A STUDY ON CUSTOMER SATISFACTION TOWARDS BAJAJ BIKES

AT
SRI DURGA MOTORS, PPULIVENDHULA

Presented by
G. RAKESH
18HX1E00B3
CONTENTS
• INTRODUCTION

• COMPANY PROFILE

• OBJECTIVES OF THE STUDY

• RESEARCH METHODOLOGY

• FINDINGS

• SUGGESTIONS

• CONCLUSIONS
INTRODUCTION

CUSTOMER SATISFACTIO

In General, customer satisfaction is a persons feeling of pleasure or disappo

from comparing a product perceived performance in relation to his/her expectations.

• If the performance falls short of expectations, the customer is dissatisfied.

• If the performance matches the expectations, the customer is satisfied.

• If the performance exceeds his/her expectations, the customer is delighted.

COMPANY PROFILE

• Bajaj auto limited was founded by Jamnalal Bajaj in Rajasthan in the year 194
years ago. It has plants in Mumbai, Pune and some other places.

 Bajaj auto limited is an Indian automobile manufacturing company.

 It manufactures both two-wheelers and three-wheelers.

 It is the world 6th largest motor cycle manufacturing company in India.

 It is the world largest 3-wheelers manufactures.

OBJECTIVES OF THE STUDY

• To study the customer satisfaction level towards Bajaj bikes.

• To find out which factor influencing the customer more for purchasing Bajaj bikes.

• To understand the customers satisfaction level towards features offered by Bajaj motor bikes.

• To find how comfortable the costumers feel while driving Bajaj bikes?

• To recognize the opinion of customers about the price of Bajaj motor cycle.

• To know the respondent’s problem towards Bajaj 2 wheelers.

• To take the suggestions of the customers in what way they can be served better by the Bajaj compan
they feel to be made.
RESEARCH METHODOLOGY

 Research methodology is the systematic approach to the given problem. In

is the way in which we go for collection of data. Therefore, the better way of co
very important than the data collected because ultimately the data collected is
how we approach towards the data. The data has been collected by using the fol
TOOLS OF DATA COLLECTION

TOOLS OF DATA COLLECTION:

The information relevant for study was drawn from primary data collected throug
which alone was not sufficient. Hence secondary data was collected successfully.
• Primary data - Primary data was collected through Questionnaire by distributing ques
respondents. Questionnaire consist of personal details and core details. Seven personal details
the question which consisted of name, age, income, sex, occupation, etc. Core details include
to Bajaj vehicles and the responses given by the respondents, which has formed a basis for giv
• Secondary data – The secondary data collection involved internet search, browsing magaz
and articles and papers related to the two-wheeler industry in India. Numerous journals and bo
topic were also browsed to understand the dynamics of the industry.
 SAMPLE DESIGN
Primary Data - From questionnaire and personal interaction.
DATA SOURCE :
Secondary data - Website, Magazine, Newspapers and articles.
:
Research approach Survey method.
:
Research Instrument Questionnaire.
:
Sample plan Personal Interview.
:
Sample unit Customers (USERS) Bajaj bikes.
:
Sampling method Convenient random sampling method.
:
Sample Size 100
:
Area of survey The area selected for survey is Pulivendhula town.
FINDINGS

 It is revealed that majority of the respondents are between 20 and 30 years. From this we can
generation and middle age are more interested in Bajaj bikes may be because this is the age where

 The important factors which effect the buying decision of the customer is the Mileage and Style o

 Majority of the respondents were aware about the product through the Friends, Relatives and TV a

 From the analysis we came to know that the present brand image of Bajaj two-wheeler is good.

 The study reveals that majority of respondents are dissatisfied with resale value of Bajaj.

 Customers are easily affording the price of Bajaj bikes and they are not feeling much problem w
purchasing way of most of the customers is leading in cash sector.
 Nearly 51% of respondents are feeling the price of Bajaj bike is affordable.

 Customers are not attracted to only one particular model due to variants available. Most of the
respondents are using Pulsar bikes may be because of reasonable price, attractive look, Nice
pickup etc,

 This study reveals that most of the respondents who own Bajaj bike earn from 50,000-1,00,000/-

 The study reveals that majority of the respondents are said average and majority of the
respondents are satisfied with the mileage, look & style, pickup, colors, maintenance cost, and
brand image of Bajaj bikes.

 Majority of the respondents are facing battery problem while using Bajaj bike.

 Majority of the respondents are satisfied with after sales service and few respondents are not at
all satisfied. This shows that Bajaj bikes has a good satisfaction level within the customers.

 The overall performance of the Bajaj two-wheeler is good.

SUGGESTIONS

•More attention should be kept on complaints given by customers and serve them well.

•Feedback should be taken by after the service of the vehicle and try to deliver the better service

•Management should try to reduce service charges as much as possible by keeping in mind othe
charges.

•By providing better service the resale value of the bike will be good.

•Management should make availability of sufficient motorcycle model and genuine spare parts.

•Should improve the after sales service- During the survey it was found that Bajaj is not satisfyi
customers.
• By providing better service the resale value of the bike will become good.

• Management should make availability of sufficient motorcycle model and genuine spare
parts.

• Should improve the after sales service- During the survey it was found that Bajaj is not
satisfying all their customers.

• Increase in customer query response- During the research it was found that dealers are
not satisfying the queries of customers and so suggested to increase customer query
response by dealers.

• Purchasing way of customers- Customers are easily affording the price of Bajaj and they
are not feeling much problem with the amount. But the company should also take some
steps towards making purchase easier through bank loans and EMI’S.
CONCLUSIONS

• The project entitled “A study on customer satisfaction towards Bajaj two-wheeler

taken by me would help the dealer to understand the whether the customers are satisfi
what are the main reasons for Dis-satisfaction of customers towards the dealer, servic
what are the ways of improving the satisfaction level of customers.
 We can conclude that younger generation and middle
generation are more interested in purchasing Bajaj bikes. It reveals that mileage
effectiveness is mostly influences the customer to buy the Bajaj two wheelers.
Majority of the respondents were aware about the product through the Friends,
Relatives and TV adds. Bajaj need to improve on battery of their bikes; because
customers have facing this problem while using the Bajaj bikes. Bajaj doing very
well on its durability of bikes, comfortable ride, and after sales services for
increases their sales. Most of buyers are satisfied with the price, mileage, look &
style provided by Bajaj. Look & style of bike is associated with age of buyers;
whereas there is no association between occupation and Brand image of Bajaj bikes.
The overall performance of the Bajaj two-wheeler is good. In all the Bajaj two
wheelers, pulsar is the most carved by customers.