Customer Satisfaction Towards Bajaj Pulsar 220

CUSTOMER SATISFACTION TOWARDS BAJAJ PULSAR -220
CHAPTER-1
INTRODUCTION
1.1: INTRODUCTION:
The aim of marketing is to meet and satisfy target customer’s needs & wants.
The field of consumer behavior studies how individuals, groups & organisation
select, buy, use and dispose goods services, ideas or experiences to satisfy their
needs and desires.
Understanding consumer behaviors and “Knowing customers” are never

simple. Customers may say one thing but do another. They may not be in touch
with their deeper motivation, they may respond to influences that change their
mind at the last minute.
In the modern marketing, it is absolutely necessary on the part of the producer

to know the value structure of the society and the preferential motives of the
consumer, because profit is the main motive for the producers. Marketers are
the “life blood of business”.
Today, the customer is the king and the life of the modern marketing concept.
To succeed in the modern market, a thorough study of consumer behavior is
essential. The introduction of consumer needs and desires and satisfaction of
the consumers is in fact the real difference between the traditional concept of
marketing and the modern concept of marketing.
Motorcycles have a larger wheelbase and are preferred for their fuel efficiency,
economy and low maintenance. They usually have a four-stroke engine for
better fuel economy and low pollution level, and their by two stroke for power
rides.. Bajaj Auto ,Hero ,Honda,, BAJAJ , Yamaha motorcycles, Royal Enfield
motors are some of the companies which produce motorcycles in India. The
four stroke and two stroke engines of the motorcycles are mainly responsible
for the growth of the segment of two wheelers in the country.
GOVT ARTS COLLEGE (AUTONOMOUS), CHITRADURGA. Page 1

Any industry or unit aims at consumer satisfaction is dependent on consumer

tastes and satisfaction. Studying customer provides clues for developing new
products, product features, prices, channels, messages & other marketing mix
elements.
1.2: OBJECTIVES OF THE STUDY:
The purpose of research is to discover answer to questions through the
application of scientific procedures. The main claim of research is to find out
the truth, which is hidden, and which has not been discovered yet. So, each
research study has its own specific purpose or objectives. The objectives of this
research study are as under:
Main Objective
To know Overall satisfaction level of customers using Pulsar 220
Sub Objective
1)To know what customer wants extra .
2)To know the popularity of Pulsar 220
3)To know preference criteria of customers for buying Pulsar 220
4)To know the color of the bike customer preferred most.
5)To know most preferable payment scheme (Cash or EMI)
6)To know the competitors of the industry.
7)to know customers opinion towards the service provided by the dealer.
8)To gather and feed up suggestions given by the customers
1.3: SCOPE OF THE STUDY

1) The main objective of the study is to know the Customer Satisfaction

towards Pulsar 220 with special reference to BAJAJ Motors Chitradurga.
2) The study includes and extends to the survey made for customer to gather
opinions of the customers.
3) The Respondents sample size of customer is limited to 25.
4) The study is limited to the Chitradurga city only.
5) To identify the marketing opportunities and problems of Bajaj products.
6) To assess the competitive strength of Bajaj products.
1.4: RESEARCH METHODOLOGY:
Research is an art of scientific investigation, which helps to search for the

knowledge. Research methodology considers following items:
Research Design:
The nature of this research is exploratory one. Because exploratory research
studies are normally concerned with finding out the general nature of the
problem and the different variables that are related to the problem. These kinds
of research are very flexible, convenient and done by simple survey. It gives
subjective evaluation of the research.
Types of Data:
There are mainly two types of data,
 Primary data are those, which are collected for the first time and thus happen
to be original in character.
 Secondary data on the other hand are those, which have already been
collected by someone in the past.
For this research study we have used primary data as well as Secondary data.
Unit of analysis:
The tools used for Analyzing Data includes

 Editing
 Coding
 Tabulation
 Computer processing
Tabulation is a part of the technical procedures other in the classified data are
put in to table. There are main two method of tabulation, coefficient and
percentage comparison. For analyzing the data simple percentage comparison
method is used because it is an easier way to accurate result.
Sampling Design:
Target Population: -
The population for this research study consists of Customers of Pulsar 220
bike in Chitradurga
Sampling Unit: - 50
1.5: LIMITATIONS OF THE STUDY
1) The study is confined to dealers in Chitradurga Only.
2) The market size is big and sample survey conducted to this study is limited
to Bajaj dealer and customers only.
3) The responses may be biased.
4) The interview was held only with Respondents who were ready to spare the
time for it.
5) The study doesn’t include various other brands.
6) Time is the limiting factor.
p
1.6: CHAPTER SCHEME
This project is divided into 5 chapters:

1. Introduction :-
Introduction, objectives of the study, scope of the study, research

methodology, limitations of the study, Chapter Scheme
2.Industrial profile ,Company profile ,product profile, District profile and

Dealer profile.
3. Review of literature
Introduction, Introduction To Marketing, Marketing , Marketing Mix,

Customer Satisfaction
4. Analysis and interpretation:-
Introduction, tables and graphs
5.Finding, suggestions and conclusion
Finding, suggestions and conclusion
Annexure
Questionnaire,
Bibliography.

CHAPTER-2
INDUSTRY PROFILE
2.1 TWO-WHEELER INDUSTRY:
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. The
populace sees motorized two wheelers as a symbol of status. Thus, in India, we
would see swanky four wheels jostling with our ever reliable and sturdy steed:
The two-wheeler.
Two-wheeler is one of the rare industries, which is capital as well as labor

intensive. The setting up of a green field venture and ancillary network require
enormous capital investment. The assembly operation is highly labor
intensive.
Two-wheeler production entails an assembly of over 700 components,

including those sourced from vendors / independent service (about 60-70%). In
the engine plant, engine components (cast/ forged parts) are machined and
assembled along-with other components. The engine is then transferred to the
main plant and assembled with the body and bought out components.
Engine is the heart of an automobile. The function of an automobile engine is
to convert chemical energy of the fuel into mechanical energy, to power the
vehicle. In the engine, petrol and air mixture is burnt from the spark ignited by
a spark plug in a cylinder. The combustion builds up pressure, which pushes
the piston.
The reciprocal movement of the piston (riveted to a crankshaft) is converted in
rotating motion. The power is transmitted from the crankshaft to the wheels by
a mechanism of gears.

The engines can be broadly classified as two and four stroke engines based on
number of strokes used to produce a single power stoke. In a four-stroke engine
- suction, compression, power and exhaust operations are carried out by four
different strokes of the piston. Therefore four-stroke engine produces one
power stoke out of every four strokes of the piston. In a two-stroke engine one
power stroke is produced out of every two strokes of the piston.
Scooters originated in Italy and were designed for ladies, particularly nuns. It
has no bar in the front and the engine and wheels are covered for the
convenience of women riders. The scooter engine is shaft driven.
In India, Bajaj Auto started scooter manufacturing in 1972 in collaboration
with Piaggio, Italy. With the passage of time, scooters have taken considerable
position in domestic transport as they are considered as rugged yet safe family
vehicle. This perception was due to a larger board area, which can be used to
carry groceries and a better carrying capacity, which helps in driving three
adults on the vehicle. But the scooters suffered from poor aesthetics, low fuel
efficiency and difficulty in driving.
The introduction of ABS body along with variometric transmission by Kinetic

Honda changed the perception leading to a shift in demand from moped users
like youngsters and working women.
Motorcycle - the name is evolved from motorized cycle. A motorcycle has an

engine, wheels and chain exposed. Moreover, it is chain driven. Two-stroke
motorcycles are positioned as power bikes by making use of their high power
delivery to cater the young generation. Four-stroke motorcycle is positioned as
fuel-efficient and environment friendly vehicle.
Mopeds - the motorcycle with pedals is the entry-level two-wheeler. Mopeds

are the cheapest category of two wheelers, having low power compared to

scooters and motorcycles. Mopeds are most popular amongst college students,
ladies and low-income households. These vehicles cost in the range of
Rs12,000 and onwards. Mopeds are predominantly used for small distance
transportation. Mopeds are also used as the second vehicle in the family along
with car or scooter/motorcycle.
Autorickshaw, as the name BAJAJ KING ZX indicates is a motorised cycle

rikshaw, a three-wheeler. The shortage of personal and mass commute
transport in the country, easy maneuverability on narrow and crowded roads
and low operation costs gave rise to exponential growth for three-wheeler
industry in the country. Three-wheelers are also used as goods transport
vehicles for small distance transportation within the city limits.
The Indian three-wheeler industry is dominated with petrol and new cng engine
vehicles. But the dominance was threatened to an extent with the introduction
of diesel engines from Crompton Greaves, which provides a benefit of low
operating cost. But higher vibration and maintenance cost lead to drop in sales
of diesel engine three-wheelers.
Two-wheelers emit harmful pollutants such as carbon monoxide and

hydrocarbons. The emission norms are becoming stringent the world over. In
India, the norms are being implemented in two phases. While the first phase
Euro 1 norms have become applicable since April 1996, even more stringent
norms Euro 2 will come into effect from April 1, 2000.
The details about emission norms.
For the two-wheelers new emission norm for year 2000 will be an acid test as
none of the present models except four stroke vehicles confirm to the norms.
To full-fill emission norms the manufacturers have three options: to switch to

four-stroke engines, to fit catalytic converters for the existing models, to
improve upon the existing two-stroke engine.
2.2 COMPANY PROFILE

Bajaj Auto Limited is a global two-wheeler and three-wheeler manufacturing
company.[Bajaj Auto manufactures and sells motorcycles, scooters and auto
rickshaws. Bajaj Auto is a part of the Bajaj Group. It was founded by Jamnalal
Bajaj in Rajasthan in the 1940s. It is based in Pune, Mumbai, with plants
in Chakan (Pune), Waluj (near Aurangabad) and Pantnagar in Uttarakhand.The
oldest plant at Akurdi (Pune) now houses the R&D centre 'Ahead'.
Bajaj Auto is the world's sixth-largest manufacturer of motorcycles and the

second-largest in India. It is the world's largest three-wheeler manufacturer.
History
Bajaj scooter built under license from Vespa
Bajaj Auto came into existence on 29 November 1944 as M/s Bachraj Trading
Corporation Private Limited. It started off by selling imported two- and three-
wheelers in India. In 1959, it obtained a licence from the Government of
India to manufacture two-wheelers and three-wheelers and obtained Licence
from Piaggio to manufacture Vespa Brand Scooters in India and started making
Vespa 150 scooters, it became a public limited company in 1960. In 1970, it
rolled out its 100,000th vehicle. In 1977, it sold 100,000 vehicles in a financial
year. In 1985, it started producing at Waluj near Aurangabad. In 1986, it sold
500,000 vehicles in a financial year. In 1995, it rolled out its ten millionth
vehicle and produced and sold one million vehicles in a year.
With the launch of motorcycles in 1986, the company has changed its image
from a scooter manufacturer to a two-wheeler manufacturer.
In 2017 it was announced that Bajaj Auto and Triumph Motorcycles Ltd would
form an alliance to build mid-capacity motorcycles.

According to the authors of Globality: Competing with Everyone from

Everywhere for Everything, Bajaj has operations in 50 countries creating a line
of bikes targeted to the preferences of entry-level buyers
1945:
On November 29 Bajaj Auto came into existence as Bachraj Trading

Corporation Private Limited
1948:
Commenced sales of imported two & three wheelers from Vespa
1958:
Bachraj Trading Corporation Pvt Ltd. applied to Government of India for

manufacture of Motor scooters and auto rickshaws
1959:
Obtained licence to manufacture two & three wheelers. Changed company

name to Bajaj Auto Private Ltd
1960:
Became a public company
1969:
Produced its 1,00,000th scooter
1971:
Introduced three–wheeled goods carrier
Started independent production – under Bajaj brand
1972:
Introduced Bajaj Chetak scooter
1973:

Began exports in of scooters & 3 wheelers to Nigeria, Bangladesh, Australia,

Sudan, Bahrain, Hong Kong and Yemen
1974:
Collaborated with PT. Tunas Bekasi Motor Co. Jakarta for technical knowhow
for manufacture of scooters and 3-wheelers in Indonesia
Collaborated with Paijifa Industrial Co. in Taiwan for scooters
1977:
Introduced rear engine auto rickshaw. Sold 100,000 vehicles in one financial
year
1981:
Launched Bajaj M–50. More than 1.1 million motorcycles booked
1985:
Inauguration of the Waluj by the erstwhile President of India, Giani Zail Singh.
Commercial production of scooters commenced at this plant.
1986:

Introduced the Bajaj M–80. Sold 500,000 vehicles in a single financial year
Began commercial production of a 100 cc motorcycle "Kawasaki Bajaj KB-

100" in collaboration with Kawasaki Heavy Industries
1989:
Developed a 50 cc (Bajaj Sunny) and 150 cc scooter (Bajaj Legend)
1991 - 2000
1991:
Introduced Kawasaki Bajaj 4S Champion motorcycle
1995:
Received ISO-9001 certification from BVQI on March 20, 1995
Signed agreements with Kubota of Japan for the development of diesel engines
for three-wheelers and with Tokyo R&D for ungeared scooter and moped
development
1997:
Introduced the Kawasaki Bajaj Boxer and the RE diesel Auto rickshaw

1998:
Commenced production at company's 3rd manufacturing plant at Chakan
Introduced Boxer' - a new 4-stroke motorcycle
Introduced India's first 4-stroke scooter 'Bajaj Legend' & new 2-stroke scooter
'Bravo' with an advanced 5-port engine
1999:
Commenced production of CNG RE auto rickshaw
Commenced the Windmill project - 56 wind mills at a total cost of Rs. 900
million for power requirement
2000:
Introduced upgrades for Boxer
2001 - 2010

Two decades of Bajaj Pulsar: History, Journey & Evolution of India’s

favourite ‘sportsbike’!
Bajaj Pulsar is certainly India's darling sportsbike for almost two decades now.
Over the years, the Pulsar range saw the addition of numerous models and even
more interesting have been the timely updates that have kept the brand going
strong, even today. Here's a glimpse at Bajaj Pulsar's amazing journey!
2.3 PRODUCT PROFILE
Bajaj Pulsar – a name that has been terrorizing numerous 150cc motorcycles in
the Indian two-wheeler market is on the verge of completing 20 glorious years.
Almost two decades back, Bajaj Auto took a bold attempt and launched the

muscular-looking Pulsar that stood nothing less than a dream bike for millions
of youngsters across the nation. Multiple models in the Pulsar range came
along with multiple features that even Indians had seen for the first time. That
said, more than a style statement, the Pulsar became a motorcycle icon for the
youth and within no time, it started setting the sales charts on fire. Fast forward
to today, after 18 years of its inception, the Pulsar range is still going strong
which in itself shows how much the Indians are in love with the
brand. Currently, the Pulsar line up comprises of as many as 9 models with
engine displacements ranging from 125cc to 220cc. In over 18 years of its
journey in India, the Pulsar brand has seen a total of 1.25 crore buyers across
the globe. A significant portion of this figure comprises of exports as well.
While 97.1 lakh Pulsars were sold in India during these years, 28.3 lakh units
saw new homes abroad.
Bajaj Pulsars have been highly popular in almost every state of India.
However, coming to region-specific data, Tamil Nadu tops the list of the
biggest markets for the Pulsar brand in the country. Also, Pulsar 150 has been
the highest-selling variant over the years and is still selling like hotcakes. One
of the prime reasons behind is the timely updates given to what people used to
call a ‘sports bike’ initially. Yes, that was the impact! First launched in India in
October 2001, Bajaj Pulsar is currently sold in over 65+ countries across the
world. Talking of the overwhelming sales performance in India, the company
claims that the Pulsar brand currently commands a market share of 42 percent
in the sports motorcycle segment. Now, as a tribute to this iconic brand, let’s
take a look at the journey of Bajaj Pulsar and see here India’s highly loved bike
has evolved over the years.

Pulsar 150, Pulsar 180 Classic – 2001

 The first-ever Pulsar rolled out with a traditional rounded headlamp.
 150/180cc two-valve, air-cooled, single-cylinder, four-stroke engines made
12/15 hp power respectively.
 The advertisement with “Definitely Male” further enhanced its popularity.
Bajaj Pulsar UG-1 – 2003

 First major upgrade with headlamp fairing and twin pilot lamps.
 Bajaj’s very own DTS-i Digital Twin Spark Ignition technology was
introduced.
 All thanks to the said tech, the power output increased.


 17-inch alloy wheels added to Bajaj Pulsar.
 Twin Nitrox shock absorbers at the rear for better comfort.
 Also, Pulsar 180 received an all-black theme and became a new bedroom
poster for the youngsters.

 One of the biggest updates for Pulsar. This included the introduction of an all-
digital speedometer and engine kill switch.
 Backlit switches added for better convenience in dark.
 Self cancelling and more flexible turn indicators to prevent breakage.
 Sharper ‘wolf-eyed’ twin pilot lamps and edgier body styling.
 RPM shift light was added to let the rider know that the engine rpm has
reached close to the rev limiter.

Bajaj Pulsar 200 DTS-i, Pulsar 220 DTS-Fi – 2007

 Brawnier Bajaj Pulsar 200 was launched with an oil-cooled engine and a more
muscular styling.
 Also, the birth of the sportiest-looking Pulsar 220 with a fuel injection system.
 Pulsar 220 DTS-Fi got clip on handlebars and a rear disc brake too.


 Bajaj Pulsar 180 got the treatment of the Pulsar 200.
 In the process, the Pulsar 180 got split seats, wider 120mm rear tyre and clip-
on handlebars.
 Kick start option was removed.
Bajaj Pulsar 135 LS – 2009

 Smallest displacement Pulsar was introduced with sportier styling.
 The first bike in India to have four-valve DTS-i technology.
 Launched with black alloy wheels and a front disc brake.

Bajaj Pulsar NS200 – 2012

 Bajaj Pulsar 200 NS with an all-new sharper design was launched.
 Twin positioning lamps tucked just below the headlamp.
 Liquid-cooled, DTS-i, triple spark engine was used for the first time.
 Gas-charged monoshock was included too.
Bajaj Pulsar RS200 – March 2015

 The race track inspired Bajaj Pulsar RS200 was launched with full fairing.
 Got Daytime Running Lights, new digital-analog instrument cluster and an
optional ABS.
 Engine on the RS200 got six-speed transmission and had a power output of
24hp.

Bajaj Pulsar AS200, Pulsar AS150 – April 2015

 Bajaj Pulsar AS200 and Pulsar AS150 were launched soon after the launch of
RS200.
 Featured semi fairing along with long-travel suspension, large windscreen and
a taller stance.
 Pulsar AS200 got the same engine as the RS200 with an exception of fuel
injection.
Bajaj Pulsar NS160 – 2017

 Bajaj Pulsar NS160 was launched with design cues taken from the Pulsar NS200.
 Smaller 160cc, oil-cooled engine with DTS-i tech was good for producing 15hp of peak
power.
 Compared to NS200, the Pulsar NS160 featured a skinnier rear tyre and had no rear disc
brake.

Bajaj Pulsar 125 Neon – 2019

 Smallest Pulsar till date – Bajaj Pulsar 125 Neon was launched with styling
exactly the same as the Pulsar 150.
 Neon coloured highlights for better visual appeal.
 Launched with an optional front disc brake.
 Most of the parts borrowed from the Pulsar 150.
Pulsar 220 F Specs, Features and Price
The Bajaj Pulsar 220 F is powered by a 220 cc air-cooled engine which

produces of power. It has a fuel tank of 15 L and a . The Bajaj Pulsar 220 F
starts at Rs 1.28 Lakh Rs , It is available in one variants.
Bajaj Pulsar 220 F Specifications
Mileage ------
Displacement 220 cc
4-stroke, 2-Valve, Twin Spark BSVI

Engine Type Compliant, DTS-i FI Engine, Oil cooled

No. of Cylinders 1
Max Power 20.4 PS @ 8500 rpm
Max Torque 18.55 Nm @ 7000 rpm
Front Brake Disc
Rear Brake Disc
Fuel Capacity 15 L
Body Type Sports Bikes
Bajaj Pulsar 220 F Features
LED Tail Light Yes
Speedometer Digital
Odometer Digital
Tripmeter Digital
Fuel gauge Yes
Tachometer Analogue

Bajaj Pulsar 220 F Specifications
Engine and Transmission
4-stroke, 2-Valve, Twin Spark BSVI

Engine Type
Compliant, DTS-i FI Engine, Oil cooled
Displacement 220 cc
Max Power 20.4 PS @ 8500 rpm
Max Torque 18.55 Nm @ 7000 rpm
No. of Cylinders 1
Cooling System Oil Cooled
Valve Per Cylinder 2
Drive Type Chain Drive
Starting Self Start Only
Fuel Supply Fuel Injection
Clutch Wet, Multi Plate

Ignition Digital Twin Spark
Transmission Manual
Gear Box 5 Speed


2.4 DEALER PROFILE:

COMPANY DETAIL:
SHOWROOM NAME : BTV BAJAJ MOTORS
OWNERS : B.T.Veeresh and Divya Prakash
MANAGEMENT TEAM : 45
FINANCE TEAM : 03
MARKETING :05
SALES : 20
SERVICE :20
ADDRESS : ¾ S.R.LAYOUT
RTO OFFICE ROAD CHITRADURGA.

VISIO
N
Company’s vision is crystal clear and mind frame very directed “To improve
the quality of life through technology”. And continue to grow at a healthy pace,
year after year, decade after decade.
MISSION
The mission statement indicates what an organization wants to achieve. An
organization exists to accomplish something or achieve something. The
mission statement may be changed periodically to take advantage of new
opportunities or respond to new market conditions. Rather it is combination of
several things like:
• Customer service of the highest order

• Value for money to the customers
• Professionalism in carrying out business
• Use of technology to improve service standards

• Increase market share.

• Winning consumers heart.
Company’s mission statement is clear and thoughtful which guide

geographically dispersed employees to work independently yet collectively
towards achieving the organization’s goals.
GOALS
• To consolidates its position as a global player in the two wheelers market.
• To leverage technological skills to drive growth.
COMMITMENT
• to our customers.
• To our people.
• To our community.
• To our shareholders.
VALUES
• The top management believes that human resources are extremely important
resources and ensured that they are treated more humanely.
• Personnel policies are framed to facilitate employee welfare and
development.
• Seniors take active interest in their juniors and help them learn then job.
• Top management all seniors do believe that employee’s behavior can be
changed and developed at any stage of their life.
• Employees feel free to express or discuss their feeling with each other.
CULTURE
• Family kind of relationship respective each other and trust each other.
• Love and Order

• Work together and become helpful to each other to work as a team.

• Open culture every employee has freedom see top management people at any
time.
• “Catch them doing right thing”
SWOT ANALYSIS
Strength of BAJAJ Motor Company LTD.
# Machine: Using all top machines of the world.

# Money: Finance has never been a problem
For
# Motor: Because of it’s proper financial management. And reputation and
have huge group of investors.
# Material: BAJAJ Motor Company LTD. never faces problem in case of
raw Materials because of good contacts.
# Management: BAJAJ Motor Company Ltd. has got excellent
Management because workers are relived without any chaos.
# Monitoring: BAJAJ Motor Company Ltd. has got excellent monitoring
System, which helps in smooth working of industry.
Other characteristics:
 Good Quality Product.
 High quality manpower.
 Product competitiveness: less competition.
WEAKNESS:
 Number of Two Wheeler based industry across the country is less
compare to Competitors.
 Due to different machines big machines parts are required, as inventory
and no specific products there fore huge inventory of row material is also

required money is block.

 Due to composite unit they have to follow all the rules & regulation of
governments.
OPPORTUNITY:
 There is a golden opportunity for the company, if it uses its brand name
effectively and advertises it effectively.
 Opportunity to capture more market shares if it increases its strength.
 Opportunity to use the experience for creating more awareness and
capture more business.
 Scope of matching all international market standards.
THREATS:
 Threat from the competitor regarding the way of doing business.
 Threat regarding mal- practices
 Increase in new players enter the business
QUALITY OBJECTIVES
At BAJAJ Motor Company, every department works in tandem to produce
quality products. The people form the pillars of support, strengthening the
overall quality standards and moving towards total customer satisfaction.
In our quest to achieve world -class levels in quality as well as

improvements in design and processes, the company has formed special
task forces to monitor quality related performance. The basic tenets of
TQM, including Daily work management, Policy management, Kaizen
(continuous improvement), Training and standardization are followed
across our organization.
"We believe that "Quality" is the responsibility of all employees; the

quality of our products and consequently the future of our company is a
direct result of the everyday actions of our employees, in all departments

and at all levels." These processes help us produce defect free vehicles
known for their durability and reliability.

SUPPPLY CHAIN MANAGEMENT
Forming the inner rung of the extended BAJAJ family, our suppliers are
involved at every stage of product development.
We extend core values and best practices to all our suppliers.
Through continuous training forums we impart TPM (Total Productivity
Maintenance) and JIT (Just in Time) practices.
Our suppliers are committed to quality through continuous improvement
and up gradation of processes. This has helped them obtain prestigious
international certifications like ISO 9000, QS 9000
& TS 16949.
We also facilitate knowledge sharing by reputed international consultants in
order to build & enhance management expertise within our supplier base.
2.4 DISTRICT PROFILE

Table 1: DISTICT AT A GLANCE
Sl.No. Particular No. of units
1. Taluks 06
2. Hoblies 22
3. Villages 1059
TABLE 2. LAND USE

Sl.No. Particular Hectares
1. Total geographical area 7,70,702,
2. Forest 22,73,719

3. Permanent partures and grazing 88,740

4. Land 68,242
5. Irrigated land 3,58,037
6. Net area sown 46,279
TABLE 3.LIVE STOCK
Sl. No. Particular No. of Live

1. Buffaloes 1,72,777
2. Sheep 7,16,433
3. Goats 2,15,140
4. Pigs 7,923
TABLE 4.INDUSTRIES
1. Factories 148
2. Employees 6212
3. Small scale industries 6554
4. Workers 28615
5. Industrial sheds 60
6. Industrial estates 03
TABLE 5.TRANSPORTATION AND COMMUNICATION

Sl.No. Particular No. of Vehicles
1. Motor cycles 38,225

2. Cars 2301
3. Cabs 190
4. Rickshaws 2740
5. Omni buses 70
6. Goods vehicles 1140
7. Others 8716
TABLE 6.BANKS
Sl.No. Particular No. of Banks
1. Commercial Banks 51
2. Regional-Rural Banks 65
3. Total deposits (Rs in lakhs) 51,375
TABLE 7.POPULATION
Sl.No. Particular No. of Persons
1. Male 7,72,649
2. Female 7,37,578
3. Total 15,10,227
4. Rural 12,36,148
5. Urban 2,74,079
TABLE 8.WORKERS
Sl.No. Particular No. of Workers
1. Main 5,76,024
2. Marginal 1,46,058
3. Non workers 7,88,148
4. Cultivators 2,79,646
5. Agriculture labors 2,40,942
TABLE 9.LITERACY RATE

Sl.No. Particular Percentage
1. Total 64.88
2. Male 74.69
3. Female 54.62
TABLE 10.EDUCATION
Sl.No. Particular No. of Schools
1. Primary school Children 1,823

2,55,556
2. High school Children 305

60,249
3. P.U.College Students 85
9641
TABLE 11.ECONOMIC INFRASTRUCTURE INDEX\

1. Relatively developed taluks 01
2. Backward Taluks 02

3. Most backward taluks 02
4. Most back backward taluks 01
TABLE 12.EDUCATION INFRASTRUCTURE DEVELOPMENT

INDEX
1. Relatively developed taluks 05
2. Backward Taluks 01
3. Male backward taluks -
4. Most back backward taluks -
Chapter-3
REVIEW OF LITERATURE
3.1 INTRODUCTION
Lutz (1981): In this study a perspective into consumer behavior is motivated

by a desire to understand the relationship between attitude and behavior. His

research paper is aimed to determine the customer’s perception towards the

YAMAHA SZ-X motorbike. The study has been conducted in Burdwan, a
district town of West Bengal, India. In total 100 respondents filled the
questionnaire. The respondents were distributed on the, basis of their age and
income group. The degree of satisfaction of the customers for Yamaha SZ-X
motor bike has been measured on the basis of scale (excellent, good, average,
moderate, low, very poor etc.). Results reveal that consumers are very satisfied
after using the product. Further results show that there is a significant relation
between the brand name and the preference of customers. Hence, it has been
recommended that the company should focus on fuel economy, servicing cost
of the bike inside the show room and spare parts prices of the bike.
Rajmani Singh and AS Yasso (2001): He also pointed out that a major part of
growth in the two-wheeler industry has come from motor cycles, which are
considered fuel efficient, reliable and its suitability on rough roads. As per his
study, TVSSuzuki, Hero: Honda, Bajaj dominates the two wheeler scene. The
study also says that due to stiff competition from automobile major Bajaj
which is a largest producer of scooters the LML is facing considerably stiff
competition. However, dominance of this category has been declining because
of shift in customer preference towards motor bikes.
Siddhartha and S Mukherjee (2002): The Study reveals. That, the two-
wheelers in India are used for variety of work such as visiting people, carrying
loads, outdoor jobs like selling and buying. In rural areas it helps people to
travel more frequently to nearby towns to their daily needs. The two-wheeler
has become a valuable support for increasing productivity and in turn the
profit, besides helping as a personal mode of transportation.
Mr. Subhadip Roy(2006) SR Mohnot (2002): In his study of two and three
wheelers he out from the standpoint of means of personal transportation. The
two-wheeler has become anexpression of the owners' personality. The
(customer in making his choice does evaluate the product in terms of utility,

fuel economy, reliability, maintenance, affordability, performance, good after-

sales service at reasonable cost, availability of spare parts at :economical
prices, looks, safety and comfort
Madern, Maull, Smart & Baker, 2005: There are number of imperial studies
on specific relationship of employees satisfaction. Often the quality of the
relationship is called satisfaction mirror which gives an idea that success of
business is from satisfaction of employee which is reflected in term of the
customer satisfaction. Service quality is derived from employee satisfaction for
example if employees are satisfied it has direct effect on both customer
satisfaction and service quality.
M Abdul Haneef, M Edwin Gnanadhas, Mr. BA Abdul Karim,Mr. Vikas

Singhal (2006): In his study of automobile Industy sector he has mentioned
that the two- wheeler segment has recorded significant change in the past 4-5
years. The market for motorcycles is growing and its sale rose by 27 percent
annually during the last four years. He pointed out that while the market for
motorcycles is growing that for mopeds and geared scooters is shrinking. This
change in the taste of the consumers is possibly due to the technological
change. Also most of the manufacturers like Hero Honda, Bajaj and TVS had
reduced the prices of their entry level motorcycles in order to capture a bigger
share of the market.
Hanif, Hafez & Riaz 2010: Customer satisfaction is an evaluation of

difference between prior expectations about product and its actual
performance. Customer satisfaction is how customers judge the satisfaction
level
Hemant C R, 2011”emphasized the need of continuous market research. He

suggested that there is a genuine need of continuous sales analysis so as to
sustain the market share.”

Duggani Yuvaraju and Durga Rao (2014) have made a study on, “Customer
Satisfaction towards Honda Two Wheelers: A Case Study in Tirupati”. The
study has aimed to analyze the customer satisfaction of two wheelers. The
study has found that 60 per cent of the respondents have come to know Honda
Bikes through Advertisement media, 90 per cent of the respondents were
completely satisfied with the mileage and performance of the bike.
3.2 INTRODUCTION TO MARKETING
“Marketing is so basic that it cannot be considered a separate function. It

is the whole business seen from the point of view of its final result i.e., from
the customer point of view. Business success is not determined by the producer
but by the customer” as defined by Peter Drucker. There are other scholars who
define marketing as the criteria & delivery of a standard of living. Therefore,
marketing is a social and managerial process by which individuals & groups
obtain what they need & want through creating, offering and exchanging
products of value cost and satisfaction exchange, transaction and relationships,
markets and marketing and marketers.
A human need is a stat felt deprivation of some basic satisfaction. Needs

are not created by their society or by marketer, they exist in the very texture of
human biology and the human condition.
Wants and desire for specific satisfiers of these deeper needs. Human
needs are continually shaped by social forces and instantaneous peoples needs
are few their wants are many.
Demands are wants for specific products that are backed by an ability
and willingness to buy them. Wants become demands when supported by
purchasing power.
The concept of value, cost and satisfaction are crucial in the final
product choice, the several alternatives of the customer constitute his product
choice set, the additional needs associated with the product is called the need
set. Customer ranks the products from need satisfying to the last need
satisfying value is the consumers estimate of the products overall capacity to

satisfy his or her needs. The value of each actual product would depend on how
close it comes to the ideal product.
Marketing management is the process of planning and executing the

conception, pricing, promotion and distribution of goods, services and ideas to
create exchange with target groups that satisfy customer market is formally
carried out by the combined efforts of sales market is formally carried out by
the combined efforts of sales manager, sales people, advertising, promotion
manager, product and brand manager, market and industry managers and the
marketing vice president.
3.3 MARKETING
Marketing is a social and managerial process by which individuals and

groups obtain what they need and want through offerings and exchanging
products of value with others.
Market
A market consists of all potential customers sharing a particular need or

want who might be willing and able to engage in exchange to satisfy the need
or want.
Market Segmentation
The task of breaking the total market into segments that share common
properties is market segmentation. It is the process of identifying a group
consumer with similar needs and producing a product that will meet those
needs at a profit.
Market segmentation will facilitate the firm to identity and find out the
additional benefit desired by the people to pay benefits and source from where
they would like to buy it.
3.4 MARKETING MIX
Meaning and definition:

“Marketing mix is a set of controllable marketing variable that the firm

tends to produce to generate the response it wants in the market” – Philip
Kotler
Marketing mix evolves with the development of four areas namely

product, price, place and promotion.
The above four elements of marketing mix must be coordinated and

balanced in order to achieve an optimum marketing mix. The above four
elements of marketing mix are interdependent and essential for a successful
marketing campaign, marketing mix acts as an integrated marketing system and
four elements constitute the marketing strategy
Customer Satisfaction
Increasing competition (whether for-profit or no-profit) is forcing

businesses to pay much more attention to satisfying customers. (It may help the
reader to notice the role of customer satisfaction in the overall context of
product or service development and management.
Customer satisfaction
A business term is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four perspectives of a
balanced scorecard.
In a competitive market place where businesses compete for customers,

customers satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.
Customer Expectations
Customer is defined as anyone who receives that which is produced by
the individual or organization that has value. Customer expectations are
continuously increasing. Brand loyalty is a thing of the past. Customers seek
out products and producers that are best able to satisfy their requirements. A

product does not need to be rated highest by customers on all dimensions, only
on those they think are important.
Measuring customer satisfaction
Organizations are increasingly interested in retaining existing customers

while targeting non-customers; measuring.
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, 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.
Because satisfaction is basically a psychological state, care should be taken in
the effort of quantitative measurement, although a large quantity of research in
this area has recently been developed. Work done by Berry, Brodeur between
1990 and 1998 defined ten ‘Quality Values’ which influence satisfaction
behavior, further expanded by Berry in 2002 and known as the ten domains of
satisfaction. These ten domains of satisfaction include: Quality, Value,
Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental
Teamwork Front line service Behaviors, Commitment to the Customer and
Innovation. These factors are emphasized for continuous improvement and
organizational change measurement and are most often utilized to develop the
architecture for satisfaction measurement as an integrated model. Work done
by Parasuraman, Zeithaml and Berry 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. According to Garbrand, Customer
satisfaction equals perception of performance divided by expectation of
performance.
The usual measures of customer satisfaction involve a survey with a set

of statements using a Likert Technique or scale. The customer is asked to
evaluate each statement and in term of their perception and expectation the of
the performance of the organization being measured.
Customer Satisfaction – a Critical Component of Profitability
Exceptional customer service results in greater customer retention which

n turn results in higher profitability. Customer loyalty is a major contributor to
sustainable profit growth. To achieve success, you must make superior service
second nature of your organization. A seamless integration of all components
in the service-profit chain-employee satisfaction, value creation, customer
satisfaction, customer loyalty, and profit and growth-links all the critical
dynamics of top customer service.
Sadly, mature companies often forget or forsake the thing that made
them successful in the first place: a customer-centric business model. They
lose focus on the customer and start focusing on the bottom line and quarterly
results. They look for ways to cut costs or increase revenues, often at the
expense of the customer.
They forget that satisfying customer needs and continuous value

innovation is the only path to sustainable growth. This creates opportunities
for new, smaller companies to emulate and improve upon what made their
bigger competitors successful in the first place and steal their customers.
Factors Affecting Consumer Behavior

A consumer buying behavior is influenced by several factors or forces.

They are:
1. Internal or psychological factors.

2. Socio-cultural factors.
3. Economic factors.
4. Personal factors.
5. Other factors.
3.5CUSTOMER SATISFACTION
Satisfaction is the level of a person’s felt state resulting from comparing
a product’s perceived performance in relation to a person’s expectation. The
satisfaction level is a function of the difference between perceived performance
and expectations. A customer could experience one of three broad levels of
satisfaction. If the performance falls short of expectations, the customer is
dissatisfied. If the performance matches the expectations, the customer is
satisfied.
 CUSTOMER SATISFACTION IN 7 STEPS
1. ENCOURAGE FACE-TO-FACE DEALINGS:
2. RESPOND TO MESSAGES PROMPTLY & KEEP YOUR

CLIENTS INFORMED:
3. BE FRIENDLY AND APPROACHABLE:
4. HAVE A CLEARLY-DEFINED CUSTOMER SERVICE POLICY:
5. ATTENTION TO DETAIL (ALSO KNOWN AS 'THE LITTLE

NICETIES'):
6. ANTICIPATE YOUR CLIENT'S NEEDS & GO OUT OF YOUR

WAY TO HELP THEM OUT:
7. HONOUR YOUR PROMISES:

CHAPTER-4

ANALYSIS AND INTERPRETATION

4.1: INTRODUCTION:
In the competitive market we find different types of customer have
different Taste and Preference. Marketing is a dynamic function to changes
regularly. The need is for the marketing manager is to have a up to date
information regarding the market situation.. There are various method for the
collection of information, one of the most used and easy method is survey
method. In this chapter we have analyzed the survey made regarding the
Satisfaction of BAJAJ PULSAR 220 bikes. To conduct survey, questionnaire
is prepared and adopted various areas randomly. The following survey analysis
gives the idea of how BAJAJ Company has successfully become the market
leader for power bikes.

TABLE 4.1 : Table 1 showing the Gender of sample Customer
SL. NO. GENDER RESPONDENTS PERCENTAGE
1 Male 50 100%
2 Female 00 00
Total 50 100

Source: Primary Data
GRAPH 4.1: Graph 1 showing the Gender of sample Customer
60
50
40
30 PERCENTAGE
RESPONDENTS
20
10
50 0
0
Male Female
Inference: As per the above table, we know that out of the total
Respondents 100% of Respondents were male
TABLE 4.2 :Table 2 showing the marital status of sample Respondents
Age of The
Sl. No. Respondent Percentage
Respondent
1 18 To 25 Years 30 60
2 25 To 35 Years 16 32
3 > 35 Years 04 08
Total 50 100

GRAPH4. 2: Graph 2 showing the marital status of sample Respondents
90
80
70
60
60
50 Percentage
Respondent
40
32
30
20 30
16 8
10
4
0
18 To 25 Years 25 To 35 Years > 35 Years
Inference: From the above table it is clear that out of the 60% of the
Respondents were in between 18-25 years, 32% Respondents are
between the age group 25 -35, 8% of the Respondents were above 35
years of age
Income of The
Sl. No. Respondents Percentage
Respondent (Rupees)
1 < 10,000 05 10
2 10,000 To 20,000 18 36
3 20,000 To 30,000 22 44
4 30,000 And Above. 05 10
Total 50 100
TABLE 4.3: Table 3 showing the Income of The Respondents .

GRAPH 4.3 : Graph 3 showing the Income of The Respondents .
44
45
40 36
35
30
22
25
18 Respondents
20 Percentage
15 10 10
10 5 5
5
0
< 10,000 10,000 To 20,000 To 30,000 30,000 And
20,000 Above.
Inference: From the survey it is clear that 20 to 30 thousand income range

people dominated the buyers category by 44% followed by 36% ,10 to 20
thousand rupees then 10% below 10 thousand rupees range and at last 10%
were 30 thousand rupees and above earning level.
TABLE 4.4:Table 4 Showing the occupation of the Respondents.
Occupation No. of Respondents Percentage

Student 15 30
Business/profession 15 30
Service 10 20
Others 10 20
Total 50 100

GRAPH 4.4 : Graph 4 Showing the occupation of the Respondents.
45
40
35
30 30
30
25
Percentage
20 20 No. of Respondents
20
15
10 15 15
10 10
5
0
Student Business/profession Service others
Inference: The above table shows that 30% of the Respondents belong to
students group, 30% are in business/profession field, 20% are in service sector,
20% of the Respondents are others.

TABLE 4.5: Table 5 showing the marital status of sample Respondents.
Sl. No. Marital status Respondent Percentage
1 Married 15 30
2 Unmarried 35 70
Total 50 100
GRAPH 4.5 : Graph 5 showing the marital status of sample Respondents.
120
100
80 70
Percentage
60 Respondent
40 30
20
0
Married Unmarried
Inference: From the above table we come to that out of the total Respondents
70% of the Respondents were unmarried and remaining 30% of the
Respondents were married.

TABLE 4.6: Table 6 showing the Owner status of sample Respondents
Sl. No. Owner Respondents Percentage
1 Yes 48 96
2 No 02 04
Total 50 100
GRAPH 4.6 : Graph 6 showing the Owner status of sample Respondents.
160
140
120
100
96
80 Percentage
Respondents
60
40
48
20
4
0 2
Yes No
Inference: From the above data it was clear that 96% were the owners of the
bike while 4% were authorized users of others bike.
TABLE 4.7: Table 7 showing the Influential features (purchase) of sample

Respondents.

Sl. No. Influential features Respondents Percentage
1 Price 06 12
2 Pick Up & Power 30 60
3 Fuel Efficiency 04 08
4 Style/Looks 10 20
Total 50 100
GRAPH 4.7 : Graph 7 showing the Influential features (purchase) of sample

Respondents.
60
60
50
40
30
30 Respondents
Percentage
20
20
12
10
8
10 6
4
0
Price Pick Up & Power Fuel Efficiency Style/Looks
Inference: From the survey it was clear that customer 60% were influenced by
pick and power, style and looks 20%,,12% price, and 8% due to fuel affiance.

TABLE 4.8:Table 8 showing the Influential Media for purchase by sample

Respondents.
Sl. No. Influential Media Respondents Percentage

1 Television 29 58
2 Newspaper 10 20
3 Radio 03 06
4 Internet 08 16
Total 50 100
GRAPH 4.8 : showing the Influential Media for purchase by sample
Respondents.
100
90
58
80
70
60
Series3
50
Percentage
40 Respondents
30
29 20
20 16
10
10 6 8
0 3
Television Newspaper Radio Internet
Inference: The survey report was attempted to find out the influential media
for purchasing the product. It was clear from the survey that 58% were
influenced by television while 20% by news paper 16% from internet and 6%
from radio.

TABLE 4.9:Table 9 showing the mode of payment by sample Respondents.

Sl. No. Mode Of Payment Respondents Percentage
1 Cash 38 76
2 EMI 10 20
3 Company Pays 02 04
Total 50 100
GRAPH 4.9: showing the mode of payment by sample Respondents.
120
100
80
76
60
Percentage
40 Respondents
20 38 20
10 4
0 2
Cash EMI Company Pays
Inference: It was attempted to find out the customer purchase behaviour of

paying for the bike,out of which 76% bought it by paing cash while 20% EMI
and remaining 2% said company pays for them.

TABLE 4.10:Table 10 showing Satisfaction level of bike of sample

Respondents.
Satisfaction
Sl. No. Respondents Percentage
level.
1 Very Good 16 32
2 Good 19 38
3 Average 10 20
4 Bad. 05 10
Total 50 100
GRAPH 4.10 : Graph 10 showing Satisfaction level of bike of sample

Respondents.
60
50
40
30
Percentage
Respondents
20 38
32
20
10
10
0
Very Good Good Average Bad.
Inference: Customer satisfaction was tried to evaluate and was done

successfully 38% felt Good ,32% felt very Good ,20% felt average 10% felt
bad about Bajaj Pulsar 220

TABLE 4.11:Table 11 showing the Purchase Spare Parts status of sample

Respondents.
Sl. No. Purchase Spare Parts Respondents Percentage

1 Showroom 40 80
2 Retail Outlets 10 20
Total 50 100
GRAPH 4.11 : Graph11 showing the Purchase Spare Parts status of sample
Respondents.
140
120
80
100
80
Percentage
60 Respondents
40
40
20
20
10
0
Showroom Retail Outlets
Inference: It was attempted to check where the customers prefer getting spares
and services for their bikes and it was revealed that 80% go to showroom for
getting services while 20% go outside (automobiles) to get serviced.
TABLE 4.12:Table 12 showing the Experience of sample Respondents with BTV

Bajaj Motors Chitradurga..

Sl. No. SATISFACTION Respondents Percentage

WITH BTV Motors
1 Excellent 19 38
2 O.K 10 20
3 Good 20 40
4 Very Bad 01 02
Total 50 100
GRAPH 4.12 : Graph 12 showing the Experience of sample Respondents with

BTV Bajaj Motors Chitradurga..
60
50
38 40
40
30 Percentage
20 Respondents
20
19 20
10 10
2
1
0
Excellent ok Good Very Bad
Inference: From the tabulation it was clear that 40% majority of customers
were satisfied and said Good,38% excellent,20% ok and 2% said bad about
BTV Bajaj Motors Chitradurga.

CHAPTER 5
FINDING, SUGGESTIONS AND CONCLUSIONS
5.1 FINDINGS:
1. By survey analyses we found that 100% of Respondents were male
2. Majority of users were Middle aged earners in the age group of 18 to
25 years.
3. Potential buyers group were in the income level of 10,000 to 20,000
Rupees.
4. Majority of users of Pulsar 220 were bachelors.
5. Out of 100% ,96% owned Pulsar 220 while 4% were authorized users
of others bike.
6. survey revealed that customer majority were influenced by pick and
power ,style and looks of the bike.

7. Television was the influencing media for most of them majority opted
cash payments for purchase.
8. Performance survey revealed that Pulsar 220 has to still improve fuel
efficiency of their bikes along with pick up and power
9. From the dealer it was clear that sale was seasonal. And youngsters
opted the model.

10.It helped to know that weather dealer is capable of serving customers
expectations.
11.We also came to know while visiting the showroom that there were
minor complaints regarding after sale service and assesories were
costly.
12.Customers were pleased with their buying and even felt to spread word
of mouth to their friends and near ones.

5.2 SUGGESTION
1. Exchange offer should not be only seasonal it should be whole year.
2. Bajaj has to still improve its publicity.
3. Form an efficient research and development team in order to improve
quality and add technical features in the products.
4. Create an effective advertisement with an influential punch line.
5. Improve products and service to the customers.
6. Organize contests, events, games to promote company’s brand image.
7. Lower the cost of Pulsar 220bikes accessories.
8. Attract customers by discount offers on festival seasons.
9. Establish a cordial relationship with customers and offer a good
service of bikes.
10.Keep a hawk eye on the competitors and act according to their sales
and marketing strategy.
11.

5.3 CONCLUSION
A variety of two wheelers have entered into the two wheeler market. This has
increased the competition.
Since it’s the period of economic exchange ,customers expect value for their
money, so customer is a king should not be only in verbal means it should be
monitored to be kept by serving always up to customers expectations.
So Bajaj Pulsar 220 was opted for the study to find out customers satisfaction
and was found that customers were satisfied partially. So Bajaj has to intensify
its marketing and promotional strategies ,build CRM by reducing costs of
bikes.
.
The survey revealed customers are satisfied by the performance of the bike.
More cost friendly models should be me made available in order to make
customers delighted.
The authorized dealers should also provide efficient pre and post sales services,
at a low cost and at the right time. These measures would improve the sales of
the two wheelers, particularly yamaha and satisfy the consumer needs. Totally
to say Customers were satisfied owning Bajaj Pulsar 220

QUESTIONNAIRE
A Research study on “CUSTOMER SATISFACTION TOWARDS BAJAJ PULSAR 220

two-wheeler “is conducted at BTV Bajaj motors Chitradurga.
Dear Respondent,
I am DADAPEER the student of Government Arts, Commerce and Management College,

Chitradurga studying in B.B.M., 6th Semester. As a part of my study, I have undertaken a
project work on “CUSTOMER SATISFACTION TOWARDS BAJAJ PULSAR 220” in
Chitradurga City with special reference to BTV Bajaj Motors ,
Chitradurga.
I shall be very grateful if you could spare some moments in answering the following
questions. . I assure you that information revealed here will remain confidential & will be
used for academic purpose only.
Thanking you,
Yours sincerely,
DADAPEER
M1510015
.Name:____________________________________________________
Address:___________________________________________________________________
__________________________________________________________________________
__________________________________.
MobileNumber:_______________________________________________

1:Gender:
[ ] Male [ ] Female
2: Age Of The Respondent

[ ] 18 To 25 Years [ ] 25 To 35 Years
[ ] > 35 Years
3: Income Of The Respondent

[ ] < 10,000 [ ] 10,000 To 20,000
[ ] 20,000 To 30,000 [ ] 30,000 And Above.
4. Occupation Of The Respondent

[ ] Student [ ] Business/Profession
[ ] Sevice sector [ ] Other.
4: Do you own Bajaj Pulsar 220.Bike?

[ ] Yes [ ] No
5:Are you satisfied with Bajaj Pulsar 220.Bikes performance.

[ ] Yes [ ] No
6:Influential Media for your purchase of Bajaj Pulsar 220.
[ ] Television [ ] Radio
[ ] Newspaper [ ]Internet
7:What influenced you to buy Bajaj Pulsar 220.Bike
[ ] Price [ ] Fuel Efficiency
[ ] Pick Up & Power [ ] Style/Looks
8:Color you liked in Bajaj Pulsar 220. Bike
[ ] Divine Black [ ]Moon White
[ ] Cocktail Red [ ] Desert Gold
9:What Is Your Mode Of Payment?

[ ] Cash [ ] EMI
[ ] Company Pays
10:What Should Be The Ideal Loan Period?

[ ] 12 Months [ ] 24 Months
[ ] 36 Months
11:Would You Prefer Any Other Bikes With Comparision To Yours?

[ ] Yes [ ] No
IF YES NAME SOME AND THEIR MAKER.
_________________________________________________________
About Dealer:

12: How Would You Rate Your Experience With Bajaj Motors Pvt Ltd.Chitradurga? (For
Purchase, For Service and)
[ ] Excellent [ ] Good
[ ] O.K [ ] Very Bad

13) ANY SUGGESTIONS:
---------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------
---------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------
THANK YOU.
Bibliography
Books:
- David J Luck & Ronald S. Rubin, “Marketing Research” (7th Edition), Prentice Hall
Edition, New Delhi.
- Richard I. Levin & David S. Rubin, “Statistics For Management” (7th Edition), Prentice
Hall Edition, New Delhi.
Statistical Software
- Spss (Version 11.0)
Websites
- Www.Bajaj motor.Com
- Www.Google.Com

- Www.Motorindia.Com

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CUSTOMER SATISFACTION TOWARDS BAJAJ PULSAR -220

Understanding consumer behaviors and “Knowing customers” are never

In the modern marketing, it is absolutely necessary on the part of the producer

GOVT ARTS COLLEGE (AUTONOMOUS), CHITRADURGA. Page 1

Any industry or unit aims at consumer satisfaction is dependent on consumer

1.2: OBJECTIVES OF THE STUDY:

The purpose of research is to discover answer to questions through the

application of scientific procedures. The main claim of research is to find out

research study are as under:

To know Overall satisfaction level of customers using Pulsar 220

1)To know what customer wants extra .

2)To know the popularity of Pulsar 220

3)To know preference criteria of customers for buying Pulsar 220

4)To know the color of the bike customer preferred most.

5)To know most preferable payment scheme (Cash or EMI)

6)To know the competitors of the industry.

8)To gather and feed up suggestions given by the customers

1.3: SCOPE OF THE STUDY

GOVT ARTS COLLEGE (AUTONOMOUS), CHITRADURGA. Page 2

1) The main objective of the study is to know the Customer Satisfaction

1.4: RESEARCH METHODOLOGY:

Research is an art of scientific investigation, which helps to search for the

GOVT ARTS COLLEGE (AUTONOMOUS), CHITRADURGA. Page 3

Sampling Unit: - 50

1.5: LIMITATIONS OF THE STUDY

1) The study is confined to dealers in Chitradurga Only.

This project is divided into 5 chapters:

GOVT ARTS COLLEGE (AUTONOMOUS), CHITRADURGA. Page 4

Introduction, objectives of the study, scope of the study, research

2.Industrial profile ,Company profile ,product profile, District profile and

Introduction, Introduction To Marketing, Marketing , Marketing Mix,

4. Analysis and interpretation:-

Introduction, tables and graphs

5.Finding, suggestions and conclusion

Finding, suggestions and conclusion

GOVT ARTS COLLEGE (AUTONOMOUS), CHITRADURGA. Page 5

Two-wheeler is one of the rare industries, which is capital as well as labor

Two-wheeler production entails an assembly of over 700 components,

GOVT ARTS COLLEGE (AUTONOMOUS), CHITRADURGA. Page 6

The introduction of ABS body along with variometric transmission by Kinetic

Motorcycle - the name is evolved from motorized cycle. A motorcycle has an

Mopeds - the motorcycle with pedals is the entry-level two-wheeler. Mopeds

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Autorickshaw, as the name BAJAJ KING ZX indicates is a motorised cycle

Two-wheelers emit harmful pollutants such as carbon monoxide and

To full-fill emission norms the manufacturers have three options: to switch to

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four-stroke engines, to fit catalytic converters for the existing models, to

improve upon the existing two-stroke engine.

2.2 COMPANY PROFILE

Bajaj Auto is the world's sixth-largest manufacturer of motorcycles and the

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According to the authors of Globality: Competing with Everyone from

On November 29 Bajaj Auto came into existence as Bachraj Trading

Commenced sales of imported two & three wheelers from Vespa

Bachraj Trading Corporation Pvt Ltd. applied to Government of India for

Obtained licence to manufacture two & three wheelers. Changed company

Became a public company

Produced its 1,00,000th scooter

Introduced three–wheeled goods carrier

Started independent production – under Bajaj brand

Introduced Bajaj Chetak scooter