A study on customer satisafction of bajaj discover with reference to grand bajaj palakkad

1. “A STUDY ON CUSTOMER SATISAFCTION OF BAJAJ DISCOVER
WITH REFERENCE TO GRAND BAJAJ PALAKKAD”
MINOR PROJECT REPORT
Submitted to
UNIVERSITY OF CALICUT
In partial fulfillment of the requirement for the award of the Degree of
MASTER OF BUSINESS ADMINISTRATION
Undertaken by
PRIYAN.C
(REG. NO: LCAMMBA 099)
IIIrd SEMESTER MBA (2012-14),
LEAD COLLEGE OF MANAGEMENT –DHONI, PALAKKAD
Under the guidance of
MR.SOLOMON K PETER
ASSISTANT PROFESSOR
LEAD COLLEGE OF MANAGEMENT, PALAKKAD
OCTOBER 2013

2. DECLARATION
I, hereby declare that this dissertation entitled “A STUDY ON CUSTOMER SATISAFCTION OF
BAJAJ DISCOVER WITH REFERENCE TO GRAND BAJAJ PALAKKAD, submitted in partial
fulfillment of Master in Business administration of Calicut University, It is a record of independent
research work carried by me under the guidance of Mr. SOLOMON, Asst Professor, Lead College
of Management, Dhoni, Palakkad
I also declare that this dissertation is a result of my own effort and has not been submitted
earlier for the award of any degree/diploma/associate ship/prize by Calicut University or any other
university
Date: PRIYAN C
Place: (LCAMMBA099)

3. ACKNOWLEDGEMENT
I would like to express sincere gratitude and reverence to God Almighty, for guiding me
throughout this project, making my endeavor an undiluted success.
With great pleasure, I am presenting this project entitled “ A STUDY ON CUSTOMER
SATISFACTION OF BAJAJ DISCOVER WITH REFERENCE TO GRAND BAJAJ
PALAKKAD ”, project of this dimension would not have been possible without the sincere help
and earnest support provided to me from all sources that was approached.
I wish to express my deep sense of gratitude to Mr. SOLOMON K PETER,
Assistant Professor at LEAD COLLEGE OF MANAGEMENT for his kind support, advice and
encouragement from the beginning of the project work till the completion of the project report and
he has been very co-operative and without his valuable advices and suggestions this report would
not have been successful.
My most sincere thanks to MS ASWATHY, HR MANAGER at GRAND BAJAJ, for
their kind hearted co- operation, direction and assistance in spite of their busy schedule which has
helped me a lot in completing this report successfully.
My hearty thanks to our principal Dr.K.V UNNINARAYANAN and all teaching
and non-teaching staffs for providing me with all the facilities in completing this report.
In course of completion of the project I was fortunate to receive the assistance of many
faculty, friends and relatives who were extremely generous with their time and energy, I would
like to thank all of them and recognize the fact that without them this project would have been
inconceivable.
PRIYAN.C

4. TABLE OF CONTENTS
CHAPTER NO TOPIC PAGE NO
1 INTRODUCTION
1.1Introduction of the project 1-2
1.2industrial profile 3-9
1.3Company profile 10-18
1.4 Problem statement 19
1.5Objectives of the study 19
1.6 Research methodology 19
1.7 Population 19
1.8 Sample frame 19
1.8 Sampling method 19
1.9 Period of study 20
1.10 Data collection 20
1.11 Scope of the study 20
1.12 Limitations 20
2 REIVEW OF LITERATURE 21-28
3 DATA ANLYSIS AND
INTERPRETATION
29-46
4 FINDINGS AND SUGGESTION
4.1 Findings 48
4.2Suggestions 49
4.3 conclusion 50
4.4 Summary 51
BIBLOGRAPHY 52
ANNEXTURES 53-55

5. LISTOFTABLE
Table no Table name Page no
3.1 Customers owning Bajaj discover 30
3.2 Models which are holding by the customers 31
3.3 Time period by which customers are using Bajaj
discover
32
3.4 Source from which the customers are getting
information about Bajaj discover?
33
3.5 The factors which influences customers to purchases
Bajaj discover
34
3.6 The factors of Bajaj discover which are mostly
attracted by the customer
35
3.7 The satisfaction rate of customer service provided
by the showroom
36
3.8 The opinion of the customers regarding the after
sales and service provided by the show room
37
3.9 Rating provided by the customer towards the
attitude of the customer care representative
38
3.10 The customers rating against the disadvantage of
Bajaj discover
39
3.11 The customers opinion about the water wash and
polishing service provided by showroom
40
3.12 The opinion about the customers regarding the
promptness and delivery time taken by the grand
Bajaj
41
3.13 The opinion of customer about location of service
station
42

6. 3.14 Customers opinion about the problem rectification 43
3.15 The expectancy level of customer in pre-purchases
stage
44
3.16
The consumers ratings regarding the post purchases
stages
45
3.17 Would you recommend the bike for others 46

7. LIST OF CHART
Table no Table name Page no
3.1 Customers owning Bajaj discover 30
3.2 Models which are holding by the customers 31
3.3 Time period by which customers are using Bajaj
discover
32
3.4 Source from which the customers are getting
information about Bajaj discover?
33
3.5 The factors which influences customers to purchases
Bajaj discover
34
3.6 The factors of Bajaj discover which are mostly
attracted by the customer
35
3.7 The satisfaction rate of customer service provided by
the showroom
36
3.8 The opinion of the customers regarding the after sales
and service provided by the show room
37
3.9 Rating provided by the customer towards the attitude
of the customer care representative
38
3.10 The customers rating against the disadvantage of
Bajaj discover
39
3.11 The customers opinonion about the water wash and
polishing service provided by showroom
40
3.12 The opinion about the customers regarding the
promptness and delivery time taken by the grand
Bajaj
41
3.13 The opinion of customer about location of service
station
42

8. 3.14 Customers opinion about the problem rectification 43
3.15 The expectancy level of customer in pre-purchases
stage
44
3.16
The consumers ratings regarding the post purchases
stages
45
3.17 Would you recommend the bike for others 46

9. CHAPTER 1
INTRODUCTION

10. 1.1INTRODUCTION
It is true fact that if you are satisfied ySou recommended to others. Word of mouth and customer
satisfaction play a very important role in determination market perception about an automobile. It
is the market perceptions that determine the success of a company and so it is very important for
the car manufacturing to measure the “willingness of existing user of a product to recommend it
to others”. The same is lot of interest to customer as well for it help them make a purchases
decision.
A bike is one of the most significant purchases that an Indian household makes and this project
entitled “customer satisfaction of Bajaj discover” addresses the satisfaction level of customer of
Bajaj discover
There is obviously a strong link between customer satisfaction and customer retention. Customer’s
perception of service and quality of product will determine the success of the product or service in
the market.
Customer satisfaction depends on the product’s performance relative to a buyer’s expectation, the
customer is dissatisfied. If preference matches expectations, the customer is satisfied. If
preference is exceeds expectation, the customer is highly satisfied or delighted outstanding
marketing insurance companies go out of their way to keep their customer satisfied. Satisfied
customers make repeat purchases insurance products and tell other about their good experiences
with the product. The key is to match customer expectations with company performance. Smart
insurance company’s aim to delight customers by promising only what they can deliver, then
delivering more than the promise. Consumers usually face a broad array of products and services
that might satisfy a given need. How do they choose among these many marketing makers offers?
Consumers make choices based on their perception of the value and satisfaction that various
products and services deliver.

11. 1.2INDUSTRIAL PROFILE
The Indian two-wheeler sector is characterized by largest volumes amongst all the segment in
automobile industry. Though the segment can be broadly categorized into 3 sub- segments viz;
scooters, motorcycle and mopeds some categorized introduction in the market are a combination
of two or more segment eg. Scooters and step-thru. The market primarily comprises five players
in the two-wheeler segment with most of the companies having foreign five players in the two-
wheeler segment with most of the companies having foreign collaboration with well-know
Japanese’s 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 with stand 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 completion led to a fall in price of certain models
The two- wheeler industry in India has been in existence since 195. It consists of three segments
Scooters
Motorcycles
Mopeds
The increase in sales volume of this industry is proof of its high growth. In 1971 sales were around
0.1 million units per annum. But by 1998, this figure had risen to 3 million units per annum.
Similarly, capacities of production have also increased from about 0.2 million units of annual
capacity in the seventies to more than 4 million units in the late nineties. The two-wheeler industry
in India began operations within the framework of the national industrial policy as espoused by
the industrial policy resolution of 1956.

12. This resolution divided the entire industrial sector into three groups, of which one contained
industries whose development was the exclusive responsibility of the state another included those
industries in which both the state and the private sector could participate and the last set of
industries that could be developed exclusively under private initiative the guidelines and objectives
laid out by the five year plans.
Private investment was channelized and regulated through the extensive use of licensing giving
the state comprehensive control over the direction and pattern of investment.
Entry of the firms capacity expansion, choice of product and capacity mix and technology were all
effectively controlled by the state in a bid to prevent the concentration of economic power.
However due to lapses in the system, fresh policies were brought in at the end of the sixties. These
consisted of MRTP Of 1969 and FERA of 1973, which were aimed at regulating monopoly and
forging investment respectively. Firms that came under the purview of these acts were allowed to
invest only in a select set of industries.
The two-wheeler industry in India has to great extent been shaped by the evolution of the industrial
policy of the country. Regulatory policies like FERA and MRTP caused the growth of some
segment in the industry like motorcycles to stagnate. These were later able to grow once foreign
investments were allowed in 1981. The reforms in the eighties like “boadbanding” caused the entry
of several new firms and products which caused the existing technologically outdated products to
lose sales volume and or/or exit the market. Finally with liberalization in the nineties the industrial
witnessed a proliferation in brands.

13. THE INDUSTRIAL STRUCTURE
Suzuki was the first MNC to enter India in 1981 through a joint venture with the government of
India and set up Maruthi udyog limited currently Maruthi has around 70% of market share and the
maruthi 800 in the small car segment is the best selling model. Acts du GERPISA 28 39 since
1995, the industry is witnessing a sea change with the introduction of several new models by
MNCs coming into India through joint venture with Indian partners. In the super premium segment
there in the Mercedes Benz’s E-class sedan. BMW and Audi are also considering plans to sell cars.
New introduction in the premium segment are general motor’s opel astria, PAL peugeot’s 309,
maruthi’s estee, telcoo sumo.
Estate and Dierra DCM Daewoo’s Cielo and Sipani’s Montego. In the economy car segment fiat
uno and Telco are expected to produce 60000 cars each per annum. The power relationship
between automobile company’s dealers and customers is going to change substantially as the
industry moves from a supply constrained sellers market to q demand driven buyers market. Thus
dealers and customers are going to acquire greater power.
Bajaj auto ltd 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 rationalization of sales taxes to a uniform rate of 12%
pushed price of scooters by 6-8 without offering any perceived value advantage to the customer.
The company posted total 2-wheeler of 1.05 min in 2000-01 as against rs1.24 min in 1999-00 the
motorcycle sales contribution to almost 50% of the total sales volume 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 36000- Rs 48000 and high end segment viz: Rs 48000
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

14. BUSINESS
BAL in its 2-wheeler segment posted volume wise sales of 87.2% of its total sales of which
scooters accounted for 42.3% motorcycles for 43.9% and around 10% in step- thrus in FY 2001.
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 the
current iscal as against 21% market share in motor cycle’s segment during the current fiscal as
against 21% share it has c 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 consist of the 60cc sunny spice, spirit, fusion,
and the 92cc ‘Safire’ the ‘legent NXT’ is a 4 stroke geared scooter with at 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
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 passion and 100cc boxer
with 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
company first cruiser motorcycle and the two variants viz; 180cc and 150cc pulsar. These models
were introduced mainly in competition to hero Honda 157cc CBZ and TVS Suzuki fiero. The

15. company also launched in its 4 stroke bike range 100cc Kawasaki bajaj acer competing against
hero Honda splender and aspire caliber croma legent NXT.
MOPEDS/SCOOTERETTES
BAL has a small market share of 9.5% in FY2000 in this segment. Among its models is Sunny Zip
rave and the spirit. Its ‘Bajaj sunny’ a 50cc upgraded scooterette model has been extremely
successful. The other models include 74cc Rave launced in FY 98 and spirit 60cc 2-stroke
scooteretees competing with leader TVS Suzuki,s scooty.
THREE WHELLERS
BAL continues to dominate the three- wheeler market with over 73% market share and sales of
155000 units in which have fallen from around 85% two year 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 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 where in the company planned to sell through their network. The company exports
registered a marginal decline from Rs 1378 mn to Rs1351 mn i.e. 2% the exports consisted of
30652 two and three- wheelers as against 32730 Bangladesh ,Egypt, Peru, Iran and Sudan
performed consistently well lower exports in srilanka and latin American markets. The total
foreign exchange earned by the company was Rs 1391 million. as against Rs 1430 million.
EXPANSION
The expansion at both Akurdi and Waluji plant has been completed during FY99 taking total
capacity to @mm vehicles. BAL has also set up athird manufacturing plant at chakan near Pune
with a capacity of !mm 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

16. 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 dealers commission on the motorcycle segment. It introduced VRS 2
as apart of its man power planning process at all its three plant location as the company is slated
to bring down the workforce to 10000 over the next four year. The company also planned to
commission a20-MW capacity wind power plant (fourth phase with the other three being set up
near satara) with an investment of Rs1000 min in Ahmenbnagar district by entering into the power
purchase agreement with MSEB during current fiscal tobe competed. The company expects to
source its current power requirement inhouse and also avail of the benefits of sales taxs 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 product in the price range of Rs 30000-60000 an Kawasaki
to offer wider choice of products priced from Rs35000 up to RS2.5 lakh.
OUTLOOK
Thought the 1980s and 1990s Bajaj has countered completion through predatory price cuts; market
expansions moves or takeover threats. However both Honda and LML have cannibalized the BAL
market share and are challenging its leadership. Aggressive in its approach and idled away its cash
reserve without proactively deploying them in R&D new models takeover or other.

17. 1.3COMPANY PROFILE
ABOUT GRAND BAJAJ
GRAND BAJAJ is a leading company in the field of automobile dealership. The
company, at Chandranagar, is the direct dealers of Bajaj motorbikes. The Managing Director is
Mr. Mohammed Iqbal, ad the Managing Partner is his son Mr. Salijas. The company was started
in February 24, 2010, at Chandranagar, Palakkad. It has direct branches as well as sub-dealers.
i.e. 10 branches and 8 sub-dealers within palakkad district.
The Grand Bajaj and its employees owns the privilege of highest bike selling showroom
in Palakkad district for the last month i.e. the festive month of Onam. Grand Bajaj had sales of
over 1300 bikes for the last month alone. It’s a remarkable success that the company ever
enjoyed. And the management believes, employees’ hard work and customer service is the
reason behind this success.
The major merit of the company is its employees. From the top it have highly qualified
management, in middle expertise supervisors and at the bottom experienced service mechanics.
It have to be appreciated that the company have service mechanics with 15 years of work
experience. The next major merit of Grand Bajaj is its Customer service. It can be said that; best
Customer service is the motto of the company. Every customer is treated well and this better
customer employee relationship is the key for the success of the company.
The location of the showroom is also a major factor that affects the success of the firm. In
the case of Grand Bajaj the location has a very much positive effect. The company is situated at
the side of NH 47. It have an attracting showroom, wide area for parking the new vehicles. Also
spacious service station beside the showroom. A new free service station was opened just near
the showroom on November 19, 2011.

18. Back Ground Of The Company
Bhartha commenced operation agents for vespa scooter of paggio in 1948. Entered
into technical collaboration agreement with piaggio expired in 1971, was not Renewed. BAL’s in
house R&D from time to time. It also developed a 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 Kawaski Japa. It started
production of Kawaski 100cc motorcycles in 1986. The company has also entered into technical
Collaboratiojn 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.
Group Management
Mr Jamalal Bajaj founded the Bajaj Group in the 30’s. The group now has 24 companies,
Includig 6 listed companies Besides BAL, the major companies in the group are as follows:
Mukand Ltd: Alloy/ steel, term key projects
Bajaj Electricals Ltd: Elecctrical 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 an other securities.
Bajaj Auto Holding Ltd. (BHEL) is a wholly owned subsidiary of BAL engage 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 servide 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

19. and western Maharashtra development corporation ( WNDC) promoted Maharashtra Scooters
Ltd (MSL), in 1975, with a plant at satara. MSL assembles scooter for BAL.
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 450mn 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 recentrly 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 Kawasaki moptorcucles. The Waluj plant is planned to be
global hub for Kawasaki motorcucles upto 200cc. The Akurdi plant manufactures around 1 mln
units p.a, Waluj plant 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 o efficiency, productivity and effectiveness. BAL has
recently commenced its three-wheeler production at its new plant in Brazil for the local market
and its neighbouring regions.

20. 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 succees
which are characteristic of the group today, are often tracked 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 t spend on hi newly lunched business venture.
His son, Kamalnayan Bajaj, then 27, took over the renis of business in 1942. He too was close to
Gandhiji and it was only after independence in1947, 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 pf the group, Rahul Bajaj, took charge of the
business in1965. Under his lesadership. The trun over of the Bajaj Auto the flagship company
has gone up from one to and the laederrs and internatonally respected for his business acumen
and entrepreneurial spirit.

21. ABOUT BAJAJ
The Bajaj Group is amongst the top 10 business house in India. Its footprints 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 he 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 tracked 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. In fact, he had adopted him as his son. These lose
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 in1947, 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 pf the group,
Rahul Bajaj, took charge of the business in1965. Under his leadership. The trun over of the Bajaj
Auto the flagship company has gone up from one to and the laederrs and internatonally respected
for his business acumen and entrepreneurial spirit.
Bajaj Auto LTD (bal) the largest two and three wheeler manufacture in the country, has a
dominating 40% market share in scooters with 18.5% in un leading 78% market share in
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 and sales. However the company is well behind Hero

22. Honda in the motorcycle sement 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 wre less than 90000 motorcycle which was 8% of the total volume of its two
wheeler sales which has grown to 422016 units in FY2001 accounting to 50% of its two
wheelers sales. However, with the implementation of latest emission norms, it is slowly moving
away from tw 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, gain
from’total productive mantaince’(TPM) and (VRS).
BAJAJ GROUP
Bajaj group is an indiancoglomerate founded by jamnalal bajaj in 1926, Mumbai. Bajaj group is
one of the oldest & largest conglomerates based in Mumbai, Maharashtra. The group comprises
34 companies & its flagship company bajaj auto is ranked as the world’s fourth largest two and
three wheeler manufacturer. Someof the notable companies are Bajaj Electricals, Mukand LTD
& Bajaj Hindustan LTD. Involvement in various industries that include automobiles (2- and 3-
wheelers), home appliance, lighting, iron and steel insurance, travel and finance. The group is
headed by Rahul Bajaj.
Baja Auto Limited is an Indian motorised vehicles-producing company. Bajaj Auto is a part of
Bajaj Group. It was founded by Jamnalal Bajaj at Rajasthan in the 1930s. it is based in PUne,
Mumbai, with plant in chakan (pune0, Waluj (near Aurangabad) and Pantnagar in Uttarakhand.
The oldest plant at Akurdi (pune) now house the R&D centre ahead. Bajaj Auto makes and
exports automobiles, scooters and motorcycle and auto rickshaws.
Bajaj Auto is the world’s third-largest manufacturer of motorcycle and the second-largest in
india. The forbes Global 2000 list for the year 2005 ranked BajajAuto at 1946. It features at 1639
in Frobes 2011 list.
The company has changed its image from a scooter manufacture to a two-wheeler manufacturer.
Its product range encompasses scooterettes, scooters and motorcycle. Its growth has come in the

23. last four year after successful introduction of model in the motorcycle segment. The company is
headed by Rahul Bajaj who is worth around US$3.4 billion.
Bajaj Auto came into existence on 29 November 1945 as M/s Bachraj Trading Corporation
private limited. It started off by selling imported two-and three-wheelers in India. In 1959, it
obtained a licence from the government of India to manufacture two-and three-wheelers and it
went public in 1960. In 1970,it rolled out its 100000th vehicle. In 1977, it sold 100000 vehicles in
a financial year. In 1985, it started producing at waluj near Aurangabad. In 1986, it sold
500000vehicle in a financial year. In 1995, it rolled out its ten millionth vehicles and produced
and sold one million vehicles in a year. Bajaj has operations in 50 countries by crating a line bike
targeting to the preference of entry-level buyers.
India second largest motorcycle company, Bajaj Auto has been at the helm of the performance
brigade in the country with its pulsar and Avenger range of motorcycles. Churning out non-stop
upgrades and upping the bar in the premium motorcycle category, Baja Auto has definitely
struck a chord in the heart of million bikers in the country while at the same bringing up the
commuters up.

24. PRODUCT PROFILE
Bajaj discover has now become the world largest selling motorcycle brand overtaking hero
splendor in the month December 2013. Discover sold a record 122968 bikes in the month of
September to become the world leader
The bajaj discover is motorcycle brand by bajaj auto. Currently there are four variants of
discover- discover 125DTS, discover125ST, discover 100 (4G and 5g). the bike initially
launched in the year 2004 has been a success in the Indian two wheeler segment

25. HISTORY
The first variant discover was launched in 2004. The bike had an engine capacity of 125cc a 112
variant was launched in December 2005. The bike was claimed to have a milege of 101 km/hr ,
in 2007, a 135 cc variant was launched .
The discover was the second bajaj bike to come with the six spoke alloys and the patented
“exhaust-tec” basically a resonator that boosts torque at lower rpms. It also employed the bajaj
trademark “dts-I” s. at Launch four variants were available
Spoke wheel, drum brake, kick start , round headlamp
Spoke wheel, drum brake, kick start, and fairing
Spoke wheel, drum brake, selfstart, and fairing
Alloy wheels, disc brake, self start, fairing, and tachometer
During mid-2005, the discover was made a single variant model. It was revamped with new
graphics, black grab-rail, sns (spring in spring) suspension, 130 mm drum brakes, six spoke
alloys as standard, self start and some engine tweaks predominantly aimed at reducing friction
and combustion roar.
A 135cc model was launched in 2007 which features a front disk brake, self start, nitro
suspension and black alloy wheels. The silver engine has also been powder-coated black in the
135cc variant. A 100 cc version was launched in 2009 with a dts-si engine. After the success of
the discover 100, bajaj launched a 150 cc version and stopped production of the 135 cc variant.
The 125cc variant was re- launched In 2011

26. 1.4 PROBLEM STATEMENT
The study is mainly focusing on the decision regarding purchases behavior as it is an uncertainty
in nature
1.5 OBJECTIVESOF THE STUDY
Primary objective
The main objective of the project is to measure the customer satisfaction level on the brand
discover of grand Bajaj, Chandranagar
Secondary objective
To study the customer preference among the various Brand models of Bajaj discover
To study the various factors influencing customer to prefer the brand.
To study the service and facilities provided in grand Bajaj.
1.6 R ESEARACH METHODOLOGY
Here, for this study descriptive research method is used The term descriptive research
refers to the type of research question, design, and data analysis that will be applied to a given
topic.
1.7 POPULATION AND SAMPLE SIZE
The universe for the study mainly comprised of its customers in Palakkad. Total of 100 were
selected as sample size for the study.
1.8 SAMPLE FRAME
Total customers of Bajaj discover in Palakkad are taken as sample frame.
1.9 SAMPLE METHOD
Convenience sampling method is used to collect data for the study.

27. 1.10 PERIOD OF STUDY
The study was conducted for 21 days
1.11 DATA COLLECTION
The data for the study are to be collected from primary and secondary sources. The study mainly
depends on secondary data.
1.12 SCOPE OF THE STUDY
 The study has been conducted for a period of 21 days. This study aims at understanding
the level of customer satisfaction of in grand Bajaj Palakkad
 It also enables to know the move of discover in particular area.
 From the study the company can get information about the satisfaction of their customers.
 They can also get the information related to factors that cause dissatisfaction to their
customers and can rectify it.
1.13 LIMITATIONS OF STUDY
 The study is concerned with the brand discover alone. So comparative study of other
brands of Bajaj discover is not made possible.
 The view and preference of the people may change from time to time, so the result of the
project may not applicable in long run.
 The study is valid for pre-defined area also

28. CHAPTER II
LITERATURE REVIEW

29. LITERATURE REVIEW
Meaning of the term customer satisfaction
In marketing customer is very often refers to as king customer satisfaction is defined by customer
dictionary as full as full filament of need or want. Satisfaction is a persons feeling of pleasure or
disappointment resulting from comparison of a products perceived performance and the consumer
expectation.
Satisfaction is often a subjective phenomenon and depends on the consumer’s state of mind
both at the time of purchase 4 more importantly at the time consumption. It is important because
in a large number of cases some degree of post purchase , dissonance is evident among consumers
any comprise are aiming high satisfaction because customers who are just satisfied we much less
shifted from mere satisfaction or delight creates an emotional affinity with the brand and the
supplier not just rational performance. the result is high customer loyalty.
Highly satisfied customers
 Stays loyal longer
 Stays and buys more as the company introduces. new products and upgrades existing
products
 Talks favorably about the company and its products
 Pays less attention to competing brands for advertising for cases sensitive to price
 Offers product or service ideals to the company
 Cost less to Dave them new customer because transactions are re utilized
Reference: social mediatory.com

30. How to measure consumer satisfaction
1. Need to focus on collecting individual feedback and evaluating it to determine an overall
understanding of customer satisfaction.
2. Request that your customers fill in a survey.
3. Ask the right questions in your survey.
4. Familiarize yourself with customer expectations and work on meeting them
5. Discover the level of customer satisfaction by recognizing where you are going wrong
6. Find out who has more satisfied customers than you and why
Reference: social mediatory.com
Importance of Customer satisfaction
Successful business owners and managers quickly realize that keeping customerscosts less than finding
new ones. If certain practices drive customers away, a business repeatedly spends time and moneyon
advertising and other efforts to recruit customers. These business owners know that weaknessesin the
productionordeliveryof goodsleadtodistressedcustomers.Theyuse online surveystocollectfeedback
from customers as tools for improvement using customer satisfaction surveys.
Studies show satisfied clients tend to buy products more often and develop loyalty to a particular
brand. They often spread the word by recommending products and services to friends and family
as an informal referral process. Customer satisfaction surveys give firms specific information
about positive and negative perceptions, which could improve marketing or sales efforts.
These perceptions are especially important because of the increased use of social media by people
of all ages. One negative comment posted on a social media site could be seen by thousands of
potential customers. Angry customers can use unfair criticism and untrue statements to harm a
firm's reputation. Repairing the damage or countering false representations could prove costly. A
customer satisfaction survey might be worthless unless it creates statistical data that can be
scientifically analyzed. The first step to developing an online survey examines intended goals and
a process for comparing results. Employees charged with analyzing survey results should have

31. some background in statistics to make the survey meaningful. When drafting survey questions, as
much detail as possible should be included in the questionnaire, along with
an area for independent customer comments. If survey results lead to a plan to correct weak areas
of operation, a follow-up survey can be used to measure whether changes worked. Information can
again be analysed and compared to earlier feedback. Customer satisfaction surveys also reveal data
that can be used to gauge estimated customer satisfaction rates of competitors.
In some firms, each unhappy customer is personally contacted in an effort to resolve any problem.
Customers who ranked service or goods poorly might be offered discounts in an effort to retain
their business. If comments they made on the survey resulted in action to improve customer
service, the unhappy client might be informed of changes linked to their responses on the online
questionnaire. These personal contacts let customers know their opinions are valuable and taken
seriously.
Factors effecting customer satisfaction
1. Quality is never an Accident
If you have a lousy product or service, good luck selling it. There’s a reason the AMC Pacer and
Chevy Vega aren’t around anymore. No amount of aggressive PR or marketing can save a product
or service that just plain stinks.
2. Separation Anxiety
In any market, there’s usually more than one of the same products, perhaps dozens. Tide, Biz,
Cheer, Gain. The grocery store laundry aisle is stocked with laundry detergents, all seemingly the
same product in a different package. Customer service may not work when choosing detergent,
but word of mouth certainly plays into customer satisfaction. If a product is
the best one among several identical products, then it’s necessary to separate it from the rest,
through marketing, customer service and good-old fashioned product quality.
Customers are satisfied when there are no barriers, or at the very least, limited barriers to access a
service. Remember the phrase, “banking hours?” The competition made the banks step up and stay

32. open later on weekdays and even open their doors on weekends. Work weekends? That’s
something that would have made the banking industry shudder 20 years ago.
4. at Face Value
When a product or service costs more, but is worth it, its value becomes acceptable to the
consumer. When a consumer always buys Nike, Sony or goes for the $100 massage over the $35
one, the positive features of the products or service should outweigh the cost, creating a strong
sense of good value.
“I would happily pay more if necessary to have great customer service,” said Barry L. Brown,
President of a Florida-based consulting firm. “Great customer service is rare these days. I drive 30
minutes to a particular location for a car wash and oil change when there are several within five
minutes of my house. The difference? Great customer service.”
5. A Nice Atmosphere
Ask any sensible person and they’ll tell you that given the same product or service, they would
rather shop at the place that offers a clean, safe and well-organized environment. Lowe’s knew
this and capitalized on it when going up against hardware’s 2,000-pound gorilla, Home Depot.
The North Carolina chain carried out extensive customer research and discovered that
women initiate 80% of home-improvement decisions. So Lowe’s decided to do what Home Depot
wasn’t doing, make its stores brighter, cleaner and more shopper-friendly. When you need a power
drill that’s the same brand and the same price, the store that’s psychologically more inviting will
win out every time. That’s why Lowe’s now has 1,375 stores in 49 states, and ranks 42nd on the
Fortune 500 list.
6. The Waiting Game
When it takes 20 minutes to get your Bloomin’ Onion at Outback, or the Christmas Amazon
delivery comes on Dec. 27, the timing aspect of customer satisfaction is shot. When products and
services miss their delivery milestones, customers start to see red. If they’re waiting at the
restaurant, they tend to think there’s not enough staff working. If their products are late in the mail,
then someone mishandled their order.

33. Excuses don’t fly when customers are counting on a service. One example is the dreaded time
window. When the cable/repair guy says he will be there between 9 and 1, and doesn’t show, that
tends to boil the blood of any customer. In a society that demands instant results for everything
from food to foreign policy, a good business has to keep the wait time to a minimum.
7. The one R: Responsibility
A company has a commitment to tell the truth. Hiding facts, figures and excessive small print
doesn’t go far when it comes to customer satisfaction. If a company doesn’t stand by its product,
or hassles the customer when a refund or exchange is in order that will stick. When something
goes wrong with a product or service, if the supplier goes above and beyond the call of duty in
taking responsibility, the end result is often that the customer is so impressed with the supplier’s
response, it negates the original problem.
8. Hold On to What You’ve Got
Repetition when it comes to customers is a good thing. When a company keeps a customer, it’s
more profitable than finding a new one. As early as the 1980s, the American Consumer Association
found that it was five times more expensive to win a new customer than to keep an existing one.
That’s a major windfall for companies. Brands like Apple and Starbucks know that the stronger
the bond customers have with their products, the longer the relationship will last.
9. You’re in Good Hands, Hopefully
`Customers like to know that a company cares. Corporations face a constant image problem, being
portrayed as soulless fat cats interested in squeezing out as much profit as possible. When oil
companies, drug makers and insurers reap billions in profits while consumers pay more and more
for their products it makes people mad. Campaigns to show that the company cares are critical to
keep customers satisfied. When customers are informed, and feel that their opinion matters, they
are more satisfied.
10. Tech Isn’t Just for Geeks
Technology means more than a fancy Flash website. In order to satisfy customers, companies have
to keep up with the latest technological advances or suffer the consequences. Change is never easy,

34. but business as usual isn’t a viable alternative anymore. Technology can help small and mid-size
companies look like big companies by improving the quality of the purchasing experience without
adding staff to the payroll.
2.2 ABSTRACT
Oliver, Richard L(1997)
Satisfaction, a behavioral perspective on the consumer, New York, McGraw-Hill.
(Lexicon.ft.com/term! Term=customer satisfaction)
Customer satisfaction as pleasurable fulfillment; as such, the consumer views consumption as
satisfying some need, desire, goal, etc., in which its fulfillment is pleasurable.
In spite of many definitions of customer satisfaction in the literature, a common way to
define customer satisfaction is to follow the approach of the expectancy-
confirmation/disconfirmation paradigm (Anderson 1994; Anderson and Sullivan 1993; Kotler
1991; Oliver 1980; Oliver and DeSarbo 1988; Oliver and Swan 1989; Yi 1991).
In this perspective, customer satisfaction is delineated as the consumer’s evaluation
that products or services meet or fall to meet the customer’s expectations (Oliver and Swan 1989;
Yi 1991). Out differently, customer satisfaction consists of post-consumption judgment
concerning product or service quality, given pre-consumption expectations (Kotler 1991).
(Wo Bearden E Teel – Journal Of Marketing Research, 1983-Jstot)
Consumer satisfaction is important to the marketer because it is generally assumed to
be significant determinants of repeat sales, positive word of mouth and consumers’ loyalty.
Satisfaction is important to the individual consumers because it is reflect a positive outcome from
the outlay of scarce resources and or the fulfillment of unmet needs (day and London 1997:London
1997)
According to Eric Jacques (social medeatoday.com/ericjaques)
Customer satisfaction is a business term is a measure of how product and services
supplied by a company meet or surpass customer expectation.

35. Peterson and Wilson 1992
Customer satisfaction is illustrated in their communications, including advertisements,
public relations releases, and mission statements With regard to this importance, a variety of
marketing academics and practitioners have studied customer satisfaction for the past forty years.
Kotler and Armstrong, 2010
After sales service is an emerging concept in the business community. Organizations
have to provide better after sale services to retain and satisfy its customer. Making and retaining
valuable relationship with customer while using every aspect of taking, retaining and enhancing
customer is known as customer relationship management
Kotler and Armstrong, 2010:-Different customers have different needs some want that the
product to be delivered to their destination at right time and right price, others give value to
customers needs and wants, on the other hand poor distribution results negative impression

36. CHAPTER III
DATA ANALYSIS AND INTERPRETATION

37. DO YOU HAVE OWNS A BAJAJ DISCOVER?
Table no:3.1
FACTOR CUSTOMER
YES 100%
NO 0%
TOTAL 100%
Chart3.1
ANALAYSIS:-
From the above table we can say that 100% of the customers holding Bajaj discover.
INTERPRETAION:-
From the above task of the chart we can interpret that majority of the customers are owing Bajaj discover
100%
0%
YES
NO

38. DO HAVE WHICH MODEL?
Table no:3.2
Chart no:3.2
ANALAYSIS:-From the above table we can analyze that 53% having 125 disk, 17% having 100 5g,13%
having125t, both 7% having 1004g & 125cts and the rest 3% having other segments.
INTERPRETAION:- From the above table and chart showing we can interpret that most of the customers
are holding 125 disk
HOW LONG YOU ARE USING BAJAJ DISCOVER?
7%
13%
7%
53%
17%
3%
125CTS
125T
1004G
125 DISK
100 5G
OTHERS
FACTOR CUSTOMER
125CTS 7%
125T 13%
1004G 7%
125 DISK 53%
100 5G 17%
OTHERS 3%
TOTAL 100%

39. Table no:3.3
FACTOR CUSTOMR
Less than 1 year 37%
1-2 year 43%
2-3 year 20%
3-4 year 0%
More than 5 year 0%
Total 100%
Chart no:3.3
ANAYSIS:-From the above table we can analyze that 43% of customers using Bajaj discover for 1-2 years,
37% using less than 1 year and the rest 20% using for 2-3 years
INTERPREATON:-From the above table and chart we can analyses that majority of the customers are
using Bajaj discover for 1 to 2 years
HOW DID YOU COME TO KNOW ABOUT DISCOVER?
37%
43%
20%
0% 0%
Lesss than 1 year
1-2 year
2-3 year
3-4 year
More than 5 year

40. Table no:3.4
FACTOR CUSTOMER
Tv 13%
Advertisement 50%
Friends 30%
Relative 7%
Auto experts 0%
Others 0%
Total 100%
Chart no:3.4
ANALYSIS: - From the above table we can analyze that 50% of the customers knows Bajaj discover
through advertisement, 30% of customer’s known from their friends, 13% of customers through TV and
the rest 7% from relatives
INTERPREATION:-From the above table and chart we can interpret that half of customers are getting
information about Bajaj discover mainly through Advertisement.
WHOM WAS YOUR GREATEST INFLUENCER FOR BUYING BAJAJ
DISCOVER?
13%
50%
30%
7%
0% 0%
Tv
Advertisement
Friends
Relative
Auto experts
others

41. Table no:3.5
FACTOR CUSTOMER
Advertisement 13%
Friends 53%
Owners of discover 7%
Relative 3%
Experts 7%
Self 17%
Total 100%
Chart no;3.5
ANALYSIS:-From the above table we can analyze that 53% of the customers are influenced by friends,
17% are self-influenced,13% are influenced bexperts,7% are both influenced by both owners, ads and 3%
are influenced by relatives.
INTERPREATION:- From the above table and chart we can interpret that majority are influenced by their
friends.
WHICH FEATURE ATTRACTEDYOU THE MOST IN BAJAJ DISCOVER?
7%
53%
7%
3%
13%
17%
Advertisement
friends
Owners of discover
Relative
Experts
Self

42. Table no:3.6
FACTOR CUSTOMER
Comfort 10%
Mileage 77%
Credit facility 0%
Power 0%
Price 7%
Brand image 3%
Style 7%
Service 0%
Opinion of others 0%
Total 100%
Chart no:3.6
ANALYSIS: - From the above table we can analyze that 73% OF customers are attracted by the mileage,
10% are attracted by the comfort, 7% are attracted by the style and price, 3% are attracted by the brand
image.
INTERPRETAION:- From the table and chart we can interpret that 77% of the respondents are attracted
by the mileage of the bike
ARE YOU SATISFIED WITH THE CUSTOMER SERVICE OF GRAND
BAJAJ?
10%
73%
0%
0%
7%
3%
7%
0% 0%
comfort
Mileage
Credit facility
Power
Price
Brand image
Style
service
Opinion of others

43. Table no:3.7
FACTOR CUSTOMER
Yes 80%
No 20%
Total 100%
Chart no:3.7
ANALYSIS:-
From the above table we can analyze that 80% of the customers are satisfied with the customer service of
grand Bajaj, 20% are not satisfied.
INTERPRETATION:- From the above table and chart we can interpret that majority of the respondents
are was satisfied with the customer service provided by the showroom
GRAND BAJAJ PROVIDES AN EXCELLENT AFTER SALES AND
SERVICE?
Table no:3.8
80%
20%
Yes
no

44. FACTOR CUSTOMER
Strongly agree 7%
Agree 70%
Disagree 23%
Strongly disagree 100%
Chart no:3.8
ANALYSIS:-From the above table we can analyze that 70% of the customers agree that Grand Bajaj
provides an excellent after sales and service, 23% disagree with their after sales service and remaining 7%
says strongly disagree
INTERPREATION:- From the above table and chart we can interpret that most of the respondents are
strongly agreeing that Grand Baja provide an excellent after sales and service.
HOW WAS THE ATTITUDE OF THE CUSTOMER CARE REPRESENTAIVE?
Table no:3.9
7%
70%
23%
Strongly agree
Agree
Disagree

45. FACTOR CUSTOMER
Very good 17%
good 80%
bad 3%
Very bad 0%
total 100%
Chart no:3.9
ANALYSIS:-From the above table we can analyze that 80% of customers says the attitude of the customer
care representative was good, 70% of the customers says it is very good and the remaining 3% says the
customer care was bad
INTERPREATION:- From the above table and chart we can interpret that most of the respondents are
having very good opinion regarding the attitude of customer c are representative.
IN YOUR OPINION WHAT DO YOU THINK THE MAJOR DISADVANTAGE
OF BAJAJ DISCOVER?
Table no:3.10
17%
80%
3%
0%
Very good
good
bad
Very bad

46. FACTOR CUSTOMER
Air cooled engine 10%
Engine sound 20%
Chain socket 30%
Gear box 30%
Braking 10%
Total 100%
Chart no:3.10
ANALYSIS:-From the above table we can analyze that both 30% customer says major disadvantage are
chain socket and gear box, 20% of customers says that engine sound is the disadvantage and 10% of both
customers says braking and air cooled engine.
INTERPREATION:- From the above table and chart we can interpret most of the respondents commeting
the problem are mainly felt with chain socket and gearbox
ATTRIBUTE THAT FEEL APPROPRIATE IN THE CASE OF BAJAJ
DISCOVER SERVICING
OPINION ABOUT WATER WASH AND POLISHING?
10%
20%
30%
30%
10%
Air cooled engine
Engine sound
Chain socket
Gear box
Braking

47. Table no:3.11
Chart no:3.11
ANLYSIS:- the above table we can analyze that 33% of the respondents are saying as good, 30% of the
respondents says excellent, 27% of the respondents says very good, 7% of the respondents says average
and remaining 3% says poor.
INTEPRETATION:- From the above table and chart we can interpret that more no of respondents having
very good opinion regarding water wash and polishing service provided by Bajaj discover.
OPINION ABOUT PROMPTNESS AND DELIVER OF TIME?
Table no:3.12
FACTOR CUSTOMER
30%
27%
33%
7%
3%
Excellent
Very good
Good
Average
poor
FACTOR CUSTOMER
Excellent 30%
Very good 27%
Good 33%
Average 7%
Poor 3%
Total 100%

48. Excellent 13%
Very good 43%
Good 37%
Average 7%
poor 0%
total 100%
Chart no:3.12
ANLAYSIS:- From the above table we can analyze that 43% of the respondents say the promptness and
the delivery of time is very good, 37% says good, 13% says excellent and 7% says average.
INTERPRETATION:- Fro m the above table and chart we can interpret that almost around 43% majority
of the customers handling very good
OPINION ABOUT LOCATION OF SERVICE STATION?
Table no:3.13
FACTOR CUSTOMER
13%
43%
37%
7%
0%
Excellent
Very good
Good
Average
poor

49. Excellent 7%
Very good 50%
Good 20%
Average 23%
Poor 0%
Total 100%
Chart no:3.13
ANALYSIS:-
From the above table we can analyze that 50% of the respondents says location of service station is very
good, 23% says average,20% says good, 7% says excellent
INTERPRETATION:- From the above table and chart we can analyses that half of the respondents
having very good opinion about location of service station
OPINION ABOUT PROBLEM RECTIFICATION?
Table no:3.14
FACTOR CUSTOMER
7%
50%20%
23%
0%
Excellent
Very good
Good
Average
poor

50. Excellent 14%
Very good 20%
Good 40%
Average 23%
Poor 3%
Total 100%
Chart no:3.14
ANALYSIS:-From the above table we can analyze that problem rectification is good, 23% says average,
20% says very good, 14% says excellent and 3% says poor.
INTERPRETAION:- from the above table and chart we can interpret that most of the respondents are
having good opinion about their problem verification system.
EXPECTANCY LEVEL IN PRE-PURCHASE STAGE?
Table no:3.15
14%
20%
40%
23%
3%
Excellent
Very good
Good
Average
poor

51. FACTOR CUSTOMER
Very high 30%
High 53%
Low 17%
Very low 0%
total 100%
Chart no:3.15
ANALYSIS:-From the above table we can analyze that 53% of customers are highly expected about the
vehicle, 30% of customers are very highly expected and 17% of customer’s expectancy level is low
INTERPRETATION:-. From the above analysis we can interpret that most of the respondents are having
high expectation in the purchasing stage of Grand Bajaj
POST PURCHASES STAGES?
Table no:3.16
FACTOR CUSTOMER
30%
53%
17%
0%
Very high
High
Low
Very low

52. Highly satisfied 4%
Satisfied 93%
Dissatisfied 3%
Highly dissatisfied 0
total 100%
Chart no:3.16
ANALYSIS:-From the above table we can analyze that 93% of the customers are satisfied with the post
purchase, 4% of customers are highly satisfied and 3% of the customers are dissatisfied.
INTERPRETATION:-from the above analysis we can interpret that majority of the customers are satisfied
with the post purchases experience from Bajaj
WOULD YOU RECOMMEND THE BIKE FOR OTHERS?
Table no: 3.17
4%
93%
3%
0%
Highly satisfied
Satisfied
Dissatisfied
Highly dissatisfied

53. FACTOR CUSTOMER
Yes 75%
No 25%
Total 100%
Chart no: 3.17
ANALYSIS:-From the above table we can analyze that 75% of the customers says they recommend for
others and the rest 25% says they don’t.
INTERPRETATION: - majority of respondents are recommend the bike for others
75%
25%
Yes
No

54. CHAPTER IV
FINDINGS, SUGGESTIONS, CONCLUSION

55. 4.1 FINDINGS
 All the respondents are male.
 Half of the customer own the brand model discover 125 disk
 In the case of time period of using the bike 43% of respondents come under the 1-2 years
category
 Most of the respondents came to know about the brand through advertisement
 It was found that respondents are satisfied with customer service
 Half of the respondents are influenced by friends
 Majority of the customers are attracted by its mileage
 Majority of the respondents are agreed with the statement “grand Bajaj provides an
excellent after sales and service”
 In customers opinion 30% of both chain socket and gearbox have disadvantages
 There is least number of opinion in the case of polishing and washing
 The customers says promptness and delivery of time is good
 Half of the customers says location of service station is very good
 Expectancy level of the customers were found that partially
 The customers are satisfied with the post purchase
 Majority were recommend Bajaj discover for others.

56. 4.2 SUGGESTIONS
 The major disadvantage of the bike found out is its braking and gearbox compliant, engine
sound, chain socket problem. So necessary measures can be taken to control those
complaints.
 Customers prefer discover the most for its style and fuel efficiency. So the company should
never compromise in the feature of style and fuel efficiency in further arrivals of discover.
 Above 22% of response is says that the location of service station is average so. There is a
chance for the company to stat up new service stations where there is abundance in
customers.
 About performance discover lacks performance compared to other bikes in this segment so
it should be rectified in new arrivals by increasing BHP, torque
 The company could prompt the bikes other than the advertisement hence customers can
increases their expectancy level.
 From the findings it was found that majority of respondents where mails it is advisable that
company could manufacture scooters for ladies.

57. 4.3 CONCLUSION
The project entitled “A study on customer satisfaction of Bajaj discover in grand Bajaj,
chandranagar , palakkad ” was undertaken to study the satisfaction level of customers whom owns
Bajaj discover.
The study reveals that majority of the customer are satisfied with the performance, physical
attributes, technical aspects of Bajaj discover. But certain factors like chain socket and gearbox
make a little customer dissatisfied.
Hence it can be concluded that Bajaj discover do have a good sales move in the market. But there
are some disadvantages which makes dissatisfaction among customers. These can be further
improved b taking into consideration the above mentioned suggestions.

58. 4.4 SUMMARY
This study has been carried to find out the customer satisfaction of Bajaj Discover. This study was
conducted through the simple random sampling method. It had taken 21 days for data collection.
I had taken 100 respondents as the samples for the study. From the study we can understand
Discover has great move among the customers. Hike in the petrol price gives an increase in the
sales of Discover bikes. It was found that the customers are satisfied with the product attributes
especially in the case of mileage. Customers are satisfied with the service quality. Majority of them
were influenced through advertisements. Their expectancy level is very high. But the customers
are dissatisfied with chain and gear socket. The company s not focused for ladies. It is advisable
that company could manufacture for ladies also. It could be better if company adopt better
customer service centre in various areas.

59. BIBLIOGRAPHY
BOOKS
 Kotler Philip, Marketing Management, analysis, planning implementation and control,
New Delhi Prentice all of India Publishing,.2002.
 Beri G.C, Marketing research, Third Edition, New Delhi, Tata McGraw Hill Publishing
Company Limited, 2000
 Kothari C.R., RESEARCH METHODOLOGY, Jaipur Wishwa Prakashan, 1990.
 Prof. P.C. Tripathi, Human Resource Development, New delhi ,Sultan Chand and Sons,,
1st Edn., 1997
 Virmani B.R. Worker Participation in Management , Macmillon Company of India Ltd,
New Delhi 1997
WEBSITE
 www.Bajaj.com
 www.google.com
 www.studymode.com
 www.slideshare.com

60. ANNEXURES
QUESTIONNAIRE
Sir/Madam,
I am priyan.c 3rd semester MBA student of Lead College of Management Dhoni, Palakkad. As
part of my MBA syllabus under Calicut University, I need to do a project in a reputed company.
Here I would like to do my project in “Grand Bajaj Palakkad” on the topic “A study on
customer satisfaction of Bajaj discover with reference to Grand Bajaj palakkad”. I would
appreciate if you could take a few moments of your time to carry out this survey. Here I also
declare that this data will be kept in confident and use only for my academicals purpose.
Dear Sir, Madam,
Name: …………………………………………………………………
Gender: …………………………………..
Occupation: Private sector Business
Self employed Govt employee
public sector students
Annual income: less than 2 lakh 2-4 lakh
4-6 lakh 6-8 lakh
Above 8 lakh
Contact No: ………………….
1. Do you have owns a Bajaj discover?

61. YES NO
2. If yes: which model
125cts 125 T o 100 4G others
125 disk 125ST 100 5G
3. If no: do you wish to buy Bajaj discover?
YES No
4. How long you are using Bajaj discover?
Less than 1 year 1-2 year 2-3 year
3-4 year more than 5 year
5. How did you come to know about Bajaj discover?
TV Advertisement
Friends Relatives
Auto Experts others
6. Whom was your greatest influencer for buying Bajaj discover?
AD Friends Owners of Discover
Relatives Experts self
7. Which feature attracted you the most in Bajaj discover?
Comfort Mileage Credit facility
Power Price Brand image
Style Service opinion of others
8. are you satisfied with the customer service of grand Bajaj?
YES NO

62. 9. grand Bajaj provide an excellent after sales and service?
Strongly agree Agree
Disagree strongly disagree
10. Pleases tick the attribute you feel appropriate in the case of Bajaj discover servicing?
Attributes Excellent Very good good Average Poor
Water wash and polishing
Promptness and deliver of time
Location of service station
Problem rectification
11. How was the attitude of the customer care representative?
Very good good bad very bad
12. In your opinion what do you think the major disadvantage of Bajaj discover?
Air cooled engine engine sound chain socket
Gear box braking
13. Expectancy level in pre-purchase stage?
Very high high low very low
14. Post purchase stage?
Highly satisfied satisfied dissatisfied
Highly dissatisfied
15. Rank the features of discover (the most rank 1,2,---5)
Price performance style safety fuel efficiency
16. Would you recommend the bike for others?
Yes NO

63. Any other suggestion?
………………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
Thank for your kind co-operation
PRIYAN.C