- 1. A PROJECT REPORT ONTRADERS & CUSTOMERS SATISFACTION
TOWARDS BAJAJ ELECTRICALS LTD IN KOLKATA MARKETConducted towards
the partial fulfillment & requirement For the Award of the
Degree of Master of Business Administration.UNDER GUIDANCE OF:
CORpORAtE GUIDE:MR.hItEsh kARMR. b.N.DAsh.Asst. pROFEssORsR.
MANAGER-CUstOMER CAREMARkEtING (FACULtY)(bAjAj ELECtRICALs LtD.)
sUbMIttED bY: MR. sANDIp shANNIGRAhIREG. NO.: 1106247152bAtCh:
2011-13 Regional College of Management Autonomous,
Bhubaneswar.
2. DeclarationI, Sandip Shannigragi, hereby declare that, the
project entitledTraders and customers satisfaction on Bajaj
Electricalas Ltdin Kolkata market is submitted by me to Bajaj
Electricals Ltd.,based on a research study conducted and presented
towards thepartial fulfillment for the Award of the degree - Master
of BusinessAdministration.The report is based on my own work
experience during the one and halfmonths with the
organization.Place:Date:signature 3. CERTIFICATE FROM THE FACULTY
GUIDEThis is to certify that the project work entitled Traders and
Customers satisfaction of BajajElectricals Ltd. in Kolkata city is
a piece of work done by Mr. Sandip Shannigrahi (Reg.no.-
1106247152), student of Regional college of Management Autonomous,
Bhubaneswar(RCM), under my guidance and supervision for the partial
fulfillment of the course Master ofBusiness Administration under
BPUT .To the best of my knowledge and belief the thesis embodies
the work of the candidate himselfand has been duly completed.
Simultaneously, the project fulfills the requirements of the
rulesand regulations related to the summer internship of the
institute and I am assured that the projectis up to the standard
both in respect to the contents and language for being referred to
theexaminer. Prof. Hitesh Kar Faculty Marketing 4. TO WHOM -SO EVER
IT MAY CONCERNThis is to certify that, Mr. Sandip Shannigrahi; a
student of MBA (Marketing &Finance) bearing Regd. No.
1106247152 of Regional College of ManagementAutonomous, Bhubaneswar
has successfully completed the Summer InternshipProject from 15th
May to 30th June, 2012 under my guidance. The topic covered byhim
is Traders and Customers Satisfaction towards Bajaj Electricals
Ltd. inKolkata City.During his tenure his conduct found
satisfactory.We wish him all success for his future.For Bajaj
Electricals LimitedMr.B.N. DashSenior Manager & Head Customer
CareBajaj Electricala Limited, Kolkata, West Bengal. 5.
ACKNOWLEDGMENTIt is impossible to thank the people who have helped
me prepare my project, but I would like totake the opportunity to
express my profound gratitude and indebtedness to the following.I
am expressing my deep gratitude to Bajaj Electricals Ltd for giving
an opportunity to do aproject on Traders and Customers satisfaction
towards Bajaj Electricalas Limited inKolkata city and study under
them....I would like to thanks Mr. B. N. Dash (Senior
Manager-Customer-Care, Bajaj ElectricalsLtd. in Kolkata) for
assisting & guiding me throughout the training programme.I am
also extremely grateful to my project guide Mr. Hitesh Kar (Ast.
Prof. Marketing,RCM) for assisting and guiding me throughout the
project. I am very grateful to RCM forproviding me the opportunity
of taking up such a practical project which gave me a
firsthanduseful experience.Last but not the least; I also like to
thanks all the respondents & friends anddealers/distributors,
customers for giving me their precious time, relevant information
andexperience, without which the project would have been a
different story. SandipShannigrahi 6. TABLE OF CONTENTS 7.
EXECUTIVE SUMMARYAs the title of the project suggests, this project
is all about the study of the Traders &Customers Satisfaction
towards Bajaj Electricals Limited in Kolkata City. Traders
satisfactionis one of the most important factors for a
manufacturing company as they distribute the productsto the
customers from the company and they have direct contact with the
customers.As there is tough competition in the market of home
appliance it is very much important forBajaj Electricals to have
satisfied trade partners and Customers. A satisfied customer is an
assetfor the company who will make repeat purchase and bring new
customers.As this is all about the detail study of Home Appliances
product in KAOLKATA market, a lotof survey is conducted, by which
all the primary information about the level of satisfaction
ofdealer and customer were collected. In this process several
distributors, dealers, customers weresurveyed. All the required
secondary information is gathered from the company as well as
fromthe internet, books and journals. In order to find out the
Brand & their price preference, servicelevel, product quality,
margin, promotional offer, after sale service they want from the
company, 8. a questionnaire has been prepared. The questionnaire
for the existing dealers and customers willhelp to interpret the
satisfaction level of Traders & Customers. At last by analyzing
the responseof the questionnaire by different charts and we can
draw a conclusion about the Traders andCustomers Satisfaction
towards Bajaj Electricals. CHAPTER 1INTRODUCTION: Marketing is
essentially about marshalling the resources of an organization so
that theymeet the changing needs of customers on whom the
organization depends. As a verb, marketingis all about how an
organization addresses its markets. Marketing is The management
process which identifies anticipates and suppliescustomer
requirements efficiently and profitably. Marketing is a total
system of interesting business activities defined to Plan,
piece,promote and distribution want satisfying products &
services to present and potentialconsumers - William. J.Stantion
Marketing is the performance of business activities that direct the
follow of goods andservices from the producer to the consumer or
user 9. - American Marketing Association A social and managerial
process, by which individuals and groups obtain what they needand
want, through creating and exchanging product and value with
others. Customer satisfaction begins with a difficult faith; it
starts with a commitment to deliver theresult for each customer
which is also a concern of the dealers. Hence for a
manufacturingcompany, in order to satisfy its customers, it is
highly important to satisfy its dealers, as they arethe direct
customers to them. Establishing satisfaction as the ultimate goal
is like the otherultimate goals of business pursuit of higher
profits or shareholders wealth. Perfect dealer serviceor
satisfaction is one that meets the combined need satisfaction is a
systemized service thatinvolves the entire organization. But many
organizations have yet to develop this kind ofawareness of dealer
satisfaction strategy. Dealer Satisfaction begins with the
following specific assumptions about companysrelationship with the
customers. 1. The dealer service activities focus mainly on
existing dealers. 2. Some dealers are more important than others 3.
They are the assets. 4. The dealer is always specific. 10. The
dealer needs and value should influence every aspect of the
organization strategy,employee safety and performance, product and
organization strategy, employee safety andperformance, product and
service development, sales and marketing programs,
operationalprocedures and information and measurement system.
Understanding the dealer is critical to the success of any customer
focus initiative, thefirst step in understanding the dealers is to
listen to them. A company needs to hear what itsdealers are saying
about its people, product service and vision. Their information
helps todevelop meaningful product and service. Organizations need
to listen to their dealer satisfied, dissatisfied neutral and
prospective.As one company executive said, talking to a satisfied
customer is talking to myself. In the past, dealer satisfaction and
service was the responsibility of a separateorganization that
supported the dealer primarily after the sale. Today, service is
also likely to beinterested with the every product accompany
offers. High dealer satisfaction comes from providing effective
services. But giving that serviceis a continuous activity. It means
being efficient, reliable, courteous, curing and professionalevery
time. 11. NEED OF THE STUDYAs there are a large number of dealers
dealing with Bajaj Home Appliances Products,the study was conducted
to know the dealers satisfaction towards Bajaj Electricals.This in
turn enables the company to enhance its stringent competitiveness
in the HomeAppliances market. 12. Also this study was conducted to
know the satisfaction level of the customers who areusing Bajaj
Home Appliances Products as customer satisfaction provides a
leadingindicator of consumer purchase intentions and loyalty. Also
it helps to gain newcustomer and retention of existing customer.
OBJECTIVE OF THE STUDYObjectives are the end towards which activity
aimed; the end result to be achieved. Noenterprise or an
organization can accomplish its task until it has some defined
objective. 13. Likewise no research work can carried out until and
unless it has some objective. The objectiveof my research study is
based on the criteria which are follows:- To find out dealers
satisfaction level with Bajaj Electricals Limited. To find out
factors influencing dealers to deal with Bajaj Home Appliances
Products. To identify dealers suggestions with respect to Bajaj
Electricals Limited. To know the satisfaction level of customers
towards Bajaj Home Appliances Products. To know the customers
preference on which basis they choose a brand. To know importance
of after sales service for satisfaction of customers. To find out
if there is any need of changing products attributes. To identify
customers suggestions with respect to Bajaj Home Appliances
Products.SCOPE OF THE STUDY1. This project study is carried out for
academic purpose and for partial fulfillment of MBAdegree.2. Scope
of my study is limited to the geographical area of Kolkata. 14. 3.
The study is concerned with the service quality of Bajaj for
satisfaction of its dealers andcustomers.4. All findings and
recommendations are based on the analysis of dealers &
customers opinion.5. The data available from Bajaj dealers and
customer helped company to make necessarychanges in product and
their service. LIMITATIONSThe project suffers from the following
limitations due to the inherent and restrictive nature ofthe study
undertaken:1. Project duration is very short to carry out such a
project work. 15. 2. The study was limited to the geographical area
of Kolkata.3. The sample size is limited.4. Getting accurate
information from the respondents due to their inherent problems.
They maybe partial or refuse to co-operate.5. Concern person of
shop keeping in charge will always change, so that their assessment
of theproduct and the relationship with the company officials could
not be adequate.. 16. CHEPTER 2 RESEARCH METHODOLOGY BRESERCH
METHODOLOGYResearch methodology describes how the research study
was undertaken. This includes thespecifications of research design,
source of data, method of data collection, the sampling methodand
the tools used: 17. GEOGRAPHICAL AREA:The study is conducted in
Kolkata City.PERIOD OF COVERAGE:The duration of project work is
about 45 days.RESEARCH DESIGN:The research design used in this
project by the researcher is the descriptive
researchdesign.Descriptive research design: Determining the
relationship between two are more variables. It is well structured.
It is more economical, we can gather more information. Problems can
be found after the questionnaire preparation. It needs less
time.SAMPLE DESIGN:Population: Population for this research is set
of dealers and customers those who are dealingwith Bajaj Home
Appliances Products in Kolkata City. Sample units: 18. The sampling
units used by the researcher for this research, are those who
aredealing Roots Auto Products. Sample size:The number of samples
collected by the researcher is 20 dealers and 30customers. Sampling
procedure / Sampling method:The sampling method used for this study
is non-profitability conveniencesampling, which is selected
according to the easy and convenience of the researcher.METHOD OF
DATA COLLECTION: Primary data: The researcher collected both by
direct survey from the retailers through questionnaire &
interview schedule. The researcher used structured non-disguised
questionnaire.Secondary data:Here the researcher collected
secondary data from the company profile, industryprofile and
official web sites.RESEARCH INSTRUMENT: 19. Research instrument
used for data collecting is questionnaire and interviewschedule.
Questionnaire The questionnaire is prepared in a well-structured
and non-disguised form so thatit is easily understandable and
answerable by everyone. The type of questions include in
thequestionnaire are open-ended questions, multiple choice
questions and dichotomous questions.Interview Schedule The
interview method of collecting data involves presentation of
oral-verbalstimuli and reply in terms of oral-verbal responses.
Then the responses are filled up in thequestionnaire, for further
analysis.STASTICAL TOOLS USED FOR ANALYSIS: The researcher carries
out analysis through various statistical tools. The
statisticalanalysis is useful for drawing inference from the
collected information. Simple percentage analysis. Cross -
Tabulation 20. CHAPTER - 3COMPANY PROFILE INTRODUCTION 21. The
bajaj group of India owes immense gratitude to their founding
father whose visionand dedication over the years has greatly helped
to build a business house that can setstandard in Indian
industry.Jamnalal Bajaj was the founding father of the Bajaj Group.
The adopted fifth son of MahatmaGandhi, and the merchant prince who
held the wealth he created in trust for the people ofhis country,
Trust - a simple word that contains a whole philosophy handed down
byJamnalal Bajaj to his successors. He valued honesty over
profit.kamalnayan Bajaj, elder son of Jamnalal Bajaj, followed
footsteps of his illustrious father andconsolidated the Bajaj
foundation. With characteristic foresight and pragmatic; vision,
helaunched a steady diversification programme which gave the
current name "Bajaj" both its 22. shape and size. His unique
management style created a work culture that matched well with
thenational spirit he had inherited.Ramkrishna Bajaj took over the
reins of the "Bajaj group" in 1972 after Kamalnayan Bajaj
andsteered the Group from strength to strength for over 22 years.
He had also actively participated inthe freedom struggle of the
country. In post independent India, he had led the youth
movement.Shekhar Bajaj, Chairman & Managing Director of Bajaj
Electricals Ltd., started his career withBajaj Sevashrarn after
which he worked at Bajaj International, the groups export company.
Mr.Shekhar Bajaj joined Bajaj Electricals in 1980, became the
Managing Director in 1987 and tookover as the Chairman and Managing
Director in 1994. .People dont just bring their brains to work:
they also bring their hearts and soul. They want tofeel passionate
about what they are doing and be a part of whatever is great. We at
BajajElectricals Limited, recognize this truism and seek out and
strike a dialogue straight with the 23. hearts and souls) of our
employees. Here is a quote from Mr. Shekhar Bajaj, our Chairman
andManaging Director -"Every individual has the potential to
perform if he or she gets proper motivation, the rightopportunity
and the freedom to work. In the long run success is achieved when
ordinarypeople perform extraordinarily. It is important to keep an
open mind rather than drawingpreconceived impressions about people.
More often that not, such impressions will beproven wrong."Faster,
Higher, Stronger - is our maxim, our way of individual and
organizational performance.This is how we managed a successful
business turnaround in Bajaj Electricals Ltd - with andthrough each
one of our employees. And not only our excellent brand of products,
our peopleprovide an excellent competitive advantage to us.We are
looking at collaboration for our luminaries business through a
licensing agreement as thereis a need for technologically superior
products which are state-of-the art. We are in advanceddiscussions.
I cannot disclose anything further at this stage," Bajaj
Electricals chief operatingofficer and president R Ramakrishnan
said. 24. The luminaire business is one of the five special
business units (SBUs) of the company. Theothers are appliances,
pans, lighting and the engineering business. Bajaj Electrical
luminaires findapplications in the engineering, power, steel,
cement, fertilizer, chemical and petrochemicalsectors.Earlier,
Bajaj Electricals had entered into a licensing agreement with
Morphy Richards of theUK for its irons. This tie-up also entails a
technology transfer.The company is targeting revenues of Rs 1,500
crore by the year 2009-10."The biggest contributor to this will be
the engineering business. Till recently, wewere only into the
manufacture of power transmission towers. Now, we will be
installingthem too," Mr Ramakrishnan added. The engineering and
projects business is also the fastestgrowing business.This business
has an order book of over Rs 150 crore and has grown by over 85%,
seniorcompany executives said. The company clocked net sales of Rs
505.26 crore in the last fiscal andis expected to add around 25% to
its top line this fiscal, he said. The company which had been 25.
facing tough times a few years back has bounced back after the
implementation of arestructuring exercise.This entailed the
reorganization in to five SBUs, brand building, and a growth of
revenues.Last year, the company also came out with a rights issue
at premium of Rs 15 per share. Further,the company also of out of
the die-casting business by giving a VRS at the plant, selling
thedevelopment rights of the land and entering into a non-compete
clause with a competitor.Revamp helps Bajaj Electricals Turn
AroundHindu Business lineJanuary 31, 2005K. GiriprakashV. K.
VaradarajanBangalore Jan 30, 2005: BAJAJ Electricals has
restructured its entire operations, includingshutting down some of
its loss-making ventures, as part of its plans to turnaround
thecompany.Bajaj Electricals President and Chief Operating Officer,
Mr R. Ramakrishnan, told BusinessLine that the restructuring has
helped the company to turnaround and now it expects to doubleits
revenues to about Rs 1,000 crore within three years. The company
hopes to end the currentfiscal with a revenue of around Rs 730
crore, an increase of 20 per cent over fiscal 2008-09. 26. Mr
Ramakrishnan said it had roped in Accenture Consulting to chart out
a turnaround forthe company. As per the new plan, Bajaj Electricals
dropped its matrix structure for itsorganisation in favour of
separate business units for each of its businesses.It now has five
separate business units - engineering and projects, luminaire,
appliances, fansand lighting. "Each of these units compete as
separate businesses with its, competitors," MrRamakrishnan said.
The company also got rid of unviable businesses.For example, it
shut down its diecast operations and offered VRS to 180 people. It
also soldsurplus land of the unit.He said the company also went in
for financial restructuring by swapping high cost funds withlow
cost long-term debt. The banks too have lowered interest cost and
increased themoratorium for another two years.The company plans to
invest about Rs 20 crore, spread over the next fiscal, to double
theexisting capacity in its engineering unit to execute its Rs 160
crore worth of fresh order fromPowergrid Corporation for erection
and commissioning of power transmission tower.Mr Ramakrishnan said
the engineering unit, which registered a growth of 88 per cent over
thelast fiscal, is expected to outpace other business units. The
company expects about 25 per cent ofits revenues to come from its
engineering business, he said. 27. Mr Ramakrishnan said with the
Power Grid according thrill the status of approved EPCcontractors,
it expects bigger orders from the power company. He pointed out
that with anestimated investment proposal of Rs 75,000 crore by
Powergrid Corporation, there was ahuge opportunity for the
company.Mr.Ramakrishnan said the company had entered into a
licensing arrangement with Trilux, aleading European luminaries
brand and a market leader in lighting in Germany. Thetie-up, though
is aimed to market the products to premium segments in the country,
couldlead to manufacturing Trilux products in the long term.Bajajs
own products to provide full spectrum of lighting products, he
said. Similarly, Bajajstie-up with UKs leading small appliances
brand Morphy Richards had helped it to positionitself in the
premium end of the market.Mr Ramakrishnan said Bajaj Electricals
has a market share of between 15 per cent and 20 percent in the
appliances segment, 20 per cent in luminaries and 10 per cent in
lighting.The company has also been able to take on the unorganized
sector by offering competitivepricing of its products in the lower
end. "Our China sourcing strategy has helped us to buyfrom the
worlds best without compromising on the quality of the products,"
28. Bajaj Electricals Keeps on Shining More...Bajaj Electricals
Limited (BEL) is a part of the "Bajaj Group" of India w ho are in
thebus ines s of s teel, s ugar, tw o wheelers & three
wheelers. Bajaj Electricals is wellestablished in their range of
products such as lamps & tube lights, luminaires,
smallhousehold appliances, ceiling fans & table fans and
turnkey engineering services. Thecompany has been in existence for
the last 60 years and has steadily grown and expandedits business
both in domestic and international markets.Bajaj Electricals has 20
branch offices and 4 regional offices spread in different parts
ofthe country besides being supported by a chain of about 600
distributors, 2500authorised dealers, over 60,000 retail outlets
and over 200 service franchiseesBEL today has five major business
units comprising of lighting, luminaires, electricfans, home
appliances, turnkey engineering projects. BELs export activities
are wellsupported through its International division. The Company h
as recently forayed intoelectric power generation through wind
energy in its quest to reduce the depletion of fossilfuels and
preserved the environment.Total Quality Management (TQM) has taken
roots in some important business processesof the Company. Few
business units of the company have already received ISO
Certificationswhile the other BUs are on the anvil to obtain the
same. 29. PRESS NEWSTimes of India January 22, 2008Bajaj
Electricals has reported a 93.8 percent rise in its net profit for
the third quarterended December 31, 2007 at Rs 4.75 crore as
against Rs 2.45 crore in the correspondingperiod of last fiscal.
Revenues from operations during the quarter were higher at Rs
170crore as against Rs 126 crore i n the same period of
2007-08.Leading the WayCorporate DossierEconomic TimesJanuary 14,
2008Shekhar Bajaj, Chairman & MD, Bajaj Electricals Ltd.A
leader sets an example for others to emulate, and hence must be a
high-levelperformer. Hes also respected by subordinates and
colleagues, alike. He mustembody honesty, integrity and
trustworthiness.A leader is knowledgeable and well read and must
guide and empower his subordinates toperform their best. 30.
VISION, PHILOSOPHY AND VALUES We aim to bring greater happiness to
our customers, through our productsand services, while continuously
enhancing stakeholder value.Trust builds QualityQuality builds
SatisfactionSatisfaction builds Relationship Relationship builds
Trust We believe in Inspiring TrustBuild Trust: We will conduct all
our business dealings with fair and ethical business practicesand
strive to build trust in the minds of all our stakeholders.Belief
in Excellence: We believe in setting higher levels of Excellence in
all our actions and willrecognize and reward the excellence
achieved by our team members. 31. Delighting Customers: We will
delight our customers by providing them world-class productsand
services and thereby enhance their quality of life.Ensuring
Accountability : We will work in a transparent, performance
oriented environment anddefine clear accountability for our
employees, while empowering them to achieve theirperformance goals
with speed and efficiency.Encouraging Teamwork : We will ensure
dignity and respect for the individual whileencouraging
Teamwork.Personal Growth : Every employee will be enabled to learn
at the work place with significantopportunities for Personal Growth
and Contribution to the organization. 32. .PRODUCT PROFILE Bajaj
Storage Water Heater Energy Efficient Horizontal 10 year guarantee
on copper tank 30% energy savings over ISI norms 2 year
comprehensive guarantee includingheating element Available in 10
litre capacityGX 10 Powerful motor : 550 watts, 18000 rpm 5 year
guarantee on motor 3 stainless steel jars Unbreakable polycarbonate
jar handles Cord winder Overload protectorDX 5Multiple, adjustable
temperature levelsThermal fuse for additional safetyPilot light for
thermostat operationSwivel cord outletLarge Sole PlateNon stick
coated sole plate 33. Cordless Kettle 1 Litre1 Litre
capacityCordless operation for easy serving andsafetyAuto shut
offExternal water level indicator on bothsides Self illuminating
transparent switchAqua NaturaleMakes drinking water healthy and
safe throughseven stages of purification. Its a completelynatural
process. In fact, its the only purifier thatworks without any
resins. And without anyelectricity. Whats more, it doesnt require
acontinuous flow of water supply.The water that you drink is not
only cleaned andsterilized but also made healthier through
theaddition of valuable minerals. Result: Healthy,refreshing water.
Just as nature gives you.Coolest RC 2004 RotochillMade up of an
attractive, corrosion-freeengineered, thermoplastic material for
durableperformance Latest state-of-the-art design Sleek and all new
ultra modern looks Extra tough motor Uniform water distribution
Water level indicator 34. AX 4 4 brass burners with Stainless Steel
body High efficiency burners Extra wide top accommodating large
vessels Available for LPG and PNG with 5 year guarantee 1600 T3 16
Litre Capacity Stainless Steel inner chamber Keep Warm Function
0-60 minutes timerAquatherm Instant Gas Water Heater Oxygen
depletion monitor LED indicator for temperature Auto Shut Off 20
minute timer 35. Majesty Heat Convector RX10 Office LocatorHead
OfficeRegistered OfficeCompany Showroom51, Mahatma Gandhi
Road45/47, Veer Nariman Road World of Bajaj ElectricalsFort Fort
Bajaj BhavanMumbai - 400023Mumbai - 400023Nariman PointPhone -
22043780, 22043733 Phone - 22043841, 22045046 Mumbai - 400021Fax -
22828250 Fax - 22851279 Phone - 22023626 36. MARKET
SHAREShareholding PatternAs on 31st December, 2008Under Clause 35
of the Listing AgreementACategoryNo. of Of1Promoters
holdingShareShareholding Promoters*held Indian Promoters5693850
65.88 Foreign Promoters NilNil2Persons acting in 1044401.21
concert#579829067.09 Sub Total:BNon-Promoters holding
Nil3Institutional Investors Nila(i) Mutual Funds500 0.01a(ii)Unit
Trust of India 150 0.00b(i) Banks 66870.08b(ii)Life
Insurance7460108.63b(iii) Corporation of India1080001.25 Oriental
Insurance Company Ltd.NilNilCFlls Sub
Total:8613479.974OthersAPrivate Corporate 3892984.50 Bodies 37. B
Indian Public 1567010 18.13C NRIs/OCBs 5905 0.07D Any Other Non
5430 0.06E Resident156000.18Foreign CompaniesSub Total:1983243
22.95Grand Total:8642880 100.00as defined in Regulation 2(h) of
SEBI (Substantial Acquisition of Shares and Takeovers)Regulation,
1997. The promoters holding shall include all entities in the
promoters group-individual or body corporates.#as defined in
Regulation 2(e) of SEBI (Substantial Acquisition of Shares and
Takeovers)Regulations, 1997.Note:1. Total Foreign shareholding
including Foreign Promoters, Fils, NRIs/OCBs ForeignBanks, Foreign
Nationals and GDR & ADR holdings is 26935 i.e. 0.31% of the
total issuedequity capital.Shareholding Pattern as on 31st
December, 2008 Under Clause 35 of the Listing AgreementPersons
Holding more than 1% of the shares of the Company 38. SL. Name of
Shareholder No. ofToNo. Share equityA 1. Promoters: capital1
Jamnalal Sons Pvt. Ltd. 1429541 16.542 Bajaj Auto Ltd. 1719676
19.903 Hind Musafir Agency Pvt. Ltd. 200000 2.314 Bajaj
International Pvt. Ltd. 200000 2.315 Shri Shishir Kamalnayan 136400
1.586 Bajaj 114000 1.32Shri Rahulkumar Kamalnayan7 Bajaj 190680
2.21Shri Shekhar Bajaj8 Shri Madhur Bajaj 907861.059 Shri Anant
Bajaj175366 2.03B 2. Foreign Promoters: Nil NilNon-Promoters
holding: Nil Nil3a. Mutual Funds & UTINil Nil3b. Banks8.63Life
Insurance Corporation746010of India 1.25Oriental
Insurance108000Company Ltd.Nil Nil3c. FllsNil Nil4a. Private
Corporate BodiesNil Nil4b. Indian Public Nil Nil4c. NRIs/OCBs Nil
Nil4d. Any Other - Non ResidentNil Nil4e. Foreign Companies 39.
CHAPTER 4ANALYSIS & FINDINGS 40. 1. How long you are dealing
with Bajaj Products?Years dealing with Bajaj No of dealers1-3
years44-7 years58-10 years 7Above 10 years 4INTERPRETATION: Out of
20 dealer 11 are associated with Bajaj for more than 8 years
andBajaj has also gain 9 dealers in the last 7 years. 41. 2. Are
you dealing with other companies?Response Number of dealersYES18NO
2INTERPRETATION: 18 dealers of Bajaj dealing with other companies
and only 2 areexclusively dealing with Bajaj. 42. 3. How do you
feel about Quality of BAJAJ product?SATIS FACTION LEVEL DEALERSVery
good 6Good11Satisfactory3PoorInterpretation: Out of 20 dealers 6
said very good, 11 said good and 3 said satisfactory about
thequality of Bajaj Products. 43. 4. Which factors enebles you to
be the dealers of BAJAJ Products?FACTORS DEALERSPromotion 1Schemes
1Company Policy3Margin9Band Name 6 44. 5. How do you rate Price of
Bajaj products?PRICE LEVEL DEALERSVery High 0High3Average 12Low 5
45. 6. What do you feel about credit period given by BAJAJ?SATIS
FACTION LEVELDEALERSVery good3Good 11Satisfactory 5Poor 1 46. 7.
How do you rate Promotional Activities taten by Bajaj?SATIS FACTION
LEVEL DEALERSVery good 3Good8Satisfactory5Poor4 47. 8. What type of
promotional activity do you prefer with
Bajaj?PreferenceDEALERSDiscount9Gift6Prize Offer 4Others1 48. 9.
Whether the expected quantity of Bajaj is supplied to you in
time?ResponseNumber of dealersYES 16NO4 49. 10. What do you feel
abut the employees dealig with you in Bajaj?SATIS FACTION LEVEL
DEALERSHighly Satisfied2Satisfied 9Average 5Dissatisfied4 50. 11.
What are the factors that you expect from Bajaj?FactorsNumber of
DealersPromotional Sales7Follow- up 3Scheme 4Service3Credit
Facility3 51. 13. Do you recommend your customers about Bajaj
Products?Response DealersYES14NO 6 52. 14. What do you feel about
after sales service given by Bajaj?SATISFACTION LEVEL NUMBER OF
DEALERHighly Satisfied 1Satisfied7Moderate 5Dissatisfied 7 53. 15.
How satisfied are you with the speed of processing your
orders?Level of Satisfaction Number of DealerHighly
Satisfied5Satisfied 10Moderate4Dissatisfied1 54. 16. How Satisfied
are you with the accuracy of Processing your orders?Level of
Satisfaction Number of DealerHighly Satisfied7Satisfied
9Moderate3Dissatisfied1 55. 17. How satisfied are you with our
ability to provide you with the approprite paperwork that youneed
for doing business?Level of SatisfactionNumber of DealerHighly
Satisfied 5Satisfied9Moderate 4Dissatisfied 2 56. 18. How satisfied
are you with the responsiveness of our Customer Service Team to
your needs?Level of SatisfactionNumber of DealerHighly Satisfied
2Satisfied6Moderate 7Dissatisfied 5 57. 19. How satisfied are you
with the technical expertise of our technical support group?Level
of SatisfactionNumber of DealerHighly Satisfied 1Satisfied6Moderate
8Dissatisfied 6 58. 20. How satisfied are with the packaging our
products with respect to maintaining damage freeproducts?Level of
Satisfaction Number of DealerHighly Satisfied8Satisfied
6Moderate5Dissatisfied1 59. CUSTOMER SATISFACTION RESULTIn my
survey I have talked with 30 Customers to know the satisfaction
level towards the BajajHome Applience Products & to know
suggestions to improve products and services of BajajElectricals
Limited.2. Which factors do you consider most before purchasing
products?AttributesCustomerProduct Quality 21Fuctionality18Price
24Durability26Service Quality 19Brand Name14 60. 3. Are you
satisfied with the product you are using?SATISFACTION LEVEL
CUSTOMER% OF RESPONDENTHighly Satisfied 6 20%Satisfied1653%Moderate
5 17%Dissatisfied 3 10% 61. 4. Are you satisfied with the price of
your product?SATISFACTION LEVEL CUSTOMER% OF RESPONDENTHighly
Satisfied 2 7%Satisfied1447%Moderate 1033%Dissatisfied 4 13% 62. 5.
Are you satisfied quality of your product?SATISFACTION LEVEL
CUSTOMER % OF RESPONDENTHighly Satisfied 620%Satisfied13
43%Moderate 517%Dissatisfied 620% 63. 6. Are you satisfied with the
design of your product?SATISFACTION LEVEL CUSTOMER % OF
RESPONDENTHighly Satisfied 420%Satisfied17 43%Moderate
617%Dissatisfied 320% 64. 7. Do you agree that your product of
Bajaj bears the latest technology?Response Number of Customers % of
CustomersYES1860%NO 1240% 65. 8. Have you been offered any warranty
card with your product?ResponseNumber of Customers % of
CustomersYES 30100%NO0 0% 66. 9. Are you satisfied with the
warranty period offered by Bajaj?SATISFACTION LEVEL CUSTOMER % OF
RESPONDENTHighly Satisfied 414%Satisfied17 56%Moderate
620%Dissatisfied 310% 67. 10. Have you come across any problems
while using the product?Response Number of Customers% of
CustomersYES18 60%NO 12 40% 68. 11. Have you lodged any complaint
about the problem/defect in your product?ResponseNumber of
Customers% of CustomersYES 20 67%NO10 33% 69. 12. Within how much
time your complaint has been resolved?SATISFACTION LEVELCUSTOMER %
OF RESPONDENTOn the same day 517%Within two days 620%Within three
days 723%More than three days12 40% 70. 13. Are you satisfied with
the After Sale Service of your product?SATISFACTION LEVEL CUSTOMER%
OF RESPONDENTHighly Satisfied 4 13%Satisfied8 27%Moderate 6
20%Dissatisfied 1240% 71. 14. Are you satisfied with the time taken
by Bajaj to deliver your product after servicing?SATISFACTION LEVEL
CUSTOMER% OF RESPONDENTHighly Satisfied 1240%Satisfied1033%Moderate
6 20%Dissatisfied 2 7% 72. 15. Are you satisfied with the time
taken by Bajaj to replace your product?SATISFACTION LEVEL CUSTOMER
% OF RESPONDENTHighly Satisfied 640%Satisfied10 33%Moderate
620%Dissatisfied 87% 73. 16. Are your dealer provides Post Sales
service?Response Number of Customers % of CustomersYES2273%NO 8 27%
74. 17. Are you satisfied with the post sales services provided by
your dealer?Response Number of Customers% of CustomersYES16 53%NO
14 27% 75. 18. How satisfied are you with the responsiveness of our
Customer Service team to your need?SATISFACTION LEVELCUSTOMER% OF
RESPONDENTHighly Satisfied6 20%Satisfied 1654%Moderate7
23%Dissatisfied1 3% 76. 19. How satisfied are you with the
technical skill of our technician?SATISFACTION LEVEL CUSTOMER% OF
RESPONDENTHighly Satisfied 1034%Satisfied1653%Moderate 3
10%Dissatisfied 1 3% 77. 20. How satisfied are you with the speed
in which problems were resolved?SATISFACTION LEVELCUSTOMER% OF
RESPONDENTHighly Satisfied2 7%Satisfied 1033%Moderate8
27%Dissatisfied1033% 78. CHAPTER - 5FINDINGS, SUGGESTIONS &
CONCLUSION 79. FINDINGS1. From the detail analysis it is found that
dealers are satisfied to doing business with Bajaj inKolkata
Market.2. More than 60% of dealers are doing business for a long
time and also it has increased itsdealers in recent years.3. Most
of the Bajaj dealers are dealing with other electrical companies.4.
Most of the dealers happy with the product quality and price of
Bajaj Electricals Products.5. Dealers are unhappy with the
promotional activity taken by Bajaj, they recommend moresales
promotional activity in dealers level also more advertisement to
gain new customers.6. Dealers are not satisfied with the after
sales service provided by Bajaj, it is found thatdelivery schedule
is not maintained by Bajaj.7. Dealers are satisfied with the speed,
accuracy, paperwork while processing orders.8. From my survey it is
found that most of the customers of Bajaj are satisfied with the
qualityprice and design of the product which they are using.9.
About 40% of customer said that the products of Bajaj do not bears
latest technology.10. Customers are very satisfied with the
warranty period offered by Bajaj.11. As far as customer complaint
is concerned 33% customers have lodged complaint aboutproblem in
their product and 40% responded that their complaint has been
resolved after threedays12. Many customers are not satisfied with
the After Sale Service provided by Bajaj. 80. SUGGESTIONS Bajaj
should maintain good relationship with the dealers. Bajaj should
provide more promotional scheme to its dealers and increase its
promotional activities. Bajaj should give more advertisement as it
lacks in advertisement and sales promotional activities. Company
should improve After Sale Service and delivery schedule as it is
very important for dealers and customers satisfaction. Though
product quality is good company should introduce more products with
latest technology and improve features. Bajaj should reduce the
complaint resolution time for improve customer satisfaction. There
is a need of further quality improvement. 81. CONCLUSIONAs there is
very tough competition in the market it is becoming more important
to have satisfiedtrade partners and customers to stay in market and
to retain and gain new customer and for thegrowth of the company.
Bajaj is competing with many established Indian and global brands
andhas mostly achieved in satisfying its customers as well as
dealers. It is evident from this studyand Bajaj is advised to
maintain its Quality and improve its service and products. The
study hasbeen successful in knowing the Traders and Customers
satisfaction towards Bajaj ElectricalsLimited, in Kolkata. 82.
QUESTIONNAIRESA Study on DEALERS SATISFACTION of BAJAJ ELECTRICALS
LTD, in KOLKATAarea.QuestionnaireName:Address:1. How long you are
dealing with BAJAJ products?1-3 years 4-7 years8-10 years above 10
years2. Are you dealing with other companies? Yes NoIf Yes,
specifyBRANDSCROMPTONHAVELLSUSHABAJAJKHAITANPOLAROTHERS 83. 3. How
do you feel about Quality of BAJAJ products? Very GoodGood
SatisfactoryPoor4. Which factor enables you to be the dealer of
BAJAJ products? PromotionSchemes Company Policy Margin Brand Name5.
How do you rate Price of BAJAJ products compared with the following
competitors?BRANDSVery High High Average
LowCROMPTONHAVELLSBAJAJBAJAJKHAITANPOLAR6. What do you feel about
credit period given by BAJAJ? Very Good GoodSatisfactory Poor7. How
do you rate the Promotional Activities given by BAJAJ? Very Good
GoodSatisfactory Poor 84. 8. What type of promotional activity do
you prefer with BAJAJ products? Discount Gift Prize
OffersOthers(Specify) ..9. Whether the expected quantity of BAJAJ
products is supplied to you in time?YesNo10. What do you feel about
the employees dealing with you in BAJAJ? Highly SatisfiedSatisfied
Average Dissatisfied11. What are the factors that you expect from
BAJAJ? Promotional Sales follow-up Scheme Service Credit Facility
Others12. Do you have any complaints about BAJAJ products?YesNo If
Yes, specify the reason, Delivery of goods Quality of productsAfter
sales servicePricing 85. 13. Do you recommend your customers about
BAJAJ products? YesNoIf No, specify the reason,14. What do you feel
about after sales service given by BAJAJ? Highly Satisfied
Satisfied Moderate Dissatisfied15. How satisfied are you with the
speed of processing your orders?Highly
SatisfiedSatisfiedModerateDissatisfied16. How satisfied are you
with the accuracy in processing your orders?Highly Satisfied
SatisfiedModerateDissatisfied17. How satisfied are you with our
ability to provide you with the appropriate paperwork
i.e,acknowledgement, packing list etc that you need for doing
business with us?Highly SatisfiedSatisfiedModerate Dissatisfied18.
How satisfied are you with the responsiveness of our Customer
Services team to yourneeds? Highly Satisfied Satisfied 86. 19. How
satisfied are you with the technical expertise of our technical
support groupHighly SatisfiedSatisfied Moderate Dissatisfied20. How
satisfied are with the packaging our products with respect to
maintaining damage freeproducts? Highly
SatisfiedSatisfiedModerateDissatisfied21. Do you have any
suggestions to improve the quality of BAJAJ products? Yes NoIf Yes,
specify. 87. Dear Customer:Questionnaire on Customer Satisfaction
about Bajaj Electricals:Name:Address:Occupation:(1) Business (2)
Salaried employee (3) Professional (4) Others: - Retired Housewife
Student Gender: Male Female Age group: 50 1. Which household
appliances do you use? (You can choose more than one)(a) Iron (b)
Mixer Grinder (c) Water Heater (d) Cooler (e) Microwave Oven(f)
Fans2. Which factor(s) do you consider most to purchase the
products? (You can choose more thanone)(a)Product Quality(d)
Durability(b)Functionality/Features (e) Service Quality(c)Price(f)
Brand Name(g) Others3. Are you satisfied with the product you are
using?Highly SatisfiedSatisfiedModerate Dissatisfied4. Are you
satisfied with the price of your product?Highly Satisfied
SatisfiedModerateDissatisfied5. Are you satisfied with the quality
of your product?Highly Satisfied SatisfiedModerateDissatisfied6.
Are you satisfied with the design of your product?Highly Satisfied
SatisfiedModerateDissatisfied7: Do you agree that the product of
Bajaj bears the latest technology products? (a) Yes(b) No8. Have
you been offered any warranty card with your product? (a) Yes (b)
No 88. 9. Are you satisfied with the warranty period of offered by
Bajaj?Highly SatisfiedSatisfiedModerate Dissatisfied10. Have you
come across any problems while using the product? (a) Yes (b) No
11. Have you lodged any complaint about the problem/defect in your
product?(a) Yes (b) No 12. Within how much time your complaint has
been resolved? (Give TICK mark)(a) On the same day(b) Within two
Days(c) Within three days(d) More than three days13. Are you
satisfied with the after sales-service of your product?Highly
SatisfiedSatisfiedModerate Dissatisfied14. Are you satisfied with
the time taken by Bajaj to deliver your product after
servicing?Highly Satisfied SatisfiedModerate Dissatisfied15. Are
you satisfied with the time taken by Bajaj to replace your
product?Highly Satisfied SatisfiedModerate Dissatisfied16: Are your
dealer provides Post sales services? (a) Yes(b) No17: Are you
satisfied with the post sales services provided by your dealer? (a)
Yes(b) No18. How satisfied are you with the time taken to respond
to telephone enquires?Highly SatisfiedSatisfiedModerate
Dissatisfied19. How satisfied are you with the politeness of
staff?Highly SatisfiedSatisfiedModerate Dissatisfied20. How
satisfied are you with the technical skill of our technician?Highly
SatisfiedSatisfiedModerate Dissatisfied 89. 21. How satisfied are
you with the speed in which problems were resolved?Highly
SatisfiedSatisfiedModerateDissatisfied22. Would you recommend
others to use the product you are using?(a) Yes (b) No23. Do you
have any suggestion?If Yes, then specify 90. 21. How satisfied are
you with the speed in which problems were resolved?Highly
SatisfiedSatisfiedModerateDissatisfied22. Would you recommend
others to use the product you are using?(a) Yes (b) No23. Do you
have any suggestion?If Yes, then specify