Dessertation-arg-mb-03.pdf

A Project Report On "A STUDY ON CUSTOMER SATISFACTION FOR BAJAJ PLATINA BIKE " By AKSHAY RAMDAS GOPALE

Under Guidance of Dr. PRASHANT KOTASTHANE

Submitted To SAVITRIBAI PHULE PUNE UNIVERSITY

In Partial Fulfilment Of The Requirement For The Award Of The Degree Of

MASTER OF BUSINESS ADMINISTRATION A Study Conducted For BAJAJ AUTO Ltd. Through

SINHGAD BUSINESS SCHOOL PUNE-04 [2017-19]

. DECLARATION I, the undersigned, hereby declare that the project report entitle “A STUDY ON CUSTOMER SATISFACTION FOR BAJAJ PLATINA BIKE AT BAJAJ AUTO LTD.” written and submitted by me to the Savitribai Phule Pune University , Pune in partial fulfilment of the requirement for the award of degree of Master Of Business Administration (MBA) in year 2017-19. The project has conducted under the guidance of Dr. Prashant Kotasthane, is my original work and the conclusion drawn there in are based on the material collected by myself.

PLACE: Sinhgad Business School DATE: 15/03/2019 AKSHAY RAMDAS GOPALE

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. ACKNOWLEDGEMENT

This project report could not have been completed without the guidance & support of Hon. Dean (SBS) Dr. Vijaya Puranik and class coordinator Prof. Jairaj Sasane Project Guide Dr. Prashant Kotasthane. I express my sincere thanks and gratitude to the above stated persons who have helped me directly and also who have indirectly helped me. Once again I express my gratitude to BAJAJ AUTOLtd for kind Co-operation. Place: Sinhgad Business School Date : 15/03/2019 AKSHAY RAMDAS GOPALE

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. CONTENTS SL.NO 1

PART-1 EXECUTIVE SUMMARY

05-09

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INDUSTRY PROFILE



COMPANY PROFILE



NEED FOR STUDY



OBJECTIVES OF THE STUDY



SCOPE OF THE STUDY



METHODOLOGY



FINDINGS AND RECOMMENDATIONS



CONCLUSION PART-2

2

3

4

SL.NO

10-41

INTRODUCTION OF THE STUDY 

THEORETICAL BACKGROUND



INDUSTRIAL PROFILE



COMPANY PROFILE



ABOUT BAJA PLATINA PART-3

42-46

PART-4

47-70

OBJECTIVES 

SCOPE OF THE STUDY



METHODOLOGY

DATA ANALYSES AND INTERPRETATION FINDINGS AND SUGGESTIONS CONCLUSION PART-5

5

71-76

ANNEXURE AND BIBLIOGRAPHY

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Part-1 EXECUTIVE SUMMARY

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EXECUTIVE SUMMARY Sai Service Motors authorized dealer for Bajaj Company for Pune town. The present aim at examining the “Customer satisfaction Level Bajaj PLATINA Bike at Pune town” The importance of the study is emphasized by the fact the Customer “Satisfaction is person feelings (or) disappointment resulting from comparing a products performance in relation to his/her expectations”. It is the key to generate the high customer loyalty.

The measures the Customer satisfaction level research survey was conducted with sample size of 100. The information is collected with the help of questionnaire through personal interview and study is revealed that the most of the customer are satisfied with the Bajaj PLATINA Bike

Industry Profile BAJAJ 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 un geared scooters, 25.2% in motor cycles, 53% in step-thrus, 8.3% in mopeds and a leading 78% market share in threewheelers in FY2001. Page 6

. 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, so we choose the appropriate bike that is PLATINA which is suitable for all the level of people because it gives more mileage and it has good looking bike. For that matter only we are studying about this particular topic.

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 Bajaj PLATINA Bike.



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

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

METHODOLOGY

1)

Primary Data.

2)

Secondary Data.

Primary Data: Primary information was collected through questionnaire and personal interaction.

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. 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 second motivated 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 service provided 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 the leading vehicles. The distribution and availability of the vehicle in bagalkot District as to be Improve Because of the Competing of the vehicle like Hero Honda, 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 satisfied with Bajaj company vehicle.

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Recommendations: 

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 room service centre More & More promotional measures should be taken to increase the sales.



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

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Part-2

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INTRODUCTION TO STUDY Project 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 a need 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 are satisfied with Bajaj PLATINA Bike if the performance matches the expectation the customers are satisfied if the performance exceeds expectation the customers are is highly satisfied or delighted.

Back ground of the company Bhartha commenced operation as importing agents for vespa scooter of paggio in 1948.Entered into technical collaboration agreement with piaggio expired in 1971, was not Renewed.BAL has 3 plant located in maharashtra. The scooter incorporate piaggio Technology as upgraded by BAL‟s in house R&D from time to time. It also developedA fully indigenous model of motorcycle in 1981. subsequent to the opening up of The scooter for foreign technology and equity participation in the mid 80‟s it entered Into a technical collaboration agreement with Kawasaki Japa. It started production Of Kawasaki 100cc motorcycles in 1986. the company has also entered into technical Collaboration with M/s kabota of japan for manufacture of diesel engines for its three Wheelers and cagiva of italy. BAL has also promoted Maharashtra Scooter Ltd.(MSL) With state government bodies. MSL assembles Bajaj scooter at its satara plant.

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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 major companies in the group are as Follows: Mukand Ltd: Alloy/ special steel,term key projects Bajaj Electricals Ltd: Electrical equipments,fans,appliances Bajaj Hindustan Ltd:Sugar, industrial alcohol

Subsidiary/affiliate companies

Bajaj auto holdings ltd. (BAHL) is a wholly owned subsidiary of BAL engaged in the business of investment in shares, debentures and Other securites.

Bajaj Auto Hodings Ltd. (BHEL) is a wholly owned subsidiary of BAL engaed in the business of investment in shares, debentures and other securities.

Bajaj Auto Finance Ltd. (BHFL) has ceased to be a subsidiary after its IPO if 4.175mn shares of Rs 10 each at a premium of Rs 80 in may 1994 BAL, along with the subsidiary BHFL engages in financial service and investment activities. The company is planning to increase its branch network in the country by 33% over the next one year i.e from 40% in the fiscal to 60%.

BAL and western maharashtra development corporation

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

Bajaj Allianz General Insurance. BAL has entered the non-life insurance segment with Allianz General Insurance with BAL having 74% and Allianz with 24% stake of paid up equity capital of Rs 100 mn of which BAL received Rs 450 mn in the first half and Rs 720 Page 12

. mn during the second half of fiscal 2001-02.BAL also planning life insurance venture with paid up equity capital of Rs 1500mn.

The promoter stake holding in BAL is up from 42.65% in FY 2000 to 46.65% in FY2001 and the FII stake holding has also increased by 3% at 12.99% after the buyback in October 2000 which was meant to after an attractive exit option to small shareholder. However their has been a minor fall in the stake holdings of public Financial Institutions, GDRs at 4.65% and Mutual Funds etc.

Plant locations

AL has two plants located near pune viz; Akurdi and chakan plant being recently set up. The third plant is located at Waluj near Aurangabad. The plants incorporate state-of-art flexible manufacturing facilities that are cross-sourced in increasing demand situations. Akurdi was set up in 1961 and Waluj in the both the plants. Besides, Akurdi plant manufactures front engine three-wheeler, sunny mopeds and Kawsaki motorcycles. The Waluj plant is planned to be global hub for Kawasaki motorcycles upto 200cc. The Akurdi plant manufactures around 1 mln units p.a, Waluj plant manufactures 1.14 mln units p.a and the Chakan plant has a manufacturing capacity of 0.18 mln unit‟s p.a.

The company is successfully implanting the TPM (Total Productivity Maintenance) activities at its Akurdi plant with a view to improve on efficiency, productivity and effectiveness. BAL has recently commenced its three-wheeler production at its new plant in Brazil for the local market and its neighboring regions.

The Bajaj Group is amongst the top 10 business houses in India. its footprint stretches over a wide range of industries, spanning automobiles (two-wheelers and three-wheelers), home appliances, lighting, iron and steel, insurance, travel and finance.

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. The groups flagship company, Bajaj Auto, is ranked as the world‟s largest two-and three-wheeler manufacturer and the Bajaj brand is well known in over a dozen countries in Europe, latin America, the US and Asia. Founded in 1926, at the height of India‟s movement for independence from the British, the group has an illustrious history. The integrity, dedication, resourcefulness and determination to succeed which are characteristic 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 Mahatma Gandhi. In fact, Gandhi has adopted him as his son. This close relationship and his deep involvement in the independence movement did not leave Jamalal Bajaj with much time 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 in 1947, that he was able to give his full attention to the business. Kamalnayan Bajaj not only consolidated the group, but also diversified into various manufacturing activities.

The present Chairman and managing Director of the group, Rahul Bajaj, took charge of the business in 1965. Under his leadership, the turn over of the Bajaj Auto the flagship company has gone up from Rs72 million to Rs46.16 (USD936 million), its product portfolio has expanded from one to and the brand has found a global market. He is one of India‟s most distinguished business leaders and internationally respected for his business acumen and entrepreneurial spirit.

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Industrial Profile About Bajaj

The Bajaj Group is amongst the top 10 business houses in India. Its footprint stretches over a wide range of industries, spanning automobiles (two-wheelers and three-wheelers), home appliances, lighting, iron and steel, insurance, travel and finance. The group‟s flagship company, Bajaj Auto, is ranked as the world‟s fourth largest two- and three- wheeler manufacturer and the Bajaj brand is well-known in over a dozen countries in Europe, Latin America, the US and Asia.

Founded in 1926, at the height of India's movement for independence from the British, the group has an illustrious history. The integrity, dedication, resourcefulness and determination to succeed which are characteristic of the group today, are often 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 disciple of Mahatma Gandhi. In fact, Gandhiji had adopted him as his son. This close relationship and his deep involvement in the independence movement did not leave Jamnalal Bajaj with much time to spend on his newly launched business venture.

His son, Kamalnayan Bajaj, then 27, took over the reins of business in 1942. He too was close to Gandhiji and it was only after Independence in 1947, that he was able to give his full attention to the business. Kamalnayan Bajaj not only consolidated the group, but also diversified into various manufacturing activities. The present Chairman and Managing Director 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 to Rs.46.16 billion (USD 936 million), its product portfolio has expanded from one to and the brand has found a global market. He is one of India‟s most

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

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 un geared scooters, 25.2% in motor cycles, 53% in step-thrus, 8.3% in mopeds and a leading 78% market share in threewheelers in FY2001. Bajaj Auto has been viewed as a scooter major but with the change in the structure of demand for 2-wheelers the company has tried to make its presence felt in this key market by steadily ramping up motorcycle capacities, by introducing new models and variants and pushing up marketing and sales. However the company is well behind Hero Honda in the 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 and four-stroke configurations. In 1995 – 96 the sales were less than 90,000 motorcycles which was 8% of the total volume of its two- wheeler sales which 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 converting them to four-stroke ones. The company is all set to increase its margins to double – digits through concerted cost cutting, value engineering, gains from „ Total Productive Maintenance „ (TPM) and VRS.

The Indian two-wheeler sector is characterized by largest volumes amongst all the segments in automobile industry. Though the segment can be broadly categorized into 3 subsegments viz; scooters, motorcycles and mopeds; some categories introduced in the market are a combination of two or more segments e.g. scooterettes and step-thru‟s. The market primarily comprises five players in the two-wheeler segment with most of the companies having foreign collaborations with well-known Japanese firms earlier. But most of the companies are now planning 100% subsidiaries in India.

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. In the last four to five years, the two-wheeler market has witnessed a marked shift towards motorcycles at the expense of scooters. In the rural areas, consumers have come to prefer sturdier bikes to withstand the bad road conditions. In the process the share of motorcycle segment has grown from 48% to 58% , the share of scooters declined drastically from 33% to 25% , while that of mopeds declined by 2% from 19% to 17% during the year 2000-01.The Euro emission norms effective from April 2000 led to the existing players in the two- stroke segment to install catalytic converters. This has been replaced by 4-stroke motorcycles, which do not incur the additional cost of such converters and fierce competition led to a fall in price of certain models

Bajaj Auto Ltd (BAL) has been viewed as a scooter major. Nevertheless, in the past five years the company recognized the important role of motorcycles in its portfolio. The scooter market is predominantly located in the Northern and Eastern India and the rationalization of sales taxes to a uniform rate of 12% pushed the price of scooters by 6-8% without offering any 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 in 1999-00 . The motorcycle sales contributed to almost 50% of the total sales volumes accompanied by the decline in geared scooter sales, which contributed, to only 33% of sales volumes. The company has been introducing models in the middle end Rs.36, 000 – Rs. 48,000 and high end segments viz; Rs. 48,000 and above but has found difficult to market such models in competition to Hero Honda models in the similar price category.

However BAL is on its way to recapture the highly differentiated product market by becoming a flexible and market – driven supplier of various models of two and three wheelers at specific price – points.

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. Current Scenario

BAL has performed fairly in the current fiscal 2001-02 with the Net Sales going up by 3.06% to Rs19720 mn HY ended September 2001 from Rs19133.3 mn in the corresponding period previous year. The total expenditure has gone up by 5.3% with the material cost accounting for the major increase. The company has posted a growth of 69% in PBT and the Net Profit has increased by 55% to Rs2644.7 mn from Rs1701.5 mn in the corresponding period last year. The Net Profit Margin has also improved by almost 50.7% from the half year ending FY2000-01 . The employee cost has fallen but the company will be charging an equal expenditure of Rs 22.6 mn over the three quarters of the current fiscal amounting to Rs 67.8 mn as the VRS expenditure incurred in June 2001

Business

BAL in its 2-wheeler segment posted volume wise sales of 87.2% of its total sales of which scooters (both geared and ungeared) accounted for 42.3%, motorcycles for 34.9% and around 10% in step- thrus in FY2001. The sales of scooters have fallen by 26.1% from FY2000 but there has been a significant increase in the motorcycle sales by nearly 65.4% since FY2000. The three – wheeler sales have improved marginally in FY2001.The Company is targeting 25% market share in motor 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 ungeared segment consists of the 60CC „ Sunny Spice „ , „Spirit „ , „ Fusion „ and the 92cc „Saffire „ . The‟ Legend NXT‟ is a 4 stroke geared scooter with a 9HP engine and the „Bravo‟ being a two-stroke 150cc

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. scooter with a catalytic converter designed in line with the emission norms. The company has launched utility versions of „Chetak „and „Super „at reduced prices. With the unprecedented 38% slump in scooter market the company faced a gradual market share loss to the other players like Kinetic Engineering and TVS Suzuki.

Motorcycles

BAL has two basic motorcycle products - M80, a 75cc indigenously developed low cost vehicle in the step-thru segment and Japanese motorcycles. BAL‟s motorcycles are positioned as four-stroke fuel-efficient vehicles. Among the Japanese ones, BAL has within its fold, the 100cc „4S-Champion‟, 125cc „KB 125‟, 111cc „Caliber‟ competing with Hero Honda‟s „ Passion „ and 100cc „Boxer‟ with a variant „ Boxer City „ in the pipeline, all of them at competitive prices. In FY2001 the company launched the new range of bikes viz; 175cc „Kawasaki Bajaj Eliminator „ the country‟s first cruiser motorcycle and the two variants viz; 180cc and 150cc „Pulsar „(in the high –end segment) These models were introduced mainly in competition to Hero Honda‟s 157cc CBZ and TVS Suzuki‟s Fiero. The company also launched in its 4stroke bikes range 100cc „ Kawasaki Bajaj Acer‟ competing against Hero Honda Splendor and „ Aspire „, „Caliber Croma „, „ Legend NXT „ (in the middle end segment).

Mopeds/Scooterettes

BAL has a small market share of 9.5% in FY2000 in this segment. Among its models are the „Sunny Zip‟, „Rave‟ and the „Spirit‟. Its „Bajaj Sunny‟, a 50cc upgraded scooterette model has been extremely successful .The other models include 74cc „ Rave „launched in FY98 and „ Spirit „ 60cc, 2-stroke scooterette competing with leader TVS Suzuki‟s „Scooty‟.

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. Three wheelers BAL continues to dominate the three – wheeler market with over 73% market share and sales of 1,55,000 units in which have fallen from around 85% two years back. The company is trying to maintain its market share by creating environment-friendly vehicles and has already launched the CNG model in Delhi BAL also launched its 4- stroke rear engine CNG – auto rickshaw model in Mumbai during the year. It is testing the LPG model, which will take off as soon as the government regulations permit. Apart from this the company also plans to introduce a four-stroke version in auto-rickshaw and a goods carrier in both petrol and diesel versions.

Exports BAL is keen to export motorcycles through Kawasaki‟s distribution network in Indonesia and Argentina wherein the company planned to sell through their network. The company‟s exports registered a marginal decline from Rs1378 mn to Rs1351 mn i.e. 2%. The exports consisted of 30,652 two and three – wheelers as against 32,730 (including CKD packs). Bangladesh, Egypt, Peru, Iran and Sudan performed consistently well with lower exports in Sri Lanka and Latin American markets. The total foreign exchange earned by the company was Rs. 1,391 million. As against Rs1430 million. Expansion The expansion at both Akurdi and Waluj plants has been completed during FY99 taking total capacity to 2mn vehicles. BAL has also set up a third manufacturing plant at Chakan near Pune with a capacity of 1mn vehicles. The company has planned for selling through separate channels in case of its 2-wheeler and 3-wheeler segment .It has been planning to streamline its vendor network by cutting down the number of suppliers by 50% from current 800 during the current fiscal, intended to improve the efficiency of its supply chain management. BAL has been experimenting with higher dealer commissions on some models in a bid to loosen the stranglehold of market leader Hero Honda in the motorcycle segment. It introduced VRS II as a part of its man–power planning process at all its three plant locations as the company is slated to bring down the workforce to 10,000 over the next four years. The company also planned to commission a 20-MW capacity wind power plant Page 20

. (fourth phase with the other three being set up near Satara) with an investment of Rs1000 mn in Ahmednagar district by entering into the Power Purchase Agreement (PPA) with MSEB during current fiscal to be completed. The company expects to source its current power requirements in-house and also avail of the benefit of sales tax incentives.

BAL has also been exploring the possibility of an equity tie-up or a marketing alliance with a Chinese company for selling its three – wheelers in Chinese market. It has also been planning a technical collaboration on high-end scooters with the Italian 2-wheeler major „Aprilia. „The company has chalked out a strategy for co-existence with Kawasaki wherein BAL would concentrate on developing products in the price range of Rs 30,000 – 60,000 and Kawasaki to offer a wider choice of products priced from Rs. 35000 up to Rs. 2.5 lakh. Outlook Throughout the 1980s and 1990s, Bajaj has countered competition through predatory price cuts; market expansions moves or take over threats. However both Honda and LML have cannibalized the BAL market share and are challenging its leadership. The company has remained less aggressive in its approach and idled away its cash reserves without proactively deploying them in R&D , new models , takeovers or other risky ventures . In order to arrest its declining market share, BAL has launched several new models during the past fiscal and more are in the offing in each segment of the two-wheeler market. Moreover, the management has recognized the need to utilize its surplus reserves for strengthening its presence in the market by way of launching new models, expanding capacity and penetrating new markets. Kawasaki has been developing India as an export hub for motorcycles between 50-200cc. The Company has invariably become the manufacturing base for Kawasaki and accounts for 60% of the latter‟s global sales. Though the company plans to introduce some high-tech motorcycles from the Kawasaki range, it is trying to shed- off its image of “screwdriver "company by developing its own range of motorcycles. The TVS – Suzuki break –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 needs to rediscover the spark of entrepreneurship that made it the market. Page 21

. Financial analysis

The Net Sales have declined by 2.3% to Rs30259 mn in FY2001 from Rs30973 mn in FY2000, which was 4.2% rise from FY99. The Operating profit has declined by 47.8% to Rs3052 mn in FY2001 from Rs5847 mn in FY2000 though the 65% rise in motorcycle volumes could not counter the margins arising out of 41% fall in geared scooters. BAL has spent a sizeable 13..05% advertising and there has been a 5.2% increase in the royalty payments from Rs593 mn to Rs624 mn in FY2001. The current ratio has fallen only marginally in FY2001 to 1.39% from 1.36% in FY2000 and there has been a marginal fall in the inventory levels, which contribute to about 11-12% of the current assets. There has not been a significant change in the inventory turnover, which has also remained close to 11.9% 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 Tax Deferral Liability on account of incentives provided for the Waluj and Chakan plants as well as the wind power project. The Bank finance to Working Capital Gap is approximately 2% in FY2001 as against nil in FY2000 indicating the company‟s increased dependency on bank finance for working capital. However the overall secured loan level has fallen including the cash –credit limit which has fallen by around 55% in FY2001. The long-term debt to equity ratio has increased to 0.19 in FY2001 as against 0.15 in FY2000. This can be attributed to the decrease in the net worth due to the buyback of shares worth Rs18 mn in October 2000. The long-term debt to total assets has remained steady at 0.14 since FY2000, which is indicates that the 14% of the total assets are financed by debt sources.

The Interest Coverage Ratio has fallen by 80% from FY2000 indicating that the EBIT as a percentage of interest charges has declined with the decreasing conservativeness and fall in the ability of the company to pay finance charges due to

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. decreased EBIT. The insignificant change in the Asset Turnover Ratio is indicative of the ability of the company to produce sales from the existing asset base. There has been a fall in both the Net Sales and the capital deployed in tandem with each other. Income from pre tax operations has fallen drastically by 55.2% to Rs3695 mn in FY2001 from Rs8252 mn in FY2000 as against 8.7% growth from FY99. However, cash profits have declined by 45.2% to Rs4272.4 mn in FY2001 from Rs7801.7 mn in FY2000 compared to 13% rise in FY2000 due to rise in depreciation cost. The Net Profit Margin has fallen to 8.29% in FY2001 from 20% in FY2000 on account of decline in PAT by 60 % to Rs2499.5 mn. The additional expenditure on VRS of Rs799 mn also affected the Net Profits. The ROCE has also fallen to 7.9% in FY2001 from 17.2% in FY2000 on account of decrease in net income and also the capital employed. Hence the company has been not been able to generate substantial profits in relation to sales and also in relation to assets. The Earning Power of the company has fallen to 10.9% in FY2001 from 23.7% in FY2000, which indicates the fall in operational efficiency. The investment portfolio as a percentage of capital employed was 37% and the market value of investments has been lower by Rs114 mn, which can further erode due to continued uncertainties in stock markets.

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

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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. The companies in the group ar

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 Insurance Company Ltd.

Bombay Forgings Ltd.

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MANAGEMENT PROFILE Shekar Bajaj

Chairman

Madur Bajaj

Vice charman

N.H Hingorani

Vice president (Materials)

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 Secretary

Rajiv Bajaj

Managing Director

Sanjiv Bajaj

Executive Director

Shekar Bajaj . Shekhar Bajaj (born on June 8, 1948) is an honours graduate in science from Pune University with an MBA from New York University. He started his career 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 the Mumbai-based Bajaj International Pvt Ltd and later its whole-time managing director.

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Madhur Bajaj Vice Chairman After graduating in Commerce, Mr Bajaj did his MBA from Lausanne, Switzerland. Joined as DGM in March 1983, took over as General Manager Aurangabad Division in June 1986, as its Chief Executive in October 1988, he became President of Bajaj Auto in September 1994, Executive Director in May 2000 and as Vice Chairman in July 2001. Rajiv Bajaj Managing Director Rajiv Bajaj, who took charge as Managing Director on 1st April 2005, is a Mechanical Engineer from Pune University. He later did his Masters in Manufacturing Systems Engineering from the University of Warwick. Joined as Officer on Special Duty in 1990, took over as General Manager (Products) in February 1993, as Vice President (Products) in June 1995, President in May 2000, President & Whole Time Director in March 2002, Joint Managing Director in March 2003

Sanjiv Bajaj Executive Director

Joined as Officer on Special Duty in 1994, took over as Executive Director in April 2004, as General Manager (CF) in 1997, took charge as Vice President (Finance) in April 2001. He is a Mechanical Engineer from Pune University, with Masters in Manufacturing Systems from University of Warwick and MBA from Harvard Business School

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N H Hingorani Vice President (Materials)

Joined in 1997 as General Manager (Materials), took over as Vice President (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 and Vice President (Insurance). He did his Mechanical & Electrical Engineering from Indian Railway Institute of Mechanical & Electrical Engineers. Honoured with fellowship of Institute of Electrical Engineering (London) and membership 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. Later he 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 in 1981.

Page 28

.

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 Commerce and Law Graduate, Mr. Sridhar did his FCA, FCS, MMS and was Controller of Finance & Company Secretary, Maharashtra Scooters Ltd., a Bajaj Auto joint venture, prior to joining Bajaj Auto. Infrastructure Plants Bajaj Auto's three plants at Akurdi, Waluj and Chakan in Maharashtra, western India, produced 1,814,799 vehicles in 2004-05.

Akudi - Geared scooters, ungeared scooters and Bajaj Disc wa;ik -Bajaj CT100, Bajaj Wind 125 and three wheelers chakan- Bajaj motorcycles - Pulsar and Discover Page 29

.

Plant Locations Bajaj Auto plants are located at:

Mumbai - Pune Road, Akurdi, Pune 411 035

Mumbai - Pune Road, Akurdi, Pune 411 035

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

KEY POLICIES

Environmental Policy

Towards creating and preserving a cleaner environment Bajaj Auto Ltd., manufacturer of two and three wheeler vehicles is committed to prevention of pollution, continual improvement of our environmental performance and compliance with all applicable environmental legislation and regulations Towards this, we shall strive to:Create a proactive environment management system that addresses all environmentally significant aspects related to our products and processes,

Minimise the generation of waste and conserve resources Through better technology and practices, and Promote environmental awareness amongst our employees and motivate them to fulfill our commitments We, at Bajaj Auto, pledge ourselves towards creating and preserving a cleaner environment

Page 30

.

Quality Policy

We at Bajaj Auto continue to firmly believe in providing the customer Value for money, for years through our products and services. This we shall maintain and improve In our decision making, quality, safety and service will be given as much consideration as productivity, cost and delivery. Quality shall be built into every aspect of our work life and business operations. Quality improvements and customer satisfaction shall be the responsibility of every employee. TPM Policy We at Bajaj Auto adopt Total Productivity Maintenance as a means of creating a safe and participative work environment in which all employees target the elimination of losses in order to continuously enhance the capacity, flexibility, reliability and capability of its processes, leading to higher employee morale and greater organizational profitability

Page 31

.

AWARDS Awards

Year

Bajaj Discover DTS-i – Bike of the Year 2005

By OVERDRIVE Awards 2005

2005 Bajaj Discover DTS-i - Indigenous 2005

OVERDRIVE Awards 2005

Design of the Year 2005 BAJAJ AUTO - Bike Maker of the Year 2004

ICICI Bank OVERDRIVE Awards 2004

2004 DTS-i Technology - Auto Tech of the 2004

ICICI Bank OVERDRIVE Awards 2004

Year 2004 Bajaj Pulsar DTS-i Bike of the Year 2004 2004

ICICI Bank OVERDRIVE Awards 2004

Wind 125 Two Wheeler of the Year 2004 2004

CNBC AUTOCAR Awards 2004

Wind 125 Bike of the Year 2004

Business Standard Motoring

2004

Bajaj Pulsar 180 DTS-i BBC World 2003

BBC World Wheels Award 2003

Wheels Viewers Choice Two Wheeler of Year 2003 Bajaj Pulsar 180 DTS-i BBC World 2003

BBC World Wheels Award 2003

Wheels Award for Best Two Wheeler between Rs 55,000 to Rs 70,000 Bajaj Pulsar 150 DTS-i BBC World 2003

BBC World Wheels Award 2003

Wheels Award for Best Two Wheeler between Rs 45,000 to Rs 55,000 Bajaj Boxer AT KTEC BBC World 2003

BBC World Wheels Award 2003

Wheels Award for Best Two Wheeler under Rs 30,000

Page 32

. Milestone 2005 December

Bajaj Discover launched

June

Bajaj Avenger launched

February

Bajaj Wave launched

2004 September

Bajaj discover dtsi launched

Augest

New Bajaj chetak 4 stroke with wonder gear launched

May

Bajaj CT 100 launched

Jan

Bajaj Unveils new brand identity, Dons new symbol, logo brand line.

2003 October

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”in the executive motorcycle segment.

2001 November

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 Page 33

July 25

. Legend indias first 4 stroke scooter roles out of akurdi

October

Spirit launched.

1997

The Kwasaki Bajaj Boxer and the Re diesel Autorickshaw are introduced.

1995 November 29

Bajaj Auto is 50 Agreements signed with cubota japan for the development Of diesel engines for the three wheelers and with Tokyo R&D For un geared scooter and moped development. The Bajaj super excel is introduced while Bajaj celebrates Its 10 millions vehicle 1 millions vehicle were produced 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 motorcycle are introduced.

500000 vehicles produced and sold in single

financial year.

Page 34

.

Company Profile BIJJAL 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 Rs 25 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 of showroom. 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 corporate identity. 1)

Location: location is very important because to know the number of vehicle in that area Type of customer land whether the high way or city‟s well Known road is passing through the location or not.

2)

Buildings: Before constructing a building following point are taken into account. a. Nature of soil foundation requirement. b. The level of ground.

3)

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

depends the amount of capital and the space required in the building.

Page 35

. 4)

Machinery: To install the equipment in proper place the layout is drawn. It depends the amount of capital and space required in the building.

5)

Computational: Competition makes the organization to improve quality and give better service to customer.

6)

Water & Electricity: Water and electricity are necessary for workshop. It helps in providing better servicing of vehicles.

Surrounding Area:

Bijjal Motors is situated at such a place which is known for its business like ground nuts, 2 wheelers and essential commodities. As we already known that the showroom is on the city‟s well known road which join to the main road.

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 to take quotation His name is entered in the customer follow up forms; these are stored in the file. Page 36

. 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 letter the 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 person to meet customer directly.

1) Sales: the person intending to purchase the vehicle will visit the show room is makes the selection of vehicle. After he has selected the vehicle for sales manager writes the customers name is address in “invoice” and receives the amount. He also arranges for insurance of vehicle, registration of the vehicle is left to customer. 2) After filling the “information coupon” he sends the vehicle for pre delivery inspection. If it founds OK in pre delivery inspection report the key of the vehicle is handed over to few customer.

3) Billing: on the day when the vehicle is for cash both original and duplicate copy is Given to customer. But if there is hypothecation in bank then original copy of invoice And one key is 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. The Insurance policy is called as comprehensive policy‟ it means if the vehicle met With any accident or fire the vehicle owner will be indemnities by the insurance company.

Page 37

.

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 the Company.

4)

To maintain proper account about spares part.

Marketing Section:

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

Bijjal motors make the purchase of vehicle from the Bagalkot branch office and distribute the vehicle, so here there is no production of any goods. Bijjal motors ultimately make the sales to customers.

Page 38

.

About Bajaj Platina Its elegant Platinum silver color with chrome graphics is desperately catching the eyes of many finicky bike lovers. Graphic tint engine and transmission with 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 with exclusive streak design side panels and sleek rear panels with fluid grab rail design. Other mentionable features for making this bike more reliable are chrome heat shield and annular chrome rings housed in a sporty console.

Page 39

. 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 longest travel in its class of 100 mm.



Unique streak design side panels

Page 40

.

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

Page 41

.

Part-3

Page 42

. OBJECTIVES: 

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



To know the features influencing the customer during the purchase of Bajaj PLATINA Bike.



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



To Study the promotional Mix adopted by the show room.

SCOPE: The scope of the study is limited to Bijjal Motors only METHODOLOGY Methodology explains the methods used in collecting information are as follows. Description Of Research: Marketing Research design specify the procedure for conducting a research 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 from customer to study the satisfaction level With respect to PLATINA Bike. 2) Exploratory Research.: Exploratory Research is concerned with discovering the general nature 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,

3)

Primary Data.

4)

Secondary Data.

Page 43

. 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 survey research. Survey Research is the systematic gathering of information from respondents for the purpose of understanding and predicting some aspect of the behavior of the population of interest.

Measurement Techniques:

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

Questionnaire:

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

The Questionnaire designed included Open-ended questions, Multiple-Choice questions, and Dichotomous questions. Page 44

. Open-Ended Question:

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

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

Multiple-choice Question:

Multiple-Choice are immediately followed by a list of possible answers from 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 the multiple-choice question, allow only two responses such as “Yes or No”

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

Rating Scales:

The use of Rating Scale requires the rater to place an attribute of the object being rated at some point along a numerically ordered series of categories. Rating Scale focus on. Page 45

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

SAMPLING Sampling Procedure: Descriptive field studies require collection of first hand information or data pertaining to the units of study from the field. The units of study may include the area covered under the Ilkal City. “The process of drawing a sample from large population is called Sampling”.

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 Existing Customer. 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: It is the scope of study Sampling Extent is Ilkal town Sample size: The total Sample Size is 100 from different locations in Ilkal town.

Page 46

.

Part-4 DATA ANALYSES AND INTERPRETATION

Page 47

.

DATA ANALYSIS Data collected is useful only after analysis. Data Analysis involves converting a series of recorded observations into descriptive statements and inferences about relationships. The types of analysis that can be conducted depend on the nature of the measurement instrument and the data collected method.

If the researcher selects the analytical techniques prior to collecting data, the researcher should generate fictional responses to the measurement instrument, 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 due to present of dummy data, So it is preferable to select analytical technique after collection of data, depending on data collected.

Page 48

. 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%

28%

24% Age Categories 20-25 Age Categories 25-30 Age Categories 30-35

24%

24%

Age Categories 35-40

Interpretation.

From the above graph it is evident that out of 100 samples 28 customers are of between 35-40 age limits. By seeing this result we interpret that Bajaj PLATINA is preferred by middle age groups working as Clerks, Bank workers, Small outlets owner Viz Cold drinks, Because of mileage is the main reason.

Page 49

Respondents

Percentage

Friends‟ opinion

31

31%

Price

32

32%

Advertisement

22

22%

Relative opinion

15

15%

Total

100

100%

31

35 30 25 20 15 10 5 0

32 22

es

Series1

R el

at iv

t en Ad ve rti se m

Fr ie n

Pr ic e

15

ds

No

2)

. Following factors influenced you to purchase Bajaj platina Bike?

Res

Interpretation.

From the above Graph it is found that 32% of Customer are purchased Bike by preferring Price. And 31% of customer purchased the bike by the influenced of there friends. And remaining 22% customer are influenced by Advertisement 15% customer motivated to purchase the Bike through relatives opinion. The majority of the people bought Bajaj PLATINA revealed they purchase the Bike influenced by the price.

Page 50

3)

. Satisfaction Level of the Customers with respect to information given 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%

3

6 28

Highly satisfied Satisfied Dis satisfied Highly Dissatisfied

53

Interpretation.

From the above Graph its clear that most of the owner of the Bajaj PLATINA are satisfied with preliminary Information given by the mechanics while purchasing the Bike Ie 63%.

Page 51

. 5) Satisfaction level of customer with respect to the following characteristics 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%

80

72

60 40 20

13

0 Very good

13 2

Good

Bad

S1

Very Bad

Interpretation.

From the above Graph it is found that out of 100 respondents majority of the Customer are very much satisfied with the price of Bajaj PLATINA Bike as compared to other Bikes.72% of the customer said price of the bike is very good.

Page 52

. c) Engine and performance of the vehicle. Engine & performance

Respondents

Percentage

Highly satisfied

38

38%

Satisfied

45

45%

Dis satisfied

15

15%

Highly satisfied

0

0%

Highly dissatisfied

2

2%

Total

100

100%

15%

2% 38%

Highly satisfied Satisfied Dis satisfied

45%

Highly Dissatisfied

Interpretation.

From above Graph it is clear that 45% Respondents are satisfied with the performance of the vehicle and 38% of the Respondents satisfied and 15% of the Respondents are not satisfied with the performance of the vehicle the reason behind this they are facing problem Engine (carburetor).

Page 53

. d) Maintenance Cost of the Vehicle. Maintenance cost

Respondents

Percentage

Highly satisfied

10

10%

Satisfied

60

60%

Dis satisfied

20

20%

Highly satisfied

10

10%

Total

100

100%

10%

10% Highly satisfied

20%

Satisfied Dis satisfied Highly Dissatisfied 60%

Interpretation.

From the above Graph is highlighted that maintenance cost of the vehicle the maximum number of customer are satisfied with maintenance cost ie 60% hence we can say it is Happy new for the company maintenance cost of the Bajaj PLATINA Bike is less.

Page 54

. e) Aesthetics (Color).

Aesthetics color

Respondents

Percentage

Highly satisfied

28

28%

Satisfied

48

48%

Dis satisfied

18

18%

Highly satisfied

6

6%

Total

100

100%

48

50

Highly satisfied

40 30

28 Satisfied

18

20

6

10

Dis satisfied Highly Dissatisfied

0 1

Interpretation.

From the above Graph it is found that out 100 Customer 48% of Respondents are satisfied with the color and style of the vehicle and only 18% of the Respondents are not satisfied with the color of the vehicle.

Page 55

. f) Cost of spares.

Cost of spares.

Respondents

Percentage

Highly satisfied

23

23%

Satisfied

55

55%

Dis satisfied

19

19%

Highly satisfied

3

3%

Total

100

100%

55

60 50

Highly satisfied

40 30

Satisfied

23

19

Dis satisfied

20 3

10

Highly Dissatisfied

0 1

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

Page 56

. g) Mileage of the Vehicle.

Mileage of the Vehicle.

Respondents

Percentage

Highly satisfied

64

64%

Satisfied

13

13%

Dis satisfied

12

12%

Highly satisfied

11

11%

Total

100

100%

11 12

Highly satisfied Satisfied

13

Dis satisfied 64

Highly Dissatisfied

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

Page 57

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

Level warranty service

Respondents

Percentage

Highly satisfied

13

13%

Satisfied

12

12%

Dis satisfied

64

64%

Highly satisfied

11

11%

Total

100

100%

80

64

60

Highly satisfied Satisfied

40 20

Dis satisfied 13

12

11

Highly Dissatisfied

0 1

Interpretation.

From above Graph it has been observed that 64% of the customer is not satisfied only 13% Respondents are satisfied with warranty service.

Page 58

. 1) Percentage of Customer going for paid up service.

Paid up service

Respondent

Percentage

Yes

62

62%

No

38

38%

Total

100

100%

38% Yes No 62%

Interpretation.

From the above graph it is clear that majority of the customer go for the paid up service provided in the show room. As far as the Bajaj Authorized dealer scores more in Ilkal city but only 38% of the customer are go for unauthorized service station like garage.

Page 59

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

a)

Delivery Time.

Delivery Time.

Respondents

Percentage

Highly satisfied

13

13%

Satisfied

65

65%

Dis satisfied

12

12%

Highly satisfied

10

10%

Total

100

100%

10%

13%

12%

Highly satisfied Satisfied Dis satisfied Highly Dissatisfied 65%

Interpretation

From above Graph its Clear that 65% of the Respondents are satisfied with delivery time of motor‟s the company may provide service of delivery as per Customer convenience.

Page 60

. b)

Availability Spares.

Availability Spares.

Respondents

Percentage

Highly satisfied

10

10%

Satisfied

70

70%

Dis satisfied

14

10%

Highly satisfied

6

6%

Total

100

100%

70

80 60

Highly satisfied Satisfied

40 20

Dis satisfied 14

10

6

Highly Dissatisfied

0 1

Interpretation

From the above Graph it has been observed that out 100 customer 70% of the customer are satisfied with Availability of spares in showroom. Because of spare parts are Genuine parts and Guarantee, next to these are long performance and Good quality.

Page 61

. C) Attitudes of Service Provider.

Attitudes of Service Provider.

Respondents

Percentage

Highly satisfied

65

65%

Satisfied

19

19%

Dis satisfied

13

13%

Highly satisfied

3

3%

Total

100

100%

80

65

60

Highly satisfied Satisfied

40 20

19

Dis satisfied 13

Highly Dissatisfied 3

0 1

Interpretation

From the above graph it is evident that most of the respondents are strongly satisfied with the attitude of the service provider ie 65% of the Customer are highly satisfied and only 13% of the customer are not satisfied with attitudes of service provider. Remaining 3% of the customer is highly dissatisfied attitudes of service provider.

Page 62

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

complaints

Respondent

Percentage

Yes

35

35%

No

65

65%

Total

100

100%

35 Yes No 65

Interpretation

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

Page 63

. 8) Percentage of purchase Spare parts.

purchase Spare parts

Respondents

Percentage

Showroom

78

78%

Retail outlet

22

22%

Total

100

100%

78 80 60 40

22

Series1

20 0 Show room

Retail outlets

Interpretation

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

Page 64

. 9) Degree satisfaction about service charge

service charge

Respondents

Percentage

Affordable

69

69%

Costly

31

31%

100

100%

31% Affordable Costly 69%

Interpretation

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

Page 65

. 10) Level of satisfaction of Bajaj PLATINA Bike.

Satisfaction

of

Bajaj Respondents

Percentage

PLATINA Bike. Highly satisfied

58

58%

Satisfied

23

23%

Dis satisfied

17

17%

Highly satisfied

2

2%

Total

100

100%

70 60 50 40 30 20 10 0

58 Highly satisfied Satisfied 23

Dis satisfied

17

Highly Dissatisfied 2 1

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 the customer are highly satisfied with Bajaj PLATINA, 23% are satisfied with bike and only 2% of the customer highly dissatisfied.

Page 66

.

FINDINGS CUSTOMER SATISFACTION FOR BAJAJ PLATINA AT ILKAL 

Majority of the Customer have purchased the vehicle by there price and 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 the mechanics 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 spares and attitudes of the service providers.



But the customers are not fully satisfied with complaint handling procedure at bijjal motors only average customers are satisfied.



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.

Page 67

.

RECOMMENDATIOIN TO DEALER As far as the show room satisfaction is concerned, the show room scores good percentage. At But maintain this satisfaction level forever the show room 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 room service centre More & More promotional measures should be taken to increase the sales.



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



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



When ever the Bajaj Company introduces new models, then the showroom people has to arrange road shows. By doing this kind of activities the show room can retain its old customer and try to attract new customer.



Show room owners have to send some gifts and greetings to customers especially in festival seasons, like yugadi festival, Deepavali, New year because of attracting the customer and to build long run relation ship with the customers.

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RECOMMENDATIOIN SUGGESTIONS TO COMPANY

By the study it is found that all most all customer of Bajaj PLATINA are 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 of group 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 use more than 70 km speed there is no smoothness.

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. CONCLUSION

By seeing the performance of Bajaj PLATINA vehicle And service provided 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 the leading vehicles. The distribution and availability of the vehicle in bagalkot District as to be Improve Because of the Competing of the vehicle like Hero Honda, 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 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 I am doing my project at Bijjal Motors who are authorized dealer for Bajaj . The purpose of the study is to know “A STUDY ON CONSUMER SATISFACTION LEVEL OF BAJAJ PLATINA BIKE CITY”. I request you to kindly spare your valuable time for completing this questionnaire. (Please mark √ for the relevant box)

1.

Name: _________________

2.

Age:

20-25 

3.

Sex:

Male

4.

niitapuccO:

25-30 

30-35 

35-40 



Female

Businessman



eeaocpEE



Student



Professional





Other specify_____________

5.

6.

Which of the following factors influenced you to purchase Bajaj PLATINA Bike? Friend‟s opinion



Advertisement





Price Relatives opinion



Did you own any Bike previously? Name it Page 72

. ___________________ ____________________

7.

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

Characteristics

1

2

3

4

5

Price of the vehicles. Engine (carburetor) & performance of vehicles. Maintenance cost. Color. Cost of spares. Mileage.

8.

Are you satisfied with the warranty service provided by the show room? 1)

3) 5)

9.



Highly Satisfied



Average

Highly Dis-Satisfied



2) Satisfied 4)



Dis-satisfied



Are you availing any paid up service for your vehicle at Bijjal Motor‟s? Yes a)



No



If no then state your reason Page 73

1) __________

10.

3) _____________

Have you experienced any major problems with your bike? Yes

11.

. 2) ______________



No



Are you satisfied with information given (or) complaint solved by the show room Service Station? Yes

a)





No

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 in service.

Character sticks

Highly

Satisfied

Satisfied

Dis-

Highly

satisfied

Dissatisfied

1. Delivery time.

2. Availability spares.

3. Cost of spares.

4. Attitudes of service provider.

5. Cost of service.

14.

Your opinion about service charges? Affordable

15.

16.





Costly

To what extent the Bajaj PLATINA bike has satisfied your need purchase? 1.

Very Good

3.

Average

 

2. Good



3. Not Good



Do you have any specific to Bijjal Mtors to improve customer Satisfaction? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Page 75

. BIBLIOGRAPHY

TEXT BOOKS  MARKET 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 Google search

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