Project Report

CUSTOMER SATISFACTION SURVEY ON BAJAJ DOMINAR
A PROJECT REPORT ON CUSTOMER

SATISFACTION SURVEY ON BAJAJ DOMINAR
By
SUKURI VINOD KUMAR
Roll No: 1982263006
(2021-2023)
Under the Guidance of

PROF. S. DURGA RAO
(Department of Management Studies)
SVU COLLEGE OF COMMERCE, MANAGEMENT

AND COMPUTER SCIENCE
DEPARTMENT OF MANAGEMENT STUDIES
TIRUPATI – 517 502
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DECLARATION
I hereby declare that the project entitled "A STUDY

ON CUSTOMER SATISFACTION TOWARDS IN
TIRUPATI" submitted by me under the guidance of
PROF. S. DURGA RAO, is my original work and that
I have not submitted this report to any other university
for the award of any other degree or diploma.
Date:
Place: Tirupati
(VINOD KUMAR.S)
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Acknowledgement
I would like to acknowledge my gratitude and

thanks to our Business Research Methods Professor
Dr. S. Durga Rao for his assistance and suggestions
while working on this project. This project work
helped me to develop a good insight on the topics
covered by our professor. I am also thankful to the
people of TIRUPATI.
(This research is purely for academic purpose and it is

not meant for any other purpose.)
BY
VINOD KUMAR.S
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CONTENTS
CHAPTER NO TITLE PAGE NO
1. Introduction 5-7
 Industry 8-9
profile
 Company 10-12
profile
2. Review of 13-15
Literature
3. Objectives and 16-18
Research
Methodology
4. Data Analysis and 19-41

Interpretation
5. Summary
 Findings 42
 Suggestions 43
 Annexure 44-45
CHAPTER - 1
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INTRODUCTION
 Marketing is about identifying and meeting the human and social

needs.
 Sales: In general, a transaction between two parties where the buyer
receive goods, services in exchange for money.
 Distribution: Distribution means to spread the product throughout the
marketplace such that a large number of people can buy it.
 Sales and distribution management are both components of the
marketing mix.
1.1 Who are customers?

In sales, commerce and economics, a customer is the recipient of a good,
service, product or an idea obtained from a seller, vendor, or supplier via a
financial transaction or exchange for money or some other valuable
consideration. - WIKIPEDIA
1.2 What is customer satisfaction?

Customer satisfaction is a marketing term that measures how products or
services supplied by a company meet or surpass a customer's expectation.
Customer satisfaction often abbreviated as CSAT, more correctly CSAT is
a term frequently used in marketing. Customer satisfaction is defined as
"the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds
specified satisfaction goals."
The Marketing Accountability Standards Board (MASB) endorses the

definitions, purposes, and constructs of classes of measures that appear in
Marketing Metrics as part of its ongoing Common Language in Marketing
Project. In a survey of nearly 200 senior marketing managers, 71 percent
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responded that they found a customer satisfaction metric very useful in

managing and monitoring their businesses. It is seen as a key performance
indicator within business and is often part of a Balanced Scorecard. In a
competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.
1.3 Why Customer Satisfaction Is Important?
Here are the top six reasons why customer satisfaction is so important:
 It's a leading indicator of consumer repurchase intentions and loyalty.

 It's a point of differentiation.
 It reduces customer churn.
 It increases customer lifetime value.
 It reduces negative word of mouth.
 It's cheaper to retain customers than acquire new ones.
1. Asking customers to rate their satisfaction on a scale of 1-10. Any

customers that give you a rating of 7 and above will come back and make
repeat purchases, 9 or 10 are your potential customer advocates, 6 and
below are warning signs that a customer is unhappy and at risk of leaving.
2. Picture two businesses that offer the exact same product. What will make
you choose one over the other?
3. An Accenture global customer satisfaction report (2008) found that price

is not the main reason for customer churn; it is actually due to the overall
poor quality of customer service. By measuring and tracking customer
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satisfaction you can put new processes in place to increase the overall
quality of your customer service.
4. A study by Info Quest found that a 'totally satisfied customer' contributes

2.6 times more revenue than a 'somewhat satisfied customer'.
5. McKinsey found that an unhappy customer tells between 9-15 people

about their experience. In fact, 13% of unhappy customers tell over 20
people about their experience. That's a lot of negative word of mouth.
6. It costs six to seven times more to acquire new customers than it does to
retain existing customers.
Here are some customer retention strategies to get you thinking:

 Use blogs to educate customers
 Use email to send special promotions
 Use customer satisfaction surveys to listen
 Delight customers by offering personalized experiences
1.4 INDUSTRY PROFILE:

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The Indian two-wheeler industry is characterised by well entrenched

competition evident from the presence of multiple vehicles manufactures.
Hero Motor corporation Limited is the leader in the two-wheeler market
with a market share of 41.8% in financial year 2021 and TVS Motor
Company or TVS (14.3%), Bajaj Auto Limited or BAL (14.3%), and Royal
Enfield Motors Ltd (4.2%), Yamaha Motors India Pvt Ltd (3.2%) and
Suzuki moto corporation limited (1.9%) , Honda motorcycle and scooters
India (19.8%) Thus, the players account for around 99.5% of total domestic
sales of two-wheeler in the Indian market. The industry is concentrated
with seven players accounting for 99.5 of sales, and other players each
having a market share of less than 0.5 percent.
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MARKET SHARE:
BRAND NAME %MARKET SHARE

HERO MOTOR CORP INDIA LTD 41.8%
TVS MOTORS INDIA LTD 14.3%
YAMAHA MOTORS INDIA PVT 3.2%
LTD
BAJAJ AUTO LTD 14.3%
ROYAL ENFIELD MOTORS LTD 4.2%
SUZUKI MOTO CORPORATION 1.9%

LIMITED
HMSI 19.8%
COMPANY PROFILE
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Founded by Jamnalal Bajaj, a freedom fighter, philanthropist and a close

confidant of Mahatma Gandhi, the Bajaj Group, is one of the most respected and
renowned business houses of India. The journey started eighty years back with a
sugar factory in Lakhimpur Kheri, Uttar Pradesh.
With growth as the ultimate vision, the group has diversified into a variety of
business areas.
Over a century ago, a philanthropist instinctively took the unprecedented step of
using business to serve society. He was the founder of the Bajaj Group, Mr.
Jamnalal Bajaj. He strongly believed that, ‘common good was more important
than individual gain’. His philosophy which has stood the test of time, was
successfully taken forward by his sons Mr. Kamalnayan Bajaj and Mr.
Ramkrishna Bajaj and is now spearheaded by Mr. Rahul Bajaj. This has taken
the group to higher levels of success and respect.
The Group now stands tall in the Corporate World. The Group has a market
capitalization of about Rs. 6,75,000 crores (about US$ 86 billion) with 40 Group
Companies and approximately 36,000 employees. It offers an extensive range of
products and services including motorised two and three wheelers, home
appliances, electric lamps, wind energy, special alloys and stainless steel, cranes,
material handling equipment, travel, general and life insurance and investment,
consumer finance and asset management.
For society however, Bajaj is more than a corporate identity. It is a catalyst for
social empowerment. It is the reason behind the smile that lights up a million
faces. Its goodwill resonates in the two simple words that live in the collective
consciousness of Indians – Hamara Bajaj.
Founding Members
“The more I think, I realise there was no
activity of national interest in which Jamnalalji
was not involved.” – Gandhi
The founding members of the Bajaj Group
brought their individual, unique strengths and
aided the group’s consolidation in very different ways. They were, however,
united by a common belief in Gandhiji’s ‘Simple living, High Thinking’
philosophy.
BAJAJ GROUP
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Type Private
Industry Conglomerate
Founded 1926; 96 years ago
Founder Jamnalal Bajaj
Headquarters Mumbai, Maharashtra[1]
India
Area served Worldwide

 Rahul Bajaj
Key people
 Shekhar Bajaj
 Madhur Bajaj
 Niraj Bajaj
 Rajiv Bajaj
 Sanjiv Bajaj
Products  Automobile
 Financial services
 Home appliances
 Electrical
 Iron & Steel
 Insurance
Owner  Rahul Bajaj

 Shekhar Bajaj
 Madhur Bajaj
 Niraj Bajaj
 Rajiv Bajaj
 Sanjiv Bajaj
Number of employees 60,000+

Website WWW.BAJAJGROUP.COMPANY
ACHIEVEMENTS:
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Bajaj Allianz has received AAA rating, from ICRA Limited, an associate of
Moody's Investors Service for seven consecutive years.
VISION:
“The future is promising and we look forward to an exciting period that would
possibly establish a pronounced and decisive road map for us on the Indian
Industrial firmament”
MISSION:
As a responsible, customer focused market leader, we will strive to understand
the insurance needs of the consumers and translate it into affordable products
that deliver value for money.
CHAPTER-2
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REVIEW OF LITERATURE
LITERATURE REVIEWS:
Literature reviews are a basis for research in nearly every academic
field. A narrow scope literature review may be included as part of a peer
reviewed journal article presenting new research, serving to situate the
current study within the body of the relevant literature and to provide
context for the reader.
1.) M Abdul Haneef, M Edwin Gnanadhas, Mr. BA Abdul Karim, Mr.

Vikas Singhal (2012):
In his study of automobile Industry 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 had reduced the prices of their entry level motorcycles in order to
capture a bigger share of the market
2.) Mr. Subhadip Roy, SR Mohnot:
In his study of two and three wheelers he out from the standpoint of means
of personal transportation. The two-wheeler has become an expression 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
and ease of riding for driving. Total sales of two-wheeler in first eight
months of 2001-02 had increased to 2.70 million units from 1.33 million
units in the corresponding period of the preceding year.
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3) Siddhartha and S Mukherjee (2011): 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.
4) Rajmani Singh and AS Yasso (2007): 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, TVS-Suzuki, 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.
5) Abhijit Mitra (2006): in his article "Honda in India Flanking Plan",

stated that the wholly owned Honda Motor Cycles and Scooters India
(HMSI) has just launched the 125-cc motor cycle, Shine in the Rs45,000-
Rs.47000 (Delhi) bracket that would put it in the direct competition with
Splendor Plus, Glamour and the Super Splendor from market leader Hero
Honda, the Indian venture between Hero and Honda. HMSI's 150 cc
Unicom, which sells for about Rs.58,000 takes the fight to Hero Honda's
CBZ. Commenting on this, HMSI president and CEO Yukihiro Aoshima
said there will be "controlled competition" between the two companies.
6) N Santhosh kumari (2005):

Entitled "Consumer buying behaviour in two-wheeler industry", identified
that 88.5 percent of the respondents are aware of the various brands of two-
wheelers available in the market through watching T.V and reading
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newspapers or magazines. Majority (93.35percent) of these respondents can

recall and evaluate the alternatives before they purchase.
CHAPTER-3
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OBJECTIVES
&
REASERACH METHODOLOGY
OBJECTIVES OF THE STUDY:
 To measure the Bajaj dominar two wheeler customer satisfaction

levels in tirupati..
 To redesign the marketing strategies if needed.
RESEARCH METHODOLOGY
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 RESEARCH DESIGN: DESCRIPTIVE DESIGN

 DATA SOURCE:
• SECONDARY SOURCE: www.bajajgroup.company
• PRIMARY SOURCE: Through Questionnaire
 RESEARCH APPROACH: Through Survey
 RESEARCH INSTRUMENT: Questionnaire
 SAMPLING PLAN:
SAMPLE SIZE-99
SAMPLE FRAME-TIRUPATI
SAMPLEMETHOD – CONVENIENCE SAMPLING
 CONTACT METHOD: PERSONAL
 STATISTICAL TOOL: CHI SQUARE TEST
CUSTOMER SATISFACTION:
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 Customer satisfaction survey is a measure of how products and

services supplied by a company meet customer expectation.
 In general customer responses are collected and used to analyse
whether any changes need to be made to increase the overall
satisfaction of customers.
 Customer satisfaction is directly connected to customer needs.
CHAPTER – 4
DATA ANALYSIS AND INTERPRETETION
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TABLE: 4.1 GENDER DISTRIBUTION

GENDER NO OF RESPONDENTS PERCENTAGE
MALE 99 100
FEMALE 0 0
TOTAL 99 100
NO OF RESPONDENTS
MALE FEMALE
100%
INTREPRETTION:
From the above chart all of my respondents are Male.
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TABLE 4.2 : AGE DISTRIBUTION

AGE NO. OF RESPONDAENCE PERCENTAGE
18-30 29 29.29
31-40 25 25.25
41-50 23 23.23
>50 22 22.22
TOTAL 99 100
NO. OF RESPONDAENCE
18-30 31-40 41-50 >50
22%
29%
23%
25%
INTERPRETATION:
From the above chart we conclude that 29.29% respondents are of age18-
30while 25.25% are of age 31-40, 23.23% are of age 41-50 and 22.22% are
of age >50 years.
TABLE 4.3:USAGE OF BAJAJ DOMINAR

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NO OF YEARS NO OF RESPONDENTS PERCENTAGE

<2 YEARS 64 64.64
>2YEARS 35 35.36
TOTAL 99 100
NO.OF RESPONDENTS
<2 YEARS >2YEARS
35%
65%
INTERPRETATION:
From the above chart it is clear that 64.64% are using BAJAJ
DOMINAR for less than 2 years while 35.36% are using them for
more than 2years.
TOTAL 99 100
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TABLE 4.4: REASON TO CHOOSE
FEATURE NO OF RESPONDENTS PERCENTAGE

MILEAGE 16 16.16
COMFORT 22 22.22
DESIGN 36 36.36
AFFORDABILITY 25 25.24
NO OF RESPONDENTS
MILEAGE COMFORT DESIGN AFFORDABILITY
16%
25%
22%
36%
INTERPRETATION:
From the above chat 36.36% of the respondents prefer design.
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TABLE4.5: COLOUR PREFERENCE

COLOUR NO OF RESPONDENTS %
AURORA GREEN 29 29.29
VINE BLACK 21 21.21
CHARCOAL BLACK 34 34.34
ORANGE 15 15.15
NO OF RESPONDENTS
AURORA GREEN VINE BLACK CHARCOAL BLACK ORANGE
15%
29%
34%
21%
INTREPRETATION:
From the above chart 34.34% respondents prefer the charcoal black colour.
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TABLE 4.6: COMPARED TO OTHER VEHICLES
PARTICULAR NO OF RESPONDENTS %
VERY GOOD 28 28.28
GOOD 37 37.37
BAD 19 19.19
VERY BAD 15 15.15
NO OF RESPONDENTS
VERY GOOD GOOD BAD VERY BAD
15%
28%
19%
37%
INTERPRETATION:
From the above chart 37.37% of the respondents feel good about BAJAJ
DOMINAR when compared to other vehicles
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TABLE NO 4.7: BODY STYLE

VERY GOOD 26 26.26
GOOD 30 30.3
BAD 24 24.24
VERY BAD 19 19.19
NO OF RESPONDENTS
VERY GOOD GOOD BAD VERY BAD
19%
26%
24%
30%
INTERPRETATION:
From the above chart 30.30% of the respondents feel good about the body
style of BAJAJ DOMINAR
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TABLE 4.8: PICKUP SATISFACTION
HIGHLY SATISFIED 33 33.33
SATISFIED 19 19.19
AVERAGELY SATISFIED 25 25.25
VERY UNSATISFIED 22 22.22
NO OF RESPONDENTS
HIGHLY SATISFIED SATISFIED AVERAGELY SATISFIED VERY UNSATISFIED
22%
33%
25%
19%
INTERPRETATION:
From the above chart 33.33% of customers are highly satisfied about the
pickup performance of BAJAJ DOMINAR
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TABLE 4.9: TOP SPEED EXPERIENCED
TOP SPEED NO OF RESPONDENTS %
<100 KMPH 6 6.06
101-120 KMPH 34 34.34
120-140 KMPH 55 55.55
140+ KMPH 4 4.04
NO OF RESPONDENTS
<100 KMPH 101-120 KMPH 120-140 KMPH 140+ KMPH
4% 6%
34%
56%
INTERPRETATION:
From the above chart 55.55% of the respondents have notice a speed of
120-140km/h
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TABLE 4.10: QUALITY OF THE ENGINE
PARTICULAR NO OF RESPONDENTS PERCENTAGE
EXCELLENT 36 36.36
GOOD 23 3.23
AVERAGE 24 24.24
POOR 16 16.16
NO OF RESPONDENTS
EXCELLENT GOOD AVERAGE POOR
16%
36%
24%
23%
INTERPRETATION:
From the above chart 36.36% of respondents feel excellent about the
quality of the engine
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TABLE 4.11: BREKING SYSTEM SATISFACTION
PARTICULAR NO OF RESPONDENTS PERCENTAGE

EXCELLENT 36 36.36
GOOD 22 22.22
AVERAGE 26 26.26
POOR 15 15.15
NO OF RESPONDENTS
EXCELLENT GOOD AVERAGE POOR
15%
36%
26%
22%
INTERPRETETION:
From the above chart 36.36%of the respondents feel that the breaking
system is excellent
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TABLE 4.12: FACTORS INFLUENCING TO CHOOSE

BAJAJ DOMINAR
FACTORS NO OF RESPONDENTS %
LOOK 34 34.34
COST EFFECTIVE 24 24.24
MILEAGE 13 13.13
SERVICABILITY 28 28.28
NO OF RESPONDENTS
LOOK COST EFFECTIVE MILEAGE SERVICABILITY
28%
34%
13%
24%
INTERPRETATION:
From the above chart 34.34% of the respondents are influenced by it’s look
TABLE 4.13: SPARE PARTS AVAILABILITY

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AVAILABILITY NO OF RESPONDENTS PERCENTAGE
VERY EASILY 35 35.35
EASILY 44 44.44
ADEQUATELY 22 22.22
HARDLY 8 8.08
NO OF RESPONDENTS
VERY EASILY EASILY ADEQUATELY HARDLY
7%
32%
20%
40%
INTERPRETATION:
From the above chart 44.44% of the customers felt that spare parts for
BAJAJ DOMONAR are easily available
TABLE 4.14: AFTER SALES-SERVICE RIVIEW
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SATISFIED 22 22.22
NO OF RESPONDENTS
HIGHLY SATISFIED SATISFIED AVERAGELY SATISFIED PPOORLY SATISFIED
17%
37%
24%
21%
INTERPRETATION:
From the above chart 41.41%of the respondents are averagely satisfied with
after sales services
TABLE 4.15: MILEAGE
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KMPL NO OF RESPONDENTS %
<30 14 14.14
31-35 15 15.15
36-40 42 42.42
>40 28 28.28
NO OF RESPONDENTS
<30 31-35 36-40 >40
14%
28%
15%
42%
INTERPRETATION:
From the above chart 42.42% of the respondents have found the mileage
obtained is in between 36-40 kmpl
TABLE 4.16: BAJAJ DOMINAR SERVICE STATION

AVAILABILITY
Page | 33
AVAILABILITY NO OF RESPONDETS %
EASILY AAVAILABLE 35 35.35
FAIRLY AVAILABLE 41 41.41
RARELY AVAILABLE 33 33.33
NO OF RESPONDETS
EASILY AAVAILABLE FAIRLY AVAILABLE RARELY AVAILABLE
30% 32%
38%
INTERPRETATION:
From the above chart 41.41% of the respondents feel that BAJAJ
DOMINAR service stations are fairly available.
TABLE 4.17: WARRANTY POLICY SATISFACTION

Page | 34
SATISFIED 35 35.35
NO OF RESPONDENTS
17%
37%
24%
21%
INTERPRETATION:
From the above chart 35.35% of the respondents felt the warranty policy
was satisfactory
TABLE 4.18: SUGGEST TO OTHERS

PARTICULARS NO OF RESPONDENTS %
Page | 35
YES 79 79.79
NO 20 20.20
90
80
70
60
50
40
30
20
10
0
NO OF RESPONDENTS %
YES NO
INTERPRETATION:
From the above chart 79.79% of the respondents felt to suggest BAJAJ
DOMINAR to others
TABLE 4.19: NEED ANY IMPROVEMENTS
Page | 36
YES 45 44.44
NO 55 55.55
NO OF RESPONDENTS %
60
55 55.55
50
45 44.44
40
30
20
10
0
YES NO
INTERPRETATION:
From the above chart 55.55% of the respondents felt that no need add any
improvements
Page | 37
TABLE 4.20: SATISFACTION TOWARDS BAJAJ

DOMINAR
SATISFIED 21 21.21
PPOORLY SATISFIED 17 17.17
NO OF RESPONDENTS
17%
37%
24%
21%
INTERPRETATION:
From the above chart 37.37% of the respondents are highly satisfied with
BAJAJ DOMINAR
Page | 38
CHI SQUARE ANALYSIS:

Ho: The satisfaction level of customer independent of age group
AGE/SATISFACTION HIGHLY SATISFIE AVERRAGELY POORLY ROW

SATISFIED D SATISFIED SATISFIED TOTAL
21-30 9 7 6 7 29
31-40 7 8 5 5 25
41-50 7 5 6 5 23
>50 5 6 5 6 22
COLUMN 28 26 22 23 99
TOTAL
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O E O-E (O-E)^2 (O-E)^2/E
9 8.20 0.8 0.64 0.07800
7 7.07 -0.07 0.0049 0.00069
7 6.50 0.25 0.25 0.03846
5 6.22 -1.22 0.4884 0.23929
7 7.61 -0.61 0.3721 0.04889
8 6.56 1.44 2.0736 0.31602
5 6.04 -1.04 1.0816 0.17904
6 5.77 0.23 0.0529 0.00916
6 6.44 -0.44 0.1936 0.300062
5 5.55 0.55 0.3025 0.05450
6 5.11 0.89 0.7921 0.15500
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CALCULATED CHI SQUARE VALUE 1.449874 DEGREES OF

FREEDOM = (r-1) (c-1)
=(4-1)(4-1)
=3*3
=9
INFERENCE:
The calculated CHI-SQUARE value (1.449874) is
less than the critical value (16.92) at 5% level of
significance and at 9 degrees of freedom.
So, we accept the null hypothesis.
Hence, we conclude that the satisfaction levels of

customers is independent of age group.
Page | 41
CHAPTER 5
SUMMARY OF FINDINGS
5.1 FINDINGS:
 Among 99 samples all of the respondents are male.
 41% of the respondents are students. 64% of the respondents have

been using BAJAJ DOMINAR two-wheeler for more than 2 years.
 34% of the respondents feel look as the influencing factor.
 36% of the respondents feel quality of the engine as excellent.
 More than 42% of the respondents obtained a mileage of 36-40

KMPL.
 Nearly 35% of the respondents are satisfied with Warranty policy.
 37% of the respondents are highly satisfied with BAJAJ DOMINAR

two-wheeler.
Page | 42
5.2 SUGGESTIONS:
 Increase the quality of customer services.
 Promotional activities should be carried out to increase sales.
5.3 CONCLUSION:
 From my survey I came to know that most of the BAJAJ DOMINAR
two-wheeler customers are of young age group and are students.
 Most of the customers are satisfied with the BAJAJ DOMINAR.
Page | 43
ANNEXURE
CUSTOMER SATISFACTION SURVEY ON BAJAJ DOMINAR BIKE
NAME:
AGE:
GENDER:
OCCUPATION:
1. How do you came to know about BAJAJ DOMINAR?
(a) Tv advertisements (b) newspapers (c) friends (d) relatives
2. Why do you prefer BAJAJ DOMINAR?
(a)Companies image (b) good mileage (c) easy to drive (d) others
3. Your opinion on outlook of BAJAJ DOMINAR?
(a) Excellent (b) good (c) average (d) poor
4. Which alternatives do you prefer against BAJAJ DOMINAR?
(a) Apache (b) pulsar (c) FZ (d) KTM (e) others
5. What do you feel about comfort of BAJAJ DOMINAR?
6. Are you satisfied with the performance of the vehicle?
(a) Yes (b) no
7. What is the top speed you noticed while riding BAJAJ DOMINAR?
(a) 90 (b) 100 (c) 110 (d) 120
8. Does the price of the BAJAJ DOMINAR bike suits your budget?
(a) Yes (b) No
9. How do you feel about the milage of BAJAJ DOMINAR bike?
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10. Are you facing any issues while riding BAJAJ DOMINAR bike?
-----------------------------------------------------------------------------
11. How do you feel about the breking system of BAJAJ DOMINAR?
(a)Excellent (b) good (c) average (d) poor
12. What features attracted you to purchase BAJAJ DOMINAR bike?
(a) Style (b) acceleration (c) riding comforts (d) others
13. Which colour of the BAJAJ DOMINAR do you prefer the most?
(a) Aurora Green (b) Vine Black (c) Charcoal Black (d) Orange
14. What is the most important criteria made you to purchase BAJAJ
DOMINAR?
(a) Design (b) model (c) pickup (d)others
15. Are you satisfied with the servicing centres of BAJAJ DOMINAR?
(a) Highly satisfied (b) Satisfied (c) less satisfied (d) Diss satisfied
16. Do you think that with the current features, performance and the price
of BAJAJ DOMINAR is able to compete with other branded bikes in the
market?
(a) Yes (b) No
17. Do you suggest BAJAJ DOMINAR to any one?
(a) Yes (b) No
18. Do you want any changes/improvements about BAJAJ DOMINAR

bike?
(a) Yes (b) No
19. Your overall rating about BAJAJ DOMINAR bike?
(a) ***** (b)**** (c) *** (d) ** (e)*
Page | 45
20.Please provide your feedback and suggestions after using BAJAJ

DOMINAR regarding any improvements or issues
BIBLIOGRAPHY:
 BROWN SUTER CHURCHILL, MARKETING RESEARCH, 8TH
ED, CENGAGE, Part 1, Part 4, Part 5
 RAMASWAMY V.S., NAMAKUMARI S. "MARKETING

MANAGEMENT" 3rd edition 2006 Macmillan Publications P. No.
311, 312.
 KUMAR ARUN, MINAKSHI N. "MARKETING

MANAGEMENT" Vikash publication 1st edition 2006 P. No 213,
214
Page | 46

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CUSTOMER SATISFACTION SURVEY ON BAJAJ DOMINAR

A PROJECT REPORT ON CUSTOMER

Under the Guidance of

SVU COLLEGE OF COMMERCE, MANAGEMENT

I hereby declare that the project entitled "A STUDY

I would like to acknowledge my gratitude and

(This research is purely for academic purpose and it is

4. Data Analysis and 19-41

 Marketing is about identifying and meeting the human and social

1.1 Who are customers?

1.2 What is customer satisfaction?

The Marketing Accountability Standards Board (MASB) endorses the

responded that they found a customer satisfaction metric very useful in

1.3 Why Customer Satisfaction Is Important?

 It's a leading indicator of consumer repurchase intentions and loyalty.

1. Asking customers to rate their satisfaction on a scale of 1-10. Any

3. An Accenture global customer satisfaction report (2008) found that price

4. A study by Info Quest found that a 'totally satisfied customer' contributes

5. McKinsey found that an unhappy customer tells between 9-15 people

Here are some customer retention strategies to get you thinking:

1.4 INDUSTRY PROFILE:

The Indian two-wheeler industry is characterised by well entrenched

BRAND NAME %MARKET SHARE

ROYAL ENFIELD MOTORS LTD 4.2%

SUZUKI MOTO CORPORATION 1.9%

Founded by Jamnalal Bajaj, a freedom fighter, philanthropist and a close

Founded 1926; 96 years ago

Founder Jamnalal Bajaj

Area served Worldwide

Owner  Rahul Bajaj

Number of employees 60,000+

1.) M Abdul Haneef, M Edwin Gnanadhas, Mr. BA Abdul Karim, Mr.

5) Abhijit Mitra (2006): in his article "Honda in India Flanking Plan",

6) N Santhosh kumari (2005):

newspapers or magazines. Majority (93.35percent) of these respondents can

OBJECTIVES OF THE STUDY:

 To measure the Bajaj dominar two wheeler customer satisfaction

 To redesign the marketing strategies if needed.

 RESEARCH DESIGN: DESCRIPTIVE DESIGN

 RESEARCH INSTRUMENT: Questionnaire

 CONTACT METHOD: PERSONAL

 STATISTICAL TOOL: CHI SQUARE TEST

 Customer satisfaction survey is a measure of how products and

TABLE: 4.1 GENDER DISTRIBUTION

TABLE 4.2 : AGE DISTRIBUTION

TABLE 4.3:USAGE OF BAJAJ DOMINAR

NO OF YEARS NO OF RESPONDENTS PERCENTAGE

TABLE 4.4: REASON TO CHOOSE

FEATURE NO OF RESPONDENTS PERCENTAGE

TABLE4.5: COLOUR PREFERENCE

VINE BLACK 21 21.21

CHARCOAL BLACK 34 34.34

TABLE 4.6: COMPARED TO OTHER VEHICLES

VERY BAD 15 15.15

TABLE NO 4.7: BODY STYLE

VERY GOOD 26 26.26

VERY BAD 19 19.19

TABLE 4.8: PICKUP SATISFACTION

AVERAGELY SATISFIED 25 25.25

VERY UNSATISFIED 22 22.22

TABLE 4.9: TOP SPEED EXPERIENCED

TOP SPEED NO OF RESPONDENTS %

<100 KMPH 6 6.06