“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

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)

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

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

LIST OF TABLE

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

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

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

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

CHAPTER 1

INTRODUCTION

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.

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.

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 industr ia l

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 industr ia l

witnessed a proliferation in brands.

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

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

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

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.

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.

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

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.

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.

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

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

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.

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

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

1.4 PROBLEM STATEMENT

The study is mainly focusing on the decision regarding purchases behavior as it is an uncertainty

in nature

1.5 OBJECTIVES OF 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.

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

\

CHAPTER II

LITERATURE REVIEW

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

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 customers costs less than finding

new ones. If certain practices drive customers away, a business repeatedly spends time and money on

advertising and other efforts to recruit customers. These business owners know that weaknesses in the

production or delivery of goods lead to distressed customers. They use online surveys to collect feedback

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

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

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.

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,

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.

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. Organizat ions

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

CHAPTER III

DATA ANALYSIS AND INTERPRETATION

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

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%

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

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

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 ATTRACTED YOU THE MOST IN BAJAJ DISCOVER?

7%

53%7%

3%

13%

17%Advertisement

friends

Owners of discover

Relative

Experts

Self

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

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

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

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

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

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%

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

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

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

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

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

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

CHAPTER IV

FINDINGS, SUGGESTIONS, CONCLUSION

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.

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.

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.

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.

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

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?

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

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

Any other suggestion?

………………………………………………………………………………………………………

…………………………………………………………………………………………………

…………………………………………………………………………………………………

Thank for your kind co-operation

PRIYAN.C