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

Chapter-1
Introduction

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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

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.

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 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

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