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CUSTOMER SATISFACTION TOWARDS BAJAJ DISCOVER DTS-I
INTRODUCTION
The two-wheeler offers convenience and independence in traveling short distance; two wheelers have been instrumental in transforming the life style of a large number of people, particularly in the urban areas in India. In 1986-87, 61% of the entire vehicle registered in India were two wheelers, compared to merge 8% in 1950-51.The picture becomes clearer if we look at the production trend. between 1950-1990, two wheelers have come a long away from a mere 900-vehcile markets the scale of production has raised to 18, 00,000 per year. Till 1980, the sellers, with tight controls and a strict import policy, dominated The Indian two-wheeler market. The primary reason for such a discoverable shift in the market pattern is the liberalization in the government in the form of licensing, especially in allowing imports and in fusion of the latest technology .the consequence of this new policy has been a spurt in the number of foreign collaborators entering the Indian two-wheeler market. The most important of these foreign partners have been YAMAHA, HONDA, KAWASAKI and PIAGGIO Customer satisfaction surveys maximize the retention of current customers, and help enterprises to better position themselves among prospective clients.
SHRI CHHATRAPATI SHIVAJI COLLEGE OMERGA
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However, customer satisfaction surveys that do not uncover customer perceptions or needs, improve customer loyalty, or help the enterprise to make improvements are essentially useless. To develop successful customer
satisfaction surveys, we should learn how to plan, design, implement, and manager survey questions that lend themselves to effective trend analysis.
Customer satisfaction surveys are important vehicles for enterprises, as they measure customer satisfaction, and therefore help to determine customer loyalty. However, with the advent of globalization and Internet, todays customers expect more from the enterprise. For this reason, we need to ensure customers are
completely, not merely, satisfied to achieve competitive advantage in the market place.Historical date tracking is crucial in the customer satisfaction survey system. If an enterprise does not manage customer data, it cannot analyze responses over a given time, making it difficult to see if products, services, and/ or support are improving worsening, or remaining stagnant we should therefore design a data base for question and response management, to monitor overall satisfaction as well as to observe satisfaction by sub-groups. Successful customer satisfaction surveys require clear and well understood processes. This means we need to set concrete and realistic objectives, and to
understand different sampling, methodology, and design issues.
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STATEMENT OF PROBLEM
"Satisfaction is a persons feels of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation his/her expectations.
As this definition makes clear, satisfaction is a faction of perceived performance and expectation. If the performance fails short of expectations, the customer dissatisfied, highly many companies are aiming for high satisfaction, because customers who are just satisfied still find it easy to switch when a better oiler comes along. Those also are highly satisfied are much less ready to switch high rates faction or delight creates un emotional bond with the brand, net just a rational preference the result is high customer loyalty.
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OBJECTIVES OF THE STUDY

The primary objective of the study is to ascertain the attitudes of the customers towards the bajaj discover dts-I bike. The respondents include employees, business people, students. The study includes: To find out effectiveness of the distribution channel. To study the market for bajaj discover dts-I bikes. To study the dealer selection criteria of a particular brand by the customers. To evaluate the effectiveness of discover bike advertisements. To find out the availability of the stock at dealers in twin cities. To find out the condition of the stock during the delivery and duration of delivery of the stock. To find out the servicing facility giving by the dealers to the customers. To find out the number of customers who taken the bike through finance companies. And also to find out the overall satisfaction of the bike from customers.
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SCOPE OF THE STUDY: The study is conducted on Bajaj discover dts-I bike at V K G BAJAJ. The study is confined to the area of GULBARGA. The sample of the respondents chosen for the study was service centers, at offices, and at shopping malls.
The size of the sample was : 100
1. The study would help the management in building strong customer relationship. 2. The study would disclose the problems relating to customer satisfaction of service provided. 3. This project helps to organization to improve the quality of the sales services.
4. From this project we will come to know the satisfaction level of Dealer
5. It may also help the reader to gain real organizational knowledge as the study gives practical exposure of organization.
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METHODOLOGY
MARKETING RESEARCH Definition of marketing research as approved by the board of the American Marketing Association (AMA) is: Marketing research is the function which links the customer and public to marketer through information used to identity and define marketing opportunities and problems; generate define and evaluate , marketing actions, monitor marketing performance, and improve understanding of marketing as a process. Simply, marketing research is the systematic design, collection, analysis and reporting of the data findings relevant to a specific marketing situation facing the company. Careful planning through all stages of the research is a necessity. Objectivity in research is all-important. The heart of the scientific method is the objective gathering and analysis of the information. The function of marketing research within a company is to provide the information and analytical inputs necessary for effective. Planning of future marketing activity. Control of marketing operations in the present. Evaluation of marketing results.
A research may undertake any of the three types of research investigations depending upon the problem. These three types of research included. Basic research Applied research Designated fact gathering.
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DATA COLLETION The information needed to further proceed in the project had been collected through primary data and secondary data.
PRIMARY DATA Primary data consists of information collected for the specific purpose at hand for the purpose of collecting primary data, survey research was used and all the retail outlets sellers using different brands and their competitors were contacted. Survey research is the approach best suited gathering description.
SECONDARY DATA The secondary data consists of information that already exist somewhere, having been collected for another purpose. Any researcher begins the research work by first going through the secondary data. Secondary data includes the information available with the company. It may be the findings of research previously done in the field. Secondary data can also be collected from magazines, newspapers, other surveys conducted by known research agencies etc.., RESEARCH METHODOLOGY The respondents are the customers who the Bajaj Discover dts-I bike and their experience with that bike. The study is carried in twin cities of GULBARGA with the sample size of 100. The survey was carried out with the help of a structured questionnaire, which helps in accomplishing the research objectives. The respondents by means of personal interview administer this structured ended questionnaire.
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LIMITATIONS
The present study is subjected to following LIMITATIONS,
1. Method of data collection was through personal interview and therefore personal bias becomes a major limitation.
2. Due to the time constraints all the customers were not covered.
3. The sample was restricted to 100 respondents (customers), which may restrict the scope and completion of study.
4. The scope of study is restricted only to the twin cities of GULBARGA. 5. Due to their busy schedule some customers wont give answers to all the questions in the questionnaire.
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COMPANY PROFILE
HISTORY OF BAJAJ
Bajaj auto ltd of India has been manufacturing scooters for four decades has been become the largest scooter manufacturer in the world.
Bajaj auto two vehicle manufacturing plants are spread over 1500 acres in two cites, produce a vehicle every 17 seconds and employee over 18000 people. The company manufactures world acclaimed products under license or in collaboration with other manufactures and in 1995 produce more than one million vehicles for market in 70 countries in Asia, Europe, Americas and Africa continents where bajaj auto vehicles have already logged billons of kilometers.
Bajaj auto goes to extremes to ensure quality ensure assurance most components are manufactured on the state of the art, automated machines and a typical bikes and its components parts go through some 4000 quality checks before the unit is finally tested on a dynamometer.
In addition to bikes manufacturer of the bajaj group manufactures involved in industrial and household electrical products, steel machine tools, food, alcohol land development and banking.
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Our Brand Identity
Our Brand is the visual expression of our thoughts and actions. It Our conveys to everyone are our the intention primary to constantly audience inspire for confidence. brand.
customers
our
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 customers experience. In doing so, we ensure a special place for ourselves in the hearts and the minds of our customers. The Bajaj Group came into existence during the turmoil and the heady euphoria of India's freedom struggle. Jamnalal Bajaj, founder of the Bajaj Group, was a confidante and disciple of Mahatma Gandhi, and was deeply involved in the effort for freedom. The integrity, dedication, resourcefulness and determination to succeed which are characteristic of the Company today, are often traced back to its birth during those long days of relentless devotion to a common cause. Today, Rahul Bajaj is the Head of the Group. He has been the Chief Executive Officer of Bajaj since 1968 and is recognised as one of the most outstanding business leaders in India. As dynamic and ambitious as his illustrious predecessors, he has been recognised for his achievements at various national and international for a Bajaj is currently India's largest two and three-wheeler manufacturer and one of the biggest in the world. We have long left behind our annual turnover of Rs.70 million (1968), to currently register an impressive figure of Rs.40 billion. Supervision - of the Companys activities by a professionally competent and independent management and board of directors.
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Management Profile
Ranjit Gupta Management Profile N H Hingorani P B Menon R L Ravichandran C P Tripathi J. Sridhar Rahul Bajaj Madhur Bajaj R A Jain D S Mehta Rajiv Bajaj Sanjiv Bajaj
Vice President (Insurance) Vice President (Materials) Vice President (Projects) Vice President (Business Development & Marketing) Vice President (Operations) Company Secretary Chairman and Managing Director Vice Chairman Executive Director Wholetime Director Joint Managing Director Executive Director
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Milestones 2006 September Bajaj Discover DTS-i launched, Bajaj Discover 135cc August May January 2005 October October July February 2004 November January 2003 The Bajaj Saffire is introduced. 2002 Caliber motorcycle notches up 100,000 sales in record time of 12 months. Production commences at Chakan plant. 2001 June 7th July 25th October 2000 Kawasaki Bajaj Caliber rolls out of Waluj. Legend, Indias first four-stroke scooter rolls out of Akurdi. Spirit launched. Bajaj Auto launches its latest offering in the premium bike segment Pulsar. The Eliminator is launched. New Bajaj Chetak 4 stroke with Wonder Gear launched Bajaj CT100 Launched Bajaj unveils new brand identity, dons new symbol, logo and brandline 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.
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Awards Product Award
Year
By OVERDRIVE Awards 2005 OVERDRIVE Awards 2005 ICICI Bank OVERDRIVE Awards 2004 ICICI Bank OVERDRIVE Awards 2004 ICICI Bank OVERDRIVE Awards 2004 CNBC AUTOCAR Awards 2004 Business Standard Motoring BBC World Wheels Award 2003
Bajaj Discover DTS-i - Bike of the 2005 Year 2005 Bajaj Discover DTS-i - Indigenous 2006 Design of the Year 2005 BAJAJ AUTO - Bike Maker of the 2005 Year 2004 DTS-i Technology - Auto Tech of 2004 the Year 2004 Bajaj Pulsar DTS-i Bike of the Year 2004 2004 Wind 125 Two Wheeler of the Year 2004 2004 Wind 125 Bike of the Year 2004 2004 Bajaj Pulsar 180 DTS-i BBC World 2003 Wheels Viewers Choice Two Wheeler of Year 2003 Bajaj Pulsar 180 DTS-i BBC World 2003 Wheels Award for Best Two Wheeler between Rs 55,000 to Rs 70,000 Bajaj Pulsar 150 DTS-i BBC World 2003 Wheels Award for Best Two Wheeler between Rs 45,000 to Rs 55,000 Bajaj Boxer AT KTEC BBC World 2003 Wheels Award for Best Two Wheeler under Rs 30,000 Bajaj Pulsar - Motorcycle Total 2003 Customer Satisfaction Study Bajaj Pulsar - Bike of the year 2003
BBC World Wheels Award 2003
NFO Automotive ICICI Bank OVERDRIVE Awards 2003
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BAJAJ
Discover DTS-i
100 80 60 40 20 0 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

East West North
Another brilliant layout for a Bajaj two wheeler launched last autumn and now in the market with value addition of electric start with kick start price. This particular advert inserted in the Annapurna Post had superior reproduction thus assisting in this imagery led advert with short and punctuated copy of features for easy reading.
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BAJAJ DISCOVER DTS-I TECHNICAL SPECIFICATIONS.
ENGINE & Type, TRANSMISSION. Displacement, Maximum Net Power, Maximum Net Torque. SUSPENSION Front Rear
Four stroke DTS-I, 24.52 cc 8.47 KW (11.51 Ps) @ 8000rpm 10.8 Nm @ 6500rpm. Telescopic Trailing arm with coaxial hydraulic shock absorbers and triple rated coil Springs. Drum-130mm diameter Drum-130mm diameter 2.75 X 17, 4 PR 3.00 X 17, 6 PR
BRAKES
Front Rear Front Rear
TYRES
FUAL TANK CAPACITY ELECTRICALS
Full
10 Liters(2.3 liters for reserve)
System 12 Volts (AC + DC) Handlamp Electric Start (ES) version 35/35 W Halogen headlamp Kick Start (KS) version 60/35 Halogen headlamp Wheel base 1305mm
DIMENSIONS
KERB WEIGHT Electric Start (ES) version 129 kgs Kick Start (KS) version 125 kgs
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BAJAJ DISCOVER DTSi Road Test by Dilip Bam
Bajaj Auto is on a voyage of Discovery. By Discovering DTSi technology it has Discovered the path back to the numero uno position where it once upon a time was. Before Discovering DTSi somewhere along the line, it had lost the Caliber to be numero uno. Then it started Pulsating to the DTSi tune. Yet there was not enough WIND in the Bajaj sail to match the sale of some other Splendid sailors. But today thanks to its Discovery Bajaj is bajaOing CT, 100 times to herald its success. So much so, that it is on the verge of Eliminating the opposition. Welcome to the world of DTSi, which is Pulsating the market so much, that Bajaj Auto has Discovered that fitting DTSi into Eliminator makes it Terminator ! (==Arnold DTSi Schwarzenegger)
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The denouement of DTSi has become almost a trademark of Bajaj Auto. Whether it is the 180 cc class, the 150 cc class or the 125 cc class, Bajaj is there ahead of all others. The only class where it doesn't lead Splendidly, is the class where the Heroes are outshining DTSi like the Aurora Borealis lights of the North Pole. But here in Maharashtra where Bajaj is located, Bajaj is closer to the Equator than the Heroes of the north, and it might be just a matter of time before the equatorials equalize, and maybe neutralize and overtake, the Shining Splendor of Aurora Borealis !
I am talking about the 125 cc Bajaj Discover, during the testing of which I Discovered, that if you want to be a class leader (and market leader), you have to pay attention to detail. You have to innovate, invent, adapt and adopt new technology. All of which, Bajaj Auto has done. Discover has become the class leader. The rest, as they say, is history, well almost.
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DISCOVER EXTERNALS The fit-and-finish of this bike is, in supermarket language, "EXPORT QUALITY". Indeed, the Discover, according to unconfirmed reports, is going to be exported to the Phillippines and will be sold there as a Kawasaki, even though it is believed that this is a pure Bajaj bike! If this is true, then Bajaj will have gone where no (Indian) man has gone before! And it will be the greatest achievement of any Indian exporter ever! There are many best things about this bike. One: the fact that the seat does NOT have a cusp like the el-paino cousins of this bike. True the front (rider) part of the seat does not have enough sq. cm. surface space to comfortably park your ass (even if you are 59 kg like me), but if you're as tall as me, 174 cm==5.85 feet, you can slide your ass on the seat, fore-and-aft like you could do in the old venerable RX100, which had the best seat this side of Bullet. The shape of the seat too is somewhat unconventional, in that it narrows towards the front part, which is good for shorties who can slide forward and reduce crotch angle so that their feet can reach the ground.
The seat itself is 26 inches long, and 10.25 inches wide at its widest (in the middle), reducing to just 5.5 inches wide at the front end, somewhat like the old Bullet seat shape. Seat height from the ground is 77 cm (bike off-stand, one rider of 66 kg sitting on it). Due to its lower than usual seat height and its shape narrowing towards the front, would find this bike quite suitable.
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Another unique thing about this bike is that its ground clearance of 140 mm (bike off-stand, one rider of 66 kg sitting on it) is the same whether measured at the rear end of stand, one rider of 66 kg sitting on it) is the same whether measured at the rear end of the retracted main stand, at the pivot of the side stand, or at the lowest point in the exhaust bend pipe. Most people may think this is unimportant except that most bike literatures which specify a ground clearance figure, don't say exactly at what point it is measured, and my measurements have shown that it invariably is different (always less) than the stated figure, as well as different at the three points mentioned above. Even in the Discover, while the Owners Manual mentions a figure of 175 mm for an un-laden bike, it is actually 140 mm, measured as specified above at any of the three points. The shape of the Kick lever is round, like the Pulsars. There is a heat shield on the silencer, topped by a metallic bracket (footrest for triples?). Rear view mirrors (RVMs) are an item that most people don't give much importance to, and remove them, saying they look like donkeys ears. Yet they are life savers, and the RVMs of the Discover are very good, have very firm cup-and-ball joints, and have a 32 inch field of vision. Handlebar width is 26 inches without the end-pieces, and 29 inches if end pieces are included. I always hold the handle at the extreme end, i.e. at the end-pieces.
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The switch assembly at LH have buttons for pass-light (day-flash), choke lever, hi-lo beam, turn-indicator (press-cancel type), and horn button. The two same-size dials on the dashboard are quite basic (in the spoke-wheeled, self-start version I tested), having Speedo-0do and trip meter at LH and fuel gauge at RH. However, the knob to bring the trip meter to zero is very difficult to operate. You have to be an Olympic Gymnastics Gold Medalist (or a monkey), to be able to operate it. Also, in the two dials, the graduations are in red color against a black background, difficult to see. Either the background should be white for red graduations, or the graduations should be white against a black background.
The tell-a-tale (tt) lights on this bike are about the best, most distinct and most visible. The green tts for LH turning and RH turning are different and located quite a distance apart, very good. The blue hi-beam tt is at LH, exactly mirror opposite to where the green neutral indicator tt is. Lower down, where the gear- shift-lever is, there is a diagram indicating the all-down gear shift pattern, and a table printed on the chain cover gives the recommended tyre pressures. Tyre sizes are 2.75 x 17 front and 3.oo x 17 rear, both 6 ply rating.
ELECTRICALS & CAPACITIES
Electricals are 12 volt AC + DC. There are two different headlight powers for different versions of the bike. The Electric Start (ES) version has a 35/35 watt headlight, while the Kick Start (KS) version has a 60/55 watt headlight. (Why Bajaj is giving low wattage light to high end version and high wattage light to low end version, I don't understand. Why not give 60 watts light on all?). The brake light is of 21 watts, which is excellent. Battery capacity is 12v-9Ah for ES version and 12v-2.5 Ah for KS version.
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ENGINE & TRANSMISSION:
The bike is powered by a 125 cc engine having bore x stroke of 57 x 48.8 mm, which develops 11.5 PS (8.47 kw) of power at 8000 rpm at a compression ratio of 9.5. The Owners Manual does not specify how much torque is produced, but other literature from the manufacturer mentions that max. Torque is 10.8 Nm at 6500 rpm. Fuel is ignited in the cylinder by TWO Champion RG 4 HC spark plugs, the LH plug being traditionally located in the vertical engine, while the RH plug is embedded deep inside the engine block. The spark is controlled by a digital CDI unit. Carburetor make and model is not mentioned in the manual, but I note that the bike I am testing (MH.12.CN.6376) is fitted with a Kei Hin NCV Z 63 unit, which is a Constant Vaccum (CV) carburetor. Transmission is through a four-speed constant mesh gearbox, having an all-down shift pattern.
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ON THE ROAD
Press the start button, press toe to shift into first gear and gently let go the clutch and the bike moves smoothly. Exhaust note is the typical DTSi throaty rumble, very healthy and pleasing. Gear shifting is quite slick, with no notchy-ness or any other impediment. To save on petrol, one can quickly shift to top (fourth) gear by the time bike attains a road speed of 25 kmpH and then continue in top gear at 25 kmpH or just gradually turn the throttle to increase speed without the need to shift to lower gear. What this means is, that the Low End Torque (LET) is EXCELLENT and driving this bike even in heavy traffic is quite effortless. What's more, due to this excellent LET, the mileage is also excellent. Contrary to most other bikes (which have cusped seats), the seating geometry of this bike is quite flexible and driver can adjust his seating geometry to his most preferred comfortable posture. This single feature (no cusp in seat) makes this bike preferred for long drives as well. The excellent LET is because of the Exhaust-TEC technology used here. (TEC stands for Torque Expansion Chamber). If you look carefully at the bend-pipe coming out of the engine as it goes under the crankcase, you will see that at a certain point in its length, the diameter increases in one step (not conically) from 3.8 cm to 4.45 cm.
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PERFORMANCE
For performance testing, the actual riding was done by one time racer, Bhardwaj Jadhav (age 21, height six-foot-one-inch, weight 75 kg), who I know since we did K2K on Kinetic Nova a year ago. Braking distance from sixty to dead stop was 14.6 meters. My method for measuring braking distance is to attain a speed of steady sixty kph, and when the front tyre touches a prominently drawn (on the road surface) bright clearly visible line, press both brakes (as in panic braking), lock both wheels and skid to a dead stop. Top speed I could do on this bike (full throttle) was 90 kmpH. Acceleration zero to sixty was measured at 9.5 seconds. Since there is a built-in human error of @ one second in my rudimentary method, the actual figure would be closer to 8.5 seconds.
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FUEL CONSUMPTION
S.No
2 3 4
Driving / Traffic / Road Conditions Distance Covered (km) Heavy traffic. 14 GCs & 9 Brkgs. 4.3 Complete stop at one traffic light. Engine off. Self-start and move. Half the journey @ 20-25 kph and later upto max 55. Tried to stay in as high gear as possible. Steady 40. Only one Brkg & one GC to 3.5 second. High speed up to 75. Mostly above 60. 4.1 Two Brkgs & GCs Normal traffic. Up and down slope. 7.8 Three stops. Eight brakings & 10 gear changings. OVERALL TOTAL 19.7
Fuel Consumed (litres) 0.0880
Fuel average (kmpL) 48.9
0.0410 0.0775 0.1425
85.4 52.9 54.7
0.3490
56.5
NOTE: In this test, I tried to see if keeping Ride Control Switch ON (==RC on) and keeping it OFF (RC off) made any difference to mileage figures.
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S.No
3 4
5 6
Driving / Traffic / Road Conditions Distance Covered (km) RC off. Heavy traffic. Rode 50 meters 4.3 in 2nd. Then speed @ 20 kph for first 2 km in which once rode five metres in 1st & then up to 55 kph for the next 2.3 km. 22 GCs. 24 Brkgs. RC off. Speed almost steady 40-45. 2.70 Two GCs to 3rd. Once accelerate to 45 to overtake. RC on. Normal traffic. Speeds up to 3.10 50. Three Brkgs & GCs. RC on. Went 1.7 km at almost steady 3.45 40, change to 2nd, made U-turn and came back to starting point. RC off. Did exactly same trip in 3.45 conditions as at 4.above with RC off. RC off. Normal traffic. Speeds up to 6.40 50. Thrice accelerate to overtake. Nine GCs. Seven Brkgs. RC on. Normal traffic. Speeds up to 3.40 50. Twice accelerate to overtake. Seven GCs and eight Brkgs. Overall Fuel Average 26.80
Fuel Consumed (litres) 0.0800
Fuel average (kmpL) 53.8
0.0365
74.0
0.0500 0.0550
62.0 62.7
0.0550 0.0950
62.7 67.4
0.0540
63.0
0.4255
63.0
As can be seen from readings 4 and 5 above, the the use or non-use of Ride Control Switch made no difference. Also, the newer bike, MH.12.CN.5505, gave an overall mileage of 56.5 kmpL, while the older bike MH.12.CN.6376, gave an overall mileage of 63 kmpL. Since rider (Dilip Bam) was same on both tests (which means same driving style), and road conditions were also same (both tests were done on the same road at the same time), the difference in mileage figures is because of the condition and state of tuning of the two differentbikes.
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REVIEW OF THE STUDY

Customer Satisfaction
A large consumer electronic retailer needed to survey customer satisfaction on a store level. After experimenting with interviewing on their own, they decided to outsource to a third party because of the large volume of Calls each month. Using sales tickets, customers were randomly interviewed on many topics including product satisfaction, sales representative knowledge, home delivery service and warranty topics. Quotas were established by region and store size. Final surveys were evaluated and store improvements were implemented. Customers who also frequented competitor stores were for interviewed for comparison..
Market Research
A large manufacturer of industrial software and products wanted to get unbiased feedback from their customers about their products and service in comparison to the competition. They trusted Direct Telemarketing Services, Inc. to conduct the interviews. Each quarter, DTS Inc. would contact engineers and other end-users recording their thoughts and recommendations. This in-depth interview covered a variety of topics important to the manufacturer and the results were reported to upper management decision-makers. The components to success included establishing quotas to ensure all the products were represented. The data was returned electronically to be uploaded into the clients statistical software.
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Why Survey? Satisfied customers, partners, suppliers and employees mark the difference between business success and failure. Armed with the feedback you gain from surveying your customers on a regular basis, you'll be able to develop the products, programs and services that will turn your satisfied customers into loyalcustomers
Customer Satisfaction Results. Not only are customer surveys essential for assessing and improving customer loyalty, it is a well documented marketing fact that the very act of surveying a customer can increase the likelihood of purchase by up to 300 percent. . Survey Software. Survey software describes the tools to design, manage, and analyze customer use and satisfaction surveys. Survey software ranges from out-of-the-box pre-designed tools that provide only basic question customization and raw data reporting to highly customizable surveys with powerful reporting features. Survey software can be integrated with an organization's database so that the survey questions are tailored to the features of the customer in question (at risk, repeat buyer)On the reporting end, realtime web-based data analysis tools are the norm, so that managers can graph, query, and otherwise slice and dice user feedback in any imaginable way. Customer feedback can be tied to future purchasing patterns, allowing for better prediction of revenue streams from product change and customer service iniatives The Value of Customer Satisfaction By Andrew Mennie, General Manager eGain Communications EMEA
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What is the connection between customer satisfaction and the bottom line? Ever wondered how much customer satisfaction is worth? We all know and accept that it is a strategic goal for all organisations involved in the delivery of customer service. Yet in all my experience as a professional in this arena, I have never come across a customer services director who could articulate the financial value of customer satisfaction to their business. Conversely, I have never met a Customer Service Director who wasnt measured on it. How bizarre. Big business is happy to measure it but doesnt know what its worth.
One of the reasons for the difficulty in making the connection, is the intangibility of customer churn. That is to say, how dissatisfied does a customer have to be before they leave and sign with the competition? What might be an intolerable experience for one customer may well exceed all expectations of another. Then theres competition. What if there isnt any? Before deregulation how concerned were the large utility companies with customer satisfaction or British Telecom come to that. Interesting therefore that the telecoms sector is where war is being waged on customer satisfaction. could it be that high customer satisfaction attracts new customers and helps retain existing ones? Sounds like that could be worth something.
There is no question that customer satisfaction is difficult to measure, but why is measurement so essential? As a student I opened my first bank as an adult with a major high street bank. They attracted me with their offer of a 10 deposit to the account. I stayed with them through the four years of University, through the gradually increasing overdraft, the unintentional forays beyond the overdraft limit, the lost ATM cards, the replacement cheque books, the minimal deposits, the regular and very small withdrawals. Except for the penalty charges for the overdraft excursions the bank made very little money out of me, and in fact incurred untold cost in maintaining
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All that effort, clearly with the goal of keeping me in my earning years and reaping back their investment. In fact I felt consciously loyal to them at that point and even recognised that it was my turn to pay them back. So why was their customer service so poor once I became a full-time employee? I stayed with them for several years using them for mortgage services, investments and insurances but eventually churned to one of the first telephone banks. Ive been with them a few years now and every time I phone them they are aware of my recent communications with them, requests that I have made and they dont try to sell an unwanted insurance policy at the end of every call.
The dissatisfaction that developed as I transitioned from a student lifestyle to a working lifestyle was sufficient after a few years to outweigh the goodwill they had built in looking after me as a student. So where did it all go wrong? They failed to treat me any differently as a worker to how they had dealt with me as a student. Letters informing me of a 2.50 step over the overdraft limit that cost me 15 in charges plus a 25 overdraft re-arrangement fee soon had me heading for the door.
Two important lessons that can be learnt from this are that you must treat your customers personally, and customer dissatisfaction will hit your bottom line.
If someone had asked me as a student how satisfied I was with my bank as a percentage, I would have replied 80%. Before I churned that would have dropped to 30%. It is possible that I would have churned had there been more competition in the market at the time. It took the launch of a brand new concept to push me over the edge. So in my case, in a semi-competitive market the threshold for churn was 30%. Assuming that at any given time a business has a percentage of customers at 30% satisfaction in danger of churning, and that a customer satisfaction score of 50% is sufficient to retain them, then an increase in customer satisfaction of 20% will retain all those customers at risk. How many are there and what are they worth?
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I estimate that my own net-present lifetime value (throughout 35 years of employment) to a mobile phone company is 50,000 given that my average bill is 150 per month. I have already spent 18,000 on calls and even if that drops fifteen years before I retire, Ill conservatively rack up another 32,000. Assuming that my telecoms provider has one million customers like me, and at any given time 10% are below the 30% satisfaction threshold, the lifetime value of a 20% increase in customer satisfaction across the board is 5billion, or 250million per percentage. Plug your own numbers in if you dare.
Ten Basic Rules For Customer Satisfaction

1. Involve top management. 2. Know the customers. 3. Let the customers define what attributes are important. 4. Know the customers' requirements, expectations, and wants. 5. Know the relative importance of customer decision criteria. 6. Gather and trust data 7. Benchmark the data against competitors, and identify competitive strengths and weaknesses. 8. Develop cross-functional action plans that enhance strengths and correct weaknesses. 9. Measure performance continually and spread the data throughout the organization. 10. Be committed to getting better and better and better.
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DIFFERENT AGE GROUPS USING BAJAJ DISCOVER DTS-i S. No. 1. 2 3 4

60
Age 20-30 30-40 40-50 50-60
No. of Respondents 42 48 6 4
50 NO. OF RESPONDENTS 42 40
48
30
NO. OF RESPO NDENTS
20
10
0 20 - 30 30 - 40 AGE 40 - 50 50 - 60
INTERPRETATION
In my study I found that most of customers who are using this bike are between the age group of 30 - 40 and then 20 30, which is clearly shown in above figure.
Page 31
CUSTOMERS OPTED DIFFERENT DEALERS.
Decan Bajaj 2%
Rahul Bajaj 24%
MG Brothers 10%
Siddi Vinayaka 64%
Deccan Bajaj 2%
Rahul Bajaj 24%
M.G. Brothers 10%
SiddiVinayak 64%
INTERPRETATION In my study it is found that maximum number of customers are from V K G Bajaj,
Rahul Bajaj is in second place than comes M.G Brothers and Deccan bajaj which is shown in the above pie diagram.
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OCCUPATION OF CUSTOMERS: S. No. 1. 2 3 Occupation Students Employee Business No. of Respondents 10 48 42
OCCUPATION
STUDENTS
10
EMPLOYEES
48
BUSSINESS
42
10
20
30
40
50
NO. OF CUSTOMERS
INTERPRETATION
In my study it is found that most of the customers who are using this bike are employees and as well as business people.
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Which promotion made the customers to aware of this bike ?
S. No. 1. 2 3 4
Promotion T.V. Cds Headings Friends News Paper
No. of Customers 24 8 32 36
40 35 30 25 NO.OF 20 CUSTOMERS 15 10 5 0
36 32 24
TV ads
Hoardings
Friends
Newspaper
PROMOTION
INTERPRETATION
In my study I found that most of the customers are come to aware of this bike is from newspaper ad, from friends and from TV ads which is shown in the above bar diagram.
Page 34
What motivated to purchase this bike by the customers? S.No. 1 2 3 4 5 6 Promotion Ads Pick up Mileage Brand Price Package Percentage 8% 10% 10% 18% 22% 24%
PICKUP 10% MILEAGE 10%
ADS 8%
PACKAGE 32% BRAND 18%
PRICE 22%
INTERPRETATION
In my study it is found that most of customers are motivated to buy this bike is from packages (i.e.., stylish look, shock absorbers and light doom..,) and than price, brand and mileage. It is shown in the above pie diagram.
Page 35
No.of customers purchased this bike on Down payment /through Finance company
S. No. 1. 2
No. of Customers Dacan Payment Finance
Mode of Payment 24 76
80 70 60
NO. OF 40 CUSTOMERS
76
50 30 20 10 0 Down payment Finance

MODE OF PAYMENT
24
INTERPRETATION
From the study It is found that most of customers 76% are purchased their bike through finance companies, and 24% respondent purchase on down payment.
Page 36
S. No. 1. 2 3 4 5 6
Finance Companies ICICI HDPC GE Bajaj Centurian City Finance
No. of Customers 22 12 18 14 26 8
30 26 25 NO. OF CUSTOMERS 20 15 10 5 0 ICICI HDFC GE BAJAJ CENTURIAN CITIFINANCE FINANCE COMPANIES 22 18 14 12 8
INTERPRETATION
In my study I found that most of customers are purchased their bike through finance companies. In that, most of the customers opted Centurion and then ICICI which was shown in the above two bar diagrams.
Page 37
CUSTOMERS FEELING ABOUT THE PRICE OF THE BIKE?

S. No. 1. 2 3 4
60
No. of Respondents Very High High Modarate Low
Price 0 46 52 0
52 50 NO. OF RESPONDENTS 46
40
30
20
10 0 0 VERY HIGH HIGH PRICE MODERATE LOW 0
INTERPRETATION
In my study I found that most of the respondents feel that the price of the bike is high and some of them answered it is moderate. It is shown in the above bar diagram.
Customers say about pick-up of the bike? SHRI CHHATRAPATI SHIVAJI COLLEGE OMERGA
Page 38
S. No. 1. 2 3 4
Pick Up Excellent Good Average Below Average
No. of respondents 4 46 50 0
50 46
50 45 40 35 30 no. of respondents 25 20 15 10 5 0
4 0 excellent good average pick-up below average
INTERPRETATION
In my study I found that there is almost same response for pick-up that is average and good from the respondents. In order to say that the pick up of the bike is average from the customers and which is shown in the above bar diagram.
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Customers feel about while riding the bike.
S. No. 1. 2
Feeling Un Comfort Pride & Comfort
No. of Customers 2 98
feeling
uncomfort 2
pride & comfort
98
50
no.of customers
100
150
INTERPRETATION
In my study I found that customers respond me comfortable while riding the BAJAJ DICOVER DTS-I bike it is shown in the above bar diagram. From this we can say that it is comfortable while riding.
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MILEAGE:
S. No. 1. 2 3 4
70
Mileage 40-50 50-60 60-70 70-80
62 60 NO. OF RESPONDETS 50 40 30 20 10 2 0 40 - 50 50 - 60 MILEAGE 60 - 70 70 - 80 0 36
INTERPRETATION
In my study I found that most of the customers responded me that their bikes are giving mileage around 50 60 and some of customers told me around 40 -50. It is shown in percentages of respondents in the above diagram.
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SERVICING FACILITY OF BAJAJ S. No. 1. 2 3 Servicing Facility Good Should be Improved Poor No. of Customer 76 24 0
80 70 60 50 NO. OF 40 CUSTOMERS 30 20 10 0
76
24 0
GOOD SHOULD BE IMPROVED POOR
SERVICING FACILITY
INTERPRETATION
In my study I found that most of the customers are satisfied with the servicing facility. But some are not satisfied with the other dealers servicing centers. So some customers told me that the servicing facility should be improved. Which is shown in the above bar diagram.
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WOULD YOU RECOMMEND THE DEALER V K G BAJAJ TO OTHERS?
S. No. 1.
YES 96%
NO 4%
YES 96%
NO 4%
INTERPRETATION
In my study I found that 96 % of the respondents preferred the V K G BAJAJ dealer to take the bike in that showroom in order they provide best servicing in twin cities, where it is shown in the above pie diagram.
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CUSTOMERS SATISFACTION WITH DISTRIBUTION CHANNELS
Good 48%
Excellent 28%
Un Satisfied 0%
Satisfied 24%
good 48%
satisfied 24%
unsatisfied 0%
excellent 28%
INTERPRETATION
In my study I found that most of customers are answered that distribution channels of Bajaj Discover Dts-I was good and excellent. Over all the satisfaction from the customers is good.
Page 44
IMMEDIATE ALTERNATIVE FROM CUSTOMERS AFTER BAJAJ.
Hero Honda 60%
Honda 2%
Yamaha 18%
TVS 20%
HERO HONDA 60%

TVS 20%
YAMAHA 18% HONDA 2%
INTERPRETATION
In my study I found that more than 50% customers opted Hero Honda and than Tvs which is shown in the above pie diagram.
Page 45
OVERALL SATISFACTION OF THE BIKE. S.No. 1. 2. 3. 4

70 62 60 NO. OF RESPONDENTS 50 40 30 20 10 2 0 TO SOME EXTENT TO LITTLE EXTENT TO GREATER EXTENT CAN ' T SAY 0 36
Satisfaction To Some Extent To Little extent To Greater Extent Cant Say
SATISFACTION
INTERPRETATION
In my study I found that 62% of the customers answered me about overall satisfaction of the bike was, to some extent it is good and 36% told that, to little extent and the remaining to greater extent.
Page 46
CUSTOMER MONTHLY INCOME
> 11000 20%
9000-11000 46%
7000-9000 6%
5000-7000 0%
Not Applicable 28%
5000 - 7000 0%
7000 - 9000 6%
NOT APPLICABLE 28%
9000 - 11000 46% >11000 20%
INTERPRETATION
In my study I found that most of the customers who own this bike were 9000 11000 of their monthly income and I found most of the respondents who purchased this bike were of greater monthly income.
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OBSERVATIONS
1. 2. 3. Dealers are satisfied with the margins of Discover DTS-i. The distribution channel is much effective in Discover DTS-i. bikes Most of the customers have taken the bike through finance from ICICI, Centurion, GE, Bajaj, and City bank 4. Some of the customers are not satisfied with the Servicing Centers provided by the dealers. 5. Most of the customers suggest to improve the publicity through TV ads and Hoardings. 6. Some of the customers are not satisfied with the price of the bike, they want the company to review the price of the bike. 7. 8. Some of the customers are not satisfied with self start and the mileage. Through my survey, I came to know that most of the customers expecting some offers (gifts) on the purchase of the bike from dealers. 9. The rear wheel has small based tyre, at the time of brake it just skids on the road. 10. The Overall satisfaction of the customers on this bike is, to some extent it is good.
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SUGGESTIONS
1. First step to take increase the sales promotion of this bike is to improve the advertisement through TV ads and good hoardings.
2. To give test rides by keeping test ride stalls at every place where there is more public.
3. To improve servicing facility at the dealers points, so that each and every customer may feel happy and makes him to buy the product and he may also suggest it to his friends. 4. I suggest to increase the width of the rear wheel tyre a little more like pulsar so that when it brakes, the bike gets grip on the road while running.
5. One of the most important thing is about mileage, most of the customers I met are having mileage problem with the bike. So I would like to bring the notice of this points to the company to take care
6. To increase the sales, the dealers should come with some new things like offering gifts and discounts.
7. The company must continue its efforts, in maintaining mileage and durability as brand preference mainly based on them.
8. In order to gain the competitive edge over competitors, it has to make efforts to improve the product features and quality.
Page 49
CONCULSION
The research was conducted to study feasibility of Bajaj Discover DTS-i. From the entire research/survey it was found that most of the travel agencies are aware of the brand Bajaj Discover DTS-I.
It is very important for every product to survive in the market. To arrive it must posses certain novelties and specialties to increase the retail. In the case of BAJAJ DISCOVER DTS-I the features and qualities of Discover DTS-I should be highlighted to the customer in order to increase the sales. This can be done only through intensive advertisement in various medias. This will boost the sales of the DTS-I there by making it feasible to increase the market potential of the product. I here by conclude that BAJAJ Discover DTS-I has to take certain necessary measures already mentioned.
Page 50
BIBLOGRAPHY
TEXTBOOKS Principles Of Marketing - Phillip kotler and Gery Armstrong Marketing Research - D.D. Sharma Marketing Research Luck David and Rubin Ronal Websites: WWW. bajajauto.com WWW. indiabikes/bajajdiscover.com
Page 51
QUESTIONNAIRE
Title: Customer Satisfaction on BAJAJ DISCOVER DTS-I (A) Customer Name : ______________________ (B) Address : ___________________ ___________________ ___________________ : (C) Age : ___________________ (D) Date of Purchase : ___________________ (E) Dealers Name : ___________________ (F) Occupation (a) Business (b) Student (c) Employee (1) Which of the following made you aware of this bike ? (a) TV Ads (b) Hoardings (c) Friends (d) News Paper (2) On what basis you select the bike, rank orderly (a) Brand (b) Price (c) Mileage (d) Pick-up [ [ [ [ ] ] ] ] [ ] [ ]
(3) If you already own the bike, what motivated to purchase this bike ? Specify _______________________ (4) Have you purchased this bike ? (a) Down Payment (b) Through Finance Company If Finance Company, Specify _____________________________ (5) How do you feel about the price of the bike ? (a) Very high (b) High (c) Moderate (d) Low [ ]
Page 52
(6) What do you say about Pick-up ? (a) Excellent (b) Good (c) Average (d) Below average (7) How do you feel while riding the bike ? (a) Pride & Comfort (b) Only Pride (c) Uncomforted (8) Is cost of maintenance (a) High (b) Average (c) Low (d) Zero maintenance (9) Is the Mileage (a) 40-50 (b) 50-60 (c) 60-70 (d) above 70 (10) Servicing facility of BAJAJ (a) Good (b) Should be improved (c) Poor than Competitors [ (11) Would you recommend the dealer to others? Yes [ ] No [ ] twin ] [ ] [ ] [ ] [ ]
(12) Are you satisfied with the availability of BAJAJ DISCOVER DTS-I in cities ? Yes [ ] No [ ]
(13) What is the immediate alternative after BAJAJS ? Brand: ______________ (14) Your monthly income (a) < 5000 (b) > 7000 (c) > 90000 (d) > 11000 [ ] Model: _________________
(15) Are you satisfied with distribution channels ? (a) Excellent (b) Good (c) satisfied (d) Unsatisfied [ ]
Page 53
(16) Overall satisfaction A -> To some extent B -> To little extent C -> To Greater extent D -> Cant say
(17) Would you like to give your suggestions to improve the quality of the vehicle ? Yes [ ] No [ ]
If yes specify your suggestions _______________________________ __________________________________________________________
THE END
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CUSTOMER SATISFACTION TOWARDS BAJAJ DISCOVER DTS-I

SHRI CHHATRAPATI SHIVAJI COLLEGE OMERGA

CUSTOMER SATISFACTION TOWARDS BAJAJ DISCOVER DTS-I

understand different sampling, methodology, and design issues.

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CUSTOMER SATISFACTION TOWARDS BAJAJ DISCOVER DTS-I

OBJECTIVES OF THE STUDY

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CUSTOMER SATISFACTION TOWARDS BAJAJ DISCOVER DTS-I

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CUSTOMER SATISFACTION TOWARDS BAJAJ DISCOVER DTS-I

The present study is subjected to following LIMITATIONS,

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Our Brand Identity

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Awards Product Award

BBC World Wheels Award 2003

BBC World Wheels Award 2003

BBC World Wheels Award 2003

NFO Automotive ICICI Bank OVERDRIVE Awards 2003

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100 80 60 40 20 0 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

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BAJAJ DISCOVER DTS-I TECHNICAL SPECIFICATIONS.

Front Rear Front Rear

FUAL TANK CAPACITY ELECTRICALS

10 Liters(2.3 liters for reserve)

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BAJAJ DISCOVER DTSi Road Test by Dilip Bam

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ELECTRICALS & CAPACITIES

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ENGINE & TRANSMISSION:

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