customer satisfaction on bajaj

Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE

CONTENTS OF TABLE Particulars

Page No.

1. Executive Summary

2-4

2. Company Profile

5-20

3. Organization Profile

21-26

4. Product Profile

27-32

5. Literature Review

33-35

6. Research methodology

36-37

7. Research Design

38-40

8. Analysis

41-53

9. Findings

54-56

10. Suggessions

57-58

11. Conclusion

59-60

12. Questionnaire

61-64

13. References

65-66

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EXECUTIVE SUMMARY

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EXECUTIVE SUMMARY Topic of the Study: “Customer Satisfaction Level & Service Analysis of Channamma Bajaj”, Hubli.

Objectives of the study:  To understand the customer satisfaction level towards services provided by CHANNAMMA BAJAJ.  To study the problems faced by the customers at CHANNAMMA BAJAJ.  To study the post sales service performance.  To study and understand the areas of improvement by the service provided by CHANNAMMA BAJAJ.

Research Methodology: Primary Data (From questionnaire and personal Data Source

: interaction). Secondary data –Website, Company Manuals, Company Reports, Magazine .

Research approach

:

Survey method.

Research Instrument

:

Questionnaire.

Sample plan

:

Personal Interview

Sample unit

:

Customers of Channamma Bajaj.

Sampling method

:

Convince probability sampling

Sample Size

:

100 customer

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Area of survey

:

The area selected for survey is Hubli city

Scope of the study: The satisfaction level of the customer study will help to know the performnace of Channamma Motors & it also help the management can emphasize on their weaker areas for improvement. Limitation: The study is istricted to 100 samples because of the time constraint & it is limited to Hulbi City. Findings: 1. From the survey of 100 samples, 76% of respondents says that sales person has spend sufficient time with them and explained about bikes & remaining 24% of respondents say that sales persons haven’t spend sufficient time with them. 2. From analysis came to know that 67% of the respondents replied vehicle delivered on promised time and 33% of respondents replied not delivered on promise time. 3.

Out of 100 respondents 79% of respondents were taken test drive and 21% were not taken test drive during the time of purchase of bike.

Suggetions: •

In case of addressing the customers Channamma Bajaj should ensure that the sales persons explain the details of the bike to the customers, because 24% of the respondents are unhappy.

•

Channamma Bajaj should also ensure that the bikes given for servicing are delivered in time.

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•

To increase the awareness regarding maintainance of bike the dealer should conduct free check up camps.

COMPANY PROFILE

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COMPANY PROFILE (Bajaj Auto) 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 customer’s experience. In doing so, we ensure a special place for ourselves in the heats and minds of our customers.

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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. BABASAB PATIL

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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. Industry Profile: Founder

Jamnalal Bajaj

Year of Establishment

1926

Industry

Automotive - Two & Three Wheelers

Business Group

The Bajaj Group

Listings & 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 & 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

[email protected]

Website

www.Bajajauto.com

Management profile: Rahul Bajaj Madhur Bajaj Rajiv Bajaj Sanjiv Bajaj BABASAB PATIL

Chairman Vice Chairman Managing Director Executive Director Page 8


Ranjit Gupta C P Tripathi N H Hingorani Kevin P D'sa Pradeep Shrivastava S Sridhar V S Raghavan S Ravikumar K Srinivas Abraham Joseph J. Sridhar

Vice President (Insurance) Vice President (Operations) Vice President (Materials) Vice President (Finance) Vice President (Engineering) Vice President (Mktg & Sales - 2Wh.) Vice President (Corporate Finance) Vice President (Business Development) Vice President (Human Resources) General Manager (Research & Development) Company Secretary

Board of Directors Board of Directors Rahul Bajaj Madhur Bajaj Rajiv Bajaj Sanjiv Bajaj D.S. Mehta Kantikumar R. Podar Shekhar Bajaj D.J. Balaji Rao J.N. Godrej S.H. Khan Mrs. Suman Kirloskar Naresh Chandra Nanoo Pamnani Manish Kejriwal P Murari

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Chairman Vice Chairman & Whole-Time Director Managing Director Executive Director Whole-Time Director Director Director Director Director Director Director Director Director Director Director

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Niraj Bajaj

Committees of the Board Audit Committee S.H. Khan D.J. Balaji Rao

Director

Chairman

J.N. Godrej Naresh Chandra Nanoo Pamnani Shareholders’ & Investors’ Grievance committee D.J. Balaji Rao Chairman J.N. Godrej Naresh Chandra S. H. Khan Remuneration committee D.J. Balaji Rao S.H. Khan Naresh Chandra

Chairman

Registered under the Indian Companies Act, VII of 1913

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REGISTERED OFFICE WORKS

Akurdi, Pune 411 035 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

Group of companies: Bajaj Auto Ltd.

Mukand International Ltd.

Mukand Ltd.

Mukand Engineers Ltd.

Bajaj Electricals Ltd.

Mukand Global Finance Ltd.

Bajaj Hindustan Ltd.

Bachhraj Factories Pvt. Ltd.

Maharashtra Scooters Ltd.

Bajaj Consumer Care Ltd.

Bajaj Auto Finance Ltd.

Bajaj Auto Holdings Ltd.

Hercules Hoists Ltd.

Jamnalal Sons Pvt. Ltd.

Bajaj Sevashram Pvt Ltd.

Bachhraj & Company Pvt. Ltd.

Hind Lamps Ltd.

Jeevan Ltd.

Bajaj Ventures Ltd.

The Hindustan Housing Co Ltd.

Bajaj International Pvt Ltd.

Baroda Industries Pvt Ltd.

Hind Musafir Agency Pvt Ltd.

Stainless India Ltd.

Bajaj Allianz General Insurance Company Bombay Forgings Ltd. BABASAB PATIL

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Ltd. Bajaj Allianz Life Insurance CompanyLtd. -

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Milestones 2007 September June April February January

Launch of XCD DTS-Si National Launch of 220 cc Pulsar DTS-Fi. Bajaj Auto Commissions New Plant at Pantnagar, Uttarakhand 200 cc Pulsar DTS-i launched Bajaj Kristal DTS-i launched

2006 April

Bajaj Platina launched

2005 December June February

Bajaj Discover launched Bajaj Avenger DTS-i launched Bajaj Wave DTS-i launched

2004 October August May January

Bajaj Discover DTS-i launched New Bajaj Chetak 4 stroke with Wonder Gear launched Bajaj CT100 Launched Bajaj unveils new brand identity, dons new symbol, logo and brandline

2003 October October July February

Pulsar DTS-i is launched. 107,115 Motorcycles sold in a month. Bajaj Wind 125,The World Bike, is launched in India. Bajaj Auto launched its Caliber115 "Hoodibabaa!" in the executive motorcycle segment.

2001 November January

Bajaj Auto launches its latest offering in the premium bike segment ‘Pulsar’. The Eliminator is launched.

2000 The Bajaj Saffire is introduced. 1999 Caliber motorcycle notches up 100,000 sales in record time of 12 months. Production commences at Chakan plant. 1998 June 7th July 25th October

Kawasaki Bajaj Caliber rolls out of Waluj. Legend, India’s first four-stroke scooter rolls out of Akurdi. Spirit launched.

1997 The Kawasaki Bajaj Boxer and the RE diesel Autorickshaw are introduced. 1995 November

Bajaj Auto is 50.

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29 Agreements signed with Kubota of Japan for the development of diesel engines for three-wheelers and with Tokyo R&D for ungeared Scooter and moped development. The Bajaj Super Excel is introduced while Bajaj celebrates its ten millionth vehicle. One million vehicles were produced and sold in this financial year. 1994 The Bajaj Classic is introduced. 1991 The Kawasaki Bajaj 4S Champion is introduced. 1990 The Bajaj Sunny is introduced. 1986 The Bajaj M-80 and the Kawasaki Bajaj KB100 motorcycles are introduced. 500,000 vehicles produced and sold in a single financial year. 1985 November 5 The Waluj plant inaugurated by the erstwhile President of India, Shri Giani Zail Singh. Production commences at Waluj, Aurangabad in a record time of 16 months. 1984 January 19

Foundation stone laid for the new Plant at Waluj, Aurangabad.

1981 The Bajaj M-50 is introduced. 1977 The Rear Engine Autorickshaw is introduced. Bajaj Auto achieves production and sales of 100,000 vehicles in a single financial year. 1976 The Bajaj Super is introduced. 1975 BAL & Maharashtra Scooters Ltd. joint venture. 1972 The Bajaj Chetak is introduced. 1971 The three-wheeler goods carrier is introduced. 1970 Bajaj Auto rolls out its 100,000th vehicle. 1960 Bajaj Auto becomes a public limited company. Bhoomi Poojan of Akurdi Plant. 1959 Bajaj Auto obtains licence from the Government of India to manufacture two- and three-

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wheelers. 1948 Sales in India commence by importing two- and three-wheelers. 1945 November 29

Bajaj Auto comes into existence as M/s Bachraj Trading Corporation Private Limited.

Awards

Product Award Bajaj Pulsar DTS-Fi - Bike of the Year Bajaj Platina 100cc - Bike of the Year Mr. Rajiv Bajaj - Man of the year 2005 Mr. Rajiv Bajaj - Automotive Man of the year 2005 Bajaj CT 100 - Motorcycle Total Customer Satisfaction Study 2005 Bajaj Discover DTS-i - Bike of the Year 2005 Bajaj Discover DTS-i - Indigenous Design of the Year 2005 BAJAJ AUTO - Bike Maker of the Year 2004 DTS-i Technology - Auto Tech of the Year 2004 Bajaj Pulsar DTS-i Bike of the Year 2004 Wind 125 Two Wheeler of the Year 2004 Wind 125 Bike of the Year 2004 Bajaj Pulsar 180 DTS-i BBC World Wheels Viewers Choice Two Wheeler of Year 2003 Bajaj Pulsar 180 DTS-i BBC World Wheels Award for Best Two Wheeler between Rs 55,000 to Rs 70,000 Bajaj Pulsar 150 DTS-i BBC World Wheels Award for Best Two Wheeler between Rs 45,000 to Rs 55,000 Bajaj Boxer AT KTEC BBC World Wheels Award for Best Two Wheeler under Rs 30,000 Bajaj Pulsar - Motorcycle Total Customer Satisfaction Study Bajaj Pulsar - Bike of the year

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Year 2007 2007 2005 2005

By CNBC-TV18 Autocar Auto Awards NDTV Profit Bike India Autocar Professional Bike India & NDTV India

2005

TNS Automotive

2005

OVERDRIVE Awards 2005

2005

OVERDRIVE Awards 2005

2004

ICICI Bank OVERDRIVE Awards 2004

2004


2004 2004 2004 2003

ICICI Bank OVERDRIVE Awards 2004 CNBC AUTOCAR Awards 2004 Business Standard Motoring BBC World Wheels Award 2003

2003

BBC World Wheels Award 2003

2003


2003


2003

NFO Automotive

2003


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Bajaj Pulsar - Most exciting bike of the year 2002 Bajaj Eliminator - Bike of the year 2002 Bajaj Eliminator - Most exciting bike of the 2001 year

OVERDRIVE Awards OVERDRIVE Awards OVERDRIVE Awards

Award Chakan Plant Super Platinum Award for Manufacturing Excellence Chakan & Waluj Plants Audit Passed for TPM Excellence Award Bikemaker of the Year Bike Manufacturer of the Year 2007 All India Trophy for Highest Exporter Focus LAC Award for Outstanding Performance

Year By 2006-07 Frost and Sullivan

Export Excellence Certificate of Merit

1998-99 1998-99

Award for Export Excellence Export Excellence All India Trophy for Highest Exporter Top Exporter Shield – Western Region Export Excellence Regional Top Exporter - Large Scale Manufacturer Highest Export Performance Outstanding Export Performance

1997-98 1997-98 1997-98 1996-97 1996-97 1995-96

Export Excellence Award Top Exporter Shield – Western Region Certificate of Merit Award for Export Excellence Regional Top Exporter - Large Scale Manufacturer All India Special Shield - Consumer Durables Exporter National Export award for Outstanding Performance Western Region Top Export Award All India Special Shield - Consumer Durables Regional Special Shield - Capital Goods Category Award for Export Excellence Capital Goods Export Regional Special Shield - Capital Goods

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2006-07 TPM 2006-07 2006-07 1998-99 1998-99

Overdrive Awards NDTV Profit Bike India EEPC India Trade Promotion Organisation EEPC India Trade Promotion Organisation EEPC MCCIIA EEPC EEPC MCCIA EEPC

1995-96 EEPC 1995-96 Government of India, Ministry of Commerce 1995-96 MCCIA 1995-96 EEPC 1995-96 Government of India, Ministry of Commerce 1994-95 EEPC 1994-95 EEPC 1994-95 EEPC 1994-95 Government of India, Ministry of Commerce 1994-95 EEPC 1994-95 EEPC 1993-94 EEPC 1993-94 EEPC 1992-93 EEPC 1990-91 EEPC

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Category Certificate of Export Excellence Certificate of Export Recognition Certificate of Export Recognition Award for Export Excellence Certificate of Merit

1986-87 1980-81 1979-80 1979-80 1978-79

Certificate of Export Recognition Award for Export Excellence Certificate of Export Recognition Export Promotion Golden Jubilee Export Year Award Export Excellence

1978-79 1977-78 1977-78 1976 1976 1975-76

EEPC EEPC EEPC EEPC Government of India, Ministry of Commerce EEPC EEPC EEPC FICCI FICCI EEPC

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 BABASAB PATIL

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1993, as Vice President (Products) in June 1995, President in May 2000, President & 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.

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 & Electrical Engineering from Indian Railway Institute of Mechanical & Electrical Engineers. Honoured with fellowship of Institute of Electrical Engineering (London) and membership of Institute of Mechanical ENGG London.

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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 B.Com graduate. Later he did CA in 1978 and ICWA in 1981. Pradeep Shrivastava (Vice President (Engineering)):Mr.Shrivastava 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 & Sales- 2Wheeler)):Mr.Sridhar joined Bajaj in March 2001 and is now Vice President (Marketing & Sales -2 Wheeler). He is a Engineering Graduate in Agriculture

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ORGANISATION PROFILE

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ORGANISATION PROFILE CHANNAMMA BAJAJ Vidyanagar, P.B. Road HUBLI-581106 This company established in 27 th August 2005 as authorized dealer of Bajaj in Hubli. Now Channamma Bajaj is having 23 sub dealers. Having record of selling 5000 Bajaj vehicles in very short period of time. This shows important role of dealer in selling bikes. The different bikes available under Channamma Motors are:  CT100  PULSAR 150 DTS-I  PULSAR 180 cc  DISCOVER DTS-I  DISCOVER 135  PLATINA MANAGEMENT PROFILE: Managing Director: Shri. Ajjayya.G. Gaddadevarmath Manager SSO

: Shekar.B.H

OFFICE STAFF: Account manager : Kiran Service adviser BABASAB PATIL

: Santosh & Channapa Page 21


Cashier

: Mumta

Receptionist

: Manjula. R.G.

OTHER STAFF: Works Manager

: Anand

Spare part Managers: Muttu & Praveen SUB DEALER: Channamma Motors

Dharwad

Channamma Motors

Haveri

Jaycee Autos

Gadag

Tatti Autos

Laxmeshwar

Veman Motors

Ranebennur

Swagat Motors

Mundargi

Sri Laxmi Autos

Shiggaon

Laxmi Autos

Gajendragad

Renuka Motors

Nargund

Basaveshwar Motors

Ron

Betageri Autos

Betageri

Savanur Sales & Service

Tilavalli

Vigneshwar Enterprises

Hirekerur

Ravi motors

Hangal

Benni Autos

Savanur

Jayalaxmi Autos

Bankapur

S.K. Khandekar Motors

Kalghatgi

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Harsha Bajaj

Naregal

Laxmi Motors

Navalgund

Rani Motors

Old Hubli

Javali Motors

Keshwapur, Hubli

Sri Sai Sales& Service

Kundgol

Departments: Sales department: This department of the sales manager under whom are sales executives. The sale executives are the people who help the customers to provide the necessary information regarding their product. They are the key people who convince the customers to buy their product. This department is responsible for the sales of their product. Spares Department: Spares department consist of a manager who looks after all the transaction carried out in the spare department. This department holds the spares of the Bajaj bikes. Under the manager they are employees who are responsible for the carrying out the sales of the spares and maintaining the records of the transactions. Accounts department: This department also consists of manager under whom there are other accountants working. This department is responsible for maintaining the financial transactions carried out within the organization. Maintaining the financial transactions, during the day are to be recorded by the accounts department. Pre-delivery inspection:

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This department consists of a PDI in charge under whom there are technician working. The department is the responsible for checking the bike and making it ready before the delivery is made.

Work station: This department is responsible for the maintenance and servicing of the bikes. In this department there is a service manager, under whom are supervisors or service advisors. Under the supervisor are the technician who service the bikes that have come for servicing. There are the departments within the organization who have to report to the exdirector of the organization.

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ORGANIZATION CHART

Managing Director

Manager SSO

Spares Manager Sales Manager

Service Manager Assistants

Sales Executives

Supervisor

Workers

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PRODUCT PROFILE

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PRODUCT PROFILE Bajaj Automobiles is one of the largest two-wheeler manufacturers in the world. Bajaj Auto is present in every segment of the market be it scooters, motorcycles and three wheelers. It has supplemented its collaboration with Kawasaki with its own range of motorcycles and scooters. MOTORCYCLES FROM BAJAJ AUTO: Bajaj motorcycle range extends from the value for money CT100 DLX to the Pulsar DTS-I in the performance segment. The latest launch in the 135 cc segment in the Discover and 180cc segment in the Pulsar. Further the motorcycles can be characterized in segment. 1) Standard segment Bike: Bajaj CT100:

Bajaj CT100 Dlx provides features never before offered on an entry-level motorcycle. such as better power, better pick-up, better mileage, better comfort and better safety.

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Bajaj CT100 Dlx also has the world first SNS (Spring-in spring ) suspension ,which protects the backbone of the rider. Bajaj CT100 Dlx is available in following colours. Such as Jet Black, Candy wine red, olive green and blue. Features: Superior Comfort: You can experience the comfort of a 125-m front suspension and the world first 100mm SNS (Spring-in-Spring) Suspension, with a certified triple- rated spring. It cushions your back, even on the most unforgiving roads. While the 1235-mm wheelbases stability, and the wider rear tyre provides better road grip. Superior Style: Smart styling attractive decals, never before colours, aerodynamic fairing and much more. Superior Mileage: Exhaust TEC is a device incorporated in exhaust system of ‘CT100 Dlx’ engine. TEC stands for ‘Torque Expansion Chamber’. This world-first technology developed by Bajaj Auto improves the ‘Scavenging’ process. It gives 108 kmpl on road. Not just that, the unique Ride Control Switch acts as a virtual instructor, indicating optimum throttle opening. Superior Safety: •

Safe driving on all roads and instant stopping.

•

Low seat with high ground clearance.

•

Clear visibility during night/ rainy days.

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2) Executive Segment Bike: Bajaj Discover DTS-i: The recently upgraded discover 135 with its option electric starter and alloy wheels is perfectly suited for those looking for better performance without sacrificing on fuel economy or pricing

Features:

Superior Style:  Athletic, lean and muscular styling.  Gorgeous graphics  Integrated new style tail lamp and fluid grab rail design

135cc DTS-I Engine:

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Discover is the world first DTS-I engine which gives best in class power of 8.47 kw and delightful lileage. The digital powerhouse incorporates Trics III, Constant Vacum (CV) Carburetor, digital CDI unit and digital twin spark which substantially improves power, mileage and reduce emissions.

Exhaust TEC: World first exhaust TEC ( Torque Expansion Chamber) technology for the exhaust system improves engine torque at low rpms and its optimized to get maximum performance from the engine

Electric start: The new Bajaj discover will give you the kicks, without you having to deliver any just thumb the electric start switch, and ready to roll as the Bajaj Discover 135cc DTS-I engine purrs to life instantaneously.

Superior premium alloy wheels: High performance 17’’ premium alloy wheels which are lighter and stronger. This provides smashing profile looks and nimble handling for superior agility

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3) Premium Segment Bike: Bajaj Pulsar DTS-i: The Bajaj Pulsar DTS-I with its 150 and 180 variants have redefined the performance segment in the motorcycle market and have recently undergone upgrades. Along with additional power, improvements include a longer wheel base, gas filled rear shock absorbers and six spoke alloy wheel Features: DTS-I engine:

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. BABASAB PATIL

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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.

LITERATURE REVIEW

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LITERATURE REVIEW Customer Satisfaction Customer satisfaction is the key to success, getting our customers to tell you what’s 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 company’s activities. It also includes suggestion for distributing the form, ensuring that customer will return the form and following up on comments Customer’s 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. BABASAB PATIL

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Components of customer satisfaction/ dissatisfaction Purchase Process:It refers to the actions of the customers in buying the product. Could he find product easily? 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 consumer’s 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.

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RESEARCH METHODOLOGY

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OBJECTIVES OF THE STUDY:  To understand the customer satisfaction level towards services provided by CHANNAMMA BAJAJ.  To study the problems faced by the customers at CHANNAMMA BAJAJ.  To study the post sales service performance.  To study and understand the areas of improvement by the service provided by CHANNAMMA BAJAJ.

PURPOSE OF THE STUDY:  To understand the satisfaction level of the customer regarding the service provided by CHANNAMMA BAJAJ, to understand what are the customer requirement and improvement required by them in service.

SCOPE OF THE STUDY: The satisfaction level of the customer study will help to know the performnace of Channamma Motors & it also help the management can BABASAB PATIL

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emphasize on their weaker areas for improvement. LIMITATION: The study is istricted to 100 samples because of the time constraint & it is limited to Hulbi City.

RESEARCH DESIGN

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RESEARCH DESIGN Research methodology is the systematic approach to the given problem. In other words, it is the way in which we go for collection of data. There fore the better way of collecting data is very important than the data collected because ultimately the data collected is depended upon how we approach towards the data. The data has been collected in the following ways: 

PRIMARY DATA:

Primary data is the actual and very important data collected by researchers. It involves the formal way of collecting data wherein there is a formal meeting with different managerial personnel, operations staff and personal observations. The following were the sources of primary data 

The questionnaire prepared after discussion with the guide ,is the tool for primary Data collection



Experts views

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Direct or personal conversation with Mr. Shekar.B.H who is the SSO in



the firm. 

SECONDARY DATA:

It is the data which is already collected by someone else and which is used for our study purpose. It is the data, which gives relevant information in different fields wherever we want. The following were the sources of secondary data  Websites.  Company Manuals, Magazine.  Company Reports.

RESEARCH METHODOLOGY Primary Data Data Source

: (From questionnaire and personal interaction) Secondary data –Website, Company Manuals, Company Reports, Magazine .

Research approach

:

Survey method.

Research Instrument

:

Questionnaire.

Sample plan

:

Personal Interview

Sample unit

:

Customers of Channamma Bajaj.

Sampling method

:

Convince probability sampling

Sample Size

:

100 customer

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Area of survey

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:

The area selected for survey is Hubli city

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ANALYSIS

1)Did the salesperson spend sufficient time with you and explain everything about the vehicle? Did the salesperson spend sufficient time with you and explain everything about

Valid

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yes no Total

Frequency 76 24 100

Percent 76.0 24.0 100.0

Valid Percent 76.0 24.0 100.0

Cumulative Percent 76.0 100.0

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Did the salesperson spend sufficient time with you and explain everythin no 24.00 / 24.0%

yes 76.00 / 76.0%

Interpretation: From the above graph 76% of respondents says that sales person has spend sufficient time with them and explained about bikes & remaining 24% of respondents says that sales persons haven’t spend sufficient time with them.

2) Was the vehicle delivered on promised time?

BABASAB PATIL

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Was the vehicle delivered on promised time?

Valid

yes no Total

Frequency 67 33 100

Percent 67.0 33.0 100.0



Was the vehicle delivered on promised time? no 33.0%

yes 67.0%

Interpretation: From the above graph we came to know that 67% of the respondents replied vehicle delivered on promised time and 33% of respondents replied not delivered on promise time.

BABASAB PATIL

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3) Were you offered a test drive during your visit to our showroom? ] Were you offered a test drive during your visit to our showroom?

Valid

yes no Total

Frequency 79 21 100

Percent 79.0 21.0 100.0



] Were you offered a test drive during your visit to our showroom? no

yes

Interpretation: It is clearly seen that out of 100 respondents 79% of respondents were taken test drive and 21% were not taken test drive during the time of purchase of bike.

BABASAB PATIL

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4) How do you feel about BAJAJ two wheeler vehicles? How do you feel about BAJAJ two wheeler vehicles

Valid

Frequency Excellent 11 good 27 Moderate 24 Satisfactory 19 unsatisfactory 19 Total 100

Percent 11.0 27.0 24.0 19.0 19.0 100.0

Valid Percent 11.0 27.0 24.0 19.0 19.0 100.0

Cumulative Percent 11.0 38.0 62.0 81.0 100.0

How do you feel about BAJAJ two wheeler vehicles

Excellent unsatisfactory

good Satisfactory

Moderate

Interpretation:

BABASAB PATIL

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It is clearly seen that out of 100 respondents, 11% of respondent were felt excellent, 27% were good, 24% were moderate, 19% were satisfactory, 19% were un satisfactory.

5) State the level of satisfaction for the service provided by CHANNAMMA BAJAJ? State the level of satisfaction for the service provided by CHANNAMMA BAJAJ?

Valid

Frequency Completely satisfied 36 satisfied 42 Dissatisfied 9 Not at all satisfied 13 Total 100

BABASAB PATIL

Percent 36.0 42.0 9.0 13.0 100.0

Valid Percent 36.0 42.0 9.0 13.0 100.0

Cumulative Percent 36.0 78.0 87.0 100.0

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State the level of satisfaction for the service provided by CHANNAMMA BA

Not at all satisfied

Dissatisfied

Completely satisfied

satisfied

Interpretation:

Satisfaction level for service provided by channamma bajaj is Out of 100 respondents 36% were completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not at all satisfied.

6) What are the reasons to purchase BAJAJ vehicles?

BABASAB PATIL

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What are the reasons to purchase BAJAJ vehicles?

Valid

Frequency mileage 47 low maintenance 5 Price 13 Wide range of products 2 Brand name 33 Total 100

Percent 47.0 5.0 13.0 2.0 33.0 100.0

Valid Percent 47.0 5.0 13.0 2.0 33.0 100.0

Cumulative Percent 47.0 52.0 65.0 67.0 100.0

What are the reasons to purchase BAJAJ vehicles?

Brand name

mileage

Wide range of produc

Price low maintenance

Interpretation: From the above graph we came to know that 47% of the customers purchase Bajaj vehicle for mileage, 5% were for low maintenance, 13% were for price,2% were for wide range products,33% were for its brand name.

BABASAB PATIL

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7) When did you owned BAJAJ vehicle When did you owned BAJAJ vehicle

Valid

Frequency 6 month 9 1-2 years 20 3 years 47 3-5 years 24 Total 100

Percent 9.0 20.0 47.0 24.0 100.0

Valid Percent 9.0 20.0 47.0 24.0 100.0


When did you owned BAJAJ vehicle

6 month 3-5 years

1-2 years

3 years

Interpretation:

BABASAB PATIL

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With the help of above graph we came to know that 9% of the customers are six months old, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old.

8) What are improvements in service that you demand from CHANNAMMA BAJAJ? What are improvements in service that you demand from CHANNAMMA BAJAJ?

Valid

Frequency Service in time 45 reliable service 3 well trained mechanics 19 less labor charge 33 Total 100

Percent 45.0 3.0 19.0 33.0 100.0

Valid Percent 45.0 3.0 19.0 33.0 100.0


What are improvements in service that you demand from CHANNAMMA BAJAJ?

less labor charge

Service in time

w ell trained mechani reliable service

Interpretation: BABASAB PATIL

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It is clearly seen from the above graph that 45% of the customers demanded service in time,3% demanded reliable service,19% demanded well trained mechanics, 33% demanded less labor charge.

9) What are the different problems that you face at the time of service of your vehicle? What are the different problems that you face at the time of service of your

Valid

Frequency High price spare parts 44 Not easily available 43 Delay in service 13 Total 100

Percent 44.0 43.0 13.0 100.0

Valid Percent 44.0 43.0 13.0 100.0

Cumulative Percent 44.0 87.0 100.0

What are the different problems that you face at the time of service of Delay in service

High price spare pa

Non avalbility of SP

Interpretation:

BABASAB PATIL

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The above graph shows that the problems faced by the customers during the time of service is 44% were faced problem for high price spare parts, 43% for not easily available of spare part, and lastly 13% were faced problem for delay in service.

10) How do you rate the service performance of CHANNAMMA BAJAJ? How do you rate the service performance of CHANNAMMA BAJAJ?

Valid

Frequency Very Good 36 good 42 average 9 bad 13 Total 100

BABASAB PATIL

Percent 36.0 42.0 9.0 13.0 100.0

Valid Percent 36.0 42.0 9.0 13.0 100.0


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How do you rate the service performance of CHANNAMMA BAJAJ?

bad

average

Very Good

good

Interpretation: For the service performance of CHANNAMMA BAJAJ , Out of 100 respondents 36% were rated very good,42% were rated as good, 9% were rated as average, and 13% were rated as bad.

BABASAB PATIL

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FINDINGS

FINDINGS BABASAB PATIL

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1

From the survey of 100 samples, 76% of respondents says that sales person has spend sufficient time with them and explained about bikes & remaining 24% of respondents says that sales persons haven’t spend sufficient time with them.

2

From analysis came to know that 67% of the respondents replied vehicle delivered on promised time and 33% of respondents replied not delivered on promise time.

3

Out of 100 respondents 79% of respondents were taken test drive and 21% were not taken test drive during the time of purchase of bike.

4

From the above chapter it is clearly seen that out of 100 respondents, 11% of respondent were felt excellent, 27% were good, 24% were moderate, 19% were satisfactory, 19% were un satisfactory.

5

Satisfaction level for service provided by channamma bajaj is Out of 100 respondents 36% were completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not at all satisfied.

6

From the above chapter we came to know that 47% of the customers purchase Bajaj vehicle for mileage, 5% were for low maintenance, 13% were for price,2% were for wide range products,33% were for its brand name.

7

With the help of above analysis we came to know that 9% of the customers are six months old, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old.

8

Out of 100 sample 45% of the customers demanded service in time,3% demanded reliable service,19% demanded well trained mechanics, 33% demanded less labor charge.

BABASAB PATIL

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9

The above analysis part shows that the problems faced by the customers during the time of service is 44% were faced problem for high price spare parts, 43% for not easily available of spare part, and lastly 13% were faced problem for delay in service.

10 For the service performance of CHANNAMMA BAJAJ , Out of 100 respondents 36% were rated very good,42% were rated as good, 9% were rated as average, and 13% were rated as bad.

BABASAB PATIL

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SUGGETIONS

BABASAB PATIL

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SUGGETIONS

•

In case of addressing the customers Channamma Bajaj should ensure that the sales persons explain the details of the bike to the customers, because 24% of the respondents are unhappy.

•

Channamma Bajaj should also ensure that the bikes given for servicing are delivered in time.

•

To increase the awareness regarding maintainance of bike the dealer should conduct free check up camps.

.

BABASAB PATIL

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CONCLUSION

BABASAB PATIL

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CONCLUSION From the survey it is found that major portion of customers are satisfied with the service provided by Channamma Bajaj. To maintain & 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.

BABASAB PATIL

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QUESTIONNAIRE

QUESTIONNAIRE 1] Name and Address:

2] BAJAJ two wheeler model 3] Did the salesperson spend sufficient time with you and explain everything about the vehicle ? Yes

No

4] Was the vehicle delivered on promised time? BABASAB PATIL

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Yes

No

5] Were you offered a test drive during your visit to our showroom? Yes

No

6] How do you feel about BAJAJ two wheeler vehicles? a] Excellent

b] good

c] Moderate

d] Satisfactory

e] unsatisfactory

7] State the level of satisfaction for the service provided by CHANNAMMA BAJAJ? a] Completely satisfied

b]satisfied

d] Not at all satisfied

c] Dissatisfied

e] Neither satisfied nor dissatisfied

8] What are the reasons to purchase BAJAJ vehicles? a] mileage

b] low maintenance

d] Wide range of products

c] Price e] Brand name

9] When did you owned BAJAJ vehicle a) 6 month

b) 1-2 years

c) 3 years

d] 3-5 years

10] What are improvements in service that you demand from CHANNAMMA BAJAJ? a] Service in time BABASAB PATIL

b] reliable service Page 63


c] well trained mechanics

c] less labor charge

11] What are the different problems that you face at the time of service of your vehicle? a] High price spare parts

b] Non availability of spare parts

c] Delay in service

d] Low quality of spare parts

12] How do you rate the service performance of CHANNAMMA BAJAJ? A] Very Good D] Bad

b] Good

c] Average e] Very bad

13] Do you have any complaint, problem regarding availability of spares parts & Other services?

14] Do you suggest any improvement in CHANNAMMA BAJAJ?

BABASAB PATIL

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REFERENCES

BABASAB PATIL

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REFERENCES

• Market Research by- Tull and Hawkins • Marketing Management by- Philip Kotler

BABASAB PATIL

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BABASAB PATIL

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customer satisfaction on bajaj

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