SUMMER INTERNSHIP PROJECT

PROJECT REPORT ON

CUSTOMER SATISFACTION ON AVENGER 150STREET IN AGARTALA

For the partial fulfillment of the requirements for the program of

BACHELOR OF BUSINESS ADMINISTRATION

Submitted by– MANAJIT BHOWMIK

ID no– 16ATUA033

Course – BBA

Done under the supervision of

Dr. Sukantasarkar
Faculty of management Studies
Company – PRIYA BAJAJ

THE ICFAI UNIVERSITY

Kamalghat, Tripura

SELF DECLARATION
1
I declare that the project entitled “A study on customer satisfaction on BAJAJ Avenger 150 Street
in Agartala” with special reference to Priya Bajaj Submitted by me for the degree of BBA under the
guidance of ‘Dr. Sukanta Sarkar’ has not formed the basis for the award of any degree, diploma
associate ship, fellowship, titles in this or any other University or any other similar Institutions of
Higher learning.

Date: Signature of the Student

Place: MANAJIT BHOWMIK

2
 TABLE OF CONTENTS

SL.NO. CHAPTER/TOPICS PAGE NO.

Acknowledgement 4

Abstract 5
CHAPTER 1

1 Introduction 7

2 Objective of the Study 9

3 Methodology 10

4 Scope and Purpose of the study 11

5 Limitations 11
6 Literature Review 12

CHAPTER 2

7 Company Profile
 Profile of BAJAJ AUTO 14
 Product Profile 16

CHAPTER 3

List of Tables and Illustration

8  Graph 18

Data Analysis & Interpretation

9 findings 18-37

CHAPTER 4

10 Conclusion and recommendation 39

Appendix
 Questionnaire 40
 References 45

3
 ACKNOWLEDGEMENT

Iwould like to express my gratitude to this university, for allowing me to take up this course on
BBA. I would like to thank the coordinator of our department Mr.Sujit Deb for providing me with
all the facilities required for completing this report.

I am grateful to Dr.Sukanta Sarkar, the Faculty Guide of Summer Internship for introducing &
teaching me about formal report & allowing me to take this topic “A study on Customer
Satisfaction of Bajaj Avenger 150 Street” in Agartala with special reference to Priya Bajaj &
providing me with guidance at every step in this project.

By
MANAJIT BHOWMIK

4
 ABSTRACT

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen
as a key differentiator and increasingly has become a key element of business strategy. The project
deals with people’s perception about Bajaj Company in Agartala with special focus on the newly
launched bajaj avenger 220 cruise.”Customer satisfaction" is the important statement in this project.

It has been found that due to reasonable price, satisfying looks and pretty good mileage the
consumers are more attracted to buy this bike. Avenger 150 Street is strongly built body which is
very smooth and comfortable to ride .Customers are satisfied with the after sales services and they
are giving excellent services to their customers. Avenger 150 street is one of the Avenger models of
Bajaj which are widely popular for their different look and super comfort. Due to quality, looks,
and very good stability the customers are satisfied with The Avenger 150 Street.

5
CHAPTER 1

6
 INTRODUCTION
Bajaj Auto Limited is an Indian two-wheeler and three-wheeler manufacturing company. Bajaj
Auto manufactures and sells motorcycles, scooters and auto rickshaws. Bajaj Auto is a part of the
Bajaj Group. It was founded by JAMNALAL Bajaj in Rajasthan in the 1940s. Bajaj Auto is the
world's sixth-largest manufacturer of motorcycles and the second-largest in India. It is the world's
largest three-wheeler manufacturer. On May 2015, its market capitalisation was 640 billion
(US$9.9 billion), making it India's 23rd largest publicly traded company by market value. The
Forbes Global 2000 list for the year 2012 ranked Bajaj Auto at 1,416.

Bajaj manufactures and sells motorcycles, scooters, auto-rickshaws and most recently, cars. Bajaj
Auto is India's largest exporter of motorcycles and three-wheelers.Bajaj Auto's exports accounted
for approx. 35percent of its total sales. 47percent of its exports are made to Africa. Boxer
motorcycle is the largest selling single brand in Africa.

Bajaj Auto had a total of 8,036 employees as of 31 March 2013, of which 51 were women
(0.63percent) and 25 were differently-abled (0.31percent).It spent 6.5 billion (US$100 million) on
employee benefit expenses during the FY 2012–13. The company is headed by , whose net worth
was around US$2 billion in March 2013.

Customer satisfaction refers to the extent to which customers are happy with the products and
services provided by a business. Customer satisfaction levels can be measured using survey
techniques and questionnaires. Gaining high levelsof customer satisfaction is very important to a
business because satisfied customers are most likely to be loyal and to make repeat orders and to use
a wide range of services offered by a business.

Awards and recognitions:

 Bajaj Pulsar 135 LS received Bike of the Year 2010 award from BBC – Top Gear and Bike
India.
 Pulsar 220 DTS-Fi received the Bike of the Year 2008 award by all major Indian automobile
magazines like Overdrive, Auto Car, Business Standard Motoring and Bike Top Gear.

7
 In 2006, Bajaj Auto won the Frost & Sullivan Super Platinum Award for manufacturing
excellence in its Chakan Plant.
 It received award for The Most Customer Responsive Company in Automobiles category in a
survey conducted by Economic Times for the years 2004, 2006 and 2008.
 Bajaj Auto received the Bike Maker of the Year award in ICICI Bank Overdrive Awards 2004.
 Bajaj Pulsar 180 DTS-i won the BBC World Wheels Viewers Choice Two Wheeler of the Year
2003 award.

8
 OBJECTIVES OF THE STUDY

 To study the customer satisfaction level for the Bajaj Avenger 150 Street .

 To know the features influencing the customers during the purchase of BajajAvenger150

Street .

 To Ascertain whether the Customers are satisfied with existing services from the
BAJAJ Show Room.

9
 METHODOLOGY

Survey research is the systematic gathering of information from respondents for the purpose of
understanding and/or predicting some aspects of the behavior of the population of interest. It is the
most common method of collecting primary data for marketing decisions. Survey research is
concerned with administration of questionnaires (interviewing). The survey research must
be concerned with sampling, questionnaire design, questionnaire administration and data
analysis. The administration of questionnaire to an individual or group of individuals is called an
interview. A questionnaire is simply a formalized set of questions for eliciting information. As
such, its function is measurement and it represents the most common form of measurement in
marketing research. The report has been prepared as per the information obtained from two sources.
They are:
1. Primary data
2. Secondary data
Primary data:
1. Primary data is the actual and very important data Source for researcher. It involves the formal
way of collecting data wherein there is a formal meeting with different managerial personnel,
operations staff and personal observations.
In this project, the source of primary data is “Structured Questionnaire”,
Sample size – 50 customers, Survey Area – Agartala,
Data selection Process – Convenient sampling,
Data analysis - Percentage method, table, grade.

Secondary data:
It is the data which is already source someone else and which is used for our study purpose. It is the
data, which gives relevant information in different fields whenever we want. The following are the
sources of secondary data used in this project-
1. Data from various magazines especially bike magazines.
2. Internet.
3. Newspapers.
10
 PURPOSE OF THE STUDY

The Purpose of the Study: 1) to understand and measure the customer satisfaction level of Bajaj
Avenger 150 street bikes. 2) to understand what are the customer requirements and
improvement required by the service providers.

SCOPE OF THE STUDY

The satisfaction level of the customer study will help to know the performance Priya Bajaj & it
will also help the management emphasizing on their weaker areas for improvement.

LIMITATIONS
 The responses given by the respondents may not be true.
 The respondents may be careless in responding to the questionnaire.
 The respondents may be illiterate.
 The study is limited to the people in Agartala.

11
 LITERATURE REVIEW

1.Kanujia, A.(2011) in his report “Analysing the state of competition in Indian two wheeler
industry” mention that the oligopolistic of Indian two wheeler industry & propensity of the Major
players to increase their share. The automobile industry is one of the largest in the world & one of
the fastest growing globally. Two wheeler industry dominates the markets 75percent in volume.

2.Jenifa, L(2000) on her study “Customers satisfaction towards the service feature & quality goods
in the textile showroom Chennai, as far as retail industry” concern due to global development &
lifestyle changes, the retail sector model & strategies change now. The beyond level of customer
satisfaction has lead to customer delight. She has found that data analysis also confine that sample
consumer.

3. Mahalaxmi, G.(2014) in her research “Customer satisfaction on two wheelers: A special

reference with TVS XL in Theny district” analyses the satisfaction of the customers towards two
wheelers. Two wheelers brands are taken necessary promotional activities to increase their demand
by introducing new models. In olden days the people used only bicycle &rearly used two wheelers .

4.Justus, T, Vaishnavi , B &Gnanasundari (2014) in their study “ Customer post purchase perceived
service satisfaction for HERO two wheelers in cuddlier district , Tamil Nadu” mentioned that
customers tend to perceive the quality of a service on the basis of a variety of informational cues
that they associate with the product that at either individually or in composite . The purpose of this
paper was to find out how the existing customers of Hero motors perceive their service experience
they receive through their dealership .perceptions of high service quality and high customer
satisfaction lead to higher levels of purchasing intension . Service quality is a determinant of
whether the consumer ultimately remains with the company or defects to a competitor.

12
CHAPTER 2

13
 PROFILE OF BAJAJ AUTO

Bajaj Auto is the world's sixth-largest manufacturer of motorcycles and the second-largest in
India. It is the world's largest three-wheeler manufacturer. Bajaj Auto came into existence on 29
November 1944 as M/s Bachraj Trading Corporation Private Limited. It started off by selling
imported two- and three-wheelers in India. In 1959, it obtained a licence from the Government of
India to manufacture two-wheelers and three-wheelersand it became a public limited company in
1960. In 1970, it rolled out its 100,000th vehicle. In 1977, it sold 100,000 vehicles in a financial
year. In 1985, it started producing at Wahuj near Aurangabad. In 1986, it sold 500,000 vehicles in a
financial year] In 1995, it rolled out its ten millionth vehicle and produced and sold one million
vehicles in a year.

With the launch of motorcycles in 1986, the company has changed its image from a scooter
manufacturer to a two-wheeler manufacturer. According to the authors of Globality: Competing
with Everyone from Everywhere for Everything, Bajaj has operations in 50 countries creating a line
of bikes targeted to the preferences of entry-level buyers.

14
Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive – Two and Three Wheelers

Business Group The Bajaj Group

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

Presence Distribution Network over 50 Countries

Dominant presence in Sri Lanka, Bangladesh,Columbia,
Guatemala,
Peru,Egypt,Iran,and Indonesia .
Joint Venue Kawasaki Heavy Industries of Japan .

Registered and Head Office Akurdi Pune – 411035, India

Tel : +(91)-(20)-27472851
Fax : +(91)-(20)-27473398
Works Akurdi Pune 411035,Bajaj Nagar, Wahuj Aurangabad 431136
Chakan Industrial Area ,Pune 411501

E-mail : rahulBajaj@Bajajauto.in

Website www.Bajajauto.com

15
 ABOUT THE PRODUCT

The Avenger Street 150 is the highest selling bike in the Avenger series. This was possible due to
its pricing and the way the bike looks. Based on the old Avenger platform, the Street 150 is targeted
towards young buyers, who are looking for more than just a regular motorcycle. In order to attract
these set of buyers, Bajaj has equipped this cruiser gets new alloy wheels, black rubber bellow on
the front forks, a new grab rail and a new silencer. The handlebar has been slightly lowered and is
also flatter for better handling.

The Avenger Street is powered by a 150cc single-cylinder DTS-i engine that also powers the Pulsar
150. Bajaj claims that the engine characteristics of the Avenger Street 150 are different from the
Pulsar 150. This engine is retuned to develop low and mid-range torque. This mill produces 14bhp
at 9000rpm and a peak torque of 12.5Nm at 6500rpm. This engine is mated to a five-speed
transmission.

The Avenger Street 150 is equipped with a 14-litre fuel tank, with a reserve level of 3.4-litre. It has
a ground clearance of 169mm, just like the bigger Avengers. Braking duties are done by a 240mm
disc at the front and 130mm drum at the rear. The Avenger Street 150 is available in two colour
options. While it doesn’t really have a competition in its class, the Suzuki Gixxer and the Yamaha
FZ Fi 2.0 does come in the same price bracket.

16
Chapter 3

17
 DATA ANALYSIS

Table No. 1 : Age of Customers

Age NO. OF RESPONDENTS PERCENTAGE (%)

18-25 years 17 34
25-30 years 19 38
30-35 years 13 26
35-40 years 00 0
Above 40 years 1 2
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 1

Percentage of Customers
0% 2%

26% 34%
18-25
25-30
30-35
35-40
38% 40-Above

INTERPRETATION :- From the above diagram we can see that 34 percent of the respondents are
within the age of 18-25 years , 38 percent from 25-30 years , 26 percent from 30-35 years , no one
from 35-40 years and 2 percent from 40-above years range who has Avenger 150 street .

18
Table No. 2 : Gender of the customers

GENDER NO. OF RESPONDENTS PERCENTAGE (%)

Male 50 100
Female 00 00
Total 50 100

Source – Field Survey

GRAPHICAL PRESENTATION

Graph No. 2

Percentage of Customers
0%

male
female
100%

INTERPRETATION – From this above diagram we can see that 100 percent respondents are male
who has Avenger 150 .

19
Table No. 3 : Occupation of the customers

OCCUPATION NO. OF RESPONDENTS PERCENTAGE (%)

Businessman 8 16
Employee 23 46
Student 7 14
Professional 12 24
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 3

Percentage of Customers

16%
professional
24%

Businessman

14% Employee
Student
46% Student

INTERPRETATION- From this above diagram we can see that out of 50 respondents 16 percent
are businessman, 14 percent are student, 46 percent are employee, and 24 percent are various
professionals who has Avenger 150 street .

20
Table No. 4 : Factors Influencing Customers to buy the bike

FACTORS NO. OF RESPONDENTS PERCENTAGE (%)

Friend’s opinion 2 4
Price 0 0
Advertisement 1 2
Family opinion 1 2
Self Influence 46 92
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 4

Percentage of Customers

0% 2% 2%
4%

Friend’s opinion
Price
Advertisement
Family opinion
92% Self Infuence

INTERPRETATION- From this above diagram we can see that out of 50 respondents 4percent
bought the bike for Friend’s opinion, 2 percent Advertisement , 2 percent family opinion ,0 percent
for price and 92 percent by Self Influence.

21
Table No. 5 : Best feature according to customers

FEATURES NO. OF RESPONDENTS PERCENTAGE (%)

Mileage 1 2
Looks 20 40
Stability 3 6
Comfort 26 52
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 5

Percentage of Customers

2%

40%
Mileage
52%
Looks
Stability
Comfort
6%

INTERPRETATION- From this above diagram we can see that out of 50 respondents , 2 percent
think mileage is the best feature , 6 percent think of Stability , 40 percent think Looks and 56percent
think comfort is the best feature of Avenger150 street .

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Table No.6 : Since how many years customers own the bike

YEARS NO. OF RESPONDENTS PERCENTAGE (%)

0-1 years 50 100

1-2 years 0 0

2-3 years 0 0

3-4 years 0 0

Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No.6

Percentage of customers
3-4,0% 2-3,0% 1-2,0%

0-1,100%

INTERPRETATION- From this above diagram we can see that 100 percent of the respondents
bought their bike within this academic year .

23
Table No.7 : Colour of the Bike

Colour NO. OF RESPONDENTS PERCENTAGE (%)

Cosmic Red 5 10
Midnight Blue 45 90
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 7

Percentage of Customers

10%

Cosmic Red
Midnight Blue

90%

INTERPRETATION- From this above diagram we can see that out of 50 respondents , 90 percent
has Midnight blue and 5 percent has Cosmic red .

24
Table No.8 : Satisfaction with the colour of bike

RESPONSES NO. OF RESPONDENTS PERCENTAGE (%)

Highly Satisfied 10 20
Satisfied 37 74
Average 3 6
Un-satisfied 0 0
Highly un-satisfied 0 0
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 8

Percentage of Customers
0%
0%
6%
20%

Highly Satisfied
Satisfied
Average
Un-satisfied
74%
Highly un-satisfied

INTERPRETATION- From this above diagram we can see that out of 50 respondents , 6 percent
are satisfied , 74 percent are satisfied ,20 percent are highly satisfied and no one is un-satisfied or
highly un-satisfied .

25
Table No. 9 : Satisfaction level of Customer with the warranty service

RESPONSES NO. OF RESPONDENTS PERCENTAGE (%)

Highly Satisfied 00 0
Satisfied 33 66
Average 16 32
Un-satisfied 1 2
Highly un-satisfied 00 0
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 9

Un- Percentage of Customers

satisfied
Highly un-satisfied Highly Satisfied
2%
0% 0%

Average
32%

Satisfied
66%

INTERPRETATION- From this above diagram we can see that out of 50 respondents , No one is
highly satisfied , 66 percent are satisfied , 32 percent are average , 2 percent are unsatisfied and no
one is highly unsatisfied .

26
Table No.10 : Problems experienced by the customers with the bike

RESPONSES NO. OF RESPONDENTS PERCENTAGE (%)

Yes 3 6
No 47 94
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 10

Percentage of Customers

6%

Yes
No

94%

INTERPRETATION- From this above diagram we can see that out of 50 respondents , 94 percent
has no problem but 6 percent has some issues .

27
Table No.11 : Where customers purchase required spare part

RESPONSES NO. OF RESPONDENTS PERCENTAGE (%)

At show room 7 14
At Retail Outlets 43 86
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 11

Percentage of Customers

14%

At show room
At Retail Outlets

86%

INTERPRETATION- From this above diagram we can see that out of 50 respondents ,86 percent
prefer Retail outlets and 14 percent prefer Show room .

28
Table No. : 12 Customers opinion about Service charges

OPINIONS NO. OF RESPONDENTS PERCENTAGE (%)

Affordable 49 2
Costly 1 98
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 12

Percentage of Customers
Costly
2%

Affordable
98%

INTERPRETATION- From this above diagram we can see that out of 50 respondents , 2 percent
think of it as costly while 98 percent think its Affordable .

29
Table No.13 : Satisfaction level from the following characteristics

CHARACTERISTICS VERY GOOD GOOD AVERAGE BAD VERY BAD

Price of the product 2 34 14 0 0
Engine performance 3 26 21 0 0
Maintenance Cost 1 21 28 0 0
Comfort 22 27 1 0 0
Cost of Spare parts 0 26 24 0 0
Mileage 0 6 36 8 0
Suspention 2 42 6 0 0
Stability 4 41 5 0 0
Looks 21 29 0 0 0
Source -Field Survey

GRAPHICAL PRESENTATIONS

Graph no 13 Graph no 14

Price of the product Engine Performance

0% 0% 0% 0%
Very good 6% Very good
4%
28% Good Good
42%
Average Average

68% Bad 52% Bad

Very bad Ver bad

30
 Graph no15 Graph no 16
Maintenance cost Comfort
0% 2% 0% 0%
0%
Very good 2% Very good
Good Good
42% 44%
Average Average
56% 54%
Bad Bad
Very bad Very bad

Graph no15 Graph no15

Mileage Cost of Spare parts

0% 0% 0% 0% 0%

12% Very good Very good

16%
Good Good
48%
Average Average
52%
Bad Bad
72% Very bad Very bad

31
 Graph no 19 Graph no 20

Stabilty
Suspention
0%
0% 4% 0% 0%
Very good Very good
12% 10% 8%
Good
Good
Average
Average
Bad
Bad 82%
84% Very bad
Very bad

Graph no 21

Looks
0% 0% 0%

Very good

42% Good
Average
58% Bad
Very bad

32
Table No. 14 : Satisfaction level from following factors in service

FACTORS HIGHLY SATISFIED AVERAGE UN- HIGHLY UN-

SATISFIED SATISFIED SATISFIED

Delivery time 5 35 9 1 0
Availability of 3 20 24 3 0
spare parts
Cost of spare parts 2 17 31 0 0
Attitude of service 7 13 17 13 0
providers
Cost of service 1 31 18 0 0
Source -Field Survey

GRAPHICAL PRESENTATIONS

Graph no 22 Graph no23

Delivery time Availability of spare parts

0% 10%
2%
6% 0% 6%

18%

40%
48%
70% Highly Satisfied
Highly Satisfied
Satisfied Satisfied
Average Average
Un-satisfied Un-satisfied
Highly un-satisfied Highly un-satisfied

33
 Graph no 24

Cost of spare parts

0% 0%

4%

34%

62%
Highly Satisfied
Satisfied
Average
Un-satisfied
Highly un-satisfied

Graph no 26 Graph no 25

Attitude of Service
Cost of service
Providers
0%
0%

2% 0%

36% 14%
26%

26% Highly Satisfied

62% Highly Satisfied Satisfied
Satisfied 34%
Average
Average
Un-satisfied Un-satisfied
Highly un-satisfied Highly un-satisfied

34
Table No. 15 : Overall satisfaction from BAJAJ Avenger 150 Street

RESPONSES NO. OF RESPONDENTS PERCENTAGE (%)

Fully Satisfied 9 18
Satisfied 36 72
Average 5 10
Un-satisfied 0 0
Fully un-satisfied 0 0
Total 50 100
Source -Field Survey

GRAPHICAL PRESENTATION

Graph No. 15

Percentage of customers
Un-satisfied
Fully un-satisfied
0%
0%

Average
Fully Satisfied
10%
18%

Satisfied
72%

INTERPRETATION- From this above diagram we can see that out of 50 respondents ,10 percent
are on Average , 72 percent are Satisfied , 18 percent Fully Satisfied and no on is Un-satisfied or
Fully Un-satisfied .

35
 LIST OF INTERPRETATIONS

 From Graph No. 1 we can see that 34 percent of the respondents are within the age of 18-
25, 38 percent from 25-30 range, 26 percent from 30-35 range, no one from 35-40 range
and 2 percent from 40-above range who has Avenger 150 street .

 From Graph No. 2 we can see that 100 percent respondents are male who has Avenger
150 .

 From Graph No. 3 we can see that out of 50 respondents 16 percent are businessman, 14
percent are student, 46 percent are employee, and 24 percent are various professionals who
has Avenger 150 street .

 From Graph No. 4 we can see that out of 50 respondents 4 percent bought the bike for
Friend’s opinion, 2 percent Advertisement , 2 percent family opinion ,0 percent for price
and 92 percent by Self Influence .

 From Graph No. 5 diagram we can see that out of 50 respondents , 2 percent think mileage
is the best feature , 6 percent think of Stability , 40 percent think Looks and 56 percent
think comfort is the best feature of Avenger150 street .

 From Graph No. 6, we can see that 100 percent of the respondents bought
their bike within this year .

 From Graph No. 7, we can see that out of 50 respondents , 90 percent has Midnight blue
and 5 percent has Cosmic red . It seems that the midnight blue has high demand within the
customers .

36
 From Graph No. 8, we can see that out of 50 respondents , 6 percent are satisfied , 74
percent are satisfied , 20 percent are highly satisfied and no one is un-satisfied or highly un-
satisfied .

 From Graph No. 9, we can see that out of 50 respondents , No one is highly satisfied , 66
percent are satisfied , 32 percent are average , 2 percent are unsatisfied and no one is highly
unsatisfied .

 From Graph No. 10, we can see that out of 50 respondents , 94 percent has no problem but
6 percent has some issues .

 From Graph No. 11, we can see that out of 50 respondents ,86 percent prefer Retail outlets
and 14 percent prefer Show room .

 From Graph No. 12 ,we can see that out of 50 respondents , 2 percent think of it as costly
while 98 percent think its Affordable . So after all the bike is not so expensive as it looks .

 From Graph No. 27, we can see that out of 50 respondents ,10 percent are on Average , 72
percent are Satisfied , 18 percent Fully Satisfied and no on is Un-satisfied or Fully Un-
satisfied . So we can say that most of the customers are satisfied with the bike .

37
Chapter 4

38
 CONCLUSION

It has been found that due to reasonable price , satisfying looks and pretty good mileage the
consumers are more attracted to buy this bike . Avenger 150 Street is strongly built body which is
very smooth and comfortable to ride .Customers are satisfied with the after sales services and they
are giving excellent services to their customers .

Avenger 150 street is one of the Avenger models of Bajaj which are widely popular for their
different look and super comfort. Due to quality, looks, and very good stability the customers are
satisfied with The Avenger 150 Street.

RECOMMENDATIONS

 Company may take steps for more availability of the spare parts of the bike in the market.

39
 APPENDIX

Questionnaire

“A STUDY ON CONSUMER SATISFACTION LEVEL OF BAJAJ AVENGER 150 STREET

BIKE”.

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

(Please mark √ for the relevant box)

1. Name:

2. Age: 18-25  25-30  30-35  35-40  40-Above 

3. Gender: Male  Female 

4. Occupation: Businessman 

Employee 

Student 

Professional 

Other specify :

40
5. Which of the following factors influenced you to purchase Bajaj Avenger 150 Street
Bike ?
1) Friend’s opinion  2) Price 

3) Advertisement  4) Family opinion 

5) Self influence

6. Did you own any other Bike previously?

Name it :

7. What do you think is the best feature of Bajaj Avenger 150 street ?

1) Mileage  2) Looks 

3) Stability  3) Comfort 

5) Other :

8. Since how many years do you own the Avenger 150 street ?

1) 0-1  2) 1-2 
3) 2-3  4) 4-Above 

41
9. Rate the following characteristic’s of Bajaj Avenger 150 street Bike.

1to5 (1-Very good, 2-Good, 3-Avg, 4-Bad, 5-Very bad)

Price of the vehicles.

Engine (carburetor) &

performance of vehicles.

Maintenance cost.

Comfort

Cost of spares.

Mileage.

Suspention

Stability

Looks

10. Which colour of Avenger 150 street you have ?

1) Cosmic Red 2) Midnight Blue

42
11. Are you satisfied with the colour of Avenger 150 street ?

1) Highly Satisfied  2) Satisfied  3) Average 

4) Un-satisfied  5) Highly Un-Satisfied 

12. Are you satisfied with the warranty service provided by the show room?

1) Highly Satisfied  2) Satisfied  3) Average 

4) Un-satisfied  5) Highly Un-Satisfied 

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

Yes  No 

14. Where do you purchase spare parts required for your vehicle?

1). At show room  2). At Retail outlets

15. Your opinion about service charges?

Affordable  Costly 

16. To what extent the Bajaj Avenger 150 street bike has satisfied your need of

Purchase ?

1. Fully Satisfied  2. Satisfied  3. Average 

3. Un-satisfied  5. Fully un-satisfied 

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17. Please Rank your level of satisfaction for the following Factors in service.

Character sticks Highly Satisfied Average Un- Highly

Satisfied satisfied
Un-
satisfied

1. Delivery time.

2. Availability spares.

3. Cost of spares.

4. Attitude of service
provider.

5. Cost of service.

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 Reference

 www.wikipedia.com (http://en/m/Wikipedia.org/wiki/Bajaj_Auto)viewed on 06 July at 8:57 PM

.

 www.bajajauto.com(http://www.bajajauto.com/bajajavenger/street/)viewed on 8th July at 7:30

PM .

 (http://auto.ndtv.com/bajaj-bikes/avenger-street-150)viewed on 9th at July 7:15 PM .

 Kanuja A (2011)

 Jenifa L (2000)

 Mahalaxmi (2014)

 Justus T , Vaishnavi B &Gnanasundari (2014)

45