Major Project Report

On

“CUSTOMER SATISFACTION TOWARDS BAJAJ BIKES”

Submitted In Partial Fulfillment

Of the Requirement

Of Bachelor of Business Administration

Submitted By:

Internal Guide Name of the student

Name ENR NO.: 07950501711

Designation: Batch:

                                                                                                     BBA 3rdyear(5thsem)           

                                                                                            

                                                                  Submitted To:

BanarsidasChandiwala Institute of Professional Studies, Dwarka, New Delhi

(Affiliated to Guru Gobind Singh Indraprastha University)

CERTIFICATE

This is to certify that the project work done on “--------Title----“ Submitted to Guru Govind

Singh Indraprastha University, Delhi by --------Name of the student----- in partial fulfillment

of the requirement for the award of degree of Bachelor Of Business Administration, is a

bonafide work carried out by him/her under my supervision and guidance. This work has not

been submitted anywhere else for any other degree/diploma. The original work was

carriedduring --------to ----- .

Date: Name of the guide

Designation:

Table of Contents

CHAPTER

S

TOPIC PG.NO

1 Executive Summary

2 Plan of the Research

1. Introduction

2. Objective of the study

3. Literature Review

3 Company Profile (with its SWOT Analysis)

4 Research Methodology

Universe & Sources of data

Sample size

Methods of data collection- testing of questionnaire

Tools and techniques of analysis

Instrument used

5 Data collection and Analysis

6 Findings and Conclusion

7 Suggestions/ Recommendation

8 Bibliography, Glossary

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY

Satisfying customer is very necessary for every organization. It helps organizations in

determining what product and services may interest customers and also strategies for use in

product development, sales and promotions.

I sincerely believe that road to improvement is never-ending and one always learns from a

new experience. This project is a step towards gaining knowledge about the real world and

putting the theory to practice.

The Project “customer satisfaction towards Bajaj Bikes” is an attempt to find out the factors

and causes which affect the degree of satisfaction among the customers of Bajaj Bikes. In this

tough time of competition Bikes industry is going a long way in developing, formulating and

implementing promotional strategies to cope up with this tough competition. Though there

are many aspects which can be improvised for the customer satisfaction. Various strategies

are formulated not only keep up with cut throat competition but also to meet the consumer

satisfaction.

There are several factors which influences the purchase. These factors may be internal and

external as well. Internal factors include perception towards the thing, knowledge about

product, purchaser’s attitude, lifestyle, motivational status etc.

Motivation is the driving force which comes into play when customer has better experience

with the product. This leads to the repurchase decision of the customer. Whereas external

factors include culture, group or peer influence, the situation in which purchase is made etc.

Market research has become an important tool of sound management; marketing information

based on marketing research has served the basic purpose of management. This project is on

customer satisfaction towards Bajaj Bikes.

The analysis revealed that there are some factors e.g. the customer perceived value, getting

full value of money and value preposition when meets leads to customer satisfaction .If that

is consistent then leads to customer loyality.

Plan of the Research

INTRODUCTION OF THE COMPANY

The Bajaj Group is one of the leading business houses of India. Its business

interests span host of industries such as automobiles (two-wheelers and three-

wheelers), home appliances, lighting, iron and steel, insurance, travel and finance.

The Bajaj brand is well-known in over a dozen countries in Europe, South America,

the US and Asia. The Bajaj Group comprises 27 companies and its flagship

company Bajaj Auto is ranked as the world's fourth largest two- and three- wheeler

manufacturer.

Founded by the freedom fighter, philanthropist and close confidante of Mahatma Gandhi Jamanalal Bajaj, the

Bajaj Group is one of the most respected and renowned business houses of India. Started around eighty years

back with a sugar factory in Lakhimpur Kheri of Uttar Pradesh, the group has since diversified into a wide variety

of business areas. The group's first sugar plant was one among only 30 sugar mills that pioneered the

establishment of the sugar industry in India. Today, Bajaj Hindusthan Ltd is Asia's Number One Sugar

company and among the top four globally. In addition, the Group includes Bajaj Corp Ltd, a recently setup, Bajaj

Energy Private Ltd., Lalitpur Power Generation Company Ltd., Bajaj Power Generation Pvt Ltd. and Bajaj

Infrastructure Development Co. Ltd. 

Bajaj Group was founded in 1926, at the height of India's movement for independence from

the British, Jamnalal Bajaj, founder of the group, was a close associate of Mahatma Gandhi.

Jamnalal Bajaj's close involvement in the freedom movement did not leave him with much

time for his business. In 1942, his son Kamalnayan Bajaj took charge of the business. He

consolidated the group and diversified into various manufacturing activities. Rahul Bajaj,

the present Chairman and Managing Director of the group took reins of the business

in 1965. Under his leadership the group has achieved new heights and ranks among

the top 10 business houses in India. 

Bajaj Auto Ltd. is the largest exporter of two and three wheelers. With Kawasaki Heavy

Industries of Japan, Bajaj manufactures state-of-the-art range of two-wheelers.

The brand, Pulsar is continually dominating the Indian motorcycle market in the premiu

msegment. Its Discover DTSi is also a successful bike on Indian roads. Bajaj is promoted by the

highly qualified and experienced promoters having a successful track record of more

than 40 years of experience in the manufacture of auto parts.

Our brand is the visual expression of our thoughts and actions. It conveys

toeveryone our intention to constantly inspire confidence. Our customers are the

primaryaudience for our brand. Indeed, our brand identity is shaped as much by their belief in Bajajas it is by

our own vision. Everything we do must always reinforce the distinctiveness andthe power of

our brand. We can do this by living our brand essence and by continuouslyseeking to enhance

our customer’s experience. In doing so, we ensure a special place for ourselves in the heats and

minds of our customers.

Bajaj Group Companies and their business interests:

Bajaj Auto Ltd: Manufacturers of Scooters, Motorcycles and Three-wheeler vehicles and spare parts thereof.

Bajaj Electricals Ltd.: Manufacturers of electric fans, highmasts, lattice closed towers and poles, etc. and marketing of electrical goods such as general lighting service lamps, special lamps, compact fluorescent lamps, fluorescent tubes,

luminaries, fans and electrical & non-electrical appliances. Mukand Ltd.: Manufacturers of stainless, alloy and special steels including carbon

and alloy steels, free cutting steels, semi-free cutting steels, leaded free cutting steels,

cold heading quality steels, spring steels including vanadium steels, high carbon steels; electrode quality steels, boiler quality steels; wire rods,wires, castings, machine tools; E.O.T. and other cranes; bulk material handling equipmentfor steel

and other industries; specialist in major turnkey projects,highway construction and international trading; real estate development.

Bajaj Hindusthan Ltd.: Manufacturers of white crystal sugar and industrial alcohol. Maharashtra Scooters Ltd.: Manufactures of scooters. Bajaj Auto Finance Ltd.: Deals in financial services including hire purchase

financing & leasing. Hercules Hoists Ltd.: Manufacturers of 'INDEF' brand materials handling

equipments such as triple spur gear chain pulley blocks, chain electric hoists, wire

rope, electric hoists, travelling trolleys, EOT / HOT / stores stacker cranes, roll-out racks.

Bajaj Sevashram Pvt Ltd.: Involved in investment activities.

Hind Lamps Ltd.: Manufacturers of GLS, fluorescent, miniature lamps and major components such as glass shells, miniature and aluminium caps, lead glass, etc.

Bajaj Ventures Ltd.: Involved in manufacturing and trading of power tools and

manufacturing of houseware and parts thereof. Bajaj International Pvt. Ltd.: Exporters of electrical fans, GLS lamps, fluorescent

tubes, lighting fittings, luminaries, household appliances and hoists. Hind Musafir Agency Pvt. Ltd.: Travel Agency.

Mukand International Ltd.: Involved in trading of metals, steels and ferro alloys. Mukand Engineers Ltd.: Construction, fabrication and erection of industrial and

infrastructural projects and infotech business. Mukand Global Finance Ltd.: Financial services: fund based activities - loans

and investments , consumer finance, corporate finance. Fee based activities - investment banking, corporate advisory services.

Bachhraj Factories Pvt. Ltd.: Ginning and pressing of cotton bales at Wardha. Bajaj Consumer Care Ltd.: Manufacturing and trading of ayurvedic medicines, hair

oil, tooth powder, Shampoos, Pure coconut oil. Bajaj Auto Holdings Ltd.: Investment company. Jamnalal Sons Pvt. Ltd.: Investment and finance company. Bachhraj & Company Pvt. Ltd.: Investment company. Jeewan Ltd.: Investment company. The Hindustan Housing Co. Ltd.: Services company Baroda Industries Pvt Ltd.: Investment company Stainless India Ltd.: Manufacturers of stainless steel billets and flats etc. Bombay Forging Ltd.: Manufacturers of carbon, alloy and stainless steel closed die

forgings for automobile and general engineering applications. Bajaj Allianz General Insurance Company Ltd.: General Insurance Business.

Bajaj Allianz Life Insurance Company Ltd.: Life Insurance Business.

Bajaj Group

Type Privately held company

Founded 1926

Founder(s) Jamnalal Bajaj

Headquarters Pune, Maharshtra, India

Area served Worldwide

Key people Rahul Bajaj

(Chairman & MD)

Products Automobile

financial services

home appliances

electrical

iron and steel

insurance

Revenue 380 billion (US$6.3 billion)

Employees 36,000 (as of 2013)

SALIENT FEATURES

One of the oldest business conglomerates in India A group comprising of 25 companies Turnover over INR 280 Billion (~USD 6 Billion, at INR 46 per USD) Around 36,000 Employees. Headed by Mr. Rahul Bajaj, currently Member of Parliament and active leader in CII, WEF, etc Bajaj Auto Group's flagship company is one of the world's leading 2 & 3 wheeler manufacturer The company is currently engaged in life insurance; general insurance and consumer finance

businesses

OBJECTIVE OF STUDY

For any organization it is a matter of prime importance to know exactly what their consumers

expect from them in terns of the actual product as well as the services offered by the

company. This would help the organization to plan and develop their product as per the

requirements of the ultimate consumer. To ascertain the consumer’s requirements the

organizations conduct market research.

In the present case a study of the transports in the New Delhi area was conducted to

determine the following objectives.

To study the satisfaction level of customer towards Bajaj Bikes.

To measure customer satisfaction level regarding after sales services, parts etc.

  LITERATURE REVIEWCustomer SatisfactionCustomer satisfaction is the key to success, getting our customers to tell you what’s goodabout your product or services and where you need improvement. It helps you to ensurethat your businesses measure up to their expectations. The attached file contains a customer satisfaction survey from designed to make it easy for customer to fill out and to fill and tomake it easy for you to quickly customize to exactly match your company’s activities. Italso includes suggestion for distributing the form, ensuring that customer will return theform and following up on commentsCustomer’s satisfaction definedThe reason for a business firm to come into being is the existence of customer who hasunfilled needs and wants. Customer satisfaction ha been conceptualized in several ways. Itconsists of expectations, performance interaction, pleasured or displeasure and theevaluation of the benefits of consumption.Customer satisfaction is result of confirmation of expectation. Bajaj has been focusing onthe   improve men t   and  Exce l l e ncy   in   t he  p roces s e s ,  wh i ch   i t   u se s  t o   sa t i s fy   t he r e   t o accomplish, this it has focused on improving customer-orientation and value chainintegration. Thus meeting the expectation of the customer.Components of customer satisfaction/ dissatisfaction Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEPurchase Process:It refers to the actions of the customers in buying the product. Could hefind product easily?Did he have to travel for to buy? Whether proper quantities were available? Was sufficientinformation available?Obviously, for a manufacture that exercises strong control over his distribution channel,any measurement of consumer’s satisfaction should include this component.Bajaj has always been focusing on network expansion.DecisionIt refers to the extent to which the customer thinks about correctness of his decision withregard to satisfaction. Apart from the product of the process, the customer might haveregret about one component which would affect other components. consumers to action,they must gain their attention.

Research Methodology

Universe & Sources of data

There two sources on which data can be collected via primary source and secondary source.

The data, which are prepared from the main proposed and researcher or owner, it is called

primary source and the data collected from this source is called primary data. The data which

is collected from the persons, private bodies, private research agencies etc are called

secondary source and the data collected is from both primary and secondary type.

The following are the data that have been collected from both the sources: -

Primary data: - In the course of carrying out the project I have collected very few data

from this source but they are more needed in carrying out the project work. The following

data has been collected from this source like the market share of competitors and market

share of JK.

Secondary Data: - Most of the data in my project has been collected from the secondary

source as the data is only available to them and other parties I have find the most convenient

source and collected from them. The data collected from this source are the past records and

it is used to analyses.

The data, which have been collected from this source, are mentioned below:

Historical data from Internet

Past records from the company

Product line of J.kTyres

SAMPLING

Sampling is a most important part of the data collection. It is a tool that tries to matches the

data according to the criteria. The sampling methods is used specially in the context of data

segregation Researchers in the field of market research scientific investigation and other

fields study where it requires a deep ground selection of variables. So, sampling is a relevant

answer to the accurate and most appropriate selection.

There are many methods of segregating the samples – probability and non-probability

sampling is the abstraction of the data into mathematical calculation which is done by the

application of various formulas of probability. The non- probability sampling is the non-

mathematical presentation of the sampling. The most important part of the non-probability

sampling is the samples are selected ambiguously without any concrete methods.

There are various types of non-probability sampling, which is used by the investigator or

researcher according to his convenience.

Judgment Sampling: - The judgment sampling is a kind of non-probability sampling where

the researchers select the samples from according to its judgment The criteria have been fixed

previously before taking in to consideration of the samples. The judgment sampling is one of

the most important parts of carrying out in any project work.

Methods of data collection

The method of data collection is as the source of collection of data. The methods of data

collection establish a pattern, the application on which provides a well fledged out data.

A most appropriate method will produce data, which are more accurate, reliable, and cheap

and also will require less time and efforts in the collection. In the carrying of my project I

have used the following methods in collecting the data: -

Personal Enquiry: - The data from the general public has been collected by the use of the

method of personal enquiry. The dealers and customers (transporters) located at different

places in and around Delhi were approached by me to obtain favorable and required data to

add in to the part of my project.

Personal Survey: - The information regarding Tyre industry being used by many

transporters has been collected through personal survey.

The application of the above mentioned the guide has instructed methods. Infact, in some

cases it has been beneficial on the part of the project to meet the big persons like head

persons of any organization or any company. The most important part of the project under the

data collection has been the collecting the information from the various sectors of Delhi and

around Delhi.

Instrument used

Tools and techniques of analysis

Data Collection and Data Analysis

DATA COLLECTION

The collection of data is a core part of every activities relating to marketing decisions. The

information derived from such data is closely analyzed, interpreted and a conclusion has been

arrived on which other decisions are totally depends.

There are various sources from where data can be collected and there should be most

appropriate methods in the application of which we can collect the data. In the application of

sources and methods the reliability and accuracy must be well judged prior

There two sources on which data can be collected via primary source and secondary source.

The data, which are prepared from the main proposed and researcher or owner, it is called

primary source and the data collected from this source is called primary data. The data which

is collected from the persons, private bodies, private research agencies etc are called

secondary source and the data collected is from both primary and secondary type.

The data, which have been collected from this source, are mentioned below:

Historical data from Internet

Past records from the company

Product line of J.kTyres

Data Analysis

ANALYSIS OF THE PROBLEM UNDER STUDY DATA ANALYSIS

Findings and Conclusions

FINDINGS

F rom the s u rvey  o f 100 sa mp le s , 76% o f r e sponden t s   sa ys t ha t sa l e s pe r s on has spend sufficient time with them and explained about bikes & remaining 24% of respondents says that sales persons haven’t spend sufficient time with them.

From analysis came to know that 67% of the respondents replied vehicle deliveredon promised time and 33% of respondents replied not delivered on promise time.

 Out of 100 respondents 79% of respondents were taken test drive and 21% werenot taken test drive during the time of purchase of bike.

F r o m t h e a b o v e c h a p t e r i t   i s c l e a r l y s e e n   t h a t o u t o f   1 0 0   r e s p o n d e n t s , 1 1 % o f   respondent were felt excellent, 27% were good, 24% were moderate, 19% weresatisfactory, 19% were un satisfactory.

S a t i s f a c t i o n   l e v e l   f o r   s e r v i c e   p r o v i d e d   b y   c h a n n a m m a  b a j a j   i s   O u t   o f   1 0 0 re s ponden t s   36%  we re   compl e t e ly   sa t i s f i e d,   42%we re   sa t i s f i e d ,   9%  we re dissatisfied, 13% were not at all satisfied.

From the above chapter we came to know that 47% of the customers purchase Bajajvehicle for mileage, 5% were for low maintenance, 13% were for price,2% were for wide range products,33% were for its brand name.

With the help of above analysis we came to know that  9% of the customers are sixmonths old, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old.

Out of 100 sample 45% of the customers demanded service in time,3% demandedreliable service,19% demanded well trained mechanics, 33% demanded less labor charge.

Conclusions

Suggestion / Recommendation

In case of addressing the customers Channamma Bajaj should ensure that the sales persons explain the details of the bike to the customers, because 24% of thererspondents are unhappy.

C h a n n a m m a   B a j a j   s h o u l d   a l s o   e n s u r e   t h a t   t h e   b i k e s   g i v e n   f o r  s e r v i c i n g   a r e delivered in time.

T o   i n c r e a s e   t h e   a w a r e n e s s   r e g a r d i n g   m a i n t a i n a n c e   o f   b i k e   t h e  d e a l e r   s h o u l d conduct free check up camps

Bibliography

BOOKS:

Kotler Philips, Marketing Management: 11th Edition, 2012, Prentice Hall of India Ltd., New

Delhi.

ITD – India Case study on Indian tyre Brand.

INTERNET WEBSITE LINKS

www.jktyres.com

www.google.com

www.Ceattyres.com

www.mrftyres.com

www.Apollotyres.com