Home Explore Search   Upload Login Signup

Advertisement

Recommended

Customer
satisfaction level &
service analysis baj…
Babasab Pat il

 1 of 68     A study on consumer
behaviour towards
bajaj pulsar 150 cc i…
Bajaj contents Project s Kart
Oct. 30, 2012 • 14 likes • 7,578 views
   A study of brand
preference and
buying pattern
Rajesh Kumar Follow Sandeep F Cool
Working at student

“A STUDY OF
ADVERTISING AND
SALES PROMOTION …
abhijit 055

Mahindra balero
Subramanya Dg

PresentationCUSTOM
ER SATISFACTION
TOWARDS SALES AN…
prat ik bhalala

Customer awareness
and effectiveness @
hero honda project…
report
Babasab Pat il

Customer
satisfaction @ tvs
motors project…
Babasab Pat il

Advertisement
 More Related Content

Slideshows for you (20)

Customer satisfaction and i… customer perception… Ktm cbe full project A study on consumer… A project report
Babasab Patil Rishi Patel Vasantha Rajan rajukann kARYAPPA

Viewers also liked (20)

A project report on consum… A study of customer… Project on bajaj Auto Ltd Consumer satisfaction leve… A comparative s
Babasab Patil Projects Kart Sunil Jaiswal Babasab Patil hasnain2
 Advertisement

Similar to Bajaj contents (20)

Gajendra MBA Summer Training Proje… Internship Report by Md.… Project report-on-india-bul… Project work cu
Gajendra Thakur Aparna Sharma numan_ bu satya pal bharadwaja yella

Featured (20)

Understanding Artificial… Four Public Speaking Tips… Different Career Paths in… How to Fortify a Diverse… 5 Tips for Embra
APPANION Ross Simmonds Roger Huang Aggregage O.C. Tanner
 Advertisement

 Bajaj contents
1. A STUDY ON CONSUMER SATISFACTION WITH SPECIAL REFFERENCE TO JAI BAJAJ SERVICE CENTER ADYAR Submitted in partial fulfillment of the requirements For degree in BACHELOR OF
BUSINESS ADMINISTRATION By RAJESH KUMAR (Reg. No. 2828191) DEPARTMENT OF BUSINESS ADMINISTRATION SATHYABAMA UNIVERSITY (Established under Section 3 of UGC Act 1956)
JEPPIAAR NAGAR, RAJIV GANDHI ROAD CHENNAI 600119
2. MARCH 2011 SATHYABAMA UNIVERSITY (Established Under section 3 of the UGC Act, 1956) Accredited with B++ Grade by NAAC JEPPIAAR NAGAR, CHENNAI - 600 119 DEPARTMENT OF
BUSINESS ADMINISTRATION & COMMERCE BONAFIDE CERTIFICATE This is to certify that this Project Report is the bonafide work of P.RAJESH KUMAR Reg. No. 2828191 who carried out the
project entitled “A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL REFERENCE TO JAI BAJAJ SERVICE CENTER ADYAR” under our supervision from January 2011 to February 2011.
Internal Guide External Guide MR.J.KUMAR M.com.,Mphil., MBA., MR.MAHALINGAM Head of the Department Dr. N.GOPINATHANM.com., Mphil., ph.D Submitted for Viva Voce Examination held
on_________________ Internal Examiner External Examiner
3. Declaration I P.RAJESH KUMAR here by declared that the project report entitled “A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL REFERENCEIN JAI BAJAJ SERVICE CENTER is done
by me under the guidance of MR.KUMAR M.COM., Mphil., MBA and MAHALINGAM at JAI BAJAJ SERVICE CENTER ADYAR is submitted in the partial fulfillment of the requirements for the
award of the degree in BACHELOR OF BUSINESS ADMINISTRATION.
4. Acknowledgement First and foremost, I would like to sincerely acknowledge thanks to MR.KUMAR BBA project guide and other faculty members of the university. Itʼs my privilege to
express my sincere thanks and gratitude to my industrial guide I am thankful to manager and employees of jai Bajaj service center Chennai for guiding me and sharing my experience and
also being very co operative during my survey and for their interest in making my survey success. Last but not least I thankful to all my respondents for assisting me to complete the
report
5. Contents S.NO TITLE PAGE NO 1. CHAPTER .1.1 Introduction 1.2 Objectives of study 1.3 Needs of the study 1.4 Limitations of the study 1.5 Chapter scheme 2. CHAPTER 2.1 Industry profile
2.2 Company profile 3. CHAPTER 3.1 Review of literature
6. 4. CHAPTER 4.1 Analysis and data interpretation. 5. CHAPTER 5.1 Findings 5.2 Suggestions 5.3 Conclusion 6. CHAPTER 6.1 Annexure 6.2 Bibliography 6.3 Questionnaire
7. Contents S.NO TITLE PAGE NO 1. CHAPTER .1.1 Introduction 1 1.2 Objectives of study 2 1.3 Needs of the study 3 1.4 Scope of the study 4 1.5 Limitations of the study 5 1.6 Chapter
scheme 6 2 .CHAPTER 2.1 Industry profile 7 2.2 Company profile 9 3. CHAPTER 3.1 Research methodology and 11 Review of literature 4. CHAPTER 4.1 Analysis and data interpretation 5.
CHAPTER 5.1 Findings 5.2 Suggestions 5.3 Conclusion 6. CHAPTER 6.1 Annexure 6.2 Bibliography 6.3 Questionnaire
8. 1.1 INTRODUCTION Satisfaction is a personʼs feelings of pleasure or disappointment resulting from comparing a productʼs perceived performance (or outcome) in relation to his or her
expectations. Whether the buyer is satisfied after purchase depends on the offerʼs performance in relation to the buyerʼs expectations. If the performance falls short of the
expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations the customer is highly
satisfied or delighted. A company would be wise to measure customer satisfaction regularly because one key to customer retention is customer satisfaction. A highly satisfied
customer generally stays loyal longer, buys more as the company introduces new products and up grades existing products, talks favorable about the company and its products, pays
less attention to competing brands and is less sensitive to price, offers product or service ideas to the company, and costs less to serve than new customers because transactions are
routine. When customerʼs rate their satisfaction with an element of the companyʼs performance - say, delivery. It could mean early delivery, on-time delivery, order completeness, and
so on. The company must also realize that two customers can report being “highly satisfied” for different reasons. One may be easily satisfied most of the time and the other might be
hard to please but was pleased on this occasion. A number of methods exist to measure customer satisfaction. Periodic surveys can track customer satisfaction directly. Respondents
can also be asked additional questions to measurer purchase intention and the likelihood or willingness to recommend the company and brand to others. Companies that do achieve
high customer satisfaction ratings make sure their target market knows it. For customer centered companies, customer satisfaction is both a goal and a marketing tool. Although the
customer-centered firm seeks to create high customer satisfaction, that is not its ultimate goal. If the company increases customer satisfaction by lowering its price or increasing its
services, the result may be lower profits. The company might be able to increase its profitability by means other than increased satisfaction (for example, by improving manufacturing
processes or in vesting more on R&D). Also, the company has many stakeholders, including employees, dealers, suppliers and stock holders. Spending more to increase customer
satisfaction might divert funds from increasing the satisfaction of other “partners”. Ultimately, the company must
9. operate on the philosophy that it is trying to deliver a high level of customer satisfaction subject to delivering acceptable levels of satisfaction to the other stakeholders, given its
total resources. 1.2 OBJECTIVES OF THE STUDY:- • The objective of the study is “Company image Bajaj and Survey research to measure customer satisfaction in Chennai. • To determine
the effects of the company image on the sales. • To understand customer attitude towards Bajaj motorcycles and Bajaj auto. • To measure customer satisfaction of Bajaj motorcycle
owners. • To know the market share of Bajaj auto in Chennai. • To predict the boom of automobile industry. • To know the tastes and preferences of people of Chennai when it comes to
motorcycles. • To find the reasons for buying Bajaj motorcycle.
10. 1.3 NEED FOR THE STUDY:- Customer is one whom you satisfy a wants or needs in returns for some of payment. The payment may be money, may be in time, or may be good will but
there is some form of payment. Satisfaction is the level of the persons felt by comparing the products perceived in relation to personʼs expectations. Satisfaction level is function of the
difference between perceived performance and expectations. If the performance falls short of expectations, the customer is not satisfied. If the performance matches the
expectations the customers highly satisfied. If the performance is beyond his expectations the customer is thrilled. Customer satisfaction is the customerʼs positive or negative
feelings about the value that was a perceived result of using particular organizationʼs offering in specific used reaction to a series of used situation experience.
11. 1.4 SCOPE OF THE STUDY:- The study is limited to the customer of bajaj vehicle buyers. The study will know us to understand the customers, preference and their needs expected
from their business owners.
12. Measurement of the customers satisfaction is quiet complex subject However the Bajaj automobile showroom are located in other places i.e is locally and even in the
neighboring state. Only opinion of respondents in Chennai city was considered finding the opinions and respondents.
13. 1.5 LIMITATIONS :- 1. During the survey most of the respondents contacted had newly purchased the motorcycle thus they could not respond accurately i.e. their satisfaction level and
defects in the motorcycles. 2. The research is directly concerned with the study of human preference and behavior and achieving absolute mathematical accuracy towards this was not
possible. 3. Secondary data about jai 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. 4. Some data like abbreviations and detailed promotional activities were scarce even on internet.
14. 1.6 Chapter scheme: Chapter 1.deals with Introduction, objectives of study, needs of the study, scope of the study, limitations of the study Chapter 2. deals with Industry profile,
company profile. Chapter 3. deals with Review of literature and research methodology Chapter 4.deals with Analysis and Interpretation of data Chapter 5. Findings, suggestions,
conclusions.
15. 2.1 Industry profile: 2.1.1 History of two wheeler: The encyclopedia describes a motorcycle as a bicycle propelled by an internal combustion engine The motors on mini bikes,
scooters and mopeds are usually air cooled and range from cubic cm in displacement, the multiple cylinder motorcycles displacements of more than 1300 cubic cm The automobile was
the reply to the 19th century dream of self propelling the horse drawn carriage. Similarly, the invention of the motorcycle created the self propelled bicycle. The 1900s saw the
conversion of many bicycles, or pedal cycles by adding small, centrally mounted spark ignition engines. There was then felt the need for reliable constructions. This led to road trial
tests and competition between manufacturers. Such were the providing ground for many new ideas from early two stroke cycle designs to supercharged, multivalent engines mounted
on aerodynamic, carbon fiber reinforced body work. The two wheeler industry today has significant role in the Indian economy. With an annual turn over of Rs.6200 crores and a
compounded range of 10 percent in the recent years, it is the one if the few industrial sectors in the growth phase today. The reasons for this are not far to seek. The consumers who
want to be mobile today considers personal transportation as one of his basic needs. In India the two - wheeler is used in variety of purposes, particularly in urban areas communicating
the work, visiting people, carrying loads, out door jobs like selling and the like. The rural areas, it enables the people to travel more frequently to nearby towns for their daily needs. In
other words, it has also become a valuable support for increasing productivity and profits, besides helping personal transportation. In the year 1997 was a difficult period for automobile
sector with the major sector with major player hit by the recession. However two wheelers came through un – scratched with a modest three percent growth. One of the primary
reasons for this has been the robust growth the rural market. A series of good monsoons and high price for agricultural commodities have increased the purchasing power of rural
customers. Today, the rural market of over six lakhs villages contributes contributes 35 percent to total two wheeler sales.
16. 2.1.2 The two wheeler industry basically comprises: 2.1.2.1 Motor cycles: The motorcycles segment grew by 28% in terms of sales in 1995, which is remarkable by all standards. In
1980s the only available motorcycles in the Indian market were the conventional indigenously build rajdoot, bullet and yezdi. This changed drastically when japanese introduced their
motorcycle in Indian market. The superior styling and better economics led to increase in the market share. 2.1.2.2 Scooters: In 94 - 95 the scooter segments accounted for 46 – 80% of
two wheeler industries crossed the one million mark. As such the scooters segment has grown by 34% - 37% which is one of the segment achievements of industry. The most important
contribution to the segment is Bajaj auto with an installed capacity of 12 – 72 lakh scooters per annum. In act the company is the largest manufacturer of two –wheeler in the country and
the fourth largest in the world. Other companies which involve in manufacturing scooter with a capacity if 20000 scooter per annum and kinetic Honda. 2.1.2.3 Mopeds : In 1972 the Indian
companies was introduced to the models of two – wheeler, which was popularly known as mopeds. Which became virtually to generic name for mopeds and come to be identified with
lower middles class people of the country because it was the cheapest available two wheeler with maximum offered mopeds are for this smallest chunk in the industry. However this
segment has failed to grow especially compared to motorcycles and scooters. During the 1980ʼs mopeds are quiet popular in first half of the 1980ʼs the scooters showed a phenomenal
growth of 65% during 1980 – 85. During 1994 mopeds registered a growth of just 13% kinetic engineering is one of the leading producers of mopeds in India. A major part of growth on
the two wheeler industry has come from motorcycles especially the Indo – japanese 100 CC motorcycles which are considered fuel efficient, reliable and suited for rough roads.
Scooters are also growing at a fast pace and are being increasingly perceived as a better option providing convenience and modern style, by urban customers.
17. 2.1.2.4 Promising future: The future outlook for the industry looks promising. Rising income levels in both urban and rural markets will ensure a rising market for the two – wheeler,
considered a basic need. Most of the leading players such as TVS, Hero Honda and Bajaj auto group gearing up to strengthen their presence in this segment with a range of new
products that will address their needs of specific consumer demand. Today customer preferences are driving the industry. Reliability modern styling and economy are demanded by the
mass segment while convenience the important features for the emerging segment the power and pleasure of riding a two wheeler as well. The manufacturers are responding to these
customer needs with the introduction of new models and modifying the existing models. COMPANYʼS HISTORY: Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj
Trading Corporation Private Limited. It started off by selling imported two- and three wheelers in India. In 1959, it obtained license from the Government of India to manufacture two- and
three-wheelers and it went public in 1960. In 1970, itrolled out its 100,000th vehicle. In 1977, it managed to produce and sell100,000 vehicles in a single financial year. In 1985, it started
producing at Waluj in Aurangabad. In 1986, it managed to produce and sell 500,000 vehicles in a single financial year. In 1995, it rolled out its ten millionth vehicle and produced and sold 1
million vehicles in a year. 2.2 Bajaj auto limited The Groups' principal activity is to manufacture two and three wheeler vehicles. Other activities of the group include insurance and
investment business. The Group operates in three segments, which are Automotive, Insurance and Investment and Others. It has a network of 498 dealers and over 1,500 service
dealers and 162 exclusive three- wheeler dealers spread across the country.
18. About Bajaj 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 and three-
wheelers), home appliances, lighting, iron and steel, insurance, travel and finance. The groupʼs flagship company, Bajaj Auto, is ranked as the worldʼs fourth largest two- and three-
wheeler manufacturer and the Bajaj brand is well-known in over a dozen countries in Europe, Latin America, the US and 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. His son, Kamalnayan Bajaj, then 27, took over there ins 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 and Managing Director of the group, Rahul Bajaj, took charge of the business in 1965. Under his leadership, the turnover of the Bajaj Auto the flagship
company has gone up from Rs.72 million to Rs.46.16 billion(USD5 936 million), its product portfolio has expanded from one to and the brand has found a global market. He is one of Indiaʼs
most distinguished business leaders and internationally respected for his business acumen and entrepreneurial spirit COMPANY PROFILE :- Founder Jamnalal Bajaj Year of Establishment
1926
19. Industry Automotive - Two & Three Wheelers Business Group The Bajaj Group Listings & its codes BSE – Code: 500490; NSE - Code: BAJAJ AUTO Presence Distribution network covers
50 countries. Dominant presence in Sri Lanka, Bangladesh, Columbia, Guatemala, Peru, Egypt, Iran and Indonesia. Joint Venture Kawasaki Heavy Industries of Japan Registered & Head
Office. Akurdi , Pune – 411035, India Tel.: +(91)-(20)-27472851 Fax: +(91)-(20)-27473398 Works Akurdi, Pune 411035 Bajaj Nagar, Waluj Aurangabad 431136 Chakan Industrial Area, Chakan,
Pune 411501 E-mail rahulbajaj@bajajauto.co.in Website www.bajajauto.com 3.1 RESEARCH METHODOLOGY :- Survey research is the systematic gathering of information from respondents
for the purpose of understanding and/or predicting some aspects of the behavior of the population of interest. It is the most common method of collecting primary data for
20. marketing decisions. Survey can provide data on attitudes, feelings, beliefs, past and intended behavior, knowledge, ownership, personal characteristics and other descriptive
items. Survey research is concerned with administration of questionnaires (interviewing). The survey research must be concerned with sampling, questionnaire design, questionnaire
administration and data analysis. The administration of questionnaire to an individual or group of individuals is called an interview. A questionnaire is simply a formalized set of questions
for eliciting information. As such, its function is measurement and it represents the most common form of measurement in marketing research. The report has been prepared as per the
information obtained from two sources. They are: 1. Primary data 2. Secondary data 1.Primary data: The primary data included the information collected from the 1. Proprietor, manager
and employees of JAI BAJAJ motors. 2. Structured questionnaire 3. Personal interview with customer 2.Secondary data: Secondary data includes a. Data from various magazines esp.
bike magazines. b. Internet c. Brochures d. Books e. Newspapers etc Sampling plan: Data collected has been analyzed and interpreted by using simple percentage method and finally the
data is presented in graphs and charts. Sampling frame : 1. Customers visiting showrooms for servicing their motorcycles 2. Shopping malls, Supermarket, Markets, College parking etc
Sampling unit: Motorcycles owners esp. Bajaj Pulsar motorcycle owners Sampling method: Simple random sampling method was used.
21. Desired sample size: A sample size of 60 motorcycle owners was specified. 3.2 Literature of review: Customer satisfaction is the determination of the degree to which a companies
products or services meet the requirements of the end users. “Customers satisfaction is the customerʼs evaluation of a product or service in terms of whether the product or service
has met their needs and expectations.” Consumer expectations are continuously increasing. Brand loyalty is a thing of past. Customerʼs seeks out the products and producers that re
best able to satisfy their requirement. It is not enough if the product meets customer expectations like the behavior or attitude of the person. Customer satisfaction is the combination
of both technical features and human behavior aspects. Customer satisfaction has been represented as follow: Performance features address issues the conformance to the standards
and variability. Behavior aspects deal with the component of the following aspects. Responsiveness – readiness of employees to provide the service. Courtesy – respect,
friendliness of contact personnel. Complete resolution – listening to customers. Communication – speaking to the customers in their language. Credibility – taking ownership in
resolving the complaints. If customers experience matches the customer expectations, it leads to customer satisfaction and if customer experiences doesnʼt match the customer
expectationsʼ, leads to ʻcustomer satisfactionʼ. On similar lines if it expectation leads to customer delights. • Phases in customer satisfaction:- Customer satisfaction can be divided in to
three phases.
22. • Pre sales period:- During these phase the customer satisfactions are built through the various information on the product, i.e. its quality, core benefits, its price distribution outlet
and so on. The customer is in a way attracted to the benefits of the product that he would gain after the purchase of the product. • During the sales period:- During this phase the
customer is experienced on being converted from a prospect to an actual buyer. Here customer satisfaction will be felt if given an opportunity to inspect the product, attentive services
ambience etc. • After sales period:- This phase starts after the customer has brought the product and started using it. Customer satisfaction will be matching customer expectation if the
required support or advice is provided by the firm, efficient and effective follow up process efficient and effective follow up process, efficient repair and maintenance service and
smooth and straight forward complaint follows • Product and service features:- Customer satisfaction with product or service is influenced significantly by the customer evaluation of
the product and service in the features. The important features and attributes and perception of those features all determine the overall satisfaction. Customer emotion can also affect
their perceptions of satisfactions with their products and services. These emotions can be stable pre-existing emotions like mood state or life satisfaction. These include positive
emotions happiness, pleasures and negative emotions such as sadness, regret, sorrow, anger and depression. • Attributions for service success and failure: Attributions the perceived
courses of events, influences, perception of satisfaction well. When the product or service is either much better or much worse than expected, the
23. customer tends to look for the reasons and their assessments of reasons can influence their satisfaction. Customer satisfaction is also influenced by perceptions of equity and
fairness. Customer ask themselves whether they had been treated fairly compared with other customers, whether they got the treatment, better prices or better quality services. Most
of the companies believe in TCS- “total customer satisfaction”. If the exiting the customers are satisfied, then they advertise the product and there by it reduces the cost on promotional
activities. Their peer groups including friends and relatives will also be influenced toy to the product and thereby enabling the company to earn high market share. Satisfaction of the
customers is also important tool to the companyʼs planning for the future. Based on the satisfaction plan they can plan out their future market policies. Any modification required
enhancing the level higher and plan out the promotional policies required in the future. Hence customer satisfaction is the most important in the market action. Action planning organizes
the activity to improve customer satisfaction by operational defining and functional deploying customer requirement. The concept of satisfaction is one about which there are presently
few agreed upon definition and approaches to measure nevertheless. Hunt as summarized concept in the following statement. Satisfaction is the kind of stepping away from and
experiences and evaluation it, one could have pleasure experiences that caused dissatisfaction because even thought pleasurable, it was supposed or expected to be. So satisfaction /
dissatisfaction is not an emotion, evaluation of an emotion. Even though Bajaj is facing cut throat competition in the market, it is making huge profits. There is need to understand the
customer buying behavior and customer satisfaction towards the product. Therefore the Baja India company chooses what the factor which makes the customer satisfy and what are
the changes the required in futures. The research intends to prove and understand the customerʼs perception and attitude towards Bajaj motors. Researches also study to find out the
level of the customers
24. satisfaction towards Bajaj on different parameters. By this the company would like to know the demerits and increases their standard of the industry. • Definition for after-sales
services: Customer support following the purchase of the product or services. In some cases, after-sales services can be almost as important as initial purchase. The manufacturer,
retailer, or service provider determines what is included in any warranty (or guarantee) package. This will include the duration of the warranty traditionally one year from the date of
purchase, but increasingly two or more years “maintenance and / or replacement policy, items included/excluded, labor cost, and speed of response. In the case of service provider,
after sale service might include additional training or helpdesk availability. Of equal importance is the customerʼs perception of the degree of willingness with which a supplier deals
with the questions or complaint, speed of response, and action taken. Quality, price and service are three factors are critical to success of any export sales effort. Quality and price are
addressed here, should be integral party of any companyʼs export strategy from the start. Properly handled, service can be foundation for growth. Ignored or left to chance, it can
cause an export effort to fail. Service is the prompt delivery of the product. It is courteous sales personnel. It is a user or service manual modified to meet your customerʼs needs. It is
ready access to a service facility. It is knowledgeable, cost-effective maintenance, repair or replacement. Service is location. Service is dealer support. Service varies by the product
type, the quality of the product, the price of the product, and the distribution channel employed. For export products that require no service – food products, some consumer goods,
and commercial disposables. On the other hand, the characteristics of consumer durable and some consumables demand services be available. For such products, service is expected
by the consumer. In fact, foreign buyers of individual goods typically place service at the forefront of the criteria they evaluate when making a purchase decision. All markets are
sophisticated, and each has its own expectations of suppliers and vendors. U.S manufacturers or distributors must their fore ensure that their service performance is comparable to
that of predominant competitors in the market. This level of performance is an important determinant in ensuring a reasonable competitive position, give the other factors of the
product quality, price, promotion and delivery.
25. An exporting firms strategy and market entry decision may dictate that it does not provide sales service. It may determine that its exports objective is the single or multiple
opportunistic entries into export markets. Although this approach may work in the short term, subsequent product offerings will be less successful as buyers recall the failure to
provide expected levels of service. As a result, the market development and sales expenditures may result in one time. • Service delivery options: Service is an important factor in the
initial export sale and ongoing success of products in foreign markets. U.S. firms have many options for the delivery service to foreign buyers. A high cost option and the most
inconvenient for the foreign retail, wholesale, commercial or individual buyer is for the product to be returned to the manufacturing or distribution facility in the United States for service
or repair. The buyer incurs a high cost and loses the use of the product for an extended period, while the seller must incur the export cost of the same product a second time in return it.
Fortunately, there are particular, cost effective alterative approach. If the selected export in the channel is a join venture or other partnership arrangement, the oversea partner may
have a service or repair capability in the markets to be penetrated. An exporting firmʼs negotiation and arrangement with its partners should include explicit provision for repairs,
maintenance and warranty service. The cost of providing this service should be negotiated into the agreement. For goods sold and retail outlets, a preferred service opinion is to
identify and use local service facilities. Though this requires up front expenses to identify and train local service outlets, the costs are more then required in long run. If the product
being exported is to be direct end users, service and timely performance are critical to success. The nature of the product may be required delivery of one site service to the buyer
within very specific parameter. May have to send personnel parameter to the site to provide service. The sales contract should anticipate a reasonable level of one site service and
should include the associated costs. Existing performance and service history can serve as a guide for existing service
26. and warranty requirements on export sales, and sales can be costs accordingly. This practice is accepted by small and large exporters alike. At some level of exports activity, it may
become cost effective for company to establish its own branch or subsidiary operations in the foreign market. The branch or subsidiary may be in one person operation or more
extensive facility staffed with sales, administration, service and other personnel, most of whom are local nationals in the market. This high cost option enables the exporter to ensure
sales and service quality, provided the personnel are trained in sales, products, and service on an ongoing basis. The benefits of the options includes the control it gives to the
exporter and the ability to serve the multiple markets in a single region. Manufacturers of similar or related products may find it cost effective to consolidate service, training and
support each export market. Service can be delivered by U.S based personnel, a foreign facility under contract, or a jointly owned foreign based service facility. Despites its cost
benefits this options raises a number of issues. Such joint activity may be interpreted as being in restraint of trade or otherwise market controlling or monopolistic. Exporters that are
considered it should therefore obtain component legal counsel when developing this joint operating arrangement. Exporters may wish to consider obtaining an export trade certificate
of review. • TEN RULES FOR GREAT CONSUMER SERVICE: Efficient and affordable online customer service training. Amount of time when you called a mail companyʼs toll free line Negative
buying experiences are almost always linked to shoddy customer service Even though most businesses claims that they put people first itʼs rare to find good consumer support. But
customer service isnʼt extinct. In fact after consumer groups and the media took potshots last year at e-commerce sites for leaving customers, many businesses began to focus more
attention on service. Strong customer service is a business essential. Providing it isnʼt as difficult if you as employees achieved these basic rules. • Commit to quality service: Everyone
in the company needs to be devoted to creating a positive experiences for the customers. Always try to go above and beyond customer expectations. • Know your products:
27. Convey an articulate and in depth knowledge of product and services to win customer trust and confidence. Know your companyʼs products, services, and return policies inside and
out. Try to anticipate the types of questions that customers will ask. • Know your consumers: Try to learn everything you can about your consumers in order your service approach to
their needs and buying habits. Talk to consumers about their experience with your company, and listen to their complaints. In this way, you can get to the root of customer
dissatisfaction. • Treat people with courtesy and respect: Remember that every time that you, your employees, and colleagues make contact with customer whether its by email,
phone, written correspondence, or a face to face meeting, the interaction leaves with impression with that customer. Use conciliatory phrases, “sorry to keep you waiting” “Thanks for
your order,” Youʼre welcome,” and “itʼs been a pleasure helping you” to demonstrate not only your commitment to customer satisfaction but your dedication is courtesy. • Never argue
with customers: You know very well that the customer isnʼt always right. However, it is important that you do not focus on the missteps of a particular situation, instead, concentrate on
how to fix it. Research shows that 7 out of 10 customers will do the business with the company again if that business resolves a complaint in their favor. • Donʼt leave customers in limbo:
Repairs, callbacks, and emails need to be handled with a sense of urgency. Customers want immediate resolution and if you can give it to them, you will be probably win their repeat
business. Research shows that the instance of repeat business growth up to 95 percent when complaints are resolved on the spot. • Always provide what you promise: Fail to do this
you will lose both credibility and customers. If you guarantee your quote within 24 hours, get the quote in day or less. If and when you neglect to make good on your promise, apologize
to the customer and offer some type of compensation, such as discount or free delivery. Overall only make promises that you are confident that you and your business can keep. •
Assume that your customers tell the truth:
28. Even though it may appear that customers lie to manipulate a situation to their advantage, it is to your advantage to give them the benefit of the doubt. The majority of the customers
donʼt like to complaint in fact they will out of their way perhaps all the way to competitors to avoid it. If you hear unhappy to rumbling from your customers, take their complaints to heart
and do your best to appease their dissatisfaction. • Focus on customers not on sale: Sales people especially those who paid on commission some times focus on the volume instead of
on the quality of the sale. Remember that to keep a customerʼs business is more important to close a sale. Research shows that it costs six times more to attract a new customer than it
does to keep an existing one. Moreover happy customers are the best and most effective way to find new customers. • Make it easy to buy: The buying experience in your store, on your
web site, or through your catalog should be as easy as possible. Eliminate unnecessary paper work and forms, help people to find what they need, explain how products work, and do
whatever work else you can to facilitate transactions. • New sales opportunities and improved customers relations:- Foreign buyers of U.S manufactured products typically have limited
contacts with the manufacturer with personnel. The foreign service facility is in fact one of the major contact points between the exporter and buyer. To a great extent, the U.S
manufacturer reputation is made by overseas service facility. The service facility can be a positive and reinforcing sales and service encounter. It can also be an excellent sales
opportunity if the service personnel trained to take advantage of the situation. Service personnel can help the customer make life cycle decisions regarding the efficient operation of
the product how to update it more and longer cost effective operation and when to replace it as the task expands or changes. Each service contact is an opportunity to educate to
customer and expand the exporterʼs sales opportunities. Service is also an important aspect of selling solutions and benefits rather than product features. More than one leading U.S
industrial products exporter sells its products as a tool to do the job rather than as a truck or a cutting machine. Service capability enables customers to complete their jobs more
effectively with the exporter tool. Training
29. mangers and personnel in this type of thinking vitalize service facilities and generate new facility opportunities. Each foreign market offers a unique opportunityʼs to the U.S
exporter. Care and attention to the development of in the countryʼs sale and distribution capabilities is permanent. Delivery of after sales service is critical to the near and long term
success to the U.S companyʼs effort in any market. Senior personnel should commit to a program of regular travel to each market to meet with company representatives, clients, and
others who are important to success of the firm in that market. Among those persons would be commercial officer at the commercial services post and representatives of the American
chamber of commerce and the local chamber of commerce or business association. The benefits of such a program are twofold. First executive management learns more about the
market place and the firmʼs capabilities. Second the in country representative appreciates the attentions and understands the importance of the foreign market in the exporterʼs long
term plans. As a result such visits help build a strong, productive relationship. • Measuring customer satisfaction: Customer satisfaction refers to the extent to which customerʼs
satisfaction levels can be measured using survey techniques and questionnaires. Gaining high level of customer satisfaction is very important to a business because satisfied
customers are most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business. Studies carried out by companies like Argos and Cadburys
have found very high levels of customer satisfaction. It is not surprising because the companies emphasize market research and marketing as the tools to find out what customers
want. Knowing what your customer wants it possible to tailor everything you do to pleasing the customers. There are many factors which lead to high level of customer satisfaction
which includes: products and services which are customer focused and then provide high levels of value for money. Customer service giving personal attention to the needs of the
individual customers. After sales service. Following up the original purchase with after sales support such as maintenance and updating for example in the updating computer packages.
This occurs when they feel that the goods and services that they buy have been specially produced for them or for people like them. This relates to a wide range of products such
30. as razors that are designed for case of use and good quality finish, petrol products that are environmentally friendly and customized to meet the needs of particular types of
engines etc. • Service quality: Quality is consistently delivering products and services that fully meet customerʼs needs and expectations. Product or service quality requires a total
system, which identifies customer requirements, which design the product or service to those requirements and which establishes a product or service delivery system to produce in
conformance with the specifications. A customers perceived performance of an evaluation of those product attributes, attribute performance and consequences arising from use that
facilitate achieving the customerʼs goal and purposes in use situations. • Value is not what goes in product, but what customer goes out of it. • A customer gets the value over a period of
time, rather then a point in time. • Value happens in the customers space rather than the suppliers space, where only cost in accumulate. Quality work does not mean quality service.
Customer prefers organizations that deliver quality service, and suppliers can charge premium for quality services. That customer assess service quality by comparing what they feel a
seller should offer and compare with against the sellers actual service performance. Quality control and marketing must take place during service production and consumption. A list of
six criteria of good perceived quality professionalism and skills, attitudes and behavior, accessibility and flexibility, reliability and trustworthiness, recovery, and reputation and
credibility. The first is outcome related, reputation and credibility are image related, and the rest are process related. There are five key gaps that can cause problems in service
delivery. • Research gap – between customer expectations and managements perception of those expectations. • Planning and design gap – between managementʼs perception of
what the customer wants and the designed capabilities of the system that management develops to provide the service. • Implementation gap – between what the service system is
designed to provide and what it actually provided.
31. • Communication gap – between what the service system provides and what the customer is told it provides • Reality gap – between customerʼs service expectations and their
perceptions of that service. A company should always pay attention to the customer perceptions and expectations. If there is a difference between customer expectations and
perception, there is a gap and in practice, it does not matter whether the gap is based on facts or feelings, but how the customer perceives service matters. In studies of customerʼs
expectations of service quality and their actually experiences, the following five elements are seen as the most important to the buyer. • Reliability – ability to provide what was
promised. • Assurance – knowledge of courtesy of employees and their ability to convey trust and confidence. • Tangibles – physical facilities, equipment and appearance of the
personnel. • Empathy – carrying and individual attention. • Responsiveness – willingness to help and provide prompt service. Two critical dimensions are reliability and responsiveness.
Generally, reliability is the most important for customer when they access service. Responsiveness means anticipating problems before they occur, rather than fixing problem quickly.
Companies must work at making sure that problems will not occur at all. Once the customer is sure about the quality of the product and responsiveness of the employees, the
probability of the customer becoming a loyal customer increases. Customers evaluate services based on the purpose of the service, necessity, importance, results, cost and risk. In
order to have appropriate expectations, a customer should have a full picture of the purpose of a job. Depending on the customerʼs perception, the necessity of a service can vary. If
the service is necessary to help customers perform their jobs they have high expectations for the job. If a customer sees a risk associated with dealing with the company, their
perception of the added value can be minimal. Determinants of service quality are: • Reliability – consistence of service. • Responsiveness – willingness of readiness of employees to
provide
32. • Competence – possessions of required skills. • Access – approachability and case of contact. • Courtesy – politeness, respect, consideration and friendliness • Communication –
keeping customers informed and listening. • Credibility – honesty, trustworthiness. • Security – freedom from danger, risk or doubt. • Tangibles – physical evidence of the service. The
value of the result varies with the size of the service tasks and their importance for the customer. Frequently the way of service is provided is an important as the result. This has the
following effects on service providers. • Service quality is relative • Service quality is defined as the customer. • Service quality varies from customer to customer. • Service quality can
be enhanced to meeting customer expectations and controlling those expectations. A companyʼs most significant success factor is ability to deliver better customer value than the
competitors do. The components of customer value a company can estimate a customerʼs true profitability. Customer perception of expected benefits consists of the product and
service attributes. Additionally it includes company image relative to the competition. Good customer value consists of product value, service value and value based pricing. Many
customers measure their cost only in terms of price, but in certain cases the acquiring costs can be substantial and convenience cost can have the value for a customer. Customerʼs
perceived risks should be reduced in a ways that would increase their expectations and create competitive advantage. Service reliability reduces the cost of service delivery and builds
value of the customers. For an organization that offers a service a whose quality cannot be judged in advance, a service guarantee may represent an important marketing tools, and it
can be significant for the potential customer to whom this service may cause substantial risk. • Five basic customer value lessons: • Customer defines the appropriate product quality,
service quality and reasonable price.
33. • Customer value expectations are formed relative to competitive offerings • Customer expectations are dynamic, always demanding • Product and service quality must extend
throughout the channel. • Maximizing customer value requires total organizational involvements and commitments. 4.1 Data analysis and interpretation: SWOT Analysis: Market trends
must be considered as the company the company develops Itʼs marketing strategies. 1. Strengths:
34. • "Bajaj" is a well established Brand name in the scooter segment. • Bajaj Auto is a cost-effective producer in the two wheeler market. • It has a huge market share in the scooter
segment of the two-wheeler industry. This acts as a cushion for the company in their efforts of foraying into the motorcycle segment. • Bajaj has established a wide distribution network
for the scooter segment which will favor them in their efforts in the motorcycle segment. • Marketing has been a strength for Bajaj since inception. Strengths are internal capabilities
that can help the company reach its objectives Bajaj can build three important strengths: 1. Style 2. Pick up 3. Speed 2. Weaknesses: • Bajaj has become a generic name associated with
the scooters and that needs to be changed in the minds of the consumers before it could expect a great success in the motorcyclesegment. • Bajaj is dependent on its foreign
counterparts for technological support. This needs to be addressed as it might be crucial when the foreign players enter the Indian market directly. Weaknesses are internal elements
that may interfere with the companyʼs ability to achieve its objectives. The weaknesses evaluated after the study are: 1. Heavy weight of the motorcycles 2. Mileage 3. Costly spare
parts 3.Opportunities: • The motorcycle segment is expected to grow at a considerable rate and this would provide a good opportunity for Bajaj Auto to increase its market share in this
segment. • Kawasaki of Japan, when it comes to India, can help Bajaj enhance its product portfolio in the motorcycle segment as Kawasaki plans to use
35. Bajaj's manufacturing base for its global operations. Opportunities are areas of buyerʼs needs or potential interest in which the company might perform profitability. They are all
external factors. Bajaj can take advantage of three major market opportunities: 1.Increasing demand for high speed motorcycles. 2. Launching low cost motor cycles especially Indiaʼs
large number of middle class which is more than 60% of population. 3. Reaching the towns through dealership as the middle class living in this area is getting rich and their purchasing
power is also increasing. 4.Threats: • The market share in the scooter segment has taken a beating from TVS Suzuki's entry into this segment. • Entry of Multinational companies,
especially Chinese ones, in the motorcycle segment will stiffen the competition and will hamper the efforts of Bajaj to establish itself in the motorcycle segment. Threats are challenges
posed by an unfavourable trend or development that could lead to lower sales and profit. They are external factors. Bajaj faces three major threats in future: 1. Increasing competition
2.Launch of cheaper motorcycles by competitors 3.Launch of cheaper cars by TATA whose price is equivalent to Bajajʼs Pulsar segment
36. long using the Bajaj bike Table 1 Response No of Percentage responsiveness 2 year 23 38% 3 years 8 13% 4 years 4 7% more than 42% 4 years 25 Total 60 100% Source - primary
data Most of the respondents are using more than 4 years 38% percent of the respondents are using 2 years 13% of members are using 3 years Only 7% of the members are using the
4 years
37. Are you happy with performance of the bike? Table 2 Response No of Percentage responsiveness Yes 59 98% No 1 2% Total 60 100% SOURCE – PRIMARY DATA
38. Most the respondents are saying yes Limited members are saying no In what way you selected the Bajaj bike Table 3 Response No of responses Percentage Engine capacity 7 12
Stylish 18 35 Mileage 21 30
39. Comfortable 14 23 Total 60 100 Did you receive any letter or call from the jai Bajaj service center regarding service due reminders?
40. Table 4 Response No of responsiveness Percentage Yes 40 67% No 20 33% Total 60 100%
41. Ease of arranging the service visit? Table 5 Response No of responses Percentage Very convenience 17 28% Convenience 37 62% Not convenience 6 10% Total 60 100%
42. How do you rate the cleanliness and comfort of service reception and customer waiting lounge/area? Table 6 Responsive No of responsiveness Percentage Worst Very bad 3 5%
Neither good nor bad 24 40% Very good 28 47% Best 5 8% Total 60 100%
43. Courtesy / friendliness of service advisor? Table 7 Responsive No of responsiveness Percentage Excellent 17 28% Good 35 59% Fair 8 13% Poor Total 60 100%
44. Responsiveness of service advisor? Table 8 Responsive No of responsiveness Percentage Worst 20 33% Very bad Either good nor bad Very good 36 60%
45. Best 4 7% Total 60 100% Fairness of the charges?
46. Table 9 Responsive No of responsiveness Percentage Un acceptable 4 7% Acceptable 45 18% Fair 11 75% Total 60 100%
47. Reviewed with you the work that was done on your vehicle? Table 10 Responsive No of responsiveness Percentage Yes 54 10% No 6 90% Total 60 100%
48. Does the service advisor explain you about the service charges during delivery? Table 11 Responsive No of responsiveness Percentage Yes 48 80% No 12 20% Total 60 100%
49. Conditions of vehicles on return? Table 12 Responsive No of responsiveness Percentage Worst Very bad Neither good nor bad 21 35% Very good 32 53% Best 7 12% Total 60 100%
50. Cleanliness of vehicle on return? Table 13 Responsive No of responsiveness Percentage Excellent 13 22% Good 36 59%
51. Fair 10 17% Poor 1 2% Total 60 100%
52. Thoroughness of explanation of the service advisor? Table 14 Responsive No of responsiveness Percentage Excellent 10 17% Good 41 68% Fair 7 12% Poor 2 3% Total 60 100%
53. Timeliness of the pick up process? Table 15 Responsive No of responsiveness Percentage Yes 52 87% No 8 13% Total 60 100%
54. Does the dealership have convenient business days/hours of operation? Table 16 Responsive No of responsiveness Percentage Yes 54 90% No 6 10% Total 60 100%
55. Convenience of location? Table 17 Responsive No of responsiveness Percentage Yes 57 95% No 3 5% Total 60 100%
56. How do you feel about jai Bajaj service departments? Table 18 Responsive No of responsiveness Percentage Excellent 6 10%
57. Very good 23 39% Good 22 38% Fair 9 13% Poor Total 60 100%
58. How do you rate your overall service experience? Table 19 Responsive No of responsiveness Percentage Excellent 9 18% Very good 21 35% Good 22 36% Fair 7 9% Poor 1 2% Total
60 100%
59. Based on your experience will you visit jai Bajaj service center again? Table 20 Response No of responsiveness Percentage Yes 55 92% No 5 8% Total 60 100%
60. 5.1FINDINGS: After my study at jai Bajaj service center is on the customer satisfaction after the sales and services below are list of findings: • Due to lack of people in the service
department employees were not attended with in the expected times of customers. • Management is not fully aware of the relation between the customer and staff. • Most of the
customer felt the staff still requires more skills to treat customers. • Customers feel that they wonʼt get the same response what they get during the sales. • Management must provide
equal weight age for both the sales and service, as both are related to the customers. Management must seriously look to improve the overall service provided to the customers.
61. 5.2 Suggestions: Based on the overall findings the suggestions can be as follows: • Management should stricter on the making sure that the customers are attended on time. •
Customerʼs questions or problems should be considered properly and same has been answered effectively. • Management should interface frequently in order to make sure that all of
 its customers are satisfied. • Considering sales and service are equal importance must be given. • Management must make sure it has enough people employed in the service
department so that it can meet the customer expectation on time.
62. 5.3 Conclusion: After my analysis on the “customer satisfaction after sales and services” in jai Bajaj service center I have come to the conclusion where I strongly consider that the jai
Bajaj service center. Indian 2-wheeler industry is the second largest in Asia after China. And Bajaj is one among them. Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj
Trading Corporation Private Limited. Jamnalal Bajaj is founder of the group.. His son, Kamalnayan Bajaj, then 27, took over the reins of businessin1942. The present Chairman and
Managing Director of the group, Rahul Bajaj, took charge of the business in 1965. The Groups' principal activity is to manufacture two and three wheeler vehicles. Other
63. activities of the group include insurance and investment business. The group comprises of 27 companies. Distribution network covers 50 countries. It has a network of 498 dealers
and over 1,500 service dealers and 162 exclusive three-wheeler dealers spread across the country. Bajaj Auto, is ranked as the worldʼs fourth largest two- and three- wheeler
manufacturer and the Bajaj brand is well-known in over a dozen countries in Europe, Latin America, the US and Asia. Apart from business it has contributed a lot for the society by as its
customer social responsibility. It has contributed to agriculture, women empowerment, health services, animal husbandry etc. Although Hero Honda is the market leader in the
automobile sector, Baja has always produced quality motorcycle with style and maintained its standard by being on No.2.
64. BIBLIOGRAPHY:- • Christopher lovelock, Jochen Writz, Jayantta Chatterjee, service marketing • Valaric A Zinthmal, Ajay pandit service marketing • Philips kottler, Kevin lane keller
marketing management • C R kothari Business Research Methodology Magazine • Over drive • Auto India Website • Google .com • www.bajaj auto .com
65. QUESTIONNAIRE Respected sir this is the survey being conducted by Rajesh Kumar .P the students of sathyabama university pursuing final semester BBA. Please co-operate by filling
the questioners for “A study on customer satisfaction on after sales and services in Jai Baja” all the information provided. Name Model Register no 1) How long you are using the bajaj
bike? a) 2 years b) 3 years c) 4 years d) more then 4 years 2) Are you happy with the performance of the bike?
66. a) Yes ( ) b) No ( ) 3) In what way you are selected the bajaj bike? a) Engine capacity b) Mileage c) Stylish d) Comfortable 4) Did you receive any letter or call from the jai Bajaj service
center regarding service due reminders? a) Yes ( ) b) No ( ) 5) Ease of arranging the service visit? a) Very convenience ( ) b) Convenience ( ) c) Not convenience ( ) 6) How do you rate the
cleanliness and comfort of service reception and customer waiting lounge/area? Very bad Neither good Very good nor bad Probably worst --------------------|----------------------|-----------------|-------
------ probably good 0 10 20 30 40 50 60 70 80 90 100 7) Courtesy / friendliness of service advisors? a) Excellent ( ) b) Good ( ) c) Fair ( ) d) Poor ( ) 8) Responsiveness of service advisors?
Very bad Neither Very good good nor bad Probably worst --------------|---------------|-----------------------|------------------- probably best 0 10 20 30 40 50 60 70 80 90 100 9) Fairness of the charges? a)
Unacceptable ( ) b) Acceptable ( ) c) Fair ( )
67. 10) Reviewed with you the work that was done on your vehicle? a) Yes ( ) b) No ( ) 11) Does the service advisor explain you about the service charges during delivery? a) Yes ( ) b) No ( )
12) Condition of vehicles on return? Very bad Neither good Very good Nor bad Probably worst ---------------|-------------------|------------------|---------------------- probably best 0 10 20 30 40 50 60 70 80
90 100 13) Cleanliness of vehicle on return? a) Excellent ( ) b) Good ( ) c) Fair ( ) d) Poor ( ) 14) Thoroughness of explanation of the service advisor? a) Excellent ( ) b) Good ( ) c) Fair ( ) d) Poor
( ) 15) Timeliness of the pick – up process? [Whether your delivery process completed within appropriate time] a) Yes ( ) b) No ( ) 16) Does the dealership have convenient business
days/hours of operation? a) Yes ( ) b) No ( ) 17) Convenience of location? a) Yes ( ) b) No ( ) 18) How do you feel about jai bajaj service department?
68. a) Excellent ( ) b) Very good ( ) c) Good ( ) d) Fair ( ) e) Poor ( ) 19) How do you rate your overall service experience? a) Very good ( ) b) Good ( ) c) Satisfied ( ) d) Average ( ) e) Not
satisfied ( ) 20) Based on your experience will you visit jai bajaj service center again? a) Yes ( ) b) No ( ) (Signature of the respondent)

About Support Terms Privacy Copyrig ht Cookie Preferences English 

© 2022 SlideShare from Scribd  

PDFmyURL.com - convert URLs, web pages or even full websites to PDF online. Easy API for developers!