“A STUDY ON THE CUSTOMER SATISFACTION TOWARDS

BAJAJ TWO WHEELERS”

BY

(N.SAIKRISHNA)

(Hall Ticket No: 226009672013)

Project submitted in partial fulfillment for the award of the degree of

MASTER OF BUSINESS ADMINSTRATION

By

, Hyderabad-500007.

2009-11.
 DECLARATION

I hereby declare that this Project Report titled A STUDY

ON THE CUSTOMER SATISFACTION TOWARDS BAJAJ TWO

WHEELERS Submitted by me to the Department of Business

Management, O.U., Hyderabad, is a bonafide work undertaken by me

and it is not submitted to any other University or Institution for the award

of any degree diploma / certificate or published any time before.

Name & Address of the student: Signature of the Student

N.SAIKRISHNA
S\o. Lasmanna,
Narsapur(G),Dilawarpur(mdl)
Adilabad (Dt),
Andhra Pradesh.

Date:
Place:
 CERTIFICATION

This is to certify that the Project Report titled A STUDY

ON CUSTOMER SATISFACTION TOWARDS BAJAJ 2 WHEELERS

Submitted in partial fulfillment for the award of M.B.A Programme of

Department of Business Management, O.U., Hyderabad, was carried out

by N.SAIKRISHNA (H.T.No:226009672013) under my guidance. This

has not been submitted to any other University or Institution for the

award of any degree/diploma/certificate.

Name of the Guide: Signature of the Guide

Dr. J. VARAPRASAD REDDY

Director,
TKRIMS,
Meerpet,
Hyderabad.
 ABSTRACT

The project titled “CUSTOMER SATISFACTION” aims to find out the

customer view on the BAJAJ TWO WHEELERS. This project mainly deals with

ascertaining the Satisfaction level of the existing customers with their Bajaj bikes

compare to other brands and suggestions to improve the Market share.

The main objective of this project is to analyze the perception

and measure the level of satisfaction towards Bajaj bikes .This analysis is based on

both primary and secondary data. Primary data has been collected from structured

and unstructured questionnaire which is targeted to customers. The secondary data

is collected from sources such as Text books, Journals, magazines and annual

reports etc.,

From the study it was concluded that customers are more interested in

satisfying their needs and wants, if once they are satisfied then they will addict to

that particular brand. The companies which establishes with only profit orientation

will vanish soon, so they have to concentrate on customer satisfaction too. It is also

recommended to the top management that Bajaj two wheelers needs more

awareness and promotion which can help the firm in gaining large market share as

well as huge profits. It is also concluded from the project that major part of the

customers are satisfied with the Bajaj two wheelers.

 ACKNOWLEDGEMENT

I wish to take this opportunity to express my deep gratitude to all the people who

have extended their cooperation in various ways during my project work. It is my

pleasure to acknowledge the help of those individuals.

My heartful thanks to our guide and director Mr. Dr. J.VARAPRASAD REDDY

for providing his valuable suggestions and useful guidelines throughout the project

which helped me a lot in accomplishment of this project.

I express my deep sense of gratitude to Mr. VIJAY KUMAR (Manager Sales) for

his guidance, which enable me to complete this project successfully.

Finally, I thank my parents and my friends for their continuous support in

accomplishment of this project.

 TABLE OF CONTENT

NO. TOPIC NAME PAGE NO

List of tables I

List of figure ii

1  INTRODUCTION 1

1.1 Customer satisfaction 2

1.2 Importance of customer 4

satisfaction

1.3 Customer value 5

1.4 Retaining customers 6

1.5 Objectives of the study 9

1.6 Limitations of the study 10

1.7 Need of the study 11

1.8 Research methodology 11

2  REVIEW OF LITERATURE 13

2.1 Theoretical perspective of the study 18

3  THE COMPANY 21

3.1 Industry profile 22

3.1.1 Historical Industry Development 23

3.2 Company profile 26

3.2.1 History of the company 26

3.2.2 Infrastructure 29

3.2.3 Plants 30
 3.2.4 Bajaj vehicles Segment
32
3.2.5 Management Profile
33
4  DATA ANALYSIS & INTERPRETATION
34
4.1 Present bike model of the respondents
36
4.2 How long you have been using your bike?
37
4.3 Satisfied no. of customers with the
38
Mileage

4.4 Availability of spare parts

39
4.5 Opinion on Bajaj dealer’s service
40
4.6 Opinion on comfort seating
41
4.7 Motivation factor to buy this bike
42
4.8 Opinion about complaint handling
43
4.9 Body type & dimension of the 2 Wheeler
44
4.10 Does your Bike troubles you very often?
45
4.11 Resale value of Bajaj bike.
46
4.12 Availability of colors in Bajaj Two
47
Wheelers segment

4.13 Overall satisfaction with the bike

48
4.14 Income group of the respondent
49
4.15 Age group of the respondents
50
  SUGGESTIONS & CONCLUSIONS
51
5 5.1 Findings
52
5.2 Suggestions
54
5.3 Conclusion
56

 BIBLIOGRAPHY
57
6  APPENDICES
58
7

LIST OF TABLES

TABLE no. TABLE NAME PAGE no.

1 Present bike model of the respondents 36

2 Experience time period of customers with the bike 37

3 Customers opinion on mileage 38

4 Availability of spare parts 39

5 Opinion on Bajaj dealers service 40

6 Customers comfortableness with seating 41

7 Motivation factor to buy this bike 42

8 Opinion on complaint handling 43

9 Satisfaction level with body type & dimension of bike 44

10 Does your bike troubles you very often 45

11 Resale value of Bajaj bike 46

12 Availability of colors in Bajaj two wheelers 47

13 Overall satisfaction level with current bike 48

14 Income group of the respondent 49

15 Age group of the respondents 50

LIST OF FIGURES
FIGURE no. FIGURE NAME PAGE NO

1 Graphical representation of present bike model of 36

the respondents

2 Figure showing Experience time period of customers 37

with the bike

3 Figure showing customers opinion on mileage 38

4 Availability of spare parts 39

5 Opinion on Bajaj dealers service 40

6 Customers comfortableness with seating 41

7 Motivation factor to buy this bike 42

8 Opinion on complaint handling 43

9 Satisfaction level with body type & dimension of bike 44

10 Does your bike troubles you very often 45

11 Resale value of Bajaj bike 46

12 Availability of colors in Bajaj two wheelers 47

13 Overall satisfaction level with current bike 48

14 Income group of the respondent 49

15 Age group of the respondents 50