1. 1
SUMMER TRAINING REPORT
On
“SATISFACTION LEVEL OF CONSUMERS WITH BAJAJ
AUTO – PULSAR”
SUBMITTED
FOR THE PARTIAL FULFILLMENT OF
THE AWARD OF MBA DEGREE FROM BARKATULLAHA
UNIVERSITY BHOPAL
BY
Girijenda Singh Dangi
UNDER THE SUPERVISION OF
Prof. Prasann Jain
Maharana Pratap College of Management
Bhopal (M.P.)
YEAR: 2013-15
2. 2
DECLARATION BY THE CANDIDATE
This declaration is made on the ……………..day of……………..2015
I, Girijendra Singh Dangi student of MBA III Semester of MAHARANA
PRATAP COLLEGE OF MANAGEMENT, Bhopal hereby declare that the
work entitled “SATISFACTION LEVEL OF CONSUMERS WITH BAJAJ
AUTO – PULSAR” is my original work. I have not copied from any other
students’ work or from any other sources except where due reference or
acknowledgement is made explicitly in the text, nor has any part been written
for me by another person.
_______________ Girijendra Singh Dangi
Date submitted MBA III Semester
3. 3
CERTIFICATE FROM SUPERVISOR
I PrasannJain hereby certifies that the work entitled “SATISFACTION LEVEL
OF CONSUMERSWITH BAJAJ AUTO – PULSAR” was prepared by the above
named student, and was submitted under the faculty of management” as a *
partial/full fulfillment for the conferment of MBA, and the aforementioned
work, to the best of my knowledge, is the said student’s work.
Supervisor
Prof. Prasann Jain
4. 4
ACKNOWLEDGEMENT
I would like to express my deep sense of gratitude to the respectable guide
distinguished personalities for their precious suggestions and encouragement
during the project.
The experience which is gained by me during this project is essential for me at
this turning point of my career.
I am thankful to Dr. Vijay Jain, Director Maharana Pratap College of
Management for their valuable guide during the project work.
I am also thankful to my project guide Prof. Prasann Jain for providing me
guidance and support and every possible help during the project work.
I am also thankful to Chairman Dr. Narendra Singh Bhati for making all the
required recourse during the work of Project
I am also grateful to all the staff member of the Maharana Prtap College of
Management and all my friends and teacher who direct and indirect help me
during the project work.
Last but not the least I would specially want to tank to my family member and
other people for their useful support.
Girijendra Singh Dangi
MBA III Semester
5. 5
CONTENTS
SL.NO CHAPTER-1 PAGE NO
1 INTRODUCTION 06-08
STATEMENT OF THE PROBLEM
REVIW OF LITRATURE
CHAPTER-2 09-12
2 RESEARCH METHODOLOGY
DEFFINATION OF THE RESEARCH METHODOLGY
RESEARCH DESIGN
SAMPLE AND DATA COLLECTION
OBJECTIVE OF THE RESEARCH
SCOPE OF THE RESEARCH
IMPORTANCE OF THE RESEARCH
LIMITATION OF THE RESEARCH
CHAPTER-3 13-29
3 COMPANY PROFILE
HISTORY & DEVELOPMENT
ORGANISTAIONAL STRUCTURE
PRODUCT/SERVICE
CHAPTER-4 30-37
4
DATA ANALYSES, DISCUSSION AND
GRAPHICAL REPRESNTAION
CHAPTER-5 38-42
5 CONCLUSION, SUGGESTIONS AND
BIBLIOGRAPHY
6. 6
CHAPTER-1
INTRODUCTION
STATEMENT OF THE PROBLEM
Customer satisfaction, a business term, is a measure of how products and
services supplied by a company meet customer expectation. It is seen as a key
performance indicator within business and is part of the four perspectives of a
Balanced Scorecard.
In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become
a key element of business strategy.
There is a substantial body of empirical literature that establishes the benefits of
customer satisfaction for firms.
"Customer satisfaction" is the important statement of the problem in this
project.
Measuring customer satisfaction
Customer satisfaction refers to the extent to which customers are happy with the
products and services provided by a business. Customer satisfaction levels can
be measured using survey techniques and questionnaires. Gaining high levels 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.
7. 7
REVIW OF LITRATURE
Customer Satisfaction
Customer satisfaction is the key to success, getting our customers to tell you
what’s good about your product or services and where you need improvement.
It helps you to ensure that your businesses measure up to their expectations. The
attached file contains a customer satisfaction survey from designed to make it
easy for customer to fill out and to fill and to make it easy for you to quickly
customize to exactly match your company’s activities. It also includes
suggestion for distributing the form, ensuring that customer will return the form
and following up on comments
Customer’s satisfaction defined
The reason for a business firm to come into being is the existence of customer
who has unfilled needs and wants. Customer satisfaction ha been
conceptualized in several ways. It consists of expectations, performance
interaction, pleasured or displeasure and the evaluation of the benefits of
consumption.
Customer satisfaction is result of confirmation of expectation. Bajaj has been
focusing on the improvement and Excellency in the processes, which it uses to
satisfy there to accomplish, this it has focused on improving customer-
orientation and value chain integration. Thus meeting the expectation of the
customer.
Components of customer satisfaction/ dissatisfaction
Purchase Process:It refers to the actions of the customers in buying the
product. Could he find product easily?
8. 8
Did he have to travel for to buy? Whether proper quantities were available?
Was sufficient information available?
Obviously, for a manufacture that exercises strong control over his distribution
channel, any measurement of consumer’s satisfaction should include this
component.
Bajaj has always been focusing on network expansion.
Decision
It refers to the extent to which the customer thinks about correctness of his
decision with regard to satisfaction. Apart from the product of the process, the
customer might have regret about one component which would affect other
components. consumers to action, they must gain their attention.
9. 9
CHAPTER-2
RESEARCH METHODOLOGY
DEFFINATION OF RESEARCH METHODOLOGY
Cocotte, Woodruff and Jenkins (1987) define customer satisfaction as
"conceptualized as a feeling developed from an evaluation of the experience."
HERE, the timing of satisfaction response is driving consumption.
But, there is general agreement with Kotler (2003) that "customer
satisfaction is a person's feeling of pleasure or disappointment resulting from
comparing a products perceived performance in relation to his or her
expectation." In short customer satisfaction is "The provision of goods or
services which fulfil the customer expectation in terms of quality and service, in
relation to price paid."
RESEARCH DESIGN
Survey research is the systematic gathering of information from respondents
for the purpose of understanding and/or predicting some aspects of the
behaviour of the population of interest. It is the most common method of
collecting primary data for marketing decisions. 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 andit 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:
10. 10
1. Primary data
2. Secondary data
Primary data:
1. Structured questionnaire
Secondary data:
1. Data from various magazines especially bike magazines.
2. Internet.
SAMPLEAND DATACOLLECTION
Sampling plan :
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts.
Sampling frame :
Customers visiting showrooms for servicing their pulsar motorcycles.
Sampling unit:
Motorcycles owners esp. Bajaj Pulsar motorcycle owners
Sampling method:
Desired sample size:
A sample size of 100 motorcycle owners was specified.
11. 11
OBJECTIVE OF THE RESEARCH
The objective of the study is “Company image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsar”.
To determine the effects of the company image on the sales.
To understand customer attitude towards Bajaj motorcycles.
To measure customer satisfaction of Bajaj pulsar motorcycle owners.
To know the tastes and preferences of people of when it comes to Pulsar
bikes.
To find the reasons for buying Pulsar motorcycle.
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors & it also help the management can
emphasize on their weaker areas for improvement.
12. 12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a 'satisfied' customer tells 5-7 people in a year whilst a
'dissatisfied' customer will tell 14-15 people.
Companies can boost profits anywhere from 25% to 125% by retaining a
mere 5% more of their existing customers.
Totally satisfied customers were 6 times more likely to use that services
and commend it than ' satisfied' customers.
Customers who have a bad experience with you and do not complain are
only 37% likely to still do business with you.
Customers who have an opportunity to complain and the complaint is
achieved are 95% likely to still do business with you.
LIMITATIONOF THERESEARCH
The responses given by the respondents may not be true.
Therespondentsmaybecarelessinrespondingto thequestionnaire.
The respondents may be illiterate.
There may be respondent’s bias.
Even though utmost care has been taken in conducting the
survey, the findings may sometimes differ from the population.
The study is conducted of academic nature
The split happened 1 year before, the study not giving the long
run result of Hero Motors Bikes
13. 13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd. is the largest exporter of two and three wheelers. With
Kawasaki Heavy Industries of Japan, Bajaj manufactures state-of-the-art range
of two-wheelers. The brand, Pulsar is continually dominating the Indian
motorcycle market in the premium segment. Its Discover DTSi is also a
successful bike on Indian roads.
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts.
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions. It conveys
to everyone our intention to constantly inspire confidence. Our customers are
the primary audience for our brand. Indeed, our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision. Everything we do must
always reinforce the distinctiveness and the power of our brand. We can do this
by living our brand essence and by continuously seeking to enhance our
customer’s experience. In doing so, we ensure a special place for ourselves in
the heats and minds of our customers.
14. 14
Bajaj Brand Essence
Our brand Essence is the soul of our brand. Our brand essence
encapsulates our mission at Bajaj.
It is the singular representation of our terms of endearment with our
customers. it provides the basis on which we grow profitably in the market. Our
brand essence is excitement. Bajaj strives to inspire confidence through
excitement engineering. Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers.
By challenging the given. By exploring the unknown and thereby stretching
ourselves towards tomorrow, today.
Bajaj Brand Values
We live our brand by its values of learning, innovation. Perfection, speed
and transparency. Bajaj will constantly inspire confidence through excitement
engineering.
Learning: Learning is how we ensure proactively. It is a value that embraces
knowledge as the platform for building well informed, reasoned and decisive
actions.
Innovation: Innovation is how we create the future. It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary.
Perfection: Perfection is how we set new standards. It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time.
Speed: Speed is how we convey clear conviction. It is a value that keeps us
sharply responsive. Mirroring our commitment towards our goals and processes.
15. 15
Transparency: Transparency is how we characterize ourselves. It is a value
that makes us worthy of credibility through integrity, of trust through sensitivity
and of loyalty through interdependence.
16. 16
Industry Profile:
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two & Three Wheelers
Business Group The Bajaj Group
Listings & its codes BSE - Code:500490; NSE - Code:BAJAJAUTO
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
17. 17
Management profile:
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P D'sa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg & Sales - 2Wh.)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research & Development)
J. Sridhar Company Secretary
18. 18
Boardof Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman & Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
D.S. Mehta Whole-Time Director
Kantikumar R. Podar Director
Shekhar Bajaj Director
D.J. Balaji Rao Director
J.N. Godrej Director
S.H. Khan Director
Mrs. Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19. 19
Committees of the Board
Audit Committee
S.H. Khan Chairman
D.J. Balaji Rao
J.N. Godrej
Naresh Chandra
Nanoo Pamnani
Shareholders’& Investors’ Grievance committee
D.J. Balaji Rao Chairman
J.N. Godrej
Naresh Chandra
S. H. Khan
Remuneration committee
D.J. Balaji Rao Chairman
S.H. Khan
Naresh Chandra
Registered under the Indian Companies Act, VII of 1913
REGISTERED
OFFICE
Akurdi, Pune 411 035
WORKS Akurdi, Pune 411 035
Bajaj Nagar, Waluj Aurangabad 431 136
Chakan Industrial Area, Chakan, Pune 411 501
Plot No. 2, Sectoe10, Pant Nagar, Rudrapur
20. 20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr. Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr. Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India & NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
Bajaj Discover DTS-i - Bike of the
Year 2005
2005 OVERDRIVE Awards 2005
Bajaj Discover DTS-i - Indigenous
Design of the Year 2005
2005 OVERDRIVE Awards 2005
BAJAJ AUTO - Bike Maker of the
Year 2004
2004 ICICI Bank OVERDRIVE
Awards 2004
DTS-i Technology - Auto Tech of the
Year 2004
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 2004
Wind 125 Two Wheeler of the Year
2004
2004 CNBC AUTOCAR Awards
2004
Wind 125 Bike of the Year 2004 2004 Business Standard Motoring
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21. 21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55,000 to Rs 70,000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45,000 to Rs 55,000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30,000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22. 22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan & Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield – Western Region 1996-97 EEPC
Export Excellence 1996-97 MCCIA
Regional Top Exporter - Large Scale
Manufacturer
1995-96 EEPC
Highest Export Performance 1995-96 EEPC
Outstanding Export Performance 1995-96 Government of India,
Ministry of Commerce
Export Excellence Award 1995-96 MCCIA
Top Exporter Shield – Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India,
Ministry of Commerce
Award for Export Excellence 1994-95 EEPC
Regional Top Exporter - Large Scale
Manufacturer
1994-95 EEPC
All India Special Shield - Consumer
Durables Exporter
1994-95 EEPC
National Export award for Outstanding
Performance
1994-95 Government of India,
Ministry of Commerce
23. 23
Western Region Top Export Award 1994-95 EEPC
All India Special Shield - Consumer
Durables
1994-95 EEPC
Regional Special Shield - Capital Goods
Category
1993-94 EEPC
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India,
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24. 24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School. He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies.
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, 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.
25. 25
N H Hingorani
(Vice President (Materials)):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 ENGG 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.
26. 26
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.
S 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
Sales figures
OEM F12 F11 Growth (%)
1 Bajaj 3834405 3387043 13.21
2 Hero Moto corp 6235205 5402444 15.41
3 TVS 2158375 2006808 7.55
4 Honda (scooters) 1240771 907832 36.67
Honda (Motorcycle) 866457 748895 15.70
Hero – HMSI 2107228 1656727 27.19
5 Yamaha 484891 373100 29.96
6 Suzuki 340893 282156 20.82
7 Mahindra 134750 163935 -17.80
28. 28
BAJAJ PULSAR
Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India. The two
wheeler was developed by the product engineering division of Bajaj Auto in
association with motorcycle designer Glynn Kerr Tokyo R&D. Currently there
are four variants available -with engine capacities of 135 cc, 150 cc, 180 cc and
220 cc. Previously it was also offered with a 200 cc DTS-i oil cooled engine,
which now has been discontinued. More than a million units of Pulsar were sold
by November 2005. 2009, sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43%.
Premium Segment Bike:
Bajaj Pulsar DTS-i:
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades. Along with additional power, improvements include
a longer wheel base, gas filled rear shock absorbers and six spoke alloy
wheel
Features:
DTS-Iengine:
29. 29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking.
It incorporates digital Twin Spark Ignition (DTS-i) system, digital CDI and
TRICS III. The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age. Digital biking will redefine biking
in India for a long time to come.
Enhancedcomfort:
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain.
30. 30
CHAPTER-4
DATA ANALYSES, DISCUSSION AND GRAPHICAL
REPRESNTAION
1. Which category of Pulsar motorcycle do you own?
Table
Response % ofcustomers No. ofcustomers
135cc 33 33
150cc 20 20
180cc 27 27
220cc 20 20
Total 100 % 100
Interpretation /Analysis:
According to my survey, out of 30 respondents, 33 % of the people owns
pulsar 135cc category most then 180cc with around 27 % followed with 150cc
& 220cc with 20% for both.
percentage
135cc
150cc
180cc
220cc
31. 31
2. Choose reasons for selecting Bajaj Pulsar?
Table
Response % of customers No. of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price 10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety 04 04
Total responses 100 100
Interpretation /Analysis:
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage.
32. 32
3. What was the source of information for the purchase of Bajaj
Pulsar motorcycle?
Response No of customers % of customers
Family 10 10
Friends 30 30
Media 60 60
Dealers 00 00
TOTAL 100 100
4. What innovations would you like to see in Bajaj Pulsar motorcycle?
Interpretation /Analysis:
Respondents want innovations like wide tyres, looks, better styling, improved
handling, better disc braking system & more pick up in Pulsar bike.
Family
Friends
Media
Dealers
33. 33
5. How would you rate Bajaj Pulsar in terms of its mileage?
a. Excellent b. Good c. Bad d. Very Bad
Interpretation /Analysis:
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good.
6. From how many years do you own the bike?
Years No of customers % of customers
0-1 50 50
1-2 25 25
2-4 25 25
4 & above 00 00
TOTAL 100 100
Interpretation /Analysis:
Above table clearly shows us that most of the respondents owns bike for less
than a year.
34. 34
7.How much kilometres ( kms ) have you travelled up to date?
Years No of customers % of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 & above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 & above
35. 35
8. Which is the best feature of the bike?
Features No of customers % of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36. 36
9. What is the disadvantage ofbike?
No of customers % of customers
Tubeless tyres 25 25
Engine 15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation /Analysis:- Most ofthe respondents found gear box abig
disadvantage in a bike.
Tubeless tyres
Engine
Comfort
Gear Box
37. 37
10. What is one thing you want to improve in bike?
No of customers % of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation /Analysis:- Majority of respondents want to improve tyres in a bike.
11. Are you satisfied with the service by Bajaj?
Interpretation /Analysis:- 96% of respondents said that they are satisfied with the
service provided by Bajaj.
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38. 38
CHAPTER-5
SUGGESTIONS, CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers, because
24% of the respondents are unhappy.
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time.
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps.
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj. To maintain & sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable. Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements.
39. 39
QUESTIONNAIRE
NAME:
AGE:
OCUPATION:
INCOME :
1. Which category of Pulsar motorcycle do you own?
a. 135cc
b. 150cc
c. 180cc
d. 220cc
2. Choosereasons for selecting Bajaj Pulsar?
a. Style
b. Brand image
c. Mileage
d. Pickup
e. Price
f. Resale value
g. Popularity
h. Comfort
i. Low maintenance
j. Safety
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3.What was the source of information for the purchase of Bajaj
Pulsar motorcycle?
a. Family
b. Friends
c. Media
d. Dealers
4. What new /innovation would you like to see in Bajaj Pulsar motorcycle?
5. How would you rate Bajaj Pulsar in terms of its mileage?
a. Excellent
b. Good
c. Bad
d. Very bad
6. From how many years do you own the bike?
a. 0-1
b. 1-2
c. 2-4
d. 4 & above
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7. How much Kilometres (kms ) have you travelled up to date?
a. 500-5000
b. 5000-20000
c. 20000-40000
d. 40000 & above
8. Which is the bestfeature of the bike?
a. mileage
b. looks
c. handling
d. engine
9. What is the disadvantage of bike?
a. tubeless tyre
b. engine
c. comfort
d. gear box
10. what is the one thing you want to improve in bike?
a. tyre
b. gear box
c. handling
d. braking
11. Are you satisfied with the service provided by Bajaj?
a. Yes
b. No
42. 42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By. Philip Kotler.
MAGZINES
BUSINESS WORLD.
BUSINESS TODAY.
INDIA TODAY.
NEWS PAPERS
THE TIMES OF INDIA.
THE HINDU.
WEB SITES
www.bajajauto.com
Google search