custmor satisfaction Bajaj aoutomobile

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Customer satisfaction Level

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Customer satisfaction Level MBA MARKETING REPORT

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CONTENTS
SL.NO PAGE
PART-1
NO
1 EXECUTIVE SUMMARY 3-6
INDUSTRY PROFILE
COMPANY PROFILE

NEED FOR STUDY

OBJECTIVES OF THE STUDY
SCOPE OF THE STUDY
METHODOLOGY
FINDINGS AND RECOMMENDATIONS
CONCLUSION
PART-2 07-38
2 INTRODUCTION OF THE STUDY
THEORETICAL BACKGROUND
INDUSTRIAL PROFILE
COMPANY PROFILE
ABOUT BAJA PLATINA

PART-3 39-43
3 OBJECTIVES
SCOPE OF THE STUDY
METHODOLOGY
PART-4 44-67
4 DATA ANALYSES AND INTERPRETATION
FINDINGS AND SUGGESTIONS
CONCLUSION
PART-5 69-73
5 ANNEXURE AND BIBLIOGRAPHY

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Part-1
EXECUTIVE SUMMARY

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EXECUTIVE SUMMARY

Bijjal Motors authorized dealer for Bajaj Company for Ilkal town.

The present aim at examining the “Customer satisfaction Level
Bajaj PLATINA Bike at Ilkal town” The importance of the study is emphasized
by the fact the Customer “Satisfaction is person feelings (or) disappointment
resulting from comparing a products performance in relation to his/her
expectations”. It is the key to generate the high customer loyalty.

The measures the Customer satisfaction level research survey
was conducted with sample size of 100. The information is collected with
the help of questionnaire through personal interview and study is revealed
that the most of the customer are satisfied with the Bajaj PLATINA Bike

Industry Profile
BAJAJ AUTO
One of the largest 2 and 3 wheeler manufacturer in the world
21 million+ vehicles on the roads across the globe
Managing funds of over s 5,329 cr.
Bajaj Auto finances one of the largest auto finance cos. In India
Rs. 6,340 Cr. Turnover and Profits after tax of 767 Cr. in 2004-05

Company Profile:
Bajaj Auto Ltd (BAL), the largest two and three wheeler manufacturer in
the country, has a dominating 40% market share in scooters with 18.5% in

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un geared scooters, 25.2% in motor cycles, 53% in step-thrus, 8.3% in
mopeds and a leading 78% market share in three-wheelers in FY2001.

Need for study:

In this competitive era we are using so many different types of
two wheelers, even though we are not satisfied with the particular bike, so
we choose the appropriate bike that is PLATINA which is suitable for all the
level of people because it gives more mileage and it has good looking bike.
For that matter only we are studying about this particular topic.

OBJECTIVES OF THE STUDY

To Study the Customer Satisfaction level for the Bajaj PLATINA Bike.
To know the features influencing the customer during the purchase of
Bajaj
PLATINA Bike.
To Ascertain whether the Customer are satisfied with existing
service from the
Show Room.

SCOPE:
The scope of the study is limited to Bijjal Motors only.

METHODOLOGY

1) Primary Data.
2) Secondary Data.

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Primary Data:
Primary information was collected through questionnaire and personal
interaction.

Secondary Data :

The sources of secondary data are as follows:

MAGZINES.
BOOKS.
WEBSITES.

Findings
Majority of the Customer have purchased the vehicle by there price
and friends with 32% and 31% respectively. And friends are 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 ie 72%.

Conclusion:
By seeing the performance of Bajaj PLATINA vehicle And service
provided by the Bijjal motors. I can conclude that it has wide market and
bright future for its sales. And also in the current market it is one of the
leading vehicles. The distribution and availability of the vehicle in bagalkot
District as to be Improve Because of the Competing of the vehicle like Hero
Honda, TVS are very high market share.

As per show room is concerned is having good prospects in near
feature it is providing good service and majority of the people are satisfied
with Bajaj company vehicle.

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Recommendations:

The dealer can convince the non-users by taking measures like
advertising and sales people.
The Diploma Holder mechanics should be recruited in the show room
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.

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Part-2

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INTRODUCTION TO STUDY
Project is under taken aims at measuring customer satisfaction level of
Bajaj PLATINA Bike at Ilkal town.

Bajaj PLATINA Bike has been launched by Bajaj Company and there is a
need measures satisfaction level of Bajaj PLATINA Bike in Ilkal town.
The benefit 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 customers are
satisfied with Bajaj PLATINA Bike if the performance matches the expectation
the customers are satisfied if the performance exceeds expectation the
customers are is highly satisfied or delighted.

Back ground of the company

Bhartha commenced operation as importing agents for vespa scooter
of paggio in 1948.Entered into technical collaboration agreement with
piaggio expired in 1971, was not Renewed.BAL has 3 plant located in
maharashtra. The scooter incorporate piaggio Technology as upgraded by
BAL’s in house R&D from time to time. It also developedA fully indigenous
model of motorcycle in 1981. subsequent to the opening up of The scooter
for foreign technology and equity participation in the mid 80’s it entered
Into a technical collaboration agreement with Kawasaki Japa. It started
production Of Kawasaki 100cc motorcycles in 1986. the company has also
entered into technical Collaboration with M/s kabota of japan for
manufacture of diesel engines for its three Wheelers and cagiva of italy. BAL
has also promoted Maharashtra Scooter Ltd.(MSL) With state government
bodies. MSL assembles Bajaj scooter at its satara plant.

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Group management

Mr jamalal Bajaj founded the Bajaj Group in the 30s. The group now
has 24 companies, Including 6 listed companies. Besides BAL, the major
companies in the group are as Follows:
Mukand Ltd: Alloy/ special steel,term key projects
Bajaj Electricals Ltd: Electrical equipments,fans,appliances

Bajaj Hindustan Ltd:Sugar, industrial alcohol

Subsidiary/affiliate companies

Bajaj auto holdings ltd. (BAHL) is a wholly owned subsidiary of BAL
engaged in the business of investment in shares, debentures and Other
securites.

Bajaj Auto Hodings Ltd. (BHEL) is a wholly owned subsidiary of BAL
engaed in the business of investment in shares, debentures and other
securities.

Bajaj Auto Finance Ltd. (BHFL) has ceased to be a subsidiary after its
IPO if 4.175mn shares of Rs 10 each at a premium of Rs 80 in may 1994 BAL,
along with the subsidiary BHFL engages in financial service and investment
activities. The company is planning to increase its branch network in the
country by 33% over the next one year i.e from 40% in the fiscal to 60%.
BAL and western maharashtra development corporation (WNDC)
promoted Maharashatra Scooters Ltd (MSL), in 1975, with a plant at satara.
MSL assembles scooter for BAL .

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Bajaj Allianz General Insurance. BAL has entered the non-life
insurance segment with Allianz General Insurance with BAL having 74% and
Allianz with 24% stake of paid up equity capital of Rs 100 mn of which BAL
received Rs 450 mn in the first half and Rs 720 mn during the second half of
fiscal 2001-02.BAL also planning life insurance venture with paid up equity
capital of Rs 1500mn.

The promoter stake holding in BAL is up from 42.65% in FY 2000 to
46.65% in FY2001 and the FII stake holding has also increased by 3% at
12.99% after the buyback in October 2000 which was meant to after an
attractive exit option to small shareholder. However their has been a minor
fall in the stake holdings of public Financial Institutions, GDRs at 4.65% and
Mutual Funds etc.

Plant locations

AL has two plants located near pune viz; Akurdi and chakan plant
being recently set up. The third plant is located at Waluj near Aurangabad.
The plants incorporate state-of-art flexible manufacturing facilities that are
cross-sourced in increasing demand situations. Akurdi was set up in 1961
and Waluj in the both the plants. Besides, Akurdi plant manufactures front
engine three-wheeler, sunny mopeds and Kawsaki motorcycles. The Waluj
plant is planned to be global hub for Kawasaki motorcycles upto 200cc. The
Akurdi plant manufactures around 1 mln units p.a, Waluj plant manufactures
1.14 mln units p.a and the Chakan plant has a manufacturing capacity of
0.18 mln unit’s p.a.

The company is successfully implanting the TPM (Total Productivity
Maintenance) activities at its Akurdi plant with a view to improve on
efficiency, productivity and effectiveness. BAL has recently commenced its

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three-wheeler production at its new plant in Brazil for the local market and
its neighboring regions.

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 groups flagship company, Bajaj Auto, is ranked as the world’s
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 discipline of Mahatma
Gandhi. In
fact, Gandhi has adopted him as his son. This close relationship and his
deep involvement in the independence movement did not leave Jamalal Bajaj
with much time to spend on his newly lunched business venture.

His son, Kamalnayan Bajaj, then 27, took over the reins 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 turn
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over of the Bajaj Auto the flagship company has gone up from Rs72 million
to Rs46.16 (USD936 million), its product portfolio has expanded from one to
and the brand has found a global market. He is one of India’s most
distinguished business leaders and internationally respected for his business
acumen and entrepreneurial spirit.

Industrial Profile

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 group’s flagship company, Bajaj Auto, is ranked as the world’s
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.

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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 the reins 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, shekar 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 (USD 936 million), its product portfolio has expanded from
one to and the brand has found a global market. He is one of India’s most
distinguished business leaders and internationally respected for his business
acumen and entrepreneurial spirit.

Bajaj Auto Ltd (BAL), the largest two and three wheeler manufacturer
in the country, has a dominating 40% market share in scooters with 18.5% in
un geared scooters, 25.2% in motor cycles, 53% in step-thrus, 8.3% in
mopeds and a leading 78% market share in three-wheelers in FY2001. Bajaj
Auto has been viewed as a scooter major but with the change in the
structure of demand for 2-wheelers the company has tried to make its
presence felt in this key market by steadily ramping up motorcycle
capacities, by introducing new models and variants and pushing up
marketing and sales. However the company is well behind Hero Honda in
the motorcycle segment and No.2 player in mopeds/ scooterettes segment
after TVS Suzuki.

The company has a wide array of models both in the two-stroke and
four-stroke configurations. In 1995 – 96 the sales were less than 90,000
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motorcycles which was 8% of the total volume of its two- wheeler sales
which has grown to 4,22,016 units in FY2001 accounting to 50% of its two-
wheeler sales. However, with the implementation of the latest emission
norms, it is slowly moving away from two-stroke vehicles and converting
them to four-stroke ones. The company is all set to increase its margins to
double – digits through concerted cost cutting, value engineering, gains
from ‘ Total Productive Maintenance ‘ (TPM) and VRS.

The Indian two-wheeler sector is characterized by largest volumes
amongst all the segments in automobile industry. Though the segment can
be broadly categorized into 3 sub-segments viz; scooters, motorcycles and
mopeds; some categories introduced in the market are a combination of two
or more segments e.g. scooterettes and step-thru’s. The market primarily
comprises five players in the two-wheeler segment with most of the
companies having foreign collaborations with well-known Japanese firms
earlier. But most of the companies are now planning 100% subsidiaries in
India.

In the last four to five years, the two-wheeler market has witnessed a
marked shift towards motorcycles at the expense of scooters. In the rural
areas, consumers have come to prefer sturdier bikes to withstand the bad
road conditions. In the process the share of motorcycle segment has grown
from 48% to 58% , the share of scooters declined drastically from 33% to
25% , while that of mopeds declined by 2% from 19% to 17% during the year
2000-01.The Euro emission norms effective from April 2000 led to the
existing players in the two- stroke segment to install catalytic converters.
This has been replaced by 4-stroke motorcycles, which do not incur the
additional cost of such converters and fierce competition led to a fall in price
of certain models

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Bajaj Auto Ltd (BAL) has been viewed as a scooter major. Nevertheless,
in the past five years the company recognized the important role of
motorcycles in its portfolio. The scooter market is predominantly located in
the Northern and Eastern India and the rationalization of sales taxes to a
uniform rate of 12% pushed the price of scooters by 6-8% without offering
any perceived value advantage to the customer. The company posted a total
2-wheeler sales of Rs1.05 mln in 2000-01 as against Rs1.24 mln in
1999-00 . The motorcycle sales contributed to almost 50% of the total sales
volumes accompanied by the decline in geared scooter sales, which
contributed, to only 33% of sales volumes. The company has been
introducing models in the middle end Rs.36, 000 – Rs. 48,000 and high end
segments viz; Rs. 48,000 and above but has found difficult to market such
models in competition to Hero Honda models in the similar price category.

However BAL is on its way to recapture the highly differentiated
product market by becoming a flexible and market – driven supplier of
various models of two and three wheelers at specific price – points.

Current Scenario

BAL has performed fairly in the current fiscal 2001-02 with the Net
Sales going up by 3.06% to Rs19720 mn HY ended September 2001 from
Rs19133.3 mn in the corresponding period previous year. The total
expenditure has gone up by 5.3% with the material cost accounting for the
major increase. The company has posted a growth of 69% in PBT and the Net
Profit has increased by 55% to Rs2644.7 mn from Rs1701.5 mn in the
corresponding period last year. The Net Profit Margin has also improved by
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almost 50.7% from the half year ending FY2000-01 . The employee cost has
fallen but the company will be charging an equal expenditure of Rs 22.6 mn
over the three quarters of the current fiscal amounting to Rs 67.8 mn as the
VRS expenditure incurred in June 2001

Business

BAL in its 2-wheeler segment posted volume wise sales of 87.2% of its
total sales of which scooters (both geared and ungeared) accounted for
42.3%, motorcycles for 34.9% and around 10% in step- thrus in FY2001. The
sales of scooters have fallen by 26.1% from FY2000 but there has been a
significant increase in the motorcycle sales by nearly 65.4% since FY2000.
The three – wheeler sales have improved marginally in FY2001.The Company
is targeting 25% market share in motor cycle’s segment during the current
fiscal as against 21% share it has cornered in FY2001.

Scooters

In the geared category BAL has ‘Chetak’, 'Classic' and 'Super' in the old
ones and the 'Legend', 'Bravo' among the newer models .The ungeared
segment consists of the 60CC ‘ Sunny Spice ‘ , ‘Spirit ‘ , ‘ Fusion ‘ and the
92cc ‘Saffire ‘ . The’ Legend NXT’ is a 4 stroke geared scooter with a 9HP
engine and the ‘Bravo’ being a two-stroke 150cc

scooter with a catalytic converter designed in line with the emission norms.
The company has launched utility versions of ‘Chetak ‘and ‘Super ‘at
reduced prices. With the unprecedented 38% slump in scooter market the
company faced a gradual market share loss to the other players like Kinetic
Engineering and TVS Suzuki.

Motorcycles
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BAL has two basic motorcycle products - M80, a 75cc indigenously
developed low cost vehicle in the step-thru segment and Japanese
motorcycles. BAL’s motorcycles are positioned as four-stroke fuel-efficient
vehicles. Among the Japanese ones, BAL has within its fold, the 100cc
‘4S-Champion’, 125cc ‘KB 125’, 111cc ‘Caliber’ competing with Hero Honda’
s ‘ Passion ‘ and 100cc ‘Boxer’ with a variant ‘ Boxer City ‘ in the pipeline, all
of them at competitive prices.

In FY2001 the company launched the new range of bikes viz; 175cc
‘Kawasaki Bajaj Eliminator ‘ the country’s first cruiser motorcycle and the
two variants viz; 180cc and 150cc ‘Pulsar ‘(in the high –end segment) These
models were introduced mainly in competition to Hero Honda’s 157cc CBZ
and TVS Suzuki’s Fiero. The company also launched in its 4-stroke bikes
range 100cc ‘ Kawasaki Bajaj Acer’ competing against Hero Honda Splendor
and ‘ Aspire ‘, ‘Caliber Croma ‘, ‘ Legend NXT ‘ (in the middle end segment).

Mopeds/Scooterettes

BAL has a small market share of 9.5% in FY2000 in this segment.
Among its models are the ‘Sunny Zip’, ‘Rave’ and the ‘Spirit’. Its ‘Bajaj Sunny’,
a 50cc upgraded scooterette model has been extremely successful .The
other models include 74cc ‘ Rave ‘launched in FY98 and ‘ Spirit ‘ 60cc,
2-stroke scooterette competing with leader TVS Suzuki’s ‘Scooty’.

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Three wheelers
BAL continues to dominate the three – wheeler market with over 73%
market share and sales of 1,55,000 units in which have fallen from around
85% two years back. The company is trying to maintain its market share by
creating environment-friendly vehicles and has already launched the CNG
model in Delhi BAL also launched its 4- stroke rear engine CNG – auto
rickshaw model in Mumbai during the year. It is testing the LPG model,
which will take off as soon as the government regulations permit. Apart from
this the company also plans to introduce a four-stroke version in
auto-rickshaw and a goods carrier in both petrol and diesel versions.

Exports
BAL is keen to export motorcycles through Kawasaki’s distribution network
in Indonesia and Argentina wherein the company planned to sell through
their network. The company’s exports registered a marginal decline from
Rs1378 mn to Rs1351 mn i.e. 2%. The exports consisted of 30,652 two and
three – wheelers as against 32,730 (including CKD packs). Bangladesh, Egypt,
Peru, Iran and Sudan performed consistently well with lower exports in Sri
Lanka and Latin American markets. The total foreign exchange earned by the
company was Rs. 1,391 million. As against Rs1430 million.
Expansion
The expansion at both Akurdi and Waluj plants has been completed
during FY99 taking total capacity to 2mn vehicles. BAL has also set up a
third manufacturing plant at Chakan near Pune with a capacity of 1mn
vehicles. The company has planned for selling through separate channels in
case of its 2-wheeler and 3-wheeler segment .It has been planning to
streamline its vendor network by cutting down the number of suppliers by
50% from current 800 during the current fiscal, intended to improve the
efficiency of its supply - chain management. BAL has been experimenting
with higher dealer commissions on some models in a bid to loosen the
stranglehold of market leader Hero Honda in the motorcycle segment. It
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introduced VRS II as a part of its man–power planning process at all its three
plant locations as the company is slated to bring down the workforce to
10,000 over the next four years. The company also planned to commission a
20-MW capacity wind power plant (fourth phase with the other three being
set up near Satara) with an investment of Rs1000 mn in Ahmednagar district
by entering into the Power Purchase Agreement (PPA) with MSEB during
current fiscal to be completed. The company expects to source its current
power requirements in-house and also avail of the benefit of sales tax
incentives.

BAL has also been exploring the possibility of an equity tie-up or a
marketing alliance with a Chinese company for selling its three – wheelers in
Chinese market. It has also been planning a technical collaboration on
high-end scooters with the Italian 2-wheeler major ‘Aprilia. ‘The company
has chalked out a strategy for co-existence with Kawasaki wherein BAL
would concentrate on developing products in the price range of Rs 30,000 –
60,000 and Kawasaki to offer a wider choice of products priced from Rs.
35000 up to Rs. 2.5 lakh.
Outlook
Throughout the 1980s and 1990s, Bajaj has countered competition
through predatory price cuts; market expansions moves or take over threats.
However both Honda and LML have cannibalized the BAL market share and
are challenging its leadership. The company has remained less aggressive in
its approach and idled away its cash reserves without proactively deploying
them in R&D , new models , takeovers or other risky ventures . In order to
arrest its declining market share, BAL has launched several new models
during the past fiscal and more are in the offing in each segment of the
two-wheeler market. Moreover, the management has recognized the need to
utilize its surplus reserves for strengthening its presence in the market by
way of launching new models, expanding capacity and penetrating new
markets. Kawasaki has been developing India as an export hub for
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motorcycles between 50-200cc. The Company has invariably become the
manufacturing base for Kawasaki and accounts for 60% of the latter’s global
sales. Though the company plans to introduce some high-tech motorcycles
from the Kawasaki range, it is trying to shed- off its image of “screw-driver
"company by developing its own range of motorcycles. The TVS – Suzuki
break –up is expected to pave the way for a new relationship with BAL and
the new Kawasaki – Suzuki alliance in the two-wheeler business. BAL needs
to rediscover the spark of entrepreneurship that made it the market.
Financial analysis

The Net Sales have declined by 2.3% to Rs30259 mn in FY2001 from
Rs30973 mn in FY2000, which was 4.2% rise from FY99. The Operating
profit has declined by 47.8% to Rs3052 mn in FY2001 from Rs5847 mn in
FY2000 though the 65% rise in motorcycle volumes could not counter the
margins arising out of 41% fall in geared scooters. BAL has spent a sizeable
13..05% advertising and there has been a 5.2% increase in the royalty
payments from Rs593 mn to Rs624 mn in FY2001. The current ratio has
fallen only marginally in FY2001 to 1.39% from 1.36% in FY2000 and there
has been a marginal fall in the inventory levels, which contribute to about
11-12% of the current assets. There has not been a significant change in the
inventory turnover, which has also remained close to 11.9% from FY2000
levels.

The company has remained by and large debt-free and has the
secured loans in the form of cash credit and working capital gap finance.
The unsecured loans are mainly interest free and comprise Sales Tax
Deferral Liability on account of incentives provided for the Waluj and Chakan
plants as well as the wind power project. The Bank finance to Working
Capital Gap is approximately 2% in FY2001 as against nil in FY2000
indicating the company’s increased dependency on bank finance for working
capital. However the overall secured loan level has fallen including the cash
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–credit limit which has fallen by around 55% in FY2001. The long-term debt
to equity ratio has increased to 0.19 in FY2001 as against 0.15 in FY2000.
This can be attributed to the decrease in the net worth due to the buyback of
shares worth Rs18 mn in October 2000. The long-term debt to total assets
has remained steady at 0.14 since FY2000, which is indicates that the 14% of
the total assets are financed by debt sources.

The Interest Coverage Ratio has fallen by 80% from FY2000 indicating
that the EBIT as a percentage of interest charges has declined with the
decreasing conservativeness and fall in the ability of the company to pay
finance charges due to

decreased EBIT. The insignificant change in the Asset Turnover Ratio is
indicative of the ability of the company to produce sales from the existing
asset base. There has been a fall in both the Net Sales and the capital
deployed in tandem with each other. Income from pre tax operations has
fallen drastically by 55.2% to Rs3695 mn in FY2001 from Rs8252 mn in
FY2000 as against 8.7% growth from FY99. However, cash profits have
declined by 45.2% to Rs4272.4 mn in FY2001 from Rs7801.7 mn in FY2000
compared to 13% rise in FY2000 due to rise in depreciation cost. The Net
Profit Margin has fallen to 8.29% in FY2001 from 20% in FY2000 on account
of decline in PAT by 60 % to Rs2499.5 mn. The additional expenditure on
VRS of Rs799 mn also affected the Net Profits. The ROCE has also fallen to
7.9% in FY2001 from 17.2% in FY2000 on account of decrease in net income
and also the capital employed. Hence the company has been not been able
to generate substantial profits in relation to sales and also in relation to
assets. The Earning Power of the company has fallen to 10.9% in FY2001
from 23.7% in FY2000, which indicates the fall in operational efficiency. The
investment portfolio as a percentage of capital employed was 37% and the
market value of investments has been lower by Rs114 mn, which can further
erode due to continued uncertainties in stock markets.
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The EPS has fallen by 58% and the dividend payout by 32% indicating that fall
in percentage of total earnings paid out to shareholders in FY2001.

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GROUP COMPANIES

Bajaj Auto is the flagship of the Bajaj group of companies. The group
comprises of 27 companies and was founded in the year 1926. The
companies in the group ar

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MANAGEMENT PROFILE

Bajaj Auto Ltd. Mukand International Ltd.

Mukand Ltd. Mukand Engineers Ltd.

Bajaj Electricals Ltd. Mukand Global Finance Ltd.

Bajaj Hindustan Ltd. Bachhraj Factories Pvt. Ltd.

Maharashtra Scooters Ltd. Bajaj Consumer Care Ltd.

Bajaj Auto Finance Ltd. Bajaj Auto Holdings Ltd.

Hercules Hoists Ltd. Jamnalal Sons Pvt. Ltd.

Bajaj Sevashram Pvt Ltd. Bachhraj & Company Pvt. Ltd.

Hind Lamps Ltd. Jeevan Ltd.

Bajaj Ventures Ltd. The Hindustan Housing Co Ltd.

Bajaj International Pvt Ltd. Baroda Industries Pvt Ltd.

Hind Musafir Agency Pvt Ltd. Stainless India Ltd.

Bajaj Allianz General Insurance
Bombay Forgings Ltd.
Company Ltd.

Shekar Bajaj Chairman
Madur Bajaj Vice charman
N.H Hingorani Vice president (Materials)

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Ranjit Gupta Vice president (insurance)
Vice president (operation)
Kevin D’sa Vice president (Finance)
Pradeep shrivastava Vice president (Engineering)
Vice President (Mktg & Sales - 2Wh.)
V.s Raghavan Vice President (Corporate Finance)
J.Sridhar Company Secretary
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director

Shekar Bajaj

. Shekhar Bajaj (born on June 8, 1948) is an honours graduate in science
from Pune University with an MBA from New York University. He started his
career as resident director of Bajaj Sevashram Ltd in Udaipur in 1968.

During 1969-72, he was joint managing director of Bachhraj Factories Ltd,
in Mumbai and took over as chief executive in 1974.

In 1975 he was appointed as part-time managing director of the
Mumbai-based Bajaj International Pvt Ltd and later its whole-time managing
director.

Madhur Bajaj
Vice Chairman
After graduating in Commerce, Mr Bajaj did his MBA from Lausanne,
Switzerland. Joined as DGM in March 1983, took over as General Manager
Aurangabad Division in June 1986, as its Chief Executive in October 1988,

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he became President of Bajaj Auto in September 1994, Executive Director in
May 2000 and as Vice Chairman in July 2001.

Rajiv Bajaj

Managing Director

Rajiv Bajaj, who took charge as Managing Director on 1st April 2005, is
a Mechanical Engineer from Pune University. He later did his Masters in
Manufacturing Systems Engineering from the University of Warwick. Joined
as Officer on Special Duty in 1990, took over as General Manager (Products)
in February 1993, as Vice President (Products) in June 1995, President in May
2000, President & Whole Time Director in March 2002, Joint Managing
Director in March 2003

Sanjiv Bajaj
Executive Director

Joined as Officer on Special Duty in 1994, took over as Executive
Director in April 2004, as General Manager (CF) in 1997, took charge as Vice
President (Finance) in April 2001. He is a Mechanical Engineer from Pune
University, with Masters in Manufacturing Systems from University of
Warwick and MBA from Harvard Business School

N H Hingorani
Vice President (Materials)

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Joined in 1997 as General Manager (Materials), took over as Vice
President (Materials) in 1998. He is a Mechanical Engineer from Malaviya
Regional Engineering College, Jaipur.

Ranjit Gupta
Vice President (Insurance)
Joined as General Manager (Co-ordination) in 1988, and rose to
become Vice President (Materials) in 1995, Vice President (HRD) in 2000 and
Vice President (Insurance). He did his Mechanical & Electrical Engineering
from Indian Railway Institute of Mechanical & Electrical Engineers. Honoured
with fellowship of Institute of Electrical Engineering (London) and
membership of Institute of Mechanical Engineers (London).

C P Tripathi

Vice President (Operations)

Joined in January 1996 as Vice President (Waluj plant) and is now Vice
President (Operations). He is a Science Graduate from Agra University. Later
he did Mechanical Engineering from Indian Institute of Technology,
Kharagpur.

Kevin P D Sa

Vice President (Finance

Mr.Kevin joined Bajaj in September 1978 and is now Vice President
(Finance). He is a B.Com graduate. Later he did CA in 1978 and ICWA in
1981.

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Pradeep Shrivastava

Vice President (Engineering)

Mr.Shrivastava joined Bajaj in April 1986 and is now Vice President
(Engineering). He is a Mechanical Engineer and later did post graduate
diploma in Production and Finance in 1986.

Sridhar
Vice President (Marketing & Sales- 2Wheeler)

Mr.Sridhar joined Bajaj in March 2001 and is now Vice President
(Marketing & Sales -2 Wheeler). He is a Engineering Graduate in Agriculture

J. Sridhar

Company Secretary

J Sridhar, has been Company Secretary since July 2001. A Commerce
and Law Graduate, Mr. Sridhar did his FCA, FCS, MMS and was Controller of
Finance & Company Secretary, Maharashtra Scooters Ltd., a Bajaj Auto joint
venture, prior to joining Bajaj Auto.

Infrastructure

Plants
Bajaj Auto's three plants at Akurdi, Waluj and Chakan in Maharashtra,
western India, produced 1,814,799 vehicles in 2004-05.

Akudi - Geared scooters, ungeared scooters and Bajaj Disc
wa;ik -Bajaj CT100, Bajaj Wind 125 and three wheelers
chakan- Bajaj motorcycles - Pulsar and Discover

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Plant Locations

Bajaj Auto plants are located at:

Mumbai - Pune Road, Akurdi, Pune 411 035

Mumbai - Pune Road, Akurdi, Pune 411 035

MIDC, Plot No A1, Mahalunge Village, Chakan 410 501 Dist. Pune

KEY POLICIES

Environmental Policy

Towards creating and preserving a cleaner environment Bajaj Auto Ltd.,
manufacturer of two and three wheeler vehicles is committed to prevention
of pollution, continual improvement of our environmental performance and
compliance with all applicable environmental legislation and regulations
Towards this, we shall strive to:Create a proactive environment management
system that addresses all environmentally significant aspects related to our
products and processes,

Minimise the generation of waste and conserve resources Through
better technology and practices, and Promote environmental awareness
amongst our employees and motivate them to fulfill our commitments We, at
Bajaj Auto, pledge ourselves towards creating and preserving a cleaner
environment

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Quality Policy

We at Bajaj Auto continue to firmly believe in providing the customer
Value for money, for years through our products and services. This we shall
maintain and improve In our decision making, quality, safety and service will
be given as much consideration as productivity, cost and delivery. Quality
shall be built into every aspect of our work life and business operations.
Quality improvements and customer satisfaction shall be the responsibility
of every employee.
TPM Policy
We at Bajaj Auto adopt Total Productivity Maintenance as a means of
creating a safe and participative work environment in which all employees
target the elimination of losses in order to continuously enhance the
capacity, flexibility, reliability and capability of its processes, leading to
higher employee morale and greater organizational profitability

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AWARDS
Awards Year By
Milestone

Bajaj Discover DTS-i – Bike of the 2005 OVERDRIVE Awards 2005
Year 2005

Bajaj Discover DTS-i - Indigenous 2005 OVERDRIVE Awards 2005
Design of the Year 2005

BAJAJ AUTO - Bike Maker of the 2004 ICICI Bank OVERDRIVE Awards 2004
Year 2004

DTS-i Technology - Auto Tech of 2004 ICICI Bank OVERDRIVE Awards 2004
the Year 2004

Bajaj Pulsar DTS-i Bike of the Year 2004 ICICI Bank OVERDRIVE Awards 2004
2004

Wind 125 Two Wheeler of the Year 2004 CNBC AUTOCAR Awards 2004
2004

Wind 125 Bike of the Year 2004 2004 Business Standard Motoring

Bajaj Pulsar 180 DTS-i BBC World 2003 BBC World Wheels Award 2003
Wheels Viewers Choice Two
Wheeler of Year 2003

Wheels Award for Best Two
Wheeler between Rs 55,000 to Rs
70,000

Wheels Award for Best Two
Wheeler between Rs 45,000 to Rs
55,000

Bajaj Boxer AT KTEC BBC World 2003 BBC World Wheels Award 2003
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Wheels Award for Level MBA MARKETING REPORT
Customer satisfaction Best Two
Wheeler under Rs 30,000

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2005
December Bajaj Discover launched
June Bajaj Avenger launched
February Bajaj Wave launched

2004
September Bajaj discover dtsi launched
Augest New Bajaj chetak 4 stroke with wonder gear
launched
May Bajaj CT 100 launched
Jan Bajaj Unveils new brand identity, Dons new symbol,
logo brand line.
2003
October Pulsar DTS-is launched
October 107,115 Motorcyles sold in a month.
July Bajaj wind 125, the world bike,is launched in india
February Bajaj Auto launched its Caliber 115”Hoodibabaa”in
the executive motorcycle segment.

2001
November Bajaj Auto lunches its latest offering in the premium
bike segment pulsar.
Jan The eliminator launched

2000 The Bajaj Saffire is introduced.
1999 Caliber motorcycle notches up 100000 sales in
record time of 12 months productions commences
at chankan plant.

Jun 7 Kwasaki Bajaj caliber rolls out of waluj
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July 25 Legend indias first 4 stroke scooter roles out of
akurdi
October Spirit launched.

1997 The Kwasaki Bajaj Boxer and the Re diesel
Autorickshaw are introduced.

1995
November 29 Bajaj Auto is 50
Agreements signed with cubota japan for the
development
Of diesel engines for the three wheelers and with
Tokyo
R&D For un geared scooter and moped
development.
The Bajaj super excel is introduced while Bajaj
celebrates
Its 10 millions vehicle 1 millions vehicle were
produced
And sold in this financial year

1994 The Bajaj Classic is introduced

1991 The kwasake Bajaj 4s champion is introduced.

1990 The Bajaj Sunny is introduced.

1986 The Bajaj M’80 and Kwaski Bajaj KB 100 motorcycle
are introduced. 500000 vehicles produced and sold
in single financial year.

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Company Profile
BIJJAL BAJAJ MOTORS.

Bijjal Bajaj is a Groups who is exclusive dealer for Bajaj Auto for in
Bagalakot Districts and was established on April 4 2003 with a Capital of Rs
25 lakh and capturing the 33% of two-wheeler market share in Ilkal.
They are selling different products like
1) Bajaj pulsar DTSi 150CC,180CC.
2) Bajaj Discover DTSi 125CC.
3) Bajaj CT100.
4) Bajaj Platina

Bajaj company follow the corporate identify for the establishment of
showroom.
It means that the company has its policy in respect of land, building, paints,
and timing of showroom.

Factors to be considered before starting a showroom as per corporate
identity.
1) Location: location is very important because to know the number of
vehicle in that area Type of customer land whether the high way or
city’s well Known road is passing through the location or not.

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2) Buildings: Before constructing a building following point are taken
into account.
a. Nature of soil foundation requirement.
b. The level of ground.

3) Labour: The laboures are the main pillars of any organization. The
efficient
organization depends the amount of capital and the space
required in the building.

4) Machinery: To install the equipment in proper place the layout is
drawn. It
depends the amount of capital and space required in the building.

5) Computational: Competition makes the organization to improve
quality and give
better service to customer.

6) Water & Electricity: Water and electricity are necessary for workshop.
It helps
in providing better servicing of vehicles.

Surrounding Area:

Bijjal Motors is situated at such a place which is known for its business
like ground nuts, 2 wheelers and essential commodities.

As we already known that the showroom is on the city’s well known
road which join to the main road.

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Organization:

To provider better service Bijjal motors has made 4 sections. They are
section.
1) Sales section.
2) General insurance.
3) Accountant.
4) Workshop.

Procedure:

a) Customer visit to show room: When a customer visit the show room to
take quotation
His name is entered in the customer follow up forms; these are stored
in the file.
b) Follow up begins: the customer follow up forms stored in files are kept
in the racks which are divided in 3 parts.

The forms in the fists part are opened to third day from the dose of
quotation and attractive letter is written to customer. After writing the letter
the forms are shifted to second part. The forms are shifted to third part. The
forms are opened after 11 days at this time show room will send one person
to meet customer directly.

1) Sales: the person intending to purchase the vehicle will visit the
show room is makes the selection of vehicle. After he has
selected the vehicle for sales manager writes the customers
name is address in “invoice” and receives the amount. He also
arranges for insurance of vehicle, registration of the vehicle is
left to customer.
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2) After filling the “information coupon” he sends the vehicle for
pre delivery inspection. If it founds OK in pre delivery inspection
report the key of the vehicle is handed over to few customer.

3) Billing: on the day when the vehicle is for cash both original and
duplicate copy is Given to customer. But if there is
hypothecation in bank then original copy of invoice And one key
is given to bank. Duplicate copy given to customer and third
copy is retained with the showroom,.

4) Insurance: Before giving the delivery of the vehicle it should be
insured. The
Insurance policy is called as comprehensive policy’ it means if
the vehicle met
With any accident or fire the vehicle owner will be indemnities
by the insurance company.

Finance:
In showroom the finance section performs the following functions.
1) Maintenance of different registers like
a. stock book b. Material account.
c. Cash book. D. Ledger account.
2) Entries have to be made in material account in case of sales of
vehicle.
3) To make adjustments in the stock register when vehicle are
received from the
Company.
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4) To maintain proper account about spares part.
Marketing Section:

Marketing section of the showroom involves the distribution of
vehicles and spares parts purchase from the company.

Bijjal motors make the purchase of vehicle from the Bagalkot branch
office and distribute the vehicle, so here there is no production of any goods.
Bijjal motors ultimately make the sales to customers.

About Bajaj Platina
Its elegant Platinum silver color with chrome graphics is desperately catching
the eyes of many finicky bike lovers. Graphic tint engine and transmission
with black silencer are really leaving good appeal to the eyes of the viewers.

To add more aesthetic value to this bike, it is further equipped with
exclusive streak design side panels and sleek rear panels with fluid grab rail
design.

Other mentionable features for making this bike more reliable are chrome
heat shield and annular chrome rings housed in a sporty console.

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Features

Exclusive Styling Package.
Superior engine performance

for practical riding conditions

Best in class suspension system for superior comfort.
World first SNS (Spring-N-Spring) rear suspension with the longest
travel in its class of 100 mm.
Unique streak design side panels
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Specification of Platina

Dimension & Weight

Overall height 1090 mm

Overall length 1990 mm

Overall Width 770 mm

Wheelbase 1275 mm

Ground Clearance 162 mm

Kerb weight 113 kg

Fuel Tank Capacity 13 Litre

Engine

Type Natural Air-cooled

Stroke (2/4) 4-stroke

No. of cylinders Single cylinder

Bore x stroke

Displacement 99.27 cc

Electrical 12V AC +DC

Transmission

No. of Gears Constant Mesh Type

Performance

Maximum Power 6.03 kW (8.2bhp)@ 7500 rpm

Max. Torque 8.05 Nm @ 4500 rpm

Start Kick Start

Suspensions

Front Hydraulic , Telscopic type , 125 mm travel

Rear Hydraulic , ‘SNS’type, 100 mm travel

Brakes

Front Drum type, 110 mm/130 mm

Rear Drum type ,110 mm/130 mm

Tyres

Front 2.75*17", 41 P

Rear 3.00*17", 50 P

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Part-3

OBJECTIVES:
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To Study the Customer Satisfaction level for the Bajaj PLATINA Bike.
To know the features influencing the customer during the purchase of
Bajaj
PLATINA Bike.
To Ascertain whether the Customer are satisfied with existing
service from the
Show Room.
To Study the promotional Mix adopted by the show room.

SCOPE:
The scope of the study is limited to Bijjal Motors only
METHODOLOGY
Methodology explains the methods used in collecting information are
as follows.
Description Of Research:
Marketing Research design specify the procedure for conducting a
research project. The survey is conducted with the objective to know the
Customer satisfaction level of Bajaj PLATINA Bike at Ilkal town .
In this, two types of research methods are used.
1) Descriptive Research.
Descriptive Research is used to collect various information from
customer to study the satisfaction level With respect to PLATINA Bike.
2) Exploratory Research.:
Exploratory Research is concerned with discovering the general
nature of the problem and the variables that are related to research study.
Types And Sources Of Data:
For the purpose of study the data has been collected from two sources
mainly,

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3) Primary Data.
4) Secondary Data.

Primary Data:

Primary information was collected through questionnaire and personal
interaction.
Secondary Data :
The major sources of secondary data are as follows,

MAGZINES.
BOOKS.
WEBSITES.
MANUAL

Survey Research:

The method used to collect data for the study was through survey
research. Survey Research is the systematic gathering of information from
respondents for the purpose of understanding and predicting some aspect
of the behavior of the population of interest.

Measurement Techniques:

Measurement may be defined as the assignment of numbers to
characteristics of objects, persons, states or events, according to rules.
Some of the measurement techniques used are,

Questionnaire:

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It represents the most common form of measurement for eliciting
information. As much, its function is measurement.

The Questionnaire designed included Open-ended questions,
Multiple-Choice questions, and Dichotomous questions.

Open-Ended Question:

These questions leave the respondents free to offer, any replies
that seem appropriate in light of the question.

Questionnaire administered included Open-Ended question to find
out respondents Expectations towards Bajaj PLATINA Bike.

Multiple-choice Question:

Multiple-Choice are immediately followed by a list of possible answers
from which the respondents must choose.

Questionnaire included multiple-choice questions to find out the
which sources customers has satisfied with regard to the bike

Dichotomous Question.:

Dichotomous Question represent an extreme form of the
multiple-choice question, allow only two responses such as “Yes or No”

This type of questions were used to find out whether respondents
happy with service provided by show room and benefits get from the bijjal
motors

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Rating Scales:

The use of Rating Scale requires the rater to place an attribute of
the object being rated at some point along a numerically ordered series of
categories. Rating Scale focus on.

Overall attribute towards an object.
The degree to which an object contains a particular attribute.
Ones feeling towards an attribute.
SAMPLING
Sampling Procedure:
Descriptive field studies require collection of first hand information or
data pertaining to the units of study from the field. The units of study may
include the area covered under the Ilkal City.
“The process of drawing a sample from large population is called
Sampling”.

Sampling Process:
Population:
The Aggregate of all units pertaining to the study is called Population.
The population of this project is a survey of Walking Customers and Existing
Customer.
Sampling Frame:
A Sampling Frame is a means of representing the elements of the
population.
Sampling Unit:
The Sampling Unit is basic unit containing the elements of the
population to be sampled.
Sampling Extent:

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It is the scope of study Sampling Extent is Ilkal town
Sample size:
The total Sample Size is 100 from different locations in Ilkal town.

Part-4
DATA ANALYSES AND INTERPRETATION

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DATA ANALYSIS

Data collected is useful only after analysis. Data Analysis involves
converting a series of recorded observations into descriptive statements and
inferences about relationships. The types of analysis that can be conducted
depend on the nature of the measurement instrument and the data collected
method.

If the researcher selects the analytical techniques prior to collecting
data, the researcher should generate fictional responses to the measurement
instrument, these dummy data are then analyzed the results of this analysis
will provide the information required by the problem at hand.

The results obtained by analyzing such data may not be accurate due
to present of dummy data, So it is preferable to select analytical technique
after collection of data, depending on data collected.

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1) Age categories:
Age Respondents Percentage
20-25 24 24%
25-30 24 24%
30-35 24 24%
35-40 28 28%
Total 100 100%

Interpretation.

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From the above graph it is evident that out of 100 samples 28
customers are of between 35-40 age limits. By seeing this result we
interpret that Bajaj PLATINA is preferred by middle age groups working as
Clerks, Bank workers, Small outlets owner Viz Cold drinks, Because of
mileage is the main reason.

2) Following factors influenced you to purchase Bajaj platina Bike?
Respondents Percentage
Friends’ opinion 31 31%
Price 32 32%
Advertisement 22 22%
Relative opinion 15 15%
Total 100 100%

Interpretation.

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From the above Graph it is found that 32% of Customer are purchased
Bike by preferring Price. And 31% of customer purchased the bike by the
influenced of there friends. And remaining 22% customer are influenced by
Advertisement 15% customer motivated to purchase the Bike through
relatives opinion. The majority of the people bought Bajaj PLATINA revealed
they purchase the Bike influenced by the price.

3) Satisfaction Level of the Customers with respect to information
given by the mechanics.
Satisfaction level Respondents Percentage
Highly satisfied 28 28%
Satisfied 53 53%
Dis satisfied 3 3%
Highly dissatisfied 6 6%
Total 100 100%

Interpretation.

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From the above Graph its clear that most of the owner of the Bajaj
PLATINA are satisfied with preliminary Information given by the mechanics
while purchasing the Bike Ie 63%.

5) Satisfaction level of customer with respect to the following
characteristics of the Bajaj PLATINA.

a). Price of the Vehicle.
Price vehicle Respondents Percentage
Very good 72 72%
Good 13 13%
Bad 13 13%
Very bad 2 2%
Total 100 100%

Interpretation.

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From the above Graph it is found that out of 100 respondents majority
of the Customer are very much satisfied with the price of Bajaj PLATINA Bike
as compared to other Bikes.72% of the customer said price of the bike is very
good.

c) Engine and performance of the vehicle.
Engine & Respondents Percentage
performance
Satisfied 45 45%
Dis satisfied 15 15%
Highly dissatisfied 2 2%
Total 100 100%

Interpretation.

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From above Graph it is clear that 45% Respondents are satisfied with
the performance of the vehicle and 38% of the Respondents satisfied and
15% of the Respondents are not satisfied with the performance of the vehicle
the reason behind this they are facing problem Engine (carburetor).

d) Maintenance Cost of the Vehicle.
Maintenance cost Respondents Percentage
Satisfied 60 60%
Total 100 100%

Interpretation.

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From the above Graph is highlighted that maintenance cost of the
vehicle the maximum number of customer are satisfied with maintenance
cost ie 60% hence we can say it is Happy new for the company maintenance
cost of the Bajaj PLATINA Bike is less.

e) Aesthetics (Color).

Aesthetics color Respondents Percentage
Satisfied 48 48%
Total 100 100%

Interpretation.

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From the above Graph it is found that out 100 Customer 48% of
Respondents are satisfied with the color and style of the vehicle and only
18% of the Respondents are not satisfied with the color of the vehicle.

f) Cost of spares.

Cost of spares. Respondents Percentage
Satisfied 55 55%
Total 100 100%

Interpretation.
From above Graph it is observed that majority of the customers said that
the cost of spares are quite affordable and they are satisfied.

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g) Mileage of the Vehicle.

Mileage of the Vehicle. Respondents Percentage
Satisfied 13 13%
Total 100 100%

Interpretation.

From above Graph it has been observed that 64% of the customer
highly satisfied with mileage of the Vehicle. and customer are said that

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there Vehicle gives 70-80 km mileage per liter of petrol in city limits. If they
go for long ride it gives nearly about 80-85 km per liter.

5) Level of satisfaction of warranty service provided by the show room.

Level warranty service Respondents Percentage
Satisfied 12 12%
Total 100 100%

Interpretation.

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From above Graph it has been observed that 64% of the customer is
not satisfied only 13% Respondents are satisfied with warranty service.

1) Percentage of Customer going for paid up service.

Paid up service Respondent Percentage
Yes 62 62%
No 38 38%
Total 100 100%

Interpretation.

From the above graph it is clear that majority of the customer go for
the paid up service provided in the show room. As far as the Bajaj
Authorized dealer scores more in Ilkal city but only 38% of the customer are
go for unauthorized service station like garage.

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6) Level of satisfaction for following factors in Service provided by
show room.

a) Delivery Time.

Delivery Time. Respondents Percentage
Satisfied 65 65%
Total 100 100%

Interpretation

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From above Graph its Clear that 65% of the Respondents are satisfied
with delivery time of motor’s the company may provide service of delivery as
per Customer convenience.

b) Availability Spares.

Availability Spares. Respondents Percentage
Satisfied 70 70%
Total 100 100%

Interpretation

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From the above Graph it has been observed that out 100 customer
70% of the customer are satisfied with Availability of spares in showroom.
Because of spare parts are Genuine parts and Guarantee, next to these are
long performance and Good quality.

C) Attitudes of Service Provider.

Attitudes of Service Respondents Percentage
Provider.
Satisfied 19 19%
Total 100 100%

Interpretation

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From the above graph it is evident that most of the respondents are
strongly satisfied with the attitude of the service provider ie 65% of the
Customer are highly satisfied and only 13% of the customer are not satisfied
with attitudes of service provider. Remaining 3% of the customer is highly
dissatisfied attitudes of service provider.

7) Degree of level of satisfaction regarding solving of complaints.

complaints Respondent Percentage
Yes 35 35%
No 65 65%
Total 100 100%

Interpretation

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From the above graph its clear that majority of the customers are not
satisfied with compliant handling procedure of the show room only 35% of
the Customers are satisfied. Remaining the 65% customer not satisfied

8) Percentage of purchase Spare parts.

purchase Spare parts Respondents Percentage
Showroom 78 78%
Retail outlet 22 22%
Total 100 100%

Interpretation

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From the above Graph its clear that the 78% of the customer purchase
of spare parts At show room. Because of branded, Guarantee, long run
performance, Good quality & only 22% of the customer purchase retail
outlets.

9) Degree satisfaction about service charge

service charge Respondents Percentage
Affordable 69 69%
Costly 31 31%
100 100%

Interpretation

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From above graph its clear that 69% of the customer are feel that the
service charges are affordable as compared to other & only 31% of the
customer are said service charge costly.

10) Level of satisfaction of Bajaj PLATINA Bike.

Satisfaction of Bajaj Respondents Percentage
PLATINA Bike.
Satisfied 23 23%
Total 100 100%

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Interpretation

Happy news for the show room Bijjal motors from above Graph it has
observed that the majority of the customer some around 58% of the
customer are highly satisfied with Bajaj PLATINA, 23% are satisfied with bike
and only 2% of the customer highly dissatisfied.

FINDINGS
CUSTOMER SATISFACTION FOR BAJAJ PLATINA AT ILKAL

Majority of the Customer have purchased the vehicle by there price
and friends with 32% and 31% 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 ie 72%.
Engine and performance of the vehicle satisfaction is 45%.
52% of the customers are satisfied with the maintenance cost 35% of
them are not satisfied, with the maintenance cost level.
The customers are highly satisfied with the Aesthetics (color, style) of
the Bajaj PLATINA.
The cost of said that cost of spares are quite affordable 55% of the
customer are satisfied with the cost of spares.
In the study I am found that 64% of the customers are not satisfied
with the warranty service provided by showroom.
The customers are satisfied with delivery time, availability of spares
and attitudes of the service providers.
But the customers are not fully satisfied with complaint handling
procedure at bijjal motors only average customers are satisfied.

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Happy news for the showroom is that 58% of the customers are highly
satisfied that with Bajaj PLATINA bike.
From the market research it has been observed that 64% of the
customers are highly satisfied with the mileage of the bike.

RECOMMENDATIOIN
TO DEALER

As far as the show room satisfaction is concerned, the show room scores
good percentage. At But maintain this satisfaction level forever the show
room has to do some activities.

The dealer can convince the non-users by taking measures like
advertising and sales people.
The Diploma Holder mechanics should be recruited in the show room
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 improved and after service
of the bike mechanics may be get feed back from the customers about
bike.
When ever the Bajaj Company introduces new models, then the
showroom people has to arrange road shows. By doing this kind of
activities the show room can retain its old customer and try to attract
new customer.
Show room owners have to send some gifts and greetings to customers
especially in festival seasons, like yugadi festival, Deepavali, New year

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because of attracting the customer and to build long run relation ship
with the customers.

RECOMMENDATIOIN

SUGGESTIONS TO COMPANY

By the study it is found that all most all customer of Bajaj PLATINA
are satisfied, the main reason to purchase this bike is because of its
high mileage and low price it is very help full to middle income level of
group of people.

Auto starter should be included in the existing model
The current SNS (spring -in -spring) suspensions provide unique
protection to the bike.
Improvement in the engine performance it sounds more when in use
more than 70 km speed there is no smoothness.

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CONCLUSION

By seeing the performance of Bajaj PLATINA vehicle And service
provided by the Bijjal motors. I can conclude that it has wide market and
bright future for its sales. And also in the current market it is one of the
leading vehicles. The distribution and availability of the vehicle in bagalkot
District as to be Improve Because of the Competing of the vehicle like Hero
Honda, TVS are very high market share.

As per show room is concerned is having good prospects in near
feature it is providing good service and majority of the people are satisfied
with Bajaj company vehicle.

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Part-5

ANNEXURE

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QUESTIONNAIRE

Dear sir / Madam,

I am pleased to introduce my self as MBA student of S.V.M.V.V Sangha’
s Institute of Management Studies, Ilkal. I am doing my project at Bijjal
Motors who are authorized dealer for Bajaj . The purpose of the study is to
know “A STUDY ON CONSUMER SATISFACTION LEVEL OF BAJAJ PLATINA
BIKE AT ILKAL CITY”.
I request you to kindly spare your valuable time for completing this
questionnaire.

(Please mark √ for the relevant box)

1. Name: _________________

2. Age: 20-25 25-30 30-35 35-40

3. Sex: Male Female
.4 :Occupation Businessman
Employee
Student
Professional
Other specify_____________

5. Which of the following factors influenced you to purchase Bajaj
PLATINA Bike?
Friend’s opinion Price

Advertisement Relatives opinion
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6. Did you own any Bike previously?
Name it
___________________
____________________

7. Rate the following characteristic’s of Bajaj PLATINA Bike.
1to5 (1-Very good, 2-Good, 3-Avg, 4-Bad, 5-Very bad)

Characteristics 1 2 3 4 5

Price of the vehicles.
Engine (carburetor)
& performance of
vehicles.
Maintenance cost.
Color.

Cost of spares.

Mileage.

8. Are you satisfied with the warranty service provided by the show
room?
1) Highly Satisfied 2) Satisfied
3) Average 4) Dis-satisfied

5) Highly Dis-Satisfied

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9. Are you availing any paid up service for your vehicle at Bijjal Motor’s?
Yes No
a) If no then state your reason
1) __________ 2) ______________ 3) _____________

10. Have you experienced any major problems with your bike?
Yes No
11. Are you satisfied with information given (or) complaint solved by the
show room Service Station?
Yes No

a) If no please mention in which area you felt need for Services.

1_______________ 2________________
3________________

12. Where do you purchase spare parts required for your vehicle?
a. At show room b. At Retail outlets

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13. Please Rank your level of satisfaction for the following Factors in
service.

Character sticks Highly Satisfied Dis-satisfied Highly
Satisfied Dissatisfied
1. Delivery
time.

2. Availability
spares.

3. Cost of
spares.

4. Attitudes
of service
provider.

5. Cost of
service.

14. Your opinion about service charges?
Affordable Costly
15. To what extent the Bajaj PLATINA bike has satisfied your need
purchase?
1. Very Good 2. Good
3. Average 3. Not Good
16. Do you have any specific to Bijjal Mtors to improve customer
Satisfaction?

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---------------------------------------------------------------
---------------------

---------------------------------------------------------------
----------------------

BIBLIOGRAPHY

TEXT BOOKS
MARKET MANAGEMENT
By. Philip Kotler.

MAGZINES
BUSINESS WORLD.
BUSINESS TODAY.
INDIA TODAY.

NEWS PAPERS
THE TIMES OF INDIA.
THE HINDU.

PAMPLETS

WEB SITES
www.bajajauto.com

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Google search

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