A SUMMER INTERNSHIPPROJECT

ON

CUSTOMER SATISFACTION ON

BAJAJ PULSAR 150cc IN PATAN

Submitted To

Gujarat Technological University2010 - 2012 Presented By

Name : Pragnesh J TamhaneMBA 3rd SemesterEr. No. 108030592003

INTRODUCTION

History

ESTABLISHED

• NOVEMBER 25th 1945• Jamnalal Bajaj- Founder of the Bajaj group

• Bajaj is currently India’s largest two and three-wheeler manufacture and one of the biggest in the world.

Group Company

• 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.• Hercules Hoists Ltd.• Jamnalal Sons Pvt. Ltd.• Bajaj Sevashram Pvt Ltd.• Bachhraj & Company Pvt. Ltd.• Hind Lamps Ltd.• Jeevan Ltd.• Bajaj Ventures Ltd.

• The Hindustan Housing Co Ltd.• Bajaj International Pvt Ltd.• Baroda Industries Pvt Ltd.• Hind Musafir Agency Pvt Ltd.• Stainless India Ltd.• Bajaj Allianz General Insurance Company Ltd.• Bombay Forgings Ltd.• Bajaj Allianz Life Insurance Company Ltd.

PRODUCT AWARD

• Bajaj Pulsar DTS-Fi - Bike of the Year 2007 By CNBC-TV18 Auto car Auto Awards

• Bajaj Platina 100cc - Bike of the Year 2007 By NDTV Profit Bike India

• Mr. Rajiv Bajaj - Man of the year 2005 By Auto car Professional

Company Profile

REGISTERED OFFICE: Akurdi, Pune 411 035

WORK OFFICE: Akurdi, Pune 411 035

Bajaj Nagar, Waluj Aurangabad 431136

Chakan Industrial Area, Chakan, Pune

411501 Plot No. 2, Sectoe 10, Pant

Nagar, Rudrapur

Board of Directors

• Rahul Bajaj Chairman

• Madhur Bajaj Vice Chairman

• Rajiv Bajaj Managing Director

• Sanjiv Bajaj Executive Director

PRODUCT RANGE• BAJAJ BOXER CT

• BAJAJ BOXER AR

• BAJAJ BOXER AT

• BAJAJ BYK

• BAJAJ CALIBER 115

• BAJAJ ELIMINATOR

• BAJAJ PULSUR DTS-i 150

• BAJAJ PULSUR DTS-i 150 KS

• BAJAJ PULSUR DTS-i 180

• BAJAJ WIND 125

• BAJAJ CHETAK 4S

• BAJAJ CHETAK 2S

• BAJAJ LEGEND

• BAJAJ M 80 MAJOR

• BAJAJ SPIRIT

• BAJAJ SUPER

• BAJAJ WAVE DTS-i

Research Methodology

• Research objectives

Primary objectives Secondary objective

• Research Design

Plan Structure Strategy

• DATA SOURCES

Primary data-sources - Questionnaire

Secondary data-sources

• SAMPLLING TECHNIQUE

Probability Sampling

Random Sampling

Non Random Sampling

DATA ANALYSIS

Que 1 Did you have any two wheeler before you purchased PULSUR 150 cc?

INTERPRETATION:

From the above chart we can see that there were total 87 person who had any two wheeler before they use pulsur 150cc.so we can say that now a days it is normal to have any two wheeler. So there is large

coverage area of two wheeler in the city as well as in the country.

PARTICULAR NO OF USER %

YES 87 87

NO 13 13

TOTAL 100 100

Que 2 Which bike did you have before pulsar 150cc?

Particular No. of respondence Percentage (%)

DISCOVER 10 10

PULSAR 5 5

PASSION 7 7

SPLENDER 26 26

YAMAHA LIBERO 5 5

SCOOTER 12 12

HONDA ACTIVA 12 12

CD 100 18 18

CBZ 5 5

Total 100 100

Chart

In the above graph we can see that there are 24 people out of 100 who have the hero Honda Splendor bike. In the second number there are 18 people out of 100 who have Hero Honda cd100. There are few people who have pulsur also. There are also some user who had scooter before they purchase Pulsur 150cc.we can say that hero Honda has the vast coverage area, our company has comparatively low coverage area in compare of hero Honda. the Yamaha and Honda have lowest coverage area.

Que 3 Newly purchased or second hand?

From the above graph we can say that there are less customers of the company who prefer to buy the old Pulsar. By doing survey I come to know that there are only 14% people who have the second hand bike. Most of the people have purchased own hand. they are 86% which is good for company. We can say that the customers are reliable on the company.

Particular Total Number of user

Total number of user in(%)

Yes 86 86

No 14 14

Total 100 100

Oue 4 From where did you get the information about Pulsur 150cc?

The firm use different media for connecting the people. From above graph we can see the different media. The firm has less connection with the news paper. there are only 12% people who come to know about pulsur through that. the show room and hording also have less coverage area. there are only 19% and 5% respectively. the maximum costumers have been come to know through tv add. They are 29% people. . The 26% people had taken the decision to buy the bike through friends and relatives.

Particulars Total (%)

NEWS PAPER 12 12

SHOW ROOM 19 19

TV 29 29

HORDING 5 5

FRIENDS &RELATIVES 26 26

OTHER REASON 9 9

Total 100 100

Chart:

Interpretation :-

The firm use different media for connecting the people. From above graph we can see the different media. The firm has less l connection with the news paper. there are only 12% people who come to know about pulsur through that. the hordings and others also have less coverage area. there are only 5% and 9% respectively. the maximum costumers have been come to know throuh tv. They are 29% people. The 26% people had taken the decision to buy the bike through friends & relatives.

Que 5 Reason for purchase Pulsur 150 cc bike?

I got the different reason to purchase the bike which were in customer’s mind. There are 25% people who have chosen the pulsur due to the good look. There are 23% people who liked the pick up. we can say that the bike has the pulsur has good powerful pick up. there are 20% people who are attracted by the disk break of bike. The pulsur has powerful disk break. the 20% people were influenced by the firing of bike. There were only 8% people who decided to buy the bike because of its sitting arrangement. there were less customer who liked its sitting arrangement. The 3% people have choosen the bike due to mileage. so the lowest efficiency of the bike is the mileage .so the look is the most effective factor to catch the customer

Que.6 If Pulsur 150cc was not available in the market then which bike do you prefer?

INTERPRETATION we can see in above graph there is splender is 31%

with highest .karizma and platina less % with respectively 6%and 4%.and passion,hunk and avenger are good market. But we can say that splender’s demand is good.

Que.7 What is your average running km per day?

• When I asked the question about their daily use of bike, I got different information. Most of the people are using the bike 20-30 km per day. In secondly 20% customers are using the bike at 10-20 km per day. There are 10% users driving 30-40 km per day. There are 8% users use it 40-50 km per day. There less users who use the bike more than 80 km per day. There are not any user between 0-10 km,60-70 km and 70-80km also. so the bikes are averagely used by the customers.

Que.8 MILEGE OF BIKE?

• From the above graph we can see that the mileage of the bike is good. Because there are 63% users have the mileage of 40-50km per liter. There are 31% users have the mileage of 30-40 km. There only 3% users who have the mileage of 10-20 and 50-60km per liter simultaneously.

Que 9 Are you satisfied with the performance of the Pulsur 150cc bike?

Satisfaction level

INTERPRETATION The customers have good satisfied level, which is good side for the company. The

90% customers are fully satisfied, only 10% have the negative view regarding the company. that is minor thing but the firm should try to satisfy those customers also for covering 100% expansion of the company.

FINDING• The market is divided in various branded bikes and according to the data and

the market leader bikes like Yamaha, Hero-honda, TVS, Honda. From all the competitors the company has to face tough competition with Hero Honda.

• The most of the people are satisfied by the quality of the product Bajaj bike, as people have full faith in the product and want the product any how which is good sign for the firm.

• I found that the company has good market coverage area in the customers of second hand market of bike also.

• I found that more than 80% customers are highly influenced by the look of the bike. Which is positive aspect for company’s point of view.

•

• I found that the customers are not very much satisfied with the mileage performance of the bike.

• There are some customers who are not

satisfied with the company’s service center. I observed negative response in that matter

I found following different views are given by the customers regarding the company’s service center and the bike.

The company should improve the after sales service

The mechanics of the service center do not

check internal parts of the bike. The customers are demanding the new colors

range in the bike.

RECOMMENDATION• The price of the product is affordable as per the quality provided by the

firm then also for some customers the price of the bike is not convenient.

• As the customers are not satisfied, The firm should try to improve the mileage of the bike

• The company should try to solve the customer’s problem in terms of changes which are they looking forward.

• As we found that the customers are not very much satisfied with the service center, the firm should concentrate on that and should improve the after sales service.

CONCLUSION• I made the project report to know customer satisfaction of Pulsur 150cc

of BAJAJ AUUTO LTD amongst the customers, I observed that most of customers are having been satisfied with the performance of bike.

• I would like to express my views in favors of Bajaj auto ltd with regards to its marketing survey on Pulsur 150 cc. I conclude that the Bajaj Pulsur 150cc is very successful bike in the market. Many people are using it and the customers are satisfied with the performance of the Bajaj Pulsur 150cc.

BIBLIOGRAPHY• Web sites: -

• www.bajajauto .com

THANK YOU