Tree

.

A PROJECT REPORT ON

Study of “Customers Satisfaction level towards bajaj Platina bikes” (With special reference to Jind city) For partial fulfillment of MBA degree course of Kuruks etra !ni"ersit#

Arun Kumar MBA

Kuruks etra !ni"ersit# Post $raduate Regional Centre % Jind

Page 1

.

&EC'ARAT(ON I, run !umar, a student of "# $%&1&'1%( studying at Kuruks etra

!ni"ersit# Post $raduate Regional Centre% Jind)Solemnly declare t)at t)e *roject work titled' ‘ Study of customers satisfaction level of bajaj platina bikes was carried out by me at Ba*a* Automo+ile in Jind cit#% in *artial fulfillment of t)e MBA programme . +)is *rogramme was undertaken as a *art of academic curriculum according to t)e ,niversity

&ate , Place

Arun Kumar MBA -./-0/1

Page %

.

ACKNO2'E&$EMENT

I feel great pleasure for the completion of this project. At the very outset I would express my sincere thanks and deep sense of gratitude to personnel who helped me during the collection of data and gave me rare and valuable guidance for the preparation of this report. I am thankful to Dr Ajmer Singh Assistant. Professor of MBA project work and constantly motivating right from the beginning. I take opportunity to thanks all my friends and also thank all people who directly or indirectly concerned with this project. I also express my gratitude to my parents who give a constant support and love throughout my life and career. epartment for

giving us such a wonderful opportunity to work with corporate as a part of our

Arun Kumar

Page -

.

CONTENT3 S../0 PART0/ 232C,+I42 S,"" 56 • I/8,S+56 P509I.2 • C0"P /6 P509I.2 • /228 905 S+,86 • 0#:2C+I42S 09 +;2 S+,86 • SC0P2 09 +;2 S+,86 • "2+;080.016 • 9I/8I/1S /8 52C0""2/8 +I0/S • C0/C.,SI0/ PART0% I/+508,C+I0/ 09 +;2 S+,86 • +;2052+IC . # C!150,/8 • I/8,S+5I . P509I.2 • C0"P /6 P509I.2 &<'-= P 12 /0 -'7

1

Page >

.

•

#0,+ # : P. +I/

PART04 0#:2C+I42S • SC0P2 09 +;2 S+,86 • "2+;080.016 PART01 > 8 + / .6S2S /8 I/+25P52+ +I0/

-?'>-

>>'7<

9I/8I/1S /8 S,112S+I0/S C0/C.,SI0/ PART05 @ //23,52 /8 #I#.I015 P;6 7?'<-

Page @

.

Part'1

E6EC!T(7E 3!MMAR8

E6EC!T(7E 3!MMAR8

#ansal "otors aut)oriAed dealer for #ajaj Com*any for :ind city.

Page 7

.

+)e *resent aim at eBamining t)e “Customer satisfaction .evel #ajaj P. +I/ #ike at :ind city” +)e im*ortance of t)e study is em*)asiAed by t)e fact t)e Customer “Satisfaction is *erson feelings $or( disa**ointment resulting from com*aring a *roducts *erformance in relation to )isC)er eB*ectations”. It is t)e key to generate t)e )ig) customer loyalty. +)e measures t)e Customer satisfaction level researc) survey was conducted wit) sam*le siAe of 1&&. +)e information is collected wit) t)e )el* of Duestionnaire t)roug) *ersonal interview and study is revealed t)at t)e most of t)e customer are satisfied wit) t)e #ajaj P. +I/ #ike

(ndustr# Profile BAJAJ A!TO  0ne of t)e largest % and - w)eeler manufacturer in t)e world  %1 millionE ve)icles on t)e roads across t)e globe  "anaging funds of over s @,-%? cr.  #ajaj uto finances one of t)e largest auto finance cos. In India  5s. 7,->& Cr. +urnover and Profits after taB of <7< Cr. in %&&>'&@

Compan# Profile, #ajaj uto .td $# .(, t)e largest two and t)ree w)eeler manufacturer in t)e country, )as a dominating >&F market s)are in scooters wit) 1=.@F in un

Page <

.

geared scooters, %@.%F in motor cycles, @-F in ste*'t)rus, =.-F in mo*eds and a leading <=F market s)are in t)ree'w)eelers in 96%&&1.

Need for stud#,

In t)is com*etitive era we are using so many different ty*es of two w)eelers, even t)oug) we are not satisfied wit) t)e *articular bike, so we c)oose t)e a**ro*riate bike t)at is P. +I/ w)ic) is suitable for all t)e level of *eo*le because it gives more mileage and it )as good looking bike. 9or t)at matter only we are studying about t)is *articular to*ic.

OBJECT(7E3 OF T9E 3T!&8

 

+o Study t)e Customer Satisfaction level for t)e #ajaj P. +I/ #ike. +o know t)e features influencing t)e customer during t)e *urc)ase of #ajaj P. +I/ #ike.



+o

scertain w)et)er t)e Customer are satisfied wit) eBisting service

from t)e S)ow 5oom.

Page =

.

3COPE, +)e sco*e of t)e study is limited to #ansal "otors only.

MET9O&O'O$8

1( %(

Primary 8ata. Secondary 8ata.

Primar# &ata, Primary information was collected t)roug) Duestionnaire and *ersonal interaction.

3econdar# &ata ,

+)e sources of secondary data are as followsG

♦ " 1HI/2S. ♦ #00!S. ♦ I2#SI+2S.

Page ?

.

Findings • "ajority of t)e Customer )ave *urc)ased t)e ve)icle by t)ere *rice and friends wit) -%F and -1F res*ectively. nd friends are second motivated factors w)ic) influenced t)e customer to *urc)ase t)e bike. • @%F of t)e customers are satisfied wit) information *rovided by t)e mec)anics w)ile delivering t)e bike for t)e first time. • +)e #ajaj P. +I/ customers are satisfied wit) t)e *rice ie <%F.

Conclusion, #y seeing t)e *erformance of #ajaj P. +I/ ve)icle nd service

*rovided by t)e #ansal motors. I can conclude t)at it )as wide market and brig)t future for its sales. nd also in t)e current market it is one of t)e leading ve)icles. +)e distribution and availability of t)e ve)icle in :ind 8istrict as to be Im*rove #ecause of t)e Com*eting of t)e ve)icle like ;ero ;onda, +4S are very )ig) market s)are.

s *er s)ow room is concerned is )aving good *ros*ects in near feature it is *roviding good service and majority of t)e *eo*le are satisfied wit) #ajaj com*any ve)icle.

Recommendations,

Page 1&

• +)e dealer can convince t)e non'users by taking measures like advertising and sales *eo*le. • +)e 8i*loma ;older mec)anics s)ould be recruited in t)e s)ow room service centre "ore J "ore *romotional measures s)ould be taken to increase t)e sales. • +)e warranty service *rovided by dealers s)ould im*rove t)ey can gives better service in t)e time of warranty *eriods.

.

Page 11

.

Part'%

Page 1%

.

(NTRO&!CT(ON TO 3T!&8 Project is under taken aims at measuring customer satisfaction level of #ajaj P. +I/ #ike at :ind city.

#ajaj P. +I/

#ike )as been launc)ed by #ajaj Com*any and t)ere is

a need measures satisfaction level of #ajaj P. +I/ #ike in :ind city. +)e benefit of t)e study is to make t)e strategic decision about w)ic) are c)aracteristics and factors in service like *rice of t)e ve)icle, cost, mileage delivery time, attitudes of service *rovider, and cost of s*ares.

Considering all t)e above *oints eBamining w)et)er t)e customers are satisfied wit) #ajaj P. +I/ #ike if t)e *erformance matc)es t)e eB*ectation t)e customers are satisfied if t)e *erformance eBceeds eB*ectation t)e customers are is )ig)ly satisfied or delig)ted.

Back ground of t e compan#

Page 1-

.

#)art)a commenced o*eration as im*orting agents for ves*a scooter of *aggio in 1?>=.2ntered into tec)nical collaboration agreement wit) *iaggio eB*ired in 1?<1, was not 5enewed.# . )as - *lant located in ma)aras)tra. +)e scooter incor*orate *iaggio +ec)nology as u*graded by # .Ks in )ouse 5J8 from time to time. It also develo*ed fully indigenous model of motorcycle in 1?=1. subseDuent to t)e o*ening u* of +)e scooter for foreign tec)nology and eDuity *artici*ation in t)e mid =&Ks it entered Into a tec)nical collaboration agreement wit) !awasaki :a*a. It started *roduction 0f !awasaki 1&&cc motorcycles in 1?=7. t)e com*any )as also entered into tec)nical Collaboration wit) "Cs kabota of ja*an for manufacture of diesel engines for its t)ree I)eelers and cagiva of italy. # . )as also *romoted "a)aras)tra Scooter .td. $"S.( Iit) state government bodies. "S. assembles #ajaj scooter at its satara *lant.

$roup management

"r jamnalal #ajaj founded t)e #ajaj 1rou* in t)e -&s. +)e grou* now )as %> com*anies, Including 7 listed com*anies. #esides # ., t)e major com*anies in t)e grou* are as 9ollowsG "ukand .tdG lloyC s*ecial steel,term key *rojects

Page 1>

.

#ajaj 2lectricals .tdG 2lectrical eDui*ments,fans,a**liances

#ajaj ;industan .tdGSugar, industrial alco)ol

3u+sidiar#:affiliate companies

#ajaj auto )oldings ltd. $# ;.( is a w)olly owned subsidiary of # . engaged in t)e business of investment in s)ares, debentures and 0t)er securites.

#ajaj

uto ;odings .td. $#;2.( is a w)olly owned subsidiary of # .

engaed in t)e business of investment in s)ares, debentures and ot)er securities.

#ajaj uto 9inance .td. $#;9.( )as ceased to be a subsidiary after its IP0 if >.1<@mn s)ares of 5s 1& eac) at a *remium of 5s =& in may 1??> # ., along wit) t)e subsidiary #;9. engages in financial service and investment activities. +)e com*any is *lanning to increase its branc) network in t)e country by --F over t)e neBt one year i.e from >&F in t)e fiscal to 7&F. # . and western ma)aras)tra develo*ment cor*oration $I/8C( *romoted "a)aras)atra Scooters .td $"S.(, in 1?<@, wit) a *lant at satara. "S. assembles scooter for # . .

#ajaj segment wit)

llianA 1eneral Insurance. # . )as entered t)e non'life insurance llianA 1eneral Insurance wit) # . )aving <>F and llianA
Page 1@

.

wit) %>F stake of *aid u* eDuity ca*ital of 5s 1&& mn of w)ic) # . received 5s >@& mn in t)e first )alf and 5s <%& mn during t)e second )alf of fiscal %&&1' &%.# . also *lanning life insurance venture wit) *aid u* eDuity ca*ital of 5s 1@&&mn.

+)e *romoter stake )olding in # . is u* from >%.7@F in 96 %&&& to >7.7@F in 96%&&1 and t)e 9II stake )olding )as also increased by -F at 1%.??F after t)e buyback in 0ctober %&&& w)ic) was meant to after an attractive eBit o*tion to small s)are)older. ;owever t)eir )as been a minor fall in t)e stake )oldings of *ublic 9inancial Institutions, 185s at >.7@F and "utual 9unds etc.

Plant locations

. )as two *lants located near *une viAL

kurdi and c)akan *lant being

recently set u*. +)e t)ird *lant is located at Ialuj near urangabad. +)e *lants incor*orate state'of'art fleBible manufacturing facilities t)at are cross'sourced in increasing demand situations. bot) t)e *lants. #esides, kurdi was set u* in 1?71 and Ialuj in t)e kurdi *lant manufactures front engine t)ree'w)eeler, kurdi *lant

sunny mo*eds and !awsaki motorcycles. +)e Ialuj *lant is *lanned to be global )ub for !awasaki motorcycles u*to %&&cc. +)e manufactures around 1 mln units *.a, Ialuj *lant manufactures 1.1> mln units *.a and t)e C)akan *lant )as a manufacturing ca*acity of &.1= mln unitKs *.a.

Page 17

.

+)e com*any is successfully im*lanting t)e +P" $+otal Productivity "aintenance( activities at its kurdi *lant wit) a view to im*rove on efficiency, *roductivity and effectiveness. # . )as recently commenced its t)ree'w)eeler *roduction at its new *lant in #raAil for t)e local market and its neig)boring regions.

+)e #ajaj 1rou* is amongst t)e to* 1& business )ouses in India. its foot*rint stretc)es over a wide range of industries, s*anning automobiles $two' w)eelers and t)ree'w)eelers(, )ome a**liances, lig)ting, iron and steel, insurance, travel and finance.

+)e grou*s flags)i* com*any, #ajaj

uto, is ranked as t)e worldKs

largest two'and t)ree'w)eeler manufacturer and t)e #ajaj brand is well known in over a doAen countries in 2uro*e, latin merica, t)e ,S and sia.

9ounded in 1?%7, at t)e )eig)t of IndiaKs movement for inde*endence from t)e #ritis), t)e grou* )as an illustrious )istory. +)e integrity, dedication, resourcefulness and determination to succeed w)ic) are c)aracteristic of t)e grou* today, are often traced back to its birt) during t)ose days of relentless devotion to a common cause. :amnalal #ajaj, founder of t)e grou*, was a close confidant and disci*line of "a)atma 1and)i. In fact, 1and)i )as ado*ted )im as )is son. +)is close relations)i* and )is dee* involvement in t)e inde*endence movement did not leave :amalal #ajaj wit) muc) time to s*end on )is newly lunc)ed business venture.
Page 1<

.

;is son, !amalnayan #ajaj, t)en %<, took over t)e reins of business in 1?>%. ;e too was close to 1and)iji and it was only after inde*endence in 1?><, t)at )e was able to give )is full attention to t)e business. !amalnayan #ajaj not only consolidated t)e grou*, but also diversified into various manufacturing activities.

+)e *resent C)airman and managing 8irector of t)e grou*, 5a)ul #ajaj, took c)arge of t)e business in 1?7@. ,nder )is leaders)i*, t)e turn over of t)e #ajaj uto t)e flags)i* com*any )as gone u* from 5s<% million to 5s>7.17 $,S8?-7 million(, its *roduct *ortfolio )as eB*anded from one to and t)e brand )as found a global market. ;e is one of IndiaKs most distinguis)ed business leaders and internationally res*ected for entre*reneurial s*irit. )is business acumen and

(ndustrial Profile

A+out Ba*a*

Page 1=

.

+)e #ajaj 1rou* is amongst t)e to* 1& business )ouses in India. Its foot*rint stretc)es over a wide range of industries, s*anning automobiles $two' w)eelers and t)ree'w)eelers(, )ome a**liances, lig)ting, iron and steel, insurance, travel and finance.

+)e grou*Ks flags)i* com*any, #ajaj

uto, is ranked as t)e worldKs merica, t)e ,S and

fourt) largest two' and t)ree' w)eeler manufacturer and t)e #ajaj brand is well'known in over a doAen countries in 2uro*e, .atin sia.

9ounded in 1?%7, at t)e )eig)t of IndiaMs movement for inde*endence from t)e #ritis), t)e grou* )as an illustrious )istory. +)e integrity, dedication, resourcefulness and determination to succeed w)ic) are c)aracteristic of t)e grou* today, are often traced back to its birt) during t)ose days of relentless devotion to a common cause. :amnalal #ajaj, founder of t)e grou*, was a close confidant and disci*le of "a)atma 1and)i. In fact, 1and)iji )ad ado*ted )im as )is son. +)is close relations)i* and )is dee* involvement in t)e inde*endence movement did not leave :amnalal #ajaj wit) muc) time to s*end on )is newly launc)ed business venture.

;is son, !amalnayan #ajaj, t)en %<, took over t)e reins of business in 1?>%. ;e too was close to 1and)iji and it was only after Inde*endence in 1?><, t)at )e was able to give )is full attention to t)e business. !amalnayan #ajaj not only consolidated t)e grou*, but also diversified into various manufacturing activities.
Page 1?

.

+)e *resent C)airman and "anaging 8irector of t)e grou*, s)ekar #ajaj, took c)arge of t)e business in 1?7@. ,nder )is leaders)i*, t)e turnover of t)e #ajaj uto t)e flags)i* com*any )as gone u* from 5s.<% million to 5s.>7.17 billion $,S8 ?-7 million(, its *roduct *ortfolio )as eB*anded from one to and t)e brand )as found a global market. ;e is one of IndiaKs most distinguis)ed business leaders and internationally res*ected for )is business acumen and entre*reneurial s*irit.

#ajaj uto .td $# .(, t)e largest two and t)ree w)eeler manufacturer in t)e country, )as a dominating >&F market s)are in scooters wit) 1=.@F in un geared scooters, %@.%F in motor cycles, @-F in ste*'t)rus, =.-F in mo*eds and a leading <=F market s)are in t)ree'w)eelers in 96%&&1. #ajaj uto )as been viewed as a scooter major but wit) t)e c)ange in t)e structure of demand for %' w)eelers t)e com*any )as tried to make its *resence felt in t)is key market by steadily ram*ing u* motorcycle ca*acities, by introducing new models and variants and *us)ing u* marketing and sales. ;owever t)e com*any is well be)ind ;ero ;onda in t)e motorcycle segment and /o.% *layer in mo*edsC scooterettes segment after +4S SuAuki.

+)e com*any )as a wide array of models bot) in t)e two'stroke and four' stroke configurations. In 1??@ N ?7 t)e sales were less t)an ?&,&&& motorcycles w)ic) was =F of t)e total volume of its two' w)eeler sales w)ic) )as grown to >,%%,&17 units in 96%&&1 accounting to @&F of its two' w)eeler sales. ;owever, wit) t)e im*lementation of t)e latest emission norms, it is slowly moving away from two'stroke ve)icles and converting t)em to four'stroke
Page %&

.

ones. +)e com*any is all set to increase its margins to double N digits t)roug) concerted cost cutting, value engineering, gains from O +otal Productive "aintenance O $+P"( and 45S.

+)e Indian two'w)eeler sector is c)aracteriAed by largest volumes amongst all t)e segments in automobile industry. +)oug) t)e segment can be broadly categoriAed into - sub'segments viAL scooters, motorcycles and mo*edsL some categories introduced in t)e market are a combination of two or more segments e.g. scooterettes and ste*'t)ruKs. +)e market *rimarily com*rises five *layers in t)e two'w)eeler segment wit) most of t)e com*anies )aving foreign collaborations wit) well'known :a*anese firms earlier. #ut most of t)e com*anies are now *lanning 1&&F subsidiaries in India.

In t)e last four to five years, t)e two'w)eeler market )as witnessed a marked s)ift towards motorcycles at t)e eB*ense of scooters. In t)e rural areas, consumers )ave come to *refer sturdier bikes to wit)stand t)e bad road conditions. In t)e *rocess t)e s)are of motorcycle segment )as grown from >=F to @=F , t)e s)are of scooters declined drastically from --F to %@F , w)ile t)at of mo*eds declined by %F from 1?F to 1<F during t)e year %&&&'&1.+)e 2uro emission norms effective from *ril %&&& led to t)e eBisting *layers in t)e two' stroke segment to install catalytic converters. +)is )as been re*laced by >' stroke motorcycles, w)ic) do not incur t)e additional cost of suc) converters and fierce com*etition led to a fall in *rice of certain models

Page %1

.

#ajaj

uto .td $# .( )as been viewed as a scooter major. /evert)eless,

in t)e *ast five years t)e com*any recogniAed t)e im*ortant role of motorcycles in its *ortfolio. +)e scooter market is *redominantly located in t)e /ort)ern and 2astern India and t)e rationaliAation of sales taBes to a uniform rate of 1%F *us)ed t)e *rice of scooters by 7'=F wit)out offering any *erceived value advantage to t)e customer. +)e com*any *osted a total %'w)eeler sales of 5s1.&@ mln in %&&&'&1 as against 5s1.%> mln in 1???'&& . +)e motorcycle sales contributed to almost @&F of t)e total sales volumes accom*anied by t)e decline in geared scooter sales, w)ic) contributed, to only --F of sales volumes. +)e com*any )as been introducing models in t)e middle end 5s.-7, &&& N 5s. >=,&&& and )ig) end segments viAL 5s. >=,&&& and above but )as found difficult to market suc) models in com*etition to ;ero ;onda models in t)e similar *rice category.

;owever # . is on its way to reca*ture t)e )ig)ly differentiated *roduct market by becoming a fleBible and market N driven su**lier of various models of two and t)ree w)eelers at s*ecific *rice N *oints.

Current 3cenario
Page %%

.

# . )as *erformed fairly in t)e current fiscal %&&1'&% wit) t)e /et Sales going u* by -.&7F to 5s1?<%& mn ;6 ended Se*tember %&&1 from 5s1?1--.mn in t)e corres*onding *eriod *revious year. +)e total eB*enditure )as gone u* by @.-F wit) t)e material cost accounting for t)e major increase. +)e com*any )as *osted a growt) of 7?F in P#+ and t)e /et Profit )as increased by @@F to 5s%7>>.< mn from 5s1<&1.@ mn in t)e corres*onding *eriod last year. +)e /et Profit "argin )as also im*roved by almost @&.<F from t)e )alf year ending 96%&&&'&1 . +)e em*loyee cost )as fallen but t)e com*any will be c)arging an eDual eB*enditure of 5s %%.7 mn over t)e t)ree Duarters of t)e current fiscal amounting to 5s 7<.= mn as t)e 45S eB*enditure incurred in :une %&&1

Business

# . in its %'w)eeler segment *osted volume wise sales of =<.%F of its total sales of w)ic) scooters $bot) geared and ungeared( accounted for >%.-F, motorcycles for ->.?F and around 1&F in ste*' t)rus in 96%&&1. +)e sales of scooters )ave fallen by %7.1F from 96%&&& but t)ere )as been a significant increase in t)e motorcycle sales by nearly 7@.>F since 96%&&&. +)e t)ree N w)eeler sales )ave im*roved marginally in 96%&&1.+)e Com*any is targeting %@F market s)are in motor cycleKs segment during t)e current fiscal as against %1F s)are it )as cornered in 96%&&1.

Page %-

.

3cooters

In t)e geared category # . )as OC)etakK, MClassicM and MSu*erM in t)e old ones and t)e M.egendM, M#ravoM among t)e newer models .+)e ungeared segment consists of t)e 7&CC O Sunny S*ice O , OS*irit O , O 9usion O and t)e ?%cc OSaffire O . +)eK .egend /3+K is a > stroke geared scooter wit) a ?;P engine and t)e O#ravoK being a two'stroke 1@&cc

scooter wit) a catalytic converter designed in line wit) t)e emission norms. +)e com*any )as launc)ed utility versions of OC)etak Oand OSu*er Oat reduced *rices. Iit) t)e un*recedented -=F slum* in scooter market t)e com*any faced a gradual market s)are loss to t)e ot)er *layers like !inetic 2ngineering and +4S SuAuki.

Motorc#cles

# . )as two basic motorcycle *roducts ' "=&, a <@cc indigenously develo*ed low cost ve)icle in t)e ste*'t)ru segment and :a*anese motorcycles. # .Ks motorcycles are *ositioned as four'stroke fuel'efficient ve)icles. mong t)e :a*anese ones, # . )as wit)in its fold, t)e 1&&cc O>S'C)am*ionK, 1%@cc O!# 1%@K, 111cc OCaliberK com*eting wit) ;ero ;ondaKs O Passion O and 1&&cc O#oBerK wit) a variant O #oBer City O in t)e *i*eline, all of t)em at com*etitive *rices.
Page %>

.

In 96%&&1 t)e com*any launc)ed t)e new range of bikes viAL 1<@cc O!awasaki #ajaj 2liminator O t)e countryKs first cruiser motorcycle and t)e two variants viAL 1=&cc and 1@&cc OPulsar O$in t)e )ig) Nend segment( +)ese models were introduced mainly in com*etition to ;ero ;ondaKs 1@<cc C#H and +4S SuAukiKs 9iero. +)e com*any also launc)ed in its >'stroke bikes range 1&&cc O !awasaki #ajaj cerK com*eting against ;ero ;onda S*lendor and O s*ire O, OCaliber Croma O, O .egend /3+ O $in t)e middle end segment(.

Mopeds:3cooterettes

# . )as a small market s)are of ?.@F in 96%&&& in t)is segment. mong its models are t)e OSunny Hi*K, O5aveK and t)e OS*iritK. Its O#ajaj SunnyK, a @&cc u*graded scooterette model )as been eBtremely successful .+)e ot)er models include <>cc O 5ave Olaunc)ed in 96?= and O S*irit O 7&cc, %' stroke scooterette com*eting wit) leader +4S SuAukiKs OScootyK.

Page %@

.

T ree ; eelers # . continues to dominate t)e t)ree N w)eeler market wit) over <-F market s)are and sales of 1,@@,&&& units in w)ic) )ave fallen from around =@F two years back. +)e com*any is trying to maintain its market s)are by creating environment'friendly ve)icles and )as already launc)ed t)e C/1 model in 8el)i # . also launc)ed its >' stroke rear engine C/1 N auto ricks)aw model in "umbai during t)e year. It is testing t)e .P1 model, w)ic) will take off as soon as t)e government regulations *ermit. bot) *etrol and diesel versions. *art from t)is t)e com*any also *lans to introduce a four'stroke version in auto'ricks)aw and a goods carrier in

E<ports # . is keen to eB*ort motorcycles t)roug) !awasakiKs distribution network in Indonesia and rgentina w)erein t)e com*any *lanned to sell t)roug) t)eir network. +)e com*anyKs eB*orts registered a marginal decline from 5s1-<= mn to 5s1-@1 mn i.e. %F. +)e eB*orts consisted of -&,7@% two and t)ree N w)eelers as against -%,<-& $including C!8 *acks(. #anglades), 2gy*t, Peru, Iran and Sudan *erformed consistently well wit) lower eB*orts in Sri .anka and .atin merican markets. +)e total foreign eBc)ange earned by t)e com*any was 5s. 1,-?1 million. s against 5s1>-& million. E<pansion +)e eB*ansion at bot) kurdi and Ialuj *lants )as been com*leted

during 96?? taking total ca*acity to %mn ve)icles. # . )as also set u* a t)ird manufacturing *lant at C)akan near Pune wit) a ca*acity of 1mn ve)icles. +)e
Page %7

.

com*any )as *lanned for selling t)roug) se*arate c)annels in case of its %' w)eeler and -'w)eeler segment .It )as been *lanning to streamline its vendor network by cutting down t)e number of su**liers by @&F from current =&& during t)e current fiscal, intended to im*rove t)e efficiency of its su**ly ' c)ain management. # . )as been eB*erimenting wit) )ig)er dealer commissions on some models in a bid to loosen t)e strangle)old of market leader ;ero ;onda in t)e motorcycle segment. It introduced 45S II as a *art of its manN*ower *lanning *rocess at all its t)ree *lant locations as t)e com*any is slated to bring down t)e workforce to 1&,&&& over t)e neBt four years. +)e com*any also *lanned to commission a %&'"I ca*acity wind *ower *lant $fourt) *)ase wit) t)e ot)er t)ree being set u* near Satara( wit) an investment of 5s1&&& mn in )mednagar district by entering into t)e Power Purc)ase greement $PP ( wit) "S2# during current fiscal to be com*leted. +)e com*any eB*ects to source its current *ower reDuirements in')ouse and also avail of t)e benefit of sales taB incentives.

# . )as also been eB*loring t)e *ossibility of an eDuity tie'u* or a marketing alliance wit) a C)inese com*any for selling its t)ree N w)eelers in C)inese market. It )as also been *lanning a tec)nical collaboration on )ig)'end scooters wit) t)e Italian %'w)eeler major O *rilia. O+)e com*any )as c)alked out a strategy for co'eBistence wit) !awasaki w)erein # . would concentrate on develo*ing *roducts in t)e *rice range of 5s -&,&&& N 7&,&&& and !awasaki to offer a wider c)oice of *roducts *riced from 5s. -@&&& u* to 5s. %.@ lak). Outlook

Page %<

.

+)roug)out t)e 1?=&s and 1??&s, #ajaj )as countered com*etition t)roug) *redatory *rice cutsL market eB*ansions moves or take over t)reats. ;owever bot) ;onda and .". )ave cannibaliAed t)e # . market s)are and are c)allenging its leaders)i*. +)e com*any )as remained less aggressive in its a**roac) and idled away its cas) reserves wit)out *roactively de*loying t)em in 5J8 , new models , takeovers or ot)er risky ventures . In order to arrest its declining market s)are, # . )as launc)ed several new models during t)e *ast fiscal and more are in t)e offing in eac) segment of t)e two'w)eeler market. "oreover, t)e management )as recogniAed t)e need to utiliAe its sur*lus reserves for strengt)ening its *resence in t)e market by way of launc)ing new models, eB*anding ca*acity and *enetrating new markets. !awasaki )as been develo*ing India as an eB*ort )ub for motorcycles between @&'%&&cc. +)e Com*any )as invariably become t)e manufacturing base for !awasaki and accounts for 7&F of t)e latterKs global sales. +)oug) t)e com*any *lans to introduce some )ig)'tec) motorcycles from t)e !awasaki range, it is trying to s)ed' off its image of “screw'driver Pcom*any by develo*ing its own range of motorcycles. +)e +4S N SuAuki break Nu* is eB*ected to *ave t)e way for a new relations)i* wit) # . and t)e new !awasaki N SuAuki alliance in t)e two' w)eeler business. # . needs to rediscover t)e s*ark of entre*reneurs)i* t)at made it t)e market. Financial anal#sis

+)e /et Sales )ave declined by %.-F to 5s-&%@? mn in 96%&&1 from 5s-&?<- mn in 96%&&&, w)ic) was >.%F rise from 96??. +)e 0*erating *rofit )as declined by ><.=F to 5s-&@% mn in 96%&&1 from 5s@=>< mn in 96%&&&
Page %=

.

t)oug) t)e 7@F rise in motorcycle volumes could not counter t)e margins arising out of >1F fall in geared scooters. # . )as s*ent a siAeable 1-..&@F advertising and t)ere )as been a @.%F increase in t)e royalty *ayments from 5s@?- mn to 5s7%> mn in 96%&&1. +)e current ratio )as fallen only marginally in 96%&&1 to 1.-?F from 1.-7F in 96%&&& and t)ere )as been a marginal fall in t)e inventory levels, w)ic) contribute to about 11'1%F of t)e current assets. +)ere )as not been a significant c)ange in t)e inventory turnover, w)ic) )as also remained close to 11.?F from 96%&&& levels.

+)e com*any )as remained by and large debt'free and )as t)e secured loans in t)e form of cas) credit and working ca*ital ga* finance. +)e unsecured loans are mainly interest free and com*rise Sales +aB 8eferral .iability on account of incentives *rovided for t)e Ialuj and C)akan *lants as well as t)e wind *ower *roject. +)e #ank finance to Iorking Ca*ital 1a* is a**roBimately %F in 96%&&1 as against nil in 96%&&& indicating t)e com*anyKs increased de*endency on bank finance for working ca*ital. ;owever t)e overall secured loan level )as fallen including t)e cas) Ncredit limit w)ic) )as fallen by around @@F in 96%&&1. +)e long'term debt to eDuity ratio )as increased to &.1? in 96%&&1 as against &.1@ in 96%&&&. +)is can be attributed to t)e decrease in t)e net wort) due to t)e buyback of s)ares wort) 5s1= mn in 0ctober %&&&. +)e long'term debt to total assets )as remained steady at &.1> since 96%&&&, w)ic) is indicates t)at t)e 1>F of t)e total assets are financed by debt sources.

Page %?

.

+)e Interest Coverage 5atio )as fallen by =&F from 96%&&& indicating t)at t)e 2#I+ as a *ercentage of interest c)arges )as declined wit) t)e decreasing conservativeness and fall in t)e ability of t)e com*any to *ay finance c)arges due to

decreased 2#I+. +)e insignificant c)ange in t)e

sset +urnover 5atio is

indicative of t)e ability of t)e com*any to *roduce sales from t)e eBisting asset base. +)ere )as been a fall in bot) t)e /et Sales and t)e ca*ital de*loyed in tandem wit) eac) ot)er. Income from *re taB o*erations )as fallen drastically by @@.%F to 5s-7?@ mn in 96%&&1 from 5s=%@% mn in 96%&&& as against =.<F growt) from 96??. ;owever, cas) *rofits )ave declined by >@.%F to 5s>%<%.> mn in 96%&&1 from 5s<=&1.< mn in 96%&&& com*ared to 1-F rise in 96%&&& due to rise in de*reciation cost. +)e /et Profit "argin )as fallen to =.%?F in 96%&&1 from %&F in 96%&&& on account of decline in P + by 7& F to 5s%>??.@ mn. +)e additional eB*enditure on 45S of 5s<?? mn also affected t)e /et Profits. +)e 50C2 )as also fallen to <.?F in 96%&&1 from 1<.%F in 96%&&& on account of decrease in net income and also t)e ca*ital em*loyed. ;ence t)e com*any )as been not been able to generate substantial *rofits in relation to sales and also in relation to assets. +)e 2arning Power of t)e com*any )as fallen to 1&.?F in 96%&&1 from %-.<F in 96%&&&, w)ic) indicates t)e fall in o*erational efficiency. +)e investment *ortfolio as a *ercentage of ca*ital em*loyed was -<F and t)e market value of investments )as been lower by 5s11> mn, w)ic) can furt)er erode due to continued uncertainties in stock markets.

Page -&

.

+)e 2PS )as fallen by @=F and t)e dividend *ayout by -%F indicating t)at fall in *ercentage of total earnings *aid out to s)are)olders in 96%&&1.

Page -1

.

$RO!P COMPAN(E3

#ajaj

uto is t)e flags)i* of t)e #ajaj grou* of com*anies. +)e grou*

com*rises of %< com*anies and was founded in t)e year 1?%7. +)e com*anies in t)e grou* ar

Page -%

.

#ajaj uto .td. "ukand .td. #ajaj 2lectricals .td. #ajaj ;industan .td. "a)aras)tra Scooters .td. #ajaj uto 9inance .td. ;ercules ;oists .td. #ajaj Sevas)ram Pvt .td. ;ind .am*s .td. #ajaj 4entures .td. #ajaj International Pvt .td. ;ind "usafir gency Pvt .td. #ajaj llianA 1eneral Insurance

"ukand International .td. "ukand 2ngineers .td. "ukand 1lobal 9inance .td. #ac))raj 9actories Pvt. .td. #ajaj Consumer Care .td. #ajaj uto ;oldings .td. :amnalal Sons Pvt. .td. #ac))raj J Com*any Pvt. .td. :eevan .td. +)e ;industan ;ousing Co .td. #aroda Industries Pvt .td. Stainless India .td. #ombay 9orgings .td.

Com*any .td.

Page --

.

MANA$EMENT PROF('E

S)ekar Ba*a* Madur Ba*a* N)9 9ingorani Ran*it $upta

C airman 7ice c arman 7ice president =Materials> 4ice *resident $insurance( 4ice *resident $o*eration(

!evin 8Ksa Pradee* s)rivastava

4ice *resident $9inance( 4ice *resident $2ngineering( 4ice President $"ktg J Sales ' %I).(

4.s 5ag)avan 9inance( :.Srid)ar 5ajiv #ajaj Sanjiv #ajaj

4ice

President

$Cor*orate

Com*any Secretary "anaging 8irector 2Becutive 8irector

3 ekar Ba*a* . S)ek)ar #ajaj $born on :une =, 1?>=( is an )onours graduate in science from Pune ,niversity wit) an "# from /ew 6ork ,niversity. ;e started )is career as resident director of #ajaj Sevas)ram .td in ,dai*ur in 1?7=.
Page ->

.

8uring 1?7?'<%, )e was joint managing director of #ac))raj 9actories .td, in "umbai and took over as c)ief eBecutive in 1?<>. In 1?<@ )e was a**ointed as *art'time managing director of t)e "umbai'based #ajaj International Pvt .td and later its w)ole'time managing director.

Mad ur Ba*a* 4ice C)airman fter graduating in Commerce, "r #ajaj did )is "# from .ausanne,

SwitAerland. :oined as 81" in "arc) 1?=-, took over as 1eneral "anager urangabad 8ivision in :une 1?=7, as its C)ief 2Becutive in 0ctober 1?==, )e became President of #ajaj uto in Se*tember 1??>, 2Becutive 8irector in "ay %&&& and as 4ice C)airman in :uly %&&1. Ra*i" Ba*a* "anaging 8irector 5ajiv #ajaj, w)o took c)arge as "anaging 8irector on 1st *ril %&&@, is a "ec)anical 2ngineer from Pune ,niversity. ;e later did )is "asters in "anufacturing Systems 2ngineering from t)e ,niversity of Iarwick. :oined as
Page -@

.

0fficer on S*ecial 8uty in 1??&, took over as 1eneral "anager $Products( in 9ebruary 1??-, as 4ice President $Products( in :une 1??@, President in "ay %&&&, President J I)ole +ime 8irector in "arc) %&&%, :oint "anaging 8irector in "arc) %&&-

3an*i" Ba*a* 2Becutive 8irector

:oined as 0fficer on S*ecial 8uty in 1??>, took over as 2Becutive 8irector in *ril %&&>, as 1eneral "anager $C9( in 1??<, took c)arge as 4ice *ril %&&1. ;e is a "ec)anical 2ngineer from Pune President $9inance( in

,niversity, wit) "asters in "anufacturing Systems from ,niversity of Iarwick and "# from ;arvard #usiness Sc)ool

N 9 9ingorani 4ice President $"aterials(

:oined in 1??< as 1eneral "anager $"aterials(, took over as 4ice

Page -7

.

President $"aterials( in 1??=. ;e is a "ec)anical 2ngineer from "alaviya 5egional 2ngineering College, :ai*ur.

Ran*it $upta 4ice President $Insurance( :oined as 1eneral "anager $Co'ordination( in 1?==, and rose to become 4ice President $"aterials( in 1??@, 4ice President $;58( in %&&& and 4ice President $Insurance(. ;e did )is "ec)anical J 2lectrical 2ngineering from Indian 5ailway Institute of "ec)anical J 2lectrical 2ngineers. ;onoured wit) fellows)i* of Institute of 2lectrical 2ngineering $.ondon( and members)i* of Institute of "ec)anical 2ngineers $.ondon(. C P Tripat i 4ice President $0*erations( :oined in :anuary 1??7 as 4ice President $Ialuj *lant( and is now 4ice President $0*erations(. ;e is a Science 1raduate from !)arag*ur. Ke"in P & 3a 4ice President $9inance "r.!evin joined #ajaj in Se*tember 1?<= and is now 4ice President $9inance(. ;e is a #.Com graduate. .ater )e did C 1?=1. in 1?<= and ICI in gra ,niversity. .ater )e did "ec)anical 2ngineering from Indian Institute of +ec)nology,

Page -<

.

Pradeep 3 ri"asta"a 4ice President $2ngineering( "r.S)rivastava joined #ajaj in in Production and 9inance in 1?=7. 3rid ar 4ice President $"arketing J Sales' %I)eeler( "r.Srid)ar joined #ajaj in "arc) %&&1 and is now 4ice President $"arketing J Sales '% I)eeler(. ;e is a 2ngineering 1raduate in griculture J) 3rid ar Com*any Secretary : Srid)ar, )as been Com*any Secretary since :uly %&&1. 9inance J Com*any Secretary, "a)aras)tra Scooters .td., a #ajaj venture, *rior to joining #ajaj uto. (nfrastructure Plants #ajaj utoMs t)ree *lants at kurdi, Ialuj and C)akan in "a)aras)tra, Commerce uto joint *ril 1?=7 and is now 4ice President

$2ngineering(. ;e is a "ec)anical 2ngineer and later did *ost graduate di*loma

and .aw 1raduate, "r. Srid)ar did )is 9C , 9CS, ""S and was Controller of

western India, *roduced 1,=1>,<?? ve)icles in %&&>'&@.

kudi ' 1eared scooters, ungeared scooters and #ajaj 8isc waLik '#ajaj C+1&&, #ajaj Iind 1%@ and t)ree w)eelers
Page -=

.

c)akan' #ajaj motorcycles ' Pulsar and 8iscover

Plant 'ocations #ajaj uto *lants are located atG

"umbai ' Pune 5oad, kurdi, Pune >11 &-@

"umbai ' Pune 5oad, kurdi, Pune >11 &-@

"I8C, Plot /o 1, "a)alunge 4illage, C)akan >1& @&1 8ist. Pune

KE8 PO'(C(E3

En"ironmental Polic#

+owards creating and *reserving a cleaner environment #ajaj

uto .td.,

manufacturer of two and t)ree w)eeler ve)icles is committed to *revention of *ollution, continual im*rovement of our environmental *erformance and com*liance wit) all a**licable environmental legislation and regulations +owards t)is, we s)all strive toGCreate a *roactive environment management system t)at addresses all environmentally significant as*ects related to our *roducts and *rocesses,
Page -?

.

"inimise t)e generation of waste and conserve resources +)roug) better tec)nology and *ractices, and Promote environmental awareness amongst our em*loyees and motivate t)em to fulfill our commitments Ie, at #ajaj *ledge ourselves towards creating and *reserving a cleaner environment uto,

?ualit# Polic#

Ie at #ajaj uto continue to firmly believe in *roviding t)e customer 4alue for money, for years t)roug) our *roducts and services. +)is we s)all maintain and im*rove In our decision making, Duality, safety and service will be given as muc) consideration as *roductivity, cost and delivery. Quality s)all be built into every as*ect of our work life and business o*erations. Quality im*rovements and customer satisfaction s)all be t)e res*onsibility of every em*loyee. TPM Polic# Ie at #ajaj uto ado*t +otal Productivity "aintenance as a means of

creating a safe and *artici*ative work environment in w)ic) all em*loyees target t)e elimination of losses in order to continuously en)ance t)e ca*acity,

Page >&

.

fleBibility, reliability and ca*ability of its *rocesses, leading to )ig)er em*loyee morale and greater organiAational *rofitability

Page >1

#ajaj 8iscover 8+S'i N #ike of t)e %&&@ 6ear %&&@ #ajaj 8iscover 8+S'i ' Indigenous %&&@ 8esign of t)e 6ear %&&@ # : :
.

042585I42 wards %&&@

042585I42 wards %&&@

,+0 ' #ike "aker of t)e %&&>

ICICI #ank 042585I42 wards %&&>

6ear %&&> 8+S'i +ec)nology ' t)e 6ear %&&> #ajaj Pulsar 8+S'i #ike of t)e 6ear %&&> %&&> Iind 1%@ +wo I)eeler of t)e 6ear %&&> %&&> Iind 1%@ #ike of t)e 6ear %&&> %&&> #usiness Standard "otoring ##C Iorld I)eels ward %&&C/#C ,+0C 5 wards %&&> ICICI #ank 042585I42 wards %&&> uto +ec) of %&&> ICICI #ank 042585I42 wards %&&>

#ajaj Pulsar 1=& 8+S'i ##C Iorld %&&I)eels 4iewers C)oice +wo I)eeler of 6ear %&&#ajaj Pulsar 1=& 8+S'i ##C Iorld %&&I)eels <&,&&& #ajaj Pulsar 1@& 8+S'i ##C Iorld %&&I)eels @@,&&& #ajaj #oBer I)eels + !+2C ##C Iorld %&&for #est +wo ward for #est +wo I)eeler between 5s >@,&&& to 5s ward for #est +wo I)eeler between 5s @@,&&& to 5s

##C Iorld I)eels ward %&&-

##C Iorld I)eels ward %&&-

##C Iorld I)eels ward %&&-

ward

I)eeler under 5s -&,&&&
Page >%

.

A2AR&3 A;ards Milestone -..5 8ecember :une 9ebruary #ajaj 8iscover launc)ed #ajaj venger launc)ed #ajaj Iave launc)ed 8ear B#

-..1 Se*tember ugest "ay :an #ajaj discover dtsi launc)ed /ew #ajaj c)etak > stroke wit) wonder gear launc)ed #ajaj C+ 1&& launc)ed #ajaj ,nveils new brand identity, 8ons new symbol, logo -..4 0ctober 0ctober :uly 9ebruary Pulsar 8+S'is launc)ed 1&<,11@ "otorcyles sold in a mont). #ajaj wind 1%@, t)e world bike,is launc)ed in india #ajaj uto launc)ed its Caliber 11@”;oodibabaa”in brand line.

t)e eBecutive motorcycle segment.

Page >-

.

-../ /ovember #ajaj uto lunc)es its latest offering in t)e *remium

bike segment *ulsar. :an +)e eliminator launc)ed

-... /@@@

+)e #ajaj Saffire is introduced. Caliber motorcycle notc)es u* 1&&&&& sales in record time of 1% mont)s *roductions commences at c)ankan *lant.

:un < :uly %@ 0ctober

!wasaki #ajaj caliber rolls out of waluj .egend indias first > stroke scooter roles out of akurdi S*irit launc)ed.

/@@A

+)e !wasaki #ajaj #oBer and t)e 5e diesel utoricks)aw are introduced.

/@@5 /ovember %? #ajaj uto is @& greements signed wit) cubota ja*an for t)e develo*ment
Page >>

.

0f diesel engines for t)e t)ree w)eelers and wit) +okyo 5J8 9or un geared scooter and mo*ed develo*ment. +)e #ajaj su*er eBcel is introduced w)ile #ajaj celebrates Its 1& millions ve)icle 1 millions ve)icle were *roduced nd sold in t)is financial year

/@@1

+)e #ajaj Classic is introduced

/@@/

+)e kwasake #ajaj >s c)am*ion is introduced.

/@@.

+)e #ajaj Sunny is introduced.

/@BC

+)e #ajaj "K=& and !waski #ajaj !# 1&& motorcycle are introduced. @&&&&& ve)icles *roduced and sold in single financial year.

Page >@

.

Compan# Profile BAN3A' BAJAJ MOTOR3)

#ansal #ajaj is a 1rou*s w)o is eBclusive dealer for #ajaj and ca*turing t)e --F of two'w)eeler market s)are in Ilkal. T e# are selling different products like 1( %( -( >( #ajaj *ulsar 8+Si 1@&CC,1=&CC. #ajaj 8iscover 8+Si 1%@CC. #ajaj C+1&&. #ajaj Platina

uto for in

jind 8istricts and was establis)ed on *ril > %&&- wit) a Ca*ital of 5s %@ lak)

#ajaj com*any follow t)e cor*orate identify for t)e establis)ment of s)owroom. It means t)at t)e com*any )as its *olicy in res*ect of land, building, *aints, and timing of s)owroom.

Factors to +e considered +efore starting a s o;room as per corporate identit#.
Page >7

.

1( .ocationG location is very im*ortant because to know t)e number of ve)icle in t)at area +y*e of customer land w)et)er t)e )ig) way or cityKs well !nown road is *assing t)roug) t)e location or not.

%(

#uildingsG #efore constructing a building following *oint are taken

into account. a. /ature of soil foundation reDuirement. b. +)e level of ground.

-( .abourG +)e laboures are t)e main *illars of any organiAation. +)e efficient organiAation in t)e building. de*ends t)e amount of ca*ital and t)e s*ace reDuired

>( "ac)ineryG drawn. It

+o install t)e eDui*ment in *ro*er *lace t)e layout is

de*ends t)e amount of ca*ital and s*ace reDuired in t)e building.

@( Com*utationalG Com*etition makes t)e organiAation to im*rove Duality and give better service to customer.
Page ><

.

7( Iater J 2lectricityG Iater and electricity are necessary for works)o*. It )el*s in *roviding better servicing of ve)icles.

3urrounding Area,

#ansal "otors is situated at suc) a *lace w)ic) is known for its business like ground nuts, % w)eelers and essential commodities.

s we already known t)at t)e s)owroom is on t)e cityKs well known road w)ic) join to t)e main road.

OrganiDation,

+o *rovider better service #ansal motors )as made > sections. +)ey are section. 1( %( -( >( Sales section. 1eneral insurance. ccountant. Iorks)o*.
Page >=

.

Procedure,

a( Customer visit to s)ow roomG I)en a customer visit t)e s)ow room to take Duotation ;is name is entered in t)e customer follow u* formsL t)ese are stored in t)e file. b( 9ollow u* beginsG t)e customer follow u* forms stored in files are ke*t in t)e racks w)ic) are divided in - *arts.

+)e forms in t)e fists *art are o*ened to t)ird day from t)e dose of Duotation and attractive letter is written to customer. fter writing t)e letter t)e forms are s)ifted to second *art. +)e forms are s)ifted to t)ird *art. +)e forms are o*ened after 11 days at t)is time s)ow room will send one *erson to meet customer directly.

1( SalesG t)e *erson intending to *urc)ase t)e ve)icle will visit t)e s)ow room is makes t)e selection of ve)icle. fter )e )as selected t)e ve)icle for sales manager writes t)e customers name is address in “invoice” and receives t)e amount. ;e also arranges for insurance of ve)icle, registration of t)e ve)icle is left to customer.

Page >?

.

%(

fter filling t)e “information cou*on” )e sends t)e ve)icle for *re delivery ins*ection. If it founds 0! in *re delivery ins*ection re*ort t)e key of t)e ve)icle is )anded over to few customer.

-( #illingG on t)e day w)en t)e ve)icle is for cas) bot) original and du*licate co*y is 1iven to customer. #ut if t)ere is )y*ot)ecation in bank t)en original co*y of invoice nd one key is given to bank. 8u*licate co*y given to customer and t)ird co*y is retained wit) t)e s)owroom,.

>( InsuranceG #efore giving t)e delivery of t)e ve)icle it s)ould be insured. +)e Insurance *olicy is called as com*re)ensive *olicyK it means if t)e ve)icle met Iit) any accident or fire t)e ve)icle owner will be indemnities by t)e insurance com*any.

Finance,
Page @&

.

In s)owroom t)e finance section *erforms t)e following functions. 1( "aintenance of different registers like a. stock book c. Cas) book. %( ve)icle. -( from t)e Com*any. >( +o maintain *ro*er account about s*ares *art. +o make adjustments in t)e stock register w)en ve)icle are received b. "aterial account. 8. .edger account.

2ntries )ave to be made in material account in case of sales of

Marketing 3ection,

"arketing section of t)e s)owroom involves t)e distribution of ve)icles and s*ares *arts *urc)ase from t)e com*any.

#ansal motors make t)e *urc)ase of ve)icle from t)e #agalkot branc) office and distribute t)e ve)icle, so )ere t)ere is no *roduction of any goods. #ansal motors ultimately make t)e sales to customers.

Page @1

.

A+out Ba*a* Platina

Its elegant Platinum silver color wit) c)rome gra*)ics is des*erately catc)ing t)e eyes of many finicky bike lovers. 1ra*)ic tint engine and transmission wit) black silencer are really leaving good a**eal to t)e eyes of t)e viewers. +o add more aest)etic value to t)is bike, it is furt)er eDui**ed wit) eBclusive streak design side *anels and sleek rear *anels wit) fluid grab rail design. 0t)er mentionable features for making t)is bike more reliable are c)rome )eat s)ield and annular c)rome rings )oused in a s*orty console.

Page @%

.

Features

•

2Bclusive Styling Package. engine *erformance

• Su*erior

for *ractical riding conditions
• •

#est in class sus*ension system for su*erior comfort. Iorld first S/S $S*ring'/'S*ring( rear sus*ension wit) t)e longest travel in its class of 1&& mm.

Page @-

.
•

,niDue streak design side *anels

Page @>

&imension E 2eig t 0verall )eig)t 0verall lengt) 0verall Iidt) I)eelbase 1round Clearance !erb weig)t 9uel +ank Ca*acity Engine +y*e Stroke $%C>( /o. of cylinders Bore < stroke 8is*lacement 2lectrical Transmission /o. of 1ears Performance "aBimum Power "aB. +orDue Start 3uspensions 9ront ;ydraulic , +elsco*ic ty*e , 1%@ mm travel 7.&- kI $=.%b)*(R <@&& r*m =.&@ /m R >@&& r*m !ick Start
Page @@

1&?& mm 1??& mm . <<& mm 1%<@ mm 17% mm 11- kg 1- .itre

/atural ir'cooled >'stroke Single cylinder

??.%< cc 1%4 C E8C

Constant "es) +y*e

.

3pecification of Platina

Part04

Page @7

.

OBJECT(7E3,

 

+o Study t)e Customer Satisfaction level for t)e #ajaj P. +I/ #ike. +o know t)e features influencing t)e customer during t)e *urc)ase of #ajaj P. +I/ #ike.



+o

scertain w)et)er t)e Customer are satisfied wit) eBisting service

from t)e S)ow 5oom.  +o Study t)e *romotional "iB ado*ted by t)e s)ow room.

3COPE, +)e sco*e of t)e study is limited to #ansal "otors only
Page @<

.

MET9O&O'O$8 "et)odology eB*lains t)e met)ods used in collecting information are as follows. &escription Of Researc , "arketing 5esearc) design s*ecify t)e *rocedure for conducting a researc) *roject. +)e survey is conducted wit) t)e objective to know t)e Customer satisfaction level of #ajaj P. +I/ #ike at jind city . In t)is, two ty*es of researc) met)ods are used. /> &escripti"e Researc ) 8escri*tive 5esearc) is used to collect various information from customer to study t)e satisfaction level Iit) res*ect to P. +I/ #ike. -> E<plorator# Researc ), 2B*loratory 5esearc) is concerned wit) discovering t)e general nature of t)e *roblem and t)e variables t)at are related to researc) study. T#pes And 3ources Of &ata, 9or t)e *ur*ose of study t)e data )as been collected from two sources mainly,

-( >(

Primary 8ata. Secondary 8ata.

Primar# &ata,

Page @=

.

Primary information was collected t)roug) Duestionnaire and *ersonal interaction. 3econdar# &ata , +)e major sources of secondary data are as follows,

♦ " 1HI/2S. ♦ #00!S. ♦ I2#SI+2S. ♦ " /, .

3ur"e# Researc ,

+)e met)od used to collect data for t)e study was t)roug) survey researc). Survey 5esearc) is t)e systematic gat)ering of information from res*ondents for t)e *ur*ose of understanding and *redicting some as*ect of t)e be)avior of t)e *o*ulation of interest.

Measurement Tec niFues,

"easurement may be defined as t)e assignment of numbers to c)aracteristics of objects, *ersons, states or events, according to rules.
Page @?

.

Some of t)e measurement tec)niDues used are,

?uestionnaire,

It re*resents t)e most common form of measurement for eliciting information. s muc), its function is measurement.

+)e Questionnaire designed included 0*en'ended Duestions, "ulti*le' C)oice Duestions, and 8ic)otomous Duestions.

Open0Ended ?uestion,

+)ese Duestions leave t)e res*ondents free to offer, any re*lies t)at seem a**ro*riate in lig)t of t)e Duestion.

Questionnaire administered included 0*en'2nded Duestion to find out res*ondents 2B*ectations towards #ajaj P. +I/ #ike.

Multiple0c oice ?uestion,

Page 7&

.

"ulti*le'C)oice are immediately followed by a list of *ossible answers from w)ic) t)e res*ondents must c)oose.

Questionnaire included multi*le'c)oice Duestions to find out t)e w)ic) sources customers )as satisfied wit) regard to t)e bike

&ic otomous ?uestion),

8ic)otomous Question re*resent an eBtreme form of t)e multi*le'c)oice Duestion, allow only two res*onses suc) as “6es or /o”

+)is ty*e of Duestions were used to find out w)et)er res*ondents )a**y wit) service *rovided by s)ow room and benefits get from t)e bansal motors

Rating 3cales,

+)e use of 5ating Scale reDuires t)e rater to *lace an attribute of t)e object being rated at some *oint along a numerically ordered series of categories. 5ating Scale focus on.

0verall attribute towards an object. +)e degree to w)ic) an object contains a *articular attribute.
Page 71

.

0nes feeling towards an attribute. 3AMP'(N$ 3ampling Procedure, 8escri*tive field studies reDuire collection of first )and information or data *ertaining to t)e units of study from t)e field. +)e units of study may include t)e area covered under t)e Ilkal City. “+)e *rocess of drawing a sam*le from large *o*ulation is called Sam*ling”.

3ampling Process, Population, +)e Customer. 3ampling Frame, Sam*ling 9rame is a means of re*resenting t)e elements of t)e *o*ulation. 3ampling !nit, +)e Sam*ling ,nit is basic unit containing t)e elements of t)e *o*ulation to be sam*led. 3ampling E<tent, It is t)e sco*e of study Sam*ling 2Btent is :ind city.
Page 7%

ggregate of all units *ertaining to t)e study is called Po*ulation.

+)e *o*ulation of t)is *roject is a survey of Ialking Customers and 2Bisting

.

3ample siDe, +)e total Sam*le SiAe is 1&& from different locations in :ind city

Part01
Page 7-

.

&ATA ANA'83E3 AN& (NTERPRETAT(ON

&ATA ANA'83(3

8ata collected is useful only after analysis. 8ata

nalysis involves

converting a series of recorded observations into descri*tive statements and inferences about relations)i*s. +)e ty*es of analysis t)at can be conducted de*end on t)e nature of t)e measurement instrument and t)e data collected met)od.

If t)e researc)er selects t)e analytical tec)niDues *rior to collecting data, t)e researc)er s)ould generate fictional res*onses to t)e measurement instrument, t)ese dummy data are t)en analyAed t)e results of t)is analysis will *rovide t)e information reDuired by t)e *roblem at )and.
Page 7>

.

+)e results obtained by analyAing suc) data may not be accurate due to *resent of dummy data, So it is *referable to select analytical tec)niDue after collection of data, de*ending on data collected.

/> Age categories, ge 5es*ondents Percentage
Page 7@

.

%&'%@ %@'-& -&'-@ -@'>& +otal

%> %> %> %= 1&&

%>F %>F %>F %=F 1&&F

28%

24% Age Categories 20-25 Age Categories 25-30 Age Categories 30-35 Age Categories 35-40

24%

24%

Page 77

.

(nterpretation)

9rom t)e above gra*) it is evident t)at out of 1&& sam*les %= customers are of between -@'>& age limits. #y seeing t)is result we inter*ret t)at #ajaj P. +I/ is *referred by middle age grou*s working as Clerks, #ank workers, Small outlets owner 4iA Cold drinks, #ecause of mileage is t)e main reason.

->

Follo;ing factors influenced #ou to purc ase Ba*a* platina BikeG 5es*ondents 9riendsK o*inion Price dvertisement 5elative o*inion +otal -1 -% %% 1@ 1&& Percentage -1F -%F %%F 1@F 1&&F

Page 7<

.

35 30 25 20 15 10 5 0
Fr ie nd s

31

32 22 15 Series1

No

dv er tis em en t

e

Pr ic

A

Res

(nterpretation)

9rom t)e above 1ra*) it is found t)at -%F of Customer are *urc)ased #ike by *referring Price. influenced of t)ere friends. nd -1F of customer *urc)ased t)e bike by t)e nd remaining %%F customer are influenced by revealed t)ey

dvertisement 1@F customer motivated to *urc)ase t)e #ike t)roug) relatives o*inion. +)e majority of t)e *eo*le boug)t #ajaj P. +I/ *urc)ase t)e #ike influenced by t)e *rice.

4>

3atisfaction 'e"el of t e Customers ;it respect to information gi"en

+# t e mec anics) Satisfaction level 5es*ondents Percentage

Re la tiv

es

Page 7=

.

;ig)ly satisfied Satisfied 8is satisfied ;ig)ly dissatisfied +otal

%= @7 1&&

%=F @-F -F 7F 1&&F

3

6 28 ig!l" satis#ied Satis#ied $is satis#ied ig!l" $issatis#ied

53

(nterpretation)

9rom t)e above 1ra*) its clear t)at most of t)e owner of t)e #ajaj P. +I/ are satisfied wit) *reliminary Information given by t)e mec)anics w)ile *urc)asing t)e #ike 7-F.

Page 7?

.

5> 3atisfaction le"el of customer ;it c aracteristics of t e Ba*a* P'AT(NA)

respect to t e follo;ing

a>)

Price of t e 7e icle) 5es*ondents <% 11% 1&& Percentage <%F 1-F 1-F %F 1&&F

Price ve)icle 4ery good 1ood #ad 4ery bad +otal

Page <&

.
80 60 40 20 0 %er" good &ood 13 13 2 'ad %er" 'ad S1 (2

(nterpretation)

9rom t)e above 1ra*) it is found t)at out of 1&& res*ondents majority of t)e Customer are very muc) satisfied wit) t)e *rice of #ajaj P. +I/ #ike as com*ared to ot)er #ikes.<%F of t)e customer said *rice of t)e bike is very good.

c> Engine and performance of t e "e icle) Engine performance 9ig l# satisfied 4B 4BH E Respondents Percentage

Page <1

.

3atisfied &is satisfied 9ig l# satisfied 9ig l# dissatisfied Total

15 /5 . /..

15H /5H .H -H /..H

15%

2% 38% ig!l" satis#ied Satis#ied $is satis#ied ig!l" $issatis#ied

45%

(nterpretation)

9rom above 1ra*) it is clear t)at >@F 5es*ondents are satisfied wit) t)e *erformance of t)e ve)icle and -=F of t)e 5es*ondents satisfied and 1@F of t)e 5es*ondents are not satisfied wit) t)e *erformance of t)e ve)icle t)e reason be)ind t)is t)ey are facing *roblem 2ngine $carburetor(.

Page <%

.

d> Maintenance Cost of t e 7e icle) "aintenance cost ;ig)ly satisfied Satisfied 8is satisfied ;ig)ly satisfied +otal 5es*ondents 1& 7& %& 1& 1&& Percentage 1&F 7&F %&F 1&F 1&&F

10% 20%

10% ig!l" satis#ied Satis#ied $is satis#ied ig!l" $issatis#ied 60%

(nterpretation)
Page <-

.

9rom t)e above 1ra*) is )ig)lig)ted t)at maintenance cost of t)e ve)icle t)e maBimum number of customer are satisfied wit) maintenance cost ie 7&F )ence we can say it is ;a**y new for t)e com*any maintenance cost of t)e #ajaj P. +I/ #ike is less.

e> Aest etics =Color>)

est)etics color ;ig)ly satisfied Satisfied 8is satisfied ;ig)ly satisfied +otal

5es*ondents %= >= 1= 7 1&&

Percentage %=F >=F 1=F 7F 1&&F

Page <>

.
50 40 30 20 10 0 1 28 18 6 Satis#ied $is satis#ied ig!l" $issatis#ied 48 ig!l" satis#ied

(nterpretation)

9rom t)e above 1ra*) it is found t)at out 1&& Customer >=F of 5es*ondents are satisfied wit) t)e color and style of t)e ve)icle and only 1=F of t)e 5es*ondents are not satisfied wit) t)e color of t)e ve)icle.

f> Cost of spares)

Page <@

.

Cost of s*ares. ;ig)ly satisfied Satisfied 8is satisfied ;ig)ly satisfied +otal

5es*ondents %@@ 1? 1&&

Percentage %-F @@F 1?F -F 1&&F

60 50 40 30 20 10 0 23

55 ig!l" satis#ied Satis#ied 1) 3 1 $is satis#ied ig!l" $issatis#ied

(nterpretation) 9rom above 1ra*) it is observed t)at majority of t)e customers said t)at t)e cost of s*ares are Duite affordable and t)ey are satisfied.

Page <7

.

g> Mileage of t e 7e icle)

"ileage of t)e 4e)icle. ;ig)ly satisfied Satisfied 8is satisfied ;ig)ly satisfied +otal

5es*ondents 7> 11% 11 1&&

Percentage 7>F 1-F 1%F 11F 1&&F

11 12 ig!l" satis#ied Satis#ied 13 $is satis#ied 64 ig!l" $issatis#ied

Page <<

.

(nterpretation)

9rom above 1ra*) it )as been observed t)at 7>F of t)e customer )ig)ly satisfied wit) mileage of t)e 4e)icle. and customer are said t)at t)ere 4e)icle gives <&'=& km mileage *er liter of *etrol in city limits. If t)ey go for long ride it gives nearly about =&'=@ km *er liter.

5> 'e"el of satisfaction of ;arrant# ser"ice pro"ided +# t e s o; room)

.evel warranty service ;ig)ly satisfied Satisfied 8is satisfied ;ig)ly satisfied +otal

5es*ondents 11% 7> 11 1&&

Percentage 1-F 1%F 7>F 11F 1&&F

Page <=

.

80 60 40 20 0 13 12

64 ig!l" satis#ied Satis#ied $is satis#ied 11 ig!l" $issatis#ied

1

(nterpretation)

9rom above 1ra*) it )as been observed t)at 7>F of t)e customer is not satisfied only 1-F 5es*ondents are satisfied wit) warranty service.

/> Percentage of Customer going for paid up ser"ice)

Paid u* service 6es

5es*ondent 7%

Percentage 7%F

Page <?

.

/o +otal

-= 1&&

-=F 1&&F

38% *es +o 62%

(nterpretation)

9rom t)e above gra*) it is clear t)at majority of t)e customer go for t)e *aid u* service *rovided in t)e s)ow room. unaut)oriAed service station like garage. s far as t)e #ajaj ut)oriAed dealer scores more in Ilkal city but only -=F of t)e customer are go for

Page =&

.

C>

'e"el of satisfaction for follo;ing factors in 3er"ice pro"ided +# s o;

room)

a>

&eli"er# Time)

8elivery +ime. ;ig)ly satisfied Satisfied 8is satisfied ;ig)ly satisfied +otal

5es*ondents 17@ 1% 1& 1&&

Percentage 1-F 7@F 1%F 1&F 1&&F

Page =1

.

10% 12%

13% ig!l" satis#ied Satis#ied $is satis#ied ig!l" $issatis#ied 65%

(nterpretation

9rom above 1ra*) its Clear t)at 7@F of t)e 5es*ondents are satisfied wit) delivery time of motorKs t)e com*any may *rovide service of delivery as *er Customer convenience.

+>

A"aila+ilit# 3pares)

vailability S*ares.

5es*ondents

Percentage
Page =%

.

;ig)ly satisfied Satisfied 8is satisfied ;ig)ly satisfied +otal

1& <& 1> 7 1&&

1&F <&F 1&F 7F 1&&F

80 60 40 20 0 10

(0 ig!l" satis#ied Satis#ied 14 $is satis#ied 6 ig!l" $issatis#ied

1

(nterpretation

9rom t)e above 1ra*) it )as been observed t)at out 1&& customer <&F of t)e customer are satisfied wit) and 1ood Duality. vailability of s*ares in s)owroom. #ecause of s*are *arts are 1enuine *arts and 1uarantee, neBt to t)ese are long *erformance

Page =-

.

C>

Attitudes of 3er"ice Pro"ider)

ttitudes Provider.

of

Service 5es*ondents

Percentage

;ig)ly satisfied Satisfied 8is satisfied ;ig)ly satisfied +otal

7@ 1? 11&&

7@F 1?F 1-F -F 1&&F

Page =>

.
80 60 40 20 0 1) 13 3 1

65 ig!l" satis#ied Satis#ied $is satis#ied ig!l" $issatis#ied

(nterpretation

9rom t)e above gra*) it is evident t)at most of t)e res*ondents are strongly satisfied wit) t)e attitude of t)e service *rovider ie 7@F of t)e Customer are )ig)ly satisfied and only 1-F of t)e customer are not satisfied wit) attitudes of service *rovider. 5emaining -F of t)e customer is )ig)ly dissatisfied attitudes of service *rovider.

A> &egree of le"el of satisfaction regarding sol"ing of complaints)

Com*laints

5es*ondent

Percentage
Page =@

.

6es /o +otal

-@ 7@ 1&&

-@F 7@F 1&&F

35 *es +o 65

(nterpretation

9rom t)e above gra*) its clear t)at majority of t)e customers are not satisfied wit) com*liant )andling *rocedure of t)e s)ow room only -@F of t)e Customers are satisfied. 5emaining t)e 7@F customer not satisfied

Page =7

.

B> Percentage of purc ase 3pare parts)

*urc)ase S*are *arts S)owroom 5etail outlet +otal

5es*ondents <= %% 1&&

Percentage <=F %%F 1&&F

(8 80 60 40 20 0 S!o, room Retail o-tlets 22 Series1

(nterpretation

Page =<

.

9rom t)e above 1ra*) its clear t)at t)e <=F of t)e customer *urc)ase of s*are *arts t s)ow room. #ecause of branded, 1uarantee, long run *erformance, 1ood Duality J only %%F of t)e customer *urc)ase retail outlets.

@> &egree satisfaction a+out ser"ice c arge

service c)arge ffordable Costly

5es*ondents 7? -1 1&&

Percentage 7?F -1F 1&&F

31% A##orda.le Costl" 6)%

Page ==

.

(nterpretation

9rom above gra*) its clear t)at 7?F of t)e customer are feel t)at t)e service c)arges are affordable as com*ared to ot)er J customer are said service c)arge costly. only -1F of t)e

/.> 'e"el of satisfaction of Ba*a* P'AT(NA Bike)

Satisfaction

of

#ajaj 5es*ondents

Percentage

P. +I/ #ike. ;ig)ly satisfied Satisfied @= %@=F %-F
Page =?

.

8is satisfied ;ig)ly satisfied +otal

1< % 1&&

1<F %F 1&&F

(0 60 50 40 30 20 10 0

58 ig!l" satis#ied Satis#ied 23 1( 2 1 $is satis#ied ig!l" $issatis#ied

(nterpretation

;a**y news for t)e s)ow room #ijjal motors from above 1ra*) it )as observed t)at t)e majority of t)e customer some around @=F of t)e customer are )ig)ly satisfied wit) #ajaj P. +I/ , %-F are satisfied wit) bike and only %F of t)e customer )ig)ly dissatisfied.

F(N&(N$3 C!3TOMER 3AT(3FACT(ON FOR BAJAJ P'AT(NA AT J(N&
Page ?&

.

•

"ajority of t)e Customer )ave *urc)ased t)e ve)icle by t)ere *rice and friends wit) -%F and -1F res*ectively. nd friends is second motivated factors w)ic) influenced t)e customer to *urc)ase t)e bike.

• @%F of t)e customers are satisfied wit) information *rovided by t)e mec)anics w)ile delivering t)e bike for t)e first time. • +)e #ajaj P. +I/ customers are satisfied wit) t)e *rice ie <%F. • 2ngine and *erformance of t)e ve)icle satisfaction is >@F. • @%F of t)e customers are satisfied wit) t)e maintenance cost -@F of t)em are not satisfied, wit) t)e maintenance cost level. • +)e customers are )ig)ly satisfied wit) t)e est)etics $color, style( of t)e #ajaj P. +I/ . • +)e cost of said t)at cost of s*ares are Duite affordable @@F of t)e customer are satisfied wit) t)e cost of s*ares. • In t)e study I am found t)at 7>F of t)e customers are not satisfied wit) t)e warranty service *rovided by s)owroom. • +)e customers are satisfied wit) delivery time, availability of s*ares and attitudes of t)e service *roviders. • #ut t)e customers are not fully satisfied wit) com*laint )andling *rocedure at bansal motors only average customers are satisfied. • ;a**y news for t)e s)owroom is t)at @=F of t)e customers are )ig)ly satisfied t)at wit) #ajaj P. +I/ bike.
Page ?1

• 9rom t)e market researc) it )as been observed t)at 7>F of t)e customers are )ig)ly satisfied wit) t)e mileage of t)e bike.

.

RECOMMEN&AT(O(N TO &EA'ER

s far as t)e s)ow room satisfaction is concerned, t)e s)ow room scores good *ercentage. t #ut maintain t)is satisfaction level forever t)e s)ow room )as to do some activities.

• +)e dealer can convince t)e non'users by taking measures like advertising and sales *eo*le. • +)e 8i*loma ;older mec)anics s)ould be recruited in t)e s)ow room service centre "ore J "ore *romotional measures s)ould be taken to increase t)e sales. • +)e warranty service *rovided by dealers s)ould im*rove t)ey can gives better service in t)e time of warranty *eriods. • +)e com*laint solving *rocedure s)ould be im*roved and after service of t)e bike mec)anics may be get feed back from t)e customers about bike.

Page ?%

• I)en ever t)e #ajaj Com*any introduces new models, t)en t)e s)owroom *eo*le )as to arrange road s)ows. #y doing t)is kind of activities t)e s)ow room can retain its old customer and try to attract new customer. • S)ow room owners )ave to send some gifts and greetings to customers es*ecially in festival seasons, like festival, 8ee*avali, /ew year because of attracting t)e customer and to build long run relation s)i* wit) t)e customers.

.

RECOMMEN&AT(O(N

3!$$E3T(ON3 TO COMPAN8

#y t)e study it is found t)at all most all customer of #ajaj P. +I/ are satisfied, t)e main reason to *urc)ase t)is bike is because of its )ig)
Page ?-

.

mileage and low *rice it is very )el* full to middle income level of grou* of *eo*le.

•

uto starter s)ould be included in t)e eBisting model

• +)e current S/S $s*ring 'in 's*ring( sus*ensions *rovide uniDue *rotection to t)e bike. • Im*rovement in t)e engine *erformance it sounds more w)en in use more t)an <& km s*eed t)ere is no smoot)ness.

Page ?>

.

CONC'!3(ON

#y seeing t)e *erformance of #ajaj P. +I/

ve)icle

nd service

*rovided by t)e #ansal motors. I can conclude t)at it )as wide market and brig)t future for its sales. nd also in t)e current market it is one of t)e leading ve)icles. +)e distribution and availability of t)e ve)icle in :ind 8istrict as to be Im*rove #ecause of t)e Com*eting of t)e ve)icle like ;ero ;onda, +4S are very )ig) market s)are.

s *er s)ow room is concerned is )aving good *ros*ects in near feature it is *roviding good service and majority of t)e *eo*le are satisfied wit) #ajaj com*any ve)icle.

Page ?@

.

Part05
Page ?7

.

ANNE6!RE

Page ?<

.

?!E3T(ONNA(RE

&ear sir : Madam%

I am *leased to introduce my self as "#

student I am doing my *roject

at Bansal "otors w)o are aut)oriAed dealer for #ajaj . +)e *ur*ose of t)e study is to know “A 3T!&8 ON CON3!MER 3AT(3FACT(ON 'E7E' OF BAJAJ P'AT(NA B(KE (N J(N& C(T8”. I reDuest you to kindly s*are your valuable time for com*leting t)is Duestionnaire.

$Please mark S for t)e relevant boB(

1.

/ameG TTTTTTTTTTTTTTTTT

%.

geG

%&'%@

%@'-&

-&'-@

-@'>&

-. .>

SeBG

"ale #usinessman

9emale

G0ccu*ation 2m*loyee

Student
Page ?=

.

Professional 0t)er s*ecifyTTTTTTTTTTTTT

@.

I)ic) of t)e following factors influenced you to *urc)ase #ajaj P. +I/ #ikeU 9riendKs o*inion dvertisement Price 5elatives o*inion

7.

8id you own any #ike *reviouslyU /ame it TTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTTT

<.

5ate t)e following c)aracteristicKs of #ajaj P. +I/ #ike. 1to@ $1'4ery good, %'1ood, -' vg, >'#ad, @'4ery bad(

Page ??

.

C)aracteristics

1

%

-

>

@

Price of t)e ve)icles. 2ngine ve)icles. "aintenance cost. Color. $carburetor( of

J *erformance

Cost of s*ares.

"ileage.

Page 1&&

.

=. 1(

re you satisfied wit) t)e warranty service *rovided by t)e s)ow roomU ;ig)ly Satisfied -( verage %( >( Satisfied 8is'satisfied

@( ?.

;ig)ly 8is'Satisfied

re you availing any *aid u* service for your ve)icle at #ansal "otorKsU 6es a( If no t)en state your reason 1( TTTTTTTTTT TTTTTTTTTTTTT %( TTTTTTTTTTTTTT -( /o

1&.

;ave you eB*erienced any major *roblems wit) your bikeU 6es /o

11.

re you satisfied wit) information given $or( com*laint solved by t)e s)ow room Service StationU
Page 1&1

.

6es

/o

a( If no *lease mention in w)ic) area you felt need for Services.

1TTTTTTTTTTTTTTT -TTTTTTTTTTTTTTTT

%TTTTTTTTTTTTTTTT

1%. I)ere do you *urc)ase s*are *arts reDuired for your ve)icleU a. t s)ow room b. t 5etail outlets

1-. service.

Please 5ank your level of satisfaction for t)e following 9actors in

Page 1&%

.

C aracter sticks

9ig l# 3atisfied

3atisfied

&is0

9ig l#

satisfied &issatisfied

1. 8elivery time.

%.

vailability s*ares.

-. Cost of s*ares.

>.

ttitudes service *rovider.

of

@. Cost of service.

1>.

6our o*inion about service c)argesU ffordable Costly bike )as satisfied your need

1@. *urc)aseU 1. -.

+o w)at eBtent t)e #ajaj P. +I/

4ery 1ood verage

%.

1ood -. /ot 1ood
Page 1&-

.

17.

8o you )ave any s*ecific to #ansal "otors to im*rove customer SatisfactionU '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''

B(B'(O$RAP98

TE6T BOOK3 ♦ " 5!2+ " / 12"2/+ #y. P)ili* !otler.

MA$I(NE3 ♦ #,SI/2SS I05.8. ♦ #,SI/2SS +08 6. ♦ I/8I +08 6.
Page 1&>

.

NE23 PAPER3 ♦ +;2 +I"2S 09 I/8I . ♦ +;2 ;I/8,.

PAMP'ET3

2EB 3(TE3 www.bajajauto.com 1oogle searc)

Page 1&@