consumer satisfaction level of bajaj bike project report

7/14/2019 Consumer Satisfaction Level of Bajaj Bike Project Report

1/60

INTRODUCTION TO THE INDUSTRY

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 (twowheelers and

threewheelers!, home appliances, lighting, iron and steel, insurance, travel and

finance.

The group"s flagship compan#, Bajaj $uto, is ran%ed as the world"s fourth

largest two and three wheeler manufacturer and the Bajaj brand is well%nown inover a do&en countries in 'urope, atin $merica, the )* and $sia.

+ounded in 1-, at the height of India/s movement for independence from

the British, the group has an illustrious histor#. The integrit#, dedication,

resourcefulness and determination to succeed which are characteristic of the group

toda#, are often traced bac% to its birth during those da#s of relentless devotion to a

common cause. amnalal Bajaj, founder of the group, was a close confidant anddisciple of ahatma Gandhi. In fact, Gandhi i had adopted him as his son. This

close relationship and his deep involvement in the independence movement did not

leave amnalal Bajaj with much time to spend on his newl# launched business

venture.

2is son, 3amalna#an Bajaj, then -4, too% over the reins of business in 15-.

2e too was close to Gandhi ji and it was onl# after Independence in 154, that he

was able to give his full attention to the business. 3amalna#an Bajaj not onl#

consolidated the group, but also diversified into various manufacturing activities.

The present 6hairman and anaging 7irector of the group, *he%ar Bajaj, too%

charge of the business in 18. )nder his leadership, the turnover of the Bajaj $uto

the flagship compan# has gone up from 9s.4- million to 9s.5.1 billion ()*7 :

million!, its product portfolio has e;panded from one to and the brand has found a

global mar%et. 2e is one of India"s most distinguished business leaders and

internationall# respected for his business acumen and entrepreneurial spirit.

1


2/60

Bajaj $uto imited, the largest two and three wheeler manufacturer in the

countr#, has a dominating 50< mar%et share in scooters with 1=.8< in ungeared

scooters, -8.-< in motor c#cles, 8:< in stepthrush, =.:< in mopeds and a leading

4=< mar%et share in threewheelers in +>-001. Bajaj $uto has been viewed as a

scooter major but with the change in the structure of demand for -wheelers the

compan# has tried to ma%e its presence felt in this %e# mar%et b# steadil# ramping

up motorc#cle capacities, b# introducing new models and variants and pushing up

mar%eting and sales. 2owever the compan# is well behind 2ero in the motorc#cle

segment and ?o.- pla#er in mopeds@ scooterettes segment after TA* *u&u%i.

The compan# has a wide arra# of models both in the twostro%e and four

stro%e configurations. In 18 the sales were less than 0,000 motorc#cles

which was =< of the total volume of its two wheeler sales which has grown to

5,--,01 units in +>-001 accounting to 80< of its two wheeler sales. 2owever, with

the implementation of the latest emission norms, it is slowl# moving awa# from two

stro%e vehicles and converting them to fourstro%e ones. The compan# is all set to

increase its margins to double digits through concerted cost cutting, value

engineering, and gains from Total Croductive aintenance.

The Indian twowheeler sector is characteri&ed b# largest volumes amongst

all the segments in automobile industr#. Though the segment can be broadl#

categori&ed into : subsegments vi&D scooters, motorc#cles and mopedsD some

categories introduced in the mar%et are a combination of two or more segments e.g.

scooterettes and stepthrow"s. The mar%et primaril# comprises five pla#ers in the

twowheeler segment with most of the companies having foreign collaborations with

well%nown apanese firms earlier. But most of the companies are now planning100< subsidiaries in India.

In the last four to five #ears, the twowheeler mar%et has witnessed a mar%ed

shift towards motorc#cles at the e;pense of scooters. In the rural areas, consumers

have come to prefer sturdier bi%es to withstand the bad road conditions. In the

process the share of motorc#cle segment has grown from 5=< to 8=


3/60

$pril -000 led to the e;isting pla#ers in the two stro%e segment to install catal#tic

converters. This has been replaced b# 5stro%e motorc#cles, which do not incur the

additional cost of such converters and fierce competition led to a fall in price of

certain models

Bajaj $uto td has been viewed as a scooter major. ?evertheless, in the past

five #ears the compan# recogni&ed the important role of motorc#cles in its portfolio.

The scooter mar%et is predominantl# located in the ?orthern and 'astern India and

the rationali&ation of sales ta;es to a uniform rate of 1-< pushed the price of

scooters b# =< without offering an# perceived value advantage to the customer.

The compan# posted a total -wheeler sale of 9s1.08 million in -00001 as against

9s1.-5 million in 100. The motorc#cle sales contributed to almost 80< of the

total sales volumes accompanied b# the decline in geared scooter sales, which

contributed, to onl# ::< of sales volumes. The compan# has been introducing

models in the middle end 9s.:, 000 9s. 5=,000 and high end segments vi&D 9s.

5=,000 and above but has found difficult to mar%et such models in competition to

2ero 2onda models in the similar price categor#.

2owever Bajaj $uto imited is on its wa# to recapture the highl# differentiated

product mar%et b# becoming a fle;ible and mar%et driven supplier of various

models of two and three wheelers at specific price points.

Bajaj Platina:

Its elegant Clatinum silver color with chrome graphics is desperatel# catching

the e#es of man# finic%# bi%e lovers. Graphic tint engine and transmission with blac%

silencer are reall# leaving good appeal to the e#es of the viewers.

To add more aesthetic value to this bi%e, it is further eEuipped with e;clusive

3


4/60

*trea% design side panels and slee% rear panels with fluid grab rail design.

Fther mentionable features for ma%ing this bi%e more reliable are chrome heat

shield and annular chrome rings housed in a sport# console.

Features

';clusive *t#ling Cac%age.

*uperior engine performance

for practical riding conditions

Best in class suspension s#stem for superior comfort.

orld first *?* (*pring?*pring! rear suspension with the longest travel in

its class of 100 mm.

)niEue strea% design side panels

4
http://www.surfindia.com/automobile/bajaj-platina.htmlhttp://www.surfindia.com/automobile/bajaj-platina.html


5/60

Comare Bajaj Platina Hero !s "oto Cor HF Delu#e !s T$S Star

Sort

Bajaj Platina

Fne of the longest and most comfortable seat ma%es Clatina a perfect famil#

bi%e. Bajaj Clatina is a solid but unremar%able bi%e from Bajaj, whose design teamare severel# limited b# the hardware considerations of a bi%e at the budget end of

the mar%et. The Clatina appears to be inspired b# the earlier Bajaj ind 1-8, with its

distinctive fairing and panels, and the sharpl# formed tail lamp. The bi%e"s slimmer,

lower and slightl# e;tended bod# isn"t particularl# e#ecatching, and the design

doesn"t have an# standout features but there"s little here that will offend.

Hero "oto Cor HF

5
http://www.zigwheels.com/newbikes/Bajaj/Platina/100


6/60

2ero oto 6orp 2+ 7elu;e 7rum 3ic% *po%e

2ero oto 6orp 2+ 7elu;e is a good beginner/s bi%e and convenient for cit#

conditions. 2ero 2onda 67 7elu;e sales have grown b# -: per cent between

anuar#*eptember -011, within which time the industr# actuall# declined b# 15 per

cent in the entr# segment. Bac%ed b# the reliabilit# of the world/s largest motorbi%e

manufacturer, the 2ero oto 6orp 2+ 7elu;e has been successful in building a

robust mar%et for itself. Improving on earlier 2ero oto 6orp100 cc versions, the 2+

7elu;e offers a higher ground clearance and other enhanced features including a

padloc% provision for theft securit#.

T$S Star Sort

6
http://www.zigwheels.com/newbikes/TVS/Star-Sport/Kick-Starthttp://www.zigwheels.com/newbikes/Hero-Moto-Corp/HF-Deluxe/DrumKickSpoke


7/60

TA* *tar *port

TA* *port from the house of TA* otors 6ompan# is a st#lish, compact and

affordable 100 cc motorc#cle. Targeted at discerning urban motorc#cle lovers, TA*

*port offers slee% contours and compact st#le. TA* *port with minimalist #etcontemporar# features stic%s to the adage value for mone#.

INTRODUCTION TO ORI%ANI&ATION

Training is under ta%en aims at measuring customer satisfaction level of Bajaj

C$TI?$ Bi%e.

Bajaj C$TI?$ Bi%e has been launched b# Bajaj 6ompan# and there is a

need measures satisfaction level of Bajaj C$TI?$ Bi%e.

The benefit of the stud# is to ma%e the strategic decision about which are

characteristics and factors in service li%e price of the vehicle, cost, mileage deliver#

time, attitudes of service provider, and cost of spares.

6onsidering all the above points e;amining whether the customers aresatisfied with Bajaj C$TI?$ Bi%e if the performance matches the e;pectation the

customers are satisfied if the performance e;ceeds e;pectation the customers are is

highl# satisfied or delighted.

Bajaj Auto

Bajaj $uto td. is the largest e;porter of two and three wheelers. ith3awasa%i 2eav# Industries of apan, Bajaj manufactures stateoftheart range of

twowheelers. The brand, Culsar is continuall# dominating the Indian motorc#cle

mar%et in the premium segment. Its 7iscover 7T*i is also a successful bi%e on

Indian roads.

7


8/60

Bajaj is promoted b# the highl# Eualified and e;perienced promoters having a

successful trac% record of more than 50 #ears of e;perience in the manufacture of

auto parts.

Bajaj Bran' I'entit(

Fur brand is the visual e;pression of our thoughts and actions. It conve#s to

ever#one our intention to constantl# inspire confidence. Fur customers are the

primar# audience for our brand. Indeed, our brand identit# is shaped as much b#

their belief in Bajaj as it is b# our own vision. 'ver#thing we do must alwa#s reinforce

the distinctiveness and the power of our brand. e can do this b# living our brand

essence and b# continuousl# see%ing to enhance our customer"s e;perience. In

doing so, we ensure a special place for ourselves in the hearts and minds of our

customers.

Bajaj Bran' Essen)e

Fur brand 'ssence is the soul of our brand. Fur 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 profitabl# in the mar%et. Fur brand essence is

e;citement. Bajaj strives to inspire confidence through e;citement engineering.

Blending together #outhful creativit# and competitive technolog# to e;ceed the

spo%en and the implicit e;pectation of our customers. B# challenging the given. B#

e;ploring the un%nown and thereb# stretching ourselves towards tomorrow, toda#.

Bajaj Bran' $alues

8


9/60

e live our brand b# its values of learning, innovation. Cerfection, speed and

transparenc#. Bajaj will constantl# inspire confidence through e;citement

engineering.

*earnin+H earning is how we ensure proactivel#. It is a value that embraces

%nowledge as the platform for building well informed, reasoned and decisive actions.

Inno!ation:Innovation is how we create the future. It is a value that provo%es us to

reach be#ond the obvious in pursuit of that which e;ceeds the ordinar#.

Per,e)tionH Cerfection is how we set new standards. It is a value that e;hibits our

determination to e;cel b# endeavoring to establish new benchmar%s all the time.

Ba)- +roun' o, t.e )oman(

6ommenced operation as importing agents for Aespa scooter of paggio in

15=.'ntered into technical collaboration agreement with piaggio e;pired in 141,

was not 9enewed. Bajaj $uto imited has : plant located in aharashtra. The

scooter incorporates piaggio Technolog# as upgraded b# Bajaj $uto imited"s in

house 97 from time to time. It also developed a full# indigenous model of

motorc#cle in 1=1. *ubseEuent to the opening up of the scooter for foreign

technolog# and eEuit# participation in the mid =0"s it entered into a technical

collaboration agreement with 3awasa%i apan. It started production Ff 3awasa%i

100cc motorc#cles in 1=. The compan# has also entered into technical

6ollaboration with @s %abota of japan for manufacture of diesel engines for its three

heelers and cagiva of Ital#. Bajaj $uto imited has also promoted aharashtra

*cooter td.(*! ith state government bodies. * assembles Bajaj scooter at

its satara plant.

%rou mana+ement

9


10/60

r. amnalal Bajaj founded the Bajaj Group in the :0s. The group now has -5

companies, Including listed companies. Besides Bajaj $uto imited, the major

companies in the group are as +ollowsH

u%and tdH $llo#@ special steel, term %e# projects

Bajaj 'lectricals tdH 'lectrical eEuipment"s, fans, appliances

Bajaj 2industan tdH *ugar, industrial alcohol

Subsi'iar(/a,,iliate )omanies

Bajaj auto holdings ltd. (B$2! is a wholl# owned subsidiar# of Bajaj $uto

imited engaged in the business of investment in shares, debentures and Fthersecurities.

Bajaj $uto holdings td. (B$2! is a wholl# owned subsidiar# of Bajaj $uto

imited engaged in the business of investment in shares, debentures and other

securities.

Bajaj $uto +inance td. (B2+! has ceased to be a subsidiar# after its ICF if5.148mn shares of 9s 10 each at a premium of 9s =0 in ma# 15 Bajaj $uto

imited, along with the subsidiar# Bajaj $uto +inance td. engages in financial

service and investment activities. The compan# is planning to increase its branch

networ% in the countr# b# ::< over the ne;t one #ear i.e. from 50< in the fiscal to

0

-000 to 5.8< in +>-001 and the +II sta%e holding has also increased b# :< at

1-.< after the bu#bac% in Fctober -000 which was meant to after an attractive

e;it option to small shareholder. 2owever there has been a minor fall in the sta%e

holdings of public +inancial Institutions, G79s at 5.8< and utual +unds etc.

Plant lo)ations

10


11/60

Bajaj $uto imited has two plants located near pune for A-ur'iand ).a-an

plant being recentl# set up. The third plant is located at 0alujnear $urangabad. The

plants incorporate stateofart fle;ible manufacturing facilities that are crosssourced

in increasing demand situations. $%urdi was set up in 11 and aluj in the both the

plants. Besides, $%urdi plant manufactures front engine threewheeler, sunn#

mopeds and 3awasa%i motorc#cles. The aluj plant is planned to be global hub for

3awasa%i motorc#cles up to -00cc. The $%urdi plant manufactures around 1 million

units, aluj plant manufactures 1.15 million units and the 6ha%an plant has a

manufacturing capacit# of 0.1= million unit"s.

The compan# is successfull# implanting the Total Croductivit# aintenance

activities at its $%urdi plant with a view to improve on efficienc#, productivit# and

effectiveness. Bajaj $uto imited has recentl# commenced its threewheeler

production at its new plant in Bra&il for the local mar%et and its neighboring regions.

+ounded in 1-, at the height of India"s movement for independence from

the British, the group has an illustrious histor#. The integrit#, dedication,

resourcefulness and determination to succeed which are characteristic of the group

toda#, are often traced bac% to its birth during those da#s of relentless devotion to a

common cause. amnalal Bajaj, founder of the group, Gandhi has adopted him as

his son. This close relationship and his deep involvement in the independence

movement did not leave amnalal Bajaj with much time to spend on his newl#

lunched business venture.

2is son, 3amalna#an Bajaj, then -4, too% over the reins of business in 15-.2e too was close to Gandhi ji and it was onl# after independence in 154, that he

was able to give his full attention to the business. 3amalna#an Bajaj not onl#

consolidated the group, but also diversified into various manufacturing activities.

The present 6hairman and managing 7irector of the group, 9ahul Bajaj, too%

charge of the business in 18. )nder his leadership, the turnover of the Bajaj $uto

the flagship compan# has gone up from 9s4- million to 9s5.1 ()*7: million!,its product portfolio has e;panded from one to and the brand has found a global

11


12/60

mar%et. 2e is one of India"s most distinguished business leaders and internationall#

respected for his business acumen and entrepreneurial spirit.

12


13/60

13


14/60

%ROUP CO"PANIES

Bajaj $uto is the flagship of the Bajaj group of companies. The group comprises of

:5 companies and was founded in the #ear 1-.The companies in the group areH

1. Bajaj $uto td.

-. Bajaj 2oldings Investment td.

:. Bajaj +inserv td.

4. Bajaj $llian& General Insurance 6ompan# td.

8. Bajaj $llian& ife Insurance 6o. td

. Bajaj +inancial *olutions td.

4. Bajaj $uto +inance td.

=. Bajaj $llian& +inancial 7istributors td.

9. Bajaj $uto 2oldings td.

10.C T Bajaj $uto Indonesia (CTB$I!

11.Bajaj $uto International 2oldings BA

1-.Bajaj 'lectricals td.

1:.2ind amps td.15.Bajaj Aentures td.

18.u%and td.

1.u%and 'ngineers td.

14.u%and International td.

1=.Bajaj *evashram Cvt. td.

19. amnalal *ons Cvt. td.

-0.9ahul *ecurities Cvt td-1.*he%har 2oldings Cvt td

--.adhur *ecurities Cvt td

-:.?iraj 2oldings Cvt td

-5.*hishir 2oldings Cvt td

-8.3amalna#an Investments Trading Cvt td

-.*anraj ?a#an Investments Cvt. td.

-4.2ercules 2oists td.-=.2ind usafir $genc# Cvt. td.

14
http://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asp


15/60

-.Bajaj International Cvt. td.

:0.Bachhraj +actories Cvt. td.

:1.Baroda Industries Cvt. td.

32. eevan td.

::.Bachhraj 6o Cvt td

34. The 2industan 2ousing 6o. td.

:8.2ospet *teels td

"ANA%E"ENT PROFI*E

9ahul Bajaj 6hairman

adhur Bajaj Aice chairman

9ajiv Bajaj anagement director

Cradeep shrivastava 6hief Fperating officer

$braham oseph 6hief Technolog# officer

3 *rinivas Cresident (otorc#cle Business!

9 6 aheshwari Cresident (6ommercial Aehicle Business!

Cresident (International Business!

9a%esh *harma Cresident (9etail +inance!

'ric Aas Cresident (+inance!

3evin C 7"sa *enior Aice Cresident (Business7evelopment $ssurance!

* 9avi 3umar Aice president (2uman 9esources!

$mrut 9ath $i)e resi'ent 1Commer)ial2

N3H Hin+orani $i)e resi'ent 1Cororate So)ial

9esponsibilit#!

15
http://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asphttp://www.bajajauto.com/bajaj_corporate_group_ofcompanies.asp


16/60

Boar' o, Dire)tors

9ahul Bajaj 6hairman

adhur Bajaj Aice 6hairman

9ajiv Bajaj anaging 7irector

*anjiv Bajaj 7irector

7.*. ehta 7irector

3anti%umar 9. Codar 7irector

*he%har Bajaj 7irector

7.. Balaji 9ao 7irector

.?. Godrej 7irector

*.2. 3han 7irector

rs. *uman 3irlos%ar 7irector

?aresh 6handra 7irector

?anoo Camnani 7irector

anish 3ejriwal 7irector

C urari 7irector

?iraj Bajaj 7irector

Current S)enario

Bajaj $uto imited has performed fairl# in the current fiscal -0111- with the

?et *ales going up b# :.0< to 9s14-0 million 2> ended *eptember -01- from

9s11::.: million in the corresponding period previous #ear. The total e;penditure

has gone up b# 8.:< with the material cost accounting for the major increase. The

compan# has posted a growth of < in CBT and the ?et Crofit has increased b#

88< to 9s-55.4 million from 9s1401.8 million in the corresponding period last #ear.

16


17/60

The ?et Crofit argin has also improved b# almost 80.4< from the half #ear ending

+>-0111-. The emplo#ee cost has fallen but the compan# will be charging an eEual

e;penditure of 9s --. million over the three Euarters of the current fiscal amounting

to 9s 4.= million as the A9* e;penditure incurred in une -01-

Business

Bajaj $uto imited in its -wheeler segment posted volume wise sales of

=4.-< of its total sales of which scooters (both geared and ungeared! accounted for

5-.:-01-. $

significant increase in motorc#cle sales b# nearl# 8.5< since +>-01-. The three wheeler sales have improved marginall# in +>-011.The 6ompan# is targeting -8-01- the compan# launched the new range of bi%es vi&D -00cc JBajaj

pulsar J the countr#"s first sports motorc#cle and the two variants vi&D 1=0cc and

180cc JCulsar J(in the high end segment! These models were introduced mainl# in

competition to 2ero 2onda"s 184cc 6BL and TA* *u&u%i"s $ppach. The compan#

also launched in its 5stro%e bi%es range 100cc JBajaj 7iscover" competing against

2ero *plendor and TA* $ppach , star cit#, star sports J (in the middle end segment!.

otorc#cles in production are the K67, Clatina, 7iscover, Culsar and $venger. Bajaj

also distributes motorc#cles in India for other manufacturers, such as the 3awasa%i?inja -809, the ?inja 809 and new for -01-, the 3T 7u%e -00.

In the +> -01-1:, it sold appro;. :.4 million motorc#cles which accounted for :1-01-. The long

term debt to eEuit# ratio has increased to 0.1 in +>-01- as against 0.18 in +>-011.

This can be attributed to the decrease in the net worth due to the bu#bac% of shares

worth 9s1= million in Fctober -011. The longterm debt to total assets has remained

stead# at 0.15 since +>-011, which is indicates that the 15< of the total assets are

financed b# debt sources.

The Interest 6overage 9atio has fallen b# =0< from +>-011 indicating that

the 'BIT as a percentage of interest charges has declined with the decreasing

conservativeness and fall in the abilit# of the compan# to pa# finance charges due to

7ecreased 'BIT.

The insignificant change in the $sset Turnover 9atio is indicative of the abilit#

of the compan# to produce sales from the e;isting asset base. There has been a fall

in both the ?et *ales and the capital deplo#ed in tandem with each other. Income

from preta; operations has fallen drasticall# b# 88.-< to 9s:8 million in +>-01-

from 9s=-8- million in +>-011 as against =.4< growth from +>-010. 2owever, cash

profits have declined b# 58.-< to 9s5-4-.5 million in +>-01- from 9s4=01.4 million

in +>-01- compared to 1:< rise in +>-011 due to rise in depreciation cost.

21


22/60

The ?et Crofit argin has fallen to =.-< in +>-01- from -0< in +>-011 on

account of decline in C$T b# 0 < to 9s-5.8 million. The additional e;penditure

on A9* of 9s4 million also affected the ?et Crofits. The 9F6' has also fallen to

4.< in +>-01- from 14.-< in +>-011 on account of decrease in net income and

also the capital emplo#ed. 2ence the compan# has been not been able to generate

substantial profits in relation to sales and also in relation to assets. The 'arning

Cower of the compan# has fallen to 10.< in +>-01- from -:.4< in +>-011, which

indicates the fall in operational efficienc#. The investment portfolio as a percentage

of capital emplo#ed was :4< and the mar%et value of investments has been lower

b# 9s-15 million, which can further erode due to continued uncertainties in stoc%

mar%ets.

The 'C* has fallen b# 8=< and the dividend pa#out b# :-< indicating that

fall in percentage of total earnings paid out to shareholders in +>-01-.

BA5A5 AUTO

Fne of the largest - and : wheeler manufacturer in the world -1 millionO vehicles on the roads across the globe

anaging funds of overs 8,:- cr.

Bajaj $uto finances one of the largest auto finance cos. In India

9s. ,:50 6r. Turnover and Crofits after ta; of 44 6r. in -0111-

Coman( Pro,ile:

Bajaj $uto td (Bajaj $uto imited!, the largest two and three wheeler

manufacturer in the countr#, has a dominating 50< mar%et share in scooters with

1=.8< in ungeared scooters, -8.-< in motor c#cles, 8:< in stepthrust, =.:< in

mopeds and a leading 4=< mar%et share in threewheelers in +>-01-.

22


23/60

6EY PO*ICIES

En!ironmental Poli)(

Towards creating and preserving a cleaner environment Bajaj $uto td.,

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 toH 6reate a proactive environment management s#stem that addresses all

environmentall# significant aspects related to our products and processes,

inimi&e the generation of waste and conserve resources Through better

technolog# and practices, and Cromote environmental awareness amongst our

emplo#ees and motivate them to fulfill our commitments e, at Bajaj $uto, pledge

ourselves towards creating and preserving a cleaner environment

7ualit( Poli)(

e at Bajaj $uto continue to firml# believe in providing the customer Aalue for

mone#, for #ears through our products and services. This we shall maintain and

improve In our decision ma%ing, Eualit#, safet# and service will be given as much

consideration as productivit#, cost and deliver#. Pualit# shall be built into ever#

aspect of our wor% life and business operations. Pualit# improvements and customer

satisfaction shall be the responsibilit# of ever# emplo#ee.

TP"1Total Pro'u)ti!it( "aintenan)e2 Poli)(

e at Bajaj $uto adopt Total Croductivit# aintenance as a means of creating

a safe and participative wor% environment in which all emplo#ees target the

elimination of losses in order to continuousl# enhance the capacit#, fle;ibilit#,

reliabilit# and capabilit# of its processes, leading to higher emplo#ee morale and

greater organi&ational profitabilit#.

23


24/60

A0ARD

Coman( Pro,ile

6HARBAS BA5A5 "OTORS 3

24

A4ar's Year B(

Bajaj discover 1-8 ?T -01: FA'979IA' $wards -01:

Bajaj Culsar -00 ?*, launch of -00 cc

bi%e, 7iscover 1-8*T, launch of 1-8 cc

bi%e

-01- I6I6I Ban% FA'979IA' $wards -01-

Bajaj 7iscover 1-8 -011 BB6 orld heels $ward -011

Bajaj 7iscover 180 -010 I6I6I Ban% FA'979IA' -010

Bajaj Culsar 1:8, Bajaj K67 1:8 cc, ,

Bajaj Culsar 1=0 7T*i )G IA, BajajCulsar --0 7T*i, Bajaj 7iscover 100

7T**i, 3awasa%i ?inja -809

-00 6?B6 $)TF6$9 $wards -00

Bajaj Culsar 180 7T*i )G IA -00= I6I6I Ban% FA'979IA' $wards -00=

Bajaj 7iscover 7T*i Bi%e of the >ear

-004

-004 FA'979IA' $wards -004

Bajaj 7iscover 7T*i Indigenous

7esign of the >ear -00

-00 FA'979IA' $wards -00

B$$ $)TF Bi%e a%er of the >ear-008

-008 I6I6I Ban% FA'979IA' $wards -008

7T*i Technolog# $uto Tech of the

>ear -005


Bajaj Culsar 7T*i Bi%e of the >ear

-005


ind 1-8 Two heeler of the >ear

-005

-005 6?B6 $)TF6$9 $wards -005

ind 1-8 Bi%e of the >ear -005 -005 Business *tandard otoring


25/60

3harbas otors is a Group who is e;clusive dealer for Bajaj $uto for in aipur

and was established on $pril 5 -00= with a 6apital of 9s -8 la%h and capturing the

::< of twowheeler mar%et share.

1. Bajaj Clatina 1-8 7T**i

-. Bajaj 7iscover 1:8 7T*i

:. Bajaj K67 1-8 7T**i

5. Bajaj K67 1:8 7T**i

8. Bajaj Culsar 1:8 7T*i

. Bajaj Culsar 180 7T*i

4. Bajaj Culsar 1=0 7T*i

=. Bajaj Culsar -00 7T*i

. Bajaj Culsar --0 7T*+i

10.Bajaj Culsar --0 7T*i

11.Bajaj $venger --0 7T*i

1-.Bajaj Culsar -00 ?*

Bajaj compan# follow the corporate identif# for the establishment of

showroom.

It means that the compan# has its polic# in respect of land, building, paints, and

timing of showroom.

Fa)tors to be )onsi'ere' be,ore startin+ a s.o4room as er

)ororate i'entit(

1! ocationH location is ver# important because to %now the number of vehicle

in that area T#pe of customer land whether the high wa# or cit#"s well

3nown road is passing through the location or not.

-! BuildingsH Before constructing a building following point are ta%en into

account.

a. ?ature of soil foundation reEuirement.

b. The level of ground.

25


26/60

:! abourH The labors are the main pillars of an# organi&ation. The efficient

Frgani&ation depends the amount of capital and the space reEuired in the

building.

5! achiner#H To install the eEuipment in proper place the la#out is drawn. It

depends on the amount of capital and space reEuired in the building.

8! 6omputationalH 6ompetition ma%es the organi&ation to improve Eualit# and

give

Better service to customer.

! ater 'lectricit#H ater and electricit# are necessar# for wor%shop. It

helps

in providing better servicing of vehicles.

Surroun'in+ Area:

3harbas otors is situated at such a place which is %nown for its business li%e

ground nuts, - wheelers and essential commodities.

$s we alread# %nown that the showroom is on the cit#"s well %nown to the

main road.

Or+ani8ation:

To provide better service 3harbas motors has made 5 sections. The# are section.

1! *ales section.

-! General insurance.

:! $ccountant.

5! or%shop.

26


27/60

Pro)e'ure:

a! 6ustomer visit to show roomH hen a customer visit the show room to ta%e

Euotation2is name is entered in the customer follow up formsD these are stored in the

file.

b! +ollow up beginsH the customer follow up forms stored in files are %ept in the

rac%s which are divided in : parts.

The forms in the fists part are opened to third da# from the dose of Euotation

and attractive letter is written to customer. $fter writing the letter the forms are

shifted to second part. The forms are shifted to third part. The forms are opened after

11 da#s at this time show room will send one person to meet customer directl#.

1. *alesH the person intending to purchase the vehicle will visit the show room is

ma%e the selection of vehicle. $fter he has selected the vehicle for sales

manager writes the customer"s name is address in MinvoiceQ and receives the

amount. 2e also arranges for insurance of vehicle, registration of the vehicle

is left to customer.

-. $fter filling the Minformation couponQ he sends the vehicle for pre deliver#

inspection. If it founds F3 in pre deliver# inspection report the %e# of the

vehicle is handed over to few customer.

:. BillingH on the da# when the vehicle is for cash both original and duplicate

cop# is given to customer. But if there is h#pothecation in ban% then original

cop# of invoice and one %e# is given to ban%. 7uplicate cop# given to

customer and third cop# is retained with the showroom.

5. InsuranceH Before giving the deliver# of the vehicle it should be insured. The

Insurance polic# is called as comprehensive polic#" it means if the vehicle met

with an# accident or fire the vehicle owner will be indemnities b# the insurance

compan#.

Finan)e:

27


28/60

In showroom the finance section performs the following functions.

1! aintenance of different registers li%e

a. stoc% boo%

b. aterial account.

c. 6ash boo%.

d. edger account.

-! 'ntries have to be made in material account in case of sales of vehicle.

:! To ma%e adjustments in the stoc% register when vehicle are received from

the 6ompan#.

5! To maintain proper account about spares part.

"ar-etin+ Se)tion:

ar%eting section of the showroom involves the distribution of vehicles and

spares parts purchase from the compan#.

3harbas motors ma%e the purchase of vehicle from the aipur branch office

and distribute the vehicle, so here there is no production of an# goods. 3harbas

motors ultimatel# ma%e the sales to customers.

Resear). "et.o'olo+(

93 Title o, Stu'(

M6ustomer satisfaction evel of Bajaj C$TI?$ Bi%eQ

28


29/60

93; Duration o, t.e Trainin+

The stud# has been underta%en for a period of 58 7$>*. In the month of

a# to une

939 O bje)ti!es o, t.e Stu'(:

To *tud# the 6ustomer *atisfaction level for the Bajaj C$TI?$ Bi%e.

To %now the features influencing the customer during the purchase of Bajaj

C$TI?$ Bi%e.

To $scertain whether the 6ustomer are satisfied with e;isting service from

the *how 9oom.

To *tud# the promotional i; adopted b# the show room.

93< T(es o, Resear).

"ETHODO*O%Y

ethodolog# e;plains the methods used in collecting information are as

follows.

Des)rition o, Resear).:

ar%eting 9esearch design specif# the procedure for conducting a research

project. The surve# is conducted with the objective to %now the 6ustomer

satisfaction level of Bajaj C$TI?$ Bi%e at aipur

7escriptive 9esearch is used to collect various information from customer tostud# the satisfaction level ith respect to C$TI?$ Bi%e.

93= Samle Si8e an' "et.o' o, sele)tin+ samle

T(es an' Sour)es o, Data:

+or the purpose of stud# the data has been collected from two sources mainl#.

29


30/60

Primar( Data:

Crimar# information was collected through personal interaction and Puestionnaire.

Se)on'ar( Data:

The major sources of secondar# data are as follows,

$GLI?'*.

C9'AIF)* 7$T$

$?)$

6ompan# data through Internet

Sur!e( Resear).:

The method used to collect data for the stud# was through surve# research.

*urve# 9esearch is the s#stematic gathering of information from respondents for the

purpose of understanding and predicting some aspect of the behavior of the

population of interest.

Ratin+ S)ales:

The use of 9ating *cale reEuires the rater to place an attribute of the object

being rated at some point along a numericall# ordered series of categories. 9ating

*cale focus on Fverall attribute towards an object.

The degree to which an object contains a particular attributes ones feeling towards

an attribute.

SA"P*IN% SI&E

Samlin+ Pro)e'ure:

7escriptive field studies reEuire collection of firsthand information or data

pertaining to the units of stud# from the field. The units of stud# ma# include the area

covered under the aipur 6it#.

30


31/60

MThe process of drawing a sample from large population is called

*amplingQ.

Samlin+ Pro)ess:Poulation:

The $ggregate of all units pertaining to the stud# is called Copulation. The

population of this Training is a surve# of al%ing 6ustomers and ';isting 6ustomer.

Samlin+ Frame:

$ *ampling +rame is a means of representing the elements of the population.

Samlin+ Unit:

The *ampling )nit is basic unit containing the elements of the population to

be sampled.

Samlin+ E#tent:

It is the scope of stud# *ampling ';tent

Samle si8e:

The total *ample *i&e is 100 from different locations.

93> SCOPE OF STUDY:

Bajaj is spreading its wings and widening its business hori&on to reach and serve

customers at new centers in the #ear. The compan# services are bac%ed b# a highl#

motivated and technolog# driven team to achieve customers need, product e;pertise

and geographic reach.

The stud# is oriented towards the concept of different brands offered b# Bajaj and its

competitors to its customers. The compan# has endeavored to move fast in

providing mar%et solution, which ma;imi&e customer needs and convenience, using

multiple deliver# channels in composing the agenc# networ%, service centers, lower

service cost and increased efficienc#.

93? *I"ITATION OF STUDY

31


32/60

$s said a basic research was conducted at the compan# to enable the compan# to

assess how far the customers are satisfied with product and services of Bajaj. 7uring

the course of the stud# the following limitations were observedH

The method will be unsuitable if the number of persons to be surve#ed is ver# less

as it will be difficult to draw logical conclusions regarding the satisfaction level of

customers.

Interpretation of data ma# var# from individual depending on the individual

understanding the product features and services of the compan#.

The method lac%s fle;ibilit#. In case of inadeEuate or incomplete information the

result ma# deviate.

It is ver# difficult to chec% the accurac# of the information provided.

*ince all the products and services are not widel# used b# all the customers it is

difficult to draw realistic conclusions based on the surve#s

FACTS AND FINDIN%S

CUSTO"ER SATISFACTION FOR BA5A5 P*ATINA

ajorit# of the 6ustomer have purchased the vehicle b# their price and

friends with :-< and :1< respectivel#. $nd friends are second motivated

factors which influenced the customer to purchase the bi%e.

32


33/60

8-< of the customers are satisfied with information provided b# the

mechanics while delivering the bi%e for the first time.

The Bajaj C$TI?$ customers are satisfied with the price is 4-


34/60

relationships. The t#pes of anal#sis that can be conducted depend on the nature of

the measurement instrument and the data collected method.

If the researcher selects the anal#tical techniEues prior to collecting data, the

researcher should generate fictional responses to the measurement instrument,

these dumm# data are then anal#&ed the results of this anal#sis will provide the

information reEuired b# the problem at hand.

The results obtained b# anal#&ing such data ma# not be accurate due to

present of dumm# data, so it is preferable to select anal#tical techniEue after

collection of data, depending on data collected

2 A+e )ate+ories:

$ge 9espondents Cercentage

-0-8 -5 -5es :8 :8ear because of

attracting the customer and to build long run relationship with the customers.

53


54/60

SU%%ESTIONS TO CO"PANY

B# the stud# it is found that all most all customer of Bajaj C$TI?$ are satisfied, themain reason to purchase this bi%e is because of its high mileage and low price it is

ver# help full to middle income level of group of people.

The current *?* (spring in spring! suspensions provide uniEue protection to

the bi%e.

Improvement in the engine performance it sounds more when in use more

than 40 %m speed there is no smoothness. Improvement in the )nrefined engine

Improvement in the Gearbo; and sound

54


55/60

APPENDI

7UESTIONNAIRE

Dear sir / "a'amG

I am pleased to introduce m#self as B$ student I am doing m# Training at

3harbas otors who are authori&ed dealer for Bajaj. The purpose of the stud# is to

%now MCONSU"ER SATISFACTION *E$E* OF BA5A5 P*ATINA BI6E.

I reEuest #ou to %indl# spare #our valuable time for completing this

Euestionnaire.

(Clease mar% R for the relevant bo;!

1. ?ameH SSSSSSSSSSSSSSSSS

-. $geH -0-8 -8:0 :0:8 :850

:. *e;H ale+emale

.5 HFccupation Businessman

'mplo#ee

*tudent

Crofessional

Fther specif#SSSSSSSSSSSSS

8. hich of the following factors influenced #ou to purchase Bajaj C$TI?$

Bi%e

+riend"s opinion

Crice

$dvertisement

9elatives opinion

55


56/60

. 7id #ou own an# Bi%e previousl#

?ame it

SSSSSSSSSSSSSSSSSSS

SSSSSSSSSSSSSSSSSSSS

4. 9ate the following characteristics of Bajaj C$TI?$ Bi%e.

1to8 (1Aer# good, -Good, :$vg, 5Bad, 8Aer# bad!

56

6haracteristics 1 - : 5 8

Crice of the vehicles.

'ngine (carburetor!

performance of

vehicles.

aintenance cost.

6olor.

6ost of spares.

ileage.


57/60

=. $re #ou satisfied with the warrant# service provided b# the show room

1! 2ighl# *atisfied

-! *atisfied

:! $verage

5! 7issatisfied

8! 2ighl# 7is*atisfied

. $re #ou availing an# paid up service for #our vehicle at 3harbas otor"s

>es ?o

a! If no then state #our reason

1! SSSSSSSSSS-! SSSSSSSSSSSSSS

:! SSSSSSSSSSSSS

10. 2ave #ou e;perienced an# major problems with #our bi%e

>es ?o

11. $re #ou satisfied with information given (or! complaint solved b# the show

room *ervice *tation

>es ?o

a! If no please mention in which area #ou felt need for *ervices.

1SSSSSSSSSSSSSSS

57


58/60

-SSSSSSSSSSSSSSSS

:SSSSSSSSSSSSSSSS

1-. here do #ou purchase spare parts reEuired for #our vehicle

a. $t show room

b. $t 9etail outlets

1:. Clease 9an% #our level of satisfaction for the following +actors in service.

15. >our opinion about service charges

$ffordable 6ostl#

58

C.ara)ter sti)-s Hi+.l(Satis,ie'

Satis,ie' Dissatis,ie'

Hi+.l(Dissatis,ie'

1. 7eliver# time.

-. $vailabilit#

spares.

:. 6ost of spares.

5. $ttitudes of

service provider.

8. 6ost of service.


59/60

18. To what e;tent the Bajaj C$TI?$ bi%e has satisfied #our need purchase

1. Aer# Good -.Good:. $verage :. ?ot Good

1. 7o #ou have an# specific to 3harbas otors to improve customer

*atisfaction

BIB*IO%RAPHY

TET BOO6S

3otler Chilip and 3eller ane 3evin, ar%eting anagement, Cearson

'ducation Inc. 7elhi, -010

6.9 3othariH 9esearch ethodolog#

"A%&INES

B)*I?'** F97

B)*I?'** TF7$>

I?7I$ TF7$>

NE0S PAPERS

T2' TI'* F+ I?7I$

'6F?FI6 TI'*

59


60/60

B)*I?'** *T$?7$97

PA"P*ETS

0EB SITES

www.bajajauto.com

www.google.com

www.mutualfundindia.com

www.mone#control.com

consumer satisfaction level of bajaj bike project report

Documents