1

SUMMER TRAINING REPORT

On

ldquoSATISFACTION LEVEL OF CONSUMERS WITH BAJAJ

AUTO ndash PULSARrdquo

SUBMITTED

FOR THE PARTIAL FULFILLMENT OF

THE AWARD OF MBA DEGREE FROM BARKATULLAHA

UNIVERSITY BHOPAL

BY

Girijenda Singh Dangi

UNDER THE SUPERVISION OF

Prof Prasann Jain

Maharana Pratap College of Management

Bhopal (MP)

YEAR 2013-15

2

DECLARATION BY THE CANDIDATE

This declaration is made on the helliphelliphelliphelliphellipday ofhelliphelliphelliphelliphellip2015

I Girijendra Singh Dangi student of MBA III Semester of MAHARANA

PRATAP COLLEGE OF MANAGEMENT Bhopal hereby declare that the

work entitled ldquoSATISFACTION LEVEL OF CONSUMERS WITH BAJAJ

AUTO ndash PULSARrdquo is my original work I have not copied from any other

studentsrsquo work or from any other sources except where due reference or

acknowledgement is made explicitly in the text nor has any part been written

for me by another person

_______________ Girijendra Singh Dangi

Date submitted MBA III Semester

3

CERTIFICATE FROM SUPERVISOR

I Prasann Jain hereby certifies that the work entitled ldquoSATISFACTION LEVEL

OF CONSUMERS WITH BAJAJ AUTO ndash PULSARrdquo was prepared by the above

named student and was submitted under the faculty of managementrdquo as a

partialfull fulfillment for the conferment of MBA and the aforementioned

work to the best of my knowledge is the said studentrsquos work

Supervisor

Prof Prasann Jain

4

ACKNOWLEDGEMENT

I would like to express my deep sense of gratitude to the respectable guide

distinguished personalities for their precious suggestions and encouragement

during the project

The experience which is gained by me during this project is essential for me at

this turning point of my career

I am thankful to Dr Vijay Jain Director Maharana Pratap College of

Management for their valuable guide during the project work

I am also thankful to my project guide Prof Prasann Jain for providing me

guidance and support and every possible help during the project work

I am also thankful to Chairman Dr Narendra Singh Bhati for making all the

required recourse during the work of Project

I am also grateful to all the staff member of the Maharana Prtap College of

Management and all my friends and teacher who direct and indirect help me

during the project work

Last but not the least I would specially want to tank to my family member and

other people for their useful support

Girijendra Singh Dangi

MBA III Semester

5

CONTENTS

SLNO CHAPTER-1 PAGE NO

1 INTRODUCTION 06-08

STATEMENT OF THE PROBLEM

REVIW OF LITRATURE

CHAPTER-2 09-12

2 RESEARCH METHODOLOGY

DEFFINATION OF THE RESEARCH METHODOLGY

RESEARCH DESIGN

SAMPLE AND DATA COLLECTION

OBJECTIVE OF THE RESEARCH

SCOPE OF THE RESEARCH

IMPORTANCE OF THE RESEARCH

LIMITATION OF THE RESEARCH

CHAPTER-3 13-29

3 COMPANY PROFILE

HISTORY amp DEVELOPMENT

ORGANISTAIONAL STRUCTURE

PRODUCTSERVICE

CHAPTER-4 30-37

4 DATA ANALYSES DISCUSSION AND

GRAPHICAL REPRESNTAION

CHAPTER-5 38-42

5 CONCLUSION SUGGESTIONS AND BIBLIOGRAPHY

6

CHAPTER-1

INTRODUCTION

STATEMENT OF THE PROBLEM

Customer satisfaction a business term is a measure of how products and

services supplied by a company meet customer expectation It is seen as a key

performance indicator within business and is part of the four perspectives of a

Balanced Scorecard

In a competitive marketplace where businesses compete for customers

customer satisfaction is seen as a key differentiator and increasingly has become

a key element of business strategy

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms

Customer satisfaction is the important statement of the problem in this

project

Measuring customer satisfaction

Customer satisfaction refers to the extent to which customers are happy with the

products and services provided by a business Customer satisfaction levels can

be measured using survey techniques and questionnaires Gaining high levels of

customer satisfaction is very important to a business because satisfied customers

are most likely to be loyal and to make repeat orders and to use a wide range of

services offered by a business

7

REVIW OF LITRATURE

Customer Satisfaction

Customer satisfaction is the key to success getting our customers to tell you

whatrsquos 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 customer satisfaction 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 companyrsquos activities It also includes

suggestion for distributing the form ensuring that customer will return the form

and following up on comments

Customerrsquos satisfaction defined

The reason for a business firm to come into being is the existence of customer

who has unfilled needs and wants Customer satisfaction ha been

conceptualized in several ways It consists of expectations performance

interaction pleasured or displeasure and the evaluation of the benefits of

consumption

Customer satisfaction is result of confirmation of expectation Bajaj has been

focusing on the improvement and Excellency in the processes which it uses to

satisfy there to accomplish this it has focused on improving customer-

orientation and value chain integration Thus meeting the expectation of the

customer

Components of customer satisfaction dissatisfaction

Purchase ProcessIt refers to the actions of the customers in buying the

product Could he find product easily

8

Did he have to travel for to buy Whether proper quantities were available

Was sufficient information available

Obviously for a manufacture that exercises strong control over his distribution

channel any measurement of consumerrsquos satisfaction should include this

component

Bajaj has always been focusing on network expansion

Decision

It refers to the extent to which the customer thinks about correctness of his

decision with regard to satisfaction Apart from the product of the process the

customer might have regret about one component which would affect other

components consumers to action they must gain their attention

9

CHAPTER-2

RESEARCH METHODOLOGY

DEFFINATION OF RESEARCH METHODOLOGY

Cocotte Woodruff and Jenkins (1987) define customer satisfaction as

conceptualized as a feeling developed from an evaluation of the experience

HERE the timing of satisfaction response is driving consumption

But there is general agreement with Kotler (2003) that customer

satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance in relation to his or her

expectation In short customer satisfaction is The provision of goods or

services which fulfil the customer expectation in terms of quality and service in

relation to price paid

RESEARCH DESIGN

Survey research is the systematic gathering of information from respondents

for the purpose of understanding andor predicting some aspects of the

behaviour of the population of interest It is the most common method of

collecting primary data for marketing decisions Survey research is

concerned with administration of questionnaires (interviewing) The

survey research must be concerned with sampling questionnaire design

questionnaire administration and data analysis The administration of

questionnaire to an individual or group of individuals is called an interview A

questionnaire is simply a formalized set of questions for eliciting information

As such its function is measurement andit represents the most common form of

measurement in marketing research The report has been prepared as per the

information obtained from two sources They are

10

1 Primary data

2 Secondary data

Primary data

1 Structured questionnaire

Secondary data

1 Data from various magazines especially bike magazines

2 Internet

SAMPLE AND DATA COLLECTION

Sampling plan

Data collected has been analyzed and interpreted by percentage system and

presented in pie charts

Sampling frame

Customers visiting showrooms for servicing their pulsar motorcycles

Sampling unit

Motorcycles owners esp Bajaj Pulsar motorcycle owners

Sampling method

Desired sample size

A sample size of 100 motorcycle owners was specified

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

2

DECLARATION BY THE CANDIDATE

This declaration is made on the helliphelliphelliphelliphellipday ofhelliphelliphelliphelliphellip2015

I Girijendra Singh Dangi student of MBA III Semester of MAHARANA

PRATAP COLLEGE OF MANAGEMENT Bhopal hereby declare that the

work entitled ldquoSATISFACTION LEVEL OF CONSUMERS WITH BAJAJ

AUTO ndash PULSARrdquo is my original work I have not copied from any other

studentsrsquo work or from any other sources except where due reference or

acknowledgement is made explicitly in the text nor has any part been written

for me by another person

_______________ Girijendra Singh Dangi

Date submitted MBA III Semester

3

CERTIFICATE FROM SUPERVISOR

I Prasann Jain hereby certifies that the work entitled ldquoSATISFACTION LEVEL

OF CONSUMERS WITH BAJAJ AUTO ndash PULSARrdquo was prepared by the above

named student and was submitted under the faculty of managementrdquo as a

partialfull fulfillment for the conferment of MBA and the aforementioned

work to the best of my knowledge is the said studentrsquos work

Supervisor

Prof Prasann Jain

4

ACKNOWLEDGEMENT

I would like to express my deep sense of gratitude to the respectable guide

distinguished personalities for their precious suggestions and encouragement

during the project

The experience which is gained by me during this project is essential for me at

this turning point of my career

I am thankful to Dr Vijay Jain Director Maharana Pratap College of

Management for their valuable guide during the project work

I am also thankful to my project guide Prof Prasann Jain for providing me

guidance and support and every possible help during the project work

I am also thankful to Chairman Dr Narendra Singh Bhati for making all the

required recourse during the work of Project

I am also grateful to all the staff member of the Maharana Prtap College of

Management and all my friends and teacher who direct and indirect help me

during the project work

Last but not the least I would specially want to tank to my family member and

other people for their useful support

Girijendra Singh Dangi

MBA III Semester

5

CONTENTS

SLNO CHAPTER-1 PAGE NO

1 INTRODUCTION 06-08

STATEMENT OF THE PROBLEM

REVIW OF LITRATURE

CHAPTER-2 09-12

2 RESEARCH METHODOLOGY

DEFFINATION OF THE RESEARCH METHODOLGY

RESEARCH DESIGN

SAMPLE AND DATA COLLECTION

OBJECTIVE OF THE RESEARCH

SCOPE OF THE RESEARCH

IMPORTANCE OF THE RESEARCH

LIMITATION OF THE RESEARCH

CHAPTER-3 13-29

3 COMPANY PROFILE

HISTORY amp DEVELOPMENT

ORGANISTAIONAL STRUCTURE

PRODUCTSERVICE

CHAPTER-4 30-37

4 DATA ANALYSES DISCUSSION AND

GRAPHICAL REPRESNTAION

CHAPTER-5 38-42

5 CONCLUSION SUGGESTIONS AND BIBLIOGRAPHY

6

CHAPTER-1

INTRODUCTION

STATEMENT OF THE PROBLEM

Customer satisfaction a business term is a measure of how products and

services supplied by a company meet customer expectation It is seen as a key

performance indicator within business and is part of the four perspectives of a

Balanced Scorecard

In a competitive marketplace where businesses compete for customers

customer satisfaction is seen as a key differentiator and increasingly has become

a key element of business strategy

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms

Customer satisfaction is the important statement of the problem in this

project

Measuring customer satisfaction

Customer satisfaction refers to the extent to which customers are happy with the

products and services provided by a business Customer satisfaction levels can

be measured using survey techniques and questionnaires Gaining high levels of

customer satisfaction is very important to a business because satisfied customers

are most likely to be loyal and to make repeat orders and to use a wide range of

services offered by a business

7

REVIW OF LITRATURE

Customer Satisfaction

Customer satisfaction is the key to success getting our customers to tell you

whatrsquos 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 customer satisfaction 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 companyrsquos activities It also includes

suggestion for distributing the form ensuring that customer will return the form

and following up on comments

Customerrsquos satisfaction defined

The reason for a business firm to come into being is the existence of customer

who has unfilled needs and wants Customer satisfaction ha been

conceptualized in several ways It consists of expectations performance

interaction pleasured or displeasure and the evaluation of the benefits of

consumption

Customer satisfaction is result of confirmation of expectation Bajaj has been

focusing on the improvement and Excellency in the processes which it uses to

satisfy there to accomplish this it has focused on improving customer-

orientation and value chain integration Thus meeting the expectation of the

customer

Components of customer satisfaction dissatisfaction

Purchase ProcessIt refers to the actions of the customers in buying the

product Could he find product easily

8

Did he have to travel for to buy Whether proper quantities were available

Was sufficient information available

Obviously for a manufacture that exercises strong control over his distribution

channel any measurement of consumerrsquos satisfaction should include this

component

Bajaj has always been focusing on network expansion

Decision

It refers to the extent to which the customer thinks about correctness of his

decision with regard to satisfaction Apart from the product of the process the

customer might have regret about one component which would affect other

components consumers to action they must gain their attention

9

CHAPTER-2

RESEARCH METHODOLOGY

DEFFINATION OF RESEARCH METHODOLOGY

Cocotte Woodruff and Jenkins (1987) define customer satisfaction as

conceptualized as a feeling developed from an evaluation of the experience

HERE the timing of satisfaction response is driving consumption

But there is general agreement with Kotler (2003) that customer

satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance in relation to his or her

expectation In short customer satisfaction is The provision of goods or

services which fulfil the customer expectation in terms of quality and service in

relation to price paid

RESEARCH DESIGN

Survey research is the systematic gathering of information from respondents

for the purpose of understanding andor predicting some aspects of the

behaviour of the population of interest It is the most common method of

collecting primary data for marketing decisions Survey research is

concerned with administration of questionnaires (interviewing) The

survey research must be concerned with sampling questionnaire design

questionnaire administration and data analysis The administration of

questionnaire to an individual or group of individuals is called an interview A

questionnaire is simply a formalized set of questions for eliciting information

As such its function is measurement andit represents the most common form of

measurement in marketing research The report has been prepared as per the

information obtained from two sources They are

10

1 Primary data

2 Secondary data

Primary data

1 Structured questionnaire

Secondary data

1 Data from various magazines especially bike magazines

2 Internet

SAMPLE AND DATA COLLECTION

Sampling plan

Data collected has been analyzed and interpreted by percentage system and

presented in pie charts

Sampling frame

Customers visiting showrooms for servicing their pulsar motorcycles

Sampling unit

Motorcycles owners esp Bajaj Pulsar motorcycle owners

Sampling method

Desired sample size

A sample size of 100 motorcycle owners was specified

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

3

CERTIFICATE FROM SUPERVISOR

I Prasann Jain hereby certifies that the work entitled ldquoSATISFACTION LEVEL

OF CONSUMERS WITH BAJAJ AUTO ndash PULSARrdquo was prepared by the above

named student and was submitted under the faculty of managementrdquo as a

partialfull fulfillment for the conferment of MBA and the aforementioned

work to the best of my knowledge is the said studentrsquos work

Supervisor

Prof Prasann Jain

4

ACKNOWLEDGEMENT

I would like to express my deep sense of gratitude to the respectable guide

distinguished personalities for their precious suggestions and encouragement

during the project

The experience which is gained by me during this project is essential for me at

this turning point of my career

I am thankful to Dr Vijay Jain Director Maharana Pratap College of

Management for their valuable guide during the project work

I am also thankful to my project guide Prof Prasann Jain for providing me

guidance and support and every possible help during the project work

I am also thankful to Chairman Dr Narendra Singh Bhati for making all the

required recourse during the work of Project

I am also grateful to all the staff member of the Maharana Prtap College of

Management and all my friends and teacher who direct and indirect help me

during the project work

Last but not the least I would specially want to tank to my family member and

other people for their useful support

Girijendra Singh Dangi

MBA III Semester

5

CONTENTS

SLNO CHAPTER-1 PAGE NO

1 INTRODUCTION 06-08

STATEMENT OF THE PROBLEM

REVIW OF LITRATURE

CHAPTER-2 09-12

2 RESEARCH METHODOLOGY

DEFFINATION OF THE RESEARCH METHODOLGY

RESEARCH DESIGN

SAMPLE AND DATA COLLECTION

OBJECTIVE OF THE RESEARCH

SCOPE OF THE RESEARCH

IMPORTANCE OF THE RESEARCH

LIMITATION OF THE RESEARCH

CHAPTER-3 13-29

3 COMPANY PROFILE

HISTORY amp DEVELOPMENT

ORGANISTAIONAL STRUCTURE

PRODUCTSERVICE

CHAPTER-4 30-37

4 DATA ANALYSES DISCUSSION AND

GRAPHICAL REPRESNTAION

CHAPTER-5 38-42

5 CONCLUSION SUGGESTIONS AND BIBLIOGRAPHY

6

CHAPTER-1

INTRODUCTION

STATEMENT OF THE PROBLEM

Customer satisfaction a business term is a measure of how products and

services supplied by a company meet customer expectation It is seen as a key

performance indicator within business and is part of the four perspectives of a

Balanced Scorecard

In a competitive marketplace where businesses compete for customers

customer satisfaction is seen as a key differentiator and increasingly has become

a key element of business strategy

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms

Customer satisfaction is the important statement of the problem in this

project

Measuring customer satisfaction

Customer satisfaction refers to the extent to which customers are happy with the

products and services provided by a business Customer satisfaction levels can

be measured using survey techniques and questionnaires Gaining high levels of

customer satisfaction is very important to a business because satisfied customers

are most likely to be loyal and to make repeat orders and to use a wide range of

services offered by a business

7

REVIW OF LITRATURE

Customer Satisfaction

Customer satisfaction is the key to success getting our customers to tell you

whatrsquos 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 customer satisfaction 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 companyrsquos activities It also includes

suggestion for distributing the form ensuring that customer will return the form

and following up on comments

Customerrsquos satisfaction defined

The reason for a business firm to come into being is the existence of customer

who has unfilled needs and wants Customer satisfaction ha been

conceptualized in several ways It consists of expectations performance

interaction pleasured or displeasure and the evaluation of the benefits of

consumption

Customer satisfaction is result of confirmation of expectation Bajaj has been

focusing on the improvement and Excellency in the processes which it uses to

satisfy there to accomplish this it has focused on improving customer-

orientation and value chain integration Thus meeting the expectation of the

customer

Components of customer satisfaction dissatisfaction

Purchase ProcessIt refers to the actions of the customers in buying the

product Could he find product easily

8

Did he have to travel for to buy Whether proper quantities were available

Was sufficient information available

Obviously for a manufacture that exercises strong control over his distribution

channel any measurement of consumerrsquos satisfaction should include this

component

Bajaj has always been focusing on network expansion

Decision

It refers to the extent to which the customer thinks about correctness of his

decision with regard to satisfaction Apart from the product of the process the

customer might have regret about one component which would affect other

components consumers to action they must gain their attention

9

CHAPTER-2

RESEARCH METHODOLOGY

DEFFINATION OF RESEARCH METHODOLOGY

Cocotte Woodruff and Jenkins (1987) define customer satisfaction as

conceptualized as a feeling developed from an evaluation of the experience

HERE the timing of satisfaction response is driving consumption

But there is general agreement with Kotler (2003) that customer

satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance in relation to his or her

expectation In short customer satisfaction is The provision of goods or

services which fulfil the customer expectation in terms of quality and service in

relation to price paid

RESEARCH DESIGN

Survey research is the systematic gathering of information from respondents

for the purpose of understanding andor predicting some aspects of the

behaviour of the population of interest It is the most common method of

collecting primary data for marketing decisions Survey research is

concerned with administration of questionnaires (interviewing) The

survey research must be concerned with sampling questionnaire design

questionnaire administration and data analysis The administration of

questionnaire to an individual or group of individuals is called an interview A

questionnaire is simply a formalized set of questions for eliciting information

As such its function is measurement andit represents the most common form of

measurement in marketing research The report has been prepared as per the

information obtained from two sources They are

10

1 Primary data

2 Secondary data

Primary data

1 Structured questionnaire

Secondary data

1 Data from various magazines especially bike magazines

2 Internet

SAMPLE AND DATA COLLECTION

Sampling plan

Data collected has been analyzed and interpreted by percentage system and

presented in pie charts

Sampling frame

Customers visiting showrooms for servicing their pulsar motorcycles

Sampling unit

Motorcycles owners esp Bajaj Pulsar motorcycle owners

Sampling method

Desired sample size

A sample size of 100 motorcycle owners was specified

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

4

ACKNOWLEDGEMENT

I would like to express my deep sense of gratitude to the respectable guide

distinguished personalities for their precious suggestions and encouragement

during the project

The experience which is gained by me during this project is essential for me at

this turning point of my career

I am thankful to Dr Vijay Jain Director Maharana Pratap College of

Management for their valuable guide during the project work

I am also thankful to my project guide Prof Prasann Jain for providing me

guidance and support and every possible help during the project work

I am also thankful to Chairman Dr Narendra Singh Bhati for making all the

required recourse during the work of Project

I am also grateful to all the staff member of the Maharana Prtap College of

Management and all my friends and teacher who direct and indirect help me

during the project work

Last but not the least I would specially want to tank to my family member and

other people for their useful support

Girijendra Singh Dangi

MBA III Semester

5

CONTENTS

SLNO CHAPTER-1 PAGE NO

1 INTRODUCTION 06-08

STATEMENT OF THE PROBLEM

REVIW OF LITRATURE

CHAPTER-2 09-12

2 RESEARCH METHODOLOGY

DEFFINATION OF THE RESEARCH METHODOLGY

RESEARCH DESIGN

SAMPLE AND DATA COLLECTION

OBJECTIVE OF THE RESEARCH

SCOPE OF THE RESEARCH

IMPORTANCE OF THE RESEARCH

LIMITATION OF THE RESEARCH

CHAPTER-3 13-29

3 COMPANY PROFILE

HISTORY amp DEVELOPMENT

ORGANISTAIONAL STRUCTURE

PRODUCTSERVICE

CHAPTER-4 30-37

4 DATA ANALYSES DISCUSSION AND

GRAPHICAL REPRESNTAION

CHAPTER-5 38-42

5 CONCLUSION SUGGESTIONS AND BIBLIOGRAPHY

6

CHAPTER-1

INTRODUCTION

STATEMENT OF THE PROBLEM

Customer satisfaction a business term is a measure of how products and

services supplied by a company meet customer expectation It is seen as a key

performance indicator within business and is part of the four perspectives of a

Balanced Scorecard

In a competitive marketplace where businesses compete for customers

customer satisfaction is seen as a key differentiator and increasingly has become

a key element of business strategy

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms

Customer satisfaction is the important statement of the problem in this

project

Measuring customer satisfaction

Customer satisfaction refers to the extent to which customers are happy with the

products and services provided by a business Customer satisfaction levels can

be measured using survey techniques and questionnaires Gaining high levels of

customer satisfaction is very important to a business because satisfied customers

are most likely to be loyal and to make repeat orders and to use a wide range of

services offered by a business

7

REVIW OF LITRATURE

Customer Satisfaction

Customer satisfaction is the key to success getting our customers to tell you

whatrsquos 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 customer satisfaction 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 companyrsquos activities It also includes

suggestion for distributing the form ensuring that customer will return the form

and following up on comments

Customerrsquos satisfaction defined

The reason for a business firm to come into being is the existence of customer

who has unfilled needs and wants Customer satisfaction ha been

conceptualized in several ways It consists of expectations performance

interaction pleasured or displeasure and the evaluation of the benefits of

consumption

Customer satisfaction is result of confirmation of expectation Bajaj has been

focusing on the improvement and Excellency in the processes which it uses to

satisfy there to accomplish this it has focused on improving customer-

orientation and value chain integration Thus meeting the expectation of the

customer

Components of customer satisfaction dissatisfaction

Purchase ProcessIt refers to the actions of the customers in buying the

product Could he find product easily

8

Did he have to travel for to buy Whether proper quantities were available

Was sufficient information available

Obviously for a manufacture that exercises strong control over his distribution

channel any measurement of consumerrsquos satisfaction should include this

component

Bajaj has always been focusing on network expansion

Decision

It refers to the extent to which the customer thinks about correctness of his

decision with regard to satisfaction Apart from the product of the process the

customer might have regret about one component which would affect other

components consumers to action they must gain their attention

9

CHAPTER-2

RESEARCH METHODOLOGY

DEFFINATION OF RESEARCH METHODOLOGY

Cocotte Woodruff and Jenkins (1987) define customer satisfaction as

conceptualized as a feeling developed from an evaluation of the experience

HERE the timing of satisfaction response is driving consumption

But there is general agreement with Kotler (2003) that customer

satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance in relation to his or her

expectation In short customer satisfaction is The provision of goods or

services which fulfil the customer expectation in terms of quality and service in

relation to price paid

RESEARCH DESIGN

Survey research is the systematic gathering of information from respondents

for the purpose of understanding andor predicting some aspects of the

behaviour of the population of interest It is the most common method of

collecting primary data for marketing decisions Survey research is

concerned with administration of questionnaires (interviewing) The

survey research must be concerned with sampling questionnaire design

questionnaire administration and data analysis The administration of

questionnaire to an individual or group of individuals is called an interview A

questionnaire is simply a formalized set of questions for eliciting information

As such its function is measurement andit represents the most common form of

measurement in marketing research The report has been prepared as per the

information obtained from two sources They are

10

1 Primary data

2 Secondary data

Primary data

1 Structured questionnaire

Secondary data

1 Data from various magazines especially bike magazines

2 Internet

SAMPLE AND DATA COLLECTION

Sampling plan

Data collected has been analyzed and interpreted by percentage system and

presented in pie charts

Sampling frame

Customers visiting showrooms for servicing their pulsar motorcycles

Sampling unit

Motorcycles owners esp Bajaj Pulsar motorcycle owners

Sampling method

Desired sample size

A sample size of 100 motorcycle owners was specified

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

5

CONTENTS

SLNO CHAPTER-1 PAGE NO

1 INTRODUCTION 06-08

STATEMENT OF THE PROBLEM

REVIW OF LITRATURE

CHAPTER-2 09-12

2 RESEARCH METHODOLOGY

DEFFINATION OF THE RESEARCH METHODOLGY

RESEARCH DESIGN

SAMPLE AND DATA COLLECTION

OBJECTIVE OF THE RESEARCH

SCOPE OF THE RESEARCH

IMPORTANCE OF THE RESEARCH

LIMITATION OF THE RESEARCH

CHAPTER-3 13-29

3 COMPANY PROFILE

HISTORY amp DEVELOPMENT

ORGANISTAIONAL STRUCTURE

PRODUCTSERVICE

CHAPTER-4 30-37

4 DATA ANALYSES DISCUSSION AND

GRAPHICAL REPRESNTAION

CHAPTER-5 38-42

5 CONCLUSION SUGGESTIONS AND BIBLIOGRAPHY

6

CHAPTER-1

INTRODUCTION

STATEMENT OF THE PROBLEM

Customer satisfaction a business term is a measure of how products and

services supplied by a company meet customer expectation It is seen as a key

performance indicator within business and is part of the four perspectives of a

Balanced Scorecard

In a competitive marketplace where businesses compete for customers

customer satisfaction is seen as a key differentiator and increasingly has become

a key element of business strategy

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms

Customer satisfaction is the important statement of the problem in this

project

Measuring customer satisfaction

Customer satisfaction refers to the extent to which customers are happy with the

products and services provided by a business Customer satisfaction levels can

be measured using survey techniques and questionnaires Gaining high levels of

customer satisfaction is very important to a business because satisfied customers

are most likely to be loyal and to make repeat orders and to use a wide range of

services offered by a business

7

REVIW OF LITRATURE

Customer Satisfaction

Customer satisfaction is the key to success getting our customers to tell you

whatrsquos 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 customer satisfaction 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 companyrsquos activities It also includes

suggestion for distributing the form ensuring that customer will return the form

and following up on comments

Customerrsquos satisfaction defined

The reason for a business firm to come into being is the existence of customer

who has unfilled needs and wants Customer satisfaction ha been

conceptualized in several ways It consists of expectations performance

interaction pleasured or displeasure and the evaluation of the benefits of

consumption

Customer satisfaction is result of confirmation of expectation Bajaj has been

focusing on the improvement and Excellency in the processes which it uses to

satisfy there to accomplish this it has focused on improving customer-

orientation and value chain integration Thus meeting the expectation of the

customer

Components of customer satisfaction dissatisfaction

Purchase ProcessIt refers to the actions of the customers in buying the

product Could he find product easily

8

Did he have to travel for to buy Whether proper quantities were available

Was sufficient information available

Obviously for a manufacture that exercises strong control over his distribution

channel any measurement of consumerrsquos satisfaction should include this

component

Bajaj has always been focusing on network expansion

Decision

It refers to the extent to which the customer thinks about correctness of his

decision with regard to satisfaction Apart from the product of the process the

customer might have regret about one component which would affect other

components consumers to action they must gain their attention

9

CHAPTER-2

RESEARCH METHODOLOGY

DEFFINATION OF RESEARCH METHODOLOGY

Cocotte Woodruff and Jenkins (1987) define customer satisfaction as

conceptualized as a feeling developed from an evaluation of the experience

HERE the timing of satisfaction response is driving consumption

But there is general agreement with Kotler (2003) that customer

satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance in relation to his or her

expectation In short customer satisfaction is The provision of goods or

services which fulfil the customer expectation in terms of quality and service in

relation to price paid

RESEARCH DESIGN

Survey research is the systematic gathering of information from respondents

for the purpose of understanding andor predicting some aspects of the

behaviour of the population of interest It is the most common method of

collecting primary data for marketing decisions Survey research is

concerned with administration of questionnaires (interviewing) The

survey research must be concerned with sampling questionnaire design

questionnaire administration and data analysis The administration of

questionnaire to an individual or group of individuals is called an interview A

questionnaire is simply a formalized set of questions for eliciting information

As such its function is measurement andit represents the most common form of

measurement in marketing research The report has been prepared as per the

information obtained from two sources They are

10

1 Primary data

2 Secondary data

Primary data

1 Structured questionnaire

Secondary data

1 Data from various magazines especially bike magazines

2 Internet

SAMPLE AND DATA COLLECTION

Sampling plan

Data collected has been analyzed and interpreted by percentage system and

presented in pie charts

Sampling frame

Customers visiting showrooms for servicing their pulsar motorcycles

Sampling unit

Motorcycles owners esp Bajaj Pulsar motorcycle owners

Sampling method

Desired sample size

A sample size of 100 motorcycle owners was specified

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

6

CHAPTER-1

INTRODUCTION

STATEMENT OF THE PROBLEM

Customer satisfaction a business term is a measure of how products and

services supplied by a company meet customer expectation It is seen as a key

performance indicator within business and is part of the four perspectives of a

Balanced Scorecard

In a competitive marketplace where businesses compete for customers

customer satisfaction is seen as a key differentiator and increasingly has become

a key element of business strategy

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms

Customer satisfaction is the important statement of the problem in this

project

Measuring customer satisfaction

Customer satisfaction refers to the extent to which customers are happy with the

products and services provided by a business Customer satisfaction levels can

be measured using survey techniques and questionnaires Gaining high levels of

customer satisfaction is very important to a business because satisfied customers

are most likely to be loyal and to make repeat orders and to use a wide range of

services offered by a business

7

REVIW OF LITRATURE

Customer Satisfaction

Customer satisfaction is the key to success getting our customers to tell you

whatrsquos 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 customer satisfaction 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 companyrsquos activities It also includes

suggestion for distributing the form ensuring that customer will return the form

and following up on comments

Customerrsquos satisfaction defined

The reason for a business firm to come into being is the existence of customer

who has unfilled needs and wants Customer satisfaction ha been

conceptualized in several ways It consists of expectations performance

interaction pleasured or displeasure and the evaluation of the benefits of

consumption

Customer satisfaction is result of confirmation of expectation Bajaj has been

focusing on the improvement and Excellency in the processes which it uses to

satisfy there to accomplish this it has focused on improving customer-

orientation and value chain integration Thus meeting the expectation of the

customer

Components of customer satisfaction dissatisfaction

Purchase ProcessIt refers to the actions of the customers in buying the

product Could he find product easily

8

Did he have to travel for to buy Whether proper quantities were available

Was sufficient information available

Obviously for a manufacture that exercises strong control over his distribution

channel any measurement of consumerrsquos satisfaction should include this

component

Bajaj has always been focusing on network expansion

Decision

It refers to the extent to which the customer thinks about correctness of his

decision with regard to satisfaction Apart from the product of the process the

customer might have regret about one component which would affect other

components consumers to action they must gain their attention

9

CHAPTER-2

RESEARCH METHODOLOGY

DEFFINATION OF RESEARCH METHODOLOGY

Cocotte Woodruff and Jenkins (1987) define customer satisfaction as

conceptualized as a feeling developed from an evaluation of the experience

HERE the timing of satisfaction response is driving consumption

But there is general agreement with Kotler (2003) that customer

satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance in relation to his or her

expectation In short customer satisfaction is The provision of goods or

services which fulfil the customer expectation in terms of quality and service in

relation to price paid

RESEARCH DESIGN

Survey research is the systematic gathering of information from respondents

for the purpose of understanding andor predicting some aspects of the

behaviour of the population of interest It is the most common method of

collecting primary data for marketing decisions Survey research is

concerned with administration of questionnaires (interviewing) The

survey research must be concerned with sampling questionnaire design

questionnaire administration and data analysis The administration of

questionnaire to an individual or group of individuals is called an interview A

questionnaire is simply a formalized set of questions for eliciting information

As such its function is measurement andit represents the most common form of

measurement in marketing research The report has been prepared as per the

information obtained from two sources They are

10

1 Primary data

2 Secondary data

Primary data

1 Structured questionnaire

Secondary data

1 Data from various magazines especially bike magazines

2 Internet

SAMPLE AND DATA COLLECTION

Sampling plan

Data collected has been analyzed and interpreted by percentage system and

presented in pie charts

Sampling frame

Customers visiting showrooms for servicing their pulsar motorcycles

Sampling unit

Motorcycles owners esp Bajaj Pulsar motorcycle owners

Sampling method

Desired sample size

A sample size of 100 motorcycle owners was specified

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

7

REVIW OF LITRATURE

Customer Satisfaction

Customer satisfaction is the key to success getting our customers to tell you

whatrsquos 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 customer satisfaction 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 companyrsquos activities It also includes

suggestion for distributing the form ensuring that customer will return the form

and following up on comments

Customerrsquos satisfaction defined

The reason for a business firm to come into being is the existence of customer

who has unfilled needs and wants Customer satisfaction ha been

conceptualized in several ways It consists of expectations performance

interaction pleasured or displeasure and the evaluation of the benefits of

consumption

Customer satisfaction is result of confirmation of expectation Bajaj has been

focusing on the improvement and Excellency in the processes which it uses to

satisfy there to accomplish this it has focused on improving customer-

orientation and value chain integration Thus meeting the expectation of the

customer

Components of customer satisfaction dissatisfaction

Purchase ProcessIt refers to the actions of the customers in buying the

product Could he find product easily

8

Did he have to travel for to buy Whether proper quantities were available

Was sufficient information available

Obviously for a manufacture that exercises strong control over his distribution

channel any measurement of consumerrsquos satisfaction should include this

component

Bajaj has always been focusing on network expansion

Decision

It refers to the extent to which the customer thinks about correctness of his

decision with regard to satisfaction Apart from the product of the process the

customer might have regret about one component which would affect other

components consumers to action they must gain their attention

9

CHAPTER-2

RESEARCH METHODOLOGY

DEFFINATION OF RESEARCH METHODOLOGY

Cocotte Woodruff and Jenkins (1987) define customer satisfaction as

conceptualized as a feeling developed from an evaluation of the experience

HERE the timing of satisfaction response is driving consumption

But there is general agreement with Kotler (2003) that customer

satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance in relation to his or her

expectation In short customer satisfaction is The provision of goods or

services which fulfil the customer expectation in terms of quality and service in

relation to price paid

RESEARCH DESIGN

Survey research is the systematic gathering of information from respondents

for the purpose of understanding andor predicting some aspects of the

behaviour of the population of interest It is the most common method of

collecting primary data for marketing decisions Survey research is

concerned with administration of questionnaires (interviewing) The

survey research must be concerned with sampling questionnaire design

questionnaire administration and data analysis The administration of

questionnaire to an individual or group of individuals is called an interview A

questionnaire is simply a formalized set of questions for eliciting information

As such its function is measurement andit represents the most common form of

measurement in marketing research The report has been prepared as per the

information obtained from two sources They are

10

1 Primary data

2 Secondary data

Primary data

1 Structured questionnaire

Secondary data

1 Data from various magazines especially bike magazines

2 Internet

SAMPLE AND DATA COLLECTION

Sampling plan

Data collected has been analyzed and interpreted by percentage system and

presented in pie charts

Sampling frame

Customers visiting showrooms for servicing their pulsar motorcycles

Sampling unit

Motorcycles owners esp Bajaj Pulsar motorcycle owners

Sampling method

Desired sample size

A sample size of 100 motorcycle owners was specified

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

8

Did he have to travel for to buy Whether proper quantities were available

Was sufficient information available

Obviously for a manufacture that exercises strong control over his distribution

channel any measurement of consumerrsquos satisfaction should include this

component

Bajaj has always been focusing on network expansion

Decision

It refers to the extent to which the customer thinks about correctness of his

decision with regard to satisfaction Apart from the product of the process the

customer might have regret about one component which would affect other

components consumers to action they must gain their attention

9

CHAPTER-2

RESEARCH METHODOLOGY

DEFFINATION OF RESEARCH METHODOLOGY

Cocotte Woodruff and Jenkins (1987) define customer satisfaction as

conceptualized as a feeling developed from an evaluation of the experience

HERE the timing of satisfaction response is driving consumption

But there is general agreement with Kotler (2003) that customer

satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance in relation to his or her

expectation In short customer satisfaction is The provision of goods or

services which fulfil the customer expectation in terms of quality and service in

relation to price paid

RESEARCH DESIGN

Survey research is the systematic gathering of information from respondents

for the purpose of understanding andor predicting some aspects of the

behaviour of the population of interest It is the most common method of

collecting primary data for marketing decisions Survey research is

concerned with administration of questionnaires (interviewing) The

survey research must be concerned with sampling questionnaire design

questionnaire administration and data analysis The administration of

questionnaire to an individual or group of individuals is called an interview A

questionnaire is simply a formalized set of questions for eliciting information

As such its function is measurement andit represents the most common form of

measurement in marketing research The report has been prepared as per the

information obtained from two sources They are

10

1 Primary data

2 Secondary data

Primary data

1 Structured questionnaire

Secondary data

1 Data from various magazines especially bike magazines

2 Internet

SAMPLE AND DATA COLLECTION

Sampling plan

Data collected has been analyzed and interpreted by percentage system and

presented in pie charts

Sampling frame

Customers visiting showrooms for servicing their pulsar motorcycles

Sampling unit

Motorcycles owners esp Bajaj Pulsar motorcycle owners

Sampling method

Desired sample size

A sample size of 100 motorcycle owners was specified

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

9

CHAPTER-2

RESEARCH METHODOLOGY

DEFFINATION OF RESEARCH METHODOLOGY

Cocotte Woodruff and Jenkins (1987) define customer satisfaction as

conceptualized as a feeling developed from an evaluation of the experience

HERE the timing of satisfaction response is driving consumption

But there is general agreement with Kotler (2003) that customer

satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance in relation to his or her

expectation In short customer satisfaction is The provision of goods or

services which fulfil the customer expectation in terms of quality and service in

relation to price paid

RESEARCH DESIGN

Survey research is the systematic gathering of information from respondents

for the purpose of understanding andor predicting some aspects of the

behaviour of the population of interest It is the most common method of

collecting primary data for marketing decisions Survey research is

concerned with administration of questionnaires (interviewing) The

survey research must be concerned with sampling questionnaire design

questionnaire administration and data analysis The administration of

questionnaire to an individual or group of individuals is called an interview A

questionnaire is simply a formalized set of questions for eliciting information

As such its function is measurement andit represents the most common form of

measurement in marketing research The report has been prepared as per the

information obtained from two sources They are

10

1 Primary data

2 Secondary data

Primary data

1 Structured questionnaire

Secondary data

1 Data from various magazines especially bike magazines

2 Internet

SAMPLE AND DATA COLLECTION

Sampling plan

Data collected has been analyzed and interpreted by percentage system and

presented in pie charts

Sampling frame

Customers visiting showrooms for servicing their pulsar motorcycles

Sampling unit

Motorcycles owners esp Bajaj Pulsar motorcycle owners

Sampling method

Desired sample size

A sample size of 100 motorcycle owners was specified

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

10

1 Primary data

2 Secondary data

Primary data

1 Structured questionnaire

Secondary data

1 Data from various magazines especially bike magazines

2 Internet

SAMPLE AND DATA COLLECTION

Sampling plan

Data collected has been analyzed and interpreted by percentage system and

presented in pie charts

Sampling frame

Customers visiting showrooms for servicing their pulsar motorcycles

Sampling unit

Motorcycles owners esp Bajaj Pulsar motorcycle owners

Sampling method

Desired sample size

A sample size of 100 motorcycle owners was specified

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

11

OBJECTIVE OF THE RESEARCH

The objective of the study is ldquoCompany image Bajaj and Survey research

to measure customer satisfaction towards Bajaj Pulsarrdquo

To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles

To measure customer satisfaction of Bajaj pulsar motorcycle owners

To know the tastes and preferences of people of when it comes to Pulsar

bikes

To find the reasons for buying Pulsar motorcycle

SCOPE OF THE RESEARCH

The satisfaction level of the customer study will help to know the

performance of Surjeet bajaj Motors amp it also help the management can

emphasize on their weaker areas for improvement

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

12

IMPORTANCE OF THE RESEARCH

It costs at least 7 times more to source a new customer than it does to

retain existing one a satisfied customer tells 5-7 people in a year whilst a

dissatisfied customer will tell 14-15 people

Companies can boost profits anywhere from 25 to 125 by retaining a

mere 5 more of their existing customers

Totally satisfied customers were 6 times more likely to use that services

and commend it than satisfied customers

Customers who have a bad experience with you and do not complain are

only 37 likely to still do business with you

Customers who have an opportunity to complain and the complaint is

achieved are 95 likely to still do business with you

LIMITATION OF THE RESEARCH

The responses given by the respondents may not be true

The respondents may be careless in responding to the questionnaire

The respondents may be illiterate

There may be respondentrsquos bias

Even though utmost care has been taken in conducting the

survey the findings may sometimes differ from the population

The study is conducted of academic nature

The split happened 1 year before the study not giving the long

run result of Hero Motors Bikes

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

13

CHAPTER-3

BRIEF PROFILE OF THE COMPANY

HISTORY AND DEVELOPEMENT

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 The brand Pulsar is continually dominating the Indian

motorcycle market in the premium segment 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 auto parts

Bajaj Brand Identity

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 is by our own vision Everything we do must

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

customerrsquos experience In doing so we ensure a special place for ourselves in

the heats and minds of our customers

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

14

Bajaj Brand Essence

Our brand Essence is the soul of our brand Our brand essence

encapsulates our mission at Bajaj

It is the singular representation of our terms of endearment with our

customers it provides the basis on which we grow profitably in the market Our

brand essence is excitement Bajaj strives to inspire confidence through

excitement engineering Blending together youthful creativity and competitive

technology to exceed the spoken and the implicit expectation of our customers

By challenging the given By exploring the unknown and thereby stretching

ourselves towards tomorrow today

Bajaj Brand Values

We live our brand by its values of learning innovation Perfection speed

and transparency Bajaj will constantly inspire confidence through excitement

engineering

Learning Learning is how we ensure proactively It is a value that embraces

knowledge as 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 to reach 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

our determination 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

sharply responsive Mirroring our commitment towards our goals and processes

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

15

Transparency Transparency is how we characterize ourselves It is a value

that makes us worthy of credibility through integrity of trust through sensitivity

and of loyalty through interdependence

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

16

Industry Profile

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two amp Three Wheelers

Business Group The Bajaj Group

Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO

Presence Distribution network covers 50 countries

Dominant presence in Sri Lanka Bangladesh Columbia

Guatemala Peru Egypt Iran and Indonesia

Joint Venture Kawasaki Heavy Industries of Japan

Registered amp Head

Office

Akurdi Pune - 411035

India

Tel +(91)-(20)-27472851

Fax +(91)-(20)-27473398

Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad

431136

Chakan Industrial Area Chakan Pune 411501

E-mail rahulBajajBajajautocoin

Website wwwBajajautocom

17

Management profile

Rahul Bajaj Chairman

Madhur Bajaj Vice Chairman

Rajiv Bajaj Managing Director

Sanjiv Bajaj Executive Director

Ranjit 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 amp Sales - 2Wh)

V S Raghavan Vice President (Corporate Finance)

S Ravikumar Vice President (Business Development)

K Srinivas Vice President (Human Resources)

Abraham Joseph General Manager (Research amp Development)

J Sridhar Company Secretary

18

Board of Directors

Rahul Bajaj Chairman

Madhur Bajaj Vice Chairman amp Whole-Time Director

Rajiv Bajaj Managing Director

Sanjiv Bajaj Executive Director

DS Mehta Whole-Time Director

Kantikumar R Podar Director

Shekhar Bajaj Director

DJ Balaji Rao Director

JN Godrej Director

SH Khan Director

Mrs Suman Kirloskar Director

Naresh Chandra Director

Nanoo Pamnani Director

Manish Kejriwal Director

P Murari Director

Niraj Bajaj Director

19

Committees of the Board

Audit Committee

SH Khan Chairman

DJ Balaji Rao

JN Godrej

Naresh Chandra

Nanoo Pamnani

Shareholdersrsquo amp Investorsrsquo Grievance committee

DJ Balaji Rao Chairman

JN Godrej

Naresh Chandra

S H Khan

Remuneration committee

DJ Balaji Rao Chairman

SH Khan

Naresh Chandra

Registered under the Indian Companies Act VII of 1913

REGISTERED

OFFICE

Akurdi Pune 411 035

WORKS Akurdi Pune 411 035

Bajaj Nagar Waluj Aurangabad 431 136

Chakan Industrial Area Chakan Pune 411 501

Plot No 2 Sectoe 10 Pant Nagar Rudrapur

20

Awards

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 amp 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 2004 2004 Business Standard Motoring

Bajaj Pulsar 180 DTS-i BBC World

Wheels Viewers Choice Two

Wheeler of Year 2003

2003 BBC World Wheels Award

2003

21

Bajaj Pulsar 180 DTS-i BBC World

Wheels Award for Best Two Wheeler

between Rs 55000 to Rs 70000

2003 BBC World Wheels Award

2003

Bajaj Pulsar 150 DTS-i BBC World

Wheels Award for Best Two Wheeler

between Rs 45000 to Rs 55000

2003 BBC World Wheels Award

2003

Bajaj Boxer AT KTEC BBC World

Wheels Award for Best Two Wheeler

under Rs 30000

2003 BBC World Wheels Award

2003

Bajaj Pulsar - Motorcycle Total

Customer Satisfaction Study

2003 NFO Automotive

Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE

Awards 2003

Bajaj Pulsar - Most exciting bike of

the year

2002 OVERDRIVE Awards

Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards

Bajaj Eliminator - Most exciting bike

of the year

2001 OVERDRIVE Awards

22

Award Year By

Chakan Plant Super Platinum Award for

Manufacturing Excellence

2006-07 Frost and Sullivan

Chakan amp Waluj Plants Audit Passed for

TPM Excellence Award

2006-07 TPM

Bikemaker of the Year 2006-07 Overdrive Awards

Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India

All India Trophy for Highest Exporter 1998-99 EEPC

Focus LAC Award for Outstanding

Performance

1998-99 India Trade Promotion

Organisation

Export Excellence 1998-99 EEPC

Certificate of Merit 1998-99 India Trade Promotion

Organisation

Award for Export Excellence 1997-98 EEPC

Export Excellence 1997-98 MCCIIA

All India Trophy for Highest Exporter 1997-98 EEPC

Top Exporter Shield ndash Western Region 1996-97 EEPC

Export Excellence 1996-97 MCCIA

Regional Top Exporter - Large Scale

Manufacturer

1995-96 EEPC

Highest Export Performance 1995-96 EEPC

Outstanding Export Performance 1995-96 Government of India

Ministry of Commerce

Export Excellence Award 1995-96 MCCIA

Top Exporter Shield ndash Western Region 1995-96 EEPC

Certificate of Merit 1995-96 Government of India

Ministry of Commerce

Award for Export Excellence 1994-95 EEPC

Regional Top Exporter - Large Scale

Manufacturer

1994-95 EEPC

All India Special Shield - Consumer

Durables Exporter

1994-95 EEPC

National Export award for Outstanding

Performance

1994-95 Government of India

Ministry of Commerce

23

Western Region Top Export Award 1994-95 EEPC

All India Special Shield - Consumer

Durables

1994-95 EEPC

Regional Special Shield - Capital Goods

Category

1993-94 EEPC

Award for Export Excellence 1993-94 EEPC

Capital Goods Export 1992-93 EEPC

Regional Special Shield - Capital Goods

Category

1990-91 EEPC

Certificate of Export Excellence 1986-87 EEPC

Certificate of Export Recognition 1980-81 EEPC

Certificate of Export Recognition 1979-80 EEPC

Award for Export Excellence 1979-80 EEPC

Certificate of Merit 1978-79 Government of India

Ministry of Commerce

Certificate of Export Recognition 1978-79 EEPC

Award for Export Excellence 1977-78 EEPC

Certificate of Export Recognition 1977-78 EEPC

Export Promotion 1976 FICCI

Golden Jubilee Export Year Award 1976 FICCI

Export Excellence 1975-76 EEPC

24

Rahul Bajaj

Chairman

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 Head of the Bajaj Group of companies

Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did

his MBA from Lausanne Switzerland Joined as DGM in March 1983 took

over as General Manager Aurangabad Division in June 1986 as its Chief

Executive in October 1988 he became President of Bajaj Auto in September

1994 Executive Director in May 2000 and as Vice Chairman in July 2001

Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing

Director on 1st April 2005 is a Mechanical Engineer from Pune University He

later did his Masters in Manufacturing Systems Engineering from the University

of Warwick Joined as Officer on Special Duty in 1990 took over as General

Manager (Products) in February 1993 as Vice President (Products) in June

1995 President in May 2000 President amp Whole Time Director in March 2002

Joint Managing Director in March 2003

Sanjiv Bajaj

(Executive Director) Joined as Officer on Special Duty in 1994 took over as

Executive Director 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 with Masters in Manufacturing Systems from University

of Warwick and MBA from Harvard Business School

25

N H Hingorani

(Vice President (Materials))Joined in 1997 as General Manager (Materials)

took over as Vice President (Materials) in 1998 He is a Mechanical Engineer

from Malaviya Regional Engineering College Jaipur

Ranjit Gupta

(Vice President (Insurance)) Joined as General Manager (Co-ordination) in

1988 and rose to become Vice President (Materials) in 1995 Vice President

(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp

Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical

Engineers Honoured with fellowship of Institute of Electrical Engineering

(London) and membership of Institute of Mechanical ENGG London

C P Tripathi

(Vice President (Operations))Joined in January 1996 as Vice President (Waluj

plant) and is now Vice President (Operations) He is a Science Graduate from

Agra University Later he did Mechanical Engineering from Indian Institute of

Technology Kharagpur

Kevin P D Sa

(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is

now Vice President (Finance) He is a BCom graduate Later he did CA in

1978 and ICWA in 1981

26

Pradeep Shrivastava

(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is

now Vice President (Engineering) He is a Mechanical Engineer and later did

post graduate diploma in Production and Finance in 1986

S Sridhar

(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in

March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a

Engineering Graduate in Agriculture

Sales figures

OEM F12 F11 Growth ()

1 Bajaj 3834405 3387043 1321

2 Hero Moto corp 6235205 5402444 1541

3 TVS 2158375 2006808 755

4 Honda (scooters) 1240771 907832 3667

Honda (Motorcycle) 866457 748895 1570

Hero ndash HMSI 2107228 1656727 2719

5 Yamaha 484891 373100 2996

6 Suzuki 340893 282156 2082

7 Mahindra 134750 163935 -1780

27

ORGANISATION STRUCTURE

ORGANIZATION CHART

Manager SSO

Sales Manager Service Manager

Spares Manager

Sales Executives

Assistants

Supervisor

Workers

Managing Director

28

BAJAJ PULSAR

Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India The two

wheeler was developed by the product engineering division of Bajaj Auto in

association with motorcycle designer Glynn Kerr Tokyo RampD Currently there

are four variants available -with engine capacities of 135 cc 150 cc 180 cc and

220 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 sold

by November 2005 2009 sales of more than Pulsar is the leader in the 150 cc

segment in India with a market share of 43

Premium Segment Bike

Bajaj Pulsar DTS-i

The Bajaj Pulsar DTS-I with its 150 and 180cc 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

wheel

Features

DTS-I engine

21

Bajaj Pulsar 180 DTS-i BBC World

Wheels Award for Best Two Wheeler

between Rs 55000 to Rs 70000

2003 BBC World Wheels Award

2003

Bajaj Pulsar 150 DTS-i BBC World

Wheels Award for Best Two Wheeler

between Rs 45000 to Rs 55000

2003 BBC World Wheels Award

2003

Bajaj Boxer AT KTEC BBC World

Wheels Award for Best Two Wheeler

under Rs 30000

2003 BBC World Wheels Award

2003

Bajaj Pulsar - Motorcycle Total

Customer Satisfaction Study

2003 NFO Automotive

Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE

Awards 2003

Bajaj Pulsar - Most exciting bike of

the year

2002 OVERDRIVE Awards

Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards

Bajaj Eliminator - Most exciting bike

of the year

2001 OVERDRIVE Awards

22

Award Year By

Chakan Plant Super Platinum Award for

Manufacturing Excellence

2006-07 Frost and Sullivan

Chakan amp Waluj Plants Audit Passed for

TPM Excellence Award

2006-07 TPM

Bikemaker of the Year 2006-07 Overdrive Awards

Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India

All India Trophy for Highest Exporter 1998-99 EEPC

Focus LAC Award for Outstanding

Performance

1998-99 India Trade Promotion

Organisation

Export Excellence 1998-99 EEPC

Certificate of Merit 1998-99 India Trade Promotion

Organisation

Award for Export Excellence 1997-98 EEPC

Export Excellence 1997-98 MCCIIA

All India Trophy for Highest Exporter 1997-98 EEPC

Top Exporter Shield ndash Western Region 1996-97 EEPC

Export Excellence 1996-97 MCCIA

Regional Top Exporter - Large Scale

Manufacturer

1995-96 EEPC

Highest Export Performance 1995-96 EEPC

Outstanding Export Performance 1995-96 Government of India

Ministry of Commerce

Export Excellence Award 1995-96 MCCIA

Top Exporter Shield ndash Western Region 1995-96 EEPC

Certificate of Merit 1995-96 Government of India

Ministry of Commerce

Award for Export Excellence 1994-95 EEPC

Regional Top Exporter - Large Scale

Manufacturer

1994-95 EEPC

All India Special Shield - Consumer

Durables Exporter

1994-95 EEPC

National Export award for Outstanding

Performance

1994-95 Government of India

Ministry of Commerce

23

Western Region Top Export Award 1994-95 EEPC

All India Special Shield - Consumer

Durables

1994-95 EEPC

Regional Special Shield - Capital Goods

Category

1993-94 EEPC

Award for Export Excellence 1993-94 EEPC

Capital Goods Export 1992-93 EEPC

Regional Special Shield - Capital Goods

Category

1990-91 EEPC

Certificate of Export Excellence 1986-87 EEPC

Certificate of Export Recognition 1980-81 EEPC

Certificate of Export Recognition 1979-80 EEPC

Award for Export Excellence 1979-80 EEPC

Certificate of Merit 1978-79 Government of India

Ministry of Commerce

Certificate of Export Recognition 1978-79 EEPC

Award for Export Excellence 1977-78 EEPC

Certificate of Export Recognition 1977-78 EEPC

Export Promotion 1976 FICCI

Golden Jubilee Export Year Award 1976 FICCI

Export Excellence 1975-76 EEPC

24

Rahul Bajaj

Chairman

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 Head of the Bajaj Group of companies

Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did

his MBA from Lausanne Switzerland Joined as DGM in March 1983 took

over as General Manager Aurangabad Division in June 1986 as its Chief

Executive in October 1988 he became President of Bajaj Auto in September

1994 Executive Director in May 2000 and as Vice Chairman in July 2001

Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing

Director on 1st April 2005 is a Mechanical Engineer from Pune University He

later did his Masters in Manufacturing Systems Engineering from the University

of Warwick Joined as Officer on Special Duty in 1990 took over as General

Manager (Products) in February 1993 as Vice President (Products) in June

1995 President in May 2000 President amp Whole Time Director in March 2002

Joint Managing Director in March 2003

Sanjiv Bajaj

(Executive Director) Joined as Officer on Special Duty in 1994 took over as

Executive Director 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 with Masters in Manufacturing Systems from University

of Warwick and MBA from Harvard Business School

25

N H Hingorani

(Vice President (Materials))Joined in 1997 as General Manager (Materials)

took over as Vice President (Materials) in 1998 He is a Mechanical Engineer

from Malaviya Regional Engineering College Jaipur

Ranjit Gupta

(Vice President (Insurance)) Joined as General Manager (Co-ordination) in

1988 and rose to become Vice President (Materials) in 1995 Vice President

(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp

Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical

Engineers Honoured with fellowship of Institute of Electrical Engineering

(London) and membership of Institute of Mechanical ENGG London

C P Tripathi

(Vice President (Operations))Joined in January 1996 as Vice President (Waluj

plant) and is now Vice President (Operations) He is a Science Graduate from

Agra University Later he did Mechanical Engineering from Indian Institute of

Technology Kharagpur

Kevin P D Sa

(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is

now Vice President (Finance) He is a BCom graduate Later he did CA in

1978 and ICWA in 1981

26

Pradeep Shrivastava

(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is

now Vice President (Engineering) He is a Mechanical Engineer and later did

post graduate diploma in Production and Finance in 1986

S Sridhar

(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in

March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a

Engineering Graduate in Agriculture

Sales figures

OEM F12 F11 Growth ()

1 Bajaj 3834405 3387043 1321

2 Hero Moto corp 6235205 5402444 1541

3 TVS 2158375 2006808 755

4 Honda (scooters) 1240771 907832 3667

Honda (Motorcycle) 866457 748895 1570

Hero ndash HMSI 2107228 1656727 2719

5 Yamaha 484891 373100 2996

6 Suzuki 340893 282156 2082

7 Mahindra 134750 163935 -1780

27

ORGANISATION STRUCTURE

ORGANIZATION CHART

Manager SSO

Sales Manager Service Manager

Spares Manager

Sales Executives

Assistants

Supervisor

Workers

Managing Director

28

BAJAJ PULSAR

Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India The two

wheeler was developed by the product engineering division of Bajaj Auto in

association with motorcycle designer Glynn Kerr Tokyo RampD Currently there

are four variants available -with engine capacities of 135 cc 150 cc 180 cc and

220 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 sold

by November 2005 2009 sales of more than Pulsar is the leader in the 150 cc

segment in India with a market share of 43

Premium Segment Bike

Bajaj Pulsar DTS-i

The Bajaj Pulsar DTS-I with its 150 and 180cc 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

wheel

Features

DTS-I engine

22

Award Year By

Chakan Plant Super Platinum Award for

Manufacturing Excellence

2006-07 Frost and Sullivan

Chakan amp Waluj Plants Audit Passed for

TPM Excellence Award

2006-07 TPM

Bikemaker of the Year 2006-07 Overdrive Awards

Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India

All India Trophy for Highest Exporter 1998-99 EEPC

Focus LAC Award for Outstanding

Performance

1998-99 India Trade Promotion

Organisation

Export Excellence 1998-99 EEPC

Certificate of Merit 1998-99 India Trade Promotion

Organisation

Award for Export Excellence 1997-98 EEPC

Export Excellence 1997-98 MCCIIA

All India Trophy for Highest Exporter 1997-98 EEPC

Top Exporter Shield ndash Western Region 1996-97 EEPC

Export Excellence 1996-97 MCCIA

Regional Top Exporter - Large Scale

Manufacturer

1995-96 EEPC

Highest Export Performance 1995-96 EEPC

Outstanding Export Performance 1995-96 Government of India

Ministry of Commerce

Export Excellence Award 1995-96 MCCIA

Top Exporter Shield ndash Western Region 1995-96 EEPC

Certificate of Merit 1995-96 Government of India

Ministry of Commerce

Award for Export Excellence 1994-95 EEPC

Regional Top Exporter - Large Scale

Manufacturer

1994-95 EEPC

All India Special Shield - Consumer

Durables Exporter

1994-95 EEPC

National Export award for Outstanding

Performance

1994-95 Government of India

Ministry of Commerce

23

Western Region Top Export Award 1994-95 EEPC

All India Special Shield - Consumer

Durables

1994-95 EEPC

Regional Special Shield - Capital Goods

Category

1993-94 EEPC

Award for Export Excellence 1993-94 EEPC

Capital Goods Export 1992-93 EEPC

Regional Special Shield - Capital Goods

Category

1990-91 EEPC

Certificate of Export Excellence 1986-87 EEPC

Certificate of Export Recognition 1980-81 EEPC

Certificate of Export Recognition 1979-80 EEPC

Award for Export Excellence 1979-80 EEPC

Certificate of Merit 1978-79 Government of India

Ministry of Commerce

Certificate of Export Recognition 1978-79 EEPC

Award for Export Excellence 1977-78 EEPC

Certificate of Export Recognition 1977-78 EEPC

Export Promotion 1976 FICCI

Golden Jubilee Export Year Award 1976 FICCI

Export Excellence 1975-76 EEPC

24

Rahul Bajaj

Chairman

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 Head of the Bajaj Group of companies

Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did

his MBA from Lausanne Switzerland Joined as DGM in March 1983 took

over as General Manager Aurangabad Division in June 1986 as its Chief

Executive in October 1988 he became President of Bajaj Auto in September

1994 Executive Director in May 2000 and as Vice Chairman in July 2001

Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing

Director on 1st April 2005 is a Mechanical Engineer from Pune University He

later did his Masters in Manufacturing Systems Engineering from the University

of Warwick Joined as Officer on Special Duty in 1990 took over as General

Manager (Products) in February 1993 as Vice President (Products) in June

1995 President in May 2000 President amp Whole Time Director in March 2002

Joint Managing Director in March 2003

Sanjiv Bajaj

(Executive Director) Joined as Officer on Special Duty in 1994 took over as

Executive Director 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 with Masters in Manufacturing Systems from University

of Warwick and MBA from Harvard Business School

25

N H Hingorani

(Vice President (Materials))Joined in 1997 as General Manager (Materials)

took over as Vice President (Materials) in 1998 He is a Mechanical Engineer

from Malaviya Regional Engineering College Jaipur

Ranjit Gupta

(Vice President (Insurance)) Joined as General Manager (Co-ordination) in

1988 and rose to become Vice President (Materials) in 1995 Vice President

(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp

Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical

Engineers Honoured with fellowship of Institute of Electrical Engineering

(London) and membership of Institute of Mechanical ENGG London

C P Tripathi

(Vice President (Operations))Joined in January 1996 as Vice President (Waluj

plant) and is now Vice President (Operations) He is a Science Graduate from

Agra University Later he did Mechanical Engineering from Indian Institute of

Technology Kharagpur

Kevin P D Sa

(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is

now Vice President (Finance) He is a BCom graduate Later he did CA in

1978 and ICWA in 1981

26

Pradeep Shrivastava

(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is

now Vice President (Engineering) He is a Mechanical Engineer and later did

post graduate diploma in Production and Finance in 1986

S Sridhar

(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in

March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a

Engineering Graduate in Agriculture

Sales figures

OEM F12 F11 Growth ()

1 Bajaj 3834405 3387043 1321

2 Hero Moto corp 6235205 5402444 1541

3 TVS 2158375 2006808 755

4 Honda (scooters) 1240771 907832 3667

Honda (Motorcycle) 866457 748895 1570

Hero ndash HMSI 2107228 1656727 2719

5 Yamaha 484891 373100 2996

6 Suzuki 340893 282156 2082

7 Mahindra 134750 163935 -1780

27

ORGANISATION STRUCTURE

ORGANIZATION CHART

Manager SSO

Sales Manager Service Manager

Spares Manager

Sales Executives

Assistants

Supervisor

Workers

Managing Director

28

BAJAJ PULSAR

Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India The two

wheeler was developed by the product engineering division of Bajaj Auto in

association with motorcycle designer Glynn Kerr Tokyo RampD Currently there

are four variants available -with engine capacities of 135 cc 150 cc 180 cc and

220 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 sold

by November 2005 2009 sales of more than Pulsar is the leader in the 150 cc

segment in India with a market share of 43

Premium Segment Bike

Bajaj Pulsar DTS-i

The Bajaj Pulsar DTS-I with its 150 and 180cc 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

wheel

Features

DTS-I engine

23

Western Region Top Export Award 1994-95 EEPC

All India Special Shield - Consumer

Durables

1994-95 EEPC

Regional Special Shield - Capital Goods

Category

1993-94 EEPC

Award for Export Excellence 1993-94 EEPC

Capital Goods Export 1992-93 EEPC

Regional Special Shield - Capital Goods

Category

1990-91 EEPC

Certificate of Export Excellence 1986-87 EEPC

Certificate of Export Recognition 1980-81 EEPC

Certificate of Export Recognition 1979-80 EEPC

Award for Export Excellence 1979-80 EEPC

Certificate of Merit 1978-79 Government of India

Ministry of Commerce

Certificate of Export Recognition 1978-79 EEPC

Award for Export Excellence 1977-78 EEPC

Certificate of Export Recognition 1977-78 EEPC

Export Promotion 1976 FICCI

Golden Jubilee Export Year Award 1976 FICCI

Export Excellence 1975-76 EEPC

24

Rahul Bajaj

Chairman

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 Head of the Bajaj Group of companies

Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did

his MBA from Lausanne Switzerland Joined as DGM in March 1983 took

over as General Manager Aurangabad Division in June 1986 as its Chief

Executive in October 1988 he became President of Bajaj Auto in September

1994 Executive Director in May 2000 and as Vice Chairman in July 2001

Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing

Director on 1st April 2005 is a Mechanical Engineer from Pune University He

later did his Masters in Manufacturing Systems Engineering from the University

of Warwick Joined as Officer on Special Duty in 1990 took over as General

Manager (Products) in February 1993 as Vice President (Products) in June

1995 President in May 2000 President amp Whole Time Director in March 2002

Joint Managing Director in March 2003

Sanjiv Bajaj

(Executive Director) Joined as Officer on Special Duty in 1994 took over as

Executive Director 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 with Masters in Manufacturing Systems from University

of Warwick and MBA from Harvard Business School

25

N H Hingorani

(Vice President (Materials))Joined in 1997 as General Manager (Materials)

took over as Vice President (Materials) in 1998 He is a Mechanical Engineer

from Malaviya Regional Engineering College Jaipur

Ranjit Gupta

(Vice President (Insurance)) Joined as General Manager (Co-ordination) in

1988 and rose to become Vice President (Materials) in 1995 Vice President

(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp

Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical

Engineers Honoured with fellowship of Institute of Electrical Engineering

(London) and membership of Institute of Mechanical ENGG London

C P Tripathi

(Vice President (Operations))Joined in January 1996 as Vice President (Waluj

plant) and is now Vice President (Operations) He is a Science Graduate from

Agra University Later he did Mechanical Engineering from Indian Institute of

Technology Kharagpur

Kevin P D Sa

(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is

now Vice President (Finance) He is a BCom graduate Later he did CA in

1978 and ICWA in 1981

26

Pradeep Shrivastava

(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is

now Vice President (Engineering) He is a Mechanical Engineer and later did

post graduate diploma in Production and Finance in 1986

S Sridhar

(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in

March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a

Engineering Graduate in Agriculture

Sales figures

OEM F12 F11 Growth ()

1 Bajaj 3834405 3387043 1321

2 Hero Moto corp 6235205 5402444 1541

3 TVS 2158375 2006808 755

4 Honda (scooters) 1240771 907832 3667

Honda (Motorcycle) 866457 748895 1570

Hero ndash HMSI 2107228 1656727 2719

5 Yamaha 484891 373100 2996

6 Suzuki 340893 282156 2082

7 Mahindra 134750 163935 -1780

27

ORGANISATION STRUCTURE

ORGANIZATION CHART

Manager SSO

Sales Manager Service Manager

Spares Manager

Sales Executives

Assistants

Supervisor

Workers

Managing Director

28

BAJAJ PULSAR

Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India The two

wheeler was developed by the product engineering division of Bajaj Auto in

association with motorcycle designer Glynn Kerr Tokyo RampD Currently there

are four variants available -with engine capacities of 135 cc 150 cc 180 cc and

220 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 sold

by November 2005 2009 sales of more than Pulsar is the leader in the 150 cc

segment in India with a market share of 43

Premium Segment Bike

Bajaj Pulsar DTS-i

The Bajaj Pulsar DTS-I with its 150 and 180cc 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

wheel

Features

DTS-I engine

24

Rahul Bajaj

Chairman

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 Head of the Bajaj Group of companies

Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did

his MBA from Lausanne Switzerland Joined as DGM in March 1983 took

over as General Manager Aurangabad Division in June 1986 as its Chief

Executive in October 1988 he became President of Bajaj Auto in September

1994 Executive Director in May 2000 and as Vice Chairman in July 2001

Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing

Director on 1st April 2005 is a Mechanical Engineer from Pune University He

later did his Masters in Manufacturing Systems Engineering from the University

of Warwick Joined as Officer on Special Duty in 1990 took over as General

Manager (Products) in February 1993 as Vice President (Products) in June

1995 President in May 2000 President amp Whole Time Director in March 2002

Joint Managing Director in March 2003

Sanjiv Bajaj

(Executive Director) Joined as Officer on Special Duty in 1994 took over as

Executive Director 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 with Masters in Manufacturing Systems from University

of Warwick and MBA from Harvard Business School

25

N H Hingorani

(Vice President (Materials))Joined in 1997 as General Manager (Materials)

took over as Vice President (Materials) in 1998 He is a Mechanical Engineer

from Malaviya Regional Engineering College Jaipur

Ranjit Gupta

(Vice President (Insurance)) Joined as General Manager (Co-ordination) in

1988 and rose to become Vice President (Materials) in 1995 Vice President

(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp

Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical

Engineers Honoured with fellowship of Institute of Electrical Engineering

(London) and membership of Institute of Mechanical ENGG London

C P Tripathi

(Vice President (Operations))Joined in January 1996 as Vice President (Waluj

plant) and is now Vice President (Operations) He is a Science Graduate from

Agra University Later he did Mechanical Engineering from Indian Institute of

Technology Kharagpur

Kevin P D Sa

(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is

now Vice President (Finance) He is a BCom graduate Later he did CA in

1978 and ICWA in 1981

26

Pradeep Shrivastava

(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is

now Vice President (Engineering) He is a Mechanical Engineer and later did

post graduate diploma in Production and Finance in 1986

S Sridhar

(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in

March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a

Engineering Graduate in Agriculture

Sales figures

OEM F12 F11 Growth ()

1 Bajaj 3834405 3387043 1321

2 Hero Moto corp 6235205 5402444 1541

3 TVS 2158375 2006808 755

4 Honda (scooters) 1240771 907832 3667

Honda (Motorcycle) 866457 748895 1570

Hero ndash HMSI 2107228 1656727 2719

5 Yamaha 484891 373100 2996

6 Suzuki 340893 282156 2082

7 Mahindra 134750 163935 -1780

27

ORGANISATION STRUCTURE

ORGANIZATION CHART

Manager SSO

Sales Manager Service Manager

Spares Manager

Sales Executives

Assistants

Supervisor

Workers

Managing Director

28

BAJAJ PULSAR

Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India The two

wheeler was developed by the product engineering division of Bajaj Auto in

association with motorcycle designer Glynn Kerr Tokyo RampD Currently there

are four variants available -with engine capacities of 135 cc 150 cc 180 cc and

220 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 sold

by November 2005 2009 sales of more than Pulsar is the leader in the 150 cc

segment in India with a market share of 43

Premium Segment Bike

Bajaj Pulsar DTS-i

The Bajaj Pulsar DTS-I with its 150 and 180cc 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

wheel

Features

DTS-I engine

25

N H Hingorani

(Vice President (Materials))Joined in 1997 as General Manager (Materials)

took over as Vice President (Materials) in 1998 He is a Mechanical Engineer

from Malaviya Regional Engineering College Jaipur

Ranjit Gupta

(Vice President (Insurance)) Joined as General Manager (Co-ordination) in

1988 and rose to become Vice President (Materials) in 1995 Vice President

(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp

Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical

Engineers Honoured with fellowship of Institute of Electrical Engineering

(London) and membership of Institute of Mechanical ENGG London

C P Tripathi

(Vice President (Operations))Joined in January 1996 as Vice President (Waluj

plant) and is now Vice President (Operations) He is a Science Graduate from

Agra University Later he did Mechanical Engineering from Indian Institute of

Technology Kharagpur

Kevin P D Sa

(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is

now Vice President (Finance) He is a BCom graduate Later he did CA in

1978 and ICWA in 1981

26

Pradeep Shrivastava

(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is

now Vice President (Engineering) He is a Mechanical Engineer and later did

post graduate diploma in Production and Finance in 1986

S Sridhar

(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in

March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a

Engineering Graduate in Agriculture

Sales figures

OEM F12 F11 Growth ()

1 Bajaj 3834405 3387043 1321

2 Hero Moto corp 6235205 5402444 1541

3 TVS 2158375 2006808 755

4 Honda (scooters) 1240771 907832 3667

Honda (Motorcycle) 866457 748895 1570

Hero ndash HMSI 2107228 1656727 2719

5 Yamaha 484891 373100 2996

6 Suzuki 340893 282156 2082

7 Mahindra 134750 163935 -1780

27

ORGANISATION STRUCTURE

ORGANIZATION CHART

Manager SSO

Sales Manager Service Manager

Spares Manager

Sales Executives

Assistants

Supervisor

Workers

Managing Director

28

BAJAJ PULSAR

Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India The two

wheeler was developed by the product engineering division of Bajaj Auto in

association with motorcycle designer Glynn Kerr Tokyo RampD Currently there

are four variants available -with engine capacities of 135 cc 150 cc 180 cc and

220 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 sold

by November 2005 2009 sales of more than Pulsar is the leader in the 150 cc

segment in India with a market share of 43

Premium Segment Bike

Bajaj Pulsar DTS-i

The Bajaj Pulsar DTS-I with its 150 and 180cc 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

wheel

Features

DTS-I engine

26

Pradeep Shrivastava

(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is

now Vice President (Engineering) He is a Mechanical Engineer and later did

post graduate diploma in Production and Finance in 1986

S Sridhar

(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in

March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a

Engineering Graduate in Agriculture

Sales figures

OEM F12 F11 Growth ()

1 Bajaj 3834405 3387043 1321

2 Hero Moto corp 6235205 5402444 1541

3 TVS 2158375 2006808 755

4 Honda (scooters) 1240771 907832 3667

Honda (Motorcycle) 866457 748895 1570

Hero ndash HMSI 2107228 1656727 2719

5 Yamaha 484891 373100 2996

6 Suzuki 340893 282156 2082

7 Mahindra 134750 163935 -1780

27

ORGANISATION STRUCTURE

ORGANIZATION CHART

Manager SSO

Sales Manager Service Manager

Spares Manager

Sales Executives

Assistants

Supervisor

Workers

Managing Director

28

BAJAJ PULSAR

Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India The two

wheeler was developed by the product engineering division of Bajaj Auto in

association with motorcycle designer Glynn Kerr Tokyo RampD Currently there

are four variants available -with engine capacities of 135 cc 150 cc 180 cc and

220 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 sold

by November 2005 2009 sales of more than Pulsar is the leader in the 150 cc

segment in India with a market share of 43

Premium Segment Bike

Bajaj Pulsar DTS-i

The Bajaj Pulsar DTS-I with its 150 and 180cc 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

wheel

Features

DTS-I engine

27

ORGANISATION STRUCTURE

ORGANIZATION CHART

Manager SSO

Sales Manager Service Manager

Spares Manager

Sales Executives

Assistants

Supervisor

Workers

Managing Director

28

BAJAJ PULSAR

Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India The two

wheeler was developed by the product engineering division of Bajaj Auto in

association with motorcycle designer Glynn Kerr Tokyo RampD Currently there

are four variants available -with engine capacities of 135 cc 150 cc 180 cc and

220 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 sold

by November 2005 2009 sales of more than Pulsar is the leader in the 150 cc

segment in India with a market share of 43

Premium Segment Bike

Bajaj Pulsar DTS-i

The Bajaj Pulsar DTS-I with its 150 and 180cc 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

wheel

Features

DTS-I engine

28

BAJAJ PULSAR

Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India The two

wheeler was developed by the product engineering division of Bajaj Auto in

association with motorcycle designer Glynn Kerr Tokyo RampD Currently there

are four variants available -with engine capacities of 135 cc 150 cc 180 cc and

220 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 sold

by November 2005 2009 sales of more than Pulsar is the leader in the 150 cc

segment in India with a market share of 43

Premium Segment Bike

Bajaj Pulsar DTS-i

The Bajaj Pulsar DTS-I with its 150 and 180cc 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

wheel

Features

DTS-I engine

29

The revolutionary Bajaj DTS-i engine technology is the heart of digital biking

It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and

TRICS III The combined action of these technological breeakthrough send

other bikes to where in belongs the stone age Digital biking will redefine biking

in India for a long time to come

Enhanced comfort

Experience the power of Nitro- nitrogen assisted rear gas shockers with triple

rated spring and front telescopic suspension which ensure air cushion feel even

on extreme terrain

30

CHAPTER-4

DATA ANALYSES DISCUSSION AND GRAPHICAL

REPRESNTAION

1 Which category of Pulsar motorcycle do you own

Table

Response of customers No of customers

135cc

33

33

150cc

20

20

180cc 27 27

220cc 20 20

Total 100 100

Interpretation Analysis

According to my survey out of 30 respondents 33 of the people owns

pulsar 135cc category most then 180cc with around 27 followed with 150cc

amp 220cc with 20 for both

percentage

135cc

150cc

180cc

220cc

31

2 Choose reasons for selecting Bajaj Pulsar

Table

Response of customers

No of customers

Style 17 17

Brand image 13 13

Mileage 20 20

Pick up 20 20

Price

10 10

Resale value 10 10

Popularity 03 03

Comfort 03 03

Low maintenance 0 00

Safety

04 04

Total responses 100 100

Interpretation Analysis

Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage

32

3 What was the source of information for the purchase of Bajaj

Pulsar motorcycle

Response No of customers

of customers

Family 10 10

Friends

30 30

Media 60 60

Dealers

00 00

TOTAL 100 100

4 What innovations would you like to see in Bajaj Pulsar motorcycle

Interpretation Analysis

Respondents want innovations like wide tyres looks better styling improved

handling better disc braking system amp more pick up in Pulsar bike

Family

Friends

Media

Dealers

33

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent b Good c Bad d Very Bad

Interpretation Analysis

Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent

and good

6 From how many years do you own the bike

Years No of customers

of customers

0-1 50 50

1-2

25 25

2-4 25 25

4 amp above 00 00

TOTAL 100 100

Interpretation Analysis

Above table clearly shows us that most of the respondents owns bike for less

than a year

34

7How much kilometres ( kms ) have you travelled up to date

Years No of customers

of customers

500-5000 70 70

5000-20000 20 20

20000-40000 10 10

40000 amp above 00 00

TOTAL 100 100

Years

500-5000

5000-20000

20000-40000

40000 amp above

35

8 Which is the best feature of the bike

Features No of customers

of customers

Mileage 25 25

Looks 45 45

Handling 10 10

Engine 20 20

TOTAL 100 100

Best Features

Mileage

Looks

Handling

Engine

36

9 What is the disadvantage of bike

No of customers

of customers

Tubeless tyres 25 25

Engine

15 15

Comfort 25 25

Gear Box 35 35

TOTAL 100 100

Interpretation Analysis- Most of the respondents found gear box a big

disadvantage in a bike

Tubeless tyres

Engine

Comfort

Gear Box

37

10 What is one thing you want to improve in bike

No of customers

of customers

Tyre 30 30

Gear box 30 30

Handling 15 15

Braking 25 25

TOTAL 100 100

Interpretation Analysis- Majority of respondents want to improve tyres in a bike

11 Are you satisfied with the service by Bajaj

Interpretation Analysis- 96 of respondents said that they are satisfied with the

service provided by Bajaj

Tyre

Gear box

Handling

Braking

0

5

10

15

20

25

30

35

yes

no

38

CHAPTER-5

SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY

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

CONCLUSION

From the survey it is found that major portion of customers are satisfied

with the service provided by Channamma Bajaj To maintain amp sustain in

market it may also solve the problem occurred in the bike which can

make it more reliable Overall the service provided by Channamma

Motors is satisfactory with scope for further improvements

39

QUESTIONNAIRE

NAME

AGE

OCUPATION

INCOME

1 Which category of Pulsar motorcycle do you own

a 135cc

b 150cc

c 180cc

d 220cc

2 Choose reasons for selecting Bajaj Pulsar

a Style

b Brand image

c Mileage

d Pickup

e Price

f Resale value

g Popularity

h Comfort

i Low maintenance

j Safety

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

31

2 Choose reasons for selecting Bajaj Pulsar

Table

Response of customers

No of customers

Style 17 17

Brand image 13 13

Mileage 20 20

Pick up 20 20

Price

10 10

Resale value 10 10

Popularity 03 03

Comfort 03 03

Low maintenance 0 00

Safety

04 04

Total responses 100 100

Interpretation Analysis

Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage

32

3 What was the source of information for the purchase of Bajaj

Pulsar motorcycle

Response No of customers

of customers

Family 10 10

Friends

30 30

Media 60 60

Dealers

00 00

TOTAL 100 100

4 What innovations would you like to see in Bajaj Pulsar motorcycle

Interpretation Analysis

Respondents want innovations like wide tyres looks better styling improved

handling better disc braking system amp more pick up in Pulsar bike

Family

Friends

Media

Dealers

33

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent b Good c Bad d Very Bad

Interpretation Analysis

Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent

and good

6 From how many years do you own the bike

Years No of customers

of customers

0-1 50 50

1-2

25 25

2-4 25 25

4 amp above 00 00

TOTAL 100 100

Interpretation Analysis

Above table clearly shows us that most of the respondents owns bike for less

than a year

34

7How much kilometres ( kms ) have you travelled up to date

Years No of customers

of customers

500-5000 70 70

5000-20000 20 20

20000-40000 10 10

40000 amp above 00 00

TOTAL 100 100

Years

500-5000

5000-20000

20000-40000

40000 amp above

35

8 Which is the best feature of the bike

Features No of customers

of customers

Mileage 25 25

Looks 45 45

Handling 10 10

Engine 20 20

TOTAL 100 100

Best Features

Mileage

Looks

Handling

Engine

36

9 What is the disadvantage of bike

No of customers

of customers

Tubeless tyres 25 25

Engine

15 15

Comfort 25 25

Gear Box 35 35

TOTAL 100 100

Interpretation Analysis- Most of the respondents found gear box a big

disadvantage in a bike

Tubeless tyres

Engine

Comfort

Gear Box

37

10 What is one thing you want to improve in bike

No of customers

of customers

Tyre 30 30

Gear box 30 30

Handling 15 15

Braking 25 25

TOTAL 100 100

Interpretation Analysis- Majority of respondents want to improve tyres in a bike

11 Are you satisfied with the service by Bajaj

Interpretation Analysis- 96 of respondents said that they are satisfied with the

service provided by Bajaj

Tyre

Gear box

Handling

Braking

0

5

10

15

20

25

30

35

yes

no

38

CHAPTER-5

SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY

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

CONCLUSION

From the survey it is found that major portion of customers are satisfied

with the service provided by Channamma Bajaj To maintain amp sustain in

market it may also solve the problem occurred in the bike which can

make it more reliable Overall the service provided by Channamma

Motors is satisfactory with scope for further improvements

39

QUESTIONNAIRE

NAME

AGE

OCUPATION

INCOME

1 Which category of Pulsar motorcycle do you own

a 135cc

b 150cc

c 180cc

d 220cc

2 Choose reasons for selecting Bajaj Pulsar

a Style

b Brand image

c Mileage

d Pickup

e Price

f Resale value

g Popularity

h Comfort

i Low maintenance

j Safety

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

32

3 What was the source of information for the purchase of Bajaj

Pulsar motorcycle

Response No of customers

of customers

Family 10 10

Friends

30 30

Media 60 60

Dealers

00 00

TOTAL 100 100

4 What innovations would you like to see in Bajaj Pulsar motorcycle

Interpretation Analysis

Respondents want innovations like wide tyres looks better styling improved

handling better disc braking system amp more pick up in Pulsar bike

Family

Friends

Media

Dealers

33

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent b Good c Bad d Very Bad

Interpretation Analysis

Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent

and good

6 From how many years do you own the bike

Years No of customers

of customers

0-1 50 50

1-2

25 25

2-4 25 25

4 amp above 00 00

TOTAL 100 100

Interpretation Analysis

Above table clearly shows us that most of the respondents owns bike for less

than a year

34

7How much kilometres ( kms ) have you travelled up to date

Years No of customers

of customers

500-5000 70 70

5000-20000 20 20

20000-40000 10 10

40000 amp above 00 00

TOTAL 100 100

Years

500-5000

5000-20000

20000-40000

40000 amp above

35

8 Which is the best feature of the bike

Features No of customers

of customers

Mileage 25 25

Looks 45 45

Handling 10 10

Engine 20 20

TOTAL 100 100

Best Features

Mileage

Looks

Handling

Engine

36

9 What is the disadvantage of bike

No of customers

of customers

Tubeless tyres 25 25

Engine

15 15

Comfort 25 25

Gear Box 35 35

TOTAL 100 100

Interpretation Analysis- Most of the respondents found gear box a big

disadvantage in a bike

Tubeless tyres

Engine

Comfort

Gear Box

37

10 What is one thing you want to improve in bike

No of customers

of customers

Tyre 30 30

Gear box 30 30

Handling 15 15

Braking 25 25

TOTAL 100 100

Interpretation Analysis- Majority of respondents want to improve tyres in a bike

11 Are you satisfied with the service by Bajaj

Interpretation Analysis- 96 of respondents said that they are satisfied with the

service provided by Bajaj

Tyre

Gear box

Handling

Braking

0

5

10

15

20

25

30

35

yes

no

38

CHAPTER-5

SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY

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

CONCLUSION

From the survey it is found that major portion of customers are satisfied

with the service provided by Channamma Bajaj To maintain amp sustain in

market it may also solve the problem occurred in the bike which can

make it more reliable Overall the service provided by Channamma

Motors is satisfactory with scope for further improvements

39

QUESTIONNAIRE

NAME

AGE

OCUPATION

INCOME

1 Which category of Pulsar motorcycle do you own

a 135cc

b 150cc

c 180cc

d 220cc

2 Choose reasons for selecting Bajaj Pulsar

a Style

b Brand image

c Mileage

d Pickup

e Price

f Resale value

g Popularity

h Comfort

i Low maintenance

j Safety

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

33

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent b Good c Bad d Very Bad

Interpretation Analysis

Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent

and good

6 From how many years do you own the bike

Years No of customers

of customers

0-1 50 50

1-2

25 25

2-4 25 25

4 amp above 00 00

TOTAL 100 100

Interpretation Analysis

Above table clearly shows us that most of the respondents owns bike for less

than a year

34

7How much kilometres ( kms ) have you travelled up to date

Years No of customers

of customers

500-5000 70 70

5000-20000 20 20

20000-40000 10 10

40000 amp above 00 00

TOTAL 100 100

Years

500-5000

5000-20000

20000-40000

40000 amp above

35

8 Which is the best feature of the bike

Features No of customers

of customers

Mileage 25 25

Looks 45 45

Handling 10 10

Engine 20 20

TOTAL 100 100

Best Features

Mileage

Looks

Handling

Engine

36

9 What is the disadvantage of bike

No of customers

of customers

Tubeless tyres 25 25

Engine

15 15

Comfort 25 25

Gear Box 35 35

TOTAL 100 100

Interpretation Analysis- Most of the respondents found gear box a big

disadvantage in a bike

Tubeless tyres

Engine

Comfort

Gear Box

37

10 What is one thing you want to improve in bike

No of customers

of customers

Tyre 30 30

Gear box 30 30

Handling 15 15

Braking 25 25

TOTAL 100 100

Interpretation Analysis- Majority of respondents want to improve tyres in a bike

11 Are you satisfied with the service by Bajaj

Interpretation Analysis- 96 of respondents said that they are satisfied with the

service provided by Bajaj

Tyre

Gear box

Handling

Braking

0

5

10

15

20

25

30

35

yes

no

38

CHAPTER-5

SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY

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

CONCLUSION

From the survey it is found that major portion of customers are satisfied

with the service provided by Channamma Bajaj To maintain amp sustain in

market it may also solve the problem occurred in the bike which can

make it more reliable Overall the service provided by Channamma

Motors is satisfactory with scope for further improvements

39

QUESTIONNAIRE

NAME

AGE

OCUPATION

INCOME

1 Which category of Pulsar motorcycle do you own

a 135cc

b 150cc

c 180cc

d 220cc

2 Choose reasons for selecting Bajaj Pulsar

a Style

b Brand image

c Mileage

d Pickup

e Price

f Resale value

g Popularity

h Comfort

i Low maintenance

j Safety

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

34

7How much kilometres ( kms ) have you travelled up to date

Years No of customers

of customers

500-5000 70 70

5000-20000 20 20

20000-40000 10 10

40000 amp above 00 00

TOTAL 100 100

Years

500-5000

5000-20000

20000-40000

40000 amp above

35

8 Which is the best feature of the bike

Features No of customers

of customers

Mileage 25 25

Looks 45 45

Handling 10 10

Engine 20 20

TOTAL 100 100

Best Features

Mileage

Looks

Handling

Engine

36

9 What is the disadvantage of bike

No of customers

of customers

Tubeless tyres 25 25

Engine

15 15

Comfort 25 25

Gear Box 35 35

TOTAL 100 100

Interpretation Analysis- Most of the respondents found gear box a big

disadvantage in a bike

Tubeless tyres

Engine

Comfort

Gear Box

37

10 What is one thing you want to improve in bike

No of customers

of customers

Tyre 30 30

Gear box 30 30

Handling 15 15

Braking 25 25

TOTAL 100 100

Interpretation Analysis- Majority of respondents want to improve tyres in a bike

11 Are you satisfied with the service by Bajaj

Interpretation Analysis- 96 of respondents said that they are satisfied with the

service provided by Bajaj

Tyre

Gear box

Handling

Braking

0

5

10

15

20

25

30

35

yes

no

38

CHAPTER-5

SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY

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

CONCLUSION

From the survey it is found that major portion of customers are satisfied

with the service provided by Channamma Bajaj To maintain amp sustain in

market it may also solve the problem occurred in the bike which can

make it more reliable Overall the service provided by Channamma

Motors is satisfactory with scope for further improvements

39

QUESTIONNAIRE

NAME

AGE

OCUPATION

INCOME

1 Which category of Pulsar motorcycle do you own

a 135cc

b 150cc

c 180cc

d 220cc

2 Choose reasons for selecting Bajaj Pulsar

a Style

b Brand image

c Mileage

d Pickup

e Price

f Resale value

g Popularity

h Comfort

i Low maintenance

j Safety

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

35

8 Which is the best feature of the bike

Features No of customers

of customers

Mileage 25 25

Looks 45 45

Handling 10 10

Engine 20 20

TOTAL 100 100

Best Features

Mileage

Looks

Handling

Engine

36

9 What is the disadvantage of bike

No of customers

of customers

Tubeless tyres 25 25

Engine

15 15

Comfort 25 25

Gear Box 35 35

TOTAL 100 100

Interpretation Analysis- Most of the respondents found gear box a big

disadvantage in a bike

Tubeless tyres

Engine

Comfort

Gear Box

37

10 What is one thing you want to improve in bike

No of customers

of customers

Tyre 30 30

Gear box 30 30

Handling 15 15

Braking 25 25

TOTAL 100 100

Interpretation Analysis- Majority of respondents want to improve tyres in a bike

11 Are you satisfied with the service by Bajaj

Interpretation Analysis- 96 of respondents said that they are satisfied with the

service provided by Bajaj

Tyre

Gear box

Handling

Braking

0

5

10

15

20

25

30

35

yes

no

38

CHAPTER-5

SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY

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

CONCLUSION

From the survey it is found that major portion of customers are satisfied

with the service provided by Channamma Bajaj To maintain amp sustain in

market it may also solve the problem occurred in the bike which can

make it more reliable Overall the service provided by Channamma

Motors is satisfactory with scope for further improvements

39

QUESTIONNAIRE

NAME

AGE

OCUPATION

INCOME

1 Which category of Pulsar motorcycle do you own

a 135cc

b 150cc

c 180cc

d 220cc

2 Choose reasons for selecting Bajaj Pulsar

a Style

b Brand image

c Mileage

d Pickup

e Price

f Resale value

g Popularity

h Comfort

i Low maintenance

j Safety

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

36

9 What is the disadvantage of bike

No of customers

of customers

Tubeless tyres 25 25

Engine

15 15

Comfort 25 25

Gear Box 35 35

TOTAL 100 100

Interpretation Analysis- Most of the respondents found gear box a big

disadvantage in a bike

Tubeless tyres

Engine

Comfort

Gear Box

37

10 What is one thing you want to improve in bike

No of customers

of customers

Tyre 30 30

Gear box 30 30

Handling 15 15

Braking 25 25

TOTAL 100 100

Interpretation Analysis- Majority of respondents want to improve tyres in a bike

11 Are you satisfied with the service by Bajaj

Interpretation Analysis- 96 of respondents said that they are satisfied with the

service provided by Bajaj

Tyre

Gear box

Handling

Braking

0

5

10

15

20

25

30

35

yes

no

38

CHAPTER-5

SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY

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

CONCLUSION

From the survey it is found that major portion of customers are satisfied

with the service provided by Channamma Bajaj To maintain amp sustain in

market it may also solve the problem occurred in the bike which can

make it more reliable Overall the service provided by Channamma

Motors is satisfactory with scope for further improvements

39

QUESTIONNAIRE

NAME

AGE

OCUPATION

INCOME

1 Which category of Pulsar motorcycle do you own

a 135cc

b 150cc

c 180cc

d 220cc

2 Choose reasons for selecting Bajaj Pulsar

a Style

b Brand image

c Mileage

d Pickup

e Price

f Resale value

g Popularity

h Comfort

i Low maintenance

j Safety

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

37

10 What is one thing you want to improve in bike

No of customers

of customers

Tyre 30 30

Gear box 30 30

Handling 15 15

Braking 25 25

TOTAL 100 100

Interpretation Analysis- Majority of respondents want to improve tyres in a bike

11 Are you satisfied with the service by Bajaj

Interpretation Analysis- 96 of respondents said that they are satisfied with the

service provided by Bajaj

Tyre

Gear box

Handling

Braking

0

5

10

15

20

25

30

35

yes

no

38

CHAPTER-5

SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY

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

CONCLUSION

From the survey it is found that major portion of customers are satisfied

with the service provided by Channamma Bajaj To maintain amp sustain in

market it may also solve the problem occurred in the bike which can

make it more reliable Overall the service provided by Channamma

Motors is satisfactory with scope for further improvements

39

QUESTIONNAIRE

NAME

AGE

OCUPATION

INCOME

1 Which category of Pulsar motorcycle do you own

a 135cc

b 150cc

c 180cc

d 220cc

2 Choose reasons for selecting Bajaj Pulsar

a Style

b Brand image

c Mileage

d Pickup

e Price

f Resale value

g Popularity

h Comfort

i Low maintenance

j Safety

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

38

CHAPTER-5

SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY

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

CONCLUSION

From the survey it is found that major portion of customers are satisfied

with the service provided by Channamma Bajaj To maintain amp sustain in

market it may also solve the problem occurred in the bike which can

make it more reliable Overall the service provided by Channamma

Motors is satisfactory with scope for further improvements

39

QUESTIONNAIRE

NAME

AGE

OCUPATION

INCOME

1 Which category of Pulsar motorcycle do you own

a 135cc

b 150cc

c 180cc

d 220cc

2 Choose reasons for selecting Bajaj Pulsar

a Style

b Brand image

c Mileage

d Pickup

e Price

f Resale value

g Popularity

h Comfort

i Low maintenance

j Safety

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

39

QUESTIONNAIRE

NAME

AGE

OCUPATION

INCOME

1 Which category of Pulsar motorcycle do you own

a 135cc

b 150cc

c 180cc

d 220cc

2 Choose reasons for selecting Bajaj Pulsar

a Style

b Brand image

c Mileage

d Pickup

e Price

f Resale value

g Popularity

h Comfort

i Low maintenance

j Safety

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

40

3What was the source of information for the purchase of Bajaj

Pulsar motorcycle

a Family

b Friends

c Media

d Dealers

4 What new innovation would you like to see in Bajaj Pulsar motorcycle

5 How would you rate Bajaj Pulsar in terms of its mileage

a Excellent

b Good

c Bad

d Very bad

6 From how many years do you own the bike

a 0-1

b 1-2

c 2-4

d 4 amp above

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

41

7 How much Kilometres (kms ) have you travelled up to date

a 500-5000

b 5000-20000

c 20000-40000

d 40000 amp above

8 Which is the best feature of the bike

a mileage

b looks

c handling

d engine

9 What is the disadvantage of bike

a tubeless tyre

b engine

c comfort

d gear box

10 what is the one thing you want to improve in bike

a tyre

b gear box

c handling

d braking

11 Are you satisfied with the service provided by Bajaj

a Yes

b No

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search

42

BIBLIOGRAPHY

TEXT BOOKS

MARKETING MANAGEMENT

By Philip Kotler

MAGZINES

BUSINESS WORLD

BUSINESS TODAY

INDIA TODAY

NEWS PAPERS

THE TIMES OF INDIA

THE HINDU

WEB SITES

wwwbajajautocom

Google search