Chapter - I 1.1 Introduction To The Study

SOLAPUR UNIVARSITY, SOLAPUR
CHAPTER - I
INTRODUCTION
1.1 Introduction to the Study:Marketing is the process of planning and executing the conception, pricing, promotion
and distribution of ideas, goods and services to create exchanges that satisfy individual
and organizational goals today marketing must be understood not in the old sense of
making a sale-telling and selling. The marketing has changed from Barter concept to a
new sense of satisfying customer needs. The objective of all marketing effort should
maximize customer satisfaction. An individual firms success depends not only on how
well it performs, but also on how well its entire supply chain and marketing channel
competes with competitors channels. The customer is the key. Therefore the satisfaction
of consumer is the prime objective of an enterprise. Satisfaction is a persons feeling of
pleasure of disappointments resulting from comparing a products perceived performance
in relation to his or her expectations. Many companies are aiming for high satisfaction
because customers who are just satisfied still find it easy to switch when a better offer
comes along. Customer satisfaction is both a goal and a marketing tool. Customers first
interaction with the product occurs at the retail level. The availability of the product,
their display, spacing, etc., Influence the customers purchase decision to a large extent.
Retailers also act as an important link between consumers and the company. They are
closer to the customers know his wants and needs better than the company. This
information is highly useful to the company in catering the consumers wants and needs.
The individual consumer has a set of preferences and values whose determination is
outside the realm of economics. They are no doubt dependent upon culture, education,
and individual tastes, among a plethora of other factors. The measure of these values in
this model for a particular good is in terms of the real opportunity cost to the consumer
who purchases and consumes the good. This project takes a look at various kinds of
aspects about Bajaj Pulsar Bike and why customers prefer the Bike.
1.2 Objectives of the Study:1. To measure the level of customer satisfaction towards Bajaj Pulsar with special
Sinhgad Institute of Business Management, Kamlapur
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reference to Shri. Pandurang Bajaj Auto, Pandharpur.

2. To find out the factors influencing to the customer to purchase Bajaj pulsar.
3. To know about the services rendered by the dealer.
4. To know about the companys after Sales and Services
1.3 Significance of study:The research project has been done on customer satisfaction towards Bajaj Pulsar, in
Pandharpur Taluka. With the help of this project company can understand the satisfaction
level of their customer about the companys product and services. The study is important
for the organization in tuning the companys strategies as per local market expectation.
1.4 Research Methodology:1.4.1 Methodology Details:The Study is Exploratory & Descriptive in nature
Research Type:- Surrey Method
1.4.2 Sources of Data:Data collection for the project work was by two ways
1. Primary data
2. Secondary data
1.4.2.1 Primary data:Primary data are collected from personal interaction with customers, through
informal discussions and by structured questionnaire.
1.4.2.2 Secondary data:Secondary data are gathered from various sources like,
Through official documents like1. Personal documents such as diaries, Note Book etc.
2. Project reports
3. Websites
4. Books
5. Magazines
1.4.3 Sampling Procedure
1.4.3.1 Sampling Area: - Pandharpur
1.4.3.2 Sampling Unit: - Customers who are buyers of Bajaj Pulsar
1.4.3.3 Sampling Technique: - Random Sampling
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1.4.3.4 Sample size: - 100

We have collected samples from the respondent from Shri.Pandurang Bajaj Auto,
Pandharpur.
1.4.4 Methods & Instruments of Data Gathering:There are various types of tools of primary data collection some of them are which
researcher has used for the study are as bellow.
Questionnaire:Researcher has made 15 questions for the study on officers according to those questions
researcher has collected the data.
1.4.5 Statistical tool of analysis:Researcher has used tools for the analysis are1. Excel worksheets.
2. Table.
4. Graphical presentations with the help of pie charts and bar charts etc.
1.5 Scope & Limitations of the study:Scope of the study

This study is useful to know the customer satisfaction level towards Bajaj Pulsar in
Pandharpur Taluka. It also helpful for company to identify the customer attitude towards
Bajaj Pulsar also helps to create and maintain a good relationship between the customer
and the management. The Scope of the study is limited to Pandharpur Taluka and
customers of Shri. Pandurang Baja Auto.
Limitations:1. The study is limited only to the customers of Pandharpur Taluka

2. The study is limited only to 100 customers only.
3. Lack of time to get more specific information is another reason.
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4. The information collected solely depends upon the respondents' answers and
accuracy of information could vary.
5. Getting actual information from the respondents was difficult.
CHAPTER -II
ORGANIZATIONAL PROFILE
2.1 Introduction Of The Company:-
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Name Of Company
Bajaj motorcycles
Address Of Company
Year Of Registration
Bajaj Auto Ltd., Akurdi, Pune 411035, India

1945
Legal Form:
Private Limited Company
Business:
Whecal Manufaturing
Contact No.
Ph : (020) 27472851, 27476151
Email Id
customerservice@bajajauto.co.in
Web Site
www.bajajauto.com
2.2 Introduction of the Company: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 a license from the Government of India to manufacture twoand three-wheelers and it went public in 1960. In 1970, it rolled out its 100,000th
vehicle. In 1977, it managed to produce and sell 100,000 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.
The Bajaj group is one of the top 10 business concerns in India its foot point stretcher
over a wide range of industries, spanning automobiles 12 wheelers and the three
wheelers, lighting iron and home appliances insurance, travel, and finance. It was
founded in 1926 at a height of Indias movement for independent from the birth the
group has on illustrious history the integrity dedications resourcefulness and
determination today are often traced back of its bitch during there days of relentless
devotion to a common case, Jomanlar founder of the group was a close confident and
discipline of mahatma Gandhi in fact gandgiji had adopted him as his son.
This close relationship and his deep involvement in the independence movement did not
leave Jamaal Bajaj with much time to spend on his newly launched business venture. His
son Kamalanayan Bajaj when he was 27 took over the rains of business in 1942 he to be
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close to Gandhi and it was only after independence in 1947 that he was able to give his
full attention to the business. Kamalanayan Bajaj not only consolidated the group but
also the flagship companies has gone up form 72 million to rs.47.18 billion (US $ 936
million) its product portfolio has expanded from one to and the brand has found a global
market. He is one of the Indians must distinguished business leaders and internationally
respected for his business acumen and entrepreneurial spirit.
2.3 Vision and Mission:Vision:We are committed to engineer, manufacture, supply and install technologically advanced
solutions for the Bajaj products. Through our countrywide locations, we provide value
added products and services that generate sustainable value for our clients. With a unique
blend of skills, experience, teamwork and focus, we strive to become the customers
Partner of Choice
Mission:Our mission is to provide the most effective & innovative solutions that customers
needs. We will achieve this goal by providing services over & above the normal level of
performance. We help people save money so they can live better. Always low price.
2.4 Products Profile of Organization:Kawasaki Bajaj Caliber rolls out of Waluj. Legend, India's first four1998
stroke scooter rolls out of Akurdi. Spirit launched
1999
Caliber motorcycle notches up 100,000 sales in record time of 12

months. Production commences at Chakan plant.
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2000
2001
Bajaj Saffire was introduced.

Launches Pulsar and Eliminator.
Pulsar DTS-I and Bajaj Wind 125-The World Bike was launched. In
2003
the executive motorcycle segment, its Caliber 115 "Hoodibabaa!" was

launched. 107,115 Motorcycles sold in a month.
Bajaj Discover DTS-i, New Bajaj Chetak 4 stroke with Wonder Geaf
2004
2005
2006
and Bajaj CT100 launched. Bajaj also unveils new brand identity,
dons new symbol, logo and brand line.
Bajaj Avenger and Bajaj Wave launched.
Bajaj Platina
Bajaj Pulsar 200 (Oil Cooled), Bajaj Kristal, Bajaj Pulsar 220 DTS-
2007
2008
2009
Fi(Fuel Injection), XCD 125 DTS-Si.

Bajaj Discover 135 DTS-i-Sports.
Bajaj XCD 135cc,Bajaj Pulsar 220 DTS-I,Bajaj Discover 100 DTS Si.
2.5 Organizational Structures:Chairman

Rahul Bajaj
Vice Chairman
Madura Bajaj
Managing Director
Rajiv Bajaj & Sanjiv Bajaj
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Non
Customer
Executive
Care
Body
Associate
D.D.S. Mehta
Mr. B. S. Nagesh
Kantikumar R.Podar
Mr. Govind Shrikhande
Shekar Bajaj
D.J Bajaj Roa
J.N. Godrej
Manish Kejriwal
Naresh Chandra
Mrs. Suman kirloskar
S.H. Khan
2.6 Future Plan of Organization: To increase production capacity.

Providing best quality products and services
Minimizing losses during production.
Promoting and ensuring a safe working environment.
To generate sustainable value for our clients
2.7 Award Achievement of company:2001

2002
Most Exciting Bike of the Year 2001

Bike of the Year 2002(Bajaj Pulsar)
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2002
2002
2003
2003
2004
2004
2005
2006
2008
2009
2010
2011
2012
2012
2012
2013
2014
Most Exciting Bike of the Year 2002 (Bajaj Pulsar)

Bike of the Year 2002(Bajaj Pulsar)
Bike of the Year 2003
Motorcycle Total Customer Satisfaction Study 2003
BBC World Wheels Award for Best Two Wheeler under Rs 30,000
Most Customer Responsive Company - Automobiles
Bike of the year 2005
Motorcycle Total Customer Satisfaction Study 2006
Bike of the Year 2008
Technology of the Year
150cc Bike of the Year
Bike of the Year
Bike India upto 150 cc
CNBC TV18 Outstanding Business Leader of the Year
Premium Bike of the Year - Autocar Awards, 2012
2012 ET NOW-Zigwheels Bike Maker of the Year
Import Bike of the Year - CNBC TV18 Overdrive Awards
2.8 Dealer Profile:Name Of Dealer

Established
Authorized Dealers for
Shri Pandurang Bajaj Auto., Pandharpur

1994.
Range of vehicles for Bajaj
Office
Vakhari Road, Pandharpur
Authorized Dealers for
Range of vehicles for Bajaj
Contact Email
Future Plan: Expansion into Four Wheeler and new branches in Pandharpur and nearby
places.
Company products/services
Vehicle Sales
Vehicle Service -
all the above said brands
Spares Sales
Bajaj, MICO, SPACO, UCAL, Gabriel, Endurance,
Bajaj - 2 & 3 Wheeler
Lumax
Finance
- Tie up with HDFC and SBI bank for Finance and Leasing
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Offices & Branches
Head Office
- Vakhari Road, Pandharpur
Brach Office:- Bhalvani, Tal.Pandharpur
The Management
Mr. Jagadish Kavathekar--- Owner
Mr. Nitin Jagadale:- Manager
Mr. Ravi Parichrak:- Sales Head
Bikes Available with Dealer.
Bajaj XCD
Bajaj Pulsar 150,180,200,220cc
Bajaj Platina
Bajaj Discover 100,135,150cc

Bajaj Avenger and Bajaj Wave
Bajaj Platina
CHAPTER -III
THEROTICAL BACKGROUND
3.1 Introduction & Meaning:Introduction:Customer Satisfaction, a term frequently used in marketing, is a measure of how
products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals."
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.
In researching satisfaction, firms generally ask customers whether their product or
service has met or exceeded expectations. Thus, expectations are a key factor behind
satisfaction. When customers have high expectations and the reality falls short, they will
be disappointed and will likely rate their experience as less than satisfying.
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A customer (also known as a client, buyer, or purchaser) is usually used to refer to a

current or potential buyer or user of the products of an individual or organization, called
the supplier, seller or vendor. This is typically through purchasing or renting goods or
services. However, in certain contexts, the term customer also includes by extension any
entity that uses or experiences the services of another. A customer may also be a viewer
of the product or service that is being sold despite deciding not to buy them. The general
distinction between a customer and a client is that a customer purchases products,
whereas a client purchases services.
The word derives from "custom," meaning "habit"; a customer was someone who
frequented a particular shop, who made it a habit to purchase goods of the sort the shop
sold there rather than elsewhere, and with whom the shopkeeper had to maintain a
relationship to keep his or her "custom," meaning expected purchases in the feature.
The slogans "the customer is king" or "the customer is god" or "the customer is always
right" indicate the importance of customers to businesses although the last expression is
sometimes used ironically.
However, "customer" also has a more generalized meaning as in customer service and a
less commercialized meaning in not-for-profit areas. To avoid unwanted implications in
some areas such as government services, community services, and education, the term
"customer" is sometimes substituted by words such as "constituent" or " Stakeholder".
This is done to address concerns that the word "customer" implies a narrowly
commercial relationship involving the purchase of products and services. However, some
managers in this environment, in which the emphasis is on being helpful to the people
one is dealing with rather than on commercial sales, comfortably use the word
"customer" to both internal and external customers.
OBSOLETE meaning: In the early 17th century customer was defined as a "Common
Prostitute".
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3.2 Definitions:1. Customer satisfaction is "the degree to which customer expectations of a

product or service are met or exceeded." Each person has their own set of
expectations, so customer satisfaction is unique to the individual.
2. "Customer satisfaction is a person's feeling of pleasure or disappointment
resulting from comparing a products perceived performance in relation to his or
her expectation"
3.3 Customer Satisfaction Need of Market:Consumer satisfaction marketing involves measuring customers' opinions and
experiences through a variety of means, such as direct-mailing programs and even email
marketing. Companies of all sizes use this information to improve customer service
levels and make changes based upon what customers want. Customer satisfaction
marketing research is vital to the life of a company.
1. Write down goals for your consumer satisfaction marketing.
2. Develop consumer satisfaction surveys that target each customer group and
include relevant questions.
3. Set up or outsource to a small-to-medium-sized call centre consumer satisfaction
work. Have your call centre agents make outbound calls to existing customers
and ask questions based on the satisfaction surveys you created. Set up or
outsource to a small-to-medium-sized call centre consumer satisfaction work.
Have your call centre agents make outbound calls to existing customers and ask
questions based on the satisfaction surveys you created.
4. Create a direct-mailing program so you can mail paper surveys to customers.
Make sure the survey is anonymous and does not require the customer to include
his name, telephone number or address unless he wants to be contacted.
5. Monitor your consumer satisfaction surveys on a monthly basis. Review the
aspects of your business that both have and have not made improvements.
Maintain your consumer satisfaction marketing programs so you can continually
collect data and measure company performance.
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3.4. Measuring Customer Satisfaction:Organizations need to retain existing customers while targeting non-customers.
Measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace. Organizations
need to retain existing customers while targeting non-customers. Measuring customer
satisfaction provides an indication of how successful the organization is at providing
products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation
of the state of satisfaction will vary from person to person and product/service to
product/service. The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviours such as return and
recommend rate. The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can compare the
organization's products.
The usual measures of customer satisfaction involve a survey with a set of statements
using a Likert Technique or scale. The customer is asked to evaluate each statement and
in term of their perception and expectation of performance of the organization being
measured. Their satisfaction is generally measured on a five-point scale.
3.5 Importance of Customer Satisfaction:The importance of customer satisfaction is apparent when you realize that, without
customers, you don't have a business. A single unsatisfied customer can send more
business away from your company than 10 satisfied customers. The more you focus on
customer retention and customer support, the more long-term business you'll get.
Satisfied customers will make a great foundation for return business, and they may also
bring in their friends and associates. Remember that customers are the heart of any
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business. Keep them satisfied, and encourage them to tell their friends about their
experiences with your business.
The concept customer is the king has much significance in marketing a
product. The product has to be ultimately accepted by him. Hence, have some
marketing characteristics, which a consumer should accept.
3.6 Benefits of Customer Satisfaction Surveys:A benefit of creating highly satisfied (delighted) customers who are loyal to the
organisation is that they also spread positive word-of-mouth by, in essence, becoming a
walking, talking advertisement for the firm. If there are many delighted customers
spreading positive word-of-mouth communication, this then lowers the cost of promotion
to attract new customers.
The benefits of conducting consumer satisfaction surveys are significant and their impact
can last long after the results are analyzed. Consumer satisfaction surveys can be used to:
Improve brand perception
Increase loyalty and retention
Identify areas that need improvement
Identify upgrade opportunities
Test new products, services, offers and pricing
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3.7 Types of Customers:There are six types of customers:1. External Customer:These are the people and organizations who have a need for your product or service.
They purchase your stuff in exchange for money. They have a budget and will give you
some of it in exchange for a solution that meets their needs and expectations. Given that,
I affectionately refer to external customers as ones with the bag of money. They have the
financial autonomy to decide where and how they will spend their budget the bag of
money. The question is, who gets the bag of money, you or your competitor? Who has
earned the confidence and trust of the customer? You and your competitor are vying for a
piece of their budget the best solution wins. Know this: Customers vote with their money
and complain with their feet.
2. Allies:These are the users of your product or service, not the ultimate decision maker. These
customers usually don't have a bag of money but they play a vital role in your success.
They do not make the final decision but they may have tremendous impact on the
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outcome. They are often closely connected to the bag of money and positioning them as
an ally to your cause is critical for your success. You must earn their trust and confidence
if you expect them to support you at the bag of money level. A caution about allies: They
have veto power, the authority to say no. They can give you a hundred no's but can't give
you the one yes needed to close the deal. Have seen countless selling hours wasted on
allies with the hope of closing the deal. However, allies can be a tremendous wealth of
information. Pick their brains and learn how you can differentiate yourself from the
competition. Customers buy differences, not similarities. It can sometimes be difficult to
ascertain who the bag of money is and who the allies are. Ask questions early in the call
to determine who's who in the zoo. Shrink your sales cycle by understanding the players
within your accounts. Simply ask them who else may be involved with decisions.
3. Internal Customer:These are fellow employees and managers within your place of business. They support
you and make you look good to your external customers. Appreciate them and treat them
with respect. Unfortunately, they are often them victims of your blame fest: "The jerks in
production screwed up again " or "The idiots in shipping messed up or "Management
gave me a lousy price and so it goes. Poor internal relationships can have fatal
consequences for your external customers. I recently saw an anonymous quote that
supports my point. "We have less to fear from outside competition than from inside
conflict, inefficiencies, discourtesy, and bad service." So true. Take ownership for
customer concerns. After all, you are an ambassador for your company, so don't abdicate
responsibility for late deliveries, poor service, and inadequate support. Customers really
don't care whose fault a problem is or how it happened. Customers aren't interested in
fixing the blame .They want to fix the problem. It's up to you to quarterback all of the
company's resources to resolve their problem. When you work in harmony with your
internal customers, external customers become the beneficiary of your internal
relationships. In company after company, I see sales working in isolation from other
departments. Sales cannot fly solo and expect to service the expectations of external
customers. Long-term- success means having your entire company and all its resources
focus on its customers. Be aware too of your own personal internal customers, such as
family, spouse, and parents. View your kids, spouse, or significant other as your personal
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internal customers.
4. Repeat Customer:They are the jewels of your business. Do the job well the first time and you often get
rewarded with another opportunity to serve them. And guess what? They give you more
money! You may have heard that it costs up to five times as much to replace a customer
as it does to keep one. So, keep them happy under promise and over deliver.
5. Born-Again Customer:These are previous customers who no longer do business with you. For some reason they
have forgotten about you or they are still upset with you. I suggest you dig up their file,
give them a call, and settle any outstanding grievance. Put your ego aside and offer
restitution to satisfy the customer. Do what it takes to resolve the situation. Make
amends. Very frequently they will once again be receptive to doing business with you.
They often become loyal customers provided you resolve the problem to their
satisfaction. As you work with your customers, you will find the Sequential Model is
applicable to all six types. Remember: Pay particular attention to your internal
customers.
6. Bag of Wind:You guessed it these people have little or no impact on the decision. They are often an
easy point of entry into an account but they seldom contribute to the sales process. In fact
they do more harm than good by creating a false sense of authority. There is nothing
worse than wasting valuable selling hours on people who cannot help advance the sale.
However, I'm not suggesting ignoring these people but rather exploiting their knowledge
to deepen your understanding and confidence about the account. They may also provide
clarity as to who the allies are and who the bag of money is. Knowing these people can
prove to be a huge advantage; knowledge is power.
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CHAPTER - IV
DATA ANALYSIS
Title: Demographic Detail
Table No 4.1
Sex
No. Of
Respondent
Male
Female
Total
User
College
94
06
100
No. Of
No. Of Respondent
18- 20
30
21-30
50
31-40
40 above
Total
10
10
100
Respondent
Monthly Income
No. Of Respondent
Below
- 18 - 10000
10000-15000
15000-30000
30000 and above
Total
10
15
35
40
100
58
Student
Sinhgad
Institute of Business Management, Kamlapur
Servicemen
Businessmen
Other
Total
Age
30
05
07
100
Graph 4.1
Interpretation:Form the above table it seems that out of 100

responds 94 percent responds were male while
06 percentages responds female.
Form the above table it seems that out of 100
responds 50 percent responds were age of 21-30
year and 30 percentage respondents of age 18-20.
Form the above table it seems that out of 100 responds 58 percent respondents were
college student and 30 percent respondent is servicemen.
Form the above table it seems that out of 100 responds 40 percent respondents were
monthly income more than 30000 while 35 percent respondents were monthly income of
range15000-30000.
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Table No: 4.2

Title: - Awareness Of Various Series Of Pulsar Motorcycle
Awareness of
respondent
Yes
No
Total
No: of respondents
Percentage
100
90
30
10
110
100
(Source-Survey)
Graph 4.2
Interpretation:
The above table shows that 90 percent of the respondents were aware of various series
of pulsar motorcycle and 10 percent of the respondents were not aware of various series
of pulsar motorcycle.
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Table No: 4.3

Title: - Awareness Of The Product Series
Product series
150 cc
180 cc
200 cc
220 cc
Total
No: of respondents
Percentage
40
40
35
35
15
15
10
10
100
100
(Source-Survey)
Graph No 4.3
Interpretation:
The above table shows that 40 percent of the respondents were aware of 150cc, 35
percent of the respondents were aware of 180cc, 15 percent of the respondents were
aware of 200cc and 10 percent of the respondents were aware of 220cc.
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Table NO: 4.4

Title: - The Source Of Information
Source of information
No: of responses
Percentage
Family
33
33
Friends
46
46
Media
42
42
Dealers
29
29
Total
150
100
(Source-Survey)
Graph 4.4
Interpretation:
The above table shows that 30 percent of the respondents got information from their
family, 46 percent from their friends, and 42 percent of them from the media and 29
percent from dealers.
Table NO: 4.5
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Title: - The Duration Of Using The Product

Duration
No: of respondents
Percentage
Below 1 year
20
20
1-3 year
25
25
3-6 year
40
40
Total
100
100
(Source-Survey)
Graph No- 4.5
Interpretation:
The above table shows that 20 percent of the respondents were using the product less
than a year, 25 percent of the respondents were using between 1-3 year, 40 percent of
the respondents were using between 3-6 year.
Table No: 4.6

Title: - Satisfaction Level Of the Brand Image
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Brand Image
No: of respondents
Percentage
Highly satisfied
65
65
Satisfied
25
25
Neutral
05
05
Dissatisfied
02
02
Highly dissatisfied
03
03
100
100
Total
(Source-Survey)
Graph No:-4.6
Interpretation:
The above table shows that 65 percent of the respondents were highly satisfied with the
brand image, 25 percent of the respondents were satisfied with the brand image, 2
percent of the respondents were dissatisfied and 3 percent of the respondents were highly
dissatisfied with the brand image.
Table No: 4.7
Title: - Satisfaction Level towards Mileage
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Mileage
Highly satisfied
No: of respondents
Percentage
45
45
35
35
03
03
10
10
07
07
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
Total
100
100
(Source-Survey)
Graph No: - 4.7
Interpretation:
The above table shows that 45 percent of the respondents were highly satisfied with the
mileage, 35 percent of the respondents were satisfied with the mileage, 3 percent of
respondents have no idea about mileage, 10 percent of the respondents were dissatisfied
and 7 percent of the respondents were highly dissatisfied.
Table No: 4.8
Title: - Satisfaction Level towards Price
Percentage
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Price
No: of respondents
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
Total
30
30
25
25
08
08
22
22
15
15
100
100
(Source-Survey)
Graph No:- 4.8
Interpretation:
The above table shows that 30 percent of the respondents are highly satisfied with the
price, 25 percent of the respondents are satisfied with the price, 8 percent of respondents
have no idea about price, 22 percent of the respondents are dissatisfied and 15 percent of
the respondents are highly dissatisfied.
Table No: 4.9
Title: - Satisfaction Level towards Colour Range
Percentage
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Colour Range
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
Total
No: of respondents
35
35
30
30
08
08
12
12
15
15
100
100
(Source-Survey)
Graph No- 4.9
Interpretation:
colour, 30 percent of the respondents are satisfied with the colour, 8 percent of
respondents have no idea about colour, 12 percent of the respondents are dissatisfied and
15 percent of the respondents are highly dissatisfied.
Table No: 4.10
Title: Satisfaction Level towards Popularity
Popularity
No: of respondents
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Percentage
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
Total
45
45
35
35
05
05
10
10
05
05
100
100
(Source-Survey)
Graph No 4.10
Interpretation:
popularity, 35 percent of the respondents are satisfied with the popularity, 10 percent of
the respondents are dissatisfied and 5 percent of the respondents are highly dissatisfied.
Table No: 4.11

Title: Satisfaction Level towards Comfort
Comfort
Highly satisfied
No: of respondents
Percentage
55
55
- 28 -
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
Total
30
30
03
03
05
05
07
07
100
100
(Source-Survey)
Graph No 4.11
Interpretation:
comfortness, 30 percent of the respondents are satisfied with the comfortness, 5 percent
of the respondents are dissatisfied and 7 percent of the respondents are highly
dissatisfied.
Table No: 4.12

Title: Satisfaction Level towards Maintenance
Maintenance
Highly satisfied
Satisfied
No: of respondents
Percentage
50
50
30
30
- 29 -
Neutral
Dissatisfied
Highly dissatisfied
Total
02
02
10
10
08
08
100
100
(Source-Survey)
Graph No 4.12
Interpretation:
maintenance, 30 percent of the respondents are satisfied with the maintenance, 2
percent of respondents have no idea about maintenance, 10 of the respondents are
dissatisfied and 8 of the respondents are highly dissatisfied.
Table No: 4.13
Title: Satisfaction Level towards Safety
Safety
Highly satisfied
Satisfied
No: of respondents
Percentage
35
35
25
25
- 30 -
Neutral
Dissatisfied
Highly dissatisfied
Total
10
10
12
12
18
18
100
100
(Source-Survey)
Graph No 4.13
Interpretation:
safety, 25 percent of the respondents are satisfied with the safety, 12 percent of
respondents have no idea about safety, 12 percent of the respondents are dissatisfied and
18 percent of the respondents were highly disasatisfied.
Table No: 4.14
Title: Free Services Given By Dealer (from Comapny Side)
Services
Highly satisfied
Satisfied
No: of respondents
Percentage
15
15
20
20
- 31 -
Neutral
Dissatisfied
Highly dissatisfied
Total
35
35
30
30
100
100
(Source-Survey)
Graph No 4.14
Interpretation:
free services given by them, 20 percent of the respondents are satisfied with the free
services, 35 percent of the respondents are dissatisfied and 20 percent of the respondents
are highly dissatisfied.
Table No: 4.15
Title: Paid Services Given By Dealer
Services
Highly satisfied
Satisfied
Neutral
No: of respondents
Percentage
45
45
35
35
05
05
- 32 -
Dissatisfied
Highly dissatisfied
Total
05
05
10
10
100
100
(Source-Survey)
Graph No 4.15
Interpretation:
paid services given by them, 35 percent of the respondents are satisfied with the paid
services, 5 percent of the respondents are dissatisfied and 10 percent of the respondents
are highly dissatisfied.
Table No: 4.16
Title:- Overall Satisfaction by Bajaj Product Pulsar
Services
Satisfied
Dissatisfied
Total
No: of respondents
Percentage
89
89
11
11
100
89
(Source-Survey)
- 33 -
Graph No 4.16
Interpretation:
The above table shows that maximum of the respondent that is 89 percent were satisfied
from product Bajaj Pulsar while 11 percent were dissatisfied from prodcu Bajaj Pulsar.
CHAPTER - V
FINDINGSS AND CONCLUSIONS
5.1 FINDINGS:After assessing the overall Market scenarios what came in picture was
As follows:
1. Form the study it found that 94 percent responds were male while 6 percent
female responds were female.
From the study it found that 30 percent of
respondent were of the age 18-20 years while 50 percent of respondent were of
age 21-30 years. Also from the study it found that 58 percent of the responds
- 34 -
were college students while 30 percent of respondent were servicemen. From the
study it also found that 35 percent of respondent were have monthly ioncome in
between 15000-30000 and 40 percent of respondent were have monthly ioncome
above 30000.
2. Form the study it found that 90 percent respondent were aware about Pulsar
Motorcycle while 10 percent respondent were not aware about Pulsar Motorcycle
3. Form the study it found that 40 percent of the respondent were aware about 150
cc bike while 35 percent of respondent were aware about 180cc bike and only 10
percent were aware about 220 cc bike.
4. Form the study it found that 46 percent of respondent were getting the
information from friends while 29 percent percent respondent get the information
from dealer.
5. Form the study it found that 40 percent of the respondent were using the bike
since 3- 6 year and 25 percent of respondent were using bike since 1-3 year.
6. Form the study it found that 90 percent of the respondent were satisfied with
brand while only 5 percent were dissatisfied.
7. Form the study it found that 80 percent of respondent were satisfied with milage
and only 17 percent of respondent were dissatisfied with milage of bike.
price while 37 percent of respondent were dissatisfied with high price.
colour of bike while 27 percent of respondent were dissatisfied with colour.
popularity of bike while 15 percent of respondent were dissatisfied with
popularity.
- 35 -
comfirt level of bike while 12 percent of respondent were dissatisfied with
comfirt level
12. Form the study it found that 80 percent of the respondent were satisfied with low
mentaince of bike while 18 percent of respondent were dissatisfied with
mentaince.
safty of bike while 30 percent of respondent were fell that the bike is not safe to
ride.
14. Form the study it found that 35 percent of the respondent were satisfied with free
services given by dealer (through Company) for bike while 65 percent of
respondent were dissatisfied with free services.
15. Form the study it found that 80 percent of the respondent were satisfied with paid
services given by dealer for bike while 15 percent of respondent were dissatisfied
withpaid services
overall product Bajaj Pulsar while 11 percent were dissatisfied.
5.2 Conclusion:From the study we conclude that The respondents are highly satisfied with the present
Bajaj pulsar bike. The reason is because of their brand image and style of the bike and
the comfort and also the free services provided by them. But there are few respondents
who are not satisfied with the price. So the company should look on the price also. Most
of the customer are dissatisfied from services given by dealer (free)so company as well
as dealer has concentrate on free services.
When compared to all Bajaj bikes, Bajaj Pulsar is sold many. Because, the main thing is,
it is very familiar to all the people when compared with all other Bajaj bikes.
- 36 -
QUESTIONNAIRE
Name: ___________________________________________________________
Gender:
Male
Female
Age:
18- 20
21-30
Monthly
Below 10,000
10,000 15000
Income:
15000-30000
30000 and above.
1.
31-40
40 and above
Are you aware of various series of pulsar motorcycle do you own?

Yes
No
- 37 -
2.
If yes mention the series which you are aware?

150cc 180cc 200cc 220cc
3.
What was the source of information for the purchase of Bajaj Pulsar?
Family
4.
Friends Media Dealers
How long are you using Bajaj Pulsar?

below I year 1-3year 3-6year above 6year
5.
Are you satisfied with the brand image?

highly satisfied satisfied neutral dissatisfied highly dissatisfied
6.
Are you satisfied with the mileage?

7.
Are you satisfied with the price?

8.
Are you satisfied with the colour range?

9.
Are you satisfied with the popularity?

10. Are you satisfied with the comfort?

11.
Are you satisfied with the maintenance?

- 38 -
12.
Are you satisfied with the safety?

13.
Are you aware of giving free service of your motorcycle to the showroom
14.
Are you satisfied with paid ervices given by them?

15.
Are you satisfied with overall prodcu as Bajaj Pulsar

Yes
No
CHAPTER - V
BIBLOGRAPHY
Books: Vikas Mittal; Carly Frennea (2010). "Customer Satisfaction: A Strategic Review
and Guidelines for Managers." Marketing Science Institute: MSI Fast
Forward (10-701)
Batra, Rajeev and Olli T. Athola (1990), Measuring the Hedonic and Utilitarian
Sources of Consumer Attitudes, Marketing Letters, 2 (2), 159-70
Kessler, Sheila (2003). Customer satisfaction toolkit for ISO 9001:2000.
Milwaukee, Wis.: ASQ Quality Press. ISBN 0-87389-559-2.
- 39 -
Khosla, Swati (2010). "Consumer psychology: The essence of

Marketing". International Journal of Educational Administration 2 (2): 220-220.
Retrieved 16/5/12.
Philip Kotler, Marketing Management 12 low price edition G.C.Beri, Marketing
Research 4th edition, New Delhi
Rajan Saxena, Marketing Management
Webliography:1. www.bajajauto.com
2. www.academia.edu
3. en.wikipedia.org/wiki/Customer_satisfaction
4. www.qualtrics.com/university/survey/customer-satisfaction-theory
- 40 -

Chapter - I 1.1 Introduction To The Study

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SOLAPUR UNIVARSITY, SOLAPUR

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

reference to Shri. Pandurang Bajaj Auto, Pandharpur.

SOLAPUR UNIVARSITY, SOLAPUR

1.4.3.4 Sample size: - 100

1.5 Scope & Limitations of the study:Scope of the study

Limitations:1. The study is limited only to the customers of Pandharpur Taluka

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

Bajaj Auto Ltd., Akurdi, Pune 411035, India

Private Limited Company

Ph : (020) 27472851, 27476151

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

stroke scooter rolls out of Akurdi. Spirit launched

Caliber motorcycle notches up 100,000 sales in record time of 12

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

Bajaj Saffire was introduced.

the executive motorcycle segment, its Caliber 115 "Hoodibabaa!" was

Fi(Fuel Injection), XCD 125 DTS-Si.

2.5 Organizational Structures:Chairman

SOLAPUR UNIVARSITY, SOLAPUR

Mr. Govind Shrikhande

Mrs. Suman kirloskar

2.6 Future Plan of Organization: To increase production capacity.

2.7 Award Achievement of company:2001

Most Exciting Bike of the Year 2001

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

Most Exciting Bike of the Year 2002 (Bajaj Pulsar)

2.8 Dealer Profile:Name Of Dealer

Shri Pandurang Bajaj Auto., Pandharpur

Vakhari Road, Pandharpur

Authorized Dealers for

Range of vehicles for Bajaj

all the above said brands

Bajaj, MICO, SPACO, UCAL, Gabriel, Endurance,

Bajaj - 2 & 3 Wheeler

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

Offices & Branches

- Vakhari Road, Pandharpur

Brach Office:- Bhalvani, Tal.Pandharpur

Bajaj Discover 100,135,150cc

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

A customer (also known as a client, buyer, or purchaser) is usually used to refer to a

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

3.2 Definitions:1. Customer satisfaction is "the degree to which customer expectations of a

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

Sinhgad Institute of Business Management, Kamlapur

SOLAPUR UNIVARSITY, SOLAPUR

Improve brand perception

Increase loyalty and retention

Identify areas that need improvement

Identify upgrade opportunities

Test new products, services, offers and pricing