CHAPTER .

INTRODUCTION

Everybody in this world is a customer. We need a variety of goods and services right
from our birth to death. All customers are buyer and all buyers are not customers. Then who
are the customer buyers and how they behave while purchasing a particular product is very
important for marketers. Consumer buyer’s behavior refers to the buying behaviors of finding
customer – individuals and household who buy goods and services for personal consumption.

Buyer behavior is the process whereby individuals decide what, when, where, how and from
whom to purchase goods & services. Customer behavior is influenced strongly from the
cultural, social personal and psychological factors, cultural factors include the set of basic
values perception wants and behavior learned by a member of society from family and other
important in situations family, small factors include customer’s family, small group, social role
& status.

Increasing urbanization higher disposal incomes falling interest rates and poor publicity
transport lead to increase in the volume of two – wheelers, 10% increase year after year for the
past one decade. An individual chooses personalized transport instead of public transport to a
desires location in most of the situations. Allowing rider in two – wheelers makes it economical
and convenient compound to using public transport which takes more time and causes troubles.

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 1.1ABOUT THE STUDY

Customer satisfaction

Customer satisfaction, a business term, is a measure of how products and

services supplied by a company meet or surpass customer expectation. It is seen
as a key performance indicator within business and is part of the four of a
Scorecard. In a competitive marketplace where businesses compete for
customers, customer satisfaction is seen as a key differentiator and increasingly
has become a key element of business strategy. There is a substantial body of
empirical literature that establishes the benefits of customer satisfaction for
firms.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-

customers;. Measuring customer satisfaction provides an indication of how
successful the organization is at providing products and/or services to the
marketplace. Customer satisfaction is an abstract concept and the actual
manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a
number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other factors the customer, such as other
products against which the customer can compare the organization's products.

Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of

customer satisfaction. The International Customer Service Institute (TICSI) has
released The International Customer Service Standard (TICSS). TICSS enables

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organizations to focus their attention on delivering excellence in the
management of customer service, whilst at the same time providing recognition
of success through a 3rd Party registration scheme. TICSS focuses an
organization’s attention on delivering increased customer satisfaction by
helping the organization through a Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, People,
Premises, Product/Services, as well as performance measurement. The
implementation of a customer service standard should lead to higher levels of
customer satisfaction, `which in turn influences customer retention and
customer loyalty.

Customer Satisfaction – a Critical Component of Profitability

Exceptional customer service results in greater customer retention, which in
turn results in higher profitability. Customer loyalty is a major contributor to
sustainable profit growth. To achieve success, you must make superior service
second nature of your organization. A seamless integration of all components in
the service-profit chain – employee satisfaction, value creation, customer
satisfaction, customer loyalty, and profit and growth – links all the critical
dynamics of top customer service.

Customer Expectations
Customer is defined as anyone who receives that which is produced by the
individual or organization that has value. Customer expectations are
continuously increasing. Brand loyalty is a thing of the past. Customers seek out
products and producers that are best able to satisfy their requirements. A product
does not need to be rated highest by customers on all dimensions, only on those
they think are important.

Measuring Customer Satisfaction

To execute a successful client satisfaction survey, build one that your
customers have the time and inclination to respond to, and that delves into the
types of information that will truly help enhance your performance. By carefully
constructing a brief, yet strong, survey, you can discover what your customers

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believe your strengths and weaknesses are and what makes your customers loyal
to your company.

1.2 STATEMENT OF PROBLEM

Customer satisfaction is an important issue in a business because it drives revenues, market

share, and competitive strength. Organizations often think the way to measure customer
satisfaction is to examine the number of customer complaints. The problems with this method
is that it is reactive, it only responds, if at all, after the event and it does not really measure
satisfaction only dissatisfaction

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1.3. OBJECTIVES OF THE STUDY

Primary objective:

• To measure the customer satisfaction towards Bajaj Pulsar with

special reference to , Tirupur.

Secondary objectives:

 To find out the factors influencing customer to purchase Bajaj

pulsar.

 To find out the customer satisfaction towards free service given

by the company.

 To determine the company image on sales.

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1.4 SCOPE OF THE STUDY

 This study is useful for me as well as for the company for identifying
the Customer satisfaction level towards Bajaj Pulsar in Tirupur city.
 For company, to identify the customer attitude towards Bajaj Pulsar.
 study helps me to create and maintain a good relationship between the
customer and the management.
 Because of this study, the company may know what the customer is
looking for and also how to satisfy him regarding pulsar bike.

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1.5 LIMITATIONS OF THE STUDY

1. Study was limited in Tiruppur City.

2. The sample size was limited to 100 customers of Bajaj pulsar in Tirupur City.

3. During the survey most of the respondents contacted had newly purchased
the motorcycle thus they could not respond accurately i.e. their satisfaction
level and defects in the motorcycles.

4. The research is directly concerned with the study of human preference and
behavior and achieving absolute mathematical accuracy towards this was not
possible.

5. From this research we know that time and cost constraints are the most important factor.
6. There is lack of time to taking information collected from the people.

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1.6 ABOUT THE INDUSTRY

India is the second largest producer and manufacturer of two-wheelers

in the world. It stands next only to Japan and China in terms of the number of
two-wheelers produced and domestic sales respectively. Indian two-wheeler
industry has got spectacular growth in the last few years. Indian two-wheeler
industry had a small beginning in the early 50's. The Automobile Products of
India (API) started manufacturing scooters in the country. Bikes are a major
segment of Indian two wheeler industry, the other two being scooters and
mopeds. Indian companies are among the largest two-wheeler manufacturers in
the world.

In the initial stages, the scooter segment was dominated by API; it was
later overtaken by Bajaj Auto. Although various government and private
enterprises entered the fray for scooters, the only new player that has lasted till
today is LML. The motorcycle segment was initially dominated by Enfield
350cc bikes and Escorts 175cc bike.

The two-wheeler market was opened to foreign competition in the mid-

80s. And the then market leaders - Escorts and Enfield - were caught unaware
by the onslaught of the 100cc bikes of the four Indo-Japanese joint ventures.
With the availability of fuel efficient low power bikes, demand swelled,
resulting in Hero Honda - then the only producer of four stroke bikes (100cc
category), gaining a top slot.The first Japanese motorcycles were introduced in
the early eighties. TVS Suzuki and Hero Honda brought in the first two-stroke
and four-stroke engine motorcycles respectively. These two players initially
started with assembly of CKD kits, and later on progressed to indigenous
manufacturing. In the 90s the major growth for motorcycle segment was brought
in by Japanese motorcycles, which grew at a rate of nearly 25% CAGR in the
last five years.

The industry had a smooth ride in the 50s, 60s and 70s when the
Government prohibited new entries and strictly controlled capacity expansion.

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The industry saw a sudden growth in the 80s. The industry witnessed a steady
growth of 14% leading to a peak volume of 1.9mn vehicles in 1990. In 1990,
the entire automobile industry saw a drastic fall in demand. This resulted in a
decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn
vehicles. Barring Hero Honda, all the major producers suffered from recession
in FY93 and FY94. Hero Honda showed a marginal decline in 1992.The reasons
for recession in the sector were the incessant rise in fuel prices, high input costs
and reduced purchasing power due to significant rise in general price level and
credit crunch in consumer financing. Factors like increased production in 1992,
due to new entrants coupled with the recession in the industry resulted in
company either reporting losses or a fall in profits. Key players in the Two-
wheeler Industry:

There are many two-wheeler manufacturers in India. Major players in

the 2wheeler industry are Hero Honda Motors Ltd (HHML), Bajaj Auto Ltd
(Bajaj Auto) and TVS Motor Company Ltd (TVS).

The other key players in the two-wheeler industry are Kinetic Motor Company
Ltd (KMCL), Kinetic Engineering Ltd (KEL), LML Ltd (LML), Yamaha
Motors India Ltd (Yamaha), Majestic Auto Ltd (Majestic Auto), Royal Enfield
Ltd (REL) and Honda Motorcycle & Scooter India (P) Ltd (HMSI).

Evolution of two wheelers in India:

Two-wheeler segment is one of the most important components of the
automobile sector that has undergone significant changes due to shift in policy
environment. The two-wheeler industry has been in existence in the country
since 1955. It consists of three segments viz. scooters, motorcycles and mopeds.
According to the figures published by SIAM, the share of two-wheelers in
automobile sector in terms of units sold was about 80 per cent during 2003-04.
This high figure itself is suggestive of the importance of the sector. In the initial
years, entry of firms, capacity expansion, choice of products including capacity
mix and technology, all critical areas of functioning of an industry, were
effectively controlled by the State machinery. The lapses in the system had

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invited fresh policy options that came into being in late sixties. Amongst these
policies, Monopolies and Restrictive Trade Practices (MRTP) and Foreign
Exchange Regulation Act (FERA) were aimed at regulating monopoly and
foreign investment respectively. This controlling mechanism over the industry
resulted in: (a) several firms operating below minimum scale of efficiency; (b)
underutilization of capacity; and (c) usage of outdated technology. Recognition
of the damaging effects of licensing and fettering policies led to initiation of
reforms, which ultimately took a more prominent shape with the introduction of
the New Economic Policy(NEP)in1985.

However, the major set of reforms was launched in the year 1991 in response to
the major macroeconomic crisis faced by the economy. The industrial policies
shifted from a regime of regulation and tight control to a more liberalized and
competitive era. Two major results of policy changes during these years in two-
wheeler industry were that the, weaker players died out giving way to the new
entrants and superior products and a sizeable increase in number of brands
entered the market that compelled the firms to compete on the basis of product
attributes. Finally, the two-wheeler industry in the country has been able to
witness a proliferation of brands with introduction of new technology as well as
increase in number of players. However, with various policy measures
undertaken in order to increase the competition, though the degree of
concentration has been lessened over time, deregulation of the industry has not
really resulted in higher level of competition. There is a large untapped market
in semi-urban and rural areas of the country. Any strategic planning for the
two¬-wheeler industry needs to identify these markets with the help of available
statistical techniques. Potential markets can be identified as well as prioritized
using these techniques with the help of secondary data on socioeconomic
parameters. For the two-wheeler industry, it is also important to identify the
target groups for various categories of motorcycles and scooters. With the
formal introduction of secondhand car market by the reputed car manufacturers
and easy loan availability for new as well as used cars, the two-wheeler industry
needs to upgrade its market information system to capture the new market and
to maintain its already existing markets. Availability of easy credit for two-
wheelers in rural and smaller urban areas also requires more focused attention.

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It is also imperative to initiate measures to make the presence of Indian two-
wheeler industry felt in the global market. Adequate incentives for promoting
exports and setting up of institutional mechanism such as Automobile Export
Promotion Council would be of great help for further surge in demand for the
Indian two-wheeler industry.

National Council of Applied Economic Research (NCAER) had forecast two-

wheeler demand during the period 2002¬-03 through 2011-12. The forecasts
had been made using econometric technique along with inputs obtained from a
primary survey conducted at 14 prime cities in the country. Estimations were
based on Panel Regression, which takes into account both time series and cross
section variation in data. A panel data of 16 major states over a period of 5 years
ending 1999 was used for the estimation of parameters. The models considered
a large number of macroeconomic, demographic and socio-economic variables
to arrive at the best estimations for different two-wheeler segments. The
projections have been made at all India and regional levels. Different scenarios
have been presented based on different assumptions regarding the demand
drivers of the two-wheeler industry. The most likely scenario assumed annual
growth rate of Gross Domestic Product (GDP) to be 5.5 per cent during 2002¬-
03 and was anticipated to increase gradually to 6.5 per cent during 2011¬-12.
The all-India and region-wise projected growth trends for the motorcycles and
scooters are presented in Table 1. The demand for mopeds is not presented in
this analysis due to its already shrinking status compared to' motorcycles.

It is important to remember that the above-mentioned forecast presents a long-

term growth for a period of 10 years. The high growth rate in motorcycle
segment at present will stabilize after a certain point beyond which a condition
of equilibrium will set the growth path. Another important thing to keep in mind
while interpreting these growth rates is that the forecast could consider the trend
till 1999 and the model could not capture the recent developments that have
taken place in last few years. However, this will not alter the regional
distribution to a significant extent.

Table one suggests two important dimensions for the two-¬wheeler industry.
The region-wise numbers of motorcycle and scooter suggest the future market

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for these segments. At the all India level, the demand for motorcycles will be
almost 10 times of that of the scooters. The same in the western region will be
almost 20 times. It is also evident from the table that motorcycle will find its
major market in the western region of the country, which will account for more
than 40 per cent of its total demand. The south and the north-central region will
follow this. The demand for scooters will be the maximum in the northern
region, which will account for more than 50 per cent of the demand for scooters
in 2011-12.

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1.6 PRODUCT VARIOUS:

PRODUCT VARIOUS ENGINES :

 BS IV
 BS VI

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BS6 and BS4 emission norms: Difference

Get notifications on latest updates We have been coming across the term ‘BS6’ quite
frequently over the past few months. Those not living under a rock may know that a major
transition is set to take place from 1 April 2020, when new BS6 emission regulations will
become operational, putting an end to the ongoing BS4 emission norms.

The term ‘emission’ clearly indicates that these standards are related to the gases
emanated from the vehicles plying on the road and the resultant pollution because of them.
However, for those seeking an in-depth knowledge on the subject, here’s what the
upcoming BS6 norm is all about and how it is different from BS4.

Overview

Firstly, BS stands for Bharat Stage emission standards which were introduced by the
Central government in 2000, with an aim to curb the pollutants emitted from vehicles
employing combustion engine. With the growing demand and adaption of petrol-powered
vehicles, the degree of pollution went on rising. This translated into stricter regulations
being set by the government over the consecutive years.

The introduction of BS-I in 2000 was followed by the roll-out of BS2 in 2005 and BS3
in 2010. Seven years later, BS4 norms were introduced in 2017 which is currently active.
Now, sighting the skyrocketing levels of pollution and to match with the international
standards, the government decided to skip BS5 and jump to BS6.

Hence, after 31 March 2020, all the new vehicles that will be registered will have to be
compliant with the BS6 emission standards.

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Differentiating parameters:

When we say a motorcycle is BS6 compliant, there are certain parameters which make
it eligible to be called so. The major deciding factor is the amount of emission of three
gases – Carbon Monoxide (Co), Hydrocarbon (HC) and Nitrogen Oxide (NOx). Now,
there is a difference in the permitted quantity of emission of these gases in BS4 and BS6
norms.

For an engine to be compliant with BS4 regulations, the permitted CO, NOx and
HC+NOx levels are 1.970gm/km, 0.20gm/km and 0.40gm/km, respectively. Under the
BS6 regulations, HC and NOx are calculated separately. Here, while CO should be up to
1.0gm/km, the HC and NOx need to be under 0.10gm/km and 0.06gm/km. As can be
observed, the granted level of emission of these toxic gases are considerably lesser under
BS6 regulations as compared to BS4 norms.

Implications on consumers

Now, for achieving the eligibility criteria set under BS6 emission regulations,
motorcycle manufacturers need to employ certain equipment such as electronic fuel-
injection (in place of carburetors) and larger catalytic converters. Owing to the higher
development and manufacturing costs of these components, the prices of two-wheeler will
surely increase. In fact, a few manufacturers have already introduced their BS6 compliant
models such as the new Honda Activa 125 Fi and new Hero Splendor iSmart. These
models have witnessed a price hike of around of 10 to 15 per cent as compared to their
BS4 counterparts.

The consumers will also notice a slight drop in performance of the two-wheelers owing
to the more restricted setup for consumption of fuel. For tackling with the same and
retaining (or increasing) the power output, select bike makers are opting to increase the
displacement of the engine.

BS-VI fuel

The technical changes in the motorcycles have also resulted in the need to upgrade to
BS6 fuel which is different than the gasoline suitable for BS4 powerplants. Notably, while
BS-IV engine can run on BS-VI fuel without any hiccup, a BS6 motor is bound to face
issues such as higher emission and lesser fuel economy if run on BS4 fuel. As for the

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current supply of BS-VI fuel, only select cities in India have fuel pumps providing it which
will eventually expand, with the 1 April deadline fast approaching.

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 CHAPTER 2

REVIEW OF LITERATURE
Bardia Alimohamadi; Nasrin Khorshidi(1980)In beginning of 1980s, a
majority of business sectors were suffering from high operating costs and
inefficiencies which were a big loss to these sectors. These inefficiencies and
lack of effectiveness were consequently producing high levels of customer
dissatisfactions as well.

Mohammed Alam; AtiqurRahman Khokhar(2006)The banking services

have been dynamic during the last decade due to the advent of the Internet in
banking sector. One of the most vital challenges of the Internet as a service
delivery channel is providing and maintaining service quality. Service quality is
an input of customer trust which becomes satisfaction and lead to loyalty as an
output.

Elinor Johnson(1984) This study is based upon the premise that creating
value is the basis for all businesses. The research problem and ultimate purpose
of the study is to determine how customer perceived value can be improved at
the Liberty Program, Naples Italy.

Maria Hansson; Gunilla Hansson(2003) How shall effective and

satisfactory replenishment planning and information sharing be designed to
improve the security of consumer satisfaction? In which areas is it most essential
to do changes in order to come closer to a more desirable replenishment planning
and information sharing situation in the food supply chain? Purpose: The
purpose of this master thesis is to provide propositions for improving
replenishment planning and information sharing in the food supply chain in
order to improve the consumer satisfaction. Method: The background to this
master thesis led us to be nominalists and functionalists with a systems approach

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 Laleh Nosrati(1993) The daily growth of the internet and e-commerce has
changed the way of marketing and selling products and services. As a result of
development in electronic information resources and the evolution of the "digital
age" product sellers and information service providers face many new
challenges.

Ina Landua(1986) Research Question/Purpose: Due to environmental

legislation, economic influences and increasing concern about the environment
among the general public, today’s businesses are becoming more committed to
environmental issues. Some enterprises yet have implemented a green strategy.

Parmita Saha; Yanni Zhao(2005) In the last few years we have witnessed a
substantial growth of internet-based services, both from pure Internet businesses
and from traditional companies that are developing online services. One of the
key challenges of the Internet as a service delivery channel is how they manage
service quality, which holds a significant importance to customer satisfaction.

Saadullah Khan(1994) In the world of banking, the development in

information technology has an enormous effect on development of more flexible
payment methods and more-user friendly banking services. Electronic banking
services are new, and the development and diffusion of these technologies by
financial institutions is expected to result in a more efficient banking system.

Mojdeh Ghezelayagh(1995) Banking, one of the most information intensive

sectors, is an ideal domain for the successful development of e-commerce. The
present study focuses on e-commerce opportunities for improving customer
services in the Iran banking sector.

Ali Dehghan(1999) The purpose of this research was to gain a better

understanding of the service quality dimensions that affect customer satisfaction
from customer perspective. Based on a detailed literature review, a frame of
reference was developed. Some service quality dimensions were selected to be
tested in CCG CO operations .

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 CHAPTER- III

RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. The

research methodology considers the logic behind the method we use in the context of our
research study.

According to Redman and Marry Research is a systematized effort to gain knowledge.

3.1 RESEARCH DESIGN

It is a conceptual structure within which research should be conducted. Thus the

preparation of such a design facilitates research to be as efficient as possible and will yield
maximum information.

TYPE OF RESEARCH

Here in order to meet the research objectives, descriptive research design was used.

DESCRIPTIVE RESEARCH DESIGN

Descriptive research design includes surveys and fact-finding, enquiries of different

kinds. The major purpose of descriptive research is description of the state of affairs, as it exists
at present. In social science and business research, we quite often use the term ex post facto
research for descriptive research studies. The main characteristics of this method are that the
researcher has not control over the variable; he can only report what has happened or what is
happening.

3.2 SAMPLE DESIGN

A sample plan is a definite plan for obtaining a sample from a given population. It refers
to the technique or the procedure the researcher would adopt in selecting items for the sample.

After deciding the research approach and instrument, the next stage is to design a
sampling plan. The selected respondents from the total population constitute what is technically
called a Sample and the selection process is called Sampling technique. The sampling plan
calls for the following decisions such as

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Area of the Study
Sample Size
Sampling Technique

AREA OF THE STUDY

The area of the study is confined to Bajaj pulsar in Tirupur city people.

SAMPLE SIZE
The sample size for this research is about 100 respondents, they were analyzed
individually and concluded for the result.

SAMPLING TECHNIQUE
Sampling Technique used in this study is Non-Probability Convenience Sampling. It is
that type of sampling where the researcher selects the sample according to his or her
convenience.

3.3 DATA COLLECTION

The task of collecting data begins after a research problem has been defined and plan
is chalked out for this study data is collected from primary and secondary sources.

PRIMARY DATA
Primary data are those, which are collected a fresh and for the first time and thus happen
to be original in character. It is the backbone of any study. Primary data was collected through
a well-structured questionnaire from the consumers using in Tirupur.

SECONDARY DATA
Secondary data are those which have already been collected by someone else and which
have already been passed through the statistical process. Secondary data either is published
data or unpublished data. Secondary data was collect from the company websites, text books,
journals, magazines and internet sources.

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3.4 DATA ANALYSIS

The data collected from the primary source were arranged sequentially and tabulated in
the systematic order in the master table.

TOOLS USED FOR ANALYSIS

Data collected through questionnaire. For analysis and interpretation of the data simple
statistical tools like Percentage Analysis, Ranking Method and Chi-Square Analysis was used.

 Percentage Analysis
 Ranking Method
 Chi-square Analysis

Percentage Analysis

The Statistical tool used in this study is Percentage Analysis. This is the simplest way
to analyses different types of data. In this method we found out the Percentage rate of each data
with respect to total. Using this Percentage rate we analyses data.

No of Respondents

Percentage of Respondents = --------------------------- * 100

Total Respondents

Ranking Method

Ranking or comparative method we make relative judgments against other similar

objects. The respondents under this method directly compared two or more objects and make
choices among them.

(Rij – 0.5)

Ranking Method = ------------------ X 100

Nj

Whereas, Rij = No. of. Respondents.

Nj = Total no. of. Respondents.

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Chi-Square Analysis

The Chi-Square test is an important test amongst the several tests of significant'. Chi-
Square, symbolically written as, is a statistical measure used in the context of sampling analysis
for comparing a variance to a theoretical variance.

It can also be used to make comparisons between theoretical populations and actual
data when categories are used. Thus, the chi-square test is applicable in large number of
problems.

The tests is, in fact, a technique through the use of which it is possible for all
researchers to (i) test the goodness of fit (ii) test the significant of association between two
attributes, and (iii) test the homogeneity or the significance of population variance.

Where

Oij = Observed frequency of the cell in ith row and jth column.

Eij = Expected frequency of the cell in ith row and jth column.

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 CHAPTER 4

ANALYSIS AND INTERPRETATION

TABLE NO: 4.1

TABLE SHOWING THE AGE GROUP OF THE RESPONDENTS

Age group No: of respondents Percentage

Below 20 years 25 25

20-40 years 35 35

40-60 years 28 28

Above 60 years 12 12

Total 100 100

Source: primary data

INTERPRETATION

The above table4.1 refers that 100 of respondents belongs to the category of age group 20
years, 25% of respondents belongs to the category of age group 20-40 years, 35% of
respondents belongs to the category of age group 40-60 years and 28% of respondents
belongs to the category of age above 12. 35% is the majority respondent for the category age
group is 20-40 years.

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 CHART NO: 4.1

CHART SHOWING THE AGE GROUP OF THE

RESPONDENTS

No: of respondents

12%
25%

28%

35%

Below 20 years 20-40 years 40-60 years Above 60 years

Source: primary data

The chart 4.1 refers that 100% of respondents belongs to the category of age group
20years, 25% of respondents belongs to the category of age group 20-40years, 35% of
respondents belongs to the category of age group 40-60 years and 28% of respondents
belongs to the category of age above 60

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 TABLE NO: 4.2

TABLE SHOWING THE OCCUPATION OF THE RESPONDENTS

Occupation No: of the respondents Percentage

students 30 30

businessmen 20 20

Working professional 40 40

others 10 10

Total 100 100

Source: primary data

INTERPRETATION

The above table 4.2 refers that 30% of respondents belongs to the category of students,
20% of respondents refers to the category of businessmen, 40% of respondents refers to the
category of Working professional and 10% of respondents refers to the category of others
employee. 40% of respondents belong to the category of Working professional employee.

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 CHART NO: 4.2

CHART SHOWING THE OCCUPATION OF THE

RESPONDENTS

10%

30%
students
businessmen
Working professional
40% others

20%

Source: primary data

The above chart 4.2 refers that 30% of respondents belongs to the category of students,
20% of respondents refers to the category of businessman, 40% of respondents refers to the
category of working professional and 10% of respondents refers to the category of other
employee.

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 TABLE NO: 4.3

TABLE SHOWING THE INCOME OF THE RESPONDENTS

Income level No: of respondents Percentage

Less than 5000 8 8

5000-10000 22 22

10000-15000 52 52

Above 15000 18 18

Total 100 100

INTERPRETATION:

The above table 4.3 shows that 8% of the respondent’s income is less than
5000, 22% of the respondents is between 5000-10000, 52% of the respondents
is between 10000-15000 and 18% of the respondent’s income is between
above 15000.

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 CHART NO 4.3

CHART SHOWING THE INCOME OF THE RESPONDENTS

120

100

80

60

40

20

0
Less than 5000 5000-10000 10000-15000 Above 15000 Total

No: of respondents Percentage

Source: primary data

The above chart 4.3 refers that 8% of respondents belongs to the category of less than
income, 22% of respondents refers to the category of less than income, 52% of respondents
refers to the category of less than income and 18% of respondents refers to the category of
less than income.

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 TABLE NO 4.4

TABLE SHOWING EDUCATIONAL QUALIFICATION

Educational qualification No: of respondents Percentage

Schooling 14 14

graduate 52.6 52.6

Post graduate 33.4 33.4

Total 100 100

INTERPRETATION:

The above table 4.4 shows that 14% of the respondents are school
students, 52.6% of the respondents are graduates and 33.3% of the respondents
are post graduates.

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 CHART NO 4.4

CHART SHOWING EDUCATIONAL QUALIFICATION

EDUCATIONAL QUALIFICATION

60

50

40

30
52.6

20
33.4

10
14

Schooling graduate Post graduate

Source: primary data

The above chart 4.4 refers that 14% of respondents belongs to the category of school
student’s, 52.6% of respondents refers to the category of graduate, 33.4% of respondents
refers to the category of post graduate.

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 TABLE NO: 4.5

TABLE SHOWING THE AWARENESS OF VARIOUS SERIES OF PULSAR

MOTORCYCLE

Awareness of No: of respondents Percentage

respondents

Yes 88 88

No 12 12

Total 100 100

INTERPRETATION:

The above table 4.5 shows that 88% of the respondents are aware of various
series of pulsar motorcycle and 12% of the respondents are not aware of
various series of pulsar motorcycle.

~ 31 ~
 CHART NO: 4.5

CHART SHOWING THE AWARENESS OF VARIOUS SERIES OF PULSAR

MOTORCYCLE

AWARENESS ABOUT VARIOUS SERIES

OF PULSAR MOTORCYCLE

100

80

60

88
40

20

12
0
Yes No

Source: primary data

The above chart 4.5 refers that 88% of respondents belongs to the category of using various
series of pulsar motorcycle, 12% of respondents refers to the category of not using various
series of pulsar motorcycle.

~ 32 ~
 TABLE NO 4.6

TABLE SHOWING THE BIKE USERS

Awareness of No: of respondents Percentage

respondents

Yes 88 88

No 12 12

Total 100 100

INTERPRETATION:

The above table 4.6 shows that 88% of the respondents are using of various
series bikes of motorcycle and 12% of the respondents are not using various
series of motorcycle.

~ 33 ~
 TABLE NO 4.6

TABLE SHOWING THE BIKE USERS

120

100

80

60

40

20

0
Yes No Total

No: of respondents Percentage

Source: primary data

The above chart 4.6 refers that 88% of respondents belongs to the category of using various
bike series, 12% of respondents refers to the category of not using various bikes series.

~ 34 ~
 TABLE NO 4.7

TABLE SHOWING THE OTHER BIKE USERS

Awareness No: of respondents Percentage

of respondents

Honda 40 40

Pulsar 60 60

Total 100 100

INTERPRETATION:

The above table 4.7 shows that 40% of the respondents are using of Honda
bike series of motorcycle and 60% of the respondents are using of pulsar bike
series of motorcycle.

~ 35 ~
 TABLE NO 4.7

TABLE SHOWING THE OTHER BIKE USERS

120

100

80

60

40

20

0
Honda pulsar Total

No: of respondents Percentage

Source: primary data

The above chart 4.7 refers that 40% of respondents belongs to the category of using Honda
bike series, 60% of respondents refers to the category of using pulsar various bikes series.

~ 36 ~
 TABLE NO 4.8

TABLE SHOWING THE RESPONDENTS OF BIKE CHANGERS

Awareness of respondents No: of respondents Percentage

Mileage 50 50

Emi 35 35

Maintenance cost low 15 15

Total 100 100

INTERPRETATION:

The above table 4.8 shows that 50% of the respondents are awareness of
mileage considers .35% of the respondents are awareness of EMI considers.
15% of the respondents are awareness of maintenance cost low considers.

~ 37 ~
 TABLE NO 4.8

TABLE SHOWING THE RESPONDENTS OF BIKE CHANGERS

120

100

80

60

40

20

0
Mileage Emi Maintenance cost Total
low

No: of respondents Percentage

Source: primary data

The above chart 4.8 refers that 50% of respondents belongs to the category of consider with
mileage, 35% of respondents refers to the category of consider with EMI, 15% of respondents
belongs to the category of consider with maintenance cost.

~ 38 ~
 TABLE NO 4.9

TABLE SHOWING THE AWARENESS OF THE

PRODUCT SERIES

Product series No: of respondents Percentage

150 cc 16.6 16.6

180 cc 46.8 46.8

200 cc 16.6 16.6

220 cc 20 20

Total 100 100

INTERPRETATION:

The above table 4.9 shows that 16.6% of the respondents are aware of 150cc,
46.8% of the respondents are aware of 180cc, 16.6% of the respondents are
aware of 200cc and 20% of the respondents are aware of 220cc.

~ 39 ~
 CHART NO: 4.9

CHART SHOWING THE AWARENESS OF THE PRODUCT

SERIES

120

100

80

60

40

20

0
150 cc 180 cc 200 cc 220 cc Total

No: of respondents Percentage

Source: primary data

The above chart 4.9 refers that 16.6% of respondents belongs to the category of consider
with 150cc, 46.8% of respondents refers to the category of consider with 180cc, 16.6% of
respondents belongs to the category of consider with 200cc,20% of respondents refers to the
category of consider with 220cc.

~ 40 ~
 TABLE NO: 4.10

TABLE SHOWING THE REASON FOR NOT CHOOSING THE PRODUCT

Reasons No: of respondents Percentage

Awareness 75 75

Unawareness 25 25

Total 100 100

INTERPRETATION:

The above table 4.10 shows that 75% of the respondents are awareness for
choosing the product and 25% of the respondents are Unawareness in choosing
the product.

~ 41 ~
 CHART NO: 4.10

CHART SHOWING THE REASON FOR NOT CHOOSING THE PRODUCT

120

100

80

60

40

20

0
Awareness Unawareness Total

No: of respondents Percentage

Source: primary data

The above chart 4.10 refers that 75% of respondents belongs to the category of consider
with awareness, 25% of respondents refers to the category of consider with un awareness.

~ 42 ~
 TABLE NO: 4.11

TABLE SHOWING THE SOURCE OF INFORMATION

Source of information No: of respondents Percentage

Family 22 22

Friends 30.6 30.6

Media 28 28

Dealers 19.4 19.4

Total 100 100

INTERPRETATION:

The above table 4.11 shows that 22% of the respondents got information from
their family,30.6% from their friends, 28% of them from the media and 19.4 %
from dealers.

~ 43 ~
 CHART NO: 4.11

CHART SHOWING THE SOURCE OF INFORMATION

120

100

80

60

40

20

0
Family Friends Media Dealers Total

No: of respondents Percentage

Source: primary data

The above chart 4.11 refers that 22% of respondents belongs to the category of consider
with family, 30.6% of respondents refers to the category of consider with friends, 28% of
respondents belongs to the category of consider media ,19.4% of respondents refers to the
category of consider with dealers.

~ 44 ~
 TABLE NO: 4.12

TABLE SHOWING THE DURATION OF USING THE PRODUCT

Duration No: of respondents Percentage

Below 1 year 29.4 29.4

1-3 year 20.6 20.6

3-6 year 43.4 43.4

Above 6 year 6.6 6.6

Total 100 100

INTERPRETATION:

The above table 4.12 shows that 29.4% of the respondents are using the
product less than a year, 20.6% of the respondents are using between 1-3 year,
43.4% of the respondents are using between 3-6 year and 6.6% of the
respondents are respondents are using for more than 6 years.

~ 45 ~
 CHART NO 4.12

CHART SHOWING THE DURATION OF THE PRODUCT

120

100

80

60

40

20

0
Below 1 year 1-3 year 3-6 year Above 6 year Total

No: of respondents Percentage

Source: primary data

The above chart 4.12 refers that 29.4% of the respondents are using the
product less than a year, 20.6% of the respondents are using between 1-3 year,
43.4% of the respondents are using between 3-6 year and 6.6% of the
respondents are respondents are using for more than 6 years.

~ 46 ~
 TABLE NO 4.13

TABLE SHOWING SATISFACTION LEVEL OFTHE BRAND IMAGE

Brand image No: of respondents Percentage

Highly satisfied 74 74

Satisfied 14.6 14.6

Neutral 0 0

Dissatisfied 8 8

Highly dissatisfied 3.4 3.4

Total 100 100

INTERPRETATION:

The above table 4.13 shows that 74% of the respondents are highly satisfied
with the brand image, 14.6% of the respondents are satisfied with the brand
image, 8% of the respodents are dissatisfied and 3.4% of the respondents are
highly dissatisfied with the brand image.

~ 47 ~
 CHART NO 4.13

CHART SHOWING SATISFACTION LEVEL OF THE BRAND IMAGE

120

100

80

60

40

20

0
Highly Satisfied Neutral Dissatisfied Highly Total
satisfied dissatisfied

No: of respondents Percentage

Source: primary data

The above chart 4.13 refers that 74% of the respondents are highly satisfied
with the brand image, 14.6% of the respondents are satisfied with the brand
image, 8% of the respondents are dissatisfied and 3.4% of the respondents are
highly dissatisfied with the brand image.

~ 48 ~
 TABLE NO 4.14

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS MILEAGE

Mileage No: of respondents Percentage

Highly satisfied 62.6 62.6

Satisfied 16.7 16.7

Neutral 4 4

Dissatisfied 8.7 8.7

Highly dissatisfied 8 8

Total 100 100

INTERPRETATION:

The above table 4.14 shows that 62.6% of the respondents are highly
satisfied with the mileage, 16.7% of the respondents are satisfied with the
mileage, 4% of respondents have no idea about mileage, 8.7 % of the
respondents are dissatisfied and 8% of the respondents are highly dissatisfied.

~ 49 ~
 CHART NO 4.14

CHART SHOWING THE SATISFACTION LEVEL TOWARDS MILEAGE

120

100

80

60

40

20

0
Highly Satisfied Neutral Dissatisfied Highly Total
satisfied dissatisfied

No: of respondents Percentage

Source: primary data

The above chart 4.14 refers that 62.6% of the respondents are highly satisfied with the
mileage, 16.7% of the respondents are satisfied with the mileage, 4% of respondents have no
idea about mileage, 8.7 % of the respondents are dissatisfied and 8% of the respondents are
highly dissatisfied.

~ 50 ~
 TABLE NO 4.15

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS PRICE

Price No: of respondents Percentage

Highly satisfied 20.6 20.6

Satisfied 17.4 17.4

Neutral 6.6 6.6

Dissatisfied 33.4 33.4

Highly dissatisfied 22 22

Total 100 100

INTERPRETATION:

The above table 4.15 shows that 20.6% of the respondents are highly
satisfied with the price, 17.4% of the respondents are satisfied with the price,
6.6% of respondents have no idea about price, 33.4 % of the respondents are
dissatisfied and 22% of the respondents are highly dissatisfied.

~ 51 ~
 CHART NO 4.15

CHART SHOWING THE SATISFACTION LEVEL TOWARDS

PRICE

120

100

80

60

40

20

0
Highly Satisfied Neutral Dissatisfied Highly Total
satisfied dissatisfied

No: of respondents Percentage

Source: primary data

The above chart 4.15 refers that 20.6% of the respondents are highly
satisfied with the price, 17.4% of the respondents are satisfied with the price,
6.6% of respondents have no idea about price, 33.4 % of the respondents are
dissatisfied and 22% of the respondents are highly dissatisfied.

~ 52 ~
 TABLE NO 4.16

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS RESALE

VALUE

Price No: of respondents Percentage

Highly satisfied 28 28

Satisfied 20.6 20.6

Neutral 6.7 6.7

Dissatisfied 22 22

Highly dissatisfied 22.7 22.7

Total 100 100

INTERPRETATION:

The above table 4.16 shows that 28% of the respondents are highly satisfied
with the resale value, 20.6% of the respondents are satisfied with the resale
value, 6.7% of respondents have no idea about resale value, 22% of the
respondents are dissatisfied and 22.7% of the respondents are highly
dissatisfied.

~ 53 ~
 CHART NO 4.16

CHART SHOWING THE SATISFACTION LEVEL TOWARDS RESALE

VALUE

120

100

80

60

40

20

0
Highly Satisfied Neutral Dissatisfied Highly Total
satisfied dissatisfied

No: of respondents Percentage

Source: primary data

The above chart 4.16 refers that 28% of the respondents are highly satisfied
with the resale value, 20.6% of the respondents are satisfied with the resale
value, 6.7% of respondents have no idea about resale value, 22% of the
respondents are dissatisfied and 22.7% of the respondents are highly
dissatisfied.

~ 54 ~
 TABLE NO 4.17

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS

POPULARITY

Popularity No: of respondents Percentage

Highly satisfied 76.6 76.6

Satisfied 9.4 9.4

Neutral 0 0

Dissatisfied 6 6

Highly dissatisfied 8 8

Total 100 100

INTERPRETATION:

The above table 4.17 shows that 76.6% of the respondents are highly satisfied
with the popularity, 9.4% of the respondents are satisfied with the popularity,
6% of the respondents are dissatisfied and 8% of the respondents are highly
dissatisfied.

~ 55 ~
 CHART NO 4.17

CHART SHOWING THE SATISFACTION LEVEL TOWARDS

POPULARITY

120

100

80

60

40

20

0
Highly Satisfied Neutral Dissatisfied Highly Total
satisfied dissatisfied

No: of respondents Percentage

Source: primary data

The above chart 4.17 that 76.6% of the respondents are highly satisfied with
the popularity, 9.4% of the respondents are satisfied with the popularity, 6% of
the respondents are dissatisfied and 8% of the respondents are highly
dissatisfied.

~ 56 ~
 TABLE NO 4.18

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS COMFORT

Comfort No: of respondents Percentage

Highly satisfied 65.4 65.4

Satisfied 21.4 21.4

Neutral 0 0

Dissatisfied 6.6 6.6

Highly dissatisfied 6.6 6.6

Total 100 100

INTERPRETATION:

The above table 4.18 shows that 65.4% of the respondents are highly
satisfied with the comfortless, 21.4% of the respondents are satisfied with the
comfortless, 6.6% of the respondents are dissatisfied and 6.6% of the
respondents are highly dissatisfied.

~ 57 ~
 CHART NO 4.18

CHART SHOWING THE SATISFACTION LEVEL TOWARDS COMFORT

120

100

80

60

40

20

0
Highly Satisfied Neutral Dissatisfied Highly Total
satisfied dissatisfied

No: of respondents Percentage

Source: primary data

The above chart 4.18 refers that 65.4% of the respondents are highly satisfied with the
comfortless, 21.4% of the respondents are satisfied with the comfortless, 6.6% of the
respondents are dissatisfied and 6.6% of the respondents are highly dissatisfied.

~ 58 ~
 TABLE NO 4.19

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS

MAINTENANCE

Maintenance No: of respondents Percentage

Highly satisfied 36 36

Satisfied 30.6 30.6

Neutral 3.4 3.4

Dissatisfied 26 26

Highly dissatisfied 4 4

Total 100 100

INTERPRETATION:

The above table 4.19 shows that 36% of the respondents are highly satisfied
with the maintenance, 30.6% of the respondents are satisfied with the
maintenance, 3.4% of respondents have no idea about maintenance, 26 % of
the respondents are dissatisfied and 4% of the respondents are highly
dissatisfied.

~ 59 ~
 CHART NO 4.19

CHART SHOWING THE SATISFACTION LEVEL TOWARDS

MAINTENANCE

120

100

80

60

40

20

0
Highly Satisfied Neutral Dissatisfied Highly Total
satisfied dissatisfied

No: of respondents Percentage

Source: primary data

The above chart 4.19 refers that 36% of the respondents are highly satisfied
with the maintenance, 30.6% of the respondents are satisfied with the
maintenance, 3.4% of respondents have no idea about maintenance, 26 % of
the respondents are dissatisfied and 4% of the respondents are highly
dissatisfied.

~ 60 ~
 TABLE NO 4.20

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS SAFETY

Safety No: of respondents Percentage

Highly satisfied 49.4 49.4

Satisfied 30.6 30.6

Neutral 5.4 5.4

Dissatisfied 8 8

Highly dissatisfied 6.6 6.6

Total 100 100

INTERPRETATION:

The above table 4.20 shows that 49.4% of the respondents are highly
satisfied with the safety, 30.6% of the respondents are satisfied with the safety,
5.4% of respondents have no idea about safety, 8% of the respondents are
dissatisfied and 6.6% of the respondents are highly dissatisfied.

~ 61 ~
 CHART 4.20

CHART SHOWING THE SATISFACTION LEVEL TOWARDS SAFETY

120

100

80

60

40

20

0
Highly Satisfied Neutral Dissatisfied Highly Total
satisfied dissatisfied

No: of respondents Percentage

Source: primary data

The above chart 4.20 refers that 49.4% of the respondents are highly satisfied with the safety,
30.6% of the respondents are satisfied with the safety, 5.4% of respondents have no idea
about safety, 8% of the respondents are dissatisfied and 6.6% of the respondents are highly
dissatisfied

~ 62 ~
 TABLE NO 4.21

TABLE SHOWING THE AWARENESS OF FREE SERVICES

Awareness of free No: of respondents Percentage

services
yes 83.4 83.4

no 16.6 16.6

Total 100 100

INTERPRETATION

The above table 4.21 shows that 83.4% of the respondents are aware of free
services and ,16.6% of the respondents are not aware of free services.

~ 63 ~
 CHART NO 4.21

CHART SHOWING THE AWARENESS OF FREE SERVICES

120

100

80

60

40

20

0
services yes no Total

No: of respondents Percentage

Source: primary data

The above chart 4.21 refers that 83.4% of the respondents are aware of free
services and ,16.6% of the respondents are not aware of free services.

~ 64 ~
 CHAPTER -IV

FINDINGS & SUGGESTION

5.1 FINDINGS

 Majority 46.7% of the respondents are under the age group between 20-
40.

 Majority 53.2% of the respondents who use the bike are working
professionals.

 Majority 52% of the respondent’s income is between 10000-15000.

 Majority 52.6% of the respondents completed their graduation.

 Majority 88% of the respondents are aware of various series of pulsar

motorcycle.

 Majority 88% of the respondents are using bikes.

 Majority 60% of the respondents are using java bikes.
 Majority 50% of the respondents are satisfied with the mileage.
 Majority 46.8% of the respondents are aware of 180cc.

 Majority 50% of the respondents are not aware for choosing the product
and 50% of the respondents are not interested in choosing the product.

 Majority 30.6%of source of information is from their friends.

 Majority 43.4% of the respondents are using the bike for 3-6 year.

 Majority 74% of the respondents are highly satisfied with the brand image.
 Majority 62.6% of the respondents are highly satisfied with the mileage.
 Majority 33.4 % of the respondents are dissatisfied with the price.

 Majority 28% of the respondents are highly satisfied with the resale value.
 Majority 76.6% of the respondents are highly satisfied with the popularity.

~ 65 ~
 Majority 65.4% of the respondents are highly satisfied with the
comfortness.

 Majority 36% of the respondents are highly satisfied with the

maintenance.

 Majority 49.4% of the respondents are highly satisfied with the safety.
 Majority 83.4% of the respondents are aware of free services.

 Majority 28% of the respondents are provided services below 2 times.

 Majority 62.6% of the respondents are highly satisfied with the free
services given by them.

~ 66 ~
 5.2 SUGGESTIONS

 Respondents feel that the price is high and suggested that it should be
brought down, so that more people can purchase it.

 Respondents suggest that the company should take initiative in selling up

more number of authorized services centers in different locality of the city.

 Few respondents are not satisfied with the resale value, so the company
should take necessary steps regarding the resale value.

 Majority of the respondents are highly satisfied in driving the bike, so the
company shall maintain the same strategy.

 Few respondents are much worried about the maintenance, because the
cost of giving it to service is very high when compared with the other bikes

 Most of the respondents are very much aware of giving free services, so
the company should increase free services as much as possible.

 Few respondents feel that the free services should be done properly and it
should not be for namesake.

~ 67 ~
 5.3 CONCLUSION

From this research work done in Bajaj pulsar in, tiruppur city. The
respondents are highly satisfied with the present Bajaj pulsar bike. The reason
is because of their brand image and style of the bike and the comfort and also
the free services provided by them. But there are few respondents who are not
satisfied with the price. So the company should look on the price also.

~ 68 ~
 ANNEXURE & QUESTIONNAIRE

1.Name:

2.Age:

□ Below 20 □ 20-40 □ 40-60 □ above 60

3.Occupation:

□ Student □ businessmen □ working professional □ others

4.Income:

□ Less than 5000 □ 5000-10000 □ 10000-15000 □ above 15000

5.Educational qualification:

□ schooling □ under graduate □ post graduate

6.Are you aware of various series of pulsar motorcycle do you own?

□ Yes □ no

7.Are you having a two wheeler?

□ Yes □ no

8) If yes, what is the brand?

□ Honda □ Java

9) What is the reason for change?

□ Mileage □ EMI □ Maintenance cost low

~ 69 ~
10) If yes mention the series which you are aware?

□150cc □180cc □ 200cc □ 220cc

11) If no mention a reason?

□unawareness □ not interested

12) What was the source of information for the purchase of Bajaj Pulsar?

□Family □ Friends □ Media □ Dealers

13) How long are you using Bajaj Pulsar?

□below I year □ 1-3year □ 3-6year □above 6year

14) Are you satisfied with the brand image?

□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly

dissatisfied

15. Are you satisfied with the mileage?

□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied

16. Are you satisfied with the price?

□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied

17. Are you satisfied with the resale value?

□ highly satisfied □ satisfied □ neutral □ dissatisfied □. highly dissatisfied

~ 70 ~
18.Are you satisfied with the popularity?

□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied

19.Are you satisfied with the comfort?

□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied

20. Are you satisfied with the maintenance?

□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied

21. Are you satisfied with the safety?

□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied

22. Are you satisfied with free services given by them?

□ highly satisfied □ satisfied □ neutral □ dissatisfied □ highly dissatisfied

23.Suggestions if any

a. __________________________________

~ 71 ~
23 How do you rate the following factors?

Very good Good , Neutral Bad Very bad

Timely
delivery

Service
charges
Replacement
of genuine
spare parts
+spares
Willingness a
accept fault
after delivery
Reception
given in the
service centre
Display of
models

Trial rides

Sales person
approach
Information
provided at the
delivery
section
Purchase
options

~ 72 ~
 BIBLIOGRAPHY

REFERENCES:

1. David A. Aker, V Kumar and George S.Day (2002), Marketing research,

Seventh
Edition, John Wiley & sons.
2. C.R. Kothari (2004), Research Methodology: Methods and Techniques,
Revised Second edition, New Age International. Pvt. Ltd.
3. Philip Kotler, Kevin Lane Keller, Abraham Koshy, Mithileshwar Jha
(2007), Marketing Management, Twelfth Edition, Pearson Education,
Inc.

WEBSITES:

1. http://www.Bajaj pulsar.com/
2. http://www.google.co.in/
4. http://www.wikipedia.com/
5. http://www.vsgbajaj.com/

~ 73 ~
 CONTENTS

CHAPTERS DESCRIPTIONS
PAGE NO

LIST OF TABLE

LIST OF CHARTS

1 INTRODUCTION

1.1 ABOUT THE STUDY

1.2 STATEMENT OF THE PROBLEM

1.3 OBJECTIVES OF THE STUDY

1.4 SCOPE OF THE STUDY

1.5 LIMITATIONS OF THE STUDY

1.6 ABOUT THE INDUSTRY

1.7 PRODUCT VARIOUS

2 REVIEW OF LITERATURE

3 RESEARCH METHODOLOGY

4 ANALYSIS AND INTERPRETATIONS

FINDINGS AND SUGGESTION

5

~ 74 ~
 5.1 FINDINGS

5.2 SUGGESTION

5.3 CONCLUSION

6 APPENDIX

7 BIBLIOGRAPHY

~ 75 ~
 A PROJECT REPORT ON

A STUDY ON CUSTOMER SATISFACTION WITH BAJAJ PULSAR IN

TIRUPPUR CITY

SUBMITTED BY

R.KARTHIK

(REG. NO. 1725G0424)

Under the guidance of

Mrs. P. GOWTHAMI., B.E., M.B.A.,

Submitted in partial fulfillment of requirements

For the award of the degree of

BACHELOR 0F BUSINESS ADMINISTRATION

WITH COMPUTER APPLICATION

Of the

BHARATHIYAR UNIVERSITY, COIMBATORE.

DEPARTMENT OF MANAGEMENT

SASURIE COLLAGE OF ARTS & SCIENCE

VIJAYAMANGALAM -638056

MARCH 2020

~ 76 ~
 DECLARATION

This is to certify that Thesis/report entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS BAJAJ PULSAR WITH SPECIAL
REFERENCE TIRUPPUR CITY”, submitted to Bharathiar University,
Coimbatore in partial fulfillment of the requirement for the award of degree of
BACHELOR OF BUSINESS ADMINISTRATION WITH COMPUTER
APPLICATION is a record of original project work done by me during my period
of study at SASURIE COLLEGE OF ARTS & SCIENCE,
VIJAYAMANGALAM, under the guidance of Mrs. P. GOWTHAMI., B.E.,
M.B.A.,

Place: VIJAYAMANGALAM Signature of the candidate

Date:

~ 77 ~
 CERTIFICATE

This is to Certified that the project report entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS BAJAJ PULSAR WITH SPECIAL
REFERENCE TIRUPPUR CITY,” “is a bonafide record of the original work of
done by R.KARTHIK and. Submitted in partial fulfillment of the requirement for
the award of the degree of BACHELOR OF BUSINESS ADMINISTRATION WITH
COMPUTER APPLICATION of Bharathiar university, Coimbatore.

Faculty guide

Head of the Department Signature of Principal College seal

Viva-voce Examination held on: ---------------------

Internal Examiner External Examiner

~ 78 ~
 CERTIFICATE

This is to certify that thesis/Report entitled “a study on CUSTOMER

SATISFACTION TOWARDS BAJAJ PULSAR WITH SPECIAL REFERENCE TIRUPPUR
CITY,” which is submitted by R. KARTHIK (1725G0424) in partial fulfillment

of the requirement for the award of degree BACHELOR OF BUSINESS

ADMINISTRATION WITH COMPUTER APPLICATION is a record of the
candidate own work carried out by him under my/our supervision. The matter
embodied in this thesis is original and has not been submitted for the award of
any other degree.

~ 79 ~
 ACKNOWLEDGEMENT

We wish to extend our heart full thank and sincere gratitude to Our chairman
Shri.A.M.KANDHASWAMI, sasurie Institutions, vijayamangalam. For giving
such a great opportunity to study in this requited Institution.
We express sincere respect and gratitude to our principal Dr.,S.VIMALANAND,
sasurie college of arts & science, vijayamangalam for providing me an
opportunity to pursue my course in this Institution.

We record my deep sense of gratitude to our HOD Department of management

Mr……………………………………………………………..forhis
encouragement and help in pursuit of my studies.

First and foremost we wish to record my deep sense and respectful regards to my
guide Mrs. P. GOWTHAMI., B.E., M.B.A., Assistant professor in Department of
management, for her resourceful guidance in successful completion of the
project.

We convey my sincere thanks to all the faculty members of Department of

management, sasurie college of arts & science, vijayamangalam, Tiruppur. who
extended their encouragement in completion of my project work.

Finally take this opportunity to express my love and thankfulness to my parents

and friends for their immense help and encouragement throughout this endeavor.

~ 80 ~
 LIST OF TABLES

S.NO
DESCRIPTIONS
PAGE NO

1 Table showing the age group of the respondents

2 Table showing the occupations of the respondents

3 Table showing the income of the respondents

4 Table showing the educational qualification

5
Table showing the awareness of various series of pulsar
motorcycle

6
Table showing the bike users

7 Table showing the other bike users

8 Table showing the respondents of bike changers

9 Table showing the awareness of product series

10 Table showing the reason for not choosing the product

11 Table showing the source of information

12 Table showing the duration of using the product

13 Table showing the satisfaction level of brand image

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14 Table showing the satisfaction level of mileage

15 Table showing the satisfaction level of price

16 Table showing the satisfaction level of resale value

17 Table showing the satisfaction level of popularity

18 Table showing the satisfaction level of comfort

19 Table showing the satisfaction level of maintenance

20 Table showing the satisfaction level of safety

21 Table showing the awareness of free services

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