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INTRODUCTION

INTRODUCTIONIt has been more than 50 years now that bikes have been ruling the Indian Automobile Sectors. In 1955, The Indian Government needed sturdy and reliable motorcycles for its Army and Police to Patrol the rudder border highways. The first batch of 350cc Bullet-The super Bike in India of all times, from the Royal Enfield Company was UK were received and assembled at Chennai. Since then, automobile industry in India has been flourishing and Indian Bikes are gaining on popularity all across the World.

Consumers satisfaction is essential for creating permanent customers. It calls for production guarantee and after sales service, along with the quality for the product supplied. These are also covered under the wide scope of Marketing. Today supplying of goods at reasonable prices to the society and creation of high standard of living are also included in the scope of marketing.

This research was undertaken at B.D. Autoworld, Bhiwandi, Thane for BAJAJ two wheelers to measure the performance of in B.D. Autoworld Market and Customers satisfaction levels about the organization and there future expectations regarding sales and after sales services. The topic that I was assigned to study was, Customer Satisfaction in Sales and After Sales Services for B.D. Autoworld. Thus, the satisfaction level is a function of the difference between perceived performance and expectation. This study will be helpful for B.D. Autoworld to know the level of its services in fulfilling customer expectations; also it will help in knowing the ways to provide better services and facilities to its existing customers.Customer satisfaction is related to the human activity directed at satisfying human wants through the exchange of goods and service. Satisfying the customers occupies a most important position in business management. Customer satisfaction plays a crucial and critical role as it deals with customers and their needs. The major task of organization is to satisfy customers by meeting their needs and wants.

The organization emphasizes on customer oriented business. Policies and programs are formulated to serve efficiently the customer demand.

A consumer is the king and has the right to choose from a large variety of offering. He is the main person around which all business evolves. Today market is more customer oriented in the sense that all the business operations revolve around satisfying the customer by meeting their needs through effective service.

Thus, business is often dynamic, challenging and rewarding. It can also be frustrating and even disappointing but never dull. The topic Customer satisfaction sales & after sales service, has been selected to study the service provided by B.D. Autoworld, who are the dealers of Bajaj Auto Ltd. in the city of Bhiwandi.

OBJECTIVE

OBJECTIVE OF THE STUDYOBJECTIVES:-

To study the existing satisfaction level of customers as well as understanding the expected services from the potential customers of vehicles at B.D. Autoworld.

To study the customer awareness about automobiles of Bajaj Auto Ltd. and suggest strategies for enhancing it.

To know the competitor strategies in the market and suggest sales strategies against competitors strategies.

To know the after sales service perception of customers and consumers opinion about the automobile industry. To measure the impact of the above analysis on future sales and suggest various factors to improve sales.

LIMITATIONS

LIMITATIONS OF THE STUDY

The limitations of this study can be stated as below:

1) Existing as well as potential customers advance their arbitrary opinion about their satisfaction level.

2) Time was a constraint while carrying out this project since the project duration was 60 days and that made it a little difficult to tap the entire market segment.

3) While approaching the targeted sample size; people were reluctant to respond; may be on account of the shortage of time and also discomfort to express views.4) Some customers are not satisfied with after sales services of B.D. Autoworld, but they think high of the brand name of the company Bajaj Auto Ltd. so there were chances of biased responses.COMPANY PROFILE COMPANY PROFILE DEALER NAME: B.D. AUTOWORLD, BHIWANDI, THANE.

Introduction:

Bajaj Auto Limited continued to produce the largest number of two wheelers in India and globally. These are unparalleled feats in the global automotive industry. The Indian economy recorded strong growth for the third successive year, against a backdrop of macroeconomic and financial stability, despite sustained pressures from high international crude oil prices.

As India prospers and develops and more people enter the national economic mainstream, there is a huge and growing need for transport and mobility. Since, the public transport system in the country hasn't kept pace with the burgeoning population; there is an additional responsibility on transportation companies like Bajaj Auto Limited to provide cheap and reliable transport. Demand is emerging from several quarters. For example, the service sector offers a huge window of opportunity for the automobile industry, especially in emerging Tier 2 and Tier 3 cities spread over different corners of the country.

The Indian two-wheeler industry saw an increase of 15 % during the year 2001. Two-wheeler sales crossed 7.5 million unit mark, which accounted for more than 80 percent of domestic auto sales. Motorcycles shared around 82 percent of the entire two-wheeler sales.

These groups are the real growth engines for the great Indian dream, because at these levels, a number of aspiration and discretionary purchases (which includes two-wheelers) are within reach.

Bajaj Auto Limited maintained its grip in the motorcycle segment with a lead of more than one million motorcycles over its competitor and a market share of 48 per cent. Overall Company accounted for 40 per cent of the Indian two-wheeler market. Apart from successfully launching 4 new models during the year in review, Company made its debut in the scooter market with the 100cc offering called "Krystel" targeting women commuters and home makers. The products, which are mostly sold through a chain of unique all-women retail outlets, were received well by the market.

B.D. Autoworld is one of the most important company/dealer in Bhiwandi, because in B.D. Autoworld the customer satisfaction level is high. B.D. Autoworld was established in 2004 by MR. Bhadresh Shah. The Organization deals with Bajaj Auto Limited for dealerships in 2004. B.D. Autoworld has some competitors like, TVS, HERO HONDA and HONDA but among them this organization is on number one position. B.D. Autoworld achieve around 70% to 75% sales target per annum. The turnover of the organization as per the data provided (1350-1400 two wheeler per yrs.) is estimated at 6.50 crore. They also carried out some social activities like blood donation camps, tree plantation, get together programmed for employees motivation.

Advantage Extended Warranty: Customers not only get a 1 to 2 year warranty from company, but instead he gets 5 years warranty on 122 spare parts after paying Rs.330/- only. This offer is very lucrative for the customers.Activities: Bajaj Auto Ltd. is a customer oriented company. Every 26th July, the company arranges an entertainment evening, games, dance, dinner and for its customers also launching their products and distributing prizes.

Organization Chart:B.D. AUTOWORLD, BHIWANDI, THANE

PRODUCT PROFILE

BAJAJ is currently the Worlds largest motorcycle manufacturer, thanks to its fuel efficient, high quality products made in collaboration with Kawasaki motorcycles, Japan. BAJAJ has a wide variety of models ranging from the CT 100 in the value for money market to the recently upgraded Pulsar which has set the new norm in the performance segment.

Old favourites like the Bajaj Boxer and Bajaj CT 100 have been upgraded and joined by variants such as the Bajaj Platina. In the growing 125cc segment the Bajaj Platina and Bajaj Discover the new 125cc Quantum Core engine and are gaining popularity. The Bajaj Pulsar 220cc and its sibling the Bajaj Pulsar 200cc compete with each other in the performance segment.

Top of Form

Bottom of Form

BAJAJ PLATINA 125 cc

Design &Style of New Platina 125:

The New Platina 125 is more or less same in terms of looks and styling like the old Platina 125.The killer looks of New Platina 125 includes premium black shade matte finish alloy wheels,clear lens headlamp, matt finished black silencer with chrome finish foot rest, sporty instrument console,new color combination for graphics and decals, graphite tinted engine with transmission and chrome streaked side panels.With the exhaust-TEC engine it is bound to perform well like the XCD 125 DTS-Si.

Engine of New Platina 125:

The New Platina 125 comes with few cosmetic changes as well as a modified powertrain unit. New platina 125 gets all new body graphics. The engine of New platina 125develops maximum power of 8.5Bhp of maxiumum power at 7000 rpmwith maximum torque of 10Nm at 4000 rpm. The earlier platina 125generated maximum power of 9.5 Bhp with 10.85 Nm oftorque.

New platina 125cc comes with 5-speed gearbox in opposed to 4 speed gearbox of previous one.It has telescopic front suspension with travel of 125 mm and the world's first SNS (Spring-N-Spring) rear suspension with the longest travel in its class of 100mm. As a result the ride quality on the Platina is plush and perfectly sorted.

Bajaj XCD 125

The XCD looks quite eye-catching, especially as an upgrade from the 100-110cc bikes we're used to. The XCD has familiar lines of the present line up of Bajaj Bikes. The Headlamp, Side-Panels, Tail Lamps reminds you of the bigger Pulsars and the Discover.

The build quality is very good and looks and feels like a well put together motorcycle. The XCD also boasts of a Self Starter which according to be is a delightful feature to have. The XCD also features a Digital Speedometer which I thought looks plain and could have been better turned out. The switches are among the best in its segment and are pretty comprehensive. Push to cancel turn indicator switch is present along with the high beam flasher and the Ride Control switch.

A few people might complain that the XCD doesn't look different from the other Bajaj models. Inspite of its small packaging, the XCD manages to looks sharp and Handsome. On slotting the XCD into the first gear, the gearbox felt a bit notchy. But nevertheless it felt way better than the Pulsar gearboxes. The bike pulled cleanly through the gears and is comfortable to potter around in the top gear. BAJAJ Discover 125 Disc

Overview of New Bajaj Discover 125:After the huge success of Discover 100, Discover 150, Pulsar 220 and Pulsar 135, Bajaj India has launched another variant of Discover. This time it is Discover 125 whichhasbeen re-launchedto boost the overall sales of Discover.The company hopes to sell about 40,000 units per month of the Discover 125 and will take the entire Discover range to about 1,50,000 units by the second quarter of the coming fiscal. Bajaj Discover 125 fills the gap between Discover 100 and Discover 150, it completes the Discover range.

Design &Styling of New Bajaj Discover 125: In terms of design and styling it was expected that Discover 125 will carry all or some of the design cues we have seen in the Discover Sprint concept which was on display at the 2008 Auto Expo in New Delhi. But bajaj has disappointed the bike lovers as they have kept the design very simple and basic which looks more or less same like the Discover 100. Bajaj Discover 125 features LED tail lamps, nitrox suspension, front disc brake, electric start and wider rear tyre.

DISCOVER 150

Overview of Bajaj Discover 150:After the huge success of Discover 100, Pulsar 220 and recently launched Discover 125, Bajaj India has launched another variant of Discover. This time it is Discover 150. Discover 100 took market by a storm with its launch in July, 2010. In this short span of time the Discover 100 is already one of the largest selling models in the motorcycle market with current volumes averaging 75,000 per month. With the new Discover 150, we are instilling a fresh momentum and adding riding excitement to the overall Discover portfolio, Mr. S. Sridhar, CEO, Bajaj Auto said. He further added, That the new Discover is all set to be a pleasure to the commuters pocket both in terms of purchase as well as operating cost.

BAJAJ PULSAR 135

Overview of Bajaj Pulsar 135 LS:Bajaj Auto Ltd, India has launched the much awaited New Bajaj Pulsar 135 LS (Light Sport).Pulsar 135 LSfeatures the same headlight as seen in the XCDSprint Concept shown at the Auto Expo, 2008 in New Delhi.Bajaj recently launched the updated versions of Pulsar 150, Pulsar 180 &Pulsar 220.Also the Pulsar 200 was discontinued, so the main reason of launching Pulsar 135 LSis that they want to eat into the sales of Honda CBFStunner.

Update:Pulsar 135 LSUpgraded:Bajaj Auto Ltd has refreshed the Pulsar 135 LS with rear tyre hugger in place of the full rear wheel and the addition of O-ring chain with half chain covers. The O-ring chain is less on maintenance with higher resistance to moisture and dust.

BAJAJ PULSAR 150

The Bajaj Pulsar is the first bike in India which came in direct competition with the Hero Honda CBZ. Later Bajaj introduced Pulsar 150cc DTS-i with digital twin spark ignition and till today Pulsar is one of the most sought after bike in the 150cc segment. It has definitely won over other bikes, but let us justifies its triumph.

How does it look?The engineers at Bajaj realized the fact that if there is no beauty and only brawn, it is not going to sell in the Indian market. Claimed to be designed and developed in Japan, this bike does have a head turning looks. The most noticeable feature of this bike is the tank. Big tanks give a big bike feel, and when Pulsar was introduced, it had one of the biggest tanks in India.

VEHICLE SUMMARY

Name: Pulsar 150

Type: Commuter

Top Speed: 113kph

BAJAJ PULSAR 180180cc air-cooled DTS-i engine- Maximum power is 17 bhp- Maximum torque is 14.2

Main Features of Bajaj Pulsar 180 (from official website):- Pulsar 180 has the aggressive wolf eyed headlamp that's sure to turn heads. The naked street fighter look is further enhanced by the aerodynamic fairing on the muscular fuel tank.- The 12 V full DC headlamp ensures a constant light beam at all speeds.- Larger 120/80x17" tubeless tyres with strengthened 5 spoke alloy wheels for stunning looks, easy maintenance and better road grip.- The bike is also equipped with features like 240 mm ventilated front disc brakes and telescopic front forks with 130 mm stroke and anti friction bushes provide for greater riding comfort on all terrains.- The beefy frame with 1345 mm wheelbase assures a comfortable ride on any terrain.- Pulsar 180 has a stylishly designed L.E.D. tail lamp, sporty split seats, split rear grab rails and a 'kick-less, electric start'.- The Pulsar 180 comes with clip-on handle bars complete with pass switch, electric start, and engine kill switch.- The Pulsar 180 is powered by a 4 stroke, 180 cc Digital Twin Spark ignition (DTS-i) engine that gives the bike 17Ps of sheer power.

BAJAJ PULSAR 200

Bajaj Pulsar's another powerful variant to have graced the Indian tarmac is the elegant 200 cc bike which has become the fancy of any Indian bike enthusiast's.

The bike features 200 cc fuel injected engine and has a self-adjustable oil cooler that adjusts the lube oil viscosity which in turn polishes its overall performance.

It has a large front fork of 33 mm that enhances its shock absorbing quality. Some of the bike's salient features are:

Stylish Petrol Tank flap along with anti scratch tank pad.

Has fuel Injection.

New silencer with Exaus TEC technology that maintain engine torque.

Split seat that provide better sitting space.

Has a comparatively light weight.

Excellent performance giving 17 alloy wheels.

BAJAJ PULSAR 220Bajaj Auto Ltd, is all set to launch of a new trimmed version of Pulsar 220. Bajaj Pulsar band has already received a facelift recently, the 220 Pulsar was the only product left out.

Now, Bajaj is ready for the launch ofa toned down Pulsar 220. Likelittle brothers, Pulsar 220 alsolost lots of muscles. The fuel tank got a styling scoop like other recently launched Pulsar models.

Bajaj (appears to be) is desperately looking for value engineering by designing bikini faringand many other parts common onPulsar platform.

The new Pulsar 220 will develop 21PS power at maximum. All other mechanical elements likeslip on handles, alloy wheels, carburetor powered engine, front and rear disc brakes, 17 alloy wheels arepart of the Bajaj Pulsar 220 offering. In addition to all above mechanical changes, Pulsar 220 will be coming in black theme. There are exclusive paint jobs on front fork outer tubes, handle bars, swing arms and grab rails.

REVIEW OF LITERATURE LITERATURE REVIEW

According to Dr. Philip Kotler:-Customer satisfaction occurs when the perception of the reward from the purchase ofgoods or services by the customer meets or exceeds his/her perceived sacrifice. The perception is a consequence of matching past purchase and consumption experience with the current purchase.Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as, "The number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. PURPOSE

Figure: Customer Satisfaction Process

A business ideally is continually seeking feedback to improve customer satisfaction. Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty. Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold:

1. Within organizations, the collection, analysis and dissemination of this data sends a message about the importance of tending to customers and ensuring that they have a positive experience with the companys goods and services.2. Although sales or market share can indicate how well a firm is performing currently, satisfaction is an indicator of how likely it is that the firms customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes. On a five-point scale, individuals who rate their satisfaction level as 5 are likely to become return customers and might even evangelize for the firm. (A second important metric related to satisfaction is willingness to recommend).This metric is defined as, "The percentage of surveyed customers who indicate that they would recommend a brand to friends." When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage. Individuals who rate their satisfaction level as 1, by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective customers.Willingness to recommendis a key metric relating to customer satisfaction.

Measuring Customer Satisfaction:Organizations need to retain existing customers while targeting non-customers.Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.Customer satisfaction is measured at the individual level, but it is almost always reported at an aggregate level. It can be, and often is, measured along various dimensions. A hotel, for example, might ask customers to rate their experience with its front desk and check-in service, with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel might ask about overall satisfaction with your stay.Customer Satisfaction can be defined in more effective way by stating:

Expectation = Performance Customer Satisfaction

Expectation Performance Customer Dissatisfaction

Expectation Performance Customer DelightCustomer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service.

The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.Work done by Parasuraman Zeithaml and Berry (Leonard L)between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "Confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation.The usual measures of customer satisfaction involve asurveywith a set of statements using aLikert Techniqueor scale. The customer is asked to evaluate each statement and in terms of their perception and expectation of performance of the organization being measured. Their satisfaction is generally measured on a five-point scale.

Customer satisfaction data can also be collected on a Likert scale. Regardless of the scale used, the objective is to measure customers perceived satisfaction with their experience of a firms offerings. It is essential for firms to effectively manage customer satisfaction. To be able do this, we need accurate measurement of satisfaction.

Good quality measures need to have high satisfaction loadings, good reliability, and low error variances. In an empirical study comparing commonly used satisfaction measures it was found that two multi-item semanticdifferentialscales performed best across both hedonic and utilitarian service consumption contexts. According to the studies conducted by Wirtz & Lee (2003), they identified a six-item 7-pointsemantic differentialscale (e.g., Oliver and Swan 1983), which is a six-item 7-point bipolar scale, that consistently performed best across both hedonic and utilitarian services. It loaded most highly on satisfaction, had the highest item reliability, and had by far the lowest error variance across both studies. Asemantic differential(4 items) scale (e.g., Eroglu and Machleit 1990), which is a four-item 7-point bipolar scale, was the second best performing measure, which was again consistent across both contexts. In the study, respondents were asked to evaluate their experience with both products, along seven points within these four items: satisfiedtodissatisfied, favorabletounfavorable, pleasanttounpleasant and I like it very muchtoI didnt like it at all.

The third best scale was single-item percentage measure, a one-item 7-point bipolar scale (e.g., Westbrook 1980). Again, the respondents were asked to evaluate their experience on both ATM services and ice cream restaurants, along seven points within delightedtoterrible.Finally, all measures captured both affective and cognitive aspects of satisfaction, independent of their scale anchors.Affective measures capture a consumers attitude (liking/disliking) towards a product, which can result from any product information or experience. On the other hand, cognitive element is defined as an appraisal or conclusion on how the products performance compared against expectations (or exceeded or fell short of expectations), was useful (or not useful), fit the situation (or did not fit), exceeded the requirements of the situation (or did not exceed).

RESEARCH METHODOLOGYRESEARCH METHODOLOGYResearch methodology:Marketing research is focused on past events and their consequences to solve current problems. Marketing research links company to consumers, customers and public. This information is used to identify and define marketing opportunities and problems; generate, refine and evaluate marketing actions, monitor marketing as a process. Marketing research specifies the information required to address these issues; designs the methods for collecting information; manages the data collection process, analyses the results and communicates the findings and their implication. Researcher should have a clear idea of what they are trying to accomplish in research project that is, the goal of the project, usually the objectives is to solves a problem, but this is not always so often the purpose is to define the problem as to determine whether the firm even has a problem to illustrate a manufacture of automobile vehicles. It had been steady increase in sales volume over a period of years of management of B.D. Autoworld decided to make a sales analysis.

This project mostly focuses on the following problems, and how it can be helpful for developing the business and also focuses on market demand, additional features, newly technology and their competitors.The issues can be listed as below,

1) What is the market demand for such product at B.D. Autoworld?2) What additional features are desired if any at B.D. Autoworld?

3) How will technology enable B.D. Autoworld in their process in the next few years?According to Oxford Dictionary:Research is a careful investigation or inquiry especially through search for new facts in any branch of knowledge Types of Research:

Exploratory research:

Exploratory research is used when one is not conversant with the problem environment such type of investigation is mainly concerned in determining the general nature of the problem and variables related to it.

Research methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. Exploratory research is done through surveys to find the various aspects of customer satisfaction like margin, service charges, service delivery, etc. Questionnaire is prepared to collect the primary data.

Comparative research:

Comparative research, simply put, is the act of comparing two or more things with a view to discovering something about one or all of the things being compared. This technique is often utilizes multiple disciplines in one study. When it comes to method, the majority agreement is that there is no methodology peculiar to comparative research. The multidisciplinary approach is good for the flexibility it offers, yet comparative programs do have a case to answer against the call that their research lacks a seamless whole There are certainly methods far more common than others in comparative studies, however Quantitative analysis is much more frequently perused than qualitative, and this is seen in the majority of comparative studies can be use quantitative data.

The general method of comparing things is the same for comparative research as it is in our everyday practice of comparisons. Like cases are treated alike, and cases are treated differently; the extent of difference determines how differently cases are treated. The point here is that if one is able to sufficiently distinguish two cases, comparative research conclusions will not be very helpful. Secondary analysis of quantitative data is relatively widespread in comparative research, undoubtedly in part because of the cost of obtaining primary data for such large things as a countrys policy environment. A typical method of comparing welfare state is to take balance their levels of spending on social welfare.

Comparative research is a methodology in the social sciences that aims to make comparisons across different countries and cultures. A major problem in comparative research is that the data sets in different countries may not use the same categories, or define categories differently.

Research Design:Meaning of the Research Design:

Research design is the arrangement of conditions and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. In other words it is a logical and systematic plan prepared for directing a research study. It specifies the objectives of the study, the methodology and the techniques to be adopted for achieving the objectives.Type of Research Design:

Descriptive Research:

Descriptive research includes survey and fact-findings enquire of different kinds. The major purpose of descriptive research is description of the state affairs, as it exists at present.

Talk With Customers:

In order to meet your customers' expectations, your team must first understand what those expectations are. Ways to determine this include: Meeting the Customers. Asking open creative questions about what is he required.

Using a 'content mirror' to ensure understanding and show you are listening and interested. Taking copious notes for future reference Holding a team meeting afterward to compare notes and pinpoint exact needs and wants. Returning to the customer if needed for clarification before beginning a project.

Even though many clients know what they require, some simply do not. And some may have an idea of what they want without that necessarily corresponding with what they need. It will be up to your team to draw the needs and wants out of them in order to devise a plan and goals. While talking with customers, one should ask questions about their business, what they feel are its strengths and what its weaknesses are. If working in sales, finding out what a client is lacking in their business can help you find the correct solution which then can lead to a sale.Data Collection:

The study is based on the data collected through primary and secondary sources.Primary Data:Primary data is the data, which is collected through the actual field study & experiment, or data collected at the first time.There are three widely used methods of gathering primary data: Survey, Observation, & experimentation, and out of these the following were used. The choice of method will be influenced by the availability of Time, Money, Personnel and Facilities.Secondary Data:Several excellent sources of secondary data are readily available to marketing researcher. One such source of course, is the multitude of records and reports within the firm itself outside the firm. The major sources as follows.

Annual report of BAJAJ MOTORS and B.D. Autoworld,

Internet

Reference books & Magazine.Sampling Design:

The sampling design mainly consists of the sample taken for the study along with

the sample size, sample frame and sampling method.

Sample:

The customers residing in and around Bhiwandi were taken as the sample population.

Sample Size:

From the population, sample size of 100 customers was selected for the purpose of the study.

Research period:

The time for the project was limited to 60 days only, from this, 45 days was spent for the collection of data.Design of the study:

The chapter briefly describes the design of the study to explain the objectives, scope of the study, methodology, sampling, field work and finally the limitations of the study.

Customer Follow Up:

After delivering a product / service or presenting a process to your Customer, you should follow-up to see if their expectations have been met. This is not only good business practice; it also lets Customers know that you care about their business and that you want them to succeed, even beyond the sale. If they are not satisfied, then you should show ownership and follow company procedures in trying to fix any issues they may still have.DATA ANALYSIS AND INTERPRETATIONS

DATA ANALYSIS & INTERPRETATIONSData Preparation: Data preparation includes editing, coding, classification and tabulation process.Editing, classification, coding, and tabulation are the important stages in research.

Data Analysis:

Data analysis is after the sales service during the actual field work, by getting feedback for BAJAJ Auto products and if they are satisfied or not, about its product. And the after sales services of Prakash Auto Sales. And these are assessed by rating on the questionnaires by customers. QUESTIONNAIRE1) How would you rate the preference attached to the appearance (look) of the bike?Table no. 1PreferencesNo. of RespondentsPercentages

Very good 5050%

Good3030%

Fair2020%

Poor______

TOTAL100100%

Chart no. 1

Interpretation

The appearance of every vehicle is excellent of Bajaj Auto Ltd. near about 50% customers are very satisfied and 30% are satisfied of its appereance. And only 20% rate it as only fair.2) Are you satisfied with the clarity of information provided at the showroom?Table no. 2PreferencesNo. of RespondentsPercentage

Very Satisfied6060%

Satisfied3535%

Neither Satisfied Nor Dissatisfied55%

TOTAL100100%

Chart no. 2

Interpretation60% were found to be very satisfied.

35% were found to be satisfied and 5% were found to be neither satisfied nor dissatisfied.

3) Are you satisfied with the quality of information about the bike that you have selected?Table no. 3PreferencesNo. of RespondentsPercentage

Very Satisfied6565%

Satisfied3535%

TOTAL100100%

Chart no. 3

Interpretation While going through the response of respondents to the survey; it is found that customers are more satisfied with the quality of information transmitted about bikes. 65% of the customers were very satisfied and 35% were found to be satisfied.4) Are you satisfied with the Performance of the Vehicle after servicing?Table no. 4ParticularNo. of RespondentsPercentage

Very satisfied6666%

Satisfied2626%

Neither Satisfied Nor dissatisfied88%

TOTAL100100%

Chart no. 4

InterpretationMost of the customers are highly satisfied with the services which are provided at the time of servicing of the vehicle. 66% of the customers were very satisfied, 26% of the customers were satisfied & 8% of customers were neither satisfied nor dissatisfied.5) Are you satisfied with the Behaviour of staff at the showroom?Table no. 5ParticularNo. of RespondentsPercentage

Very Satisfied6060%

Satisfied3030%

Dissatisfied1010%

TOTAL100100%

Chart no. 5

Interpretation

The backbone of any organization are the internal customers i.e. people working in the organization and the external customers i.e. ultimate users contented with the services rendered by the sales force. 60% rated the behavior of staff as positive and pragmatic. Whereas, 30%of the respondents rated to be satisfied and 10% rated dissatisfied.6) How do you rate the quality of washing and polishing of your vehicle?Table no. 6ParticularNo. of RespondentsPercentage

Very Good5050%

Good3030%

Fair2020%

TOTAL100100%

Chart no. 6

Interpretation

50% of respondents have stated that the quality of services; related to washing & polishing can be rated as very good, whereas 30% respondents are rating good, However 20% said that they are average satisfied with time taken during washing and polishing.7) Were charges of service and repairs as per what you had estimated and the estimate that was provided to you?Table no. 7ParticularNo. of RespondentsPercentage

Almost as per estimate given2525%

More than estimate given7575%

TOTAL100100%

Chart no. 7

InterpretationMaximum customers feel that repair and labour charges are high as per their guestimate.

8) Are you happy with basic amenties such as Drinking water ,washrooms,temperature controlling systems, etc provided in this facility?

Table no. 8ParticularNo. of RespondentsPercentage

Yes 8080%

No 1515%

Not completely55%

TOTAL100100%

Chart no. 8

InterpretationMaximum people are satisfied with the basic amenities whereas other people are not satisfied. 9) Will you visit & recommend the service center at the showroom to your friends? Table no. 9ParticularNo. of RespondentsPercentage

Yes 8080%

No 2020%

TOTAL100100%

Chart no. 9

InterpretationMost of the people like to revisit and recommend company service center to others..

10) How do you rate the overall services of Prakash Auto Sales?Table no. 10ParticularNo. of RespondentsPercentage

Satisfied8585%

Dissatisfied 1515%

TOTAL100100%

Chart no. 10

Interpretation

85% of customer were found to be satisfied with the overall services of Prakash Auto Sales, 15% were found to be marginally dissatisfied.SUGGESTIONS AND RECOMMENDATIONS SUGGESTIONS AND RECOMMENDATIONSAfter studying the performance of Bajaj Auto Ltd. products at B.D. Autoworld the following points can be recommended:1) After sales service is an important aspect of any marketing transaction, for the smooth maintenance and repairs at low charges as well as quick access to spare parts and accessories at reasonable prices.

2) There is huge need of advertising in the local market for the direct customers.

3) It is more important to identify the customer expectation and meet them consistently. The customers were willing to share their experience of dealing with different manufacturers and their products and expressed their desire for improvements in vehicles and services.

4) The company needs to tap the export market more efficiently as there is a huge potential to make India as the world's two-wheelers production

base. For this, it needs to look for joint ventures abroad.

5) Understanding the customer needs and helping them to tide over difficult situation to buy offering support in terms of urgent delivery, complaints and shortage. This would enhance customer loyalty.

6) Arrange customer visits to the B.D. Autoworld and show them the facilities, and give them other technical information about the company, it is for the better view, for understanding the company strategy and it is the plus point to make companys image in customers mind.

7) The company should increase the interaction with customers as it plays a crucial role in customer satisfaction. Business integrity is most important for any organization, which should be guarded carefully.

CONCLUSIONSCONCLUSIONS OF THE PROJECTCONCLUSIONS:-

1. At least 60% customers of B.D. Autoworld are available in Bhiwandi.

2. About 64% customers are satisfied by the sales and after sales service.

3. BAJAJ Auto products are priced well in comparison with the products of the competitors.

4. Sales service and after sales service are good at the B.D. Autoworld.

5. BAJAJ Auto is a brand name that attracts more customers for B.D. Autoworld.

6. The main conclusion is that the actual market demand of Bajaj Auto Sales boosts the morale of B.D. Autoworld.

ANNEXURES

QUESTIONNAIRE

1) How would you rate the Preference attached appearance (Look) of the bike?a) Very good b) good c) fair d) poor2) Are you satisfied with the clarity of information provided at the showroom?a) Very Satisfied b) Satisfied c) Neither Satisfied nor Dissatisfied3) Are you satisfied with the quality of information about the bike that you have selected?a) Very Satisfied b) Satisfied4) Are you satisfied with Performance of the vehicle after servicing?a) Very Satisfied b) Satisfied c) Neither Satisfied nor Dissatisfied5) Are you satisfied with the behaviour of staff at the showroom?a) Very Satisfied b) Satisfied c) Neither Satisfied nor Dissatisfied6) How do you rate the quality of washing and polishing of your vehicle?

a) Very good b) good c) fair 7) Were charges of service and repairs as per what you had estimated and the estimate that was provided to you?

a) Almost as per estimate b) More than estimate8) Are you Happy with basic amenities such as drinking water, washroom, temperature controlling systems, etc, provided in this facility?a) Yes b) No c) No Completely9) Will you visit and recommend this service center at the showroom to your friends?a) Yes b) No10) How do you rate overall services of Prakash Auto sales?a) Very Satisfied b) Satisfied DATE : __________SIGNATURE : ___________LIST OF FIGURESS.NO.PAGE NO.

1Bajaj logo image9

2Bajaj bike image12

3Organizational chart11

4Bajaj platina image13

5Bajaj XCD 125 image14

6Bajaj discover 125 image15

7Bajaj discover 150 image16

8Bajaj pulsar 135 image17





13Customer satisfaction process image23

14Pie chart36

15Pie chart37

1Bar chart38

16Bar chart39

17Bar chart40

18Pie chart41

19Pie chart42

20Bar chart43

21Bar chart44

22Pie chart45

BIBLIOGRAPHY

BIBLIOGRAPHYA) MARKETING MANAGEMENT

[1] Philip Kotler, Marketing Management, Prentice Hall of India Pvt. Ltd, New Delhi, 2004

[2] S.A. Sherlekar, Marketing Management, Himalaya Publishing House Pvt.

Ltd, Mumbai, 2008

B) RESEARCH METHODOLOGY [3] C.R. Kothari Research Methodology, New Age International Pvt. Ltd,

New Delhi, 2004

Webliography [1] www.bajajauto.com

[2] www.auto.com [3] www.automobile.com

Other Sources [1] www.google.co.in

FINANCE

Cashier

Service Adviser

Accountant

TOP MANAGEMENT

MANAGING DIRECTOR

DIRECTOR

SALES

SPARES

Sales Executive

Service Manager

Store Keeper

Manager

Sales Manager

WORKSHOP

EMBED Excel.Chart.8 \s

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Very Satisfied66%

Satisfied26%

Neither Satisfied Nor dissatisfied8%

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Very Good50%

Good30%

Fair20%


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Yes80%

No20%


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Satisfied85%

Dissatisfied15%


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Yes80%

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Almost as per estimate35%

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Very Satisfied60%

Satisfied35%

Neither Satisfied Nor Dissatisfied5%


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