1. Introduction
BAJAJ AUTO:
Bajaj Auto is a major Indian vehicle manufacturer started by Jamnalal
Bajaj from Rajasthan in the 1930s. It is based in Pune, Maharashtra, with plants
in Chakan (Pune), Waluj (near Aurangabad) and Pantnagar in Uttaranchal. The
oldest plant at Akurdi (Pune) now houses the R&D centre Ahead. Bajaj Auto
makes and exports automobiles, scooters, motorcycles and the auto rickshaw.
The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1,946.
It features at 1639 in forbes 2011 list.
Over the last decade, the company has successfully changed its image
from a scooter manufacturer to a two wheeler manufacturer. Its product range
encompasses scooterettes, scooters and motorcycles. Its real growth in numbers
has come in the last four years after successful introduction of a few models 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 29 November 1945 as M/s Bachraj
Trading Corporation Private Limited. It started off by selling imported two- and
three-wheelers in India. In 1959, it obtained license from the Government of
India to manufacture two- and three-wheelers and it went public in 1960. In
1970, it rolled out its 100,000th vehicle. In 1977, it managed to produce and sell
100,000 vehicles in a single financial year. In 1985, it started producing at
Waluj near Aurangabad. In 1986, it managed to produce and sell 500,000
vehicles in a single financial year. In 1995, it rolled out its ten millionth vehicle
and produced and sold one million vehicles in a year.
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2. BAJAJ PULSAR:
Bajaj Pulsar is a motorcycle brand owned by Bajaj Auto in India. The two
wheeler was developed by the product engineering division of Bajaj Auto in
association with motorcycle designer Glynn Kerr Tokyo R&D. Currently there
are four variants available -with engine capacities of 135 cc, 150 cc, 180 cc and
220 cc. Previously it was also offered with a 200 cc DTS-i oil cooled engine,
which now has been discontinued. More than a million units of Pulsar were sold
by November 2005. With monthly sales of more than 48,000 units in June 2009,
Pulsar is the leader in the 150 cc segment in India with a market share of 43%.
Before the introduction of the Pulsar, the Indian motorcycle market trend
was towards fuel efficient, small capacity motorcycles (that formed the 80-125
cc class). Bigger motorcycles with higher capacity virtually did not exist (except
for Enfield Bullet). The launch and success of Hero Honda CBZ in 1999
showed that there was demand for performance bikes. Bajaj took the cue from
there on and launched the Pulsar twins in India on November 24, 2001. Since
the introduction and success of Bajaj Pulsar, Indian youth began expecting high
power and other features from affordable motorcycles.
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3. Customer Satisfaction
Customer satisfaction, a business term, is a measure of how products and
services supplied by a company meet or surpass customer expectation. It is seen
as a key performance indicator within business and is part of the four
perspectives of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become
a key element of business strategy.
There is a substantial body of empirical literature that establishes the benefits of
customer satisfaction for firms.
"Customer satisfaction after sales & service" is the important statement of the
problem in this project.
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4. Measuring customer satisfaction
Customer satisfaction refers to the extent to which customers are happy with the
products and services provided by a business. Customer satisfaction levels can
be measured using survey techniques and questionnaires. Gaining high levels of
customer satisfaction is very important to a business because satisfied customers
are most likely to be loyal and to make repeat orders and to use a wide range of
services offered by a business.
Studies carried out by companies like Argos and Cadburys have found very
high levels of customer satisfaction. It is not surprising because these
companies emphasize market research and marketing as the tools to find out
what customers want. Knowing what your customer wants then makes it possible
to tailor everything you do to pleasing the customers.
There are many factors which lead to high levels of customer satisfaction
including: Products and services which are customer focused and then provide
high levels of value for money. Customer service giving personal alien lion to
the needs of individual customers. After sales service. Following up the original
purchase with after sales support such as maintenance and updating for example
in the updating of computer packages.
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5. LIMITATIONS OF THE STUDY:
1. The responses given by the respondents may not be true.
2. The respondents may be careless in responding to the questionnaire.
3. The respondents may be illiterate.
4. This study limits to the geographical area of Valsad.
STRENGTHHS:
1. Government Bank giving more attention to installation loan
improvement
2. Less use of chemicals
3. Ever time more demand
4. Minimum Response Time due to good Team Work.
5. Focus on Customer Delight besides Customer Satisfaction.
6. Latest Hi-tech Core Concepts of Production & Quality.
WEAKNESS:
1. More than 50% of the targeted customers are youths.
2. High dependence on the transportation.
3. Old methods and techniques are in use.
4. Cost for maintaining standard is more.
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6. OPPORTUNITY:
1. Bajaj Auto Lid said it plans to expand Us presence in south-east
Asia and Africa to lap the growing demand for two-wheelers and
motorized rickshaws in these markets.
2. Bajaj is India's second-largest motorcycle maker, which also
makes scooters and dominates the Indian market for three-wheeled
motorized rickshaws, has enjoyed a boom in India's $4 billion-a-year
market of nearly 5 million bikes, the world's second-largest after China.
3. Bajaj plans to set up a manufacturing plant in Indonesia in a joint
venture with its local distributor, and use that as a hub for expanding
exports in the rest of south-east Asia.
4. Bajaj will hold the majority stake in the joint venture, which will be
finalized in the next three months, he said, declining to disclose the value
of its investment.
5. Bajaj will also set up an assembly unit in Nigeria.
6. Bajaj, overtaken as India's top two-wheeler maker in 2002 by Hero
Honda Motors Ltd, has benefited from rising incomes in Asia's third-
largest economy, besides cheaper loans and a shift in preference to high-
value motorbikes from scooters.
7. But Bajaj, which uses Kawasaki Heavy Industries Ltd technology for
sonic models, faces growing competition from Honda Motorcycles, Suzuki
Motor and Yamaha, besides local players TVS Motor and Kinetic Motors.
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7. THREATS:
1. Faced with tough competition.
2. Competitors such as LML, Hero, Honda and TVS Motor are also slated
to launch models this year.
3. In the late 1990s, Bajaj Auto, the leading scooter manufacturer, faced a
crisis. There was a shift from scooters to motorcycles. Urban youth as well as
rural markets were patronizing the motorcycles, effectively ignoring scooters.
Objective of study
 To know the after sales service perception of customers.
 To ascertain the satisfaction level &it influencers.
 To measure the impact of the above analysis on future sales.
 To study the weather satisfied with their services.
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8. Need for the study
Customer is one for whom you satisfy a want or need in return for some of
payment. The payment may be money, may be time, or may goodwill but there
is some form of payment. Satisfaction is level of person felt state by comparing
products perceived in relation to the person’s expectations.
Satisfaction level is function of the difference between perceived performance and
expectations. If the performance falls short of expectations, the customer is not
satisfied. If the performance matches the expectations the customers are highly
satisfied. If the performance is beyond his expectations the customer is thrilled.
Bajaj pulsar is customer’s positive or negative feeling about the value that was
perceived as a result of using particular organization's offering in specific used
reaction to a series of use situation experience.
SCOPE OF THE STUDY:
1. The study is limited to the customer of Bajaj vehicle buyers. The
customer includes customers who enter the show room.
2. This study will help us to understand Customers, preference and their
needs expected from the business owners. This study will not only help
me as a student but it also assists Sagar Auto to improve their service
standard.
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9. RESEARCH DESIGN
1. Research is an art of scientific investigation.
2. Research is a process of systematic study.
3. Research is a search o I knowledge.
4. Research is an area of investigation which includes collection, analysis and
Interpretation of data.
Research has to proceed systematically in the already planned direction with the
help of a number of steps in sequence. To make the research systemized the
researcher has to adopt certain methods. The method adopted by the researcher
for completing the project is called Research Methodology,
A Research design is the arrangement of conditions for collection and analysis of
data in a manner that aims to combine relevance to the research purpose with
economy in procedure.
A research is purely is and simply the framework and plan for the study that guides
the collection and analysis of data. It is a blue print that is followed in completing a
study.
Types of Research Design
1. Exploratory research Design.
2. Descriptive research design.
3. Experimental research design.
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10. Data Collection Method
Data refers to information or fads. It not only refers to numerical figures but
also includes descriptive facts. The method of data collection includes two types
of study, such as primary data and secondary data,
Primary Data Collection Method
It was collected directly from executives and customers. The information
collected from executives through personal and direct interview to collect primary
data, a detail and structured questionnaire was formed to suit the objectives of
the study which contain definite and predetermined questions, containing
information relating to sales and service and its products.
Primary data is the data that is collected tor the first time by the researcher The
Primary data arc collected with specific set of objective to assess the current
status of any variable studied. Primary data is useful only for particular period.
Methods of Primary Data Collection
The Main four methods used in primary data collection are:
a. Questionnaire
b. Schedule
c. Interview
d. Observation
In this study questionnaire method have been used
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11. QUESTIONNAIRE:
In this method, preprinted list of questions arranged in a sequence which is used
by the researcher for collecting data.
The questionnaire is filled by the respondents. The questionnaire is considered as
the heart of the survey,
Secondary data:-
It was used mainly to support the primary data. Secondary data was collected
through books, annual reports, significant, literature from the organization and
previous reports, magazines, vouchers etc.
Research Design Tool:-
To make research various surveys arc conducted they are as follows:
The various data are collected from primary and secondary source through the
questionnaires; books, journals, old reports and annual report were used.
Sampling Scheme:-
A sample is a portion of the whole on which the study is based. Here a sample size
of 10 respondents were chosen from different areas of Valsad, and the
questionnaires were duly filled data relating to the objectives of the study is
obtained by meeting customers, consumers, in area like Valsad town.
Sampling Design
A Sample design is a definite plan for obtaining a sample from a given
population. It refers to the technique or the procedure that the researcher would
adopt in selecting items for the sample. Sample design may as well lay down the
number of items to be including in the sample i.e., the size of the sample.
Sample design is determined before data arc collected.
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12. SAMPLE PROCEDURE
Sampling is a procedure by which the respondents are selected. There are
basically two types of sampling methods are:
1. Probability sampling methods.
2. Non-Probability sampling methods.
In this study area sampling method was adopted (Probability Sampling) the
required number of customers were not selected according to area sampling
procedure but the required number of sample (sample size) 10 were selected.
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13. ANALYSIS OF CUSTOMER SATISFACTION AFTER
SALES A SERVICES THROUGH QUESTIONNAIRE
1. Did you receive any intimation through calls or letters for the "service
due" date to get your vehicle serviced?
Table
Response % of customers
Yes 75
No 25
80
70
60
50
40 Yes
No
30
20
10
0
Yes no
Interpretation / Analysis:
According to my survey, out of 100, responds 75% of the people say they get
intimation from Sagar Auto. And 25% of the people not gel any intimation from
Sagar Auto about service due date to gel vehicle serviced.
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14. 2. When you entered, what was the total time taken before some one from the
staff attended YOU?
Table
Response No of customer
Excellent < 2min 15
Good (2~5 min ) 45
Fair (5~10 min) 20
Poor > 10 mm 20
Interpretation
Out of 100 respondents 15% of the people saying excellent lime taken before some one
amending staff member & 45% of the people Good, & 20% of the people fair & 20%
of the people says poor lime Taken before some one attending you..
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15. 3. How do you rate cleanliness and comfort of service reception &
customer waiting lounge / area?
Response No of customers
Excellent 42
Good 27
Fair 21
Poor 10
Interpretation
In the samples taken mil of 100 respondent 42% of the people says cleanliness
and comfort of reception & wailing area is excellent & 27% of the people says
good & 21% people says fair, & remaining 10% people says poor on cleanliness
and comfort of reception & waiting area,
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16. 4. Do you think the person who attended to you and accepted your vehicle
for service was able to understand the vehicle issues and also answered all
your queries appropriately?
Table
Response No of customers
Excellent 36
Cloud 38
Fire 16
Poor 10
Interpretation
Out of 100 respondent 36% of the people saying excellent understand the vehicle
issues and also answered all queries appropriately & 38% of the people good, &
16% of the people fair & 10% of [he people says poor to understand the vehicle
issues and also answered all queries appropriately..
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17. 5. Since how many years are using pulsar?
Table
Years No of customers
2004 10000
2005 25000
2006 30000
2007 35000
2008 40000
2009 45000
2010 50000
2011 55000
50000
45000
40000
35000
30000
25000
Years
20000
15000
10000
5000
0
2004 2005 2006 2007 2008 2009
Interpretation / Analysis:
According to my survey, responds is good of the people and use many people.
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18. 6. Which factor you had considered while purchasing pulsar?
Mileage- 15 ● Speed- 30
Style- 25 ● Maintenance- 10
Price- 20
%
10 15
Mileage
30
25 Style
Price
Speed
20 Maintenance
Interpretation / Analysis:
Customer will be satisfied 100% and get responds to Mileage 15%, Style 25%, Price 20%, Speed 30%,
Maintenance 10% of the people says.
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19. FINDINGS OF THE STUDY:
After my study on the Bajaj pulsar after the bales and service, below are the lists of
findings,
1. Sagar Auto as a dealer of Bajaj in the city of Valsad was able to satisfy
its customers in the area of service.
2. Due to lack of people in the service department customers weren’t
attended within the expected Lime of the customers.
3. Management is not fully aware of the relationship between the customer
and staff,
4. Most of the customers fell the staff still requires more skill to treat
customers.
5. Customers feel that they won’t get the same response what they get during
the sales.
6. Management must provide equal weight age for both the sales and
service, as both are related to the customers.
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