PROJECT

ON

Customer Satisfaction in Bajaj

INTRODUCTION:
Satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations. Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. If the performance falls short of the expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations the customer is highly satisfied or delighted. A company would be wise to measure customer satisfaction regularly because one key to customer retention is customer satisfaction. A highly satisfied customer generally stays loyal longer, buys more as the company introduces new products and upgrades existing products, talks favorably about the company and its products, pays less attention to competing brands and is less sensitive to price, offers product or service ideas to the company, and costs less to serve than new customers because transactions are routine. When customers rate their satisfaction with an element of the companys performance - say, delivery. It could mean early delivery, on-time delivery, order completeness, and so on. The company must also realize that two customers can report being highly satisfied for different reasons. One may be easily satisfied most of the time and the other might be hard to please but was pleased on this occasion. A number of methods exist to measure customer satisfaction. Periodic surveys can track customer satisfaction directly. Respondents can also be asked additional questions to measure repurchase intention and the likelihood or willingness to recommend the company and brand to others. Companies that do achieve high customer satisfaction ratings make sure their target market knows it. For customer centered companies, customer satisfaction is both a goal and a marketing tool. Although the customer-centered firm seeks to create high customer satisfaction, that is not its ultimate goal. If the company increases customer satisfaction by lowering its price or increasing its services, the result may be lower profits. The company might be able to increase its profitability by means other than increased satisfaction (for example, by improving manufacturing processes or investing more on R&D). Also, the company has many stakeholders, including employees, dealers, suppliers and stock holders. Spending more to increase customer satisfaction might divert funds from increasing the satisfaction of other partners. Ultimately, the company must operate on the philosophy that it is trying to deliver a high level of customer satisfaction subject to delivering acceptable levels of satisfaction to the other stakeholders, given its total resources

COMPANYS HISTORY:
Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj Trading Corporation Private Limited. It started off by selling imported two- and three wheelers in India. In 1959, it obtained license from the Government of India to manufacture two- and three-wheelers and it went public in 1960. In 1970, it rolled out its 100,000th vehicle. In 1977, it managed to produce and sell100,000 vehicles in a single financial year. In 1985, it started producing at Waluj in Aurangabad. In 1986, it managed to produce and sell 500,000 vehicles in a single financial year. In 1995, it rolled out its ten millionth vehicles and produced and sold 1 million vehicles in a year.

Company Profile:

Founder Year of Establishment Industry Business Group Listings & its codes Presence

Jamnalal Bajaj 1926

Automotive - Two & Three Wheelers The Bajaj Group BSE Code: 500490; NSE Code: BAJAJAUTO

Distribution network covers 50 countries. Dominant presence in Sri Lanka, Bangladesh, Columbia, Guatemala, Peru, Egypt, Iran and Indonesia. Kawasaki Heavy Industries of Japan Akurdi , Pune 411035, India Tel.: +(91)-(20)-27472851Fax: +(91)-(20)-27473398 Akurdi, Pune 411035 Bajaj Nagar, Waluj Aurangabad 431136 Chakan Industrial Area, Chakan, Pune 411501

Joint Venture Registered & Head Office Works

E-mail Website

rahulbajaj@bajajauto.co.in www.bajajauto.com

Bajaj Auto Limited

The Groups' principal activity is to manufacture two and three wheeler vehicles. Other activities of the group include insurance and investment business. The Group operates in three segments, which are Automotive, Insurance and Investment and Others. It has a network of 498 dealers and over 1,500 service dealers and 162 exclusive three-wheeler dealers spread across the country.

About Bajaj
The Bajaj Group is amongst the top 10 business houses in India. Its foot print stretches over a wide range of industries, spanning automobiles (two-wheeler sand three-wheelers), home appliances, lighting, iron and steel, insurance, travel and finance. The groups flagship company, Bajaj Auto, is ranked as the worlds fourth largest two- and three- wheeler manufacturer and the Bajaj brand is well-known in over a dozen countries in Europe, Latin America, the US and Asia. Founded in 1926, at the height of India's movement for independence from the British, the group has an illustrious history. The integrity, dedication, resourcefulness and determination to succeed which are characteristic of the group today, are often traced back to its birth during those days of relent less devotion to a common cause. Jamnalal Bajaj, founder of the group, was a close confidant and disciple of Mahatma Gandhi. In fact, Gandhi ji had adopted him as his son. This close relationship and his deep involvement in the independence movement did not leave Jamnalal Bajaj with much time to spend on his newly launched business venture. His son, Kamalnayan Bajaj, then 27, took over the reins of business in 1942. He too was close to Gandhi ji and it was only after Independence in 1947, that he was able to give his full attention to the business. Kamalnayan Bajaj not only consolidated the group, but also diversified into various manufacturing activities. The present Chairman and Managing Director of the group, Rahul Bajaj, took charge of the business in 1965. Under his leadership, the turnover of the Bajaj Auto the flagship company has gone up from Rs.72 million to Rs.46.16 billion(USD5 936 million), its product portfolio has expanded from one to and the brand has found a global market. He is one of Indias most distinguished business leaders and internationally respected for his business acumen and entrepreneurial spirit.

Management Profile:

Rahul Bajaj Chairman:

Rahul Bajaj is an honors 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 DGM6 in March 1983, took over as General Manager -Aurangabad Division in June 1986, as its Chief Executive in October 1988, became President of Bajaj Auto in September 1994, Executive Director in May2000 and is Vice Chairman since 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. He Joined as Officer on Special Duty in 1990, took over as General Manager (Products) in February 1993, Vice President (Products) in June 1995, President in May 2000, President & Whole Time Director in March 2002 and as Joint Managing Director in March 2003.

Sanjiv Bajaj Executive Director:

Mr. Sanjiv Bajaj, who took charge as the Executive Director in April 2004, is a Mechanical Engineer from Pune University. He obtained a Masters Degree in Manufacturing Systems from the University of Warwick and an MBA degree from Harvard Business School. Mr. Sanjiv Bajaj joined as an Officer on Special Duty in 1994, took over as the General Manager (CF7) in 1997 and Vice President (Finance) in April 2001

OBJECTIVES OF THE STUDY

The objective of the study is Company image Bajaj and Survey research to measure customer satisfaction towards Bajaj Pulsar in punjab during the period of march 2013 To determine the effects of the company image on the sales

To understand customer attitude towards Bajaj motorcycles and Bajaj auto.

To measure customer satisfaction of Bajaj pulsar motorcycle owners.

To know the market share of Bajaj auto in Punjab.

To predict the boom of automobile industry

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

To find the reasons for buying Pulsar motorcycle 1.Do you own a motorcycle? a. Yes b. No 2. Do you own Bajaj Motorcycle? a. Yes b. No 3. Which motorcycle of Bajaj Auto do you own? a. Pulsar b. Discover c. XCD d. Platina e. Other

__________(Please Specify) 4. Which series of Pulsar motorcycle do you own? a.150cc b.180cc c.200cc d.220cc 5. Tick any 5 for selecting Bajaj Pulsar? a. Style

b. Brand image c. Mileage d. Pickup e. Price f. Resale value g. Popularity h. Comfort i. Low maintenance j. Safety 6.What was the source of information for the purchase of Bajaj Pulsar motorcycle? a. Family b. Friends c. Media d. Mechanics e. Dealers f. Others

__________(Please Specify) 7. What is your level of satisfaction towards Bajaj motorcycle? a.0-25% b.25-50% c.50-75% d.75-100% 8. How do you feel when you ride your Bajaj motorcycle? a. Excited

b. Playful c. Happy d. Boring e. Uncomfortable 9. What new /innovation would you like to see in Bajaj Pulsar motorcycle? _____________________________________________________________

10. Overall, how would you rate Bajaj Auto? a. Excellent b. Good c. Neither good Nor Bad d. Bad e. Very Bad 11.Do you wish to buy a Bajaj Pulsar or any of the Bajaj Autos motorcycle? a. Definitely will buy b. Probably will buy c. Might or Might notBuy d. Probably will not buy e. Definitely will not buy 12.Few personal information: a. Name &Address _________________________________________________________ ___________ b. Which age group do you belong? i.18-25 ii.26-35

iii.36-45 iv.46 and above c. What is your occupation? i. Students ii. Businessmen iii. Professional(Medicos, CAs, iv. Working professional v. Employees vi. Others d. Which income group do you belong? i. Less than 5000 ii.5001-10000 iii.10001-15000 iv. Above 15000 13. Are you aware of giving free service of your motorcycle to the Showroom? a.Yes b. No 14. Are you satisfied of giving your motorcycle for free service from the showroom? a. Yes b. No