)e s)ow room service centre "ore J "ore *romotional measures s)ould be taken to increase t)e sales.• +)e dealer can convince t)e non'users by taking measures like advertising and sales *eo*le. . • +)e 8i*loma . Page 11 .

. Part'% Page 1% .

. +)e benefit of t)e study is to make t)e strategic decision about w)ic) are c)aracteristics and factors in service like *rice of t)e ve)icle. Considering all t)e above *oints eBamining w)et)er t)e customers are satisfied wit) #ajaj P. +I/ #ike at :ind city. mileage delivery time. #ajaj P. (NTRO&!CT(ON TO 3T!&8 Project is under taken aims at measuring customer satisfaction level of #ajaj P. +I/ #ike if t)e *erformance matc)es t)e eB*ectation t)e customers are satisfied if t)e *erformance eBceeds eB*ectation t)e customers are is )ig)ly satisfied or delig)ted. and cost of s*ares. cost. +I/ #ike )as been launc)ed by #ajaj Com*any and t)ere is a need measures satisfaction level of #ajaj P. +I/ #ike in :ind city. Back ground of t e compan# Page 1- . attitudes of service *rovider.

subseDuent to t)e o*ening u* of +)e scooter for foreign tec)nology and eDuity *artici*ation in t)e mid =&Ks it entered Into a tec)nical collaboration agreement wit) !awasaki :a*a. +)e grou* now )as %> com*anies. #esides # . $roup management "r jamnalal #ajaj founded t)e #ajaj 1rou* in t)e -&s. $"S. assembles #ajaj scooter at its satara *lant. It also develo*ed fully indigenous model of motorcycle in 1?=1..*lant located in ma)aras)tra. )as also *romoted "a)aras)tra Scooter .Ks in )ouse 5J8 from time to time.. It started *roduction 0f !awasaki 1&&cc motorcycles in 1?=7. +)e scooter incor*orate *iaggio +ec)nology as u*graded by # . "S. Including 7 listed com*anies.term key *rojects Page 1> . # . was not 5enewed.2ntered into tec)nical collaboration agreement wit) *iaggio eB*ired in 1?<1.# .tdG lloyC s*ecial steel. t)e com*any )as also entered into tec)nical Collaboration wit) "Cs kabota of ja*an for manufacture of diesel engines for its t)ree I)eelers and cagiva of italy. )as .td. t)e major com*anies in t)e grou* are as 9ollowsG "ukand .( Iit) state government bodies. #)art)a commenced o*eration as im*orting agents for ves*a scooter of *aggio in 1?>=.

tdG 2lectrical eDui*ments. +)e com*any is *lanning to increase its branc) network in t)e country by --F over t)e neBt one year i.2.(.td. engaed in t)e business of investment in s)ares. #ajaj 2lectricals . assembles scooter for # . #ajaj segment wit) llianA 1eneral Insurance.fans. wit) a *lant at satara. )aving <>F and llianA Page 1@ .( is a w)olly owned subsidiary of # . engages in financial service and investment activities. along wit) t)e subsidiary #. engaged in t)e business of investment in s)ares. .. #ajaj uto 9inance .td $"S.. # . debentures and 0t)er securites. "S.industan . $#.9. #ajaj uto .( is a w)olly owned subsidiary of # . # .tdGSugar.1<@mn s)ares of 5s 1& eac) at a *remium of 5s =& in may 1??> # .( )as ceased to be a subsidiary after its IP0 if >. $# .a**liances #ajaj . and western ma)aras)tra develo*ment cor*oration $I/8C( *romoted "a)aras)atra Scooters ..td. in 1?<@.odings . )as entered t)e non'life insurance llianA 1eneral Insurance wit) # . industrial alco)ol 3u+sidiar#:affiliate companies #ajaj auto )oldings ltd. debentures and ot)er securities.e from >&F in t)e fiscal to 7&F.9. $#.

wit) %>F stake of *aid u* eDuity ca*ital of 5s 1&& mn of w)ic) # . also *lanning life insurance venture wit) *aid u* eDuity ca*ital of 5s 1@&&mn. received 5s >@& mn in t)e first )alf and 5s <%& mn during t)e second )alf of fiscal %&&1' &%.a.a and t)e C)akan *lant )as a manufacturing ca*acity of &. Page 17 . bot) t)e *lants. kurdi *lant sunny mo*eds and !awsaki motorcycles.a.7@F and "utual 9unds etc. )as two *lants located near *une viAL kurdi and c)akan *lant being recently set u*.owever t)eir )as been a minor fall in t)e stake )oldings of *ublic 9inancial Institutions. +)e manufactures around 1 mln units *. .??F after t)e buyback in 0ctober %&&& w)ic) was meant to after an attractive eBit o*tion to small s)are)older. Plant locations . +)e Ialuj *lant is *lanned to be global )ub for !awasaki motorcycles u*to %&&cc.1= mln unitKs *.1> mln units *.# . +)e *lants incor*orate state'of'art fleBible manufacturing facilities t)at are cross'sourced in increasing demand situations. Ialuj *lant manufactures 1.7@F in 96%&&1 and t)e 9II stake )olding )as also increased by -F at 1%.. +)e *romoter stake )olding in # . +)e t)ird *lant is located at Ialuj near urangabad.7@F in 96 %&&& to >7. kurdi was set u* in 1?71 and Ialuj in t)e kurdi *lant manufactures front engine t)ree'w)eeler. 185s at >. is u* from >%. #esides.

+)e #ajaj 1rou* is amongst t)e to* 1& business )ouses in India. latin merica. 1and)i )as ado*ted )im as )is son. founder of t)e grou*. s*anning automobiles $two' w)eelers and t)ree'w)eelers(. travel and finance. Page 1< . lig)ting. at t)e )eig)t of IndiaKs movement for inde*endence from t)e #ritis). )as recently commenced its t)ree'w)eeler *roduction at its new *lant in #raAil for t)e local market and its neig)boring regions. insurance. )ome a**liances. was a close confidant and disci*line of "a)atma 1and)i. +)e integrity. iron and steel. +)e com*any is successfully im*lanting t)e +P" $+otal Productivity "aintenance( activities at its kurdi *lant wit) a view to im*rove on efficiency. +)is close relations)i* and )is dee* involvement in t)e inde*endence movement did not leave :amalal #ajaj wit) muc) time to s*end on )is newly lunc)ed business venture. :amnalal #ajaj.. dedication. is ranked as t)e worldKs largest two'and t)ree'w)eeler manufacturer and t)e #ajaj brand is well known in over a doAen countries in 2uro*e. *roductivity and effectiveness. its foot*rint stretc)es over a wide range of industries. 9ounded in 1?%7.S and sia. # . +)e grou*s flags)i* com*any. are often traced back to its birt) during t)ose days of relentless devotion to a common cause. t)e grou* )as an illustrious )istory. #ajaj uto. t)e . In fact. resourcefulness and determination to succeed w)ic) are c)aracteristic of t)e grou* today.

.. 5a)ul #ajaj. !amalnayan #ajaj. +)e *resent C)airman and managing 8irector of t)e grou*. . )is business acumen and (ndustrial Profile A+out Ba*a* Page 1= . . . took over t)e reins of business in 1?>%.17 $. took c)arge of t)e business in 1?7@. t)en %<.is son. its *roduct *ortfolio )as eB*anded from one to and t)e brand )as found a global market. !amalnayan #ajaj not only consolidated t)e grou*. t)e turn over of t)e #ajaj uto t)e flags)i* com*any )as gone u* from 5s<% million to 5s>7. t)at )e was able to give )is full attention to t)e business.e too was close to 1and)iji and it was only after inde*endence in 1?><.S8?-7 million(. but also diversified into various manufacturing activities.nder )is leaders)i*.e is one of IndiaKs most distinguis)ed business leaders and internationally res*ected for entre*reneurial s*irit.

Page 1? . at t)e )eig)t of IndiaMs movement for inde*endence from t)e #ritis). . .atin sia. is ranked as t)e worldKs merica. +)is close relations)i* and )is dee* involvement in t)e inde*endence movement did not leave :amnalal #ajaj wit) muc) time to s*end on )is newly launc)ed business venture. was a close confidant and disci*le of "a)atma 1and)i. :amnalal #ajaj. founder of t)e grou*. +)e #ajaj 1rou* is amongst t)e to* 1& business )ouses in India. t)at )e was able to give )is full attention to t)e business.S and fourt) largest two' and t)ree' w)eeler manufacturer and t)e #ajaj brand is well'known in over a doAen countries in 2uro*e. lig)ting.is son. . resourcefulness and determination to succeed w)ic) are c)aracteristic of t)e grou* today. Its foot*rint stretc)es over a wide range of industries. 1and)iji )ad ado*ted )im as )is son. !amalnayan #ajaj not only consolidated t)e grou*. t)en %<.e too was close to 1and)iji and it was only after Inde*endence in 1?><. +)e integrity. t)e . iron and steel. t)e grou* )as an illustrious )istory. !amalnayan #ajaj.. dedication. travel and finance. )ome a**liances. #ajaj uto. s*anning automobiles $two' w)eelers and t)ree'w)eelers(. took over t)e reins of business in 1?>%. In fact. insurance. +)e grou*Ks flags)i* com*any. are often traced back to its birt) during t)ose days of relentless devotion to a common cause. 9ounded in 1?%7. but also diversified into various manufacturing activities.

S8 ?-7 million(.td $# .%F in motor cycles.@F in un geared scooters. .. its *roduct *ortfolio )as eB*anded from one to and t)e brand )as found a global market. took c)arge of t)e business in 1?7@. . by introducing new models and variants and *us)ing u* marketing and sales.17 billion $. . it is slowly moving away from two'stroke ve)icles and converting t)em to four'stroke Page %& .nder )is leaders)i*.ero .(. #ajaj uto .&17 units in 96%&&1 accounting to @&F of its two' w)eeler sales. =. +)e *resent C)airman and "anaging 8irector of t)e grou*.-F in mo*eds and a leading <=F market s)are in t)ree'w)eelers in 96%&&1.<% million to 5s.owever t)e com*any is well be)ind .owever. .>7.%%. +)e com*any )as a wide array of models bot) in t)e two'stroke and four' stroke configurations. #ajaj uto )as been viewed as a scooter major but wit) t)e c)ange in t)e structure of demand for %' w)eelers t)e com*any )as tried to make its *resence felt in t)is key market by steadily ram*ing u* motorcycle ca*acities. t)e largest two and t)ree w)eeler manufacturer in t)e country. s)ekar #ajaj.&&& motorcycles w)ic) was =F of t)e total volume of its two' w)eeler sales w)ic) )as grown to >. t)e turnover of t)e #ajaj uto t)e flags)i* com*any )as gone u* from 5s.e is one of IndiaKs most distinguis)ed business leaders and internationally res*ected for )is business acumen and entre*reneurial s*irit.onda in t)e motorcycle segment and /o. @-F in ste*'t)rus.% *layer in mo*edsC scooterettes segment after +4S SuAuki. )as a dominating >&F market s)are in scooters wit) 1=. wit) t)e im*lementation of t)e latest emission norms. In 1??@ N ?7 t)e sales were less t)an ?&. %@.

t)e s)are of scooters declined drastically from --F to %@F . gains from O +otal Productive "aintenance O $+P"( and 45S. t)e two'w)eeler market )as witnessed a marked s)ift towards motorcycles at t)e eB*ense of scooters. In t)e rural areas. #ut most of t)e com*anies are now *lanning 1&&F subsidiaries in India. +)oug) t)e segment can be broadly categoriAed into . ones.+)e 2uro emission norms effective from *ril %&&& led to t)e eBisting *layers in t)e two' stroke segment to install catalytic converters. w)ic) do not incur t)e additional cost of suc) converters and fierce com*etition led to a fall in *rice of certain models Page %1 ..g. +)e com*any is all set to increase its margins to double N digits t)roug) concerted cost cutting. scooterettes and ste*'t)ruKs.sub'segments viAL scooters. w)ile t)at of mo*eds declined by %F from 1?F to 1<F during t)e year %&&&'&1. In t)e *rocess t)e s)are of motorcycle segment )as grown from >=F to @=F . +)is )as been re*laced by >' stroke motorcycles. +)e market *rimarily com*rises five *layers in t)e two'w)eeler segment wit) most of t)e com*anies )aving foreign collaborations wit) well'known :a*anese firms earlier. motorcycles and mo*edsL some categories introduced in t)e market are a combination of two or more segments e. consumers )ave come to *refer sturdier bikes to wit)stand t)e bad road conditions. In t)e last four to five years. value engineering. +)e Indian two'w)eeler sector is c)aracteriAed by largest volumes amongst all t)e segments in automobile industry.

. Current 3cenario Page %% .&&& and above but )as found difficult to market suc) models in com*etition to .( )as been viewed as a scooter major.%> mln in 1???'&& . +)e scooter market is *redominantly located in t)e /ort)ern and 2astern India and t)e rationaliAation of sales taBes to a uniform rate of 1%F *us)ed t)e *rice of scooters by 7'=F wit)out offering any *erceived value advantage to t)e customer. &&& N 5s.td $# . >=.&@ mln in %&&&'&1 as against 5s1.onda models in t)e similar *rice category.ero . #ajaj uto ..-7. is on its way to reca*ture t)e )ig)ly differentiated *roduct market by becoming a fleBible and market N driven su**lier of various models of two and t)ree w)eelers at s*ecific *rice N *oints. to only --F of sales volumes.owever # . in t)e *ast five years t)e com*any recogniAed t)e im*ortant role of motorcycles in its *ortfolio. +)e motorcycle sales contributed to almost @&F of t)e total sales volumes accom*anied by t)e decline in geared scooter sales. +)e com*any )as been introducing models in t)e middle end 5s. w)ic) contributed. /evert)eless.&&& and )ig) end segments viAL 5s. +)e com*any *osted a total %'w)eeler sales of 5s1. >=.

# . +)e com*any )as *osted a growt) of 7?F in P#+ and t)e /et Profit )as increased by @@F to 5s%7>>.= mn as t)e 45S eB*enditure incurred in :une %&&1 Business # .<F from t)e )alf year ending 96%&&&'&1 . +)e total eB*enditure )as gone u* by @. +)e em*loyee cost )as fallen but t)e com*any will be c)arging an eDual eB*enditure of 5s %%.-F wit) t)e material cost accounting for t)e major increase.+)e Com*any is targeting %@F market s)are in motor cycleKs segment during t)e current fiscal as against %1F s)are it )as cornered in 96%&&1. )as *erformed fairly in t)e current fiscal %&&1'&% wit) t)e /et Sales going u* by -.mn in t)e corres*onding *eriod *revious year.< mn from 5s1<&1.1F from 96%&&& but t)ere )as been a significant increase in t)e motorcycle sales by nearly 7@. +)e sales of scooters )ave fallen by %7.&7F to 5s1?<%& mn .%F of its total sales of w)ic) scooters $bot) geared and ungeared( accounted for >%.-F.6 ended Se*tember %&&1 from 5s1?1--. motorcycles for ->.?F and around 1&F in ste*' t)rus in 96%&&1. +)e /et Profit "argin )as also im*roved by almost @&.. in its %'w)eeler segment *osted volume wise sales of =<. Page %- .>F since 96%&&&.7 mn over t)e t)ree Duarters of t)e current fiscal amounting to 5s 7<. +)e t)ree N w)eeler sales )ave im*roved marginally in 96%&&1.@ mn in t)e corres*onding *eriod last year.

Motorc#cles # . # . Iit) t)e un*recedented -=F slum* in scooter market t)e com*any faced a gradual market s)are loss to t)e ot)er *layers like !inetic 2ngineering and +4S SuAuki.P engine and t)e O#ravoK being a two'stroke 1@&cc scooter wit) a catalytic converter designed in line wit) t)e emission norms. a <@cc indigenously develo*ed low cost ve)icle in t)e ste*'t)ru segment and :a*anese motorcycles.ondaKs O Passion O and 1&&cc O#oBerK wit) a variant O #oBer City O in t)e *i*eline.egendM. M#ravoM among t)e newer models . 1%@cc O!# 1%@K.ero . +)eK . t)e 1&&cc O>S'C)am*ionK. +)e com*any )as launc)ed utility versions of OC)etak Oand OSu*er Oat reduced *rices..+)e ungeared segment consists of t)e 7&CC O Sunny S*ice O . 3cooters In t)e geared category # . O 9usion O and t)e ?%cc OSaffire O . )as two basic motorcycle *roducts ' "=&. )as wit)in its fold. Page %> . mong t)e :a*anese ones. all of t)em at com*etitive *rices. # .Ks motorcycles are *ositioned as four'stroke fuel'efficient ve)icles. )as OC)etakK. MClassicM and MSu*erM in t)e old ones and t)e M. OS*irit O .egend /3+K is a > stroke geared scooter wit) a ?. 111cc OCaliberK com*eting wit) .

egend /3+ O $in t)e middle end segment(. +)e com*any also launc)ed in its >'stroke bikes range 1&&cc O !awasaki #ajaj cerK com*eting against . a @&cc u*graded scooterette model )as been eBtremely successful . %' stroke scooterette com*eting wit) leader +4S SuAukiKs OScootyK.onda S*lendor and O s*ire O. O5aveK and t)e OS*iritK.@F in 96%&&& in t)is segment.. Page %@ . Mopeds:3cooterettes # .ero .ondaKs 1@<cc C#H and +4S SuAukiKs 9iero. mong its models are t)e OSunny Hi*K. In 96%&&1 t)e com*any launc)ed t)e new range of bikes viAL 1<@cc O!awasaki #ajaj 2liminator O t)e countryKs first cruiser motorcycle and t)e two variants viAL 1=&cc and 1@&cc OPulsar O$in t)e )ig) Nend segment( +)ese models were introduced mainly in com*etition to . OCaliber Croma O. )as a small market s)are of ?.+)e ot)er models include <>cc O 5ave Olaunc)ed in 96?= and O S*irit O 7&cc. O . Its O#ajaj SunnyK.ero .

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T ree ; eelers # . continues to dominate t)e t)ree N w)eeler market wit) over <-F market s)are and sales of 1,@@,&&& units in w)ic) )ave fallen from around =@F two years back. +)e com*any is trying to maintain its market s)are by creating environment'friendly ve)icles and )as already launc)ed t)e C/1 model in 8el)i # . also launc)ed its >' stroke rear engine C/1 N auto ricks)aw model in "umbai during t)e year. It is testing t)e .P1 model, w)ic) will take off as soon as t)e government regulations *ermit. bot) *etrol and diesel versions. *art from t)is t)e com*any also *lans to introduce a four'stroke version in auto'ricks)aw and a goods carrier in

E<ports # . is keen to eB*ort motorcycles t)roug) !awasakiKs distribution network in Indonesia and rgentina w)erein t)e com*any *lanned to sell t)roug) t)eir network. +)e com*anyKs eB*orts registered a marginal decline from 5s1-<= mn to 5s1-@1 mn i.e. %F. +)e eB*orts consisted of -&,7@% two and t)ree N w)eelers as against -%,<-& $including C!8 *acks(. #anglades), 2gy*t, Peru, Iran and Sudan *erformed consistently well wit) lower eB*orts in Sri .anka and .atin merican markets. +)e total foreign eBc)ange earned by t)e com*any was 5s. 1,-?1 million. s against 5s1>-& million. E<pansion +)e eB*ansion at bot) kurdi and Ialuj *lants )as been com*leted

during 96?? taking total ca*acity to %mn ve)icles. # . )as also set u* a t)ird manufacturing *lant at C)akan near Pune wit) a ca*acity of 1mn ve)icles. +)e
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com*any )as *lanned for selling t)roug) se*arate c)annels in case of its %' w)eeler and -'w)eeler segment .It )as been *lanning to streamline its vendor network by cutting down t)e number of su**liers by @&F from current =&& during t)e current fiscal, intended to im*rove t)e efficiency of its su**ly ' c)ain management. # . )as been eB*erimenting wit) )ig)er dealer commissions on some models in a bid to loosen t)e strangle)old of market leader ;ero ;onda in t)e motorcycle segment. It introduced 45S II as a *art of its manN*ower *lanning *rocess at all its t)ree *lant locations as t)e com*any is slated to bring down t)e workforce to 1&,&&& over t)e neBt four years. +)e com*any also *lanned to commission a %&'"I ca*acity wind *ower *lant $fourt) *)ase wit) t)e ot)er t)ree being set u* near Satara( wit) an investment of 5s1&&& mn in )mednagar district by entering into t)e Power Purc)ase greement $PP ( wit) "S2# during current fiscal to be com*leted. +)e com*any eB*ects to source its current *ower reDuirements in')ouse and also avail of t)e benefit of sales taB incentives.

# . )as also been eB*loring t)e *ossibility of an eDuity tie'u* or a marketing alliance wit) a C)inese com*any for selling its t)ree N w)eelers in C)inese market. It )as also been *lanning a tec)nical collaboration on )ig)'end scooters wit) t)e Italian %'w)eeler major O *rilia. O+)e com*any )as c)alked out a strategy for co'eBistence wit) !awasaki w)erein # . would concentrate on develo*ing *roducts in t)e *rice range of 5s -&,&&& N 7&,&&& and !awasaki to offer a wider c)oice of *roducts *riced from 5s. -@&&& u* to 5s. %.@ lak). Outlook

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+)roug)out t)e 1?=&s and 1??&s, #ajaj )as countered com*etition t)roug) *redatory *rice cutsL market eB*ansions moves or take over t)reats. ;owever bot) ;onda and .". )ave cannibaliAed t)e # . market s)are and are c)allenging its leaders)i*. +)e com*any )as remained less aggressive in its a**roac) and idled away its cas) reserves wit)out *roactively de*loying t)em in 5J8 , new models , takeovers or ot)er risky ventures . In order to arrest its declining market s)are, # . )as launc)ed several new models during t)e *ast fiscal and more are in t)e offing in eac) segment of t)e two'w)eeler market. "oreover, t)e management )as recogniAed t)e need to utiliAe its sur*lus reserves for strengt)ening its *resence in t)e market by way of launc)ing new models, eB*anding ca*acity and *enetrating new markets. !awasaki )as been develo*ing India as an eB*ort )ub for motorcycles between @&'%&&cc. +)e Com*any )as invariably become t)e manufacturing base for !awasaki and accounts for 7&F of t)e latterKs global sales. +)oug) t)e com*any *lans to introduce some )ig)'tec) motorcycles from t)e !awasaki range, it is trying to s)ed' off its image of “screw'driver Pcom*any by develo*ing its own range of motorcycles. +)e +4S N SuAuki break Nu* is eB*ected to *ave t)e way for a new relations)i* wit) # . and t)e new !awasaki N SuAuki alliance in t)e two' w)eeler business. # . needs to rediscover t)e s*ark of entre*reneurs)i* t)at made it t)e market. Financial anal#sis

+)e /et Sales )ave declined by %.-F to 5s-&%@? mn in 96%&&1 from 5s-&?<- mn in 96%&&&, w)ic) was >.%F rise from 96??. +)e 0*erating *rofit )as declined by ><.=F to 5s-&@% mn in 96%&&1 from 5s@=>< mn in 96%&&&
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Page %? . w)ic) contribute to about 11'1%F of t)e current assets. +)e com*any )as remained by and large debt'free and )as t)e secured loans in t)e form of cas) credit and working ca*ital ga* finance. +)is can be attributed to t)e decrease in t)e net wort) due to t)e buyback of s)ares wort) 5s1= mn in 0ctober %&&&. +)e long'term debt to total assets )as remained steady at &.1? in 96%&&1 as against &.1> since 96%&&&. # . )as s*ent a siAeable 1-. w)ic) is indicates t)at t)e 1>F of t)e total assets are financed by debt sources.-7F in 96%&&& and t)ere )as been a marginal fall in t)e inventory levels.. +)e current ratio )as fallen only marginally in 96%&&1 to 1.&@F advertising and t)ere )as been a @. +)e #ank finance to Iorking Ca*ital 1a* is a**roBimately %F in 96%&&1 as against nil in 96%&&& indicating t)e com*anyKs increased de*endency on bank finance for working ca*ital.%F increase in t)e royalty *ayments from 5s@?.-?F from 1. w)ic) )as also remained close to 11.iability on account of incentives *rovided for t)e Ialuj and C)akan *lants as well as t)e wind *ower *roject.. t)oug) t)e 7@F rise in motorcycle volumes could not counter t)e margins arising out of >1F fall in geared scooters. +)e long'term debt to eDuity ratio )as increased to &. +)ere )as not been a significant c)ange in t)e inventory turnover.1@ in 96%&&&.mn to 5s7%> mn in 96%&&1. +)e unsecured loans are mainly interest free and com*rise Sales +aB 8eferral . .owever t)e overall secured loan level )as fallen including t)e cas) Ncredit limit w)ic) )as fallen by around @@F in 96%&&1.?F from 96%&&& levels.

+)ere )as been a fall in bot) t)e /et Sales and t)e ca*ital de*loyed in tandem wit) eac) ot)er. +)e 50C2 )as also fallen to <. w)ic) can furt)er erode due to continued uncertainties in stock markets. .%?F in 96%&&1 from %&F in 96%&&& on account of decline in P + by 7& F to 5s%>??.%F to 5s>%<%.. cas) *rofits )ave declined by >@.?F in 96%&&1 from 1<.%F in 96%&&& on account of decrease in net income and also t)e ca*ital em*loyed.ence t)e com*any )as been not been able to generate substantial *rofits in relation to sales and also in relation to assets. +)e Interest Coverage 5atio )as fallen by =&F from 96%&&& indicating t)at t)e 2#I+ as a *ercentage of interest c)arges )as declined wit) t)e decreasing conservativeness and fall in t)e ability of t)e com*any to *ay finance c)arges due to decreased 2#I+. +)e additional eB*enditure on 45S of 5s<?? mn also affected t)e /et Profits. w)ic) indicates t)e fall in o*erational efficiency. +)e /et Profit "argin )as fallen to =.< mn in 96%&&& com*ared to 1-F rise in 96%&&& due to rise in de*reciation cost. Page -& . +)e 2arning Power of t)e com*any )as fallen to 1&. +)e investment *ortfolio as a *ercentage of ca*ital em*loyed was -<F and t)e market value of investments )as been lower by 5s11> mn.<F in 96%&&&.owever.%F to 5s-7?@ mn in 96%&&1 from 5s=%@% mn in 96%&&& as against =. Income from *re taB o*erations )as fallen drastically by @@. +)e insignificant c)ange in t)e sset +urnover 5atio is indicative of t)e ability of t)e com*any to *roduce sales from t)e eBisting asset base.@ mn. .<F growt) from 96??.> mn in 96%&&1 from 5s<=&1.?F in 96%&&1 from %-.

. Page -1 . +)e 2PS )as fallen by @=F and t)e dividend *ayout by -%F indicating t)at fall in *ercentage of total earnings *aid out to s)are)olders in 96%&&1.

. +)e com*anies in t)e grou* ar Page -% . $RO!P COMPAN(E3 #ajaj uto is t)e flags)i* of t)e #ajaj grou* of com*anies. +)e grou* com*rises of %< com*anies and was founded in t)e year 1?%7.

td.td.td. #ajaj uto . .td. #ajaj .td.td. #ajaj uto 9inance .td.am*s . "a)aras)tra Scooters . Page -- .td. ..td. #ajaj Consumer Care .ind .td. #ajaj 2lectricals . .td.td.td.td. +)e . :amnalal Sons Pvt. #ajaj International Pvt .td. Com*any .industan . .td. #aroda Industries Pvt .oists . "ukand . #ombay 9orgings .td.td.td.td.td. "ukand 1lobal 9inance .ercules .industan . #ajaj llianA 1eneral Insurance "ukand International . :eevan . .td.td. #ajaj Sevas)ram Pvt .td.td.ind "usafir gency Pvt . . Stainless India .td. #ac))raj J Com*any Pvt.oldings . "ukand 2ngineers . #ajaj 4entures . #ajaj uto . #ac))raj 9actories Pvt.ousing Co .

( 4.Srid)ar 5ajiv #ajaj Sanjiv #ajaj 4ice President $Cor*orate Com*any Secretary "anaging 8irector 2Becutive 8irector 3 ekar Ba*a* .s 5ag)avan 9inance( :.. MANA$EMENT PROF('E S)ekar Ba*a* Madur Ba*a* N)9 9ingorani Ran*it $upta C airman 7ice c arman 7ice president =Materials> 4ice *resident $insurance( 4ice *resident $o*eration( !evin 8Ksa Pradee* s)rivastava 4ice *resident $9inance( 4ice *resident $2ngineering( 4ice President $"ktg J Sales ' %I).td in .niversity. Page -> . S)ek)ar #ajaj $born on :une =. 1?>=( is an )onours graduate in science from Pune .dai*ur in 1?7=.e started )is career as resident director of #ajaj Sevas)ram .niversity wit) an "# from /ew 6ork . .

8uring 1?7?'<%. Ra*i" Ba*a* "anaging 8irector 5ajiv #ajaj. as its C)ief 2Becutive in 0ctober 1?==. . in "umbai and took over as c)ief eBecutive in 1?<>.niversity of Iarwick.niversity.. took over as 1eneral "anager urangabad 8ivision in :une 1?=7.e later did )is "asters in "anufacturing Systems 2ngineering from t)e . :oined as Page -@ . :oined as 81" in "arc) 1?=-. w)o took c)arge as "anaging 8irector on 1st *ril %&&@. In 1?<@ )e was a**ointed as *art'time managing director of t)e "umbai'based #ajaj International Pvt . Mad ur Ba*a* 4ice C)airman fter graduating in Commerce.td. is a "ec)anical 2ngineer from Pune . )e became President of #ajaj uto in Se*tember 1??>. SwitAerland. 2Becutive 8irector in "ay %&&& and as 4ice C)airman in :uly %&&1. )e was joint managing director of #ac))raj 9actories .td and later its w)ole'time managing director.ausanne. "r #ajaj did )is "# from .

took over as 2Becutive 8irector in *ril %&&>. 0fficer on S*ecial 8uty in 1??&. . President in "ay %&&&. took c)arge as 4ice *ril %&&1.arvard #usiness Sc)ool N 9 9ingorani 4ice President $"aterials( :oined in 1??< as 1eneral "anager $"aterials(. took over as 1eneral "anager $Products( in 9ebruary 1??-. took over as 4ice Page -7 . as 4ice President $Products( in :une 1??@.e is a "ec)anical 2ngineer from Pune President $9inance( in .niversity of Iarwick and "# from ..niversity. :oint "anaging 8irector in "arc) %&&- 3an*i" Ba*a* 2Becutive 8irector :oined as 0fficer on S*ecial 8uty in 1??>. wit) "asters in "anufacturing Systems from . President J I)ole +ime 8irector in "arc) %&&%. as 1eneral "anager $C9( in 1??<.

:ai*ur.ondon( and members)i* of Institute of "ec)anical 2ngineers $. President $"aterials( in 1??=.ondon(.e is a Science 1raduate from !)arag*ur. . ..e is a "ec)anical 2ngineer from "alaviya 5egional 2ngineering College.!evin joined #ajaj in Se*tember 1?<= and is now 4ice President $9inance(.e did )is "ec)anical J 2lectrical 2ngineering from Indian 5ailway Institute of "ec)anical J 2lectrical 2ngineers.ater )e did "ec)anical 2ngineering from Indian Institute of +ec)nology. . in 1?<= and ICI in gra .e is a #. .ater )e did C 1?=1. . 4ice President $.58( in %&&& and 4ice President $Insurance(. . and rose to become 4ice President $"aterials( in 1??@. Ke"in P & 3a 4ice President $9inance "r.niversity. C P Tripat i 4ice President $0*erations( :oined in :anuary 1??7 as 4ice President $Ialuj *lant( and is now 4ice President $0*erations(. Page -< . .onoured wit) fellows)i* of Institute of 2lectrical 2ngineering $. Ran*it $upta 4ice President $Insurance( :oined as 1eneral "anager $Co'ordination( in 1?==.Com graduate.

=1>. ungeared scooters and #ajaj 8isc waLik '#ajaj C+1&&. Ialuj and C)akan in "a)aras)tra.S)rivastava joined #ajaj in in Production and 9inance in 1?=7. "a)aras)tra Scooters . 3rid ar 4ice President $"arketing J Sales' %I)eeler( "r. kudi ' 1eared scooters. *rior to joining #ajaj uto. )as been Com*any Secretary since :uly %&&1. Commerce uto joint *ril 1?=7 and is now 4ice President $2ngineering(. a #ajaj venture. . "r.td.Srid)ar joined #ajaj in "arc) %&&1 and is now 4ice President $"arketing J Sales '% I)eeler(..e is a 2ngineering 1raduate in griculture J) 3rid ar Com*any Secretary : Srid)ar. ""S and was Controller of western India.<?? ve)icles in %&&>'&@.e is a "ec)anical 2ngineer and later did *ost graduate di*loma and . Srid)ar did )is 9C . #ajaj Iind 1%@ and t)ree w)eelers Page -= ..aw 1raduate. *roduced 1. . Pradeep 3 ri"asta"a 4ice President $2ngineering( "r. (nfrastructure Plants #ajaj utoMs t)ree *lants at kurdi. 9inance J Com*any Secretary. 9CS.

Plot /o 1. Page -? . we s)all strive toGCreate a *roactive environment management system t)at addresses all environmentally significant as*ects related to our *roducts and *rocesses. Pune KE8 PO'(C(E3 En"ironmental Polic# +owards creating and *reserving a cleaner environment #ajaj uto . continual im*rovement of our environmental *erformance and com*liance wit) all a**licable environmental legislation and regulations +owards t)is. c)akan' #ajaj motorcycles ' Pulsar and 8iscover Plant 'ocations #ajaj uto *lants are located atG "umbai ' Pune 5oad. kurdi. Pune >11 &-@ "I8C. kurdi. "a)alunge 4illage..td. Pune >11 &-@ "umbai ' Pune 5oad. C)akan >1& @&1 8ist.. manufacturer of two and t)ree w)eeler ve)icles is committed to *revention of *ollution.

"inimise t)e generation of waste and conserve resources +)roug) better tec)nology and *ractices. Page >& . cost and delivery. at #ajaj *ledge ourselves towards creating and *reserving a cleaner environment uto. for years t)roug) our *roducts and services. Quality s)all be built into every as*ect of our work life and business o*erations.. Quality im*rovements and customer satisfaction s)all be t)e res*onsibility of every em*loyee. safety and service will be given as muc) consideration as *roductivity. +)is we s)all maintain and im*rove In our decision making. ?ualit# Polic# Ie at #ajaj uto continue to firmly believe in *roviding t)e customer 4alue for money. Duality. TPM Polic# Ie at #ajaj uto ado*t +otal Productivity "aintenance as a means of creating a safe and *artici*ative work environment in w)ic) all em*loyees target t)e elimination of losses in order to continuously en)ance t)e ca*acity. and Promote environmental awareness amongst our em*loyees and motivate t)em to fulfill our commitments Ie.

. fleBibility. leading to )ig)er em*loyee morale and greater organiAational *rofitability Page >1 . reliability and ca*ability of its *rocesses.

042585I42 wards %&&@ 042585I42 wards %&&@ .&&& #ajaj Pulsar 1@& 8+S'i ##C Iorld %&&I)eels @@.+0 ' #ike "aker of t)e %&&> ICICI #ank 042585I42 wards %&&> 6ear %&&> 8+S'i +ec)nology ' t)e 6ear %&&> #ajaj Pulsar 8+S'i #ike of t)e 6ear %&&> %&&> Iind 1%@ +wo I)eeler of t)e 6ear %&&> %&&> Iind 1%@ #ike of t)e 6ear %&&> %&&> #usiness Standard "otoring ##C Iorld I)eels ward %&&C/#C .&&& to 5s ward for #est +wo I)eeler between 5s @@.&&& Page >% .&&& #ajaj #oBer I)eels + !+2C ##C Iorld %&&for #est +wo ward for #est +wo I)eeler between 5s >@.&&& to 5s ##C Iorld I)eels ward %&&- ##C Iorld I)eels ward %&&- ##C Iorld I)eels ward %&&- ward I)eeler under 5s -&.+0C 5 wards %&&> ICICI #ank 042585I42 wards %&&> uto +ec) of %&&> ICICI #ank 042585I42 wards %&&> #ajaj Pulsar 1=& 8+S'i ##C Iorld %&&I)eels 4iewers C)oice +wo I)eeler of 6ear %&&#ajaj Pulsar 1=& 8+S'i ##C Iorld %&&I)eels <&.#ajaj 8iscover 8+S'i N #ike of t)e %&&@ 6ear %&&@ #ajaj 8iscover 8+S'i ' Indigenous %&&@ 8esign of t)e 6ear %&&@ # : : .

nveils new brand identity. A2AR&3 A. #ajaj wind 1%@.ards Milestone -.4 0ctober 0ctober :uly 9ebruary Pulsar 8+S'is launc)ed 1&<.11@ "otorcyles sold in a mont).oodibabaa”in brand line. t)e world bike. logo -...5 8ecember :une 9ebruary #ajaj 8iscover launc)ed #ajaj venger launc)ed #ajaj Iave launc)ed 8ear B# -.is launc)ed in india #ajaj uto launc)ed its Caliber 11@”. 8ons new symbol.1 Se*tember ugest "ay :an #ajaj discover dtsi launc)ed /ew #ajaj c)etak > stroke wit) wonder gear launc)ed #ajaj C+ 1&& launc)ed #ajaj . Page >- ... t)e eBecutive motorcycle segment.

:an +)e eliminator launc)ed -. Caliber motorcycle notc)es u* 1&&&&& sales in record time of 1% mont)s *roductions commences at c)ankan *lant..egend indias first > stroke scooter roles out of akurdi S*irit launc)ed../ /ovember #ajaj uto lunc)es its latest offering in t)e *remium bike segment *ulsar. :un < :uly %@ 0ctober !wasaki #ajaj caliber rolls out of waluj .. /@@@ +)e #ajaj Saffire is introduced. /@@5 /ovember %? #ajaj uto is @& greements signed wit) cubota ja*an for t)e develo*ment Page >> .. -. /@@A +)e !wasaki #ajaj #oBer and t)e 5e diesel utoricks)aw are introduced.

+)e #ajaj Sunny is introduced. @&&&&& ve)icles *roduced and sold in single financial year. Page >@ .. 0f diesel engines for t)e t)ree w)eelers and wit) +okyo 5J8 9or un geared scooter and mo*ed develo*ment. /@BC +)e #ajaj "K=& and !waski #ajaj !# 1&& motorcycle are introduced. +)e #ajaj su*er eBcel is introduced w)ile #ajaj celebrates Its 1& millions ve)icle 1 millions ve)icle were *roduced nd sold in t)is financial year /@@1 +)e #ajaj Classic is introduced /@@/ +)e kwasake #ajaj >s c)am*ion is introduced. /@@.

Page >7 . Compan# Profile BAN3A' BAJAJ MOTOR3) #ansal #ajaj is a 1rou*s w)o is eBclusive dealer for #ajaj and ca*turing t)e --F of two'w)eeler market s)are in Ilkal. *aints. It means t)at t)e com*any )as its *olicy in res*ect of land. #ajaj 8iscover 8+Si 1%@CC.room as per corporate identit#.1=&CC.. #ajaj Platina uto for in jind 8istricts and was establis)ed on *ril > %&&.wit) a Ca*ital of 5s %@ lak) #ajaj com*any follow t)e cor*orate identify for t)e establis)ment of s)owroom. T e# are selling different products like 1( %( -( >( #ajaj *ulsar 8+Si 1@&CC. #ajaj C+1&&. building. Factors to +e considered +efore starting a s o. and timing of s)owroom.

1( .abourG +)e laboures are t)e main *illars of any organiAation.. -( .ocationG location is very im*ortant because to know t)e number of ve)icle in t)at area +y*e of customer land w)et)er t)e )ig) way or cityKs well !nown road is *assing t)roug) t)e location or not. Page >< . de*ends t)e amount of ca*ital and t)e s*ace reDuired >( "ac)ineryG drawn. a. +)e level of ground. It +o install t)e eDui*ment in *ro*er *lace t)e layout is de*ends t)e amount of ca*ital and s*ace reDuired in t)e building. +)e efficient organiAation in t)e building. %( #uildingsG #efore constructing a building following *oint are taken into account. b. /ature of soil foundation reDuirement. @( Com*utationalG Com*etition makes t)e organiAation to im*rove Duality and give better service to customer.

Page >= . +o *rovider better service #ansal motors )as made > sections. It )el*s in *roviding better servicing of ve)icles. #ansal "otors is situated at suc) a *lace w)ic) is known for its business like ground nuts. 1( %( -( >( Sales section. 1eneral insurance. +)ey are section. ccountant.. s we already known t)at t)e s)owroom is on t)e cityKs well known road w)ic) join to t)e main road. Iorks)o*. 7( Iater J 2lectricityG Iater and electricity are necessary for works)o*. 3urrounding Area. % w)eelers and essential commodities. OrganiDation.

Procedure. 1( SalesG t)e *erson intending to *urc)ase t)e ve)icle will visit t)e s)ow room is makes t)e selection of ve)icle.e also arranges for insurance of ve)icle. registration of t)e ve)icle is left to customer. fter )e )as selected t)e ve)icle for sales manager writes t)e customers name is address in “invoice” and receives t)e amount.. a( Customer visit to s)ow roomG I)en a customer visit t)e s)ow room to take Duotation . +)e forms are o*ened after 11 days at t)is time s)ow room will send one *erson to meet customer directly.*arts. . +)e forms in t)e fists *art are o*ened to t)ird day from t)e dose of Duotation and attractive letter is written to customer. b( 9ollow u* beginsG t)e customer follow u* forms stored in files are ke*t in t)e racks w)ic) are divided in . Page >? . +)e forms are s)ifted to t)ird *art. fter writing t)e letter t)e forms are s)ifted to second *art.is name is entered in t)e customer follow u* formsL t)ese are stored in t)e file.

8u*licate co*y given to customer and t)ird co*y is retained wit) t)e s)owroom. -( #illingG on t)e day w)en t)e ve)icle is for cas) bot) original and du*licate co*y is 1iven to customer.. +)e Insurance *olicy is called as com*re)ensive *olicyK it means if t)e ve)icle met Iit) any accident or fire t)e ve)icle owner will be indemnities by t)e insurance com*any. >( InsuranceG #efore giving t)e delivery of t)e ve)icle it s)ould be insured. %( fter filling t)e “information cou*on” )e sends t)e ve)icle for *re delivery ins*ection. Page @& . #ut if t)ere is )y*ot)ecation in bank t)en original co*y of invoice nd one key is given to bank. Finance. If it founds 0! in *re delivery ins*ection re*ort t)e key of t)e ve)icle is )anded over to few customer..

Cas) book. #ansal motors ultimately make t)e sales to customers. In s)owroom t)e finance section *erforms t)e following functions. Page @1 . so )ere t)ere is no *roduction of any goods.. stock book c. 1( "aintenance of different registers like a. +o make adjustments in t)e stock register w)en ve)icle are received b. %( ve)icle. 2ntries )ave to be made in material account in case of sales of Marketing 3ection. >( +o maintain *ro*er account about s*ares *art. . #ansal motors make t)e *urc)ase of ve)icle from t)e #agalkot branc) office and distribute t)e ve)icle. "aterial account.edger account. -( from t)e Com*any. "arketing section of t)e s)owroom involves t)e distribution of ve)icles and s*ares *arts *urc)ase from t)e com*any. 8.

it is furt)er eDui**ed wit) eBclusive streak design side *anels and sleek rear *anels wit) fluid grab rail design. 1ra*)ic tint engine and transmission wit) black silencer are really leaving good a**eal to t)e eyes of t)e viewers. A+out Ba*a* Platina Its elegant Platinum silver color wit) c)rome gra*)ics is des*erately catc)ing t)e eyes of many finicky bike lovers.. 0t)er mentionable features for making t)is bike more reliable are c)rome )eat s)ield and annular c)rome rings )oused in a s*orty console. Page @% . +o add more aest)etic value to t)is bike.

. Iorld first S/S $S*ring'/'S*ring( rear sus*ension wit) t)e longest travel in its class of 1&& mm. Page @- . Features • 2Bclusive Styling Package. engine *erformance • Su*erior for *ractical riding conditions • • #est in class sus*ension system for su*erior comfort.

• .niDue streak design side *anels Page @> ..

kI $=.%b)*(R <@&& r*m =. of cylinders Bore < stroke 8is*lacement 2lectrical Transmission /o.&@ /m R >@&& r*m !ick Start Page @@ 1&?& mm 1??& mm .. +elsco*ic ty*e .&.%< cc 1%4 C E8C Constant "es) +y*e .itre /atural ir'cooled >'stroke Single cylinder ??. <<& mm 1%<@ mm 17% mm 11. 1%@ mm travel 7. +orDue Start 3uspensions 9ront . of 1ears Performance "aBimum Power "aB.&imension E 2eig t 0verall )eig)t 0verall lengt) 0verall Iidt) I)eelbase 1round Clearance !erb weig)t 9uel +ank Ca*acity Engine +y*e Stroke $%C>( /o.ydraulic .kg 1.

3pecification of Platina Part04 Page @7 ..

+I/ #ike.  +o scertain w)et)er t)e Customer are satisfied wit) eBisting service from t)e S)ow 5oom. +o know t)e features influencing t)e customer during t)e *urc)ase of #ajaj P.. +)e sco*e of t)e study is limited to #ansal "otors only Page @< . OBJECT(7E3. +I/ #ike.   +o Study t)e Customer Satisfaction level for t)e #ajaj P.  +o Study t)e *romotional "iB ado*ted by t)e s)ow room. 3COPE.

-> E<plorator# Researc ). +I/ #ike. T#pes And 3ources Of &ata. 2B*loratory 5esearc) is concerned wit) discovering t)e general nature of t)e *roblem and t)e variables t)at are related to researc) study. Page @= . /> &escripti"e Researc ) 8escri*tive 5esearc) is used to collect various information from customer to study t)e satisfaction level Iit) res*ect to P. -( >( Primary 8ata. Primar# &ata.. +I/ #ike at jind city . &escription Of Researc . Secondary 8ata. 9or t)e *ur*ose of study t)e data )as been collected from two sources mainly. two ty*es of researc) met)ods are used. +)e survey is conducted wit) t)e objective to know t)e Customer satisfaction level of #ajaj P. In t)is. MET9O&O'O$8 "et)odology eB*lains t)e met)ods used in collecting information are as follows. "arketing 5esearc) design s*ecify t)e *rocedure for conducting a researc) *roject.

♦ #00!S. +)e major sources of secondary data are as follows. *ersons.. Page @? . ♦ " /. "easurement may be defined as t)e assignment of numbers to c)aracteristics of objects. according to rules. ♦ " 1HI/2S. Primary information was collected t)roug) Duestionnaire and *ersonal interaction. ♦ I2#SI+2S. Measurement Tec niFues. 3econdar# &ata . 3ur"e# Researc . Survey 5esearc) is t)e systematic gat)ering of information from res*ondents for t)e *ur*ose of understanding and *redicting some as*ect of t)e be)avior of t)e *o*ulation of interest. . states or events. +)e met)od used to collect data for t)e study was t)roug) survey researc).

Multiple0c oice ?uestion. ?uestionnaire. +I/ #ike. Page 7& . "ulti*le' C)oice Duestions. +)e Questionnaire designed included 0*en'ended Duestions. It re*resents t)e most common form of measurement for eliciting information. +)ese Duestions leave t)e res*ondents free to offer. any re*lies t)at seem a**ro*riate in lig)t of t)e Duestion.. and 8ic)otomous Duestions. s muc). its function is measurement. Questionnaire administered included 0*en'2nded Duestion to find out res*ondents 2B*ectations towards #ajaj P. Some of t)e measurement tec)niDues used are. Open0Ended ?uestion.

. 0verall attribute towards an object. 8ic)otomous Question re*resent an eBtreme form of t)e multi*le'c)oice Duestion. 5ating Scale focus on. Page 71 . +)e use of 5ating Scale reDuires t)e rater to *lace an attribute of t)e object being rated at some *oint along a numerically ordered series of categories. "ulti*le'C)oice are immediately followed by a list of *ossible answers from w)ic) t)e res*ondents must c)oose. +)e degree to w)ic) an object contains a *articular attribute. allow only two res*onses suc) as “6es or /o” +)is ty*e of Duestions were used to find out w)et)er res*ondents )a**y wit) service *rovided by s)ow room and benefits get from t)e bansal motors Rating 3cales. Questionnaire included multi*le'c)oice Duestions to find out t)e w)ic) sources customers )as satisfied wit) regard to t)e bike &ic otomous ?uestion).

3ampling Process. +)e Customer. 8escri*tive field studies reDuire collection of first )and information or data *ertaining to t)e units of study from t)e field.nit is basic unit containing t)e elements of t)e *o*ulation to be sam*led. 3ampling E<tent. +)e units of study may include t)e area covered under t)e Ilkal City. 3AMP'(N$ 3ampling Procedure. 3ampling Frame. +)e Sam*ling . It is t)e sco*e of study Sam*ling 2Btent is :ind city. 3ampling !nit. Page 7% ggregate of all units *ertaining to t)e study is called Po*ulation. “+)e *rocess of drawing a sam*le from large *o*ulation is called Sam*ling”. Population. Sam*ling 9rame is a means of re*resenting t)e elements of t)e *o*ulation. 0nes feeling towards an attribute.. +)e *o*ulation of t)is *roject is a survey of Ialking Customers and 2Bisting .

+)e total Sam*le SiAe is 1&& from different locations in :ind city Part01 Page 7- . 3ample siDe..

. t)e researc)er s)ould generate fictional res*onses to t)e measurement instrument. &ATA ANA'83E3 AN& (NTERPRETAT(ON &ATA ANA'83(3 8ata collected is useful only after analysis. Page 7> . 8ata nalysis involves converting a series of recorded observations into descri*tive statements and inferences about relations)i*s. +)e ty*es of analysis t)at can be conducted de*end on t)e nature of t)e measurement instrument and t)e data collected met)od. If t)e researc)er selects t)e analytical tec)niDues *rior to collecting data. t)ese dummy data are t)en analyAed t)e results of t)is analysis will *rovide t)e information reDuired by t)e *roblem at )and.

So it is *referable to select analytical tec)niDue after collection of data. ge 5es*ondents Percentage Page 7@ . /> Age categories.. +)e results obtained by analyAing suc) data may not be accurate due to *resent of dummy data. de*ending on data collected.

%&'%@ %@'-& -&'-@ -@'>& +otal %> %> %> %= 1&& %>F %>F %>F %=F 1&&F 28% 24% Age Categories 20-25 Age Categories 25-30 Age Categories 30-35 Age Categories 35-40 24% 24% Page 77 ..

ing factors influenced #ou to purc ase Ba*a* platina BikeG 5es*ondents 9riendsK o*inion Price dvertisement 5elative o*inion +otal -1 -% %% 1@ 1&& Percentage -1F -%F %%F 1@F 1&&F Page 7< . +I/ is *referred by middle age grou*s working as Clerks.. -> Follo. #ecause of mileage is t)e main reason. #y seeing t)is result we inter*ret t)at #ajaj P. (nterpretation) 9rom t)e above gra*) it is evident t)at out of 1&& sam*les %= customers are of between -@'>& age limits. Small outlets owner 4iA Cold drinks. #ank workers.

.

35 30 25 20 15 10 5 0
Fr ie nd s

31

32 22 15 Series1

No

dv er tis em en t

e

Pr ic

A

Res

(nterpretation)

9rom t)e above 1ra*) it is found t)at -%F of Customer are *urc)ased #ike by *referring Price. influenced of t)ere friends. nd -1F of customer *urc)ased t)e bike by t)e nd remaining %%F customer are influenced by revealed t)ey

dvertisement 1@F customer motivated to *urc)ase t)e #ike t)roug) relatives o*inion. +)e majority of t)e *eo*le boug)t #ajaj P. +I/ *urc)ase t)e #ike influenced by t)e *rice.

4>

3atisfaction 'e"el of t e Customers ;it respect to information gi"en

+# t e mec anics) Satisfaction level 5es*ondents Percentage

Re la tiv

es

Page 7=

.

;ig)ly satisfied Satisfied 8is satisfied ;ig)ly dissatisfied +otal

%= @7 1&&

%=F @-F -F 7F 1&&F

3

6 28 ig!l" satis#ied Satis#ied $is satis#ied ig!l" $issatis#ied

53

(nterpretation)

9rom t)e above 1ra*) its clear t)at most of t)e owner of t)e #ajaj P. +I/ are satisfied wit) *reliminary Information given by t)e mec)anics w)ile *urc)asing t)e #ike 7-F.

Page 7?

.

5> 3atisfaction le"el of customer ;it c aracteristics of t e Ba*a* P'AT(NA)

respect to t e follo;ing

a>)

Price of t e 7e icle) 5es*ondents <% 11% 1&& Percentage <%F 1-F 1-F %F 1&&F

Price ve)icle 4ery good 1ood #ad 4ery bad +otal

Page <&

80 60 40 20 0 %er" good &ood 13 13 2 'ad %er" 'ad S1 (2 (nterpretation) 9rom t)e above 1ra*) it is found t)at out of 1&& res*ondents majority of t)e Customer are very muc) satisfied wit) t)e *rice of #ajaj P.. c> Engine and performance of t e "e icle) Engine performance 9ig l# satisfied 4B 4BH E Respondents Percentage Page <1 . +I/ #ike as com*ared to ot)er #ikes.<%F of t)e customer said *rice of t)e bike is very good.

H 15% 2% 38% ig!l" satis#ied Satis#ied $is satis#ied ig!l" $issatis#ied 45% (nterpretation) 9rom above 1ra*) it is clear t)at >@F 5es*ondents are satisfied wit) t)e *erformance of t)e ve)icle and -=F of t)e 5es*ondents satisfied and 1@F of t)e 5es*ondents are not satisfied wit) t)e *erformance of t)e ve)icle t)e reason be)ind t)is t)ey are facing *roblem 2ngine $carburetor(.. 3atisfied &is satisfied 9ig l# satisfied 9ig l# dissatisfied Total 15 /5 .H -H /. /. Page <% . 15H /5H ...

d> Maintenance Cost of t e 7e icle) "aintenance cost ..ig)ly satisfied +otal 5es*ondents 1& 7& %& 1& 1&& Percentage 1&F 7&F %&F 1&F 1&&F 10% 20% 10% ig!l" satis#ied Satis#ied $is satis#ied ig!l" $issatis#ied 60% (nterpretation) Page <- .ig)ly satisfied Satisfied 8is satisfied .

+I/ #ike is less.a**y new for t)e com*any maintenance cost of t)e #ajaj P.ig)ly satisfied Satisfied 8is satisfied .. 9rom t)e above 1ra*) is )ig)lig)ted t)at maintenance cost of t)e ve)icle t)e maBimum number of customer are satisfied wit) maintenance cost ie 7&F )ence we can say it is .ig)ly satisfied +otal 5es*ondents %= >= 1= 7 1&& Percentage %=F >=F 1=F 7F 1&&F Page <> . e> Aest etics =Color>) est)etics color .

f> Cost of spares) Page <@ . 50 40 30 20 10 0 1 28 18 6 Satis#ied $is satis#ied ig!l" $issatis#ied 48 ig!l" satis#ied (nterpretation) 9rom t)e above 1ra*) it is found t)at out 1&& Customer >=F of 5es*ondents are satisfied wit) t)e color and style of t)e ve)icle and only 1=F of t)e 5es*ondents are not satisfied wit) t)e color of t)e ve)icle..

ig)ly satisfied Satisfied 8is satisfied .. . Page <7 . Cost of s*ares.ig)ly satisfied +otal 5es*ondents %@@ 1? 1&& Percentage %-F @@F 1?F -F 1&&F 60 50 40 30 20 10 0 23 55 ig!l" satis#ied Satis#ied 1) 3 1 $is satis#ied ig!l" $issatis#ied (nterpretation) 9rom above 1ra*) it is observed t)at majority of t)e customers said t)at t)e cost of s*ares are Duite affordable and t)ey are satisfied.

g> Mileage of t e 7e icle) "ileage of t)e 4e)icle.ig)ly satisfied Satisfied 8is satisfied . .ig)ly satisfied +otal 5es*ondents 7> 11% 11 1&& Percentage 7>F 1-F 1%F 11F 1&&F 11 12 ig!l" satis#ied Satis#ied 13 $is satis#ied 64 ig!l" $issatis#ied Page << ..

and customer are said t)at t)ere 4e)icle gives <&'=& km mileage *er liter of *etrol in city limits. 5> 'e"el of satisfaction of . room) .. If t)ey go for long ride it gives nearly about =&'=@ km *er liter.ig)ly satisfied Satisfied 8is satisfied .ig)ly satisfied +otal 5es*ondents 11% 7> 11 1&& Percentage 1-F 1%F 7>F 11F 1&&F Page <= . (nterpretation) 9rom above 1ra*) it )as been observed t)at 7>F of t)e customer )ig)ly satisfied wit) mileage of t)e 4e)icle.evel warranty service .arrant# ser"ice pro"ided +# t e s o.

80 60 40 20 0 13 12 64 ig!l" satis#ied Satis#ied $is satis#ied 11 ig!l" $issatis#ied 1 (nterpretation) 9rom above 1ra*) it )as been observed t)at 7>F of t)e customer is not satisfied only 1-F 5es*ondents are satisfied wit) warranty service.. /> Percentage of Customer going for paid up ser"ice) Paid u* service 6es 5es*ondent 7% Percentage 7%F Page <? .

. /o +otal -= 1&& -=F 1&&F 38% *es +o 62% (nterpretation) 9rom t)e above gra*) it is clear t)at majority of t)e customer go for t)e *aid u* service *rovided in t)e s)ow room. unaut)oriAed service station like garage. s far as t)e #ajaj ut)oriAed dealer scores more in Ilkal city but only -=F of t)e customer are go for Page =& .

ig)ly satisfied +otal 5es*ondents 17@ 1% 1& 1&& Percentage 1-F 7@F 1%F 1&F 1&&F Page =1 .ing factors in 3er"ice pro"ided +# s o.ig)ly satisfied Satisfied 8is satisfied . room) a> &eli"er# Time) 8elivery +ime. .. C> 'e"el of satisfaction for follo.

10% 12% 13% ig!l" satis#ied Satis#ied $is satis#ied ig!l" $issatis#ied 65% (nterpretation 9rom above 1ra*) its Clear t)at 7@F of t)e 5es*ondents are satisfied wit) delivery time of motorKs t)e com*any may *rovide service of delivery as *er Customer convenience. 5es*ondents Percentage Page =% .. +> A"aila+ilit# 3pares) vailability S*ares.

vailability of s*ares in s)owroom. #ecause of s*are *arts are 1enuine *arts and 1uarantee..ig)ly satisfied +otal 1& <& 1> 7 1&& 1&F <&F 1&F 7F 1&&F 80 60 40 20 0 10 (0 ig!l" satis#ied Satis#ied 14 $is satis#ied 6 ig!l" $issatis#ied 1 (nterpretation 9rom t)e above 1ra*) it )as been observed t)at out 1&& customer <&F of t)e customer are satisfied wit) and 1ood Duality. . neBt to t)ese are long *erformance Page =- .ig)ly satisfied Satisfied 8is satisfied .

ig)ly satisfied Satisfied 8is satisfied .. C> Attitudes of 3er"ice Pro"ider) ttitudes Provider. of Service 5es*ondents Percentage .ig)ly satisfied +otal 7@ 1? 11&& 7@F 1?F 1-F -F 1&&F Page => .

5emaining -F of t)e customer is )ig)ly dissatisfied attitudes of service *rovider.. A> &egree of le"el of satisfaction regarding sol"ing of complaints) Com*laints 5es*ondent Percentage Page =@ . 80 60 40 20 0 1) 13 3 1 65 ig!l" satis#ied Satis#ied $is satis#ied ig!l" $issatis#ied (nterpretation 9rom t)e above gra*) it is evident t)at most of t)e res*ondents are strongly satisfied wit) t)e attitude of t)e service *rovider ie 7@F of t)e Customer are )ig)ly satisfied and only 1-F of t)e customer are not satisfied wit) attitudes of service *rovider.

. 6es /o +otal -@ 7@ 1&& -@F 7@F 1&&F 35 *es +o 65 (nterpretation 9rom t)e above gra*) its clear t)at majority of t)e customers are not satisfied wit) com*liant )andling *rocedure of t)e s)ow room only -@F of t)e Customers are satisfied. 5emaining t)e 7@F customer not satisfied Page =7 .

. room Retail o-tlets 22 Series1 (nterpretation Page =< . B> Percentage of purc ase 3pare parts) *urc)ase S*are *arts S)owroom 5etail outlet +otal 5es*ondents <= %% 1&& Percentage <=F %%F 1&&F (8 80 60 40 20 0 S!o.

1uarantee. 1ood Duality J only %%F of t)e customer *urc)ase retail outlets.le Costl" 6)% Page == . long run *erformance.. @> &egree satisfaction a+out ser"ice c arge service c)arge ffordable Costly 5es*ondents 7? -1 1&& Percentage 7?F -1F 1&&F 31% A##orda. 9rom t)e above 1ra*) its clear t)at t)e <=F of t)e customer *urc)ase of s*are *arts t s)ow room. #ecause of branded.

+I/ #ike. only -1F of t)e /.. (nterpretation 9rom above gra*) its clear t)at 7?F of t)e customer are feel t)at t)e service c)arges are affordable as com*ared to ot)er J customer are said service c)arge costly. .> 'e"el of satisfaction of Ba*a* P'AT(NA Bike) Satisfaction of #ajaj 5es*ondents Percentage P.ig)ly satisfied Satisfied @= %@=F %-F Page =? .

ig)ly satisfied +otal 1< % 1&& 1<F %F 1&&F (0 60 50 40 30 20 10 0 58 ig!l" satis#ied Satis#ied 23 1( 2 1 $is satis#ied ig!l" $issatis#ied (nterpretation . 8is satisfied .. F(N&(N$3 C!3TOMER 3AT(3FACT(ON FOR BAJAJ P'AT(NA AT J(N& Page ?& .a**y news for t)e s)ow room #ijjal motors from above 1ra*) it )as observed t)at t)e majority of t)e customer some around @=F of t)e customer are )ig)ly satisfied wit) #ajaj P. +I/ . %-F are satisfied wit) bike and only %F of t)e customer )ig)ly dissatisfied.

+I/ bike. • "ajority of t)e Customer )ave *urc)ased t)e ve)icle by t)ere *rice and friends wit) -%F and -1F res*ectively. wit) t)e maintenance cost level. • @%F of t)e customers are satisfied wit) information *rovided by t)e mec)anics w)ile delivering t)e bike for t)e first time. • 2ngine and *erformance of t)e ve)icle satisfaction is >@F. • @%F of t)e customers are satisfied wit) t)e maintenance cost -@F of t)em are not satisfied. +I/ customers are satisfied wit) t)e *rice ie <%F. style( of t)e #ajaj P. • #ut t)e customers are not fully satisfied wit) com*laint )andling *rocedure at bansal motors only average customers are satisfied. Page ?1 .a**y news for t)e s)owroom is t)at @=F of t)e customers are )ig)ly satisfied t)at wit) #ajaj P. • In t)e study I am found t)at 7>F of t)e customers are not satisfied wit) t)e warranty service *rovided by s)owroom. • +)e customers are satisfied wit) delivery time. availability of s*ares and attitudes of t)e service *roviders. • . +I/ . • +)e customers are )ig)ly satisfied wit) t)e est)etics $color.. • +)e cost of said t)at cost of s*ares are Duite affordable @@F of t)e customer are satisfied wit) t)e cost of s*ares. nd friends is second motivated factors w)ic) influenced t)e customer to *urc)ase t)e bike. • +)e #ajaj P.

Page ?% . . • +)e dealer can convince t)e non'users by taking measures like advertising and sales *eo*le. • +)e 8i*loma . t #ut maintain t)is satisfaction level forever t)e s)ow room )as to do some activities. RECOMMEN&AT(O(N TO &EA'ER s far as t)e s)ow room satisfaction is concerned. • +)e warranty service *rovided by dealers s)ould im*rove t)ey can gives better service in t)e time of warranty *eriods. t)e s)ow room scores good *ercentage.• 9rom t)e market researc) it )as been observed t)at 7>F of t)e customers are )ig)ly satisfied wit) t)e mileage of t)e bike. • +)e com*laint solving *rocedure s)ould be im*roved and after service of t)e bike mec)anics may be get feed back from t)e customers about bike.older mec)anics s)ould be recruited in t)e s)ow room service centre "ore J "ore *romotional measures s)ould be taken to increase t)e sales.

RECOMMEN&AT(O(N 3!$$E3T(ON3 TO COMPAN8 #y t)e study it is found t)at all most all customer of #ajaj P. t)e main reason to *urc)ase t)is bike is because of its )ig) Page ?- .• I)en ever t)e #ajaj Com*any introduces new models. 8ee*avali. like festival. /ew year because of attracting t)e customer and to build long run relation s)i* wit) t)e customers. #y doing t)is kind of activities t)e s)ow room can retain its old customer and try to attract new customer. . t)en t)e s)owroom *eo*le )as to arrange road s)ows. • S)ow room owners )ave to send some gifts and greetings to customers es*ecially in festival seasons. +I/ are satisfied.

• uto starter s)ould be included in t)e eBisting model • +)e current S/S $s*ring 'in 's*ring( sus*ensions *rovide uniDue *rotection to t)e bike. • Im*rovement in t)e engine *erformance it sounds more w)en in use more t)an <& km s*eed t)ere is no smoot)ness. mileage and low *rice it is very )el* full to middle income level of grou* of *eo*le. Page ?> ..

+I/ ve)icle nd service *rovided by t)e #ansal motors.. s *er s)ow room is concerned is )aving good *ros*ects in near feature it is *roviding good service and majority of t)e *eo*le are satisfied wit) #ajaj com*any ve)icle.onda. +)e distribution and availability of t)e ve)icle in :ind 8istrict as to be Im*rove #ecause of t)e Com*eting of t)e ve)icle like .ero . I can conclude t)at it )as wide market and brig)t future for its sales. nd also in t)e current market it is one of t)e leading ve)icles. CONC'!3(ON #y seeing t)e *erformance of #ajaj P. +4S are very )ig) market s)are. Page ?@ .

. Part05 Page ?7 .

ANNE6!RE Page ?< ..

. $Please mark S for t)e relevant boB( 1. geG %&'%@ %@'-& -&'-@ -@'>& -. +)e *ur*ose of t)e study is to know “A 3T!&8 ON CON3!MER 3AT(3FACT(ON 'E7E' OF BAJAJ P'AT(NA B(KE (N J(N& C(T8”. /ameG TTTTTTTTTTTTTTTTT %. I reDuest you to kindly s*are your valuable time for com*leting t)is Duestionnaire. ?!E3T(ONNA(RE &ear sir : Madam% I am *leased to introduce my self as "# student I am doing my *roject at Bansal "otors w)o are aut)oriAed dealer for #ajaj .> SeBG "ale #usinessman 9emale G0ccu*ation 2m*loyee Student Page ?= . .

+I/ #ike. >'#ad. +I/ #ikeU 9riendKs o*inion dvertisement Price 5elatives o*inion 7. -' vg. 8id you own any #ike *reviouslyU /ame it TTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTT <. Professional 0t)er s*ecifyTTTTTTTTTTTTT @.. 1to@ $1'4ery good. 5ate t)e following c)aracteristicKs of #ajaj P. @'4ery bad( Page ?? . %'1ood. I)ic) of t)e following factors influenced you to *urc)ase #ajaj P.

"ileage. C)aracteristics 1 % - > @ Price of t)e ve)icles. $carburetor( of J *erformance Cost of s*ares.. 2ngine ve)icles. Page 1&& . Color. "aintenance cost.

=.. .ig)ly 8is'Satisfied re you availing any *aid u* service for your ve)icle at #ansal "otorKsU 6es a( If no t)en state your reason 1( TTTTTTTTTT TTTTTTTTTTTTT %( TTTTTTTTTTTTTT -( /o 1&. re you satisfied wit) information given $or( com*laint solved by t)e s)ow room Service StationU Page 1&1 .ig)ly Satisfied -( verage %( >( Satisfied 8is'satisfied @( ?. . 1( re you satisfied wit) t)e warranty service *rovided by t)e s)ow roomU .ave you eB*erienced any major *roblems wit) your bikeU 6es /o 11.

I)ere do you *urc)ase s*are *arts reDuired for your ve)icleU a. Please 5ank your level of satisfaction for t)e following 9actors in Page 1&% . 1TTTTTTTTTTTTTTT -TTTTTTTTTTTTTTTT %TTTTTTTTTTTTTTTT 1%. t s)ow room b. t 5etail outlets 1-. 6es /o a( If no *lease mention in w)ic) area you felt need for Services.. service.

-. vailability s*ares. /ot 1ood Page 1&- . Cost of service. >. of @. -. %. *urc)aseU 1. C aracter sticks 9ig l# 3atisfied 3atisfied &is0 9ig l# satisfied &issatisfied 1. +o w)at eBtent t)e #ajaj P. 1>. ttitudes service *rovider. +I/ 4ery 1ood verage %. 8elivery time. 1ood -. Cost of s*ares. 6our o*inion about service c)argesU ffordable Costly bike )as satisfied your need 1@..

SI/2SS I05. 17.SI/2SS +08 6. MA$I(NE3 ♦ #.8. ♦ #. ♦ I/8I +08 6.. P)ili* !otler. 8o you )ave any s*ecific to #ansal "otors to im*rove customer SatisfactionU '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' B(B'(O$RAP98 TE6T BOOK3 ♦ " 5!2+ " / 12"2/+ #y. Page 1&> .

I/8. PAMP'ET3 2EB 3(TE3 www.2 +I"2S 09 I/8I .2 ..bajajauto. NE23 PAPER3 ♦ +.com 1oogle searc) Page 1&@ .. ♦ +.