a study on customer satisfaction towards bajaj pulsar with special reference to jai bajaj, chennai

A STUDY ON CUSTOMER SATISFACTION

TOWARDS BAJAJ PULSAR WITH

SPECIAL REFERENCE TO JAI BAJAJ,

CHENNAI

PROJECT REPORT

Submitted By

DINESH.N

Register No: 088001119010

In partial fulfillment for the award of the degree

of

MASTER OF BUSINESS ADMINISTRATION

IN

DEPARTMENT OF MANAGEMENT STUDIES

RVS COLLEGE OF ENGINEERING AND TECHNOLOGY

KANNAMPALAYAM, COIMBATORE 641 402.

MAY- 2010

RVS COLLEGE OF ENGINEERING &TECHNOLOGY

KANNAMPALAYAM, COIMBATORE 641 402

DEPARTMENT OF MANAGEMENT STUDIES

PROJECT WORK

May 2010

This is to certify that the project report entitled

A STUDY ON CUSTOMER SATISFACTION TOWARDS

BAJAJ PULSAR WITH SPECIAL REFERENCE TO JAI

BAJAJ, CHENNAI

is the bonafide record of project work done by

DINESH.N


of Master of Business Administration during the year 2009-2010

_____________ _______________

Faculty Guide Head of the Department/Director

Submitted for the project Viva-Voce examination held on ________________

________________ ________________

Internal Examiner External Examiner

DECLARATION

I affirm that the project work titled A STUDY ON CUSTOMER

SATISFACTION TOWARDS BAJAJ PULSAR WITH SPECIAL

REFERENCE TO JAI BAJAJ, CHENNAI being submitted in partial

fulfillment for the award of Master of Business Administration is the original work

carried out by me. It has not formed the part of any other project work submitted for

award of any degree or diploma, either in this or any other University.

(Signature of the Candidate)

DINESH.N


I certify that the declaration made above by the candidate is true.

Signature of the Guide,

V.Loganayagi.,MBA

Lecturer

Department of management studies

RVS College of Engineering and Technology

ACKNOWLEDGEMENT

I extend my deep sense of gratitude and sincere thanks to our principal Dr.

V.GUNARAJ, ME., Ph.D., for his value support in carrying out my project work.

First and foremost we would like to express our sincere gratitude to our beloved

Director Dr. P.V. PRABHA,MBA.,Ph.D.,for providing us all the facilities and

encouraging us throughout the course of the project.

We pay our respectful thanks to our head of the department

Prof.S.PREETHAM SRIDHAR.,MBA.,M.Phil.,Ph.D.,Department of

management studies for his efforts, thoughtful comments, grateful advice,

encouragement and counsel throughout the course of our study. Without his

invaluable guidance and support our project work would have been mere dream.

We pay our respectful thanks to our guide, Ms. V.LOGANAYAKI, MBA.,

Department of management studies for his efforts, thoughtful comments, grateful

advice, encouragement and counsel throughout the course of our study. Without his

invaluable guidance and support our project work would have been mere dream.

I am highly obliged to extend my sincere thanks to

Mr.RAMAKRISHNAN,MBA., (Assistant marketing manager of Jai Bajaj,

Thiruvanmiyur, in Chennai city), for his effective guidance and valuable support to

carry out this project in these premises.

Above all, I thank Almighty god and My Parents for giving me the grace and

content support in successfully completing this project to the best of my ability.

CONTENTS

CHAPTERS DESCRIPTIONS PAGE NO

LIST OF TABLE

LIST OF CHARTS

ABSTRACT

1 INTRODUCTION

1.1 ABOUT THE INDUSTRY 1

1.2 ABOUT THE COMPANY 5

1.3 ABOUT THE STUDY 9

1.3.1 OBJECTIVES OF THE STUDY 12

1.3.2 SCOPE OF THE STUDY 13

1.3.3. LIMITATIONS OF THE STUDY 14

2 REVIEW OF LITERATURE 15

3 RESEARCH METHODOLOGY 17

4 ANALYSIS AND INTERPRETATIONS 19

5 FINDINGS AND INFERENCE 61

6 RECOMMENDATIONS 62

7 CONCLUSION 63

APPENDIX

BIBLIOGRAPHY

LIST OF TABLES

S.NO DESCRIPTIONS

PAGE NO

1 Table showing the age group of the respondents 19

2 Table showing the occupations of the respondents 21

3 Table showing the income of the respondents 23

4 Table showing the educational qualification 25

5 Table showing the awareness of various series of pulsar motorcycle

27

6 Table showing the awareness of product series 29

7 Table showing the reason for not choosing the product 31

8 Table showing the source of information 33

9 Table showing the duration of using the product 35

10 Table showing the satisfaction level of brand image 37

11 Table showing the satisfaction level of mileage 39

12 Table showing the satisfaction level of price 41

13 Table showing the satisfaction level of resale value 43

14 Table showing the satisfaction level of popularity 45

15 Table showing the satisfaction level of comfort 47

16 Table showing the satisfaction level of maintenance 49

17 Table showing the satisfaction level of safety 51

18 Table showing the awareness of free services 53

19 Table showing the services provided 55

20 Table showing the free services given by pulsar motorcycle 57

LIST OF CHARTS

S. NO DESCRIPTIONS PAGE NO

1 Chart showing the age of the respondents 20

2 Chart showing the occupations of the respondents 22

3 Chart showing the income of the respondents 24

4 Chart showing the educational qualification 26

5 Chart showing the awareness of various series of pulsar motorcycle

28

6 Chart showing the awareness of product series 30

7 Chart showing the reason for not choosing the product 32

8 Chart showing the source of information 34

9 Chart showing the duration of using the product 36

10 Chart showing the satisfaction level of brand image 38

11 Chart showing the satisfaction level of mileage 40

12 Chart showing the satisfaction level of price 42

13 Chart showing the satisfaction level of resale value 44

14 Chart showing the satisfaction level of popularity 46

15 Chart showing the satisfaction level of comfort 48

16 Chart showing the satisfaction level of maintenance 50

17 Chart showing the satisfaction level of safety 52

18 Chart showing the awareness of free services 54

19 Chart showing the services provided 56

20 Chart showing the free services given by pulsar motorcycle

58

ABSTRACT

This topic is selected in order to Study and identify the Customer Satisfaction

Level of Bajaj Pulsar in Chennai city.

A questionnaire was prepared consisting of 22 questions. Around 150

respondents were questioned. The questionnaire circulation covered customers of

Bajaj Pulsar in Chennai City.

A descriptive study was undertaken. Simple Random Sampling technique was

used. Simple percentage analysis and chi square method was used.

In this project the following were researched and studied in detail. The

Customers attitude towards Bajaj pulsar , to determine the effects of the company

image on the sales and also to find the reason for buying pulsar motorcycle.

CHAPTER 1

1. INTRODUCTION

1.1 ABOUT THE INDUSTRY

India is the second largest producer and manufacturer of two-wheelers in the

world. It stands next only to Japan and China in terms of the number of two-wheelers

produced and domestic sales respectively. Indian two-wheeler industry has got

spectacular growth in the last few years. Indian two-wheeler industry had a small

beginning in the early 50's. The Automobile Products of India (API) started

manufacturing scooters in the country. Bikes are a major segment of Indian two

wheeler industry, the other two being scooters and mopeds. Indian companies are

among the largest two-wheeler manufacturers in the world.

In the initial stages, the scooter segment was dominated by API; it was later

overtaken by Bajaj Auto. Although various government and private enterprises

entered the fray for scooters, the only new player that has lasted till today is LML.

The motorcycle segment was initially dominated by Enfield 350cc bikes and Escorts

175cc bike.

The two-wheeler market was opened to foreign competition in the mid-80s.

And the then market leaders - Escorts and Enfield - were caught unaware by the

onslaught of the 100cc bikes of the four Indo-Japanese joint ventures. With the

availability of fuel efficient low power bikes, demand swelled, resulting in Hero

Honda - then the only producer of four stroke bikes (100cc category), gaining a top

slot.The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki

and Hero Honda brought in the first two-stroke and four-stroke engine motorcycles

respectively. These two players initially started with assembly of CKD kits, and later

on progressed to indigenous manufacturing. In the 90s the major growth for

motorcycle segment was brought in by Japanese motorcycles, which grew at a rate of

nearly 25% CAGR in the last five years.

The industry had a smooth ride in the 50s, 60s and 70s when the Government

prohibited new entries and strictly controlled capacity expansion. The industry saw a

sudden growth in the 80s. The industry witnessed a steady growth of 14% leading to a

peak volume of 1.9mn vehicles in 1990. In 1990, the entire automobile industry saw

a drastic fall in demand. This resulted in a decline of 15% in 1991 and 8% in 1992,

resulting in a production loss of 0.4mn vehicles. Barring Hero Honda, all the major

producers suffered from recession in FY93 and FY94. Hero Honda showed a

marginal decline in 1992.The reasons for recession in the sector were the incessant

rise in fuel prices, high input costs and reduced purchasing power due to significant

rise in general price level and credit crunch in consumer financing. Factors like

increased production in 1992, due to new entrants coupled with the recession in the

industry resulted in company either reporting losses or a fall in profits. Key players in

the Two-wheeler Industry:

There are many two-wheeler manufacturers in India. Major players in the 2-

wheeler industry are Hero Honda Motors Ltd (HHML), Bajaj Auto Ltd (Bajaj Auto)

and TVS Motor Company Ltd (TVS).

The other key players in the two-wheeler industry are Kinetic Motor Company

Ltd (KMCL), Kinetic Engineering Ltd (KEL), LML Ltd (LML), Yamaha Motors

India Ltd (Yamaha), Majestic Auto Ltd (Majestic Auto), Royal Enfield Ltd (REL) and

Honda Motorcycle & Scooter India (P) Ltd (HMSI).

Evolution of two wheeler in India

Two-wheeler segment is one of the most important components of the automobile

sector that has undergone significant changes due to shift in policy environment. The

two-wheeler industry has been in existence in the country since 1955. It consists of

three segments viz. scooters, motorcycles and mopeds. According to the figures

published by SIAM, the share of two-wheelers in automobile sector in terms of units

sold was about 80 per cent during 2003-04. This high figure itself is suggestive of the

importance of the sector. In the initial years, entry of firms, capacity expansion,

choice of products including capacity mix and technology, all critical areas of

functioning of an industry, were effectively controlled by the State machinery. The

lapses in the system had invited fresh policy options that came into being in late

sixties. Amongst these policies, Monopolies and Restrictive Trade Practices (MRTP)

and Foreign Exchange Regulation Act (FERA) were aimed at regulating monopoly

and foreign investment respectively. This controlling mechanism over the industry

resulted in: (a) several firms operating below minimum scale of efficiency; (b) under-

utilisation of capacity; and (c) usage of outdated technology. Recognition of the

damaging effects of licensing and fettering policies led to initiation of reforms, which

ultimately took a more prominent shape with the introduction of the New Economic

Policy(NEP)in1985.

However, the major set of reforms was launched in the year 1991 in response to the

major macroeconomic crisis faced by the economy. The industrial policies shifted

from a regime of regulation and tight control to a more liberalised and competitive

era. Two major results of policy changes during these years in two-wheeler industry

were that the, weaker players died out giving way to the new entrants and superior

products and a sizeable increase in number of brands entered the market that

compelled the firms to compete on the basis of product attributes. Finally, the two-

wheeler industry in the country has been able to witness a proliferation of brands

with introduction of new technology as well as increase in number of players.

However, with various policy measures undertaken in order to increase the

competition, though the degree of concentration has been lessened over time,

deregulation of the industry has not really resulted in higher level of competition.

There is a large untapped market in semi-urban and rural areas of the country. Any

strategic planning for the two-wheeler industry needs to identify these markets with

the help of available statistical techniques. Potential markets can be identified as well

as prioritised using these techniques with the help of secondary data on socio-

economic parameters. For the two-wheeler industry, it is also important to identify the

target groups for various categories of motorcycles and scooters. With the formal

introduction of secondhand car market by the reputed car manufacturers and easy loan

availability for new as well as used cars, the two-wheeler industry needs to upgrade

its market information system to capture the new market and to maintain its already

existing markets. Availability of easy credit for two-wheelers in rural and smaller

urban areas also requires more focussed attention. It is also imperative to initiate

measures to make the presence of Indian two-wheeler industry felt in the global

market. Adequate incentives for promoting exports and setting up of institutional

mechanism such as Automobile Export Promotion Council would be of great help for

further surge in demand for the Indian two-wheeler industry.

National Council of Applied Economic Research (NCAER) had forecast two-wheeler

demand during the period 2002-03 through 2011-12. The forecasts had been made

using econometric technique along with inputs obtained from a primary survey

conducted at 14 prime cities in the country. Estimations were based on Panel

Regression, which takes into account both time series and cross section variation in

data. A panel data of 16 major states over a period of 5 years ending 1999 was used

for the estimation of parameters. The models considered a large number of macro-

economic, demographic and socio-economic variables to arrive at the best estimations

for different two-wheeler segments. The projections have been made at all India and

regional levels. Different scenarios have been presented based on different

assumptions regarding the demand drivers of the two-wheeler industry. The most

likely scenario assumed annual growth rate of Gross Domestic Product (GDP) to be

5.5 per cent during 2002-03 and was anticipated to increase gradually to 6.5 per cent

during 2011-12. The all-India and region-wise projected growth trends for the

motorcycles and scooters are presented in Table 1. The demand for mopeds is not

presented in this analysis due to its already shrinking status compared to' motorcycles.

It is important to remember that the above-mentioned forecast presents a long-term

growth for a period of 10 years. The high growth rate in motorcycle segment at

present will stabilize after a certain point beyond which a condition of equilibrium

will set the growth path. Another important thing to keep in mind while interpreting

these growth rates is that the forecast could consider the trend till 1999 and the model

could not capture the recent developments that have taken place in last few years.

However, this will not alter the regional distribution to a significant extent.

Table 1 suggests two important dimensions for the two-wheeler industry. The

region-wise numbers of motorcycle and scooter suggest the future market for these

segments. At the all India level, the demand for motorcycles will be almost 10 times

of that of the scooters. The same in the western region will be almost 20 times. It is

also evident from the table that motorcycle will find its major market in the western

region of the country, which will account for more than 40 per cent of its total

demand. The south and the north-central region will follow this. The demand for

scooters will be the maximum in the northern region, which will account for more

than 50 per cent of the demand for scooters in 2011-12.

1.2 ABOUT THE COMPANY

COMPANYS PROFILE:

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 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.

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 footprint

stretches over a wide range of industries, spanning automobiles (two-wheelers

and 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 relentless devotion to a common cause. Jamnalal Bajaj, founder

of the group, was a close confidant and disciple of Mahatma Gandhi. In fact, Gandhiji

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 Gandhiji 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.

Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India. The two wheeler

was developed by the product engineering division of Bajaj Auto in association with

motorcycle designer Glynn Kerr Tokyo R&D.Currently there are four variants

available -with engine capacities of 135 cc, 150cc, 180cc and 220 cc. More than a

million units of Pulsar were sold by November 2005. With monthly sales of more

than 48,000 units in June 2009, Pulsar is the leader in the 150 cc segment in India

with a market share of 43%

Before the introduction of the Pulsar, the Indian motorcycle market trend was towards

fuel efficient, small capacity motorcycles (that formed the 80-125 cc class). Bigger

motorcycles with higher capacity virtually did not exist (except for Enfield Bullet).

The launch and success of Hero Honda CBZ in 1999 showed that there was demand

for performance bikes. Bajaj took the cue from there on and launched the Pulsar twins

in India on November 24, 2001. Since the introduction and success of Bajaj Pulsar,

Indian youth began expecting high power and other features from affordable

motorcycles.

The project was faced with internal resistance, reservations by Mckinsey and doubts

on its effects on Bajaj's relation with Kawasaki. The project required approximately

36 months for completion and cost Bajaj Rs 1 billion.

DTSi

DTSi stands for Digital Twin Spark Ignition, a Bajaj Auto trademark. Bajaj Auto

holds an Indian patent for the DTSi technology. The Alfa Romeo Twin-Spark

engines, the BMW F650 Funduro which was sold in India from 1995 to 1997 also had

a twin-spark plug technology, and the Rotax motorcycle engines,more recently

Honda's iDSI Vehicle engines use a similar arrangement of two spark-plugs. However

very few small capacity engines did eventually implement such a scheme in their

production prototype.

Patent infringement allegations

In September 2007, Bajaj Auto filed a claim accusing that the development of TVS

Flame was in violation of their patent for DTS-I. TVS Motors countered by

threatening to sue Bajaj Auto for libel.On February 2008, the Madras High Court in

Chennai restrained TVS from launching it with the twin spark plug technology. TVS

appealed against this decision, claiming that crucial evidence was not taken into

account and in March 2008, launched the Flame with a modified engine containing

one spark plug.The DTSi idea is a simple one to understand - it involved usage of two

spark plugs (instead of one) per engine cylinder.

ExhausTEC

ExhausTEC stands for Exhaust Torque Expansion Chamber, a technology patented by

Bajaj.The technology involves use of a small chamber connected to the exhaust pipe

of the engine to modify the back-pressure and the swirl characteristics, with an aim to

improve the low-end performance of the bikes. The ExhausTEC technology is

claimed to be highly effective in improving the low- and mid-range torque.

Since 1986, there is a technical tie-up of Bajaj Auto Ltd. with Kawasaki Heavy

Industries of Japan to manufacture state-of-art range of latest two-wheelers in India.

The JV has already given the Indian market the KB series, 4S and 4S Champion,

Boxer, the Caliber series, and Wind125.

Kawasaki Heavy Industries is a Fortune 500 company with a turnover of USD 10

billion (Rs. 45,840 crore). It has crafted new technologies for more than hundred

years. The technologies of KHI have redefined space systems, aircrafts, jet engines,

ships, locomotive, energy plants, automation system, construction machinery, and of

KHI has given the world its legendary series of 600-1200cc Ninja and 1600 Vulcan

bikes. Straight from its design boards, the Kawasaki Bajaj Eliminator, India's first real

cruiser bike, redefines the pleasure of "biking" in looks as well as performance.

Company Flashback

'Inspiring Confidence,' the tagline, has build up confidence, through excitement

engineering, not only to domestic consumers but also internationally. Established just

eight decades back in 1926 by Jamnalal Bajaj, the company has been vested with

India's largest exporter of two and three wheelers, 196,710 units in 2004-05, a great

Bajaj Auto Ltd. sales have increased by approximately 21 per cent in the year 2004-

05, which exceeds Rs 65.4 billion, a record in the history of the company. The gross

operating profit stands at Rs. 9.3 billion, again a record. The profits after tax of the

BAL are close to Rs. 7.7 billion, and the pre-tax return on operating. Capital

The strength of the company is its quality products, excellence in engineering and

design, and its ability to delight the customers. The Pulsar, introduced in November

2004, is continually dominating the premium segment of the motorcycle market,

helping to maintain the market superiority. Discover DTSi, one more successful bike

on Indian roads, is in the 'value' segment of the motorcycle market. It incorporates a

high degree of power with fuel efficiency of a 100 cc motorcycle.

BAL is committed to prevention of pollution, continual improvement of environment

performance and compliance with all environmental legislation and regulations. They

always believe in providing the customer 'value for money' and keeps an special eye

upon quality, safety, productivity, cost and delivery.

1.3 ABOUT THE STUDY

Customer satisfaction

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key

performance indicator within business and is part of the four of a 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. There is a substantial body of empirical literature that establishes

the benefits of customer satisfaction for firms.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers;[2].

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 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 behaviors such as return and recommend

rate. The level of satisfaction can also vary depending on other factors the customer,

such as other products against which the customer can compare the organization's

products.

Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of

customer satisfaction. The International Customer Service Institute (TICSI) has

released The International Customer Service Standard (TICSS). TICSS enables

organizations to focus their attention on delivering excellence in the management of

customer service, whilst at the same time providing recognition of success through a

3rd Party registration scheme. TICSS focuses an organizations attention on

delivering increased customer satisfaction by helping the organization through a

Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, People, Premises,

Product/Services, as well as performance measurement. The implementation of a

customer service standard should lead to higher levels of customer satisfaction, which

in turn influences customer retention and customer loyalty.

Customer Satisfaction a Critical Component of Profitability

Exceptional customer service results in greater customer retention, which in turn

results in higher profitability. Customer loyalty is a major contributor to sustainable

profit growth. To achieve success, you must make superior service second nature of

your organization. A seamless integration of all components in the service-profit

chain employee satisfaction, value creation, customer satisfaction, customer loyalty,

and profit and growth links all the critical dynamics of top customer service.

Customer Expectations

Customer is defined as anyone who receives that which is produced by the individual

or organization that has value. Customer expectations are continuously increasing.

Brand loyalty is a thing of the past. Customers seek out products and producers that

are best able to satisfy their requirements. A product does not need to be rated highest

by customers on all dimensions, only on those they think are important.

Measuring Customer Satisfaction

To execute a successful client satisfaction survey, build one that your customers have

the time and inclination to respond to, and that delves into the types of information

that will truly help enhance your performance. By carefully constructing a brief, yet

strong, survey, you can discover what your customers believe your strengths and

weaknesses are and what makes your customers loyal to your company.

Customers for Life

By: Brian Tracy

The purpose of a business is to create and keep a customer. If a business successfully

creates and keeps customers in a cost-effective way, it will make a profit while

continuing to survive and thrive. If, for any reason, a business fails to attract or sustain

a sufficient number of customers, it will experience losses. Too many losses will lead

to the demise of the enterprise.

According to Dun and Bradstreet, the single, most important reason for the failure of

businesses in America is lack of sales. And, of course, this refers to resales as well as

initial sales. So your companys job is to create and keep a customer, and your job is

exactly the same. Remember, no matter what your official title is, you are a

salesperson for yourself and your company.

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 favourably

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. 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. Although the customer-centered firm seeks to create high customer satisfaction,

that is not its ultimate goal. 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.

1.3.1 OBJECTIVES OF THE STUDY

Primary objective:

To measure the customer satisfaction towards Bajaj Pulsar with special

reference to Jai Bajaj, Chennai.

Secondary objectives:

To find out the factors influencing customer to purchase Bajaj pulsar.

To find out the customer satisfaction towards free service given by the

company.

To determine the company image on sales.

1.3.2 SCOPE OF THE STUDY

This study is useful for me as well as for the company for identifying the Customer

satisfaction level towards Bajaj Pulsar in Chennai city. For company, to identify the

customer attitude towards Bajaj Pulsar. And also this study helps me to create and

maintain a good relationship between the customer and the management.

Because of this study, the company may know what the customer is looking for and

also how to satisfy him regarding pulsar bike.

1.3.3 LIMITATIONS OF THE STUDY

1. Since the project duration was limited to Two months an elaborate study was not

possible.

2. Study was limited in Chennai City.

3. The sample size was limited to 150 customers of Bajaj pulsar in Chennai City.

4. During the survey most of the respondents contacted had newly purchased the

motorcycle thus they could not respond accurately i.e. their satisfaction level

and defects in the motorcycles.

5. The research is directly concerned with the study of human preference and

behavior and achieving absolute mathematical accuracy towards this was not

possible.

CHAPTER 2

REVIEW OF LITERATURE

Bardia Alimohamadi; Nasrin Khorshidi(1980)1In beginning of 1980s, a majority of

business sectors were suffering from high operating costs and inefficiencies which

were a big loss to these sectors. These inefficiencies and lack of effectiveness were

consequently producing high levels of customer dissatisfactions as well.

Mohammed Alam; AtiqurRahman Khokhar(2006)2 The banking services have

been dynamic during the last decade due to the advent of the Internet in banking

sector. One of the most vital challenges of the Internet as a service delivery channel is

providing and maintaining service quality. Service quality is an input of customer

trust which becomes satisfaction and lead to loyalty as an output.

Elinor Johnson(1984) 3 This study is based upon the premise that creating value is

the basis for all businesses. The research problem and ultimate purpose of the study is

to determine how customer perceived value can be improved at the Liberty Program,

Naples Italy.

Maria Hansson; Gunilla Hansson(2003)4 How shall effective and satisfactory

replenishment planning and information sharing be designed to improve the security

of consumer satisfaction? In which areas is it most essential to do changes in order to

come closer to a more desirable replenishment planning and information sharing

situation in the food supply chain? Purpose: The purpose of this master thesis is to

provide propositions for improving replenishment planning and information sharing

in the food supply chain in order to improve the consumer satisfaction. Method: The

background to this master thesis led us to be nominalists and functionalists with a

systems approach

Laleh Nosrati(1993)5 The daily growth of the internet and e-commerce has changed

the way of marketing and selling products and services. As a result of development in

electronic information resources and the evolution of the "digital age" product sellers

and information service providers face many new challenges.

Ina Landua(1986)6 Research Question/Purpose: Due to environmental legislation,

economic influences and increasing concern about the environment among the general

public, todays businesses are becoming more committed to environmental issues.

Some enterprises yet have implemented a green strategy.

Parmita Saha; Yanni Zhao(2005)7 In the last few years we have witnessed a

substantial growth of internet-based services, both from pure Internet businesses and

from traditional companies that are developing online services. One of the key

challenges of the Internet as a service delivery channel is how they manage service

quality, which holds a significant importance to customer satisfaction.

Saadullah Khan(1994) 8 In the world of banking, the development in information

technology has an enormous effect on development of more flexible payment

methods and more-user friendly banking services. Electronic banking services are

new, and the development and diffusion of these technologies by financial institutions

is expected to result in a more efficient banking system.

Mojdeh Ghezelayagh(1995)9 Banking, one of the most information intensive sectors,

is an ideal domain for the successful development of e-commerce. The present study

focuses on e-commerce opportunities for improving customer services in the Iran

banking sector.

Ali Dehghan(1999)10 The purpose of this research was to gain a better understanding

of the service quality dimensions that affect customer satisfaction from customer

perspective. Based on a detailed literature review, a frame of reference was

developed. Some service quality dimensions were selected to be tested in CCG CO

operations .

CHAPTER 3

RESEARCH METHODOLOGY

Research is an original contribution to the existing stock of knowledge making

for its advancement. It is the pursuit of truth with the help of study, observation,

comparison and experiment. In short, the search for knowledge through objective and

systematic method of finding solution to a problem is research.

A research method refers to the methods the researchers use in performing

research operations. Research Methodology is a way to systematically solve the

research problem. By research methodology not only the research methods are

considered but also the logic behind the methods used in the context of the research

study and explanations are given on why a particular technique is used

RESEARCH DESIGN

The research design that is adopted in this study is Descriptive Research.

DESCRIPTIVE RESEARCH:

To describe the characteristics of the variables in a situation.

METHODS OF DATA COLLECTION

Sources of Data:

Data were collected through both primary and secondary data sources.

Primary Data

A primary data is a data, which is collected afresh and for the first time, and

thus happen to be original in character. The primary data with the help of

questionnaire were collected from various investors

Secondary Data

Secondary data consist of information that already exists somewhere, have

been collected. Secondary data is collected from company websites, other websites.

SAMPLING DESIGN

Sampling Method:

The sampling technique used is Simple Random sampling.

Sample Size:

The sample size for this study is 150 customers of Bajaj pulsar in Chennai

city.

Tools used for analysis :

Simple percentage method and chi square method was used.

1. Simple percentage analysis:

The percentage analysis is mainly used to standardize the response of the

respondents. This analysis is carried out for all the questions given in the

questionnaire, mainly to asses, how the respondents are distributed in each category.

Percentage analysis uses percentage to process the data this method is used as

a percentage simply number, reducing them into 0-100 range through percentage.

Percentage = n/N X 100

n = number of respondents assured.

N= Total number of respondents.

2. Chi Square Test

It is useful to determine the sign cant relationship between the two variables

The formula is used for chi-square test.

Chi-square = (oij-eij)2

eij

Where oij Observed frequency

eij Expected frequency

Expected frequency is calculated as follows

Expected value = Row total X column total

Grand total

Degree of freedom = (r-1) X(c-1)

Where,

R - Number of rows

C - Number of columns.

CHAPTER 4

ANALYSIS AND INTERPRETATION TABLE NO: 4.1

TABLE SHOWING THE AGE GROUP OF THE RESPONDENTS Age group No: of respondents Percentage

Below 20 years 30 20

20-40 years 70 46.7

40-60 years 30 20

Above 60 years 20 13.3

Total 150 100

INTERPRETATION:

The above table shows that 20% of the respondents are age group of below 20,

46.7% of the respondents age is between 20-40, 20% of the respondents age is

between 40-60 and 13.3% of the respondents age is above 60.

CHART NO: 4.1

CHART SHOWING THE AGE GROUP OF THE RESPONDENTS

AGE GROUP OF THE RESPONDENTS

20

46.7

20 13.30

10

20

30

40

50

Below 20 20-40 40-60 Above 60

AGE GROUP

PERCENTAGE

TABLE NO: 4.2

TABLE SHOWING THE OCCUPATION OF THE RESPONDENTS

Occupation No: of the respondents Percentage

students 30 20

businessmen 20 13.4

Working professional 80 53.2

others 20 13.4

Total 150 100

INTERPRETATION: The above table shows that 20% of respondents are students, 13.4% of the

respondents are businessmen, 53.2% of the respondents are working professionals and

13.4% of the respondents belong to others.

CHART NO: 4.2

CHART SHOWING THE OCCUPATION OF THE RESPONDENTS

OCCUPATION OF THE RESPONDENTS

20 13.4

53.2

13.40

10

20

30

40

50

60

stude

nts

busin

essm

en

Wor

king p

rofes

siona

l

othe

rs

OCCUPATION

PERCENTAGE

TABLE NO: 4.3

TABLE SHOWING THE INCOME OF THE RESPONDENTS Income level No: of respondents Percentage

Less than 5000 12 8

5001-10000 33 22

10001-15000 78 52

Above 15001 27 18

Total 150 100

INTERPRETATION: The above table shows that 8% of the respondents income is less than 5000, 22% of

the respondents is between 5001-10000, 52% of the respondents is between 10001-

15000 and 18% of the respondents income is between above 15001.

CHART NO 4.3

CHART SHOWING THE INCOME OF THE RESPONDENTS

INCOME OF THE RESPONDENTS

822

52

18

0

10

20

30

40

50

60

Less than5000

5001-10000 10001-15000

Above15001

INCOME

PERCENTAGE

TABLE NO 4.4

TABLE SHOWING EDUCATIONAL QUALIFICATION

Educational qualification No: of respondents Percentage

Schooling 21 14

graduate 79 52.6

Post graduate 50 33.4

Total 150 100

INTERPRETATION:

The above table shows that 14% of the respondents are school students, 52.6%

of the respondents are graduates and 33.3% of the respondents are post graduates.

CHART NO 4.4

CHART SHOWING EDUCATIONAL QUALIFICATION

EDUCATIONAL QUALIFICATION

14

52.6

33.4

0

10

20

30

40

50

60

Schooling graduate Post graduate

PERCENTAGE

TABLE NO: 4.5

TABLE SHOWING THE AWARENESS OF VARIOUS SERIES OF PULSAR MOTORCYCLE

Awareness of respondents

No: of respondents Percentage

Yes 132 88

No 18 12

Total 150 100

INTERPRETATION: The above table shows that 88% of the respondents are aware of

various series of pulsar motorcycle and 12% of the respondents are not aware of

various series of pulsar motorcycle.

CHART NO: 4.5

CHART SHOWING THE AWARENESS OF VARIOUS SERIES OF PULSAR MOTORCYCLE

AWARENESS ABOUT VARIOUS SERIES OF PULSAR MOTORCYCLE

88

120

20

40

60

80

100

Yes No

PERCENTAGE

TABLE NO 4.6

TABLE SHOWING THE AWARENESS OF THE PRODUCT SERIES

Product series No: of respondents Percentage

150 cc 25 16.6

180 cc 70 46.8

200 cc 25 16.6

220 cc 30 20

Total 150 100

INTERPRETATION: The above table shows that 16.6% of the respondents are aware of

150cc, 46.8% of the respondents are aware of 180cc, 16.6% of the respondents are

aware of 200cc and 20% of the respondents are aware of 220cc.

CHART NO: 4.6

CHART SHOWING THE AWARENESS OF THE PRODUCT SERIES

AWARENESS ABOUT THE PRODUT

SERIES

16.6

46.8

16.6 20

0

10

20

30

40

50

150 cc 180 cc 200 cc 220 cc

PRODUT SERIES

PERCENTAGE

percentage

TABLE NO: 4.7

TABLE SHOWING THE REASON FOR NOT CHOOSING THE PRODUCT

Reasons No: of respondents Percentage

Unawareness 75 50

Not interested 75 50

Total 150 100

INTERPRETATION: The above table shows that 50% of the respondents are not aware for choosing the

product and 50% of the respondents are not interested in choosing the product.

CHART NO: 4.7

CHART SHOWING THE REASON FOR NOT CHOOSING THE PRODUCT

REASON FOR NOT CHOOSING THE PRODUCT

50 50

0

10

20

30

40

50

60

Unawareness Not interested

PERCENTAGE

TABLE NO: 4.8

TABLE SHOWING THE SOURCE OF INFORMATION

Source of information No: of respondents Percentage

Family 33 22

Friends 46 30.6

Media 42 28

Dealers 29 19.4

Total 150 100

INTERPRETATION: The above table shows that 22% of the respondents got information from their

family,30.6% from their friends, 28% of them from the media and 19.4 % from

dealers.

CHART NO: 4.8

CHART SHOWING THE SOURCE OF INFORMATION

SOURCE OF INFORMATION

22

30.6 2819.4

0

5

10

15

20

25

30

35

Family Friends Media Dealers

SOURCE

PERCENTAGE

TABLE NO: 4.9

TABLE SHOWING THE DURATION OF USING THE PRODUCT

Duration No: of respondents Percentage

Below 1 year 44 29.4

1-3 year 31 20.6

3-6 year 65 43.4

Above 6 year 10 6.6

Total 150 100

INTERPRETATION: The above table shows that 29.4% of the respondents are using the product less than a

year, 20.6% of the respondents are using between 1-3 year, 43.4% of the respondents

are using between 3-6 year and 6.6% of the respondents are respondents are using for

more than 6 years.

CHART NO 4.9

CHART SHOWING THE DURATION OF THE PRODUCT

DURATION OF USING THE PRODUCT

29.420.6

43.4

6.60

10

20

30

40

50

Below 1year

1-3 year 3-6 year Above 6year

DURATION

PERCENTAGE

TABLE NO 4.10

TABLE SHOWING SATISFACTION LEVEL OFTHE BRAND IMAGE Brand image No: of respondents Percentage

Highly satisfied 111 74

Satisfied 22 14.6

Neutral 0 0

Dissatisfied 12 8

Highly dissatisfied 5 3.4

Total 150 100

INTERPRETATION: The above table shows that 74% of the respondents are highly satisfied with the brand

image, 14.6% of the respondents are satisfied with the brand image, 8% of the

respondents are dissatisfied and 3.4% of the respondents are highly dissatisfied with

the brand image.

CHART NO 4.10

CHART SHOWING SATISFACTION LEVEL OF THE BRAND IMAGE

SATISFACTION LEVEL OF THE BRAND

IMAGE

74

14.60 8 3.40

1020304050607080

High

ly sa

tisfie

d

Satis

fied

Neut

ral

Diss

atisf

ied

High

ly dis

satis

fied

BRAND IMAGE

PERCENTAGE

TABLE NO 4.11 TABLE SHOWING THE SATISFACTION LEVEL TOWARDS MILEAGE

Mileage No: of respondents Percentage

Highly satisfied 94 62.6

Satisfied 5 16.7

Neutral 6 4

Dissatisfied 13 8.7

Highly dissatisfied 12 8

Total 150 100

INTERPRETATION: The above table shows that 62.6% of the respondents are highly satisfied with the

mileage, 16.7% of the respondents are satisfied with the mileage, 4% of respondents

have no idea about mileage, 8.7 % of the respondents are dissatisfied and 8% of the

respondents are highly dissatisfied.

CHART NO 4.11 CHART SHOWING THE SATISFACTION LEVEL TOWARDS MILEAGE

SATISFACTION LEVEL TOWARDS MILEAGE

62.6

16.7 4 8.7 8010203040506070

High

ly sa

tisfie

d

Satis

fied

Neut

ral

Diss

atisf

ied

High

ly dis

satis

fied

MILEAGE

PERCENTAGE

TABLE NO 4.12

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS PRICE

Price No: of respondents Percentage


Satisfied 26 17.4

Neutral 10 6.6

Dissatisfied 50 33.4


Total 150 100


price, 17.4% of the respondents are satisfied with the price, 6.6% of respondents have

no idea about price, 33.4 % of the respondents are dissatisfied and 22% of the


CHART NO 4.12

CHART SHOWING THE SATISFACTION LEVEL TOWARDS PRICE

SATISFACTION LEVEL TOWARDS PRICE

20.6 17.46.6

33.422

05

10152025303540

Hig

hly

satis

fied

Sat

isfie

d

Neu

tral

Dis

satis

fied

Hig

hly

diss

atis

fied

PRICE

PERCENTAGE

TABLE NO 4.13

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS RESALE VALUE

Price No: of respondents Percentage


Satisfied 31 20.6

Neutral 10 6.7

Dissatisfied 33 22


Total 150 100

INTERPRETATION: The above table shows that 28% of the respondents are highly satisfied with the resale

value, 20.6% of the respondents are satisfied with the resale value, 6.7% of

respondents have no idea about resale value, 22% of the respondents are dissatisfied

and 22.7% of the respondents are highly dissatisfied.

CHART NO 4.13

CHART SHOWING THE SATISFACTION LEVEL TOWARDS RESALE VALUE

SATISFACTION LEVEL TOWARDS RESALE VALUE

2820.6

6.7

22 22.7

05

1015202530

Hig

hly

satis

fied

Sat

isfie

d

Neu

tral

Dis

satis

fied

Hig

hly

diss

atis

fied

RESALE VALUE

PERCENTAGE

TABLE NO 4.14

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS

POPULARITY

Popularity No: of respondents Percentage


Satisfied 14 9.4

Neutral 0 0

Dissatisfied 9 6


Total 150 100


popularity, 9.4% of the respondents are satisfied with the popularity, 6% of the

respondents are dissatisfied and 8% of the respondents are highly dissatisfied.

CHART NO 4.14

CHART SHOWING THE SATISFACTION LEVEL TOWARDS POPULARITY

SATISFACTION LEVEL TOWARDS

POPULARITY

76.6

9.4 0 6 80102030405060708090

High

ly sa

tisfie

d

Satis

fied

Neut

ral

Diss

atisfi

ed

High

ly dis

satis

fied

POPULARITY

PERCENTAGE

TABLE NO 4.15

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS COMFORT

Comfort No: of respondents Percentage


Satisfied 32 21.4

Neutral 0 0

Dissatisfied 10 6.6


Total 150 100


comfortness, 21.4% of the respondents are satisfied with the comfortness, 6.6 % of

the respondents are dissatisfied and 6.6% of the respondents are highly dissatisfied.

CHART NO 4.15

CHART SHOWING THE SATISFACTION LEVEL TOWARDS COMFORT

SATISFACTION LEVEL TOWARDS COMFORT

65.4

21.40 6.6 6.60

10203040506070

Hig

hly

satis

fied

Sat

isfie

d

Neu

tral

Dis

satis

fied

Hig

hly

diss

atis

fied

COMFORT

PERCENTAGE

TABLE NO 4.16

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS MAINTENANCE

Maintenance No: of respondents Percentage


Satisfied 46 30.6

Neutral 5 3.4

Dissatisfied 39 26


Total 150 100

INTERPRETATION: The above table shows that 36% of the respondents are highly satisfied with the

maintenance, 30.6% of the respondents are satisfied with the maintenance, 3.4% of

respondents have no idea about maintenance, 26 % of the respondents are dissatisfied

and 4% of the respondents are highly dissatisfied.

CHART NO 4.16

CHART SHOWING THE SATISFACTION LEVEL TOWARDS MAINTENANCE

TABLE NO 4.17

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS SAFETY Safety No: of respondents Percentage


Satisfied 46 30.6

Neutral 8 5.4

Dissatisfied 12 8


Total 150 100


safety, 30.6% of the respondents are satisfied with the safety, 5.4% of respondents

have no idea about safety, 8% of the respondents are dissatisfied and 6.6% of the


CHART 4.17

CHART SHOWING THE SATISFACTION LEVEL TOWARDS SAFETY

SATISFACTION LEVEL TOWARDS SAFETY

49.4

30.6

5.4 8 6.6

0102030405060

High

ly sa

tisfie

d

Satis

fied

Neut

ral

Diss

atisf

ied

High

ly dis

satis

fied

SAFETY

PERCENTAGE

TABLE NO 4.18

TABLE SHOWING THE AWARENESS OF FREE SERVICES

Awareness of free

services

No: of respondents Percentage

yes 125 83.4

no 25 16.6

Total 150 100

INTERPRETATION The above table shows that 83.4% of the respondents are aware of free services and

16.6% of the respondents are not aware of free services.

CHART NO 4.18

CHART SHOWING THE AWARENESS OF FREE SERVICES

AWARENESS OF FREE SERVICES

83.4

16.6

0

20

40

60

80

100

yes no

FREE SERVICE

TABLE NO 4.19

TABLE SHOWING THE SERVICES PROVIDED

Services provided No: of respondents Percentage

Below2 42 28

3 38 25.3

4 32 21.3

5 26 17.4

Above 5 12 8

Total 150 100

INTERPRETATION: The above table shows that 28% of the respondents are provided services below 2

times, 25.3% are provided services for three times, 21.3% for 4 times, 17.4% of the

respondents for 5 times and 8% of the respondents are provided services above 5

times.

CHART NO 4.19

CHART SHOWING THE SERVICES PROVIDED

SERVICES PROVIDED

0

5

10

15

20

25

30

Below2 3 4 5 Above 5

PERCENTAGE

TABLE NO 4.20

TABLE SHOWING THE FREE SERVICES GIVEN BY THEM

Free services No: of respondents Percentage


Satisfied 41 27.4

Neutral 0 0

Dissatisfied 10 6.6


Total 150 100

INTERPRETATION: The above table shows that 62.6% of the respondents are highly satisfied with the free

services given by them, 27.4% of the respondents are satisfied with the free services,

6.6 % of the respondents are dissatisfied and 3.4% of the respondents are highly

dissatisfied.

CHART NO.4.20

TABLE SHOWING THE FREE SERVICES GIVEN BY THEM

CHI-SQUARE

TABLE NO- 4.22

CHI-SQUARE TEST

INCOME PRICE

LESS THAN 5000

5001-10000

10001-15000

ABOVE 15000

TOTAL

HIGHLY SATISFIED

3 5 17 6 31

SATISFIED 2 3 6 15 26 NEUTRAL 1 3 5 1 10 DISSATISFIED 4 12 30 4 50 HIGHLY DISSATISFIED

2 10 20 1 33

TOTAL 12 33 78 27 150 CALCULATIONS: H0: There is no significant relationship between present Income and price

Ha: There is significant relationship between present income and price.

Oi Ei Chi-square 3 2.48 0.10903226 5 6.82 0.48568915 17 16.12 0.0480397 6 5.58 0.0316129 2 2.08 0.00307692 3 5.72 1.29342657 6 13.52 4.18272189 15 4.68 22.7569231 1 0.8 0.05 3 2.2 0.29090909 5 5.2 0.00769231 1 1.8 0.3555555 4 4 0 12 11 0.09090909 30 26 0.61538402 4 9 2.77777778 2 2.64 0.15515152 10 7.26 1.03410468 20 17.16 0.47002331 1 5.94 4.10835017 TOTAL 38.8663806

Chi-square =

(Oi-Ei)^2

Ei

CALCULATION

V= (n-1) (m-1) =12

Table value = 21.026

Calculation value = 38.8663806

Table value is less than calculated value

So, we reject H0 and Ha accepted.

INTERPRETATION:

There is significant relationship between satisfied with present salary and

working hour facility.

CHAPTER 5

FINDINGS AND INFERENCES

Majority 46.7% of the respondents are under the age group

between 20-40.

Majority 53.2% of the respondents who use the bike are working

professionals.

Majority 52% of the respondents income is between 10001-15000.

Majority 52.6% of the respondents completed their graduation.

Majority 88% of the respondents are aware of various series of

pulsar motorcycle.

Majority 46.8% of the respondents are aware of 180cc.

Majority 50% of the respondents are not aware for choosing the

product and 50% of the respondents are not interested in choosing

the product.

Majority 30.6%of source of information is from their friends.

Majority 43.4% of the respondents are using the bike for 3-6 year.

Majority 74% of the respondents are highly satisfied with the brand

image.

Majority 62.6% of the respondents are highly satisfied with the

mileage.

Majority 33.4 % of the respondents are dissatisfied with the price.

Majority 28% of the respondents are highly satisfied with the

resale value.


popularity.


comfortness.

Majority 36% of the respondents are highly satisfied with the

maintenance.


safety.

Majority 83.4% of the respondents are aware of free services.

Majority 28% of the respondents are provided services below 2

times.

Majority 62.6% of the respondents are highly satisfied with the free

services given by them.

CHAPTER 6

RECOMMENDATIONS

The following are the suggestions given by the respondents

Respondents feel that the price is high and suggested that it should

be brought down, so that more people can purchase it.

Respondents suggest that the company should take initiative in

selling up more number of authorized services centers in different

locality of the city.

Few respondents are not satisfied with the resale value, so the

company should take necessary steps regarding the resale value.

Majority of the respondents are highly satisfied in driving the bike,

so the company shall maintain the same strategy.

Few respondents are much worried about the maintenance, because

the cost of giving it to service is very high when compared with the

other bikes

Most of the respondents are very much aware of giving free

services, so the company should increase free services as much as

possible.

Few respondents feel that the free services should be done properly

and it should not be for namesake.

CHAPTER 7

CONCLUSION

From this research work done in Bajaj pulsar in, Chennai city. 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.

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.

BIBLIOGRAPHY

REFERENCES:

1. David A. Aker, V Kumar and George S.Day (2002), Marketing research,

Seventh

Edition, John Wiley & sons.

2. C.R. Kothari (2004), Research Methodology: Methods and Techniques,

Revised Second edition, New Age International. Pvt. Ltd.

3. Philip Kotler, Kevin Lane Keller, Abraham Koshy, Mithileshwar Jha (2007),

Marketing Management, Twelfth Edition, Pearson Education, Inc.

WEBSITES:

1. http://www.Bajaj pulsar.com/

2. http://www.google.co.in/

4. http://www.wikipedia.com/

5. http://www.jaibajaj.com/

QUESTIONNAIRE

1. Name:

2. Age:

Below 20 20-40 40-60 above 60

3. Occupation:

Student businessmen working professional others

4. Income:

Less than 5000 5001-1000 10001-15000 above 15000

5. Educational qualification:

schooling under graduate post graduate

6. Are you aware of various series of pulsar motorcycle do you own?

Yes no

7. If yes mention the series which you are aware?

150cc 180cc 200cc 220cc

8. If no mention a reason?

unawareness not interested

9. What was the source of information for the purchase of Bajaj Pulsar?

Family Friends Media Dealers

10. How long are you using Bajaj Pulsar?

below I year 1-3year 3-6year above 6year

11. Are you satisfied with the brand image?

highly satisfied satisfied neutral dissatisfied highly dissatisfied

12. Are you satisfied with the mileage?


13. Are you satisfied with the price?


14. Are you satisfied with the resale value?

highly satisfied satisfied neutral dissatisfied . highly dissatisfied

15. Are you satisfied with the popularity?


16. Are you satisfied with the comfort?


17. Are you satisfied with the maintenance?


18. Are you satisfied with the safety?


19. Are you aware of giving free service of your motorcycle to the showroom?

yes no

20. If yes how many services you can get?

below 2 3 4 5 above 5

21. Are you satisfied with free services given by them?


22. Suggestions if any

__________________________________

PROJECT REPORTSubmitted ByDINESH.NPROJECT WORKThis is to certify that the project report entitledDINESH.NDECLARATIONACKNOWLEDGEMENT

CONTENTSABSTRACT

Customer satisfactionMeasuring customer satisfactionImproving Customer Satisfaction

a study on customer satisfaction towards bajaj pulsar with special reference to jai bajaj, chennai

Documents

chennai project report

bajaj pulsar

original work

project vivavoce examination

department prof

special reference

customer satisfaction

award of master