A

Project report on

Consumer satisfaction towards Bajaj bike

As a part of partial fulfillment of the curriculum of BBA

Submitted

By

Kshatriya Santosh Rajender Singh

Roll no:-75

Guided by

Mitul.G.Dhimar

DOLAT-USHA INSTITUTE OF APPLIED SCIENCES

AND

DHIRU-SARLA INSTITUTE OF MANAGEMENT &

COMMERCE

VALSAD, 396001(GUJRAT) 2011-12

1
 CERTIFICATE

This is to certify that this project report titled “Consumer

Satisfaction Toward Bajaj bike” has been successfully completed by
Mr.”Kshatriya Santosh Rajender singh”based on his own work.

This project incorporates the results of his study and

analysis, this project is submitted to Dolat –Usha institute of applied
sciences and Dhiru-sarla Institute of management and commerce,
Valsad for the requirement of degree of Bachelor of business
administration in Veer Narmad South Gujarat University.

Project Guide: - Director:-

Mitul.G.Dhimar Dr.Pankaj Desai

Place:-

Date:-

2
 Declaration

I Kshatriya Santosh Rajender Singh , student of

Dolat –Usha institute of applied sciences and Dhiru-Sarla Institute
of management and commerce Valsad affiliated to Veer Narmad
South Gujarat University Surat declare that this project report is
submitted in partial fulfillment of the requirement of BBA program.

I declare that this submitted work is done solely by

me and to the best of my knowledge; no such work has been
submitted by any other person for the award of degree.

I also declare that all the information collected from

various secondary sources has been duly acknowledged in this
project report.

KshatriyaSantoshRajenderSingh

Roll no.75

Acknowledgement

3
 I am student of T.Y.BBA 6th semester. Hardly express my whole
hearted and sincere Thanks to some of the Gems of who have guided
me:

Mitul.G.Dhimar (lecture)

Also very expressive thanks to our Director Dr. P.S Desai. And
course coordinator Mr. Mitul.G.Dhimar and all Lecturer for having
given me an opportunity to select the survey for taking my project at my
own choice.

I am very much proud to be the student of our Dolat-Usha institute

of applied sciences and Dhiru-sarla institute of management and
commerce, valsad and also to be the student of our Lecture for their
guidance throughout the time period so far collages life which really
helped me in undergoing the project.

Not least by I express Thank to my colleague who spent their

valuable time for the successful collection of the information for my
study.

Kshatriya Santosh Rajender Singh

TY BBA Roll no.75

Preface

4
 Now a day’s along the theoretical knowledge the practical
knowledge is much important. Hence winter training is a part of
management which helps in gaining practical knowledge. At time of this
period, I got the knowledge of book learning theoretical and how it is
useful in practical marketing and knowledge of difference between
gaining and usefulness of the knowledge.

Mostly purpose of training was to get the knowledge of marketing

environment. As I got the opportunity to prepare report on consumer
satisfaction towards Bajaj bike. I am great full to get the chance to do my
survey work in dharampur and valsad.

During the time period I got to do the better use of my theoretical

knowledge into practical and relate both for successful result.

Some aspects of this sector are really going to be useful in my

bright future.

The contain provided in this report is derived with reference from

various books, website, guidance from people related to the field.

Thanking You

Kshatriya santosh . R.singh

Roll No.75 T.Y BBA

Executive Summary

5
 Here by I Kshatriya santosh had make some analysis on consumer
satisfaction towards Bajaj bikes, and consumer survey on different bikes
and futures.

Some of questions about rating scale of research methodology are

to be used to know about how much product liking towards consumer.

The content of this project is an essential concept, which is based

on consumer satisfaction level. As the bikes are different in futures. All of
them will be based on some of these concepts.

The respondents experience about bikes performance and there own

preferences are to be involved in this survey.

I include only the learning process in my report formal courses offered

by the institute.

The different modes of purchase by consumers are included in the

project. And also about the consumers problems and changes they need
are to be included.

From the analysis of the bike segment, I have found the conclusion
and suggestion.

Table of Content

6
Serial number Particulars Page number
1 Industry profile 8
2 Company profile 11
3 Theoretical aspect of the concept 19
4 Research methodology 22
5 Objective of study 23
6 Analysis of the data 26
7 Findings 49
8 conclusion 51
9 Recommendation 53
10 Bibliography 55
11 Annexure 57

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 TWO-WHEELER INDUSTRY: GROWTH DRIVERS INTACT

 The Indian two-wheeler (2W) industry has shown a strong volume Growth
over the last two-years, having grown by 25% in 2009-10 and 27% in 2010-
111 to reach 13.3 million units. This strong double-digit Growth has been
driven by multiple factors, one reason, of course, is Statistical as this period of
high double-digit growth has showed up After a rather sedate previous two
years, when the 2W industry Volumes had shrunk by 5% in 2007-08 and had
grown by a mere 5% in 2008-09, In addition to the contribution of pent-up
demand, the 2W Industry growth over the last two years has been supported
strongly By various underlying factors including ndia’s rising per capita
Increasing rural demand, growing urbanization, swelling replacement
Demand, increasing proportion of cash sales and the less measurable Metric
of improved consumer sentiment,

 Going forward, ICRA expects the 2W industry to report a volume CAGR of 10-
12% over the next five years to reach a size of ~21-23 million units by
2015-16 as it views the fundamental growth drivers - comprising of expected
steady GDP growth, moderate 2W penetration levels, favorable demographic
profile, under developed public transport system and utility quotient of a 2W -
to be intact, Additionally, the entry of new players in the industry, multitude of
new model/ variant launches, growing distribution reach, cheaper ownership
costs on a relative basis are expected to be some of the other prime movers
for industry growth over the medium term, In ’s view, while the trend in rising
commodity prices, hardening interest rates and increasing fuel costs may lead to
some moderation in industry growth over the short term, the growth over the
medium to long term is expected to remain in double digits

8
  ICRA believes the landscape of the Indian 2W industry is set to evolve as
several new players are keen to enter into the Indian market which would further
intensify competition; most existing players plan to
Extend/ strengthen their reach into the rural and semi-urban markets To harness
incremental growth opportunities; and manufacturers are Showing increased
thrust on new product development and Repositioning to tap new customer
segments, these dynamics would Ensure that business does not remain as usual
for the large incumbents As market share may change hands to some extent,
Nevertheless, the Existence of strong product capability, wide distribution
network and Established supply chain will continue to be the necessary
conditions To sustain competitive advantage and achieve economies of scale,In
view of the higher than expected demand last year, several OEMs Had faced
capacity constraints in their supply chain for select Components which resulted in
persistent demand-supply gap for few Models, reflected in long waiting periods at
dealers’ end, O overcome

 supply constraints and also to gear up for meeting the continued buoyancy
in demand, most players currently have plans to expand production capacity
which would entail large capital expenditure (capex) both by Original
Equipment Manufacturers (OEMs) as well as suppliers, While this may pull
down the profitability metrics of industry participants over the short term, the
anticipated strong volume growth should enable them to tide over the short term
pressures and emerge with a bigger scale and a relatively stronger credit profile
over the medium term. Also, ICRA views the current asset-light business model
of OEMs as key positive as most of the players source a majority of components
from suppliers and in-house facilities are generally limited to component
assembly (or manufacture of select parts), Thus, capacity expansion in existing
facilities by OEMs is likely to involve only moderate incremental capex;
although the quantum is expected to be much higher for OEMs who plan to
establish Greenfield facilities to augment existing capacity which may impact
RoCE to some extent, Further, for suppliers engaged in capital intensive
product segments like castings, forgings and machining, the payback is
expected to be accomplished over a relatively longer time horizon as compared

9
 to that likely to be achieved by OEMs or other auto component manufacturers.

DEMAND DRIVERS FOR THE 2W INDUSTRY

On one hand, growing economic well-being reflected in rising per capital GDP is
likely to make 2Ws most affordable; on the other, various fundamental drivers such
as low 2W penetration (in relation to several other emerging markets), favorable
demographics, growing urbanization and swelling replacement demand are
expected to enable the growth momentum to sustain over the medium term.
Under-penetrated market as compared to other emerging markets to provide
adequate headroom for future growth
Although India is the second largest 2W market in the world in terms of sales
volumes (after China),
The 2W household penetration level in the country is much lower at around 36%
than in some of the other emerging markets such as Brazil, Indonesia, Thailand and
Taiwan, Also, the penetration rates Differ between India’s rural and urban areas,
with the rural areas being under-penetrated by a factor of 3 xs as compared to larger
cities, That said, assuming that households having annual income less than Rs,
90,000 do not have the ability to own a 2W, the existing household 2W penetration in
India in the addressable income segment of households (i,e, income greater than
Rs. 90,000) is estimated to be around 74%,A large youth population potentially
offers a sizeable market for consumer products, India currently has a very favorable
demographic profile with average age of 25 years, which is 9 years younger than
China, and most than 12 years and 19 years younger than the US and Japan,
respectively, As per ’s estimates (based on Census 2001 and Census 2011 data),
33% of India’s population

10
 Company profile:-

Bajaj Auto limited is one of the largest two wheeler manufacturing company
in India apart from producing two wheelers they also manufacture three wheelers,
The company had started way back in 1945, Initially it used to import the two
wheelers from outside, but from 1959 it started manufacturing of two wheelers in the
country, By the year 1970 Bajaj Auto had rolled out their 100,000th vehicle, Bajaj
scooters and motor cycles have become an integral part of the Indian milieu and
over the years have come to represent the aspirations of modern India, Bajaj
Auto also has a technical tie up with Kawasaki heavy industries of Japan to
produce the latest motorcycles in India which are of world class quality The Bajaj
Kawasaki eliminator has emerged straight out of the drawing board of Kawasaki
heavy industries the core brand values of Bajaj Auto limited includes Learning,
Innovation, Perfection ,Speed and Transparency.

Bajaj Auto has three manufacturing units in the country at Akurdi,

Walujand Chakan in Maharashtra, western India, which produced
2,314,787 vehicles in 2005- 06, The sales are backed by a network of
after sales service and maintenance work Shops all over the country.

Bajaj Auto has three manufacturing units in the country at Akurdi, Waluj
and Chakan in Maharashtra, western India, which produced 2,314,787
vehicles in 2005- 06, The sales are backed by a network of after sales
service and maintenance work Shops all over the country.

11
Founder Jamnalal Bajaj

Year of 1926
Establishment

Industry
Automotive - Two & Three Wheelers

Business Group The Bajaj Group

Listings & its

codes BSE - Code: 500490; NSE - Code: BAJAJAUTO

Presence
Distribution network covers 50 countries, Dominant
presence in Sri Lanka, Bangladesh, Columbia, Guatemala,
Peru, Egypt, Iran and Indonesia
Joint Venture
Kawasaki Heavy Industries of Japan

Registered &
Head Office Akurdi
Pune – 411035

India
Tel:- +(91)-(20)-27472851
Fax: -+(91)-(20)-27473398

Works
Akurdi, Pune 411035
Bajaj Nagar, Waluj Aurangabad 431136
Chakan Industrial Area, Chakan, Pune
411501

E-mail rahulbajaj@bajajauto.co.in

Website www.bajajauto.com

12
 Bajaj Autos Ltd.

Type Public

Founded 1945

Headquarters Pune,India

Key people RahulBajaj (Chairman)

Rs. 1,01,063 billion (2006) or

Revenue
USD 1.87 billion

Net income Rs. 17,016 billion

Website www.bajajauto.com

Employees ???

Bajaj Auto is a major Indian automobile manufacturer. It is India's largest and the
world's 4th largest two- and three-wheeler maker. It is based in Pune, Maharashtra,
with plants in Waluj near Aurangabad, Akurdi and Chakan, near Pune. Bajaj Auto
makes motor scooters, motorcycles and the auto rickshaw.

13
 COMPANY'S HISTORY
Bajaj Auto came into existence on November 29, 1945 as M/s Bach
raj Trading Corporation Private Limited. It started off by selling imported
two- and three-wheelers in India. In 1959, it obtained license from the
Government of India to manufacture two- and three-wheelers and it
went public in 1960. In 1970, it rolled out its 100,000th vehicle. In 1977, it
managed to produce and sell 100,000 vehicles in a single financial year.
In 1985, it started producing at Waluj in Aurangabad. In 1986, it managed
to produce and sell 500,000 vehicles in a single financial year. In 1995, it
rolled out its ten millionth vehicles and produced and sold 1 million
vehicles in a year.

Timeline of new releases

 1971 - three-wheeler goods carrier

1972 - Bajaj Chetak

1976 - Bajaj Super

1977 - Rear engine Auto rickshaw

1981 - Bajaj M-50

1986 - Bajaj M-80, Kawasaki Bajaj KB100

1990 - Bajaj Sunny

1994 - Bajaj Classic

1995 - Bajaj Super Excel

1997 - Kawasaki Bajaj Boxer, Rear Engine Diesel Auto

rickshaw

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 1998 - Kawasaki Bajaj Caliber, Legend (India's first four-stroke
scooter)

2000 - Bajaj Saffire

2001 - Eliminator, Pulsar

2003 - Caliber115, Bajaj Wind 125, Bajaj Pulsar

2004 - Bajaj CT 100, New Bajaj Chetak 4-stroke with Wonder

Gear, Bajaj Discover DTS-i

2005 - Bajaj Wave, Bajaj Avenger, Bajaj Discover

2006 - Bajaj Platina

2007 - Bajaj Pulsar-200

Scooters:-

 Bajaj Sunny
 Bajaj Chetak
 Bajaj Cub
 Bajaj Super
 Bajaj Wave
 Bajaj Legend

Motorcycles:-

1. Kawasaki Eliminator

2. Bajaj Pulsar

3. Bajaj Kawasaki Wind 125

4. Bajaj Boxer

5. Bajaj CT 100
6. Bajaj Platina

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 7. Bajaj Caliber

8. Bajaj Discover
9.Bajaj Avenger

10. Bajaj Pulsar 220 DTS-Fi

Upcoming Models:-
1. Bajaj Krystal
2. Bajaj Blade
3. Bajaj Sonic
4 .Bajaj XCD String

New Image:-
The company, over the last decade has successfully changed its image
from a scooter manufacturer to a two wheeler manufacturer, product range
ranging from Scooters to Motorcycle. Its real growth in numbers has
come in the last 4 years after successful introduction of a few models in
the motorcycle segment.The company is headed by Rahul Bajaj who is
worth more than US$1.5 billion.

16
17
18
19
Factor affecting consumer buying:-

Under the systems view of factor affecting consumer buying process . we

have following factors includes

1. inputs

2. processing

3. outputs

4. feedback loop.

The objective of the process is satisfaction or service.

Input includes buying power,marketing mix,and other factors.marketing mix

is the marketing efforts in product, price,promotion and distribution
appeals. and other inputs are intra personal influences, inter influences
and environmental factors. intra personal influences reflected in motivation,
teperception, learing, attitude and personality of buyers. inter personal
influences are represented by family, social class, reference group and
culture. And other environmental influences are general economic
conditions, pending legislation, fashion trends, and technological
advances.

Outputs are buyer’s attitude,opinions,feelings, and preferences as affected

by buying process and buyer’s actions such as patronage, barand or store
loyalty, positive or negative influences upon othes potential buyers.
Purchaseing responses are : choice of product,brand dealers,quantities,etc

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Consumer Buying process:-

This is an important process which has a vital role in consumer behavior

studay. This is the first essential step to understand consumer behavior.
The objective of study of consumer buying process is to know how a
consumer makes decision regarding buying or not buying any commodity.
In the most cases, a decision involves the selection of an option from two
or more than two or more attractive choices.

The buying process is the process of decision-making leading to a

purchase function. It represents a problem-solving approach. The
mechanism is the same as in any processing activity in which we supply
some input followed by the processing activity and finally the output comes
before us.

1. INPUT 2. PROCESS 3. OUTPUT

During the last two decades, numerous models of consumer behavior

depicting the buying process have been developed. All these models treat
the consumer as a decision-maker who comes to the market place to solve
his consumption problems and to achieve the satisfaction of his needs.

21
22
 RESEARCH METHODOLOGY
It is well known fact that the most important step in marketing research
process is to define the problem. Choose for investigation because a problem
well defined is half solved. That was the reason that at most care was taken while
defining various parameters of the problem. After giving through brain storming
session, objectives were selected and the set on the base of these objectives. A
questionnaire was designed major emphasis of which was gathering new ideas or
insight so as to determine and bind out solution to the problems.

The Research can also be defined as the search for knowledge, or as any
systematic investigation, with an open mind, to establish novel facts, usually using a
scientific method. The primary purpose for applied research (as opposed to basic
research) is discovering, interpreting, and the development of methods and systems
for the advancement of human knowledge on a wide variety of scientific matters of
our world and the universe.

(A) AGREE ON RESEARCH PURPOSE

My project report is on the “Customer satisfaction towards Bajaj bike ”. The purpose
of research was to know different peoples satisfied with bikes or not?

(B) ESTABLISHING THE RESEARCH OBJECTIVE

1. To analyze the customer satisfaction.

2. To analyze the customer preference.

3. To know which manufacturer is providing better services.
4. To analyze after sales services of bikes.
5. To study the behavioral factors of consumers in motor bikes.
6. To suggest various factors to improve sales.

23
(C) DESIGN THE RESEACH

SAMPLING METHOD

Sample=200

Two step sampling

1. Purposive sampling

This is a sampling method under which sample is chosen with an underlying purpose
of theme. In this method subject are selected because of same characteristics.
Individuals may wish to make a particular point and may choose their sample with
this purpose in mind.

Sample theme: - sample of different peoples who live in valsad and Dharampur

2. Simple Random Sampling

Second step of selecting sample is through random sampling in which each member
of the population has an equal and known chance of being selected.

The target population that will be sampled. This research was carried in
Dharampur and valsad (Dist-valsad, gujrat). These were 200 respondents

(D) DATA COLLECTION

Survey method

I had used the survey method for data collection. I had done “on Customer
satisfaction survey of cold drinks” In survey the customer included from valsad.

For data collection I had made interview schedule for customer of cold drinks. I
interviewed 200 respondence in a month time.

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Personal interview

In this type of method there is a direct contact between the interviewer and
respondent. The interviewer interviews the respondent in person. I have done
personal interview of total 200 respondents.

(E) DATA TABULATION AND DATA ANALYSIS

Data analysis

After the data has been collected, it was tabulated and findings of the project
were presented followed by analysis and interpretation to reach certain conclusions.
Frequency of a particular observation is the number of times the observation occurs
in the data. The distribution of a variable is the pattern of frequencies of the
observation. So in my analysis I write the frequency of different responses that I got
through my project.

25
26
 1. Which bike you are using now?

Response:-
Model Pulsar Ct-100 Platinam Discover Others total
No. of 41 44 36 49 30 200
Resp.

60
49
50 44
41
40 36
30
30

20

10

0
Pulsar Ct-100 platina Discover Others

Analysis:- From the above chart we can see that out of all response 49
respondents are using discover, 44 respondents are using ct-100, 41
respondents are using Pulsar, 36 respondents are using platinum and
remaining 30 respondents are using others models of Bajaj like caliber,
boxer etc.

Conclusion: - From the above analysis we can conclude that most of

consumers of Bajaj are interested in Discover bike.

27
 2. From how many years do you own the bike?

Response:-
Options 0-1 1-2 2-4 4 & above total
No. of 40 55 64 42 200
Resp.

64
70
55
60

50 40 42

40

30

20

10

0
0--1 1--2 2--4 4 & above

Analysis:- From the above chart we can see that out of all response 2-
4 year respondents 64 have own bike, 1-2 year respondents 55 have
own bike, 4 & above year respondents 42 have own bike, And
remaining 40 respondent have 0-1 year own bike.

Conclusion: - From the above analysis we can conclude that most of

consumer of Bajaj have 2-4 year own bike.

28
 3. What was your budget at the time to purchase?

Response:-

Options 35000- 45000- 75000- Most than total

45000 70000 1lakh 1Lakh
No. of 41 79 66 14 200
Resp.

90
80 79
70
66
60
50
40 41

30
20
14
10
0
35-45 45-70 75-1 lakh more than 1 lakha

Analysis: - From the above charts we can see that out of all response
45 -70 thousands budgeted respondents are 79, 75 thousands to 1 lakh
budgeted respondents are 66, 35 to 45 thousands budgeted
respondents are 41, most than 1 lakh budgeted respondents are 14.

Conclusion: - From the above analysis we can conclude that most of

responder have 45- 70 thousands budgeted towards bike

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 4. What factor inspires you to purchase bike?

Response:-
Options Price Average Brand Others total
No. of 51 71 44 34 200
Resp.

80
70
60
50
40
Y-Values
30
20
10
0
Price Average Brand Others

Analysis: - From the above chart we can see that out of all response
71respondent are inspired by average, 51 respondents are inspired by
price, And 44 respondents are inspired by brand, And 34 respondent are
inspired by other factors like advertisement...etc

Conclusion: - From the above analysis we can conclude that most of

respondent inspired by average.

30
 5. Who influence you to purchase bike?

Response:-
Options Friend’s Relatives Mechanic Others total
No. of 47 61 51 41 200
Resp.

Others Friends
21% 23%

Mechanic
26% Relatives
30%

Analysis: - From the above chart we can see that out of all response
61Respondent are influence by Relatives, 51 respondents are influence
by Mechanic, 47 respondents are influence by Friend’s, 41 respondents
are influence by others like personal decision or brand is bester

Conclusion: - From the above analysis we can conclude that most of

Respondent is influence by Relatives

31
 6. Which types of bike do you prefer?

Response:-

Options Average Sports Cheaper Others total

price
No. of 66 52 60 22 200
Resp.

Others 22

Cheaper Price 60

Sports 52

Average 66

0 20 40 60 80

Analysis: - From the above chart we can see that out of all response the
66 average types bikes are most prefer, 60 cheaper price types of bikes
are preferred, 52 Sports types of bikes are prefer, And 22 other types of
bikes are preferred, Like good looking, etc

Conclusion: - From the above analysis we can conclude that most of

respondent are prefer average types bikes.

32
 7. Which type of bike you purchase?

Response:-
Options Mileage Looks Stability Engine Light total
weight
No. of 50 70 25 22 33 200
Resp.

Light weight 33

Engine 22

Stability 25

Looks
70

Mileage 50

0
20
40
60
80

Analysis: - From the above chart we can see that out of all response 70
respondents are purchases better looking bikes, 50 respondents are
purchases better mileage making bikes, 33 respondents are purchases
light weight bikes, And 25 respondents are purchases most stability
making bikes, And finally 22 respondents are purchases most power full
engine bikes.

Conclusion: - From the above analysis we can conclude that most of

respondents are purchases better looking bikes.

33
 8. Which color do you selected in your bike?

Response:-
Options Black Combine Sand silver Others total
colors’
No. of 35 82 52 31 200
Resp.

Black Combine color's Sand silver Others

41%
26%
42%

16%
17%

Analysis:- From the above chart we can see that out of all response 82
respondents are have combine color types of bikes, 52 respondents are
having sand silver types of bikes, 35 respondents are have black color
types of bikes, And 31 respondents are having other color types of
bikes.

Conclusion: - From the above analysis we can conclude that most of

respondent are purchase combine color types of bikes.

34
 9. Which thing that you like in our product?

Response:-
Options After sales Better Low Others total
service performance maintains
No. of 49 65 55 31 200
Resp.

After Sales service Better performance low maintains others

16%
24%

28%

32%

Analysis: - From the above chart we can see that out of all response 65
respondent are like bikes performance, 55 respondent are like bikes low
maintains, 49 respondents are like Bajaj’s after sales service, While 31
respondent are like bikes other things.

Conclusion: - From the above analysis we can conclude that most of

respondent are like bikes better performance.

35
 10. What is the disadvantage of bike?

Response:-
Options Tubeless Oil Bhp Gear box other total
tyre cooled
engine
No. of 20 32 42 73 33 200
Resp.

80

70

60

50

40

30

20

10

0
Tubeless tyre Oil cooled bhp gear box others
engine

Analysis: - From the above chart we can see that out of all response 73
respondents are things that gear box problems, 42 respondents are
things that Bhp problems, 33 respondents are things that other problems
like battery, engine, etc, 32 respondents are things that oil cooled engine
problems, 20 respondents are things that tube less tire is bike’s dis
advantages.

Conclusion: - From the above analysis we can conclude that most of

respondents are things that gear box is bike’s dis advantage.

36
 11. What do you accept more from our product?

Response:-
Options Less price More Lower Better total
mileage maintains performance
No. of 42 62 43 53 200
Resp.

Better Performance 53

Low maintaince 43

more mileage 62

Less Price 42

0 20 40 60 80

Analysis: - From the above chart we can see that out of all response 62
respondents are accepting more mileage, 53 respondents are accepting
better mileage, 43 respondents are accepting low maintained, 42
respondents are accepting less price.

Conclusion:- From the above analysis we can conclude that most of

respondents are accept more mileage.

37
 12. Which types of fuel used by your bike?

Response:-
Options Petrol CNG LPG Others total

No. of 156 33 11 0 200

Resp.

200 Petrol, 156

150

100

CNG, 33

50 LPG, 11
Others, 0

0
0 1 2 3 4 5

-50

Analysis: - From the above chart we can see that out of all response
156 Respondents are used petrol as a fuel, 33 respondents are used
cng as fuel , 11 respondents are used Lpg as fuel , And respondents
are used other source as fuel like electricity etc.

Conclusion: - From the above analysis we can conclude that most of

Respondents are used petrol as a fuel.

38
 13. What is the one thing you want to add in our bike product?

Response:-
Tube less Better Gear Non cluch handled
Options bhp total
tire box bike
No. of
30 44 60 66 200
Resp.

70
60
50
40
30
44 60 65
20 32
10
0
Tyre
Non of these
BHP
NON cluch
handled bike

Analysis:- From the above chart we can see that out of all response 66
Respondents are want to add non clutch handled types of bike, 60
respondents are wanted to add more BHP in bikes, 44 respondents are
wanted to add better gear box in bike, And 32 Respondents are wanted
to add tube less tire in his bike.

Conclusion: - From the above analyses we can conclude that most of

Respondents are want to add non cluch handled types of bike.

39
 14. Rate the following feature of your bike?

Response with chart:-

Features Excellent Very good Good Average Poor Total

Engine 51 64 53 22 10 200
Color 30 68 60 21 21 200
Average 75 50 35 26 14 200
Service 10 38 66 65 21 200

80
75
70 68
64
66 65
60
60
51 53
50 50

40
35 38
30
30
22 26
20 21 21

10 21
10 14
10
0
Engine
Color
Average
Service

Excellent very good good average poor

Analysis: - From the above chart we can see that out of all response 51
respondent responses Excellent for engine, 64 respondent responses
Very good for engine, 53 respondent responses good for engine, 22
respondent response averages for engine, 10 respondent response
Poor for engine.

40
30 respondent response Excellent for color, 68 respondent response
Very good for color, 60 respondent response good for color, 21
respondent response average for color, 21 respondent response Poor
for color.

75 respondent response Excellent for Average, 50 respondent response

Very good for Average, 35 respondent response good for Average, 26
respondent response average for Average, 14 respondent response
Poor for Average.

10 respondent response Excellent for Service, 38 respondent response

Very good for Service, 66 respondent response good for Service, 65
respondent response average for Service, 21 respondent response Poor
for Service.

Conclusion: - From the above analysis we can conclude that most of

respondents are response to average at excellent level.

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15. If you plan to purchase to new bike will you prefer to purchase
same brand?

Response:-
Options Yes No total

No. of Resp. 159 41 200

Yes No

21%
79% 21%

Analysis: - From the above chart we can see that out of all response
159 respondents are ready to purchase same brand products, 41
respondents are not ready to purchase types brand products.

Conclusion: - From the above analysis we can conclude that most of

respondent are ready to purchase same brand products.

42
 16. What factor that you inspire to prefer our bike?

Response:-
Options Advantages Brand Competitive others total
image price
No. of 41 46 87 26 200
Resp.

100
80 87
60
41 46
40
20 Q-16
26
0
Advantages
Brand image
Competitive
Others
Price

Analysis: - From the above chart we can see that out of all response 87
respondent are inspire to purchase because of competitive price,
46respondent are inspired to purchase because of Brand image,
41respondent are inspired to purchase because of advantages of bike.

Conclusion: - From the above analysis we can conclude that most of

respondent are inspire to purchase because of competitive price.

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 17. Do you want any change in existing product?

Response:-
Options Ct-100 Discover Pulsar Platinum Others total

No. of 33 30 56 39 42 200
Resp.

Ct-100 Discover Pulsar platiniam Others

21% 16%

15%

20%

28%

Analysis:- From the above chart we can see that out of all response
56 respondent are wanted change in pulsar,42 respondent are wanted
change in other bikes like boxer ,caliber etc, 39 respondent are wanted
change in platinum, 33 respondents are wanted change in ct-100, 30
respondent are wanted change in discover.

Conclusion: - From the above analysis we can conclude that most of

respondent are wanted change in pulsar.

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 18. What was your mode of purchasing bike?

Response:-
Options Credit Installment Loan Exchange Cash total
facilities offers
No. of 25 30 40 15 90 200
Resp.

Credit
12%

Cash Installment
45% 15%

Loan Facilities
20%

Exchange offers
8%

Analysis: - From the above chart we can see that out of all response
90 respondents are purchase by cash, 40 respondents are purchase by
loan facilities, 30 respondents are purchase by installments, 25
respondents are purchase by credit, 15 respondents are purchase by
exchange offers.

Conclusion: - From the above analysis we can conclude that most of

respondent are purchase by cash.

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 19. More preferable bike in Bajaj Company?

Response :-

Features Excellent Very good Good Average Poor Total

Pulsar 53 63 62 22 0 200
CT-100 50 80 40 20 10 200
Discover 70 63 53 13 1 200
Platinam 28 45 70 40 17 200
others 0 25 55 85 35 200

excellent Very good good Average poor

85
80

70 70

6362 63

55
53 53
50
45
40 40
35

28
25
22
20
17
13
10

0 1 0

Pulsar CT-100 Discover Platinam others

Analysis: - From the above chart we can see that out of all response 53
respondent responses Excellent for Pulsar, 63 respondent responses
Very good for Pulsar, 62 respondent responses good for Pulsar, 22

46
respondent response averages for Pulsar, zero respondent response
Poor for Pulsar.

50 respondent response Excellent for Ct-100, 80respondent response

Very good for Ct-100, 40 respondent response good for Ct-100, 20
respondent response average for Ct-100, 10 respondent response Poor
for Ct-100 .

70 respondent response Excellent for Discover, 63 respondent response

Very good for Discover, 53 respondent response good for Discover, 13
respondent response average for Discover, 1 respondent response Poor
for Discover .

28 respondent response Excellent for Platinam, 45 respondent response

Very good for Platinam, 70 respondent response good for Platinam, 40
respondent response average for Platinam,17respondent response Poor
for Platinam. .

Zero respondent response Excellent for others, 25 respondent response

Very good for others, 55 respondent response good for others, 85
respondent response average for Others, 35 respondent response Poor
for Others.

Conclusion: - From the above analysis we can conclude that most of

consumer of Bajaj are prefer discover bike

47
 20. Are you satisfied with the service provided by Bajaj?

Response:-
Options Yes No total

No. of Resp. 168 32 200

Yes No

16%

84%

Analysis: - From the above chart we can see that out of all response
168 respondents are satisfied, 32 respondents are not satisfied.

Conclusion: - From the above analysis we can conclude that most of

respondent are satisfied.

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49
 FINDINGS

1. During this research project I came into the contact with many
customers who are having bikes. It has been found that In Bajaj the
customers are giving more preference to discover and Pulsar mode

2. It has been observed that the customers are using their bikes
mostly for official and personal purpose. It is observed that Bajaj
the awareness comes from newspapers and televisions.

3. When the customers are asked that are they satisfied

with the performance of their bikes then most of them
agrees to the fact. Anything. It is observed that most of
the customers are having full knowledge of the bike
before purchasing
4. In Bajaj bikes customers gets more influenced by the price and
quality of the bike and also they think that it adds value to their
prestige.

5. It is observed that in rating of different features of different bikes

people give maximum rating to the look and shape of the bike. At
the second they give their rating to the pick up. At the third they
rate mileage. And at the fourth l they give points to maintenance. At
last they rate price and brand image.

6. It is observed that the customers of majority of the customers of

Bajaj are ready to change their bikes if new bike provides some
good features to them.

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51
 Conclusion

1. Bajaj is purchased more by daily users who needs more average

of bikes than looks.

2. Bajaj is considered to be most fuel-efficient bike on Indian roads.

3. Service & Spare parts are available throughout India in local markets
also.

4. While buying a motorcycle, economy is the main consideration

in form of maintenance cost, fuel efficiency.

5. Majority of the respondent had bought their motorcycle more than 3

years.

6. Most of the Flame, Pulsar, is purchased by young generation 18

to 30 years because they prefer stylish looks and rest of the models
of Bajaj.

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 RECOMMENDATION

1. Bajaj should introduce some more models having more engine

power.

2. Bajaj should think about fuel efficiency in case of upper segment

bikes.

3. More service centers should be opened.

4. Maintenance cost and the availability of the spare parts should

also be given due importance.

5. They also introduce some good finance/discount schemes for

students.

6. The price should be economic.

54
55
 BIBLIOGRAPHY
1. www.bajajauto.com

2. www.google.com

3. www.bajaj.com

4. www.twowheeler.com

5. www.extrememachines.com

6. S.A.SHERLEKAR (marketing management)

56
57
 QUESTIONNAIRE:-

---Consumer satisfaction survey towards Bajaj bike---

Response sheet

Name:-………………………................................................................

Age:-……… Gender:-…………….

Address:-

…………………………………………………………………………

Contact number:-……………………………………………………..

1. Which bike you are using now?

Pulsar Ct-100

Platinuiam Discover Others

2. From how many years do you own the bike?

0-1 1-2

2-4 4 & above

3. What was your budget at the time to purchase?

35000-45000 45000-70000

75000-100000 More than 1, 00,000

4. What factor inspires you to purchase bike?

Price Average

Brand Others

58
5. Who influence you to purchase bike?

Friend’s Relatives

Mechanic Others

6. Which types of bike do you prefer?

Average Sports

Cheaper price others

7. Which type of bike you purchase?

Mileage Looks
Stability Engine Light weight

8. Which color do you selected in your bike?

Black Combine colors’

Sand silver others

9. Which thing that you like in our product?

After sales service Better performance

Low maintains others

10. What is the disadvantage of bike?

Tubeless tyre Oil cooled engine
Bhp Gear box other

59
11. What do you accept more from our product?

Less price more mileage

Lower maintains Better performance

12. Which types of fuel used by your bike?

Petrol CNG

LPG Others

13. What is the one thing you want to add in our bike product?
Tube less tyre none of these
bhp Non cluch handled bike

14. Rate the following feature of your bike?

Futures 1 2 3 4 5

Engine

Color

Average

Service

1-excellent, 2-very good, 3-good, 4-average, 5-poor

15. If you plan to purchase to new bike will you prefer to purchase same
brand?

Yes No

If no than which……………………..

60
16. What factor that you inspire to prefer our bike?

Advantages Brand image

Competitive price others

17. Do you want any change in existing product?

Ct-100 Discover

Pulsar Platinum Others

18. What was your mode of purchasing bike?

Credit Installment

Loan facilities Exchange offers cash

19. More preferable bike in Bajaj Company?

Products 1 2 3 4 5

Pulsar

CT-100

Discover

platinum

others

1-excellent, 2-very good, 3-good, 4-average, 5-poor

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20. Are you satisfied with the service provided by Bajaj?

Yes No

If no than why……………………………………………………………….

21. Any suggestions towards about product?

 ....……………………………………………………………………………………………………………
…….…………………………………………………………………………………………………………
……………………………………………………………………………………………………………….

Date: / /2012 Respondent signature:-

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