percepction about Bajaj Pulsar


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percepction about Bajaj Pulsar

  1. 1. IntroductionBAJAJ AUTO: Bajaj Auto is a major Indian vehicle manufacturer started by JamnalalBajaj from Rajasthan in the 1930s. It is based in Pune, Maharashtra, with plantsin Chakan (Pune), Waluj (near Aurangabad) and Pantnagar in Uttaranchal. Theoldest plant at Akurdi (Pune) now houses the R&D centre Ahead. Bajaj Automakes and exports automobiles, scooters, motorcycles and the auto rickshaw. The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1,946.It features at 1639 in forbes 2011 list. Over the last decade, the company has successfully changed its imagefrom a scooter manufacturer to a two wheeler manufacturer. Its product rangeencompasses scooterettes, scooters and motorcycles. Its real growth in numbershas come in the last four years after successful introduction of a few models inthe motorcycle segment. The company is headed by Rahul Bajaj who is worthmore than US$1.5 billion. Bajaj Auto came into existence on 29 November 1945 as M/s BachrajTrading Corporation Private Limited. It started off by selling imported two- andthree-wheelers in India. In 1959, it obtained license from the Government ofIndia to manufacture two- and three-wheelers and it went public in 1960. In1970, it rolled out its 100,000th vehicle. In 1977, it managed to produce and sell100,000 vehicles in a single financial year. In 1985, it started producing atWaluj near Aurangabad. In 1986, it managed to produce and sell 500,000vehicles in a single financial year. In 1995, it rolled out its ten millionth vehicleand produced and sold one million vehicles in a year. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 1
  2. 2. BAJAJ PULSAR: Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India. The twowheeler was developed by the product engineering division of Bajaj Auto inassociation with motorcycle designer Glynn Kerr Tokyo R&D. Currently thereare four variants available -with engine capacities of 135 cc, 150 cc, 180 cc and220 cc. Previously it was also offered with a 200 cc DTS-i oil cooled engine,which now has been discontinued. More than a million units of Pulsar were soldby November 2005. With monthly sales of more than 48,000 units in June 2009,Pulsar is the leader in the 150 cc segment in India with a market share of 43%. Before the introduction of the Pulsar, the Indian motorcycle market trendwas towards fuel efficient, small capacity motorcycles (that formed the 80-125cc class). Bigger motorcycles with higher capacity virtually did not exist (exceptfor Enfield Bullet). The launch and success of Hero Honda CBZ in 1999showed that there was demand for performance bikes. Bajaj took the cue fromthere on and launched the Pulsar twins in India on November 24, 2001. Sincethe introduction and success of Bajaj Pulsar, Indian youth began expecting highpower and other features from affordable motorcycles. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 2
  3. 3. Customer SatisfactionCustomer satisfaction, a business term, is a measure of how products andservices supplied by a company meet or surpass customer expectation. It is seenas a key performance indicator within business and is part of the fourperspectives of a Balanced Scorecard.In a competitive marketplace where businesses compete for customers,customer satisfaction is seen as a key differentiator and increasingly has becomea key element of business strategy.There is a substantial body of empirical literature that establishes the benefits ofcustomer satisfaction for firms."Customer satisfaction after sales & service" is the important statement of theproblem in this project. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 3
  4. 4. Measuring customer satisfactionCustomer satisfaction refers to the extent to which customers are happy with theproducts and services provided by a business. Customer satisfaction levels canbe measured using survey techniques and questionnaires. Gaining high levels ofcustomer satisfaction is very important to a business because satisfied customersare most likely to be loyal and to make repeat orders and to use a wide range ofservices offered by a business.Studies carried out by companies like Argos and Cadburys have found veryhigh levels of customer satisfaction. It is not surprising because thesecompanies emphasize market research and marketing as the tools to find outwhat customers want. Knowing what your customer wants then makes it possibleto tailor everything you do to pleasing the customers.There are many factors which lead to high levels of customer satisfactionincluding: Products and services which are customer focused and then providehigh levels of value for money. Customer service giving personal alien lion tothe needs of individual customers. After sales service. Following up the originalpurchase with after sales support such as maintenance and updating for examplein the updating of computer packages. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 4
  5. 5. LIMITATIONS OF THE STUDY: 1. The responses given by the respondents may not be true. 2. The respondents may be careless in responding to the questionnaire. 3. The respondents may be illiterate. 4. This study limits to the geographical area of Valsad.STRENGTHHS: 1. Government Bank giving more attention to installation loan improvement 2. Less use of chemicals 3. Ever time more demand 4. Minimum Response Time due to good Team Work. 5. Focus on Customer Delight besides Customer Satisfaction. 6. Latest Hi-tech Core Concepts of Production & Quality.WEAKNESS: 1. More than 50% of the targeted customers are youths. 2. High dependence on the transportation. 3. Old methods and techniques are in use. 4. Cost for maintaining standard is more. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 5
  6. 6. OPPORTUNITY: 1. Bajaj Auto Lid said it plans to expand Us presence in south-east Asia and Africa to lap the growing demand for two-wheelers and motorized rickshaws in these markets. 2. Bajaj is Indias second-largest motorcycle maker, which also makes scooters and dominates the Indian market for three-wheeled motorized rickshaws, has enjoyed a boom in Indias $4 billion-a-year market of nearly 5 million bikes, the worlds second-largest after China. 3. Bajaj plans to set up a manufacturing plant in Indonesia in a joint venture with its local distributor, and use that as a hub for expanding exports in the rest of south-east Asia. 4. Bajaj will hold the majority stake in the joint venture, which will be finalized in the next three months, he said, declining to disclose the value of its investment. 5. Bajaj will also set up an assembly unit in Nigeria. 6. Bajaj, overtaken as Indias top two-wheeler maker in 2002 by Hero Honda Motors Ltd, has benefited from rising incomes in Asias third- largest economy, besides cheaper loans and a shift in preference to high- value motorbikes from scooters. 7. But Bajaj, which uses Kawasaki Heavy Industries Ltd technology for sonic models, faces growing competition from Honda Motorcycles, Suzuki Motor and Yamaha, besides local players TVS Motor and Kinetic Motors. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 6
  7. 7. THREATS: 1. Faced with tough competition. 2. Competitors such as LML, Hero, Honda and TVS Motor are also slated to launch models this year. 3. In the late 1990s, Bajaj Auto, the leading scooter manufacturer, faced a crisis. There was a shift from scooters to motorcycles. Urban youth as well as rural markets were patronizing the motorcycles, effectively ignoring scooters. Objective of study  To know the after sales service perception of customers.  To ascertain the satisfaction level &it influencers.  To measure the impact of the above analysis on future sales.  To study the weather satisfied with their services. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 7
  8. 8. Need for the studyCustomer is one for whom you satisfy a want or need in return for some ofpayment. The payment may be money, may be time, or may goodwill but thereis some form of payment. Satisfaction is level of person felt state by comparingproducts perceived in relation to the person’s expectations.Satisfaction level is function of the difference between perceived performance andexpectations. If the performance falls short of expectations, the customer is notsatisfied. If the performance matches the expectations the customers are highlysatisfied. If the performance is beyond his expectations the customer is thrilled.Bajaj pulsar is customer’s positive or negative feeling about the value that wasperceived as a result of using particular organizations offering in specific usedreaction to a series of use situation experience.SCOPE OF THE STUDY: 1. The study is limited to the customer of Bajaj vehicle buyers. The customer includes customers who enter the show room. 2. This study will help us to understand Customers, preference and their needs expected from the business owners. This study will not only help me as a student but it also assists Sagar Auto to improve their service standard. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 8
  9. 9. RESEARCH DESIGN1. Research is an art of scientific investigation.2. Research is a process of systematic study.3. Research is a search o I knowledge.4. Research is an area of investigation which includes collection, analysis and Interpretation of data.Research has to proceed systematically in the already planned direction with thehelp of a number of steps in sequence. To make the research systemized theresearcher has to adopt certain methods. The method adopted by the researcherfor completing the project is called Research Methodology,A Research design is the arrangement of conditions for collection and analysis ofdata in a manner that aims to combine relevance to the research purpose witheconomy in procedure.A research is purely is and simply the framework and plan for the study that guidesthe collection and analysis of data. It is a blue print that is followed in completing astudy. Types of Research Design 1. Exploratory research Design. 2. Descriptive research design. 3. Experimental research design. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 9
  10. 10. Data Collection MethodData refers to information or fads. It not only refers to numerical figures butalso includes descriptive facts. The method of data collection includes two typesof study, such as primary data and secondary data,Primary Data Collection MethodIt was collected directly from executives and customers. The informationcollected from executives through personal and direct interview to collect primarydata, a detail and structured questionnaire was formed to suit the objectives ofthe study which contain definite and predetermined questions, containinginformation relating to sales and service and its products.Primary data is the data that is collected tor the first time by the researcher ThePrimary data arc collected with specific set of objective to assess the currentstatus of any variable studied. Primary data is useful only for particular period. Methods of Primary Data Collection The Main four methods used in primary data collection are: a. Questionnaire b. Schedule c. Interview d. Observation In this study questionnaire method have been used USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 10
  11. 11. QUESTIONNAIRE:In this method, preprinted list of questions arranged in a sequence which is usedby the researcher for collecting data.The questionnaire is filled by the respondents. The questionnaire is considered asthe heart of the survey,Secondary data:-It was used mainly to support the primary data. Secondary data was collectedthrough books, annual reports, significant, literature from the organization andprevious reports, magazines, vouchers etc.Research Design Tool:-To make research various surveys arc conducted they are as follows:The various data are collected from primary and secondary source through thequestionnaires; books, journals, old reports and annual report were used.Sampling Scheme:-A sample is a portion of the whole on which the study is based. Here a sample sizeof 10 respondents were chosen from different areas of Valsad, and thequestionnaires were duly filled data relating to the objectives of the study isobtained by meeting customers, consumers, in area like Valsad town.Sampling DesignA Sample design is a definite plan for obtaining a sample from a givenpopulation. It refers to the technique or the procedure that the researcher wouldadopt in selecting items for the sample. Sample design may as well lay down thenumber of items to be including in the sample i.e., the size of the sample.Sample design is determined before data arc collected. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 11
  12. 12. SAMPLE PROCEDURESampling is a procedure by which the respondents are selected. There arebasically two types of sampling methods are:1. Probability sampling methods.2. Non-Probability sampling methods.In this study area sampling method was adopted (Probability Sampling) therequired number of customers were not selected according to area samplingprocedure but the required number of sample (sample size) 10 were selected. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 12
  13. 13. ANALYSIS OF CUSTOMER SATISFACTION AFTERSALES A SERVICES THROUGH QUESTIONNAIRE1. Did you receive any intimation through calls or letters for the "servicedue" date to get your vehicle serviced? TableResponse % of customersYes 75No 25 80 70 60 50 40 Yes No 30 20 10 0 Yes noInterpretation / Analysis: According to my survey, out of 100, responds 75% of the people say they getintimation from Sagar Auto. And 25% of the people not gel any intimation fromSagar Auto about service due date to gel vehicle serviced. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 13
  14. 14. 2. When you entered, what was the total time taken before some one from thestaff attended YOU? TableResponse No of customerExcellent < 2min 15Good (2~5 min ) 45Fair (5~10 min) 20Poor > 10 mm 20InterpretationOut of 100 respondents 15% of the people saying excellent lime taken before some oneamending staff member & 45% of the people Good, & 20% of the people fair & 20%of the people says poor lime Taken before some one attending you.. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 14
  15. 15. 3. How do you rate cleanliness and comfort of service reception & customer waiting lounge / area?Response No of customersExcellent 42Good 27Fair 21Poor 10InterpretationIn the samples taken mil of 100 respondent 42% of the people says cleanlinessand comfort of reception & wailing area is excellent & 27% of the people saysgood & 21% people says fair, & remaining 10% people says poor on cleanlinessand comfort of reception & waiting area, USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 15
  16. 16. 4. Do you think the person who attended to you and accepted your vehiclefor service was able to understand the vehicle issues and also answered allyour queries appropriately?TableResponse No of customersExcellent 36Cloud 38Fire 16Poor 10InterpretationOut of 100 respondent 36% of the people saying excellent understand the vehicleissues and also answered all queries appropriately & 38% of the people good, &16% of the people fair & 10% of [he people says poor to understand the vehicleissues and also answered all queries appropriately.. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 16
  17. 17. 5. Since how many years are using pulsar? TableYears No of customers2004 100002005 250002006 300002007 350002008 400002009 450002010 500002011 55000 50000 45000 40000 35000 30000 25000 Years 20000 15000 10000 5000 0 2004 2005 2006 2007 2008 2009Interpretation / Analysis:According to my survey, responds is good of the people and use many people. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 17
  18. 18. 6. Which factor you had considered while purchasing pulsar? Mileage- 15 ● Speed- 30 Style- 25 ● Maintenance- 10 Price- 20 % 10 15 Mileage 30 25 Style Price Speed 20 MaintenanceInterpretation / Analysis:Customer will be satisfied 100% and get responds to Mileage 15%, Style 25%, Price 20%, Speed 30%,Maintenance 10% of the people says. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 18
  19. 19. FINDINGS OF THE STUDY:After my study on the Bajaj pulsar after the bales and service, below are the lists offindings, 1. Sagar Auto as a dealer of Bajaj in the city of Valsad was able to satisfy its customers in the area of service. 2. Due to lack of people in the service department customers weren’t attended within the expected Lime of the customers. 3. Management is not fully aware of the relationship between the customer and staff, 4. Most of the customers fell the staff still requires more skill to treat customers. 5. Customers feel that they won’t get the same response what they get during the sales. 6. Management must provide equal weight age for both the sales and service, as both are related to the customers. USER’S PERCEPTION ABOUT BAJAJ-PULSAR MOTORBIKE | 19