WELCOME

A Project Report
On
Customer Satisfaction Regarding After-Sales Service
at:

Vandana Auto, Raipur

Guided by: Presented by:

Mr. Mallikarjun Venkatesh Tiwari
Management Department, BBA VI Semester
MAIC RAIPUR Roll Number: 1655027
 Topic in Brief
• Customer satisfaction is a measure of how products
and services supplied by a company meet or surpass
customer expectation.
• After sales service refers to various processes which
make sure customers are satisfied with the products
and services of the organization.

• After sales service plays an important role in

customer satisfaction and customer retention. It
generates loyal customers and increase a brand
value.
• Customer Satisfaction and After-Sales Service go
hand in hand, in an enterprise and are directly
proportional to each other.
 About Bajaj Motorcycles
• Bajaj Motorcycles is the two-wheeler wing of Bajaj Auto,
it's parent company.
• Bajaj Auto was founded in the year 1945 by Jamnalal
Bajaj.

• Bajaj Motorcycles is India's largest exporter of bikes, with

it's area of operations expanding to more than 70
countries now.
• Its vehicle segment ranges from low-budget 100cc bikes
to luxury sports bikes of various engine types.
• Bajaj Pulsar is the leading Indian Sports Bike brand and
different variants under the Pulsar segment.
• Vandana Auto is the oldest and biggest Bajaj showroom in
Raipur city.
 Project Objectives
• Main objective of the study is to determine the
level of satisfaction that customers have towards
the after-sales facility provided by the showroom.

• To briefly assess whether satisfied customers are

switching to paid service or not.

• To know the overall experiences of customers in

the service department.
 Research Methodology
• Research Methodology is a way to systematically solve
the problems relating to research studies.

• It consists of several methods that are covered under

various research designs, such as interviews,
questionnaires, sampling, telephonic interviews, etc.

• In the following project, Questionnaires will be used as

the method to gain information about customer
satisfaction.
 Project Layout
Research Design Exploratory

Research Instrument Questionnaire

Data Source Primary Data and

partly Secondary

Sample Size 50 or above

Sample Location Showroom at Ashram

Chowk, Raipur.
 Sample Questionnaire
Date -
Customer Name - Bike Name-

1) How old is your Bajaj Bike?

a. Less than an year. b. 1-3 years.
c. 3-5 years. d. More than 5 years.

2) How was your overall expirience at Bajaj Service?

a. Good. b. Satisfactory.
c. Bad. d. Very Good.

3) How often do you give your bike for servicing?

a. Regularly after 3 months. b. Once in 6 months.
c. Once a Year. d. Not very often.
The primary objective of this study will be to
know the level of satisfaction among the vehicle
owners regarding the after sales services that
they are availing.

For this purpose, information will be collected

through feedback questionnaires that will be
given to the customers at the time of vehicle
delivery.
Thank You!