41

INTRODUCTION

- 1 -

1. INTRODUCTION:

In the today’s stiff competition between all industries. Two wheeler

Industries facing nick to nick competition with competitor. Even though

Hero Honda is No 1 in world but Bajaj is though competition by way of

technology, price & quality. As in past Bajaj ruled for 4 decade in two

wheeler industry. But know days Hero Honda adopting

New technology due to that all two wheeler company upgrading them in

two wheeler industries in that Bajaj is giving stiff competition.

As in India all medium class customers looking for better mileage then

looks & style, Bajaj is providing them thoughts facilities.

The report is on “Customer Perception Towards BAJAJ CT-100 at

PAREKH AUTO (Dealer), Bijapur” to know the attitude towards while

buying Bajaj CT-100 & to know effective of CT-100 Ad &

price.

- 2 -

2. OBJECTIVE OF THE STUDY:

To know the customer perception towards the BAJAJ CT-100. To find out

the factors which are highly influenced on the perception of the customer. To

analyze the customers behavior regarding the price of the BAJAJ CT-100.To

know the main factors influencing the customers to purchase the BAJAJ CT-

100.To know the most effective advertising media of the BAJAJ Two

wheelers. To find the problems faced by the customer regarding the

performance of the BAJAJ CT-100.

3. METHODOLOGY:

The information was colleted by conducting market research through the

method of filling the questionnaires by the selected customers. The

sample size takes is 100 customers. And related information was

collected from the company manuals and Internet sites.

4. ANALYSIS:

It was based on the result of the questionnaire and personnel interview.

These were accompanied by their respective graphs to facilitate easy and

quick understanding of the information.

- 3 -

5. CONCLUSION:

This survey on customer’s perception towards BAJAJ CT-100 helped me

to understand various patterns of buyer behavior. It also enhanced by

knowledge regarding various factors, which influence the buyer behavior.

The analysis of the survey helped me to identify certain loopholes, which

can be removed by taking certain immediate steps.

6. RECOMMENDATIONS:

Some of the respondents are not satisfied with the quality of the BAJAJ

CT-100, weight and pickup of CT-100. So necessary steps should be

taken to rectify this problem.

70% of the respondents are satisfied with the BAJAJ-CT100 where as

30% of the respondents are dissatisfied. So this 70% of customer

satisfaction should reach to 100%.

- 4 -

INDUSTR OVERVIEW

- 5 -

HISTORY OF TWO WHEELER INDUSTRY IN INDIA

The two-wheeler industry (henceforth TWI) in India has been in existence since

1955. It consists of three segments viz., scooters, motorcycles, and mopeds. The

increase in sales volume of this industry is proof of its high growth. In 1971,

sales were around 0.1 million units per annum. But by 1998, this figure had

risen to 3 million units per annum. Similarly, capacities of production have also

increased from about 0.2 million units of annual capacity in the seventies to

more than 4 million units in the late nineties

The TWI in India began operations within the framework of the national

industrial policy as espoused by the Industrial Policy Resolution of 1956. (See

Government of India 1980, 1985, 1992). This resolution divided the entire

industrial sector into three groups, of which one contained industries whose

development was the exclusive responsibility of the State, another included

those industries in which both the State and the private sector could participate

and the last set of industries that could be developed exclusively under private

initiative within the guidelines and objectives laid out by the Five Year Plans

(CMIE, 1990). Private investment was canalized and regulated through the

extensive use of licensing giving the State comprehensive control over the

direction and pattern of investment. Entry of firms, capacity expansion, choice

of product and capacity mix and technology, were all effectively controlled by

the State in a bid to prevent the concentration of economic power. However due

to lapses in the system, fresh policies were brought in at the end of the sixties.

These consisted of MRTP of 1969 and FERA of 1973, which were aimed at

regulating monopoly and foreign investment respectively. Firms that came

- 6 -

under the purview of these Acts were allowed to invest only in a select set of

industries.

This net of controls on the economy in the seventies caused several firms to a)

operate below the minimum scale of efficiency (henceforth MES), b) under-

utilize capacity and, c)use outdated technology. While operation below MES

resulted from the fact that several incentives were given to smaller firms, the

capacity under-utilization was the result of i) the capacity mix being determined

independent of the market demand, ii) the policy of distributing imports based

on capacity, causing firms to expand beyond levels determined by demand so as

to be eligible for more imports. Use of outdated technology resulted from the

restrictions placed on import of technology through the provisions of FERA.

Recognition of the deleterious effects of these policies led to the initiation of

reforms in 1975 which took on a more pronounced shape and acquired wider

scope under the New Economic Policy (NEP) in 1985. As part of these reforms,

several groups of industries were delicensed and ‘broadbanding’5 was permitted

in select industries. Controls over capacity expansion were relaxed through the

specification of the MES6 of production for several industries. Foreign

investment was allowed in select industries and norms under the MRTP Act

were relaxed.

These reforms led to a rise in the trend rate of growth of real GDP from 3.7% in

the seventies to 5.4% in the eighties. However the major set of reforms came in

1991 in to a series of macroeconomic crises that hit the Indian economy in

1990-917. Several industries were deregulated, the Indian rupee was devalued

and made convertible on the current account and tariffs replaced quantitative

- 7 -

restrictions in the area of trade. The initiation of reforms led to a drop in the

growth of real GDP between 1990 – 1992, but this averaged at

About 5.5% per annum after 1992.

The decline in GDP in the years after reforms was the outcome of devaluation

and the concretionary fiscal and monetary policies taken in 1991 to address the

foreign exchange crisis. Thus the Industrial Policy in India moved from a

position of regulation and tight control in the sixties and seventies, to a more

liberalized one in the eighties and nineties.

A description of the evolution of the two wheeler industry in India is usefully

split up into four ten year periods. This division traces significant changes in

economic policy making. The first time-period, 1960-1969, was one during

which the growth of the two-wheeler industry was fostered through means like

permitting foreign collaborations and phasing out of non-manufacturing firms in

the industry. The period 1970-1980 saw state controls, through the use of the

licensing system and certain regulatory acts over the economy, at their peak.

During 1981-1990 significant reforms were initiated in the country.

The final time-period covers the period 1991-1999 during which the reform

process was deepened these reforms encompassed several areas like finance,

trade, tax, industrial policy etc. We now discuss in somewhat greater detail the

principal characteristics of each sub period.

Advantages we offer Over a decades experience in automobile exports worldwide. Widest selection of products and brands. Close contacts and vast experience in the automobile trade. Complete logistics for air and sea shipments. Ability to supply single units or in 20' and 40' container loads.

- 8 -

a) 1960 – 1969

The automobile industry being classified as one of importance under the

Industrial Policy Resolution of 1948 was therefore controlled and regulated by

the Government. In order to encourage manufacturing, besides restricting

import of complete vehicles, automobile assembler firms were phased out by

1952 (Tariff Commission, 1968), and only manufacturing firms allowed to

continue. Production of automobiles was licensed, which meant that a firm

required a licensing approval in order to open a plant. It also meant that a firm’s

capacity of production was determined by the Government. During this period,

collaborations with foreign firms were encouraged. Table 1 illustrates the fact

that most firms existing in this period had some form of collaboration with

foreign firms. Table 1 also gives the details of the various firms that existed in

the industry during this time period and the product/s they manufactured.

b) 1970 – 1980

This was a period during which the overall growth rate of the two-wheeler

industry was high (around 15% per annum). Furthermore, the levels of

restriction and control over the industry were also high. The former was the

result of the steep oil price hikes in 1974 following which two-wheelers became

popular modes of personal transport because they offered higher fuel efficiency

over cars/jeeps8. On the other hand, the introduction of regulatory polices such

as MRTP and FERA resulted in a controlled industry. The impact of MRTP was

limited as it affected only large firms like Bajaj Auto Ltd. whose growth rates

- 9 -

were curbed as they came under the purview of this Act. However, FERA had a

more far-reaching effect as it caused foreign investment in India to be restricted.

In the motorcycle segment FERA did not cause technological stagnation9, as a

consequence of which, new products nor firms entered the market since this

segment depended almost entirely on foreign collaborations for technology. The

scooter and moped segments on the other hand were technologically more self-

sufficient and thus there were two new entrants in the scooter segment and three

in the moped segment.

c) 1981 – 1990

The technological backwardness of the Indian two-wheeler industry was one of

the reasons for the initiation of reforms in 1981. Foreign collaborations were

allowed for all two-wheelers up to an engine capacity of 100 cc. This prompted

a spate of new entries into the industry (Table 1) the majority of which entered

the motorcycle segment, bringing with them new technology that resulted in

more efficient production processes and products. The variety in products

available also improved after ‘broad banding’ was allowed in the industry in

1985 as a part of NEP.

This, coupled with the announcement of the MES of production for the two

wheeler industry11, gave firms the flexibility to choose an optimal product and

capacity mix which could better incorporate market demand into their

production strategy and thereby improve their capacity utilization and

efficiency.

- 10 -

These reforms had two major effects on the industry: First, licensed capacities

went up to 1.1 million units per annum overshooting the 0.675 million units per

annum target set in the Sixth Plan. Second, several existing but weaker players

died out giving way to new entrants and superior products.

d) 1991 – 1999

The reforms that began in the late seventies underwent their most significant

change in 1991 through the liberalization of the economy13. The two-wheeler

industry was completely deregulated. In the area of trade, several reforms were

introduced with the goal of making Indian exports competitive.

The two-wheeler industry in the nineties was characterized by a) an increase in

the number of brands available in the market which caused firms to compete on

the basis of product features15 and b) increase in sales volumes in the

motorcycle segment vis-à-vis the scooter segment16 reversing the traditional

trend17.

- 11 -

COMPANY PROFILE

- 12 -

PROFILE OF BAJAJ AUTO LTD

The Bajaj group came into existence during the turmoil and the heady

euphoria of India’s freedom struggle. Jamnalal Bajaj, founder of the Bajaj, was

a confidant and disciple of Mahatma Gandhi, and was deeply involved in the

effort for freedom. The integrity, dedication, resourcefulness and determination

to succeed, which are Characteristic of the company today, are often traced back

to its birth during those long days of relentless devotion to a common cause.

Kamalnayan, the eldest son of jamnalal Bajaj, succeeded his father in

1942, at the age of twenty-seven. Putting the nation before business, he devoted

himself to the latter only after India achieved independence in 1947. But when

he did so he put his heart soul into it. Within a short while, he not only

consolidated the group, but also diversified into various manufacturing

activities, elevating the group to status it enjoys till today.

Rahul Bajaj today heads the group. He has been the chief executive

officer of Bajaj since 1968 and is recognized as one of the most outstanding

business leaders in India. As dynamic and ambitious as his illustrious

predecessors, he has been recognized for his achievements at various national

and international forums.

Bajaj motorcycle growth at 35% - continues at over twice the industry growth

rate (estimated) of 17%, taking Bajaj motorcycle market share to an all time

high of approximately 33.1% in February '06.

- 13 -

The Bajaj CT 100 at 80,683 units continues to lead the price segment, as do the

Bajaj Pulsar DTS-i twins and the Bajaj Avenger DTS-i at 33,995 units in the

performance segment.

The Bajaj Discover twins at 58,761 units continue to experience greater demand

than supply.

Capacity expansion to 250,000 motorcycles / month by April '06 will coincide

with launch of a new value segment motorcycle during this month.

Strong 3-wheeler & Export performance is expected to be sustained in the

foreseeable future.

Bajaj Board was met on Friday 10th March '06, to consider sales and financial

targets for FY 07.

Bajaj Auto to launch a Rs. 1 Lakh Bike

Reports in the media are claiming that Bajaj Auto is testing a motorcycle, which

is expected to go on sale at a market price of around Rs. 1 Lakh. Interestingly,

Tata Motors on their part are working on developing an automobile around this

price tag. This goes on to show the complicated economy of our land. While

there is a strong consumer base for high performance expensive bikes, there are

tons of people who would be lured by a cheap 4-wheeler around the same price.

Bajaj Auto is learnt to be close to launching a 250cc motorcycle with a price tag

close to the magical mark of Rs 1 lakh. If everything goes on right, Bajaj is

expected to showcase this motorcycle at the upcoming Auto-Expo show in

January next year. Bajaj also manufacturers an Indian version of the previously

known as Kawasaki Eliminator called Bajaj Avenger.

- 14 -

Group Companies

Bajaj Auto is the flagship of the Bajaj group of companies. The group

comprises of 27 companies and was founded in the year 1926.

The companies in the group are:

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.

Jamnalal Sons Pvt. Ltd. Bachhraj & Company Pvt. Ltd.

Hind Lamps Ltd. Bajaj Ventures Ltd.

The Hindustan Housing Co Ltd. Bajaj International Pvt Ltd.

Bajaj Allianz General Bajaj Allianz Life Insurance

Insurance Company Ltd. Bombay Forgings Ltd.

- 15 -

Bajaj Auto Ltd.

Chairman & Managing Director Rahul Bajaj

Vice Chairman Madhur Bajaj

Address Bajaj Auto Ltd. Akurdi, Pune 411035

Phone 27472851

Fax 020 - 27473398

E-mail [email protected]

Website http://www.bajajauto.com/

Business Manufacturers of Scooters, Motorcycles

and Three-wheeler vehicles and spare

parts thereof.

Mukand Ltd.

Chairman Rahul Bajaj

Managing Director Rajesh V. Shah

Managing Director Niraj R. Bajaj

Address Mukund Ltd. Bajaj Bhavan, Jamnalal

Bajaj Marg 226, Nariman Point, Mumbai

400 021

Phone 22021060 / 22021025

Fax 91-22-22021174

E-mail [email protected]

Website http://www.mukand.com/

- 16 -

mailto:[email protected]

http://www.mukand.com/

BOARD OF DIRECTOR

Rahul Bajaj (Chairman)

Madhur Bajaj(Vice Chairman & Whole-Time Director)

Rajiv Bajaj (Management Director)

Sanjiv Bajaj (Executive Director)

Kantikumar R. Podar (Director)

Shekar Bajaj (Director)

D. J. Balaji Rao (Director)

D. F. Mehta (Whole time Director)

J. N. Godrej (Director)

S. H. Khan (Director)

Miss Suman Kirloskar (Director)

Naresh Chandra (Director)

Nanoo Pamnani (Director)

- 17 -

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

Tarun Das (Director)

Manish Kujniwal (Director)

AUDIT COMMITTEE

S. H. Khan (Chairman)

J. N. Godrej

Nanoo Pamnani

D. J. Balaji Rao

Naresh Chandra

SHARE HOLDERS AND INVESTORS GRIEVANCES COMMITTEE

D. J. Balaji Rao (Chairman)

J. N. Godrej

Naresh Chandra

- 18 -

REMUNERATION COMMITTEE

D. J. Balaji Rao (Chairman)

S. H. Khan

Naresh Chandra

- 19 -

Awards Achieved by Bajaj Auto

Product Award Year By

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


Bajaj Pulsar

DTS-i Bike of

the Year 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

- 20 -

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


- 21 -

Bajaj Boxer AT

KTEC BBC

World Wheels

Award for

Best Two

Wheeler under

Rs 30,000


Bajaj Pulsar -

Motorcycle Total

Customer

Satisfaction

Study

2003 NFO Automotive

Bajaj Pulsar -

Bike of the year


Bajaj Pulsar -

Most exciting

bike of the year

2002 OVERDRIVE Awards

Bajaj Eliminator

- Bike of the

year


Bajaj Eliminator

- Most exciting

bike of the year


- 22 -

Award Year By

All India Trophy for Highest

Exporter

1998-

99

EEPC

Focus LAC Award for

Outstanding Performance

1998-

99

India Trade Promotion

Organization

Export Excellence 1998-

99

EEPC

Certificate of Merit 1998-

99

India Trade Promotion

Organization

Award for Export Excellence 1997-

98

EEPC


98

MCCIIA

All India Trophy for Highest

Exporter

1997-

98

EEPC

Top Exporter Shield - Western

Region

1996-

97

EEPC


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- MCCIA

- 23 -

96

Top Exporter Shield - Western

Region

1995-

96

EEPC


96


of Commerce


95

EEPC

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


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


94

EEPC

Capital Goods Export 1992-

93

EEPC

Regional Special Shield -

Capital Goods Category

1990-

91

EEPC

Certificate of Export

Excellence

1986-

87

EEPC

- 24 -


Recognition

1980-

81

EEPC


Recognition

1979-

80

EEPC


80

EEPC


79


of Commerce


Recognition

1978-

79

EEPC


78

EEPC


Recognition

1977-

78

EEPC

Export Promotion 1976 FICCI

Golden Jubilee Export Year

Award

1976 FICCI


76

EEPC

Safety Award Year By

- 25 -

Meritorious Performance in Industrial

Safety

for three consecutive years

2001 National Safety

Council

Certificate of Excellence 2001 National Safety

Council

Achieving Lowest Average Frequency

Rate


Award


Rate


Award


Safety



Council

Achieving Longest Accident-free

Period under Heavy Engineering

Industries Group


Council


Safety



Council



Industries Group

1998 Council of

Industrial Safety


Rate


Award


Safety



Council

Achieving Lowest Frequency Rate 1997 Council of

- 26 -

under Heavy Engineering Industries

Group

Industrial Safety



Industries Group

1997 Council of

Industrial Safety

Longest Accident-free Period 1992 Council of

Industries,

Mumbai

Best Safety Performance 1989 CII

Longest Accident-free Period 1987 National Safety

Council

- 27 -

Milestones

2005

December Bajaj Dicsover launched

June Bajaj Avenger launched

February Bajaj Wave launched

2004

Sept/Oct 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.

- 28 -

DEALER PROFILE

- 29 -

PAREKH AUTO

ESTABLISHMENT:

On August 25th 2004, PAREKH Auto authorized dealer of Bajaj. The

Bajaj reasonal manager of the Karnataka and Goa inaugurated it at that time.

LAND:

Land plays an important role in the establishment of showroom. It is an

Important to start an organization or it is an important role to develop of the

Concern.

CORPORATE IDENTITY:

It means the company has its policy in respect of land, building, and

timing of showroom.

Factors to be considered before starting a showroom as per corporate identity.

1) LOCATION:

Location is very important because to know the number of vehicles in

that area, type of Customers and whether the highway or city’s well know

road is passing throughout the location or not.

- 30 -

2) BUILDING:

Before constructing a building the following points are taken into

Account.

a) Nature of soil and foundation.

b) The level of ground.

3) MACHINERY:

To install the equipment’s improper place the lay out is drown. It is

depend the amount of capital and the space required in the

building.

4) LABOR:

The labors are the main pillars of any organization. The

effectiveness and efficiency of any organization depends upon the

selection of efficient workers.

5) COMPETITION:

Competition makes the organization to improve quality and better

service to customers.

6) WATERAND ELECTRICITY:

Water and electricity are necessary for workshop. It helps in

proving better servicing of vehicles.

- 31 -

SPECIFICATON OF CORPORATE IDENTITY

1) The maximum width of showroom is 58 feet.

2) Inside the showroom up to 5 Grey color should be painted and above that

White Color.

3) Within the Grey color 3 strips of blue color must be drawn with Bajaj words

and symbol.

4) These 3 strips consist of 3 color

a) Sky blue

b) Light blue

c) Navy blue

5) These strips should not be disturbed means hanging of photo calendar or any

other thing should not be made on these 3 strips.

6) Every service station ( Work shop should be painted with Grey color up to 6

feet And above that white paint ).

7) They should hang on the details of Bajaj vehicles in service station means

Pictures of vehicle parts, details of spares, wiring diagram, etc.

- 32 -

SORROUNDING AREA

PAREKH Auto is situated at such a place which is known for its

Business.

As well as known that the showroom is on the city’s most popular and

well known road i.e., B.L.D.E road which goes to the most popular B.L.D.E

hospital and Its college.

COMPITATORS:

a) Escort Yamaha (opposite to head post office)

b) TVS (Krishna automobile opposite Laxmi Temple m g road)

c) Kinetic Engineering (station road)

d) Hero Honda (adath bazaar)

ORGANIZATION

To provide better service to its customers the organization is

divided into the following section:

1) Sales

2) General insurance

3) Auto Finance from Ashoka Leyland

4) Two Workshops

5) Account Department

6) Spare parts section

7) Stores

- 33 -

WORKER’S SPECIFICATIONS

The number of worker’s working in the showroom is as follows :

Job specification Number o employees

Sales 6

Accountant 2

Clerk 1

General Insurance 1

Spare Parts 3

Supervisors 2

Head Mechanics 4

Assistant Mechanics 10

Manager for Workshop 1

Security 1

LABOR

It is also called as human resource. It plays an important role in case of

service oriented units. The efficient organization depends upon the selection of

efficient worker’s.

Labor’s are considered as pillars no the organization. So now a days

every organization is making a separate department called HRD to look after the

welfare of the worker’s.

1) Recruitment

2) Training

3) Incentives etc

- 34 -

RECRUITMENT

To perform the functions of sales, temporary registration, Insurance and

customer follow up the showroom requires skilled labors.

To recruit these candidates the PAREKH Auto has 2 sources

INTERNAL SOURCE

Internal source means the candidates are recruited by giving promotion to

existing persons the candidates are selected by way of promotion.

EXTERNAL SOURCE

External source means the candidates are chosen from the external world

with the help of press advertisement.

1) Advertisement

To make an open offer to all those who are well qualified and

experience, the showroom gives press advertisement about the

vacancy available.

2) Qualification

Depending upon their position The PAREKH Auto gives the

preference to the educational qualification.

- 35 -

3) Experience

This is very important in case of mechanics. Mechanics should

have sufficient knowledge about 2 wheelers.

4) Application

Interested people can send their application to showroom. It

should reveal clear picture about person.

5) Interview

After the scrutiny of application the person will be called for

personal interview.

Showroom requires 2 types of labor

1) Showroom staff

3 salesmen

2 accountants

1 clerk

1 general insurance

1 auto finance

2) Mechanics

Effective service of a showroom depends upon the skilled and

experienced mechanics. They must be a diploma holder in automobile

or experienced in automobile field

- 36 -

TRIAINING PROGRAMS

BAJAJ AUTO is innovative in nature. It launches every now and then a

new vehicle to satisfy the customer according to marked fluctuation of 21 st

century. The mechanics of the showroom should also keep track with

company’s new vehicle. There arises the need for training.

Training is necessary not only to mechanics but also to showroom staff

like sales, customers follow up

So PAREKH Auto has divided the training programs into 2 parts

1) Showroom staff 2) Mechanics

Training to showroom staff involves

1) Sales men Training:

To give proper knowledge about how to approach, how to talk. How to

make body gestures with the customer’s, the company conducts the

salesman training. Besides these, the company’s expert salesman gives

suggestions about improvement, the visit each 60 days. These types of

training helps to mould a person behavior and communication skills.

2) Customer follows up training:

These training’s are conducted to give knowledge about the customers

follow up. These types of training help in converting

“Quotation” into “Purchase of vehicle”.

- 37 -

TRAINING TO MECHANICS

It has been divided into 2 types. They are

To showroom Mechanic:

PAREKH Bajaj will arrange training to its newly appointed

mechanics in other well-known service stations. Indi, Chadchan, Sindagi &

Horthi

To outside Mechanics:

Whenever the company the showroom launches a new vehicle will

conduct the mechanic meet where n local mechanics are also called to get

knowledge about new vehicle. Such as they conducted for BAJAJ CT100.

So for the showroom has conducted so many mechanics meet

1) Mechanics meet for the BAJAJ Discover

2) Mechanics meet for CT 100

3) Mechanics meet for Wave

- 38 -

FUNCTIONS OF SHOWROOM

The functions of showroom are:

1) CUSTOMER FOLLOWUP

Customer follow-up means it is a communication skill of showroom

which makes the customer to purchase the vehicle.

Procedure

a) Customer visit to showroom

When a customer visits this showroom to take quotation his name is

entered in the customer following up forms. These forms are store in the

file.

b) Follow up begins:

The customer follow up forms stored in files are kept in the rack, which is

divided in 3 parts.

The forms in the first part are opened on third day from the date of

quotation and attractive letter is written to the customer.

After writing the letter the forms are shifted to second part. The forms

are depending after 7 days and letter is posed to customer. Once again

the forms are shifted to third party. The forms are opened after 11 days at

this time showroom send one person to meet customer directly. If the

customer is local resident having with phone then he is contacted on

phone.

- 39 -

2) SALES:

The person intending to purchase the vehicle will visit the showroom

And makes the Selection of vehicle. The sales manager writes the

customer name and address in Invoice and vehicle is left to the

customer.

After filling the information coupon he send the vehicle for pre delivery

in section. If it founds ok in pre delivery inspection report the key of the

vehicle is handed over to the customer.

3) BILLING:

On the day when the vehicle is taken the invoice is prepared in 3 copies,

first copy is in white color, second copy is in yellow, third copy is in

yellow, third copy is in white color.

If the purchase of vehicle is for cash both original and duplicate copy is

given to customer. But if there is hypothecation is bank then original

copy of invoice and one key is given to bank duplicate copy is given to

customer and 3rd copy is retained with showroom.

4) INSURANCE:

Before giving the delivery of the vehicle it should be insured. The

insurance policy is called as comprehensive policy. It meant if the vehicle

met with any accident of fire the vehicle owner will be indemnified by

the insurance company.

Procedure

1) Proposer has to fill the proposal form.

- 40 -

2) Both proposal and duplicate sale certificate is given to insurance

company

3) Insurance company will in turn give a cover note.

The policy is valid foe1 year. This policy has to be renewed every year

by the concerned party.

5) TEMPORARY REGISTRATION:

It is done in order to refer when the party goes for permanent registration.

It is valid for only 23 days from the date of applied after purchasing the

vehicle.

The party has to go for permanent registration after 28 th day. Otherwise

they will be convicted to fine of Rs. 250 for next 28 days. Even after

extra 28 days the party has registered then RTO will put fine of 1.1% to

2% of Rs. 20+265 for next 28 days.

Procedure

1) Two copies of sale certificate is prepared

2) Along with this form no. 18 is given to RTO for temporary

registration.

3) RTO will assess the forms and issues one temporary registration

certificate in form 19.

LOAN

- 41 -

The financial facility is extended to the employees of state Government

who desire to purchase two wheelers from PAREKH AUTO previously

this facility was extended by MSIL. Ashok Leyland Finance is now

rendering home finance. The central government employees and

employees of KSRTC can’t avail this facility. Besides this salary

certificates they should bring one granter from their side to complete the

legal procedure.

WORKSHOP

It is a place where the service of the vehicle takes place. To run this

PAREKH Auto has recruited some labors. They are

MECHANICS - 10 MEMBERS

HELPERS - 02 MEMBERS

SUPERVISORS - 01 MEMBER

SPARES SECTION - 03 MEMBERS

To provide quick and effective service PAREKH Auto has allotted the work

to the mechanics

3 – Mechanics for CT100

2 – Mechanics for Discover

3 – Mechanics for Pulsar

2 – Mechanics for Wave

RESPONSIBILITIES AND DUTIES OF SUPERVISOR

- 42 -

1) To write the problems of customers in the job card.

2) To take care of the customer until the vehicle is ready.

3) To maintain warranty claim register.

4) To give proper instructions to mechanics.

5) To make final testing of vehicle.

PROCEDURE OF SERVICING

When a customer enter the workshop with vehicle. His vehicle problem is

entered in the job card.

In the job card the name, frame number and engine number of the vehicle and

problems of vehicle are entered and supervisors receive the key and ask the

customer to come after few hours.

Tool Kits in Workshop

1) Spanner from 6 no. To 32 no. – 5 kits

2) Box spanner from 8 to 32 no. – 5 kits

3) Cutting player stand by – 1

4) Nose player stand by – 1

5) Lock plucked stand by – 1

6) Mockey player stand by – 1

7) Wire cutter stand by – 1

There are 8 sets of tools in PAREKH Auto. The PAREKH Auto also consists

of special tools for different vehicles. Which are enough in stock. The

company has its own generator for power disturbance problem.

- 43 -

AUTHORIZED SERVICE STATIONS OF PAREKH AUTOMOBILES

To increase the sales of BAJAJ vehicles PAREKH auto has established their

own authorized service stations in different area in Bijapur district. Now it has

5 authorized service stations at Indi, Muddebihal, Chadchan, Sindagi and Horti.

Procedure of appointing the authorized service station:

1) Press Advertisement:

They will first give advertisements about the establishment of the

service station in local newspaper the interested person will give their

application, which consists of:

- 44 -

APPLICATION

Sub :

Bio data :

Specification about area :

Area of garage :

Surrounding area :

Number of workers available :

Details about manpower :

2) These applications are scrutinized and assessed to select the

proper Person for service station. They will give more preference

for the persons

a. Family background

b. Finance strength

c. Area of service station.

3) Selected person is called for interview to assess the person’s

behavior and characteristics because the person must be very

communicative.

4) After few days the selected person gets the “appointment letter”

Of service station.

- 45 -

FINANCE AND ACCOUNTS

The showroom maintains accounts of different sections on computer package

known as Tally, which is modified to suit their requirements.

1) In spare section

2) In account section

3) In workshop

The whole and sole work is looked after by the accountant

Shri. J. M MINTRE

- 46 -

PRODUCT PROFILE

- 47 -

1) Bajaj Discover DTS-I

4) Bajaj Wave

- 48 -

http://www.premjis.com/ASPPAGES/scootexp.asp

5) Bajaj Chetak

6) Bajaj CT-100

- 49 -

2) Bajaj Pulsur DTS-I

Technical Specification of BAJAJ CT-100

Engine

Type 4 stroke

Cooling Type Air Cooled

Displacement 99.27 cc

Max Power 8.2 bhp( 6.03 kW) @ 7500 rpm

Max Torque 8.05 Nm @ 4500 rpm

Ignition Type C.D.I

Carburetor Keihin-Fie

Transmission Type 4 speed gear box

System 12 V, AC+DC

Head Light 35/35 W

Horn 12 V, DC

Chassis Type Tubular construction

Front Suspension Telescopic

Rear Suspension Swing arm type with dual co-axial springs (spring-

in-spring) and hydraulic shock absorbers

- 50 -

Front Tyre Size 2.75 x 17, 4/6 PR

Rear Tyre Size 3.00 x 17, 6 PR

Front Brakes Mechanical expanding shoe, Friction type

Rear Brakes Mechanical expanding shoe, Friction type

Fuel Tank Capacity 10.5 liters

Reserve Capacity 2.2 liters

Overall length 1945 mm

Overall width 770 mm

Overall height 1065 mm

Wheel Base 1235 mm

Kerb Weight 109 kg

- 51 -

PROJECT OVERVIEW

- 52 -

REASONS FOR STUDYING CONSUMER PERCEPTION

Consumer or buyer is the central figure of all marketing activities. The

ultimate objective of marketing strategy is to provide marketing mix to bring

about desired response from the customers. Therefore, the study of consumer or

buyer behavior is the basis for marketing plans and policies.

The mind decides and the body acts but what goes in mind of consumer is

difficult to understand. His mind is a black box wherein several influences

operate to decide his buying patterns with regards to a product or service. The

marketers need to understand fully the working of buyer, mind and device

suitable strategies to create negative or favorable orientation in the mind or

consumers.

Therefore, the reason or studying consumer perception is diverse so, if we

study the behavior and if we satisfy the consumer, there is no breakdown of

using product in market and it lead to good market coverage in the future.

- 53 -

PROJECT TITLE:

“CUSTOMER PERCEPTION TOWARDS BAJAJ CT-100 AT PAREKH AUTO (DEALER), BIJAPUR”

OBJECTIVES OF THE STUDY

1) To know the customer perception towards the BAJAJ CT-100.

2) To find out the factors which are highly influenced on the perception of

the customer.

3) To analyze the customers behavior regarding the price of the BAJAJ CT-

100.

4) To know the main factors influencing the customers to purchase the

BAJAJ CT-100.

5) To know the most effective advertising media of the BAJAJ Two

wheelers.

6) To find the problems faced by the customer regarding the performance of

the BAJAJ CT-100.

- 54 -

SCOPE OF THE STUDY

The study was undertaken to gather information form the public about the

perception toward BAJAJ CT-100.

1) The study emphasizes on the customers perception BAJAJ CT-

100

2) To know the degree of customer satisfaction regarding BAJAJ

CT-100 and also the factors in which some of the customers

dissatisfied. To understand the yearning needs of the customer

to make necessary changes to fulfill the customer requirements.

3) Change of the customer taste and wants

- 55 -

METHODOLOGY OF RESEARCH

The research design chosen was descriptive in nature as it involved

effectiveness study to determine the customer perception towards BAJAJ CT-

100 since the population in Bijapur is very vast; it is difficult to carry out 100%

study with in a limited time period. Hence sample survey technique of method

was adopted for the study fieldwork was carried out to collect the necessary

data (through scheduled questions/personal interview).

- 56 -

MARKETING RESEARCH

Marketing Research according to American Marketing Association is defined as

“the function, which link the consumer, customer and public to the marketer

through information, information used to identify the define marketing actions,

monitor marketing performance and improve understanding of marketing as a

process.”

Marketing Research is systematic design collection analysis and reporting

of data relevant to a specific marketing situation facing an organization. Every

marketer needs research. Marketing research engage in a wide variety of

activities, ranging from market potential and market share studies, to

assessments of customer satisfaction and purchase behavior to studies of

pricing, product, distribution and promotion activities.

Although most large companies have their marketing research

departments, they often use outside firms to do special research takes as special

studies. A company with no research department hasn’t bought the series of

research firms.

- 57 -

STEPS IN RESEARCH DESIGN PROCESS

The below diagram explains the research design process:

- 58 -

Select the measurement techniques

Estimation of value of information to the provided by the research

Select the data collection method

Select the sample

Define the Research problem

Select the analytical approach

Specify the time and the financial cost

Evaluate the ethics of the report

Prepare the research proposal

CUSTOMER PERCEPTION

Introduction:

The term Customer Perception refers to the behavior that the consumer

display in purchasing, evaluating and disposing of product and service that the

consumer expect will satisfy the need. The study of consumer perception is the

study of how an individual make decision and perceive to spend his available

resources (time, money, effort) on consumption of related items.

We see, hear, listen and feel the external stimuli through the five sense

organs, organize the information and make meaning out of in this process,

interpreting stimuli is called perception.

Edvin Newmen in 1976 stated that “A consumer is a born every ten

seconds”. Therefore, it is important to know how he perceived and how the

consumer feels about the product in every span ten seconds. Thus human

behavior determined by one’s perception.

- 59 -

DETERMINANTS OF COSTOMER PERCEPTION

A marketer is always understood to know how Customer’s respond to

various marketing stimuli. The following are the determinants,

a. Product

Customers while buying something looks for product’s intrinsic

and extrinsic features quality, durability, design and packaging.

b. Price

Price is a significant factor while purchasing bike or any other

product. Some customers look for high priced goods and some

look for low priced goods. All these should match with the quality,

function, durability and other features of the products.

c. Place

Customers would like the product, which they wish to purchase; to

be available conveniently and at all places. So place is also an

important factor.

d. Promotion

When the product faces competition promotion activities play a

key role in the sales of the product as the product here is a bike

brand image is very important.

e. Brand Image

Customers definitely look at the brand image of the product in the

market as there lots of other brands; Customers would invariably

look for brand image of the product then purchase the product. So

brand image plays a prominent role.

- 60 -

ANALYSIS AND INTERPRETATION

- 61 -

Occupation

Occupation RespondentsBusiness

man25

Professional 15Students 20Others 40

Figure -1

INTERPRITATION

Majority of BAJAJ CT-100 customers are Businessman who

contribute for 35%, 25% are professionals, 20% students and remaining others.

- 62 -

Age of Customer

Age Respondents19-25 2026-35 4036-45 25

46 & above 15

Figure-2

Most of the respondents (Users of Bajaj CT-100 Vehicle) belong to the

age group of 26-35 is 40%, 20% Belongs to 15-25, 25% belongs to 36-45, and

the rest belong to the group of 46 and above.

- 63 -

Do you own any other two-wheeler before purchasing the BAJAJ?

Opinion Respondent

Yes 55No 45

Figure-3

Nearly more than half of the customers who now own BAJAJ CT-100

vehicle had used another vehicle before.

- 64 -

If yes, what model you had?

Model RespondentBAJAJ 25

HERO HONDA 10YAMAHA 5

TVS 10KINETIC 0OTHERS 5

Figure-4

Majority of the customers who buy BAJAJ CT-100 they had used BAJAJ

vehicle before, 10% belongs to Hero-Honda, 5% belongs to Yamaha, 10%

belongs to TVS and the rest belong to the others.

- 65 -

State the reason to change your two-wheeler?

Reason RespondentAfter Sale Services 10

Vehicle Performance 20Frequency of Repairs 15

Others 10

Figure-5

Majority of customer who changed their vehicle because of performance

of the vehicle, 10% after sale service, 15% frequency of repair and rest belongs

to others.

- 66 -

What made you to purchase CT-100?

Reason RespondentMileage 55Design 10Price 20

Maintenance 15Others 0

Figure-6

Majority of BAJAJ CT-100 vehicle users are very proud about its

mileage 55% & 10% of customers like its Design, 20% customers comfortable

with the price, 15% of customers like their vehicle for its maintenance.

- 67 -

What do you think about price range as compare to other vehicles in the

same segment?

Opinion Respondent

Very High 0

High 10

Normal 70

Low 20

Figure-7

Majority of the customer are satisfied with the price range as compared to other

vehicle in the same segment. 10% feel High, 20% feel low.

- 68 -

How do you come to know about this product?

Opinion RespondentFamily Members 10

Newspaper 25Friends 20

Television 45Others 0

Figure-8

From the above it can be observed that most of the respondents come to

know BAJAJ CT-100 by television advertisement, 10% by family members,

25% by newspapers and remaining 20% by friends.

- 69 -

Where do you use your CT-100?

Opinion RespondentCity 30

Outside City 25Both 45

Figure-9

The above data shows that 45% of them use their two-wheeler both city

and outside city, 30% of them travel within the city, 25% mainly outside the

city.

- 70 -

Are u satisfied with the performance of your CT-100?

Opinion RespondentYes 70No 30

Figure-10

The majority of respondents are satisfied with the performance of the

BAJAJ CT-100 is 70%. Only 30% are not satisfied.

- 71 -

If no Why?

Opinion RespondentMileage 0Pickup 10

Maintenance 5Others 15

Figure-11

Majority of BAJAJ CT-100 customers, 10% of customers feel pickup is

not good, 5% of customers feel maintenance is high and rest belongs to others.

- 72 -

You are satisfied with the variety of colors of CT-100 provided by the

company?

Opinion RespondentStrongly agree 20

Agree 30Neutral 25

Satisfactory 25Disagree 0

Figure-12

The colors of CT-100 provided by the Company, 20% of the respondents

strongly agree, 30% are Agree, 25 are Neutral, 25% satisfactorily, 0% are

disagree.

- 73 -

Do you want any additional features in BAJAJ CT-100?


Figure-13

From the above it can be observed that most of the respondents don’t

need additional features and 40% of the respondents they want additional

features in CT-100.

- 74 -

If yes what are those features?

Opinion RespondentPickup 5

Aesthetic look 5Wide tires 10

Others 20

Figure-14

The about chart shows that 5% customers want extra pickup, 5% of

customers need aesthetic look, 10% of customers need wide tires and remaining

belonging to others.

- 75 -

CT-100 is a quality product of BAJAJ Company.

Opinion RespondentStrongly agree 10

Agree 30Neutral 25

Satisfactory 25Disagree 10

Figure-15

10% of customers are strongly agree, 30% of the customers are agree,

25% of the customer are neutral, 25% of the customer satisfactory and

remaining are belongs to disagree.

- 76 -

Do you have any problem with the CT-100?


Figure-16

The majority of the people are not having the problem. 30% of customers

say they have problem with the bike.

- 77 -

If yes what are such problem?

Opinion RespondentLock system 5Suspension 10Head light 5

Others 10

Figure-17

5% of respondents say that they have problem with the lock system, 10%

respondent says suspension, 5% respondent says headlight and remaining

belongs to others.

- 78 -

Figure-18

The service provided by the dealer, 41% of the respondents strongly

agree, 32% are Agree, 24% satisfactorily, 3% are disagree.

- 79 -

Figure-19

Majority of the respondents feel that the behavior of the staff in service

station is satisfactory i.e., 70% and 20% respondents agree, 10% satisfactory

and 0% disagree.

- 80 -

Figure-20

The majority of respondents are satisfied with the location of the

showroom. Only 3% are not happy.

- 81 -

Do you suggest anybody to purchase CT-100?

Figure-21

The majority of respondents are said yes and remaining said they

are not suggested to anybody.

- 82 -

FINDINGS

According to the information collected by me during the survey the following

are the findings about BAJAJ CT-100. The study was restricted to the people of

Bijapur city.

1. 70% of Customers are satisfied with the performance of BAJAJ CT-

100.

2. Most of the respondents feel that the main factor that made them to

buy BAJAJ CT-100 for its mileage.

3. Majority of respondent are came to know BAJAJ CT-100 by

Television advertisement it implies that BAJAJ CT-100 advertisement

is very effective to the people.

4. Most of the respondents are says that they don’t want any additional

feature in BAJAJ CT-100.

5. Majority of the respondents are says that the weight of the BAJAJ CT-

100 is less.

6. Most of the respondents are using their BAJAJ CT-100 in city and

also outside city.

7. Most of the respondents are feel BAJAJ CT-100 two wheeler is the

quality product of BAJAJ Company.

8. Majority of the people says that they are not having any problems with

BAJAJ CT-100.

- 83 -

CONCLUSION

This survey on customer perception towards BAJAJ CT-100 helped me to

understand various pattern of buyer behavior. It also enhanced my knowledge

regarding various factors which influence the buyer behavior the analysis of the

survey helped me to certain loopholes, which can be removed by taking certain

immediate steps.

- 84 -

RECOMMENDATIONS

1. Some of the respondents are not satisfied with the BAJAJ CT-100 so

necessary steps like colure, performance should be taken to rectify this

problem.

2. Some of the respondents want additional feature in BAJAJ CT-100

regarding wide tires and to increase the weight, head light of the bike.

3. 70% of the respondents are satisfied with the BAJAJ CT-100 where as 30%

of the respondents are dissatisfied. So this 70% customer’s satisfaction

should

reach to 100%.

4. To attract the customer company should take necessary sales promotion

Activities. Like in Hero Honda they started passbook the co should adapt

this type of ideas.

5. The quality of the BAJAJ CT-100 should be increased to satisfy the

remaining customers.

6. BAJAJ company should give attractive and creative advertisements in

newspaper for attract the more people and to increase the more Market

share

- 85 -

LIMITATIONS

1. The Research was conducted only for Bijapur City so the conclusions

made are applicable to only Bijapur city.

2. The sample size was restricted to only 100, BAJAJ CT-100 customers.

3. The information contained in this report may slightly vary with the

actual, since the data and information is provided approximate and

may lack accuracy, so it should be verified before implementation.

4. The duration of the study was restrained and was under given

condition.

- 86 -

ANNEXURE

- 87 -

QUESTIONNAIRE

I am Kewal k Vernekar student of BBM,.Chetana institute of

management advancer As part of our academic curriculum, I am undertaking

project on “Customer Perception Towards BAJAJ CT–100”. Please spare your

few minuets to fill up this interview schedule. The information given by u here

in will not be revealed anywhere.

Name :

Address :

Occupation :

Age : a) 19-25 years b) 25-35 years

c) 36-45 years d) 46 years & Above

1. Did you own any other two-wheeler before purchasing CT-100 ?

a) Yes b) No

If yes, what model you had ?a) Bajaj b) Hero-Honda

c) Yamaha d) TVS

e) Kinetic f) Others (Specify)

2. State the reasons to change your two-wheeler

a) After sale services b) Vehicle performance

c) Frequency of repairs d) others (Specify)

- 88 -

3. What made you to purchase CT-100?

a) Mileage b) Design

c) Price d) Maintenance

e) Others (Specify)

4. What do you think about the price range as compared to other vehicles

in the same segment?

a) Very high b) High

c) Normal d) Low

5. How do you come to know about this product?

a) Family members b) Newspaper

c) Friends d) Television

e) Others (Specify)

6. Where do you use your CT-100?

a) City b) Out side city

c) Both

7. Are you satisfied with the performance of your CT-100?

a) Yes b) No

If no, why?a) Mileage b) Pickup

c) Maintenance d) Others (Specify)

8. You are satisfied with the variety of colors of CT-100 provided by the

company

a) Strongly agree b) Agree

- 89 -

c) Neutral d) Satisfactory

e) Disagree

9. Do you want any additional features in BAJAJ CT-100?

a) Yes b) No

If yes, what are those features?

a) Pickup b) Aesthetic look

c) Wide tires d) Others (Specify)

10. CT-100 is a quality product of BAJAJ company


c) Neutral d) Satisfactory e)

Disagree

11.Do you have any problems with the CT-100?

a) Yes b) No

If yes, what are such problems?

a) Lock system b) Suspension

c) Head light d) Others (Specify)

12.Are you satisfied with the service provided by the Parekh Auto?


c) Neutral d)Satisfactory

e) Disagree

- 90 -

13. Are you satisfied with the behavior of the staff?


c) Neutral d) Satisfactory

e) Disagree

14. The location of the showroom convenient to you

a) Yes b) No

15. Do you suggest anybody to purchase CT-100 ?

a) Yes b) No

If no, specify _____________________________________________

THANK YOU FOR YOUR KIND CO-OPERATION

Place :

Date : Signature

- 91 -

BIBLIOGRAPHY

MARKETING RESEARCH

DONALD TULL AND DELL I HAWKINS

MARKETING MANAGEMENT PHILIP KOTLER

CONSUMER BEHAVIOUR IN INDIAN PROSPECTIVE

SUJA. R. NAIR.

WEBSITES

WWW.BAJAJAUTO.CO.IN

WWW.GOOGLE.COM

COMPANY BROUCHERS AND DOCUMENTS

- 92 -

http://WWW.GOOGLE.COM/

http://WWW.BAJAJAUTO.CO.IN/

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