customer satisfaction level & service analysis bajaj aoutomobile project report mba

Customer Satisfaction Level & Service Analysis BAJAJ AOUTOMOBILE

CONTENTS OF TABLE

Particulars Page No.

1. Executive Summary 2-4

2. Company Profile 5-20

3. Organization Profile 21-26

4. Product Profile 27-32

5. Literature Review 33-35

6. Research methodology 36-37

7. Research Design 38-40

8. Analysis 41-53

9. Findings 54-56

10. Suggessions 57-58

11. Conclusion 59-60

12. Questionnaire 61-64

13. References 65-66

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EXECUTIVE SUMMARY

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EXECUTIVE SUMMARY

Topic of the Study: “Customer Satisfaction Level & Service Analysis of

Channamma Bajaj”, Hubli.

Objectives of the study:

To understand the customer satisfaction level towards services provided by

CHANNAMMA BAJAJ.

To study the problems faced by the customers at CHANNAMMA BAJAJ.

To study the post sales service performance.

To study and understand the areas of improvement by the service provided by

CHANNAMMA BAJAJ.

RESEARCH METHODOLOGY:

Data Source :Primary Data (From questionnaire and personal

interaction).

Secondary data –Website, Company Manuals,

Company Reports, Magazine .

Research approach : Survey method.

Research Instrument : Questionnaire.

Sample plan : Personal Interview

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Sample unit : Customers of Channamma Bajaj.

Sampling method : Convince probability sampling

Sample Size : 100 customer

Area of survey : The area selected for survey is Hubli city

Scope of the study:

The satisfaction level of the customer study will help to know the performnace of Channamma Motors & it also help the management can emphasize on their weaker areas for improvement.

Limitation:

The study is istricted to 100 samples because of the time constraint & it is limited to Hulbi City.

Findings:

1. From the survey of 100 samples, 76% of respondents says that sales person has

spend sufficient time with them and explained about bikes & remaining 24% of

respondents say that sales persons haven’t spend sufficient time with them.

2. From analysis came to know that 67% of the respondents replied vehicle

delivered on promised time and 33% of respondents replied not delivered on

promise time.

3. Out of 100 respondents 79% of respondents were taken test drive and 21% were

not taken test drive during the time of purchase of bike.

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Suggetions:

In case of addressing the customers Channamma Bajaj should ensure that the

sales persons explain the details of the bike to the customers, because 24% of the

respondents are unhappy.

Channamma Bajaj should also ensure that the bikes given for servicing are

delivered in time.

To increase the awareness regarding maintainance of bike the dealer should

conduct free check up camps.

COMPANY PROFILE

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COMPANY PROFILE

(Bajaj Auto)

Bajaj Auto Ltd. is the largest exporter of two and three wheelers. With Kawasaki

Heavy Industries of Japan, Bajaj manufactures state-of-the-art range of two-wheelers.

The brand, Pulsar is continually dominating the Indian motorcycle market in the premium

segment. Its Discover DTSi is also a successful bike on Indian roads.

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

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

parts.

Bajaj Brand Identity

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

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

audience for our brand. Indeed, our brand identity is shaped as much by their belief in

Bajaj as it is by our own vision. Everything we do must always reinforce the

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distinctiveness and the power of our brand. We can do this by living our brand essence

and by continuously seeking to enhance our customer’s experience. In doing so, we

ensure a special place for ourselves in the heats and minds of our customers.

Bajaj Brand Essence

Our brand Essence is the soul of our brand. Our brand essence encapsulates our

mission at Bajaj.

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

provides the basis on which we grow profitably in the market. Our brand essence is

excitement. Bajaj strives to inspire confidence through excitement engineering. Blending

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

implicit expectation of our customers. By challenging the given. By exploring the

unknown and thereby stretching ourselves towards tomorrow, today.

Bajaj Brand Values

We live our brand by its values of learning, innovation. Perfection, speed and

transparency. Bajaj will constantly inspire confidence through excitement engineering.

Learning: Learning is how we ensure proactively. It is a value that embraces knowledge

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

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

reach beyond the obvious in pursuit of that which exceeds the ordinary.

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

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

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

responsive. Mirroring our commitment towards our goals and processes.

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

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

through interdependence.

Industry Profile:

Founder Jamnalal Bajaj

Year of Establishment 1926

Industry Automotive - Two & Three Wheelers

Business Group The Bajaj Group

Listings & its codes BSE - Code: 500490; NSE - Code: BAJAJAUTO

Presence Distribution network covers 50 countries.

Dominant presence in Sri Lanka, Bangladesh, Columbia,

Guatemala, Peru, Egypt, Iran and Indonesia.

Joint Venture Kawasaki Heavy Industries of Japan

Registered & Head

Office

Akurdi Pune - 411035

India

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http://www.surfindia.com/finance/security-profile/bajaj-auto-finance-limited.html


Tel.: +(91)-(20)-27472851

Fax: +(91)-(20)-27473398

Works Akurdi, Pune 411035, Bajaj Nagar, Waluj Aurangabad 431136

Chakan Industrial Area, Chakan, Pune 411501

E-mail [email protected]

Website www.Bajajauto.com

Management profile:

Rahul Bajaj Chairman

Madhur Bajaj Vice Chairman

Rajiv Bajaj Managing Director

Sanjiv Bajaj Executive Director

Ranjit Gupta Vice President (Insurance)

C P Tripathi Vice President (Operations)

N H Hingorani Vice President (Materials)

Kevin P D'sa Vice President (Finance)

Pradeep Shrivastava Vice President (Engineering)

S Sridhar Vice President (Mktg & Sales - 2Wh.)

V S Raghavan Vice President (Corporate Finance)

S Ravikumar Vice President (Business Development)

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http://www.bajajauto.com/1024/aboutbajaj/profile.asp#sravikumar%23sravikumar

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#vsankara%23vsankara

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#ssridhar%23ssridhar

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#pradeeps%23pradeeps

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#kevin%23kevin

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#nhhingorani%23nhhingorani

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#cptripathi%23cptripathi

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#ranjit%23ranjit

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#sanjiv%23sanjiv

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#rajiv%23rajiv

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#madhur%23madhur

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#rahul%23rahul

http://www.bajajauto.com/

mailto:[email protected]


K Srinivas Vice President (Human Resources)

Abraham Joseph General Manager (Research & Development)

J. Sridhar Company Secretary

Board of DirectorsBoard of Directors

Rahul Bajaj Chairman

Madhur Bajaj Vice Chairman & Whole-Time Director

Rajiv Bajaj Managing Director

Sanjiv Bajaj Executive Director

D.S. Mehta Whole-Time Director

Kantikumar R. Podar Director

Shekhar Bajaj Director

D.J. Balaji Rao Director

J.N. Godrej Director

S.H. Khan Director

Mrs. Suman Kirloskar Director

Naresh Chandra Director

Nanoo Pamnani Director

Manish Kejriwal Director

P Murari Director

Niraj Bajaj Director

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http://www.bajajauto.com/1024/aboutbajaj/niraj.asp

http://www.bajajauto.com/1024/aboutbajaj/pmurari.asp

http://www.bajajauto.com/1024/aboutbajaj/manish.asp

http://www.bajajauto.com/1024/aboutbajaj/nanoo.asp

http://www.bajajauto.com/1024/aboutbajaj/naresh.asp

http://www.bajajauto.com/1024/aboutbajaj/suman.asp

http://www.bajajauto.com/1024/aboutbajaj/shkhan.asp

http://www.bajajauto.com/1024/aboutbajaj/jngodrej.asp

http://www.bajajauto.com/1024/aboutbajaj/balajirao.asp

http://www.bajajauto.com/1024/aboutbajaj/shekhar.asp

http://www.bajajauto.com/1024/aboutbajaj/kantikumar.asp

http://www.bajajauto.com/1024/aboutbajaj/dsmehta.asp

http://www.bajajauto.com/1024/aboutbajaj/sanjiv.asp

http://www.bajajauto.com/1024/aboutbajaj/rajiv.asp

http://www.bajajauto.com/1024/aboutbajaj/madhur.asp

http://www.bajajauto.com/1024/aboutbajaj/rahul.asp

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#jsridhar%23jsridhar

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#joseph%23joseph

http://www.bajajauto.com/1024/aboutbajaj/profile.asp#kshrinivas%23kshrinivas


Committees of the Board

Audit Committee

S.H. Khan Chairman

D.J. Balaji Rao J.N. Godrej

Naresh Chandra

Nanoo Pamnani

Shareholders’ & Investors’ Grievance committee

D.J. Balaji Rao Chairman

J.N. Godrej

Naresh Chandra S. H. Khan

Remuneration committee

D.J. Balaji Rao Chairman

S.H. Khan

Naresh Chandra

Registered under the Indian Companies Act, VII of 1913 REGISTERED OFFICE Akurdi, Pune 411 035

WORKS

Akurdi, Pune 411 035Bajaj Nagar, Waluj Aurangabad 431 136Chakan Industrial Area, Chakan, Pune 411 501Plot No. 2, Sectoe 10, Pant Nagar, Rudrapur

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http://www.bajajauto.com/1024/aboutbajaj/nanoo.asp






Group of companies:

Bajaj Auto Ltd. Mukand International Ltd.

Mukand Ltd. Mukand Engineers Ltd.

Bajaj Electricals Ltd. Mukand Global Finance Ltd.

Bajaj Hindustan Ltd. Bachhraj Factories Pvt. Ltd.

Maharashtra Scooters Ltd. Bajaj Consumer Care Ltd.

Bajaj Auto Finance Ltd. Bajaj Auto Holdings Ltd.

Hercules Hoists Ltd. Jamnalal Sons Pvt. Ltd.

Bajaj Sevashram Pvt Ltd. Bachhraj & Company Pvt. Ltd.

Hind Lamps Ltd. Jeevan Ltd.

Bajaj Ventures Ltd. The Hindustan Housing Co Ltd.

Bajaj International Pvt Ltd. Baroda Industries Pvt Ltd.

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http://www.bajajauto.com/1024/aboutbajaj/group.asp#24%2324





















http://www.bajajauto.com/1024/aboutbajaj/group.asp#bajaj%23bajaj


Hind Musafir Agency Pvt Ltd. Stainless India Ltd.

Bajaj Allianz General Insurance Company

Ltd.Bombay Forgings Ltd.

Bajaj Allianz Life Insurance CompanyLtd. -

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Milestones

2007

September Launch of XCD DTS-Si

June National Launch of 220 cc Pulsar DTS-Fi.

April Bajaj Auto Commissions New Plant at Pantnagar, Uttarakhand

February 200 cc Pulsar DTS-i launched

January Bajaj Kristal DTS-i launched

2006 April Bajaj Platina launched

2005 December Bajaj Discover launched

June Bajaj Avenger DTS-i launched

February Bajaj Wave DTS-i launched

2004 October Bajaj Discover DTS-i launched

August New Bajaj Chetak 4 stroke with Wonder Gear launched

May Bajaj CT100 Launched

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

2003 October Pulsar DTS-i is launched.

October 107,115 Motorcycles sold in a month.

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

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

2001 November Bajaj Auto launches its latest offering in the premium bike segment ‘Pulsar’.

January The Eliminator is launched.

2000 The Bajaj Saffire is introduced.

1999 Caliber motorcycle notches up 100,000 sales in record time of 12 months.

Production commences at Chakan plant.

1998 June 7th Kawasaki Bajaj Caliber rolls out of Waluj. July 25th Legend, India’s first four-stroke scooter rolls out of Akurdi.

October Spirit launched.

1997

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

1995

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November 29

Bajaj Auto is 50.

Agreements signed with Kubota of Japan for the development of diesel engines for three-wheelers and with Tokyo R&D for ungeared Scooter and moped development.

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

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

1994

The Bajaj Classic is introduced.

1991

The Kawasaki Bajaj 4S Champion is introduced.

1990

The Bajaj Sunny is introduced.

1986

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

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

1985 November 5 The Waluj plant inaugurated by the erstwhile President of India, Shri Giani Zail Singh.

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

1984 January 19 Foundation stone laid for the new Plant at Waluj, Aurangabad.

1981

The Bajaj M-50 is introduced.

1977

The Rear Engine Autorickshaw is introduced.

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

1976

The Bajaj Super is introduced.

1975

BAL & Maharashtra Scooters Ltd. joint venture.

1972

The Bajaj Chetak is introduced.

1971

The three-wheeler goods carrier is introduced.

1970

Bajaj Auto rolls out its 100,000th vehicle.

1960

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

1959

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

1948

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

1945 November 29

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

Awards

Product Award Year By

Bajaj Pulsar DTS-Fi - Bike of the Year 2007 CNBC-TV18 Autocar Auto Awards

Bajaj Platina 100cc - Bike of the Year 2007 NDTV Profit Bike India

Mr. Rajiv Bajaj - Man of the year 2005 2005 Autocar Professional

Mr. Rajiv Bajaj - Automotive Man of the year 2005

2005 Bike India & NDTV India

Bajaj CT 100 - Motorcycle Total Customer Satisfaction Study 2005

2005 TNS Automotive

Bajaj Discover DTS-i - Bike of the Year 2005

2005 OVERDRIVE Awards 2005

Bajaj Discover DTS-i - Indigenous Design of the Year 2005

2005 OVERDRIVE Awards 2005

BAJAJ AUTO - Bike Maker of the Year 2004

2004 ICICI Bank OVERDRIVE Awards 2004

DTS-i Technology - Auto Tech of the Year 2004

2004 ICICI Bank OVERDRIVE Awards 2004

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

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

Wind 125 Bike of the Year 2004 2004 Business Standard Motoring

Bajaj Pulsar 180 DTS-i BBC World Wheels Viewers Choice Two Wheeler of Year 2003

2003 BBC World Wheels Award 2003

Bajaj Pulsar 180 DTS-i BBC World Wheels Award for Best Two Wheeler between Rs 55,000 to Rs 70,000


Bajaj Pulsar 150 DTS-i BBC World Wheels Award for Best Two Wheeler between Rs 45,000 to Rs 55,000


Bajaj Boxer AT KTEC BBC World Wheels Award for Best Two Wheeler under Rs 30,000


Bajaj Pulsar - Motorcycle Total Customer 2003 NFO Automotive

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Satisfaction Study

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

Bajaj Pulsar - Most exciting bike of the year 2002 OVERDRIVE Awards

Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards

Bajaj Eliminator - Most exciting bike of the year

2001 OVERDRIVE Awards

Award Year By

Chakan Plant Super Platinum Award for Manufacturing Excellence

2006-07 Frost and Sullivan

Chakan & Waluj Plants Audit Passed for TPM Excellence Award

2006-07 TPM

Bikemaker of the Year 2006-07 Overdrive Awards

Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India

All India Trophy for Highest Exporter 1998-99 EEPC

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

Export Excellence 1998-99 EEPC

Certificate of Merit 1998-99 India Trade Promotion Organisation

Award for Export Excellence 1997-98 EEPC

Export Excellence 1997-98 MCCIIA

All India Trophy for Highest Exporter 1997-98 EEPC

Top Exporter Shield – Western Region 1996-97 EEPC

Export Excellence 1996-97 MCCIA

Regional Top Exporter - Large Scale Manufacturer

1995-96 EEPC

Highest Export Performance 1995-96 EEPC

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

Export Excellence Award 1995-96 MCCIA

Top Exporter Shield – Western Region 1995-96 EEPC

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


Regional Top Exporter - Large Scale Manufacturer

1994-95 EEPC

All India Special Shield - Consumer Durables Exporter

1994-95 EEPC

National Export award for Outstanding Performance

1994-95 Government of India, Ministry of Commerce

Western Region Top Export Award 1994-95 EEPC

All India Special Shield - Consumer Durables 1994-95 EEPC

Regional Special Shield - Capital Goods Category

1993-94 EEPC

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Capital Goods Export 1992-93 EEPC

Regional Special Shield - Capital Goods Category

1990-91 EEPC

Certificate of Export Excellence 1986-87 EEPC

Certificate of Export Recognition 1980-81 EEPC



Certificate of Merit 1978-79 Government of India, Ministry of Commerce




Export Promotion 1976 FICCI

Golden Jubilee Export Year Award 1976 FICCI

Export Excellence 1975-76 EEPC

Rahul Bajaj

Chairman

Rahul Bajaj is an Honours Graduate in Economics and Law and a

Business Graduate from the Harvard Business School. He was appointed

Chief Executive Officer of Bajaj Auto in 1968 and took over later as Head

of the Bajaj Group of companies.

Madhur Bajaj (Vice Chairman):After graduating in Commerce, Mr Bajaj did his MBA

from Lausanne, Switzerland. Joined as DGM in March 1983, took over as General

Manager Aurangabad Division in June 1986, as its Chief Executive in October 1988, he

became President of Bajaj Auto in September 1994, Executive Director in May 2000 and

as Vice Chairman in July 2001.

Rajiv Bajaj (Managing Director): Rajiv Bajaj, who took charge as Managing Director

on 1st April 2005, is a Mechanical Engineer from Pune University. He later did his

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Masters in Manufacturing Systems Engineering from the University of Warwick. Joined

as Officer on Special Duty in 1990, took over as General Manager (Products) in February

1993, as Vice President (Products) in June 1995, President in May 2000, President &

Whole Time Director in March 2002, Joint Managing Director in March 2003

Sanjiv Bajaj

(Executive Director): Joined as Officer on Special Duty in 1994, took over as Executive

Director in April 2004, as General Manager (CF) in 1997, took charge as Vice President

(Finance) in April 2001. He is a Mechanical Engineer from Pune University, with

Masters in Manufacturing Systems from University of Warwick and MBA from Harvard

Business School.

N H Hingorani

(Vice President (Materials)):Joined in 1997 as General Manager (Materials), took over as

Vice President (Materials) in 1998. He is a Mechanical Engineer from Malaviya Regional

Engineering College, Jaipur

Ranjit Gupta

(Vice President (Insurance)) Joined as General Manager (Co-ordination) in 1988, and

rose to become Vice President (Materials) in 1995, Vice President (HRD) in 2000 and

Vice President (Insurance). He did his Mechanical & Electrical Engineering from Indian

Railway Institute of Mechanical & Electrical Engineers. Honoured with fellowship of

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Institute of Electrical Engineering (London) and membership of Institute of Mechanical

ENGG London.

C P Tripathi

(Vice President (Operations))Joined in January 1996 as Vice President (Waluj plant) and

is now Vice President (Operations). He is a Science Graduate from Agra University.

Later he did Mechanical Engineering from Indian Institute of Technology, Kharagpur.

Kevin P D Sa

(Vice President (Finance)):Mr. Kevin joined Bajaj in September 1978 and is now Vice

President (Finance). He is a B.Com graduate. Later he did CA in 1978 and ICWA in

1981.

Pradeep Shrivastava

(Vice President (Engineering)):Mr.Shrivastava joined Bajaj in April 1986 and is now

Vice President (Engineering). He is a Mechanical Engineer and later did post graduate

diploma in Production and Finance in 1986.

S Sridhar

(Vice President (Marketing & Sales- 2Wheeler)):Mr.Sridhar joined Bajaj in March 2001

and is now Vice President (Marketing & Sales -2 Wheeler). He is a Engineering Graduate

in Agriculture

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ORGANISATION PROFILE

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ORGANISATION PROFILE

CHANNAMMA BAJAJ

Vidyanagar, P.B. Road

HUBLI-581106

This company established in 27 th August 2005 as authorized dealer of Bajaj in

Hubli. Now Channamma Bajaj is having 23 sub dealers.

Having record of selling 5000 Bajaj vehicles in very short period of time. This

shows important role of dealer in selling bikes. The different bikes available under

Channamma Motors are:

CT100

PULSAR 150 DTS-I

PULSAR 180 cc

DISCOVER DTS-I

DISCOVER 135

PLATINA

MANAGEMENT PROFILE:

Managing Director: Shri. Ajjayya.G. Gaddadevarmath

Manager SSO : Shekar.B.H

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OFFICE STAFF:

Account manager : Kiran

Service adviser : Santosh & Channapa

Cashier : Mumta

Receptionist : Manjula. R.G.

OTHER STAFF:

Works Manager : Anand

Spare part Managers: Muttu & Praveen

SUB DEALER:

Channamma Motors Dharwad

Channamma Motors Haveri

Jaycee Autos Gadag

Tatti Autos Laxmeshwar

Veman Motors Ranebennur

Swagat Motors Mundargi

Sri Laxmi Autos Shiggaon

Laxmi Autos Gajendragad

Renuka Motors Nargund

Basaveshwar Motors Ron

Betageri Autos Betageri

Savanur Sales & Service Tilavalli

Vigneshwar Enterprises Hirekerur

Ravi motors Hangal

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Benni Autos Savanur

Jayalaxmi Autos Bankapur

S.K. Khandekar Motors Kalghatgi

Harsha Bajaj Naregal

Laxmi Motors Navalgund

Rani Motors Old Hubli

Javali Motors Keshwapur, Hubli

Sri Sai Sales& Service Kundgol

Departments:

Sales department:

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

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

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

product. This department is responsible for the sales of their product.

Spares Department:

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

out in the spare department. This department holds the spares of the Bajaj bikes. Under

the manager they are employees who are responsible for the carrying out the sales of the

spares and maintaining the records of the transactions.

Accounts department:

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

working. This department is responsible for maintaining the financial transactions carried

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out within the organization. Maintaining the financial transactions, during the day are to

be recorded by the accounts department.

Pre-delivery inspection:

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

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

before the delivery is made.

Work station:

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

this department there is a service manager, under whom are supervisors or service

advisors. Under the supervisor are the technician who service the bikes that have come

for servicing.

There are the departments within the organization who have to report to the ex-

director of the organization.

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ORGANIZATION CHART

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Manager SSO

Sales ManagerService Manager

Spares Manager

Sales Executives

Assistants

Supervisor

Workers

Managing Director


PRODUCT PROFILE

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PRODUCT PROFILE

Bajaj Automobiles is one of the largest two-wheeler manufacturers in the world. Bajaj

Auto is present in every segment of the market be it scooters, motorcycles and three

wheelers. It has supplemented its collaboration with Kawasaki with its own range of

motorcycles and scooters.

MOTORCYCLES FROM BAJAJ AUTO:

Bajaj motorcycle range extends from the value for money CT100 DLX to the

Pulsar DTS-I in the performance segment. The latest launch in the 135 cc segment in the

Discover and 180cc segment in the Pulsar.

Further the motorcycles can be characterized in segment.

1) Standard segment Bike:

Bajaj CT100:

Bajaj CT100 Dlx provides features never before offered on an entry-level motorcycle.

such as better power, better pick-up, better mileage, better comfort and better safety.

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Bajaj CT100 Dlx also has the world first SNS (Spring-in spring ) suspension ,which

protects the backbone of the rider. Bajaj CT100 Dlx is available in following colours.

Such as Jet Black, Candy wine red, olive green and blue.

Features:

Superior Comfort:

You can experience the comfort of a 125-m front suspension and the world first 100mm

SNS (Spring-in-Spring) Suspension, with a certified triple- rated spring. It cushions your

back, even on the most unforgiving roads.

While the 1235-mm wheelbases stability, and the wider rear tyre provides better road

grip.

Superior Style:

Smart styling attractive decals, never before colours, aerodynamic fairing and much

more.

Superior Mileage:

Exhaust TEC is a device incorporated in exhaust system of ‘CT100 Dlx’ engine. TEC

stands for ‘Torque Expansion Chamber’. This world-first technology developed by Bajaj

Auto improves the ‘Scavenging’ process. It gives 108 kmpl on road. Not just that, the

unique Ride Control Switch acts as a virtual instructor, indicating optimum throttle

opening.

Superior Safety:

• Safe driving on all roads and instant stopping.

• Low seat with high ground clearance.

• Clear visibility during night/ rainy days.

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2) Executive Segment Bike:

Bajaj Discover DTS-i:

The recently upgraded discover 135 with its option electric starter and alloy

wheels is perfectly suited for those looking for better performance without sacrificing on

fuel economy or pricing

Features:

Superior Style:

Athletic, lean and muscular styling.

Gorgeous graphics

Integrated new style tail lamp and fluid grab rail design

135cc DTS-I Engine:

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Discover is the world first DTS-I engine which gives best in class power of 8.47

kw and delightful lileage. The digital powerhouse incorporates Trics III, Constant Vacum

(CV) Carburetor, digital CDI unit and digital twin spark which substantially improves

power, mileage and reduce emissions.

Exhaust TEC:

World first exhaust TEC ( Torque Expansion Chamber) technology for the

exhaust system improves engine torque at low rpms and its optimized to get maximum

performance from the engine

Electric start:

The new Bajaj discover will give you the kicks, without you having to deliver any

just thumb the electric start switch, and ready to roll as the Bajaj Discover 135cc DTS-I

engine purrs to life instantaneously.

Superior premium alloy wheels:

High performance 17’’ premium alloy wheels which are lighter and stronger. This

provides smashing profile looks and nimble handling for superior agility

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3) Premium Segment Bike:

Bajaj Pulsar DTS-i:

The Bajaj Pulsar DTS-I with its 150 and 180 variants have redefined the

performance segment in the motorcycle market and have recently undergone

upgrades. Along with additional power, improvements include a longer wheel

base, gas filled rear shock absorbers and six spoke alloy wheel

Features:

DTS-I engine:

The revolutionary Bajaj DTS-i engine technology is the heart of digital biking. It

incorporates digital Twin Spark Ignition (DTS-i) system, digital CDI and TRICS III. The

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combined action of these technological breeakthrough send other bikes to where in

belongs the stone age. Digital biking will redefine biking in India for a long time to come.

Enhanced comfort:

Experience the power of Nitro- nitrogen assisted rear gas shockers with triple rated spring

and front telescopic suspension which ensure air cushion feel even on extreme terrain.

LITERATURE REVIEW

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LITERATURE REVIEW

Customer Satisfaction

Customer satisfaction is the key to success, getting our customers to tell you what’s good

about your product or services and where you need improvement. It helps you to ensure

that your businesses measure up to their expectations. The attached file contains a

customer satisfaction survey from designed to make it easy for customer to fill out and to

fill and to make it easy for you to quickly customize to exactly match your company’s

activities. It also includes suggestion for distributing the form, ensuring that customer

will return the form and following up on comments

Customer’s satisfaction defined

The reason for a business firm to come into being is the existence of customer who has

unfilled needs and wants. Customer satisfaction ha been conceptualized in several ways.

It consists of expectations, performance interaction, pleasured or displeasure and the

evaluation of the benefits of consumption.

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Customer satisfaction is result of confirmation of expectation. Bajaj has been focusing on

the improvement and Excellency in the processes, which it uses to satisfy there to

accomplish, this it has focused on improving customer-orientation and value chain

integration. Thus meeting the expectation of the customer.

Components of customer satisfaction/ dissatisfaction

Purchase Process:It refers to the actions of the customers in buying the product. Could

he find product easily?

Did he have to travel for to buy? Whether proper quantities were available? Was

sufficient information available?

Obviously, for a manufacture that exercises strong control over his distribution channel,

any measurement of consumer’s satisfaction should include this component.

Bajaj has always been focusing on network expansion.

Decision

It refers to the extent to which the customer thinks about correctness of his decision with

regard to satisfaction. Apart from the product of the process, the customer might have

regret about one component which would affect other components. consumers to action,

they must gain their attention.

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RESEARCH METHODOLOGY

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OBJECTIVES OF THE STUDY:

To understand the customer satisfaction level towards services provided by

CHANNAMMA BAJAJ.

To study the problems faced by the customers at CHANNAMMA BAJAJ.

To study the post sales service performance.

To study and understand the areas of improvement by the service provided by

CHANNAMMA BAJAJ.

PURPOSE OF THE STUDY:

To understand the satisfaction level of the customer regarding the service

provided by CHANNAMMA BAJAJ, to understand what are the customer

requirement and improvement required by them in service.

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SCOPE OF THE STUDY:

The satisfaction level of the customer study will help to know the performnace of Channamma Motors & it also help the management can emphasize on their weaker areas for improvement.

LIMITATION:

The study is istricted to 100 samples because of the time constraint & it is limited to Hulbi City.

RESEARCH DESIGN

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RESEARCH DESIGN

Research methodology is the systematic approach to the given problem. In other

words, it is the way in which we go for collection of data. There fore the better way of

collecting data is very important than the data collected because ultimately the data

collected is depended upon how we approach towards the data. The data has been

collected in the following ways:

PRIMARY DATA:

Primary data is the actual and very important data collected by researchers. It involves

the formal way of collecting data wherein there is a formal meeting with different

managerial personnel, operations staff and personal observations.

The following were the sources of primary data

The questionnaire prepared after discussion with the guide ,is the tool for primary

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Data collection

Experts views

Direct or personal conversation with Mr. Shekar.B.H who is the SSO in the firm.

SECONDARY DATA:

It is the data which is already collected by someone else and which is used for our study

purpose. It is the data, which gives relevant information in different fields wherever we

want. The following were the sources of secondary data

Websites.

Company Manuals, Magazine.

Company Reports.

Research Methodology

Data Source :Primary Data

(From questionnaire and personal interaction)

Secondary data –Website, Company Manuals,

Company Reports, Magazine .

Research approach : Survey method.

Research Instrument : Questionnaire.

Sample plan : Personal Interview

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Sample unit : Customers of Channamma Bajaj.

Sampling method : Convince probability sampling

Sample Size : 100 customer

Area of survey : The area selected for survey is Hubli city

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ANALYSIS

1)Did the salesperson spend sufficient time with you and explain everything about the vehicle?

Did the salesperson spend sufficient time with you and explaineverything about

76 76.0 76.0 76.0

24 24.0 24.0 100.0

100 100.0 100.0

yes

no

Total

ValidFrequency Percent Valid Percent

CumulativePercent

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Did the salesperson spend sufficient time

with you and explain everythin

24.00 / 24.0%

76.00 / 76.0%

no

yes

Interpretation:

From the above graph 76% of respondents says that sales person has spend sufficient

time with them and explained about bikes & remaining 24% of respondents says that

sales persons haven’t spend sufficient time with them.

2) Was the vehicle delivered on promised time?

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Was the vehicle delivered on promised time?

67 67.0 67.0 67.0

33 33.0 33.0 100.0

100 100.0 100.0

yes

no

Total


CumulativePercent

Was the vehicle delivered on promised time?

33.0%

67.0%

no

yes

Interpretation:

From the above graph we came to know that 67% of the respondents replied vehicle

delivered on promised time and 33% of respondents replied not delivered on promise

time.

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3) Were you offered a test drive during your visit to our showroom?

] Were you offered a test drive during your visit to our showroom?

79 79.0 79.0 79.0

21 21.0 21.0 100.0

100 100.0 100.0

yes

no

Total


CumulativePercent

Interpretation:

It is clearly seen that out of 100 respondents 79% of respondents were taken test drive

and 21% were not taken test drive during the time of purchase of bike.

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4) How do you feel about BAJAJ two wheeler vehicles?

How do you feel about BAJAJ two wheeler vehicles

11 11.0 11.0 11.0

27 27.0 27.0 38.0

24 24.0 24.0 62.0

19 19.0 19.0 81.0

19 19.0 19.0 100.0

100 100.0 100.0

Excellent

good

Moderate

Satisfactory

unsatisfactory

Total


CumulativePercent

Interpretation:

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It is clearly seen that out of 100 respondents, 11% of respondent were felt excellent, 27%

were good, 24% were moderate, 19% were satisfactory, 19% were un satisfactory.

5) State the level of satisfaction for the service provided by CHANNAMMA BAJAJ?

State the level of satisfaction for the service provided by CHANNAMMA BAJAJ?

36 36.0 36.0 36.0

42 42.0 42.0 78.0

9 9.0 9.0 87.0

13 13.0 13.0 100.0

100 100.0 100.0

Completely satisfied

satisfied

Dissatisfied

Not at all satisfied

Total


CumulativePercent

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Interpretation:

Satisfaction level for service provided by channamma bajaj is Out of 100 respondents

36% were completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not at

all satisfied.

6) What are the reasons to purchase BAJAJ vehicles?

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What are the reasons to purchase BAJAJ vehicles?

47 47.0 47.0 47.0

5 5.0 5.0 52.0

13 13.0 13.0 65.0

2 2.0 2.0 67.0

33 33.0 33.0 100.0

100 100.0 100.0

mileage

low maintenance

Price

Wide range of products

Brand name

Total


CumulativePercent

Interpretation:

From the above graph we came to know that 47% of the customers purchase Bajaj

vehicle for mileage, 5% were for low maintenance, 13% were for price,2% were for wide

range products,33% were for its brand name.

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7) When did you owned BAJAJ vehicle

When did you owned BAJAJ vehicle

9 9.0 9.0 9.0

20 20.0 20.0 29.0

47 47.0 47.0 76.0

24 24.0 24.0 100.0

100 100.0 100.0

6 month

1-2 years

3 years

3-5 years

Total


CumulativePercent

Interpretation:

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With the help of above graph we came to know that 9% of the customers are six months

old, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old.

8) What are improvements in service that you demand from CHANNAMMA BAJAJ?

What are improvements in service that you demand from CHANNAMMA BAJAJ?

45 45.0 45.0 45.0

3 3.0 3.0 48.0

19 19.0 19.0 67.0

33 33.0 33.0 100.0

100 100.0 100.0

Service in time

reliable service

well trained mechanics

less labor charge

Total


CumulativePercent

Interpretation:

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It is clearly seen from the above graph that 45% of the customers demanded service in

time,3% demanded reliable service,19% demanded well trained mechanics, 33%

demanded less labor charge.

9) What are the different problems that you face at the time of service of your vehicle?

What are the different problems that you face at the time of service of your

44 44.0 44.0 44.0

43 43.0 43.0 87.0

13 13.0 13.0 100.0

100 100.0 100.0

High price spare parts

Not easily available

Delay in service

Total


CumulativePercent

What are the different problems that you face at the time

of service of

Delay in service

Non avalbility of SP

High price spare pa

Interpretation:

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The above graph shows that the problems faced by the customers during the time of

service is 44% were faced problem for high price spare parts, 43% for not easily available

of spare part, and lastly 13% were faced problem for delay in service.

10) How do you rate the service performance of CHANNAMMA BAJAJ?

How do you rate the service performance of CHANNAMMA BAJAJ?

36 36.0 36.0 36.0

42 42.0 42.0 78.0

9 9.0 9.0 87.0

13 13.0 13.0 100.0

100 100.0 100.0

Very Good

good

average

bad

Total


CumulativePercent

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Interpretation:

For the service performance of CHANNAMMA BAJAJ , Out of 100 respondents 36%

were rated very good,42% were rated as good, 9% were rated as average, and 13% were

rated as bad.

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FINDINGS

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FINDINGS

1 From the survey of 100 samples, 76% of respondents says that sales person has

spend sufficient time with them and explained about bikes & remaining 24% of

respondents says that sales persons haven’t spend sufficient time with them.

2 From analysis came to know that 67% of the respondents replied vehicle

delivered on promised time and 33% of respondents replied not delivered on

promise time.

3 Out of 100 respondents 79% of respondents were taken test drive and 21% were

not taken test drive during the time of purchase of bike.

4 From the above chapter it is clearly seen that out of 100 respondents, 11% of

respondent were felt excellent, 27% were good, 24% were moderate, 19% were

satisfactory, 19% were un satisfactory.

5 Satisfaction level for service provided by channamma bajaj is Out of 100 respondents 36% were completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not at all satisfied.

6 From the above chapter we came to know that 47% of the customers purchase Bajaj vehicle for mileage, 5% were for low maintenance, 13% were for price,2% were for wide range products,33% were for its brand name.

7 With the help of above analysis we came to know that 9% of the customers are

six months old, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years

old.

8 Out of 100 sample 45% of the customers demanded service in time,3% demanded reliable service,19% demanded well trained mechanics, 33% demanded less labor charge.

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9 The above analysis part shows that the problems faced by the customers during

the time of service is 44% were faced problem for high price spare parts, 43% for

not easily available of spare part, and lastly 13% were faced problem for delay in

service.

10 For the service performance of CHANNAMMA BAJAJ , Out of 100 respondents

36% were rated very good,42% were rated as good, 9% were rated as average,

and 13% were rated as bad.

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SUGGETIONS

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SUGGETIONS

In case of addressing the customers Channamma Bajaj should ensure that the

sales persons explain the details of the bike to the customers, because 24% of the

respondents are unhappy.

Channamma Bajaj should also ensure that the bikes given for servicing are

delivered in time.

To increase the awareness regarding maintainance of bike the dealer should

conduct free check up camps.

.

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CONCLUSION

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CONCLUSION

From the survey it is found that major portion of customers are satisfied with the service

provided by Channamma Bajaj. To maintain & sustain in market it may also solve the

problem occurred in the bike which can make it more reliable. Overall the service

provided by Channamma Motors is satisfactory with scope for further improvements.

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QUESTIONNAIRE

QUESTIONNAIRE

1] Name and Address:

2] BAJAJ two wheeler model

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3] Did the salesperson spend sufficient time with you and explain everything about the vehicle ?

Yes No

4] Was the vehicle delivered on promised time?

Yes No

5] Were you offered a test drive during your visit to our showroom?

Yes No

6] How do you feel about BAJAJ two wheeler vehicles?

a] Excellent b] good c] Moderate

d] Satisfactory e] unsatisfactory

7] State the level of satisfaction for the service provided by CHANNAMMA BAJAJ? a] Completely satisfied b]satisfied c] Dissatisfied d] Not at all satisfied e] Neither satisfied nor dissatisfied

8] What are the reasons to purchase BAJAJ vehicles?

a] mileage b] low maintenance c] Price

d] Wide range of products e] Brand name

9] When did you owned BAJAJ vehicle

a) 6 month b) 1-2 years

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c) 3 years d] 3-5 years

10] What are improvements in service that you demand from CHANNAMMA BAJAJ?

a] Service in time b] reliable service

c] well trained mechanics c] less labor charge

11] What are the different problems that you face at the time of service of your vehicle?

a] High price spare parts b] Non availability of spare parts

c] Delay in service d] Low quality of spare parts

12] How do you rate the service performance of CHANNAMMA BAJAJ?

A] Very Good b] Good c] Average

D] Bad e] Very bad

13] Do you have any complaint, problem regarding availability of spares parts & Other services?

14] Do you suggest any improvement in CHANNAMMA BAJAJ?

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REFERENCES

REFERENCES

Market Research by- Tull and Hawkins

Marketing Management by- Philip Kotler

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customer satisfaction level & service analysis bajaj aoutomobile project report mba

Business

conduct free

torque expansion

harvard business

constantly

bajaj ct100

single financial

convince probability

spend sufficient