Part 2 Project

A Study on Customer Satisfaction
CHAPTER-1
INTRODUCTION
CUSTOMER SATISFACTION:
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of
the state of satisfaction will vary from person to person and product/service to
product/service. The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviors such as return and
recommend rate.
The level of satisfaction can also vary depending on other options the customer may
have and other products against which the customer can compare the organizations
products. Customer satisfaction is defined as the number of customers or percentage of
total customers whose reported experience with a firm its products or its services exceeds
specified satisfaction goals.
The customer satisfaction as a state of mind in which the customer’s needs, wants
and expectation throughout the product of service life haven been met or exceeded,
resulting in future repurchase and loyalty.
Some researchers support the idea that satisfaction can be measured from a
perspective of performance evaluations, making the inclusion of the disconfirmation
process needless. Furthermore, satisfaction is not only consists of cognitive element but
has to include emotional element in determining customer satisfaction.
Definition:
Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a
product’s perceived performance in relation to his experience.
…. Philip Kotler
Satisfaction is a customer’s fulfillment response. It is a judgment that a product or service

feature or the product or service itself, provides a pleasurable level of consumption related
fulfillment”
… Richard L. Oliver
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SRI HARI DEGREE COLLEGE, KADAPA,
Meaning:
The definition of customer satisfaction has been widely debated as organizations
increasingly attempt to measure it. Customer satisfaction can be experienced in a variety of
situations and connected to both goods and services. It is a highly personal assessment that
is greatly affected by customer expectations. Satisfaction also is based on the customer’s
experience of both contact with the organization (the “moment of truth” as it is called in
business literature) and personal outcomes. Some researchers define satisfied customer
within the private sector as “one who receives significant added value” to his/her bottom
line—a definition that may apply just as well to public services.
Customer satisfaction differs depending on the situation and the product or service.
A customer may be satisfied with a product or service, an experience, a purchase decision, a
salesperson, store, service provider, or an attribute or any of these.
Some researchers completely avoid “satisfaction” as a measurement objective

because it is “too fuzzy an idea to serve as a meaningful benchmark.”
Instead, they focus on the customer’s entire experience with an organization or

service contact and the detailed assessment of that experience. For example, reporting
methods developed for health care patient surveys often ask customers to rate their
providers and experiences in response to detailed questions such as, “How well did your
physicians keep you informed?” These surveys provide “actionable” data that reveal
obvious steps for improvement. Customer satisfaction is a highly personal assessment that
is greatly influenced by individual expectations. Some definitions are based on the
observation that customer Satisfaction or dissatisfaction results from either the
confirmation or disconfirmation of individual expectations regarding a service or product. To
avoid difficulties stemming from the kaleidoscope of customer expectations and differences,
some experts urge companies to “concentrate on a goal that’s more closely linked to
customer equity.” Instead of asking whether customers are satisfied, they encourage
companies to determine how customers hold them accountable.
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INDUSTRY PROFILE
INTRODUCTION:
 The automobile industry in India actually began about 400years ago.

 It includes manufacture of trucks, buses, passenger cars and Two-wheelers.
 The first automobiles industry manufacture of Two-wheelers in India in 1897 at
Bombay.
 The first invention of two-wheeler is steam-powered motorcycle.
 Next invent mini-bikes, scooters and mopeds.

 India represents one of the largest two-wheeler markets in the world.
History of two wheelers:
The Britannica Encyclopedia describes a motorcycle as a bicycle or tricycle propelled

by an internal-combustion engine (or, less often, by an electric engine).
The motors on mini-bikes scooters, and mopeds, or motorized velocipedes, are
usually air-cooled and range from 25 to 250 cubic cm (1.5 to 15 cubic inches) in
displacement; the multiple-cylinder motorcycles have displacements of more than
1,300cubiccm.
The automobile was the reply to the 19th-century dream of self-propelling the
horse-drawn carriage. Similarly, the invention of the motorcycle created the self-propelled
bicycle. The first commercial design was a three-wheeler built by Edward Butler in Great
Britain in 1884. This employed a horizontal single-cylinder gasoline engine mounted
between two steerable front wheels and connected by a drive chain to the gearwheel.
The 1900s saw the conversion of many bicycles, or pedal cycles by adding small,
centrally mounted spark ignition engines. There was then felt the need for reliable
constructions. This led to road trial tests and competition between manufacturers. Tourist
Trophy (TT) races were held on the Isle of Man in 1907 as reliability or endurance races.
Such were the proving ground for many new ideas from early two-stroke-cycle designs to
supercharged, multivalent engines mounted on aerodynamic, carbon-fiber reinforced body.
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The era of post independence from the 50's to 70's saw the emergence of the two-wheeler
industry. There were a handful of players like Bajaj Auto, YEZDI, Royal Enfield, though with
limited production. Manufacturing was licensed, expansion restricted and locations for
setting up plants decided by the government. Two wheeler productions were under a LAKH
during the 70's and iconic brands like Royal Enfield's bullet and Bajaj Auto's CHETAK won the
hearts of Indian customers."There was dowry and CHETAK. Dowry was bad and CHETAK is
good,” says RAHUL Bajaj, chairman, Bajaj Auto
After almost decades of a monopoly for Bajaj Auto, things began to change. The 70's and
80's saw new manufacturers like LML Scooters India and Kinetic emerge. This decade got
manufacturers the best margins and two wheeler productions went up to almost 4 and half
LAKH units
“Growth rate has not been what it was in 80s, the early 90s shift over period of scooters to
motorcycles” adds Bajaj.
But the 80's proved to be the transformational decade. A slew of global alliances were
struck. Hero tied up with Honda, TVS with Suzuki and Escorts with Yamaha. It was hero
Honda that moved the Indian market from scooters to bikes with the promise of fuel
economy, better technology and a stylish product. Market leader Bajaj was caught off guard
but managed to fight back. The ones who failed to make the transition continue to struggle.
Post liberalization the focus was on technology, pollution control, emission norms,
increased competition and segmentation. Two wheelers production grew to almost 38 LAKH
units. This period incidentally saw global alliances like Kinetic Honda, TVS Suzuki, and
Yamaha Escorts come apart with the foreign partners going it alone.
The last 7 years have seen an increase in exports, capacity expansion, more investments and
almost a dozen vehicle manufacturers. But global big boys like BMW, Harley Davidson,
Triumph, and DUCATI continue to give India the cold shoulder. While high-end bikes may
not make strategic sense yet is it the need of the road for the 100 cc bike.
And with small cars with a sub 1000 cc engine market and a price tag of a LAKH hitting the
Indian market, the two-wheeler makers may find the going tough.
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Increased disposable income- more families graduating to threshold level of income,

increasing need for mobility, Demand from semi-urban and rural areas, wider choice, lower
prices and greater financing opportunities are contributing to two wheelers growth. From
almost a single player to a dozen players today in India, with penetration levels of 30-40
/1000 people owns a motorcycle, there is a huge potential in the two-wheeler market.
Two Wheelers in India
The two-wheeler industry in India has grown rapidly in the country since the
announcement of the process of liberalization in 1991 by the then finance minister Dr.
MANMOHAN SINGH, Prime Minister of India. Previously, there were only a handful of two-
wheeler models available in the country. Currently, India is the second largest producer of
two-wheelers in the world. It stands next only to China and Japan in terms of the number of
two-wheelers produced and the sales of two-wheelers respectively. The trend of owning
two-wheelers is due to a variety of facts peculiar to India. One of the chief factors is poor
public transport in many parts of India. Additionally, two-wheelers offer a great deal of
convenience and mobility for the Indian family. Bajaj auto began trading in imported VESPA
Scooters in 1948. Meanwhile Automobile Products of India (API) commenced production of
scooters in the country in the early 50‟s. Until 1958, API and Enfield were the only
producers of two-wheelers in India. However, Bajaj signed a technical collaboration in 1960
with PIAGGIO of Italy to produce Bajaj Scooters. This deal expired in 1971. The condition of
motorcycle manufacturers was no different. Until the mid 80‟s, there were only three major
motorcycle manufacturers in India namely RAJDOOT, Escorts, and Enfield.
The two-wheeler market was opened to foreign manufacturers in the mid 80‟s. The
industry, which had seen a smooth ride before, faced fierce foreign competition. Motorcycle
companies like the Yamaha, Honda, and Kawasaki, set up shop in India in collaboration with
various Indian two-wheeler companies. Companies like Escorts, RAJDOOT and faced
immense competition from smaller 100 cc Japanese technology motorbikes. Bikes
manufactured by Hero Honda, the only company manufacturing four-stroke bikes at that
time, gained massive popularity. In the mid 80‟s, Kinetic introduced a VARIOMATIC gearless
scooter in collaboration with Honda. This scooter became instantly popular with the
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younger generation, especially people who found it difficult to use geared scooters. The
introduction of scooters created another segment for people such as women and teenagers
who could not get used to driving either motorcycles or gearless scooters. Many companies
such as KINETC, TVS, and Hero also started manufacturing mopeds that proved immensely
popular with people who wanted a simple riding machine. The change in the government’s
policy owning to pollution control norms and the Kyoto agreement saw the phasing out of
two stroke two-wheelers from production. Currently there are around two-wheeler
manufacturers in the country, they being Bajaj, Hero, Hero Honda, Honda, Indus, Kinetic,
Royal Enfield, Suzuki, TVS, and Yamaha. The latest trend in the two-wheeler market is the
introduction of electrically operated vehicles from a range of manufacturers such as Indus
and Hero. These can be recharged from convenient household electrical points. The only
disadvantage is speed, which is restricted to around 25 miles per hour.
The feeling of freedom and being one with the Nature comes only from riding a two
wheeler. Indians prefer the two wheelers because of their small manageable size, low
maintenance, PRICING and easy loan repayments. Indian streets are full of people of all age
groups riding a two wheeler. Motorized two wheelers are seen as a symbol of status by the
populace. Thus, in India, we would see swanky four wheels jostling with our ever reliable
and sturdy steed the two wheeler.
AUTOMOBILE INDUSTRY ECONOMY
AUTOMOBILE INDUSTRY provides a wide range of consumables and accordingly the

amount of money circulated against AUTOMOBILE products is also very high. The
competition among AUTOMOBILE manufacturers is also growing and as a result of this,
investment in AUTOMOBILE industry is also increasing, specifically in India, AUTOMOBILE
industry is regarded as the largest sector in New Zealand which accounts for 5% of Gross
Domestic Product (GDP).
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COMMON AUTOMOBILE PRODUCTS
Some common AUTOMOBILE product categories include food and dairy products,
glassware, paper products, pharmaceuticals, customer electronics, packaged food products,
plastic goods, printing and stationery, household products, photography, drinks etc. and
some of the examples of AUTOMOBILE products are coffee, tea, dry cells, greeting cards,
gifts, detergents, tobacco and cigarettes, watches, soaps etc.
MARKET POTENTIALITY OF AUTOMOBILE INDUSTRY
Some of the merits of AUTOMOBILE industry, which made this industry as a potential
one are low operational cost, strong distribution networks, and presence of renowned
AUTOMOBILE companies. Population growth is another factor which is responsible behind
the success of this industry.
LEADING AUTOMOBILE COMPANIES
Some of the well known AUTOMOBILE companies are MARUTI SUZUKI, HYUNDAI,
MAHINDRA AND MAHINDRA, TOYOTA, TATA MOTORS, HONDA, GENERAL MOTORS –
CHEVROLET, RENAULT, VOLKSWAGEN, and FORD.
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COMPANY PROFILE
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.
GROUP OF COMPANIES
His son, KAMALNAYAN Bajaj, then 27, took over the resigns 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. Bajaj Auto is the flagship of the Bajaj group of companies. The group
comprises of 34 companies and was founded in the year 1926.
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The companies in the group are:
RAHUL BAJAJ—CHAIRMAN OF BAJAJ & MEMBER OF PARLIAMENT
RAJIV BAJAJ- MD & CEO OF BAJAJ AUTO
 Bajaj Auto Ltd. Bajaj Finance Ltd.

 Bajaj Finserv Ltd
 Bajaj Holdings & Investment Ltd.
 Mukand Ltd.
 Bajaj Electricals Ltd.
 Bajaj Ventures Ltd.
 Maharashtra Scooters Ltd.
 Bajaj Allianz General Insurance Company Ltd.
 Bajaj Allianz Life Insurance Co Ltd.
 Bajaj Financial Solutions Ltd.
 Bajaj Allianz Financial Distributors Ltd.
 Bajaj Auto Holdings Ltd.
 PT Bajaj Auto Indonesia (PTBAI)
 Bajaj Auto International Holdings BV
 Hind Lamps Ltd.
 Mukand Engineers Ltd.
 Mukand International Ltd.
 Bajaj Sevashram Pvt. Ltd.
 Jamnalal Sons Pvt. Ltd.
 Rahul Securities Pvt. Ltd.
 Shekhar Holdings Pvt. Ltd.
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 Madhur Securities Pvt. Ltd.

 Niraj Holdings Pvt. Ltd.
 Rupa Equities Pvt. Ltd.
 Kamalnayan Investments & Trading Pvt. Ltd.
 Sanraj Nayan Investments Pvt. Ltd.
 Hercules Hoists Ltd.
 Hind Musafir Agency Ltd.
 Bajaj International Pvt. Ltd.
 Bachhraj Factories Pvt. Ltd.
 Baroda Industries Pvt. Ltd.
 Jeewan Ltd.
 Bachhraj & Co. Pvt. Ltd.
 The Hindusthan Housing Co. Ltd.
 Hospet steels ltd.
THE HISTORY OF BAJAJ

The Bajaj Auto comes into existence as M/s BACHRAJ Trading Corporation Private
Limited on November 29, 1945. Sales in India Commence by importing two and three
wheelers in 1948, Bajaj Auto obtains license from the Government of India to manufacture
two and three wheelers. Bajaj Auto becomes a public limited company in 1960. Bajaj Auto
rolls units its 1 LAKH vehicles in 1970. In 1971, the three-wheeler Goods Carrier is
introduced. Bajaj CHETAK was introduced in 1972.
In 1976, Bajaj Super was introduced to the marked. Bajaj Auto achieves production
and sales of 1 LAKH vehicles in a single financial year and that year was 1977 in the same
year the Rear Engine Auto rickshaw was introduced.
In 1985, the Erstwhile President of India, SHRI GIANI ZAIL Singh, inaugurated WALUJ
plant. In 1986, 5 LAKH Vehicles produced and sold in this financial year.
The Bajaj Sunny was introduced to the market in 1990. In 1995 Bajaj Classic was
introduced. In the year of 1995, one million vehicles were produced and sold in this financial
year. In 1997, Bajaj Boxer was introduced to the market. In 1998, Bajaj Spirit was launched
and in the same year Kawasaki Bajaj Caliber rolls out of WALUJ.
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In the year of 2000, Bajaj Safire was introduce, In January 2001, the eliminator was
launched. In November 2001, Bajaj Auto launches its latest offering in the premium bike
segment “Pulsar”. In the year of 2003, Caliber 115, Bajaj Wind 125 and Pulsar DTS-I are
introduced to the market. In the year of 2004, Bajaj CT 100 and Discover DTS-I are
introduced to the market.
2005 introduce Pulsar and the year 2006-07 they introduce Pulsar DTS-I. In the
present trend, this organization has acquired an award of No. 1 in sales.
CORPORATE PROFILE:
 Registered Head Office and Manufacturing Plants

Mumbai – Pune Road, Akurdi, Pune 411035
Bajaj Nagar, WALUJ, Aurangabad. 431136.
MIDC, Plot No. A1, MAHALUNGE Village, CHAKAN Pune. 410501.
 Haroon Motors,
Bajaj Products, Almaspet Street, Kadapa – 516001.
Andhra Pradesh .
OBJECTIVES:
1. To be No.1 Dealer of Bajaj Products in India.
2. Customer Satisfaction.
Company Establishment:
Bajaj Company comes into existence as M/s BACHRAJ Trading Corporation Private
Limited in the year of 1945.
Production Details:
Company started production with 1 unit per day and has increased to 7000 units per day.
Awards:
1. Bajaj Auto’s Bajaj Pulsar DTS-FI won bike of the year in 2007 by CNBC-TV18 AUTOCAR Auto
Awards.
2. Bajaj PLATINA 100 cc won bike of the year 2007 by NDTV Profit Bike India.
3. Bajaj Auto’s CHAKAN Plant won Super Platinum Award for manufacturing Excellence in 2006-07
Frost and Sullivan.
4. Bajaj CT 100 bagged Motorcycle Total Customer Satisfaction Study in 2005 by TNS Automotive.
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Bajaj Auto Ltd.

"Inspiring Confidence"
BAJAJ MAIN DEALER PROFILE (HAROON MOTORS)
THE HISTORY OF HAROON MOTORS:
The HAROON Motors Authorized dealer: Bajaj Auto Ltd. Was started by Mr. S.B
AMZATH BASHA, the main dealership of KADAPA district location. In the year 2003, 23
October then sub dealership established as 13 – A.S.C’s and 4 – R.S.O’s throughout KADAPA
district.
2004:- SUB DEALERSHIPS STARTED
 PRODDUTUR – A.S.C
 RAYACHOTY - A.S.C
 BADVEL – A.S.C
 PULIVENDULA – A.S.C
 JAMMALAMADUGU - A.S.C
 RAJAMPET - A.S.C
 PORUMAMILLA – R.S.O.
 KAMALAPURAM – R.S.O.
 NANDALORE – A.S.C.
RAILWAY KODUR – A.S.C. (operating FROM 2006 through HAROON BAJAJ-KADAPA)
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 YERRAGUNTLA - A.S.C.
 MYDUKUR - A.S.C
 VEMPALLI - A.S.C
 Galiveedu – A.S.C.
 T.SUNDDU PALLI – R.S.O
 DUVVUR – A.S.C
 R.KONDAPURAM – R.S.O
MUDDUNUR
MADHAVARAM
All the Bajaj two wheelers sub dealers point works under Mr. M.AYAZ KHAN (Network
Development Manager)
HAROON motors 2 branches in KADAPA city
1. At madras road, beside PALLEM PAPAIAH street

2. At APSARA road, near RTC BUSTAND
HAROON Bajaj as a group of companies:

HAROON MOTORS (BAJAJ 2 WHEELERS)
HAROON AUTOMOTIVES (BAJAJ 3 WHEELERS)
HAROON TRACTORS (EICHER TRACTORS)
HAROON LUBRICANTS (ENI-AGIP LUBRICANTS)
All this group companies operating throughout KADAPA district through their dealers point
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HAROON Bajaj is going to launch KTM & KAWASAKI super sports bike showroom in
the same premises as business expansion vehicles arriving KADAPA by the NEW YEAR-2015.
KTM-Austria Company
KAWASAKI-Japan Company
Both Companies MoU with Bajaj AUTO LIMITED for distribution network in INDIA
HAROON Bajaj as a distribution given from BAL for KADAPA, KARNOOL, ANANTAPUR
and NELLORE districts.
The name given as “HAROON SUPER BIKES”
CORPORATE PROFILE:
 Registered head office and manufacturing plant @ Pune.

Mumbai – Pune Road, Akurdi, Pune 411035.
Bajaj Nagar, WALVJ, Aurangabad-541136
MIDC, Plot No. A1, mabalenge village, CHAKAN PUNE-410501
Regional Office BAJAJ Auto Ltd. located @ HYDERABA, A.P.
 Main dealership : Haroon Motors, Almaspet , Kadapa-516001,A.P.
Objectives:
 To be No.1 Dealer of Bajaj 2-wheeler (product) in Andhra Pradesh.

 High Customer Satisfaction
 To Achieve Highest Market Share by Beating Hero& Honda.
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SHOW ROOM ORGANISATION STRUCTURE:
Current:
Managing Director ( S B AMZATH BASHA)
Managing Partner ( S B AHAMAD BASHA)
General Manager (S. CHAND BASHA)
Works Manager
Network Administrative
Sales Development
Manager (RAVINDRANATH
Manager REDDY) Staff
(S.
(M AYAZALIKHAN)
Gafar)
Executives Sub dealers Asst. Works

sdddealers Manager
(10-NOs) (19-NOs)
Supervisors
4 members
Mechanics
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4 & 08 NOS
ORGANISATION STRUCTURE CURRENT (HAROON BAJAJ – KADAPA)
WORKS MANAGER
CUSTOMER CARE SUPERVISORS BILLING SECURITY

PERSON
EXECUTIVE (4 – Members) DEPT
SECURITY
BILLING
SUPERVIS
ORS
CUSTOMER
CARE
MECHANICS MECHANICS MECHANICS MECHANICS
STEP-THROUGH GEARED UNGEARED
EXECUTIVE MOTORCYCLE
SCOOTER SCOOTER
FREE SERVICES:
HAROON Motors providing 3 free services. After purchasing a new two wheeler i.e.
1. 30 days (or) 750 km

2. 90 days (or) 2500 km
3. 150 days (or) 5000 km
Launched Bajaj Genuine Engine oil Change for Every 10,000 KMS only.
Paid Services 2000 km or for every 2 months. They are providing different schemes
of services i.e. paid less service.
FACILITIES AT HAROON BAJAJ
Special customer care cell for complaints and feedbacks

Any time exchange consultants available
All finance companies executives’ are available
Recreations: sofa-sets, T.V., Water, Tea, Coffee, Magazines, News, Papers always be there
Fast and quick repair cell For V.I.P
Pick-up &Drop Door to Door & Road Side Services are Available
Genuine Spares and all accessories available
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CHAPTER-2
REVIEW OF THEORETICAL FRAMEWORK
CUSTOMER SATISFACTION:
Customer satisfaction generally means creating awareness about a product that it

exists in the market (i.e.) knowledge about the product available in the market.
Creating satisfaction among customers is the most difficult task in marketing.

Creating satisfaction among customers can be done through advertising. In earlier times,
marketers could just manufacture not keeping in mind the quality and satisfaction of needs
and wants of the customers. It is used to be called as ‘buyers beware’ but now the whole
concept has changed due to growth in the size of companies and entry of MNC’s it is now
‘seller beware’ therefore creating customer satisfaction is very essential to fulfill the aim of
marketing.
The only way of creating awareness among customers could be advertising.

Advertising refers to “any paid form of communication”, this is essential because customers
must be informed about the firms goods and services, they must have access to the markets
and products and they must be communicated effectively to the potential customers.
Information is considered to be most valuable resource in the present economy and

society. The availability of information is more or less a right of the society. In case of
marketing also passing of information is of vital importance. Because, a business is
separated from its customers in several ways: distance, time, socio-economic gaps,
information and interests. For effective and efficient marketing these gaps must be bridged.
The various promotional methods are primarily meant for closing these gaps. In other
words, business information about product and services reaches the customer through
advertising, personal selling, and sales promotional methods.
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PRODUCT SATISFACTION:
Product satisfaction in the common sense means the knowledge and satisfaction of
the customers regarding a particular product, its utility and service.
A person learns about a new idea, product or practice. He has general information
about it e.g. through advertisement. He has, however, limited knowledge about special
qualities, usefulness, performance etc. regarding the innovation. He has mere knowledge of
its excellence.
In this customer durable market, where customers are considered the king, it is
absolutely essential that the marketers try and convey successfully, all aspects about the
product where utility and price seems to govern the market. It is very much relevant the
customer be informed about the products utility and its worth.
In a technology driven market which is highly dynamic the customer’s needs and
perception changes in quick successions. To keep with this change the customers need to
be upgraded regarding all product development and innovation at each stage. Advertising
does not necessarily mean promoting a product to increase the sales. It should also cover
the other dimension of its goal, education the customers and give them the right to
choose. With technology changing life styles within short periods it is a great challenge for
the marketers to follow up product satisfaction campaigns.
Customer electronics being high end durable goods are usually one time
purchases in the Indian market. With all the major players with competitive pricing and
product range, Philips should look at positioning its product in the right market in creating
proper brand and product satisfaction.
Satisfaction:-
After perceiving a need or desire or lacking of something the customer will now look
around seeking information, about products or services, to satisfy his need while examining
his environment. He will become aware of the existence of the product or service to satisfy
his need.
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The marketer must do research to find out how the customer became aware of the
existence of the product or service to meet his need and desires. By gathering information,
the marketer will be able to identify the stimulus that attracts interest in the product
category.
1. Comprehension Stage
While passing through the earlier mentioned stages the customer becomes aware of
the availability or existence of the product or service to satisfy and meet his need. At the
same time he gathers information and knowledge about the product or service, in terms of
its utility to him. That is, he has gained more knowledge about the particular product-its
functions, feature or attributes, how it will perform and what satisfaction will it give him.
The customer is comprehending and reasoning out and verifying information he has
obtained in context of the functional and utility aspect of the product or service to him.
Comprehension is dependent on the customers’ ability to reason with information.

The satisfaction stage and the comprehension stages together represent the information
processing stage the customer goes through in his decision making process. These two
stages can also be referred to as the cognitive processes in the purchase process. The
customer can gather more information about the product or service from various personal
sources (friends, family and neighbours), commercial sources (sales personal, advertising,
dealers, and sales promotion techniques), public sources (mass communication media) or
experimental sources (personal handling, using or examining the product). Of course the
relative influence of these sources will vary with the product category and buyer
characteristics.
Though the various information gathered the customer will increase his knowledge
about the availability of the various brands of products to meet his need, examine the
functional aspect it has and then decide whether the product will give him satisfaction.
The marketer must design the marketing mix so that the customer will easily be able
to gather information about the products utility aspect and its functions. Due to this the
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particular brand gets automatically registered in the buyers mind and helps him to process
the information received.
Attitude:
HIMMELFARB and Eagle have opined that “the term attitude often is used in a
generic sense to any reports of what people think or feel or the ways in which they intend to
act”. From this point of view, attitude can be said to have an evaluative aspect with an
underlying dimension of favourability-unfavourability. Thus in this stage, we can say that it is
a total sum of the persons feelings, faith and attitude towards the product. Based on the
result of his ‘satisfaction stage and comprehension stage’, the customer develops an
attitude- a favorable or unfavorable- towards the product.
In marketing a customer’s attitude towards a brand is a function of his beliefs about

the brands possession of certain attributes and the importance of those attributes to him.
The continuation of the purchase process will depend on the information gathered
by the buyer. If the information gathered by him helps him in developing a favorable
attitude or a positive liking for the product, he will continue with his purchase decision,
otherwise not.
The marketer must use good communication mix to communicate about their
product or services to the target market. The information, thus sought by the customer can
be obtained easily and also enable them to develop either a favorable or unfavorable
attitude towards the product or service.
2. Legitimization Stage
This is the stage when the buyer has to take a legitimate course of action. This is the
stage when the individual after having developed a positive attitude once again decides on
the action to be taken by him. Very often, even after having developed faith and positive
feelings towards the product, the buyer is contemplating on his decision to purchase the
product before going for the actual purchase.
20
He is only reaffirming and seeking information regarding the product which will
convince him regarding the correctness of the purchase decision. Only if he is fully
convinced about the appropriateness of the purchase decision will he proceed further. At
this stage, the buyer may also seek further information, regarding the product or service or
try to assess the information already available to him. The individual may seek more
information in terms of matching the product attributes with their utility function to him,
and arrive at a conclusion which will support the positive attitude developed by him towards
the product.
The marketer must give information about the product through various promotional
media which will help the buyer to take a legitimate decision to purchase the product.
3. Trial Stage
The earlier stages of attitude and legitimatization will help the customer to develop
a strong conviction to try the product on a small scale basis. The more information he seeks
in the above stage of legitimatization will able the customer to reaffirm his decision to
purchase the product. However before going for purchase on a full-fledged basis, he will
want to verify the information received, on his own, by trying out the product. In this stage,
he will try to evaluate the product with his own experience.
The marketer could help the customer to evaluate the efficiency of the product with
their own experience by making available ‘small packs’ of the product in the market. This
will also communicate to the customers that the company or firm is keen that the
prospective customer tries the product.
4. Adoption Stage
When the customer experiences a positive feeling after using the product on a trial
basis, he may take the decision to adopt the product. At this stage there may be other
factors which may influence his intention to purchase the product.
21
The Post Purchase Dissonance
After having purchased the product, it may be possible, that the buyer may
experience some restlessness in his mind. This may be because he hears of other brands in
the same product category. Then he may feel that the ‘other brand’ would have been
better. He may even feel he was taken for a ride by the salesman. He is unsure as to
whether he made the right choice in his purchase of the product.
At this stage of post purchase dissonance, the individual himself will seek out ways
to reaffirm his conviction. He will look out for ways to get back his conviction. He will look
out for reassuring advertisements of the product or he may deliberately close his ears to the
praise given to competing brands. So by adopting such methods, the customer will try to
overcome the dissonance in his mind.
However it may be noted that though the above buying process signifies a typical
buying process, actual buying or adoption of a product will depend on personality of the
buyer.
An understanding of the buying decision process will enable the marketer to develop
an effective marketing program to support an attractive offer to the target market.
22
CHAPTER-3
OBJECTIVES OF THE STUDY
 To Measure the level of satisfaction among the customers.

 To find the level of consciousness about the HAROON BAJAJ Among the customers.
 To find customers opinion on various Competitors of Other Automobile Companies.
 To know the market position of the HAROON BAJAJ in the AUTOMOBILE Market.
 To make appropriate recommendation for the improvement of Customer
satisfaction level about the HAROON BAJAJ.
23
CHAPTER-4
Research Methodology
STRUCTURE OF RESEARCH METHODOLOGY
RESEARCH DESIGN : Descriptive
DATA SOURCES : Primary data, Secondary data
RESEARCH APPROACH : Survey method
RESEARCH INSTRUMENT : Structured questionnaire
CONTACT METHOD : Personal
SAMPLING PROCEDURE : Random Sampling
POPULATION SIZE : Customers in KADAPA only.
SAMPLE SIZE : 100 Customers.
STATISTICAL TOOL : Simple Percentage method
STATEMENT OF PROBLEM:
The objective of every company would be ensuring customer satisfaction for the customer
satisfaction would create loyal customers. Measuring customer satisfaction is always a challenge, as
customer either would not disclose or sometimes do not assess their satisfaction level clearly. Many
times the customer can not specify the reasons for his satisfaction.
NEED FOR THE STUDY:
Customers are the key figure in the business world manufacturer and distribution. The
customer came into existence when communications were difficult with the customers and it is
found necessary to have a point of distribution. It helps to find out the position of the company in
the competitive market and the opinion of the customers towards the HAROON BAJAJ
Customer Satisfaction plays the present competitive Markets. In the present situation, the
customer satisfaction will influence customer preferences. I think that there is need to study
regarding the customer satisfaction towards HAROON BAJAJ because these are the main aspects
which should be considered by the company to build its brand name in the market and concentrate
on the aspects which can make the customers to be aware of their brands, to know the factors
influencing their Preferences.
24
OBJECTIVES OF THE STUDY
 To find customers opinion on various products of BAJAJ.

 To find HAROON BAJAJ Position in Market according to customer’s opinion.
 To know about the HAROON BAJAJ In the AUTOMOBILE Industry in general.
 To make appropriate recommendation for the improvement of sales
performance/marketing activities in the organization. In order to satisfy the Customer.
 To know the Satisfaction Level of Customers towards the HAROON BAJAJ
LIMITATIONS OF THE STUDY
 It is primarily a micro level study.

 The sample size is restricted to 100 respondents.
 The data is obtained through a structured questionnaire and it has its own limitations in its
analysis and interpretation.
SOURCE OF DATA
Primary Data: The Primary Data is collected through questionnaire survey to customers.
Secondary Data: It refers to the already existing data. We collected them by following
methods –
 Internet
 Books
 Company records
SAMPLE SIZE:
The sample size of the project is 100 Customers.
SAMPLING METHOD:
Random sampling method of sampling was adopted to get over the limitation. The researcher
followed the sampling technique, sample random sampling method for the study.
25
RESEARCH INSTRUMENT / TOOL:
The research tool of the project is questionnaire. This research used structured questionnaire with
question of
 Open- ended question.(Saying the words through mouth)

 Closed-ended question.(opinion Type)
 Multiple-choice question.(Options Type)
RESEARCH APPROACH : Survey method
CONTACT METHOD : Personal / direct
STATISTICAL TOOL :
Percentage Analysis
This is the statistical tool, which may be used in any kind of analysis. This is sample in
nature and provides clear picture about a huge population by breaking it in percentage (per
100).
Number of Respondents
Percentage method = ------------------------------------ × 100
Total Respondents
Sample Design : BAJAJ products and services

Sample unit : Customers living at KADAPA region.
Sample Size : 100
Sample Procedure : Questionnaire and Personal interview
Sample media : we reached customers through personal interview.
Sample method : we used convenient sampling to collect the data.
26
Chapter-5
DATA ANALYSIS
&
INTERPRETATION
27
1. Why did you prefer Bajaj bikes?
TABLE-5.1:
Customers Opinion Number of Respondents Percentage
Look style 34 34
mileage 34 34
price 2 2
All the above 30 30
Total 100 100
GRAPH-5.1:
preference of Bajaj bikes

40
35
30
PERCENTAGE
25
20
15 preference Bajaj bikes
10
0
Look style mileage price all the above
CUSTOMER OPINION
Inference: From the above table 34% of the respondents are preferring Bajaj bikes for look
&style, 34% of the respondents are preferring for mileage, 2% of the respondents are
preferring for price, and only 30% of the respondents are preferring all the above.
28
2. Which factor influenced to buy Bajaj bikes?

TABLE-5.2:
Advertisement 24 24
Friends&Relatives 70 70
Marketing people 4 4
consultants 2 2
Total 100 100
GRAPH-5.2:
Factors influenced to buy bajaj bikes
70
60
50
PERCENTAGE
40
30
20
10
0
advertisements friends&relatives marketing people consultants
Inference: From the above table 24% of the respondents are influenced by advertisement to
buy Bajaj bikes, 70% of the respondents are influenced by friends and relatives, 4% of the
respondents are influenced by marketing people, and only 2% of the respondents are
influenced by consultants.
29
3. Have you received a service remainder call before visiting for

service?
TABLE-5.3:
Yes 73 73
No 27 27
Total 100 100
GRAPH-5.3:
Service due reminder
No
27%
Yes
73%
Inference: From the above data (table) it is insured that 73% of respondents opined that
they received service due reminder and the rest of the 27% respondents are not received
service due reminder.
30
4. How long do you wait for taken-in for vehicle service?

TABLE-5.4:
5 min 18 18
10 min 59 59
15 min 15 15
20 min 8 8
Total 100 100
GRAPH-5.4:
wait time for taken in for vehicle service
60%
50%
40%
percentage
30%
20%
10%
0%
5 min 10 min 15 min 20 min
how long did you wait for taken
18% 59% 15% 8%
in for vehicle service
Inference: From the above table it is inferred that 18% of the respondents opined that
they have to wait for 5min to taken in for vehicle service, 59% of respondents opined that
they wait for 10min, 15% of respondents opined that they wait for 15min and the
remaining 8% opined that they wait for 20min.
31
5. Do you think the person who attend to you and accepted your
vehicle for service was able to understand the vehicle issue and also
answered all your queries appropriately?
TABLE-5.5:
Yes 94 94
No 6 6
Total 100 100
GRAPH-5.5:
The person will justifies all queries
6%
Yes
No
94%
Inference: From the above table 94% of the respondents opined that they are satisfied with
the person will attend and the rest of the respondents 6% respondents are not satisfy with
the person who will attend & accept the vehicle.
32
6. The service center staff knowledgeable, courteous and polite?

TABLE-5.6:
Good 63 63
Average 33 33
poor 4 4
Total 100 100
GRAPH-5.6:
The service center staff knowledgeable,

courteous and polite
80
PERCENTAGE
60
40
20
0
The service center staff knowledgeable,
Good courteous and polite
Average poor
Inference: From the above table 63% of the respondents said that service center staff is
good, 33% of the respondents said that average, and only 4% of the respondents said that
service center staff is poor.
33
7. YOUR opinion about service charges?
TABLE-5.7:
High cost 23 23
Average 77 77
Low cost - -
Total 100 100
GRAPH-5.7:
Opinion about service charges

Opinion about service charges
77%
23%
High cost Average Low cost
Inference: From the above table it is inferred that 23% of the respondents opined the
charges for services are high cost and 77% of the respondents opined that they are average,
only 0% of the respondents opined that they are low cost.
34
8. What is your opinion related to availability of genuine spare parts?

TABLE-5.8:
Excellent 11 11
Good 76 76
Average 11 11
poor 2 2
Total 100 100
GRAPH-5.8:
Availability of genuine spare parts
80
70
60
50
40
30
20
10
0
Excellent Good Average poor
Availability of genuine spare parts
Inference: From the above table 11% of the respondents are opined that the availability of
genuine spare parts are excellent, 76% of the respondents are opined that they are good, 11%
of the respondents are opined that they are average, only 2% of the respondents are opined
that they are poor.
35
9. Are you satisfied with the warranty service provided by the

showroom?
TABLE-5.9:
Satisfied 87 87
Dissatisfied 2 2
Average 11 11
Total 100 100
GRAPH-5.9:
warranty service provided by the showroom

100
90
80
70
60
50 warranty service provided by
the showroom
40
30
20
10
0
Satisfied Dissatisfied Average
Inference: From the above table 87% of the respondents are satisfied with the
warranty service provided by the showroom, 2% of the respondents are Dissatisfied,
only 11% of the respondents average.
36
10. Did you prefer post warranty service at showroom workshop (or)
local garage?
TABLE-5.10:
At showroom workshop 78 78
At local garage 22 22
Total 100 100
GRAPH-5.10:
post warranty service at showroom

workshop (or) local garage
At local garage
22%
At showroom
workshop
78%
Inference: From the above table 78% of the respondents opined that they prefer post
warranty service at showroom workshop and only 22% of the respondents opined that they
prefer post warranty service at local garage.
37
11. Did you have to wait for a long time when you went to take
delivery of your vehicle?
TABLE-5.11:
5-10min 11 11
10-15min 60 60
15-30min 24 24
30-60min 5 5
Total 100 100
GRAPH-5.11:
WAITING TIME TO TAKE DELIVERY OF YOUR

VEHICLE
70
60
50
40
30
20
10
0
5-10min 10-15min 15-30min 30-60min
number of respondents percentage
Inference: From the above table it is inferred that 11% of the respondents opined that
they have to wait for 5-10min to take delivery of vehicle, 60% of respondents opined that
they wait up to 10-15min, 24% of respondents opined that they wait up to 15-30min and
the remaining 5% opined that they wait up to 30-60min.
38
12. What would you say about authorize service center availability in
Bajaj?
TABLE-5.12:
Near by 82 82
Far side 18 18
Total 100 100
GRAPH-5.12:
Authorize service center availability in Bajaj
Far side
18%
Near by
82%
Inference: From the above table 82% of the respondents opined that authorize service
center availability in Bajaj is nearby and only 18% of the respondents opined that authorize
service center availability in Bajaj is far side.
39
13. What is your level of satisfaction towards Bajaj motors?
TABLE-5.13:
0-25% 1 1
25-50% 10 10
50-75% 75 75
75-100% 14 14
Total 100 100
GRAPH-5.13:
satisfaction towards Bajaj motors

0-25% 25-50% 50-75% 75-100%
1%
14% 10%
75%
Inference: From the above table 1% of the respondents opined that satisfaction towards
Bajaj motors is 0-25%, 10% of the respondents opined that satisfied 25-50%, 75% of the
respondents opined that satisfied 50-75%, and only 14% of the respondent opined that
satisfied 75-100% .
40
14. Comparison to other companies with Bajaj performance?
TABLE-5.14:
Highly satisfied 7 7
satisfied 90 90
Dissatisfied 2 2
Highly Dissatisfied 1 1
Total 100 100
GRAPH-5.14:
COMPARISON TO OTHER COMPANIES WITH

BAJAJ PERFORMANCE
90
7
2 1
Highly satisfied satisfied Dissatisfied Highly Dissatisfied
Inference: From the above table 7% of the respondents are highly satisfied with the Bajaj
performance when compare to other companies, 90% of the respondents are Satisfied, 2%
of the respondents are dissatisfied, only 1% of the respondents are highly Dissatisfied.
41
15. Based on your overall service experience at dealership?

TABLE-5.15:
Highly satisfied 5 5
satisfied 84 84
Dissatisfied 3 3
Neither satisfied nor

8
dissatisfied 8
Total 100 100
GRAPH-5.15:
100 84
80
60
40
20 5
0 3
8
Highly satisfied
satisfied
Dissatisfied
Neither satisfied
nor dissatisfied
Number of Respondents
Inference: From the above table 5% of the respondents are highly satisfied with the overall
service experience at this dealership, 84% of the respondents are Satisfied, 3%of the
respondents are dissatisfied, only 8% of the respondents are Neither satisfied nor
Dissatisfied.
42
CHAPTER-6
FINDINGS
&
SUGGESTIONS
43
6.1 FINDINGS OF THE STUDY

 34% of the respondents are preferring Bajaj bikes for look &style, 34% of the
respondents are preferring for mileage, 2% of the respondents are preferring for
price, and only 30% of the respondents are preferring all the above.
 24% of the respondents are influenced by advertisement to buy Bajaj bikes, 70% of
the respondents are influenced by friends and relatives, 4% of the respondents are
influenced by marketing people, and only 2% of the respondents are influenced by
consultants.
 73% of respondents opined that they received service due reminder and the rest of
the 27% respondents are not received service due reminder.
 18% of the respondents opined that they have to wait for 5min to taken in for
vehicle service, 59% of respondents opined that they wait for 10min, 15% of
respondents opined that they wait for 15min and the remaining 8% opined that they
wait for 20min.
 94% of the respondents opined that they are satisfied with the person will attend
and the rest of the respondents 6% respondents are not satisfy with the person who
will attend & accept the vehicle.
 63% of the respondents said that service center staff is good, 33% of the
respondents said that average, and only 4% of the respondents said that service
center staff is poor.
 23% of the respondents opined the charges for services are high cost and 77% of the
respondents opined that they are average, only 0% of the respondents opined that
they are low cost.
 11% of the respondents are opined that the availability of genuine spare parts are
excellent, 76% of the respondents are opined that they are good, 11% of the
respondents are opined that they are average, only 2% of the respondents are
opined that they are poor.
44
 87% of the respondents are satisfied with the warranty service provided by the
showroom, 2% of the respondents are Dissatisfied, only 11% of the respondents
average.
 78% of the respondents opined that they prefer post warranty service at showroom
workshop and only 22% of the respondents opined that they prefer post warranty
service at local garage.
 11% of the respondents opined that they have to wait for 5-10min to take delivery
of vehicle, 60% of respondents opined that they wait up to 10-15min, 24% of
respondents opined that they wait up to 15-30min and the remaining 5% opined
that they wait up to 30-60min.
 82% of the respondents opined that authorize service center availability in Bajaj is
nearby and only 18% of the respondents opined that authorize service center
availability in Bajaj is far side.
 1% of the respondents opined that satisfaction towards Bajaj motors is 0-25%, 10%
of the respondents opined that satisfied 25-50%, 75% of the respondents opined
that satisfied 50-75%, and only 14% of the respondent opined that satisfied 75-100%
 7% of the respondents are highly satisfied with the Bajaj performance when
compare to other companies, 90% of the respondents are Satisfied, 2% of the
respondents are dissatisfied, and only 1% of the respondents are highly dissatisfied.
 5% of the respondents are highly satisfied with the overall service experience at this
dealership, 84% of the respondents are Satisfied, 3%of the respondents are
dissatisfied, only 8% of the respondents are Neither satisfied nor Dissatisfied.
45
6.2 SUGGESTIONS
 HAROON motors should provide clear explanation of service performed and charges
at the time of delivery to the customers more effectively.
 HAROON motors increase their branches by established two more branches in
KADAPA city.
 Effective customer’s service method should be improved more.
 Quality of service and brand image is the only criterion that is attracting customers
so HAROON Motors has to maintain its quality of service and brand image
consistently
 The key to customer’s retention is customer’s satisfaction, so company, should
consistently focus on to improve the level of customer’s satisfaction.
6.3 CONCLUSION
 In the present scenario two wheeler industry competition level is very high. So two
wheelers industries wants to make changes in technology in every movement of
future. Bajaj Bike overall performance is good in knowing consumer behavior with
different trends. They seeking new technology affordable price based and also the
mileage of the bike is main role in two wheeler industries.
46
CHAPTER-7
BIBLIOGRAPHY
S.NO NAMES OF THE BOOKS AUTHOR
1 Services marketing HELENWOODRUFF,
VARIE,A.ZEITHMAL,
MARY JO BITNER.
2 Marketing management PHILIP KOTLER
3 Marketing research D.D.SHARMA
4. WEB SITE REFERRED - www.bajajauto.com
www.bikedekho.com/bajaj.html
47
CUSTOMER SATISFACTION
SURVEY DONE FOR HAROON BAJAJ-2 WHEELERS
DEALER NAME: HAROON MOTORS TOWN: KADAPA CODE: d10649
DATE : _______________
CUSTOMER PROFILE
NAME :
MALE/FEMALE : AGE :
OCCUPATION : MOBILE NUM :
ADDRESS :
VEHICLE PROFILE
PRODUCT : BAJAJ MODEL :
VEHICLE REGN. NO :
QUESTIONNAIRE:
1. Why did you prefer Bajaj bike?

a) look style b)mileage c)price d)all the above
2. Which factor influenced to buy Bajaj bike?

a) Advertisement b)Friends&Relatives
c) Marketing people d) Consultants
3. Have you received a service remainder call before visiting for

service?
a) Yes b) No
4. How long did you wait for taken-in for vehicle service?
a) 1hour b) 2hour c) 3hours d) more than 3 hours
5. Do you think the person who attend to you and accepted your
vehicle for service was able to understand the vehicle issue & also
answered all your queries appropriately?
a) Yes b) No
48
6. The service center staff knowledgeable, courteous and polite?

a) Good b) Average c) Poor
7. Your opinion about service charges?

a) High cost b) Reasonable c) Low cost
8. What is your opinion related to availability of genuine spare parts?

a) Excellent b) good c) average d) poor
9. Are you satisfied with the warranty & service provided by the
showroom?
a) Satisfied b) dissatisfied c) average
10.Did you prefer post warranty service at showroom workshop (or)

local garage?
a) At showroom workshop b) At local garage
11.Did you have to wait for a long time (in min) when you went to
take delivery of your vehicle?
a) 5-10 b)10-15 c)15-30 d)30-60
12.What would you say about authorize service center availability in

Bajaj?
a) Near by b) far side
13.What is your level of satisfaction towards Bajaj motorcycle

performance?
a) 0-25% b) 25-50% c) 50-70% d) 70-100%
14.Comparison to other companies with Bajaj performance?

a) Highly satisfied b) satisfied
b) c)Dissatisfied d)Highly dissatisfied
15.Based on your overall service experience at dealership?

a) Highly satisfied b) satisfied
c) Dissatisfied d) neither satisfied nor dissatisfied
49
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A Study on Customer Satisfaction

Satisfaction is a customer’s fulfillment response. It is a judgment that a product or service

Some researchers completely avoid “satisfaction” as a measurement objective

Instead, they focus on the customer’s entire experience with an organization or

 The automobile industry in India actually began about 400years ago.

 Next invent mini-bikes, scooters and mopeds.

History of two wheelers:

The Britannica Encyclopedia describes a motorcycle as a bicycle or tricycle propelled

Increased disposable income- more families graduating to threshold level of income,

Two Wheelers in India

AUTOMOBILE INDUSTRY ECONOMY

AUTOMOBILE INDUSTRY provides a wide range of consumables and accordingly the

COMMON AUTOMOBILE PRODUCTS

MARKET POTENTIALITY OF AUTOMOBILE INDUSTRY

LEADING AUTOMOBILE COMPANIES

The companies in the group are:

RAHUL BAJAJ—CHAIRMAN OF BAJAJ & MEMBER OF PARLIAMENT

RAJIV BAJAJ- MD & CEO OF BAJAJ AUTO

 Bajaj Auto Ltd. Bajaj Finance Ltd.

 Madhur Securities Pvt. Ltd.

THE HISTORY OF BAJAJ

 Registered Head Office and Manufacturing Plants

Bajaj Auto Ltd.

BAJAJ MAIN DEALER PROFILE (HAROON MOTORS)

THE HISTORY OF HAROON MOTORS:

2004:- SUB DEALERSHIPS STARTED

2005:- SUB DEALERSHIPS STARTED

2006:- SUB DEALERSHIPS STARTED

RAILWAY KODUR – A.S.C. (operating FROM 2006 through HAROON BAJAJ-KADAPA)

2007:- SUB DEALERSHIPS STARTED

2008:- SUB DEALERSHIPS STARTED

2010:- SUB DEALERSHIPS STARTED

 T.SUNDDU PALLI – R.S.O

2011:- SUB DEALERSHIPS STARTED

2013:- SUB DEALERSHIPS STARTED

HAROON motors 2 branches in KADAPA city

1. At madras road, beside PALLEM PAPAIAH street

HAROON Bajaj as a group of companies:

The name given as “HAROON SUPER BIKES”

 Registered head office and manufacturing plant @ Pune.

 Main dealership : Haroon Motors, Almaspet , Kadapa-516001,A.P.

 To be No.1 Dealer of Bajaj 2-wheeler (product) in Andhra Pradesh.

SHOW ROOM ORGANISATION STRUCTURE:

Managing Director ( S B AMZATH BASHA)

Managing Partner ( S B AHAMAD BASHA)

General Manager (S. CHAND BASHA)

Executives Sub dealers Asst. Works

ORGANISATION STRUCTURE CURRENT (HAROON BAJAJ – KADAPA)

CUSTOMER CARE SUPERVISORS BILLING SECURITY

1. 30 days (or) 750 km

FACILITIES AT HAROON BAJAJ

Special customer care cell for complaints and feedbacks

REVIEW OF THEORETICAL FRAMEWORK

Customer satisfaction generally means creating awareness about a product that it

Creating satisfaction among customers is the most difficult task in marketing.

The only way of creating awareness among customers could be advertising.

Information is considered to be most valuable resource in the present economy and

Comprehension is dependent on the customers’ ability to reason with information.

In marketing a customer’s attitude towards a brand is a function of his beliefs about

The Post Purchase Dissonance

OBJECTIVES OF THE STUDY

 To Measure the level of satisfaction among the customers.

RESEARCH DESIGN : Descriptive