INTRODUCTION OF THE STUDY

Project is under taken aims at measuring Customer Satisfaction level

of Bajaj PLATINA Bike at Sai Motors (Bajaj Dealer) Balaghat town.

“Customer satisfaction is defined as a measure of how products and

services supplied by a company meet or surpass customer expectation.”

Bajaj PLATINA Bike has been launched by Bajaj Company and there is need
measures satisfaction level of Bajaj PLATINA Bike in Balaghat town.

The benefits of the study is to make the strategic decision about

which are characteristics and factors in service like price of the vehicle, cost,
mileage, delivery time, attitudes of service provider, and cost of spares.

Considering all the above points examining whether the customer are
satisfied with Bajaj PLATINA Bike if the performance matches the
expectation, the customers are satisfied if the performance exceeds
expectation the customer are highly satisfied or delighted.
 OBJECTIVES OF THE STUDY

To Study the Customer Satisfaction level of the Bajaj PLATINA Bike.

To know the factors influencing the customer during the purchase of
Bajaj PLATINA Bike.

To Ascertain whether the Customer are satisfied with existing service
from the Showroom.

To Study the promotional Mix adopted by the showroom.

 COMPANY PROFILE

Bajaj Auto Limited is a global two-wheeler and three-wheeler

Indian manufacturing company. It was founded by Jamnalal Bajaj in
Rajasthan in 1940s. It is a part of Bajaj Group.

Bajaj Auto Limited manufacturers and sells

motorcycles, scooters and auto-rikshaws. Bajaj Auto is the world's sixth-
largest manufacturer of motorcycles and the second-largest in India.
Models, which include the Avenger, Boxer, Discover, Platina and Pulsar,
Vikrant are produced at three plants in India. Besides India, where it sells
about 2 million motorcycles, key markets for Bajaj Auto are Africa, Latin
America, the Middle East, and South and Southeast Asia.
 New Discover

Bajaj PLATINA Avenger Cruise 220 New Discover

Avenger Street Pulsar 220 V15
 DATA COLLECTION AND
INTERPRETATION
1. Age Categories:

Age Group Respondents Percentage

20-25 12 24%
25-30 12 24%
30-35 12 24%
35-40 14 28%
Total 50 100%

Age Group with Percentage

20-25

28% 24%
25-30

25-30
24% 24%
25-30
2. Following factors influenced you to purchase Bajaj PLATINA Bike?

Factors Respondents Percentage

Friend’s opinion 15 30%
Price 16 32%
Advertisement 11 22%
Relative’s opinion 8 16%
Total 50 100%

Factors influencing Bajaj PLATINA

16%
30% Friend’s opinion
Price
22% Advertisement
Relative’s opinion

32%
3.Satisfaction Level of the Customer with respect to information given by the
mechanics.
Satisfaction Level Respondents Percentage
Highly Satisfied 13 26%
Satisfied 26 52%
Dissatisfied 4 8%
Highly Dissatisfied 7 14%
Total 50 100%

Level of Satisfaction

14%
26%
8% Highly Satisfied
Satisfied
Dissatisfied
Highly Dissatisfied

52%
4. Satisfaction Level of the Customer with respect to following characteristics of
the Bajaj PLATINA.
a)Price of the Vehicle.

80%
70%
60%
50%
40% Percentage

30%
20%
10%
0%
Very good Good Bad Very bad

b) Engine and performance of the vehicle.

14% 2%
38%

Highly satisfied
Satisfied
Dissatisfied
Highly dissatisfied

46%
c) Maintenance cost of the vehicle.

10 10
% %
Highly satisfied
20
Satisfied
%
Dissatisfied
Highly dissatisfied
60
%

d) Mileage of the vehicle.

14%

12%
Highly satisfied
Satisfied
Dissatisfied
10% Highly dissatisfied

64%
5) Level of satisfaction of warranty service provided by the showroom.

Level of warranty Respondents Percentage

service
Highly satisfied 8 16%
Satisfied 6 12%
Dissatisfied 32 64%
Highly dissatisfied 4 8%
Total 50 100

64%
70%

60%

50%

40%
Percentage
30%
16%
20% 12%
8%
10%

0%
Highly satisfied Satisfied Dissatisfied Highly
dissatisfied
6) Level of satisfaction for following factors in service provided by the showroom.

a) Delivery Time

Percentage

10 14
12% % % Highly satisfied
Satisfied
Dissatisfied
Highly dissatisfied

64%

b)Degree of level satisfaction regarding solving of complaints.

36%

Yes

No

64%
 FINDINGS

Majority of the Customer have purchased the vehicle by there price and
friends with 32% and 30% respectively. And friends is second motivated
factors which influenced the customer to purchase the bike.

52% of the customers are satisfied with information provided by the

mechanics while delivering the bike for the first time.

The Bajaj PLATINA customers are satisfied with the price i.e. 72%.
Engine and performance of the vehicle satisfaction is 46%.

60% of the customers are satisfied with the maintenance cost 20% of them
are not satisfied, with the maintenance cost level.

The customers are highly satisfied with the Aesthetics (Color, Style) of the
Bajaj PLATINA.
In the study I found that 64% of the customers are not satisfied with the
warranty services provided by the showroom.

The customers are satisfied with delivery time.

But the customers are not fully satisfied with the complaint handling
procedure at Sai Motors only average customers are satisfied.

Happy news for the showroom is that 52% of the customers are highly
satisfied with Bajaj PLATINA Bike.

From the market research it has been observed that 64% of the customers
are highly satisfied with mileage of the bike.
 CONCLUSION

By seeing the performance of Bajaj PLATINA vehicle and service

provided by the Sai Motors (Bajaj Dealer). I can conclude that it has wide
market and bright future for is sales. And also in the current market it is one of
the leading vehicles. The distribution of availability of the vehicle in Sai Motors
has to be improve because of the competing of the vehicles like Hero Honda,
TVS are very high market share.

As per showroom is concerned is having good prospects in near future

it is providing good service and majority of the people are satisfied with Bajaj
company vehicle.
 SUGGESTIONS (DEALER)

•The dealer can convince the non-user by taking measures like advertising and
sales people.

•The Diploma Holder mechanics should be recruited in the showroom service

centre More & More promotional measures should be taken to increase the
sales.

•The warranty service provided by dealers should improve they can gives better
service in the time of warranty periods.

•The complaint solving procedure should be improve and after service of the
bike mechanics may be get feedback from the customers about bike.

•Whenever the Bajaj Company introduces new models, then the showroom
people has to arrange road shows. Doing this kind of activities the showroom
can retain its old customer and try to attract new customers.
 SUGGESTIONS (COMPANY)

•Auto starter should be included in the existing model.

•The currents SNS (Spring-In-Spring) suspensions provide unique

protection to the bike.

•Improvement in the engine performance it sounds more when in use

more than 70km speed there is no smoothness.
 BIBLIOGRPHY

TEXT BOOKS
•Marketing Management
•-By Philip Kotler

NEWSPAPERS & MAGZINES

•Times Of India
•Business World
•India Today

WEBSITES
•www.bajajauto.com
•Google Search