PROBLEM STATEMENT The Arpita Bajaj is one of the leading Bajaj two wheeler outlet in Hassan district.

It was established in the year 2000, & its delivering to the customers in and around Hassan & its neighboring districts. For the past 10yrs its been into the active in promoting two wheeler products but in the recent past since 2008 the sales of two wheelers was dismal due the dissatisfaction among large group of customers due to deteriorating in the quality of after sales service. Hence the management has felt the need to conduct through analysis about the existing effectiveness of after sales service & its impact on the organization overall sales performance. Hence the management had realized the need to conduct the result oriented analysis through the management trainees. I was glad to accept this assignment from the organization perspective & as a part of MBA curriculum. Customer satisfaction after sales & service is the important statement of the problem in this project. OBJECTIVES OF THE STUDY To know the after sales service perception of customers To ascertain the satisfaction level & its influencers To measure the impact of the above analysis on future sales To study the whether satisfied with their service. H.R .Institute of Higher Education, Hassan 2

DATA COLLECTION METHOD DATA REFERS TO INFORMATION OR FACTS. It not only refers to numerical figures but also includes descriptive facts. The method of data collection includes two types of study, such as primary data and secondary data. Primary Data Collection Method It was collected directly from executives and customers. The information collected from executives through personal and direct interview to collect primary data, a detail and structured questionnaire was formed to suit the objectives of the study which contain definite and predetermined questions, containing information relating to sales and service and its products. Primary data is the data that is collected for the first time by the researcher. The Primary data are collected with specific set of objective to assess the current status of any variable studied. Primary data is useful only for particular period. Methods of Primary Data Collection The Main four methods used in primary data collection are: a. Questionnaire b. Schedule c. Interview d. Observation In this study questionnaire method have been used H.R .Institute of Higher Education, Hassan 5 NEED FOR THE STUDY Customer is one for whom you satisfy a want or need in return for some of payment. The payment may be money, may be time, or may be

goodwill but there is some form of payment. Satisfaction is the level of person felt state by comparing products perceived in relation to the persons expectations. Satisfaction level is function of the difference between perceived performance and expectations. If the performance falls short of expectations, the customer is not satisfied. If the performance matches the expectations the customers are highly satisfied. If the performance is beyond his expectations the customer is thrilled. Customer satisfaction is customers positive or negative feeling about the value that was perceived as a result of using particular organizations offering in specific used reaction to a series of use situation experience. According to peter F. Ducker, the purpose of business is to create and then retain a satisfied customer. A society supports business because they serve its members by catering to their needs and leave them satisfied. If the business dissatisfied its customers and not only these customers stop availing service , but society at large will condemn the firm and may even penalize it to the point of its extinction. SCOPE OF THE STUDY: The study is limited to the customer of Bajaj vehicle buyers. The customer includes customers who enter the show room. This study will help us to understand customers, preference and their needs expected from the business owners. This study will not only help me as a student but it also assists Arpita Bajaj to improve their service standard. H.R .Institute of Higher Education, Hassan 3