1
SUMMER TRAINING REPORT
On
ldquoSATISFACTION LEVEL OF CONSUMERS WITH BAJAJ
AUTO ndash PULSARrdquo
SUBMITTED
FOR THE PARTIAL FULFILLMENT OF
THE AWARD OF MBA DEGREE FROM BARKATULLAHA
UNIVERSITY BHOPAL
BY
Girijenda Singh Dangi
UNDER THE SUPERVISION OF
Prof Prasann Jain
Maharana Pratap College of Management
Bhopal (MP)
YEAR 2013-15
2
DECLARATION BY THE CANDIDATE
This declaration is made on the helliphelliphelliphelliphellipday ofhelliphelliphelliphelliphellip2015
I Girijendra Singh Dangi student of MBA III Semester of MAHARANA
PRATAP COLLEGE OF MANAGEMENT Bhopal hereby declare that the
work entitled ldquoSATISFACTION LEVEL OF CONSUMERS WITH BAJAJ
AUTO ndash PULSARrdquo is my original work I have not copied from any other
studentsrsquo work or from any other sources except where due reference or
acknowledgement is made explicitly in the text nor has any part been written
for me by another person
_______________ Girijendra Singh Dangi
Date submitted MBA III Semester
3
CERTIFICATE FROM SUPERVISOR
I Prasann Jain hereby certifies that the work entitled ldquoSATISFACTION LEVEL
OF CONSUMERS WITH BAJAJ AUTO ndash PULSARrdquo was prepared by the above
named student and was submitted under the faculty of managementrdquo as a
partialfull fulfillment for the conferment of MBA and the aforementioned
work to the best of my knowledge is the said studentrsquos work
Supervisor
Prof Prasann Jain
4
ACKNOWLEDGEMENT
I would like to express my deep sense of gratitude to the respectable guide
distinguished personalities for their precious suggestions and encouragement
during the project
The experience which is gained by me during this project is essential for me at
this turning point of my career
I am thankful to Dr Vijay Jain Director Maharana Pratap College of
Management for their valuable guide during the project work
I am also thankful to my project guide Prof Prasann Jain for providing me
guidance and support and every possible help during the project work
I am also thankful to Chairman Dr Narendra Singh Bhati for making all the
required recourse during the work of Project
I am also grateful to all the staff member of the Maharana Prtap College of
Management and all my friends and teacher who direct and indirect help me
during the project work
Last but not the least I would specially want to tank to my family member and
other people for their useful support
Girijendra Singh Dangi
MBA III Semester
5
CONTENTS
SLNO CHAPTER-1 PAGE NO
1 INTRODUCTION 06-08
STATEMENT OF THE PROBLEM
REVIW OF LITRATURE
CHAPTER-2 09-12
2 RESEARCH METHODOLOGY
DEFFINATION OF THE RESEARCH METHODOLGY
RESEARCH DESIGN
SAMPLE AND DATA COLLECTION
OBJECTIVE OF THE RESEARCH
SCOPE OF THE RESEARCH
IMPORTANCE OF THE RESEARCH
LIMITATION OF THE RESEARCH
CHAPTER-3 13-29
3 COMPANY PROFILE
HISTORY amp DEVELOPMENT
ORGANISTAIONAL STRUCTURE
PRODUCTSERVICE
CHAPTER-4 30-37
4 DATA ANALYSES DISCUSSION AND
GRAPHICAL REPRESNTAION
CHAPTER-5 38-42
5 CONCLUSION SUGGESTIONS AND BIBLIOGRAPHY
6
CHAPTER-1
INTRODUCTION
STATEMENT OF THE PROBLEM
Customer satisfaction a business term is a measure of how products and
services supplied by a company meet 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 is the important statement of the problem in this
project
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
7
REVIW OF LITRATURE
Customer Satisfaction
Customer satisfaction is the key to success getting our customers to tell you
whatrsquos good about your product or services and where you need improvement
It helps you to ensure that your businesses measure up to their expectations The
attached file contains a customer satisfaction survey from designed to make it
easy for customer to fill out and to fill and to make it easy for you to quickly
customize to exactly match your companyrsquos activities It also includes
suggestion for distributing the form ensuring that customer will return the form
and following up on comments
Customerrsquos satisfaction defined
The reason for a business firm to come into being is the existence of customer
who has unfilled needs and wants Customer satisfaction ha been
conceptualized in several ways It consists of expectations performance
interaction pleasured or displeasure and the evaluation of the benefits of
consumption
Customer satisfaction is result of confirmation of expectation Bajaj has been
focusing on the improvement and Excellency in the processes which it uses to
satisfy there to accomplish this it has focused on improving customer-
orientation and value chain integration Thus meeting the expectation of the
customer
Components of customer satisfaction dissatisfaction
Purchase ProcessIt refers to the actions of the customers in buying the
product Could he find product easily
8
Did he have to travel for to buy Whether proper quantities were available
Was sufficient information available
Obviously for a manufacture that exercises strong control over his distribution
channel any measurement of consumerrsquos satisfaction should include this
component
Bajaj has always been focusing on network expansion
Decision
It refers to the extent to which the customer thinks about correctness of his
decision with regard to satisfaction Apart from the product of the process the
customer might have regret about one component which would affect other
components consumers to action they must gain their attention
9
CHAPTER-2
RESEARCH METHODOLOGY
DEFFINATION OF RESEARCH METHODOLOGY
Cocotte Woodruff and Jenkins (1987) define customer satisfaction as
conceptualized as a feeling developed from an evaluation of the experience
HERE the timing of satisfaction response is driving consumption
But there is general agreement with Kotler (2003) that customer
satisfaction is a persons feeling of pleasure or disappointment resulting from
comparing a products perceived performance in relation to his or her
expectation In short customer satisfaction is The provision of goods or
services which fulfil the customer expectation in terms of quality and service in
relation to price paid
RESEARCH DESIGN
Survey research is the systematic gathering of information from respondents
for the purpose of understanding andor predicting some aspects of the
behaviour of the population of interest It is the most common method of
collecting primary data for marketing decisions Survey research is
concerned with administration of questionnaires (interviewing) The
survey research must be concerned with sampling questionnaire design
questionnaire administration and data analysis The administration of
questionnaire to an individual or group of individuals is called an interview A
questionnaire is simply a formalized set of questions for eliciting information
As such its function is measurement andit represents the most common form of
measurement in marketing research The report has been prepared as per the
information obtained from two sources They are
10
1 Primary data
2 Secondary data
Primary data
1 Structured questionnaire
Secondary data
1 Data from various magazines especially bike magazines
2 Internet
SAMPLE AND DATA COLLECTION
Sampling plan
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts
Sampling frame
Customers visiting showrooms for servicing their pulsar motorcycles
Sampling unit
Motorcycles owners esp Bajaj Pulsar motorcycle owners
Sampling method
Desired sample size
A sample size of 100 motorcycle owners was specified
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
2
DECLARATION BY THE CANDIDATE
This declaration is made on the helliphelliphelliphelliphellipday ofhelliphelliphelliphelliphellip2015
I Girijendra Singh Dangi student of MBA III Semester of MAHARANA
PRATAP COLLEGE OF MANAGEMENT Bhopal hereby declare that the
work entitled ldquoSATISFACTION LEVEL OF CONSUMERS WITH BAJAJ
AUTO ndash PULSARrdquo is my original work I have not copied from any other
studentsrsquo work or from any other sources except where due reference or
acknowledgement is made explicitly in the text nor has any part been written
for me by another person
_______________ Girijendra Singh Dangi
Date submitted MBA III Semester
3
CERTIFICATE FROM SUPERVISOR
I Prasann Jain hereby certifies that the work entitled ldquoSATISFACTION LEVEL
OF CONSUMERS WITH BAJAJ AUTO ndash PULSARrdquo was prepared by the above
named student and was submitted under the faculty of managementrdquo as a
partialfull fulfillment for the conferment of MBA and the aforementioned
work to the best of my knowledge is the said studentrsquos work
Supervisor
Prof Prasann Jain
4
ACKNOWLEDGEMENT
I would like to express my deep sense of gratitude to the respectable guide
distinguished personalities for their precious suggestions and encouragement
during the project
The experience which is gained by me during this project is essential for me at
this turning point of my career
I am thankful to Dr Vijay Jain Director Maharana Pratap College of
Management for their valuable guide during the project work
I am also thankful to my project guide Prof Prasann Jain for providing me
guidance and support and every possible help during the project work
I am also thankful to Chairman Dr Narendra Singh Bhati for making all the
required recourse during the work of Project
I am also grateful to all the staff member of the Maharana Prtap College of
Management and all my friends and teacher who direct and indirect help me
during the project work
Last but not the least I would specially want to tank to my family member and
other people for their useful support
Girijendra Singh Dangi
MBA III Semester
5
CONTENTS
SLNO CHAPTER-1 PAGE NO
1 INTRODUCTION 06-08
STATEMENT OF THE PROBLEM
REVIW OF LITRATURE
CHAPTER-2 09-12
2 RESEARCH METHODOLOGY
DEFFINATION OF THE RESEARCH METHODOLGY
RESEARCH DESIGN
SAMPLE AND DATA COLLECTION
OBJECTIVE OF THE RESEARCH
SCOPE OF THE RESEARCH
IMPORTANCE OF THE RESEARCH
LIMITATION OF THE RESEARCH
CHAPTER-3 13-29
3 COMPANY PROFILE
HISTORY amp DEVELOPMENT
ORGANISTAIONAL STRUCTURE
PRODUCTSERVICE
CHAPTER-4 30-37
4 DATA ANALYSES DISCUSSION AND
GRAPHICAL REPRESNTAION
CHAPTER-5 38-42
5 CONCLUSION SUGGESTIONS AND BIBLIOGRAPHY
6
CHAPTER-1
INTRODUCTION
STATEMENT OF THE PROBLEM
Customer satisfaction a business term is a measure of how products and
services supplied by a company meet 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 is the important statement of the problem in this
project
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
7
REVIW OF LITRATURE
Customer Satisfaction
Customer satisfaction is the key to success getting our customers to tell you
whatrsquos good about your product or services and where you need improvement
It helps you to ensure that your businesses measure up to their expectations The
attached file contains a customer satisfaction survey from designed to make it
easy for customer to fill out and to fill and to make it easy for you to quickly
customize to exactly match your companyrsquos activities It also includes
suggestion for distributing the form ensuring that customer will return the form
and following up on comments
Customerrsquos satisfaction defined
The reason for a business firm to come into being is the existence of customer
who has unfilled needs and wants Customer satisfaction ha been
conceptualized in several ways It consists of expectations performance
interaction pleasured or displeasure and the evaluation of the benefits of
consumption
Customer satisfaction is result of confirmation of expectation Bajaj has been
focusing on the improvement and Excellency in the processes which it uses to
satisfy there to accomplish this it has focused on improving customer-
orientation and value chain integration Thus meeting the expectation of the
customer
Components of customer satisfaction dissatisfaction
Purchase ProcessIt refers to the actions of the customers in buying the
product Could he find product easily
8
Did he have to travel for to buy Whether proper quantities were available
Was sufficient information available
Obviously for a manufacture that exercises strong control over his distribution
channel any measurement of consumerrsquos satisfaction should include this
component
Bajaj has always been focusing on network expansion
Decision
It refers to the extent to which the customer thinks about correctness of his
decision with regard to satisfaction Apart from the product of the process the
customer might have regret about one component which would affect other
components consumers to action they must gain their attention
9
CHAPTER-2
RESEARCH METHODOLOGY
DEFFINATION OF RESEARCH METHODOLOGY
Cocotte Woodruff and Jenkins (1987) define customer satisfaction as
conceptualized as a feeling developed from an evaluation of the experience
HERE the timing of satisfaction response is driving consumption
But there is general agreement with Kotler (2003) that customer
satisfaction is a persons feeling of pleasure or disappointment resulting from
comparing a products perceived performance in relation to his or her
expectation In short customer satisfaction is The provision of goods or
services which fulfil the customer expectation in terms of quality and service in
relation to price paid
RESEARCH DESIGN
Survey research is the systematic gathering of information from respondents
for the purpose of understanding andor predicting some aspects of the
behaviour of the population of interest It is the most common method of
collecting primary data for marketing decisions Survey research is
concerned with administration of questionnaires (interviewing) The
survey research must be concerned with sampling questionnaire design
questionnaire administration and data analysis The administration of
questionnaire to an individual or group of individuals is called an interview A
questionnaire is simply a formalized set of questions for eliciting information
As such its function is measurement andit represents the most common form of
measurement in marketing research The report has been prepared as per the
information obtained from two sources They are
10
1 Primary data
2 Secondary data
Primary data
1 Structured questionnaire
Secondary data
1 Data from various magazines especially bike magazines
2 Internet
SAMPLE AND DATA COLLECTION
Sampling plan
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts
Sampling frame
Customers visiting showrooms for servicing their pulsar motorcycles
Sampling unit
Motorcycles owners esp Bajaj Pulsar motorcycle owners
Sampling method
Desired sample size
A sample size of 100 motorcycle owners was specified
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
3
CERTIFICATE FROM SUPERVISOR
I Prasann Jain hereby certifies that the work entitled ldquoSATISFACTION LEVEL
OF CONSUMERS WITH BAJAJ AUTO ndash PULSARrdquo was prepared by the above
named student and was submitted under the faculty of managementrdquo as a
partialfull fulfillment for the conferment of MBA and the aforementioned
work to the best of my knowledge is the said studentrsquos work
Supervisor
Prof Prasann Jain
4
ACKNOWLEDGEMENT
I would like to express my deep sense of gratitude to the respectable guide
distinguished personalities for their precious suggestions and encouragement
during the project
The experience which is gained by me during this project is essential for me at
this turning point of my career
I am thankful to Dr Vijay Jain Director Maharana Pratap College of
Management for their valuable guide during the project work
I am also thankful to my project guide Prof Prasann Jain for providing me
guidance and support and every possible help during the project work
I am also thankful to Chairman Dr Narendra Singh Bhati for making all the
required recourse during the work of Project
I am also grateful to all the staff member of the Maharana Prtap College of
Management and all my friends and teacher who direct and indirect help me
during the project work
Last but not the least I would specially want to tank to my family member and
other people for their useful support
Girijendra Singh Dangi
MBA III Semester
5
CONTENTS
SLNO CHAPTER-1 PAGE NO
1 INTRODUCTION 06-08
STATEMENT OF THE PROBLEM
REVIW OF LITRATURE
CHAPTER-2 09-12
2 RESEARCH METHODOLOGY
DEFFINATION OF THE RESEARCH METHODOLGY
RESEARCH DESIGN
SAMPLE AND DATA COLLECTION
OBJECTIVE OF THE RESEARCH
SCOPE OF THE RESEARCH
IMPORTANCE OF THE RESEARCH
LIMITATION OF THE RESEARCH
CHAPTER-3 13-29
3 COMPANY PROFILE
HISTORY amp DEVELOPMENT
ORGANISTAIONAL STRUCTURE
PRODUCTSERVICE
CHAPTER-4 30-37
4 DATA ANALYSES DISCUSSION AND
GRAPHICAL REPRESNTAION
CHAPTER-5 38-42
5 CONCLUSION SUGGESTIONS AND BIBLIOGRAPHY
6
CHAPTER-1
INTRODUCTION
STATEMENT OF THE PROBLEM
Customer satisfaction a business term is a measure of how products and
services supplied by a company meet 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 is the important statement of the problem in this
project
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
7
REVIW OF LITRATURE
Customer Satisfaction
Customer satisfaction is the key to success getting our customers to tell you
whatrsquos good about your product or services and where you need improvement
It helps you to ensure that your businesses measure up to their expectations The
attached file contains a customer satisfaction survey from designed to make it
easy for customer to fill out and to fill and to make it easy for you to quickly
customize to exactly match your companyrsquos activities It also includes
suggestion for distributing the form ensuring that customer will return the form
and following up on comments
Customerrsquos satisfaction defined
The reason for a business firm to come into being is the existence of customer
who has unfilled needs and wants Customer satisfaction ha been
conceptualized in several ways It consists of expectations performance
interaction pleasured or displeasure and the evaluation of the benefits of
consumption
Customer satisfaction is result of confirmation of expectation Bajaj has been
focusing on the improvement and Excellency in the processes which it uses to
satisfy there to accomplish this it has focused on improving customer-
orientation and value chain integration Thus meeting the expectation of the
customer
Components of customer satisfaction dissatisfaction
Purchase ProcessIt refers to the actions of the customers in buying the
product Could he find product easily
8
Did he have to travel for to buy Whether proper quantities were available
Was sufficient information available
Obviously for a manufacture that exercises strong control over his distribution
channel any measurement of consumerrsquos satisfaction should include this
component
Bajaj has always been focusing on network expansion
Decision
It refers to the extent to which the customer thinks about correctness of his
decision with regard to satisfaction Apart from the product of the process the
customer might have regret about one component which would affect other
components consumers to action they must gain their attention
9
CHAPTER-2
RESEARCH METHODOLOGY
DEFFINATION OF RESEARCH METHODOLOGY
Cocotte Woodruff and Jenkins (1987) define customer satisfaction as
conceptualized as a feeling developed from an evaluation of the experience
HERE the timing of satisfaction response is driving consumption
But there is general agreement with Kotler (2003) that customer
satisfaction is a persons feeling of pleasure or disappointment resulting from
comparing a products perceived performance in relation to his or her
expectation In short customer satisfaction is The provision of goods or
services which fulfil the customer expectation in terms of quality and service in
relation to price paid
RESEARCH DESIGN
Survey research is the systematic gathering of information from respondents
for the purpose of understanding andor predicting some aspects of the
behaviour of the population of interest It is the most common method of
collecting primary data for marketing decisions Survey research is
concerned with administration of questionnaires (interviewing) The
survey research must be concerned with sampling questionnaire design
questionnaire administration and data analysis The administration of
questionnaire to an individual or group of individuals is called an interview A
questionnaire is simply a formalized set of questions for eliciting information
As such its function is measurement andit represents the most common form of
measurement in marketing research The report has been prepared as per the
information obtained from two sources They are
10
1 Primary data
2 Secondary data
Primary data
1 Structured questionnaire
Secondary data
1 Data from various magazines especially bike magazines
2 Internet
SAMPLE AND DATA COLLECTION
Sampling plan
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts
Sampling frame
Customers visiting showrooms for servicing their pulsar motorcycles
Sampling unit
Motorcycles owners esp Bajaj Pulsar motorcycle owners
Sampling method
Desired sample size
A sample size of 100 motorcycle owners was specified
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
4
ACKNOWLEDGEMENT
I would like to express my deep sense of gratitude to the respectable guide
distinguished personalities for their precious suggestions and encouragement
during the project
The experience which is gained by me during this project is essential for me at
this turning point of my career
I am thankful to Dr Vijay Jain Director Maharana Pratap College of
Management for their valuable guide during the project work
I am also thankful to my project guide Prof Prasann Jain for providing me
guidance and support and every possible help during the project work
I am also thankful to Chairman Dr Narendra Singh Bhati for making all the
required recourse during the work of Project
I am also grateful to all the staff member of the Maharana Prtap College of
Management and all my friends and teacher who direct and indirect help me
during the project work
Last but not the least I would specially want to tank to my family member and
other people for their useful support
Girijendra Singh Dangi
MBA III Semester
5
CONTENTS
SLNO CHAPTER-1 PAGE NO
1 INTRODUCTION 06-08
STATEMENT OF THE PROBLEM
REVIW OF LITRATURE
CHAPTER-2 09-12
2 RESEARCH METHODOLOGY
DEFFINATION OF THE RESEARCH METHODOLGY
RESEARCH DESIGN
SAMPLE AND DATA COLLECTION
OBJECTIVE OF THE RESEARCH
SCOPE OF THE RESEARCH
IMPORTANCE OF THE RESEARCH
LIMITATION OF THE RESEARCH
CHAPTER-3 13-29
3 COMPANY PROFILE
HISTORY amp DEVELOPMENT
ORGANISTAIONAL STRUCTURE
PRODUCTSERVICE
CHAPTER-4 30-37
4 DATA ANALYSES DISCUSSION AND
GRAPHICAL REPRESNTAION
CHAPTER-5 38-42
5 CONCLUSION SUGGESTIONS AND BIBLIOGRAPHY
6
CHAPTER-1
INTRODUCTION
STATEMENT OF THE PROBLEM
Customer satisfaction a business term is a measure of how products and
services supplied by a company meet 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 is the important statement of the problem in this
project
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
7
REVIW OF LITRATURE
Customer Satisfaction
Customer satisfaction is the key to success getting our customers to tell you
whatrsquos good about your product or services and where you need improvement
It helps you to ensure that your businesses measure up to their expectations The
attached file contains a customer satisfaction survey from designed to make it
easy for customer to fill out and to fill and to make it easy for you to quickly
customize to exactly match your companyrsquos activities It also includes
suggestion for distributing the form ensuring that customer will return the form
and following up on comments
Customerrsquos satisfaction defined
The reason for a business firm to come into being is the existence of customer
who has unfilled needs and wants Customer satisfaction ha been
conceptualized in several ways It consists of expectations performance
interaction pleasured or displeasure and the evaluation of the benefits of
consumption
Customer satisfaction is result of confirmation of expectation Bajaj has been
focusing on the improvement and Excellency in the processes which it uses to
satisfy there to accomplish this it has focused on improving customer-
orientation and value chain integration Thus meeting the expectation of the
customer
Components of customer satisfaction dissatisfaction
Purchase ProcessIt refers to the actions of the customers in buying the
product Could he find product easily
8
Did he have to travel for to buy Whether proper quantities were available
Was sufficient information available
Obviously for a manufacture that exercises strong control over his distribution
channel any measurement of consumerrsquos satisfaction should include this
component
Bajaj has always been focusing on network expansion
Decision
It refers to the extent to which the customer thinks about correctness of his
decision with regard to satisfaction Apart from the product of the process the
customer might have regret about one component which would affect other
components consumers to action they must gain their attention
9
CHAPTER-2
RESEARCH METHODOLOGY
DEFFINATION OF RESEARCH METHODOLOGY
Cocotte Woodruff and Jenkins (1987) define customer satisfaction as
conceptualized as a feeling developed from an evaluation of the experience
HERE the timing of satisfaction response is driving consumption
But there is general agreement with Kotler (2003) that customer
satisfaction is a persons feeling of pleasure or disappointment resulting from
comparing a products perceived performance in relation to his or her
expectation In short customer satisfaction is The provision of goods or
services which fulfil the customer expectation in terms of quality and service in
relation to price paid
RESEARCH DESIGN
Survey research is the systematic gathering of information from respondents
for the purpose of understanding andor predicting some aspects of the
behaviour of the population of interest It is the most common method of
collecting primary data for marketing decisions Survey research is
concerned with administration of questionnaires (interviewing) The
survey research must be concerned with sampling questionnaire design
questionnaire administration and data analysis The administration of
questionnaire to an individual or group of individuals is called an interview A
questionnaire is simply a formalized set of questions for eliciting information
As such its function is measurement andit represents the most common form of
measurement in marketing research The report has been prepared as per the
information obtained from two sources They are
10
1 Primary data
2 Secondary data
Primary data
1 Structured questionnaire
Secondary data
1 Data from various magazines especially bike magazines
2 Internet
SAMPLE AND DATA COLLECTION
Sampling plan
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts
Sampling frame
Customers visiting showrooms for servicing their pulsar motorcycles
Sampling unit
Motorcycles owners esp Bajaj Pulsar motorcycle owners
Sampling method
Desired sample size
A sample size of 100 motorcycle owners was specified
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
5
CONTENTS
SLNO CHAPTER-1 PAGE NO
1 INTRODUCTION 06-08
STATEMENT OF THE PROBLEM
REVIW OF LITRATURE
CHAPTER-2 09-12
2 RESEARCH METHODOLOGY
DEFFINATION OF THE RESEARCH METHODOLGY
RESEARCH DESIGN
SAMPLE AND DATA COLLECTION
OBJECTIVE OF THE RESEARCH
SCOPE OF THE RESEARCH
IMPORTANCE OF THE RESEARCH
LIMITATION OF THE RESEARCH
CHAPTER-3 13-29
3 COMPANY PROFILE
HISTORY amp DEVELOPMENT
ORGANISTAIONAL STRUCTURE
PRODUCTSERVICE
CHAPTER-4 30-37
4 DATA ANALYSES DISCUSSION AND
GRAPHICAL REPRESNTAION
CHAPTER-5 38-42
5 CONCLUSION SUGGESTIONS AND BIBLIOGRAPHY
6
CHAPTER-1
INTRODUCTION
STATEMENT OF THE PROBLEM
Customer satisfaction a business term is a measure of how products and
services supplied by a company meet 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 is the important statement of the problem in this
project
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
7
REVIW OF LITRATURE
Customer Satisfaction
Customer satisfaction is the key to success getting our customers to tell you
whatrsquos good about your product or services and where you need improvement
It helps you to ensure that your businesses measure up to their expectations The
attached file contains a customer satisfaction survey from designed to make it
easy for customer to fill out and to fill and to make it easy for you to quickly
customize to exactly match your companyrsquos activities It also includes
suggestion for distributing the form ensuring that customer will return the form
and following up on comments
Customerrsquos satisfaction defined
The reason for a business firm to come into being is the existence of customer
who has unfilled needs and wants Customer satisfaction ha been
conceptualized in several ways It consists of expectations performance
interaction pleasured or displeasure and the evaluation of the benefits of
consumption
Customer satisfaction is result of confirmation of expectation Bajaj has been
focusing on the improvement and Excellency in the processes which it uses to
satisfy there to accomplish this it has focused on improving customer-
orientation and value chain integration Thus meeting the expectation of the
customer
Components of customer satisfaction dissatisfaction
Purchase ProcessIt refers to the actions of the customers in buying the
product Could he find product easily
8
Did he have to travel for to buy Whether proper quantities were available
Was sufficient information available
Obviously for a manufacture that exercises strong control over his distribution
channel any measurement of consumerrsquos satisfaction should include this
component
Bajaj has always been focusing on network expansion
Decision
It refers to the extent to which the customer thinks about correctness of his
decision with regard to satisfaction Apart from the product of the process the
customer might have regret about one component which would affect other
components consumers to action they must gain their attention
9
CHAPTER-2
RESEARCH METHODOLOGY
DEFFINATION OF RESEARCH METHODOLOGY
Cocotte Woodruff and Jenkins (1987) define customer satisfaction as
conceptualized as a feeling developed from an evaluation of the experience
HERE the timing of satisfaction response is driving consumption
But there is general agreement with Kotler (2003) that customer
satisfaction is a persons feeling of pleasure or disappointment resulting from
comparing a products perceived performance in relation to his or her
expectation In short customer satisfaction is The provision of goods or
services which fulfil the customer expectation in terms of quality and service in
relation to price paid
RESEARCH DESIGN
Survey research is the systematic gathering of information from respondents
for the purpose of understanding andor predicting some aspects of the
behaviour of the population of interest It is the most common method of
collecting primary data for marketing decisions Survey research is
concerned with administration of questionnaires (interviewing) The
survey research must be concerned with sampling questionnaire design
questionnaire administration and data analysis The administration of
questionnaire to an individual or group of individuals is called an interview A
questionnaire is simply a formalized set of questions for eliciting information
As such its function is measurement andit represents the most common form of
measurement in marketing research The report has been prepared as per the
information obtained from two sources They are
10
1 Primary data
2 Secondary data
Primary data
1 Structured questionnaire
Secondary data
1 Data from various magazines especially bike magazines
2 Internet
SAMPLE AND DATA COLLECTION
Sampling plan
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts
Sampling frame
Customers visiting showrooms for servicing their pulsar motorcycles
Sampling unit
Motorcycles owners esp Bajaj Pulsar motorcycle owners
Sampling method
Desired sample size
A sample size of 100 motorcycle owners was specified
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
6
CHAPTER-1
INTRODUCTION
STATEMENT OF THE PROBLEM
Customer satisfaction a business term is a measure of how products and
services supplied by a company meet 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 is the important statement of the problem in this
project
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
7
REVIW OF LITRATURE
Customer Satisfaction
Customer satisfaction is the key to success getting our customers to tell you
whatrsquos good about your product or services and where you need improvement
It helps you to ensure that your businesses measure up to their expectations The
attached file contains a customer satisfaction survey from designed to make it
easy for customer to fill out and to fill and to make it easy for you to quickly
customize to exactly match your companyrsquos activities It also includes
suggestion for distributing the form ensuring that customer will return the form
and following up on comments
Customerrsquos satisfaction defined
The reason for a business firm to come into being is the existence of customer
who has unfilled needs and wants Customer satisfaction ha been
conceptualized in several ways It consists of expectations performance
interaction pleasured or displeasure and the evaluation of the benefits of
consumption
Customer satisfaction is result of confirmation of expectation Bajaj has been
focusing on the improvement and Excellency in the processes which it uses to
satisfy there to accomplish this it has focused on improving customer-
orientation and value chain integration Thus meeting the expectation of the
customer
Components of customer satisfaction dissatisfaction
Purchase ProcessIt refers to the actions of the customers in buying the
product Could he find product easily
8
Did he have to travel for to buy Whether proper quantities were available
Was sufficient information available
Obviously for a manufacture that exercises strong control over his distribution
channel any measurement of consumerrsquos satisfaction should include this
component
Bajaj has always been focusing on network expansion
Decision
It refers to the extent to which the customer thinks about correctness of his
decision with regard to satisfaction Apart from the product of the process the
customer might have regret about one component which would affect other
components consumers to action they must gain their attention
9
CHAPTER-2
RESEARCH METHODOLOGY
DEFFINATION OF RESEARCH METHODOLOGY
Cocotte Woodruff and Jenkins (1987) define customer satisfaction as
conceptualized as a feeling developed from an evaluation of the experience
HERE the timing of satisfaction response is driving consumption
But there is general agreement with Kotler (2003) that customer
satisfaction is a persons feeling of pleasure or disappointment resulting from
comparing a products perceived performance in relation to his or her
expectation In short customer satisfaction is The provision of goods or
services which fulfil the customer expectation in terms of quality and service in
relation to price paid
RESEARCH DESIGN
Survey research is the systematic gathering of information from respondents
for the purpose of understanding andor predicting some aspects of the
behaviour of the population of interest It is the most common method of
collecting primary data for marketing decisions Survey research is
concerned with administration of questionnaires (interviewing) The
survey research must be concerned with sampling questionnaire design
questionnaire administration and data analysis The administration of
questionnaire to an individual or group of individuals is called an interview A
questionnaire is simply a formalized set of questions for eliciting information
As such its function is measurement andit represents the most common form of
measurement in marketing research The report has been prepared as per the
information obtained from two sources They are
10
1 Primary data
2 Secondary data
Primary data
1 Structured questionnaire
Secondary data
1 Data from various magazines especially bike magazines
2 Internet
SAMPLE AND DATA COLLECTION
Sampling plan
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts
Sampling frame
Customers visiting showrooms for servicing their pulsar motorcycles
Sampling unit
Motorcycles owners esp Bajaj Pulsar motorcycle owners
Sampling method
Desired sample size
A sample size of 100 motorcycle owners was specified
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
7
REVIW OF LITRATURE
Customer Satisfaction
Customer satisfaction is the key to success getting our customers to tell you
whatrsquos good about your product or services and where you need improvement
It helps you to ensure that your businesses measure up to their expectations The
attached file contains a customer satisfaction survey from designed to make it
easy for customer to fill out and to fill and to make it easy for you to quickly
customize to exactly match your companyrsquos activities It also includes
suggestion for distributing the form ensuring that customer will return the form
and following up on comments
Customerrsquos satisfaction defined
The reason for a business firm to come into being is the existence of customer
who has unfilled needs and wants Customer satisfaction ha been
conceptualized in several ways It consists of expectations performance
interaction pleasured or displeasure and the evaluation of the benefits of
consumption
Customer satisfaction is result of confirmation of expectation Bajaj has been
focusing on the improvement and Excellency in the processes which it uses to
satisfy there to accomplish this it has focused on improving customer-
orientation and value chain integration Thus meeting the expectation of the
customer
Components of customer satisfaction dissatisfaction
Purchase ProcessIt refers to the actions of the customers in buying the
product Could he find product easily
8
Did he have to travel for to buy Whether proper quantities were available
Was sufficient information available
Obviously for a manufacture that exercises strong control over his distribution
channel any measurement of consumerrsquos satisfaction should include this
component
Bajaj has always been focusing on network expansion
Decision
It refers to the extent to which the customer thinks about correctness of his
decision with regard to satisfaction Apart from the product of the process the
customer might have regret about one component which would affect other
components consumers to action they must gain their attention
9
CHAPTER-2
RESEARCH METHODOLOGY
DEFFINATION OF RESEARCH METHODOLOGY
Cocotte Woodruff and Jenkins (1987) define customer satisfaction as
conceptualized as a feeling developed from an evaluation of the experience
HERE the timing of satisfaction response is driving consumption
But there is general agreement with Kotler (2003) that customer
satisfaction is a persons feeling of pleasure or disappointment resulting from
comparing a products perceived performance in relation to his or her
expectation In short customer satisfaction is The provision of goods or
services which fulfil the customer expectation in terms of quality and service in
relation to price paid
RESEARCH DESIGN
Survey research is the systematic gathering of information from respondents
for the purpose of understanding andor predicting some aspects of the
behaviour of the population of interest It is the most common method of
collecting primary data for marketing decisions Survey research is
concerned with administration of questionnaires (interviewing) The
survey research must be concerned with sampling questionnaire design
questionnaire administration and data analysis The administration of
questionnaire to an individual or group of individuals is called an interview A
questionnaire is simply a formalized set of questions for eliciting information
As such its function is measurement andit represents the most common form of
measurement in marketing research The report has been prepared as per the
information obtained from two sources They are
10
1 Primary data
2 Secondary data
Primary data
1 Structured questionnaire
Secondary data
1 Data from various magazines especially bike magazines
2 Internet
SAMPLE AND DATA COLLECTION
Sampling plan
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts
Sampling frame
Customers visiting showrooms for servicing their pulsar motorcycles
Sampling unit
Motorcycles owners esp Bajaj Pulsar motorcycle owners
Sampling method
Desired sample size
A sample size of 100 motorcycle owners was specified
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
8
Did he have to travel for to buy Whether proper quantities were available
Was sufficient information available
Obviously for a manufacture that exercises strong control over his distribution
channel any measurement of consumerrsquos satisfaction should include this
component
Bajaj has always been focusing on network expansion
Decision
It refers to the extent to which the customer thinks about correctness of his
decision with regard to satisfaction Apart from the product of the process the
customer might have regret about one component which would affect other
components consumers to action they must gain their attention
9
CHAPTER-2
RESEARCH METHODOLOGY
DEFFINATION OF RESEARCH METHODOLOGY
Cocotte Woodruff and Jenkins (1987) define customer satisfaction as
conceptualized as a feeling developed from an evaluation of the experience
HERE the timing of satisfaction response is driving consumption
But there is general agreement with Kotler (2003) that customer
satisfaction is a persons feeling of pleasure or disappointment resulting from
comparing a products perceived performance in relation to his or her
expectation In short customer satisfaction is The provision of goods or
services which fulfil the customer expectation in terms of quality and service in
relation to price paid
RESEARCH DESIGN
Survey research is the systematic gathering of information from respondents
for the purpose of understanding andor predicting some aspects of the
behaviour of the population of interest It is the most common method of
collecting primary data for marketing decisions Survey research is
concerned with administration of questionnaires (interviewing) The
survey research must be concerned with sampling questionnaire design
questionnaire administration and data analysis The administration of
questionnaire to an individual or group of individuals is called an interview A
questionnaire is simply a formalized set of questions for eliciting information
As such its function is measurement andit represents the most common form of
measurement in marketing research The report has been prepared as per the
information obtained from two sources They are
10
1 Primary data
2 Secondary data
Primary data
1 Structured questionnaire
Secondary data
1 Data from various magazines especially bike magazines
2 Internet
SAMPLE AND DATA COLLECTION
Sampling plan
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts
Sampling frame
Customers visiting showrooms for servicing their pulsar motorcycles
Sampling unit
Motorcycles owners esp Bajaj Pulsar motorcycle owners
Sampling method
Desired sample size
A sample size of 100 motorcycle owners was specified
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
9
CHAPTER-2
RESEARCH METHODOLOGY
DEFFINATION OF RESEARCH METHODOLOGY
Cocotte Woodruff and Jenkins (1987) define customer satisfaction as
conceptualized as a feeling developed from an evaluation of the experience
HERE the timing of satisfaction response is driving consumption
But there is general agreement with Kotler (2003) that customer
satisfaction is a persons feeling of pleasure or disappointment resulting from
comparing a products perceived performance in relation to his or her
expectation In short customer satisfaction is The provision of goods or
services which fulfil the customer expectation in terms of quality and service in
relation to price paid
RESEARCH DESIGN
Survey research is the systematic gathering of information from respondents
for the purpose of understanding andor predicting some aspects of the
behaviour of the population of interest It is the most common method of
collecting primary data for marketing decisions Survey research is
concerned with administration of questionnaires (interviewing) The
survey research must be concerned with sampling questionnaire design
questionnaire administration and data analysis The administration of
questionnaire to an individual or group of individuals is called an interview A
questionnaire is simply a formalized set of questions for eliciting information
As such its function is measurement andit represents the most common form of
measurement in marketing research The report has been prepared as per the
information obtained from two sources They are
10
1 Primary data
2 Secondary data
Primary data
1 Structured questionnaire
Secondary data
1 Data from various magazines especially bike magazines
2 Internet
SAMPLE AND DATA COLLECTION
Sampling plan
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts
Sampling frame
Customers visiting showrooms for servicing their pulsar motorcycles
Sampling unit
Motorcycles owners esp Bajaj Pulsar motorcycle owners
Sampling method
Desired sample size
A sample size of 100 motorcycle owners was specified
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
10
1 Primary data
2 Secondary data
Primary data
1 Structured questionnaire
Secondary data
1 Data from various magazines especially bike magazines
2 Internet
SAMPLE AND DATA COLLECTION
Sampling plan
Data collected has been analyzed and interpreted by percentage system and
presented in pie charts
Sampling frame
Customers visiting showrooms for servicing their pulsar motorcycles
Sampling unit
Motorcycles owners esp Bajaj Pulsar motorcycle owners
Sampling method
Desired sample size
A sample size of 100 motorcycle owners was specified
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
11
OBJECTIVE OF THE RESEARCH
The objective of the study is ldquoCompany image Bajaj and Survey research
to measure customer satisfaction towards Bajaj Pulsarrdquo
To determine the effects of the company image on the sales
To understand customer attitude towards Bajaj motorcycles
To measure customer satisfaction of Bajaj pulsar motorcycle owners
To know the tastes and preferences of people of when it comes to Pulsar
bikes
To find the reasons for buying Pulsar motorcycle
SCOPE OF THE RESEARCH
The satisfaction level of the customer study will help to know the
performance of Surjeet bajaj Motors amp it also help the management can
emphasize on their weaker areas for improvement
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
12
IMPORTANCE OF THE RESEARCH
It costs at least 7 times more to source a new customer than it does to
retain existing one a satisfied customer tells 5-7 people in a year whilst a
dissatisfied customer will tell 14-15 people
Companies can boost profits anywhere from 25 to 125 by retaining a
mere 5 more of their existing customers
Totally satisfied customers were 6 times more likely to use that services
and commend it than satisfied customers
Customers who have a bad experience with you and do not complain are
only 37 likely to still do business with you
Customers who have an opportunity to complain and the complaint is
achieved are 95 likely to still do business with you
LIMITATION OF THE RESEARCH
The responses given by the respondents may not be true
The respondents may be careless in responding to the questionnaire
The respondents may be illiterate
There may be respondentrsquos bias
Even though utmost care has been taken in conducting the
survey the findings may sometimes differ from the population
The study is conducted of academic nature
The split happened 1 year before the study not giving the long
run result of Hero Motors Bikes
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
13
CHAPTER-3
BRIEF PROFILE OF THE COMPANY
HISTORY AND DEVELOPEMENT
Bajaj Auto Ltd is the largest exporter of two and three wheelers With
Kawasaki Heavy Industries of Japan Bajaj manufactures state-of-the-art range
of two-wheelers The brand Pulsar is continually dominating the Indian
motorcycle market in the premium segment Its Discover DTSi is also a
successful bike on Indian roads
Bajaj is promoted by the highly qualified and experienced promoters
having a successful track record of more than 40 years of experience in the
manufacture of auto parts
Bajaj Brand Identity
Our brand is the visual expression of our thoughts and actions It conveys
to everyone our intention to constantly inspire confidence Our customers are
the primary audience for our brand Indeed our brand identity is shaped as
much by their belief in Bajaj as it is by our own vision Everything we do must
always reinforce the distinctiveness and the power of our brand We can do this
by living our brand essence and by continuously seeking to enhance our
customerrsquos experience In doing so we ensure a special place for ourselves in
the heats and minds of our customers
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
14
Bajaj Brand Essence
Our brand Essence is the soul of our brand Our brand essence
encapsulates our mission at Bajaj
It is the singular representation of our terms of endearment with our
customers it provides the basis on which we grow profitably in the market Our
brand essence is excitement Bajaj strives to inspire confidence through
excitement engineering Blending together youthful creativity and competitive
technology to exceed the spoken and the implicit expectation of our customers
By challenging the given By exploring the unknown and thereby stretching
ourselves towards tomorrow today
Bajaj Brand Values
We live our brand by its values of learning innovation Perfection speed
and transparency Bajaj will constantly inspire confidence through excitement
engineering
Learning Learning is how we ensure proactively It is a value that embraces
knowledge as the platform for building well informed reasoned and decisive
actions
Innovation Innovation is how we create the future It is a value that provokes
us to reach beyond the obvious in pursuit of that which exceeds the ordinary
Perfection Perfection is how we set new standards It is a value that exhibits
our determination to excel by endeavoring to establish new benchmarks all the
time
Speed Speed is how we convey clear conviction It is a value that keeps us
sharply responsive Mirroring our commitment towards our goals and processes
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
15
Transparency Transparency is how we characterize ourselves It is a value
that makes us worthy of credibility through integrity of trust through sensitivity
and of loyalty through interdependence
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
16
Industry Profile
Founder Jamnalal Bajaj
Year of Establishment 1926
Industry Automotive - Two amp Three Wheelers
Business Group The Bajaj Group
Listings amp its codes BSE - Code 500490 NSE - Code BAJAJAUTO
Presence Distribution network covers 50 countries
Dominant presence in Sri Lanka Bangladesh Columbia
Guatemala Peru Egypt Iran and Indonesia
Joint Venture Kawasaki Heavy Industries of Japan
Registered amp Head
Office
Akurdi Pune - 411035
India
Tel +(91)-(20)-27472851
Fax +(91)-(20)-27473398
Works Akurdi Pune 411035 Bajaj Nagar Waluj Aurangabad
431136
Chakan Industrial Area Chakan Pune 411501
E-mail rahulBajajBajajautocoin
Website wwwBajajautocom
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
17
Management profile
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P Dsa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg amp Sales - 2Wh)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research amp Development)
J Sridhar Company Secretary
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
18
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman amp Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
DS Mehta Whole-Time Director
Kantikumar R Podar Director
Shekhar Bajaj Director
DJ Balaji Rao Director
JN Godrej Director
SH Khan Director
Mrs Suman Kirloskar Director
Naresh Chandra Director
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
19
Committees of the Board
Audit Committee
SH Khan Chairman
DJ Balaji Rao
JN Godrej
Naresh Chandra
Nanoo Pamnani
Shareholdersrsquo amp Investorsrsquo Grievance committee
DJ Balaji Rao Chairman
JN Godrej
Naresh Chandra
S H Khan
Remuneration committee
DJ Balaji Rao Chairman
SH Khan
Naresh Chandra
Registered under the Indian Companies Act VII of 1913
REGISTERED
OFFICE
Akurdi Pune 411 035
WORKS Akurdi Pune 411 035
Bajaj Nagar Waluj Aurangabad 431 136
Chakan Industrial Area Chakan Pune 411 501
Plot No 2 Sectoe 10 Pant Nagar Rudrapur
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
20
Awards
Product Award Year By
Bajaj Pulsar DTS-Fi - Bike of the
Year
2007 CNBC-TV18 Autocar Auto
Awards
Bajaj Platina 100cc - Bike of the
Year
2007 NDTV Profit Bike India
Mr Rajiv Bajaj - Man of the year
2005
2005 Autocar Professional
Mr Rajiv Bajaj - Automotive Man of
the year 2005
2005 Bike India amp NDTV India
Bajaj CT 100 - Motorcycle Total
Customer Satisfaction Study 2005
2005 TNS Automotive
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
2004 ICICI Bank OVERDRIVE
Awards 2004
Bajaj Pulsar DTS-i Bike of the Year
2004
2004 ICICI Bank OVERDRIVE
Awards 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
Bajaj Pulsar 180 DTS-i BBC World
Wheels Viewers Choice Two
Wheeler of Year 2003
2003 BBC World Wheels Award
2003
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
21
Bajaj Pulsar 180 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 55000 to Rs 70000
2003 BBC World Wheels Award
2003
Bajaj Pulsar 150 DTS-i BBC World
Wheels Award for Best Two Wheeler
between Rs 45000 to Rs 55000
2003 BBC World Wheels Award
2003
Bajaj Boxer AT KTEC BBC World
Wheels Award for Best Two Wheeler
under Rs 30000
2003 BBC World Wheels Award
2003
Bajaj Pulsar - Motorcycle Total
Customer Satisfaction Study
2003 NFO Automotive
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE
Awards 2003
Bajaj Pulsar - Most exciting bike of
the year
2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike
of the year
2001 OVERDRIVE Awards
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
22
Award Year By
Chakan Plant Super Platinum Award for
Manufacturing Excellence
2006-07 Frost and Sullivan
Chakan amp Waluj Plants Audit Passed for
TPM Excellence Award
2006-07 TPM
Bikemaker of the Year 2006-07 Overdrive Awards
Bike Manufacturer of the Year 2007 2006-07 NDTV Profit Bike India
All India Trophy for Highest Exporter 1998-99 EEPC
Focus LAC Award for Outstanding
Performance
1998-99 India Trade Promotion
Organisation
Export Excellence 1998-99 EEPC
Certificate of Merit 1998-99 India Trade Promotion
Organisation
Award for Export Excellence 1997-98 EEPC
Export Excellence 1997-98 MCCIIA
All India Trophy for Highest Exporter 1997-98 EEPC
Top Exporter Shield ndash Western Region 1996-97 EEPC
Export Excellence 1996-97 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 1995-96 MCCIA
Top Exporter Shield ndash Western Region 1995-96 EEPC
Certificate of Merit 1995-96 Government of India
Ministry of Commerce
Award for Export Excellence 1994-95 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 Government of India
Ministry of Commerce
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
23
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
Award for Export Excellence 1993-94 EEPC
Capital Goods Export 1992-93 EEPC
Regional Special Shield - Capital Goods
Category
1990-91 EEPC
Certificate of Export Excellence 1986-87 EEPC
Certificate of Export Recognition 1980-81 EEPC
Certificate of Export Recognition 1979-80 EEPC
Award for Export Excellence 1979-80 EEPC
Certificate of Merit 1978-79 Government of India
Ministry of Commerce
Certificate of Export Recognition 1978-79 EEPC
Award for Export Excellence 1977-78 EEPC
Certificate of Export Recognition 1977-78 EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975-76 EEPC
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
24
Rahul Bajaj
Chairman
Rahul Bajaj is an Honours Graduate in Economics and Law and a
Business Graduate from the Harvard Business School He was
appointed Chief Executive Officer of Bajaj Auto in 1968 and took
over later as Head of the Bajaj Group of companies
Madhur Bajaj (Vice Chairman)After graduating in Commerce Mr Bajaj did
his MBA from Lausanne Switzerland Joined as DGM in March 1983 took
over as General Manager Aurangabad Division in June 1986 as its Chief
Executive in October 1988 he became President of Bajaj Auto in September
1994 Executive Director in May 2000 and as Vice Chairman in July 2001
Rajiv Bajaj (Managing Director) Rajiv Bajaj who took charge as Managing
Director on 1st April 2005 is a Mechanical Engineer from Pune University He
later did his Masters in Manufacturing Systems Engineering from the University
of Warwick Joined as Officer on Special Duty in 1990 took over as General
Manager (Products) in February 1993 as Vice President (Products) in June
1995 President in May 2000 President amp Whole Time Director in March 2002
Joint Managing Director in March 2003
Sanjiv Bajaj
(Executive Director) Joined as Officer on Special Duty in 1994 took over as
Executive Director in April 2004 as General Manager (CF) in 1997 took
charge as Vice President (Finance) in April 2001 He is a Mechanical Engineer
from Pune University with Masters in Manufacturing Systems from University
of Warwick and MBA from Harvard Business School
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
25
N H Hingorani
(Vice President (Materials))Joined in 1997 as General Manager (Materials)
took over as Vice President (Materials) in 1998 He is a Mechanical Engineer
from Malaviya Regional Engineering College Jaipur
Ranjit Gupta
(Vice President (Insurance)) Joined as General Manager (Co-ordination) in
1988 and rose to become Vice President (Materials) in 1995 Vice President
(HRD) in 2000 and Vice President (Insurance) He did his Mechanical amp
Electrical Engineering from Indian Railway Institute of Mechanical amp Electrical
Engineers Honoured with fellowship of Institute of Electrical Engineering
(London) and membership of Institute of Mechanical ENGG London
C P Tripathi
(Vice President (Operations))Joined in January 1996 as Vice President (Waluj
plant) and is now Vice President (Operations) He is a Science Graduate from
Agra University Later he did Mechanical Engineering from Indian Institute of
Technology Kharagpur
Kevin P D Sa
(Vice President (Finance))Mr Kevin joined Bajaj in September 1978 and is
now Vice President (Finance) He is a BCom graduate Later he did CA in
1978 and ICWA in 1981
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
26
Pradeep Shrivastava
(Vice President (Engineering))MrShrivastava joined Bajaj in April 1986 and is
now Vice President (Engineering) He is a Mechanical Engineer and later did
post graduate diploma in Production and Finance in 1986
S Sridhar
(Vice President (Marketing amp Sales- 2Wheeler))MrSridhar joined Bajaj in
March 2001 and is now Vice President (Marketing amp Sales -2 Wheeler) He is a
Engineering Graduate in Agriculture
Sales figures
OEM F12 F11 Growth ()
1 Bajaj 3834405 3387043 1321
2 Hero Moto corp 6235205 5402444 1541
3 TVS 2158375 2006808 755
4 Honda (scooters) 1240771 907832 3667
Honda (Motorcycle) 866457 748895 1570
Hero ndash HMSI 2107228 1656727 2719
5 Yamaha 484891 373100 2996
6 Suzuki 340893 282156 2082
7 Mahindra 134750 163935 -1780
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
27
ORGANISATION STRUCTURE
ORGANIZATION CHART
Manager SSO
Sales Manager Service Manager
Spares Manager
Sales Executives
Assistants
Supervisor
Workers
Managing Director
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
28
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 RampD 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 2009 sales of more than Pulsar is the leader in the 150 cc
segment in India with a market share of 43
Premium Segment Bike
Bajaj Pulsar DTS-i
The Bajaj Pulsar DTS-I with its 150 and 180cc variants have redefined
the performance segment in the motorcycle market and have recently
undergone upgrades Along with additional power improvements include
a longer wheel base gas filled rear shock absorbers and six spoke alloy
wheel
Features
DTS-I engine
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
29
The revolutionary Bajaj DTS-i engine technology is the heart of digital biking
It incorporates digital Twin Spark Ignition (DTS-i) system digital CDI and
TRICS III The combined action of these technological breeakthrough send
other bikes to where in belongs the stone age Digital biking will redefine biking
in India for a long time to come
Enhanced comfort
Experience the power of Nitro- nitrogen assisted rear gas shockers with triple
rated spring and front telescopic suspension which ensure air cushion feel even
on extreme terrain
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
30
CHAPTER-4
DATA ANALYSES DISCUSSION AND GRAPHICAL
REPRESNTAION
1 Which category of Pulsar motorcycle do you own
Table
Response of customers No of customers
135cc
33
33
150cc
20
20
180cc 27 27
220cc 20 20
Total 100 100
Interpretation Analysis
According to my survey out of 30 respondents 33 of the people owns
pulsar 135cc category most then 180cc with around 27 followed with 150cc
amp 220cc with 20 for both
percentage
135cc
150cc
180cc
220cc
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
31
2 Choose reasons for selecting Bajaj Pulsar
Table
Response of customers
No of customers
Style 17 17
Brand image 13 13
Mileage 20 20
Pick up 20 20
Price
10 10
Resale value 10 10
Popularity 03 03
Comfort 03 03
Low maintenance 0 00
Safety
04 04
Total responses 100 100
Interpretation Analysis
Most of respondents chosen the reason for selecting Bajaj Pulsar is its mileage
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
32
3 What was the source of information for the purchase of Bajaj
Pulsar motorcycle
Response No of customers
of customers
Family 10 10
Friends
30 30
Media 60 60
Dealers
00 00
TOTAL 100 100
4 What innovations would you like to see in Bajaj Pulsar motorcycle
Interpretation Analysis
Respondents want innovations like wide tyres looks better styling improved
handling better disc braking system amp more pick up in Pulsar bike
Family
Friends
Media
Dealers
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
33
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent b Good c Bad d Very Bad
Interpretation Analysis
Majority of the respondents rate Bajaj Pulsar in terms of its mileage is excellent
and good
6 From how many years do you own the bike
Years No of customers
of customers
0-1 50 50
1-2
25 25
2-4 25 25
4 amp above 00 00
TOTAL 100 100
Interpretation Analysis
Above table clearly shows us that most of the respondents owns bike for less
than a year
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
34
7How much kilometres ( kms ) have you travelled up to date
Years No of customers
of customers
500-5000 70 70
5000-20000 20 20
20000-40000 10 10
40000 amp above 00 00
TOTAL 100 100
Years
500-5000
5000-20000
20000-40000
40000 amp above
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
35
8 Which is the best feature of the bike
Features No of customers
of customers
Mileage 25 25
Looks 45 45
Handling 10 10
Engine 20 20
TOTAL 100 100
Best Features
Mileage
Looks
Handling
Engine
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
36
9 What is the disadvantage of bike
No of customers
of customers
Tubeless tyres 25 25
Engine
15 15
Comfort 25 25
Gear Box 35 35
TOTAL 100 100
Interpretation Analysis- Most of the respondents found gear box a big
disadvantage in a bike
Tubeless tyres
Engine
Comfort
Gear Box
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
37
10 What is one thing you want to improve in bike
No of customers
of customers
Tyre 30 30
Gear box 30 30
Handling 15 15
Braking 25 25
TOTAL 100 100
Interpretation Analysis- Majority of respondents want to improve tyres in a bike
11 Are you satisfied with the service by Bajaj
Interpretation Analysis- 96 of respondents said that they are satisfied with the
service provided by Bajaj
Tyre
Gear box
Handling
Braking
0
5
10
15
20
25
30
35
yes
no
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
38
CHAPTER-5
SUGGESTIONS CONCLUSION AND BIBLIOGRAPHY
SUGGETIONS
In case of addressing the customers Channamma Bajaj should ensure that
the sales persons explain the details of the bike to the customers because
24 of the respondents are unhappy
Channamma Bajaj should also ensure that the bikes given for servicing
are delivered in time
To increase the awareness regarding maintainance of bike the dealer
should conduct free check up camps
CONCLUSION
From the survey it is found that major portion of customers are satisfied
with the service provided by Channamma Bajaj To maintain amp sustain in
market it may also solve the problem occurred in the bike which can
make it more reliable Overall the service provided by Channamma
Motors is satisfactory with scope for further improvements
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
39
QUESTIONNAIRE
NAME
AGE
OCUPATION
INCOME
1 Which category of Pulsar motorcycle do you own
a 135cc
b 150cc
c 180cc
d 220cc
2 Choose reasons for selecting Bajaj Pulsar
a Style
b Brand image
c Mileage
d Pickup
e Price
f Resale value
g Popularity
h Comfort
i Low maintenance
j Safety
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
40
3What was the source of information for the purchase of Bajaj
Pulsar motorcycle
a Family
b Friends
c Media
d Dealers
4 What new innovation would you like to see in Bajaj Pulsar motorcycle
5 How would you rate Bajaj Pulsar in terms of its mileage
a Excellent
b Good
c Bad
d Very bad
6 From how many years do you own the bike
a 0-1
b 1-2
c 2-4
d 4 amp above
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search
41
7 How much Kilometres (kms ) have you travelled up to date
a 500-5000
b 5000-20000
c 20000-40000
d 40000 amp above
8 Which is the best feature of the bike
a mileage
b looks
c handling
d engine
9 What is the disadvantage of bike
a tubeless tyre
b engine
c comfort
d gear box
10 what is the one thing you want to improve in bike
a tyre
b gear box
c handling
d braking
11 Are you satisfied with the service provided by Bajaj
a Yes
b No
42
BIBLIOGRAPHY
TEXT BOOKS
MARKETING MANAGEMENT
By Philip Kotler
MAGZINES
BUSINESS WORLD
BUSINESS TODAY
INDIA TODAY
NEWS PAPERS
THE TIMES OF INDIA
THE HINDU
WEB SITES
wwwbajajautocom
Google search