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CONTENTS

SL.NO PAGE
CHAPTER-1
NO

1 EXECUTIVE SUMMARY 3-6

 INDUSTRY PROFILE

 COMPANY PROFILE

 NEED FOR STUDY

 OBJECTIVES OF THE STUDY

 SCOPE OF THE STUDY

 METHODOLOGY

 FINDINGS AND RECOMMENDATIONS

 CONCLUSION

CHAPTER-2 07-38

2 INTRODUCTION OF THE STUDY

 THEORETICAL BACKGROUND

 INDUSTRIAL PROFILE

 COMPANY PROFILE

 ABOUT BAJA PLATINA

CHAPTER-3 39-43

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3 OBJECTIVES

 SCOPE OF THE STUDY

 METHODOLOGY

CHAPTER-4 44-67

4 DATA ANALYSES AND INTERPRETATION

FINDINGS AND SUGGESTIONS

CONCLUSION

CHAPTER-5 69-73

5 ANNEXURE AND BIBLIOGRAPHY

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Chapter-1
EXECUTIVE SUMMARY

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EXECUTIVE SUMMARY

Bajaj Motors authorized dealer for Bajaj Company for Rewa. The present aim
at examining the “Customer satisfaction Level Bajaj DISCOVERBike at Rewa”
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 DISCOVERBike

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 three-wheelers in FY2001.

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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 Chaptericular bike, so we choose the
appropriate bike that is DISCOVERwhich 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 Chaptericular topic.

OBJECTIVES OF THE STUDY

 To Study the Customer Satisfaction level for the Bajaj DISCOVERBike.

 To know the features influencing the customer during the purchase of

Bajaj DISCOVERBike.

 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.

Secondary Data:

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The sources of secondary data are as follows:
 MAGZINES.
 BOOKS.
 WEBSITES.
Findings
Majority of the Customer have purchased the vehicle by their 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 DISCOVERcustomers are satisfied with the price ie 72%.
Conclusion:

By seeing the performance of Bajaj DISCOVERvehicle 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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Chapter-2

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INTRODUCTION TO STUDY

Project is under taken aims at measuring customer satisfaction level of Bajaj

DISCOVERBike at Rewa.
Bajaj DISCOVERBike has been launched by Bajaj Company and there is a
need measures satisfaction level of Bajaj DISCOVERBike in Rewa.
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 DISCOVERBike 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
Chaptericipation 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:
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 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

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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.

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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 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 three-wheelers 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

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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 sub-segments 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.

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

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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.

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

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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 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

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‘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 4-stroke 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’.

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. AChapter from this the company

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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 Chapter 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 (fourth phase with
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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

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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 “screw-driver "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.

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

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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 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

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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.

Company Profile

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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 Rewa.
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.

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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.

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.

 Sales section.

 General insurance.

 Accountant.

 Workshop.

Procedure:
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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.

b) Follow up begins: the customer follow up forms stored in files are kept in
the racks which are divided in 3 Chapters.

The forms in the fists Chapter 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 Chapter. The forms are shifted to third Chapter. 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 customer’s 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
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if the vehicle met With any accident or fire the vehicle owner will be
indemnities by the insurance company.

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 Chapter.

Marketing Section:

Marketing section of the showroom involves the distribution of vehicles and

spares Chapters 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.

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About Bajaj Discover
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.

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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.

Specifications
Displacement 124.6 cc

Maximum Power 10.9 Bhp @ 8000 rpm

Maximum Torque 10.80 Nm @ 5500 rpm

No. of Cylinders 1

No. of Gears 5

Seat Height 800 mm

Ground Clearance 165 mm

Kerb/Wet Weight 120.5 kg

Fuel Tank Capacity 8 litres

Top Speed 100 kmph

Specification of Discover

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Chapter-3

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OBJECTIVES:

 To Study the Customer Satisfaction level for the Bajaj DISCOVERBike.

 To know the features influencing the customer during the purchase of

Bajaj DISCOVERBike.

 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 DISCOVERBike at Rewa .
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 DISCOVERBike.
2) Exploratory Research.

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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,
 Primary Data
 Secondary Data.
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:

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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.

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
DISCOVERBike.

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.

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 .
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.

Overall attribute towards an object.

The degree to which an object contains a Chaptericular 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 Rewa 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.

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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 Rewa

Sample size:

The total Sample Size is 100 from different locations in Rewa.

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Chapter-4
DATA ANALYSES AND INTERPRETATION

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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.

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 .
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
Age Categories 35-40
24%
24%

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 .
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 Discover
is preferred by middle age groups working as Clerks, Bank workers, Small
outlets owner Viz Cold drinks, Because of mileage is the main reason.

2. Following factors influenced you to purchase Bajaj Discover Bike?

Respondents Percentage

Friends’ opinion 31 31%

Price 32 32%

Advertisement 22 22%

Relative opinion 15 15%

Total 100 100%

Interpretation.
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 .
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 DISCOVERrevealed they purchase the
Bike influenced by the price.

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%

6
3
28 Highly satisfied
Satisfied
Dis satisfied
Highly Dissatisfied
53

Interpretation.

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

4. 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%

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 .

80
72
60
40
20
13 13
0
2 S1
Very Good
good Bad 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 DISCOVERBike as
compared to other Bikes.72% of the customer said price of the bike is very
good.

5. Engine and performance of the vehicle.

Engine & Respondents Percentage

performance

Highly satisfied 38 38%

Satisfied 45 45%

Dis satisfied 15 15%

Highly satisfied 0 0%

Highly dissatisfied 2 2%

Total 100 100%

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 .

15% 2%
Highly satisfied
38%
Satisfied
Dis satisfied
Highly Dissatisfied
45%

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).

6. 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%

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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 Discover Bike is less.

7. Aesthetics (Color).

Aesthetics color Respondents Percentage

Highly satisfied 28 28%

Satisfied 48 48%

Dis satisfied 18 18%

Highly satisfied 6 6%

Total 100 100%

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 .

48
50
40 Highly satisfied
28
30
Satisfied
18
20
Dis satisfied
10 6

0 Highly Dissatisfied
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.

8. 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%

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 .

60 55

50
Highly satisfied
40
Satisfied
30 23
19 Dis satisfied
20
Highly Dissatisfied
10 3
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.

9. 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%

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11

12 Highly satisfied
Satisfied
Dis satisfied
13
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.

10.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%

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 .

80
64
60 Highly satisfied
Satisfied
40
Dis satisfied
13 12 11
20 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.

11. Percentage of Customer going for paid up service.

Paid up service Respondent Percentage

Yes 62 62%

No 38 38%

Total 100 100%

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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 Rewa city but only 38% of the customer are go for unauthorized
service station like garage.

12.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%

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 .
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.

b. Availability Spares.

Availability Spares. Respondents Percentage

Highly satisfied 10 10%

Satisfied 70 70%

Dis satisfied 14 10%

Highly satisfied 6 6%

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 .
Total 100 100%

80 70

60 Highly satisfied
Satisfied
40
Dis satisfied
14
20 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 Chapters are genuine Chapters and Guarantee; next to these are long
performance and Good quality.

c. Attitudes of Service Provider.

Attitudes of Service Respondents Percentage

Provider.

Highly satisfied 65 65%

Satisfied 19 19%

Dis satisfied 13 13%

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 .
Highly satisfied 3 3%

Total 100 100%

80
65
60 Highly satisfied
Satisfied
40
Dis satisfied
19
20 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.

d. Degree of level of satisfaction regarding solving of complaints.

complaints Respondent Percentage

Yes 35 35%

No 65 65%

Total 100 100%

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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

e. Percentage of purchase Spare Chapters.

purchase Spare Respondents Percentage

Chapters

Showroom 78 78%

Retail outlet 22 22%

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 .
Total 100 100%

78
80

60

40 Series1
22
20

0
Show room Retail outlets

Interpretation

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

f. Degree satisfaction about service charge

service charge Respondents Percentage

Affordable 69 69%

Costly 31 31%
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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.

g. Level of satisfaction of Bajaj DISCOVERBike.

Satisfaction of Bajaj Respondents Percentage

DISCOVERBike.

Highly satisfied 58 58%

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Satisfied 23 23%

Dis satisfied 17 17%

Highly satisfied 2 2%

Total 100 100%

70
58
60
50 Highly satisfied
40 Satisfied
30 23 Dis satisfied
17
20 Highly Dissatisfied
10 2
0
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.

FINDINGS

CUSTOMER SATISFACTION FOR BAJAJ DISCOVERAT

REWA

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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 DISCOVERcustomers 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 DISCOVERbike.

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From the market research it has been observed that 64% of the customers
are highly satisfied with the mileage of the bike.

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 DISCOVERare
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.

CONCLUSION

By seeing the performance of Bajaj DISCOVERvehicle 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.

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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.

BIBLIOGRAPHY

TEXT BOOKS

 MARKET MANAGEMENT By. Philip Kotler.

MAGZINES

 BUSINESS WORLD.

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 BUSINESS TODAY.

 INDIA TODAY.

NEWS PAPERS

 THE TIMES OF INDIA.

 THE HINDU.

PAMPLETS

WEB SITES

www.bajajauto.com

Google search

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