Customer satisfaction level & service analysis bajaj aoutomobile project report mba

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Customer satisfaction level & service analysis bajaj aoutomobile project report mba

Customer satisfaction level & service analysis bajaj aoutomobile project report mba

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  • 1. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE CONTENTS OF TABLE Particulars Page No. 1. Executive Summary 2-4 2. Company Profile 5-20 3. Organization Profile 21-26 4. Product Profile 27-32 5. Literature Review 33-35 6. Research methodology 36-37 7. Research Design 38-40 8. Analysis 41-53 9. Findings 54-56 10. Suggessions 57-58 11. Conclusion 59-60 12. Questionnaire 61-64 13. References 65-66BABASAB PATIL Page 1
  • 2. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE EXECUTIVE SUMMARYBABASAB PATIL Page 2
  • 3. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE EXECUTIVE SUMMARYTopic of the Study: “Customer Satisfaction Level & Service Analysis ofChannamma Bajaj”, Hubli.Objectives of the study:  To understand the customer satisfaction level towards services provided by CHANNAMMA BAJAJ.  To study the problems faced by the customers at CHANNAMMA BAJAJ.  To study the post sales service performance.  To study and understand the areas of improvement by the service provided by CHANNAMMA BAJAJ.Research Methodology:Data Source : Primary Data (From questionnaire and personal interaction). Secondary data –Website, Company Manuals, Company Reports, Magazine .Research approach : Survey method.Research Instrument : Questionnaire.Sample plan : Personal InterviewSample unit : Customers of Channamma Bajaj.Sampling method : Convince probability samplingSample Size : 100 customerArea of survey : The area selected for survey is Hubli cityScope of the study: The satisfaction level of the customer study will help to know theperformnace of Channamma Motors & it also help the management canBABASAB PATIL Page 3
  • 4. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEemphasize on their weaker areas for improvement.Limitation: The study is istricted to 100 samples because of the time constraint &it is limited to Hulbi City.Findings: 1. From the survey of 100 samples, 76% of respondents says that sales person has spend sufficient time with them and explained about bikes & remaining 24% of respondents say that sales persons haven’t spend sufficient time with them. 2. From analysis came to know that 67% of the respondents replied vehicle delivered on promised time and 33% of respondents replied not delivered on promise time. 3. Out of 100 respondents 79% of respondents were taken test drive and 21% were not taken test drive during the time of purchase of bike.Suggetions: • In case of addressing the customers Channamma Bajaj should ensure that the sales persons explain the details of the bike to the customers, because 24% of the respondents are unhappy. • Channamma Bajaj should also ensure that the bikes given for servicing are delivered in time. • To increase the awareness regarding maintainance of bike the dealer should conduct free check up camps.BABASAB PATIL Page 4
  • 5. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE COMPANY PROFILE COMPANY PROFILE (Bajaj Auto)BABASAB PATIL Page 5
  • 6. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE Bajaj Auto Ltd. is the largest exporter of two and three wheelers. With KawasakiHeavy Industries of Japan, Bajaj manufactures state-of-the-art range of two-wheelers.The brand, Pulsar is continually dominating the Indian motorcycle market in the premiumsegment. Its Discover DTSi is also a successful bike on Indian roads. Bajaj is promoted by the highly qualified and experienced promoters having asuccessful track record of more than 40 years of experience in the manufacture of autoparts.Bajaj Brand Identity Our brand is the visual expression of our thoughts and actions. It conveys toeveryone our intention to constantly inspire confidence. Our customers are the primaryaudience for our brand. Indeed, our brand identity is shaped as much by their belief inBajaj as it is by our own vision. Everything we do must always reinforce thedistinctiveness and the power of our brand. We can do this by living our brand essenceand by continuously seeking to enhance our customer’s experience. In doing so, weensure a special place for ourselves in the heats and minds of our customers.Bajaj Brand EssenceBABASAB PATIL Page 6
  • 7. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE Our brand Essence is the soul of our brand. Our brand essence encapsulates ourmission at Bajaj.It is the singular representation of our terms of endearment with our customers. itprovides the basis on which we grow profitably in the market. Our brand essence isexcitement. Bajaj strives to inspire confidence through excitement engineering. Blendingtogether youthful creativity and competitive technology to exceed the spoken and theimplicit expectation of our customers. By challenging the given. By exploring theunknown and thereby stretching ourselves towards tomorrow, today.Bajaj Brand Values We live our brand by its values of learning, innovation. Perfection, speed andtransparency. Bajaj will constantly inspire confidence through excitement engineering.Learning: Learning is how we ensure proactively. It is a value that embraces knowledgeas the platform for building well informed, reasoned and decisive actions.Innovation: Innovation is how we create the future. It is a value that provokes us toreach beyond the obvious in pursuit of that which exceeds the ordinary.Perfection: Perfection is how we set new standards. It is a value that exhibits ourdetermination to excel by endeavoring to establish new benchmarks all the time.Speed: Speed is how we convey clear conviction. It is a value that keeps us sharplyresponsive. Mirroring our commitment towards our goals and processes.Transparency: Transparency is how we characterize ourselves. It is a value that makesus worthy of credibility through integrity, of trust through sensitivity and of loyaltythrough interdependence.Industry Profile:BABASAB PATIL Page 7
  • 8. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEFounder Jamnalal BajajYear of Establishment 1926Industry Automotive - Two & Three WheelersBusiness Group The Bajaj GroupListings & its codes BSE - Code: 500490; NSE - Code: BAJAJAUTOPresence Distribution network covers 50 countries. Dominant presence in Sri Lanka, Bangladesh, Columbia, Guatemala, Peru, Egypt, Iran and Indonesia.Joint Venture Kawasaki Heavy Industries of JapanRegistered & Head Office Akurdi Pune - 411035 India Tel.: +(91)-(20)-27472851 Fax: +(91)-(20)-27473398Works Akurdi, Pune 411035, Bajaj Nagar, Waluj Aurangabad 431136 Chakan Industrial Area, Chakan, Pune 411501E-mail rahulBajaj@Bajajauto.co.inWebsite www.Bajajauto.comManagement profile:Rahul Bajaj ChairmanMadhur Bajaj Vice ChairmanRajiv Bajaj Managing DirectorSanjiv Bajaj Executive DirectorRanjit Gupta Vice President (Insurance)C P Tripathi Vice President (Operations)N H Hingorani Vice President (Materials)Kevin P Dsa Vice President (Finance)Pradeep Shrivastava Vice President (Engineering)S Sridhar Vice President (Mktg & Sales - 2Wh.)V S Raghavan Vice President (Corporate Finance)BABASAB PATIL Page 8
  • 9. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILES Ravikumar Vice President (Business Development)K Srinivas Vice President (Human Resources)Abraham Joseph General Manager (Research & Development)J. Sridhar Company Secretary Board of DirectorsBABASAB PATIL Page 9
  • 10. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEBoard of DirectorsRahul BajajChairmanMadhur BajajVice Chairman & Whole-Time DirectorRajiv BajajManaging DirectorSanjiv BajajExecutive DirectorD.S. MehtaWhole-Time DirectorKantikumar R. PodarDirectorShekhar BajajDirectorD.J. Balaji RaoDirectorJ.N. GodrejDirectorS.H. KhanDirectorMrs. Suman KirloskarDirectorNaresh ChandraDirectorNanoo PamnaniDirectorManish KejriwalDirectorP MurariDirectorNiraj BajajDirectorBABASAB PATIL Page 10
  • 11. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILECommittees of the BoardAudit CommitteeS.H. Khan ChairmanD.J. Balaji RaoJ.N. GodrejNaresh ChandraNanoo PamnaniShareholders’ & Investors’ Grievance committeeD.J. Balaji Rao ChairmanJ.N. GodrejNaresh ChandraS. H. KhanRemuneration committeeD.J. Balaji Rao ChairmanS.H. KhanNaresh ChandraRegistered under the Indian Companies Act, VII of 1913REGISTERED OFFICE Akurdi, Pune 411 035WORKS Akurdi, Pune 411 035 Bajaj Nagar, Waluj Aurangabad 431 136 Chakan Industrial Area, Chakan, Pune 411 501BABASAB PATIL Page 11
  • 12. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE Plot No. 2, Sectoe 10, Pant Nagar, Rudrapur Group of companies:Bajaj 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 Bombay Forgings Ltd.Ltd.Bajaj Allianz Life Insurance CompanyLtd. -BABASAB PATIL Page 12
  • 13. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE MilestonesBABASAB PATIL Page 13
  • 14. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEKawasakiBajaj KB100motorcyclesareintroduced.500,000vehiclesproducedand sold ina singlefinancialyear.1985November 5The Walujplantinauguratedby theerstwhilePresident ofIndia, ShriGiani ZailSingh.Productioncommencesat Waluj,Aurangabadin a recordtime of 16months.1984January 19Foundationstone laidfor the newPlant atWaluj,Aurangabad.1981The BajajBABASAB PATIL Page 14
  • 15. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEAwardsBABASAB PATIL Page 15
  • 16. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE Product Award Year By Bajaj Pulsar DTS-Fi - Bike of the Year 2007 CNBC-TV18 Autocar Auto Awards Bajaj Platina 100cc - Bike of the Year 2007 NDTV Profit Bike India Mr. Rajiv Bajaj - Man of the year 2005 2005 Autocar Professional Mr. Rajiv Bajaj - Automotive Man of the year 2005 2005 Bike India & NDTV India Bajaj CT 100 - Motorcycle Total Customer Satisfaction Study 2005 2005 TNS Automotive Bajaj Discover DTS-i - Bike of the Year 2005 2005 OVERDRIVE Awards 2005 Bajaj Discover DTS-i - Indigenous Design of the Year 2005 2005 OVERDRIVE Awards 2005 BAJAJ AUTO - Bike Maker of the Year 2004 2004 ICICI Bank OVERDRIVE Awards 2004 DTS-i Technology - Auto Tech of the Year 2004 2004 ICICI Bank OVERDRIVE Awards 2004 Bajaj Pulsar DTS-i Bike of the Year 2004 2004 ICICI Bank OVERDRIVE Awards 2004 Wind 125 Two Wheeler of the Year 2004 2004 CNBC AUTOCAR Awards 2004 Wind 125 Bike of the Year 2004BABASAB PATIL Page 16
  • 17. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILERahul BajajChairman Rahul Bajaj is an Honours Graduate in Economics and Law and a Business Graduate from the Harvard Business School. He was appointed Chief Executive Officer of Bajaj Auto in 1968 and took over later as Headof the Bajaj Group of companies.Madhur Bajaj (Vice Chairman):After graduating in Commerce, Mr Bajaj did his MBAfrom Lausanne, Switzerland. Joined as DGM in March 1983, took over as GeneralManager Aurangabad Division in June 1986, as its Chief Executive in October 1988, hebecame President of Bajaj Auto in September 1994, Executive Director in May 2000 andas Vice Chairman in July 2001.Rajiv Bajaj (Managing Director): Rajiv Bajaj, who took charge as Managing Directoron 1st April 2005, is a Mechanical Engineer from Pune University. He later did hisMasters in Manufacturing Systems Engineering from the University of Warwick. Joinedas Officer on Special Duty in 1990, took over as General Manager (Products) in February1993, as Vice President (Products) in June 1995, President in May 2000, President &Whole Time Director in March 2002, Joint Managing Director in March 2003Sanjiv Bajaj(Executive 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 Vice President(Finance) in April 2001. He is a Mechanical Engineer from Pune University, withBABASAB PATIL Page 17
  • 18. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEMasters in Manufacturing Systems from University of Warwick and MBA from HarvardBusiness School.N H Hingorani(Vice President (Materials)):Joined in 1997 as General Manager (Materials), took over asVice President (Materials) in 1998. He is a Mechanical Engineer from Malaviya RegionalEngineering College, JaipurRanjit Gupta(Vice President (Insurance)) Joined as General Manager (Co-ordination) in 1988, androse to become Vice President (Materials) in 1995, Vice President (HRD) in 2000 andVice President (Insurance). He did his Mechanical & Electrical Engineering from IndianRailway Institute of Mechanical & Electrical Engineers. Honoured with fellowship ofInstitute of Electrical Engineering (London) and membership of Institute of MechanicalENGG London.C P Tripathi(Vice President (Operations))Joined in January 1996 as Vice President (Waluj plant) andis now Vice President (Operations). He is a Science Graduate from Agra University.Later he did Mechanical Engineering from Indian Institute of Technology, Kharagpur.Kevin P D SaBABASAB PATIL Page 18
  • 19. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE(Vice President (Finance)):Mr. Kevin joined Bajaj in September 1978 and is now VicePresident (Finance). He is a B.Com graduate. Later he did CA in 1978 and ICWA in1981.Pradeep Shrivastava(Vice President (Engineering)):Mr.Shrivastava joined Bajaj in April 1986 and is nowVice President (Engineering). He is a Mechanical Engineer and later did post graduatediploma in Production and Finance in 1986.S Sridhar(Vice President (Marketing & Sales- 2Wheeler)):Mr.Sridhar joined Bajaj in March 2001and is now Vice President (Marketing & Sales -2 Wheeler). He is a Engineering Graduatein AgricultureBABASAB PATIL Page 19
  • 20. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE ORGANISATION PROFILE ORGANISATION PROFILECHANNAMMA BAJAJVidyanagar, P.B. RoadHUBLI-581106 This company established in 27 th August 2005 as authorized dealer of Bajaj inHubli. Now Channamma Bajaj is having 23 sub dealers.BABASAB PATIL Page 20
  • 21. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE Having record of selling 5000 Bajaj vehicles in very short period of time. Thisshows important role of dealer in selling bikes. The different bikes available underChannamma Motors are:  CT100  PULSAR 150 DTS-I  PULSAR 180 cc  DISCOVER DTS-I  DISCOVER 135  PLATINAMANAGEMENT PROFILE:Managing Director: Shri. Ajjayya.G. GaddadevarmathManager SSO : Shekar.B.HOFFICE STAFF:Account manager : KiranService adviser : Santosh & ChannapaCashier : MumtaReceptionist : Manjula. R.G.OTHER STAFF:Works Manager : AnandSpare part Managers: Muttu & PraveenSUB DEALER:Channamma Motors DharwadChannamma Motors HaveriBABASAB PATIL Page 21
  • 22. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEJaycee Autos GadagTatti Autos LaxmeshwarVeman Motors RanebennurSwagat Motors MundargiSri Laxmi Autos ShiggaonLaxmi Autos GajendragadRenuka Motors NargundBasaveshwar Motors RonBetageri Autos BetageriSavanur Sales & Service TilavalliVigneshwar Enterprises HirekerurRavi motors HangalBenni Autos SavanurJayalaxmi Autos BankapurS.K. Khandekar Motors KalghatgiHarsha Bajaj NaregalLaxmi Motors NavalgundRani Motors Old HubliJavali Motors Keshwapur, HubliSri Sai Sales& Service KundgolDepartments:Sales department:BABASAB PATIL Page 22
  • 23. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE This department of the sales manager under whom are sales executives. The saleexecutives are the people who help the customers to provide the necessary informationregarding their product. They are the key people who convince the customers to buy theirproduct. This department is responsible for the sales of their product.Spares Department: Spares department consist of a manager who looks after all the transaction carriedout in the spare department. This department holds the spares of the Bajaj bikes. Underthe manager they are employees who are responsible for the carrying out the sales of thespares and maintaining the records of the transactions.Accounts department: This department also consists of manager under whom there are other accountantsworking. This department is responsible for maintaining the financial transactions carriedout within the organization. Maintaining the financial transactions, during the day are tobe recorded by the accounts department.Pre-delivery inspection: This department consists of a PDI in charge under whom there are technicianworking. The department is the responsible for checking the bike and making it readybefore the delivery is made.Work station: This department is responsible for the maintenance and servicing of the bikes. Inthis department there is a service manager, under whom are supervisors or serviceBABASAB PATIL Page 23
  • 24. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEadvisors. Under the supervisor are the technician who service the bikes that have comefor servicing. There are the departments within the organization who have to report to the ex-director of the organization.BABASAB PATIL Page 24
  • 25. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE ORGANIZATION CHART Managing Director Manager SSO Spares Manager Sales Manager Service Manager AssistantsSales Executives Supervisor WorkersBABASAB PATIL Page 25
  • 26. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE PRODUCT PROFILEBABASAB PATIL Page 26
  • 27. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE PRODUCT PROFILEBajaj Automobiles is one of the largest two-wheeler manufacturers in the world. BajajAuto is present in every segment of the market be it scooters, motorcycles and threewheelers. It has supplemented its collaboration with Kawasaki with its own range ofmotorcycles and scooters.MOTORCYCLES FROM BAJAJ AUTO: Bajaj motorcycle range extends from the value for money CT100 DLX to thePulsar DTS-I in the performance segment. The latest launch in the 135 cc segment in theDiscover and 180cc segment in the Pulsar.Further the motorcycles can be characterized in segment. 1) Standard segment Bike: Bajaj CT100:Bajaj CT100 Dlx provides features never before offered on an entry-level motorcycle.such as better power, better pick-up, better mileage, better comfort and better safety.BABASAB PATIL Page 27
  • 28. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEBajaj CT100 Dlx also has the world first SNS (Spring-in spring ) suspension ,whichprotects the backbone of the rider. Bajaj CT100 Dlx is available in following colours.Such as Jet Black, Candy wine red, olive green and blue.Features:Superior Comfort:You can experience the comfort of a 125-m front suspension and the world first 100mmSNS (Spring-in-Spring) Suspension, with a certified triple- rated spring. It cushions yourback, even on the most unforgiving roads.While the 1235-mm wheelbases stability, and the wider rear tyre provides better roadgrip.Superior Style:Smart styling attractive decals, never before colours, aerodynamic fairing and muchmore.Superior Mileage:Exhaust TEC is a device incorporated in exhaust system of ‘CT100 Dlx’ engine. TECstands for ‘Torque Expansion Chamber’. This world-first technology developed by BajajAuto improves the ‘Scavenging’ process. It gives 108 kmpl on road. Not just that, theunique Ride Control Switch acts as a virtual instructor, indicating optimum throttleopening.Superior Safety: • Safe driving on all roads and instant stopping. • Low seat with high ground clearance. • Clear visibility during night/ rainy days.BABASAB PATIL Page 28
  • 29. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE 2) Executive Segment Bike: Bajaj Discover DTS-i: The recently upgraded discover 135 with its option electric starter and alloywheels is perfectly suited for those looking for better performance without sacrificing onfuel economy or pricingFeatures: Superior Style:  Athletic, lean and muscular styling.  Gorgeous graphics  Integrated new style tail lamp and fluid grab rail design 135cc DTS-I Engine:BABASAB PATIL Page 29
  • 30. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE Discover is the world first DTS-I engine which gives best in class power of 8.47kw and delightful lileage. The digital powerhouse incorporates Trics III, Constant Vacum(CV) Carburetor, digital CDI unit and digital twin spark which substantially improvespower, mileage and reduce emissions. Exhaust TEC: World first exhaust TEC ( Torque Expansion Chamber) technology for theexhaust system improves engine torque at low rpms and its optimized to get maximumperformance from the engine Electric start: The new Bajaj discover will give you the kicks, without you having to deliver anyjust thumb the electric start switch, and ready to roll as the Bajaj Discover 135cc DTS-Iengine purrs to life instantaneously.Superior premium alloy wheels: High performance 17’’ premium alloy wheels which are lighter and stronger. Thisprovides smashing profile looks and nimble handling for superior agilityBABASAB PATIL Page 30
  • 31. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE 3) Premium Segment Bike: Bajaj Pulsar DTS-i: The Bajaj Pulsar DTS-I with its 150 and 180 variants have redefined the performance segment in the motorcycle market and have recently undergone upgrades. Along with additional power, improvements include a longer wheel base, gas filled rear shock absorbers and six spoke alloy wheelFeatures: DTS-I engine:The revolutionary Bajaj DTS-i engine technology is the heart of digital biking. Itincorporates digital Twin Spark Ignition (DTS-i) system, digital CDI and TRICS III. Thecombined action of these technological breeakthrough send other bikes to where inbelongs the stone age. Digital biking will redefine biking in India for a long time to come.BABASAB PATIL Page 31
  • 32. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE Enhanced comfort:Experience the power of Nitro- nitrogen assisted rear gas shockers with triple rated springand front telescopic suspension which ensure air cushion feel even on extreme terrain. LITERATURE REVIEWBABASAB PATIL Page 32
  • 33. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE LITERATURE REVIEWCustomer SatisfactionCustomer satisfaction is the key to success, getting our customers to tell you what’s goodabout your product or services and where you need improvement. It helps you to ensurethat your businesses measure up to their expectations. The attached file contains acustomer satisfaction survey from designed to make it easy for customer to fill out and tofill and to make it easy for you to quickly customize to exactly match your company’sactivities. It also includes suggestion for distributing the form, ensuring that customerwill return the form and following up on commentsCustomer’s satisfaction definedThe reason for a business firm to come into being is the existence of customer who hasunfilled needs and wants. Customer satisfaction ha been conceptualized in several ways.It consists of expectations, performance interaction, pleasured or displeasure and theevaluation of the benefits of consumption.Customer satisfaction is result of confirmation of expectation. Bajaj has been focusing onthe improvement and Excellency in the processes, which it uses to satisfy there toaccomplish, this it has focused on improving customer-orientation and value chainintegration. Thus meeting the expectation of the customer.BABASAB PATIL Page 33
  • 34. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEComponents of customer satisfaction/ dissatisfactionPurchase Process:It refers to the actions of the customers in buying the product. Couldhe find product easily?Did he have to travel for to buy? Whether proper quantities were available? Wassufficient information available?Obviously, for a manufacture that exercises strong control over his distribution channel,any measurement of consumer’s satisfaction should include this component.Bajaj has always been focusing on network expansion.DecisionIt refers to the extent to which the customer thinks about correctness of his decision withregard to satisfaction. Apart from the product of the process, the customer might haveregret about one component which would affect other components. consumers to action,they must gain their attention.BABASAB PATIL Page 34
  • 35. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE RESEARCH METHODOLOGYBABASAB PATIL Page 35
  • 36. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEOBJECTIVES OF THE STUDY:  To understand the customer satisfaction level towards services provided by CHANNAMMA BAJAJ.  To study the problems faced by the customers at CHANNAMMA BAJAJ.  To study the post sales service performance.  To study and understand the areas of improvement by the service provided by CHANNAMMA BAJAJ.PURPOSE OF THE STUDY:  To understand the satisfaction level of the customer regarding the service provided by CHANNAMMA BAJAJ, to understand what are the customer requirement and improvement required by them in service.SCOPE OF THE STUDY: The satisfaction level of the customer study will help to know theperformnace of Channamma Motors & it also help the management canemphasize on their weaker areas for improvement.BABASAB PATIL Page 36
  • 37. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILELIMITATION: The study is istricted to 100 samples because of the time constraint &it is limited to Hulbi City. RESEARCH DESIGNBABASAB PATIL Page 37
  • 38. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE RESEARCH DESIGN Research methodology is the systematic approach to the given problem. In otherwords, it is the way in which we go for collection of data. There fore the better way ofcollecting data is very important than the data collected because ultimately the datacollected is depended upon how we approach towards the data. The data has beencollected in the following ways: PRIMARY DATA:Primary data is the actual and very important data collected by researchers. It involvesthe formal way of collecting data wherein there is a formal meeting with differentmanagerial personnel, operations staff and personal observations.The following were the sources of primary data The questionnaire prepared after discussion with the guide ,is the tool for primary Data collection Experts views Direct or personal conversation with Mr. Shekar.B.H who is the SSO in the firm.BABASAB PATIL Page 38
  • 39. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE SECONDARY DATA:It is the data which is already collected by someone else and which is used for our studypurpose. It is the data, which gives relevant information in different fields wherever wewant. The following were the sources of secondary data  Websites.  Company Manuals, Magazine.  Company Reports. RESEARCH METHODOLOGYData Source : Primary Data (From questionnaire and personal interaction) Secondary data –Website, Company Manuals, Company Reports, Magazine .Research approach : Survey method.Research Instrument : Questionnaire.Sample plan : Personal InterviewSample unit : Customers of Channamma Bajaj.Sampling method : Convince probability samplingSample Size : 100 customerArea of survey : The area selected for survey is Hubli cityBABASAB PATIL Page 39
  • 40. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE ANALYSISBABASAB PATIL Page 40
  • 41. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE1)Did the salesperson spend sufficient time with you and explain everything about the vehicle? Did the salesperson spend sufficient time with you and explain everything about Cumulative Frequency Percent Valid Percent Percent Valid yes 76 76.0 76.0 76.0 no 24 24.0 24.0 100.0 Total 100 100.0 100.0 Did the salesperson spend sufficient time with you and explain everythin no 24.00 / 24.0% yes 76.00 / 76.0%Interpretation:From the above graph 76% of respondents says that sales person has spend sufficienttime with them and explained about bikes & remaining 24% of respondents says thatsales persons haven’t spend sufficient time with them.BABASAB PATIL Page 41
  • 42. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE2) Was the vehicle delivered on promised time? Was the vehicle delivered on promised time? Cumulative Frequency Percent Valid Percent Percent Valid yes 67 67.0 67.0 67.0 no 33 33.0 33.0 100.0 Total 100 100.0 100.0 Was the vehicle delivered on promised time? no 33.0% yes 67.0%BABASAB PATIL Page 42
  • 43. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILEInterpretation:From the above graph we came to know that 67% of the respondents replied vehicledelivered on promised time and 33% of respondents replied not delivered on promisetime.3) Were you offered a test drive during your visit to our showroom? ] Were you offered a test drive during your visit to our showroom? Cumulative Frequency Percent Valid Percent Percent Valid yes 79 79.0 79.0 79.0 no 21 21.0 21.0 100.0 Total 100 100.0 100.0BABASAB PATIL Page 43
  • 44. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE] Were you offered a test drive during your visit to our showroom? no yes Interpretation: It is clearly seen that out of 100 respondents 79% of respondents were taken test drive and 21% were not taken test drive during the time of purchase of bike. 4) How do you feel about BAJAJ two wheeler vehicles? BABASAB PATIL Page 44
  • 45. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE How do you feel about BAJAJ two wheeler vehicles Cumulative Frequency Percent Valid Percent Percent Valid Excellent 11 11.0 11.0 11.0 good 27 27.0 27.0 38.0 Moderate 24 24.0 24.0 62.0 Satisfactory 19 19.0 19.0 81.0 unsatisfactory 19 19.0 19.0 100.0 Total 100 100.0 100.0 How do you feel about BAJAJ two wheeler vehicles Excellent unsatisfactory good Satisfactory ModerateInterpretation:It is clearly seen that out of 100 respondents, 11% of respondent were felt excellent, 27%were good, 24% were moderate, 19% were satisfactory, 19% were un satisfactory.BABASAB PATIL Page 45
  • 46. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE 5) State the level of satisfaction for the service provided by CHANNAMMA BAJAJ? State the level of satisfaction for the service provided by CHANNAMMA BAJAJ? Cumulative Frequency Percent Valid Percent Percent Valid Completely satisfied 36 36.0 36.0 36.0 satisfied 42 42.0 42.0 78.0 Dissatisfied 9 9.0 9.0 87.0 Not at all satisfied 13 13.0 13.0 100.0 Total 100 100.0 100.0State the level of satisfaction for the service provided by CHANNAMMA BA Not at all satisfied Dissatisfied Completely satisfied satisfied Interpretation: BABASAB PATIL Page 46
  • 47. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILESatisfaction level for service provided by channamma bajaj is Out of 100 respondents36% were completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not atall satisfied.6) What are the reasons to purchase BAJAJ vehicles? What are the reasons to purchase BAJAJ vehicles? Cumulative Frequency Percent Valid Percent Percent Valid mileage 47 47.0 47.0 47.0 low maintenance 5 5.0 5.0 52.0 Price 13 13.0 13.0 65.0 Wide range of products 2 2.0 2.0 67.0 Brand name 33 33.0 33.0 100.0 Total 100 100.0 100.0BABASAB PATIL Page 47
  • 48. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE What are the reasons to purchase BAJAJ vehicles? Brand name mileage Wide range of produc Price low maintenanceInterpretation:From the above graph we came to know that 47% of the customers purchase Bajajvehicle for mileage, 5% were for low maintenance, 13% were for price,2% were for widerange products,33% were for its brand name.7) When did you owned BAJAJ vehicleBABASAB PATIL Page 48
  • 49. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE When did you owned BAJAJ vehicle Cumulative Frequency Percent Valid Percent Percent Valid 6 month 9 9.0 9.0 9.0 1-2 years 20 20.0 20.0 29.0 3 years 47 47.0 47.0 76.0 3-5 years 24 24.0 24.0 100.0 Total 100 100.0 100.0 When did you owned BAJAJ vehicle 6 month 3-5 years 1-2 years 3 yearsInterpretation:With the help of above graph we came to know that 9% of the customers are six monthsold, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old.8) What are improvements in service that you demand from CHANNAMMA BAJAJ?BABASAB PATIL Page 49
  • 50. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE What are improvements in service that you demand from CHANNAMMA BAJAJ? Cumulative Frequency Percent Valid Percent Percent Valid Service in time 45 45.0 45.0 45.0 reliable service 3 3.0 3.0 48.0 well trained mechanics 19 19.0 19.0 67.0 less labor charge 33 33.0 33.0 100.0 Total 100 100.0 100.0What are improvements in service that you demand from CHANNAMMA BAJAJ? less labor charge Service in time w ell trained mechani reliable service Interpretation: It is clearly seen from the above graph that 45% of the customers demanded service in time,3% demanded reliable service,19% demanded well trained mechanics, 33% demanded less labor charge. BABASAB PATIL Page 50
  • 51. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE9) What are the different problems that you face at the time of service of your vehicle? What are the different problems that you face at the time of service of your Cumulative Frequency Percent Valid Percent Percent Valid High price spare parts 44 44.0 44.0 44.0 Not easily available 43 43.0 43.0 87.0 Delay in service 13 13.0 13.0 100.0 Total 100 100.0 100.0 What are the different problems that you face at the time of service of Delay in service High price spare pa Non avalbility of SPInterpretation: The above graph shows that the problems faced by the customers during the time ofservice is 44% were faced problem for high price spare parts, 43% for not easily availableof spare part, and lastly 13% were faced problem for delay in service.10) How do you rate the service performance of CHANNAMMA BAJAJ?BABASAB PATIL Page 51
  • 52. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE How do you rate the service performance of CHANNAMMA BAJAJ? Cumulative Frequency Percent Valid Percent Percent Valid Very Good 36 36.0 36.0 36.0 good 42 42.0 42.0 78.0 average 9 9.0 9.0 87.0 bad 13 13.0 13.0 100.0 Total 100 100.0 100.0How do you rate the service performance of CHANNAMMA BAJAJ? bad average Very Good goodInterpretation:For the service performance of CHANNAMMA BAJAJ , Out of 100 respondents 36%were rated very good,42% were rated as good, 9% were rated as average, and 13% wererated as bad.BABASAB PATIL Page 52
  • 53. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE FINDINGSBABASAB PATIL Page 53
  • 54. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE FINDINGS 1 From the survey of 100 samples, 76% of respondents says that sales person has spend sufficient time with them and explained about bikes & remaining 24% of respondents says that sales persons haven’t spend sufficient time with them. 2 From analysis came to know that 67% of the respondents replied vehicle delivered on promised time and 33% of respondents replied not delivered on promise time. 3 Out of 100 respondents 79% of respondents were taken test drive and 21% were not taken test drive during the time of purchase of bike. 4 From the above chapter it is clearly seen that out of 100 respondents, 11% of respondent were felt excellent, 27% were good, 24% were moderate, 19% were satisfactory, 19% were un satisfactory. 5 Satisfaction level for service provided by channamma bajaj is Out of 100 respondents 36% were completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not at all satisfied. 6 From the above chapter we came to know that 47% of the customers purchase Bajaj vehicle for mileage, 5% were for low maintenance, 13% were for price,2% were for wide range products,33% were for its brand name.BABASAB PATIL Page 54
  • 55. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE 7 With the help of above analysis we came to know that 9% of the customers are six months old, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old. 8 Out of 100 sample 45% of the customers demanded service in time,3% demanded reliable service,19% demanded well trained mechanics, 33% demanded less labor charge. 9 The above analysis part shows that the problems faced by the customers during the time of service is 44% were faced problem for high price spare parts, 43% for not easily available of spare part, and lastly 13% were faced problem for delay in service. 10 For the service performance of CHANNAMMA BAJAJ , Out of 100 respondents 36% were rated very good,42% were rated as good, 9% were rated as average, and 13% were rated as bad.BABASAB PATIL Page 55
  • 56. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE SUGGETIONSBABASAB PATIL Page 56
  • 57. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE SUGGETIONS • In case of addressing the customers Channamma Bajaj should ensure that the sales persons explain the details of the bike to the customers, because 24% of the respondents are unhappy. • Channamma Bajaj should also ensure that the bikes given for servicing are delivered in time. • To increase the awareness regarding maintainance of bike the dealer should conduct free check up camps..BABASAB PATIL Page 57
  • 58. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE CONCLUSIONBABASAB PATIL Page 58
  • 59. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE CONCLUSIONFrom the survey it is found that major portion of customers are satisfied with the serviceprovided by Channamma Bajaj. To maintain & sustain in market it may also solve theproblem occurred in the bike which can make it more reliable. Overall the serviceprovided by Channamma Motors is satisfactory with scope for further improvements.BABASAB PATIL Page 59
  • 60. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE QUESTIONNAIREBABASAB PATIL Page 60
  • 61. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE QUESTIONNAIRE1] Name and Address:2] BAJAJ two wheeler model3] Did the salesperson spend sufficient time with you and explain everything about the vehicle ? Yes No4] Was the vehicle delivered on promised time? Yes No5] Were you offered a test drive during your visit to our showroom? Yes No6] How do you feel about BAJAJ two wheeler vehicles? a] Excellent b] good c] Moderate d] Satisfactory e] unsatisfactory7] State the level of satisfaction for the service provided by CHANNAMMABAJAJ? a] Completely satisfied b]satisfied c] Dissatisfied d] Not at all satisfied e] Neither satisfied nor dissatisfied8] What are the reasons to purchase BAJAJ vehicles?BABASAB PATIL Page 61
  • 62. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE a] mileage b] low maintenance c] Price d] Wide range of products e] Brand name9] When did you owned BAJAJ vehicle a) 6 month b) 1-2 years c) 3 years d] 3-5 years10] What are improvements in service that you demand from CHANNAMMABAJAJ? a] Service in time b] reliable service c] well trained mechanics c] less labor charge11] What are the different problems that you face at the time of service of your vehicle? a] High price spare parts b] Non availability of spare parts c] Delay in service d] Low quality of spare parts12] How do you rate the service performance of CHANNAMMA BAJAJ? A] Very Good b] Good c] Average D] Bad e] Very bad13] Do you have any complaint, problem regarding availability of spares parts & Other services?BABASAB PATIL Page 62
  • 63. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE14] Do you suggest any improvement in CHANNAMMA BAJAJ?BABASAB PATIL Page 63
  • 64. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE REFERENCES REFERENCESBABASAB PATIL Page 64
  • 65. Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE • Market Research by- Tull and Hawkins • Marketing Management by- Philip KotlerBABASAB PATIL Page 65