PROJECT REPORT ON

“CUSTOMER PERCEPTION TOWARDS

BAJAJ AUTO LTD ’’
Submitted in partial fulfillment of the requirement
For the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
To the
Department of Management
Kakatiya Institute of Technology and Science, Warangal
By
N.SHIVA RAMA KRISHNA
(M16MB029)
Under the guidance of
Dr. SUNITHA CHAKRAVARTHY
ASSISTANT PROFESSOR
DEPARTMENT OF MANAGEMENT

KAKATIYA INSTITUTE OF TECHNOLOGY AND SCIENCE,

WARANGAL (Affiliated to Kakatiya University)
(2016-2018)

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 CERTIFICATE

This is to certify that the project report entitled “CUSTOMER PERCEPTION TOWARDS

BAJAJ AUTO LTD ” is a bonafide work done by N.SHIVA RAMA KRISHNA bearing Roll

No M16MB029, under my guidance. This project report has been submitted for the partial

fulfillment for the award of the degree of “MASTER OF BUSINESS ADMINISTRATION”

from Kakatiya Institute of Technology and Science for the Academic year 2016-2018.

Project Guide. Head of the Department.

(Dr.Sunitha Chakravarthy) (Dr.V.Nivedita Reddy)

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 DECLARATION

I N.SHIVA RAMA KRISHNA bearing Roll No: M16MB029 hereby declare

that the project report entitled “CUSTOMER PERCEPTION TOWARDS BAJAJ

AUTO LTD ” is submitted by me for the partial fulfillment for the award of the

degree of Master of Business Administration to the Department of Management,

Kakatiya Institute of Technology and Sciences - Warangal.

I declare that all the relevant information has been collected by me and the
results embodied in the study have not been submitted to any other University or
Institute for the award of any degree.

Place: Warangal N.SHIVA RAMA KRISHNA

Date: (Roll No: M16MB029)

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 ACKNOWLEDGEMENT

I express my deep sense of gratitude to my project guide Dr. Sunitha

Chakravarthy, MBA, PhD, Asst Professor Kakatiya institute of technology &
science, Warangal for her effective guidance and valuable suggestions throughout
this period for the project work.

I also express my sincere thanks to Dr.V.Nivedita Reddy, MBA, Ph.D,

Asst.Professor, Head of the Department, Kakatiya institute of technology &
science, Warangal, for her encouragement given during the project work.

I take immense pleasure in thanking the Director Prof. Y.Manohar and

Principal Prof. P.Venkateshwar Rao, Kakatiya institute of technology &
science, Warangal, for providing me with the facilities required to complete this
project report.

My utmost thanks also goes to all the Faculty members of department of

management for their co-operation and help in carrying out this project.

I thank all the staff of. Hyderabad for their help and support.

Finally, I convey my thanks to one and all who contributed to my work

directly or indirectly.

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 CONTENTS

Chapter I 1-

 Introduction

 Need and scope of the study

 Objectives of the study

 Research Methodology

 Limitations of the study

Chapter II -

 Company Profile
Chapter III 20-34

 Data Analysis and Interpretation

Chapter IV 35-37

 Conclusion and suggestions

APPENDIX

 Questionnaire
 Bibliography

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 CHAPTER I
INTRODUCTION

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 CHAPTER II
COMPANY PROFILE

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 CHAPTER III
DATA ANALYSIS & INTERPRETATION

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 CHAPTER IV
CONCLUSIONS AND SUGGESTIONS

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CUSTOMER:

Any individual who is recipient of goods, services, products, ideas etc delivered by the
organization will be rendered as the customer of the organization. In sales, commerce and
economics, a customer (sometimes known as a client, buyer or purchaser) is the recipient of a
goods, service, product or an idea obtained from a seller, vendor or supplier via financial
transaction or exchange for money or some other valuable consideration. An ultimate etymology
of “client” may imply someone merely inclined to do business, where as purchaser procures
goods and services on occasion but a customer habitually engages in transactions. Such
distinctions have no contemporary semantic weight.

CUSTOMER PERCEPTION:

Customer perception is a mental process, where by an consumer select data or

information from the environment, organizes it then draws significance or meaning from it.
Perception can be understood as "the we look at" the objects, individuals, events, and the world
in general. All these are stimuli. We recognize these stimuli, select them and organize them.
These are ultimately interpreted in our way depending on our expectations, needs and values.
This is known as perception.

Customer perception refers to the process by which a customer selects, organizes, and
interprets information/stimuli inputs to create a meaningful picture of the brand or the product. It
is a three stage process that translates raw stimuli into meaningful information.

Each individual interprets the meaning of stimulus in a manner consistent with his/her own
unique biases, needs and expectations. Three stages of perception are exposure, attention,
interpretation.

The formal definition of customer perception is, “A marketing concept that encompasses a
customer’s impression, awareness and/or consciousness about a company or its offerings.”

To keep in pace with technology advancements, marketers and bombarding the market
with hi-tech product and service offerings like online services, consumer durables to make life

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more smooth and so on the product are service offering, provide a set of benefits which promise
to elevate the consumer’s life style, making it more convenient smooth, and enhancing their
quality of life. That is why today firms are engaged in manufacturing products or issuing services
which offer consumer benefits both financial as well as psychological aspects.

Consumer decision making process will be based on how the individual perceives the
product. An understanding of the perceptual process will enable the marketers to the customer on
his purchase decision making an integral use of the marketing mixes. They will have to go
beyond the 4p’s of marketing mix elements by adding values and change the perception of value
for money proposition. Going for branding by including services, and corporate values marketers
can help to reduce the customer’s concept of perceived risk associated with the product or
service.

A motivated person is ready to act. How the person acts in influenced by his or her perception of
the situation. Two people with same motivation and in the same situation may act quite
differently because the perceive the situation differently.

A stimulus is any units of inputs to any senses. Examples of stimuli are sensory products,
packages, brand names and commercials. Sensory receptors are human organs (eyes, nose, ear,
tongue, skin). Their sensory functions are to see, hear, taste and feel.

SENSATION:

It is the immediate and direct response of the sensory organs to simple stimuli.
Human sensitivity is the experience of sensation of the stimuli varies with the quality of
individual’s sensory receptors and the amount of intensity of the stimuli to which he/she to be
exposed.

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 Customer Perception Analysis is a value-chain assessment methodology that gives you a
better understanding of your interaction with customers. We find answers to the following
questions:

- How can you improve your strategic positioning with customers?

- Have you accurately diagnosed your competitive business environment?
- How can you create more value to win, keep and expand customer-bases?
- Which business choices will help you to drive margin?

Having the right answers to these questions means you can align your strategy with your
customers, to create more value in their organization and target customers.

PERCEPTUAL SELECTION CONCEPTS:

People can emerge with different perceptions on the same objects because of three
perceptual concepts.

1. SELECTIVE ATTENTION:

Selective attention is the process of focusing on a particular object in the environment

for a certain period of time. Attention is a limited resource, so selective attention allows us to
tune out unimportant details and focus on what really matters. It means that the marketers have
to work hard to attract customer’s attention. Their message will lose on most people who are not
in the market for the product or service. Even people in market may notice a message unless it
stands out from the sounding sea of stimuli. Ads that are large in size, use bold color, or provide
contract to their sounding are most likely to be noticed.

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2. SELECTIVE DISTORTION:

Even noticed stimuli do not always come across in the way the senders intended.
Selective distortion is the tendency to interpret information in a way that will fit our
preconceptions. Consumers will often distort information to be consistent with prior brand and
product beliefs. Selective distortion can work to the advantage of marketers with strong brands
when consumers distort neutral or ambiguous brand information to make it more positive.

3. SELECTIVE RETENTION:

People will fail to register much information to which they are exposed in memory, but
tend to retain information that supports their attitudes and beliefs. Because of selective retention,
we are likely to remember good points about a product we like and forget good points about
competing product. Selective retention again works to the advantage of strong brands. It also
explains why marketers need to use repetition in sending messages to their target market to make
sure their message is not overlooked.

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FACTORS EFFECTING THE CONSUMER PERCEPTION:

I.INTERNAL FACTORS:

Selective Attention: There is a tendency among people to consciously see and hear only to
certain aspects of the advertising message which is being communicated.
Perception is selective process. Usually, people are able to sense and receive only limited
information from the environment and hence are characteristically selective. During this process
of selection, certain aspects of stimuli are screened out and the others admitted. These aspects of
the stimuli which are admitted remain and fall within the threshold of the person while those are
screened out fall or below the threshold limit

Selective Exposure: Though selective exposure people try to avoid coming into contact with
or avoid any message that may go against or be contradictory to the strongly held beliefs and
attitudes. A person’s belief must be very strongly influence his perception about people or things,
Because of this, a fact is conceived not on what a person believes is to be, thus the individual
normally puts a censorship on the stimulus to avoid disturbance off his existing beliefs and value.
This is also known as maintenance of cognitive consistency.

Selective Reception, Comprehensive and Retention:

There is a natural tendency among people to notice the stimuli such that the information
received will fit into his or existing mind set .People are selective in their tendency to receive
certain information and retain it in such a way will support their preconceptions.

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II.EXTERNAL FACTORS:

Physical properties of stimulus include intensity, size, position, contrast, novelty, repetition and
movement.
Intensity and Size:
The brighter or louder the sound, the more likely the person’s attention is to draw to it. For
instance, advertisers use these characteristics to draw the attention of the readers and viewers.
Large size advertisements in a news paper or magazine will be noticed and also read more often
than a small intension given although the increase will be noticed in size may not be linear.

Position: The position of the display or advertisement also is a determining factor of attracting
the attention. An advertisement placed next to a compatible editorial column of magazines, and
newspaper or magazine or assumed to be likely to attract more readers than old number pages. In
magazine more readership is obtained when advertisement are put on the cover pages or within
the first 10% of the pages.

Contrast: Human being have the ability to sounds, odors, pain bright lights, neon sign and
moments. That is why human beings are able to use sensory organs to adapt themselves to
various stimuli. This is where contrast help in the perception process.

Novelty: It has been observed by marketers that anything which is different from what are
normally expect tend to attract attention like an unusual bottle shape or a perform strip in a
magazine and so on. For instance, ’Footie’ was the first to insert novel idea of soft drink being
offered in a tetra pack or when coca cola and Pepsi were launched in small cans during the
world cup.

Advertising: The campaigns your company runs offer implied perceptions about your
products. What you say about your brand/company and the messages you deliver help others
form opinions.

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Influencers: The people that surround an individual have a massive impact on their decisions.
Whether they are in person or via social media, human nature is such that individuals listen to the
opinions and thoughts of those around them.

Personal experience: This is the biggest of all factors that weigh in to customer perception.
If someone has experienced firsthand the quality of a product or service or the responsiveness
and usefulness of a customer service channel, it will positively or negatively impact their
perception

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NEED FOR THE STUDY:

Every company in this world is conducting different types of survey to know company’s
positions in all aspects .It could give more information to take appropriate decisions in future to
move company’s in right path.

Management needs to know the customer preference information in order to take Sound
decisions. Surveys on customer preference can produce favorable or Unfavourable result , but
bringing a number of benefits to management. A study on Customer preference helps to
understand the performance of the organization and the behavior of the customers. The study of
customer perception indicates the expectations of the customers. Customer preference helps to
understand the loyalty of the customer towards the products.The management finds a possible
way to fulfill the expectations of customers and attracts new customers

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OBJECTIVES OF THE STUDY:

Every company has a particular goal. A study without objectives cannot reach the
destination. My project work was also directed to some particular targets and the main
objectives of the study are as bellow:

 To understand the customer perception towards various products and services of Bajaj
Auto Ltd.

 To evaluate the major factors responsible for customer satisfaction.

 To study the brand image of the Automobiles.

 To make the employees of Bajaj Auto Ltd aware about the customer problems
and give suggestions to solve the problems. so, that the Bajaj can retain and
maintain the loyal customers.

SCOPE OF THE STUDY:

This study is confined to Bajaj customers of twin cities; the study was conducted for period of
45 days.

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 METHODOLOGY OF THE STUDY

Data sources:
There are mainly two types of sources of data collection.

(1) Primary Data:

The primary data are those which were collected a fresh and for the first time. In this
method of data collection, Information obtains from original sources by researcher. Primary data
can be gathered slowly at the high cost. But it Offers accuracy reliability,
Questionnaires.
In this Research study, I have selected the method of collecting information through
primary data collection. the data were collected through the questionnaire method.
Sample size:- 50

(2) Secondary data:

The secondary data are those, which have already been collected by someone else and
which have been passed through the statistical process. It already exits. It is readily available for
processing. It saves time. It is cheaper source of data, Until cost of information is low. But not
give higher accuracy, reliability.
1) Book, magazines and newspaper.
2) Company Website etc..

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LIMITATIONS OF THE STUDY:

 As the duration of the study was only 45 days it was not possible to cover large sample
size.
 Enough care is taken in formulating the questionnaire; still some errors may creep in.
 The survey has been restricted to the twin cities of Hyderabad only.
 Accuracy of the study is purely based on the information as given by respondents.
 Data given by the respondents are limited to their own attitude, perception, knowledge,
feeling and awareness.

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 COMPANY POFILE

Bajaj Motors Limited was incorporated in 1986 and started it’s commercial production in

1989. BAJAJ MOTORS have started in machining unit and backward integrated in Forgings of

Auto Components. We are into manufacturing of auto components mainly precision engine

components for Two Wheeler's, Four Wheeler's, Tractors and other Heavy Machine

Equipment's.

Bajaj motors is promoted by the highly qualified and experienced promoters having a

successful track record of more than 40 years of experience in the manufacture of auto parts.

Bajaj Brand Identity

Our Brand is the visual expression of our thoughts and actions.It conveys to everyone our

intention to constantly inspire confidence.Our customers are the primary audience for our

brand.Indeed, our Brand Identity is shaped as much by their belief in Bajaj as it is by our own

vision.Everything we do must always reinforce the distinctiveness and the power of our

brand.We can do this by living our brand essence and by continuously seeking to enhance our

customers experience.In doing so, we ensure a special place for ourselves in the hearts and the

minds of our customers.

Bajaj Brand Essence

Our Brand Essence is the soul of our brand.Our brand essence encapsulates our mission at Bajaj.

It is the singular representation of our terms of endearment with our customers.It provides the

basis on which we grow profitably in the market.Our Brand Essence is Excitement.

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Bajaj strives to inspire confidence through excitement engineering. Blending together

youthful creativity and competitive technology to exceed the spoken and the implicit

expectations of our customers. By challenging the given. By exploring the unknown and thereby

stretching ourselves towards tomorrow, today.

Bajaj Brand Values: We live our brand by its values of Learning, Innovation, Perfection, Speed

and Transparency. Bajaj will constantly inspire confidence through excitement engineering.

Learning: Learning is how we ensure pro-activity. It is a value that embraces knowledge as the

platform for building well informed, reasoned, and decisive actions.

Innovation: Innovation is how we create the future. It is a value that provokes us to reach beyond

the obvious in pursuit of that which exceeds the ordinary.

Perfection: Perfection is how we set new standards. It is a value that exhibits our determination

to excel by endeavoring to establish new benchmarks all the time.

Speed: Speed is how we convey clear conviction. It is a value that keeps us sharply responsive,

mirroring our commitment towards our goals and processes.

Transparency: Transparency is how we characterize ourselves. It is a value that makes us worthy

of credibility through integrity, of trust through sensitivity and of loyalty through

interdependence.

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BOARD OF DIRECTORS:

Board of Directors

Rahul Bajaj Chairman

Madhur Bajaj Vice Chairman & Whole-Time Director

Rajiv Bajaj Managing Director

Sanjiv Bajaj Executive Director

Kantikumar R. Podar Director

Shekhar Bajaj Director

D.J. Balaji Rao Director

D.S. Mehta Whole-Time Director

J.N. Godrej Director

S.H. Khan Director

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Mrs. Suman Kirloskar Director

Naresh Chandra Director

Nanoo Pamnani Director

Tarun Das Director

Manish Kejriwal Director

Registered under the Indian Companies Act, VII of 1913

REGISTERED OFFICE Akurdi, Pune 411 035

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 DIFFERENT MILESTONES OF BAJAJ COMPANY:

2005

December Bajaj Discover launched

June Bajaj Avenger launched

February Bajaj Wave launched

2004

Sept/Oct Bajaj Discover DTS-i launched

August New Bajaj Chetak 4 stroke with Wonder Gear launched

May Bajaj CT100 Launched

January Bajaj unveils new brand identity, dons new symbol, logo and brandline

2003

October Pulsar DTS-i is launched.

October 107,115 Motorcycles sold in a month.

July Bajaj Wind 125,The World Bike, is launched in India.

Bajaj Auto launched its Caliber115 "Hoodibabaa!" in the executive motorcycle

February
segment.

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2001

November Bajaj Auto launches its latest offering in the premium bike segment ‘Pulsar’.

January The Eliminator is launched.

2000

The Bajaj Saffire is introduced.

1999

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

Production commences at Chakan plant.

1998

June 7th Kawasaki Bajaj Caliber rolls out of Waluj.

July 25th Legend, India’s first four-stroke scooter rolls out of Akurdi.

October Spirit launched.

1997

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

1995

November 29 Bajaj Auto is 50.

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 Agreements signed with Kubota of Japan for the development of diesel engines for

three-wheelers and with Tokyo R&D for ungeared Scooter and moped development.

The Bajaj Super Excel is introduced while Bajaj celebrates its ten millionth vehicle.

One million vehicles were produced and sold in this financial year.

1994

The Bajaj Classic is introduced.

1991

The Kawasaki Bajaj 4S Champion is introduced.

1990

The Bajaj Sunny is introduced.

1986

The Bajaj M-80 and the Kawasaki Bajaj KB100 motorcycles are introduced.

500,000 vehicles produced and sold in a single financial year.

1985

The Waluj plant inaugurated by the erstwhile President of India, Shri Giani Zail
November 5
Singh.

Production commences at Waluj, Aurangabad in a record time of 16 months.

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1984

January 19 Foundation stone laid for the new Plant at Waluj, Aurangabad.

1981

The Bajaj M-50 is introduced.

1977

The Rear Engine Autorickshaw is introduced.

Bajaj Auto achieves production and sales of 100,000 vehicles in a single financial

year.

1976

The Bajaj Super is introduced.

1975

BAL & Maharashtra Scooters Ltd. joint venture.

1972

The Bajaj Chetak is introduced.

1971

The three-wheeler goods carrier is introduced.

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1970

Bajaj Auto rolls out its 100,000th vehicle.

1960

Bajaj Auto becomes a public limited company. Bhoomi Poojan of Akurdi Plant.

1959

Bajaj Auto obtains licence from the Government of India to manufacture two- and

three-wheelers.

1948

Sales in India commence by importing two- and three-wheelers.

1945

Bajaj Auto comes into existence as M/s Bachraj Trading Corporation Private
November 29
Limited.

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AWARDS & ACHIEVEMENTS OF BAJAJ COMPANY:

Product Award Year By

Bajaj Discover DTS-i - Bike of the Year 2005 OVERDRIVE Awards 2005

2005

Bajaj Discover DTS-i - Indigenous 2005 OVERDRIVE Awards 2005

Design of the Year 2005

BAJAJ AUTO - Bike Maker of the Year 2004 ICICI Automobiles OVERDRIVE Awards

2004 2004

DTS-i Technology - Auto Tech of the 2004 ICICI Automobiles OVERDRIVE Awards

Year 2004 2004

Bajaj Pulsar DTS-i Bike of the Year 2004 ICICI Automobiles OVERDRIVE Awards

2004 2004

Wind 125 Two Wheeler of the Year 2004 CNBC AUTOCAR Awards 2004

2004

Wind 125 Bike of the Year 2004 2004 Business Standard Motoring

Bajaj Pulsar 180 DTS-i BBC World 2003 BBC World Wheels Award 2003

Wheels Viewers Choice Two Wheeler of

Year 2003

Bajaj Pulsar 180 DTS-i BBC World 2003 BBC World Wheels Award 2003

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Wheels Award for Best Two Wheeler

between Rs 55,000 to Rs 70,000

Bajaj Pulsar 150 DTS-i BBC World 2003 BBC World Wheels Award 2003

Wheels Award for Best Two Wheeler

between Rs 45,000 to Rs 55,000

Bajaj Boxer AT KTEC BBC World 2003 BBC World Wheels Award 2003

Wheels Award for Best Two Wheeler

under Rs 30,000

Bajaj Pulsar - Motorcycle Total 2003 NFO Automotive

Customer Satisfaction Study

Bajaj Pulsar - Bike of the year 2003 ICICI Automobiles OVERDRIVE Awards

2003

Bajaj Pulsar - Most exciting bike of the 2002 OVERDRIVE Awards

year

Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards

Bajaj Eliminator - Most exciting bike of 2001 OVERDRIVE Awards

the year

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Award Year By

All India Trophy for Highest Exporter 1998-99 EEPC

Focus LAC Award for Outstanding 1998-99 India Trade Promotion Organisation

Performance

Export Excellence 1998-99 EEPC

Certificate of Merit 1998-99 India Trade Promotion Organisation

Award for Export Excellence 1997-98 EEPC

Export Excellence 1997-98 MCCIIA

All India Trophy for Highest Exporter 1997-98 EEPC

Top Exporter Shield - Western Region 1996-97 EEPC

Export Excellence 1996-97 MCCIA

Regional Top Exporter - Large Scale 1995-96 EEPC

Manufacturer

Highest Export Performance 1995-96 EEPC

Outstanding Export Performance 1995-96 Government of India, Ministry of Commerce

Export Excellence Award 1995-96 MCCIA

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Top Exporter Shield - Western Region 1995-96 EEPC

Certificate of Merit 1995-96 Government of India, Ministry of Commerce

Award for Export Excellence 1994-95 EEPC

Regional Top Exporter - Large Scale 1994-95 EEPC

Manufacturer

All India Special Shield - Consumer 1994-95 EEPC

Durables Exporter

National Export award for Outstanding 1994-95 Government of India, Ministry of Commerce

Performance

Western Region Top Export Award 1994-95 EEPC

All India Special Shield - Consumer 1994-95 EEPC

Durables

Regional Special Shield - Capital Goods 1993-94 EEPC

Category

Award for Export Excellence 1993-94 EEPC

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KEY POLICY FOLLOWED BY BAJAJ COMPANY:

Environmental Policy

Towards creating and preserving a cleaner environment

Bajaj Auto Ltd., manufacturer of two and three wheeler vehicles is committed to prevention

of pollution, continual improvement of our environmental performance and compliance

with all applicable environmental legislation and regulations.

Towards this, we shall strive to:

• Create a proactive environment management system that addresses all environmentally

significant aspects related to our products and processes,

• Minimise the generation of waste and conserve resources Through better technology and

practices, and Promote environmental awareness amongst our employees and motivate

them to fulfill our commitments.

We, at Bajaj Auto, pledge ourselves towards creating and preserving a cleaner environment.

Quality Policy

We at Bajaj Auto continue to firmly believe in providing the customer Value for money, for

years through our products and services. This we shall maintain and improve,

In our decision making, quality, safety and service will be given as much consideration as

productivity, cost and delivery.

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Quality shall be built into every aspect of our work life and business operations. Quality

improvements and customer satisfaction shall be the responsibility of every employee.

TPM Policy:

We at Bajaj Auto adopt Total Productivity Maintenance as a means of creating a safe and

participative work environment in which all employees target the elimination of losses in

order to continuously enhance the capacity, flexibility, reliability and capability of its

processes, leading to higher employee morale and greater organizational profitability.

TPM Policy:

We at Bajaj Auto adopt Total Productivity Maintenance as a means of creating a safe and

participative work environment in which all employees target the elimination of losses in

order to continuously enhance the capacity, flexibility, reliability and capability of its

processes, leading to higher employee morale and greater organizational profitability.

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ORGANIZATION PROFILE

Bajaj Auto Pvt.Ltd.

Hyderabad-500016

This Private limited company was established on 11th March 2005 as authorized dealer

of bajaj vehicles in Hyderabad city. Now bajaj is having 14 subdealers.

Having record of selling around 5000 bajaj vehicles in very short period of time .this

shows important role of dealer in selling vehicles & Deep dedication of all members of Rahul

Motors. Now BAJAJ AUTO PVT.LTD is acting as the biggest show room with Good

Infrastructure in Hyderabad city.

THE DIFFERENT BIKES AVAILABLE UNDER MOTORS ARE:

1. CT100

2. ANIKA

3. PULSAR180 DTS-I

4. PULSAR220 DTS-I

5. DISCOVER DTS-I

6. AVENGER

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DEPARTMENTS

Sales Department:

This department consists of the ales manager under whom are sales executives. The sale

executives are the people who help the customers to provide the necessary information regarding

their product. They are the key people who convince the customers to buy their product. This

department is responsible for the sales of their product.

Spares Department:

Spares department consist of a manager who looks after all the transaction carried out in the

spare department. This department holds the spares of the bajaj bikes. Under the manager they

are spares employees who are responsible for the carrying out the sales of the spares and

marinating the records of the transactions.

Accounts Department:

This department also consists of manager under whom there are other accountants working. This

department is responsible for maintaining the financial transactions carried out within the

organization. Maintaining the financial transactions, during the duay are to be recorded by the

accounts department.

Pre-Delivery Inspection:

This department consists of a PDI in charge under whom there are technician working.

The department is responsible for checking the bike and making it ready before the delivery.

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 Work station:

This department is responsible for the maintenance and servicing of the bikes. In this department

there is a service manager, under whom are supervisors or service advisor’s. under the

supervisors are the technician who service the bikes that have come for servicing.

Sales of the Bajaj vehicles in Anika Pvt Ltd during 2013-2014:

Mon Apr May June July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June

2013 2013 2013 2013 2013 2013 2013 2013 2013 2014 2014 2014 2014 2014 2014

Sale 215 137 138 124 175 144 208 284 147 193 294 302 238 222 205

This shows the Great performance of Bajaj Auto Pvt Ltd. It has sold more than 100 vehicles

4-5 times . So managing director of Bajaj company Rajeev Bajaj Visited showroom on 11 march

2014 . which is 1st anniversary of Anika Auto Pvt Ltd. Rajeev Bajaj was very happy with

performance of this dealer . so dealer plays very important role in the success of any company.

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 CHAPTER-4

DATA ANALYSIS AND INTERPRETATION

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 Table-1 Awareness about the Bajaj

SOURCE NO. OF RESPONDENTS PERCENTAGE

Television 32 64
Word of mouth 08 16
Newspaper 06 12
Billboard 04 08
Total 50 100

70
64%

60

50

40

30

20 16%
12%
10 8%

0
Television Word of mouth Newspaper Billboard

Interpretation:

From the above pie-chart, it has been observed that among the sample size of 50 customers,
majority of customer’s i.e, 64% rated television who created awareness about the Bajaj among
the customers. This implies that among all the four options television play important role in
creating awareness among customers about the Bajaj.

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 Table-2 Response about the services of Bajaj

RESPONSE NO. OF RESPONDENTS PERCENTAGE

Yes 38 76
No 12 24
Total 50 100

80 76%

70

60

50

40

30 24%
20

10

0
Yes No

Interpretation:

From the survey it has been observed that majority of customers i.e 76% said yes and 24%
customers said no .This implies that about 24% of the customers don’t have enough knowledge
about all the products and services provided by Bajaj. There is a big opportunity for the
Automobiles to attract these customers towards other services. And the Automobiles staff should
get involved in providing knowledge and awareness to customers about the various products and
services offered by Bajaj.

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 Table-3 The branch of Bajaj is good enough to cater all the customers

RESPONSE NO. OF RESPONDENTS PERCENTAGE

Strongly agree 27 54
Agree 15 30
Neutral 06 12
Disagree 02 04
Total 50 100

60
54%

50

40

30%
30

20
12%
10
4%

0
Strongly agree Agree Neutral Disagree

Interpretation:

From this pie-chart it has been observed that, majority of customers 54% feel strongly agree and
04% feel strongly disagree about the branch of Bajaj. This depicts that half of the customers are
dissatisfied about the branch

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 Table-4 Customer Perception on Bajaj

RESPONSE NO. OF RESPONDENTS PERCENTAGE

Quality service 26 52
Wide branch network 12 24
Easy accessibility 07 14
Speedily transaction 05 10
Total 50 100

60
52%
50

40

30
24%

20
14%
10%
10

0
Quality service Wide branch network Easy accessibility Speedily transaction

Interpretation:

From the survey it is clear that majority of customers i.e 52% think that the quality service is the
key reason for customer satisfaction provided by Automobiles.This implies that Bajaj is known
for quality service.

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 Table-5 Recommendation of Bajaj motors

RESPONSE NO. OF RESPONDENTS PERCENTAGE

Yes 47 94
No 03 06
Total 50 100

100 94%
90

80

70

60

50

40

30

20

10 6%

0
Yes No

Interpretation:

This study implies that when talking about the recommendation , all the customers are ready and
feel great to recommend the Bajaj Automobiles to their friends and relatives. This shows the
positive word of mouth, publicity of the Automobiles and the Bajaj is attracting and maintaining
the customers to generate a high profits for the Automobiles.

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 Table-6 Would you recommend Bajaj to your friends, relatives and associates

RESPONSE NO. OF RESPONDENTS PERCENTAGE

Yes 46 92
No 4 8
Total 50 100

100
92%
90

80

70

60

50

40

30

20
8%
10

0
Yes No

Interpretation: This study implies that when talking about the recommendation , all the
customers are ready and feel great to recommend the Automobiles to their friends and relatives.
This shows the positive word of mouth publicity of the Automobiles and the Automobiles is
attracting and maintaining the customers to generate a high profit for the Automobiles.

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 Table-7 Drawbacks in the services of Bajaj

RESPONSE NO. OF RESPONDENTS PERCENTAGE

Yes 12 24

No 38 76
Total 50 100

80 76%

70

60

50

40

30
24%

20

10

0
Yes No

Interpretation: This chart explains that about 24% feel that there are few drawbacks in the
services of Bajaj and 76% are those customers who feel that there are no drawbacks in the
services provided by Bajaj. These customers give suggestions and remedies to make
improvements in the service level so that the Bajaj should maintain loyal customer base and

can maintain a good brand image among the customers.

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 Table-8 Is staff of Bajaj is solving your problem

RESPONSE NO. OF RESPONDENTS PERCENTAGE

Excellent 25 50

Very good 15 30

Good 07 14

Poor 03 06
Total 50 100

60

50%
50

40

30%
30

20
14%

10 6%

0
Excellent Very good Good Poor

Interpretation: From above chart it is clear that majority of customers i.e 50% has rated Bajaj
excellent

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 Table-9 Is Bajaj working for well being of society.

RESPONSE NO. OF RESPONDENTS PERCENTAGE

Yes 44 88
No 6 12
Total 50 100

100
88%
90

80

70

60

50

40

30

20
12%
10

0
Yes No

Interpretation: From above graph it is clear that 88% of customers feel that Bajaj is working
for well being of society,12% of customers feel that Bajaj is not socially responsible

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 Table-10 Did you find our sales literature and/or website informative.

NO. OF RESPONDENTS PERCENTAGE

Yes 43 86
No 7 14
Total 50 100

100

90 86%

80

70

60

50

40

30

20 14%
10

0
Yes No

Interpretation: From above graph it is clear that 86% of customers feel that Bajaj website

Is informative ,14% of customers feel that Bajaj website is not informative.

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 FINDINGS AND CONCLUSIONS:

 From this project, it has been observed that Bajaj is holding the No. 1 market share

among all the private sector automobiles in Hyderabad.

 It has been observed that television is the most attractive and profitable marketing
channels of Bajaj for creating awareness among customers.

 It has been observed that 24% of the customers are not aware about all the products and
services provided by Bajaj.

 All of the customers are satisfied with the work culture and ambience of Bajaj
.
 It has been observed that of 76% customers think that the quality service is the key reason
for customer satisfaction provided by bajaj.
 It has been observed that 94% customers are willing to recommend it to others.
 It has been observed that 12% of customers think that Bajaj is not working for well being
of society.
 It has been observed that 24% of customers fell that there are drawbacks in services
provided by Bajaj.
 It has been observed that 50 % of customers feel that staff is well knowledgeable in
solving customer problems.

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.

SUGGESTIONS AND RECOMMENDATIONS

 About 25.39% of the customers are not aware about all the products and services
provided by the bajaj, therefore the Bajaj employees should get involved in providing
information about the other services offered by the bajaj rather than pitching accounts to
them.

 The Bajaj should decrease the time period for the activation of credit cards so that the
customers feel satisfied with the automobiles.

Only 4.76% of the customers feel that the branch is not good enough to cater all the customers,
therefore the branch network should be increased so that 4.76% of customers also feel that bajaj
can cater their needs

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BIBLIOGRAPHY:

Websites:

 http:google.com

 http://en.wikipedia.org/wiki/Automobiles

 http:/ www.researchandmarkets.com

 www.bajaj.com

Text book:

 Marketing research by Naresh K Malhotra.

 Marketing Management by Philip Kotler

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 Questionnaire

1. How did you come to know about the Bajaj?

2. Are you aware about all the services provided by Bajaj?

3. Do you think, the branch of Bajaj is good enough to cater all the customers ?

4. How do you rate the Bajaj with regard to service?

5. Would you recommend Bajaj to your friends, relatives and associates?

6. Do you find any drawbacks in the services of Bajaj?

7.How well our staff is solving your problem?

8. Do you think Bajaj is working for well being of society?

9.When you think of Bajaj, what comes first in your mind?

10. Did you find our sales literature and/or website informative?

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