Customer Satisfaction On Bajaj

Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE
CONTENTS OF TABLE
Particulars Page No.

1. Executive Summary 2-4
2. Company Profile 5-20
3. Organization Profile 21-26
4. Product Profile 27-32
5. Literature Review 33-35
6. Research methodology 36-37
7. Research Design 38-40
8. Analysis 41-53
9. Findings 54-56
10. Suggessions 57-58
11. Conclusion 59-60
12. Questionnaire 61-64
13. References 65-66
BABASAB PATIL Page 1

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY
Topic of the Study: “Customer Satisfaction Level & Service Analysis of Channamma
Bajaj”, Hubli.
Objectives of the study:
 To understand the customer satisfaction level towards services provided by
CHANNAMMA BAJAJ.
 To study the problems faced by the customers at CHANNAMMA BAJAJ.
 To study the post sales service performance.
 To study and understand the areas of improvement by the service provided by

CHANNAMMA BAJAJ.
RESEARCH METHODOLOGY:
Primary Data (From questionnaire and personal
Data Source :
interaction).
Secondary data –Website, Company Manuals,
Company Reports, Magazine .
Research approach : Survey method.
Research Instrument : Questionnaire.
Sample plan : Personal Interview
Sample unit : Customers of Channamma Bajaj.
Sampling method : Convince probability sampling

Sample Size : 100 customer
Area of survey : The area selected for survey is Hubli city
Scope of the study:
The satisfaction level of the customer study will help to know the
performnace of Channamma Motors & it also help the management can
emphasize on their weaker areas for improvement.
Limitation:
The study is istricted to 100 samples because of the time constraint &
it is limited to Hulbi City.
Findings:
1. From the survey of 100 samples, 76% of respondents says that sales person has
spend sufficient time with them and explained about bikes & remaining 24% of
respondents say that sales persons haven’t spend sufficient time with them.
2. From analysis came to know that 67% of the respondents replied vehicle
delivered on promised time and 33% of respondents replied not delivered on
promise time.
3. Out of 100 respondents 79% of respondents were taken test drive and 21% were
not taken test drive during the time of purchase of bike.
Suggetions:
 In case of addressing the customers Channamma Bajaj should ensure that the
sales persons explain the details of the bike to the customers, because 24% of the
respondents are unhappy.

 Channamma Bajaj should also ensure that the bikes given for servicing are
delivered in time.
 To increase the awareness regarding maintainance of bike the dealer should
conduct free check up camps.
COMPANY PROFILE

COMPANY PROFILE
(Bajaj Auto)
Bajaj Auto Ltd. is the largest exporter of two and three wheelers. With Kawasaki
Heavy Industries of Japan, Bajaj manufactures state-of-the-art range of two-wheelers.
The brand, Pulsar is continually dominating the Indian motorcycle market in the premium
segment. Its Discover DTSi is also a successful bike on Indian roads.
Bajaj is promoted by the highly qualified and experienced promoters having a
successful track record of more than 40 years of experience in the manufacture of auto
parts.
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions. It conveys to
everyone our intention to constantly inspire confidence. Our customers are the primary
audience for our brand. Indeed, our brand identity is shaped as much by their belief in
Bajaj as it is by our own vision. Everything we do must always reinforce the
distinctiveness and the power of our brand. We can do this by living our brand essence
and by continuously seeking to enhance our customer’s experience. In doing so, we
ensure a special place for ourselves in the heats and minds of our customers.

Bajaj Brand Essence
Our brand Essence is the soul of our brand. Our brand essence encapsulates our
mission at Bajaj.
It is the singular representation of our terms of endearment with our customers. it
provides the basis on which we grow profitably in the market. Our brand essence is
excitement. Bajaj strives to inspire confidence through excitement engineering. Blending
together youthful creativity and competitive technology to exceed the spoken and the
implicit expectation of our customers. By challenging the given. By exploring the
unknown and thereby stretching ourselves towards tomorrow, today.
Bajaj Brand Values
We live our brand by its values of learning, innovation. Perfection, speed and
transparency. Bajaj will constantly inspire confidence through excitement engineering.
Learning: Learning is how we ensure proactively. It is a value that embraces knowledge
as the platform for building well informed, reasoned and decisive actions.
Innovation: Innovation is how we create the future. It is a value that provokes us to
reach beyond the obvious in pursuit of that which exceeds the ordinary.
Perfection: Perfection is how we set new standards. It is a value that exhibits our
determination to excel by endeavoring to establish new benchmarks all the time.

Speed: Speed is how we convey clear conviction. It is a value that keeps us sharply
responsive. Mirroring our commitment towards our goals and processes.
Transparency: Transparency is how we characterize ourselves. It is a value that makes
us worthy of credibility through integrity, of trust through sensitivity and of loyalty
through interdependence.
Industry Profile:
Founder Jamnalal Bajaj

Year of Establishment 1926
Industry Automotive - Two & Three Wheelers
Business Group The Bajaj Group
Listings & its codes BSE - Code: 500490; NSE - Code: BAJAJAUTO
Presence Distribution network covers 50 countries.
Dominant presence in Sri Lanka, Bangladesh, Columbia, Guatemala,
Peru, Egypt, Iran and Indonesia.

Joint Venture Kawasaki Heavy Industries of Japan
Registered & Head Office Akurdi Pune - 411035
India
Tel.: +(91)-(20)-27472851
Fax: +(91)-(20)-27473398
Works Akurdi, Pune 411035, Bajaj Nagar, Waluj Aurangabad 431136
Chakan Industrial Area, Chakan, Pune 411501

E-mail rahulBajaj@Bajajauto.co.in
Website www.Bajajauto.com
Management profile:
Rahul Bajaj Chairman

Madhur Bajaj Vice Chairman

Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P D'sa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg & Sales - 2Wh.)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research & Development)
J. Sridhar Company Secretary
Board of Directors
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman & Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
D.S. Mehta Whole-Time Director
Kantikumar R. Podar Director
Shekhar Bajaj Director
D.J. Balaji Rao Director
J.N. Godrej Director
S.H. Khan Director
Mrs. Suman Kirloskar Director

Naresh Chandra Director

Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
Committees of the Board

Audit Committee
S.H. Khan Chairman
D.J. Balaji Rao
J.N. Godrej
Naresh Chandra
Nanoo Pamnani
Shareholders’ & Investors’ Grievance committee

D.J. Balaji Rao Chairman
J.N. Godrej
Naresh Chandra
S. H. Khan
Remuneration committee
D.J. Balaji Rao Chairman
S.H. Khan

Naresh Chandra
Registered under the Indian Companies Act, VII of 1913

REGISTERED OFFICE Akurdi, Pune 411 035
WORKS
Akurdi, Pune 411 035
Bajaj Nagar, Waluj Aurangabad 431 136
Chakan Industrial Area, Chakan, Pune 411 501
Plot No. 2, Sectoe 10, Pant Nagar, Rudrapur
Group of companies:
Bajaj Auto Ltd. Mukand International Ltd.

Mukand Ltd. Mukand Engineers Ltd.
Bajaj Electricals Ltd. Mukand Global Finance Ltd.
Bajaj Hindustan Ltd. Bachhraj Factories Pvt. Ltd.
Maharashtra Scooters Ltd. Bajaj Consumer Care Ltd.
Bajaj Auto Finance Ltd. Bajaj Auto Holdings Ltd.
Hercules Hoists Ltd. Jamnalal Sons Pvt. Ltd.
Bajaj Sevashram Pvt Ltd. Bachhraj & Company Pvt. Ltd.
Hind Lamps Ltd. Jeevan Ltd.
Bajaj Ventures Ltd. The Hindustan Housing Co Ltd.
Bajaj International Pvt Ltd. Baroda Industries Pvt Ltd.

Hind Musafir Agency Pvt Ltd. Stainless India Ltd.

Bajaj Allianz General Insurance Company
Bombay Forgings Ltd.
Ltd.
Bajaj Allianz Life Insurance CompanyLtd. -

Milestones
2007
September Launch of XCD DTS-Si

June National Launch of 220 cc Pulsar DTS-Fi.
April Bajaj Auto Commissions New Plant at Pantnagar, Uttarakhand
February 200 cc Pulsar DTS-i launched
January Bajaj Kristal DTS-i launched
2006
April Bajaj Platina launched
2005
December Bajaj Discover launched
June Bajaj Avenger DTS-i launched
February Bajaj Wave DTS-i launched
2004
October Bajaj Discover DTS-i launched
August New Bajaj Chetak 4 stroke with Wonder Gear launched
May Bajaj CT100 Launched
January Bajaj unveils new brand identity, dons new symbol, logo and brandline
2003
October Pulsar DTS-i is launched.
October 107,115 Motorcycles sold in a month.
July Bajaj Wind 125,The World Bike, is launched in India.
February Bajaj Auto launched its Caliber115 "Hoodibabaa!" in the executive motorcycle segment.
2001
November Bajaj Auto launches its latest offering in the premium bike segment ‘Pulsar’.
January The Eliminator is launched.
2000
The Bajaj Saffire is introduced.
1999
Caliber motorcycle notches up 100,000 sales in record time of 12 months.
Production commences at Chakan plant.
1998
June 7th Kawasaki Bajaj Caliber rolls out of Waluj.
July 25th Legend, India’s first four-stroke scooter rolls out of Akurdi.
October Spirit launched.
1997
The Kawasaki Bajaj Boxer and the RE diesel Autorickshaw are introduced.
1995

November
Bajaj Auto is 50.
29
Agreements signed with Kubota of Japan for the development of diesel engines for
three-wheelers and with Tokyo R&D for ungeared Scooter and moped development.
The Bajaj Super Excel is introduced while Bajaj celebrates its ten millionth vehicle.
One million vehicles were produced and sold in this financial year.
1994
The Bajaj Classic is introduced.
1991
The Kawasaki Bajaj 4S Champion is introduced.
1990
The Bajaj Sunny is introduced.
1986
The Bajaj M-80 and the Kawasaki Bajaj KB100 motorcycles are introduced.
500,000 vehicles produced and sold in a single financial year.
1985
November 5 The Waluj plant inaugurated by the erstwhile President of India, Shri Giani Zail Singh.
Production commences at Waluj, Aurangabad in a record time of 16 months.
1984
January 19 Foundation stone laid for the new Plant at Waluj, Aurangabad.
1981
The Bajaj M-50 is introduced.
1977
The Rear Engine Autorickshaw is introduced.
Bajaj Auto achieves production and sales of 100,000 vehicles in a single financial year.
1976
The Bajaj Super is introduced.
1975
BAL & Maharashtra Scooters Ltd. joint venture.
1972
The Bajaj Chetak is introduced.
1971
The three-wheeler goods carrier is introduced.
1970
Bajaj Auto rolls out its 100,000th vehicle.
1960
Bajaj Auto becomes a public limited company. Bhoomi Poojan of Akurdi Plant.
1959

Bajaj Auto obtains licence from the Government of India to manufacture two- and three-
wheelers.
1948
Sales in India commence by importing two- and three-wheelers.
1945
November
Bajaj Auto comes into existence as M/s Bachraj Trading Corporation Private Limited.
29
Awards
Product Award Year By

Bajaj Pulsar DTS-Fi - Bike of the Year 2007 CNBC-TV18 Autocar Auto Awards
Bajaj Platina 100cc - Bike of the Year 2007 NDTV Profit Bike India
Mr. Rajiv Bajaj - Man of the year 2005 2005 Autocar Professional
Mr. Rajiv Bajaj - Automotive Man of the 2005 Bike India & NDTV India
year 2005
Bajaj CT 100 - Motorcycle Total Customer 2005 TNS Automotive
Satisfaction Study 2005
Bajaj Discover DTS-i - Bike of the Year 2005 OVERDRIVE Awards 2005
2005
Bajaj Discover DTS-i - Indigenous Design 2005 OVERDRIVE Awards 2005
of the Year 2005
BAJAJ AUTO - Bike Maker of the Year 2004 ICICI Bank OVERDRIVE Awards 2004
2004
DTS-i Technology - Auto Tech of the Year 2004 ICICI Bank OVERDRIVE Awards 2004
2004
Bajaj Pulsar DTS-i Bike of the Year 2004 2004 ICICI Bank OVERDRIVE Awards 2004
Wind 125 Two Wheeler of the Year 2004 2004 CNBC AUTOCAR Awards 2004
Wind 125 Bike of the Year 2004 2004 Business Standard Motoring
Bajaj Pulsar 180 DTS-i BBC World Wheels 2003 BBC World Wheels Award 2003
Viewers Choice Two Wheeler of Year 2003
Award for Best Two Wheeler between Rs
55,000 to Rs 70,000
Award for Best Two Wheeler between Rs
45,000 to Rs 55,000
Bajaj Boxer AT KTEC BBC World Wheels 2003 BBC World Wheels Award 2003
Award for Best Two Wheeler under Rs
30,000
Bajaj Pulsar - Motorcycle Total Customer 2003 NFO Automotive

Satisfaction Study
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE Awards 2003
Bajaj Pulsar - Most exciting bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike of the 2001 OVERDRIVE Awards
year
Award Year By
Chakan Plant Super Platinum Award for 2006-07 Frost and Sullivan
Manufacturing Excellence
Chakan & Waluj Plants Audit Passed for TPM 2006-07 TPM
Excellence Award
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding Performance 1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield – Western Region 1996-97 EEPC
Export Excellence 1996-97 MCCIA
Regional Top Exporter - Large Scale 1995-96 EEPC
Manufacturer
Highest Export Performance 1995-96 EEPC
Outstanding Export Performance 1995-96 Government of India, Ministry of
Commerce
Export Excellence Award 1995-96 MCCIA
Top Exporter Shield – Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India, Ministry of
Commerce
Regional Top Exporter - Large Scale 1994-95 EEPC
Manufacturer
All India Special Shield - Consumer Durables 1994-95 EEPC
Exporter
National Export award for Outstanding 1994-95 Government of India, Ministry of
Performance Commerce
Western Region Top Export Award 1994-95 EEPC
All India Special Shield - Consumer Durables 1994-95 EEPC
Regional Special Shield - Capital Goods 1993-94 EEPC
Category


Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods 1990-91 EEPC
Category
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Merit 1978-79 Government of India, Ministry of
Commerce
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School. 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):After graduating in Commerce, Mr Bajaj did his MBA
from Lausanne, Switzerland. Joined as DGM in March 1983, took over as General
Manager Aurangabad Division in June 1986, as its Chief Executive in October 1988, he
became President of Bajaj Auto in September 1994, Executive Director in May 2000 and
as Vice Chairman in July 2001.
Rajiv Bajaj (Managing Director): Rajiv Bajaj, who took charge as Managing Director
on 1st April 2005, is a Mechanical Engineer from Pune University. He later did his

Masters in Manufacturing Systems Engineering from the University of Warwick. Joined
as Officer on Special Duty in 1990, took over as General Manager (Products) in February
1993, as Vice President (Products) in June 1995, President in May 2000, President &
Whole Time Director in March 2002, Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director): Joined as Officer on Special Duty in 1994, took over as Executive
Director in April 2004, as General Manager (CF) in 1997, took charge as Vice President
(Finance) in April 2001. He is a Mechanical Engineer from Pune University, with
Masters in Manufacturing Systems from University of Warwick and MBA from Harvard
Business School.
N H Hingorani
(Vice President (Materials)):Joined in 1997 as General Manager (Materials), took over as
Vice President (Materials) in 1998. He is a Mechanical Engineer from Malaviya Regional
Engineering College, Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in 1988, and
rose to become Vice President (Materials) in 1995, Vice President (HRD) in 2000 and
Vice President (Insurance). He did his Mechanical & Electrical Engineering from Indian
Railway Institute of Mechanical & Electrical Engineers. Honoured with fellowship of

Institute of Electrical Engineering (London) and membership of Institute of Mechanical
ENGG London.
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj plant) and
is now Vice President (Operations). He is a Science Graduate from Agra University. Later
he did Mechanical Engineering from Indian Institute of Technology, Kharagpur.
Kevin P D Sa
(Vice President (Finance)):Mr. Kevin joined Bajaj in September 1978 and is now Vice
President (Finance). He is a B.Com graduate. Later he did CA in 1978 and ICWA in
1981.
Pradeep Shrivastava
(Vice President (Engineering)):Mr.Shrivastava joined Bajaj in April 1986 and is now
Vice President (Engineering). He is a Mechanical Engineer and later did post graduate
diploma in Production and Finance in 1986.
S Sridhar
(Vice President (Marketing & Sales- 2Wheeler)):Mr.Sridhar joined Bajaj in March 2001
and is now Vice President (Marketing & Sales -2 Wheeler). He is a Engineering Graduate
in Agriculture

ORGANISATION PROFILE

ORGANISATION PROFILE
CHANNAMMA BAJAJ
Vidyanagar, P.B. Road
HUBLI-581106
This company established in 27 th August 2005 as authorized dealer of Bajaj in
Hubli. Now Channamma Bajaj is having 23 sub dealers.
Having record of selling 5000 Bajaj vehicles in very short period of time. This
shows important role of dealer in selling bikes. The different bikes available under
Channamma Motors are:
 CT100
 PULSAR 150 DTS-I
 PULSAR 180 cc
 DISCOVER DTS-I
 DISCOVER 135
 PLATINA
MANAGEMENT PROFILE:
Managing Director: Shri. Ajjayya.G. Gaddadevarmath
Manager SSO : Shekar.B.H

OFFICE STAFF:
Account manager : Kiran
Service adviser : Santosh & Channapa
Cashier : Mumta
Receptionist : Manjula. R.G.
OTHER STAFF:
Works Manager : Anand
Spare part Managers: Muttu & Praveen
SUB DEALER:
Channamma Motors Dharwad
Channamma Motors Haveri
Jaycee Autos Gadag
Tatti Autos Laxmeshwar
Veman Motors Ranebennur
Swagat Motors Mundargi
Sri Laxmi Autos Shiggaon
Laxmi Autos Gajendragad
Renuka Motors Nargund
Basaveshwar Motors Ron
Betageri Autos Betageri
Savanur Sales & Service Tilavalli
Vigneshwar Enterprises Hirekerur
Ravi motors Hangal

Benni Autos Savanur
Jayalaxmi Autos Bankapur
S.K. Khandekar Motors Kalghatgi
Harsha Bajaj Naregal
Laxmi Motors Navalgund
Rani Motors Old Hubli
Javali Motors Keshwapur, Hubli
Sri Sai Sales& Service Kundgol
Departments:
Sales department:
This department of the sales manager under whom are sales executives. The sale
executives are the people who help the customers to provide the necessary information
regarding their product. They are the key people who convince the customers to buy their
product. This department is responsible for the sales of their product.
Spares Department:
Spares department consist of a manager who looks after all the transaction carried
out in the spare department. This department holds the spares of the Bajaj bikes. Under
the manager they are employees who are responsible for the carrying out the sales of the
spares and maintaining the records of the transactions.
Accounts department:
This department also consists of manager under whom there are other accountants
working. This department is responsible for maintaining the financial transactions carried

out within the organization. Maintaining the financial transactions, during the day are to
be recorded by the accounts department.
Pre-delivery inspection:
This department consists of a PDI in charge under whom there are technician
working. The department is the responsible for checking the bike and making it ready
before the delivery is made.
Work station:
This department is responsible for the maintenance and servicing of the bikes. In
this department there is a service manager, under whom are supervisors or service
advisors. Under the supervisor are the technician who service the bikes that have come
for servicing.
There are the departments within the organization who have to report to the ex-
director of the organization.


ORGANIZATION CHART
Managing Director
Manager SSO
Spares Manager
Sales Manager
Service Manager
Assistants
Sales Executives Supervisor
Workers

PRODUCT PROFILE

PRODUCT PROFILE
Bajaj Automobiles is one of the largest two-wheeler manufacturers in the world. Bajaj
Auto is present in every segment of the market be it scooters, motorcycles and three
wheelers. It has supplemented its collaboration with Kawasaki with its own range of
motorcycles and scooters.
MOTORCYCLES FROM BAJAJ AUTO:
Bajaj motorcycle range extends from the value for money CT100 DLX to the
Pulsar DTS-I in the performance segment. The latest launch in the 135 cc segment in the
Discover and 180cc segment in the Pulsar.
Further the motorcycles can be characterized in segment.
1) Standard segment Bike:
Bajaj CT100:
Bajaj CT100 Dlx provides features never before offered on an entry-level motorcycle.
such as better power, better pick-up, better mileage, better comfort and better safety.

Bajaj CT100 Dlx also has the world first SNS (Spring-in spring ) suspension ,which
protects the backbone of the rider. Bajaj CT100 Dlx is available in following colours.
Such as Jet Black, Candy wine red, olive green and blue.
Features:
Superior Comfort:
You can experience the comfort of a 125-m front suspension and the world first 100mm
SNS (Spring-in-Spring) Suspension, with a certified triple- rated spring. It cushions your
back, even on the most unforgiving roads.
While the 1235-mm wheelbases stability, and the wider rear tyre provides better road
grip.
Superior Style:
Smart styling attractive decals, never before colours, aerodynamic fairing and much
more.
Superior Mileage:
Exhaust TEC is a device incorporated in exhaust system of ‘CT100 Dlx’ engine. TEC
stands for ‘Torque Expansion Chamber’. This world-first technology developed by Bajaj
Auto improves the ‘Scavenging’ process. It gives 108 kmpl on road. Not just that, the
unique Ride Control Switch acts as a virtual instructor, indicating optimum throttle
opening.
Superior Safety:
• Safe driving on all roads and instant stopping.
• Low seat with high ground clearance.
• Clear visibility during night/ rainy days.

2) Executive Segment Bike:
Bajaj Discover DTS-i:
The recently upgraded discover 135 with its option electric starter and alloy
wheels is perfectly suited for those looking for better performance without sacrificing on
fuel economy or pricing
Features:
Superior Style:
 Athletic, lean and muscular styling.
 Gorgeous graphics
 Integrated new style tail lamp and fluid grab rail design
135cc DTS-I Engine:

Discover is the world first DTS-I engine which gives best in class power of 8.47
kw and delightful lileage. The digital powerhouse incorporates Trics III, Constant Vacum
(CV) Carburetor, digital CDI unit and digital twin spark which substantially improves
power, mileage and reduce emissions.
Exhaust TEC:
World first exhaust TEC ( Torque Expansion Chamber) technology for the exhaust
system improves engine torque at low rpms and its optimized to get maximum
performance from the engine
Electric start:
The new Bajaj discover will give you the kicks, without you having to deliver any
just thumb the electric start switch, and ready to roll as the Bajaj Discover 135cc DTS-I
engine purrs to life instantaneously.
Superior premium alloy wheels:
High performance 17’’ premium alloy wheels which are lighter and stronger. This
provides smashing profile looks and nimble handling for superior agility

3) Premium Segment Bike:
Bajaj Pulsar DTS-i:
The Bajaj Pulsar DTS-I with its 150 and 180 variants have redefined the
performance segment in the motorcycle market and have recently undergone
upgrades. Along with additional power, improvements include a longer wheel
base, gas filled rear shock absorbers and six spoke alloy wheel
Features:
DTS-I engine:
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking. It
incorporates digital Twin Spark Ignition (DTS-i) system, digital CDI and TRICS III. The

combined action of these technological breeakthrough send other bikes to where in
belongs the stone age. Digital biking will redefine biking in India for a long time to come.
Enhanced comfort:
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple rated spring
and front telescopic suspension which ensure air cushion feel even on extreme terrain.
LITERATURE REVIEW

LITERATURE REVIEW
Customer Satisfaction
Customer satisfaction is the key to success, getting our customers to tell you what’s good
about your product or services and where you need improvement. It helps you to ensure
that your businesses measure up to their expectations. The attached file contains a
customer satisfaction survey from designed to make it easy for customer to fill out and to
fill and to make it easy for you to quickly customize to exactly match your company’s
activities. It also includes suggestion for distributing the form, ensuring that customer
will return the form and following up on comments
Customer’s satisfaction defined
The reason for a business firm to come into being is the existence of customer who has
unfilled needs and wants. Customer satisfaction ha been conceptualized in several ways.
It consists of expectations, performance interaction, pleasured or displeasure and the
evaluation of the benefits of consumption.

Customer satisfaction is result of confirmation of expectation. Bajaj has been focusing on
the improvement and Excellency in the processes, which it uses to satisfy there to
accomplish, this it has focused on improving customer-orientation and value chain
integration. Thus meeting the expectation of the customer.
Components of customer satisfaction/ dissatisfaction
Purchase Process:It refers to the actions of the customers in buying the product. Could
he find product easily?
Did he have to travel for to buy? Whether proper quantities were available? Was
sufficient information available?
Obviously, for a manufacture that exercises strong control over his distribution channel,
any measurement of consumer’s satisfaction should include this component.
Bajaj has always been focusing on network expansion.
Decision
It refers to the extent to which the customer thinks about correctness of his decision with
regard to satisfaction. Apart from the product of the process, the customer might have
regret about one component which would affect other components. consumers to action,
they must gain their attention.

RESEARCH METHODOLOGY

OBJECTIVES OF THE STUDY:
 To understand the customer satisfaction level towards services provided by
CHANNAMMA BAJAJ.
 To study the problems faced by the customers at CHANNAMMA BAJAJ.
 To study the post sales service performance.
 To study and understand the areas of improvement by the service provided by
CHANNAMMA BAJAJ.
PURPOSE OF THE STUDY:
 To understand the satisfaction level of the customer regarding the service
provided by CHANNAMMA BAJAJ, to understand what are the customer
requirement and improvement required by them in service.

SCOPE OF THE STUDY:
The satisfaction level of the customer study will help to know the
performnace of Channamma Motors & it also help the management can
emphasize on their weaker areas for improvement.
LIMITATION:
The study is istricted to 100 samples because of the time constraint &
it is limited to Hulbi City.
RESEARCH DESIGN

RESEARCH DESIGN
Research methodology is the systematic approach to the given problem. In other

words, it is the way in which we go for collection of data. There fore the better way of
collecting data is very important than the data collected because ultimately the data
collected is depended upon how we approach towards the data. The data has been
collected in the following ways:
 PRIMARY DATA:
Primary data is the actual and very important data collected by researchers. It involves
the formal way of collecting data wherein there is a formal meeting with different
managerial personnel, operations staff and personal observations.
The following were the sources of primary data
 The questionnaire prepared after discussion with the guide ,is the tool for primary

Data collection
 Experts views
 Direct or personal conversation with Mr. Shekar.B.H who is the SSO in the firm.
 SECONDARY DATA:
It is the data which is already collected by someone else and which is used for our study
purpose. It is the data, which gives relevant information in different fields wherever we
want. The following were the sources of secondary data
 Websites.
 Company Manuals, Magazine.
 Company Reports.
Research Methodology
Primary Data
Data Source :
(From questionnaire and personal interaction)
Secondary data –Website, Company Manuals,
Company Reports, Magazine .
Research approach : Survey method.
Research Instrument : Questionnaire.
Sample plan : Personal Interview
Sample unit : Customers of Channamma Bajaj.

Sampling method : Convince probability sampling
Sample Size : 100 customer
Area of survey : The area selected for survey is Hubli city

ANALYSIS
1)Did the salesperson spend sufficient time with you and explain everything about the vehicle?
Did the salesperson spend sufficient time with you and explain
everything about
Cumulative
Frequency Percent Valid Percent Percent
Valid yes 76 76.0 76.0 76.0
no 24 24.0 24.0 100.0
Total 100 100.0 100.0

Did the salesperson spend sufficient time

with you and explain everythin
no
24.00 / 24.0%
yes
76.00 / 76.0%
Interpretation:
From the above graph 76% of respondents says that sales person has spend sufficient
time with them and explained about bikes & remaining 24% of respondents says that
sales persons haven’t spend sufficient time with them.
2) Was the vehicle delivered on promised time?

Was the vehicle delivered on promised time?
Cumulative
Valid yes 67 67.0 67.0 67.0
no 33 33.0 33.0 100.0
Total 100 100.0 100.0
Was the vehicle delivered on promised time?

no
33.0%
yes
67.0%
Interpretation:
From the above graph we came to know that 67% of the respondents replied vehicle
delivered on promised time and 33% of respondents replied not delivered on promise
time.

3) Were you offered a test drive during your visit to our showroom?
] Were you offered a test drive during your visit to our showroom?
Cumulative
Valid yes 79 79.0 79.0 79.0
no 21 21.0 21.0 100.0
Total 100 100.0 100.0
] Were you offered a test drive during your visit to our showroom?
no
yes
Interpretation:
It is clearly seen that out of 100 respondents 79% of respondents were taken test drive
and 21% were not taken test drive during the time of purchase of bike.

4) How do you feel about BAJAJ two wheeler vehicles?
How do you feel about BAJAJ two wheeler vehicles
Cumulative
Valid Excellent 11 11.0 11.0 11.0
good 27 27.0 27.0 38.0
Moderate 24 24.0 24.0 62.0
Satisfactory 19 19.0 19.0 81.0
unsatisfactory 19 19.0 19.0 100.0
Total 100 100.0 100.0
How do you feel about BAJAJ two wheeler vehicles
Excellent
unsatisfactory
good
Satisfactory
Moderate
Interpretation:

It is clearly seen that out of 100 respondents, 11% of respondent were felt excellent, 27%
were good, 24% were moderate, 19% were satisfactory, 19% were un satisfactory.
5) State the level of satisfaction for the service provided by CHANNAMMA BAJAJ?
State the level of satisfaction for the service provided by CHANNAMMA BAJAJ?
Cumulative
Valid Completely satisfied 36 36.0 36.0 36.0
satisfied 42 42.0 42.0 78.0
Dissatisfied 9 9.0 9.0 87.0
Not at all satisfied 13 13.0 13.0 100.0
Total 100 100.0 100.0

State the level of satisfaction for the service provided by CHANNAMMA BA
Not at all satisfied
Dissatisfied Completely satisfied
satisfied
Interpretation:
Satisfaction level for service provided by channamma bajaj is Out of 100 respondents
36% were completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not at
all satisfied.
6) What are the reasons to purchase BAJAJ vehicles?

What are the reasons to purchase BAJAJ vehicles?
Cumulative
Valid mileage 47 47.0 47.0 47.0
low maintenance 5 5.0 5.0 52.0
Price 13 13.0 13.0 65.0
Wide range of products 2 2.0 2.0 67.0
Brand name 33 33.0 33.0 100.0
Total 100 100.0 100.0
What are the reasons to purchase BAJAJ vehicles?
Brand name
mileage
Wide range of produc
Price
low maintenance
Interpretation:
From the above graph we came to know that 47% of the customers purchase Bajaj
vehicle for mileage, 5% were for low maintenance, 13% were for price,2% were for wide
range products,33% were for its brand name.

7) When did you owned BAJAJ vehicle
When did you owned BAJAJ vehicle
Cumulative
Valid 6 month 9 9.0 9.0 9.0
1-2 years 20 20.0 20.0 29.0
3 years 47 47.0 47.0 76.0
3-5 years 24 24.0 24.0 100.0
Total 100 100.0 100.0
When did you owned BAJAJ vehicle
6 month
3-5 years
1-2 years
3 years
Interpretation:

With the help of above graph we came to know that 9% of the customers are six months
old, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old.
8) What are improvements in service that you demand from CHANNAMMA BAJAJ?
What are improvements in service that you demand from CHANNAMMA BAJAJ?
Cumulative
Valid Service in time 45 45.0 45.0 45.0
reliable service 3 3.0 3.0 48.0
well trained mechanics 19 19.0 19.0 67.0
less labor charge 33 33.0 33.0 100.0
Total 100 100.0 100.0
What are improvements in service that you demand from CHANNAMMA BAJAJ?
less labor charge
Service in time
w ell trained mechani

reliable service
Interpretation:

It is clearly seen from the above graph that 45% of the customers demanded service in
time,3% demanded reliable service,19% demanded well trained mechanics, 33%
demanded less labor charge.
9) What are the different problems that you face at the time of service of your vehicle?
What are the different problems that you face at the time of service of your
Cumulative
Valid High price spare parts 44 44.0 44.0 44.0
Not easily available 43 43.0 43.0 87.0
Delay in service 13 13.0 13.0 100.0
Total 100 100.0 100.0
What are the different problems that you face at the time
of service of
Delay in service
High price spare pa
Non avalbility of SP
Interpretation:

The above graph shows that the problems faced by the customers during the time of
service is 44% were faced problem for high price spare parts, 43% for not easily available
of spare part, and lastly 13% were faced problem for delay in service.
10) How do you rate the service performance of CHANNAMMA BAJAJ?
How do you rate the service performance of CHANNAMMA BAJAJ?
Cumulative
Valid Very Good 36 36.0 36.0 36.0
good 42 42.0 42.0 78.0
average 9 9.0 9.0 87.0
bad 13 13.0 13.0 100.0
Total 100 100.0 100.0

How do you rate the service performance of CHANNAMMA BAJAJ?
bad
average Very Good
good
Interpretation:
For the service performance of CHANNAMMA BAJAJ , Out of 100 respondents 36%
were rated very good,42% were rated as good, 9% were rated as average, and 13% were
rated as bad.

FINDINGS

FINDINGS
1 From the survey of 100 samples, 76% of respondents says that sales person has
spend sufficient time with them and explained about bikes & remaining 24% of
respondents says that sales persons haven’t spend sufficient time with them.
2 From analysis came to know that 67% of the respondents replied vehicle
delivered on promised time and 33% of respondents replied not delivered on
promise time.
3 Out of 100 respondents 79% of respondents were taken test drive and 21% were
not taken test drive during the time of purchase of bike.
4 From the above chapter it is clearly seen that out of 100 respondents, 11% of
respondent were felt excellent, 27% were good, 24% were moderate, 19% were
satisfactory, 19% were un satisfactory.
5 Satisfaction level for service provided by channamma bajaj is Out of 100

respondents 36% were completely satisfied, 42%were satisfied, 9% were
dissatisfied, 13% were not at all satisfied.
6 From the above chapter we came to know that 47% of the customers purchase
Bajaj vehicle for mileage, 5% were for low maintenance, 13% were for price,2%
were for wide range products,33% were for its brand name.
7 With the help of above analysis we came to know that 9% of the customers are
six months old, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years
old.
8 Out of 100 sample 45% of the customers demanded service in time,3%

demanded reliable service,19% demanded well trained mechanics, 33%
demanded less labor charge.

9 The above analysis part shows that the problems faced by the customers during
the time of service is 44% were faced problem for high price spare parts, 43% for
not easily available of spare part, and lastly 13% were faced problem for delay in
service.
10 For the service performance of CHANNAMMA BAJAJ , Out of 100 respondents
36% were rated very good,42% were rated as good, 9% were rated as average,
and 13% were rated as bad.

SUGGETIONS

SUGGETIONS
 In case of addressing the customers Channamma Bajaj should ensure that the
sales persons explain the details of the bike to the customers, because 24% of the
respondents are unhappy.
 Channamma Bajaj should also ensure that the bikes given for servicing are
delivered in time.
 To increase the awareness regarding maintainance of bike the dealer should
conduct free check up camps.

CONCLUSION

CONCLUSION
From the survey it is found that major portion of customers are satisfied with the service
provided by Channamma Bajaj. To maintain & sustain in market it may also solve the
problem occurred in the bike which can make it more reliable. Overall the service
provided by Channamma Motors is satisfactory with scope for further improvements.

QUESTIONNAIRE
QUESTIONNAIRE
1] Name and Address:
2] BAJAJ two wheeler model

3] Did the salesperson spend sufficient time with you and explain everything about
the vehicle ?
Yes No
4] Was the vehicle delivered on promised time?
Yes No
5] Were you offered a test drive during your visit to our showroom?
Yes No
6] How do you feel about BAJAJ two wheeler vehicles?
a] Excellent b] good c] Moderate
d] Satisfactory e] unsatisfactory
7] State the level of satisfaction for the service provided by CHANNAMMA

BAJAJ?
a] Completely satisfied b]satisfied c] Dissatisfied
d] Not at all satisfied e] Neither satisfied nor dissatisfied
8] What are the reasons to purchase BAJAJ vehicles?
a] mileage b] low maintenance c] Price
d] Wide range of products e] Brand name
9] When did you owned BAJAJ vehicle
a) 6 month b) 1-2 years

c) 3 years d] 3-5 years
10] What are improvements in service that you demand from CHANNAMMA
BAJAJ?
a] Service in time b] reliable service
c] well trained mechanics c] less labor charge
11] What are the different problems that you face at the time of service of your
vehicle?
a] High price spare parts b] Non availability of spare parts
c] Delay in service d] Low quality of spare parts
12] How do you rate the service performance of CHANNAMMA BAJAJ?
A] Very Good b] Good c] Average
D] Bad e] Very bad
13] Do you have any complaint, problem regarding availability of spares parts &
Other services?
14] Do you suggest any improvement in CHANNAMMA BAJAJ?


REFERENCES
REFERENCES
 Market Research by- Tull and Hawkins
 Marketing Management by- Philip Kotler


Customer Satisfaction On Bajaj

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Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE

Particulars Page No.

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Objectives of the study:

 To understand the customer satisfaction level towards services provided by

 To study the problems faced by the customers at CHANNAMMA BAJAJ.

 To study the post sales service performance.

 To study and understand the areas of improvement by the service provided by

Secondary data –Website, Company Manuals,

Company Reports, Magazine .

Research approach : Survey method.

Research Instrument : Questionnaire.

Sample plan : Personal Interview

Sample unit : Customers of Channamma Bajaj.

Sampling method : Convince probability sampling

BABASAB PATIL Page 3

Sample Size : 100 customer

Area of survey : The area selected for survey is Hubli city

Scope of the study:

delivered on promised time and 33% of respondents replied not delivered on

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BABASAB PATIL Page 5

Heavy Industries of Japan, Bajaj manufactures state-of-the-art range of two-wheelers.

segment. Its Discover DTSi is also a successful bike on Indian roads.

Bajaj is promoted by the highly qualified and experienced promoters having a

Bajaj Brand Identity

Bajaj as it is by our own vision. Everything we do must always reinforce the

and by continuously seeking to enhance our customer’s experience. In doing so, we

BABASAB PATIL Page 6

Bajaj Brand Essence

It is the singular representation of our terms of endearment with our customers. it

excitement. Bajaj strives to inspire confidence through excitement engineering. Blending

implicit expectation of our customers. By challenging the given. By exploring the

unknown and thereby stretching ourselves towards tomorrow, today.

Bajaj Brand Values

transparency. Bajaj will constantly inspire confidence through excitement engineering.

Learning: Learning is how we ensure proactively. It is a value that embraces knowledge

Innovation: Innovation is how we create the future. It is a value that provokes us to

determination to excel by endeavoring to establish new benchmarks all the time.

BABASAB PATIL Page 7

responsive. Mirroring our commitment towards our goals and processes.

Transparency: Transparency is how we characterize ourselves. It is a value that makes

us worthy of credibility through integrity, of trust through sensitivity and of loyalty

Founder Jamnalal Bajaj

Dominant presence in Sri Lanka, Bangladesh, Columbia, Guatemala,

Peru, Egypt, Iran and Indonesia.

Chakan Industrial Area, Chakan, Pune 411501

Rahul Bajaj Chairman

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Madhur Bajaj Vice Chairman

BABASAB PATIL Page 9

Naresh Chandra Director

Committees of the Board

Shareholders’ & Investors’ Grievance committee

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Registered under the Indian Companies Act, VII of 1913

Bajaj Auto Ltd. Mukand International Ltd.

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Hind Musafir Agency Pvt Ltd. Stainless India Ltd.

BABASAB PATIL Page 12

September Launch of XCD DTS-Si

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