A STUDY ON CUSTOMER SATISFACTION TOWARDS

BAJAJ BIKES IN TENKASI

A project report Submitted in partial fulfillment of the requirements for

award of the degree
of
BACHELOR OF BUSINESS ADMINISTRATION

of
MANONMANIAM SUNDARANAR UNIVERSITY-TIRUNELVELI

Submitted by

V. MUTHU ARJUN (20221331201229)

M. RAJ KUMAR (20221331201233)

Guided by
Mr. R. ARUN KUMAR, M.B.A

Department of Business Administration

Einstein College of Arts and Science
Tirunelveli-12

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 BONAFIDE CERTIFICATE

EINSTEIN COLLEGE OF ARTS &

SCIENCE, TIRUNELVELI- 627 012

This is certified that this “A STUDY ON CUSTOMER SATISFACTION TOWARDS

BAJAJ BIKES IN TENKASI” in a partial fulfillment of the requirements for the award of
the degree of Bachelor of Business Administration is a record of original work undergone
by M. RAJ KUMAR (20221331201233) and V. MUTHU ARJUN (20221331201229)
students of final year, Department of Business Administration, who carried out the
research report under my supervision. Certified further that to the best of my knowledge
the work reported here in does not form of any other project or dissertation on the basis of
which an award for degree was conferred on an earlier occasion on this or any other
candidate.

Project Guide Head

of the Department

Submitted for Viva voice Examination held on

Internal Examiner External Examiner

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 DECLARATION

We are RAJ KUMAR. M and MUTHU ARJUN. V hereby declare that the
Project Report entitled “A STUDY ON CUSTOMER SATISFACTION
TOWARDS BAJAJ BIKE IN TENKASI, done by us under the guidance of
Mr. R. Arun Kumar (A/P, BBA), Department of Business Administration is
submitted in partial fulfillment of the requirements for the award of Bachelor
of Business Administration.

DATE: M. RAJ KUMAR

PLACE: Tirunelveli V. MUTHU ARJUN

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 ACKNOWLEDGEMENT

We thank God Almighty for showering his perennial blessing on us for giving
us the courage to purpose this work successfully.

We are extremely thankful to our Managing Trustee Mr. A.

AMUTHAVANAN Einstein College of Arts and Science Tirunelveli, for his
invaluable support to complete the project.

We express our heartfelt thanks to Dr. S. MURUGAN, M.A., M.Phil., Ph.D.,

principal, Einstein college of Arts and Science, Tirunelveli who provided all
facilities for carrying out this project.

We immensely thanks to Dr. N. LAVANYA, MBA., M. Com (CA)., Ph.D.,

DIS., DGT., ADJP., Head and Guide, Department of Business Administration,
Einstein college of Arts and Science Tirunelveli for his valuable suggestion
and guidance for the completion of project work.

We express our special thanks to our Project Guide Mr. R. ARUN KUMAR,
M.B.A, Einstein College of Arts and Science Tirunelveli for constant support
and encouragement throughout the project.

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 TABLE OF CONTENTS

CHAPTER NO. TITLE PAGE NO.

1.1 INTRODUCTION 9
1.2 Review of literature 10
1.3 Statement of the problem 14
1.4 Need of the study 16
1.5 Scope of the study 17
1.6 Objective of the study 18
1.7 Research Methodology 19
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1.7.1 Type of Research 20
1.7.2 Data collection 20
1.7.3 Questionnaires preparation 21
1.7.4 Sample size 21
1.7.5 Percentage analysis 21
THEORETICAL BACKGROUND
2.1 Company Profile 23
2.2 Industry Profile 24
2.3 Company History 25
2
2.4 Manufacturing Process 26
2.5 Market Impact 26
2.6 Production Process Flow Chart 26
2.7 Bajaj Auto Products (Bikes) 27
DATA ANALYZIS &
3 INTERPRETATION
Survey analysis of data (Tables) & (Charts) 29
FINDINGS, SUGGESTION &
CONCLUSION
4 4.1 Findings 47
4.2 Suggestions 47
4.3 Conclusion 49
APPENDIX
5.1 Questionnaires 51
5 Bibliography
5.2 57
5.3 Reference 57

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 LIST OF TABLES

TABLE NO. PARTICULARS PAGE NO.

3.1 Gender Group of the Respondents 29

3.2 Age Group of Respondent 30
3.3 Marital status of Respondents 31
3.4 Educational Level of the Respondents 32
3.5 Occupation of the respondents 33
3.6 Monthly Income 34
3.7 Mode of Purchase of the Respondents 35
3.8 How do you come to know about Bajaj bikes? 36
3.9 Which bike do you like in the Bajaj? 37
3.10 Rate the factors effecting the purchase decision? 38
3.11 Pickup Performance of Bajaj Bike 39
What is your opinion about price of Bajaj motor
3.12 cycle? 40

How do you feel about advertising strategy of

3.13 41
Bajaj?
What feature do you like to develop in Bajaj
3.14 motor cycle to make it as the best? 42

3.15 Do you like our services? 43

Do you recommend your friends / relatives to
3.16 purchase the Bajaj bikes? 44

Satisfaction of upcoming Bajaj motor cycle?

3.17 45

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 ABSTRACT

In general, satisfaction is a person’s feelings of pleasure or disappointment

resulting from comparing a product’s perceived performance in relation to
his/her expectations. If the performance falls short of expectations, the consumer
is dissatisfied, if the performance matches the expectations, the customer is
satisfied. If the performance exceeds his/her expectations, the customer is
delighted.

The link between the customer satisfaction and customer loyalty is not
proportional. Suppose customer satisfaction is rated on a scale of from 1 to 5. At
a very low level of customer satisfaction. Customers are likely to abandon the
company and even bad-mouth it.

At levels 2 to 4, customers are fairly satisfied but still find easy to switch when a
better product, comes along. At level of 5, the customer is very likely to
purchase and even spread god word of mouth about the company. High
satisfaction of delightment creates an emotional bond with the brand or
company.

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CHAPTER 1

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1.1 INTRODUCTION

In researching satisfaction, firms generally ask customers whether their

product or service has met or exceeded expectations. Thus, expectations
are a key factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying. For this reason, a luxury
resort, for example, might receive a lower satisfaction rating than a budget
motel— even though its facilities and service would be deemed superior in
“absolute” terms. There is a substantial body of empirical literature that
establishes the benefits of customer satisfaction for firms.

Customer satisfaction survey is the process to monitor the satisfaction

quotient of their people. In customer satisfaction surveys therefore tracks
the return on your investments in keeping your people happy, high salaries,
a quality culture, a healthy work environment. Last, but not the least
customer satisfaction survey helps in finding the critical areas, which need
further improvement.

Customer satisfaction:

Customer satisfaction towards Baja bikes is influenced by several factors.

Including the company’s product range, marketing efforts and after sales
services. Some of the factors that contribute to customer satisfaction towards
Bajaj bikes include:

 Product Quality
 Design and features
 After sales services

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  Marketing Efforts

1.2 REVIEW OF LITERATURE

Vavra, T.G. (1997): Satisfaction has been generally defined as “A

satisfaction post-purchase involvement with a product or services given
existing buying expectations.

Terry Grapentine (2019): Satisfaction is an ambiguous concept; the

marketing literature does not offer a uniform definition of the satisfaction
concept; satisfaction can be emotion, satisfaction can be cognition; and
how to approach the satisfaction concept in applied research.

Zoe Dowling (2020): Customer experience matters. People are inundated

with choices for every product and services that they use and they are
making decisions differently than in years gone by. Today, customer
experience (CX) is a deciding factor. Expectations are high and CX
effectiveness easily makes or breaks the purchase decision.

Peter Gurney (2014): Once a slow and expensive process, collecting

feedback from customers is now quick, simple and relatively cheap with
the widespread availability of online survey tools and reporting systems.
Companies collect ratings and feedback at every point of contact, phone
calls, e-mails, web visits and point-of-sale purchase. This information is a
valuable and necessary component of any voice of the customer (voc)
program.

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Bardia Alimohamad; Narsin Khorshidi (1980): In
beginning of 1980‟s, a majority of business sectors were suffering from
high operating costs and inefficiencies which were a big loss to these
sectors. These inefficiencies and lack of effectiveness were
consequently producing high levels of customer dissatisfactions as well.

Elinor Johnson(1984): This study is based upon the premise that

creating value is the basis for all the businesses. The research problem
and ultimate purpose of the study is to determine how customer
perceived value can be improved at the Liberty Program, Neples Italy.

Schiffman and kanuk (2004): “The Individual opinion of performance

of the product and service in respect expectations”

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VISION, MISSION AND QUALITY POLICY

VISION:

• To attain world Class Excellency by demonstrating

value added Products to customers

• “Harness our heritage of service and combine it with

leading edge scientific knowledge to bring inactive
quality product for customer across the India”

MISSION:

• Population Free and Safe Environment

• Forecasting Team work and Enhancing the Capability of

the team

• Frequent Development

• Total Elimination of wastes

• Focus on value-based manufacturing

QUALITY POLICY:

We at Bajaj Auto Keep on firmly Put stock in giving the Client Value
to cash, for a Considerable length of time
through our items and administrations. This we might keep up and
Enhance our basic leadership quality, wellbeing and administration
will be given as much thought as profitability, cost and conveyance.

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Quality might be incorporated with each part of our work life and
business tasks.

POINTS INFORMATION

Product brand Bajaj

Name
Founder /owner Jamnalal Bajaj

Date of Establishment 1926

Establishment place Chennai, Mumbai, Tamilnadu

Revenue INR 29,919 Crores (In 2020)

Registered Address Bajaj Auto Limited, Akurdi, Pune-

411035, India
Telephone No. 02027472851

Company Status Active

Website info@Bajajauto.co.in

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1.3 Statement of the problem

Bajaj bikes, like any other brand, can have a range of issues depending on
the model and usage. Here are some common problems reported by users:

1. Engine Performance:
- Some models may experience engine vibrations at higher speeds.
- Issues with starting, especially in cold weather.

2. Build Quality:
- Certain models have been criticized for using lower-quality plastics
that may wear out or break over time.
- Paint quality can sometimes be subpar, leading to chipping or fading.

3. Electrical Problems:
- Electrical issues, such as problems with the battery or wiring, can
occur, particularly in older models.

4. Suspension and Comfort:

- Some riders report that the suspension setup may not be suitable
for rough terrain, leading to a less comfortable ride.
- Seat comfort can be an issue for long-distance travel.

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 5. Fuel Efficiency:
- While many Bajaj models are known for their fuel efficiency, some
users have reported that fuel consumption can be higher than expected
under certain conditions.

6. After-Sales Service:
- Inconsistent service quality at dealerships can be a concern, with
some customers experiencing delays or unsatisfactory repairs.

7. Braking System:
- Some users have noted that the braking performance may not be as
robust as expected, particularly under heavy use.

8. Resale Value:
- Depending on the model and market conditions, some Bajaj bikes
may depreciate faster than competitors.

It's important to note that experiences can vary widely based on the specific
model, maintenance practices, and individual usage.

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1.4 NEED OF THE STUDY:

A key premise in customer satisfaction is understanding the needs

and meeting or exceeding the expectations of customers. Furthermore,
this is done while optimally using resources. While most companies have
developed strategies to improve quality and external customer service,
customer satisfaction is a much-neglected component of quality
improvement.

To this end, it is important to emphasize that total customer satisfaction

can work together and assist each other to achieve the common objectives,
when the customer isn’t satisfied, Relationships with the external customer
suffer.

So, it is suggested to adopt customer-oriented approach to keep the

customer satisfied and motivated, who in turn will focus their attention and
energy upon meeting the requirements of their customers, there by
maximizing the customer, thereby maximizing the customer satisfaction.

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1.5 SCOPE OF STUDY:

• The study is undertaken with a view to study customer view for Bajaj motors.

• It is an interesting and significant and for conducting research.

• The study made on the topic of Customer satisfaction will reveal the factor of
feelings of the customer.

• This report is useful to the management of the company to know the

satisfaction level of customer and they can take measures to increase
productivity.

• This report may be useful to the management student for reading and may be
useful in preparing their report on the Customer satisfaction. In business
concerns, public organization etc.

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1.6 OBJECTIVE OF THE STUDY:

PRIMARY OBJECTIVE:
The objective of this study was to determine the customer preference
and satisfaction level to words the expectation on the effectiveness of
customer relationship management practice in Bajaj product.

SECONDARY OBJECTIVE:

• To study about the customer relationship management among Bajaj

company.
• To know about how conflict managed and remedial measures
incorporated.
• To understand the transparency in communication among customer.

• To provide suggestions and recommendations for the customer

relationship practices.

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1.7 RESEARCH METHODOLOGY:

Research is the process of systematic and in- depth study of any particular
topic, subject or any are of investigation backed by collection,
compilation, presentation and interpretation relevant data’s in detail.

RESEARCH PROCESS:

In research process, the first and foremost step is defining and selecting a
research problem. A Researcher should at first find the problem. Then he
should formulate it so that it becomes susceptible to research. For a
systematic presentation, the process of research may be classified under
three stages- primary stages, secondary stage, and the tertiary stage.

THE PRIMARY STAGE INCLUDES:

• Observation
• Interest
• Formulating research problems
• Documentation
• Research designs

THE SECONDARY STAGE INCLUDES:

• Project planning
• Data collection
• Questionnaire preparation
• Analysis of data
• Testing of hypothesis
• Interpretation
• Questionnaire preparation.

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1.7.1 TYPE OF RESEARCH:

DESCRIPTIVE RESEARCH:

Descriptive research has been used, it involves survey and fact-

finding enquiries if different kinds, the purpose of descriptive
research are the descriptive of stage of affairs, as it exists at
present.

PROJECT PLANNING:

Project planning is the first step in actually conducting & directing a

research Project. It is one of the most important tasks of researcher. This
includes formulation of the researcher objectives & goals and determining
ways of achieving them.

1.7.2 DATA COLLECTION:

Data collection is one of the most important aspects of research. The

information research methodology must be accurate and relevant, The
data collection method can be classified into two methods.

PRIMARY DATA:

Questionnaire method have been used as a tool for a data collection in this
research.

SECONDARY DATA:

Secondary data means data that are already available i.e., they refer to data
which has already been collected and analyzed by someone else. The
secondary data for the study was collected google scholar website and
magazines.

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1.7.3 QUESTIONNAIRE PREPARATION:

The basic requisite of any research study is the appropriate data which can
be collected with the help of a schedule or questionnaire. With the help of
questionnaire, it is easy to determine the involvement level of so many
employees in the organization.

1.7.4 SAMPLE SIZE:

The sample size for this survey is 112.

PERIOD OF STUDY
The period of study is from December 2024 to April 2025 with is four
months of study.

1.7.5 PERCENTAGE ANALYSIS

Research questions are always answered with a descriptive statistic:

generally, either percentage or mean. Percentage is appropriate when it is
important to know how many of the participants gave a particular answer.
Generally, percentage is reported when the responses have discrete
categories.

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 CHAPTER 2

THEORETICAL BACKGROUND

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2
2.1 COMPANY PROFILE

Bajaj Auto Ltd. (BAL) any of the two and three assembling producers in
India. The employer is known for its L and D item development and
assembling capabilities. The particular agency is the biggest exporter of
and 3 wheels inside the empire. The employer has two backups to be
particular Bajaj Auto International Cooperation BV and PT Bajaj
Indonesia.

On November twenty nine, 1945 Bajaj Auto arrived for the sake of M/s
Bacha raj Investing Corporation Private Limited. Within 1948 Bajaj Auto
started out to promote and 3 wheels imported in India. In the 50s Bajaj
Auto gained allow from the Government of India to make two wheels. In
1960 Bajaj Auto became an open up corporation.

Founder Jamnalal Bajaj

Chairman Rahul Bajaj
Vice Chairman Niraj Bajaj (2025)
Managing Director Rajiv Bajaj
Executive Director Pradeep Shrivatsav
Directors Sanjiv Bajaj
Shekhar Bajaj

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2.2 INDUSTRY PROFILE

India is the second largest producer and manufacturer 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. Indian two-wheeler
industry has got spectacular growth in the last few years. Indian two wheeler
industry had a small beginning in the early 50‟s. The Automobile products
of India (API) started manufacturing scooters in the country.

Bikes are a major segment of Indian two-wheeler industry, the other two
being scooters and mopeds. Indian companies are among the largest two-
wheeler manufactures in the world.

In the initial stages, the scooter segment was dominated by API; it was later
overtaken by Bajaj Auto. Although various government and private enterprises
entered the fray for scooters, the only new player that has lasted till today is
LML. The motorcycle segment was initially dominated by Enfield 350cc bikes
and Escorts 175cc bike.

The two-wheeler market was opened to foreign competition in the mid-80s.

And the then market leaders – Escorts and Enfield – were caught unaware by
the onslaught of the 100cc bikes of the four Indo-Japanese joint ventures.
With the availability of fuel efficient low power bikes, demand swelled,
resulting in Hero Honda – then the only producer of four stroke bikes (100cc
category), gaining a top slot. The first Japanese motorcycles were introduced
in the early eighties.

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 TVS Suzuki and Hero Honda brought in the first two-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 for motorcycle segment was brought in by Japanese
motorcycles, which grew at a rate of nearly 25% CAGR in the last five
years.

2.3 The company’s History:

 The Bajaj group was founded in 1945, by M/s Bajaj Corporation Private
limited.
 The company started by importing and selling two and three wheelers.
 In 1959, the company got a license to manufacture two- and three-
wheelers.
 In 1984, the company signed a technical assistance agreement
with Kawasaki.
 The company's founder, Jamnalal Bajaj, was a close associate of
Mahatma Gandhi.

2.4 Manufacturing process:

 The company imported scooters and three-wheelers from Italy

from 1948 to 1959.
 In 1961, the company started producing scooters.
 In 1962, the company started producing three-wheelers.
 The company's second plant was set up in 1984 at Aurangabad,
in Maharashtra State.

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2.5 Market impact:
 The Bajaj Pulsar motorcycle was introduced in 2001, which
changed expectations for affordable motorcycles in India.
 The Bajaj Pulsar's impact was in making high power and features
expected on affordable motorcycles in India.
 In 2012 Bajaj Auto tied up with Japan’s Kawasaki in Indonesia,
lately extended to the Philippines.
 On 8 August 2017 Bajaj Auto and Triumph Motorcycles UK
announced global partnership.

2.6 Production process Flow chart:

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2.7 Bajaj Bikes Models

Pulsar N 160 Pulsar N 250

Pulsar NS 125 Pulsar 220 F

Pulsar NS160
Pulsar 150

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 CHAPTER-3

DATA ANALYSIS
AND
INTERPRETATION

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 SURVEY ANALYSIS OF DATA (TABLES & CHARTS)

The following consist of the data analysis and interpretation of our questionnaire

Table 3.1: Gender Group of the Respondents

No.of
S. no Gender Percentage
Respondents
1. Male 74 66.1%
2. Female 33 29.5%
3. Others 5 5.4%
Total 112 100

INTERPRETATION:

From the above given chart 1, out of total 112 respondents,

66.1% of the respondents are Male,
29.5% of the respondents are Female,
5.4% of the respondents are others.

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Table 3.2 Age Group of Respondent

No. of
S. No Age Group Respondents Percentage

1. 18-25 43 38.4%
2. 26-35 47 42%
3. 36-50 19 17%
4. Above 50 3 3.6%
Total 112 100%

INTERPRETATION:

From the above given chart 2, out of total 112 respondents,

38.4% of respondent’s age group is 18-25,
42% of respondent’s age group is 26-35,
17% of respondent’s age group is 36-50,
3.6% of respondent’s age group is above 50.

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TABLE 3.3 Marital status of Respondents

Marital Status No. of

S. No Percentage
Group Respondents

1. Married 54 48.2%

2. Unmarried 58 51.8%

Total 112 100%

INTERPRETATION:

From the above given chart 3, out of total 112 respondents,

51.8% of the respondents are married,
48.2% of the respondents are unmarried.

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1
TABLE 3.4 Educational Level of the Respondents

S. No. of
Educational Level Percentage
No Respondents
1. Illiterate 9 8%
2. School Level 32 28.6%
3. Graduate 58 51.8%
4. Others 13 11.6%
Total 112 100%

INTERPRETATION:

From the above given chart 4, out of total 112 respondents,

51.8% of respondent’s education qualification is Graduate,
28.6% of respondent’s education qualification is School
level, 8% of respondent’s education qualification is
Illiterate, 11.6% of respondent’s education qualification is
others.

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TABLE 3.5 Occupation of the respondents

S. No. of
No Occupation Respondents Percentage

1. Agriculture 22 19.6%

2. Student 48 42.9%

3. Delivery & Services 23 20.5%

4. Daily wages 19 17%

Total 112 100%

INTERPRETATION:

From the above given chart 5, out of total 112 respondents,

42.9% of respondent’s occupation are students,
17% of respondent’s occupation are Daily wages,
20.5% of respondent’s occupation are Delivery
persons, 19.6% of respondent’s occupation are
Agriculture.

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TABLE 3.6 Monthly Income

S. No Income No. of Percentage

Level Respondents
1. Below 20 17.9%
5000
2. 5001- 16.1%
18
10000
3. 10001- 45.5%
15000 51
4. Above 20.5%
23
15000
Total 112 100%

INTERPRETATION:

From the above given chart 6, out of total 112

respondents, 45.5% of respondents Income is 10000-
15000,
20.5% of respondents Income is above 15000,
17.9% of respondents Income is Below 5000,
16.1% of respondents Income is 5000-10000.

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TABLE 3.7: Mode of Purchase of the Respondents

S. No. of
Mode of Purchase Percentage
No Respondents

1. Cash Basis 53 47.3%

2. Credit Basis 59 52.7%
Total 112 100%

INTERPRETATION:

From the above given chart 7, out of total 112 respondents,

47.3% of the respondents are purchase by Cash basis,
52.7% of the respondents are purchase by Credit basis.

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Table 3.8 HOW DO YOU COME TO KNOW ABOUT BAJAJ
BIKES?

Scale No. of respondent Percentage

Advertisement 27 24.1%
Friends / Relatives 39 34.8%
Social media 33 29.5%
Others 13 11.6%
Total 112 100%

INTERPRETATION:

From the above given chart 11, out of total 112 respondents,
24.1% of respondents by Advertisement,
34.8% of respondents by friends,
29.5% of respondents by social media,
11.6% of respondents by others.

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TABLE 3.9 WHICH BIKE DO YOU LIKE IN THE BAJAJ?

Scale No. of respondent Percentage

Pulsar 32 28.6%
CT100 12 10.7%
200 NS 44 39.3%
Discover 24 21.4%
Total 112 100%

INTERPRETATION:

From the above given chart 13, out of total 112 respondents,
28.6% of respondents like pulsar,
39.3% of respondents like pulsar 200 NS,
21.4% of respondents like Discover,
10.7% of respondents like CT100.

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Table 3.10 RATE THE FACTORS AFFECTING THE PURCHASE
DECISION?

Scale No. of respondent Percentage

Price 32 28.6%
Brand image 26 23.2%
Mileage 17 15.2%
Power 13 11.6%
Style 12 10.7%
Other 12 10.7%
Total 112 100 %

INTERPRETATION:

From the above given chart 12, out of total 112 respondents,
28.6% of respondents tells Price,
15.2% of respondents tells Mileage,
23.2% of respondents tells Brand image,
11.6% of respondents tells Power,
10.7% of respondents tells others,
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TABLE 3.11 Pickup Performance of Bajaj Bike

Pickup No. of
S. No Percentage
Performance Respondents

1. Highly satisfied 28 25%

2. Satisfied 74 66.1%
3. Dissatisfied 10 8.9
Total 112 100%

INTERPRETATION:

From the above given chart 10, out of total 112 respondents,
66.1% of the respondents are satisfied with the pickup performance,
25% of the respondents are highly satisfied with the pickup performance,
8.9% of the respondents are dissatisfied with the pickup performance.

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Table 3.12 WHAT IS YOUR OPINION ABOUT PRICE OF BAJAJ
MOTOR CYCLE?

Scale No. of respondent Percentage

Affordable
24 21.4%
Competitive
63 56.3%
Comparatively high
25 22.3%

Total 112 100%

INTERPRETATION:

From the above given chart 8, out of total 112 respondents,

56.3% of the respondents tells Competitive.
21.4% of the respondents tells Affordable,
22.3% of the respondents tells comparatively high.

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TABLE 3.13 HOW DO YOU FEEL ABOUT ADVERTISING
STRATEGY OF BAJAJ?

Scale No. of respondent Percentage

Motivate
31 27.7%
Informative
25 22.3%
Makes no difference
56 50%
Total
112 100

INTERPRETATION:

From the above given chart 9, out of total 112 respondents,

27.7% of the respondents suggests Motivates.
22.3% of the respondents suggests Informative,
50% of the respondents suggests Makes no difference.

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TABLE 3.14 WHAT FEATURE DO YOU LIKE TO DEVELOP
IN BAJAJ MOTOR CYCLE TOMAKE IT AS THE BEST?

Scale No. of respondent Percentage

Engine 25 22.3%
Suspension 27 24.1%
Tyre 28 25%
Mileage 18 16.1%
Seats 14 12.5%
Discs - -
Total 112 100

INTERPRETATION:

From the above given chart 14, out of total 112 respondents,
22.3% of respondents recommends Engine,
16.1% of respondents recommends Mileage,
12.5% of respondents recommends seats,
24.1% of respondents recommends suspension,
25% of respondents recommends Tyre.

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TABLE 3.15 DO YOU LIKE OUR SERVICES?

Scale No. of respondent Percentage

Excellent
17 15.2%
Good
52 46.4%
Average
35 31.3%
Poor
8 7.1

Total 112 100%

INTERPRETATION:

From the above given chart 15, out of total 112 respondents,
15.2% of respondents said Excellent,
46.4% of respondents said Good,
31.3% of respondents said average,
7.1 % of respondents said poor.

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TABLE 4.16 DO YOU RECOMMEND YOUR FRIENDS / RELATIVES TO
PURCHASE THE BAJAJ BIKES?

Scale No. of respondent Percentage

Yes
89 79.5%
No
23 20.5%
Total
112 100%

INTERPRETATION:

From the above given chart 16, out of total 50 respondents,

79.5% of the respondents will recommend to their family/ friends about Bajaj
bikes,
20.5% of the respondents will not recommend to their family/ friends about Bajaj
bikes.

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TABLE 3.17 SATISFACTION OF UPCOMING BAJAJ MOTOR CYCLE?

Scale No. of respondent Percentage

Yes
85 75.9%
No
27 24.1%

Total 112 100%

INTERPRETATION:

From the above given chart 17, out of total 112 respondents,
75.9% of the respondents are satisfied with the upcoming Bajaj bikes,
24.1% of the respondents are dissatisfied with the upcoming Bajaj bikes.

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 CHAPTER IV

FINDINGS & SUGGESTION AND

CONCLUSION

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Findings, suggestions and conclusions:

Based on the analysis and discussion on primary data in the previous chapter
findings, suggestions and conclusions of the study in logical manner.

4.1 Findings
From the questionnaires the following points are found and noted here,

 42% of the respondent fall under age group of 18-25

 50% of the respondents are married

 58% of the respondents are graduate

 56% of the respondents are students

 38% of the respondents are in the income group of 10000-15000

 54% of the respondents are in the cash basis

 78% of the respondents are male

 40% of respondents likes pulsar

 90% of the respondent are recommends to relative and friends

 34% of respondent are rated price as a factor.

 82% of respondent in satisfied in upcoming Bajaj bikes.

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 56% of respondent said comparatively ok.

 44 % of respondent in motivate

 38% of respondent in Engine

 52% of respondent in good in service

 72% of respondent satisfied in pickup Bajaj Motorcycle.

 40% of respondent known by advertisement.

4.2 Suggestion

• To increase the sale of Bajaj, they should concentrate on Engine and Tyre.

• The company should concentrate on after sale service.

• To improve the sales, some more advertisement strategy is necessary.

• The company will have to give better education about Bajaj to customers
who purchase the vehicle.

• To increase the sale of Bajaj bike, some more price reduction to be offered
to the customers.

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4.3 CONCLUSION

 This study was done for Bajaj motors to analyze the customer
satisfaction towards Bajaj bikes in Tenkasi. The study reveals the
following conclusions.
 This study is useful for Bajaj motors in Tenkasi to understand the
behavior pattern of customers.
 The suggestions emerged from the study if put into action will flourish
in the near future for the Tenkasi Bajaj Bikes Showrooms

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 CHAPTER- V

APPENDIX

50
 A STUDY ON CUSTOMER SATISFACTION
TOWARDS BAJAJ BIKES IN TENKASI

5.1 QUESTIONNAIRES:

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5.2 Bibliography:

For the successful completion of our projects use just used the following
websites.

WEBSITES

 www.Bajajauto.com
 www.bikedekho.com
 https://en.wikipedia.org
 https://docs.google.com

5.3 References:

• Hawkins, Best, Coney. C. Philip kilter: Marketing manager New Delhi,

Prentice Hall of India (p) Ltd, 11th edition, 2001.

• Kothari C. R. Research methodology, New Age international (p) Ltd, New

Delhi 2004.

• Customer Satisfaction, TATA McGraw Hill, New Delhi, 2005.

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