custmor satisfaction Bajaj aoutomobile

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Page 1Customer satisfaction Level MBA MARKETING REPORT

Customer satisfaction Level

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CONTENTSSL.NO

PART-1PAGENO

1 EXECUTIVE SUMMARY 3-6

INDUSTRY PROFILE

COMPANY PROFILE

NEED FOR STUDY

OBJECTIVES OF THE STUDY

SCOPE OF THE STUDY

METHODOLOGY

FINDINGS AND RECOMMENDATIONS

CONCLUSION

PART-2 07-38

2 INTRODUCTION OF THE STUDY

THEORETICAL BACKGROUND

INDUSTRIAL PROFILE

COMPANY PROFILE

ABOUT BAJA PLATINA

PART-3 39-43

3 OBJECTIVES

SCOPE OF THE STUDY

METHODOLOGY

PART-4 44-67

4 DATA ANALYSES AND INTERPRETATION

FINDINGS AND SUGGESTIONS

CONCLUSION

PART-5 69-73

5 ANNEXURE AND BIBLIOGRAPHY

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Part-1EXECUTIVE SUMMARY

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EXECUTIVE SUMMARY

Bijjal Motors authorized dealer for Bajaj Company for Ilkal town.

The present aim at examining the “Customer satisfaction Level

Bajaj PLATINA Bike at Ilkal town” The importance of the study is emphasizedby the fact the Customer “Satisfaction is person feelings (or) disappointment

resulting from comparing a products performance in relation to his/herexpectations”. It is the key to generate the high customer loyalty.

The measures the Customer satisfaction level research surveywas conducted with sample size of 100. The information is collected withthe help of questionnaire through personal interview and study is revealed

that the most of the customer are satisfied with the Bajaj PLATINA Bike

Industry ProfileBAJAJ AUTO

One of the largest 2 and 3 wheeler manufacturer in the world

21 million+ vehicles on the roads across the globe

Managing funds of over s 5,329 cr.

Bajaj Auto finances one of the largest auto finance cos. In India

Rs. 6,340 Cr. Turnover and Profits after tax of 767 Cr. in 2004-05

Company Profile:Bajaj Auto Ltd (BAL), the largest two and three wheeler manufacturer in

the country, has a dominating 40% market share in scooters with 18.5% in

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

Need for study:

In this competitive era we are using so many different types of

two wheelers, even though we are not satisfied with the particular bike, sowe choose the appropriate bike that is PLATINA which is suitable for all the

level of people because it gives more mileage and it has good looking bike.For that matter only we are studying about this particular topic.

OBJECTIVES OF THE STUDY

To Study the Customer Satisfaction level for the Bajaj PLATINA Bike.

To know the features influencing the customer during the purchase of

BajajPLATINA Bike.

To Ascertain whether the Customer are satisfied with existing

service from theShow Room.

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

METHODOLOGY

1) Primary Data.2) Secondary Data.

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Primary Data:Primary information was collected through questionnaire and personal

interaction.

Secondary Data :

The sources of secondary data are as follows:

MAGZINES.BOOKS.WEBSITES.

Findings

Majority of the Customer have purchased the vehicle by there price

and friends with 32% and 31% respectively. And friends are secondmotivated factors which influenced the customer to purchase the bike.

52% of the customers are satisfied with information provided by the

mechanics while delivering the bike for the first time.

The Bajaj PLATINA customers are satisfied with the price ie 72%.

Conclusion:

By seeing the performance of Bajaj PLATINA vehicle And serviceprovided by the Bijjal motors. I can conclude that it has wide market andbright future for its sales. And also in the current market it is one of the

leading vehicles. The distribution and availability of the vehicle in bagalkotDistrict as to be Improve Because of the Competing of the vehicle like HeroHonda, TVS are very high market share.

As per show room is concerned is having good prospects in near

feature it is providing good service and majority of the people are satisfiedwith Bajaj company vehicle.

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Recommendations:

The dealer can convince the non-users by taking measures likeadvertising and sales people.

The Diploma Holder mechanics should be recruited in the show room

service centre More & More promotional measures should be taken toincrease the sales.

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

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Part-2

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INTRODUCTION TO STUDYProject is under taken aims at measuring customer satisfaction level of

Bajaj PLATINA Bike at Ilkal town.

Bajaj PLATINA Bike has been launched by Bajaj Company and there is aneed measures satisfaction level of Bajaj PLATINA Bike in Ilkal town.

The benefit of the study is to make the strategic decision about which

are characteristics and factors in service like price of the vehicle, cost,mileage delivery time, attitudes of service provider, and cost of spares.

Considering all the above points examining whether the customers aresatisfied with Bajaj PLATINA Bike if the performance matches the expectation

the customers are satisfied if the performance exceeds expectation thecustomers are is highly satisfied or delighted.

Back ground of the company

Bhartha commenced operation as importing agents for vespa scooterof paggio in 1948.Entered into technical collaboration agreement withpiaggio expired in 1971, was not Renewed.BAL has 3 plant located in

maharashtra. The scooter incorporate piaggio Technology as upgraded byBAL’s in house R&D from time to time. It also developedA fully indigenousmodel of motorcycle in 1981. subsequent to the opening up of The scooter

for foreign technology and equity participation in the mid 80’s it enteredInto a technical collaboration agreement with Kawasaki Japa. It started

production Of Kawasaki 100cc motorcycles in 1986. the company has alsoentered into technical Collaboration with M/s kabota of japan formanufacture of diesel engines for its three Wheelers and cagiva of italy. BAL

has also promoted Maharashtra Scooter Ltd.(MSL) With state governmentbodies. MSL assembles Bajaj scooter at its satara plant.

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Group management

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

has 24 companies, Including 6 listed companies. Besides BAL, the majorcompanies in the group are as Follows:Mukand Ltd: Alloy/ special steel,term key projects

Bajaj Electricals Ltd: Electrical equipments,fans,appliances

Bajaj Hindustan Ltd:Sugar, industrial alcohol

Subsidiary/affiliate companies

Bajaj auto holdings ltd. (BAHL) is a wholly owned subsidiary of BAL

engaged in the business of investment in shares, debentures and Othersecurites.

Bajaj Auto Hodings Ltd. (BHEL) is a wholly owned subsidiary of BALengaed 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 thecountry by 33% over the next one year i.e from 40% in the fiscal to 60%.

BAL and western maharashtra development corporation (WNDC)

promoted Maharashatra Scooters Ltd (MSL), in 1975, with a plant at satara.MSL assembles scooter for BAL .

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Bajaj Allianz General Insurance. BAL has entered the non-lifeinsurance segment with Allianz General Insurance with BAL having 74% andAllianz 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 offiscal 2001-02.BAL also planning life insurance venture with paid up equitycapital 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% at12.99% after the buyback in October 2000 which was meant to after anattractive exit option to small shareholder. However their has been a minor

fall in the stake holdings of public Financial Institutions, GDRs at 4.65% andMutual Funds etc.

Plant locations

AL has two plants located near pune viz; Akurdi and chakan plantbeing 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 1961and Waluj in the both the plants. Besides, Akurdi plant manufactures front

engine three-wheeler, sunny mopeds and Kawsaki motorcycles. The Walujplant is planned to be global hub for Kawasaki motorcycles upto 200cc. TheAkurdi 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 of0.18 mln unit’s p.a.

The company is successfully implanting the TPM (Total ProductivityMaintenance) activities at its Akurdi plant with a view to improve on

efficiency, productivity and effectiveness. BAL has recently commenced its

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

The Bajaj Group is amongst the top 10 business houses in India. itsfootprint 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’slargest two-and three-wheeler manufacturer and the Bajaj brand is wellknown in over a dozen countries in Europe, latin America, the US and Asia.

Founded in 1926, at the height of India’s movement for independencefrom the British, the group has an illustrious history. The integrity,

dedication, resourcefulness and determination to succeed which arecharacteristic of the group today, are often traced back to its birth during

those days of relentless devotion to a common cause. Jamnalal Bajaj,founder of the group, was a close confidant and discipline of MahatmaGandhi. In

fact, Gandhi has adopted him as his son. This close relationship and hisdeep involvement in the independence movement did not leave Jamalal Bajaj

with much time to spend on his newly lunched business venture.

His son, Kamalnayan Bajaj, then 27, took over the reins of business in

1942. He too was close to Gandhiji and it was only after independence in1947, that he was able to give his full attention to the business. KamalnayanBajaj not only consolidated the group, but also diversified into various

manufacturing activities.

The present Chairman and managing Director of the group, RahulBajaj, took charge of the business in 1965. Under his leadership, the turn

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over of the Bajaj Auto the flagship company has gone up from Rs72 millionto Rs46.16 (USD936 million), its product portfolio has expanded from one toand the brand has found a global market. He is one of India’s most

distinguished business leaders and internationally respected for his businessacumen and entrepreneurial spirit.

Industrial Profile

About Bajaj

The Bajaj Group is amongst the top 10 business houses in India. Itsfootprint stretches over a wide range of industries, spanning automobiles

(two-wheelers and three-wheelers), home appliances, lighting, iron andsteel, insurance, travel and finance.

The group’s flagship company, Bajaj Auto, is ranked as the world’sfourth largest two- and three- wheeler manufacturer and the Bajaj brand is

well-known in over a dozen countries in Europe, Latin America, the US andAsia.

Founded in 1926, at the height of India's movement for independencefrom the British, the group has an illustrious history. The integrity,

dedication, resourcefulness and determination to succeed which arecharacteristic of the group today, are often traced back to its birth duringthose days of relentless devotion to a common cause. Jamnalal Bajaj,

founder of the group, was a close confidant and disciple of Mahatma Gandhi.

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In fact, Gandhiji had adopted him as his son. This close relationship and hisdeep involvement in the independence movement did not leave JamnalalBajaj with much time to spend on his newly launched business venture.

His son, Kamalnayan Bajaj, then 27, took over the reins of business in1942. He too was close to Gandhiji and it was only after Independence in

1947, that he was able to give his full attention to the business. KamalnayanBajaj not only consolidated the group, but also diversified into various

manufacturing activities.The present Chairman and Managing Director of the group, shekar Bajaj,took charge of the business in 1965. Under his leadership, the turnover of

the Bajaj Auto the flagship company has gone up from Rs.72 million toRs.46.16 billion (USD 936 million), its product portfolio has expanded fromone to and the brand has found a global market. He is one of India’s most

distinguished business leaders and internationally respected for his businessacumen and entrepreneurial spirit.

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

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

Auto has been viewed as a scooter major but with the change in thestructure of demand for 2-wheelers the company has tried to make itspresence felt in this key market by steadily ramping up motorcycle

capacities, by introducing new models and variants and pushing upmarketing and sales. However the company is well behind Hero Honda inthe motorcycle segment and No.2 player in mopeds/ scooterettes segment

after TVS Suzuki.

The company has a wide array of models both in the two-stroke andfour-stroke configurations. In 1995 – 96 the sales were less than 90,000

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motorcycles which was 8% of the total volume of its two- wheeler saleswhich has grown to 4,22,016 units in FY2001 accounting to 50% of its two-wheeler sales. However, with the implementation of the latest emission

norms, it is slowly moving away from two-stroke vehicles and convertingthem to four-stroke ones. The company is all set to increase its margins todouble – digits through concerted cost cutting, value engineering, gains

from ‘ Total Productive Maintenance ‘ (TPM) and VRS.

The Indian two-wheeler sector is characterized by largest volumesamongst all the segments in automobile industry. Though the segment canbe broadly categorized into 3 sub-segments viz; scooters, motorcycles and

mopeds; some categories introduced in the market are a combination of twoor more segments e.g. scooterettes and step-thru’s. The market primarilycomprises five players in the two-wheeler segment with most of the

companies having foreign collaborations with well-known Japanese firmsearlier. 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 ruralareas, consumers have come to prefer sturdier bikes to withstand the bad

road conditions. In the process the share of motorcycle segment has grownfrom 48% to 58% , the share of scooters declined drastically from 33% to25% , 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 theexisting players in the two- stroke segment to install catalytic converters.This has been replaced by 4-stroke motorcycles, which do not incur the

additional cost of such converters and fierce competition led to a fall in priceof certain models

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Bajaj Auto Ltd (BAL) has been viewed as a scooter major. Nevertheless,in the past five years the company recognized the important role ofmotorcycles in its portfolio. The scooter market is predominantly located in

the Northern and Eastern India and the rationalization of sales taxes to auniform rate of 12% pushed the price of scooters by 6-8% without offeringany perceived value advantage to the customer. The company posted a total

2-wheeler sales of Rs1.05 mln in 2000-01 as against Rs1.24 mln in1999-00 . The motorcycle sales contributed to almost 50% of the total sales

volumes accompanied by the decline in geared scooter sales, whichcontributed, to only 33% of sales volumes. The company has beenintroducing models in the middle end Rs.36, 000 – Rs. 48,000 and high end

segments viz; Rs. 48,000 and above but has found difficult to market suchmodels in competition to Hero Honda models in the similar price category.

However BAL is on its way to recapture the highly differentiatedproduct market by becoming a flexible and market – driven supplier of

various models of two and three wheelers at specific price – points.

Current Scenario

BAL has performed fairly in the current fiscal 2001-02 with the NetSales going up by 3.06% to Rs19720 mn HY ended September 2001 fromRs19133.3 mn in the corresponding period previous year. The total

expenditure has gone up by 5.3% with the material cost accounting for themajor 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 thecorresponding period last year. The Net Profit Margin has also improved by

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almost 50.7% from the half year ending FY2000-01 . The employee cost hasfallen but the company will be charging an equal expenditure of Rs 22.6 mnover the three quarters of the current fiscal amounting to Rs 67.8 mn as the

VRS expenditure incurred in June 2001

Business

BAL in its 2-wheeler segment posted volume wise sales of 87.2% of its

total sales of which scooters (both geared and ungeared) accounted for42.3%, motorcycles for 34.9% and around 10% in step- thrus in FY2001. Thesales 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 Companyis targeting 25% market share in motor cycle’s segment during the current

fiscal as against 21% share it has cornered in FY2001.

Scooters

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

ones and the 'Legend', 'Bravo' among the newer models .The ungearedsegment consists of the 60CC ‘ Sunny Spice ‘ , ‘Spirit ‘ , ‘ Fusion ‘ and the

92cc ‘Saffire ‘ . The’ Legend NXT’ is a 4 stroke geared scooter with a 9HPengine 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 ‘atreduced prices. With the unprecedented 38% slump in scooter market the

company faced a gradual market share loss to the other players like KineticEngineering and TVS Suzuki.

Motorcycles

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BAL has two basic motorcycle products - M80, a 75cc indigenouslydeveloped low cost vehicle in the step-thru segment and Japanese

motorcycles. BAL’s motorcycles are positioned as four-stroke fuel-efficientvehicles. Among the Japanese ones, BAL has within its fold, the 100cc‘4S-Champion’, 125cc ‘KB 125’, 111cc ‘Caliber’ competing with Hero Honda’

s ‘ Passion ‘ and 100cc ‘Boxer’ with a variant ‘ Boxer City ‘ in the pipeline, allof them at competitive prices.

In FY2001 the company launched the new range of bikes viz; 175cc‘Kawasaki Bajaj Eliminator ‘ the country’s first cruiser motorcycle and the

two variants viz; 180cc and 150cc ‘Pulsar ‘(in the high –end segment) Thesemodels were introduced mainly in competition to Hero Honda’s 157cc CBZand TVS Suzuki’s Fiero. The company also launched in its 4-stroke bikes

range 100cc ‘ Kawasaki Bajaj Acer’ competing against Hero Honda Splendorand ‘ 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 .Theother models include 74cc ‘ Rave ‘launched in FY98 and ‘ Spirit ‘ 60cc,2-stroke scooterette competing with leader TVS Suzuki’s ‘Scooty’.

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Three wheelersBAL 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 bycreating environment-friendly vehicles and has already launched the CNGmodel in Delhi BAL also launched its 4- stroke rear engine CNG – auto

rickshaw model in Mumbai during the year. It is testing the LPG model,which will take off as soon as the government regulations permit. Apart from

this the company also plans to introduce a four-stroke version inauto-rickshaw and a goods carrier in both petrol and diesel versions.

ExportsBAL is keen to export motorcycles through Kawasaki’s distribution networkin Indonesia and Argentina wherein the company planned to sell through

their network. The company’s exports registered a marginal decline fromRs1378 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 SriLanka 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 completedduring FY99 taking total capacity to 2mn vehicles. BAL has also set up athird manufacturing plant at Chakan near Pune with a capacity of 1mn

vehicles. The company has planned for selling through separate channels incase of its 2-wheeler and 3-wheeler segment .It has been planning tostreamline its vendor network by cutting down the number of suppliers by

50% from current 800 during the current fiscal, intended to improve theefficiency of its supply - chain management. BAL has been experimenting

with higher dealer commissions on some models in a bid to loosen thestranglehold of market leader Hero Honda in the motorcycle segment. It

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introduced VRS II as a part of its man–power planning process at all its threeplant locations as the company is slated to bring down the workforce to10,000 over the next four years. The company also planned to commission a

20-MW capacity wind power plant (fourth phase with the other three beingset up near Satara) with an investment of Rs1000 mn in Ahmednagar districtby entering into the Power Purchase Agreement (PPA) with MSEB during

current fiscal to be completed. The company expects to source its currentpower requirements in-house and also avail of the benefit of sales tax

incentives.

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

marketing alliance with a Chinese company for selling its three – wheelers inChinese market. It has also been planning a technical collaboration onhigh-end scooters with the Italian 2-wheeler major ‘Aprilia. ‘The company

has chalked out a strategy for co-existence with Kawasaki wherein BALwould 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 competitionthrough predatory price cuts; market expansions moves or take over threats.

However both Honda and LML have cannibalized the BAL market share andare challenging its leadership. The company has remained less aggressive inits approach and idled away its cash reserves without proactively deploying

them in R&D , new models , takeovers or other risky ventures . In order toarrest its declining market share, BAL has launched several new modelsduring the past fiscal and more are in the offing in each segment of the

two-wheeler market. Moreover, the management has recognized the need toutilize its surplus reserves for strengthening its presence in the market by

way of launching new models, expanding capacity and penetrating newmarkets. Kawasaki has been developing India as an export hub for

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motorcycles between 50-200cc. The Company has invariably become themanufacturing base for Kawasaki and accounts for 60% of the latter’s globalsales. Though the company plans to introduce some high-tech motorcycles

from the Kawasaki range, it is trying to shed- off its image of “screw-driver"company by developing its own range of motorcycles. The TVS – Suzukibreak –up is expected to pave the way for a new relationship with BAL and

the new Kawasaki – Suzuki alliance in the two-wheeler business. BAL needsto rediscover the spark of entrepreneurship that made it the market.

Financial analysis

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

Rs30973 mn in FY2000, which was 4.2% rise from FY99. The Operatingprofit has declined by 47.8% to Rs3052 mn in FY2001 from Rs5847 mn inFY2000 though the 65% rise in motorcycle volumes could not counter the

margins arising out of 41% fall in geared scooters. BAL has spent a sizeable13..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 hasfallen only marginally in FY2001 to 1.39% from 1.36% in FY2000 and therehas 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 theinventory turnover, which has also remained close to 11.9% from FY2000

levels.

The company has remained by and large debt-free and has the

secured loans in the form of cash credit and working capital gap finance.The unsecured loans are mainly interest free and comprise Sales TaxDeferral Liability on account of incentives provided for the Waluj and Chakan

plants as well as the wind power project. The Bank finance to WorkingCapital Gap is approximately 2% in FY2001 as against nil in FY2000

indicating the company’s increased dependency on bank finance for workingcapital. However the overall secured loan level has fallen including the cash

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–credit limit which has fallen by around 55% in FY2001. The long-term debtto 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 assetshas remained steady at 0.14 since FY2000, which is indicates that the 14% ofthe 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 thedecreasing conservativeness and fall in the ability of the company to payfinance charges due to

decreased EBIT. The insignificant change in the Asset Turnover Ratio isindicative 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 capitaldeployed in tandem with each other. Income from pre tax operations has

fallen drastically by 55.2% to Rs3695 mn in FY2001 from Rs8252 mn inFY2000 as against 8.7% growth from FY99. However, cash profits havedeclined by 45.2% to Rs4272.4 mn in FY2001 from Rs7801.7 mn in FY2000

compared to 13% rise in FY2000 due to rise in depreciation cost. The NetProfit 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 onVRS of Rs799 mn also affected the Net Profits. The ROCE has also fallen to7.9% 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 ableto generate substantial profits in relation to sales and also in relation toassets. 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. Theinvestment portfolio as a percentage of capital employed was 37% and the

market value of investments has been lower by Rs114 mn, which can furthererode due to continued uncertainties in stock markets.

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The EPS has fallen by 58% and the dividend payout by 32% indicating that fallin percentage of total earnings paid out to shareholders in FY2001.

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GROUP COMPANIES

Bajaj Auto is the flagship of the Bajaj group of companies. The group

comprises of 27 companies and was founded in the year 1926. Thecompanies in the group ar

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MANAGEMENT PROFILE

Shekar Bajaj Chairman

Madur Bajaj Vice charmanN.H Hingorani Vice president (Materials)

Bajaj Auto Ltd. Mukand International Ltd.

Mukand Ltd. Mukand Engineers Ltd.

Bajaj Electricals Ltd. Mukand Global Finance Ltd.

Bajaj Hindustan Ltd. Bachhraj Factories Pvt. Ltd.

Maharashtra Scooters Ltd. Bajaj Consumer Care Ltd.

Bajaj Auto Finance Ltd. Bajaj Auto Holdings Ltd.

Hercules Hoists Ltd. Jamnalal Sons Pvt. Ltd.

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

Hind Lamps Ltd. Jeevan Ltd.

Bajaj Ventures Ltd. The Hindustan Housing Co Ltd.

Bajaj International Pvt Ltd. Baroda Industries Pvt Ltd.

Hind Musafir Agency Pvt Ltd. Stainless India Ltd.

Bajaj Allianz General InsuranceCompany Ltd.

Bombay Forgings Ltd.

http://www.bajajauto.com/aboutbajaj/group.asp#bajaj

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Ranjit Gupta Vice president (insurance)Vice president (operation)

Kevin D’sa Vice president (Finance)

Pradeep shrivastava Vice president (Engineering)Vice President (Mktg & Sales - 2Wh.)

V.s Raghavan Vice President (Corporate Finance)

J.Sridhar Company SecretaryRajiv Bajaj Managing Director

Sanjiv Bajaj Executive Director

Shekar Bajaj

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

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

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

Madhur BajajVice Chairman

After graduating in Commerce, Mr Bajaj did his MBA from Lausanne,

Switzerland. Joined as DGM in March 1983, took over as General ManagerAurangabad Division in June 1986, as its Chief Executive in October 1988,

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

Rajiv Bajaj

Managing Director

Rajiv Bajaj, who took charge as Managing Director on 1st April 2005, isa Mechanical Engineer from Pune University. He later did his Masters in

Manufacturing Systems Engineering from the University of Warwick. Joinedas Officer on Special Duty in 1990, took over as General Manager (Products)

in February 1993, as Vice President (Products) in June 1995, President in May2000, President & Whole Time Director in March 2002, Joint ManagingDirector in March 2003

Sanjiv Bajaj

Executive Director

Joined as Officer on Special Duty in 1994, took over as ExecutiveDirector in April 2004, as General Manager (CF) in 1997, took charge as VicePresident (Finance) in April 2001. He is a Mechanical Engineer from Pune

University, with Masters in Manufacturing Systems from University ofWarwick and MBA from Harvard Business School

N H Hingorani

Vice President (Materials)

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Joined in 1997 as General Manager (Materials), took over as VicePresident (Materials) in 1998. He is a Mechanical Engineer from Malaviya

Regional Engineering College, Jaipur.

Ranjit Gupta

Vice President (Insurance)Joined as General Manager (Co-ordination) in 1988, and rose to

become Vice President (Materials) in 1995, Vice President (HRD) in 2000 andVice President (Insurance). He did his Mechanical & Electrical Engineeringfrom Indian Railway Institute of Mechanical & Electrical Engineers. Honoured

with fellowship of Institute of Electrical Engineering (London) andmembership of Institute of Mechanical Engineers (London).

C P Tripathi

Vice President (Operations)

Joined in January 1996 as Vice President (Waluj plant) and is now Vice

President (Operations). He is a Science Graduate from Agra University. Laterhe did Mechanical Engineering from Indian Institute of Technology,Kharagpur.

Kevin P D Sa

Vice President (Finance

Mr.Kevin joined Bajaj in September 1978 and is now Vice President(Finance). He is a B.Com graduate. Later he did CA in 1978 and ICWA in1981.

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Pradeep Shrivastava

Vice President (Engineering)

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

diploma in Production and Finance in 1986.

Sridhar

Vice President (Marketing & Sales- 2Wheeler)

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

J. Sridhar

Company Secretary

J Sridhar, has been Company Secretary since July 2001. A Commerceand Law Graduate, Mr. Sridhar did his FCA, FCS, MMS and was Controller of

Finance & Company Secretary, Maharashtra Scooters Ltd., a Bajaj Auto jointventure, prior to joining Bajaj Auto.

Infrastructure

PlantsBajaj 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 wheelerschakan- Bajaj motorcycles - Pulsar and Discover

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Plant Locations

Bajaj Auto plants are located at:

Mumbai - Pune Road, Akurdi, Pune 411 035

Mumbai - Pune Road, Akurdi, Pune 411 035

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

KEY POLICIES

Environmental Policy

Towards creating and preserving a cleaner environment Bajaj Auto Ltd.,manufacturer of two and three wheeler vehicles is committed to preventionof pollution, continual improvement of our environmental performance and

compliance with all applicable environmental legislation and regulationsTowards this, we shall strive to:Create a proactive environment managementsystem that addresses all environmentally significant aspects related to our

products and processes,

Minimise the generation of waste and conserve resources Throughbetter technology and practices, and Promote environmental awarenessamongst our employees and motivate them to fulfill our commitments We, at

Bajaj Auto, pledge ourselves towards creating and preserving a cleanerenvironment

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Quality Policy

We at Bajaj Auto continue to firmly believe in providing the customerValue for money, for years through our products and services. This we shall

maintain and improve In our decision making, quality, safety and service willbe 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 responsibilityof every employee.

TPM PolicyWe 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 thecapacity, flexibility, reliability and capability of its processes, leading to

higher employee morale and greater organizational profitability

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AWARDSAwards Year By

Milestone

Bajaj Discover DTS-i – Bike of theYear 2005

2005 OVERDRIVE Awards 2005

Bajaj Discover DTS-i - Indigenous

Design of the Year 2005

2005 OVERDRIVE Awards 2005

BAJAJ AUTO - Bike Maker of theYear 2004

2004 ICICI Bank OVERDRIVE Awards 2004

DTS-i Technology - Auto Tech ofthe Year 2004


Bajaj Pulsar DTS-i Bike of the Year

2004


Wind 125 Two Wheeler of the Year2004

2004 CNBC AUTOCAR Awards 2004

Wind 125 Bike of the Year 2004 2004 Business Standard Motoring

Bajaj Pulsar 180 DTS-i BBC WorldWheels Viewers Choice Two

Wheeler of Year 2003

2003 BBC World Wheels Award 2003

Bajaj Pulsar 180 DTS-i BBC World

Wheels Award for Best TwoWheeler between Rs 55,000 to Rs70,000


Bajaj Pulsar 150 DTS-i BBC WorldWheels Award for Best TwoWheeler between Rs 45,000 to Rs

55,000


Bajaj Boxer AT KTEC BBC WorldWheels Award for Best Two

Wheeler under Rs 30,000


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2005December Bajaj Discover launchedJune Bajaj Avenger launched

February Bajaj Wave launched

2004

September Bajaj discover dtsi launchedAugest New Bajaj chetak 4 stroke with wonder gear

launchedMay Bajaj CT 100 launchedJan Bajaj Unveils new brand identity, Dons new symbol,

logo brand line.2003October Pulsar DTS-is launched

October 107,115 Motorcyles sold in a month.July Bajaj wind 125, the world bike,is launched in india

February Bajaj Auto launched its Caliber 115”Hoodibabaa”inthe executive motorcycle segment.

2001November Bajaj Auto lunches its latest offering in the premium

bike segment pulsar.Jan The eliminator launched

2000 The Bajaj Saffire is introduced.1999 Caliber motorcycle notches up 100000 sales in

record time of 12 months productions commences

at chankan plant.

Jun 7 Kwasaki Bajaj caliber rolls out of waluj

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July 25 Legend indias first 4 stroke scooter roles out ofakurdiOctober Spirit launched.

1997 The Kwasaki Bajaj Boxer and the Re dieselAutorickshaw are introduced.

1995

November 29 Bajaj Auto is 50Agreements signed with cubota japan for the

development

Of diesel engines for the three wheelers and withTokyo

R&D For un geared scooter and moped

development.The Bajaj super excel is introduced while Bajaj

celebratesIts 10 millions vehicle 1 millions vehicle wereproduced

And sold in this financial year

1994 The Bajaj Classic is introduced

1991 The kwasake Bajaj 4s champion is introduced.

1990 The Bajaj Sunny is introduced.

1986 The Bajaj M’80 and Kwaski Bajaj KB 100 motorcycleare introduced. 500000 vehicles produced and sold

in single financial year.

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Company ProfileBIJJAL BAJAJ MOTORS.

Bijjal Bajaj is a Groups who is exclusive dealer for Bajaj Auto for in

Bagalakot Districts and was established on April 4 2003 with a Capital of Rs25 lakh and capturing the 33% of two-wheeler market share in Ilkal.They are selling different products like

1) Bajaj pulsar DTSi 150CC,180CC.2) Bajaj Discover DTSi 125CC.3) Bajaj CT100.

4) Bajaj Platina

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

and timing of showroom.

Factors to be considered before starting a showroom as per corporateidentity.1) Location: location is very important because to know the number of

vehicle in that area Type of customer land whether the high way orcity’s well Known road is passing through the location or not.

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2) Buildings: Before constructing a building following point are takeninto account.

a. Nature of soil foundation requirement.

b. The level of ground.

3) Labour: The laboures are the main pillars of any organization. The

efficientorganization depends the amount of capital and the space

required in the building.

4) Machinery: To install the equipment in proper place the layout isdrawn. Itdepends the amount of capital and space required in the building.

5) Computational: Competition makes the organization to improve

quality and givebetter service to customer.

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

Surrounding Area:

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

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

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Organization:

To provider better service Bijjal motors has made 4 sections. They are

section.1) Sales section.2) General insurance.

3) Accountant.4) Workshop.

Procedure:

a) Customer visit to show room: When a customer visit the show room totake quotationHis name is entered in the customer follow up forms; these are stored

in the file.b) Follow up begins: the customer follow up forms stored in files are kept

in the racks which are divided in 3 parts.

The forms in the fists part are opened to third day from the dose of

quotation and attractive letter is written to customer. After writing the letterthe forms are shifted to second part. The forms are shifted to third part. The

forms are opened after 11 days at this time show room will send one personto meet customer directly.

1) Sales: the person intending to purchase the vehicle will visit theshow room is makes the selection of vehicle. After he has

selected the vehicle for sales manager writes the customersname is address in “invoice” and receives the amount. He also

arranges for insurance of vehicle, registration of the vehicle isleft to customer.

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2) After filling the “information coupon” he sends the vehicle forpre delivery inspection. If it founds OK in pre delivery inspectionreport the key of the vehicle is handed over to few customer.

3) Billing: on the day when the vehicle is for cash both original andduplicate copy is Given to customer. But if there is

hypothecation in bank then original copy of invoice And one keyis given to bank. Duplicate copy given to customer and third

copy is retained with the showroom,.

4) Insurance: Before giving the delivery of the vehicle it should be

insured. TheInsurance policy is called as comprehensive policy’ it means if

the vehicle met

With any accident or fire the vehicle owner will be indemnitiesby the insurance company.

Finance:In showroom the finance section performs the following functions.1) Maintenance of different registers like

a. stock book b. Material account.c. Cash book. D. Ledger account.

2) Entries have to be made in material account in case of sales of

vehicle.3) To make adjustments in the stock register when vehicle are

received from theCompany.

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4) To maintain proper account about spares part.Marketing Section:

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

Bijjal motors make the purchase of vehicle from the Bagalkot branchoffice and distribute the vehicle, so here there is no production of any goods.

Bijjal motors ultimately make the sales to customers.

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

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

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

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Features

Exclusive Styling Package.

Superior engine performance

for practical riding conditions

Best in class suspension system for superior comfort.

World first SNS (Spring-N-Spring) rear suspension with the longesttravel in its class of 100 mm.Unique streak design side panels

http://www.surfindia.com/automobile/bajaj-platina.html

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Specification of Platina

Dimension & Weight

Overall height 1090 mm

Overall length 1990 mm

Overall Width 770 mm

Wheelbase 1275 mm

Ground Clearance 162 mm

Kerb weight 113 kg

Fuel Tank Capacity 13 Litre

Engine

Type Natural Air-cooled

Stroke (2/4) 4-stroke

No. of cylinders Single cylinder

Bore x stroke

Displacement 99.27 cc

Electrical 12V AC +DC

Transmission

No. of Gears Constant Mesh Type

Performance

Maximum Power 6.03 kW (8.2bhp)@ 7500 rpm

Max. Torque 8.05 Nm @ 4500 rpm

Start Kick Start

Suspensions

Front Hydraulic , Telscopic type , 125 mm travel

Rear Hydraulic , ‘SNS’type, 100 mm travel

Brakes

Front Drum type, 110 mm/130 mm

Rear Drum type ,110 mm/130 mm

Tyres

Front 2.75*17", 41 P

Rear 3.00*17", 50 P

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Part-3

OBJECTIVES:

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To Study the Customer Satisfaction level for the Bajaj PLATINA Bike.

To know the features influencing the customer during the purchase of

BajajPLATINA Bike.

To Ascertain whether the Customer are satisfied with existing

service from theShow Room.

To Study the promotional Mix adopted by the show room.

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

Methodology explains the methods used in collecting information areas follows.Description Of Research:

Marketing Research design specify the procedure for conducting aresearch project. The survey is conducted with the objective to know the

Customer satisfaction level of Bajaj PLATINA Bike at Ilkal town .In this, two types of research methods are used.1) Descriptive Research.

Descriptive Research is used to collect various information fromcustomer to study the satisfaction level With respect to PLATINA Bike.2) Exploratory Research.:

Exploratory Research is concerned with discovering the generalnature of the problem and the variables that are related to research study.

Types And Sources Of Data:For the purpose of study the data has been collected from two sources

mainly,

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3) Primary Data.4) Secondary Data.

Primary Data:

Primary information was collected through questionnaire and personal

interaction.Secondary Data :

The major sources of secondary data are as follows,

MAGZINES.

BOOKS.WEBSITES.MANUAL

Survey Research:

The method used to collect data for the study was through surveyresearch. Survey Research is the systematic gathering of information from

respondents for the purpose of understanding and predicting some aspectof the behavior of the population of interest.

Measurement Techniques:

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

Questionnaire:

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

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

Open-Ended Question:

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

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

Multiple-choice Question:

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

Questionnaire included multiple-choice questions to find out the

which sources customers has satisfied with regard to the bike

Dichotomous Question.:

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

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

motors

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Rating Scales:

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

Overall attribute towards an object.

The degree to which an object contains a particular attribute.Ones feeling towards an attribute.

SAMPLINGSampling Procedure:

Descriptive field studies require collection of first hand information ordata pertaining to the units of study from the field. The units of study mayinclude the area covered under the Ilkal City.

“The process of drawing a sample from large population is calledSampling”.

Sampling Process:Population:

The Aggregate of all units pertaining to the study is called Population.The population of this project is a survey of Walking Customers and ExistingCustomer.

Sampling Frame:A Sampling Frame is a means of representing the elements of the

population.Sampling Unit:

The Sampling Unit is basic unit containing the elements of the

population to be sampled.Sampling Extent:

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It is the scope of study Sampling Extent is Ilkal townSample size:

The total Sample Size is 100 from different locations in Ilkal town.

Part-4DATA ANALYSES AND INTERPRETATION

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DATA ANALYSIS

Data collected is useful only after analysis. Data Analysis involves

converting a series of recorded observations into descriptive statements andinferences about relationships. The types of analysis that can be conducted

depend on the nature of the measurement instrument and the data collectedmethod.

If the researcher selects the analytical techniques prior to collectingdata, the researcher should generate fictional responses to the measurementinstrument, these dummy data are then analyzed the results of this analysis

will provide the information required by the problem at hand.

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

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1) Age categories:

Age Respondents Percentage

20-25 24 24%

25-30 24 24%

30-35 24 24%

35-40 28 28%

Total 100 100%

Interpretation.

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From the above graph it is evident that out of 100 samples 28customers are of between 35-40 age limits. By seeing this result we

interpret that Bajaj PLATINA is preferred by middle age groups working asClerks, Bank workers, Small outlets owner Viz Cold drinks, Because ofmileage is the main reason.

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

Respondents Percentage

Friends’ opinion 31 31%

Price 32 32%

Advertisement 22 22%

Relative opinion 15 15%

Total 100 100%

Interpretation.

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

influenced of there friends. And remaining 22% customer are influenced byAdvertisement 15% customer motivated to purchase the Bike throughrelatives opinion. The majority of the people bought Bajaj PLATINA revealed

they purchase the Bike influenced by the price.

3) Satisfaction Level of the Customers with respect to informationgiven by the mechanics.

Satisfaction level Respondents Percentage

Highly satisfied 28 28%

Satisfied 53 53%

Dis satisfied 3 3%

Highly dissatisfied 6 6%

Total 100 100%

Interpretation.

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From the above Graph its clear that most of the owner of the BajajPLATINA are satisfied with preliminary Information given by the mechanicswhile purchasing the Bike Ie 63%.

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

a). Price of the Vehicle.

Price vehicle Respondents Percentage

Very good 72 72%

Good 13 13%

Bad 13 13%

Very bad 2 2%

Total 100 100%

Interpretation.

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From the above Graph it is found that out of 100 respondents majorityof 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 verygood.

c) Engine and performance of the vehicle.

Engine &performance



Satisfied 45 45%

Dis satisfied 15 15%


Highly dissatisfied 2 2%

Total 100 100%

Interpretation.

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From above Graph it is clear that 45% Respondents are satisfied withthe performance of the vehicle and 38% of the Respondents satisfied and

15% of the Respondents are not satisfied with the performance of the vehiclethe reason behind this they are facing problem Engine (carburetor).

d) Maintenance Cost of the Vehicle.

Maintenance cost Respondents Percentage


Satisfied 60 60%



Total 100 100%

Interpretation.

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From the above Graph is highlighted that maintenance cost of thevehicle the maximum number of customer are satisfied with maintenancecost ie 60% hence we can say it is Happy new for the company maintenance

cost of the Bajaj PLATINA Bike is less.

e) Aesthetics (Color).

Aesthetics color Respondents Percentage


Satisfied 48 48%



Total 100 100%

Interpretation.

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From the above Graph it is found that out 100 Customer 48% ofRespondents are satisfied with the color and style of the vehicle and only18% of the Respondents are not satisfied with the color of the vehicle.

f) Cost of spares.

Cost of spares. Respondents Percentage


Satisfied 55 55%



Total 100 100%

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

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g) Mileage of the Vehicle.

Mileage of the Vehicle. Respondents Percentage


Satisfied 13 13%



Total 100 100%

Interpretation.

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

highly satisfied with mileage of the Vehicle. and customer are said that

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

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

Level warranty service Respondents Percentage


Satisfied 12 12%



Total 100 100%

Interpretation.

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From above Graph it has been observed that 64% of the customer isnot satisfied only 13% Respondents are satisfied with warranty service.

1) Percentage of Customer going for paid up service.

Paid up service Respondent Percentage

Yes 62 62%

No 38 38%

Total 100 100%

Interpretation.

From the above graph it is clear that majority of the customer go forthe paid up service provided in the show room. As far as the Bajaj

Authorized dealer scores more in Ilkal city but only 38% of the customer arego for unauthorized service station like garage.

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

show room.

a) Delivery Time.

Delivery Time. Respondents Percentage


Satisfied 65 65%



Total 100 100%

Interpretation

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From above Graph its Clear that 65% of the Respondents are satisfiedwith delivery time of motor’s the company may provide service of delivery as

per Customer convenience.

b) Availability Spares.

Availability Spares. Respondents Percentage


Satisfied 70 70%



Total 100 100%

Interpretation

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From the above Graph it has been observed that out 100 customer70% of the customer are satisfied with Availability of spares in showroom.

Because of spare parts are Genuine parts and Guarantee, next to these arelong performance and Good quality.

C) Attitudes of Service Provider.

Attitudes of ServiceProvider.



Satisfied 19 19%



Total 100 100%

Interpretation

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From the above graph it is evident that most of the respondents arestrongly satisfied with the attitude of the service provider ie 65% of the

Customer are highly satisfied and only 13% of the customer are not satisfiedwith attitudes of service provider. Remaining 3% of the customer is highlydissatisfied attitudes of service provider.

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

complaints Respondent Percentage

Yes 35 35%

No 65 65%

Total 100 100%

Interpretation

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

8) Percentage of purchase Spare parts.

purchase Spare parts Respondents Percentage

Showroom 78 78%

Retail outlet 22 22%

Total 100 100%

Interpretation

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

outlets.

9) Degree satisfaction about service charge

service charge Respondents Percentage

Affordable 69 69%

Costly 31 31%

100 100%

Interpretation

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

10) Level of satisfaction of Bajaj PLATINA Bike.

Satisfaction of BajajPLATINA Bike.



Satisfied 23 23%



Total 100 100%

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Interpretation

Happy news for the show room Bijjal motors from above Graph it has

observed that the majority of the customer some around 58% of thecustomer are highly satisfied with Bajaj PLATINA, 23% are satisfied with bikeand only 2% of the customer highly dissatisfied.

FINDINGSCUSTOMER SATISFACTION FOR BAJAJ PLATINA AT ILKAL

Majority of the Customer have purchased the vehicle by there priceand friends with 32% and 31% respectively. And friends is second

motivated factors which influenced the customer to purchase the bike.

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

The Bajaj PLATINA customers are satisfied with the price ie 72%.

Engine and performance of the vehicle satisfaction is 45%.

52% of the customers are satisfied with the maintenance cost 35% of

them are not satisfied, with the maintenance cost level.

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

the Bajaj PLATINA.

The cost of said that cost of spares are quite affordable 55% of the

customer are satisfied with the cost of spares.

In the study I am found that 64% of the customers are not satisfied

with the warranty service provided by showroom.

The customers are satisfied with delivery time, availability of sparesand attitudes of the service providers.

But the customers are not fully satisfied with complaint handling

procedure at bijjal motors only average customers are satisfied.

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Happy news for the showroom is that 58% of the customers are highly

satisfied that with Bajaj PLATINA bike.

From the market research it has been observed that 64% of the

customers are highly satisfied with the mileage of the bike.

RECOMMENDATIOINTO DEALER

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

The dealer can convince the non-users by taking measures like

advertising and sales people.

The Diploma Holder mechanics should be recruited in the show roomservice centre More & More promotional measures should be taken to

increase the sales.

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

The complaint solving procedure should be improved and after serviceof the bike mechanics may be get feed back from the customers about

bike.

When ever the Bajaj Company introduces new models, then theshowroom people has to arrange road shows. By doing this kind of

activities the show room can retain its old customer and try to attractnew customer.

Show room owners have to send some gifts and greetings to customers

especially in festival seasons, like yugadi festival, Deepavali, New year

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

RECOMMENDATIOIN

SUGGESTIONS TO COMPANY

By the study it is found that all most all customer of Bajaj PLATINAare satisfied, the main reason to purchase this bike is because of its

high mileage and low price it is very help full to middle income level ofgroup of people.

Auto starter should be included in the existing model

The current SNS (spring -in -spring) suspensions provide unique

protection to the bike.

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

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CONCLUSION

By seeing the performance of Bajaj PLATINA vehicle And serviceprovided by the Bijjal motors. I can conclude that it has wide market and

bright future for its sales. And also in the current market it is one of theleading vehicles. The distribution and availability of the vehicle in bagalkot

District as to be Improve Because of the Competing of the vehicle like HeroHonda, TVS are very high market share.

As per show room is concerned is having good prospects in nearfeature it is providing good service and majority of the people are satisfied

with Bajaj company vehicle.

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Part-5

ANNEXURE

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QUESTIONNAIRE

Dear sir / Madam,

I am pleased to introduce my self as MBA student of S.V.M.V.V Sangha’s Institute of Management Studies, Ilkal. I am doing my project at BijjalMotors who are authorized dealer for Bajaj . The purpose of the study is to

know “A STUDY ON CONSUMER SATISFACTION LEVEL OF BAJAJ PLATINABIKE AT ILKAL CITY”.

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

(Please mark √ for the relevant box)

1. Name: _________________

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

3. Sex: Male Female.4 :Occupation Businessman

EmployeeStudentProfessional

Other specify_____________

5. Which of the following factors influenced you to purchase BajajPLATINA Bike?

Friend’s opinion Price

Advertisement Relatives opinion

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6. Did you own any Bike previously?Name it

_______________________________________

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

8. Are you satisfied with the warranty service provided by the showroom?1) Highly Satisfied 2) Satisfied

3) Average 4) Dis-satisfied

5) Highly Dis-Satisfied

Characteristics 1 2 3 4 5

Price of the vehicles.Engine (carburetor)& performance of

vehicles.Maintenance cost.Color.

Cost of spares.

Mileage.

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9. Are you availing any paid up service for your vehicle at Bijjal Motor’s?Yes No

a) If no then state your reason

1) __________ 2) ______________ 3) _____________

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

Yes No11. Are you satisfied with information given (or) complaint solved by the

show room Service Station?Yes No

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

1_______________ 2________________

3________________

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

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

14. Your opinion about service charges?Affordable Costly

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

purchase?1. Very Good 2. Good

3. Average 3. Not Good16. Do you have any specific to Bijjal Mtors to improve customer

Satisfaction?

Character sticks HighlySatisfied

Satisfied Dis-satisfied HighlyDissatisfied

1. Deliverytime.

2. Availabilityspares.

3. Cost ofspares.

4. Attitudesof service

provider.

5. Cost of

service.

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BIBLIOGRAPHY

TEXT BOOKSMARKET MANAGEMENT

By. Philip Kotler.

MAGZINES

BUSINESS WORLD.BUSINESS TODAY.INDIA TODAY.

NEWS PAPERS

THE TIMES OF INDIA.THE HINDU.

PAMPLETS

WEB SITES

www.bajajauto.com

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Google search

custmor satisfaction Bajaj aoutomobile

Business

study scope

study objectives

high customer loyalty

studyto study

study methodologypart

saab marfin mbasas

saab marfin mba sas

bajaj company