A PROJECT REPORT ON CONSUMER SATISFACTION TOWARD BAJAJ PLATINA BIKE
SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE DEGREE
OF BACHELOR OF BUSINESS ADMINISTRATION (BBA) BY Mr. BALDEV SINGH 1510101027 Under the guidance of Mr. SOMESH SHARMA Assistant Professor Department of Management Invertis University, Bareilly
INVERTIS UNIVERSITY, BAREILLY (U.P) SESSION 2017-18
1
CERTIFICATE TO WHOM IT MAY BE CONCERN
This is to certify that Mr.BALDEV SINGH student of BBA V semester has successfully completed her project work with entitled “A Study on a consumer satisfaction toward bajajplatina bike” from Invertis University Bareilly. For the partial fulfillment of the degree of Bachelor of Business Administration for the session 2017-18.
Dr. Manish Gupta (Dean Management)
Dr.Dheeraj Gandhi (HOD, BBA & B. Com)
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Mr.Somesh Sharma (Asst. Professor)
DECLARATION
I BALDEV SINGH, Roll no 1510101027, student of BBA V semester of Invertis University Bareilly hereby declare that the project report on “A Study on consumer satisfaction toward BAJAJ PLATINA BIKE ” is an original and authenticated work done by me.
BALDEV SINGH
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ACKNOWLEDGEMENT “Many talented people have contributed to the successful completion of this work and I would like to extend a word of thanks and appreciation to all of them”. First, I take this opportunity to acknowledge my institution Invertis University where I am pursuing my degree Bachelor of Business Administration. Second, I empress my thanks to MR. SOMESH SHARMA Project Guide,
MS.DIPTI RAJ SHARMA Project Co-
ordinator , MR. AVINASH SAXENA Project Co-ordinator & MS. SHIVANI SAXENA Project Co-ordinator , for his/her guidance, support and encouragement which helped me in completing my project. Above all, I would like to thank the Almighty God without whom this work could never have been completed.
BALDEV SINGH
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CONTENTS
Topic
Page
Chapters/ S. No. 1
Introduction and company profile
8-19
2
Literature review
20-23
3
Research objective and methodology
24-35
4
Data analysis
36-52
5
Finding suggestion and conclusion
53-56
6
Limitations
57-58
Bibliography
59-60
Appendices
61-65
5
LIST OF TABLES
S.NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
TABLES TABLE NO.1 TABLE NO.2 TABLE NO.3 TABLE NO.4 TABLE NO.5 TABLE NO.6 TABLE NO.7 TABLE NO.8 TABLE NO.9 TABLE NO.10 TABLE NO.11 TABLE NO.12 TABLE NO.13 TABLE NO.14 TABLE NO.15
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PAGE NO 37 38 39 40 41 43 44 45 46 47 48 49 50 51 52
LIST OF FIGURES
S NO.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
CONTENT FIGURE- 1 FIGURE- 2 FIGURE-3 FIGURE-4 FIGURE-5 FIGURE-6 FIGURE-7 FIGURE-8 FIGURE-9 FIGURE-10 FIGURE-11 FIGURE-12 FIGURE-13 FIGURE-14 FIGURE-15
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PAGE NO. 37 38 39 40 42 43 44 45 46 47 48 49 50 51 52
CHAPTER -1 INTRODUCTION AND COMPANY PROFILE
8
INTRODUCTION Satisfaction is a person’s
feelings of
pleasure
or disappointment
resulting
fromcomparing a product’s perceived performance (or outcome) in relation to his or her expectations. Whether the buyer is satisfied after purchase depends on theoffer’s performance in relation to the buyer’s expectations. If the performancefalls short of the expectations, the customer is dissatisfied. If the performancematches the expectations, the customer is satisfied. If the performance exceedsexpectations the customer
is
highly
satisfied
or
delighted.
A
company
would
bewise
to measure customer satisfaction regularly because one key to customer retention is customer satisfaction. A highly satisfied customer generally staysloyal longer, buys more
as the
company
introduces
new products
and upgradesexisting
products, talks favourably about the company and its products.
9
COMPANY PROFILE
TYPE
PUBLIC
Traded as
Industry
BSE -532977 NSE –BAJAJ AUTO BSE SENSEX constituent CNX nifty constituent Automotive
Founded
November 29, 1945 ;71 years ago
Founder
Jamnalalbajaj
Headquarter
Pune , india
Key people
Rahul bajaj [chairman] Rajiv bajaj [CEO] Motorcycles, three-wheeler vechile , car
Products Revenue
226.8759 billion(US$3.5 billion) (2015–16)
Net income
35.6254 billion(US$560 million) (2015–16)
Number of employees
9,119[march 2014]
Parent
Bajaj group
Website
www. Bajajauto.com
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HISTORY
Bajaj Auto came into existence on 29 November 1944 as M/s Bachraj Trading Corporation Private Limited. It started off by selling imported two- and three-wheelers in India. In 1959, it obtained a licence from the Government of India to manufacture two-wheelers and threewheelersand obtained Licence from Piaggio to manufacture Vespa Brand Scooters in India and started making Vespa 150 scooters, it became a public limited company in 1960. In 1970, it rolled out its 100,000th vehicle. In 1977, it sold 100,000 vehicles in a financial year. In 1985, it started producing at Waluj near Aurangabad In 1986, it sold 500,000 vehicles in a financial year. In 1995, it rolled out its ten millionth vehicle and produced and sold one million vehicles in a year. With the launch of motorcycles in 1986, the company has changed its image from a scooter manufacturer to a two-wheeler manufacturer.
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BAJAJ AUTO LIMITED. Bajaj Auto is a $2.3 billion company founded in 1926. It is world’s fourth largest two– and three–wheeler manufacturer. Bajaj Auto has three plants in all, two at Waluj and Chakan in Maharashtra and one plant at Pant Nagar in Uttaranchal.
The company is into manufacturing of motorcycles, scooters and three–wheelers. In India, Bajaj Auto has a distribution network of 485 dealers and over 1,600 authorised services centres. It has 171 exclusive dealers for the three–wheeler segment .It has total 3750 rural outlets in rural areas.
The Bajaj brand is well–known across several countries in Latin America, Africa, Middle East, South and South East Asia. It has a distribution network in 50 countries with a dominant presence in Sri Lanka, Colombia, Bangladesh, Mexico, Central America, Peru and Egypt. It has technical tie up with Kawasaki Heavy Industries of Japan to manufacture latest models in the two–wheeler space.
Bajaj Auto has launched brands like Boxer, Caliber, Wind125, Pulsar and many more. It has also launched India's first real cruiser bike, Kawasaki Bajaj Eliminator. Bajaj Auto's has in all three plants, two at Waluj and Chakan in Maharashtra and one plant at Pant Nagar in Uttranchal, western India.
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Achievement
1945– On November 29 Bajaj Auto came into existence as Bachraj Trading Corporation Private Limited.
1948– The company commenced sales in India by importing two– and three–wheelers.
1959– Bajaj Auto obtained the licence from the Government of India to manufacture two– and three–wheelers.
1960– The company became a public limited company and conducted BhoomiPoojan of the Akurdi Plant.
1970– Bajaj Auto rolled out its 100,000th vehicle.
1971– The company introduced its three–wheeler goods carrier.
1972– The company introduced Bajaj Chetak.
1975– Bajaj Auto & Maharashtra Scooters entered into a joint venture.
1976– The company introduced Bajaj Super.
1977– Bajaj Auto introduced rear engine autorickshaw and achieved production and sales of 100,000 vehicles in a single financial year.
1981– Bajaj Auto launched Bajaj M–50.
1984– On January 19, the foundation stone laid for the new plant at Waluj, Aurangabad.
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1985– On November 5, the Waluj plant inaugurated by the erstwhile President of India, GianiZail Singh. The company commenced production at Waluj, Aurangabad in a record time of 16 months.
1986– The Bajaj M–80 and the Kawasaki Bajaj KB100 motorcycles were introduced. The company produced and sold 500,000 vehicles in a single financial year.
1990– The Bajaj Sunny was introduced.
1991– The company introduced Kawasaki Bajaj 4S Champion.
1994– It launched Bajaj Classic.
1995– On November 29, Bajaj Auto turned into a 50–year old company. It signed agreements with Kubota of Japan for the development of diesel engines for three–wheelers and with Tokyo R&D for ungeared scooter and moped development. The Bajaj Super Excel is introduced while Bajaj celebrated its ten millionth vehicle. The same year one million vehicles were produced and sold by company in that financial year.
1997– The Kawasaki Bajaj Boxer and the RE diesel Autorickshaw are introduced.
1998– The company commenced production at Chakan plant. It rolled out Kawasaki Bajaj Caliber from its Waluj plant. Bajaj Auto launched Legend, India's first four–stroke scooter from Akurdi plant. The same year Spirit was launched.
1999– Caliber motorcycle notched up 100,000 sales in record time of 12 months.
2000– The company launched Bajaj Saffire.
2001– Bajaj Auto launched its latest offering in the premium bike segment 'Pulsar'. The same year Eliminator was launched.
2003– Bajaj Pulsar DTS–i was launched. The company sold 107,115 motorcycles in a month. The company launched Bajaj Wind 125, The World Bike in India. It launched its Caliber115 'Hoodibabaa!' in the executive motorcycle segment. 14
2004– Bajaj Discover DTS–I, new Bajaj Chetak 4–stroke with wonder gear and Bajaj CT100 were launched. Bajaj unveiled new brand identity, new symbol, logo and brandline.
2005– Bajaj Discover, Bajaj Avenger DTS–I and Bajaj Wave DTS–I were introduced.
2006– Bajaj Platina was launched.
2007– RE GDiautorickshaw, Bajaj XCD 125 DTS–Si, Bajaj Pulsar 220 DTS–Fi, 200 cc Pulsar DTS–I and Bajaj Kristal DTS–i were launched. The company also underwent through revamping of its organisational structure.
2008– Bajaj Platina 125 DTS–Si was launched.
2009– Bajaj Pulsar 150 & 180 upgrade and Bajaj XCD 135 DTS–Si were launched.
2010 – Bajaj Auto launched a 135 cc Pulsar, priced at Rs 51,000, pushing the Pulsar brand into the mass segment.
2011– April, Bajaj Records its best year ever of 2010.
2011–Bajaj Auto ties–up with SBI for inventory finance to dealers
2012 –Bajaj Auto tied up with Japan’s Kawasaki in Indonesia
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Awards
Bajaj Auto was awarded the NDTV Profit Business Leadership Award 2010 at the hands of the Hon'ble Finance Minister ShriPranab Mukherjee on 1st September 2010.
Bajaj Auto’s Bajaj Pulsar DTS–Fi won bike of the year in 2007 by CNBC–TV18 Autocar Auto Awards.
Bajaj Platina 100 cc won bike of the year 2007 by NDTV Profit Bike India.
Bajaj Auto’s Chakan Plant won Super Platinum Award For manufacturing Excellence in 2006–07 by Frost and Sullivan.
Bajaj CT 100 bagged Motorcycle Total Customer Satisfaction Study in 2005 by TNS Automotive
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ORGANISATIONAL STRUCTURE
17
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Overview & Full Specifications of Bajaj Platina Bike Bajaj Platina Bike Specs Bike Type:
Standard
Start Type:
Kick
Engine Displacement (cc):
99.27
Ignition:
Kick Start
No of Cylinders:
1
Maximum Torque:
8.05 Nm 4500 rpm
Fuel Type:
Petrol
Fuel Tank Capacity (litres):
13
No of Gears:
4
Gearbox Type:
Manual
Brake Type:
Drum
Front Brake:
130
Rear Brake:
130
Front Suspension:
Hydraulic Telescopic Type
Rear Suspension:
Hydraulic Telescopic Type
Wheelbase (mm):
1275
Front Tyre:
2.75 x 17'' - 41 P
Rear Tyre:
3.00 x 17'' - 50 P
Dimensions(WxLxH)mm:
770x1990x1090
Weight:
113
Wheel Type:
Alloy
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CHAPTER -2 LITERATURE REVIEW
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LITERATURE REVIEW The Literature and Consumer Views of Satisfaction - While the literature contains significant differences in the definition of satisfaction, all the definitions share some common elements. When examined as a whole, three general components can be identified: 1) consumer satisfaction is a response (emotional or cognitive). 2) the response pertains to a particular focus (expectations, product, experience, etc.). 3) the response occurs at a particular time (after consumption, after choice, based on accumulated experience, etc). Consumer responses followed a general pattern similar to the literature. Satisfaction was comprised of three basic components, a response pertaining to a particular focus determined at a particular time BY Joan L. Giese, Assistant Professor, Department of Marketing, Washington State University.
The lack of a consensus definition for satisfaction creates three serious problems for consumer satisfaction research: selecting an appropriate definition for a given study; operationalizing the definition; and interpreting and comparing empirical results. These three problems affect the basic structure and outcomes of marketing research and theory testing.
The purpose of this research is to resolve existing inconsistencies by proposing a framework that researchers can use to develop clear and conceptually consistent, context-specific definitions of consumer satisfaction. Given the complexity and context-specific nature of satisfaction, it is impossible to develop a generic global definition. Rather, the definition of satisfaction must be contextually adapted. The proposed framework ensures that the context-specific definition captures the complete domain of satisfaction and is consistent with the conceptual domain of other researchers. Specifically, we will:
1. Suggest a definitional framework of consumer satisfaction based on commonalties in the literature and the views of consumers. 2. Discuss how this framework can be used to develop a definition of satisfaction to accommodate different contextual settings.
21
3. Ensure that our definitions of satisfaction are consistent with consumers' views. This is critical since, ultimately, we must understand consumers’ meanings of satisfaction and consumers must understand what we mean when we use the term, satisfaction.
The literature views satisfaction as: 1. some type of affective, cognitive, and/or conative response. 2. based on an evaluation of product-related standards, product consumption experiences, and or purchase-related attributes (e.g., salesperson). 3. expressed before choice, after choice, after consumption, after extended experience, or just about any other time a researcher may query consumers about the product or related attributes.
As noted above, opinions conflict about each component of satisfaction. Furthermore, definitions vary quite dramatically in the number of components they include as well as the detail they provide. Some definitions only address a limited number of issues in a very general fashion. For example, Fornell (1992) describes satisfaction as simply "an overall postpurchase evaluation." Other definitions include explicit detail about all the components.
For a complex purchase situation, the overall judgment of satisfaction consists of various components including both satisfaction with the purchase process and satisfaction with the outcome. The interviews indicated that a major aspect of purchasing an automobile involves interactions with salespeople and other members of the dealer’s staff. Consumers rely on salespeople for specific information about the car to help them make an assessment. There are also opportunities to interact with individuals who handle the financial aspects of the purchase. Therefore, interaction with members of the dealer’s staff will have a direct influence on customer’s overall satisfaction judgments. Further, although buyers may have some general ideas about the quality of the car they are purchasing, product conditions upon delivery provide a direct opportunity for buyers to assess the quality of the car that they are actually buying (i.e. satisfaction with the outcome). Hence, satisfaction with the condition of the car upon delivery will have a positive effect on overall satisfaction judgments:
22
H7. Buyers’ satisfaction with the dealer’s service will have a positive effect on their overall satisfaction with the purchase. H8. Buyer’s satisfaction with the condition of the car upon delivery will have a positive effect on their overall satisfaction with the purchase.
23
CHAPTER -3 RESEARCH OBJECTIVES AND METHODOLOGY
24
RESEARCH OBJECTIVES
THE OBJECTIVES ARE FOLLOW – o TO CHECK THE SATISFACTION LEVEL OF THE CUSTOMER. o TO STUDY THE ATTITUDE OF CONSUMER TOWARD BAJAJ PLATINA BIKE.
25
RESEARCH METHODOLOGY Research methodology is the way in which research problems are solved systematically. It is a science of studying how research is conducted scientifically. The term research is also used to describe an entire collection of information about a particular subject. Research is defined as human activity based on intellectual applications in the investigation of manner. Business research can be defined as a systematic and objective process of gathering, recording and analyzing data that provides information to guide business decision. Any honest attempt to study a problem systematically or to add to knowledge of a problem may be regarded as research.
26
Research Design
A research design is a framework or blueprint for conducting the HR research project. It details the procedures necessary for obtaining the information needed to structure or solve HR research problems. Research Design is a set of advanced decisions that make up the master plan specifying the methods and procedures for collecting and analyzing the needed information.
27
TYPES OF RESEARCH
Descriptive Research Descriptive research consists of surveys and fact-finding enquiries of different types. The main objective of descriptive research is describing the state of affairs as it prevails at the time of study. Descriptive research is undertaken to describe answers to questions of who, what, where, when and how. Descriptive research is desirable when we wish to project a study’s finding to a larger population, if the study’s sample is representative.
28
Classification of Descriptive Research
Two basic classifications:
Cross-sectional studies
Longitudinal studies
Cross-sectional studies measure units from a sample of the population at only one point in time. Longitudinal studies repeatedly measure the same sample units of a population over time. Longitudinal studies often make use of a panel which represents sample units who have agreed to answer questions at periodic intervals.
29
Cross Sectional Design
Involve the collection of information from any given sample of population elements only once.
In single cross-sectional designs, there is only one sample of respondents and information is obtained from this sample only once.
In multiple cross-sectional designs, there are two or more samples of respondents, and information from each sample is obtained only once. Often, information from different samples is obtained at different times.
30
Sample Design
A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure the researcher would adopt in selecting items for the sample. Sample design may as well lay down the number of items to be included in the sample i.e., the size of sample. Sample design is determined before data are collected. The process of selecting the right individuals, objects or events for the study is known as sampling. Sampling involves the study of a small number of individuals, objects chosen from a large group.
Sample size I have taken the sample size of 70 individuals for the research.
Sample Unit In this, the target population that will be sampled. Once the sampling unit is determined sampling frame has to be prepared so that each and every one in the target population has an equal chance of being sampled.
Sampling Area The sample area of my research project was Bareilly (U.P).
Data Analysis The data analysis is done with the help of pie charts.
31
Technique of Sampling There are 2 types of sampling techniques:1. Non-probability sampling technique 2. Probability sampling technique The technique used for the research is non-probability sampling technique.
1. Non-probability sampling technique Under non-random sampling each and every unit of population do not have an equal chance of being selected in the sample. In this method, the selection of sampling units depends entirely on the personal judgment of the investigator.
2. Probability sampling technique When each and every unit of the population has an equal and independent chance (probability) of being selected in the sample, it is called random sampling. Equal chance means that probability of each unit to be selected in the sample will be same. Independent chance means that the selection of one unit is not dependent upon the selection of another unit.
32
DATA COLLECTION METHOD
The relevant data and information for the survey was collected through both primary as well as secondary source. PRIMARY DATA These are the latest data and are hence reliable. Data which are directly collected by the researcher from the field. Primary research refers to research that has involved the collection of original data specific to that particular research methods such as questionnaires or interviews. The primary data are those which are collected a fresh and for the first time, and thus happen to be original in character.
SECONDARY DATA Secondary Data It is the data which has already been collected by someone else and has been passed through the statistical process and which is applicable or usable in the study researcher has presently undertaken.
33
Collection of Primary Data There are several methods of collecting primary data, particularly in surveys and descriptive researches. Important ones are:a. Observation method. b. Interview method. c. Through questionnaires. d. Through schedules.
Collection of Secondary Data There are several methods of collecting secondary data , some of them are :a. Internet b. Annual reports c. Surveys
34
Questionnaire Method
A questionnaire, whether it is a schedule, Interview form, or measuring instrument, is a formalized set of questions for obtaining information from respondents. A questionnaire is a set of questions to be asked from respondents in an interview, with appropriate instructing indicating which questions are to be asked and in what order.
Sampling Research Design:
Descriptive
Sample Area:
Bareilly (U.P)
Sample Unit:
only (male)
No. of Respondent:
70 Respondents
Sample Technique:
Random (Convenient Sampling)
Data Collection:
Primary data (Structured by questionnaire) Secondary data (It wascollected frominternet).
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CHAPTER 4 DATA ANALYSIS
36
DATA ANALYSIS AND INTERPRETATION
Q1.AGE o o o o
less than 20year 21 year to 40year 41 year to 60year 61year to 80 year TABLE NO. 1 NO. OF RESPONDENTS AGE GROUP Less than 20years 14 21 year to 40 year 44 41 year to 60 year 10 61 year to 80 year 2
FIGURE NO.1
age 61 year to 80 year 3% 41 year to 60 year 14% less than 20 year 20%
less than 20 year 21 year to 40 year 41 year to 60 year 61 year to 80 year
21 year to 40 year 63%
INTERPRETATION The above pie charts shows the various respondents of different age groupIt has been analysed that 20%of people belongs to age group of less than 20 years,62.857%of people belongs to age group of 21years to 40 years , 14.287% of people belongs to age group of 41 years to 60 years and remaining 2.857% of people bongs to age group of 61 years to 80 years. 37
Q2.OCCUPATION o o o o o o o
JOB STUDENT LABOUR FARMER BUSSINESS MAN POLITICIAN ELECTRICIAN TABLENO 2 PEOPLE 14 25 3 4 21 1 2
OCCUPATION JOB STUDENT LABOUR FARMER BUSSINESS MAN POLITICIAN ELECTRICIAN
FIGURE NO. 2 ELECTRICIAN 3%
OCCUPATION
POLITICIAN 1%
JOB 20%
JOB STUDENT LABOUR
BUSSINESS MAN 30%
FARMER
BUSSINESS MAN STUDENT 36%
POLITICIAN ELECTRICIAN
FARMER 6% LABOUR 4%
INTERPRETATION The above pie chart show the various respondents occupation in different segments 20% people belongs to job segment , 35.714% people belongs to student, 4.285% people belongs to labour, 5.714% people belongs to farmer, 30% people belongs to business man, 1.428% people belongs to politician, and 2.857% people belongs to electrician. 38
Q3.ANNUAL INCOME o o o o
Less than 1 lakh 1 lakh to 5 lakh 5 lakh to 10 lakh 10 lakh and above
TABLE NO. 3 ANNUAL INCOME Less than 1 lakh 1 lakh to 5 lakh 5 lakh to 10 lakh 10 lakh and above
PEOPLE 28 15 13 14 FIGURE NO.3
annual income
10 lakh and above 20%
5 lakh to 10 lakh 19%
less than 1 lakh less than 1 lakh 40%
1 lakh to 5 lakh 5 lakh to 10 lakh 10 lakh and above
1 lakh to 5 lakh 21%
INTERPRETATION The above pie chart show the annual income of the respondents in various segments among 40% of them belongs to the less than 1 lakh, 21.42% belongs to 1 lakh to 5 lakh, 18.57% belongs to 5 lakh to 10 lakh and rest 20% from 10 lakh and above.
39
Q4. DO YOU HAVE PLATINA BIKE o YES o NO TABLE NO.4 42
YES 28
NO
FIGURE NO.4
PLATINA BIKE
YES 40% YES NO NO 60%
INTERPRETATION The above pie chart depict the respondents who having the platina bike and the respondents who not having the platina bike. It is crystal clear that 60% of the respondents not having the platina bike and rest 40% of the respondent have the platinabike .
40
If NO then which another bike you have? TABLE NO.5
BIKE S
PEOPLE
PULSAR
3
KTM
2
SPLENDOR +
3
HF DELUXE
2
ROYAL ENFIELD
5
DISCOVER
2
ACTIVA
6
LML SCOOTER
1
STAR CITY
1
PASSION PRO
6
KRIZMA
1
STRUNNER
1
SUPER SPLENDOR
2
VIKRANT
1
APACHE
1
MAESTRO
1
FZ
1
ZIXER CBR
1 2
41
FIGURE NO.5
another bikes APACHE 2%
MAESTRO 2%
PULSAR KTM
VIKRANT 2%
ZIXER FZ 2% 2%
SPLENDOR +
CBR 5%
HF DELUXE
PULSAR 7% KTM 5%
SUPER SPLENDOR 5%
ROYAL ENFIELD DISCOVER
SPLENDOR + 7%
STRUNNER 2%
HF DELUXE 5%
ACTIVA LML SCOOTER STARCITY PASSION PRO
ROYAL ENFIELD 12%
PASSION PRO 12% KRIZMA 2%
KRIZMA STRUNNER SUPER SPLENDOR
VIKRANT STARCITY 2%
ACTIVA 17%
DISCOVER 5%
APACHE MAESTRO FZ
LML SCOOTER 2%
ZIXER CBR
INTERPRETATION The above pie chart show the different bike used by the respondents the 7.42% of the respondents using the PULSAR BIKE, 4.76% people use KTM BIKE, 7.142% people use SPLENDOR +BIKE , 7.461% people use HF DELUXE BIKE , 11.90 % people use ROYAL ENFIELDBIKE , 4.761% people use DISCOVER BIKE ,16.66 %people use ACTIVA , 2.380% use LML SCOOTER,2.380% people use STARCITYBIKE , 11.90% people use PASSION PRO BIKE ,2.38% people use KRIZMA BIKE and 2.38% STRUNNERBIKE , ,3.33% people use SUPER SPLENDOURBIKE ,2.38% people use VIKRANT BIKE , 2.38% people useAPACHE BIKE, 2.38%use MAESTRO , 2.38% people use FZ BIKE, 2.38% people use ZIXER BIKE, 4.761% people use CBR BIKE. 42
Q5. SINCE HOW LONG HAVE YOU BEEN USING BAJAJ PLATINA BIKE ? o o o o
0 to 5 years 5 to 10 years 10 to 15 years 15 and above
TABLE NO.6 PEOPLE
YEARS 0 to 5 years 5 to 10 years 10 to 15 years 15 and above
18 7 3 Nil
FIGURE NO.6
SINCE USING PLATINA BIKE FROM 15 AND ABOVE 0% 10 TO 15 YEARS 11% 0 TO 5 YERS 5 TO 10 YEARS
5 TO 10 YEARS 25%
10 TO 15 YEARS 0 TO 5 YERS 64%
15 AND ABOVE
INTERPRETATION The above pie chart shows the respondents using the bike under different segments of years 64.28%people belongs to 0 to 5 years , 25% people belongs to 5 to 10 years , 10.71% people belongs to 10 to 15 years segment and 0% people belongs to 15 and above year.
43
Q6. WHICH OF THE FOLLOWING FACTORS INFLUENCED YOU TO PURCHASE BAJAJ PLATINA BIKE ? o o o o
FRIENDS OPINION PRICE ADVERTISEMENT RELATIVES OPINION
TABLENO.7
FACTORS INFLUENCE
PEOPLE
Friends opinion Price Advertisement Relatives opinion
9 19 1 8 FIGURE NO.7
FACTORS INFLUENCED
ADVERTISEMENT 3%
RELATIVES OPINION 22%
FRIENDS OPINION 24%
FRIENDS OPINION PRICE ADVERTISEMENT RELATIVES OPINION
PRICE 51%
INTERPRETATION The above pie chart show that the different factors influenced to respondents to purchase platina bike 24.32% people influenced by the friends opinion,51.35% people influenced by the price , 2.702% people influenced by advertisement, 21.62% people influenced by relatives opinion.
44
Q7. DO YOU EXPERIENCE ANY MAJOR PROBLEM WITH YOUR BIKE ? o YES o NO
TABLE NO. 8 4
YES NO
24
FIGURE NO.8
MAJOR PROBLEM YES 14%
YES NO
NO 86%
INTERPRETATION The above pie chart shows major problem faced by the respondents 14.28% people face the major problem with their bike and 85.71% people face no major problem with their bike .
45
Q8. ARE YOU SATISFIED WITH COMPLAINED SOLVED BY SHOW ROOM SERVICE CENTRE? o YES o NO TABLE NO.9
YES
24
NO
4
TABLE NO.9
COMPLAINT SOLVED NO 14%
YES NO
YES 86%
FIGURE -9 INTERPRETATION The above pie chart shows the respondents are satisfied or not with complaint solved by shoe room 85.71% people are satisfied belongs to yes and 14.28% people are dissatisfied belongs to no.
46
Q9. WHERE DO YOU PURCHASE THE SPARE PARTS REQUIRED FOR YOUR BIKE ? o At show room o At retail outlet
AT SHOW ROOM AT RETAIL OUT LET
TABLE NO. 10 10 18
FIGURE NO.10
PURCHASE SPARE PARTS FROM
AT SHOW ROOM 36%
AT SHOW ROOM AT RETAIL OUTLET
AT RETAIL OUTLET 64%
INTERPRETATION The above pie chart show the from where the respondents purchase the spare parts 35.71%people purchase from show room and 64.28% people purchase from retail out let.
47
10 .YOUR OPINION ABOUT SERVICE CHARGES? o Costly / high o Affordable o Low TABLE NO.11 PEOPLE NIL 24 4
SERVICE CHARGES COSTLY / HIGH AFFORDABLE LOW
FIGURE NO.11
OPINION ABOUT SERVICE CHARGES COSTLY / HIGH 0% LOW 14%
COSTLY / HIGH AFFORDABLE LOW AFFORDABLE 86%
INTERPRETATION The above pie chart shows the respondents opinion about the service charges under different segments 0% people belongs to costly/ high, 85.71% people belongs to affordable and 14.28% people belongs to low .
48
Q11. DO YOU NEED ANY MODIFICATION? o YES o NO
TABLE NO.12
YES
12
NO
16 FIGURE NO.12
MODIFICATION
YES 43% YES NO NO 57%
FIGURE -12
INTERPRETATION The above pie chart shows the respondents need modification or not 42.85% people belongs to yes category and 57.14% people belongs to no category.
49
Q12. TO WHAT EXTEND THE BAJAJ PLATINA BIKE HAS SATISFIED YOUR NEED TO PURCHASE? o o o o
very good good average not good
TABLE NO .13
SATISFIED YOUR NEEDS VERY GOOD GOOD AVERAGE NOT GOOD
PEOPLE 10 13 4 1
FIGURE NO.13 NOT GOOD 4%
satisfied your need
AVERAGE 14% VERY GOOD 36%
VERY GOOD GOOD AVERAGE NOT GOOD
GOOD 46%
INTERPRETATION The above pie chart show that up to which extend the bajajplatina satisfied the respondents need to purchase35.71% of the respondents are belongs to very good , 46.42% people belongs to good ,14.28% people belongs to average, 3.571% people belongs to not good.
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Q13. ARE YOU SATISFIED WITH BAJAJ PLATINA BIKE? o o o o o
Highly satisfied Satisfied Average Dissatisfied Highly dissatisfied
TABLE NO.14
SATISFACTION LEVEL
PEOPLE
HIGHLY SATISFIED SATISFIED AVERAGE DISSATISFIED HIGHLY DISSATISFIED
6 18 4 NIL NIL
FIGURE 14 HIGHLY DISSATISFIED DISSATISFIED 0% 0%
SATISFIED
AVERAGE 14% HIGHLY SATISFIED 22%
HIGHLY SATISFIED SATISFIED AVERAGE
DISSATISFIED HIGHLY DISSATISFIED SATISFIED 64%
INTERPRETATION The above pie chart shows the satisfaction level of the respondents 21.42% peoples are highly satisfied , 64.28% peoples are satisfied , 14.28% peoples satisfaction level is average, and 0% peoples belongs to dissatisfied and highly dissatisfied.
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FEED BACK o o o o o o o
INCREASE WEIGHT CHANGE IN LOOK INCREASE IN PICK UP INCREASE CC OF BIKE REDUCE THE LENGTH INCREASE SPEED CHANGE IN SOUND TABLE NO. 15
FEEDBACK
PEOPLE
INCREASE WEIGHT CHANGE IN LOOK CHANGE IN LOOK INCREASE CC OF BIKE REDUCE THE LENGTH INCREASE SPEED CHANGE IN SOUND
7 3 7 2 1 1 1
FIGURE NO.15
FEED BACK
4.54% 4.54%
INCREASE IN WEIGHT
4.54%
CHANGE IN LOOK 31.82%
9.09%
INCREASE IN PICK UP INCREASE CC OF BIKE
31.82%
13.64%
REDUCE THE LENGTH INCREASE SPEED CHANGE IN SOUND
INTERPRETATION The above pie chart shows the respondents feedback regarding bajajplatina bike in various segments 31.818%people belongs to increase in weight ,13.636% people belongs to change in look , 31.818% people belongs to increase in pick up of the bike, 9.090%people belongs to increase in cc of the bike , 4.54% people belongs to reduce in length ,4.54% belongs to increase in speed , 4.54% people belongs to change in change in sound segment. 52
CHAPTER-5 FINDINGS,SUGGESTION AND CONCLUSION
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FINDINGS
All the respondents were aware about this company. 66% platina bike used by students and business man.[ small business man]. 64% of the consumers using bajajplatina bike from 0 to 5 years. 51% of the consumers are influenced by price factor to purchase and24% by friends opinion,22% from relatives opinionand 3% from advertisement. Major share of peoples with 86% have no major problem with bajajplatina bike only 14% of people. Maximum no. of peoples purchase the spare parts from retail outlet and36% people purchase spare parts from show rooms. 57% people needs no motification and only 43% of the people needsmotification. Satisfied their daily needs 36% of people rated very good,46% good ,14% average and 4% not good. 22% people are highly satisfied by bajajplatina and 64% satisfied and 14% average. 0% peoples are dissatisfied and highly dissatisfied. Most of the people give their feed back that increase in weight and pick up.
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SUGGESTIONS
The most important media for consumer durables is television. So, they should go for television advertisements rather going for newspaper, the television advertisements influences more on the people. They should spend some expenditure for T.V. advertisements. More features should be added to the bikes according to the needs of the customer, because their competitors are coming with new models. According to the competitors these people should change the models or change the technology. Company should give some incentives to the dealers for promoting the product bajajplatina. They should not neglect dealers. They should select good dealers, which they can give customer satisfaction. Company should setup service centres at dealer level itself. They should train some personnel for exclusive maintenance of these two wheelers. They should provide home service to the customers. The personnel should be appointed by company to the dealers. The service should be accurate.
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CONCLUSION A study was useful in understanding the customer satisfaction level of bajajplatina Bike. among a various respondents are not using bajajplatina bike only 40% of respondents using platina bike and rest are using another bikes.it is crystal clear that bajajplatina bike is mainly use by age group of 21 to 40 years and income of1 lakh to 5 lakh. about more than 60% of the of the customer aware about bajajplatina bikes. Most of the customer agree that bajajplatina bike is best quality with reasonable and affordable price. The attitude of 50% of the customer toward price of platina bike is reasonable .but 14% of the customerare asking for modification in bike.
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CHAPTER- 7 LIMITATIONS
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LIMITATIONS This study has some limitation which I had to follow throughout the study, but these limitations were not major hurdle in my study and I completed my project. So I would like to describe this below: Most of the consumers are hesitate to response. I have taken very small sample size to judge the consumers more deeply The main limitation is sample area is only Bareilly. The respondents are only males. The research is only to measure the satisfaction level.
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CHAPTER -8 BIBLIOGRAPHY
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BIBLIOGRAPHY
I have used the following source for finding the data. Research Methodology - C.R. Kothari
Website:
https://www.google.co.in/search?q=bajaj+platina+bike&oq=BAJAJ+ &aqs=chrome.2.69i57j35i39l2j69i60j69i61j69i60.4159j0j1&sourceid= chrome&ie=UTF-8 http://profit.ndtv.com/stock/bajaj-auto-ltd_bajaj-auto/reports https://en.wikipedia.org/wiki/Bajaj_Auto https://www.google.co.in/search?q=organisation+chart+of+bajaj+aut o+ltd&safe=strict&source=lnms&tbm=isch&sa=X&ved=0ahUKEwj z29bA45jXAhVIpI8KHeanA5gQ_AUICigB&biw=1366&bih=662#im grc=OMSQYo0DG4g_LM:
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APPENDICES
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QUESTIONNAIRE
A STUDY OF CONSUMER SATISFACTION TOWARD BAJAJ PLATINA BIKE I requested you to kindly spare your valuable time for completing this questionnaire
NAME Your answer
AGE o o o o
less than 20year 21 year to 40 year 41 year 60 year 60 year to 80 year
OCCUPATION Your answer
ANNUAL INCOME o o o o
less than 1 lakh 1lakh to 5 lakh 5 lakh to 10 lakh 10lakh and above
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1.DO YOU HAVE BAJAJ PLATINA BIKE ? o YES o NO
if no then which another bike you have ?
Your answer
2. SINCE HOW LONG HAVE YOU BEEN USING BAJAJ PLATINA BIKE ? o o o o
0 to 5 year 5 to 10 year 10 to 15 year 15 and above
3. which of the following factors influenced you to purchase bajajplatina bike ?
friends opinion price advertisement relatives opinions
4. have you experienced any major problem with your bike ? o Yes o No
5. if yes which type of problem?
Your answer
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6. are you satisfied with complaint solved by the show room service station? o Yes o No
7. where do you purchase the spare parts required for your bike ? o at show room o at retail outlet
8. your opinion about service charges? o costly /high o affordable o low
9. are you need any modification ? o Yes o No
10. if yes which type of modification?
Your answer
11. To what extend the bajajplatina bike has satisfied your need to purchase? o o o o
very good good average not good
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12. Are you satisfied with bajajplatina bike? o o o o o
highly satisfied satisfied average dissatisfied highly dissatisfied
13. you have any specific feed back about bajajplatina bike?
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