Umesh Report

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Vivekanand college for BBA

A

STUDY

ON

To Measure the Level of Satisfaction of Bajaj motors InSurat city

(Conducted on behalf of Gujarat automobiles, Surat)(From 1st January, 2010 to 1st March, 2010)

A Project Report submitted in partial fulfillment of the requirementsFor the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION,

VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT

Submitted By:MOVALIA UMESH BHIKHABHAI

T.Y.B.B.A. (SEM VI)

Under the Guidance ofMR. HARSHESH PATEL

Lecturer in management

Submitted To

VIVEKANAD COLLEGE FOR BBA(ABHINAV EDUCATION TRUST-SURAT)

March 2009-10

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DECLARATION

I, UMESH BHIKHABHAI MOVALIA., here by declare that the project

report entitled Satisfaction level of all Customer of Bajaj automobile pvt. Ltd.

Under the guidance of Prof. Harshesh Patel & Prof. Prakash Tank submitted in

partial fulfillment of the requirement for the award of the degree of Bachelor of

Business Administration to Veer Narmad South Gujarat University, Surat is my

original work research study carried out during 1st January, 2010 to 1st March,

2010 and not submitted for the award of any other degree/diploma of other similar

titles of price to any other institution/ organization of university by any other person.

Place: Jahangirpura Movalia Umesh B.

Date: _____________

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AKNOLEDGEMENT

I would like to thank Vivekanand College for B.B.A College of Business

Administration for providing me opportunity for Project in this organization.

It was great pleasure to complete my project in the healthy and co-operative

atmosphere of Gujarat Automobiles, Surat. I enjoyed doing my project under the

guidance of well-experienced, intelligent, hard working and ambitious team, which

will be a memory forever. I am greatly indebted to all the management and staff

members of Gujarat Automobiles for the valuable guidance provided by them during

my Winter Training.

I wish to express my deep sense of gratitude to my director Mr. Harshesh Patel

without whose valuable co-operation this Project would have been practically

incomplete.

I would like to show my genuine appreciation for the support given by Mr.

Parixit and also to all the staff ofGujarat Automobiles, who provided me all the

information that I needed from time to time in course of my project.

Movalia Umesh B

T.Y.B.B.A (MARKETING)

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EXECUTIVE SUMMARY

I decide to serve on level of satisfaction because in this dynamic world, thereare many competitors available so I want to serve of customer because i want know

about customers opinion for bajaj auto pvt Ltd.

From below analysis I know about customers mind way because most ofcustomers are satisfied for mileage of bajaj bikes. And some people are dissatisfiedwith bajaj bikes engine condition and second value in future.

Few customers are dissatisfied with Gujarat automobile showroom becausethey are takes long time for services of bike and also for availabilities of showroomservices. Few of customers dissatisfied for technological knowledge of staff and othersome facilities of showroom. Few of customers dissatisfied for availability of color of

bike.

Most of peoples are satisfied with services, knowledge of staff, and all otherservices of Gujarat automobile showroom.

I found that most of peoples are satisfied because most of peoples are satisfiedfor Gujarat automobile showrooms services.

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INDEX

Sr. No. TITLE Pg. No.

1 INDUSTRY PROFILE2. COMPANY PROFILE

3. THEORICAL ASPECT

4. RESEARCH METHODOLOGY

3.1 RESEARCH OBJECTIVE

3.1 RESEARCH LIMITATION

3.2 BENEFITS OF STUDY

3.3 RESEARCH METHODOLOGY

3.4 SAMPLING

3.5 SAMPLING DESIGN

3.6 RESEARCH TOOLS5. DATA ANALYSIS

6. FINDING

7. CONCLUTION

8. RECCOMMENDATION

ANNEXURE

Questionnaire of the research

Bibliography:

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Automobile Industry History:

In the year 1769, a French engineer by the name of Nicolas J. Cugnot invented

the first automobile to run on roads. This automobile, in fact, was a self-powered,

three-wheeled, military tractor that made the use of a steam engine. The range of the

automobile, however, was very brief and at the most, it could only run at a stretch for

fifteen minutes. In addition, these automobiles were not fit for the roads as the steam

engines made them very heavy and large, and required ample starting time. Oliver

Evans was the first to design a steam engine driven automobile in the U.S.

A Scotsman, Robert Anderson, was the first to invent an electric carriage

between 1832 and 1839. However, Thomas Davenport of the U.S.A. and Scotsman

Robert Davidson were amongst the first to invent more applicable automobiles,

making use of non-rechargeable electric batteries in 1842. Development of roads

made travelling comfortable and as a result, the short ranged, electric battery driven

automobiles were no more the best option for travelling over longer distances.

The Automobile Industry finally came of age with Henry Ford in 1914 for the

bulk production of cars. The several methods adopted by Ford, made the newinvention (that is, the car) popular amongst the rich as well as the masses.

According the History of Automobile Industry US, dominated the automobile

markets around the globe with no notable competitors. However, after the end of the

Second World War in 1945, the Automobile Industry of other technologically

advanced nations such as Japan and certain European nations gained momentum and

within a very short period, beginning in the early 1980s, the U.S Automobile Industry

was flooded with foreign automobile companies, especially those of Japan and

Germany.

The current trends of the Global Automobile Industry reveal that in the developed

countries the Automobile Industries are stagnating as a result of the drooping car

markets, whereas the Automobile Industry in the developing nations, such as, India

and Brazil, have been consistently registering higher growth rates every passing year

for their flourishing domestic automobile markets.

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http://www.economywatch.com/world-industries/automobile/http://www.economywatch.com/world-industries/automobile/


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COMPANY PROFILE

History:

Bajaj Auto is a majorIndian automobile manufacturer started by a Rajasthan

merchant. It is world's fourth largest manufacturer of two-wheelers and India's second

largest two wheeler manufacturerand the world's 4th largest two- and three-wheeler

maker.

It is based in Pune, Maharashtra, with plants in Akurdi and Chakan (Pune),

Waluj (near Aurangabad) and Pantnagar in Uttaranchal. Bajaj Auto makes and

exports motorscooters, motorcycles and the auto rickshaw.

The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1946.

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 in the motorcycle segment.

The company is headed by Rahul Bajaj who is worth more than US$1.5 billion.

Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj

Trading Corporation Private Limited. It started off by selling imported two- and three-

wheelers in India. In 1959, it obtained license from the Government of India to

manufacture two- and three-wheelers and it went public in 1960.

In 1970, it rolled out its 100,000th vehicle. In 1977, it managed to produce andsell 100,000 vehicles in a single financial year. In 1985, it started producing at Waluj

in Aurangabad. In 1986, it managed to produce and sell 500,000 vehicles in a single

financial year. In 1995, it rolled out its ten millionth vehicles and produced and sold 1

million vehicles in a year.

Product launce in every year

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http://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Automobilehttp://en.wikipedia.org/wiki/Rajasthanhttp://en.wikipedia.org/wiki/Punehttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Chakanhttp://en.wikipedia.org/wiki/Aurangabad,_Maharashtrahttp://en.wikipedia.org/wiki/Pantnagarhttp://en.wikipedia.org/wiki/Uttaranchalhttp://en.wikipedia.org/wiki/Motorscootershttp://en.wikipedia.org/wiki/Motorcycleshttp://en.wikipedia.org/wiki/Auto_rickshawhttp://en.wikipedia.org/wiki/Forbes_Global_2000http://en.wikipedia.org/wiki/Rahul_Bajajhttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Aurangabad_District,_Maharashtrahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Automobilehttp://en.wikipedia.org/wiki/Rajasthanhttp://en.wikipedia.org/wiki/Punehttp://en.wikipedia.org/wiki/Maharashtrahttp://en.wikipedia.org/wiki/Chakanhttp://en.wikipedia.org/wiki/Aurangabad,_Maharashtrahttp://en.wikipedia.org/wiki/Pantnagarhttp://en.wikipedia.org/wiki/Uttaranchalhttp://en.wikipedia.org/wiki/Motorscootershttp://en.wikipedia.org/wiki/Motorcycleshttp://en.wikipedia.org/wiki/Auto_rickshawhttp://en.wikipedia.org/wiki/Forbes_Global_2000http://en.wikipedia.org/wiki/Rahul_Bajajhttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Aurangabad_District,_Maharashtra


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BAJAJ AUTOMOBILES

Year Details1997 Kawasaki Bajaj Boxer, Rear Engine Diesel Auto rickshaw

1998Kawasaki Bajaj Caliber, Bajaj Legend, India's first four-strokescooter, Bajaj Spirit

2000 Bajaj Saffire2001 Eliminator,Bajaj Pulsar

2003 Caliber115,Bajaj Wind 125, Bajaj Pulsar

2004Bajaj CT 100, New Bajaj Chetak 4-stroke with Wonder Gear, BajajDiscover DTS-i

2005 Bajaj Wave,Bajaj Avenger, Bajaj Discover

2006 Bajaj Platina

2007Bajaj Pulsar-200 (Oil Cooled), Bajaj Kristal, Bajaj Pulsar 220 DTS-Fi(Fuel Injection) , XCD 125 DTS-Si

2008

Bajaj Discover135 DTS-i - sport (Upgrade of existing 135 model)

2009Bajaj Pulsar 135(December 9)[6](January) Bajaj XCD 135 cc , BajajPulsar 150 DTS-i UG IV, Bajaj Pulsar 180 DTS-i UG IV, Bajaj Pulsar220 DTS-i , Bajaj Discover 100 DTS-Si.
http://en.wikipedia.org/w/index.php?title=Kawasaki_Bajaj_Boxer&action=edit&redlink=1http://en.wikipedia.org/wiki/Kawasaki_Bajaj_Caliberhttp://en.wikipedia.org/wiki/Bajaj_Legendhttp://en.wikipedia.org/w/index.php?title=Bajaj_Spirit&action=edit&redlink=1http://en.wikipedia.org/wiki/Bajaj_Saffirehttp://en.wikipedia.org/wiki/Kawasaki_Eliminatorhttp://en.wikipedia.org/wiki/Bajaj_Pulsarhttp://en.wikipedia.org/w/index.php?title=Caliber115&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Bajaj_Wind&action=edit&redlink=1http://en.wikipedia.org/wiki/Bajaj_Pulsarhttp://en.wikipedia.org/wiki/Bajaj_CT_100http://en.wikipedia.org/w/index.php?title=Wonder_Gear&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Bajaj_Discover_DTS-i&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Bajaj_Discover_DTS-i&action=edit&redlink=1http://en.wikipedia.org/wiki/Bajaj_Wavehttp://en.wikipedia.org/wiki/Bajaj_Avengerhttp://en.wikipedia.org/wiki/Bajaj_Discoverhttp://en.wikipedia.org/wiki/Bajaj_Platinahttp://en.wikipedia.org/wiki/Bajaj_Pulsarhttp://en.wikipedia.org/wiki/Bajaj_Kristalhttp://en.wikipedia.org/wiki/Bajaj_Pulsar#DTS-Fi_220_CChttp://en.wikipedia.org/wiki/Bajaj_Pulsar#DTS-Fi_220_CChttp://en.wikipedia.org/wiki/Bajaj_XCDhttp://en.wikipedia.org/wiki/Bajaj_Discoverhttp://en.wikipedia.org/wiki/Bajaj_Pulsar_135http://l/Bajaj_Auto.htm#cite_note-5#cite_note-5http://en.wikipedia.org/wiki/Bajaj_XCDhttp://en.wikipedia.org/wiki/Bajaj_Pulsar_220_DTS-ihttp://en.wikipedia.org/wiki/Bajaj_Pulsar_220_DTS-ihttp://en.wikipedia.org/w/index.php?title=Bajaj_Discover_100_DTS-Si&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Kawasaki_Bajaj_Boxer&action=edit&redlink=1http://en.wikipedia.org/wiki/Kawasaki_Bajaj_Caliberhttp://en.wikipedia.org/wiki/Bajaj_Legendhttp://en.wikipedia.org/w/index.php?title=Bajaj_Spirit&action=edit&redlink=1http://en.wikipedia.org/wiki/Bajaj_Saffirehttp://en.wikipedia.org/wiki/Kawasaki_Eliminatorhttp://en.wikipedia.org/wiki/Bajaj_Pulsarhttp://en.wikipedia.org/w/index.php?title=Caliber115&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Bajaj_Wind&action=edit&redlink=1http://en.wikipedia.org/wiki/Bajaj_Pulsarhttp://en.wikipedia.org/wiki/Bajaj_CT_100http://en.wikipedia.org/w/index.php?title=Wonder_Gear&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Bajaj_Discover_DTS-i&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Bajaj_Discover_DTS-i&action=edit&redlink=1http://en.wikipedia.org/wiki/Bajaj_Wavehttp://en.wikipedia.org/wiki/Bajaj_Avengerhttp://en.wikipedia.org/wiki/Bajaj_Discoverhttp://en.wikipedia.org/wiki/Bajaj_Platinahttp://en.wikipedia.org/wiki/Bajaj_Pulsarhttp://en.wikipedia.org/wiki/Bajaj_Kristalhttp://en.wikipedia.org/wiki/Bajaj_Pulsar#DTS-Fi_220_CChttp://en.wikipedia.org/wiki/Bajaj_Pulsar#DTS-Fi_220_CChttp://en.wikipedia.org/wiki/Bajaj_XCDhttp://en.wikipedia.org/wiki/Bajaj_Discoverhttp://en.wikipedia.org/wiki/Bajaj_Pulsar_135http://l/Bajaj_Auto.htm#cite_note-5#cite_note-5http://en.wikipedia.org/wiki/Bajaj_XCDhttp://en.wikipedia.org/wiki/Bajaj_Pulsar_220_DTS-ihttp://en.wikipedia.org/wiki/Bajaj_Pulsar_220_DTS-ihttp://en.wikipedia.org/w/index.php?title=Bajaj_Discover_100_DTS-Si&action=edit&redlink=1


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THEORETICAL ASPECTS

All customer satisfaction:

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Whether the buyer is satisfied after purchase depends on the offers

performance in relation to the buyers expectations. In general, satisfaction is a

persons feelings of pleasure re disappointment resulting from comparing a products

perceived performance in relation to his or her expectations. If the performance falls

short of expectations, the customer is dissatisfied. If the performance matches the

expectations, the customer is satisfied. If the performance exceeds expectations, the

customer is highly satisfied or delighted.

Although the customer-centered firm seeks to create high customer

satisfaction, that is not its ultimate goal. If the company increase customer satisfaction

by lowering its price or increasing its profitability by means other than increased

satisfaction. Also the company has many stakeholders, including employees, dealers,

suppliers, and stockholders. Spending more to partners.

Customer satisfaction:

Satisfaction is the level of a persons felt state resulting from comparing a

products performance in relation to the persons expectations.

Thus the satisfaction level is a function of the difference between perceived

performances and experience one of three broad levels of satisfaction. If the

performance falls short of expectations, the customer is dissatisfied. If the

performance matches the expectation, the customer is satisfied. If the performance

exceeds expectation, the customer is highly satisfied, pleased, or delighted.

Methods of tracking and measuring customer satisfaction:

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A company tools for tracking and measuring customer satisfaction range from

the primitive to the sophisticated. Customer satisfaction they are creating.

Complaint and suggestion systems

Customer satisfaction surveys

Ghost shopping

Lost customer analysis

1. Complaint and suggestion systems:

A customer-centered organization would make it easy for its customers to

deliver suggestions and complaints. Many Service stations of Bajaj Automobile

provide forms for guests to report their likes and dislikes. A hospital could place

suggestion boxes in the corridors, supply comment cards to exiting patients, and hire a

patient advocate to handle patient grievances. These information flows provide these

companies with many good ideas and enable them to act more rapidly to resolve

problems.

2. Customer satisfaction survey:

A company must not conclude that it can get a full picture of customer

satisfaction and dissatisfaction by simply running a complaint and suggestion system.

Studies show that customers are dissatisfied with one out of every four purchases and

dissatisfied customers will complain. As a result customer will shift to other

organization.

Therefore, companies cannot use complaint levels as a measure of customer

satisfaction. Responsive companies obtain a direct measure of customer satisfaction

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by conducting periodic surveys. They send questionnaires or make telephone calls to

a random sample of their recent customers to find out how they feel about various

aspects of the companys performance. They will also solicit buyers views on their

competitors performances.

3. Ghost shopping:

Another useful way to gather a picture of customer satisfaction is to hire

persons to pose as potential buyers to report their findings on strong and weak points

they experienced in buying the companys and competitors products. These ghost

shoppers can pose certain problems to test whether the companys sales personal

handle the situation well.

4. Lost customer analysis:

Companies should contact customers who have stopped buying or who have

switched to another supplier to learn why this happened. This will help them to

known and tackle their weak point.

Thus companies give due weight to customer satisfaction because in todays

competition if the customer are not given importance then it sure that the company

will plummet to the bottom rock.

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RESEARCH METHODOLOGY

RESEARCH INTRODUCTION

Research in common parlance refers to a search for knowledge. One

can also define research as a scientific and systematic search for pertinent information

on a specific topic. In fact, research is an art of scientific investigation. The advanced

learners dictionary of current English lays down the meaning of research as a

careful investigation or inquiry especially through search for new facts in any branch

of knowledge. Redman and moray define research as a systematized effort to gain

new knowledge. Some people consider research as movement, a movement from the

know to unknown to unknown. It is actually a voyage of discovery.

The Websters international dictionary proposes a very inclusive definition of

research as a careful, critical inquiry or examination in seeking facts or principles;

diligent investigation in order to ascertain something.

Research, stated otherwise, is a systematic attempt to push back the bound of

comprehension and seek beyond the horizons of our knowledge some truth or some

reality, shrouded in a subtle why and consequently, to keep on extending as also

consolidating these horizons without end.

According is an academic activity and as such them term should be used in a

technical sense. According to Clifford woody research comprises defining and

redefining problems, formulating hypothesis or suggested solutions: collecting,

organizing and evaluating data, making deductions and reaching conclusions; and at

last carefully testing the conclusions to determine whether they fit the formulating

hypothesis.

RESEARCH OBJECTIVE:

To know the satisfaction level of customer on two-wheelers of Bajaj.

To know which type of Features customer likes in bikes.

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To know the visit of customer in Bajaj Automobile Showroom.

LIMITATION OF RESEARCH:

The survey was conducted within the limited time frame; so few shortcomings

may be expected.

The respondents personal bias may be another factor, which is uncontrollable.

The finding of the survey is strictly based on the responses of the respondents. It is

difficult to find the euthenics be true, so we are assuming them to be true.

BENEFITS OF THE STUDY:

The study is helpful to company for knowing that how many persons are satisfied

with Bajaj automobile pvt. Ltd.

Company can make the product better as per customer suggestion.

During study researcher get large experience and introduced him self in front of

new people.

DATA COLLECTION:

1. PRIMARY DATA:

Primary data are those, which collected a fresh and for the first time, and thus

they are original data. The various methods of collecting of primary data are:-

Observation method

Interview method

Questionnaire method

In this research I use the primary data tools as a questionnaire

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a. Observation Method:

Observation becomes a scientific tool and the method of data collection for the

researcher, when it serves a formulated research purpose, is systematically planned

and recorded and is subjected to checks and controls on validity and reliability. Under

the observation method, the information is sort by way of investigators own direct

observation without asking the respondent.

b. Interview Method

The interview method of collecting data involves presentation of oral verbal

stimuli and reply in terms of oral verbal responses. This method can be used trough

personal interviews and if possible through telephonic interviews. Telephonic

interviews are used to collect the information from the customers.

c. Questionnaire Method:

This method of data collection is popular and particular in case of inquiries.

Private individuals, research workers, private and public organization and

government, are adopting it. In their method the questionnaire is sent to all the

persons concerned with a request to answer the questionnaire and return it. A

questionnaire consists of number of questions typed or printed in a definite order. The

researcher draws the inferences for the research the questionnaire. A schedule

questionnaire with multiple choice questions was designed which were both open

ended as well as closed ended questions.

In this report or research I select data collection tools as a Questionnaire tool

& method.

2. SECONDARY DATA

Secondary data are those, which have been already collected by someone else

and which have been passed through statistical process. for the purpose of conducting

this research, I have used various secondary data such as : -

Books

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Articles, Newspaper

Websites

SAMPLING:

As for purpose of research I have selected the random sampling.

All items in any field of inquiry constitute a Universe or Population a complete

enumeration of all items in the population is known as a Census inquiry. When field

studies are undertaken the respondents selected should be such that is a miniature

cross-section of the total population representing the total population survey.

Thus, the method consisting of the selecting for study a position of the

Universe with view to drawing conclusion about the Universe or population is

known as sampling. It may be defined as selection of some part of an aggregate or

totality based on which judgments or inference about the aggregate or totality made.

SAMPLE DESIGN:

A sample design is a definite plan for obtaining a sample from a given

population. It refers to the technique the researcher would adopt in selecting items for

the sample. Sample design is determined before data are collected. Researcher must

select a sample design, which should be reliable and appropriate for his research

study. In the present research the researcher has paid attention to the following points.

1. Sampling Frame

The elementary units or group clusters of such unit may be the basis of

sampling process in which the case they are called as sampling units. A list

containing all such sampling units is known as sampling frame. Thus sampling

frame consists of a list of item from which the sample is to be drawn.

The sample frame for this research constitutes all the customers and

non customers who may drive the bikes.

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2. Sampling unit

A decision has to be taken concerning a sampling unit before selecting

sample sampling unit may be a geographical one, a construction unit, a social unit

or it may be an individual.

The sample unit for this research constitutes the all customers of

satisfied with bikes of Bajaj.

3. Sample Size

The size of sample refers to the number of items to be selected from

the universe to constitute a sample. This is a major problem to be faced by a

researcher. The size of the sample should neither be excessively large, nor too

small. It should be optimum. Now an optimum sample is one, which fulfills the

requirement of efficiency, representative ness, reliability and flexibility. The

sample for the purpose of the present training project constitutes 200 customers

and non customers i.e., respondents. I have derived the sample size of 200

respondents for the survey.

In this research I use research design as a Random sampling method.

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DATA ANALYSIS

Q1. Is the showroom of Bajaj is located near to your home?

[ ] Yes [ ] No

Objective: This question help to found that how many respondents see the Bajaj

showroom near by respondents home.

PARAMETERS RESPONDENT %

YES 121 60.50

NO 79 39.5TOTAL 200 100

0

20

40

60

80

100

120

140

RESPONDENT

YES NO

BAJAJ SHOWROOM NEAR RESPONDENT HOME

RESPONDENTS

Interpretation:

In this above chart we found that 60.50% (121) respondents are seen & visited

the Bajaj showroom near at his home & 39.5% (79) respondents have not seen the

showroom because of no Bajaj showroom is near at respondent home.

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Q2. Have you ever seen any advertisement of Gujarat automobile showroom?

[ ] Yes [ ] No

Objective: Objective of this question is to determine that how many respondent seenthe any advertisement of Gujarat automobile showroom at near respondent home.

Parameters Respondent %

Yes 90 45

No 110 55

Total 200 100

ADVERTISEMENT OF GUJARAT AUTOMOBILE

SHOWROOM

YES, 90

NO, 110 YESNO

Interpretation:

In this above graph shows those 45% (90) respondents are seen the

advertisement of Gujarat automobile showroom near in his home and 55 %( 110)

respondents are not seen advertisement of Gujarat automobile showroom.

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Q3. Were the following things readily available at the authorized showroom,

when you have visited?

Objective: In this question know about that which types of facility are most available

seen in showroom when customers are visit.

0

50

100

150

200

Respond

ent

producti...

pro

duct...

pric

elis

t

bro

achers

leafle

ts

loanfa

cility

insurance...

seatinga...

accessorie

s

availability of above things in showroom when

respondent visit

yes

no

Interpretation:

In above analysis know that most of people are satisfied and few peoples are

not satisfied with availability of services of showroom.

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Parameter Yes No

1. Product information

2. Product demonstration

3. Price list

4. broachers

5. Leaf lets

6. Loan facility

7. Insurance facility

8.Seating arrangement

9. Accessories


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Q4. Was your choice of bike pre-decided when you actually visited to showroom?

[ ] Yes [ ] No

Objective: objective of this question is the how many respondents are pre-decided ofhis choice bike when respondent go to visit the showrooms.


Yes 120 60

No 80 40

Total 200 100

0

20

40

60

80

100

120

RESPONDENT

YES NO

PREDECISION OF CHOICE BIKE WHEN VISIT THE

SHOWROOM

RESPONDENT

Interpretation:

In this above chart shows that out of All Respondents 60% (120) respondent

are Decide in advance of his choice bike when visited the showroom.

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Q5. Were models in all the different colors available?

[ ] Yes [ ] No

Objective: In this question we found that in Gujarat automobile the respondents seethe bikes have different colors are available & which colors are not available in bikes

of showrooms.


Yes 154 77

No 46 23

Total 200 100

Different Colors are Available

77

23

YES

NO

Interpretation:

I n this above graph shows that 154 respondent (77%) are seen all the colors in

bike models in Gujarat automobile showroom & 46 respondent (23%) not seen all

different colors available in showroom.

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IF NO; WHICH ONE WAS NOT AVAILABLE _______________?

PARAMETERS RESPONDENR %

WHITE 20 43.48SILVER 15 32.6

PINK 7 15.22

GRAY 4 8.7

TOTAL 46 100

COLORS ARE NOT AVAILABLE IN SHOWROOM

43%

33%

15%

9%

WHITE

SIVER

PINK

GRAY

Interpretation:

In this above graph shows that 43.48% respondents are not seen the white

color, 32.6% respondent are not seen the silver color, 15.22 % respondents are not

seen the pink color & 8.7% are not seen the gray color in Gujarat automobile

showroom.

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Q6. Are you offered for a test drive of your choice bike?

Objective: In this question we found that Gujarat automobile showroom is offered for

test drive of respondent choice bike.


Yes 151 75.5

No 49 24.5

Total 200 100

0

2040

60

80

100

120

140

160

RESPONDENT

YES NO

PREDECISION OF CHOICE BIKE WHEN VISIT THE

SHOWROOM

RESPONDENT

Interpretation:

In this above chart shows that 75.5% respondent provide test drive of his

choice bike by Gujarat automobile showroom & 24.5% respondent are not provided

test drive by Gujarat automobile showroom.

Q7. On which specific occasion you wanted to purchase your bike?

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Objective: In this question we analyze that how much respondent purchase the bikewhen some special occasions are coming & respondent give order to same occasionday.

Occasions RESPONDENR %On Birth day 51 25.5

Promotion of job 12 6

On marriage anniversary 17 8.5

festival 43 21.5

On your find job 19 9.5

other 58 29

TOTAL 200 100

which occasion peaple most purchase bike

25%

6%

9%

22%

10%

28%

on birthday

promotion of job

on marriageanniversary

festival

on your find job

other

Interpretation:

In this above chart the most of respondent 25.5% are purchase in on birthday

& other occasions like promotion of job (6), marriage anniversary (8.5), and festival

(21.5) and other occasions (29) respondents are purchase the bike.

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Was the order booked for the same day?

[ ] Yes [ ] No

Parameters Respondent %Yes 147 73.5

No 53 26.5

Total 200 100

0

20

40

60

80

100

120140

160

RESPONDENT

YES NO

order booked in same day

RESPONDENT

Interpretation:

In this above graph shows that 73.5% respondents are give same day of

occasions & 26.5% respondents are give order in same day of the occasions.

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Q 8. Was the bike delivered to you on the promised date & time?

[ ] Yes [ ] No

Objective: in this question I asked to respondent for that the company delivered the

bike in promised date & time & analyze the company image.


Yes 138 69

No 62 31

Total 200 100

delivery give promise date & time

138

62

YES

NO

Interpretation:

In this above graph shows that 69% respondents say that the company

delivers the bike in promise time & date & 31% respondent say that the company not

deliver the bike promise date & time.

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Q 9 . Was the bike delivered in good condition?

[ ] Yes [ ] No

Objective: in this question we found that company when deliver the bike the bike is

good condition or not.


Yes 133 66.5

No 67 33.5

Total 200 100

0

2040

60

80

100

120

140

RESPONDENT

YES NO

condition of bike when company deliver

RESPONDENT

Interpretation:

In this above graph shows that 133 respondent are say that bike in good

condition when company deliver the bike & 67 respondents are say that bike is notgood condition when company deliver the bike.

Q10. Were the personnel of showrooms polite, courteous, and skillful?

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[ ] Yes [ ] No

Objective: objective of this question is to determine the staff of showroom is good or

not in customer opinion.


Yes 141 70.50

No 59 29.50

Total 200 100

staff of shoeroom polite, courteous, and skillful

141

59YES

NO

Interpretation:

In this above graph it shows that 141 respondents are satisfied with staff of

showroom & 59 respondents are dissatisfied with staff of showroom

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Q 11 . Rate the services of showroom on following parameter?

Objective: To know about the peoples are satisfied, neutral & dissatisfied ofshowrooms following parameters..

Parameter Satisfactory Neutral Dissatisfactory1. Specious showroom

2. Availability of bikes

3. Services

4. Responsiveness of employees

5. Technical knowledge of staff

0

50

100

150

respondents

spec

iouss...

availability

of...

services

resp

onsivene..

technica

lkn...

to know about cutomer response abouy

showroom services

satisfied

neutral

dissatisfied

Interpretation:

From the above analysis most customer are satisfied, someone aregives neutral opinion and some few peoples are not satisfied.

Q12. Are you satisfied with after sales services of your bike at authorizedGujarat Automobiles Showroom?

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[ ] Yes [ ] No

Objective: objective of this question is analyzing the customers are satisfied with

company after sales services or dissatisfied with company by after sales services &

find the reasons of dissatisfaction of customer.


Yes 176 88

No 24 12

Total 200 100

0

20

4060

80

100

120

140

160

180

RE

SPONDENT

YES NO

satisfaction of respondents after sales services

RESPONDENT

Interpretation:

In this above graph shows that 176 respondents are satisfied with company for

after sales services & 24 respondents are dissatisfied with company for after sales

services.

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If no: specify the reason: ___________________________

Reasons RESPONDENR %

Poor services 12 50

Poor maintain 8 33.33Delivery time not correct 4 16.67

TOTAL 24 100

dissatisfied with after sales services

12

8

4

poor services

poor maintain

delivery not time

Interpretation:

In this above graph shows that 50% customers are dissatisfied by poor services

of company, 33.33% are dissatisfied by poor maintaining, 16.67% are dissatisfied by

late in delivery of the company.

Q13. Will you recommend others to purchase Bajaj Bike from Gujarat

automobile showroom?

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[ ] Yes [ ] No

Objective: To know about how many respondents are said to purchase the Bajaj

bikes from Gujarat automobile showroom to other peoples.


Yes 157 78.5

No 43 21.5

Total 200 100

0

2040

60

80

100

120

140

160

RESPONDENT

YES NO

give recommend other to purchase bajaj bike

RESPONDENT

Interpretation:

From the above analysis know that most of peoples said to purchase

the bikes and few peoples said to not purchase the bikes from Gujarat automobile

showroom to others.

DEMOGRAPHIC WISE ANALYSIS

(1) Area wise analysis:

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Area of Surat Respondent %

Varachha 38 19

Adajan 74 37

Palanpur patiya 61 30.5

Katargam 15 7.5

Vedroad 12 6

Total 200 100

0

20

4060

80R

ES

P

O

N

DE

N

T

varachha

adajan

palanpurp

...

katargam

vedroad

Area wise analysis

RESPONDENT

Interpretation: palanpur patia, Adajan, Varachha, Katargam and Vedroad from that

palanpur patia, Adajan and Varachha areas people are most interested and Katargam

& Vedroad areas peoples are less interested to purchase the Bajaj bikes from Gujarat

automobiles showroom.

(2) Occupation wise analysis:

Occupation Respondent %

Student 80 40

Businessmen 27 13.5

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Builder 38 19

Diamond worker 55 27.5

Total 2 100

occupation wise respondents

39%

14%

9%

28%

student

businessmen

builder

diamond worker

Interpretation:

From above analysis most of students and diamond workers are

interested or businessman and builder are less interested to purchase Bajaj bikes.

(3) Age wise analysis:

Age Respondent %

19 - 28 93 46.5

29- 38 77 38.5

39- 48 27 13.5

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Above 50 3 1.5

Total 200 100

0

20

40

60

80

100R

E

S

P

O

N

D

E

N

T

19-28 29-38 39-48 above 50

AGE WISE ANALYSIS

RESPONDENT

Interprtation :

Most interested peoples are 19-28 and 29-38 Age or 39-48 and above

50 Age peoples are less interested.

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FINDINGS

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60.50% people have nearest Bajaj bike showroom at their home & 39.5%

people have not nearest Bajaj bike showroom at their home.

45% peoples are show the advertisement of Gujarat automobiles showroom

and 55% peoples are not show the advertisement of Gujarat automobiles showroom.

Most of peoples are satisfied & few peoples are less satisfied for facilities of

showroom.

60% peoples choice are changes & 40% peoples choice are not changes when

they actually visited to showroom.

77% people satisfied with availabilities of colour of bikes and 23% people are

not satisfied .

74.5% peoples said test drive of preferred bike are offered & 24.5 % people

said no.

Most of people purchase the bike on birthday, on festival & others reason. &

there are 24% peoples are purchase the bikes on marriage anniversary, promotion at

job & find of job.

73.5% people satisfied and 26.5% people are not satisfied on

basis of order booked for the same day.

The delivery of bike on the promised date and time. 69% people satisfied & 31%

people are dissatisfied.

A condition of bike on delivery time 66.5% people said good & 33.5% people said

bad.

Showrooms polite , courteous and skillfull 70.5 % people are satisfied and 29.5%

people are dissatisfied.

Must people satisfied, someone neutral and few people not satisfied of services

Gujarat automobile showroom.

88% People are satisfied with after sales services and 12% people are dissatisfied

with after sales services and from who people that said no because poor & bad

services or takes long time of services of bike.

78.5% people said yes and 21.5 people said no form this many people said not Bajaj

bike condition of engine become bad in future and also second value of bike are not

takes good.

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Moral of the story of people satisfied with Gujarat automobile

showroom not satisfied with Bajaj bike become condition and second value

become less in future .but the selling of Bajaj bikes depends on millege of

bikes.

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C onclusion

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On the basis of above data analysis, we know about customer are satisfied or

dis satisfied. Many customer of satisfied for showrooms facilities and availability of

other services like ..loan facilities,insurance facilitites, price list of all the bikes

,brouter,leaf-lefs etc.

On the basis of showrooms facilities and other services availability there are

many customers choice of bikes are changes. When they are visited to showroom

customers are satisfied with availabilities of different colours bikes and also satisfied

with test drive of preferred bikes. And someone dis-satisfied with availabilities of

colours bikes and also satisfied with delivery of bikes on the promised date & time

and condition of bikes on delivery time and someone are dissatisfied.

Some customers are also satisfied with showrooms and skilfulness and few

customers are dissatisfied. Now, most of customers are neutral satisfied OR

dissatisfied. On the basis of services of showroom like specious showroom, services

and technological knowledge of staff some customers are satisfied.

The weak point of Gujarat automobile is most of customer are dissatisfied

with after sales services of bikes. Main reason is showroom takes long time in

services of bikes.

Some peoples also not purchase the bikes of Bajaj because of Bajaj bikes

second value is become less and condition of engine is also become very bad after 4

to5 years.

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RECOMMENDATION

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From the analysis of customers i found , Most of customers are satisfied,thereare few peoples are dis satisfied because showrooms services somewere poor andtakes long times for services.

Second most important factor that affect to selling bikes of Bajaj is second

value of bikes,condition of engine in future time and maintenance of Bajajbikes.So,the improve the bikes maintenance and condition of bikes at Bajaj auto Ltdsides.

Gujarat automobile showroom should improve the facilities and in improve inservices of bikes and improve the staff knowledge &skillness.

Most of peoples are purchase the bikes of Bajaj auto on the basis of milege ofall the bikes.

Most of peoples gives much priority to looks & style of Bajaj auto bikes.

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ANNEXURE

QUESTIONNAIRE

To measure the level of satisfaction for Bajaj motors at Gujarat automobile in Suratcity

1. Is the showroom of Bajaj is located near to your home?

[ ] Yes [ ] No

2. Have you ever seen any advertisement of Gujarat automobile showroom?

[ ] Yes [ ] No

3. Were the following things readily available at the authorized showroom, when youHave visited?

Parameter Yes No

1. Product information

2. Product demonstration

3. Price list

4. broachers

5. Leaf lets

6. Loan facility

7. Insurance facility8.Seating arrangement

9. Accessories

4. Was your choice of bike pre-decided when you actually visited to showroom?

[ ] Yes [ ] No

5. Were models in all the different colors available?

[ ] Yes [ ] No

If no; which one was not available _______________________

6. Are you offered for a test drive of your choice bike?

[ ] Yes [ ] No

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7. On which specific occasion you wanted to purchase your bike?

[ ] On birthday [ ] Promotion of job [ ] on marriage anniversary

[ ] Festival [ ] on your find job [ ] other

Was the order booked for the same day?

[ ] Yes [ ] No

8. Was the bike delivered to you on the promised date & time?

[ ] Yes [ ] No

9. Was the bike delivered in good condition?

[ ] Yes [ ] No

10. Were the personnel of showrooms polite, courteous, and skillful?

[ ] Yes [ ] No

11. Rate the services of showroom on following parameter?

Parameter Satisfactory Neutral Dissatisfactory

1. Specious showroom2. Availability of bikes

3. Services

4. Responsiveness of employees

5. Technical knowledge of staff

12. Are you satisfied with after sales services of your bike at authorized GujaratAutomobiles Showroom?

[ ] Yes [ ] NoIf, No: Specify the reason: ___________________________________

13. Will you recommend others to purchase Bajaj Bike from Gujarat automobile

showroom?

[ ] Yes [ ] No

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Suggestion if any: _________________________________________________________________________________________________________________________________________________________________________

Personal Information

Name of respondent: __________________________________________

Address of respondent: ________________________________________

___________________________________________________________

Phone no: (M) _____________ (R) ________________

Gender: [ ] Male [ ] Female

Age: ________

Occupation: __________

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BIBLIOGRAPHY

Book Reference:

- Naresh K. Malhotra, Marketing Research. Fifth edition, Copyright 2007

by Pearson education, Inc. Chapter 1 Marketing Research, Chapter 3 Research

design, Chapter 4 secondary & primary data, Chapter 6 survey analysis,

Chapter 10 Questionnaire & form design, Chapter 11 sampling: design &

procedures, Chapter 12 Sample size.

- Philip Kotler & Kevin lane Keller Marketing Management. Twelfth Edition,

copyright 2007 Dorling Kindersley (India) pvt. Ltd. Chapter 5 customers

satisfaction & loyalty.

Page no.: 118, 121, 122,

Website Reference:

http://www.fundinguniverse.com/company-histories/Bajaj-Auto-Limited-

Company-History.html
http://www.fundinguniverse.com/company-histories/Bajaj-Auto-Limited-Company-History.htmlhttp://www.fundinguniverse.com/company-histories/Bajaj-Auto-Limited-Company-History.htmlhttp://www.fundinguniverse.com/company-histories/Bajaj-Auto-Limited-Company-History.htmlhttp://www.fundinguniverse.com/company-histories/Bajaj-Auto-Limited-Company-History.html

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