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  • 1. SAAB MARFIN MBA SAS . Customer satisfaction Level Page 1Customer satisfaction Level MBA MARKETING REPORT
  • 2. SAAB MARFIN MBA SAS .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 BIBLIOGRAPHY Page 2Customer satisfaction Level MBA MARKETING REPORT
  • 3. SAAB MARFIN MBA SAS . Part-1 EXECUTIVE SUMMARY Page 3Customer satisfaction Level MBA MARKETING REPORT
  • 4. SAAB MARFIN MBA SAS . EXECUTIVE SUMMARY Bijjal Motors authorized dealer for Bajaj Company for Ilkal town. The present aim at examining the “Customer satisfaction LevelBajaj PLATINA Bike at Ilkal town” The importance of the study is emphasizedby the fact the Customer “Satisfaction is person feelings (or) disappointmentresulting from comparing a products performance in relation to his/herexpectations”. It is the key to generate the high customer loyalty. The measures the Customer satisfaction level research surveywas conducted with sample size of 100. The information is collected withthe help of questionnaire through personal interview and study is revealedthat the most of the customer are satisfied with the Bajaj 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 inthe country, has a dominating 40% market share in scooters with 18.5% in Page 4Customer satisfaction Level MBA MARKETING REPORT
  • 5. SAAB MARFIN MBA SAS .un geared scooters, 25.2% in motor cycles, 53% in step-thrus, 8.3% inmopeds and a leading 78% market share in three-wheelers in FY2001.Need for study: In this competitive era we are using so many different types oftwo wheelers, even though we are not satisfied with the particular bike, sowe choose the appropriate bike that is PLATINA which is suitable for all thelevel of people because it gives more mileage and it has good looking bike.For that matter only we are studying about this particular topic.OBJECTIVES OF THE STUDY To Study the Customer Satisfaction level for the Bajaj PLATINA Bike. To know the features influencing the customer during the purchase of Bajaj PLATINA Bike. To Ascertain whether the Customer are satisfied with existing service from the Show Room.SCOPE: The scope of the study is limited to Bijjal Motors only.METHODOLOGY1) Primary Data.2) Secondary Data. Page 5Customer satisfaction Level MBA MARKETING REPORT
  • 6. SAAB MARFIN MBA SAS .Primary Data: Primary information was collected through questionnaire and personalinteraction.Secondary Data :The sources of secondary data are as follows: MAGZINES. BOOKS. WEBSITES.Findings Majority of the Customer have purchased the vehicle by there price and friends with 32% and 31% respectively. And friends are second motivated factors which influenced the customer to purchase the bike. 52% of the customers are satisfied with information provided by the mechanics while delivering the bike for the first time. The Bajaj PLATINA customers are satisfied with the price ie 72%.Conclusion: By seeing the performance of Bajaj PLATINA vehicle And serviceprovided by the Bijjal motors. I can conclude that it has wide market andbright future for its sales. And also in the current market it is one of theleading vehicles. The distribution and availability of the vehicle in bagalkotDistrict as to be Improve Because of the Competing of the vehicle like HeroHonda, TVS are very high market share. As per show room is concerned is having good prospects in nearfeature it is providing good service and majority of the people are satisfiedwith Bajaj company vehicle. Page 6Customer satisfaction Level MBA MARKETING REPORT
  • 7. SAAB MARFIN MBA SAS .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. Page 7Customer satisfaction Level MBA MARKETING REPORT
  • 8. SAAB MARFIN MBA SAS . Part-2 Page 8Customer satisfaction Level MBA MARKETING REPORT
  • 9. SAAB MARFIN MBA SAS . INTRODUCTION TO STUDY Project is under taken aims at measuring customer satisfaction level ofBajaj PLATINA Bike at Ilkal town. Bajaj PLATINA Bike has been launched by Bajaj Company and there is aneed measures satisfaction level of Bajaj PLATINA Bike in Ilkal town. The benefit of the study is to make the strategic decision about whichare 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 aresatisfied with Bajaj PLATINA Bike if the performance matches the expectationthe customers are satisfied if the performance exceeds expectation thecustomers are is highly satisfied or delighted.Back ground of the company Bhartha commenced operation as importing agents for vespa scooterof paggio in 1948.Entered into technical collaboration agreement withpiaggio expired in 1971, was not Renewed.BAL has 3 plant located inmaharashtra. The scooter incorporate piaggio Technology as upgraded byBAL’s in house R&D from time to time. It also developedA fully indigenousmodel of motorcycle in 1981. subsequent to the opening up of The scooterfor foreign technology and equity participation in the mid 80’s it enteredInto a technical collaboration agreement with Kawasaki Japa. It startedproduction Of Kawasaki 100cc motorcycles in 1986. the company has alsoentered into technical Collaboration with M/s kabota of japan formanufacture of diesel engines for its three Wheelers and cagiva of italy. BALhas also promoted Maharashtra Scooter Ltd.(MSL) With state governmentbodies. MSL assembles Bajaj scooter at its satara plant. Page 9Customer satisfaction Level MBA MARKETING REPORT
  • 10. SAAB MARFIN MBA SAS .Group management Mr jamalal Bajaj founded the Bajaj Group in the 30s. The group nowhas 24 companies, Including 6 listed companies. Besides BAL, the majorcompanies in the group are as Follows:Mukand Ltd: Alloy/ special steel,term key projectsBajaj Electricals Ltd: Electrical equipments,fans,appliancesBajaj Hindustan Ltd:Sugar, industrial alcoholSubsidiary/affiliate companies Bajaj auto holdings ltd. (BAHL) is a wholly owned subsidiary of BALengaged in the business of investment in shares, debentures and Othersecurites. Bajaj Auto Hodings Ltd. (BHEL) is a wholly owned subsidiary of BALengaed in the business of investment in shares, debentures and othersecurities. Bajaj Auto Finance Ltd. (BHFL) has ceased to be a subsidiary after itsIPO 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 investmentactivities. The company is planning to increase its branch network in thecountry 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 . Page 10Customer satisfaction Level MBA MARKETING REPORT
  • 11. SAAB MARFIN MBA SAS . Bajaj Allianz General Insurance. BAL has entered the non-lifeinsurance segment with Allianz General Insurance with BAL having 74% andAllianz with 24% stake of paid up equity capital of Rs 100 mn of which BALreceived Rs 450 mn in the first half and Rs 720 mn during the second half offiscal 2001-02.BAL also planning life insurance venture with paid up equitycapital of Rs 1500mn. The promoter stake holding in BAL is up from 42.65% in FY 2000 to46.65% in FY2001 and the FII stake holding has also increased by 3% at12.99% after the buyback in October 2000 which was meant to after anattractive exit option to small shareholder. However their has been a minorfall in the stake holdings of public Financial Institutions, GDRs at 4.65% andMutual Funds etc.Plant locations AL has two plants located near pune viz; Akurdi and chakan plantbeing recently set up. The third plant is located at Waluj near Aurangabad.The plants incorporate state-of-art flexible manufacturing facilities that arecross-sourced in increasing demand situations. Akurdi was set up in 1961and Waluj in the both the plants. Besides, Akurdi plant manufactures frontengine three-wheeler, sunny mopeds and Kawsaki motorcycles. The Walujplant is planned to be global hub for Kawasaki motorcycles upto 200cc. TheAkurdi plant manufactures around 1 mln units p.a, Waluj plant manufactures1.14 mln units p.a and the Chakan plant has a manufacturing capacity of0.18 mln unit’s p.a. The company is successfully implanting the TPM (Total ProductivityMaintenance) activities at its Akurdi plant with a view to improve onefficiency, productivity and effectiveness. BAL has recently commenced its Page 11Customer satisfaction Level MBA MARKETING REPORT
  • 12. SAAB MARFIN MBA SAS .three-wheeler production at its new plant in Brazil for the local market andits neighboring regions. The Bajaj Group is amongst the top 10 business houses in India. itsfootprint stretches over a wide range of industries, spanning automobiles(two-wheelers and three-wheelers), home appliances, lighting, iron andsteel, insurance, travel and finance. The groups flagship company, Bajaj Auto, is ranked as the world’slargest two-and three-wheeler manufacturer and the Bajaj brand is wellknown in over a dozen countries in Europe, latin America, the US and Asia. Founded in 1926, at the height of India’s movement for independencefrom the British, the group has an illustrious history. The integrity,dedication, resourcefulness and determination to succeed which arecharacteristic of the group today, are often traced back to its birth duringthose days of relentless devotion to a common cause. Jamnalal Bajaj,founder of the group, was a close confidant and discipline of MahatmaGandhi. Infact, Gandhi has adopted him as his son. This close relationship and hisdeep involvement in the independence movement did not leave Jamalal Bajajwith much time to spend on his newly lunched business venture. His son, Kamalnayan Bajaj, then 27, took over the reins of business in1942. He too was close to Gandhiji and it was only after independence in1947, that he was able to give his full attention to the business. KamalnayanBajaj not only consolidated the group, but also diversified into variousmanufacturing activities. The present Chairman and managing Director of the group, RahulBajaj, took charge of the business in 1965. Under his leadership, the turn Page 12Customer satisfaction Level MBA MARKETING REPORT
  • 13. SAAB MARFIN MBA SAS .over of the Bajaj Auto the flagship company has gone up from Rs72 millionto Rs46.16 (USD936 million), its product portfolio has expanded from one toand the brand has found a global market. He is one of India’s mostdistinguished business leaders and internationally respected for his businessacumen and entrepreneurial spirit. Industrial ProfileAbout Bajaj The Bajaj Group is amongst the top 10 business houses in India. Itsfootprint stretches over a wide range of industries, spanning automobiles(two-wheelers and three-wheelers), home appliances, lighting, iron andsteel, insurance, travel and finance. The group’s flagship company, Bajaj Auto, is ranked as the world’sfourth largest two- and three- wheeler manufacturer and the Bajaj brand iswell-known in over a dozen countries in Europe, Latin America, the US andAsia. Founded in 1926, at the height of Indias movement for independencefrom the British, the group has an illustrious history. The integrity,dedication, resourcefulness and determination to succeed which arecharacteristic of the group today, are often traced back to its birth duringthose days of relentless devotion to a common cause. Jamnalal Bajaj,founder of the group, was a close confidant and disciple of Mahatma Gandhi. Page 13Customer satisfaction Level MBA MARKETING REPORT
  • 14. SAAB MARFIN MBA SAS .In fact, Gandhiji had adopted him as his son. This close relationship and hisdeep involvement in the independence movement did not leave JamnalalBajaj with much time to spend on his newly launched business venture. His son, Kamalnayan Bajaj, then 27, took over the reins of business in1942. He too was close to Gandhiji and it was only after Independence in1947, that he was able to give his full attention to the business. KamalnayanBajaj not only consolidated the group, but also diversified into variousmanufacturing activities.The present Chairman and Managing Director of the group, shekar Bajaj,took charge of the business in 1965. Under his leadership, the turnover ofthe Bajaj Auto the flagship company has gone up from Rs.72 million toRs.46.16 billion (USD 936 million), its product portfolio has expanded fromone to and the brand has found a global market. He is one of India’s mostdistinguished business leaders and internationally respected for his businessacumen and entrepreneurial spirit. Bajaj Auto Ltd (BAL), the largest two and three wheeler manufacturerin the country, has a dominating 40% market share in scooters with 18.5% inun geared scooters, 25.2% in motor cycles, 53% in step-thrus, 8.3% inmopeds and a leading 78% market share in three-wheelers in FY2001. BajajAuto has been viewed as a scooter major but with the change in thestructure of demand for 2-wheelers the company has tried to make itspresence felt in this key market by steadily ramping up motorcyclecapacities, by introducing new models and variants and pushing upmarketing and sales. However the company is well behind Hero Honda inthe motorcycle segment and No.2 player in mopeds/ scooterettes segmentafter TVS Suzuki. The company has a wide array of models both in the two-stroke andfour-stroke configurations. In 1995 – 96 the sales were less than 90,000 Page 14Customer satisfaction Level MBA MARKETING REPORT
  • 15. SAAB MARFIN MBA SAS .motorcycles which was 8% of the total volume of its two- wheeler saleswhich has grown to 4,22,016 units in FY2001 accounting to 50% of its two-wheeler sales. However, with the implementation of the latest emissionnorms, it is slowly moving away from two-stroke vehicles and convertingthem to four-stroke ones. The company is all set to increase its margins todouble – digits through concerted cost cutting, value engineering, gainsfrom ‘ Total Productive Maintenance ‘ (TPM) and VRS. The Indian two-wheeler sector is characterized by largest volumesamongst all the segments in automobile industry. Though the segment canbe broadly categorized into 3 sub-segments viz; scooters, motorcycles andmopeds; some categories introduced in the market are a combination of twoor more segments e.g. scooterettes and step-thru’s. The market primarilycomprises five players in the two-wheeler segment with most of thecompanies having foreign collaborations with well-known Japanese firmsearlier. But most of the companies are now planning 100% subsidiaries inIndia. In the last four to five years, the two-wheeler market has witnessed amarked shift towards motorcycles at the expense of scooters. In the ruralareas, consumers have come to prefer sturdier bikes to withstand the badroad conditions. In the process the share of motorcycle segment has grownfrom 48% to 58% , the share of scooters declined drastically from 33% to25% , 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 theexisting players in the two- stroke segment to install catalytic converters.This has been replaced by 4-stroke motorcycles, which do not incur theadditional cost of such converters and fierce competition led to a fall in priceof certain models Page 15Customer satisfaction Level MBA MARKETING REPORT
  • 16. SAAB MARFIN MBA SAS . Bajaj Auto Ltd (BAL) has been viewed as a scooter major. Nevertheless,in the past five years the company recognized the important role ofmotorcycles in its portfolio. The scooter market is predominantly located inthe Northern and Eastern India and the rationalization of sales taxes to auniform rate of 12% pushed the price of scooters by 6-8% without offeringany 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 in1999-00 . The motorcycle sales contributed to almost 50% of the total salesvolumes accompanied by the decline in geared scooter sales, whichcontributed, to only 33% of sales volumes. The company has beenintroducing models in the middle end Rs.36, 000 – Rs. 48,000 and high endsegments viz; Rs. 48,000 and above but has found difficult to market suchmodels in competition to Hero Honda models in the similar price category. However BAL is on its way to recapture the highly differentiatedproduct market by becoming a flexible and market – driven supplier ofvarious models of two and three wheelers at specific price – points.Current Scenario BAL has performed fairly in the current fiscal 2001-02 with the NetSales going up by 3.06% to Rs19720 mn HY ended September 2001 fromRs19133.3 mn in the corresponding period previous year. The totalexpenditure has gone up by 5.3% with the material cost accounting for themajor increase. The company has posted a growth of 69% in PBT and the NetProfit 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 Page 16Customer satisfaction Level MBA MARKETING REPORT
  • 17. SAAB MARFIN MBA SAS .almost 50.7% from the half year ending FY2000-01 . The employee cost hasfallen but the company will be charging an equal expenditure of Rs 22.6 mnover the three quarters of the current fiscal amounting to Rs 67.8 mn as theVRS expenditure incurred in June 2001Business BAL in its 2-wheeler segment posted volume wise sales of 87.2% of itstotal sales of which scooters (both geared and ungeared) accounted for42.3%, motorcycles for 34.9% and around 10% in step- thrus in FY2001. Thesales of scooters have fallen by 26.1% from FY2000 but there has been asignificant increase in the motorcycle sales by nearly 65.4% since FY2000.The three – wheeler sales have improved marginally in FY2001.The Companyis targeting 25% market share in motor cycle’s segment during the currentfiscal as against 21% share it has cornered in FY2001.Scooters In the geared category BAL has ‘Chetak’, Classic and Super in the oldones and the Legend, Bravo among the newer models .The ungearedsegment consists of the 60CC ‘ Sunny Spice ‘ , ‘Spirit ‘ , ‘ Fusion ‘ and the92cc ‘Saffire ‘ . The’ Legend NXT’ is a 4 stroke geared scooter with a 9HPengine and the ‘Bravo’ being a two-stroke 150ccscooter with a catalytic converter designed in line with the emission norms.The company has launched utility versions of ‘Chetak ‘and ‘Super ‘atreduced prices. With the unprecedented 38% slump in scooter market thecompany faced a gradual market share loss to the other players like KineticEngineering and TVS Suzuki.Motorcycles Page 17Customer satisfaction Level MBA MARKETING REPORT
  • 18. SAAB MARFIN MBA SAS . BAL has two basic motorcycle products - M80, a 75cc indigenouslydeveloped low cost vehicle in the step-thru segment and Japanesemotorcycles. BAL’s motorcycles are positioned as four-stroke fuel-efficientvehicles. Among the Japanese ones, BAL has within its fold, the 100cc‘4S-Champion’, 125cc ‘KB 125’, 111cc ‘Caliber’ competing with Hero Honda’s ‘ Passion ‘ and 100cc ‘Boxer’ with a variant ‘ Boxer City ‘ in the pipeline, allof 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 thetwo variants viz; 180cc and 150cc ‘Pulsar ‘(in the high –end segment) Thesemodels were introduced mainly in competition to Hero Honda’s 157cc CBZand TVS Suzuki’s Fiero. The company also launched in its 4-stroke bikesrange 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 models are the ‘Sunny Zip’, ‘Rave’ and the ‘Spirit’. Its ‘Bajaj Sunny’,a 50cc upgraded scooterette model has been extremely successful .Theother models include 74cc ‘ Rave ‘launched in FY98 and ‘ Spirit ‘ 60cc,2-stroke scooterette competing with leader TVS Suzuki’s ‘Scooty’. Page 18Customer satisfaction Level MBA MARKETING REPORT
  • 19. SAAB MARFIN MBA SAS .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 around85% two years back. The company is trying to maintain its market share bycreating environment-friendly vehicles and has already launched the CNGmodel in Delhi BAL also launched its 4- stroke rear engine CNG – autorickshaw model in Mumbai during the year. It is testing the LPG model,which will take off as soon as the government regulations permit. Apart fromthis the company also plans to introduce a four-stroke version inauto-rickshaw and a goods carrier in both petrol and diesel versions.ExportsBAL is keen to export motorcycles through Kawasaki’s distribution networkin Indonesia and Argentina wherein the company planned to sell throughtheir network. The company’s exports registered a marginal decline fromRs1378 mn to Rs1351 mn i.e. 2%. The exports consisted of 30,652 two andthree – wheelers as against 32,730 (including CKD packs). Bangladesh, Egypt,Peru, Iran and Sudan performed consistently well with lower exports in SriLanka and Latin American markets. The total foreign exchange earned by thecompany was Rs. 1,391 million. As against Rs1430 million.Expansion The expansion at both Akurdi and Waluj plants has been completedduring FY99 taking total capacity to 2mn vehicles. BAL has also set up athird manufacturing plant at Chakan near Pune with a capacity of 1mnvehicles. The company has planned for selling through separate channels incase of its 2-wheeler and 3-wheeler segment .It has been planning tostreamline its vendor network by cutting down the number of suppliers by50% from current 800 during the current fiscal, intended to improve theefficiency of its supply - chain management. BAL has been experimentingwith higher dealer commissions on some models in a bid to loosen thestranglehold of market leader Hero Honda in the motorcycle segment. It Page 19Customer satisfaction Level MBA MARKETING REPORT
  • 20. SAAB MARFIN MBA SAS .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 to10,000 over the next four years. The company also planned to commission a20-MW capacity wind power plant (fourth phase with the other three beingset up near Satara) with an investment of Rs1000 mn in Ahmednagar districtby entering into the Power Purchase Agreement (PPA) with MSEB duringcurrent fiscal to be completed. The company expects to source its currentpower requirements in-house and also avail of the benefit of sales taxincentives. BAL has also been exploring the possibility of an equity tie-up or amarketing alliance with a Chinese company for selling its three – wheelers inChinese market. It has also been planning a technical collaboration onhigh-end scooters with the Italian 2-wheeler major ‘Aprilia. ‘The companyhas chalked out a strategy for co-existence with Kawasaki wherein BALwould 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 competitionthrough predatory price cuts; market expansions moves or take over threats.However both Honda and LML have cannibalized the BAL market share andare challenging its leadership. The company has remained less aggressive inits approach and idled away its cash reserves without proactively deployingthem in R&D , new models , takeovers or other risky ventures . In order toarrest its declining market share, BAL has launched several new modelsduring the past fiscal and more are in the offing in each segment of thetwo-wheeler market. Moreover, the management has recognized the need toutilize its surplus reserves for strengthening its presence in the market byway of launching new models, expanding capacity and penetrating newmarkets. Kawasaki has been developing India as an export hub for Page 20Customer satisfaction Level MBA MARKETING REPORT
  • 21. SAAB MARFIN MBA SAS .motorcycles between 50-200cc. The Company has invariably become themanufacturing base for Kawasaki and accounts for 60% of the latter’s globalsales. Though the company plans to introduce some high-tech motorcyclesfrom the Kawasaki range, it is trying to shed- off its image of “screw-driver"company by developing its own range of motorcycles. The TVS – Suzukibreak –up is expected to pave the way for a new relationship with BAL andthe new Kawasaki – Suzuki alliance in the two-wheeler business. BAL needsto 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 fromRs30973 mn in FY2000, which was 4.2% rise from FY99. The Operatingprofit has declined by 47.8% to Rs3052 mn in FY2001 from Rs5847 mn inFY2000 though the 65% rise in motorcycle volumes could not counter themargins arising out of 41% fall in geared scooters. BAL has spent a sizeable13..05% advertising and there has been a 5.2% increase in the royaltypayments from Rs593 mn to Rs624 mn in FY2001. The current ratio hasfallen only marginally in FY2001 to 1.39% from 1.36% in FY2000 and therehas been a marginal fall in the inventory levels, which contribute to about11-12% of the current assets. There has not been a significant change in theinventory turnover, which has also remained close to 11.9% from FY2000levels. The company has remained by and large debt-free and has thesecured loans in the form of cash credit and working capital gap finance.The unsecured loans are mainly interest free and comprise Sales TaxDeferral Liability on account of incentives provided for the Waluj and Chakanplants as well as the wind power project. The Bank finance to WorkingCapital Gap is approximately 2% in FY2001 as against nil in FY2000indicating the company’s increased dependency on bank finance for workingcapital. However the overall secured loan level has fallen including the cash Page 21Customer satisfaction Level MBA MARKETING REPORT
  • 22. SAAB MARFIN MBA SAS .–credit limit which has fallen by around 55% in FY2001. The long-term debtto 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 ofshares worth Rs18 mn in October 2000. The long-term debt to total assetshas remained steady at 0.14 since FY2000, which is indicates that the 14% ofthe total assets are financed by debt sources. The Interest Coverage Ratio has fallen by 80% from FY2000 indicatingthat the EBIT as a percentage of interest charges has declined with thedecreasing conservativeness and fall in the ability of the company to payfinance charges due todecreased EBIT. The insignificant change in the Asset Turnover Ratio isindicative of the ability of the company to produce sales from the existingasset base. There has been a fall in both the Net Sales and the capitaldeployed in tandem with each other. Income from pre tax operations hasfallen drastically by 55.2% to Rs3695 mn in FY2001 from Rs8252 mn inFY2000 as against 8.7% growth from FY99. However, cash profits havedeclined by 45.2% to Rs4272.4 mn in FY2001 from Rs7801.7 mn in FY2000compared to 13% rise in FY2000 due to rise in depreciation cost. The NetProfit Margin has fallen to 8.29% in FY2001 from 20% in FY2000 on accountof decline in PAT by 60 % to Rs2499.5 mn. The additional expenditure onVRS 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 incomeand also the capital employed. Hence the company has been not been ableto generate substantial profits in relation to sales and also in relation toassets. The Earning Power of the company has fallen to 10.9% in FY2001from 23.7% in FY2000, which indicates the fall in operational efficiency. Theinvestment portfolio as a percentage of capital employed was 37% and themarket value of investments has been lower by Rs114 mn, which can furthererode due to continued uncertainties in stock markets. Page 22Customer satisfaction Level MBA MARKETING REPORT
  • 23. SAAB MARFIN MBA SAS .The EPS has fallen by 58% and the dividend payout by 32% indicating that fallin percentage of total earnings paid out to shareholders in FY2001. Page 23Customer satisfaction Level MBA MARKETING REPORT
  • 24. SAAB MARFIN MBA SAS . GROUP COMPANIES Bajaj Auto is the flagship of the Bajaj group of companies. The groupcomprises of 27 companies and was founded in the year 1926. Thecompanies in the group ar Page 24Customer satisfaction Level MBA MARKETING REPORT
  • 25. SAAB MARFIN MBA SAS . MANAGEMENT PROFILEBajaj 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 Bombay Forgings Ltd.Company Ltd.Shekar Bajaj ChairmanMadur Bajaj Vice charmanN.H Hingorani Vice president (Materials) Page 25Customer satisfaction Level MBA MARKETING REPORT
  • 26. SAAB MARFIN MBA SAS .Ranjit Gupta Vice president (insurance) Vice president (operation)Kevin D’sa Vice president (Finance)Pradeep shrivastava Vice president (Engineering) Vice President (Mktg & Sales - 2Wh.)V.s Raghavan Vice President (Corporate Finance)J.Sridhar Company SecretaryRajiv Bajaj Managing DirectorSanjiv Bajaj Executive DirectorShekar Bajaj. Shekhar Bajaj (born on June 8, 1948) is an honours graduate in sciencefrom Pune University with an MBA from New York University. He started hiscareer as resident director of Bajaj Sevashram Ltd in Udaipur in 1968.During 1969-72, he was joint managing director of Bachhraj Factories Ltd,in Mumbai and took over as chief executive in 1974.In 1975 he was appointed as part-time managing director of theMumbai-based Bajaj International Pvt Ltd and later its whole-time managingdirector.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 ManagerAurangabad Division in June 1986, as its Chief Executive in October 1988, Page 26Customer satisfaction Level MBA MARKETING REPORT
  • 27. SAAB MARFIN MBA SAS .he became President of Bajaj Auto in September 1994, Executive Director inMay 2000 and as Vice Chairman in July 2001.Rajiv BajajManaging Director Rajiv Bajaj, who took charge as Managing Director on 1st April 2005, isa Mechanical Engineer from Pune University. He later did his Masters inManufacturing Systems Engineering from the University of Warwick. Joinedas Officer on Special Duty in 1990, took over as General Manager (Products)in February 1993, as Vice President (Products) in June 1995, President in May2000, President & Whole Time Director in March 2002, Joint ManagingDirector in March 2003Sanjiv BajajExecutive Director Joined as Officer on Special Duty in 1994, took over as ExecutiveDirector in April 2004, as General Manager (CF) in 1997, took charge as VicePresident (Finance) in April 2001. He is a Mechanical Engineer from PuneUniversity, with Masters in Manufacturing Systems from University ofWarwick and MBA from Harvard Business SchoolN H HingoraniVice President (Materials) Page 27Customer satisfaction Level MBA MARKETING REPORT
  • 28. SAAB MARFIN MBA SAS . Joined in 1997 as General Manager (Materials), took over as VicePresident (Materials) in 1998. He is a Mechanical Engineer from MalaviyaRegional Engineering College, Jaipur.Ranjit GuptaVice President (Insurance) Joined as General Manager (Co-ordination) in 1988, and rose tobecome Vice President (Materials) in 1995, Vice President (HRD) in 2000 andVice President (Insurance). He did his Mechanical & Electrical Engineeringfrom Indian Railway Institute of Mechanical & Electrical Engineers. Honouredwith fellowship of Institute of Electrical Engineering (London) andmembership of Institute of Mechanical Engineers (London).C P TripathiVice President (Operations) Joined in January 1996 as Vice President (Waluj plant) and is now VicePresident (Operations). He is a Science Graduate from Agra University. Laterhe did Mechanical Engineering 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 is a B.Com graduate. Later he did CA in 1978 and ICWA in1981. Page 28Customer satisfaction Level MBA MARKETING REPORT
  • 29. SAAB MARFIN MBA SAS .Pradeep ShrivastavaVice President (Engineering) Mr.Shrivastava joined Bajaj in April 1986 and is now Vice President(Engineering). He is a Mechanical Engineer and later did post graduatediploma in Production and Finance in 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 Commerceand Law Graduate, Mr. Sridhar did his FCA, FCS, MMS and was Controller ofFinance & Company Secretary, Maharashtra Scooters Ltd., a Bajaj Auto jointventure, 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 Discover Page 29Customer satisfaction Level MBA MARKETING REPORT
  • 30. SAAB MARFIN MBA SAS .Plant LocationsBajaj Auto plants are located at: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 preventionof pollution, continual improvement of our environmental performance andcompliance with all applicable environmental legislation and regulationsTowards this, we shall strive to:Create a proactive environment managementsystem that addresses all environmentally significant aspects related to ourproducts and processes, Minimise the generation of waste and conserve resources Throughbetter technology and practices, and Promote environmental awarenessamongst our employees and motivate them to fulfill our commitments We, atBajaj Auto, pledge ourselves towards creating and preserving a cleanerenvironment Page 30Customer satisfaction Level MBA MARKETING REPORT
  • 31. SAAB MARFIN MBA SAS .Quality Policy We at Bajaj Auto continue to firmly believe in providing the customerValue for money, for years through our products and services. This we shallmaintain and improve In our decision making, quality, safety and service willbe given as much consideration as productivity, cost and delivery. Qualityshall be built into every aspect of our work life and business operations.Quality improvements and customer satisfaction shall be the responsibilityof every employee.TPM Policy We at Bajaj Auto adopt Total Productivity Maintenance as a means ofcreating a safe and participative work environment in which all employeestarget the elimination of losses in order to continuously enhance thecapacity, flexibility, reliability and capability of its processes, leading tohigher employee morale and greater organizational profitability Page 31Customer satisfaction Level MBA MARKETING REPORT
  • 32. SAAB MARFIN MBA SAS .AWARDS Awards Year ByMilestoneBajaj Discover DTS-i – Bike of the 2005 OVERDRIVE Awards 2005Year 2005Bajaj Discover DTS-i - Indigenous 2005 OVERDRIVE Awards 2005Design of the Year 2005BAJAJ AUTO - Bike Maker of the 2004 ICICI Bank OVERDRIVE Awards 2004Year 2004DTS-i Technology - Auto Tech of 2004 ICICI Bank OVERDRIVE Awards 2004the Year 2004Bajaj Pulsar DTS-i Bike of the Year 2004 ICICI Bank OVERDRIVE Awards 20042004Wind 125 Two Wheeler of the Year 2004 CNBC AUTOCAR Awards 20042004Wind 125 Bike of the Year 2004 2004 Business Standard MotoringBajaj Pulsar 180 DTS-i BBC World 2003 BBC World Wheels Award 2003Wheels Viewers Choice TwoWheeler of Year 2003Bajaj Pulsar 180 DTS-i BBC World 2003 BBC World Wheels Award 2003Wheels Award for Best TwoWheeler between Rs 55,000 to Rs70,000Bajaj Pulsar 150 DTS-i BBC World 2003 BBC World Wheels Award 2003Wheels Award for Best TwoWheeler between Rs 45,000 to Rs55,000Bajaj Boxer AT KTEC BBC World 2003 BBC World Wheels Award 2003 Page 32Wheels Award for Level MBA MARKETING REPORTCustomer satisfaction Best TwoWheeler under Rs 30,000
  • 33. SAAB MARFIN MBA SAS .2005December Bajaj Discover launchedJune Bajaj Avenger launchedFebruary Bajaj Wave launched2004September Bajaj discover dtsi launchedAugest New Bajaj chetak 4 stroke with wonder gearlaunchedMay 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 Page 33Customer satisfaction Level MBA MARKETING REPORT
  • 34. SAAB MARFIN MBA SAS . July 25 Legend indias first 4 stroke scooter roles out of akurdi October Spirit launched. 1997 The Kwasaki Bajaj Boxer and the Re diesel Autorickshaw are introduced. 1995 November 29 Bajaj Auto is 50 Agreements signed with cubota japan for the development Of diesel engines for the three wheelers and with Tokyo R&D For un geared scooter and moped development. The Bajaj super excel is introduced while Bajaj celebrates Its 10 millions vehicle 1 millions vehicle were produced And sold in this financial year 1994 The Bajaj Classic is introduced 1991 The kwasake Bajaj 4s champion is introduced. 1990 The Bajaj Sunny is introduced. 1986 The Bajaj M’80 and Kwaski Bajaj KB 100 motorcycle are introduced. 500000 vehicles produced and sold in single financial year. Page 34Customer satisfaction Level MBA MARKETING REPORT
  • 35. SAAB MARFIN MBA SAS . Company Profile BIJJAL BAJAJ MOTORS. Bijjal Bajaj is a Groups who is exclusive dealer for Bajaj Auto for inBagalakot Districts and was established on April 4 2003 with a Capital of Rs25 lakh and capturing the 33% 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 ofshowroom.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 corporateidentity. 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. Page 35Customer satisfaction Level MBA MARKETING REPORT
  • 36. SAAB MARFIN MBA SAS . 2) Buildings: Before constructing a building following point are takeninto 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. 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 businesslike ground nuts, 2 wheelers and essential commodities. As we already known that the showroom is on the city’s well knownroad which join to the main road. Page 36Customer satisfaction Level MBA MARKETING REPORT
  • 37. SAAB MARFIN MBA SAS .Organization: To provider better service Bijjal motors has made 4 sections. They aresection. 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. The forms in the fists part are opened to third day from the dose ofquotation and attractive letter is written to customer. After writing the letterthe forms are shifted to second part. The forms are shifted to third part. Theforms are opened after 11 days at this time show room will send one personto 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. Page 37Customer satisfaction Level MBA MARKETING REPORT
  • 38. SAAB MARFIN MBA SAS . 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: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 ofvehicle. 3) To make adjustments in the stock register when vehicle arereceived from the Company. Page 38Customer satisfaction Level MBA MARKETING REPORT
  • 39. SAAB MARFIN MBA SAS . 4) To maintain proper account about spares part.Marketing Section: Marketing section of the showroom involves the distribution ofvehicles and spares parts purchase from the company. Bijjal motors make the purchase of vehicle from the Bagalkot branchoffice and distribute the vehicle, so here there is no production of any goods.Bijjal motors ultimately make the sales to customers. About Bajaj PlatinaIts elegant Platinum silver color with chrome graphics is desperately catchingthe eyes of many finicky bike lovers. Graphic tint engine and transmissionwith 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 withexclusive streak design side panels and sleek rear panels with fluid grab raildesign.Other mentionable features for making this bike more reliable are chromeheat shield and annular chrome rings housed in a sporty console. Page 39Customer satisfaction Level MBA MARKETING REPORT
  • 40. SAAB MARFIN MBA SAS .Features Exclusive Styling Package. Superior engine performance for practical riding conditions Best in class suspension system for superior comfort. World first SNS (Spring-N-Spring) rear suspension with the longest travel in its class of 100 mm. Unique streak design side panels Page 40Customer satisfaction Level MBA MARKETING REPORT
  • 41. SAAB MARFIN MBA SAS . 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 P Page 41Customer satisfaction Level MBA MARKETING REPORT
  • 42. SAAB MARFIN MBA SAS . Part-3OBJECTIVES: Page 42Customer satisfaction Level MBA MARKETING REPORT
  • 43. SAAB MARFIN MBA SAS . 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 areas follows.Description Of Research: Marketing Research design specify the procedure for conducting aresearch project. The survey is conducted with the objective to know theCustomer satisfaction level of Bajaj PLATINA Bike at Ilkal town .In this, two types of research methods are used.1) Descriptive Research. Descriptive Research is used to collect various information fromcustomer to study the satisfaction level With respect to PLATINA Bike.2) Exploratory Research.: Exploratory Research is concerned with discovering the generalnature 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 sourcesmainly, Page 43Customer satisfaction Level MBA MARKETING REPORT
  • 44. SAAB MARFIN MBA SAS .3) Primary Data.4) Secondary Data.Primary Data: Primary information was collected through questionnaire and personalinteraction.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 surveyresearch. Survey Research is the systematic gathering of information fromrespondents for the purpose of understanding and predicting some aspectof the behavior of the population of interest.Measurement Techniques: Measurement may be defined as the assignment of numbers tocharacteristics of objects, persons, states or events, according to rules.Some of the measurement techniques used are,Questionnaire: Page 44Customer satisfaction Level MBA MARKETING REPORT
  • 45. SAAB MARFIN MBA SAS . It represents the most common form of measurement for elicitinginformation. 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 repliesthat seem appropriate in light of the question. Questionnaire administered included Open-Ended question to findout respondents Expectations towards Bajaj PLATINA Bike.Multiple-choice Question: Multiple-Choice are immediately followed by a list of possible answersfrom which the respondents must choose. Questionnaire included multiple-choice questions to find out thewhich sources customers has satisfied with regard to the bikeDichotomous Question.: Dichotomous Question represent an extreme form of themultiple-choice question, allow only two responses such as “Yes or No” This type of questions were used to find out whether respondentshappy with service provided by show room and benefits get from the bijjalmotors Page 45Customer satisfaction Level MBA MARKETING REPORT
  • 46. SAAB MARFIN MBA SAS .Rating Scales: The use of Rating Scale requires the rater to place an attribute ofthe object being rated at some point along a numerically ordered series ofcategories. Rating Scale focus on.Overall attribute towards an object.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 ordata pertaining to the units of study from the field. The units of study mayinclude the area covered under the Ilkal City. “The process of drawing a sample from large population is calledSampling”.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 ExistingCustomer.Sampling Frame: A Sampling Frame is a means of representing the elements of thepopulation.Sampling Unit: The Sampling Unit is basic unit containing the elements of thepopulation to be sampled.Sampling Extent: Page 46Customer satisfaction Level MBA MARKETING REPORT
  • 47. SAAB MARFIN MBA SAS . It is the scope of study Sampling Extent is Ilkal townSample size: The total Sample Size is 100 from different locations in Ilkal town. Part-4 DATA ANALYSES AND INTERPRETATION Page 47Customer satisfaction Level MBA MARKETING REPORT
  • 48. SAAB MARFIN MBA SAS . DATA ANALYSIS Data collected is useful only after analysis. Data Analysis involvesconverting a series of recorded observations into descriptive statements andinferences about relationships. The types of analysis that can be conducteddepend on the nature of the measurement instrument and the data collectedmethod. If the researcher selects the analytical techniques prior to collectingdata, the researcher should generate fictional responses to the measurementinstrument, these dummy data are then analyzed the results of this analysiswill provide the information required by the problem at hand. The results obtained by analyzing such data may not be accurate dueto present of dummy data, So it is preferable to select analytical techniqueafter collection of data, depending on data collected. Page 48Customer satisfaction Level MBA MARKETING REPORT
  • 49. SAAB MARFIN MBA SAS . 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%Interpretation. Page 49Customer satisfaction Level MBA MARKETING REPORT
  • 50. SAAB MARFIN MBA SAS . From the above graph it is evident that out of 100 samples 28customers are of between 35-40 age limits. By seeing this result weinterpret that Bajaj PLATINA is preferred by middle age groups working asClerks, Bank workers, Small outlets owner Viz Cold drinks, Because ofmileage is the main reason. 2) Following factors influenced you to purchase Bajaj platina Bike? Respondents Percentage Friends’ opinion 31 31% Price 32 32% Advertisement 22 22% Relative opinion 15 15% Total 100 100%Interpretation. Page 50Customer satisfaction Level MBA MARKETING REPORT
  • 51. SAAB MARFIN MBA SAS . From the above Graph it is found that 32% of Customer are purchasedBike by preferring Price. And 31% of customer purchased the bike by theinfluenced of there friends. And remaining 22% customer are influenced byAdvertisement 15% customer motivated to purchase the Bike throughrelatives opinion. The majority of the people bought Bajaj PLATINA revealedthey purchase the Bike influenced by the price.3) Satisfaction Level of the Customers with respect to informationgiven 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%Interpretation. Page 51Customer satisfaction Level MBA MARKETING REPORT
  • 52. SAAB MARFIN MBA SAS . From the above Graph its clear that most of the owner of the BajajPLATINA are satisfied with preliminary Information given by the mechanicswhile purchasing the Bike Ie 63%. 5) Satisfaction level of customer with respect to the following characteristics of the Bajaj PLATINA. a). Price of the Vehicle. Price vehicle Respondents Percentage Very good 72 72% Good 13 13% Bad 13 13% Very bad 2 2% Total 100 100%Interpretation. Page 52Customer satisfaction Level MBA MARKETING REPORT
  • 53. SAAB MARFIN MBA SAS . From the above Graph it is found that out of 100 respondents majorityof the Customer are very much satisfied with the price of Bajaj PLATINA Bikeas compared to other Bikes.72% of the customer said price of the bike is verygood. c) 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%Interpretation. Page 53Customer satisfaction Level MBA MARKETING REPORT
  • 54. SAAB MARFIN MBA SAS . From above Graph it is clear that 45% Respondents are satisfied withthe performance of the vehicle and 38% of the Respondents satisfied and15% of the Respondents are not satisfied with the performance of the vehiclethe reason behind this they are 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%Interpretation. Page 54Customer satisfaction Level MBA MARKETING REPORT
  • 55. SAAB MARFIN MBA SAS . From the above Graph is highlighted that maintenance cost of thevehicle the maximum number of customer are satisfied with maintenancecost ie 60% hence we can say it is Happy new for the company maintenancecost 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%Interpretation. Page 55Customer satisfaction Level MBA MARKETING REPORT
  • 56. SAAB MARFIN MBA SAS . 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%Interpretation. From above Graph it is observed that majority of the customers said that the cost of spares are quite affordable and they are satisfied. Page 56Customer satisfaction Level MBA MARKETING REPORT
  • 57. SAAB MARFIN MBA SAS . 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%Interpretation. From above Graph it has been observed that 64% of the customerhighly satisfied with mileage of the Vehicle. and customer are said that Page 57Customer satisfaction Level MBA MARKETING REPORT
  • 58. SAAB MARFIN MBA SAS .there Vehicle gives 70-80 km mileage per liter of petrol in city limits. If theygo for long ride it gives nearly about 80-85 km 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%Interpretation. Page 58Customer satisfaction Level MBA MARKETING REPORT
  • 59. SAAB MARFIN MBA SAS . From above Graph it has been observed that 64% of the customer isnot satisfied only 13% 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%Interpretation. From the above graph it is clear that majority of the customer go forthe paid up service provided in the show room. As far as the BajajAuthorized dealer scores more in Ilkal city but only 38% of the customer arego for unauthorized service station like garage. Page 59Customer satisfaction Level MBA MARKETING REPORT
  • 60. SAAB MARFIN MBA SAS .6) Level of satisfaction for following factors in Service provided byshow 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%Interpretation Page 60Customer satisfaction Level MBA MARKETING REPORT
  • 61. SAAB MARFIN MBA SAS . From above Graph its Clear that 65% of the Respondents are satisfiedwith delivery time of motor’s the company may provide service of delivery asper 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%Interpretation Page 61Customer satisfaction Level MBA MARKETING REPORT
  • 62. SAAB MARFIN MBA SAS . From the above Graph it has been observed that out 100 customer70% of the customer are satisfied with Availability of spares in showroom.Because of spare parts are Genuine parts and Guarantee, next to these arelong performance and Good quality.C) Attitudes of Service Provider.Attitudes of Service Respondents PercentageProvider.Highly satisfied 65 65%Satisfied 19 19%Dis satisfied 13 13%Highly satisfied 3 3%Total 100 100%Interpretation Page 62Customer satisfaction Level MBA MARKETING REPORT
  • 63. SAAB MARFIN MBA SAS . From the above graph it is evident that most of the respondents arestrongly satisfied with the attitude of the service provider ie 65% of theCustomer are highly satisfied and only 13% of the customer are not satisfiedwith attitudes of service provider. Remaining 3% of the customer is highlydissatisfied 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%Interpretation Page 63Customer satisfaction Level MBA MARKETING REPORT
  • 64. SAAB MARFIN MBA SAS . From the above graph its clear that majority of the customers are notsatisfied with compliant handling procedure of the show room only 35% ofthe 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%Interpretation Page 64Customer satisfaction Level MBA MARKETING REPORT
  • 65. SAAB MARFIN MBA SAS . From the above Graph its clear that the 78% of the customer purchaseof spare parts At show room. Because of branded, Guarantee, long runperformance, Good quality & only 22% of the customer purchase retailoutlets.9) Degree satisfaction about service chargeservice charge Respondents PercentageAffordable 69 69%Costly 31 31% 100 100%Interpretation Page 65Customer satisfaction Level MBA MARKETING REPORT
  • 66. SAAB MARFIN MBA SAS . From above graph its clear that 69% of the customer are feel that theservice charges are affordable as compared to other & only 31% of thecustomer are said service charge costly. 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%Highly satisfied 2 2%Total 100 100% Page 66Customer satisfaction Level MBA MARKETING REPORT
  • 67. SAAB MARFIN MBA SAS .Interpretation Happy news for the show room Bijjal motors from above Graph it hasobserved that the majority of the customer some around 58% of thecustomer are highly satisfied with Bajaj PLATINA, 23% are satisfied with bikeand only 2% of the customer highly dissatisfied. FINDINGS CUSTOMER SATISFACTION FOR BAJAJ PLATINA AT ILKAL Majority of the Customer have purchased the vehicle by there price and friends with 32% and 31% respectively. And friends is second motivated factors which influenced the customer to purchase the bike. 52% of the customers are satisfied with information provided by the mechanics while delivering the bike for the first time. The Bajaj PLATINA customers are satisfied with the price ie 72%. Engine and performance of the vehicle satisfaction is 45%. 52% of the customers are satisfied with the maintenance cost 35% of them are not satisfied, with the maintenance cost level. The customers are highly satisfied with the Aesthetics (color, style) of the Bajaj PLATINA. The cost of said that cost of spares are quite affordable 55% of the customer are satisfied with the cost of spares. In the study I am found that 64% of the customers are not satisfied with the warranty service provided by showroom. The customers are satisfied with delivery time, availability of spares and attitudes of the service providers. But the customers are not fully satisfied with complaint handling procedure at bijjal motors only average customers are satisfied. Page 67Customer satisfaction Level MBA MARKETING REPORT
  • 68. SAAB MARFIN MBA SAS . 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 scoresgood percentage. At But maintain this satisfaction level forever the showroom 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 Page 68Customer satisfaction Level MBA MARKETING REPORT
  • 69. SAAB MARFIN MBA SAS . 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. 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. Page 69Customer satisfaction Level MBA MARKETING REPORT
  • 70. SAAB MARFIN MBA SAS . CONCLUSION By seeing the performance of Bajaj PLATINA vehicle And serviceprovided by the Bijjal motors. I can conclude that it has wide market andbright future for its sales. And also in the current market it is one of theleading vehicles. The distribution and availability of the vehicle in bagalkotDistrict as to be Improve Because of the Competing of the vehicle like HeroHonda, TVS are very high market share. As per show room is concerned is having good prospects in nearfeature it is providing good service and majority of the people are satisfiedwith Bajaj company vehicle. Page 70Customer satisfaction Level MBA MARKETING REPORT
  • 71. SAAB MARFIN MBA SAS . Part-5 ANNEXURE Page 71Customer satisfaction Level MBA MARKETING REPORT
  • 72. SAAB MARFIN MBA SAS . Page 72Customer satisfaction Level MBA MARKETING REPORT
  • 73. SAAB MARFIN MBA SAS . QUESTIONNAIREDear sir / Madam, I am pleased to introduce my self as MBA student of S.V.M.V.V Sangha’s Institute of Management Studies, Ilkal. I am doing my project at BijjalMotors who are authorized dealer for Bajaj . The purpose of the study is toknow “A STUDY ON CONSUMER SATISFACTION LEVEL OF BAJAJ PLATINABIKE AT ILKAL CITY”. I request you to kindly spare your valuable time for completing thisquestionnaire.(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 Page 73Customer satisfaction Level MBA MARKETING REPORT
  • 74. SAAB MARFIN MBA SAS . 6. Did you own any Bike previously? Name it ___________________ ____________________ 7. Rate the following characteristic’s of Bajaj PLATINA Bike. 1to5 (1-Very good, 2-Good, 3-Avg, 4-Bad, 5-Very bad) Characteristics 1 2 3 4 5 Price of the vehicles. Engine (carburetor) & performance of vehicles. Maintenance cost. Color. Cost of spares. Mileage. 8. Are you satisfied with the warranty service provided by the show room? 1) Highly Satisfied 2) Satisfied 3) Average 4) Dis-satisfied 5) Highly Dis-Satisfied Page 74Customer satisfaction Level MBA MARKETING REPORT
  • 75. SAAB MARFIN MBA SAS . 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 outlets Page 75Customer satisfaction Level MBA MARKETING REPORT
  • 76. SAAB MARFIN MBA SAS .13. Please Rank your level of satisfaction for the following Factors inservice. Character sticks Highly Satisfied Dis-satisfied Highly Satisfied Dissatisfied 1. Delivery time. 2. Availability spares. 3. Cost of spares. 4. Attitudes of service provider. 5. Cost of service. 14. Your opinion about service charges? Affordable 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? Page 76Customer satisfaction Level MBA MARKETING REPORT
  • 77. SAAB MARFIN MBA SAS . --------------------------------------------------------------- --------------------- --------------------------------------------------------------- ---------------------- 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 Page 77Customer satisfaction Level MBA MARKETING REPORT
  • 78. SAAB MARFIN MBA SAS . Google search Page 78Customer satisfaction Level MBA MARKETING REPORT