customer satisfaction on bajaj

8/10/2019 customer satisfaction on bajaj

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USERS PERCEPTION ABOUT BAJAJ -PULSAR MOTORBIKE | 1

Introduction

BAJAJ AUTO:

Bajaj Auto is a major Indian vehicle manufacturer started by Jamnalal

Bajaj from Rajasthan in the 1930s. It is based in Pune, Maharashtra, with plants

in Chakan (Pune), Waluj (near Aurangabad) and Pantnagar in Uttaranchal. The

oldest plant at Akurdi (Pune) now houses the R&D centre Ahead. Bajaj Auto

makes and exports automobiles, scooters, motorcycles and the auto rickshaw.

The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1,946.

It features at 1639 in forbes 2011 list.

Over the last decade, the company has successfully changed its image

from a scooter manufacturer to a two wheeler manufacturer. Its product range

encompasses scooterettes, scooters and motorcycles. Its real growth in numbers

has come in the last four years after successful introduction of a few models inthe motorcycle segment. The company is headed by Rahul Bajaj who is worth

more than US$1.5 billion.

Bajaj Auto came into existence on 29 November 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 near 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 vehicle

and produced and sold one million vehicles in a year.


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BAJAJ PULSAR:

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 inassociation with motorcycle designer Glynn Kerr Tokyo R&D. Currently there

are four variants available -with engine capacities of 135 cc, 150 cc, 180 cc and

220 cc. Previously it was also offered with a 200 cc DTS-i oil cooled engine,

which now has been discontinued. 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. Sincethe introduction and success of Bajaj Pulsar, Indian youth began expecting high

power and other features from affordable motorcycles.


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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

perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers,

customer satisfaction is seen as a key differentiator and increasingly has becomea key element of business strategy.

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms.

"Customer satisfaction after sales & service" is the important statement of the

problem in this project.


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Measuring customer satisfaction

Customer satisfaction refers to the extent to which customers are happy with the

products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Gaining high levels of

customer satisfaction is very important to a business because satisfied customers

are most likely to be loyal and to make repeat orders and to use a wide range of

services offered by a business.

Studies carried out by companies like Argos and Cadburys have found very

high levels of customer satisfaction. It is not surprising because these

companies emphasize market research and marketing as the tools to find out

what customers want. Knowing what your customer wants then makes it possible

to tailor everything you do to pleasing the customers.

There are many factors which lead to high levels of customer satisfaction

including: Products and services which are customer focused and then provide

high levels of value for money. Customer service giving personal alien lion to

the needs of individual customers. After sales service. Following up the original

purchase with after sales support such as maintenance and updating for example

in the updating of computer packages.


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LIMITATIONS OF THE STUDY:

1. The responses given by the respondents may not be true.

2. The respondents may be careless in responding to the questionnaire.3. The respondents may be illiterate.

4. This study limits to the geographical area of Valsad.

STRENGTHHS:

1. Government Bank giving more attention to installation loan

improvement 2. Less use of chemicals

3. Ever time more demand

4. Minimum Response Time due to good Team Work.

5. Focus on Customer Delight besides Customer Satisfaction.

6. Latest Hi-tech Core Concepts of Production & Quality.

WEAKNESS:

1. More than 50% of the targeted customers are youths.

2. High dependence on the transportation.

3. Old methods and techniques are in use.

4. Cost for maintaining standard is more.


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OPPORTUNITY:

1. Bajaj Auto Lid said it plans to expand Us presence in south-east

Asia and Africa to lap the growing demand for two-wheelers andmotorized rickshaws in these markets.

2. Bajaj is India's second-largest motorcycle maker, which also

makes scooters and dominates the Indian market for three-wheeled

motorized rickshaws, has enjoyed a boom in India's $4 billion-a-year

market of nearly 5 million bikes, the world's second-largest after China.

3. Bajaj plans to set up a manufacturing plant in Indonesia in a joint

venture with its local distributor, and use that as a hub for expanding

exports in the rest of south-east Asia.

4. Bajaj will hold the majority stake in the joint venture, which will be

finalized in the next three months, he said, declining to disclose the value

of its investment.

5. Bajaj will also set up an assembly unit in Nigeria.

6. Bajaj, overtaken as India's top two-wheeler maker in 2002 by Hero

Honda Motors Ltd, has benefited from rising incomes in Asia's third-

largest economy, besides cheaper loans and a shift in preference to high-

value motorbikes from scooters.

7. But Bajaj, which uses Kawasaki Heavy Industries Ltd technology for

sonic models, faces growing competition from Honda Motorcycles, Suzuki

Motor and Yamaha, besides local players TVS Motor and Kinetic Motors.


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THREATS:

1. Faced with tough competition.

2.

Competitors such as LML, Hero, Honda and TVS Motor are also slatedto launch models this year.

3. In the late 1990s, Bajaj Auto, the leading scooter manufacturer, faced a

crisis. There was a shift from scooters to motorcycles. Urban youth as well as

rural markets were patronizing the motorcycles, effectively ignoring scooters.

Objective of study

To know the after sales service perception of customers. To ascertain the satisfaction level &it influencers. To measure the impact of the above analysis on future sales. To study the weather satisfied with their services.


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Need for the study

Customer is one for whom you satisfy a want or need in return for some of

payment. The payment may be money, may be time, or may goodwill but thereis some form of payment. Satisfaction is level of person felt state by comparing

products perceived in relat ion to the persons expectations.

Satisfaction level is function of the difference between perceived performance and

expectations. If the performance falls short of expectations, the customer is not

satisfied. If the performance matches the expectations the customers are highly

satisfied. If the performance is beyond his expectations the customer is thrilled.

Bajaj pulsar is customers positive or negative feeling about the value that was

perceived as a result of using particular organization's offering in specific used

reaction to a series of use situation experience.

SCOPE OF THE STUDY:

1. The study is limited to the customer of Bajaj vehicle buyers. The

customer includes customers who enter the show room.

2. This study will help us to understand Customers, preference and their

needs expected from the business owners. This study will not only help

me as a student but it also assists Sagar Auto to improve their service

standard.


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RESEARCH DESIGN

1. Research is an art of scientific investigation.

2. Research is a process of systematic study.

3. Research is a search o I knowledge.

4. Research is an area of investigation which includes collection, analysis and

Interpretation of data.

Research has to proceed systematically in the already planned direction with thehelp of a number of steps in sequence. To make the research systemized the

researcher has to adopt certain methods. The method adopted by the researcher

for completing the project is called Research Methodology,

A Research design is the arrangement of conditions for collection and analysis of

data in a manner that aims to combine relevance to the research purpose with

economy in procedure.

A research is purely is and simply the framework and plan for the study that guides

the collection and analysis of data. It is a blue print that is followed in completing a

study.

Types of Research Design

1. Exploratory research Design.

2. Descriptive research design.

3. Experimental research design.


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Data Collection Method

Data refers to information or fads. It not only refers to numerical figures but

also includes descriptive facts. The method of data collection includes two types

of study, such as primary data and secondary data,

Primary Data Collection Method

It was collected directly from executives and customers. The information

collected from executives through personal and direct interview to collect primary

data, a detail and structured questionnaire was formed to suit the objectives of

the study which contain definite and predetermined questions, containing

information relating to sales and service and its products.

Primary data is the data that is collected tor the first time by the researcher The

Primary data arc collected with specific set of objective to assess the currentstatus of any variable studied. Primary data is useful only for particular period.

Methods of Primary Data Collection

The Main four methods used in primary data collection are:

a. Questionnaire

b. Schedule

c. Interview

d. Observation

In this study questionnaire method have been used


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QUESTIONNAIRE:

In this method, preprinted list of questions arranged in a sequence which is used by the researcher for collecting data.

The questionnaire is filled by the respondents. The questionnaire is considered asthe heart of the survey,

Secondary data:-

It was used mainly to support the primary data. Secondary data was collectedthrough books, annual reports, significant, literature from the organization and

previous reports, magazines, vouchers etc.

Research Design Tool:-

To make research various surveys arc conducted they are as follows:

The various data are collected from primary and secondary source through thequestionnaires; books, journals, old reports and annual report were used.

Sampling Scheme:-

A sample is a portion of the whole on which the study is based. Here a sample sizeof 10 respondents were chosen from different areas of Valsad, and thequestionnaires were duly filled data relating to the objectives of the study isobtained by meeting customers, consumers, in area like Valsad town.

Sampling Design

A Sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure that the researcher wouldadopt in selecting items for the sample. Sample design may as well lay down the

number of items to be including in the sample i.e., the size of the sample.Sample design is determined before data arc collected.


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SAMPLE PROCEDURE

Sampling is a procedure by which the respondents are selected. There are

basically two types of sampling methods are:

1. Probability sampling methods.

2. Non-Probability sampling methods.

In this study area sampling method was adopted (Probability Sampling) the

required number of customers were not selected according to area sampling

procedure but the required number of sample (sample size) 10 were selected.


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ANALYSIS OF CUSTOMER SATISFACTION AFTERSALES A SERVICES THROUGH QUESTIONNAIRE

1. Did you receive any intimation through calls or letters for the "servicedue" date to get your vehicle serviced?

Table

Response % of customers

Yes 75 No 25

Interpretation / Analysis:

According to my survey, out of 100, responds 75% of the people say they getintimation from Sagar Auto. And 25% of the people not gel any intimation fromSagar Auto about service due date to gel vehicle serviced.

0

10

20

30

40

50

60

70

80

Yes no

Yes

No


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2. When you entered, what was the total time taken before some one from thestaff attended YOU ?

TableResponse No of customerExcellent < 2min 15Good (2~5 min ) 45Fair (5~10 min) 20Poor > 10 mm 20

Interpretation

Out of 100 respondents 15% of the people saying excellent lime taken before some oneamending staff member & 45% of the people Good, & 20% of the people fair & 20%of the people says poor lime Taken before some one attending you..


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3. How do you rate cleanliness and comfort of service reception &customer waiting lounge / area?

Response No of customers Excellent 42Good 27Fair 21Poor 10

Interpretation

In the samples taken mil of 100 respondent 42% of the people says cleanlinessand comfort of reception & wailing area is excellent & 27% of the people saysgood & 21% people says fair, & remaining 10% people says poor on cleanlinessand comfort of reception & waiting area,


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5. Since how many years are using pulsar?

Table

Years No of customers

2004 100002005 250002006 300002007 350002008 400002009 450002010 50000

2011 55000


According to my survey, responds is good of the people and use many people.

0

5000

10000

15000

20000

25000

30000

35000

40000

45000

50000

2004 2005 2006 2007 2008 2009

Years


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6. Which factor you had considered while purchasing pulsar?

Mileage- 15 Speed - 30 Style- 25 Maintenance - 10 Price- 20


Customer will be satisfied 100% and get responds to Mileage 15%, Style 25%, Price 20%, Speed 30%,

Maintenance 10% of the people says.

15

25

20

30

10

%

Mileage

Style

Price

Speed

Maintenance


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FINDINGS OF THE STUDY:

After my study on the Bajaj pulsar after the bales and service, below are the lists offindings,

1. Sagar Auto as a dealer of Bajaj in the city of Valsad was able to satisfyits customers in the area of service.

2. Due to lack of people in the service department customers werentattended within the expected Lime of the customers.

3. Management is not fully aware of the relationship between the customerand staff,

4. Most of the customers fell the staff still requires more skill to treatcustomers.

5.

Customers feel that they wont get the same response what they get duringthe sales.6. Management must provide equal weight age for both the sales and

service, as both are related to the customers.

customer satisfaction on bajaj

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