A

PROJECT REPORT
ON “CUSTOMER SATISFACTION LEVEL IN
BAJAJ BIKES.”

Submitted for the partial fulfilment towards the

award of the degree in
Bachelor of Business Administration of
Himachal Pradesh University, Shimla.171005

SUPERVISED BY: SUBMITTED BY:

School of Business Management ABHISHEK DHIMAN
Govt. PG College, Dharamshala BBA
Roll No. : 17040
Batch- 2017-2020
Semester: VI.

DEPARTMENT OF BBA
SCHOOL OF BUSINESS MANAGEMENT

GOVT.POST GRADUATE COLLEGE, DHARAMSHALA

KANGRA 176215

1
 ACKNOWLEDGMENT

It gives me immense pleasure to present this report on entitled “CUSTOMER

SATISFACTION TOWARDS BAJAJ AUTO LTD. At ” in partial fulfillment of

B.B.A.

I take this opportunity to extend my sincere thanks to H.P.U for offering a unique platform
to earn exposure and knowledge in the field of Sales and Marketing. First of all, I extend my
heartfelt gratitude to Coordinator BBA Dr. Manjeet Singh, My Project Guide Mrs.

Meenakshi Saroch Professor of Department of BBA for helping in me out various

aspects of my project.

Mrs. Meenakshi Saroch ABHISHEK DHIMAN

( Professor) UniversityRoll.no.5170310002

2
 CERTIFICATE

This is to certify that ABHISHEK DHIMAN, student of BBA 6th semester of GOVT. PG

COLLEGE DHARAMSHALA affiliated to “HIMACHAL PRADESH UNIVERSITY” has

completed his project under my supervision. He made this project with my complete

satisfaction and as per the requirement of the course.

Mrs. Meenakshi Saroch

Project Guide
Faculty (Govt Pg college Dharamshala)

3
 TO WHOM IT MAY CONCERN

It is certified that Mr. Abhishek Dhiman, BBA student of Govt. Degree College,

Dharamshala has make a report at BAJAJ AUTO at KANGRA. During the study period he

has been made through his study regarding Customer Satisfaction Towards BAJAJ AUTO

LTD. We wish him success and bright future.

Authorized Signature
Managing Director
For Bajaj Auto
Kangra

4
 CHAPTER INDEX

CHAPTER TITLE PAGE NO

NO.
1. INTRODUCTION

2. COMPANY PROFILE

3. RESEARCH METHODOLOGY

4. DATA ANALYSIS AND

INTERPRETATION
5. CONCLUSIONS AND
RECOMMENDATIONS

5
 TABLE OF CONTENTS
S.NO TITLE PAGE NO

ACKNOWLEDGEMENT

CERTIFICATE

TO WHOM IT MAY CONCERN

CHAPTER INDEX

CHAPTER-I
INTRODUCTION
1.1 INDUSTRY INTRODUCTION

1.2 CURRENT PRODUCTS

CHAPTER-II
COMPANY PROFILE
2.1 PROFILE OF BAJAJ

2.2 KEY POLICIES

2.3 CODE OF CONDUCT

CHAPTER-III
RESEARCH METHODOLOGY
3.1 MEANING OF RESEARCH

6
3.2 OBJECTIVE OF RESEARCH

3.3 RESEARCH DESIGN

3.4 SAMPLE SIZE AND SAMPLE TECHNIQUE

3.5 DATA COLLECTION METHOD

3.6 LIMITATIONS OF THE STUDY

CHAPTER-IV
DATA ANALYSIS AND
INTERPRETATION
CHAPTER-V
CONCLUSIONS AND
RECOMMENDATIONS

BIBLIOGRAPY

ANNEXURE

7
 LIST OF TABLES
TABLE TABLE NAME PAGE
NO. NO.
1.

8
CHAPTER-I
INTRODUCTION

9
1.1 INDUSTRY
INTRODUCTION
Bajaj Auto Limited is an Indian global two-wheeler company and three-wheeler

manufacturing company based in Pune, Maharashtra. It manufactures motorcycles, scooters

and auto rickshaws. Bajaj Auto is a part of the Bajaj Group. It was founded by JAMNALAL

BAJAJ in Rajasthan in the 1940s. It is based in Pune, Maharashtra, with plants in Chakan

(PUNE), Waluj (Near Aurangabad) and Pantnagar in Uttrakhand. The oldest plant at Akurdi

(Pune)now houses the R&D centre ‘Ahead’.

Bajaj Auto is the World’s third-largest manufacturer of motorcycles and the

second-largest in India. It is the world’s largest three-wheeler manufacturer. On May 2015,its

market capitalisation was ₹64,000crore,making it India’s 23rd largest publicly traded

company. The Forbes Global 2000 list for year 2012 ranked Bajaj Auto at 1,416.

TYPE PUBLIC

TRADED AS BSE:532977

NSE:BAJAJ-AUTO

BSE SENSEX Constituent

CNX Nifty Constituent

10
ISIN INE917101010

INDUSTRY AUTOMOTIVE

FOUNDED NOVEMBER 29,1945

FOUNDER JAMNALAL BAJAJ

HEADQUARTERS PUNE MAHARASHTRA, INDIA

KEY PEOPLE RAHUL BAJAJ(chairman)

RAJIV BAJAJ(CEO)

PRODUCTS MOTORCYCLES AND THREE-WHEELER

VEHICLES

PRODUCTION OUTPUT 63,30,000 units (2019)

REVENUE ₹31,804 crore

OPERATING INCOME ₹6,613 crore

NET INCOME ₹4,927 crore

TOTAL ASSETS  ₹28,834 crore

TOTAL EQUITY ₹23,233 crore 

NUMBER OF EMPLOYEES 10,258 (2019)

PARENT BAJAJ GROUP

WEBSITE www.Bajajauto.com

11
HISTORY

Bajaj Auto was established on 29 November 1945 as M/s Bachraj Trading

Corporation Private Limited. It started off by selling imported two- and three-wheelers in

India. In 1959, it obtained a license from the Government of India to manufacture two-

wheelers and three-wheelers and obtained Licence from Piaggio to manufacture Vespa Brand

Scooters in India and started making Vespa 150 scooters. It became a public limited company

in 1960. In 1970, it rolled out its 1,00,000th vehicle. In 1977, it sold 1,00,000 vehicles in a

financial year. In 1985, it started producing at Waluj near Aurangabad. In 1986, it sold

5,00,000 vehicles in a financial year. In 1995, it rolled out its ten millionth vehicle and

produced and sold 10 lakh (one million) vehicles in a year. With the launch of motorcycles in

1986, the company has changed its image from a scooter manufacturer to a two-wheeler

manufacturer. In 2017 it was announced that Bajaj Auto and Triumph Motorcycles Ltd would

form an alliance to build mid-capacity motorcycles. According to the authors of Globality:

Competing with Everyone from Everywhere for Everything, Bajaj has operations in 50

countries creating a line of bikes targeted to the preferences of entry-level buyers. 26

November 2019 Bajaj Auto invested $8 million (approx. ₹57 crore) in bicycle and electric

scooter rental startup Yulu. In this deal, Bajaj will also manufacture customised electric

scooters for Yulu

12
1.2 CURRENT PRODUCTS

Bajaj manufactures and sells motorcycles, scooters, auto-

rickshaws and most recently, cars. Bajaj Auto is India's largest exporter of motorcycles and

three-wheelers. Bajaj Auto's exports accounted for approx. 35% of its total sales. 47% of its

exports are made to Africa. Boxer motorcycle is the largest selling single brand in Africa.

MOTORCYCLES MANUFACTURED BY BAJAJ AUTO COMPANY

Bajaj is the first Indian two-wheeler manufacturer to deliver 4-

stroke commuter motorcycles with sporty performance for the Indian market, which was

otherwise dominated mostly by mileage-based products from Hero and TVS Motors. Bajaj

achieved this with the 150cc and 180cc Pulsar, giving Indians the first taste of performance

biking. This was also accompanied by innovative marketing techniques - by featuring its

flagship product Pulsar 220 DTS-i in Pulsar MTV Stuntmania, India's first stunt biking

reality show. Motorcycles in production include the Platina, Discover, Pulsar, Avenger,

Dominar 400 and CT 100. In FY 2012-13, it sold approximately 37.6 lakh (3.76 million)

motorcycles which accounted for 31% of the market share in India. Of these, approximately

24.6 lakh (2.46 million) motorcycles (66%) were sold in India and remaining 34% were

exported.

13
CHAPTER-II
COMPANY
PROFILE

14
2.1 PROFILE OF BAJAJ
Bajaj Auto has a technical tie-up with Kawasaki Heavy Industries of

Japan to produce a range of the latest, state-of-art two-wheelers in India. Since the tie-up in

1986, Bajaj Auto has launched KB100, KB RTZ, KB125, 4S, 4S Champion, Boxer, Caliber,

Caliber115, Wind125 and India's first real cruiser bike, the Kawasaki Bajaj Eliminator. A

Fortune 500 company with a turnover of USD 10 billion (Rs. 45,840crore), Kawasaki Heavy

Industries has crafted new technologies for over a hundred years. These technologies have

redefined space systems, aircrafts, jet engines, ships, locomotive, energy plants, construction

machinery, automation systems, apart from a range of high quality, high reliability two-

wheelers. Kawasaki has given the world its legendary series of 600-1200cc Ninja and1600

Vulcan bikes. Straight from Kawasaki design boards, the Kawasaki Bajaj Eliminator

redefines the pleasure of "biking" in looks as well as performance.

Our Brand Values

Brand values: Learning, Innovation, Perfection, Speed and

Transparency. Bajaj constantly inspires confidence through excitement engineering.

Learning:

Learning is how we ensure proactivity. It is a value that embraces knowledge as

the platform for building well informed, reasoned, and decisive actions

15
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 endeavouring 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 characterise ourselves. It is a value that makes

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

interdependence.

ORGANIZATIONAL CHART

Board of Directors

Rahul Bajaj Chairman

Madhur Bajaj Vice Chairman & Whole-Time Director

Rajiv Bajaj Managing Director

16
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

   

Committees of the Board

Audit Committee  

S.H. Khan Chairman

J.N. Godrej  

Nanoo Pamnani  

D.J. Balaji Rao  

Naresh Chandra  

Shareholders’ & Investors’ Grievance committee 

D.J. Balaji Rao Chairman

J.N. Godrej  

Naresh Chandra  

Remuneration committee

D.J. Balaji Rao Chairman

S.H. Khan  

17
Naresh Chandra  

LISTING AND SHAREHOLDING

LISTING

Bajaj Auto's equity shares are listed on Bombay Stock Exchange where it is a

constituent of the BSE SENSEX index, and the National Stock Exchange of India where it is

a constituent of the CNX Nifty.

SHAREHOLDING

On 30 Sep 2015, 49.29% of the equity shares of the company were owned by the

promoters Bajaj Group and the remaining were owned by others.

18
 Shareholders (as on 30-Sep-2015) Shareholding %

Promoters: Bajaj Group 49.29%

Mutual funds, FIs and insurance

08.13%
companies

Foreign institutional investors 14.25%

Individual shareholders 15.12%

Bodies corporate 08.25%

Foreign portfolio investments

03.51%
corporations

GDRs 00.02%

Others 01.43%

Total 100.0%

AWARDS AND RECOGNITIONS

 Bajaj Pulsar 135 LS received Bike of the Year 2010 award from BBC - TopGear and

Bike India.

 Pulsar 220 DTS-Fi received the Bike of the Year 2008 award by all major Indian

automobile magazines like Overdrive, AutoCar, Business Standard Motoring and

Bike Top Gear.

 In 2006, Bajaj Auto won the Frost & Sullivan Super Platinum Award for

manufacturing excellence in its Chakan Plant.

19
  It received award for The Most Customer Responsive Company in Automobiles

category in a survey conducted by Economic Times for the years 2004, 2006 and

2008.

 Bajaj Auto received the Bike Maker of the Year award in ICICI Bank Overdrive

Awards 2004.

 Bajaj Pulsar 180 DTS-i won the BBC World Wheels Viewers Choice Two Wheeler of

the Year 2003 award.

EMPLOYEES

Bajaj Auto had a total of 8,036 employees as of 31 March 2013, of which 51 were

women (0.63%) and 25 were differently-abled (0.31%).[29] It spent ₹6.5 billion (US$91

million) on employee benefit expenses during the FY 2012–13. The company is headed by

Rahul Bajaj, whose net worth was around US$2 billion in March 2013.

20
2.2 KEY POLICIES
TPM POLICY

 BAL will specialize in brands through its strategy of differentiation

 BAL will also improve its core competencies in all its functions, as also across its

supply chain, including its suppliers and dealers.

 BAL has adopted TPM. The Prime Mover towards excellence, to provide a holistic,

structured and quantifiable methodology for deeper and wider continuous

improvement in an integrated manner that’s aligned with BAL’s business vision.

DATE : 23rd FEBRUARY 2018 RAJIV BAJAJ

MANAGING DIRECTOR

21
 SAFETY, OCCUPATIONAL HEALTH & ENVIRONMENTAL (SHE)

POLICY

Bajaj Auto Ltd., manufacturer of automobiles is committed for continual improvement of

safety, occupational, health and environmental performance and compliance with applicable

safety, occupational health and environmental legislations, regulations and other

requirements. Towards this, we shall strive to:

 Create a proactive SHE management system that addresses significant safety,

occupational health and environmental aspects related to activities, products and

services.

 Minimize the generation of waste and conserve natural resources through better

technology and practices for preventions of pollution.

 Identify potential risks/hazards and follow safe work practices by using equipments,

tools and personal protective equipments as applicable

 Promote SHE awareness amongst all who work for and on behalf of Bajaj Auto Ltd.,

and motivate them to fulfill our commitments.

WE, at Bajaj Auto, pledge ourselves towards creating and preserving a cleaner,healther

and safe work environment.

DATE:2ND MAY 2016 PRADEEP SHRIVASTAVA

EXECUTIVE DIRECTOR

22
 QUALITY POLICY

We at Bajaj Auto continue to firmly believe in providing the customer “VALUE FOR

MONEY FOR YEARS” through our products and services. This we shall maintain and

approve.

In our decision making, quality, safety, and service will be given as much consideration as

productivity, cost, and delivery.

Quality shall be built into every aspect of our work life and business operations. Quality

improvements and customer satisfaction shall be the responsibility of every employee.

DATE:19-01-1992 RAHUL BAJAJ

CHAIRMAN AND MANAGING DIRECTOR

23
2.3 CODE OF CONDUCT
This code of conduct shall apply to the directors and

members of the senior management of Bajaj Auto Limited (referred to hereinafter as BAL or

the Company). For this code, members of the senior management (hereinafter referred to as

'senior managers') shall mean those personnel of the company, who are members of the core

management team, but shall exclude the whole-time directors. Directors and senior managers

shall observe the highest standards of ethical conduct and integrity and shall work to the best

of their ability and judgement. Directors and senior managers shall be governed by the rules

and regulations of the company as are made applicable to them from time to time. Directors

and senior managers shall affirm compliance with this code on an annual basis as at the end

of each financial year.

Directors and senior managers shall ensure that they use the company's assets, properties and

services for official purposes only or as per the terms of appointment.

Directors and senior managers shall not receive directly or indirectly any benefit from the

company's business associates, which is intended or can be perceived as being given to gain

favour for dealing with the company.

Directors and senior managers shall ensure the security of all confidential information

available to them in the course of their duties No director or senior manager, other than the

24
designated spokespersons shall engage with any member of press and media in matters

concerning the company. In such cases, they should direct the request to the designated

spokespersons.

Directors and senior managers shall not engage in any material business relationship or

activity, which conflicts with their duties towards the company.

Directors and senior managers shall declare information about their relatives (spouse,

children and parents) employed in the company. Senior managers shall follow all prescribed

safety and environment-related norms.

CODE OF CONDUCT FOR AFFIRMATIVE ACTIONS

1. The company affirms that its competitiveness is interlinked with the well being of all

sections of the Indian society.

2. The company believes that equal opportunity for employement for all sections of society

is a component of its growth and competitiveness. It further believes that inclusive growth

and development of a country.

3. The company affirms the recognition that diversity to reflect socially disadvantaged

sections of society in the workplace has a positive impact on business.

4. The company will not practice nor support conscious discrimination in any form.

25
5. The company does not bias employement away from applicants belonging to

disadvantaged sections of society, if such applicant possess competitive skills and job

credentials.

6. The company’s selection of business partner is not based on any considerations, other

than normal business parameters. In case of equal business offers, the company will select

a business partner belonging to a socially disadvantaged sections of society.

7. This code of conduct for affirmative actions will be put up on the company web-site to

encourage application from socially disadvantaged section of society.

8. The company makes all efforts for upskilling and continual training of all its employees

in order to enhance their capabilities and competitive skills. No discrimination of any type

will be shown in this process.

9. The company may have a partnership programme with educational institutions to support

and aid students from socially disadvantaged sections of society.

10. The company will maintain records of Affirmative action.

11. The company has nominated Shri Pradeep Shrivastava, Executive Director, to oversee

and promote the Affirmative Action policies and programmes. He will be accountable to

the Managing Director and Chairman.

26
12. The company will make available its learning and experiences as a good corporate citizen

in Affirmative Actions to other companies desiring to incorporate such policies in their

own business.

PUNE RAHUL BAJAJ

28 NOVEMBER 2016 CHAIRMAN

27
CHAPTER-III
RESEARCH
METHODOLOGY

3.1 MEANING OF THE

RESEARCH
28
Redman and Mory define research as a “systemized effort to gain new knowledge.” Some

people consider research as a movement, a movement from the known to the unknown.

Research is an academic activity and as such the term should be used in a technical sense.

According to Clifford Woody, research comprises defining and redefining problems,

formulating hypothesis or suggested solutions; collecting, organizing and evaluating data;

making deductions and reaching conclusions; and at last carefully testing the conclusions to

determine whether they fit the formulating hypothesis.

3.2 OBJECTIVE OF THE

RESEARCH
The main aim of research is to find out the truth which is hidden and which has not been

discovered as yet. The purpose of research is to discover answers to questions through the

search study, it has it’s own specific purpose but the research objectives can be listed into a

number of broad categories, as following:-

 To gain familiarity with a phenomenon or to achieve new insights into it. Studies with

this object in view are termed as exploratory or formulative research studies.

 To portray accurately the characteristics of a particular individual, situation or a

group. Studies with this object in view are known as descriptive research studies.

29
  To determine the frequency with which something occurs or with which it is

associated with something else. Studies with this object in view are known as

diagnostic research studies.

 To test a hypothesis of a casual relationship between variables. Such studies are

known as hypothesis-testing research studies.

3.3 RESEARCH DESIGN

Research Design specifies the methods and procedures for conducting a particular study. A

Research Design is the arrangement of conditions for collection and analysis of the data in a

manner that aims to combine relevance to the research purpose with economy in procedure

On the basis of the objective of study, the research is primarily descriptive in nature. The

sources of information are both primary & secondary. A well-structured questionnaire was

prepared and personal interaction was done.

Descriptive Research Design: In this research design the objective of study is clearly

defined and has accurate method of measurement with a clear cut definition of population

which is to be studied.

PREPARING THE RESEARCH DESIGN

30
The research design is developed to collect the relevant information with minimum of efforts,

time and money.

 Marketing Research Objectives:

I. To undertake a prior market study before doing owns research.

II. To make an analysis on the basis of the results.

 Type of Study: Descriptive.

 Research Area: KANGRA region.

 Source of Information: Primary Data, Secondary Data

 Data Collection Instrument: Questionnaires & Personal Interview.

3.4 SAMPLE SIZE AND

SAMPLING TECHNIQUE
A Sample Design is a definite plan for obtaining a sample from a given population. It refers

to the technique or the procedure adopted in selecting items for the sample. The main

constitution of the sampling design is as below-

I. Sampling Unit

II. Sample Size

III. Sampling Procedure

IV. Sampling Area

31
 I. SAMPLING UNIT

The respondents who were asked to fill out questionnaires are the

sampling units. These comprise of customers coming to the show room.

II. SAMPLE SIZE

It is the substantial portion of the target population that are sampled to

achieve reliable results.

 60------- CORPORATE HOUSES/ RESPONDENT/CUSTOMER

III. SAMPLING PROCEDURE

Initially, a rough draft was prepared keeping in mind the objective of the

research. A pilot study was done in order to know the accuracy of the Questionnaire.

Convenience Sampling

A convenience sample is type of non – probability sampling method where

the sample is taken from a group of people easy to contact or to reach .for example , standing

at a mall or a grocery store and asking people to answer questions would be an example of a

convenience sample.

IV. SAMPLING AREA

The area of the research was KANGRA, DISTT. KANGRA,

HIMACHAL PRADESH, INDIA. 176001.

32
3.5 DATA COLLECTION
METHOD
Information was collected through both primary and secondary sources.

PRIMARY DATA :

In some cases the researchers may realize the need for collecting the first

hand information. As in the case of everyday life, if we want to have first hand information or

any happening or event, we either ask someone who knows about it or we observe it

ourselves, we do the both. Thus, the two method by which primary data can be collected is

observation and questionnaire.

SECONDARY DATA :

Any data, which have been gathered earlier for some other purpose, are

secondary data in the hands of researcher. Those data collected first hand, either by the

researcher or by someone else, especially for the purpose of the study is known as primary

data.

The data collected for this project has been taken from the secondary source. Sources of

secondary data are :-

 Internet

33
  Magazines

 Publications

 Newspapers

 Brouchers

3.6 LIMITATIONS OF
STUDY

The study is restricted in scope of owing to the following limitations:

 Due to constraint of time only city of kangra is selected and so it cannot claim to be a

comprehensive study of the population.

 The sample size is restricted to 60 respondents.

 People are not interested in filing the questioner, so they don’t prefer it.

 People are not so much aware about these types of surveys and they ask many

questions.

 Another problem which I face was that people were hesitating to give information

about their views freely.

34
CHAPTER-IV
DATA ANALYSIS
AND
INTERPRETATION

35
The below mentioned data was collected and analysed in terms of customer

satisfaction and integrity of the products BAJAJ AUTO LTD., has to offer:-

1. GENDER PROFILE:-

Table 1, indicating gender profile of the respondents

GENDER NO. OF PERCENT

RESPONDENTS
MALE 57 95%

FEMALE 3 5%

TOTAL 60 100%

NO. OF RESPONDENTS

5%; 5%
MALE
FEMALE

95%; 95%

INTERPRETATION

1. 95% of the respondents were male.

2. 5% of the respondents were female.

36
 2. AGE PROFILE :-

Table 2, indicating age profile of the respondents

AGE NO. OF PERCENT

RESPONDENTS
18-19 3 5%

20-29 24 40%
30-39 18 30%
40 and above 15 25%

Total 60 100%

NO. OF RESPONDENTS

5% 18-19
25%
20-29
40%
30-39
30% 40& ABOVE

INTERPRETATION

1. 5% of respondents fall in the age group of 18-19.

2. 40% of respondents fall in age group of 20-29.

3. 30% of respondents fall in age group of 30-39.

4. 25% of respondents fall in age group of 40 and above.

37
3. OCCUPATION:-

Table 3. indicating occupation of the respondents.

OCCUPATION NO. OF PERCENT

RESPONDENTS
BUSINESS 12 20%

SERVICE 21 35%

STUDENT 15 25%

AGRICULTURE 12 20%

TOTAL 60 100%

NO. OF RESPONDENTS
20% 20%

BUSINESS
SERVICE
STUDENT
25% AGRICULTURE
35%

INTERPRETATION

1. 20% of respondents were of business class.

2. 35% of respondents were of service class.

3. 25% of respondents were students.

4. 20% of respondents were of agriculture class.

38
 4. INCOME OF THE RESPONDENTS:-

Table 4. indicating income of the respondents.

INCOME NO. OF RESPONDENTS PERCENT

<10,000 9 15%

10,000-15,000 18 30%

15,000-20,000 27 45%

20,000 and above 6 10%

Total 60 100%

NO. OF RESPONDENTS
10% 15%

<10000
10000-15000
15000-20000
30% 20000&ABOVE
45%

INTERPRETATION

1. 15% of respondents fall in below 10000.

2. 30% of the respondents fall in 10000-15000.

3. 45% of the respondents fall in 15000-20000.

4. 10% of the respondents fall in Above 20000.

39
DATA ANALYSIS
Q1. DO YOU HAVE OWN BIKE?

OPTIONS NO. OF RESPONDENTS PERCENT

YES 42 70%

NO 18 30%

TOTAL 60 100%

NO. OF RESPONDENTS

3.2

YES NO

70

INTERPRETATION

1. 70% of the respondents have their own bike.

2. 30% of the respondents doesn’t have their own bike.

Q2 HOW DID YOU COME TO KNOW ABOUT BAJAJ?

40
 SOURCES NO. OF RESPONDENTS PERCENT
NEWSPAPER 12 20%
TV ADVERTISEMENT 24 40%
FRIENDS 18 30%
OTHER 6 10%
TOTAL 60 100%

NO. OF RESPONDENTS
20%
10%

NEWSPAPER
TV ADS
30%
FRIENDS
OTHER

40%

INTERPRETATION

1. 30% of the respondents had the knowledge through friends & relatives.

2. 25% of the respondents had the knowledge through newspaper.

3. 25% of the respondents had the knowledge through TV advertisement.

4. 20% of the respondents had the knowledge through others

Q3 WHICH MODEL DID YOU BUY?

MODEL NO. OF STUDENTS PERCENTAGE

41
Q4 WHO IS THE DECISION MAKER FOR PURCHASING BIKE IN

YOUR FAMILY?

42
DECISION MAKER NO. OF RESPONDENT PERCENT

FATHER 24 40%
MOTHER 12 20%
SELF 18 30%
OTHER 6 10%
TOTAL 60 100%

NO. OF RESPONDENT
10%
40%
FATHER
30% MOTHER
SELF
OTHER
20%

INTERPRETATION

1. 46% of the respondents take decision by father.

2. 8% of the respondents take decision by mother.

3. 42% of the respondents take decision by self

4. 4% of the respondents take decision by others.

Q5 WHAT IS YOUR SOURCE OF FINANCE?

SOURCE OF FINANCE NO. OF RESPONDENTS PERCENT

BY CASH 21 35%

43
 BY LOAN 39 65%

TOTAL 60 100%

NO. OF RESPONDENTS
35%

BY CASH
BY LOAN

65%

INTERPRETATION

1. 65% of the respondents purchase bike by loan.

2. 35% of the respondents purchase bike by cash.

Q6 WHICH FACTOR INFLUENCE YOU TO PURCHASE BAJAJ

BIKE?

FACTOR NO. OF RESPONDENTS PERCENT

BRAND REPUTATION 15 25%

44
 COLOUR 6 10%

PRICE 12 20%

PICKUP 6 10%

MILEAGE 3 5%

MAINTAINENCE 9 15%

STYLE 9 15%

TOTAL 60 100%

NO. OF RESPONDENTS
15% 25%
BRAND
15% COLOUR
PRICE
PICKUP
10%
MILEAGE
5%
MAINTAINENCE
20% STYLE
10%

INTERPRETATION

1. 25% of the respondents are influenced by brand reputation.

2. 20% of the respondents are influenced by price.

3. 15% of the respondents are influenced by maintainence.

4. 15% of the respondents are influenced by style.

5. 10% of the respondents are influenced by colour.

6. 10% of the respondents are influenced by pickup.

45
 7. 5% of the respondents are influenced by mileage.

Q7 HOW DO YOU RATE THE PRICE OF BAJAJ BIKES WHEN

COMPARED TO OTHER BIKES OF SAME SEGMENT?

OPTIONS NO OF RESPONDENTS PERCENTAGE

VERY EXPENSIVE 7 11%

EXPENSIVE 36 60%
ECONOMIC 13 21%
LOW 4 8%
TOTAL 60 100%

NO. OF RESPONDENTS

8% 11%
21%

VERY EXPENSIVE
EXPENSIVE
ECONOMIC
LOW
60%

INTERPRETATION

1. 60% of respondents rate Bajaj bikes expensive than other bikes.

2. 21% of respondents rate Bajaj bikes economic than other bikes.

3. 11% of respondents rate Bajaj bikes very expensive than other bikes.

46
 4. 8% of respondents rate Bajaj bikes low than other bikes.

Q8 HOW THE COMPANY IS HANDLING THE COMPLAINTS OF

THE CUSTOMERS?

OPTIONS NO. OF RESPONDENTS PERCENT

GOOD 45 75%
AVERAGE 10 17%
POOR 5 8%
TOTAL 60 100%

NO. OF RESPONDENTS

8%
17%

GOOD
AVERAGE
POOR

75%

INTERPRETATION

1. 75% of the respondents are treated good by company during the complaints.

2. 17% of the respondents are treated average by company during the complaints.

3. 8% of the respondents are treated poor by company during the complaints.

Q9 HOW IS THE AVAILABILITY OF BAJAJ SPARE PARTS?

47
 OPTIONS NO OF RESPONDENTS PERCENTAGE

AVAILABILITY 53 89%

SOMETIME 5 8%
AVAILABILITY
RARELY 2 3%
AVAILABILITY
TOTAL 60 100%

NO. OF RESPONDENTS

8% 3%

AVAILABILITY
SOMETIMES
RARELY

89%

INTERPRETATIONS

1. 89% of the respondents said that there is availability of spare parts.

2. 8% of the respondents said that spare parts are sometimes available.

3. 3% of the respondents said that spare parts are rarely available.

48
Q10 WHAT YOU WILL SAY ABOUT AFTER SALE SERVICE OF

COMPANY?

OPTIONS NO OF RESPONDENTS PERCENTAGE

GOOD 15 25%

AVERAGE 26 43%

POOR 19 32%

TOTAL 60 100%

NO. OF RESPONDENTS
25%
32%

GOOD
AVERAGE
POOR

43%

INTERPRETATION

1. 43% of the respondents said that after sale service is average.

2. 32% of the respondents said that after sale service is poor.

3. 25% of the respondents said that after sale service is good.

49
Q11 WHAT DO YOU THINK ABOUT BRAND POSITION OF BAJAJ
BIKES IN INDIA?

OPTIONS NO OF RESPONDENTS PERCENTAGE

EXCELLENT 2 3%

GOOD 28 47%

AVERAGE 18 30%

POOR 12 20%

TOTAL 60 100%

NO. OF RESPONDENTS
20% 3%

EXCELLENT
GOOD
47% AVERAGE
4th Qtr

30%

INTERPRETATIONS

1. 47% of the respondents said that brand image of Bajaj bikes is good.

2. 30% of the respondents said that brand image of Bajaj bikes is average.

3. 20% of the respondents said that brand image of Bajaj bikes is poor.

4. 3% of the respondents said that brand image of Bajaj bikes is excellent.

50
Q12 HOW DO YOU FEELWHEN YOU RIDE BAJAJ BIKES?
OPTIONS NO OF RESPONDENTS PERCENTAGE
DELIGHTED 10 17%

RELAXED 25 42%

COMFORTABLE 20 33%

UNCOMFORTABLE 5 8%

TOTAL 60 100%

NO. OF RESPONDENTS
8% 17%

33%
DELIGHTED
RELAXED
COMFORTABLE
UNCOMFORTABLE

42%

INTERPRETATION

1. 42% of the respondents feels relaxed.

2. 33% of the respondents feels comfortable.

3. 17% of the respondents feels delighted.

4. 8% of the respondents feels uncomfortable.

Q13

51
CHAPTER-V
CONCLUSION
52
 AND
RECOMMENDATION

CONCLUSION
1. Maximum of the respondents is attracted towards the brand image and promotion of

Bajaj.

2. Maximum of the respondents considers that the cost of their bike is economical and

some respondents consider that it is expensive when compared to same segment bikes

of other manufactures.

53
3. Some of the respondents considers the mileage as Priority.

4. Almost all the respondents feel relaxed while driving Bajaj bikes.

5. Maximum of the respondents consider the brand image is good in India but when it is

compared to other brands it become low.

6. Maximum of the respondents are satisfied with the after sale service of the company.

7. The study shows that television is the most effective media for advertising as 40%

of respondents came to know about Bajaj.

8. Maximum of the respondents said that spare parts are easily available.

9. Maximum of the respondents said that company handles their problems effectively.

RECOMMENDATIONS
1. MILEAGE

54
55
 BIBLIOGRAPHY
BOOKS:
Principles of Marketing : KOTLER ARMSTRONG.
Marketing Management : PHILIP KOTLER.
(Analysis, Planning Implementation and Control)
HARPER W. BOYD,JR “MARKETING RESEARCH, published by Jyoti Publisher, 2006

56
WEBSITES:

 https://www.Bajajauto.com/
 https://en.wikipedia.org/wiki/Bajaj_Auto

ANNEXURE
57
 QUESTIONAIRE
TOPIC- CUSTOMER SATISFACTION IN BAJAJ BIKES

Personal information:
Name :
Age :
Gender :
Occupation :

1) Do you have own bike?

58
 a) Yes
b) No

2) How dd you come to know about Bajaj?

a) Newspaper
b) Tv advertisement
c) Friends
d) Other

3) Who is the decision maker for purchasing bike in your family?

a) Father
b) Mother
c) Self
d) Other

4) What is your source of finance?

a) By Cash
b) By Loan

5) Which factor influence you to purchase Bajaj bike?

a) Brand reputation
b) Colour
c) Price
d) Pickup
e) Mileage
f) Maintainence
g) Style

6) How do you feel when you ride Bajaj bike?

a) Delighted
b) Relaxed
c) Comfortable
d) Uncomfortable

7) How do you rate the price of Bajaj bikes when compared to other bikes of same
segment?

a) Very expensive
b) Expensive
c) Economic
d) Low

8) How the company is handling the complaints of the customers?

59
 a) Good
b) Average
c) Poor

9) How is the availability of Bajaj spare parts?

a) Availability
b) Sometime availability
c) Rarely availability

10) What you will say about after sale service of company?

a) Good
b) Average
c) Poor

11) What do you think about brand position of Bajaj bikes in India?

a) Excellent
b) Good
c) Average
d) Poor

12) According to you what are the areas of improvement is needed ?

60