A study of customer satisfaction with special reference to Bajaj platina

7/22/2019 A study of customer satisfaction with special reference to Bajaj platina

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A Project Report

On

A study of customer satisfaction with special reference to Bajaj Platina

Submitted to

"University of Pune"

In partial fulfillment of the requirement for the award of the degree of Master of

Business Administration (MBA)

By

"KUNAL S. KORE"

MBA

Under the guidance of

Mrs. Meenu Shantpriya

Through

"Sinhgad Institute of Business Administration

& Computer Application Lonavala

2012-2014


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DECLARATION

I, KUNAL SUDHIR KORE, hereby declare that the project report entitled A

study of customer satisfaction with special reference to Bajaj Platina written

and submitted by me to the University of Pune, Pune in partial fulfillment of the

requirement for the award of degree of Master of Business Administration, under

the guidance of Prof. Mrs. Meenu shant priya, is my original work except the

topics on organizational profile and the conclusions drawn therein are based on the

material collected by myself.

Place: Lonavala KUNAL SUDHIR KORE

Date :


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CERTIFICATE

TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. KUNAL SUDHIR KORE student of MBA 2ndYear

has undertaken his Summer Internship Project titled A study of customer

satisfaction with special reference to Bajaj Platina

at

Shree Siddheswar Auto

Dr. Parag Kalkar Mrs. Meenu Shantpriya

Director Project Guide


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CERTIFICATE FROM COMPANY


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ACKNOWLEDGEMENT

I take this opportunity to express my deep sense of gratitude To Mr. Shital Patil,

General Manager of Shree Siddheshwar Auto For his continuous

encouragement, individual guidance and help for completing the present research

work. He has been a source of inspiration to me and I am indebted to him for

initiating me in the field of research.

I take this opportunity as privilege to articulate my deep sense of gratefulness to

the Director of our institute Dr. Parag Kalkar for the help and positive

encouragement.

I am deeply indebted to Mrs. Meenu Shant priyamy research guide without his

help completion of the project was highly impossible.

I wish to express a special thanks to all teaching and non-teaching staff members

of my Sinhgad Institute of Business Administration & Computer Application

for the support. Their encouragement and valuable guidance are gratefully

acknowledged.

I would like to acknowledge all my family members, relatives and friends for their

help and encouragement.

Date:


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CONTENTS

CHAPTER 1.

Introduction 07

1.1 Need for Study 07

1.2 Objectives of Study 08

1.3 Scope of Study 08

1.4 Limitation of study 08

CHAPTER 2. Organization Profile

2.1 History 09

2.2 Product Profile 09

CHAPTER 3. Research Design and Methodology

3.1 Sample Design 24

3.2 Source & Method of Data Collection 25

CHAPTER 4. Data Presentation, Analysis & Interpretation. 27

CHAPTER 5. Findings and Suggestions. 45

CHAPTER 6. Conclusion 47

Bibliography 48

Annexure. 49


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1.Introduction

Customer satisfaction, People everywhere in todays business world are trying to

figure out whats more important customer satisfaction or customer loyalty. Both,

practitioners and academics understand that customer loyalty and satisfaction both

are linked in extricable. Even through, loyal customer is most typically satisfied;

satisfaction does not always translate into loyalty. Marketing concept has been

designed by product and service providers in an effort to maximize customers

satisfaction.

Project is under taken aims at measuring customer satisfaction level of Bajaj

PLATINA Bike at Kavathe Mahankal town. Bajaj PLATINA Bike has been

launched by Bajaj Company and there is a need measures satisfaction level of

Bajaj PLATINA Bike in Kavathe Mahankal town. The benefit of the study is to

make the strategic decision about which are characteristics and factors in service

like price of the vehicle, cost,

mileage delivery time, attitudes of service provider, and cost of spares.

Considering all the above points examining whether the customers are satisfied

with Bajaj PLATINA Bike if the performance matches the expectation the

customers are satisfied if the performance exceeds expectation the customers are is

highly satisfied or delighted.

1.2 Need of the Study:

In this competitive era we are using so many different types of two wheelers, even

though we are not satisfied with the particular bike, so we choose the appropriate

bike that is PLATINA which is suitable for all the level of people because it gives

more mileage and it has good looking bike.

For that matter only we are studying about this particular topic.


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1.4 Statement of the Problem:

Today, numbers of sporty bikes are coming in Indian market, basically, the core

job provided by any bike is same but the way some companies aggressively

markets its product makes a big difference.

Researchers have selected following topic:

A study of customer satisfaction with special reference to Bajaj Platina

1.5 Objectives of the project:

To Study the Customer Satisfaction level for the Bajaj PLATINA Bike. To know the features influencing the customer during the purchase of Bajaj

PLATINA Bike.

To Ascertain whether the Customer are satisfied with existing service from theShow Room.

Scope of study:

Research also analyses if the customer feels that the sales promotional activities byBAJAJ motors are helpful to them .

It focuses on importance of various sales promotion activities towards the sale ofcompany

Helpful for company to developed of strategy Further researcher can use this Data ( Primary DATA).

The scope of the study is limited to Shree Siddheshwar Auto only.


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BAJAJ AUTO

Bajaj Auto Limited is an Indian motorised vehicle-producing company. Bajaj

Auto is a part ofBajaj Group.It was founded byJamnalal Bajaj atRajasthan in the

1930s. It is based in Pune, Mumbai, with plants in Chakan (Pune), Waluj (near

Aurangabad)andPantnagar in Uttarakhand. The oldest plant at Akurdi (Pune) now

houses the R&D centre Ahead. Bajaj Auto makes and exports automobiles,

scooters,motorcycles andauto rickshaws.

Bajaj Auto is the world's third-largest manufacturer of motorcycles and the second-

largest in India.

The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1,946. It

features at 1639 in Forbes 2011 list.

The company has changed its image from a scooter manufacturer to a two-wheeler

manufacturer. Its product range encompasses scooterettes, scooters and

motorcycles. Its growth has come in the last four years after successful

introduction of models in the motorcycle segment.

The company is headed byRahul Bajaj who is worth around US$3.4 billion.

History

Bajaj RE auto-rickshaw

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 rolledout its 100,000th vehicle. In 1977, it sold 100,000 vehicles in a financial year. In

1985, it started producing at Waluj near Aurangabad. In 1986, it sold 500,000

vehicles in a financial year. In 1995, it rolled out its ten millionth vehicle and

produced and sold one million vehicles in a year.

According to the authors of Globality: Competing with Everyone from Everywhere

for Everything, Bajaj has operations in 50 countries by creating a line of bikes

targeted to the preferences of entry-level buyers.
http://en.wikipedia.org/wiki/Bajaj_Grouphttp://en.wikipedia.org/wiki/Jamnalal_Bajajhttp://en.wikipedia.org/wiki/Rajasthanhttp://en.wikipedia.org/wiki/Punehttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Chakanhttp://en.wikipedia.org/wiki/Aurangabad,_Maharashtrahttp://en.wikipedia.org/wiki/Pantnagarhttp://en.wikipedia.org/wiki/Automobilehttp://en.wikipedia.org/wiki/Scooter_%28motorcycle%29http://en.wikipedia.org/wiki/Auto_rickshawhttp://en.wikipedia.org/wiki/Forbes_Global_2000http://en.wikipedia.org/wiki/Rahul_Bajajhttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Aurangabad_Maharashtrahttp://en.wikipedia.org/wiki/Aurangabad_Maharashtrahttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Rahul_Bajajhttp://en.wikipedia.org/wiki/Forbes_Global_2000http://en.wikipedia.org/wiki/Auto_rickshawhttp://en.wikipedia.org/wiki/Scooter_%28motorcycle%29http://en.wikipedia.org/wiki/Automobilehttp://en.wikipedia.org/wiki/Pantnagarhttp://en.wikipedia.org/wiki/Aurangabad,_Maharashtrahttp://en.wikipedia.org/wiki/Chakanhttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/Punehttp://en.wikipedia.org/wiki/Rajasthanhttp://en.wikipedia.org/wiki/Jamnalal_Bajajhttp://en.wikipedia.org/wiki/Bajaj_Group


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Tempo connection

Bajaj Auto bought a controlling stake in the Tempo Firodia company, renaming it

"Bajaj Tempo". Germany's Daimler-Benz, a long-time collaborator with Firodia

because of their ownership of the original Tempo works in Germany, owned 16%

of Bajaj Tempo. Daimler sold their stake back to the Firodia group in 2001,

meaning that they once again held a controlling interest, with BAL retaining 24%

of the shares. It was agreed that Bajaj Tempo would gradually phase out the use of

the "Tempo" brand name, as it still belonged to Mercedes-Benz.[6]The name of the

company was changed to Force Motorsin May 2005, dropping "Bajaj" as well as

"Tempo", over the objections of Bajaj Auto with whom the company shares a long

history as well as a compound wall.

Group management

Mr jamalal Bajaj founded the Bajaj Group in the 30s. The group now has 24

companies, Including 6 listed companies.

Besides BAL, the major companies in the group are as Follows:

Mukand Ltd: Alloy/ special steel,term key projects

Bajaj Electricals Ltd: Electrical equipments,fans,appliances

Bajaj Hindustan Ltd:Sugar, industrial alcohol

Subsidiary/affiliate companies

Bajaj Auto Hodings Ltd. (BHEL) is a wholly owned subsidiary of BAL engaed in

the business of investment in shares, debentures and other securities.

Bajaj Auto Finance Ltd. (BHFL) has ceased to be a subsidiary after its IPO if

4.175mn shares of Rs 10 each at a premium of Rs 80 in may 1994 BAL, along with

the subsidiary BHFL engages in financial service and investment activities. The

company is planning to increase its branch network in the country by 33% over the

next one year i.e from 40% in the fiscal to 60%. BAL and western maharashtra
http://en.wikipedia.org/wiki/Daimler-Benzhttp://en.wikipedia.org/wiki/Daimler-Benzhttp://en.wikipedia.org/wiki/Bajaj_Auto#cite_note-change-6http://en.wikipedia.org/wiki/Bajaj_Auto#cite_note-change-6http://en.wikipedia.org/wiki/Bajaj_Auto#cite_note-change-6http://en.wikipedia.org/wiki/Bajaj_Auto#cite_note-change-6http://en.wikipedia.org/wiki/Daimler-Benz


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development corporation (WNDC) promoted Maharashatra 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 450 mn in the first half and Rs 720 mn during

the second half of fiscal 2001-02.BAL also planning life insurance venture with

paid up equity capital of Rs 1500mn.

The promoter stake holding in BAL is up from 42.65% in FY 2000 to 46.65% in

FY2001 and the FII stake holding has also increased by 3% at 12.99% after the

buyback in October 2000 which was meant to after an attractive exit option to

small shareholder. However their has been a minor

fall in the stake holdings of public Financial Institutions, GDRs at 4.65% and

Mutual Funds etc.

Plant locations

AL has two plants located near pune viz; Akurdi and chakan plant being recently

set up. The third plant is located at Waluj near Aurangabad. The plants incorporate

state-of-art flexible manufacturing facilities that are cross-sourced in increasing

demand situations. Akurdi was set up in 1961 and Waluj in the both the plants.

Besides, Akurdi plant manufactures front engine three-wheeler, sunny mopeds and

Kawsaki motorcycles. The Waluj plant is planned to be global hub for Kawasaki

motorcycles upto 200cc. The Akurdi plant manufactures around 1 mln units p.a,

Waluj plant manufactures 1.14 mln units p.a and the Chakan plant has a

manufacturing capacity of 0.18 mln units p.a.

The company is successfully implanting the TPM (Total Productivity

Maintenance) activities at its Akurdi plant with a view to improve on efficiency,

productivity and effectiveness. BAL has recently commenced its three-wheeler

production at its new plant in Brazil for the local market and its neighboring

regions. The Bajaj Group is amongst the top 10 business houses in India. its


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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.

Current Scenario

BAL has performed fairly in the current fiscal 2001-02 with the Net Sales going up

by 3.06% to Rs19720 mn HY ended September 2001 from Rs19133.3 mn in the

corresponding period previous year. The total expenditure has gone up by 5.3%

with the material cost accounting for the major increase. The company has posted a

growth of 69% in PBT and the Net Profit has increased by 55% to Rs2644.7 mn

from Rs1701.5 mn in the corresponding period last year. The Net Profit Margin

has also improved by almost 50.7% from the half year ending FY2000-01 . The

employee cost has fallen but the company will be charging an equal expenditure of

Rs 22.6 mn over the three quarters of the current fiscal amounting to Rs 67.8 mn as

the VRS expenditure incurred in June 2001

Business

BAL in its 2-wheeler segment posted volume wise sales of 87.2% of its total salesof which scooters (both geared and ungeared) accounted for 42.3%, motorcycles

for 34.9% and around 10% in step- thrus in FY2001. The sales of scooters have

fallen by 26.1% from FY2000 but there has been a significant increase in the

motorcycle sales by nearly 65.4% since FY2000.

The three wheeler sales have improved marginally in FY2001.The Company is

targeting 25% market share in motor cycles segment during the current fiscal as

against 21% share it has cornered in FY2001.

Scooters

In the geared category BAL has Chetak, 'Classic' and 'Super' in the old ones and

the 'Legend', 'Bravo' among the newer models .The ungeared segment consists of

the 60CC Sunny Spice , Spirit , Fusion and the 92cc Saffire . The

Legend NXT is a 4 stroke geared scooter with a 9HP engine and the Bravo being

a two-stroke 150cc scooter with a catalytic converter designed in line with the

emission norms.


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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 BAJAJ

Suzuki.

Motorcycles

BAL has two basic motorcycle products - M80, a 75cc indigenously developed low

cost vehicle in the step-thru segment and Japanese motorcycles. BALs

motorcycles are positioned as four-stroke fuel-efficient vehicles. Among the

Japanese ones, BAL has within its fold, the 100cc4S-Champion, 125cc KB 125,

111cc Caliber competing with Hero Hondas Passion and 100cc Boxer with

a variant Boxer City in the pipeline, all of them at competitive prices.

In FY2001 the company launched the new range of bikes viz; 175ccKawasaki

Bajaj Eliminator the countrys first cruiser motorcycle and the two variants viz;

180cc and 150cc Pulsar (in the high end segment) These models were

introduced mainly in competition to Hero Hondas 157cc CBZ and BAJAJ

Suzukis Fiero. The company also launched in its 4-stroke bikes range 100cc

Kawasaki Bajaj Acer competing against Hero Honda Splendor and Aspire ,

Caliber Croma , Legend NXT (in the middle end segment).

Mopeds/Scooterettes

BAL has a small market share of 9.5% in FY2000 in this segment.

Among its models are the Sunny Zip, Rave and the Spirit. Its Bajaj Sunny, a

50cc upgraded scooterette model has been extremely successful .The other models

include 74cc Rave launched in FY98 and Spirit 60cc, 2-stroke scooterette

competing with leader BAJAJ Suzukis Scooty.

Three wheelers

BAL continues to dominate the three wheeler market with over 73% market

share and sales of 1,55,000 units in which have fallen from around 85% two years

back. The company is trying to maintain its market share by creating environment-

friendly vehicles and has already launched the CNG model in Delhi BAL also

launched its 4- stroke rear engine CNG auto rickshaw model in Mumbai during

the year. It is testing the LPG model, which will take off as soon as the government


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regulations permit. Apart from this the company also plans to introduce a four-

stroke version in auto-rickshaw and a goods carrier in both petrol and diesel

versions.

Exports

BAL is keen to export motorcycles through Kawasakis distribution network in

Indonesia and Argentina wherein the company planned to sell through their

network. The companys exports registered a marginal decline from Rs1378 mn to

Rs1351 mn i.e. 2%. The exports consisted of 30,652 two and three wheelers as

against 32,730 (including CKD packs). Bangladesh, Egypt, Peru, Iran and Sudan

performed consistently well with lower exports in Sri Lanka and Latin American

markets. The total foreign exchange earned by the company was Rs. 1,391 million.

As against Rs1430 million.

Expansion

The expansion at both Akurdi and Waluj plants has been completed during FY99

taking total capacity to 2mn vehicles. BAL has also set up a third manufacturing

plant at Chakan near Pune with a capacity of 1mn vehicles. The company has

planned for selling through separate channels in case of its 2-wheeler and 3-

wheeler segment .It has been planning to

streamline its vendor network by cutting down the number of suppliers by 50%

from current 800 during the current fiscal, intended to improve the efficiency of its

supply - chain management. BAL has been experimenting with higher dealer

commissions on some models in a bid to loosen the stranglehold of market leader

Hero Honda in the motorcycle segment. It introduced VRS II as a part of its man

power planning process at all its three plant locations as the company is slated to

bring down the workforce to 10,000 over the next four years. The company also

planned to commission a 20-MW capacity wind power plant (fourth phase with the

other three being set up near Satara) with an investment of Rs1000 mn in

Ahmednagar district by entering into the Power Purchase Agreement (PPA) with

MSEB during current fiscal to be completed. The company expects to source its

current power requirements in-house and also avail of the benefit of sales tax


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incentives. BAL has also been exploring the possibility of an equity tie-up or a

marketing alliance with a Chinese company for selling its three wheelers in

Chinese market. It has also been planning a technical collaboration on high-end

scooters with the Italian 2-wheeler major Aprilia. The company has chalked out a

strategy for co-existence with Kawasaki wherein BAL would concentrate on

developing products in the price range of Rs 30,000 60,000 and Kawasaki to

offer a wider choice of products priced from Rs.35000 up to Rs. 2.5 lakh.

Outlook

Throughout the 1980s and 1990s, Bajaj has countered competition through

predatory price cuts; market expansions moves or take over threats. However both

Honda and LML have cannibalized the BAL market share and are challenging its

leadership. The company has remained less aggressive in its approach and idled

away its cash reserves without proactively deploying them in R&D , new models ,

takeovers or other risky ventures . In order to arrest its declining market share,

BAL has launched several new models during the past fiscal and more are in the

offing in each segment of the two-wheeler market. Moreover, the management has

recognized the need to utilize its surplus reserves for strengthening its presence in

the market by way of launching new models, expanding capacity and penetrating

new markets. Kawasaki has been developing India as an export hub for

motorcycles between 50-200cc. The Company has invariably become the

manufacturing base for Kawasaki and accounts for 60% of the latters global sales.

Though the company plans to introduce some high-tech motorcycles from the

Kawasaki range, it is trying to shed- off its image of screw-driver" company by

developing its own range of motorcycles. The BAJAJ Suzuki break up isexpected to pave the way for a new relationship with BAL and the new Kawasaki

Suzuki alliance in the two-wheeler business. BAL needs to rediscover the spark of

entrepreneurship that made it the market.


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Financial analysis

The Net Sales have declined by 2.3% to Rs30259 mn in FY2001 from Rs30973 mn

in FY2000, which was 4.2% rise from FY99. The Operating profit has declined by

47.8% to Rs3052 mn in FY2001 from Rs5847 mn in FY2000 though the 65% rise

in motorcycle volumes could not counter the margins arising out of 41% fall in

geared scooters. BAL has spent a sizeable 13..05% advertising and there has been

a 5.2% increase in the royalty payments from Rs593 mn to Rs624 mn in FY2001.

The current ratio has fallen only marginally in FY2001 to 1.39% from 1.36% in

FY2000 and there has been a marginal fall in the inventory levels, which

contribute to about 11-12% of the current assets. There has not been a significant

change in the inventory turnover, which has also remained close to 11.9% fromFY2000 levels. The company has remained by and large debt-free and has the

secured loans in the form of cash credit and working capital gap finance. The

unsecured loans are mainly interest free and comprise Sales Tax Deferral Liability

on account of incentives provided for the Waluj and Chakan plants as well as the

wind power project. The Bank finance to Working Capital Gap is approximately

2% in FY2001 as against nil in FY2000 indicating the companys increased

dependency on bank finance for working capital. However the overall secured loan

level has fallen including the cash credit limit which has fallen by around 55% in

FY2001. The long-term debt to equity ratio has increased to 0.19 in FY2001 as

against 0.15 in FY2000. This can be attributed to the decrease in the net worth due

to the buyback of shares worth Rs18 mn in October 2000. The long-term debt to

total assets has remained steady at 0.14 since FY2000, which is indicates that the

14% of the total assets are financed by debt sources. The Interest Coverage Ratio

has fallen by 80% from FY2000 indicating that the EBIT as a percentage of

interest charges has declined with the decreasing conservativeness and fall in the

ability of the company to pay finance charges due to decreased EBIT. The

insignificant change in the Asset Turnover Ratio is indicative of the ability of the

company to produce sales from the existing asset base. There has been a fall in

both the Net Sales and the capital deployed in tandem with each other. Income

from pre tax operations has fallen drastically by 55.2% to Rs3695 mn in FY2001

from Rs8252 mn in FY2000 as against 8.7% growth from FY99. However, cash

profits have declined by 45.2% to Rs4272.4 mn in FY2001 from Rs7801.7 mn in


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FY2000 compared to 13% rise in FY2000 due to rise in depreciation cost. The Net

Profit Margin has fallen to 8.29% in FY2001 from 20% in FY2000 on account of

decline in PAT by 60 % to Rs2499.5 mn. The additional expenditure on VRS of

Rs799 mn also affected the Net Profits. The ROCE has also fallen to 7.9% in

FY2001 from 17.2% in FY2000 on account of decrease in net income and also the

capital employed. Hence the company has been not been able to generate

substantial profits in relation to sales and also in relation to assets. The Earning

Power of the company has fallen to 10.9% in FY2001 from 23.7% in FY2000,

which indicates the fall in operational efficiency. The investment portfolio as a

percentage of capital employed was 37% and the market value of investments has

been lower by Rs114 mn, which can further erode due to continued uncertainties in

stock markets.The EPS has fallen by 58% and the dividend payout by 32%

indicating that fall in percentage of total earnings paid out to shareholders in

FY2001.

2.2 BRIEF INTRODUCTION TO SHREE SIDDHESHWAR AUTO

The business setting in Kavathe Mahankal city is characterized by small business

units. The Shree Siddheshwar Auto started its operations from 2009 onwards. The

showroom is operating from a well-furnished building situated at a central location

and the city soon the showroom created a vote and trust in the citizens and Kavathe

Mahankal and around.

At present 14 personnel are providing their valuable services to the customers. Itincludes one manager four sales officers and four tech assistents and five others

about approximately 5000 satisfied customer are being entertained by the

showroom.


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Infrastructure

Plants

Bajaj Auto's three plants at Akurdi, Waluj and Chakan in Maharashtra, western

India, produced 1,814,799 vehicles in 2004-05.

Akudi - Geared scooters, ungeared scooters and Bajaj Disc

wa;ik -Bajaj CT100, Bajaj Wind 125 and three wheelers

chakan- Bajaj motorcycles - Pulsar and Discover

Plant Locations

Bajaj Auto plants are located at:

Mumbai - Pune Road, Akurdi, Pune 411 035

Mumbai - Pune Road, Akurdi, Pune 411 035

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

KEY POLICIES

Environmental Policy

Towards creating and preserving a cleaner environment Bajaj Auto Ltd.,

manufacturer of two and three wheeler vehicles is committed to prevention of

pollution, continual improvement of our environmental performance and

compliance with all applicable environmental legislation and regulations

Towards this, we shall strive to:Create a proactive environment management

system that addresses all environmentally significant aspects related to our

products and processes, Minimise the generation of waste and conserve resources

Through better technology and practices, and Promote environmental awareness

amongst our employees and motivate them to fulfill our commitments We, at Bajaj

Auto, pledge ourselves towards creating and preserving a cleaner environment


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Quality Policy

We at Bajaj Auto continue to firmly believe in providing the customer Value for

money, for years through our products and services. This we shall maintain and

improve In our decision making, quality, safety and service will be given as much

consideration as productivity, cost and delivery. Quality shall be built into every

aspect of our work life and business operations.Quality improvements and

customer satisfaction shall be the responsibility of every employee.

TPM Policy

We at Bajaj Auto adopt Total Productivity Maintenance as a means of creating a

safe and participative work environment in which all employees target the

elimination of losses in order to continuously enhance the capacity, flexibility,

reliability and capability of its processes, leading to higher employee morale and

greater organizational profitability.


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3. RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problems it

may be understood as a science of studying how research is done scientifically. In

it, the various steps that are generally adopted by a research in studying this

research problem along with the logic behind them are studied.

Marketing research is the systematic design, collection, analysis and reporting of

data and finding to a specific marketing situation facing the company.

Effective marketing study involves five steps:

Define the problem and study objectives Develop the study objectives Collect appropriate information Analyze the information Present the findings

Research definition:

Research is a systematic and scientific search of pertinent information on a specifictopic

The manipulation of things, concepts or symbols for purpose of generalizing toextend, correct or verify knowledge, whether that knowledge aids in construction

of theory or in the practice of an art by D.Sleinger and M.Stephnson.

Definition of Research Methodology: Research methodology is a tool to

systematically solve the research problem. It may be understood as a science of

studying how research is done scientifically.

Types of Research:

The research involved both qualitative dimension of work and knowledge. The

quantities approach involved generation of large chunk of data, which are analyzed

on various parameters, while the qualitative approach was to analyze the data, take

the information out and discard the unnecessary details.


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The target was to contact the respondents and analyze their requirements. The

survey is concerned with the subjective assessment of attitude, opinion of the

people about the service provider.

Descriptive research, also known as statistical research, describes data and

characteristics about the population or phenomenon being studied. Descriptive

research answers the questions who, what, where, whenand how...

Although the data description is factual, accurate and systematic, the research

cannot describe what caused a situation. Thus, Descriptive research cannot be used

to create acausal relationship,where one variable affects another. In other words,

descriptive research can be said to have a low requirement forinternal validity.

The description is used forfrequencies,averagesand other statistical calculations.

Often the best approach, prior to writing descriptive research, is to conduct a

survey investigation. Qualitative research often has the aim of description and

researchers may follow-up with examinations of why the observations exist and

what the implications of the findings are.

In short descriptive research deals with everything that can be counted and studied.But there are always restrictions to that. Your research must have an impact to the

lives of the people around you. For example, finding the most frequent disease that

affects the children of a town. The reader of the research will know what to do to

prevent that disease thus, more people will live a healthy life.

In this research, Descri ptive and Exploratory Researchmethods have been used.

Research approach:

The research approach consists of personal interview of the customers through the

use of research instrument like structured questionnaire and interview method.

While designing the questionnaire care had to be taken in formulating and

sequencing the questions so that it allows logical thinking process for the

respondent. Use of both close-ended and open-ended questions was made so that

analysis becomes easy and respondents can freely answer the questions.

.
http://en.wikipedia.org/wiki/Statisticshttp://en.wikipedia.org/wiki/Statisticshttp://en.wikipedia.org/wiki/Statistical_populationhttp://en.wikipedia.org/wiki/Statistical_populationhttp://en.wikipedia.org/wiki/Causalityhttp://en.wikipedia.org/wiki/Causalityhttp://en.wikipedia.org/wiki/Causalityhttp://en.wikipedia.org/wiki/Internal_validityhttp://en.wikipedia.org/wiki/Internal_validityhttp://en.wikipedia.org/wiki/Internal_validityhttp://en.wikipedia.org/wiki/Frequency_(disambiguation)http://en.wikipedia.org/wiki/Frequency_(disambiguation)http://en.wikipedia.org/wiki/Frequency_(disambiguation)http://en.wikipedia.org/wiki/Averagehttp://en.wikipedia.org/wiki/Averagehttp://en.wikipedia.org/wiki/Averagehttp://en.wikipedia.org/wiki/Qualitative_researchhttp://en.wikipedia.org/wiki/Qualitative_researchhttp://en.wikipedia.org/wiki/Qualitative_researchhttp://en.wikipedia.org/wiki/Averagehttp://en.wikipedia.org/wiki/Frequency_(disambiguation)http://en.wikipedia.org/wiki/Internal_validityhttp://en.wikipedia.org/wiki/Causalityhttp://en.wikipedia.org/wiki/Statistical_populationhttp://en.wikipedia.org/wiki/Statistics


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Definition of Research:

Research is a process of systematic and in depth study for any particular topic

subject to collection, compilation, presentation and interpretation of relevant

details or data. Research refers to search of knowledge. It is a scientific and

systematic search for pertinent information on a specific topic.

It is an art of scientific investigation. Movement from known to unknown. Voyage of discovery. Original contribution to the existing stock of knowledge making for its advantage.

Research Process:

1. Define research process2. Review the literature3. Design research(including sample design)4. Collect data(executive)5. Analysis of data6. Interpret the report

Sampling Plan

All the items under consideration in any field of enquiry constitute a universe or

population. A complete enumeration of all the items in the population is known ascensus enquiry. But it was not possible at all to cover each and every potential

customer on a pan India basis. The number of all potential customers inclusive of

all big and small manufacturer or retailers was really high so it was pragmatically

impossible to generate the complete data. Since the process of collecting data from

the elements of large population may be expensive, time consuming and difficult.

It will be cheaper and quicker to collect information from a sample plan of the

population. A sample is a fraction of a subset of population through a validstatistical procedure so it can be regarded as representative of the entire population.


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The valid statistical procedure of drawing sample from the population is called

sampling.

SAMPLING DESIGN

A sampling design is a definite plan for obtaining a sample from a given

population. It refers to the technique or procedure the researcher would adopt in

selecting for the samples. Sample design is determined before the data is collected.

The Universe:

The universe consists of the all the customers in kavathe mahankal: hence the

universe can be geographical area of Kavathe mahankal.

Sampling unit:

Sampling unit is the customer who is already using PLATINA and also who

would like to purchase PLATINA.

Sampling Size:

The sample size consisted of 59 respondents. It included the manufacturing firm,

hospitals and retailers in Kavathe mahankal city only.

Sampling instrument:

Questionnaire was used as an instrument for primary data collection.

Sampling technique:

Simple random sampling

In a simple random sampling ('SRS') of a given size, all such subsets of the frame

are given an equal probability. Each element of the frame thus has an equal

probability of selection: the frame is not subdivided or partitioned. Furthermore,any givenpairof elements has the same chance of selection as any other such pair

(and similarly for triples, and so on). This minimises bias and simplifies analysis of

results. In particular, the variance between individual results within the sample is a

good indicator of variance in the overall population, which makes it relatively easy

to estimate the accuracy of results.


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SOURCES AND METHODS OF DATA COLLECTION

Sources of data collection

The research for the study had been collected from field research. Thus the data

mostly consists of primary data. Data obtained from the first hand researcher is

called primary data. In this method trainee personally collect the data through

questionnaire and interview. The primary data was collected through the various

respondents I interviewed.

The secondary data is readily available from internet and complies data from

Statistical statements reports etc, the data can be obtained through published or non

published sources

To achieve the objective the researcher was required to identify the sources of data

from where the data are to be collected. As researchers objective was to find the

customer satisfaction for BAJAJ PLATINA, the research demanded primary data

mostly, however to start with researcher needed the customer database out of

which we can select the potential customers so secondary data were also utilised.

Before dealing with the research methodology the researcher emphasises to discuss

primary and secondary data.

Primary Data

These are data obtained from first hand research. In this researcher personally

collects the data through personal interviews, discussions, interaction or by

questionnaire (a Performa containing a set of questions method).

Primary data has been collected directly from the field. Primary data was gathered

by the means of interviewing the respondents with the use of questionnaire that the

researcher prepared. Survey is the research approach using this research project.

Surveys are the best source of descriptive research. The research instrument chosen

was a questionnaire for the collecting the primary data. Questionnaire was the most

popular and useful method for surveying. It helps in collecting the information

from the framed question, to get maximum necessary data required for the

research. Questionnaire contained 11 no of questions, which included open and


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close ended questions. The questions are subjective and objective in nature. Thus,

the questions helped in various ways.

Secondary Data

Secondary data was mainly collected from company records and website. The data

was then categorized into various groups and then researcher deduced the pattern

of relationship that existed among the data groups.

Websites:

www.zigwheels.com

www.bikewale.com

Google.

Official site of http://www.bajajauto.com
http://www.zigwheels.com/http://www.zigwheels.com/http://www.bajajauto.com/http://www.bajajauto.com/http://www.bajajauto.com/http://www.zigwheels.com/


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Age of customer:

Interpretation

From the above graph it is evident that out of 100 samples 28 customers are of

between 35-40 age limits. By seeing this result we interpret that Bajaj PLATINA is

preferred by middle age groups working as Clerks, Bank workers, Small outlets

owner Viz Cold drinks, Because of mileage is the main reason.

Age Respondents Percentage

20-25 24 24%

25-30 24 24%

30-35 24 24%

35-40 28 28%

Total 100 100%


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2) Following factors influenced you to purchase Bajaj platina Bike?

Interpretation.

From the above Graph it is found that 32% of Customer are purchased Bike bypreferring Price. And 31% of customer purchased the bike by the influenced of

there friends. And remaining 22% customer are influenced by Advertisement 15%

customer motivated to purchase the Bike through relatives opinion. The majority

of the people bought Bajaj PLATINA revealed they purchase the Bike influenced

by the price.

Factors influenced Respondents Percentage

Friends opinion 31 31%

Price 32 32%

Advertisement 22 22%

Relative opinion 15 15%

Total 100 100%


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3) Satisfaction Level of the Customers with respect to information given by themechanics.

Interpretation.

From the above Graph its clear that most of the owner of the Bajaj PLATINA are

satisfied i.e. 53%

satiesfaction level respondantspercentage

Highly satiefied 28 28%

Satiesfied 53 53%

Dis satiesfied 3 3%

Highly dissatiefied 6 6%

Total 100 100%


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4) Satisfaction level of customer with respect to the following characteristics of the

Bajaj PLATINA

A) Price of the vehicle.

Interpretation.

From the above Graph it is found that out of 100 respondents majority of the

Customer are very much satisfied with the price of Bajaj PLATINA Bike as

compared to other Bikes.72% of the customer said price of the bike is very good.

Price of the Vehicle. Respondents Percentage

Very good 72 72%

Good 13 13%

Bad 13 13%

Very bad 2 2%

Total 100 100%


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B) Engine and performance of the vehicle.

Interpretation.

From above Graph it is clear that 45% Respondents are satisfied with the

performance of the vehicle and 38% of the Respondents satisfied and 15% of the

Respondents are not satisfied with the performance of the vehicle the reason

behind this they are facing problem Engine (carburetor).

Engine and performa Respondents Percentage

Highly satisfied 38 38%

Satisfied 45 45%

Dis satisfied 15 15%

Highly dissatisfied 2 2%

Total 100 100%


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C) Maintenance Cost of the Vehicle.

Interpretation.

From the above Graph is highlighted that maintenance cost of the

vehicle the maximum number of customer are satisfied with maintenance

cost ie 60% hence we can say it is Happy new for the company maintenance cost

of the Bajaj PLATINA Bike is less.

Maintenance Cost of t Respondents Percentage

Highly satisfied 10 10%Satisfied 60 60%



Total 100 100%


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D) Aesthetics (Color).

Interpretation.

From the above Graph it is found that out 100 Customer 48% of

Respondents are satisfied with the color and style of the vehicle and only

18% of the Respondents are not satisfied with the color of the vehicle.

Aesthetics color Respondents Percentage


Satisfied 48 48%



Total 100 100%


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E) Cost of spares.

Interpretation.

From above Graph it is observed that majority of the customers said that

the cost of spares are quite affordable and they are satisfied.

Cost of spares. Respondents Percentage


Satisfied 55 55%



Total 100 100%


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F) Mileage of the Vehicle.

Interpretation.

From above Graph it has been observed that 64% of the customer highly satisfied

with mileage of the Vehicle. The customer said that there Vehicle gives 70-80 km

mileage per liter of petrol in city limits. If they go for long ride it gives nearly

about 80-85 km per liter.

Mileage of vehicle respondantspercentage

Highly satiefied 64 64%

Satiesfied 13 13%

Dis satiesfied 12 12%

Highly dissatiefied 11 11%

Total 100 100%


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

Interpretation.

From above Graph it has been observed that 64% of the customer is not satisfied

only 13% Respondents are satisfied with warranty service.

warranty service Respondents Percentage


Satisfied 12 12%



Total 100 100%


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6) Percentage of Customer going for paid up service.

Interpretation.

From the above graph it is clear that majority of the customer go for the paid up

service provided in the show room. As far as the Bajaj Authorized dealer scores

more in Kavathe Mahankal city but only 38% of the customer are go for

unauthorized service station like garage.

Paid up service Respondent Percentage

Yes 62 62%

No 38 38%

Total 100 100%


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

a) Delivery Time.

Interpretation

From above Graph its Clear that 65% of the Respondents are satisfied with

delivery time of motors the company may provide service of delivery as perCustomer convenience.

Delivery Time. Respondents Percentage


Satisfied 65 65%



Total 100 100%


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b) Availability Spares.

Interpretation

From the above Graph it has been observed that out 100 customer 70% of thecustomer are satisfied with Availability of spares in showroom. Because of spare

parts are Genuine parts and Guarantee, next to these are long performance and

Good quality.

Availability Spares. Respondents Percentage


Satisfied 70 70%



Total 100 100%


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C) Attitudes of Service Provider.

Interpretation

From the above graph it is evident that most of the respondents are

strongly satisfied with the attitude of the service provider ie 65% of the

Customer are highly satisfied and only 13% of the customer are not satisfied with

attitudes of service provider. Remaining 3% of the customer is highly dissatisfied

attitudes of service provider.

Attitudes of Service Provider. Respondents Percentage


Satisfied 19 19%



Total 100 100%


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

Interpretation

From the above graph its clear that majority of the customers are not satisfied with

compliant handling procedure of the show room only 35% of the Customers are

satisfied. Remaining the 65% customer not satisfied.

complaints Respondent Percentage

Yes 35 35%

No 65 65%

Total 100 100%


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9) Percentage of purchase Spare parts.

Interpretation

From the above Graph its clear that the 78% of the customer purchase

of spare parts At show room. Because of branded, Guarantee, long run

performance, Good quality & only 22% of the customer purchase retail

outlets.

purchase Spare parts Respondent Percentage

Showroom 78 78%

Retail outlet 22 22%

Total 100 100%


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10) Degree satisfaction about service charge

Interpretation

From above graph its clear that 69% of the customer are feel that the

service charges are affordable as compared to other & only 31% of the

customer are said service charge costly.

service charge Respondent Percentage

Affordable 69 69%Costly 31 31%

Total 100 100%


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11) Level of satisfaction of Bajaj PLATINA Bike.

Interpretation

Happy news for the show room Shree Siddheshwar Auto from above Graph it has

observed that the majority of the customer some around 58% of the customer are

highly satisfied with Bajaj PLATINA, 23% are satisfied with bike and only 2% of

the customer highly dissatisfied.

satisfaction of Bajaj PLATINA Respondents Percentage

Highly satisfied 58 58%Satisfied 23 23%



Total 100 100%


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FINDINGS

Majority of the Customer have purchased the vehicle by their price are 32% andfriends 31%.

Friends is second motivated factors which influenced the customer to purchase thebike.

52% of the customers are satisfied with information provided by the mechanicswhile delivering the bike for the first time.

The Bajaj PLATINA customers are satisfied with the price ie 72%. Engine andperformance of the vehicle satisfaction is 45%.

52% of the customers are satisfied with the maintenance cost 35% of them are notsatisfied, with the maintenance cost level.

The customers are highly satisfied with the Aesthetics (color, style) of the BajajPLATINA.

The cost of said that cost of spares are quite affordable 55% of the customer aresatisfied with the cost of spares.

In the study I am found that 64% of the customers are not satisfied with thewarranty service provided by showroom.

The customers are satisfied with delivery time, availability of spares and attitudesof the service providers.

But the customers are not fully satisfied with complaint handling procedure atShree Siddheshwar Auto only average customers are satisfied.

Happy news for the showroom is that 58% of the customers are highly satisfiedthat with Bajaj PLATINA bike.

From the market research it has been observed that 64% of the customers arehighly satisfied with the mileage of the bike.


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RECOMMENDATIOIN TO DEALER

As far as the show room satisfaction is concerned, the show room scores goodpercentage. But maintain this satisfaction level forever the show room has to do

some activities like free check up camp. ETC.

The dealer can convince the non-users by taking measures like advertising andsales people.

The Diploma Holder mechanics should be recruited in the show room servicecentre More & More promotional measures should be taken to increase the sales.

The warranty service provided by dealers should improve they can gives betterservice in the time of warranty periods.

The complaint solving procedure should be improved and after service of the bikemechanics may be get feed back from the customers about bike.

Whenever the Bajaj Company introduces new models, then the showroom peoplehas to arrange road shows. By doing this kind of activities the show room can

retain its old customer and try to attract new customer.

Show room owners have to send some gifts and greetings to customersespeciallyin festival seasons, like Deepavali, New year, because of attracting the customer

and to build long run relationship with the customers.

RECOMMENDATIOIN SUGGESTIONS TO COMPANY

Auto starter should be included in the existing model The current SNS (spring -in -spring) suspensions provide unique protection to the

bike.

Improvement in the engine performance it sounds more when in use more than 70km speed there is no smoothness.


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CONCLUSION

BAJAJ Motors as a name itself is a highly marketable and saleable name in the

market of two wheeler in India and in some parts of the world. It holds an

important place in the minds of the consumer by providing efficient service and

better products. Their engineering is comprehensive.

Consumer response towards BAJAJ Motor is very good. It has created a very good

brand image for itself by providing low maintenance, fuel efficient, sleek looking

models along with efficient after sales service. The awards won by the BAJAJ such

as Most Trusted Brand shows its acceptance in the mind of Indians.The

performance of BAJAJ along with total automotive industry is declined in last 1

year, so it is necessary to boost the sales as much as possible to be in the

competition profitably.Sales promotion strategies are the best weapon to fight with

the declining Sales of BAJAJ. Therefore it becomes necessary to develop

innovative sales promotion strategies in order to attract as many as the customers

possible.A company has to be cautious about the spending it incurs on the various

sales promotional tools. Effectively of individual sales promotion strategy is

evaluated in this research to show how they have affected the consumer to buy the

vehicle. On the basis of the research it will be helpful to decide upon the spendingand the implementations of various Sales promotional strategies at the right place,

right time and to benefit the right people.With respect to the above study and the

findings thereby, the company has definitely entrenched into the urban market.

With few more concerted efforts, the said organization needs to enter the rural

market in order to completely establish itself all over. The above study will help

the consumers to get more awareness about BAJAJ TWO WHELLER and it will

also help to BAJAJ motors to capture the market of urban as well as rural markets.


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Biblography

BOOKS REFERRED:-

Marketing Management , A South Asian Perspective Marketing Research,4thedition by G C Beri The Marketing White book 2013-2014

WEBSITE REFERRED:-

tvsmotor.in bikeindia.in wikipedia.org www.icra.in siamindia.in business-standard.com autobei.com Zigwheels.com
http://www.icra.in/http://www.icra.in/http://www.icra.in/


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Annexure

Dear sir / Madam,

I am pleased to introduce myself as MBA student of SIBCA,Lonavla. I am doing

my project at Shree Siddheshwar Auto who are authorized dealer for Bajaj . The

purpose of the study is to know

A study of customer satisfaction with special reference to Bajaj Platina.

I request you to kindly spare your valuable time for completing this questionnaire.

(Please mark for the relevant answer)

1. Name: _________________

2. Age:______

3. Sex:_________

.4 :Occupation

Businessman Employee Student Professional Other

specify____________

5. Which of the following factors influenced you to purchase Bajaj PLATINA

Bike?

Friends opinion Price Advertisement Relatives opinion

6. Did you own any Bike previously?

Name it___________________

7. Rate the following characteristics of Bajaj PLATINA Bike.

1to5 (1-Very good, 2-Good, 3-Avg, 4-Bad, 5-Very bad)

Price of the vehicles. _____________

Engine (carburetor) & performance of vehicles. _____________

Maintenance cost. _____________

Color. _____________

Cost of spares. _____________

Mileage. _____________


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8. Are you satisfied with the warranty service provided by the show room?

1) Highly Satisfied 2) Satisfied 3) Average 4) Dis-satisfied 5) Highly Dis-

Satisfied

9. Are you availing any paid up service for your vehicle at Shree Siddheshwar

Autos?

Yes No

a) If no then state your reason

1) __________ 2) ______________ 3) _____________

10. Have you experienced any major problems with your bike?

Yes No

11. Are you satisfied with information given (or) complaint solved by the show

room Service Station?

Yes No

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

_______________________________

12. Where do you purchase spare parts required for your vehicle?

a. At show room b. At Retail outlets

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

Character sticks Highly Satisfied Satisfied Dis-satisfied Highly

Dissatisfied

1. Delivery time.

2. Availability spares.

3. Cost of spares.

4. Attitudes of service

provider.

5. Cost of service.


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14. Your opinion about service charges?

Affordable Costly

15. To what extent the Bajaj PLATINA bike has satisfied your need purchase?

1. Very Good 2. Good 3. Average 4. Not Good

16. Do you have any specific to Shree Siddheshwar Auto to improve customer

Satisfaction?

___________________________________________________________

___________________________________________________________

====Thank You====

Documents

A study of customer satisfaction with special reference to Bajaj platina