bajaj bikes project

Major Project ReportOnConsumer satisfaction towards Bajaj BikesSubmitted In Partial Fulfillment of the RequirementOfBachelor of Business Administration Internal Guide Submitted By: Mrs. Anshu sarna Ashish Negi Assistant Professor 07950501711 2011-14

Submitted To: Banarsidas Chandiwala Institute of Professional Studies, Dwarka, New Delhi (Affiliated to Guru Gobind Singh Indraprastha University)

CERTIFICATE

This is to certify that the project work done on Consumer satisfaction towards Bajaj Bikes submitted to Guru Gobind Singh Indraprastha University, Delhi by Ashish Negi in partial fulfillment of the requirement for the award of degree of Bachelor Of Business Administration, is a bonafide work carried out by him under my supervision and guidance. This work has not been submitted anywhere else for any other degree/diploma. The original work was carried during 28 January 2014 to 15 April 2014

Mrs Anshu sarna (Assistant Professor)

BONAFIDE CERTIFICATE

This is to certify that as per best of my belief the project entitled Consumer satisfaction towards Bajaj Bikesis the bonafide research work carried out by Ashish Negi student of BBA, BCIPS, Dwarka, New Delhi during January-April 2014, in partial fulfillment of the requirements for the award of the Degree of Bachelor of Business Administration.He has worked under my guidance.

Name-: Mrs Anshu sarna Project Guide (Internal) Date:

Counter signed by :-Name: Dr.Satish TanejaDirector Date:

AcknowledgementI have taken efforts in this project. However, it would not have been possible without the kind support and help of many individuals and organizations. I would like to extend my sincere thanks to all of them.I am highly indebted to Ms Anshu sarna for their guidance and constant supervision as well as for providing necessary information regarding the project & also for their support in completing the project.I would like to express my gratitude towards my parents & member of Banarsidas Chandiwala Institute of Professional Studies for their kind co-operation and encouragement which help me in completion of this project.I would like to express my special gratitude and thanks to industry persons for giving me such attention and time.My thanks and appreciations also go to my colleague in developing the project and people who have willingly helped me out with their abilities.

(Ashish Negi)(07950501711)

Table of ContentsCHAPTERSTOPICPG.NO

1

Executive Summary

2Plan of the Research1. Introduction2. Objective of the study3. Literature Review

3Company Profile (with its SWOT Analysis)

4Research Methodology Universe & Sources of data Sample size Methods of data collection- testing of questionnaire Tools and techniques of analysis Instrument used

5Data collection and Analysis

6Findings and Conclusion

7Suggestions/ Recommendation

8Bibliography, Glossary

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY

Satisfying customer is very necessary for every organization. It helps organizations in determining what product and services may interest customers and also strategies for use in product development, sales and promotions.It is believe that road to improvement is never-ending and one always learns from a new experience. This project is a step towards gaining knowledge about the real world and putting the theory to practice.

The Project customer satisfaction towards Bajaj Bikes is an attempt to find out the factors and causes which affect the degree of satisfaction among the customers of Bajaj Bikes. In this tough time of competition Bikes industry is going a long way in developing, formulating and implementing promotional strategies to cope up with this tough competition. Though there are many aspects which can be improvised for the customer satisfaction. Various strategies are formulated not only keep up with cut throat competition but also to meet the consumer satisfaction.

There are several factors which influences the purchase. These factors may be internal and external as well. Internal factors include perception towards the thing, knowledge about product, purchasers attitude, lifestyle, motivational status etc. Motivation is the driving force which comes into play when customer has better experience with the product. This leads to the repurchase decision of the customer. Whereas external factors include culture, group or peer influence, the situation in which purchase is made etc.

Market research has become an important tool of sound management; marketing information based on marketing research has served the basic purpose of management. This project is on customer satisfaction towards Bajaj Bikes.The analysis revealed that there are some factors e.g. the customer perceived value, getting full value of money and value preposition when meets leads to customer satisfaction .If that is consistent then leads to customer locality.

Plan of the Research

INTRODUCTION OF THE COMPANYThe Bajaj Group is one of the leading business houses of India. Its business interests span host of industries such as automobiles (two-wheelers and three-wheelers), home appliances, lighting, iron and steel, insurance, travel and finance. The Bajaj brand is well-known in over a dozen countries in Europe, South America, the US and Asia. The Bajaj Group comprises 27 companies and its flagship company Bajaj Auto is ranked as the world's fourth largest two- and three- wheeler manufacturer.Founded by the freedom fighter, philanthropist and close confidante of Mahatma Gandhi Jamanalal Bajaj, the Bajaj Group is one of the most respected and renowned business houses of India. Started around eighty years back with a sugar factory in Lakhimpur Kheri of Uttar Pradesh, the group has since diversified into a wide variety of business area. The group's first sugar plant was one among only 30 sugar mills that pioneered the establishment of the sugar industry in India. Today, Bajaj Hindusthan Ltd is Asia's Number One sugar companyand among the top four globally. In addition, the Group includes Bajaj Corp Ltd, a recently setup, Bajaj Energy Private Ltd., Lalitpur Power Generation Company Ltd., Bajaj Power Generation Pvt Ltd. and Bajaj Infrastructure Development Co. Ltd.

Bajaj Group was founded in 1926, at the height of India's movement for independence from the British, Jamnalal Bajaj, founder of the group, was a close associate of Mahatma Gandhi. Jamnalal Bajaj's close involvement in the freedom movement did not leave him with much time for his business. In 1942, his son Kamalnayan Bajaj took charge of the business. He consolidated the group and diversified into various manufacturing activities. Rahul Bajaj, the present Chairman and Managing Director of the group took reins of the business in 1965. Under his leadership the group has achieved new heights and ranks among the top 10 business houses in India.Bajaj Auto Ltd. is the largest exporter of two and three wheelers. With Kawasaki Heavy Industries of Japan, Bajaj manufactures state-of-the-art range of two-wheelers. Thebrand,PulsariscontinuallydominatingtheIndianmotorcyclemarketinthepremiumsegment. Its Discover DTSi is also a successful bike on Indian roads. Bajaj is promoted by the highly qualified and experienced promoters having a successful track record of more than 40 years of experience in the manufacture of autoparts.Our brand is the visual expression of our thoughts and actions. It conveys to everyone our intention to constantly inspire confidence. Our customers are the primary audience for our brand. Indeed, our brand identity is shaped as much by their belief in Bajaj as it isby our ownvision. Everything we domust always reinforce the distinctiveness and the power of our brand. We can do this by living our brand essence and by continuously seeking to enhance our customers experience. In doing so, we ensure a special place forourselves in the heart and minds of our customers.

Bajaj Group Companies and their business interests: Bajaj Auto Ltd:Manufacturers of Scooters, Motorcycles and Three-wheeler vehicles and spare parts thereof. Bajaj Electricals Ltd.:Manufacturers of electric fans, high masts, lattice closed towers and poles, etc. and marketing of electrical goods such as general lighting services lamps, special lamps, fluorescent tubes, luminaries, fans and electrical & non-electrical appliances. Bajaj Hindustan Ltd.:Manufacturers of white crystal sugar and industrial alcohol. Bajaj Auto Finance Ltd.:Deals in financial services including hire purchase financing & leasing. Bajaj Sevashram Pvt Ltd.:Involved in investment activities. Bajaj Ventures Ltd.:Involved in manufacturing and trading of power tools and manufacturing of houseware and parts thereof. Bajaj International Pvt. Ltd.:Exporters of electrical fans, GLS lamps,lighting fittings, luminaries, household appliances and hoists. Bajaj Consumer Care Ltd.:Manufacturing and trading of ayurvedic medicines, hair oil, tooth powder, Shampoos, Pure coconut oil. Bajaj Auto Holdings Ltd.:Investment Company. Bajaj Allianz General Insurance Company Ltd.:General Insurance Business. Bajaj Allianz Life Insurance Company Ltd.:Life Insurance Business.

Bajaj Group

TypePrivately held company

Founded1926

Founder(s)Jamnalal Bajaj

HeadquartersPune,Maharshtra,India

Area servedWorldwide

Key peopleRahul Bajaj(Chairman &MD)

ProductsAutomobilefinancial serviceshome applianceselectricaliron and steelinsurance

Revenue380 billion(US$6.3billion)

Employees36,000 (as of 2013)

SALIENT FEATURES One of the oldest business conglomerates in India A group comprising of 25 companies Turnover over INR 280 Billion (~USD 6 Billion, at INR 46 per USD) Around 36,000 Employees. Headed by Mr. Rahul Bajaj, currently Member of Parliament and active leader in CII, WEF, etc Bajaj Auto Group's flagship company is one of the world's leading 2 & 3 wheeler manufacturer The company is currently engaged in life insurance; general insurance and consumer finance businesses

OBJECTIVE OF STUDYFor any organization it is a matter of prime importance to know exactly what their consumers expect from them in terms of the actual product as well as the services offered by the company. This would help the organization to plan and develop their product as per the requirements of the ultimate consumer. To ascertain the consumers requirements the organizations conduct market research.In the present case a study of the transports in the New Delhi area was conducted to determine the following objectives. To study the satisfaction level of customer towards Bajaj Bikes. To measure customer satisfaction level regarding after sales services, parts etc.

About the project

Satisfying customer is very necessary for every organization. It helps organizations in determining what product and services may interest customers and also strategies for use in product development, sales and promotions. For any organization it is a matter of prime importance to know exactly what their consumers expect from them in terms of the actual product as well as the services offered by the company. This would help the organization to plan and develop their product as per the requirements of the ultimate consumer.

The automobile industry today is the most lucrative industry. The Project customer satisfaction towards Bajaj Bikes is an attempt to find out the factors and causes which affect the degree of satisfaction among the customers of Bajaj Bikes. Bajaj Group was founded in 1926, at the height of India's movement for independence from the British, Jamnalal Bajaj, founder of the group, was a close associate of Mahatma Gandhi. Jamnalal Bajaj's close involvement in the freedom movement did not leave him with much time for his business.

A sample of 100 respondents was selected in order to conduct this research. A non-disguised structured questionnaire was used for the study. Research is done on Bajaj motorcycle owners only. In this project research Convenience sampling method was used.

LITERATURE REVIEW

Customer satisfactionCustomer satisfaction is the key to success, getting our customers to tell you whats good about your product or services and where you need improvement. It helps you to ensure that your businesses measure up to their expectations. The attached file contains a customersatisfaction survey from designed to make it easy for customer to fill out and to fill and to make it easy for you to quickly customize to exactly match your companys activities.

Customer satisfaction, as a construct, has been fundamental to marketing for over three decades. As early as 1960, Keith (1960) defined marketing as satisfying the needs and desires of the consumer.

Hunt (1982) reported that by the 1970s, interest in customer satisfaction had increase to such an extent that over 500 studies were published. Peterson and Wilson(1999) estimated the amount of academic and trade articles on customer satisfaction to be over 15,000.Several studies have shown that it costs about five times to gain a new customer as it does to keep an existing customer (Naumann, 1995) and this results into more interest in customer relationships. Thus, several companies are adopting customer satisfaction as their operational goal with a carefully designed framework. Hill and Alexander (2000) wrote in their book that companies now have big investment in database marketing, relationship management and customer planning to move closer to their customers. Jones and Sasser (1995) wrote that achieving customer satisfaction is the main goal for most service firms today.Mr. Jatinder chhabra hade done the research in 1999-2000 on the customer satisfaction and he concluded that the customer looking for a power , brand and average the right brand is bajaj.Mr. Randeep singh had done the research in 2004-2005 on the topic on dealers satisfying customer and he concluded that the supply policy of bajaj is good.

Research Methodology

Universe & Sources of dataThere two sources on which data can be collected via primary source and secondary source. The data, which are prepared from the main proposed and researcher or owner, it is called primary source and the data collected from this source is called primary data. The data which is collected from the persons, private bodies, private research agencies etc are called secondary source and the data collected is from both primary and secondary type.

The following are the data that have been collected from both the sources: -Primary data: - The primary objective of the study is to ascertain the customer satisfaction towards bajaj bikes. The study is mainly based on primary data. The primary data was collected through the questionnaires administered to different types of selected sample respondents.

Secondary Data: - Secondary data are those which has been collected by someone else and which already have been passed through statistical process. The secondary informations were collected from different sources like newspapers, magazines, journals, books, websites, and so on.

Sample SizeA sample of 100 respondents was selected in order to conduct this research. A non-disguised structured questionnaire was used for the study. Through this methodology, the intent was to stay focused to ascertain the customer satisfaction towards bajaj bikes.

Methods of data collectionThe Internet is not restrained by boundaries. The survey tool developed gathered both quantitative and qualitative data. A webbased survey approach was selected for this study because sending the questionnaire via email allowed respondents to receive and answer the questionnaire, without any time restrictions, and at a time most convenient to them and the submission of the questionnaire via email and internet access was an inexpensive method of data collection.PRIMARY RESEARCH:- Questionnaire

SECONDARY RESEARCH:- websites journals magazines

Instrument used:-

Research instrument: Questionnaire

TOOLS USED MS WORD

Techniques usedIn MS excel for data analysis, I have used: Pie charts Histograms Barcharts

Data collection and AnalysisThe analysis of data is done in order to study the Consumer satisfaction towards Bajaj Bikes. Various factors are taken into consideration in order to study this research. It helps in analyzing the different factor that plays a vital role in accepting a Consumer satisfaction. A sample of 100 respondents is taken in order to study the Consumer satisfaction towards Bajaj Bikes. The data collected from the questionnaires is properly analyzed in order to conduct the research. The primary data of this research is basically collected through questionnaires filled by the respondents online. As the population does not allow us to study on such a vast basis, so a sample of 100 respondents is chosen and the questionnaires are filled by the people. The secondary data used in this research is collected from various books, journals, research papers and our modern technology Internet that ensures relevancy of data.

Q 1. Which Bajaj Bike you use?

Pulsar41 41%

Discover1919%

Platina1313%

Other2626%

Analysis: Out of 100 respondents 41% use platina,19% use discover,13% use platina and26% use other.

Q 2. Which feature of bike influence you more?

Speed22 22%

Power2121%

Average3132%

Design2424%

Analysis: Out of 100 respondents speed feature of bike influence 22%,power feature of bike influence21%,average feature of bike influence 31% and design feature of bike influence 24%.Q 3. From how many year you are using Bajaj bike?

Less than 1 year40 40%

1-5 year 5-10 year5959%

Above 10 year11%

Analysis:Out of 100 respondents 40% are using bajaj bikes from less than 1 year, 59% are using bajaj bikes from 1-5 year and 1% are using bajaj bike above 1 year.Q 4. Rate your level of satisfaction with the performance of bike?

Strongly Agree 25 25%

Agree3434%

Neither Agree Nor Disagree2424%

Disagree1414%

Strongly Disagree33%

Analysis:Out of 100 respondents 25% are strongly agree the performance of bike,34 % are agree the performance of bike, 24% are Neither Agree Nor Disagree the performance of bike , 14% are disagree with the performance of bike.

Q 5. Are you getting full value of money for the bike you owned?

Yes88 88%

No1212%

Analysis:Out of 100 respondents 88% are getting full value of money for the bike they owned and 12 % not.

Q 6. How was your experience with the bike?

Good45 45%

Excellent3333%

Average2222%

Not good00%

Analysis:Out of 100 respondent 45 % have good experience with the bike, 33% have excellent experience with the bike, 22% have average experience with the bike,0% % have not good experience with the bike.

Q 7. Are you satisfied with the dealer service of bike?

Strongly Agree 15%

Agree38%


Disagree6%

Strongly Disagree2%

Analysis:Out of 100 respondents 15% are strongly agree with the dealer service of bike,38% with the dealer service of bike, 40% are Neither Agree Nor Disagree with the dealer service of bike , 6% are disagree with the dealer service of bike and 2% strongly disagree with the dealer service of bike.

Q 8. Are you satisfied with the performance of the Bike?


Agree 2626%

Neither Agree Nor Disagree 3131%

Disagree 11 11%

Strongly Disagree 44%

Analysis:Out of 100 respondents 28% are strongly agree the performance of bike,26 % are agree the performance of bike, 31% are Neither Agree Nor Disagree the performance of bike , 11% are disagree with the performance of bike and 4% are strongly disagree with the performance of bike.Q 9. Are you satisfied with the warranty service provided by the showroom?


Agree3636%


Disagree88%


Analysis:Out of 100 respondents 12% are strongly agree with the warranty service provided by the showroom,36% are agree with the warranty service provided by the showroom, 41% are Neither Agree Nor Disagree with the warranty service provided by the showroom, 8% are disagree with the warranty service provided by the showroom and 4% are strongly with the warranty service provided by the showroom .Q 10. Are you satisfied with the price of the bike you purchased?


Agree3636%


Disagree1111%


Analysis:Out of 100 respondents 24%strongly agree with the price of the bike you purchased, 36% agree with the price of the bike you purchased,26% neither agree nor disagree with the price of the bike you purchased,11% disagree with the price of the bike you purchased and 3%strongly disagree with the price of the bike you purchased.

Q 11. Are you satisfied with the service charges and parts?


Agree 22 22%

Neither Agree Nor Disagree 42 42%

Disagree 9 9%

Strongly Disagree 3 3%

Analysis:Out of 100 respondents 24%strongly agree with the service charges and parts, 22% agree with the price of the bike you purchased,42% neither agree nor dis agree with the price of the bike you purchased,9% disagree with the price of the bike you purchased and 3%strongly disagree with the price of the bike you purchased.

Q 12. What do you feel about Bajaj 2 wheeler?

Good4848%

Excellent3030%

Average2222%

No good00%

Analysis:Out of 100 respondent 48 % feel Good about Bajaj 2 wheeler, 30% feel Excellent about Bajaj 2 wheeler , 22 feel average about Bajaj 2 wheeler,0% % feel not good about Bajaj 2 wheeler.

Findings and Conclusion

1From the above chapter it is clea Customers experience with the b Majority of respondents says that they are Satisfied with the performance of the bikes. It is analyzed that the customerspurchase Bajaj vehicle mostly because of their good Average.

A majority of respondent are Getting full value of money for the bike you owned.

Customer experience with the Bajaj bike is good.Suggestions/Recommendation

Suggestions/ Recommendation

In case ofaddressing the customers Bajaj should ensure that the sales persons explain the detail of the bike to customer properly for more sales.

By seeing the performance of Bajaj bikes and services provided by them. It is conclude that it has a wide market and bright future.

As customerspurchase Bajaj vehicle, more for average and design so I t is concluded that Bajaj should focus more on that areas than other.

Bibliography

Journal: J.D. Power and Associates 2013 U.S. Wireless Smartphone Customer Satisfaction Study SMVolume 2 Greg Roche,Rachel Allen, 2007 The Customer Experience Through the Customer's Eyes

BOOKS:

PhilipKotlerMarketingManagement Oct, 2010 Source Volume:10 Source Issue:4 Nigel Hill, November 24, 2006 Handbook of Customer Satisfaction And Loyalty MeasurementHardcover.

Magazines:

Auto India - Car & Bike Magazine 28 May 2013

Overdrive - Car & Bike Magazine 10 September 2013

Website:

http://www.bajaj.com/index.php?s=PROFILE&searchsubmit=Go on 8th feb 2014 at 11:30 AM

http://books.google.co.in/books/about/Customer_Satisfaction.html?id=uKQPo_FibAQC&redir_esc=y on 23rd march 2014 at 9:30 PM

http://www.academia.edu/1480244/CONSUMER_SATISFACTION_LEVEL_OF_BAJAJ_BIKE_PROJECT_REPORT on 28th march 2014 at 10:30 PM

Annexure

Questionnaire on Customer Satisfaction towards Bajaj BikesDear Madam/Sir, I am student of BBA of institute BCIPS. I am conducting a survey on customer satisfaction towards Bajaj Bikes. I request you to kindly fill up the questionnaire which wont take much of your valuable time. All your data and information would be kept confidential. Thank you for your cooperation.Top of FormName:

Gender:MaleFemaleAge Group:15 years-20 years21years-30years31years-40yearsAbove 50 yearsQ1 Employment Status:UnemployedGovernment ServantsPrivate SectorsStudentQ2 Which Bajaj Bike you use?PulsarDiscoverPlatinaOtherQ3Which feature of bike influence you more?SpeedPowerAverageDesign

Q4From how many year you are using Bajaj bike?Less than 1 year1-5 year 5-10 yearAbove 10 yearQ5Rate your level of satisfaction level with the performance of bike?Strongly AgreeAgreeNeither Agree Nor Disagree Strongly DisagreeDisagreeQ6Are you getting full value of money for the bike you owned?YesNoQ7How was your experience with the bike?GoodExcellentAverageNot goodQ8 Are you satisfied with the dealer service of bike?12345

Highly SatisfiedHighly Dissatisfied

Q9 Are you satisfied with the performance of the Bike?12345


Q10 Are you satisfied with the warranty service provided by the showroom?12345


Q11 Are you satisfied with the price of the bike you purchased?12345


Q12 Are you satisfied with the service charges and parts?12345


Q13What do you feel about Bajaj 2 wheeler?GoodExcellentAverageNot goodBottom of Form

bajaj bikes project

Documents

project work

bonafide work

bonafide research work

ms anshu sarna

new delhi

partial fulfillment

original work

ashish negi student