Study On Consumer Satisfaction of Bajaj

STUDY ON CONSUMER SATISFACTION OF BAJAJ
CONTENTS
INDEX
CHAPTER:1 INTRODUCTION
 Objectives of study.
 Need of the study.
 Research methodology.
 Scope of study.
 Limitations of study.
CHAPTER:2 COMPENY PROFILE
 Company profile.
 Industrial profile.
 Product profile.
CHAPTER:3 THEROTICAL BACKGRUND
 Meaning of customer satisfaction.
 Concept of sales activities.
 Reasons for rapid growth of sales.
 Rapid growth of customer
satisfaction.
 Trade consumer tools.
CHAPTER:4 TYPES OF SYSTEM

ADOPETED BY A COMPENY
 Motivation of a company
 Performance appraisal
 Consumer satisfaction
1
SMT SHARADAMMA V KOTBAL BBA BCA AND B COM COLLEGE KOPPAL
CHAPTER-5 DATAT ANALYSIS AND

INTERPRETATION
 Data analysis
 Data interpretation
CHAPTER-6 FINDINGS AND SUGGESTION

 Findings
 Suggestions
 Conclusion
CHAPTER-7 ANNEXURE
 Bibliography
 Questionnaire
2
CHAPTER – 1
1. INTRODUCTION
2. OBJECTIVES
3. RESEARCH METHODOLOGY
4. SCOPE OF STUDY
5. PROBLEM OF STUDY
6. LIMITATIONS OF STUDY
3
INTRODUCTION
History of Indian two wheeler, industry is the second largest manufacturer and
productor of two wheeler in world. if stands next only to japan and china in terms
of the numbers of two wheelers product and domestic sales respectively. This
distribution was achieved due to voracity to reason like restrictive policy fallowed
by the government of India towards the passenger car industry rising demand for a
personal transport efficiency in the public transportation system etc.,
The Indian two wheeler industry made a small beginning in the early 50’s when
auto mobiles products of India standard manufacturing scooter in country unit
1958 APL and Enfield were sales products.
In 1948 Bajaj auto begin trading imported vespa scooter and three wheeler finally .
In 1960 set up a shop to manufacture in technical collaboration with Piaggio of
Italy in the initial stages the scooter segment was dominated by APL it was later to
over taken by Bajaj auto although various government and private enterprises
entered the fray for scooter the only new player that as lasted till today is Lochia
machines LTD
The motorcycle segment was on different with only three manufacture viz
Enfield , ideal Jawa and scooters ,while Enfield bullet was a four stroke bike, the
motorcycle segment was initially dominated by Enfield 350 cc bike and Escorts
173 cc bikes
The two wheeler market was opened of foreign competition in the mid 80’s
and the then market leaders Escorts and Enfield were caught unaware by the on
sloughs of 100 cc bikes of the four Interjacence joint venture with the availability
of face efficient tow power bikes.
4
Demand swelled resulting in hero Honda then the only producer of for stock bile
going a top slot
Marketing concept :-
In the area of globalization marketing is becoming more attractive to a company

state / national / international level , in the early days there was no difference
between selling and marketing but today the difference between two terms has
been made many Organization have been involved in developing marketing
activity to satisfy the need and wants of a groups of customer.
OBJECTIVES OF STUDY
 Marketing helps in revenues earning

 Bajaj encourages innovation and charges
 Bajaj helps in economic development
 Bajaj bridges the gap between the producer and customer
 To study the satisfaction level of the customer of Vivek private company
SECONDARY OBJECTIVES :-
1. To find out the major factors that influence the customer while buying the
product.
2. To know the customer opinion for a particular product
3. To know the market demand of the product
4. To obtain feed back on enquiries they get through online promotional
strategies
5. To identify the relationship existing between service offered level of
satisfaction .
5
CUSTOMER SATISFACTION
All business forms have realized that marketing is a cerement of

management philosophy and key to its success lies in focusing more and more in
the customer that will be the customer who will decide where the frame is riding
thus the challenge before the market is to ensure they should satisfy every
customer
RESEARCH METHEDOLOGY
PROBLEM OF STATEMENT :-
In todays intentionally competitive environment companies today are constantly

looking for ways a attract customer by having a better understanding of changing
customer preference , the ever changing market characteristics have huge impact
on corporate decisions . there for this study has been conducted to find the
customer preference and satisfaction toward Bajaj bikes
I. Primary objective
 To ascertain the customer preference and satisfaction towards the
Bajaj bikes.
II. Secondary objectives
 To determine which is the most attractive for a purchasing Bajaj
bike
 To find the areas of improvement of a Bajaj bike
6
 To study association between demographic variable and different

attributes to Bajaj bikes .
RESEARCHE DESIGN:-
 Types of design
Descriptive research design
 Type of Date
Primary data
 Instrument for data collection
Questionnaire
 Sample population
Customers who are using Bajaj bike
 Sample area
Sural city
 Tools for analysis

 Charts with the use of Microsoft excel 2010
 Chi-square test with the use of SPSS 16.0
 Sample size 50
7
SCOPE OF THE STUDY:-
1) The study is limited to the customer of Bajaj vehicle buyer.

2) The study will know us to understand the customer preference and their
need expected from their business owner.
3) Measurement of the customer satisfaction is complex subject.
LIMITATIONS OF STUDY:-
 During the survey most of the respondents contacted had newly purchased
the motorcycle thus they could not respond accuracy their satisfaction level
and defects in the motorcycle.
 The research is directly concerned with the study of human preference and
behavior and achieving absolute mathematical accuracy towards this was not
possible.
 Secondary data about Bajaj was rarely found as this firm was new and not
much has been written about it the researcher had to depend on the
discussion made with the manager of the unit.
 Some data like observation and detailed promotional activities were scare
even on internet.
8
CHATER -2
 COMPANY PROFILE
 INDUSTRIAL PROFILE
 PRODUCT PROFILE
9
INDUSTRY PROFILE:-
Bajaj Auto Limited is an Indian global two-wheeler company and three-wheeler

manufacturing company based in Pune, Maharashtra.[2] It
manufactures motorcycles, scooters and auto rickshaws. Bajaj Auto is a part of
the Bajaj Group. It was founded by Jamnalal Bajaj in Rajasthan in the 1940s. It is
based in Pune, Maharashtra, with plants in Chakan (Pune), Waluj
(near Aurangabad) and Pantnagar in Uttarakhand.[3] The oldest plant
at Akurdi (Pune) now houses the R&D center 'Ahead'.
Bajaj Auto is the world's third-largest manufacturer of motorcycles and the second-
largest in India.[4] It is the world's largest three-wheeler manufacturer.[5]
On May 2015, its market capitalization was ₹64,000 crore (US$9.0 billion),

making it India's 23rd largest publicly traded company by market value.
[6]
The Forbes Global 2000 list for the year 2012 ranked Bajaj Auto at 1,416.[3]
Bajaj Chetak built under license from Piaggio
Bajaj Auto was established on 29 November 1945 as M/s Bachraj Trading

Corporation Private Limited.[7] It initially imported and sold two- and three-
wheelers in India.[7] In 1959, it obtained a license from the Government of India to
10
manufacture two-wheelers and three-wheelers and obtained Licenses

from Piaggio to manufacture Vespa Brand Scooters in India.[citation needed]
It became
a public limited company in 1960.[citation needed]
With the launch of motorcycles in 1986, the company changed its branding from a
scooter manufacturer to a two-wheeler manufacturer.[8]
In 2017, Bajaj Auto and Triumph Motorcycles Ltd teamed up to build mid-

capacity motorcycles.[9]
As of 2008, Bajaj had operations in 50 countries, and its bikes are targeted toward
entry-level buyers.[citation needed]
On 26 November 2019, Bajaj Auto invested $8 million (approx. ₹57 crore) in

bicycle and electric scooter rental startup Yule.[10] In this deal, Bajaj will also
manufacture customized
electric scooters for Yule.[
Bajaj Auto Ltd.
11
Type Public
Traded as BSE: 532977
NSE: BAJAJ-AUTO
BSE SENSEX Constituent
NSE NIFTY 50
Constituent
ISIN INE917I01010
Industry Automotive
Founded November 29, 1945;

74 years ago
Founder Jamnalal Bajaj
Headquarters Pune, Maharashtra, India
Key people Rahul Bajaj (Chairman)

Rajiv Bajaj (Managing
Director)
Products Motorcycles and three-
12
wheeler vehicles
Production 6,330,000 units (2019)[1]
output
Revenue ₹31,804
crore (US$4.5 billion)
(2019)[1]
Operating ₹6,613
income crore (US$930 million)
(2019)[1]
Net income ₹4,927
crore (US$690 million)
(2019)[1]
Total assets ₹28,834
(2019)[1]
Total equity ₹23,233
(2019)[1]
Number of 10000 (2019)[1]
employees
Parent Bajaj Group

Website www.bajajauto.com
13
Products[edit]
Bajaj Pulsar RS 200
Bajaj Pulsar NS 200
Bajaj manufactures and sells motorcycles, scooters, auto-rickshaws and cars.[11] As

of 2004, Bajaj Auto was India's largest exporter of motorcycles.[12]
Bajaj is the first Indian two-wheeler manufacturer to deliver 4-stroke commuter

motorcycles with sporty performance for the Indian market. [13] Bajaj achieved this
with the 150cc and 180cc Pulsar.
Motorcycles produced by Bajaj include the Platina, Discover, Pulsar, Avenger,

Domainer 400 and CT 100. In FY 2012–13, it sold approximately
37.6 lakh (3.76 million) motorcycles which accounted for 31% of the market share
14
in India. Of these, approximately 24.6 lakh (2.46 million) motorcycles (66%) were

sold in India and remaining 34% were exported.
15
COMPANY PROFILE:-
The Company
The Bajaj Group is amongst the top 10 business houses in India. Its footprint
stretches over a wide range of industries, spanning automobiles (two wheelers
manufacturer and three wheelers manufacturer), home appliances, lighting, iron
and steel, insurance, travel and finance. The group's flagship company, Bajaj Auto,
is ranked as the world's fourth largest three and two wheeler manufacturer and the
Bajaj brand is well-known across several countries in Latin America, Africa,
Middle East, South and South East Asia. Founded in 1926, at the height of India's
movement for independence from the British, the group has an illustrious history.
The integrity, dedication, resourcefulness and determination to succeed which are
characteristic of the group today, are often traced back to its birth during those
days of relentless devotion to a common cause. Jamnalal Bajaj, founder of the
group, was a close confidant and disciple of Mahatma Gandhi. In fact, Gandhiji
had adopted him as his son.
This close relationship and his deep involvement in the independence movement
did not leave Jamnalal Bajaj with much time to spend on his newly launched
business venture. We are celebrating 125th Birth anniversary of Shri. Jamnalal
Bajaj on 4th of November 2014.
His son, Kamalnayan Bajaj, then 27, took over the reigns of business in 1942. He
too was close to Gandhiji and it was only after Independence in 1947, that he was
able to give his full attention to the business. Kamalnayan Bajaj not only
consolidated the group, but also diversified into various manufacturing activities.
The present Chairman of the group, Rahul Bajaj, took charge of the business in
1965. Under his leadership, the turnover of the Bajaj Auto the flagship company
16
has gone up from INR.72 million to INR. 120 billion, its product portfolio has
expanded and the brand has found a global market. He is one of India’s most
distinguished business leaders, bike manufacturer India and internationally
respected for his business acumen and entrepreneurial spirit.
In 2005, Rahul Bajaj's son Rajiv Bajaj stepped into the shoes of Managing Director
of Bajaj Auto and steered the organization to becoming a global automobile
behemoth. He introduced the Pulsar range of bikes, that revolutionized the two
wheeler market in India. The legacy of our Auto Rickshaws have been soaring
heights and display unparalleled market dominance across any automobile
segment.
In 2007, Bajaj Auto acquired a 14% stake in KTM that has since grown to 48%.
This partnership catalyzed Bajaj Auto’s endeavor to democratize motorcycle
racing in India. Bajaj Auto today exclusively manufactures Duke range of KTM
bikes and exports them worldwide. In FY2018, KTM was the fastest growing
motorcycle brand in the country
Bajaj Auto has also led the pioneering introduction of India’s first ever
Quadricycle – Quota.
Bajaj Auto exports to 70+ countries and a significant share of revenues come from
Exports. This stands as.
17
PRODUCT PROFILE
The Bajaj Pulsar is a motorcycle manufactured by Bajaj Auto in India. It was

developed by the product engineering division of Bajaj Auto in association
with Tokyo R&D,[1] and later with motorcycle designer Glynn Kerr. A variant of
the bike, the Pulsar 200NS was launched in 2012, but it was suspended for some
time (reintroduced in early 2017 with BS IV Emission compliance and renamed
the NS200).[2] With average monthly sales of around 86,000 units in 2011, Pulsar
claimed a 2011 market share of 47% in its segment. [3] By April 2012, more than
five million units of Pulsar were sold. [4] In 2018, they celebrated selling over ten
million Pulsars backed an exclusive TV commercial and a marquee ride to in 6
cities to write "PULSAR" on a pre-defined route.
Before the introduction of the Pulsar, the Indian motorcycle market trend was
towards fuel efficient, small capacity motorcycles (that formed the 80–125 cc
class). Bigger motorcycles with higher capacity virtually did not exist (except
for Royal Enfield Bullet with 350cc and 500cc variants). The launch and success
of Hero Honda CBZ in 1999 showed that there was demand for performance bikes.
Bajaj took the cue from there on and launched the Pulsar twins (150cc and 180cc)
in India on 24 November 2001.[5] Since the introduction and success of Bajaj
Pulsar, Indian youth began expecting high power and other features from
affordable motorcycles.
The project faced internal resistance, reservations by McKinsey & Company and

doubts on its effects on Bajaj's relation with Kawasaki. The project took
approximately 36 months for completion and cost Bajaj ₹ 1 billion.[6]
18
Bajaj Pulsar
A 2005 model Bajaj Pulsar 180
Manufacturer Bajaj Auto
Production 2001–present
Class Standard, Mini sport
Engine 125/135/150/160/180/200/220 cc Air-
cooled/oil-cooled/liquid cooled, Four-
stroke engine, 2-
4 valve, SOHC, single piston, kick
start / electric start
2019
A scale-down variant of the Pulsar series, the Pulsar 125, was launched in August
2019.[31] It features the same specifications as its older counterpart, the Pulsar 150,
19
albeit being powered by a 124.4 cc engine and has a smaller price tag. [32] The bike
produces 11.8 PS at 8500 rpm and has a 5-speed gearbox.
Technology
DTSi
DTSi stands for Digital Twin Spark Ignition, a Bajaj Auto trademark. Bajaj Auto
holds an Indian patent for the DTSi technology. The Alfa Romeo Twin-Spark
engines, the BMW F650 Fundora which was sold in India from 1995 to 1997 also
had a twin-spark plug technology, and the Rot ax motorcycle engines, more
recently Honda's iDSI Vehicle engines use a similar arrangement of two spark-
plugs. However very few small capacity engines did eventually implement such a
scheme in their production prototypes.
Patent infringement
In September 2007, Bajaj Auto filed a claim accusing that the development of TVS
Flame was in violation of their patent for DTS-I.[33] TVS Motors decided to sue
Bajaj Auto for libel.[34][35] In February 2008, the Madras High Court in Chennai
restrained TVS from launching it with the twin spark plug technology. [36] TVS
appealed against this decision, claiming that crucial evidence was not taken into
account[37] and in March 2008, launched the Flame with a modified engine
containing one spark plug.[38] The DTSi idea is a simple one to understand – it
involved usage of two spark plugs (instead of one) per engine cylinder. On 16
September 2009, the Supreme Court of India permitted TVS Motors to
manufacture and sell the 125 cc TVS Flame with Twin Spark Technology[39] till the
pendency of the suit before the Madras High Court, but it shall maintain accurate
records of its sales all over the country.
20
ExhausTEC
ExhausTEC stands for Exhaust Torque Expansion Chamber, a technology

patented by Bajaj.[40] The technology involves use of a small chamber connected to
the exhaust pipe of the engine to modify the back-pressure and the swirl
characteristics, with an aim to improve the low-end performance of the bikes. The
ExhausTEC technology is claimed to be highly effective in improving the low and
mid-range torque.[41]
Copy of Pulsar brand motorcycles
There were several allegations of IPR infringement by Chinese manufacturers

in Sri Lankan and South American markets.[42][43] Pulsar clone versions are sold
in Bangladesh also.[44] The 'Tomahawk' motorcycle manufactured by Hong Kong-
based Giantco Limited,[45] 'YB200' motorcycle manufactured by China-based
Taizhou City Kaitong Motorcycle Manufacture Co., Limited (the company which
made a clone of Piaggio MP3),[46][47] 'ZX200-7(G) and ZX200-7(II)' motorcycles
manufactured by China-based Jiangsu Zhong Xing Motor Group Co., Limited,[48]
[49]
'RT150-8' motorcycle manufactured by China-based Chongqing Rate Power
Co., Limited,[50] 'SM150-GB’ motorcycle manufactured by China-based Pan tera
Motorcycle Co., Limited,[51] 'HJ200-23' motorcycle manufactured by China-based
Guangzhou Panyu Haojian Motorcycle Industry Co., Limited,[52] 'VL150-30,
VL150-28 & VL150-26' motorcycles manufactured by China-based Veil
Technology Industrial Co., Limited,[53][54][55] 'SUM200 Pulsar' motorcycle
manufactured by China-based Chongqing Union Co., Limited, [56] 'YG200-7A'
motorcycle manufactured by China-based Chongqing Yingang Sci.&Tech.(Group)
Co., Limited[57] and 'YX150-CS' motorcycle manufactured by China-based
Chongqing Yixing Motorcycle (Group) Co., Limited[58] are some famous replicas
of Pulsar brand motorcycles' Bajaj Pulsar RS 200 Sports Bike.[59]
21
Variants
 DTS-i Series (standard)

o 150
o 125
o 180(Renewed as 180F)
o 200 (Discontinued)
o 220
 LS Series
 AS Series
 NS Series
o 160
o 200
 RS Series
o 200
22
CHAPTER-3
THEROTICAL BACKGROUNG
23
THEORIES OF CUSTOMER SATISFACTION
A number of theoretical approaches have been utilized to explain the

relationship between disconfirmation and satisfaction.1 Many theories have been
used to understand the process through which customers form satisfaction
judgments. The theories can be broadly classified under three groups: Expectancy
disconfirmation, Equity, and Attribution. Still again there are a number of theories
surrounding the satisfaction and service paradigm. 2 The expectancy
disconfirmation theory suggests that consumers form satisfaction judgments by
evaluating actual product/service. Four psychological theories were identified by
Anderson that can be used to explain the impact of expectancy or satisfaction:
Assimilation, Contrast, Generalized Negativity, and Assimilation-Contrast.3 1.
MEASUREMENT OF SATISFACTION Some of the theories are discussed in this
chapter. The heart of the satisfaction process is the comparison of what was
expected with the product or service’s performance – this process has traditionally
been described as the ‘confirmation / disconfirmation’ process.4 First, customers
would form expectations prior to purchasing a product or service. Second,
consumption of or experience with the product or service produces a level of
perceived quality that is influenced by expectations.5 If perceived performance is
only slightly less than expected performance, assimilation will occur, perceived
performance will be adjusted upward to equal expectations. If perceived
performance lags expectations substantially, contrast will occur, and the shortfall
in the perceived performance will be exaggerated. 6
24
VARIOUS THEORIES OF CUSTOMER SATISFACTION
Consistency theories suggest that when the expectations and the actual
product performance do not match the consumer will feel some degree of tension.
In order to relieve this tension the consumer will make adjustments either in
expectations or in the perceptions of the product’s actual performance. Four
theoretical approaches have been advanced under the umbrella of consistency
theory: (1) Assimilation theory; (2) Contrast theory; (3) Assimilation-Contrast
theory; and (4) Negativity theory.13
Theoretical background
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.
A customer's expectations about a product tell us how he or she anticipates how

that product will perform. 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. Olshansky and Miller (1972) and Olson and Dover (1976) designed their
25
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
26
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 a 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:"
27
CHAPTER-4
TYPES OF SYSTEM ADOPTED BY COMPANY
28
Performance appraisal by the Hero Motors
For achieving the data specific objectives of this study ,data were gathered from
both primary and secondary sources.
Primary data
The instrument used to collect primary data is through questionnaire from the
manager and executive.
➢ Direct conversation with the respective manager and executive of the

departments.
➢ Face to face conversation with the executives.
➢ Employee's opinion collected through questions.
➢ Observation of activities at organization
Secondary data
1. Various records of the company.
2. Website of Bajaj Ltd.
3. Different types of system information.
4. Daily performance appraisal form of company.
COMPONENTS
1 Behavior - Effective and ineffective behavior related to job are collected are
developed.
29
2. Expert - A group of subject of matter experts is asked to define the expected

behavior on the job so that their performing behavior can be compared with the
defined behavior.
3.Scale -Usually a 5 - 9 point scale is developed in order to measure the
effectiveness of the job behavior.
4. Rater- On the defined behavior and scale a ratter does appraisal . In B.A.R.S
method each and every individuals assessed on each defined behavior. All scales
are applied to measure the effectiveness of behavior.
5. Feedback- If it is the feedback is shared and counseling , training, transfer,

promotion, etc
6. 360 performance appraisal - Superior, Subordinate ,Peers, Customers
CUSTOMER SATISFACTION TOWARDS HERO MOTORS
According to Kotler" Satisfaction is a person's feelings of pleasure or

disappointment resulting from comparing a product 's perceived performance in
30
relation to his or her expectations. Customer satisfaction ,a business term is a

measure of how products and services supplied by a company meet or surpass as
customer expectation. It is seen as a key performance indicator within business and
part of four 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.
In India two wheeler industries make a small beginning in the early 50's when
automobiles product of India started manufacturing scooters in the country Finally
in 1960, it set up a factor to manufacture them in technical collaboration with
Piaggio of Italy. Even though there are various government with private companies
entered in the two wheeler production. Bajaj is the best among all the other
companies. Other important bike manufacturers are Enfield, Bullet, Java and
Rajpoot.
The two wheeler market was high during1980's with the entry of kinetic Honda
with scooty helped in providing case of use to of two wheelers like scooty pep,
Honda Activa and Hero Honda etc
Today students ,officers etc are increasing in numbers day today in both urban and
rural areas. The standard of living has also increased in recent years leading people
travel from one place to another place for work and leisure . Majority of the
suburbs were not served by mass transit ,the population shift created an attractive
market for automobile manufacturer.
MOTIVATION
31
Employee welfare at Bajaj
1. Loan facility.
2.Canteen facility.
3. Medical facility.
4. Uniform provided.
5. Transportation facility.
6. Training and development.
7. Telephone allowances.
8. Awards.
9.Gifts and events.
32
CHAPTER - 5
DATA PRESENTATION, ANALYSIS AND INTERPRETATION
1]Table showing the age group of the respondent
33
Age Group No. of respondents Percentage

20-25 years 5 10%
25-35 years 16 32%
35-45 years 21 42%
Above 45 years 8 16%
Sales
5; 10%
8; 16%
16; 32%
21; 42%
20-25 years 25-35 years 35-45 years Above 45 years
Interpretation:
From the following graph it can be concluded that the percentage of people is more
in age group 35-45 years that is middle age people that are very attached to the
company. The remaining 20-25 years are youth that are more towards international
companies.
2] Table showing the different level of income group of the respondent
34
Income group No of respondents Percentage

Less than 25000 5 10%
25000-50000 20 40%
50000-75000 17 34%
More than 75000 8 16%
70
60
50
40 40
34
30
20
16
10 10 20 17
5 8
0
Less than 25000 25000
No oftorepodents
50000 50000 to 750000
Percentage more than 75000
Interpretation: From the following chart we can conclude that , company is

having most number of person from income group Rs 25000 to 50000 they are
mostly working class people . the remaining are less than Rs 25000 who are par
time workers and staff.
3]The table showing the preference of the vehicle by the respondent
35
Model No of respondent Percentage

Pulsar 20 40%
Avenger 12 24%
Platina 4 8%
Discover125 4 8%
Dominar250 10 20%
No of respondent
10
20
12
pulsar Avenger Platina Discover125 Dominar250
Interpretation:
As the above diagram we can say that the performance of the vehicle can be
analyzed that 40% of pulsar and 24% of avenger 8% of platina 8% of discover125
and lastly 20% of dominar250.
4]Table showing how much respondent as used the vehicle
36
Distance (km) No of respondents Percentage

500-5000 4 8%
5000-20000 10 20%
20000-40000 11 22%
40000 Above 25 50%
30
25 25
20
15
11
10 10
5
4
0
0.5 1 1.5 2 2.5 3 3.5 4 4.5
Interpretation : From the above graph we can analyze that 8% of respondent

travelled 500 to 5000 km, 20% of respondent travelled 5000 to 20000km, 22% of
respondent travelled 20000 to 40000 km, 50% of respondent travelled 40000 above
km .
5] Table showing usage of vehicle :
37
Time (Years) No of respondents Percentage

Less than1year 4 8%
1-2 year 14 28%
2-4 years 20 40%
4 years and above 12 24%
Chart Title
45
40
35
30
25
20
15
10
0
less thn 1 year 1-2 years 2-4 yers 4 years and above
No of respondents Percentage
Interpretation From the above graph it can be concluded that 40% of respondents
as used vehicle foe 2-4 years as the new modes and up gradation are coming to
meet to it. and the small presentation of people keep on changing the vehicle to get
the latest in the market
6]Table showing the main unique selling position of the vehicle
38
Particulars No of respondents Percentage

Speed 5 10%
Power/ BHP 14 28%
Mileage 20 40%
Design 11 22%
Chart Title
25
20
15
10 20
14
5 11
5
0
Speed Power /BHP Mielage Design
No of respondents Percentage Column1
Interpretation: From the above graph it is inferred that , 40% of respondent

bought vehicle due to mileage as the fuel price is rising and for the local usage .
The rest group of people bought due to other important feature
7]Table showing the influencer behind the purchase
39
Particular No of respondents Percentage

Children 2 4%
Wife 9 18%
Friends 30 60%
Parents 9 18%
2
9
9
30
children Wife Friends Parents
Interpretation : From the above graph it is inferred that , 60% of respondents

bought due to friends as they also own that type of vehicle and they are the most
approachable to them the remaining people are influenced by the family member .
8] Table showing the purpose of buying the vehicle.
Particular No of respondents Percentage

Official 20 40%
40
House hold 14 28%

Business 5 10%
Any other 11 22%
40
35
30
25
20
15
10
0
Official House hold Business Any other 1/9/2002
Interpretation
From the above graph it can be same seen that nature of purchase of vehicle by the
respondents are mainly for the official purpose . and the remaining use it for other
purpose.
9]Table showing the factor influencing the brand
Particulars No of respondents Percentage
41
Brand value 20 40%

Design 8 16%
Publicity 16 32%
Scheme 6 12%
Chart Title
40% 16% 32% 12%

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Brand value Design Publisity Scheme
No of respondent Series 2
Interpretation: From the following graph we can conclude that people mostly go
for brand value than publicity followed by design and scheme . people mostly see
the image of the company in the market than buy the product.
10]Table showing the level of satisfaction of respondent
Level No of respondent Percentage
42
Highly satisfied 20 40%

Satisfied 22 44%
Dissatisfied 6 12%
Highly dissatisfied 2 4%
Interpretation : From the above graph it can be conclude that maximum

presentation of people are satisfied so the company is able to achieve its goal and
the main motive of customer satisfaction .it is also able to believer good products
to market . The remaining customer should also be kept in mind and take care of.
43
CHAPTER 6
FINDINS
SUGGESTIONS
CONCLUSITION
FINDINGS:
 It can be stated that customer of the company are more from the middle age.
44
 It is seen that the customers where taken care with courtesy and addressed
all question and problem of the respondent with interest and helped in
solving their issues.
 As per the research it is seen that problem were quickly solved and taken
care of which is one of a good factor because the objective of the company is
to satisfy the customer.
 It can be seen that customer service is an effective system which records all
call and message and helps store the data and faster flow of information
there by solving the issue faster.
 It can be state that overall respondent view with the customer satisfaction
was good because we follow a system of objective and strive to follow it
through our vision.
 It is also seen that the service is bit expensive but the return on that is very
good and they are highly satisfied with the service provide.
45
SUGGESTION :
After meeting the customer and talking to them about the live tips and their
service and knowing their requirements the following recommendation is being
developed.
1. Target customer
The main target new customer should be seen as an opportunity to the company.
We should help more and more customer to buy our product, and make them fill
them fill that the buying our production is not an expenditure it is an investment for
the long term which will give you good return in future. Being the maintenance
and other UPS of the product. And also giving the exchange offers and easy
finance offer that will help them to buy vehicle from you.
2. Customer satisfaction
For the small crowed of people who are not satisfied with the company they
should be approached back and their problem should be solved. For the people
who are on average level then continues customer service should be done for them
to make them satisfied. Over all for each and every customer there should be no
delay done for any complains and their requirements.
3. Service
Due to more fluctuation of market the analysis of market the analysis of tips should
be asked to generate more accurate and perfect tips to be sending and while
sending delay should not be done in it.
CONCLISION :
46
Research above shows the customer satisfaction of Bajaj motors through live
tips and the questionnaire. In regard to their various service and customer service.
Also the overall rating of the company and how it stands behind of their
competitor.
The study shows that the 70%- 80% of the customer are satisfied with the
kind of service and customer relationship is done with them by live tips The new
customer also fined the company different from other company which is a positive
point for them. To fulfill the customer requirement in time should be seen.
Over all the company present customer satisfaction level are on satisfied
with a small number of people of people not satisfied, which should be taken care
of.
47
CHAPTER-7
ANNEXURE
 Bibliography
 Questionnaire
QUESTIONNAIRE ON CUSTOMER SATISFACTIONOF BAJAJ BIKES
48
NAME:
AGE:
EDUCATIONAL:
STATUS:
ADRESS:
OCCUPATION:
INCOME:
REFRENCE:
49
Websites:
https://www.bajajauto.com
www.businessdictonery.com
BOOKS:
Marketing management, by Philips Kotler 12th edition
Fundamental of marketing management, T.S Devaraj
1) Income (pm)
a) Less than 25000
50
b) 50000 to 75000
c) 25000 to 50000
d) More than 75000
2) Which vehicle you have of Bajaj cop?
a) Pulsar
b) Dominer250
c) Discover150
d) Platina
3) How much KM have you travelled till now?
a) 500 km to 5000km
b) 5000 km to 20000km
c) 20000 km to 40000km
d) 40000 km and above km
4) From how many years do you own the bike?
a) 0-1 year
b) 1-2 year
c) 2-4 years
d) 4& above year
5) What feature of bike you like the most while purchasing the bike?
a) Speed
b) Power/ BHP
c) Mileage
d) Design
6) Who influenced you to buy this vehicle?
a) Friends
b) Wife
c) Children
51
d) Parents
7) For what purpose you buy Bajaj bike?
a) Official
b) House hold
c) Business
d) Any other
8) Why did you purchased the bike?
a) Brand value
b) Design
c) Publicity
d) Scheme
9)which satisfaction level you fall under?
a) Highly satisfied
b) Satisfied
c) Dissatisfied
d) Highly dissatisfied
10) What factor influence you to buy a vehicle?
a) budget
b) maintenance
52
c) Brand
d) Service
11) How do you think is the reliability of the Bajaj vehicles
a) Excellent
b) Good
c) Average
d) Poor
12) What kind of problems faced during the time of service?
a) Delay in delivery
b) Poor quality
c) Other things
d) Luck of communication
12) Will you recommended are brand to your family and friends?
a) Strongly recommended
b) recommended
53
c) Somewhat recommended
d) Not recommended
13) How did you come to know about this module?
a) Internet
b) Banners and hoardings
c) Friends / Relatives
d) TV
54

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STUDY ON CONSUMER SATISFACTION OF BAJAJ

CHAPTER:4 TYPES OF SYSTEM

CHAPTER-5 DATAT ANALYSIS AND

CHAPTER-6 FINDINGS AND SUGGESTION

In the area of globalization marketing is becoming more attractive to a company

 Marketing helps in revenues earning

All business forms have realized that marketing is a cerement of

In todays intentionally competitive environment companies today are constantly

 To study association between demographic variable and different

 Instrument for data collection

Customers who are using Bajaj bike

 Tools for analysis

SCOPE OF THE STUDY:-

1) The study is limited to the customer of Bajaj vehicle buyer.

Bajaj Auto Limited is an Indian global two-wheeler company and three-wheeler

On May 2015, its market capitalization was ₹64,000 crore (US$9.0 billion),

Bajaj Chetak built under license from Piaggio

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

manufacture two-wheelers and three-wheelers and obtained Licenses

In 2017, Bajaj Auto and Triumph Motorcycles Ltd teamed up to build mid-

On 26 November 2019, Bajaj Auto invested $8 million (approx. ₹57 crore) in

electric scooters for Yule.[

Bajaj Auto Ltd.

Founded November 29, 1945;

Founder Jamnalal Bajaj

Headquarters Pune, Maharashtra, India

Key people Rahul Bajaj (Chairman)

Parent Bajaj Group

Bajaj Pulsar RS 200

Bajaj Pulsar NS 200

Bajaj manufactures and sells motorcycles, scooters, auto-rickshaws and cars.[11] As

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

Motorcycles produced by Bajaj include the Platina, Discover, Pulsar, Avenger,

in India. Of these, approximately 24.6 lakh (2.46 million) motorcycles (66%) were

The Bajaj Pulsar is a motorcycle manufactured by Bajaj Auto in India. It was

The project faced internal resistance, reservations by McKinsey & Company and

A 2005 model Bajaj Pulsar 180

Manufacturer Bajaj Auto

Class Standard, Mini sport

ExhausTEC stands for Exhaust Torque Expansion Chamber, a technology

Copy of Pulsar brand motorcycles

There were several allegations of IPR infringement by Chinese manufacturers

 DTS-i Series (standard)

THEORIES OF CUSTOMER SATISFACTION

A number of theoretical approaches have been utilized to explain the

VARIOUS THEORIES OF CUSTOMER SATISFACTION

In literature antecedents of satisfaction are studied from different aspects. The

A customer's expectations about a product tell us how he or she anticipates how

It is considered that customers judge products on a limited set of norms and

The Disconfirmation Model

"The Disconfirmation Model is based on the comparison of customers’

TYPES OF SYSTEM ADOPTED BY COMPANY

Performance appraisal by the Hero Motors

➢ Direct conversation with the respective manager and executive of the

➢ Face to face conversation with the executives.

➢ Employee's opinion collected through questions.

➢ Observation of activities at organization

1. Various records of the company.

2. Website of Bajaj Ltd.

3. Different types of system information.

4. Daily performance appraisal form of company.

2. Expert - A group of subject of matter experts is asked to define the expected

3.Scale -Usually a 5 - 9 point scale is developed in order to measure the