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Consumer satisfaction level of bajaj bike project report

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Consumer satisfaction level of bajaj bike project report

Consumer satisfaction level of bajaj bike project report

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    Consumer satisfaction level of bajaj bike project report Consumer satisfaction level of bajaj bike project report Document Transcript

    • . CONTENTSSL.NO PAGE PART-1 NO1 EXECUTIVE SUMMARY 3-6 • INDUSTRY PROFILE • COMPANY PROFILE • NEED FOR STUDY • OBJECTIVES OF THE STUDY • SCOPE OF THE STUDY • METHODOLOGY • FINDINGS AND RECOMMENDATIONS • CONCLUSION PART-2 07-382 INTRODUCTION OF THE STUDY • THEORETICAL BACKGROUND • INDUSTRIAL PROFILE • COMPANY PROFILE • ABOUT BAJA PLATINA PART-3 39-433 OBJECTIVES • SCOPE OF THE STUDY • METHODOLOGY PART-4 44-674 DATA ANALYSES AND INTERPRETATION FINDINGS AND SUGGESTIONS CONCLUSION PART-5 69-735 ANNEXURE AND BIBLIOGRAPHYBABASAB PATIL Page 1
    • . Part-1 EXECUTIVE SUMMARY EXECUTIVE SUMMARY Bijjal Motors authorized dealer for Bajaj Company for Ilkal town.BABASAB PATIL Page 2
    • . The present aim at examining the “Customer satisfaction Level BajajPLATINA Bike at Ilkal town” The importance of the study is emphasized by the fact theCustomer “Satisfaction is person feelings (or) disappointment resulting from comparing aproducts performance in relation to his/her expectations”. It is the key to generate the highcustomer loyalty. The measures the Customer satisfaction level research survey was conductedwith sample size of 100. The information is collected with the help of questionnaire throughpersonal interview and study is revealed that the most of the customer are satisfied with theBajaj PLATINA BikeIndustry 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 2004-05Company Profile: Bajaj Auto Ltd (BAL), the largest two and three wheeler manufacturer in the country, hasa dominating 40% market share in scooters with 18.5% in un geared scooters, 25.2% inmotor cycles, 53% in step-thrus, 8.3% in mopeds and a leading 78% market share in three-wheelers in FY2001.Need for study:BABASAB PATIL Page 3
    • . In this competitive era we are using so many different types of two wheelers,even though we are not satisfied with the particular bike, so we choose the appropriate bikethat is PLATINA which is suitable for all the level of people because it gives more mileageand it has good looking bike. For that matter only we are studying about this particular topic.OBJECTIVES OF THE STUDY  To Study the Customer Satisfaction level for the Bajaj PLATINA Bike.  To know the features influencing the customer during the purchase of Bajaj PLATINA Bike.  To Ascertain whether the Customer are satisfied with existing service from the Show Room.SCOPE: The scope of the study is limited to Bijjal Motors only.METHODOLOGY1) Primary Data.2) Secondary Data.Primary Data: Primary information was collected through questionnaire and personal interaction.Secondary Data :The sources of secondary data are as follows:♦ MAGZINES.BABASAB PATIL Page 4
    • .♦ BOOKS.♦ WEBSITES.Findings • Majority of the Customer have purchased the vehicle by there price and friends with 32% and 31% respectively. And friends are second motivated factors which influenced the customer to purchase the bike. • 52% of the customers are satisfied with information provided by the mechanics while delivering the bike for the first time. • The Bajaj PLATINA customers are satisfied with the price ie 72%.Conclusion: By seeing the performance of Bajaj PLATINA vehicle And service provided by theBijjal motors. I can conclude that it has wide market and bright future for its sales. And alsoin the current market it is one of the leading vehicles. The distribution and availability of thevehicle in bagalkot District as to be Improve Because of the Competing of the vehicle likeHero Honda, TVS are very high market share. As per show room is concerned is having good prospects in near feature it isproviding good service and majority of the people are satisfied with Bajaj company vehicle.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.BABASAB PATIL Page 5
    • .BABASAB PATIL Page 6
    • . Part-2 INTRODUCTION TO STUDY Project is under taken aims at measuring customer satisfaction level of BajajPLATINA Bike at Ilkal town. Bajaj PLATINA Bike has been launched by Bajaj Company and there is a needmeasures satisfaction level of Bajaj PLATINA Bike in Ilkal town. The benefit of the study is to make the strategic decision about which arecharacteristics and factors in service like price of the vehicle, cost, mileage delivery time,attitudes of service provider, and cost of spares.BABASAB PATIL Page 7
    • . Considering all the above points examining whether the customers are satisfied withBajaj PLATINA Bike if the performance matches the expectation the customers are satisfiedif 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 in1948.Entered into technical collaboration agreement with piaggio expired in 1971, was notRenewed.BAL has 3 plant located in maharashtra. The scooter incorporate piaggioTechnology as upgraded by BAL’s in house R&D from time to time. It also developedAfully indigenous model of motorcycle in 1981. subsequent to the opening up of The scooterfor foreign technology and equity participation in the mid 80’s it entered Into a technicalcollaboration agreement with Kawasaki Japa. It started production Of Kawasaki 100ccmotorcycles in 1986. the company has also entered into technical Collaboration with M/skabota 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.Group management Mr jamalal Bajaj founded the Bajaj Group in the 30s. The group now has 24companies, Including 6 listed companies. Besides BAL, the major companies in the groupare as Follows:Mukand Ltd: Alloy/ special steel,term key projectsBajaj Electricals Ltd: Electrical equipments,fans,appliancesBajaj Hindustan Ltd:Sugar, industrial alcoholSubsidiary/affiliate companiesBABASAB PATIL Page 8
    • . Bajaj auto holdings ltd. (BAHL) is a wholly owned subsidiary of BAL engaged inthe business of investment in shares, debentures and Other securites. Bajaj Auto Hodings Ltd. (BHEL) is a wholly owned subsidiary of BAL engaed in thebusiness of investment in shares, debentures and other securities. Bajaj Auto Finance Ltd. (BHFL) has ceased to be a subsidiary after its IPO if4.175mn shares of Rs 10 each at a premium of Rs 80 in may 1994 BAL, along with thesubsidiary BHFL engages in financial service and investment activities. The company isplanning to increase its branch network in the country by 33% over the next one year i.e from40% in the fiscal to 60%. BAL and western maharashtra development corporation(WNDC) promoted Maharashatra Scooters Ltd (MSL), in 1975, with a plant at satara. MSLassembles scooter for BAL . Bajaj Allianz General Insurance. BAL has entered the non-life insurance segmentwith Allianz General Insurance with BAL having 74% and Allianz with 24% stake of paid upequity capital of Rs 100 mn of which BAL received Rs 450 mn in the first half and Rs 720mn during the second half of fiscal 2001-02.BAL also planning life insurance venture withpaid up equity capital of Rs 1500mn. The promoter stake holding in BAL is up from 42.65% in FY 2000 to 46.65% inFY2001 and the FII stake holding has also increased by 3% at 12.99% after the buyback inOctober 2000 which was meant to after an attractive exit option to small shareholder.However their has been a minor fall in the stake holdings of public Financial Institutions,GDRs at 4.65% and Mutual Funds etc.Plant locations AL has two plants located near pune viz; Akurdi and chakan plant being recently setup. The third plant is located at Waluj near Aurangabad. The plants incorporate state-of-artBABASAB PATIL Page 9
    • .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 plantmanufactures front engine three-wheeler, sunny mopeds and Kawsaki motorcycles. TheWaluj plant is planned to be global hub for Kawasaki motorcycles upto 200cc. The Akurdiplant manufactures around 1 mln units p.a, Waluj plant manufactures 1.14 mln units p.a andthe 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 andeffectiveness. BAL has recently commenced its three-wheeler production at its new plant inBrazil for the local market and its neighboring regions. The Bajaj Group is amongst the top 10 business houses in India. its footprint stretchesover a wide range of industries, spanning automobiles (two-wheelers and three-wheelers),home appliances, lighting, iron and steel, insurance, travel and finance. The groups flagship company, Bajaj Auto, is ranked as the world’s largest two-andthree-wheeler manufacturer and the Bajaj brand is well known in over a dozen countries inEurope, latin America, the US and Asia. Founded in 1926, at the height of India’s movement for independence from theBritish, the group has an illustrious history. The integrity, dedication, resourcefulness anddetermination to succeed which are characteristic of the group today, are often traced back toits birth during those days of relentless devotion to a common cause. Jamnalal Bajaj, founderof the group, was a close confidant and discipline of Mahatma Gandhi. Infact, Gandhi has adopted him as his son. This close relationship and his deep involvement inthe independence movement did not leave Jamalal Bajaj with much time to spend on hisnewly lunched business venture.BABASAB PATIL Page 10
    • . His son, Kamalnayan Bajaj, then 27, took over the reins of business in 1942. He toowas close to Gandhiji and it was only after independence in 1947, that he was able to give hisfull attention to the business. Kamalnayan Bajaj not only consolidated the group, but alsodiversified into various manufacturing activities. The present Chairman and managing Director of the group, Rahul Bajaj, took chargeof the business in 1965. Under his leadership, the turn over of the Bajaj Auto the flagshipcompany has gone up from Rs72 million to Rs46.16 (USD936 million), its product portfoliohas expanded from one to and the brand has found a global market. He is one of India’s mostdistinguished business leaders and internationally respected for his business acumen andentrepreneurial spirit. Industrial ProfileAbout Bajaj The Bajaj Group is amongst the top 10 business houses in India. Its footprint stretchesover 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 largesttwo- and three- wheeler manufacturer and the Bajaj brand is well-known in over a dozencountries in Europe, Latin America, the US and Asia. Founded in 1926, at the height of Indias movement for independence from theBABASAB PATIL Page 11
    • .British, the group has an illustrious history. The integrity, dedication, resourcefulness anddetermination to succeed which are characteristic of the group today, are often traced back toits birth during those days of relentless devotion to a common cause. Jamnalal Bajaj, founderof the group, was a close confidant and disciple of Mahatma Gandhi. In fact, Gandhiji hadadopted him as his son. This close relationship and his deep involvement in theindependence movement did not leave Jamnalal Bajaj with much time to spend on his newlylaunched business venture. His son, Kamalnayan Bajaj, then 27, took over the reins of business in 1942. He toowas close to Gandhiji and it was only after Independence in 1947, that he was able to givehis full attention to the business. Kamalnayan Bajaj not only consolidated the group, but alsodiversified into various manufacturing activities.The present Chairman and Managing Director of the group, shekar Bajaj, took charge of thebusiness in 1965. Under his leadership, the turnover of the Bajaj Auto the flagship companyhas gone up from Rs.72 million to Rs.46.16 billion (USD 936 million), its product portfoliohas expanded from one to and the brand has found a global market. He is one of India’s mostdistinguished business leaders and internationally respected for his business acumen andentrepreneurial spirit. Bajaj Auto Ltd (BAL), the largest two and three wheeler manufacturer in thecountry, 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 sharein three-wheelers in FY2001. Bajaj Auto has been viewed as a scooter major but with thechange in the structure of demand for 2-wheelers the company has tried to make its presencefelt in this key market by steadily ramping up motorcycle capacities, by introducing newmodels and variants and pushing up marketing and sales. However the company is wellbehind Hero Honda in the motorcycle segment and No.2 player in mopeds/ scooterettessegment after TVS Suzuki.BABASAB PATIL Page 12
    • . The company has a wide array of models both in the two-stroke and four-strokeconfigurations. In 1995 – 96 the sales were less than 90,000 motorcycles which was 8% ofthe total volume of its two- wheeler sales which has grown to 4,22,016 units in FY2001accounting to 50% of its two- wheeler sales. However, with the implementation of the latestemission norms, it is slowly moving away from two-stroke vehicles and converting them tofour-stroke ones. The company is all set to increase its margins to double – digits throughconcerted cost cutting, value engineering, gains from ‘ Total Productive Maintenance ‘(TPM) and VRS. The Indian two-wheeler sector is characterized by largest volumes amongst all thesegments in automobile industry. Though the segment can be broadly categorized into 3 sub-segments viz; scooters, motorcycles and mopeds; some categories introduced in the marketare a combination of two or more segments e.g. scooterettes and step-thru’s. The marketprimarily comprises five players in the two-wheeler segment with most of the companieshaving foreign collaborations with well-known Japanese firms earlier. But most of thecompanies are now planning 100% subsidiaries in India. In the last four to five years, the two-wheeler market has witnessed a marked shifttowards motorcycles at the expense of scooters. In the rural areas, consumers have come toprefer sturdier bikes to withstand the bad road conditions. In the process the share ofmotorcycle segment has grown from 48% to 58% , the share of scooters declined drasticallyfrom 33% to 25% , while that of mopeds declined by 2% from 19% to 17% during the year2000-01.The Euro emission norms effective from April 2000 led to the existing players in thetwo- stroke segment to install catalytic converters. This has been replaced by 4-strokemotorcycles, which do not incur the additional cost of such converters and fierce competitionled to a fall in price of certain models Bajaj Auto Ltd (BAL) has been viewed as a scooter major. Nevertheless, in the pastfive years the company recognized the important role of motorcycles in its portfolio. Thescooter market is predominantly located in the Northern and Eastern India and theBABASAB PATIL Page 13
    • .rationalization of sales taxes to a uniform rate of 12% pushed the price of scooters by 6-8%without offering any perceived value advantage to the customer. The company posted a total2-wheeler sales of Rs1.05 mln in 2000-01 as against Rs1.24 mln in 1999-00 . The motorcyclesales contributed to almost 50% of the total sales volumes accompanied by the decline ingeared scooter sales, which contributed, to only 33% of sales volumes. The company hasbeen introducing models in the middle end Rs.36, 000 – Rs. 48,000 and high end segmentsviz; Rs. 48,000 and above but has found difficult to market such models in competition toHero Honda models in the similar price category. However BAL is on its way to recapture the highly differentiated product market bybecoming a flexible and market – driven supplier of various models of two and threewheelers at specific price – points.Current Scenario BAL has performed fairly in the current fiscal 2001-02 with the Net Sales going upby 3.06% to Rs19720 mn HY ended September 2001 from Rs19133.3 mn in thecorresponding period previous year. The total expenditure has gone up by 5.3% with thematerial cost accounting for the major increase. The company has posted a growth of 69% inPBT and the Net Profit has increased by 55% to Rs2644.7 mn from Rs1701.5 mn in thecorresponding 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 becharging an equal expenditure of Rs 22.6 mn over the three quarters of the current fiscalamounting to Rs 67.8 mn as the VRS expenditure incurred in June 2001BusinessBABASAB PATIL Page 14
    • . BAL in its 2-wheeler segment posted volume wise sales of 87.2% of its total sales ofwhich scooters (both geared and ungeared) accounted for 42.3%, motorcycles for 34.9% andaround 10% in step- thrus in FY2001. The sales of scooters have fallen by 26.1% fromFY2000 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.TheCompany is targeting 25% market share in motor cycle’s segment during the current fiscal asagainst 21% share it has cornered in FY2001.Scooters In the geared category BAL has ‘Chetak’, Classic and Super in the old ones and theLegend, 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 strokegeared scooter with a 9HP engine and the ‘Bravo’ being a two-stroke 150ccscooter with a catalytic converter designed in line with the emission norms. The company haslaunched utility versions of ‘Chetak ‘and ‘Super ‘at reduced prices. With the unprecedented38% slump in scooter market the company faced a gradual market share loss to the otherplayers like Kinetic Engineering and TVS Suzuki.Motorcycles BAL has two basic motorcycle products - M80, a 75cc indigenously developed lowcost vehicle in the step-thru segment and Japanese motorcycles. BAL’s motorcycles arepositioned as four-stroke fuel-efficient vehicles. Among the Japanese ones, BAL has withinits fold, the 100cc ‘4S-Champion’, 125cc ‘KB 125’, 111cc ‘Caliber’ competing with HeroHonda’s ‘ Passion ‘ and 100cc ‘Boxer’ with a variant ‘ Boxer City ‘ in the pipeline, all ofthem at competitive prices.BABASAB PATIL Page 15
    • . In FY2001 the company launched the new range of bikes viz; 175cc ‘Kawasaki BajajEliminator ‘ 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 toHero 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 Splendorand ‘ 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 modelsare the ‘Sunny Zip’, ‘Rave’ and the ‘Spirit’. Its ‘Bajaj Sunny’, a 50cc upgraded scooterettemodel has been extremely successful .The other models include 74cc ‘ Rave ‘launched inFY98 and ‘ Spirit ‘ 60cc, 2-stroke scooterette competing with leader TVS Suzuki’s ‘Scooty’.BABASAB PATIL Page 16
    • .Three wheelers BAL continues to dominate the three – wheeler market with over 73% market shareand sales of 1,55,000 units in which have fallen from around 85% two years back. Thecompany is trying to maintain its market share by creating environment-friendly vehicles andhas already launched the CNG model in Delhi BAL also launched its 4- stroke rear engineCNG – auto rickshaw model in Mumbai during the year. It is testing the LPG model, whichwill take off as soon as the government regulations permit. Apart from this the company alsoplans to introduce a four-stroke version in auto-rickshaw and a goods carrier in both petroland diesel versions.ExportsBAL is keen to export motorcycles through Kawasaki’s distribution network in Indonesiaand Argentina wherein the company planned to sell through their network. The company’sexports registered a marginal decline from Rs1378 mn to Rs1351 mn i.e. 2%. The exportsconsisted 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 inSri Lanka and Latin American markets. The total foreign exchange earned by the companywas Rs. 1,391 million. As against Rs1430 million.Expansion The expansion at both Akurdi and Waluj plants has been completed during FY99taking total capacity to 2mn vehicles. BAL has also set up a third manufacturing plant atChakan near Pune with a capacity of 1mn vehicles. The company has planned for sellingthrough separate channels in case of its 2-wheeler and 3-wheeler segment .It has beenplanning 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 somemodels in a bid to loosen the stranglehold of market leader Hero Honda in the motorcyclesegment. It introduced VRS II as a part of its man–power planning process at all its threeplant locations as the company is slated to bring down the workforce to 10,000 over the nextfour years. The company also planned to commission a 20-MW capacity wind power plantBABASAB PATIL Page 17
    • .(fourth phase with the other three being set up near Satara) with an investment of Rs1000 mnin Ahmednagar district by entering into the Power Purchase Agreement (PPA) with MSEBduring current fiscal to be completed. The company expects to source its current powerrequirements 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 marketingalliance with a Chinese company for selling its three – wheelers in Chinese market. It hasalso been planning a technical collaboration on high-end scooters with the Italian 2-wheelermajor ‘Aprilia. ‘The company has chalked out a strategy for co-existence with Kawasakiwherein 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. 2.5lakh.Outlook Throughout the 1980s and 1990s, Bajaj has countered competition through predatoryprice cuts; market expansions moves or take over threats. However both Honda and LMLhave cannibalized the BAL market share and are challenging its leadership. The company hasremained less aggressive in its approach and idled away its cash reserves without proactivelydeploying them in R&D , new models , takeovers or other risky ventures . In order to arrestits declining market share, BAL has launched several new models during the past fiscal andmore are in the offing in each segment of the two-wheeler market. Moreover, themanagement has recognized the need to utilize its surplus reserves for strengthening itspresence in the market by way of launching new models, expanding capacity and penetratingnew markets. Kawasaki has been developing India as an export hub for motorcycles between50-200cc. The Company has invariably become the manufacturing base for Kawasaki andaccounts for 60% of the latter’s global sales. Though the company plans to introduce somehigh-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 –upis expected to pave the way for a new relationship with BAL and the new Kawasaki – Suzukialliance in the two-wheeler business. BAL needs to rediscover the spark of entrepreneurshipthat made it the market.BABASAB PATIL Page 18
    • .Financial analysis The Net Sales have declined by 2.3% to Rs30259 mn in FY2001 from Rs30973 mn inFY2000, which was 4.2% rise from FY99. The Operating profit has declined by 47.8% toRs3052 mn in FY2001 from Rs5847 mn in FY2000 though the 65% rise in motorcyclevolumes could not counter the margins arising out of 41% fall in geared scooters. BAL hasspent a sizeable 13..05% advertising and there has been a 5.2% increase in the royaltypayments from Rs593 mn to Rs624 mn in FY2001. The current ratio has fallen onlymarginally in FY2001 to 1.39% from 1.36% in FY2000 and there has been a marginal fall inthe inventory levels, which contribute to about 11-12% of the current assets. There has notbeen 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 theform of cash credit and working capital gap finance. The unsecured loans are mainly interestfree and comprise Sales Tax Deferral Liability on account of incentives provided for theWaluj and Chakan plants as well as the wind power project. The Bank finance to WorkingCapital Gap is approximately 2% in FY2001 as against nil in FY2000 indicating thecompany’s increased dependency on bank finance for working capital. However the overallsecured 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 against0.15 in FY2000. This can be attributed to the decrease in the net worth due to the buyback ofshares worth Rs18 mn in October 2000. The long-term debt to total assets has remainedsteady at 0.14 since FY2000, which is indicates that the 14% of the total assets are financedby debt sources. The Interest Coverage Ratio has fallen by 80% from FY2000 indicating that the EBITas a percentage of interest charges has declined with the decreasing conservativeness and fallin the ability of the company to pay finance charges due toBABASAB PATIL Page 19
    • .decreased EBIT. The insignificant change in the Asset Turnover Ratio is indicative of theability of the company to produce sales from the existing asset base. There has been a fall inboth the Net Sales and the capital deployed in tandem with each other. Income from pre taxoperations has fallen drastically by 55.2% to Rs3695 mn in FY2001 from Rs8252 mn inFY2000 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 FY2000due to rise in depreciation cost. The Net Profit Margin has fallen to 8.29% in FY2001 from20% in FY2000 on account of decline in PAT by 60 % to Rs2499.5 mn. The additionalexpenditure on VRS of Rs799 mn also affected the Net Profits. The ROCE has also fallen to7.9% in FY2001 from 17.2% in FY2000 on account of decrease in net income and also thecapital employed. Hence the company has been not been able to generate substantial profitsin relation to sales and also in relation to assets. The Earning Power of the company hasfallen to 10.9% in FY2001 from 23.7% in FY2000, which indicates the fall in operationalefficiency. The investment portfolio as a percentage of capital employed was 37% and themarket value of investments has been lower by Rs114 mn, which can further erode due tocontinued uncertainties in stock markets.The EPS has fallen by 58% and the dividend payout by 32% indicating that fall in percentageof total earnings paid out to shareholders in FY2001.BABASAB PATIL Page 20
    • .BABASAB PATIL Page 21
    • . GROUP COMPANIES Bajaj Auto is the flagship of the Bajaj group of companies. The group comprises of27 companies and was founded in the year 1926. The companies in the group arBajaj Auto Ltd. Mukand International Ltd.Mukand Ltd. Mukand Engineers Ltd.Bajaj Electricals Ltd. Mukand Global Finance Ltd.Bajaj Hindustan Ltd. Bachhraj Factories Pvt. Ltd.Maharashtra Scooters Ltd. Bajaj Consumer Care Ltd.Bajaj Auto Finance Ltd. Bajaj Auto Holdings Ltd.Hercules Hoists Ltd. Jamnalal Sons Pvt. Ltd.Bajaj Sevashram Pvt Ltd. Bachhraj & Company Pvt. Ltd.Hind Lamps Ltd. Jeevan Ltd.Bajaj Ventures Ltd. The Hindustan Housing Co Ltd.Bajaj International Pvt Ltd. Baroda Industries Pvt Ltd.Hind Musafir Agency Pvt Ltd. Stainless India Ltd.Bajaj Allianz General Insurance Company Ltd. Bombay Forgings Ltd. MANAGEMENT PROFILEShekar Bajaj ChairmanMadur Bajaj Vice charmanN.H Hingorani Vice president (Materials)Ranjit Gupta Vice president (insurance)BABASAB PATIL Page 22
    • . Vice president (operation)Kevin D’sa Vice president (Finance)Pradeep shrivastava Vice president (Engineering) Vice President (Mktg & Sales - 2Wh.)V.s Raghavan Vice President (Corporate Finance)J.Sridhar Company SecretaryRajiv Bajaj Managing DirectorSanjiv Bajaj Executive DirectorShekar Bajaj. Shekhar Bajaj (born on June 8, 1948) is an honours graduate in science from PuneUniversity with an MBA from New York University. He started his career as residentdirector of Bajaj Sevashram Ltd in Udaipur in 1968.During 1969-72, he was joint managing director of Bachhraj Factories Ltd, in Mumbai andtook over as chief executive in 1974.In 1975 he was appointed as part-time managing director of the Mumbai-based BajajInternational Pvt Ltd and later its whole-time managing director.Madhur BajajVice Chairman After graduating in Commerce, Mr Bajaj did his MBA from Lausanne, Switzerland.Joined as DGM in March 1983, took over as General Manager Aurangabad Division in JuneBABASAB PATIL Page 23
    • .1986, as its Chief Executive in October 1988, he became President of Bajaj Auto inSeptember 1994, Executive Director in May 2000 and as Vice Chairman in July 2001.Rajiv BajajManaging Director Rajiv Bajaj, who took charge as Managing Director on 1st April 2005, is a MechanicalEngineer from Pune University. He later did his Masters in Manufacturing SystemsEngineering from the University of Warwick. Joined as Officer on Special Duty in 1990,took over as General Manager (Products) in February 1993, as Vice President (Products) inJune 1995, President in May 2000, President & Whole Time Director in March 2002, JointManaging Director in March 2003Sanjiv BajajExecutive Director Joined as Officer on Special Duty in 1994, took over as Executive Director in April2004, as General Manager (CF) in 1997, took charge as Vice President (Finance) in April2001. He is a Mechanical Engineer from Pune University, with Masters in ManufacturingSystems from University of Warwick and MBA from Harvard Business SchoolN H HingoraniVice President (Materials) Joined in 1997 as General Manager (Materials), took over as Vice PresidentBABASAB PATIL Page 24
    • .(Materials) in 1998. He is a Mechanical Engineer from Malaviya Regional EngineeringCollege, Jaipur.Ranjit GuptaVice President (Insurance) Joined as General Manager (Co-ordination) in 1988, and rose to become VicePresident (Materials) in 1995, Vice President (HRD) in 2000 and Vice President (Insurance).He did his Mechanical & Electrical Engineering from Indian Railway Institute of Mechanical& Electrical Engineers. Honoured with fellowship of Institute of Electrical Engineering(London) and membership of Institute of Mechanical Engineers (London).C P TripathiVice President (Operations) Joined in January 1996 as Vice President (Waluj plant) and is now Vice President(Operations). He is a Science Graduate from Agra University. Later he did MechanicalEngineering from Indian Institute of Technology, Kharagpur.Kevin P D SaVice President (Finance Mr.Kevin joined Bajaj in September 1978 and is now Vice President (Finance). He isa B.Com graduate. Later he did CA in 1978 and ICWA in 1981.Pradeep ShrivastavaVice President (Engineering)BABASAB PATIL Page 25
    • . Mr.Shrivastava joined Bajaj in April 1986 and is now Vice President (Engineering).He is a Mechanical Engineer and later did post graduate diploma in Production and Financein 1986.SridharVice President (Marketing & Sales- 2Wheeler) Mr.Sridhar joined Bajaj in March 2001 and is now Vice President (Marketing & Sales-2 Wheeler). He is a Engineering Graduate in AgricultureJ. SridharCompany Secretary J Sridhar, has been Company Secretary since July 2001. A Commerce and LawGraduate, Mr. Sridhar did his FCA, FCS, MMS and was Controller of Finance & CompanySecretary, Maharashtra Scooters Ltd., a Bajaj Auto joint venture, prior to joining Bajaj Auto.InfrastructurePlants Bajaj Autos three plants at Akurdi, Waluj and Chakan in Maharashtra, western India,produced 1,814,799 vehicles in 2004-05. Akudi - Geared scooters, ungeared scooters and Bajaj Disc wa;ik -Bajaj CT100, Bajaj Wind 125 and three wheelers chakan- Bajaj motorcycles - Pulsar and DiscoverPlant LocationsBajaj Auto plants are located at:BABASAB PATIL Page 26
    • .Mumbai - Pune Road, Akurdi, Pune 411 035Mumbai - Pune Road, Akurdi, Pune 411 035MIDC, Plot No A1, Mahalunge Village, Chakan 410 501 Dist. Pune KEY POLICIESEnvironmental Policy Towards creating and preserving a cleaner environment Bajaj Auto Ltd.,manufacturer of two and three wheeler vehicles is committed to prevention of pollution,continual improvement of our environmental performance and compliance with all applicableenvironmental legislation and regulations Towards this, we shall strive to:Create a proactiveenvironment management system that addresses all environmentally significant aspectsrelated to our products and processes, Minimise the generation of waste and conserve resources Through better technologyand practices, and Promote environmental awareness amongst our employees and motivatethem to fulfill our commitments We, at Bajaj Auto, pledge ourselves towards creating andpreserving a cleaner environmentQuality PolicyBABASAB PATIL Page 27
    • . We at Bajaj Auto continue to firmly believe in providing the customer Value for money,for years through our products and services. This we shall maintain and improve In ourdecision making, quality, safety and service will be given as much consideration asproductivity, cost and delivery. Quality shall be built into every aspect of our work life andbusiness operations. Quality improvements and customer satisfaction shall be theresponsibility of every employee.TPM Policy We at Bajaj Auto adopt Total Productivity Maintenance as a means of creating a safe andparticipative work environment in which all employees target the elimination of losses inorder to continuously enhance the capacity, flexibility, reliability and capability of itsprocesses, leading to higher employee morale and greater organizational profitabilityBABASAB PATIL Page 28
    • .AWARDS Awards Year ByBajaj Discover DTS-i – Bike of the Year 2005 OVERDRIVE Awards 20052005Bajaj Discover DTS-i - Indigenous Design 2005 OVERDRIVE Awards 2005of the Year 2005BAJAJ AUTO - Bike Maker of the Year 2004 ICICI Bank OVERDRIVE Awards 20042004DTS-i Technology - Auto Tech of the 2004 ICICI Bank OVERDRIVE Awards 2004Year 2004Bajaj Pulsar DTS-i Bike of the Year 2004 2004 ICICI Bank OVERDRIVE Awards 2004Wind 125 Two Wheeler of the Year 2004 2004 CNBC AUTOCAR Awards 2004Wind 125 Bike of the Year 2004 2004 Business Standard MotoringBajaj Pulsar 180 DTS-i BBC World 2003 BBC World Wheels Award 2003Wheels Viewers Choice Two Wheeler ofYear 2003Bajaj Pulsar 180 DTS-i BBC World 2003 BBC World Wheels Award 2003Wheels Award for Best Two Wheelerbetween Rs 55,000 to Rs 70,000Bajaj Pulsar 150 DTS-i BBC World 2003 BBC World Wheels Award 2003Wheels Award for Best Two Wheelerbetween Rs 45,000 to Rs 55,000Bajaj Boxer AT KTEC BBC World 2003 BBC World Wheels Award 2003Wheels Award for Best Two Wheelerunder Rs 30,000Milestone2005December Bajaj Discover launchedJune Bajaj Avenger launchedBABASAB PATIL Page 29
    • .February Bajaj Wave launched2004September Bajaj discover dtsi launchedAugest New Bajaj chetak 4 stroke with wonder gear launchedMay Bajaj CT 100 launchedJan Bajaj Unveils new brand identity, Dons new symbol, logo brand line.2003October Pulsar DTS-is launchedOctober 107,115 Motorcyles sold in a month.July Bajaj wind 125, the world bike,is launched in indiaFebruary Bajaj Auto launched its Caliber 115”Hoodibabaa”in the executive motorcycle segment.2001November Bajaj Auto lunches its latest offering in the premium bike segment pulsar.Jan The eliminator launched2000 The Bajaj Saffire is introduced.1999 Caliber motorcycle notches up 100000 sales in record time of 12 months productions commences at chankan plant. Jun 7 Kwasaki Bajaj caliber rolls out of waluj July 25 Legend indias first 4 stroke scooter roles out of akurdi October Spirit launched.BABASAB PATIL Page 30
    • . 1997 The Kwasaki Bajaj Boxer and the Re diesel Autorickshaw are introduced. 1995 November 29 Bajaj Auto is 50 Agreements signed with cubota japan for the development Of diesel engines for the three wheelers and with Tokyo R&D For un geared scooter and moped development. The Bajaj super excel is introduced while Bajaj celebrates Its 10 millions vehicle 1 millions vehicle were produced And sold in this financial year 1994 The Bajaj Classic is introduced 1991 The kwasake Bajaj 4s champion is introduced. 1990 The Bajaj Sunny is introduced. 1986 The Bajaj M’80 and Kwaski Bajaj KB 100 motorcycle are introduced. 500000 vehicles produced and sold in single financial year. Company ProfileBABASAB PATIL Page 31
    • . BIJJAL BAJAJ MOTORS. Bijjal Bajaj is a Groups who is exclusive dealer for Bajaj Auto for in BagalakotDistricts and was established on April 4 2003 with a Capital of Rs 25 lakh and capturing the33% of two-wheeler market share in Ilkal.They are selling different products like1) 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 ofshowroom.Factors to be considered before starting a showroom as per corporate identity. 1) Location: location is very important because to know the number of vehicle in that area Type of customer land whether the high way or city’s well Known road is passing through the location or not. 2) Buildings: Before constructing a building following point are taken into account. a. Nature of soil foundation requirement. b. The level of ground. 3) Labour: The laboures are the main pillars of any organization. The efficient organization depends the amount of capital and the space required in the building. 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.BABASAB PATIL Page 32
    • . 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 groundnuts, 2 wheelers and essential commodities. As we already known that the showroom is on the city’s well known road which jointo the main road.Organization:To provider better service Bijjal motors has made 4 sections. They are section. 1) Sales section. 2) General insurance. 3) Accountant. 4) Workshop.Procedure: a) Customer visit to show room: When a customer visit the show room to take quotation His name is entered in the customer follow up forms; these are stored in the file. b) Follow up begins: the customer follow up forms stored in files are kept in the racks which are divided in 3 parts.BABASAB PATIL Page 33
    • . The forms in the fists part are opened to third day from the dose of quotation andattractive letter is written to customer. After writing the letter the forms are shifted to secondpart. The forms are shifted to third part. The forms are opened after 11 days at this time showroom will send one person to meet customer directly. 1) Sales: the person intending to purchase the vehicle will visit the show room is makes the selection of vehicle. After he has selected the vehicle for sales manager writes the customers name is address in “invoice” and receives the amount. He also arranges for insurance of vehicle, registration of the vehicle is left to customer. 2) After filling the “information coupon” he sends the vehicle for pre delivery inspection. If it founds OK in pre delivery inspection report the key of the vehicle is handed over to few customer. 3) Billing: on the day when the vehicle is for cash both original and duplicate copy is Given to customer. But if there is hypothecation in bank then original copy of invoice And one key is given to bank. Duplicate copy given to customer and third copy is retained with the showroom,. 4) Insurance: Before giving the delivery of the vehicle it should be insured. The Insurance policy is called as comprehensive policy’ it means if the vehicle met With any accident or fire the vehicle owner will be indemnities by the insurance company.Finance:BABASAB PATIL Page 34
    • .In showroom the finance section performs the following functions. 1) Maintenance of different registers like a. stock book b. Material account. c. Cash book. D. Ledger account. 2) Entries have to be made in material account in case of sales of vehicle. 3) To make adjustments in the stock register when vehicle are received from the Company. 4) To maintain proper account about spares part.Marketing Section: Marketing section of the showroom involves the distribution of vehicles and sparesparts purchase from the company. Bijjal motors make the purchase of vehicle from the Bagalkot branch office anddistribute the vehicle, so here there is no production of any goods. Bijjal motors ultimatelymake the sales to customers. About Bajaj PlatinaBABASAB PATIL Page 35
    • .Its elegant Platinum silver color with chrome graphics is desperately catching the eyes ofmany finicky bike lovers. Graphic tint engine and transmission with black silencer are reallyleaving good appeal to the eyes of the viewers.To add more aesthetic value to this bike, it is further equipped with exclusive streak designside panels and sleek rear panels with fluid grab rail design.Other mentionable features for making this bike more reliable are chrome heat shield andannular chrome rings housed in a sporty console.Features • Exclusive Styling Package. • Superior engine performance for practical riding conditionsBABASAB PATIL Page 36
    • . • 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 panelsBABASAB PATIL Page 37
    • . Specification of PlatinaDimension & WeightOverall height 1090 mmOverall length 1990 mmOverall Width 770 mmWheelbase 1275 mmGround Clearance 162 mmKerb weight 113 kgFuel Tank Capacity 13 LitreEngineType Natural Air-cooledStroke (2/4) 4-strokeNo. of cylinders Single cylinderBore x strokeDisplacement 99.27 ccElectrical 12V AC +DCTransmissionNo. of Gears Constant Mesh TypePerformanceMaximum Power 6.03 kW (8.2bhp)@ 7500 rpmMax. Torque 8.05 Nm @ 4500 rpmStart Kick StartSuspensionsFront Hydraulic , Telscopic type , 125 mm travelRear Hydraulic , ‘SNS’type, 100 mm travelBrakesFront Drum type, 110 mm/130 mmRear Drum type ,110 mm/130 mmTyresFront 2.75*17", 41 PRear 3.00*17", 50 PBABASAB PATIL Page 38
    • . Part-3OBJECTIVES:BABASAB PATIL Page 39
    • .  To Study the Customer Satisfaction level for the Bajaj PLATINA Bike.  To know the features influencing the customer during the purchase of Bajaj PLATINA Bike.  To Ascertain whether the Customer are satisfied with existing service from the Show Room.  To Study the promotional Mix adopted by the show room.SCOPE:The scope of the study is limited to Bijjal Motors onlyMETHODOLOGY 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 BajajPLATINA Bike at Ilkal town .In this, two types of research methods are used.1) Descriptive Research. Descriptive Research is used to collect various information from customer to studythe satisfaction level With respect to PLATINA Bike.2) Exploratory Research.: Exploratory Research is concerned with discovering the general nature of theproblem and the variables that are related to research study.Types And Sources Of Data: For the purpose of study the data has been collected from two sources mainly,3) Primary Data.4) Secondary Data.Primary Data:BABASAB PATIL Page 40
    • . Primary information was collected through questionnaire and personal interaction.Secondary Data :The major sources of secondary data are as follows,♦ MAGZINES.♦ BOOKS.♦ WEBSITES.♦ MANUALSurvey Research: The method used to collect data for the study was through survey research. SurveyResearch is the systematic gathering of information from respondents for the purpose ofunderstanding and predicting some aspect of the behavior of the population of interest.Measurement Techniques: Measurement may be defined as the assignment of numbers to characteristics ofobjects, 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. Asmuch, its function is measurement. The Questionnaire designed included Open-ended questions, Multiple-Choicequestions, and Dichotomous questions.Open-Ended Question:BABASAB PATIL Page 41
    • . These questions leave the respondents free to offer, any replies that seemappropriate in light of the question. Questionnaire administered included Open-Ended question to find out respondentsExpectations towards Bajaj PLATINA Bike.Multiple-choice Question: Multiple-Choice are immediately followed by a list of possible answers from whichthe respondents must choose. Questionnaire included multiple-choice questions to find out the which sourcescustomers has satisfied with regard to the bikeDichotomous 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 serviceprovided by show room and benefits get from the bijjal motorsRating Scales: The use of Rating Scale requires the rater to place an attribute of the object beingrated at some point along a numerically ordered series of categories. Rating Scale focus on.Overall attribute towards an object.BABASAB PATIL Page 42
    • .The degree to which an object contains a particular attribute.Ones feeling towards an attribute. SAMPLINGSampling Procedure: Descriptive field studies require collection of first hand information or data pertainingto the units of study from the field. The units of study may include the area covered under theIlkal 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 populationof this project is a survey of Walking Customers and Existing Customer.Sampling Frame: A Sampling Frame is a means of representing the elements of the population.Sampling Unit: The Sampling Unit is basic unit containing the elements of the population to besampled.Sampling Extent: It is the scope of study Sampling Extent is Ilkal townSample size: The total Sample Size is 100 from different locations in Ilkal town.BABASAB PATIL Page 43
    • . Part-4 DATA ANALYSES AND INTERPRETATION DATA ANALYSISBABASAB PATIL Page 44
    • . Data collected is useful only after analysis. Data Analysis involves converting a seriesof recorded observations into descriptive statements and inferences about relationships. Thetypes of analysis that can be conducted depend on the nature of the measurement instrumentand the data collected method. If the researcher selects the analytical techniques prior to collecting data, theresearcher should generate fictional responses to the measurement instrument, these dummydata are then analyzed the results of this analysis will provide the information required by theproblem at hand. The results obtained by analyzing such data may not be accurate due to present ofdummy data, So it is preferable to select analytical technique after collection of data,depending on data collected. 1) Age categories: Age Respondents PercentageBABASAB PATIL Page 45
    • . 20-25 24 24% 25-30 24 24% 30-35 24 24% 35-40 28 28% Total 100 100% 24% 28% Age Categories 20-25 Age Categories 25-30 Age Categories 30-35 Age Categories 35-40 24% 24%Interpretation. From the above graph it is evident that out of 100 samples 28 customers are ofbetween 35-40 age limits. By seeing this result we interpret that Bajaj PLATINA is preferredby middle age groups working as Clerks, Bank workers, Small outlets owner Viz Colddrinks, Because of mileage is the main reason. 2) Following factors influenced you to purchase Bajaj platina Bike? Respondents Percentage Friends’ opinion 31 31%BABASAB PATIL Page 46
    • . Price 32 32% Advertisement 22 22% Relative opinion 15 15% Total 100 100% 35 31 32 30 25 22 20 15 No Series1 15 10 5 0 s e t s en nd e ic iv Pr m ie at se Fr el r ti R ve Ad ResInterpretation. From the above Graph it is found that 32% of Customer are purchased Bike bypreferring 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 topurchase the Bike through relatives opinion. The majority of the people bought BajajPLATINA revealed they purchase the Bike influenced by the price.3) Satisfaction Level of the Customers with respect to information given by themechanics. Satisfaction level Respondents Percentage Highly satisfied 28 28% Satisfied 53 53% Dis satisfied 3 3% Highly dissatisfied 6 6% Total 100 100%BABASAB PATIL Page 47
    • . 6 3 28 Highly satisfied Satisfied Dis satisfied Highly Dissatisfied 53Interpretation. From the above Graph its clear that most of the owner of the Bajaj PLATINA aresatisfied with preliminary Information given by the mechanics while purchasing the Bike Ie63%. 5) Satisfaction level of customer with respect to the following characteristics of the Bajaj PLATINA. a). Price of the Vehicle. Price vehicle Respondents Percentage Very good 72 72% Good 13 13% Bad 13 13% Very bad 2 2%BABASAB PATIL Page 48
    • . Total 100 100% 80 72 60 40 20 13 13 0 2 S1 Very Good Bad good Very BadInterpretation. From the above Graph it is found that out of 100 respondents majority of theCustomer are very much satisfied with the price of Bajaj PLATINA Bike as compared toother Bikes.72% of the customer said price of the bike is very good. c) Engine and performance of the vehicle. Engine & performance Respondents Percentage Highly satisfied 38 38% Satisfied 45 45% Dis satisfied 15 15% Highly satisfied 0 0% Highly dissatisfied 2 2% Total 100 100%BABASAB PATIL Page 49
    • . 15% 2% Highly satisfied 38% Satisfied Dis satisfied Highly Dissatisfied 45%Interpretation. From above Graph it is clear that 45% Respondents are satisfied with theperformance of the vehicle and 38% of the Respondents satisfied and 15% of theRespondents are not satisfied with the performance of the vehicle the reason behind this theyare facing problem Engine (carburetor). d) Maintenance Cost of the Vehicle.Maintenance cost Respondents PercentageHighly satisfied 10 10%Satisfied 60 60%Dis satisfied 20 20%Highly satisfied 10 10%Total 100 100%BABASAB PATIL Page 50
    • . 10% 10% Highly satisfied 20% Satisfied Dis satisfied Highly Dissatisfied 60%Interpretation. From the above Graph is highlighted that maintenance cost of the vehicle themaximum number of customer are satisfied with maintenance cost ie 60% hence we can sayit is Happy new for the company maintenance cost of the Bajaj PLATINA Bike is less. e) Aesthetics (Color).Aesthetics color Respondents PercentageHighly satisfied 28 28%Satisfied 48 48%Dis satisfied 18 18%Highly satisfied 6 6%Total 100 100%BABASAB PATIL Page 51
    • . 48 50 40 Highly satisfied 28 30 Satisfied 18 20 Dis satisfied 10 6 0 Highly Dissatisfied 1Interpretation. 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. f) Cost of spares. Cost of spares. Respondents PercentageHighly satisfied 23 23%Satisfied 55 55%Dis satisfied 19 19%Highly satisfied 3 3%Total 100 100%BABASAB PATIL Page 52
    • . 60 55 50 Highly satisfied 40 Satisfied 30 23 19 Dis satisfied 20 Highly Dissatisfied 10 3 0 1Interpretation. From above Graph it is observed that majority of the customers said that the cost of spares are quite affordable and they are satisfied. g) Mileage of the Vehicle.Mileage of the Vehicle. Respondents PercentageHighly satisfied 64 64%Satisfied 13 13%Dis satisfied 12 12%Highly satisfied 11 11%Total 100 100%BABASAB PATIL Page 53
    • . 11 12 Highly satisfied Satisfied Dis satisfied 13 64 Highly DissatisfiedInterpretation. From above Graph it has been observed that 64% of the customer highly satisfiedwith mileage of the Vehicle. and customer are said that there Vehicle gives 70-80 kmmileage per liter of petrol in city limits. If they go for long ride it gives nearly about 80-85km per liter.5) Level of satisfaction of warranty service provided by the show room.Level warranty service Respondents PercentageHighly satisfied 13 13%Satisfied 12 12%Dis satisfied 64 64%Highly satisfied 11 11%Total 100 100%BABASAB PATIL Page 54
    • . 80 64 60 Highly satisfied Satisfied 40 Dis satisfied 13 12 11 20 Highly Dissatisfied 0 1Interpretation. From above Graph it has been observed that 64% of the customer is not satisfied only13% Respondents are satisfied with warranty service. 1) Percentage of Customer going for paid up service. Paid up service Respondent Percentage Yes 62 62% No 38 38% Total 100 100%BABASAB PATIL Page 55
    • . 38% Yes No 62%Interpretation. From the above graph it is clear that majority of the customer go for the paid upservice provided in the show room. As far as the Bajaj Authorized dealer scores more in Ilkalcity but only 38% of the customer are go for unauthorized service station like garage.6) Level of satisfaction for following factors in Service provided by show room.a) Delivery Time.Delivery Time. Respondents PercentageHighly satisfied 13 13%Satisfied 65 65%Dis satisfied 12 12%Highly satisfied 10 10%Total 100 100%BABASAB PATIL Page 56
    • . 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 deliverytime of motor’s the company may provide service of delivery as per Customer convenience.b) Availability Spares.Availability Spares. Respondents PercentageHighly satisfied 10 10%Satisfied 70 70%Dis satisfied 14 10%Highly satisfied 6 6%Total 100 100%BABASAB PATIL Page 57
    • . 80 70 60 Highly satisfied Satisfied 40 Dis satisfied 14 20 10 6 Highly Dissatisfied 0 1Interpretation From the above Graph it has been observed that out 100 customer 70% of thecustomer are satisfied with Availability of spares in showroom. Because of spare parts areGenuine parts and Guarantee, next to these are long performance and Good quality.C) Attitudes of Service Provider.Attitudes of Service Provider. Respondents PercentageHighly satisfied 65 65%Satisfied 19 19%Dis satisfied 13 13%Highly satisfied 3 3%Total 100 100%BABASAB PATIL Page 58
    • . 80 65 60 Highly satisfied Satisfied 40 Dis satisfied 19 20 13 Highly Dissatisfied 3 0 1Interpretation From the above graph it is evident that most of the respondents are strongly satisfiedwith the attitude of the service provider ie 65% of the Customer are highly satisfied and only13% of the customer are not satisfied with attitudes of service provider. Remaining 3% of thecustomer is highly dissatisfied attitudes of service provider. 7) Degree of level of satisfaction regarding solving of complaints. complaints Respondent Percentage Yes 35 35% No 65 65% Total 100 100%BABASAB PATIL Page 59
    • . 35 Yes No 65Interpretation From the above graph its clear that majority of the customers are not satisfied withcompliant handling procedure of the show room only 35% of the Customers are satisfied.Remaining the 65% customer not satisfied 8) Percentage of purchase Spare parts. purchase Spare parts Respondents Percentage Showroom 78 78% Retail outlet 22 22% Total 100 100%BABASAB PATIL Page 60
    • . 78 80 60 40 Series1 22 20 0 Show room Retail outletsInterpretation From the above Graph its clear that the 78% of the customer purchase of spare partsAt show room. Because of branded, Guarantee, long run performance, Good quality & only22% of the customer purchase retail outlets.9) Degree satisfaction about service chargeservice charge Respondents PercentageAffordable 69 69%Costly 31 31% 100 100%BABASAB PATIL Page 61
    • . 31% Affordable Costly 69%Interpretation From above graph its clear that 69% of the customer are feel that the service chargesare affordable as compared to other & only 31% of the customer are said service chargecostly. 10) Level of satisfaction of Bajaj PLATINA Bike.Satisfaction of Bajaj Respondents PercentagePLATINA Bike.Highly satisfied 58 58%Satisfied 23 23%Dis satisfied 17 17%BABASAB PATIL Page 62
    • .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 1Interpretation Happy news for the show room Bijjal motors from above Graph it has observed thatthe majority of the customer some around 58% of the customer are highly satisfied withBajaj PLATINA, 23% are satisfied with bike and only 2% of the customer highlydissatisfied. FINDINGS CUSTOMER SATISFACTION FOR BAJAJ PLATINA AT ILKAL • Majority of the Customer have purchased the vehicle by there price and friends with 32% and 31% respectively. And friends is second motivated factors which influenced the customer to purchase the bike. • 52% of the customers are satisfied with information provided by the mechanics while delivering the bike for the first time. • The Bajaj PLATINA customers are satisfied with the price ie 72%.BABASAB PATIL Page 63
    • . • Engine and performance of the vehicle satisfaction is 45%. • 52% of the customers are satisfied with the maintenance cost 35% of them are not satisfied, with the maintenance cost level. • The customers are highly satisfied with the Aesthetics (color, style) of the Bajaj PLATINA. • The cost of said that cost of spares are quite affordable 55% of the customer are satisfied with the cost of spares. • In the study I am found that 64% of the customers are not satisfied with the warranty service provided by showroom. • The customers are satisfied with delivery time, availability of spares and attitudes of the service providers. • But the customers are not fully satisfied with complaint handling procedure at bijjal motors only average customers are satisfied. • Happy news for the showroom is that 58% of the customers are highly satisfied that with Bajaj PLATINA bike. • From the market research it has been observed that 64% of the customers are highly satisfied with the mileage of the bike. RECOMMENDATIOIN TO DEALER As far as the show room satisfaction is concerned, the show room scores goodpercentage. At But maintain this satisfaction level forever the show room has to do someactivities. • The dealer can convince the non-users by taking measures like advertising and sales people.BABASAB PATIL Page 64
    • . • 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. RECOMMENDATIOIN SUGGESTIONS TO COMPANY By the study it is found that all most all customer of Bajaj PLATINA are satisfied, the main reason to purchase this bike is because of its high mileage and low price it is very help full to middle income level of group of people.BABASAB PATIL Page 65
    • . • 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 PLATINA vehicle And service provided by theBijjal motors. I can conclude that it has wide market and bright future for its sales. And alsoin the current market it is one of the leading vehicles. The distribution and availability of thevehicle in bagalkot District as to be Improve Because of the Competing of the vehicle likeHero Honda, TVS are very high market share. As per show room is concerned is having good prospects in near feature it isproviding good service and majority of the people are satisfied with Bajaj company vehicle.BABASAB PATIL Page 66
    • . Part-5BABASAB PATIL Page 67
    • . ANNEXUREBABASAB PATIL Page 68
    • . QUESTIONNAIREDear sir / Madam, I am pleased to introduce my self as MBA student I am doing my project at BijjalMotors who are authorized dealer for Bajaj . The purpose of the study is to know “A STUDYON CONSUMER SATISFACTION LEVEL OF BAJAJ PLATINA BIKE CITY”. I request you to kindly spare your valuable time for completing this questionnaire.(Please mark √ for the relevant box)1. Name: _________________2. Age: 20-25 25-30 30-35 35-403. Sex: Male Female.4 :Occupation Businessman Employee Student Professional Other specify_____________ 5. Which of the following factors influenced you to purchase Bajaj PLATINA Bike? Friend’s opinion Price Advertisement Relatives opinion 6. Did you own any Bike previously? Name itBABASAB PATIL Page 69
    • . ___________________ ____________________ 7. Rate the following characteristic’s of Bajaj PLATINA Bike. 1to5 (1-Very good, 2-Good, 3-Avg, 4-Bad, 5-Very bad) Characteristics 1 2 3 4 5 Price of the vehicles. Engine (carburetor) & performance of vehicles. Maintenance cost. Color. Cost of spares. Mileage.BABASAB PATIL Page 70
    • . 8. Are you satisfied with the warranty service provided by the show room? 1) Highly Satisfied 2) Satisfied 3) Average 4) Dis-satisfied 5) Highly Dis-Satisfied 9. Are you availing any paid up service for your vehicle at Bijjal Motor’s? Yes No a) If no then state your reason 1) __________ 2) ______________ 3) _____________ 10. Have you experienced any major problems with your bike? Yes No 11. Are you satisfied with information given (or) complaint solved by the show room Service Station? Yes No a) If no please mention in which area you felt need for Services. 1_______________ 2________________ 3________________12. Where do you purchase spare parts required for your vehicle? a. At show room b. At Retail outletsBABASAB PATIL Page 71
    • .13. Please Rank your level of satisfaction for the following Factors in service. Character sticks Highly Satisfied Dis- Highly Satisfied satisfied Dissatisfied 1. Delivery time. 2. Availability spares. 3. Cost of spares. 4. Attitudes of service provider. 5. Cost of service. 14. Your opinion about service charges? Affordable Costly 15. To what extent the Bajaj PLATINA bike has satisfied your need purchase? 1. Very Good 2. Good 3. Average 3. Not Good16. Do you have any specific to Bijjal Mtors to improve customer Satisfaction? ------------------------------------------------------------------------------------ -------------------------------------------------------------------------------------BABASAB PATIL Page 72
    • . BIBLIOGRAPHYTEXT BOOKS ♦ MARKET MANAGEMENT By. Philip Kotler.MAGZINES ♦ BUSINESS WORLD. ♦ BUSINESS TODAY. ♦ INDIA TODAY.NEWS PAPERS ♦ THE TIMES OF INDIA. ♦ THE HINDU.PAMPLETSWEB SITES www.bajajauto.com Google searchBABASAB PATIL Page 73