INDEX

Chapter I : Introduction
Objectives of the study
Scope of the study
Need for the study
Research Methodology
 Data Collection
 Sample size
 Sample Method
 Questionnaire
Limitations
Chapter II : Industry profile
Chapter III : Company profile
Chapter IV : Theoretical framework
Chapter V : Data analysis and Interpretation
Chapter VI : Findings, Suggestions and Conclusion
Appendix : Questionnaire, Bibliography
 CHAPTER-1

INTRODUCTION

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Chapter-1
Introduction
INTRODUCTION
Marketing “is the process of planning and executing the conception, pricing, promotion, and
distribution of ideas, goods and services to create exchange that satisfy individual and
organizational goals” today marketing must be understood not in the old sense of making sale-
telling and selling. The marketing has changed from barter concept to new sense of satisfying
customer needs.
The objective of all marketing effort should to maximize customer satisfaction. An individual
firm’s success depends not only on how well it has performed, but also on how well its entire
supply chain and marketing channel competes with competitors’ channels. The customer is the
key. Therefore, the satisfaction of consumer is the prime objective of an enterprise.
Satisfaction is a person’s feeling of pleasure of disappointments resulting from comparing a
product’s perceived performance in relation to his or her expectations. Many companies are
aiming for high satisfaction because customers who are just satisfied still find it easy to switch
when better offer comes along.
Customer satisfaction is both a goal and a marketing tool. Customer’s first interaction with the
product occurs at the retail level. The availability of the product, their display, spacing etc,
influence the customers purchase decisions to a large extends. Retailers also act as an important
link between consumers and the company. They are closer to the customers to know his wants
needs better then the company. This information is highly useful to the company in catering the
consumer’s wants and needs.
The study on customer satisfaction of Bajaj two-wheeler is a step to understand the factors which
are effective for the success of the product. 100 samples are taken for this study to understand the
satisfaction level of the customers.
CUTOMER SATISFACTION:
Organizations are increasingly interested retaining existing customers while targeting non-
customers. Measuring satisfaction provides an indication of how successful the organization is at
providing products and/or services to the market place.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and the 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 recommended rate. The level of
satisfaction can also very depending on other options the customer may have and other products
against which the customer can compare the organizations products.

CUSTOMER SWITCHING:
The switching path is triggered by a factor that changes the present relationship between
customer and supplier by somehow making the customer aware of different reasons for
switching. This initiating factor affects the entire switching path. There are three different
triggers: external, internal, and situational. In the trigger, the company that the customer has
switched to has served as some kind of comparative object vis-a-vis the company with which he
has broken the relationship. The new company has perhaps changed or improved its business
concept, is a new competitor, or simply can offer something that the former company could not.
During the process, the customer begins to consider a change and becomes sensitive to the
various factors that finally lead to a switch. The time span can vary and is here termed process
duration.
The main reason for switching, according to the customer, is called the push factor. There are
also tip factors, which alone cannot speed up or extend the switching process but which can
expedite or delay the path that the customer goes through while considering a change. Even other
factors could be classified as causes for switching, since the alone could lead to switching and
not only be considered trip factors. These factors are not classified as switching causes but as
sub-push factors because the respondents do not consider them to be the main reason for
switching. Even if a customer has switched, there can be reasons

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why he could consider returning to the first company, by the force of a pull factor. Even if a
customer breaks the relationship with a company, it is important to stress that the break should
be handled professionally and end on friendly terms. The former customer is otherwise likely to
spread negative word-of-mouth.
CUSTOMER EXPECTATIONS:
Customer satisfaction is largely a reflection of the expectations and experiences that the
customer has with a product or service. However expectations also reflect that influences the
evaluation of the product or service. When we make major purchases, we research the product or
service and gain information from the advertising, salespersons, and word-of-mouth from friends
and associates. This information influences our expectations and ability to evaluate quality,
value, and the ability of the product or service to meet our needs.
In meeting customers' requirements and measuring customers' satisfaction indexes, customer
perception should be definitely a key consideration. Qualified services in the operation execution
layer, technical management layer and business development layer are necessary. However, it is
even more important to efficiently understand customer expectations and make efforts to exceed
their expectations. Therefore, customer perception management becomes a central topic. Frankly
speaking, among all indexes in customer satisfaction management, the biggest challenge is
customer perception management, or customer perception satisfaction.
NECESSITY OF CUSTOMER SATISFACTION:
The emerging consumer movement necessities markets to understand consumer behavior their
needs, expectations and problems. It will be easier in exploiting marketing opportunities meeting
the challenges of the market. Thus, marketers must try to offer the product wanted by the
customers at the price he is prepared to pay, through distribution channel convenient to him and
with a proper promotional activity. A consumer by nature is extrovert, a study of consumer
behavior helps to formulate marketing program mix and policies
FACTORS:
To understand consumer behavior on the eventual buying decisions, the major factors have to be
clearly understood and analyzed.
They are:
1. Buyer characteristics.

2. Personal characteristics.

3. Seller characteristics.

4. Situational characteristics.

1. Buyer characteristics:
It deals with the individuals, personal, psychological, cultural and social characteristics.
2. Personal characteristics:
It deals with the factors like age, sex, occupation, lifestyles, economic and financial conditions,
culture which affects the consumers purchase behavior.
3. Seller characteristics:
Influences the buying decision factor lies in the image of the facilities offered by the companies
or retail out lets etc affects the choice of the buyers. The buyer’s decision will be based on the
attitudes, behaviors’ and characteristics of the seller or sales person.
4. Situational characteristics:
This also plays an important role in influencing the decision of the buyer. The aspects such as
time, day, season, financial conditions, marketing situations, demand for the products etc.

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Methods of tracking and measuring customer satisfaction:

A company tools for tracking and measuring customer satisfaction range from primitive to
sophisticate. The following methods are used to measure customer satisfaction.
1. Complaints and suggestion system:
A customer centered organization would make it easy for its customer to deliver suggestions and
complaints. Many customers maximize the ease with telephone numbers, customer can inquire,
make suggestion on complaint. These information flows provide these companies with many
good ideas and enable them to act more rapidly to resolve the problems.
2. Lost customer analysis:
Companies should contact customers who have stopped buying or switched to another supplier.
It is important to conduct exit interview and monitor the customer loss rate.
3. Customer satisfaction survey:
A company must not conclude that it can get a full picture of customer satisfaction and
dissatisfaction by simply running a complaint and suggestion system. Studies show that
customer4s are dissatisfied with one out of every ten purchases and less than 2% dissatisfied
customers will complain customers may feel that their complaints are minor.
PURCHASING AND CONSUMING:
It is important to distinguish between purchase and consumption for three reasons. Firstly, the
product may be purchased by 1% and consumed by another. Secondly the purchase depends on
consumer expectation of the degree to which brands are likely to satisfy needs. Thirdly a
consumer post purchase evolution determines whether the brand is likely to be repurchased.
SATISFACTION V/S DISSATISFACTION:
Satisfaction occurs when customer’s expectations met to exceed and the purchase decision is
reinforced. Satisfaction reinforces positive attitudes towards the brand leading to a greater
likelihood that the customer will re purchase the same brand, dissatisfaction results when
consumer expectation is not met.
Thus, we assert that the buyers forms a judgment of value acts on it whether the buyers are
satisfied after purchase depends upon the offer performance in relation to the buyers expectation.
Here is our definition of customer satisfaction, thus the satisfaction level is a function of the
difference between perceived performance and expectations. A customer could experience on
their board level of satisfaction. If the performance matches the expectations the customer is
satisfied if the performance exceeds expectations, a customer is highly satisfied, pleased or
delighted. But how do buyers form their expectations? Expectations are formed on the basis of
the buyers past buying experience, statements made by friends and associates and market and
competitor information and promises etc. if marketers raise expectations to high the buyers are
likely to be disappointed, some of today’s most successful company is raising expectations and
delivering performance to match. Thus, companies are aiming for total consumer satisfaction.
CUSTOMER RELATIONSHIP MARKETING:
It refers to developing stronger bonds with customers. It is the process of managing detailed
information about individual customers and carefully managing all customers to maximize
customer loyalty.
A customer touch point is any occasion on which a customer encounters the brand and the
product from actual experience to personal or mass communications to casual observations.
Customer relationship marketing enables companies to provide excellent real time customer
service through the effective use of individual accounting information. Based on what they know
about each valued customer, companies can customize market offerings, services, messages and
media, and also it is important because it is a major driver of company profitability is the
aggregate value of the company’s customer base.

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Some customers will inevitable become inactive or drop out for reasons, moves to other location,
dissatisfaction so on. Here the companies challenge is to reactive dissatisfied customers through
customers backing strategies. It is often easier to re attract the ex-customers because the
company knows their names and histories.
Developing more loyal customer’s increases revenue. However the company has to spend more
to build greater customer loyalty. How much should company invest relationship building, so
that the cost does not exceed the gains, we need to distinguish 5 different levels of investment n
customer relationship building.
1. Basic marketing:
The salesman simply sells the product.
2. Reactive marketing:
The salesman sells the product and encourages the customer to call if he or she has question,
comments or complaints.
3. Accounting marketing:
The sales person phones the customers a short time after the sale to check whether the product is
meeting expectation. The sales person also asks for any product service improvement suggestion
and any specific disappointments. This information helps their company to continue to
improving its performance.
4. Proactive marketing:
The company sales person contacts the customer from time to time with suggestion about
improved product uses or helpful new products.
5. Partnership marketing:
The company works continues with the customer to discover ways to perform better.
Customer Satisfaction in 7 Steps:
It's a well-known fact that no business can exist without customers. In the business of Website
design, it's important to work closely with your customers to make sure the site or system you
create for them is as close to their requirements as you can manage. Because it's critical that you
form a close working relationship with your client, customer service is of vital importance. What
follows are a selection of tips that will make your clients feel valued, wanted and loved.
1. Encourage Face-to-Face Dealings
This is the most daunting and downright scary part of interacting with a customer. If you're not
used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it
does get easier over time. It's important to meet your customers face to face at least once or even
twice during the course of a project.
My experience has shown that a client finds it easier to relate to and work with someone they've
actually met in person, rather than a voice on the phone or someone typing into an email or
messenger program. When you do meet them, be calm, confident and above all, take time to ask
them what they need. I believe that if a potential client spends over half the meeting doing the
talking, you're well on your way to a sale.
2. Respond to Messages Promptly & Keep Your Clients Informed
This goes without saying really. We all know how annoying it is to wait days for a response to an email
or phone call. It might not always be practical to deal with all customers' queries within the space of a few
hours, but at least email or call them back and let them know you've received their message and you'll
contact them about it as soon as possible. Even if you're not able to solve a problem right away, let the
customer know you're working on it.
A good example of this is my Web host. They've had some trouble with server hardware which has
caused a fair bit of downtime lately. At every step along the way I was emailed and told exactly what was
going on, why things were going wrong, and how long it would be before they were working again. They
also apologies repeatedly, which was nice. Now if they server had just

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gone down with no explanation; I think I'd have been pretty annoyed and may have moved my
business elsewhere. But because they took time to keep me informed, it didn't seem so bad, and I
at least knew they were doing something about the problems. That to me is a prime example of
customer service.
3. Be Friendly and Approachable
A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true.
It's very important to be friendly, courteous and to make your clients feel like you're their friend
and you're there to help them out. There will be times when you want to beat your clients over
the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear
head, respond to your clients' wishes as best you can, and at all times remain polite and
courteous.
4. Have a Clearly Defined Customer Service Policy
This may not be too important when you're just starting out, but a clearly defined customer
service policy is going to save you a lot of time and effort in the long run. If a customer has a
problem, what should they do? If the first option doesn't work, then what? Should they contact
different people for billing and technical enquiries? If they're not satisfied with any aspect of
your customer service, whom should they tell?
There's nothing more annoying for a client than being passed from person to person, or not
knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry
should be of utmost importance. So make sure your customer service policy is present on your
site -- and anywhere else it may be useful.
5. Attention to Detail (also known as 'The Little Niceties')
Have you ever received a Happy Birthday email or card from a company you were a client of?
Have you ever had a personalized sign-up confirmation email for a service that you could tell
was typed from scratch? These little niceties can be time consuming and aren't always cost
effective, but remember to do them.
Even if it's as small as sending a Happy Holidays email to all your customers, it's something. It
shows you care; it shows there are real people on the other end of that screen or telephone; and
most importantly, it makes the customer feel welcomed, wanted and valued.
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of understanding
with your clients will do wonders for your working relationship.
Take this as an example: you're working on the front-end for your client's exciting new
ecommerce endeavor. You have all the images, originals and files backed up on your desktop
computer and the site is going really well. During a meeting with your client he/she happens to
mention a hard-copy brochure their internal marketing people are developing. As if by magic, a
couple of weeks later a CD-ROM arrives on their doorstep complete with high-resolution
versions of all the images you've used on the site. A note accompanies it, which reads:
"Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you with
large-scale copies of the graphics I've used on the site. Hopefully you'll be able to make use of
some in your brochure."
Your client is heartily impressed, and remarks to his colleagues and friends how very helpful and
considerate his Web designers are. Meanwhile, in your office, you lay back in your chair
drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will
send several referrals your way.
7. Honor Your Promises
It's possible this is the most important point in this article. The simple message: when you
promise something, deliver. The most common example here is project delivery dates.
Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss
a deadline through no fault of your own. Projects can be late, technology can fail and sub-
contractors don't always deliver on time. In this case a quick apology and assurance it'll be ready
ASAP wouldn't go amiss.

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Handling Customer Complaints:

Whether your customer's complaint is legitimate or not, follow it up with a service call.
Whenever possible, do it personally instead of sending someone from the customer service
department. It provides the personal service that your customer appreciates and it may obviate
the need for a technician or serviceman to call. As an alternative, both of you can go together to
handle customer complaints. Keep the following guidelines in mind:
1. Don't procrastinate making the call.
Often the problem is not as serious as it sounds. Some customers "read the riot act" when they
call about a complaint. A delay in responding will only irritate your client more.
2. Admit mistakes and apologize.
Just because you made the sale does not mean you can become defensive about your company,
product or service. Even the most reputable companies make mistakes and have problems with
their products. You may want to restate the customer's complaint to show that you are listening
and have an understanding of the problem.
3. Show compassion for your customer.
Whether the complaint proves to be true or false, show your customer that you are concerned and
will investigate the problem immediately. Help the customer calm down by saying, "I can
understand why you feel the way you do."
4. Actively listen to your customer's complaint.
Talking will make him feel less anxious about it. Let your customer "vent" his feelings before
you react to the situation. Be sympathetic and encourage the customer to "blow up." Afterward,
he'll feel better; this means he'll be in a better frame of mind.
5. Don't pass the buck to your company or someone else within it.
This may take the blame off you, but it undermines the integrity and organization of the
company, and your customer will lose confidence in your firm.
15 Ways to Keep Your Customer Satisfied
1. Show them that you think of them.
Send them helpful newspaper clippings or articles, cartoons related to their business and "Here's
an idea I thought you'd enjoy" notes. Send your clients Christmas/New Year's cards, birthday
cards, and thank you notes.
2. Drop by to show them new products and brochures and offer additional services.
Always make an appointment before making your call! Respect your clients' time as you do your
own.
3. Offer a sample gift to enhance the use of your product.
See how they are utilizing your product or service and suggest other ways that they can benefit
from it. They may not be realizing its full potential.
4. Offer "customer discounts" on new products or services to encourage additional business.
5. When new employees are hired, offer to train them free of charge in the use of your product.
6. Repay or compensate them for lost time or money caused by problems encountered with your
product.
If you pinch pennies, your customer may do the same.
7. Be personal.
Record details about your client's life and enter these in your file. It's so much nicer to say to
someone, "How is Bob?" rather than, "How's your husband?"
8. Tell the truth.
Lies have a way of coming back to haunt you.
9. Accept returns without batting an eyelash.
In the long run, they are much less expensive than finding a new customer.

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10. Be ethical.
Keep all your information about the account confidential.
11. Be certain that your company follows through on its commitment.
This includes delivery, installation, packaging, and so on.
12. Show your appreciation for their referrals by reporting back to them on the outcome.
13. If your company has a newsletter, obtain permission from your successful clients to write
about them in it.
Naturally, you would send them a copy.
14. Keep track of their results with your product and meet periodically to review the entire
picture (their business, industry, trends, competition, etc.)
15. Keep the lines of communication forever open.
As in any relationship, you must be able to exchange grievances, ideas praises, losses, and
victories.
What all of this comes down to is that you should be willing to "go the extra mile" for your
accounts. They extra effort you expend now will be repaid handsomely in the future.
The bottom line in maintaining your clients is service, service and more service. Be there for
your customers and they'll want to stick with you. If you meet their needs, they'll think twice
before switching to another company, even if they've voiced some serious concerns. "Make new
clients, but keep the old. One is silver and the other gold." Develop the "gold" you have and the
silver may take care of itself.
1.2 OBJECTIVE OF THE STUDY

 To study of customer satisfaction level on Bev series electric vehicles.

 To know people perception towards electric vechicles.

 To identify the people preference towards electric vehicles.

 To compare study of electric eco friendly vechicles and fuel vechicles (TVS,BAJAJ
etc.,).

1.3 Scope of the study

The scope of this study Is only some respondents of yemmiganur, adoni . It does not cover all
the consumer using BEV SERIES vehicles. The result of the study is use full to assess
customers satisfaction and let us know what exactly customers are looking for when they
plan to buy a electric two-wheeler. It gives the idea of the sectors need to improve, to
stabilize the market and to fight the competitors. It helps in getting feedback about the
product quality. The project helps to put in to practice the theoretical aspects of the study into
reality.

 The study mainly focuses on using electric vechicles of Bev series.

 The study also keeps a birds eye view on global commodity market and its development.

 The study vastly covered the aspects of commodity trading, clearing and settlement
mechanisms in Indian commodity exchanges.

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1.4 Need for the study

The Electric vehicles are the eco friendly to the environment and smooth travelling for one
place to another. Customers satisfaction on the electric vehicles which include a various features
which influence the customers

1.5 Research methodology

RESEARCH METHODLOGY:
Research methodology is the systematic approach to the given problem. In other words, it is the
way in which we go for collection of data. Therefore, the better way of collecting data is very
important than the data collected because ultimately the data collected is depended upon how we
approach towards the data. The data has been collected by using the following tools.

TOOLS OF DATA COLLECTION:

The information relevant for study was drawn from primary data collected through survey
method, which alone was not sufficient. Hence secondary data was collected successfully.

1) Primary data - Primary data was collected through Questionnaire by distributing

questionnaires to the respondents. Questionnaire consist of personal details and core
details. Seven personal details were included in the question which consisted of name,
age, income, sex, occupation, etc. Core details include questions relating to Bajaj vehicles
and the responses given by the respondents, which has formed a basis for giving
suggestions.

2) Secondary data – The secondary data collection involved internet search, browsing
magazines, newspapers and articles and papers related to the two-wheeler industry in
India. Numerous journals and books related to the topic were also browsed to understand
the dynamics of the industry.
Sample Design
:: Primary Data - From questionnaire and personal
Data Source interaction

Secondary data - Website, Magazine, Newspapers

and articles

:: Survey method
Research approach

Research Instrument :: Questionnaire

Sample plan : Personal Interview

Sample unit : Customers using electric BEV SERIES

Sampling method : Convenient random sampling method

Sample Size : 100

Area of survey : The area selected for survey adoni,yemmiganur

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1.6 Limitations of the study

The study has been conducted only in Adoni & yemmiganur town. And so, the opinion of the
respondents in Adoni & yemmiganur only has been considered. A conclusion is based on
assumption. It has been assumed that the answers given by the respondents are true and
adequate. The time allotted for the study was short otherwise a more in-depth study could be
made.
 I have taken only 100 respondents which may or may not represent the whole population.

 Detail study of the topic was not possible due to limited size of the project.
 There was constraint with regard to time allocation for the research study i.e. for a period of
45 days.
 The manager are very busy in the duration of the study they did not provide much
information regarding project.
 Time and money are the major limitation for the study.

 The customer response could have been biased

 Chapter -2
Industry
profile

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INDUSTRY PROFILE
PROFILE OF TWO-WHEELER INDUSTRY

The two-wheeler industry in India has been in existence since 1955. It consists of three segments
 Scooters
 Motorcycles
 Mopeds

The increase in sales volume of this industry is proof of its high growth. In 1971, sales were
around 0.1 million units per annum. But by 1998, this figure had risen to 3 million units per
annum.
Similarly, capacities of production have also increased from about 0.2 million units of annual
capacity in the seventies to more than 4 million units in the late nineties.
The two-wheeler only industry in India began operations within the framework of the national
industrial policy as espoused by the Industrial Policy Resolution of 1956.
This resolution divided the entire industrial sector into three groups, of which one contained
industries whose development was the exclusive responsibility of the State, another included
those industries in which both the State and the private sector could participate and the last set of
industries that could be developed exclusively under private initiative within the guidelines and
objectives laid out by the Five Year Plans.
Private investment was channelized and regulated through the extensive use of licensing giving
the State comprehensive control over the direction and pattern of investment
Entry of firms, capacity expansion, choice of product and capacity mix and technology, were all
effectively controlled by the State in a bid to prevent the concentration of economic power.
However due to lapses in the system, fresh policies were brought in at the end of the sixties.
These consisted of MRTP of 1969 and FERA of 1973, which were aimed at regulating monopoly
and foreign investment respectively. Firms that came under the purview of these acts were
allowed to invest in a select set of industries. This net of controls on the economy in the
seventies caused several firms to
 Operate below the minimum scale of efficiency
 Under-utilize capacity and
 Use outdated technology.

While operating below the minimum scale of efficiency resulted from the fact that several
incentives were given to smaller firms, the capacity under-utilization was the result of the
capacity mix being determined independent of the market demand.
The policy of distributing imports based on capacity, causing firms to expand beyond levels
determined by demand so as to be eligible for more imports. Use of outdated technology resulted
from the restrictions placed on import of technology through the provisions of FERA.
Recognition of the deleterious effects of these policies led to the initiation of reforms. In 1975
which took on a more pronounced shape and acquired wider scope under the New Economic
Policy (NEP) in 1985. As part of these reforms, several groups of industries were de licensed and
‘broad banding’ was permitted in select industries.

Controls over capacity expansion were relaxed through the specification of the operate below the
minimum scale of efficiency of production for several industries. Foreign investment was
allowed in select industries and norms under the MRTP Act were relaxed.
These reforms led to a rise in the trend rate of growth of real GDP from 3.7% in the seventies to
5.4% in the eighties. However the major set of reforms came in 1991 in response to a series of
macroeconomic crises that hit the Indian economy in 1990-91.

Several industries were deregulated, the Indian rupee was devalued and made convertible on the
current account and tariffs replaced quantitative restrictions in the area of trade.
The initiation of reforms led to a drop in the growth of real GDP between 1990 – 1992, but this
averaged at about 5.5% per annum after 1992. The decline in GDP in the years after reforms was
the outcome of devaluation and the contractionary fiscal and monetary policies taken in 1991 to
address the foreign exchange crisis. Thus the Industrial Policy in India moved from a position of
regulation and tight control in the sixties and seventies, to a more liberalized one in the eighties
and nineties.
The two-wheeler industry in India has to a great extent been shaped by the evolution of the
industrial policy of the country. Regulatory policies like FERA and MRTP caused the growth of
some segments in the industry like motorcycles to stagnate.
These were later able to grow (both in terms of overall sales volumes and number of players)
once foreign investments were allowed in 1981.
The reforms in the eighties like “broad banding’ caused the entry of several new firms and
products which caused the existing technologically outdated products to lose sales volume and/or
exit the market. Finally, with liberalization in the nineties, the industry witnessed a proliferation
in brands Motorcycles have made their debut around the 1950s; this section looks at the two
wheelers which have over the years caught the imagination of country. It was in the year 1954
that the Indian government ordered for total number of 800 motorcycles to man
Pakistani borders. In came the Bullets which were initially launched in England as a 350cc bike
and it was upgraded to 500cc a year or so later. These bikes have remained unaltered, barring
some cosmetic changes which have undergone over the years.

Two Wheelers in India

The feeling of freedom and being one with the Nature comes only from riding a two wheeler.
Indians prefer the two wheelers because of their small manageable size, low maintenance, and
pricing and easy loan repayments. Indian streets are full of people of all age groups riding a two
wheeler. Motorized two wheelers are seen as a symbol of status by the populace. Thus, in India,

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we would see swanky four wheels jostling with our ever reliable and study steed the two
wheeler.
Two Wheeler Manufacturers
The two-wheeler manufacturers are especially encouraged by the enthusiasm of the young riders
who look for trendy products all the time. Some of the motorbike manufacturers are also
targeting young ladies and making bikes available that are comfortable.
The launch of the Mopeds has revolutionized the entire concept of transportation for the
women’s. Mopeds are light weight, easy to drive and cost effective. In a way- Mopeds are tailor
made keeping the needs of young girls and office going women’s in mind.
Such is the craze for bikes, that it comprises the major percentage of the two-wheeler industry,
followed by mopeds and scooters. Now, college going crowd and youths find bikes smarter and
better for transportation. The best part about a bike is that it provides quick and easy
transportation, and can be parked anywhere around.
Moreover, now-a-days getting finance or a loan has become a trouble free affair and the numbers
of bike riders are only growing with each passing day. Your two-wheeler also needs your care
and attention all the time. With automobile India, you need not worry about the maintenance tips,
statistics, insurance, finance and latest trends in the two wheeler industry. It is all there at the
click of your mouse.
 CHAPTER-3
Company
Profile

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Customer satisfaction

Bev series introduction:

A battery electric vehicle (BEV), pure electric vehicle, only-electric vehicle or all-electric
vehicle is a type of electric vehicle (EV) that exclusively uses chemical energy stored in
rechargeable battery packs, with no secondary source of propulsion (e.g. hydrogen fuel cell,
internal combustion engine, etc.).

Best Electric Vehicle

Who We Are
Inspired by the call our honorable prime minister coupled with the dynamic leadership in the
state of Andhra Pradesh to create more employment opportunities and develop environment
friendly systems within the reach of the common man, we established BEV Series. Which is an
innovative brandbringingthe new generation smart electric vehicles. We deal in manufacturing,
assembling supplying, exporting and distribution of battery-operated passenger & commercial
vehicles. We are confident that, we have the power to change the how the world travels
We are confident that, we have the power to change the how the world travels. Our strategy is
very clear and long life. Our innovations allow us to power the products that are both – eco
friendly as well cost effective. BEV’s products are able to cover the long distances at higher
speeds at lower cost & emissions.

Salient Features
Large scale job creation Supporting government for Swatch Bharat AbhiyanEco-friendly

logistic system with Fuel efficiency, Productivity & flexibilityChange in lifestyle Clean air

Cheaper cost of transportationBusiness opportunity empowermentIntelligent transport

system - technology driven with latest & smart technology

We Offers
 Multiple Products for Multiple Industries One Step Solution for E Vehicles that connect

user to the smart world and more...

Our Vision & Strategy

BEV Series Inc aims to predominant transportation mode in affordable and sustainable transport
system that is preferably powered by renewable energy and does not produce harmful
emissions.It also aims to encourage people to reduce energy consumption, harmful emissions,
and improve local and global air quality.It aims to generate more employment in the
economy.Our strategy is very clear and long life. Our innovations allow us to power the products
that are both eco-friendly as well cost effective. BEV’s products can cover the long distances at
higher speeds at lower cost & emissions.
Goal
We should be able to provide quality and affordable electric vehicle options to all sections of the
society: low-income, middle class, differently abled people, senior citizens, women, and the
youth. Every Indian should enjoy the ride that makes the difference, keeping earth clean!
Project Concept & Scope
Large Production Capacity:

- Capacity of large production. India is an important market for us. Planned to occupy the

untouched market with our brand.

Customized Vehicles:

- Customized Vehicles is very important tool to attract customer in a huge number. Yes, we can

attract customer to provide a Customized Vehicles of customer own brand with technical and

safety features.

Diverse Product Catalog:

- We are continuously evolving, taking those risks that keeps us on toe tips and investing smart

technologies and wide variety of options but all in eco-friendly electric segment.

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Customer satisfaction

Product Specialties
We are very proud to announce our “Tricycle e-scooter” models which enables Differently
Abled People and Senior Citizens to enjoy eco-friendly ride with comfort and safety. Low
maintenance and running cost is important feature of our e-bike.

Our product is best in the market by its rich features, style, and quality standards for an
unbeatable price.

Our business model reflects the social respect for all sections of the people and we never ignored
this motto. Launched this E-vehicle after investing in R&D for an affordable and comfortable
vehicle. We are humble yet confident that our product is the best in the market. We set our
standards high as we establish the market that challenges us. When you see our vehicle next any
competitor vehicle one will realize the care, we took in every aspect right from look to the
features and ultimately feel the smooth ride

Note: You will not find these model vehicles in the market even from big giants in industry who
are operating for years (the profitability is very low!) but we are committed to provide a ride to
all with no discrimination. We have a joy in providing this model and truly wish to see a smile
on the rider’s face and his/her supporting family.

With this partnership you are not only helping us to do more but encouraging selfless
entrepreneurship. Go green!

Best Electric Vehicle

Regulations Job creation Supporting government for Swatch Bharat Abhiyan
Eco-friendly logistic system Fuel efficiency Productivity & flexibility
Change in lifestyle Clean air Cheaper cost of transportation Business opportunity Empowerment
Intelligent transport system Technology driven Upgraged & latest technology

Our Features

BEV- PRO GT-Model

Large Production Capacity

Capacity of large production. India is an important market for us. Planned to occupy the untouched
market with our brand.

BEV-RACE -Power-Model

ICAT Approved Models

"BEV" all models are Approved by ICAT and Supertech have nature to manufacture the vehicle
with extra safety features and technical strong.

BEV - Sweety Pro

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Customer satisfaction

Customised Vehicles

Customosed Vehicles is very important tool to atract customer in a huge number. Yes, we can
attract customer to provide a Customised Vehicles of customer own brand with technical and
safety features.

BEV-RACE -Power-Model

Liquid Paint
For the diverse requirements of our clients we are involved in offering an extensive range of
Liquid Paint for long life of Vehicles. Offered products are highly demanded in market due to
their fine quality and durability.

BEV-PRO GT-Model
Auto Power Cut
We have auto powet cut features, which helps the long life for battery.

Our Models
BEV-PRO GT-Model

BEV - PRO GT Model

"PRO GT" comes with a range of 60 KM to 70 KM, The charging time for the battery is between
5 to 6 hours, and the bike has a top speed of Economy- 30 km/h / Turbo- 40km/h, Front
Telescopic Suspension,LED Headlight , Digital Speedometer with Central Locking key,

BEV-GT-Power-Model

BEV - GT "RACE Power" Model

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Customer satisfaction

"Race Power" Comes with a range of 70 KM to 80 KM, The charging time 6 to 7 hours, Top
speed of Economy- 30 km/h / Turbo- 45km/h , 60 Watts Battery, Front Disk Break with
Telescopic Suspension, Alloy wheel with 3 X 10 Tubeless Tyres, LED Headlight With DRL ,
Digital keyless entry, Central Locking..

BEV - V "Pro" Model

BEV - Sweety "Pro" Model

"Sweety-Pro " comes with a range of 60 KM to 70 KM, The charging time 5 to 6 hours, Top speed of
Economy- 30 km/h / Turbo- 40km/h , 48 Watts Battery, Micro Charge With Auto Cut System,
Loading Capacity 150 KG, Front Disk Break with Telescopic Suspension, Alloy wheels 3 X 10
Tubeless Tyres, LED Headlight, Digital Speedometer with Central Locking...

BEV PRO GT Model

BEV - PRO GT Model

BEV "PRO GT" is value for money Electic Scooty, 100% Eco-friendly, Attractive look, New
Design, Good space, Easy to charge, Low maintenance and Easy to ride Scooty. Power is
suitable for all age.

Color Options
Red White Black
Specifications - PRO GT Model
Battery Type - LiPo4+
 Battery Type  LiPo4+
 Batt.Spec.  60 V 30 AH
 Range  100 – 110
 Charging Time  4 - 5 Hrs
 Front – Drum
 Break System  Rear – Drum
 Head Light  LED
 Back Light  LED
 Wheel  Alloy
 Load Capacity  150 Kgs
 Tyre Size  3.1
 Grading  21 Degrees
 Dimension ( L x W
xH)  1875 x 700 x 1120
 Ground Clerance  170 mm
 Front - Telescopic
 Suspension   Rear - Double Shocker

Specifications - PRO GT Model

Battery Type - LiPo4
 
 Battery Type  LiPo4

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Customer satisfaction

 Batt.Spec.  60 V 20 AH

 Range  60 – 70

 Charging Time  3 - 4 Hrs

 Front – Drum

 Break System  Rear – Drum

 Head Light  LED

 Back Light  LED

 Wheel  Alloy

 Load Capacity  150 Kgs

 Tyre Size  3.1

 Grading  21 Degrees

 Dimension ( L x W x
H)  1875 x 700 x 1120

 Ground Clerance  170 mm

 Front - Telescopic

 Suspension   Rear - Double Shocker

 

Specifications - PRO GT Model

Battery Type - VRLA
 
 
 

 Battery Type  VRLA

 Batt.Spec.  48 V 26-28 AH

 Range  50 – 60

 Charging Time  6 - 8 Hrs

  Front – Drum

 Break System  Rear – Drum

 Head Light  LED

 Back Light  LED

 Wheel  Alloy

 Load Capacity  150 Kgs

 Tyre Size  3.1

 Grading  21 Degrees

 Dimension ( L x W x
H)  1875 x 700 x 1120

 Ground Clerance  170 mm

 Front - Telescopic

 Suspension   Rear - Double Shocker

 
 

SJCET MBA
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Customer satisfaction

Best Electric Vehicle

GT-RACE Power
BEV

PRO GT-Model
BEV

Sweety-Pro
BEV

GT-RACE Power
BEV
Sweety - Pro
BE

BEV - GT "Race Power" Model

BEV - GT "Race Power" Model

IT'S TIME TO RIDE ELCTRIC
BEV "Race Power" is value for money Electic Scooty, 100% Eco-friendly, Attractive look, New
Design, Good space, Easy to charge, Low maintenance and Easy to ride Scooty. Power is suitable for
all age.

Color Options
Green Red Blue
Specifications - GT "Race Power" Model
Battery Type - LiPo4+
 Battery Type  LiPo4+

 Batt.Spec.  60 V 30 AH

 Range  100 – 110

 Charging Time  4 - 5 Hrs

 Front – Disk

 Break System  Rear – Drum

 Head Light  LED

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Customer satisfaction

 Back Light  LED

 Wheel  Alloy

 Load Capacity  150 Kgs

 Tyre Size  3.1

 Grading  21 Degrees

 Dimension ( L x W x
H)  1970 x 720 x 1070

 Ground Clerance  170 mm

 Front - Telescopic

 Suspension   Rear - Double Shocker

Specifications - GT "Race Power" Model

Battery Type - LiPo4
 Battery Type  LiPo4

 Batt.Spec.  60 V 20 AH

 Range  60 – 70

 Charging Time  3 - 4 Hrs

 Front – Disk

 Break System  Rear – Drum

 Head Light  LED

 Back Light  LED

 Wheel  Alloy

 Load Capacity  150 Kgs

 Tyre Size  3.1

 Grading  21 Degrees

 Dimension ( L x W x
H)  1970 x 720 x 1070
 Ground Clerance  170 mm

 Front - Telescopic

 Suspension   Rear - Double Shocker

 

Specifications - GT "Race Power" Model

Battery Type - VRLA
 

 Battery Type  VRLA

 Batt.Spec.  48 V 26-28 Ah

 Range  60 – 70

 Charging Time  6 - 8 Hrs

 Front – Disk

 Break System  Rear – Drum

 Head Light  LED

 Back Light  LED

 Wheel  Alloy

 Load Capacity  150 Kgs

 Tyre Size  3.1

 Grading  21 Degrees

 Dimension ( L x W x
H)  1970 x 720 x 1070

 Ground Clerance  170 mm

 Front - Telescopic

 Suspension   Rear - Double Shocker

 
 

SJCET MBA
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Customer satisfaction

Best Electric Vehicle

GT-Race Power
BEV

PRO GT-Model
BEV

Sweety-Pro
BEV

GT-Race Power
BEV

Sweety-Pro
BEV

BEV - Sweety "Pro" Model

BEV - Sweety "Pro" Model
LIVE TO RIDE.RIDE TO LIVE
BEV "Sweety-Pro " is value for money Electic Scooty, 100% Eco-friendly, Attractive look, New
Design, Good space, Easy to charge, Low maintenance and Easy to ride Scooty. Power is suitable for
all age.

Color Options
Blue White Red
Yellow Black Grey
Specifications - Sweety "Pro"

Battery Type - " LiPo4+ "

 Model  Sweety Pro

 Battery Type  LiPo4 +

 Batt.Spec  60V 36Ah

 Range  100 – 110

 Charging Time  4 - 5 hrs

 Front - Disk
 Break System  Rear – Drum

 Head Light  LED

 Back Light  LED

 Wheel  Alloy

 Load Capacity  150 Kgs

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Customer satisfaction

 Tyre Size  3.1

 Grading  22 Degrees.

 Dimension ( L x W x H )  1750 X 700 X 1100

 Ground Clearance  170 mm

 Front - Telescopic

 Suspension  Rear - Double Shocker

Specifications - Sweety "Pro"

Battery Type - " LiPo4 "

 Model  Sweety Pro

 Battery Type  LiPo4

 Batt..Spec...  60V 24Ah

 Range  60 – 70

 Charging Time  3 - 4 hrs

 Front - Disk
 Break System  Rear – Drum

 Head Light  LED

 Back Light  LED

 Wheel  Alloy

 Load Capacity  150 Kgs

 Tyre Size  3.1

 Grading  22 Degrees.

 Dimension ( L x W x H )  1750 X 700 X 1100

 Ground Clearance  170 mm

  Front - Telescopic

 Suspension  Rear - Double Shocker

Specifications - Sweety "Pro"

Battery Type - " VRLA "

 Model  Sweety Pro

 Battery Type  VRLA

Batt. Spec  48V 26-28Ah

 Range  50 – 60

 Charging Time  6 - 8 hrs

 Front - Disk

 Break System  Rear – Drum

 Head Light  LED

 Back Light  LED

 Wheel  Alloy

 Load Capacity  150 Kgs

 Tyre Size  3.1

 Grading  22 Degrees.

 Dimension ( L x W x H )  1750 X 700 X 1100

 Ground Clearance  170 mm

 Front - Telescopic

 Suspension  Rear - Double Shocker

 
 

SJCET MBA
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Customer satisfaction

Best Electric Vehicle

GT- Race Power

BEV

PRO GT-Model
BEV

Sweety-Pro
BEV

GT-Race Power
BEV
Sweety-Pro
B

BEV E WISH Model

BEV - E WISH Model
BEV "E WISH MODEL" is value for money Electic Scooty, 100% Eco-friendly, Attractive look,
New Design, Good space, Easy to charge, Low maintenance and Easy to ride Scooty. Power is
suitable for all age.
Color Options

Red White Black
Specifications - E WISH Model
 Battery Type  48V 90Ah

 Charging Time  4-5 Hrs

 Battery Warrenty  2 Years

 Range  100 Km

 Motor  1000 WATS

 Controller  24 Tube

 Converter  20 AMP

 Shocker  43 mm Dia , 31 inches semi Hydraulic

 Roof  ABS

 Meter  Digital

 Locking  Center Locking,

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Customer satisfaction

 CHASIES BODY
WARRANTY  2 Years

 Tyres  CEAT

 Music  USB BLUETOOTH SYSTEM

 DIFFRENTIAL  33 INCH HEAVY

REAR SUSPENSION  5 PATTI KAMANI WITH EXTERNAL HYDRAULIC SCHOCKERS

DIMENSIONS  1.8 METER HIGHT, WIDTH 1 METER, 2.8 METER LENGTH

LOADING
CAPECITY  554 K.G ( ACCORDING TO ICAT )

Best Electric Vehicle

GT-RACE Power
BEV

PRO GT-Model
BEV
Sweety-Pro
BEV

GT-RACE Power
BEV

Sweety - Pro
BEV

BEV E - TOURIEST
Model
BEV - E TOURIEST WISH Model

SJCET MBA
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Customer satisfaction

BEV "E TOURIEST WISH Model" is value for money Electic Scooty, 100% Eco-friendly,
Attractive look, New Design, Good space, Easy to charge, Low maintenance and Easy to ride
Scooty. Power is suitable for all age.

Color Options
Red White Black
Specifications - E WISH Model
 Battery Type  48V 120Ah

 Charging Time  8-9 Hrs

 Battery Warrenty  1 Years

 Range  100 Km

 Motor  1000 WATS

 Controller  24 Tube

 Converter  20 AMP

 Shocker  43 mm Dia , 31 inches semi Hydraulic

 Roof  ABS

 Meter  Digital

 Locking  Center Locking,

 CHASIES BODY
WARRANTY  2 Years

 Tyres  CEAT

 Music  USB BLUETOOTH SYSTEM

 DIFFRENTIAL  33 INCH HEAVY

REAR SUSPENSION  5 PATTI KAMANI WITH EXTERNAL HYDRAULIC SCHOCKERS

DIMENSIONS  1.8 METER HIGHT, WIDTH 1 METER, 2.8 METER LENGTH

LOADING
CAPECITY  554 K.G ( ACCORDING TO ICAT )
 Best Electric Vehicle

GT-RACE Power
BEV

PRO GT-Model
BEV

Sweety-Pro
BEV

GT-RACE Power
BEV

SJCET MBA
Page 48
Customer satisfaction

CHAPTER -4
Theorectical
frame work
 THEORYTICAL FRAMEWORK
Customer satisfaction is a term frequently used in marketing. While it's often abbreviated as
CSAT, it is more correct to abbreviate it as CSAT. It is a measure of how products and services
supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as
"the number of customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of
nearly 200 senior marketing managers, 71 percent responded that they found a customer
satisfaction metric very useful in managing and monitoring their businesses.
It is seen as a key performance indicator within business and is often part of a Balanced
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.
"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.... These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective."
Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able
do this, firms need reliable and representative measures of satisfaction."In researching
satisfaction, firms generally ask customers whether their product or service has met or exceeded
expectations. Thus, expectations are a key factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed and will likely rate their
experience as less than satisfying. For this reason, a luxury resort, for example, might receive a
lower satisfaction rating than a budget motel “even though its facilities and service would be
deemed superior in 'absolute' terms."The importance of customer satisfaction diminishes when a
firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and
Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain
product or service exist. As such, many cell phone plan contracts have a lot of fine print with
provisions that they would never get away if there were, say, 100 cell phone plan providers,
because customer satisfaction would be far too low, and customers would easily have the option
of leaving for a better contract offer.
A business ideally is continually seeking feedback to improve customer satisfaction.

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Customer satisfaction

"Customer satisfaction provides a leading indicator of consumer purchase intentions and

loyalty." "Customer satisfaction data are among the most frequently collected indicators of
market perceptions. Their principal use is twofold:"
"Within organizations, the collection, analysis and dissemination of these data send a message
about the importance of tending to customers and ensuring that they have a positive experience
with the company's goods and services."
"Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will make
further purchases in the future. Much research has focused on the relationship between customer
satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly
realized at the extremes."
On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become
return customers and might even evangelize for the firm. (A second important metric related to
satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed
customers who indicate that they would recommend a brand to friends."
When a customer is satisfied with a product, he or she might recommend it to friends, relatives
and colleagues. This can be a powerful marketing advantage.) "Individuals who rate their
satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by
making negative comments about it to prospective customers. Willingness to recommend is a
key metric relating to customer satisfaction." "In literature antecedents of satisfaction are studied
from different aspects. The considerations extend from psychological to physical and from
normative to positive aspects. However, in most of the cases the consideration is focused on two
basic constructs as customers expectations prior to purchase or use of a product and his relative
perception of the performance of that product after using it.
Expectations of a customer on a product tell us his anticipated performance for that product. As
it is suggested in the literature, consumers may have various "types" of expectations when
forming opinions about a product's anticipated performance. For example, four types of
expectations are identified by Miller (1977): ideal, expected, minimum tolerable, and desirable.
While, Day (1977) indicated among expectations, the ones that are about the costs, the product
nature, the efforts in obtaining benefits and lastly expectations of social values. Perceived
product performance is considered as an important construct due to its ability to allow making
comparisons with the expectations. It is considered that customers judge products on a limited
set of norms and attributes. Olshav sky and Miller (1972) and Olson and Dover (1976) designed
their researches as to manipulate actual product performance, and their aim was to find out how
perceived performance ratings were influenced by expectations. These studies took out the
discussions about explaining the differences between expectations and perceived performance."
In some research studies, scholars have been able to establish that customer satisfaction has a
strong emotional (i.e., affective component). Still others show that the cognitive and affective
components of customer satisfaction reciprocally influence each other over time to determine
overall satisfaction.
Especially for durable goods that are consumed over time, there is value to taking a dynamic
perspective on customer satisfaction. Within a dynamic perspective, customer satisfaction can
evolve over time as customers repeatedly use a product or interact with a service. The
satisfaction experienced with each interaction (transactional satisfaction) can influence the
overall, cumulative satisfaction. Scholars showed that it is not just overall customer satisfaction,
but also customer loyalty that evolves over time.
The Disconfirmation Model
"The Disconfirmation Model is based on the comparison of customers’ [expectations] and their
[perceived performance] ratings. Specifically, an individual’s expectations are confirmed when a
product performs as expected. It is negatively confirmed when a product performs more poorly
than expected. The disconfirmation is positive when a product performs over the expectations
(Churchill & Suprenant 1982). There are four constructs to describe the traditional
disconfirmation paradigm mentioned as expectations, performance, disconfirmation and
satisfaction." "Satisfaction is considered as an outcome of purchase and use, resulting from the
buyers’ comparison of expected rewards and incurred costs of the purchase in relation to the
anticipated consequences. In operation, satisfaction is somehow similar to attitude as it can be
evaluated as the sum of satisfactions with some features of product." "In the literature, cognitive
and affective models of satisfaction are also developed and considered as alternatives (Pfaff,
1977). Churchill and Suprenant in 1982, evaluated various studies in the literature and formed an
overview of Disconfirmation process in the following figure:"
Construction
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 measured at the individual level, but it is almost always reported at an
aggregate level. It can be, and often is, measured along various dimensions. A hotel, for
example, might ask customers to rate their experience with its front desk and check-in service,
with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a
holistic sense, the hotel might ask about overall satisfaction 'with your stay.'"As research on
consumption experiences grows, evidence suggests that consumers purchase goods and services
for a combination of two types of benefits: hedonic and utilitarian. Hedonic benefits are
associated with the sensory and experiential attributes of the product. Utilitarian benefits of a
product are associated with the more instrumental and functional attributes of the product (Batra
and Athola 1990).
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. 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 options the customer may have and other products against
which the customer can compare the organization's products.
Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides
the basis for the measurement of customer satisfaction with a service by using the gap between
the customer's expectation of performance and their perceived experience of performance. This
provides the measurer with a satisfaction "gap" which is objective and quantitative in nature.
Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of
combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures
(perception and expectation of performance) into a single measurement of performance
according to expectation.
The usual measures of customer satisfaction involve a survey using a Like at scale. The customer
is asked to evaluate each statement in terms of their perceptions and expectations of performance
of the organization being measured.

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Customer satisfaction

Good quality measures need to have high satisfaction loadings, good reliability, and low error
variances. In an empirical study comparing commonly used satisfaction measures it was found
that two multi-item semantic differential scales performed best across both hedonic and
utilitarian service consumption contexts. A study by Wirtz & Lee (2003), found that a six-item 7-
point semantic differential scale (for example, Oliver and Swan 1983), which is a six-item 7-
point bipolar scale, consistently performed best across both hedonic and utilitarian services. It
loaded most highly on satisfaction, had the highest item reliability, and had by far the lowest
error variance across both studies. In the study, the six items asked respondents’ evaluation of
their most recent experience with ATM services and ice cream restaurant, along seven points
within these six items: “pleased me to displeased me”, “contented with to disgusted with”, “very
satisfied with to very dissatisfied with”, “did a good job for me to did a poor job for me”, “wise
choice to poor choice” and “happy with to unhappy with”. A semantic differential (4 items) scale
(e.g., Eroglu and Machleit 1990), which is a four-item 7-point bipolar scale, was the second best
performing measure, which was again consistent across both contexts. In the study, respondents
were asked to evaluate their experience with both products, along seven points within these four
items: “satisfied to dissatisfied”, “favorable to unfavorable”, “pleasant to unpleasant” and “I like
it very much to I didn’t like it at all”. The third best scale was single-item percentage measure, a
one-item 7-point bipolar scale (e.g., Westbrook 1980). Again, the respondents were asked to
evaluate their experience on both ATM services and ice cream restaurants, along seven points
within “delighted to terrible”.
Finally, all measures captured both affective and cognitive aspects of satisfaction, independent of
their scale anchors. Affective measures capture a consumer’s attitude (liking/disliking) towards a
product, which can result from any product information or experience. On the other hand,
cognitive element is defined as an appraisal or conclusion on how the product’s performance
compared against expectations (or exceeded or fell short of expectations), was useful (or not
useful), fit the situation (or did not fit), exceeded the requirements of the situation (or did not
exceed).
Recent research shows that in most commercial applications, such as firms conducting customer
surveys, a single-item overall satisfaction scale performs just as well as a multi- item scale.
Especially in larger scale studies where a researcher needs to gather data from a large
number of customers, a single-item scale may be preferred because it can reduce total survey
error.
 CHAPTER-5
Data analysis
and
interpretation
SJCET MBA
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Customer satisfaction

1.Number of persons using the bikes?

Customer Number of persons Percentage

STUDENTS 20 59%

EMPLOYEES 14 23%

BUSINESS MAN 10 10%

FORMER 06 8%

Total 50 100%

Sales
8%

10%
Students
Employees
Business men
Former

23% 59%

Interpretation
From the above graph we conclude that, 59% of the students , 23% of the employees , 10% of
the business men , and 8% of the Formers are using the bikes.
2.TABLE SHOWING- THE PROFILE OF THE RESPONDENTS BASED
ON GENDER

GENDER NO OF PERCENTAGE
RESPONDENTS

MALE 83 83%

FEMALE 17 17%

TOTAL 100 100

Sales
17%

Male
Female

83%

Interpretation
From the above table it is clear that 83% of respondents were male and female
respondents constituted just 17% of total respondents.

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3.TABLE SHOWING THE ANNUAL INCOME GROUP OF

RESPONDENTS
INCOME GROUP NO OF PERCENTAGE
RESPONDENTS

BELOW 50,000 19 19%

50,001-1,00,000 37 37%

1,00,001-2,00,000 26 26%

2,00,001-3,00,000 7 7%

ABOVE 3,00,000 11 11%

TOTAL 100 100%

40

35

30

25

20

15

10

0
Below 50000 50001-100000 100001-200000 200001-300000 Above 300000

INTERPRETATION

From the above analysis we conclude that, 37% of respondents having income
range between 50,000-1,00,000/- are using bev series bikes mostly
4.TABLE SHOWING THE MODELS OF BEV SERIES BIKES, THE
RESPONDENTS CURRENTLY OWN
MODEL NO OF PERCENTAGE
RESPONDENTS

RACE POWER 14 14%

GT-MODEL 33 33%

SWEETY PRO 17 17%

RACE PRO 9 9%

OTHERS 27 27%

TOTAL 100 100%

Sales
Platina Pulsar Discover Avenger other
27% 14%

33%
9%

17%

INTERPRETATION

It is clearly showing that customers are not attracted to only one particular model
due to variants available. Most of the respondents are using race power bikes may
be because of reasonable price, attractive look, nice pickup etc,

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5.TABLE SHOWING FACTORS AFFECTING PURCHASE DECISION

FACTORS NO OF PERCENTAGE
RESPONDENTS

PRICE 10 10

BRAND IMAGE 11 11

MILEAGE 36 36

STYLE 29 29

ADVERTISEMENT 14 14

TOTAL 100 100

40

35

30

25

20

15

10

0
Price Brand image Millage Style Advertisment

INTERPRETATION
It is clearly showing that the purchase decisions of the customers were mainly influenced by the
mileage and style of the bike.
6.TABLE SHOWING THE SOURCE OF AWARENESS ABOUT THE
PRODUCT

SOURCE OF AWARENESS NO OF RESPONDENTS PERCENTAGE

FRIENDS 28 28%

RELATIVES 20 20%

TV ADDS 16 16%

NEWS PAPERS & 20 20%

MAGAZINS

OTHERS 16 16%

TOTAL 100 100%

Sales
Friends Relatives Tv adds
News papers & Magazings Others

16%
28%

20%

20%
16%

INTERPRETATION

From the above analysis we observed that major part of the customers came to know about the
product through friends and relatives. The other source of awareness is media

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7.TABLE SHOWING THAT FREQUENCY OF PROBLEM FACING

WHILE USING VEHICLE

PROBLEMS NO OF PERCENTAGE
RESPONDENTS

STARTING PROBLEM 18 18%

PICKUP 8 8%
MILEAGE 13 13%
BATTERY PROBLEM 31 31%
OTHERS 30 30%
TOTAL 100 100%

35

30

25

20

15

10

0
Starting problem Pickup Mileage Battery problem other

INTERPRETATION
It is clear that most of the respondents who are using bev series bikes are facing battery problems
8.TABLE SHOWING PURCHASING WAY OF CUSTOMERS

PURCHASED BY NO OF PERCENTAGE
RESPONDENTS

CASH 73 73%
LOAN 27 27%
TOTAL 100 100%

Sales
Cash Loan

27%

73%

INTERPRETATION
It is clear that customers are easily affording the price of Bev series bikes and they are not feeling
much problem with the amount

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9.TABLE SHOWS THAT HOW RESPONENTS FEELS ABOUT THE

MODEL OF BEV SERIES, WHILE COMPARING WITH OTHER BIKES

CRITERIA NO OF PERCENTAGE
RESPONDENTS

EXCELLENT 14 14%
GOOD 57 57%
AVERAGE 16 16%
NEED TO IMPROVE 9 9%
CAN’T SAY 4 4%
TOTAL 100 100%

Sales
4%
9% 14%

EXCELLENT
Good
16% Average
Need to improve
Cant say

57%

INTERPRETATION

Out of 100% respondents, it shows that nearly 70% of the respondents are satisfactory about the
model of Bev series bike while comparing with other Bikes.
10.TABLE SHOWS THAT OPINION OF RESPONDENTS TOWARDS
PRICE OF VEHICLE
OPINION OF NO OF REPONDENTS PERCENTAGE
CUSTOMERS

AFFORDABLE 51 51%
COMPETETIVE 26 26%
COMPARITIVELY HIGH 17 17%
COMPARITIVELY LOW 3 3%
LOW 3 3%
TOTAL 100 100%

60

50

40

30
51

20
26
10 17
0 0 0 0 0
3 3
0
Affordable Comptatve comp high comp low low

INTERPRETATION

From the above analysis we conclude that the price of bev series bike is satisfactory.

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11.TABLE SHOWING RECOMMENDATION OF BEV SERIES TWO-

WHEELERS PRODUCTS TO OTHERS

RECOMMEND NO OF PERCENTAGE
RESPONDENTS

YES 76 76%
NO 24 24%
TOTAL 100 100%

Sales

No

yes

INTERPRETATION

It is clearly showing that most of the respondents are interested to recommend Bev series bikes to
others.
 Chapter -6
Findings
suggestions
&
Conclusion

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FINDINGS
 It is revealed that majority of the respondents are between 20 and 30 years. From this we
can conclude younger generation and middle age are more interested in Bajaj bikes may
be because this is the age where they start earning.

 The important factors which effect the buying decision of the customer is the Mileage
and Style of the bike.

 Majority of the respondents were aware about the product through the Friends, Relatives
and TV adds.

 From the analysis we came to know that the present brand image of Bev series two-
wheeler is good.

 The study reveals that majority of respondents are dissatisfied with resale value of Bev
series.

Customers are easily affording the price of Bajaj bikes and they are not feeling much problem
with the amount and purchasing way of most of the customers is leading in cash
SUGGESTIONS

 More attention should be kept on complaints given by customers and serve them well.

 Feedback should be taken by after the service of the vehicle and try to deliver the better
service next time.

 More authorized service station should be opened in the city.

 Management should try to reduce service charges as much as possible by keeping in

mind other service centers charges.

 Display the latest version of bike to attract the customer and satisfy number or of model
released.

 By providing better service the resale value of the bike will be good.

 Management should make availability of sufficient motorcycle model and genuine spare
parts.

 Should improve the after sales service- During the survey it was found that Bajaj is not
satisfying all their customers.

 Increase in customer query response- During the it was found that dealers are not
satisfying the queries of customers and so suggested to increase customer query response
by dealers.

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CONCLUSION
The project entitled “A study on customer satisfaction towards
Bev series two-wheeler products” under taken by the researcher would help the dealer to
understand the whether the customers are satisfied or not. If not, what are the main reasons for
dissatisfaction of customers towards the dealer, services, products and what are the ways of
improving the satisfaction level of customers.
We can conclude that younger generation and middle generation are more
interested in purchasing Bev series bikes. It reveals that mileage effectiveness is mostly
influences the customer to buy the Bev series two wheelers. Majority of the respondents were
aware about the
product through the Friends, Relatives and TV adds.Bev series need to improve on battery of
their
bikes; because customers have facing this problem while using the Bev series bikes. Bev series
doing very
well on its durability of bikes, comfortable ride, and after sales services for increases their sales.
Most of buyers are satisfied with the price, mileage, look & style provided by Bajaj. Look &
style of bike is associated with age of buyers; whereas there is no association between
occupation and Brand image of Bev series bikes.The overall performance of the Bev series two-
wheeler is
good. In all the Bev series two wheelers, pulsar is the most carved by customers.
Appendix:
Questionnaire
Name: ______________

Full address: ___________

Phone number: _____________

Email address: ______________

Gender: ______________

Date of birth: ___/___/_____

1.Number of persons using the bikes?

a).STUDENTS
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b).EMPLOYEES
c).BUSINESS MAN
d).FORMER
e).Total

2.TABLE SHOWING- THE PROFILE OF THE RESPONDENTS BASED ON

GENDER
a).MALE
b).FEMALE
c).TOTAL

3.TABLE SHOWING THE ANNUAL INCOME GROUP OF RESPONDENTS

a).BELOW 50,000
b).50,001-1,00,000
c).1,00,001-2,00,000
d).2,00,001-3,00,000
e).ABOVE 3,00,000
f).TOTAL

4.TABLE SHOWING THE MODELS OF BEV SERIES BIKES, THE

RESPONDENTS CURRENTLY OWN
a)RACE POWEr
b)GT-MODEL
c)SWEETY PRO
d)RACE PRO

5.TABLE SHOWING FACTORS AFFECTING PURCHASE DECISION

a)PRICE
b)BRAND IMAGE
c)MILEAGE
d)STYLE
e)ADVERTISEMENT

6.TABLE SHOWING THE SOURCE OF AWARENESS ABOUT THE

PRODUCT
a)FRIENDS
b)RELATIVES
c)TV ADDS
d)NEWS PAPERS & MAGAZINS
7.TABLE SHOWING THAT FREQUENCY OF PROBLEM FACING WHILE
USING VEHICLE
a)STARTING PROBLEM
b)PICKUP
c)MILEAGE
d)BATTERY PROBLEM

8.TABLE SHOWING PURCHASING WAY OF CUSTOMERS

a)CASH
b)LOAN

9.TABLE SHOWS THAT HOW RESPONENTS FEELS ABOUT THE MODEL

OF BEV SERIES, WHILE COMPARING WITH OTHER BIKES
a)EXCELLENT
b)GOOD
c)AVERAGE
d)NEED TO IMPROVE
e)CAN’T SAY

10.TABLE SHOWS THAT OPINION OF RESPONDENTS TOWARDS PRICE

OF VEHICLE
a)AFFORDABLE
b)COMPETETIVE
c)COMPARITIVELY HIGH
d)COMPARITIVELY LOW
e)LOW

11.TABLE SHOWING RECOMMENDATION OF BEV SERIES TWO-

WHEELERS PRODUCTS TO OTHERS
a)yes
b)no

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Bibliography
Official websites

www.bevseries.com
www.wipedia.com
www.google.com

BOOK:
Philip Kotler marketing management