Project On Bajaj

CUSTOMER PERCEPTION OF BIJJAL BAJAJ AUTOMOBILES
CONTENTS
S.no PARTICULERS Page no
1 INDTRODUCTION OF THE STUDY 1-4
2 INDUSTRY PROFILE 5-15
3 COMPANY PROFILE 16-39
4 RESEARCH METHODOLOGY 40
5 DATA ANALYSIS & INTERPRETATION 41-60
6 FINDINGS,SUGGETION 61-62
7 QUESTIONNARE & CONCLUSION 65-69
8 BIBLIOGRAPHY 70
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Introduction to study
Project is under taken aims at measuring customer Perception of Bajaj PLATINA Bike at
Ilkal town.
Bajaj PLATINA Bike has been launched by Bajaj Company and there is a need measures
satisfaction level of Bajaj PLATINA Bike in Ilkal town.
The benefit of the study is to make the strategic decision about which are
characteristics and factors in service like price of the vehicle, cost, mileage delivery time,
attitudes of service provider, and cost of spares.
Considering all the above points examining whether the customers perception with
Bajaj PLATINA Bike if the performance matches the expectation the customers are satisfied if
the performance exceeds expectation the customers are is highly satisfied or delighted.
UTILITY OF THE PROJECT

The project was a learning experience to me in the marketing stream. Through this project I
was able to learn a lot of things and co-relate them to theory with the practice on the field,
following were some of the utilities to me from the project.
 Understanding of various attributes involved in case of a Two-Wheeler servicing and

their importance to the customers.
 Customer perception regarding post-sales services provide by authorized service

dealer.
 It helped me in getting practical exposure in the field of Services Marketing.
 It helped to understand what role Service plays when a customer purchases a Two-
wheeler.
 It will help to understand what role service plays when a customer purchases a Two-
Wheeler.
The Project will help the organization in the following ways
 Perception of the customer regarding Post-Sales services for the motorbike.
 To get the strong attributes of the Organization services and areas of improvement in
the service aspect.
[G F G C HUNGUND] Page 1
 The strategies that the organization can adopt to attract the customers.
 To know the customer awareness level of various schemes launched.
 The utility of various schemes launched and their customer appreciation.
The project is not only useful to the company but also the customers.
 Their opinions will help the company to tailor-make the services they desire at their
feasible price.
 To Provide them a better service in the way they would prefer.
 To express their opinion to the company through my Questionnaire.
TOPIC OF STUDY:
 Title of the Project: Customer Perception towards the Post-Sales Service provided by
BIJJAL BAJAJ Automobiles, ILKAL.
 Area of Study: Marketing
 Organization Name: BIJJAL BAJAJ Automobiles -Authorized dealer of BAJAJ

motorbikes in ILKAL.
OBJECTIVES OF THE STUDY
 To study various attributes customers prefer in a two-wheeler service.
 To analyze the extent of the customer satisfaction for a two wheeler

Service.
 To find out difference in perception of customers towards authorized

Service provider Vs unauthorized service providers in ILKAL city.
 To study the mindset of customers towards authorized services
Offered by BIJJAL BAJAJ Automobiles.
THEORETICAL BACKGROUND
The marketing is a process which starts with customer and ends with customer. The Customer has
become the main focus and all the marketing strategies revolve around him. Previously the
manufacture used to make a product and the self it to the customer without any importance to after
sales-service. But the market has totally changed know and based on the customer wants the services
are designed and provided and the best example for this is SAP.
In case of services industry also the scenario has totally changed. Till early 90’s companies did not
pay much attention to after sales service and they mainly concentrated only on the sale of the product.
But later after LPG(Liberalization Privatization Globalization) there was a vast change in Indian
economy as most of the foreign companies entered the Indian market and competition creped in and it
was Do or Die situation for the Indian companies. It was a tough task for the Indian companies to
compete with these global players. The Global players were more customer centric and believed that
service is the only way to keep in close proximity with customers. The Indian companies also began
to realize the importance of service industry contributes 52% to Indian economy according a latest
survey. The after sales service plays a vital role in the customer choice of the vehicle.
RATIONALE BEHIND THE CHOICE OF THE PROJECT
The Indian automotive industry consists of five segments: commercial vehicles; multi utility vehicle
& passenger cars; two-wheelers; three-wheelers; and tractors. With 9,822,963 units sold in the
domestic market and 8,53,591 units exported during the first nine months of FY 2007 (9MFY 2007),
the industry (excluding tractors) marked a growth of 26% over the corresponding previous. The two-
wheelers sales have witnessed a spectacular growth trend since the mid nineties.
The Two-wheeler market in India is growing at a rapid rate of 26%. India is the second largest two-
wheeler market in the world, today. Two-wheeler account 79% of the total automobile sales in India.
The three main product segments in the two-wheeler category, motorcycles dominate, largely because
when compared to scooters or mopeds, they are seen as objects of desire, in addition to utility. Out of
the nearly nine million two-wheeler sold annually in India today, 3.8 million are motorcycles.
Due to increase in the sales of the vehicle the need for after sales service has also become very
important. The after sales service is playing a main role in the choice of the vehicle. The various
customer satisfaction surveys carried out points that the customer awareness regarding servicing of
their vehicles has increased and customers perceive the after sales service as an important aspect.
The increasing focus towards post-sales customer satisfaction has made me choose this topic for my
MCP. Beside all this was an underlying interest in automobiles, which made me to choose this project.
INDUSTRY PROFIL
History of Two Wheeler Industry
India is the second largest manufacturer and producer of two wheelers in the world. It stands next
only to Japan and China in terms of the number of two wheelers produced and domestic sales
respectively. The distinction was achieved due to variety of reasons like respective policy followed by
Government of India towards the passenger car industry, rising demand for personal transport,
inefficiency in the public transportation system etc. Invention of Two-Wheelers
History can't be stored or categorized in a water tight compartment; neither can some things be
definitely told or strictly defined. In this section a general history of two-wheelers is being traced
without trying to venture into strict classification and differentiation. Around 1840 a Scotsman named
Kirpatrick Macmillan came up with an idea of a pedal driven bicycle, Macmillan a blacksmith by
profession got the idea when he was asked to repair a hobby horse. The first bicycle which its inventor
called velocipede slowly started catching the fancy of the people, as inquisitive minds started thinking
of faster ways of getting around the town.
Ind 1868 in France MIchaux-Perraux attached a small steam engine to a bicycle thus adding a little
more steam to the development. Around the same time across the Atlantic a similar steam propelled
machine was demonstrated by built by Sylvester Howard Roper of Roxbury, Massachusetts.
However the invention of the first motorcycle was done by the German inventors ottlieb Daimler and
Wilhelm Maybach in 1885. The first petroleum-powered vehicle, it was essentially a motorized
bicycle, although the inventors called their invention the Reitwagen ('riding car'). This engine was
prepared more for experimentation rather than for commercial purposes.
However as early as 1894 a motorcycle was available for commercial purposes. The bike named
Hildebrand and Wolfmuller was manufactured in a small scale few hundreds to be precise. These two
wheelers died a natural death due to high cost and technical difficulties.
Slowly the motorcycles were improved upon and soon they become faster, reliable and more fuel
efficient. For a separate history on the development of scooters check out origin of scooters
The History of Indian two Wheeler Industry
In 1955, the Indian government needed sturdy and reliable motorcycles for its Army and police to
patrol the rugged border highways. The first batch of 350cc Bullet from the Royal Enfield Company
of UK were receive and assembled at Chennai.
Bajaj Auto began trading in imported Vespa scooters and three wheelers. Finally in 1960, it set up a
shop to manufacture then in collaboration with Piaggio of Italy. The agreement expire
In the initial stages, the scooter segment was dominated by API,it was later overtaken by Bajaj Auto.
Although various government and private enterprise entered the fray for scooters, the only new player
that has lasted till today is LML.
Under the regulated regime, foreign companies were not allowed to operate in India. It was a
complete seller market with the waiting period for getting a scooter from Bajaj Auto being as high as
12 years
The motorcycles segment was no different, with only three manufactures viz Enfield, Ideal Jawa and
Escorts .While Enfield bullet was a four stroke bike,Jawa and the Rajdoot were two stroke bikes. The
motorcycle segment was initially dominated by Enfield 350 cc bikes and Escorts 175 cc bike.
The two wheeler market was opened to foreign competion in the mid -80s.And then the market
leaders Escorts and Enfield were caught unaware by the onslaught of the 100 cc bikes of the four Indo
–Japanese joint ventures.
With the availability of fuel –efficient low power bike, demand swelled, resulting in Hero Honda then
only producer for four stroke bikes (100 cc category ),gaining top slot.
The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and Hero Honda
brought in the first two stroke and four stroke engine motorcycles respectively. These two players
initially started with assembly of CKD kits, and later on progressed to indigenous manufacturing. In
the 90s the major growth of motorcycles segment was brought in Japanese motorcycles, which grew
at a rate of nearly 25% in the last five years.
The industry had a smooth ride in the 50s,60s and 70s when the government prohibited new entries
and strictly controlled capacity expansion. The industry saw a sudden growth in the 80s. The industry
witnessed a steady growth of 14% leading to peak volume of 1.9mn vehicles in 1990.
The entry of Kinetic Honda in mid –eighties with a variometric scooter helped in providing ease of
use to the scooter owners. This helped in inducing youngsters and working women towards buying
scooters, who were earlier inclined towards moped purchase. In the 90s ,this trend was reversed with
the introduction of Scooterette. In the line with this, the scooter segment has constiently lost its part of
the market share in the two wheeler market.
In 1990s, the entire automobile industry saw a drastic fall in demand. This resulted in a decline of
15% in 1991 and 8% in 1992,resulting in a production loss of 0.4 mn vehicles. Barring loss due to
increase rise in fuel prices, high input cost and reduced purchasing power due to significant rise in
general price level and credit crunch in consumer financing .factors like increased production in
1992,due to new entrants coupled with the recession in the industry resulted in companies either
reporting losses or fall in profits.
Segmental Classification and Characteristics
The three main products segments in the two wheeler category are scooters, motorcycles and mopeds.
However, in response to evolving demographics and various others factors, other sub segment
emerged, viz.scootrretess, gearless scooters, and 4 stroke scooters .While the first two emerged as a
response to demographics changes, the introduction of 4 stroke scooters has followed the imposition
of stringent pollution
Scooter Motorcycle Moped
Price*(Rs. A > 22,000 > 30,000 > 12,000
Stroke 2-stroke, 4-stroke Mainly 4-stroke 2-stroke

Engine Capacity (cc) 90-150 100, 125, > 125 50, 60
Ignition Kick/Electronic Kick/Electronic Kick/Electronic
Engine Power (bhp) 6.5-9 7-8 and above 2-3
Weight (kg) 90-100 > 100 60-70
Fuel Efficiency (kms per litre) 50-75 50-80+ 70-80
Load Carrying High Highest Low
The growth of production in Automobile industry in thousands
Category 2008- 2009- 2010- 2011- 2012- 2013- 2014-

09 10 11 12 13 14 15
Passenger
513 564 609 842 961 1,046 594
cars
Multi-utility
128 106 112 146 249 263 144
vehicles
Commercial Category
157 163 204 275 350 391 237
vehicles
(till Sept’06)
Two 2008-09 2009-10 2010-11 2011-12
3,759 4,271 5,076 5,625 6,527 7,600 4,155
wheelers 2013-14
2012-13 2014-15
Three
203 213 277 341 374 434 264
wheelers
Total 4,760 5,317 6,278 7,229 8,461 9,734 5,394
Passenger cars 23 50 71 126 161 170 98
Growth in
10.47 11.70 18.60 15.12 16.80 14.97 18.04
percentage
Multi-utility vehicles 4 3 1 3 6 5 3
Commercial vehicles 14 12 12 17 30 41 23
Two wheelers 111 104 180 265 367 513 332
Three wheelers 16 15 43 68 67 77 62
Total 168 185 307 479 620 806 519
Growth in per cent 20.24 9.74 65.35 55.98 31.25 28.03 27.43
Table 7.5: Automobile export

(Numbers in 000)
Source: Ministry of Heavy Industries & Public Enterprises (Department of Heavy Industries
TWO WHEELER Manufactures
The Major Two wheeler Manufactures of India are

 Bajaj Auto Ltd ( Bajaj Auto )
 TVS Motors Company LTD ( TVS )
 Honda Motors Ltd ( HHML )
 Yamaha Motors India Ltd ( Yamaha )
 Honda Motorcycles & Scooter India ( P ) Ltd ( HMSI )
 Royal Enfield Ltd ( REL )
 Kinetic Motor Company Ltd ( KMCL )
The Indian two wheeler industry is highly dominated by three players Bajaj Auto Ltd (Bajaj Auto),
HERO HONDA Motors Ltd ( HHML ) and TVS Motors Company ( TVS ) accounting for over 87 %
of sales in 2015.
Technology
Hitherto, technology transfer to the Indian two-wheeler industry took place mainly through: licensing
and technical collaboration (as in the case of Bajaj Auto and LML); and joint ventures (HHML). A
third form - that is, the 100% owned subsidiary route - found favour in the early 2000s. A case in
point is HMSI, a 100% subsidiary of Honda, Japan. Table 2 details the alliances of some major two-
wheeler manufacturers in India.
Besides the below mentioned technology alliances, Suzuki Motor Corporation has also followed the
strategy of joint ventures (SMC reportedly acquired equity stake in Integra Overseas Limited for
manufacturing and marketing Suzuki motorcycles in India).
Table 2
Technological tie-ups of Select Players
Nature of Alliance Company Product
Bajaj Auto Technological tie-up Kawasaki Heavy Industries Ltd, Japan Motorcycles
Technological tie-up Tokya R&D Co Ltd, Japan Two-wheelers
Technological tie-up Kubota Corp, Japan Diesel Engines
HHML Joint Venture Honda Motor Co, Japan Motorcycles
KEL Technological tie-up Hyosung Motors & Machinery Inc Motorcycles
KEL Tie up for manufacturing Italjet, Italy Scooters

and distribution
LML Technological tie-up Daelim Motor Co Ltd Motorcycles
Hero Motors Technological tie-up Aprilia of Italy Scooters
With the two-wheeler market, especially the motorcycle market, becoming extremely competitive and
the life cycle of products getting shorter, the ability to offer new models to meet fast changing
customer preferences has become imperative. In this context, the ability to deliver newer products
calls for sound technological backing and this has become one of the critical differentiating factor
among companies in the domestic market. Thus, the players have increased their focus on research
and development with some having indigenously developed new models as well as improved
technologies to cater to the domestic market. Further, with exports being one of the thrust areas for
some Indian two-wheeler companies, the Indian original equipment manufacturers (OEMs) have
realised the need to upgrade their technical capabilities. These relate to three main areas: fuel
economy, environmental compliance, and performance. In India, because of the cost-sensitive nature
of the market, fuel efficiency had been an interest area for manufacturers.
It is not only that the OEMs are increasing their focus on in-house R&D, they also provide support to
the vendors to upgrade the technology and also assist them striking technological alliances.
MAJOR COMPETITATORS AND THEIR PRODUCTS
Hero Honda Motors

In 1984, Hero Honda started as a Hero Cycles Of India and Honda Motors Company Limited of Japan. Hero
Honda has the unique distinction of being awarded the Bike maker of the Year award for 3 consecutive
years by Overdrive magazine .
Hero Honda is the clear market winner in the two-wheeler segment and boasts of more than 5 million customers.
Located at Dharuhera and Gurgaon in Haryana, Hero Honda Motors Limited has over 1500 sales outlets all over
India.
HERO HONDA MOTORCYCLES

MODEL CAPACITY
Hero Honda Achiever 149.1 CC
Hero Honda CBZ 156 CC
Hero Honda CD Dawn 97.2 CC
Hero Honda CD Deluxe 97.2 CC
Hero Honda CD 100 97.2 CC

Hero Honda CD 100 SS 97.2 CC
Hero Honda Glamour

124.7CC
124.8 CC
 Glamour
 Glamour - FI
Hero Honda Karizma 223 CC
Hero Honda Passion Plus 97.2 CC
Hero Honda Sleek 97.2 CC
Hero Honda Splendor 97.2CC
Splendor +
124.7 CC
Super Splendor
Suzuki Motor Corporation
Suzuki Motor Corporation has a wholly owned subsidiary in India-Suzuki Motorcycle India Private
Limited. The Indian subsidiary employs about 650 people including the contract workers. Suzuki
Motorcycle is a manufacturer of two-wheelers and has manufacturing facility at Gurgaon, Haryana.
The company started its manufacturing operations in February, 2006.
SUZUKI MOTORCYCLES
MODEL CAPACITY
Suzuki Heat 125 CC
Suzuki Zeus 125 CC
Kinetic Motor Company Ltd.

Kinetic Motor Company Limited was incorporated in 1984 as a joint venture with Honda Motor,
Japan and is a part of the Kinetic group of companies. The company has a state of the art
manufacturing facility at Pithampur, near Indore, Madhya Pradesh and has a strong network of over
400 dealers and authorized service centers. Kinetic Motor is ISO 9001 certified from DNV for all
models and activities. USA, Canada, Latin America, Europe, Africa, Middle East and South Asia are
the main export markets for the Kinetic Motor automobiles.
KINETIC MOTORCYCLES
MODEL CAPACITY
Kinetic Aquila 249 CC
Kinetic Boss 97.2 CC
 Boss
 Boss 115
Kinetic Challenger 97.2 CC

Kinetic Comet 250 CC
Kinetic GF
166 CC
 GF Laser 166 CC
125 CC
 GF 170
 GF 125
Kinetic Stryker 97.2 CC

Kinetic Velocity 115 CC
Bajaj Auto Ltd.
Bajaj Auto Limited is one of the pioneering companies in the two wheeler industry. Bajaj Auto has a
vast network of about 1500 service centers and 500 dealers all over India. It has 3 manufacturing
plants located at Akurdi, Waluj and Chakan in Maharashtra. The company's technology partner is
Kawasaki Heavy Industries, Japan. The company exports to ASEAN region, South America and
Africa.
BAJAJ MOTORCYCLES
MODEL CAPACITY
Bajaj Avenger 180 CC
Bajaj CT 100 99.27 CC
Bajaj Discover
111.63 CC
124.52 CC
 Bajaj Discover
 Bajaj Discover DTSi
Bajaj Kawasaki Caliber 111.6 CC
Bajaj Kawasaki Boxer 111.6 CC
Bajaj KB 125 123 CC
Bajaj 4S Champion 99.35 CC
Bajaj Platina 99.27 CC
Bajaj Pulsar DTSi
 Pulsar 180 DTS-i UG 180 CC

150 CC
 Pulsar 150 DTS-i UG 220CC
135CC
200CC
 Pulsar 220 DTS-i UG
Bajaj Wind 125 124.6 CC
COMPANY PROFILE
BIJJAL BAJAJ
Opp SVM College, Bus stand Road
ILKAL 587 125
BIJJAL BAJAJ is an authorized service dealer of Bajaj company ltd for the marketing spares services,
repairs of bajaj vehicals
BIJJAL BAJAJ commenced operation from 4 th April 2003 at Ilkal with a goal to sell
Bajaj vehicals and Bajaj genuine parts and to provide top quality after sales services to their
customers.
BIJJAL BAJAJ at Ilkal has a 1500 sqm area plant opposite to SVM college bus stand
road with spares department and state of the art workship. Having record of selling around
2000 bajaj vehicles in very short period of time this shows important role of dealer in selling vehicles
and dedication of all members of BIJJAL BAJAJ. Now BIJJAL BAJAJ MOTORS ILKAL is acting as
the biggest showroom with good infrastructure in Ilkal city.
The different bikes available under BIJJAL BAJAJ are:
AVENGER
PULSAR 150 DTS-I
DISCOVER DTS-I
DISCOVER JADOO
PULSAR 220
MANAGEMENT PROFILE
Managing director: Shri Raghvendra Bijjal
Executive director: Shri.Ashok Bijjal
Director : Arvind Badadale
Director : Amit Hattarki
Office staff
Sales Executives: Amit Tanji
Irappa Magdum
Yogesh
Pdi Incharge: Faizal Kanakgiri
Work shop manager: Sanjeev Hulkund
Accounts manager: Mahantesh Madalgi
Cashier: Umesh Khadabadi
Receptionist: Sunita belgaumkar.
ORGANIZATION STRUCTURE OF BIJJAL BAJAJ ILKAL
Managing Director
Executive Director
Sales Manager Finance Manager Service Manager
Supervisor
Sales Executives Assistants PDI Dept Manager
Spares Manager Supervisor Workers
Assistants Technicians
BAJAJ CO. LTD PROFILE
BAJAJ - "Distinctly Ahead"
On 23 January 2015, we celebrate the 100th Birth Anniversary of Shri Kamalnayan Bajaj, the founder
of Bajaj Auto besides other companies.
Shri Kamalnayan Bajaj had the privilege of being guided by three great souls - his father Shri
Jamnalal Bajaj, mentor Mahatma Gandhi and guru Shri Vinoba Bhave. This resulted in his lifelong
active involvement in philanthropy and support to various causes in fields of education, medical care,
and famine and flood relief.
He was also a politician with a conscience and an independent and original thinker. He fought against
the shackles of the British Raj and post-independence was an active parliamentarian for 3 terms.
Simultaneously he also built a business empire. He fuelled the industrialization of free India and her
quest for self-reliance. With foresight and a spirit of enterprise he vastly expanded the business
interests of the group and planted the seeds of many of the Bajaj companies which flower today. The
Bajaj Group expanded into Automobiles, Steel, Engineering, and Electricals under his stewardship.
In every sense of the term he was the Architect of the Bajaj Group. His ethics and philanthropy are
what define the Bajaj group and continue to guide us in our businesses.
COMPANY FLASHBACK
The Bajaj Group is amongst the top 10 business houses in India. Its footprint stretches over a wide
range of industries, spanning automobiles (two-wheelers and three-wheelers), home appliances,
lighting, iron and steel, insurance, travel and finance. The group's flagship company, Bajaj Auto, is
ranked as the world's fourth largest two- and three- wheeler manufacturer and the Bajaj brand is well-
known across several countries in Latin America, Africa, Middle East, South and South East Asia.
Founded in 1926, at the height of India's movement for independence from the British, the group has
an illustrious history. The integrity, dedication, resourcefulness and determination to succeed which
are characteristic of the group today, are often traced back to its birth during those days of relentless
devotion to a common cause. Jamnalal Bajaj, founder of the group, was a close confidant and disciple
of Mahatma Gandhi. In fact, Gandhiji had adopted him as his son. This close relationship and his deep
involvement in the independence movement did not leave Jamnalal Bajaj with much time to spend on
his newly launched business venture. We are celebrating 125th Birth anniversary of Shri. Jamnalal
Bajaj on 4th of November 2014.
His son, Kamalnayan Bajaj, then 27, took over the reigns of business in 1942. He too was close to
Gandhiji and it was only after Independence in 1947, that he was able to give his full attention to the
business. Kamalnayan Bajaj not only consolidated the group, but also diversified into various
manufacturing activities. The present Chairman of the group, Rahul Bajaj, took charge of the business
in 1965. Under his leadership, the turnover of the Bajaj Auto the flagship company has gone up from
INR.72 million to INR. 120 billion, its product portfolio has expanded and the brand has found a
global market. He is one of India’s most distinguished business leaders and internationally respected
for his business acumen and entrepreneurial spirit.
COMPANY PROFILE :
Bajaj MOTORS Ltd. is the largest exporter of two and three wheelers. With Kawasaki Heavy
Industries of Japan, Bajaj manufactures state-of-the-art range of two-wheelers. The brand, Pulsar is
continually dominating the Indian motorcycle market in the premium segment. Its Discover DTS I is
also a successful bike on Indian roads.
Profile:
Founder Jamnalal Bajaj

Year of Establishment 1926
Industry MOTORS motive - Two & Three Wheelers

Business Group The Bajaj Group
Listings & its codes BSE - Code: 500490; NSE - Code: BAJAJMOTORS
Presence Distribution network covers 50 countries.
Dominant presence in Sri Lanka, Bangladesh, Columbia,
Guatemala, Peru, Egypt, Iran and Indonesia.

Joint Venture Kawasaki Heavy Industries of Japan
Registered & Head Office Akurdi Pune - 411035
India
Tel.: +(91)-(20)-27472851
Fax: +(91)-(20)-27473398
Works Akurdi, Pune 411035
Bajaj Nagar, Waluj Aurangabad 431136
Chakan Industrial Area, Chakan, Pune 411501

E-mail [email protected]
Website www.bajajMOTORS.com
Management profile:
Rahul Bajaj Chairman

Madhur Bajaj Vice Chairman
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
Ranjit Gupta Vice President (Insurance)
C P Tripathi Vice President (Operations)
N H Hingorani Vice President (Materials)
Kevin P D'sa Vice President (Finance)
Pradeep Shrivastava Vice President (Engineering)
S Sridhar Vice President (Mktg & Sales - 2Wh.)
V S Raghavan Vice President (Corporate Finance)
S Ravikumar Vice President (Business Development)
K Srinivas Vice President (Human Resources)
Abraham Joseph General Manager (Research & Development)
J. Sridhar Company Secretary
Board of directors:
Board of Directors
Rahul Bajaj Chairman
Madhur Bajaj Vice Chairman & Whole-Time Director
Rajiv Bajaj Managing Director
Sanjiv Bajaj Executive Director
D.S. Mehta Whole-Time Director
Kantikumar R. Podar Director
Shekhar Bajaj Director
D.J. Balaji Rao Director
Shareholders’
J.N. Godrej & Investors’ Grievance
Director committee
D.J.
S.H. Balaji
Khan Rao Chairman
Director
J.N. Godrej
Mrs. Suman Kirloskar Director
Naresh
Naresh Chandra
Chandra Director
S. H. Khan
Nanoo Pamnani Director
Manish Kejriwal Director
P Murari Director
Niraj Bajaj Director
Committees of the Board
Audit Committee
S.H. Khan Chairman
D.J. Balaji Rao
J.N. Godrej
Naresh Chandra
Nanoo Pamnani
Group of companies:
Bajaj MOTORS Ltd. Mukand International Ltd.

Mukand Ltd. Mukand Engineers Ltd.
Bajaj Electricals Ltd. Mukand Global Finance Ltd.
Bajaj Hindustan Ltd. Bachhraj Factories Pvt. Ltd.
Maharashtra Scooters Ltd. Bajaj Consumer Care Ltd.
Bajaj MOTORS Finance Ltd. Bajaj MOTORS Holdings Ltd.
Hercules Hoists Ltd. Jamnalal Sons Pvt. Ltd.
Bajaj Sevashram ILKAL. Bachhraj & Company Pvt. Ltd.
Hind Lamps Ltd. Jeevan Ltd.
Bajaj Ventures Ltd. The Hindustan Housing Co Ltd.
Bajaj International ILKAL. Baroda Industries ILKAL.
Hind Musafir Agency ILKAL. Stainless India Ltd.
Bajaj Allianz General Insurance Company Bombay Forgings Ltd.
Ltd.
Bajaj Allianz Life Insurance Company Ltd. -
Milestones:
200 200 cc Pulsar DTS-i launched
7 Bajaj Kristal DTS-i launched

200 Bajaj Platina launched
6
200 Bajaj Discover launched
5 Bajaj Avenger DTS-i launched
Bajaj Wave DTS-i launched

200 Bajaj Discover DTS-i launched
4 New Bajaj Chetak 4 stroke with Wonder Gear launched
Bajaj CT100 Launched
Bajaj unveils new brand identity, dons new symbol, logo and brandline
200 Pulsar DTS-i is launched.
3 107,115 Motorcycles sold in a month.
Bajaj Wind 125,The World Bike, is launched in India.
Bajaj MOTORS launched its Caliber115 "Hoodibabaa!" in the executive motorcycle
segment.
200 Bajaj MOTORS launches its latest offering in the premium bike segment ‘Pulsar’.
1 The Eliminator is launched.

200 The Bajaj Saffire is introduced.
0
199 Caliber motorcycle notches up 100,000 sales in record time of 12 months.
9 Production commences at Chakan plant.

199 Kawasaki Bajaj Caliber rolls out of Waluj.
8 Legend, India’s first four-stroke scooter rolls out of Akurdi.
Spirit launched.
199 The Kawasaki Bajaj Boxer and the RE diesel MOTORSrickshaw are introduced.
7
199 Bajaj MOTORS is 50.
5 Agreements signed 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 celebrates its ten millionth vehicle.
One million vehicles were produced and sold in this financial year.
199 The Bajaj Classic is introduced
4
199 The Kawasaki Bajaj 4S Champion is introduced.
1
199 The Bajaj Sunny is introduced.
0
198 The Bajaj M-80 and the Kawasaki Bajaj KB100 motorcycles are introduced.
6 500,000 vehicles produced and sold in a single financial year.

198 The Waluj plant inaugurated by the erstwhile President of India, Shri Giani Zail Singh.
5 Production commences at Waluj, Aurangabad in a record time of 16 months.

198 Foundation stone laid for the new Plant at Waluj, Aurangabad.
4
198 The Bajaj M-50 is introduced.
1
197 The Rear Engine MOTORSrickshaw is introduced.
7 Bajaj MOTORS achieves production and sales of 100,000 vehicles in a single financial year
197 The Bajaj Super is introduced.
6
197 BAL & Maharashtra Scooters Ltd. joint venture.
5
197 The Bajaj Chetak is introduced.
2
197 The three-wheeler goods carrier is introduced.
1
197 Bajaj MOTORS rolls out its 100,000th vehicle.
0
196 Bajaj MOTORS becomes a public limited company. Bhoomi Poojan of Akurdi Plant.
0
195 Bajaj MOTORS obtains licence from the Government of India to manufacture two- and
9 three-wheelers.
194 Sales in India commence by importing two- and three-wheelers.
8
194 Bajaj MOTORS comes into existence as M/s Bachraj Trading Corporation Private Limited.
Awards:
Product Award Year By

Bajaj Pulsar DTS-Fi - Bike of the Year 2007 CNBC-TV18 MOTORScar MOTORS
Awards
Bajaj Platina 100cc - Bike of the Year 2007 NDTV Profit Bike India
Mr. Rajiv Bajaj - Man of the year 2005 2005 MOTORScar Professional
Mr. Rajiv Bajaj - MOTORSmotive Man of 2005 Bike India & NDTV India
the year 2005

Bajaj CT 100 - Motorcycle Total Customer 2005 TNS MOTORSmotive
Satisfaction Study 2005

Bajaj Discover DTS-i - Bike of the Year 2005 OVERDRIVE Awards 2005
Bajaj Discover DTS-i - Indigenous Design of 2005 OVERDRIVE Awards 2005
the Year 2005
BAJAJ MOTORS - Bike Maker of the Year 2004 ICICI Bank OVERDRIVE Awards
DTS-i Technology - MOTORS Tech of the 2004 ICICI Bank OVERDRIVE Awards
Year 2004
Bajaj Pulsar DTS-i Bike of the Year 2004 ICICI Bank OVERDRIVE Awards
Wind 125 Two Wheeler of the Year 2004 CNBC MOTORSCAR Awards 2004
Wind 125 Bike of the Year 2004 2004 Business Standard Motoring
Bajaj Pulsar 180 DTS-i BBC World Wheels 2003 BBC World Wheels Award 2003
Viewers Choice Two Wheeler of Year 2003

Award for Best Two Wheeler between Rs
55,000 to Rs 70,000
Award for Best Two Wheeler between Rs
45,000 to Rs 55,000
Bajaj Boxer AT KTEC BBC World Wheels 2003 BBC World Wheels Award 2003
Award for Best Two Wheeler under Rs
30,000
Bajaj Pulsar - Motorcycle Total Customer 2003 NFO MOTORSmotive
Satisfaction Study
Bajaj Pulsar - Bike of the year 2003 ICICI Bank OVERDRIVE Awards 2003
Bajaj Pulsar - Most exciting bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Bike of the year 2002 OVERDRIVE Awards
Bajaj Eliminator - Most exciting bike of the 2001 OVERDRIVE Awards
year
Award Year By
Chakan Plant Super Platinum Award for Manufacturing 2006- Frost and Sullivan
Excellence 07
Chakan & Waluj Plants Audit Passed for TPM 2006- TPM
Excellence Award 07
Bikemaker of the Year 2006- Overdrive Awards
07
Bike Manufacturer of the Year 2007 2006- NDTV Profit Bike India
07
All India Trophy for Highest Exporter 1998- EEPC
99
Focus LAC Award for Outstanding Performance 1998- India Trade Promotion
99 Organisation
Export Excellence 1998- EEPC
99
Certificate of Merit 1998- India Trade Promotion
99 Organisation
Award for Export Excellence 1997- EEPC
98
Export Excellence 1997- MCCIIA
98
All India Trophy for Highest Exporter 1997- EEPC
98
Top Exporter Shield - Western Region 1996- EEPC
97
Export Excellence 1996- MCCIA
97
Regional Top Exporter - Large Scale Manufacturer 1995- EEPC
96
Highest Export Performance 1995- EEPC
96
Outstanding Export Performance 1995- Government of India,
96 Ministry of Commerce
Export Excellence Award 1995- MCCIA
96
Top Exporter Shield - Western Region 1995- EEPC
96
Certificate of Merit 1995- Government of India,
95
Regional Top Exporter - Large Scale Manufacturer 1994- EEPC
95
All India Special Shield - Consumer Durables Exporter 1994- EEPC
95
National Export award for Outstanding Performance 1994- Government of India,
Western Region Top Export Award 1994- EEPC
95
All India Special Shield - Consumer Durables 1994- EEPC
95
Regional Special Shield - Capital Goods Category 1993- EEPC
94
94
Capital Goods Export 1992- EEPC
93
Regional Special Shield - Capital Goods Category 1990- EEPC
91
Certificate of Export Excellence 1986- EEPC
87
Certificate of Export Recognition 1980- EEPC
81
80
80
Certificate of Merit 1978- Government of India,
79
78
78
Export Promotion 1976 FICCI
Golden Jubilee Export Year Award 1976 FICCI
Export Excellence 1975- EEPC
76
Safety Award Year By

Meritorious Performance in Industrial 2001 National Safety Council
Safety
for three consecutive years

Certificate of Excellence 2001 National Safety Council
Achieving Lowest Average Frequency 2001 National Safety Award
Rate
Rate
Safety

Achieving Longest Accident-free Period 1999 National Safety Council
under Heavy Engineering Industries
Group
Safety

Achieving Longest Accident-free Period 1998 Council of Industrial Safety
Group
Rate
Safety

Achieving Lowest Frequency Rate 1997 Council of Industrial Safety
Group
Achieving Longest Accident-free Period 1997 Council of Industrial Safety
Group
Longest Accident-free Period 1992 Council of Industries, Mumbai
Best Safety Performance 1989 CII
Longest Accident-free Period 1987 National Safety Council
Departments
Sales department:
This department of the sales manager under whom are sales executives. The sale executives
are the people who help the customers to provide the necessary information regarding their product.
They are the key people who convince the customers to buy their product. This department is
responsible for the sales of their product.
Spares Department:
Spares department consist of a manager who looks after all the transaction carried out in the
spare department. This department holds the spares of the bajaj bikes. Under the manager they are
employees who are responsible for the carrying out the sales of the spares and maintaining the records
of the transactions.
Accounts department:
This department also consists of manager under whom there are other accountants working.
This department is responsible for maintaining the financial transactions carried out within the
organization. Maintaining the financial transactions, during the duay are to be recorded by the
accounts department.
Pre-delivery inspection:
This department consists of a PDI in charge under whom there are technician working. The
department is the responsible for checking the bike and making it ready before the delivery is made.
Work station:
This department is responsible for the maintenance and servicing of the bikes. In this
department there is a service manager, under whom are supervisors or service advisors. Under the
supervisor are the technician who service the bikes that have come for servicing.
There are the departments within the organization who have to report to the ex-director of the
organization.
Sub dealers:
Raj MOTORS Hunagund

CJT MOTORS Ameengad
Bharat MOTORSmobiles Kushtagi
Vijay MOTORSs Mudagal
Pooja motors Hanamasagar
Renuka motors Gajendargad
Ravi MOTORS Almatti
Finance :
SAGAR LEASEFIN
BAFL
ICICI
HDFC
Sales of the bajaj vehicles at BIJJAL ILKAL during the 2015-2016
Month Apr May June July Aug Sep Oct Nov Dec Jan Feb Mar Apr May June
2015 2015 2015 2015 2015 2015 2015 2015 2015 2016 2016 2016 2016 2016 2016
Sales 215 137 138 124 175 144 208 284 147 193 294 302 238 222 205
This show the great performance of BIJJAL ILKAL. It has sold more than 100 vehicles 4-5 times. So
managing director of Bajaj company Rajeev bajaj visited showroom on 11 th march 2006 which is first
anniversary of BIJJAL BAJAJ ILKAL. Rajeev bajaj was very happy by the performance of this
dealer. So dealer plays very important role in the success of any company.
Products
RESEARCH METHEDOLOGY
Sampling Design
Steps
1. Define the Population

2. Specify sampling Frame
3. Specify sampling unit
4. Specify Sampling Method
5. Determine sampling size
6. Specify sampling plan
7. select the sample
1. Define the Population:
Element- Owners of BAJAJ two-wheeler in ILKAL.
Sampling Unit- Customers who own BAJAJ motorbike.
Extent- ILKAL territory
2. Specify the sampling frame:
Vehicle owners list from BIJJAL BAJAJ Automobiles , ( Dealer of BAJAJ in ILKAL), Education
institutions, Offices etc.
3. Specify sampling unit/ Element:
Customers who own BAJAJ bike in ILKAL City.
4.Specify sampling method :
Non-Probability Convenient Sampling
1. Determine Sampling size :
BIJJAL BAJAJ Automobiles Servicing Customers:
Total Sample size:
DATA ANALYSIS & INTERPRITATION
Methodology adopted:
Sources of data
Data are facts, figures and other relevant materials, past and present, serving as bases for study and
analysis. The data serves as the basis for analysis without an analysis of factual data no specific
inferences can be drawn on the questions under study. Inferences based on imagination or guesswork
cannot provide correct answers to the research questions, the relevance, adequacy and reliability of
data determine the quality of the findings of a study. For the purpose of present study, data from
two sources have been collected namely primary and secondary data.
Primary data
Primary data are the data that are collected to help solve a problem or taken advantage of an
opportunity on which decision must be taken. The main method of collecting primary data is survey
method, there are different types of survey techniques for example personal interview, mail survey,
Internet survey and telephone survey.
Primary data is first hand information that has been collected by the researcher from the respondents
of ILKAL city through personal interview method with the help of questionnaire. Analysis,
interpretation, summary of findings, conclusions and recommendations are completely based on
primary data.
Secondary data
Secondary data are data that were developed for some purpose other then helping to solve the problem
at hand. After identifying and defining the research problem and determining specific information
required solving the problem, the researchers task is to look for the type and sources of data, which
may yield the desired results.
Secondary data in this research references made by the researcher with the other published sources.
The present research will not be complete without the complete reference to the relevant secondary
data.
The sources of secondary data including the following
 Internet
www.India automobile.com
www.bajajauto.com
www.Tvs motors.com
www.Hero Honda motors .com
www.indiabike.com
www.acma.com
 Newspaper : Business line, Business Standard, Times of India.
 Magazines-
Auto India, Overdrive, Hot Wheels.
1. Q1. Which is the BAJAJ bike You own?
PARTICULARS FREQUENCY PERCENTAGE

New Discover 125 25 31.3
Bajaj Pulsar 150 8 10
Bajaj V 7 8.8
Bajaj Avenger 220 Street 17 21.3
Pulsar 220 10 12.5
Pulsar 180 3 3.8
New Discover 150S 6 7.5
Ninja 300 1 1.3
Avenger Cruise 220 Gold 3 3.8
TOTAL 80 100
Chart Title
35
30
25
20
PERCENTAGE
15
10
5
0
OR TY AR P+ PE
P
16
0 TY H E
CE
L
CT CI ST PE OO AC EX
I
AR TY TY TR C
SV ST OO ER
S AP TV
S
TV COO SC H
S AC
AP
PARTICULARS
Interpretation:
Among the 80 responded surveyed I found that 25 customers are have New Discover 125 that
shows 31% respondents preferred as there Bike. Bajaj Avenger 220 Street & Pulsar 220 21%
and 12.5% customer having the two wheeler. That shows most of the customers prefer Discover,
Avenger & Pulsar bike as there Two Wheeler.
2. How frequently you get your bike Serviced? Once in

2 MONTHS 26 32.5
3-4 MONTHS 30 37.5
5-6MONTHS 20 25
6-8MONTHS 3 3.8
9-11MONTHS 1 1.3
TOTAL 80 100
Chart Title
40
35
30
PERCENTAGE
25
20
15
10
5
0
2 MONTHS 3-4 MONTHS 5-6MONTHS 6-8MONTHS 9-11MONTHS
PARTICULARS
Interpretation:
Out of the 80 respondents surveyed
37% i.e. 30 got their vehicle serviced once in 3-4 months
32% i.e. 26 got their vehicle serviced once in 2 months
25% i.e. 20 got their vehicle serviced once in 5-6 months
By this survey found that most of the people prefer service after 3-4 months. there are 25%
people who prefer service every 5-6 months company may convert them to turn as 3-4 month
customers.
3. Rank your priorities in case of servicing of your bike? (Rank 1 for topmost
Priority, 2 for next and so on)

PRICING 5 6.3
LOCATION OF SERVICE CENTER 20 25
PROBLEM RACTIFICATION 27 33.8
ON TIME DELIVERY 15 18.8
CLEANLINESS OF SERVICE CENTER 9 11.3
OTHERS 4 5
TOTAL 80 100
Chart Title
40
35
30
25
20
PERCENTAGE
15
10
5
0
IN
G
TE
R N
ER
Y
TE
R RS
IC EN TIO LIV EN HE
PR C FICA E C OT
E I D E
VI
C CT E VI
C
SER RA TIM SER
OF LE
M ON F
N OB SO
IO R NES
AT P I
C NL
LO EA
CL
PARTICULARS
Interpretation:
27 of them gave problem rectification as 1st Priority this show that customer of BIJJAL BAJAJ
Automobiles give more preference to problem rectification so company have to concentrate on
problem rectification. Location of service center and on time delivery are equally important
company must give preference to on time delivery it will help them to gain customer or maintain
customers.
4. Was the problem of your vehicle rectified to your satisfaction during the last Servicing?

FULLY RACTIFIED 55 68.8
PARTLY RACTIFIED 21 26.3
NOT RACTIFIED 4 5
TOTAL 80 100
Chart Title
70
60
50
PERCENTAGE
40
30
20
10
0
HIGH PRICED MODERATELY HIGH ECONOMICALLY PRICED
PARTICULARS
Interpretation:
Out the 80 respondents surveyed
69% respondent’s vehicle problems were fully rectified.
26% respondent’s vehicle problems were partly rectified.
5% respondent’s vehicle problems were not rectified.
Conclusion
Most respondents problem were fully Rectified but still there is Scope for improvement.
5. Your opinion regarding pricing of services by BIJJAL BAJAJ Automobiles?

HIGH PRICED 22 27.5
MODERATELY HIGH 50 62.5
ECONOMICALLY PRICED 8 10
TOTAL 80 100
Chart Title
70
60
50
PERCENTAGE
40
30
20
10
0
HIGH PRICED MODERATELY HIGH ECONOMICALLY PRICED
PARTICULARS
Interpretation:
Out of 80 respondents surveyed
62% of respondents feel that pricing of service is moderate
27% of respondents feel that pricing of service as high
10% of respondents feel that pricing of service is economical
Most of the respondents felt the pricing to be moderate but a certain number of respondents feel
it to be highly priced.
6. Your opinion about the organization picking up your vehicle for servicing on a Phone call?

I LIKE IT I AM USING IT 26 32.5
I DID NOT KNOW ABOUT IT 36 45
DON'T KNOW ABOUT AND DON'T PREFER 11 13.8
I KNOW BUT DON'T PREFER 7 8.8
TOTAL 80 100
Chart Title
50
45
40
PERCENTAGE
35
30
25
20
15
10
5
0
EXCELLENT VERY GOOD GOOD AVERAGE
PARTICULARS
Interpretation:
45% said they would go for the pick-up service if detail were given
32% said they are using the service
14% said they don’t know about this and would not use it if even detail were given
9% said they knew about this service and would not prefer.
Most respondents would go for service if details were given and hence communication should
improve regarding the services
7. Was the servicing/repair done in the bike explained to you at the time of Delivery?

YES 69 86.3
NO 11 13.8
TOTAL 80 100
Chart Title
100
90
80
70
PERCENTAGE 60
50 YES
40 NO
30
20
10
0
1 2
PARTICULARS
Interpretation:
86% were explained about the repair/ servicing carried out
14% were not explained about the repair/ servicing carried out
Most of the respondents were explained about the repair/ service carried out but still there is
scope for improvement.
7B If YES, how did you feel about the service carried out?
I LIKED IT VERY MUCH 48 60
I DID'NT FEEL THE DIFFERENCE 23 28.8
I DID NOT FEEL SATISFIED 5 6.3
I DID NOT FEEL IT WORTHWHILE 4 5
TOTAL 80 100
Chart Title
50
45
PERCENTAGE 40
35
30
25
20
15
10
5
0
PARTICULARS
Interpretation:
60% liked about the repair explanation
29% did not feel the difference
6% were not satisfied
5% felt it was not worthwhile
Most of the respondents liked the service explanation and still there is scope for improvement.
Company also give preference to other 40% customer and try to convert them to feel as its
worth while.
8 Are you aware of any BAJAJ promotional activity?

YES 63 78.8
NO 17 21.3
TOTAL 80 100
Chart Title
90
80
70
PERCENTAGE
60
50 YES
40 NO
30
20
10
0
1 2
PARTICULARS
Interpretation:
79% are aware of BAJAJ promotional activities
21% are not aware of BAJAJ promotional activities.
Most of the respondents are aware BAJAJ promotional activities. Still there are respondents
who don’t know about these activities company have to concentrate on these customers.
9. If YES, do you think such a scheme will work in service aspect?

YES 67 83.8
NO 13 16.3
TOTAL 80 100
Chart Title
90
80
PERCENTAGE 70
60
50 YES
40 NO
30
20
10
0
1 2
PARTICULARS
Interpretation:
Out of respondents surveyed
84% felt that the such scheme will work
16% felt that scheme will not work
Most of the respondents felt that such scheme will work so company must offers such scheme in
future also and such scheme should be encouraged
10.A Please tick the attribute you feel appropriate in case of BIJJAL BAJAJ Automobiles in the
process of servicing your vehicle.( Service station Ambience)
PARTICULAR PERCENTAG
S FREQUENCY E
EXCELLENT 8 10
VERY GOOD 30 37.5
GOOD 40 50
AVERAGE 2 2.5
TOTAL 80 100
Chart Title
50
45
40
PERCENTAGE
35
30
25
20
15
10
5
0
PARTICULARS
Interpretation:
Out of 80 respondents surveyed
52% of respondents felt the service station ambience as Very Good
35% of respondents felt that service station ambience as Good
11% of respondents felt that service station ambience as Excellent
1% of respondents felt the service station ambience as Average
Most of the respondents felt the service station ambience is Very Good
10.B Please tick the attribute you feel appropriate in case of BIJJAL BAJAJ Automobiles In the
process of servicing your vehicle. (Water Wash and Polish)

EXCELLENT 8 10
VERY GOOD 30 37.5
GOOD 40 50
AVERAGE 2 2.5
TOTAL 80 100
Chart Title
70
60
PERCENTAGE 50
40
30
20
10
0
PARTICULARS
Interpretation:
50% of respondents felt the Water Wash service Good
38% of respondents felt the Water Wash service Very Good
10% of respondents felt the Water Wash service Excellent
3% of respondents felt the Water Wash service Average
Most of the respondents liked the Water Wash Service.
10.C. Please tick the attribute you feel appropriate in case of BIJJAL BAJAJ Automobiles In
the process of servicing your vehicle. (Promptness in Delivery)
S FREQUENCY E
EXCELLENT 3 3.8
VERY GOOD 8 10
GOOD 36 45
AVERAGE 29 36.3
POOR 4 5
TOTAL 80 100
Chart Title
50
45
40
PERCENTAGE 35
30
25
20
15
10
5
0
EXCELLENT VERY GOOD GOOD AVERAGE POOR
PARTICULARS
Interpretation:
45% of respondents felt the Promptness in Delivery Good.
36% of respondents felt the Promptness in Delivery Average.
10% of respondents felt the Promptness in Delivery Very Good.
5% of respondents felt the Promptness in Delivery Poor.
4% of respondents felt the Promptness in Delivery Excellent.
Most of Respondents Felt the Promptness in delivery was Good but still there is a lot of scope
for improvement.
10.D. Please tick the attribute you feel appropriate in case of BIJJAL BAJAJ Automobiles In
the process of servicing your vehicle. (Location of Service station)
S FREQUENCY E
EXCELLENT 6 7.5
VERY GOOD 48 60
GOOD 25 31.3
AVERAGE 1 1.3
TOTAL 80 100
Chart Title
70
60
PERCENTAGE 50
40
30
20
10
0
PARTICULARS
Interpretation:
60% of the respondents felt the Location of Service Station as Very Good
31% of the respondents felt the Location of Service Station as Good
8% of the respondents felt the Location of Service Station as Excellent
1% of the respondents felt the Location of Service Station as Average.
Most of the respondents liked the location of service station
10.E. Please tick the attribute you feel appropriate in case of BIJJAL BAJAJ Automobiles In
the process of servicing your vehicle. (Staff behavior)

EXCELLENT 2 2.5
VERY GOOD 25 31.3
GOOD 45 56.3
AVERAGE 6 7.5
POOR 2 2.5
TOTAL 80 100
Chart Title
50
45
40
PERCENTAGE 35
30
25
20
15
10
5
0
PARTICULARS
Interpretation:
56% of respondents felt the Staff Behavior as Good
31% of respondents felt the Staff Behavior as Very Good
8% of respondents felt the Staff Behavior as Average
2.5% of respondents felt the Staff Behavior as Poor
2.5% of respondents felt the Staff Behavior as Excellent.
Most of the respondents liked the Staff Behavior but still there is scope for improvement.
10.F Please tick the attribute you feel appropriate in case of BIJJAL BAJAJ Automobiles In the
process of servicing your vehicle. (Understanding of repair requirement by concerned
supervisor)

EXCELLENT 11 13.8
VERY GOOD 20 25
GOOD 45 56.3
AVERAGE 3 3.8
POOR 1 1.3
TOTAL 80 100
Chart Title
50
45
40
PERCENTAGE 35
30
25
20
15
10
5
0
PARTICULARS
Interpretation:
56% of respondents felt the understanding of repair requirements as Good
24% of respondents felt the understanding of repair requirements as Very Good
14% of respondents felt the understanding of repair requirements as Excellent
4% of respondents felt the understanding of repair requirements as Average
1% of respondents felt the understanding of repair requirements as Poor.
Most of the respondents felt the staffs were well equipped to understand the repair
requirements.
10. G Please tick the attribute you feel appropriate in case of BIJJAL BAJAJ Automobiles In
the process of servicing your vehicle.( Problem rectification)

EXCELLENT 14 17.5
VERY GOOD 23 28.8
GOOD 37 46.3
AVERAGE 4 5
POOR 2 2.5
TOTAL 80 100
Chart Title
50
45
40
35
PERCENTAGE
30
25
20
15
10
5
0
PARTICULARS
Interpretation:
Out of the 80 respondents surveyed.
46% of respondents felt that the Problem Rectification was Good
29% of respondents felt that the Problem Rectification was Very Good
17.5% of respondents felt that the Problem Rectification was Excellent.
5% of respondents felt that the Problem Rectification was Average.
2.5% of respondents felt that the Problem Rectification was Poor
Most of the respondents Problem Rectification was Satisfactory but still there is scope for
improvement.
11)Age categories:
Age Respondents Percentage
20-25 24 24%
25-30 24 24%
30-35 24 24%
35-40 28 28%
Total 100 100%
Interpretation.
From the above graph it is evident that out of 100 samples 28 customers are of between 35-40
age limits. By seeing this result we interpret that Bajaj PLATINA is preferred by middle age
groups working as Clerks, Bank workers, Small outlets owner Viz Cold drinks, Because of
mileage is the main reason.
12) Following factors influenced you to purchase Bajaj platina Bike?
Respondents Percentage
Friends‟ opinion 31 31%
Price 32 32%
Advertisement 22 22%
Relative opinion 15 15%
Total 100 100%
Interpretation.
From the above Graph it is found that 32% of Customer are purchased Bike by
preferring Price. And 31% of customer purchased the bike by the influenced of there friends.
And remaining 22% customer are influenced by Advertisement 15% customer motivated to
purchase the Bike through relatives opinion. The majority of the people bought Bajaj
PLATINA revealed they purchase the Bike influenced by the price.
13) Engine and performance of the vehicle.
Engine & Respondents Percentage

performance
Highly satisfied 38 38%
Satisfied 45 45%
Dis satisfied 15 15%
Highly satisfied 0 0%
Highly dissatisfied 2 2%
Total 100 100%
Interpretation.
From above Graph it is clear that 45% Respondents are satisfied with the
performance of the vehicle and 38% of the Respondents satisfied and 15% of the
Respondents are not satisfied with the performance of the vehicle the reason behind this they
are facing problem Engine (carburetor).
SWOT ANALYSIS
STRENGTHS
 Favorable working hours.
 Good infrastructure.
 Good management.
 Good quality products
 Goodwill of the firm.
 Capacity to give huge credit facility
 High quality products to exceed customer expectation
 Attractive design and colour
WEAKNESSES
 Lack of skilled labors
 Lack of new technology knowledge
 Bajaj has narrow product line Indian market
 Poor advertisement of the product
 Not giving their promotional schemes for a longer time period
OPPORTUNITIES
 Provides employment
 Wide market area.
 Demand is the increasing with time in motor cycle segment
 One of the best and popular brands of the world, so company can use brand image for
advertising and attracting peaple
THREATS
 Establishment of more Bajaj company
 Large number of competent
 Different effective promotional schemes of competitors
FINDINGS
Following are some of the findings I found during survey & analysis of data collected from
respondents and also my personal observation during the visit to the service center
 Most Of The Customers Prefer Service After 3-4 Months.

 Priorities in case of servicing customers give more preference to problem ratification and
location of service center and on time delivery.
 Out the 80 respondents surveyed 69% respondents vehicle problem were Fully Rectified.
 62% of respondents feel that pricing of service is moderate
 45% said they would go for the pick-up service if detail were given
 40% customer were not satisfied the way in which the service was carried out.
 Still there are respondents who don’t know about the promotional activities so they should
have to concentrate on promotional activities.
 Maximum respondents feel such activities will work in service aspect.
 Most of Respondents Felt the Promptness in delivery is good.
 Customers ask for feed back system regarding service.
 Demand for personalized customers service is very high like particular persons or mechanics
for a vehicle.
 Proper data of customer and droop outs.
 Communication regarding the new schemes and new launch of vehicles.
SUGGESTIONS
Following are some of the suggestion I would like to give based on analysis of data collected from
respondents and also my personal observation during the visit to the service center
 Maintain Customer Database and follow-up the dropouts of the service.

 Get the regular feedback from the customer and improve on the areas suggested by the
customer
 Personalize the service by maintaining a particular staff to a particular customer based on
customer preference.
 Regularly communicate the customer regarding various schemes.
 Introduce various schemes for student segments like giving discounts on servicing
 Work upon the delivery time of the vehicle.
 Improve upon the Water Wash service, as it is the most important aspect in two-wheeler
service.
 Get feedback from the customer regarding the Problem Rectification.
 Conduct regular customer satisfaction survey to keep a track of level of customer satisfaction.
LIMITATIONS
Following were the some of the limitation encountered during the project tenure.
 All the practical experiences cannot be put on the paper.

 The units of BAJAJ bikes in the City are very large and the sample chosen may not represent
the entire population.
 The respondents view could be biased and ambiguous.
 Due to busy schedule of respondents it was difficult to even interact with them.
 The respondent’s satisfaction for service of Two-wheeler is difficult to measure and the
analysis of data is through personal experience.
 The given time span for study was very less to cover the topic of the study.
 There are many areas on which the project can be further worked upon.
GOVERNMENT FIRST GRADE COLLEGE

HUNAGUND-587-125
Respected Sir/Madam,
I Sharanabasav M Hiregoudar the student OF Government First Grade College
am conducting a Survey as a part of our curriculum, on “Customer Perception towards post-sales
service provided by Bijjal BAJAJ Automobiles in ILKAL”
I request you please spend your precious time with me in completing this Project by
giving your opinion through our Questionnaire. Kindly do the needful.
Thanking You, Yours Sincerely
RESPONDENTS DETAILS
Name :____________________________________________________________
Age :______________________
Gender :___________________
Occupation:_____________________________________
Address :___________________________________________
___________________________________________
Contact No.: ________________________________________
Date : __________________________________
Income (Per Annum Rs) ________________________
QUESTIONNARE
Q1. Which is the BAJAJ bike Your own?
New Discover 125 Bajaj Pulsar 150 Bajaj V Bajaj Avenger 220 Street
Pulsar 220 Pulsar 180 New Discover 150S Ninja 300
Avenger Cruise 220 Gold
Q2.Which is the model of bike you own?
_________________________________________________________
Q3. How Frequently you get Your bike Serviced? Once in
2 months 3-4 months 5-6 months 6-8 months
9-11 months A year or more
Q4. Rank your priorities in case of servicing of you bike? (Rank 1 for topmost
Priority, 2 for next and so on)
Pricing ______________________
Location of service center ______________________
Problem Rectification ______________________
On Time Delivery ______________________
Cleanliness of service Center ______________________
Others ______________________
Q5. When the last time you got your bike is is serviced?
____________________________________________
Q6. Was the problem of your vehicle rectified to your satisfaction during the last
Servicing ?
Fully Rectified Partly Rectified Not Rectified
Q7. Your opinion regarding pricing of services by Bijjal Bajaj Automobiles?
High Priced Moderately Priced Economically Priced
Q8. Your opinion about the organization picking up your vehicle for servicing on a Phone call?
I liked it and I am using this service of Umarani Auto Agencies.
I did not know about this service provided and will so for it if given details.
I did not know about this service and will not prefer even if details are given.
I knew about this service but did not prefer.
Q9. Was the servicing/repair done in the bike explained to you at the time of Delivery?
Yes No
If YES, how did you feel about the service carried out?
I liked it very much I dud not feel the difference I did not feel satisfied
I did not feel it worthwhile
Q10. Are you aware of any BAJAJ promotional activity?
Yes No
If YES, do you think such a scheme will work in service aspect?
Yes, I think it will work No, I think it will not work
Q11. Please tick the attribute you feel appropriate in case of Bijjal BAJAJ Automobiles
In the process of servicing your vehicle.
Attributes Excellent Very Good Good Average Poor

Service station
Ambience
Water Wash and
Polish
Promptness in
Delivery
Location of
Service station
Staff behavior
Understanding of
repair
requirement by
concerned
supervisor
Problem
rectification
Space for Specific Feedback/ Suggestion for Umarani Auto Agencies
_____________________________________________________________________
12] What are improvements in service that you demand from Bijjal bajaj automobiles ?
a] Service in time b] reliable service
c] well trained mechanics c] less labor charge
13] What are the different problems that you face at the time of service of your
Vehicle?
a] High price spare parts b] Not easily available
c] Delay in service d] Low quality of spare parts
14 How do you rate the service performance of Bijjal bajaj automobiles ?

A] Very Good b] Good c] Average
D] Bad e] Very bad
15] Do u have any complaint, problem regarding availability of spares parts & other
Services?
16] Name and Address:
Thank you for your kind Gesture
CONCLUSION
From the over all study can be concluded that company is working efficiently
and effectively in sales and service procedure, but not yet customers are satisfied .
From the study revealed that sales persons influence is more important in presen
t day. Customers preferred still more personal attention and after purchases. And lastly
customers expect good and efficient service in BIJJAL BAJAJ AUTOMOBILES.
BIBLOGRAPHY
 Books
Services Marketing By Kenneth Clow & David Kurtz
 Magazines
Motoring, Auto India, Override, Hot Wheels
 Newspapers
Business Line, Business Standards, Times of India
 Websites
www.tvsindia.com
www.indiabike.com
www.icraindia.com
www.waytowealth.com
www.industry20.com

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CUSTOMER PERCEPTION OF BIJJAL BAJAJ AUTOMOBILES

S.no PARTICULERS Page no

1 INDTRODUCTION OF THE STUDY 1-4

2 INDUSTRY PROFILE 5-15

3 COMPANY PROFILE 16-39

5 DATA ANALYSIS & INTERPRETATION 41-60

7 QUESTIONNARE & CONCLUSION 65-69

UTILITY OF THE PROJECT

 Understanding of various attributes involved in case of a Two-Wheeler servicing and

 Customer perception regarding post-sales services provide by authorized service

 It helped me in getting practical exposure in the field of Services Marketing.

The Project will help the organization in the following ways

 Perception of the customer regarding Post-Sales services for the motorbike.

 To know the customer awareness level of various schemes launched.

 The utility of various schemes launched and their customer appreciation.

 To Provide them a better service in the way they would prefer.

 To express their opinion to the company through my Questionnaire.

 Area of Study: Marketing

 Organization Name: BIJJAL BAJAJ Automobiles -Authorized dealer of BAJAJ

OBJECTIVES OF THE STUDY

 To study various attributes customers prefer in a two-wheeler service.

 To analyze the extent of the customer satisfaction for a two wheeler

 To find out difference in perception of customers towards authorized

RATIONALE BEHIND THE CHOICE OF THE PROJECT

History of Two Wheeler Industry

The History of Indian two Wheeler Industry

Segmental Classification and Characteristics

Scooter Motorcycle Moped

Price*(Rs. A > 22,000 > 30,000 > 12,000

Stroke 2-stroke, 4-stroke Mainly 4-stroke 2-stroke

The growth of production in Automobile industry in thousands

Category 2008- 2009- 2010- 2011- 2012- 2013- 2014-

Two wheelers 111 104 180 265 367 513 332

Table 7.5: Automobile export

TWO WHEELER Manufactures

The Major Two wheeler Manufactures of India are

Nature of Alliance Company Product

Technological tie-up Kubota Corp, Japan Diesel Engines

HHML Joint Venture Honda Motor Co, Japan Motorcycles

KEL Technological tie-up Hyosung Motors & Machinery Inc Motorcycles

KEL Tie up for manufacturing Italjet, Italy Scooters

LML Technological tie-up Daelim Motor Co Ltd Motorcycles

Hero Motors Technological tie-up Aprilia of Italy Scooters

MAJOR COMPETITATORS AND THEIR PRODUCTS

Hero Honda Motors

HERO HONDA MOTORCYCLES

Hero Honda CBZ 156 CC

Hero Honda CD Dawn 97.2 CC

Hero Honda CD Deluxe 97.2 CC

Hero Honda CD 100 97.2 CC

Hero Honda Glamour

Hero Honda Karizma 223 CC

Hero Honda Passion Plus 97.2 CC

Hero Honda Sleek 97.2 CC

Hero Honda Splendor 97.2CC

Suzuki Motor Corporation

Suzuki Zeus 125 CC