A

SUMMER TRAINING REPORT

ON

CONSUMERS SATISFACTION at

For The Partial Fulfillment of Bachelor of Business Administration 2011-13

SUBMITTED TO :BY:Jiwaji University, Gwalior SUBMITTED A il !"res#i BBA $ Se%ester

GI&TS G'OU( O) I*STITUTIO*S ,

G+A,IO'
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Shivpuri Link oad LAS!"A #$AL%& Tel' (1-)*1-2++,,01- 02- 03 .mail' infor@gicts.org $e/site' 00012icts1or21

DECLARATION

This is to declare that the Summer Training Report has been accomplished by me and being submitted in partial fulfillment of requirement for the award of the Degree of Bachelor of Business

Administration from G !TS Group of nstitution affiliated to "iwa#i $ni%ersity& Gwalior. The wor' has not been submitted by me anywhere else for the award of any degree or diploma. All source of information are based on my on training e(perience and learning.

3ate' Place'

Adil Qureshi
BBA 4 Semester

CERTIFICATE

This is to certify that 5 1 Adil Qureshi Student of BBA ) Semester of #%6TS #roups of 6olle2es has successfully completed his Summer Training dated from *+ days and this report is submitted by ,er for the completion of the training requirement under my guidance and super%ision.

3ate ' Place'

788888888819

ACKNOWLEDGEMENT
It is -reat .leas"re /or %e to ."t on re0or %y a..re0iation an -ratit" e towar s (ro/1Sye A22as 3asan (la0e%ent an Trainin- &oor inator GI&TS Gro". o/ &olle-e, Gwalior1 My s.e0ial t#an4s to %y res.e0te /a0"lty 888888881 /or #er val"a2le s"..ort an s"--estions /or t#e e5e0"tion o/ S"%%er Trainin-1 I t#an4 #er /or t#e ri-#t ire0tion an .rovi in- in."ts /or t#e 0o%.letion o/ %y s"%%er trainin- .roje0t1

3ate' Place'

ADIL QURESHI
BBA 4 Semester

6&:T.:T

11 6ompan; profile 21 %ntroduction &f Topic 31 Literature evie0 +1 esearch 5ethodolo2; esearch 3esi2n esearch 5ethods esearch &/<ective

1-1) 1, 1( 20-21

*1 3ata Anal;sis = Presentation Statistical tools- Avera2e 5ethod #raphical Presentation = %nterpretation >1 Findin2s )1 6onclusion ,1 Su22estion (1 Limitation 101 Bi/lio2raph; 111 Anne?ure @ Auestionnaire

22-31

32 33 3+ 3* 3> 3)-3(

!%ST& B &F BACAC ADT&'-

6ompan; !istor;'
Ba#a# Auto -imited is ndia.s largest manufacturer of scooters and motorcycles. The company generally has lagged behind its "apanese ri%als in technology& but has in%ested hea%ily to catch up. ts strong suit is high/%olume production0 it is the lowest/cost scooter ma'er in the world. Although publicly owned& the company has been controlled by the Ba#a# family since its founding.

&ri2ins
The Ba#a# Group was formed in the first days of ndia.s independence from Britain. ts founder& "amnalal Ba#a#& had been a follower of 1ahatma Gandhi& who reportedly referred to him as a fifth son. .2hene%er spo'e of wealthy men becoming the trustees of their wealth for the
9

common good "amnalal.s death.

always had this merchant prince principally in mind&. said the 1ahatma after

"amnalal Ba#a# was succeeded by his eldest son& 34/year/old 5amalnayan& in 67*3. 5amalnayan& howe%er& was preoccupied with ndia.s struggle for independence. After this was achie%ed& in 67*4& 5amalnayan consolidated and di%ersified the group& branching into cement& ayur%edic medicines& electrical equipment& and appliances& as well as scooters. The precursor to Ba#a# Auto had been formed on 8o%ember 37& 67*+ as 19s Bachra# Trading -td. t began selling imported two/ and three/wheeled %ehicles in 67*: and obtained a manufacturing license from the go%ernment 66 years later. The ne(t year& 67;<& Ba#a# Auto became a public limited company. Rahul Ba#a# reportedly adored the famous )espa scooters made by =iaggio of taly. n 67;<& at the age of 33& he became the ndian licensee for the ma'e0 Ba#a# Auto began producing its first two/wheelers the ne(t year. Rahul Ba#a# became the group.s chief e(ecuti%e officer in 67;: after first pic'ing up an 1BA at ,ar%ard. ,e li%ed ne(t to the factory in =une& an industrial city three hours. dri%e from Bombay. The company had an annual turno%er of Rs 43 million at the time. By 674<& the company had produced 6<<&<<< %ehicles. The oil crisis soon dro%e cars off the roads in fa%or of two/wheelers& much cheaper to buy and many times more fuel/efficient. A number of new models were introduced in the 674<s& including the three/wheeler goods carrier and Ba#a# !heta' early in the decade and the Ba#a# Super and three/wheeled& rear engine Autoric'shaw in 674; and 6744. Ba#a# Auto produced 6<<&<<< %ehicles in the 674;/44 fiscal year alone. The technical collaboration agreement with =iaggio of taly e(pired in 6744. Afterward& =iaggio& ma'er of the )espa brand of scooters& filed patent infringement suits to bloc' Ba#a#

scooter sales in the $nited States& $nited 5ingdom& 2est Germany& and ,ong 5ong. Ba#a#.s scooter e(ports plummeted from Rs 6>>.3 million in 67:</:6 to Rs +3 million ?@+.* millionA in 67:6/:3& although total re%enues rose fi%e percent to Rs 6.6; billion. =reta( profits were cut in half& to Rs ;> million.

:e0 6ompetition in the 1(,0s

"apanese and talian scooter companies began entering the ndian mar'et in the early 67:<s. Although some boasted superior technology and flashier brands& Ba#a# Auto had built up se%eral ad%antages in the pre%ious decades. ts customers li'ed the durability of the product and the ready a%ailability of maintenance0 the company.s distributors permeated the country. The Ba#a# 1/+< debuted in 67:6. The new fuel/efficient& +<cc motorcycle was immediately successful& and the company aimed to be able to ma'e ;<&<<< of them a year by 67:+. !apacity was the most important constraint for the ndian motorcycle industry. Although the country.s total production rose from 3;3&<<< %ehicles in 674; to ;<<&<<< in 67:3& companies li'e ri%al -ohia 1achines had difficulty meeting demand. Ba#a# Auto.s ad%ance orders for one of its new mini/motorcycles amounted to @+4 million. 2or' on a new plant at 2alu#& Aurangabad commenced in "anuary 67:*. The 67:;/:4 fiscal year saw the introduction of the Ba#a# 1/:< and the 5awasa'i Ba#a# 5B6<< motorcycles. The company was ma'ing +<<&<<< %ehicles a year at this point. Although Rahul Ba#a# credited much of his company.s success with its focus on one type of product& he did attempt to di%ersify into tractor/trailers. n 67:4 his attempt to buy control of Ahso' -eyland failed.

The Ba#a# Sunny was launched in 677<0 the 5awasa'i Ba#a# *S !hampion followed a year later. About this time& the ndian go%ernment was initiating a program of mar'et liberaliBation& doing away with the old .license ra#. system& which limited the amount of in%estment any one company could ma'e in a particular industry. A possible #oint %enture with =iaggio was discussed in 677> but aborted. Rahul Ba#a# told the Financial Times that his company was too large to be considered a potential collaborator by "apanese firms. t was hoping to increase its e(ports& which then amounted to #ust fi%e percent of sales. The company began by shipping a few thousand %ehicles a year to neighboring Sri -an'a and Bangladesh& but soon was reaching mar'ets in Curope& -atin America& Africa& and 2est Asia. ts domestic mar'et share& barely less than +< percent& was slowly slipping. By 677*& Ba#a# also was contemplating high/%olume& low/cost car manufacture. Se%eral of Ba#a#.s ri%als were loo'ing at this mar'et as well& which was being rapidly liberaliBed by the ndian go%ernment. Ba#a# Auto produced one million %ehicles in the 677*/7+ fiscal year. The company was the world.s fourth largest manufacturer of two/wheelers& behind "apan.s ,onda& SuBu'i& and 5awasa'i. 8ew models included the Ba#a# !lassic and the Ba#a# Super C(cel. Ba#a# also signed de%elopment agreements with two "apanese engineering firms& 5ubota and To'yo R D D. Ba#a#.s most popular models cost about Rs 3<&<<<. .Eou #ust can.t beat a Ba#a#&. stated the company.s mar'eting slogan. The 5awasa'i Ba#a# Bo(er and the RC diesel Auto ric'shaw were introduced in 6774. The ne(t year saw the debut of the 5awasa'i Ba#a# !aliber& the Spirit& and the -egend& ndia.s first four/ stro'e scooter. The !aliber sold 6<<&<<< units in its first 63 months. Ba#a# was planning to build its third plant at a cost of Rs * billion ?@666.; millionA to produce two new models& one to be de%eloped in collaboration with !agi%a of taly.

:e0 Tools in the 1((0s

Still& intense competition was beginning to hurt sales at home and abroad during the calendar year 6774. Ba#a#.s low/tech& low/cost cycles were not faring as well as its ri%als. higher/end offerings& particularly in high/powered motorcycles& since poorer consumers were withstanding the worst of the recession. The company in%ested in its new =une plant in order to introduce new models more quic'ly. The company spent Rs 4.+ billion ?@6:+ millionA on ad%anced& computer/controlled machine tools. t would need new models to comply with the more stringent emissions standards slated for 3<<<. Ba#a# began installing Rs :<< catalytic con%erters to its two/stro'e scooter models beginning in 6777. Although its domestic mar'et share continued to slip& falling to *<.+ percent& Ba#a# Auto.s profits increased slightly at the end of the 6774/7: fiscal year. n fact& Rahul Ba#a# was able to boast& .1y competitors are doing well& but my net profit is still more than the ne(t four biggest companies combined.. ,ero ,onda was perhaps Ba#a#.s most serious local threat0 in fact& in the fall of 677:& ,onda 1otor of "apan announced that it was withdrawing from this #oint %enture. Ba#a# Auto had quadrupled its product design staff to +<<. t also acquired technology from its foreign partners& such as 5awasa'i ?motorcyclesA& 5ubota ?diesel enginesA& and !agi%a ?scootersA. .,onda.s annual spend on R D D is more than my turno%er&. noted Ruhal Ba#a#. ,is son& Sangi% Ba#a#& was wor'ing to impro%e the company.s supply chain management. A mar'eting e(ecuti%e was lured from T)S SuBu'i to help push the new cycles. Se%eral new designs and a doBen upgrades of e(isting scooters came out in 677: and 6777. These& and a surge in consumer confidence& propelled Ba#a# to sales records& and it began to regain mar'et share in the fast/growing motorcycle segment. Sales of three/wheelers fell as some states& citing traffic and pollution concerns& limited the number of permits issued for them. n late 6777& Rahul Ba#a# made a bid to acquire ten percent of =iaggio for @;+ million. The talian firm had e(ited a relationship with entrepreneur Deepa' Singhania and was loo'ing to

reenter the ndian mar'et& possibly through acquisition. =iaggio itself had been mostly bought out by a German in%estment ban'& Deutsche 1organ Grenfell ?D1GA& which was loo'ing to sell some shares after turning the company around. Ba#a# attached se%eral conditions to his purchase of a minority share& including a seat on the board and an e(clusi%e =iaggio distributorship in ndia. n late 3<<<& 1aruti $dyog emerged as another possible acquisition target. The ndian go%ernment was planning to sell its +< percent sta'e in the automa'er& a #oint %enture with SuBu'i of "apan. Ba#a# had been approached by se%eral foreign car manufacturers in the past& including !hrysler ?subsequently Daimler!hryslerA in the mid/677<s. Cmployment fell from about 3>&<<< in 677+/7; ?the year Ba#a# suffered a two/month stri'e at its 2alu# factoryA to 64&<<< in 6777/3<<<. The company planned to lay off another 3&<<< wor'ers in the short term and another >&<<< in the following three to four years.

Founder Eear of Cstablishment ndustry Business Group -istings D its codes =resence

"amnalal Ba#a# 673; Automoti%e / Two D Three 2heelers The Ba#a# Group BSC / !odeG +<<*7<0 8SC / !odeG BA"A"A$TH Distribution networ' co%ers +< countries. Dominant presence in Sri -an'a& Bangladesh& !olumbia& Guatemala& =eru& Cgypt& ran and ndonesia.

"oint )enture Registered D ,ead Hffice

5awasa'i ,ea%y ndustries of "apan A'urdi =une / *66<>+ ndia Tel.G I?76A/?3<A/34*43:+6
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Fa(G I?76A/?3<A/34*4>>7: 2or's A'urdi& =une *66<>+ Ba#a# 8agar& 2alu# Aurangabad *>66>; !ha'an ndustrial Area& !ha'an& =une *66+<6 C/mail 2ebsite rahulba#a#@ba#a#auto.co.in www.ba#a#auto.com

& #.:%SAT%&:AL ST D6TD . &F BACAC ADT& 5ana2ement Team

Rahul Ba#a# 1adhur Ba#a# Ra#i% Ba#a# =radeep Shri%asta%a Abraham "oseph 5 Srini%as R ! 1aheshwari Ra'esh Sharma Cric )as 5e%in = D.sa S Ra%i'umar AssuranceA Amrut Rath 8 , ,ingorani ! = Tripathi )ice =resident ?,uman ResourcesA )ice =resident ?!ommercialA )ice =resident ?!orporate Social ResponsibilityA ?!hairmanA )ice !hairman 1anaging Director !hief Hperating Hfficer !hief Technology Hfficer =resident ?1otorcycle BusinessA =resident ?!ommercial )ehicle BusinessA =resident ? nternational BusinessA =resident ?Retail FinanceA =resident ?FinanceA Senior )ice =resident ?Business De%elopment D

6ompan; Secretar;'". Sridhar !ompany Secretary

6ommittees of the Board'Shri 8anoo =amnani Shri S.,. 5han Shri D.". Bala#i Rao Shri 8aresh !handra !hairman 1ember 1ember 1ember

emuneration = :omination 6ommittee'Shri D.". Bala#i Rao Shri S.,. 5han Shri 8aresh !handra Shri Rahul Ba#a# !hairman 1ember 1ember 1ember

Board of 3irectors'Rahul Ba#a# 1adhur Ba#a# Ra#i% Ba#a# San#i% Ba#a# D.S. 1ehta 5anti'umar R. =odar She'har Ba#a# D.". Bala#i Rao ".8. Godre# S.,. 5han 1rs. Suman 5irlos'ar 8aresh !handra 8anoo =amnani 1anish 5e#riwal = 1urari 8ira# Ba#a# !hairman )ice !hairman 1anaging Director Director Director Director Director Director Director Director Director Director Director Director Director Director

ShareholdersE = %nvestorsE #rievance 6ommittee'Shri D.". Bala#i Rao Shri ".8. Godre# Shri 8aresh !handra Shri S.,. 5han
!hairman 1ember 1ember 1ember

5ission
6 focused on %alue based manufacturing 3 forecasting the team wor' D enhancing the capacity of the team > continual impro%ements * pollution free and safe en%ironment + total eliminate of wastes

4ision
To attained the world class C(cellency by demonstrating %alue added products to customer.

#oals
To catapult Ba#a# auto as countryJs largest automobile company.

BACAC # &DPS'-

Ba<a< 5otor Bikes

Ba#a# motor cycles& or motorbi'es& as such two wheelers are popularly called& gi%e great mileage& and are fancied by the young and speedy. Ba#a# bi'es include popular models li'e the Ba#a# =ulsar and the Ba#a# A%enger. Ba#a# 1otor cycles include

Ba<a< Platina

Platina 7((12) cc9 Ba#a# =latina is a leader in mileage D loo's in the 6<< cc class. The Ba#a# =latina is resplendent in =latinum sil%er colour and shiny chrome graphics enhanced by a contrasting matt blac' silencer and graphite/tinted engine. At the showroom& this bi'e costs around Rs. ><&<<< with an on/road price of around Rs. >+&+<< at Ahmadabad. This includes standard ancillary charges also. !urrently& Delhi has the lowest& and 1umbai the highest on/road prices for Ba#a# =latina. Ba#a# =latina bi'e prices %ary upon the two/wheeler dealer.s location.

Ba<a< F63

F63 712* cc9

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The Ba#a# K!D DTS/Si 63+ cc is easy to control& easy on the poc'et& and a good choice for a 63+ cc motorbi'e. The alloy wheel rims add flamboyance to the strong diamond frame body. The folding number plate is a cool idea and the electric start without a 'ic' wor's li'e a charm. At the showroom& this bi'e costs around Rs. *6&<<< with an on/road price of around Rs. *;&<<< at Ahmadabad. This includes standard ancillary charges also. !urrently& Delhi has the lowest& and 1umbai the highest on/road prices for Ba#a# K!D. Ba#a# K!D bi'e prices %ary upon the two/wheeler dealer.s location.

Ba<a< 3iscover

The Ba#a# Disco%er has two %ariants with 66< cc and 6>+cc engine. Ba#a# Disco%er targets the middle class two wheeler consumers with Ba#a# bi'e prices ranging from Rs. *;&<<< to Rs. ++&<<<. Ba#a# Disco%er %ariants include 3iscover 3TS-% 13* cc Ba#a# Disco%er 6>+ cc lies in between the 63+ cc and 6+< cc segments with an engine displacement of 6>*.36 cc. The Ba#a# Disco%er 6>+ cc is easy to control& easy on the poc'et& and a good choice between a 63+ cc and 6+< cc motorbi'e. At the showroom& this motorbi'e costs around Rs. *7&<<< and an on/road price of around Rs. +;&<<< at Ahmedabad. This includes standard ancillary charges also. !urrently& Delhi has the lowest& and 1umbai the highest on/ road prices for Ba#a# Disco%er DTS/ 6>+ cc. Ba#a# Disco%er DTS/ 6>+ cc bi'e prices %ary upon the two/wheeler dealer.s location.

Ba<a< Pulsar

Ba#a# 1otor Bi'es An e(tremely popular bi'e on the ndian roads& the Ba#a# =ulsar currently offers four %arieties the Ba#a# =ulsar 6+< cc&the Ba#a# =ulsar 6:< cc&the Ba#a# =ulsar 3<< cc&and the Ba#a# =ulsar 33<cc. Ba#a# =ulsar bi'es range in on road prices from around Rs. ;3&+<< to Rs. 7<&+<<. Pulsar 1*0 cc 3TS-i A combination of technology and engineering& Ba#a# =ulsar 6+< cc offers enhanced features li'e Digital Twin gnition Technology ?DTS/iA based engine& digital console& ride feel and chassis. 8ew motorbi'es in this series ha%e a showroom price ranging from around Rs. ++&<<< to Rs. ;>&<<< at Ahmadabad& which inclusi%e of all charges li'e insurance& octroi& RTH& etc. !urrently& Delhi has the lowest& and 1umbai the highest on/road prices for Ba#a# =ulsar 6+< cc DTS/i cc. Ba#a# =ulsar 6+< cc DTS/i cc bi'e prices %ary upon the two/wheeler dealer.s location. Pulsar 1,0 cc 3TS-i Ba#a# =ulsar 6:< cc DTS/ is a cool& mean machine using Digital Twin Technology gnition ?DTS /iA& Twin Spar' =lugs& gnition with Digital !D and a third generation Throttle Responsi%e gnition !ontrol System. This bi'e is now a%ailable at a showroom price of around Rs. +7&><< with an on road price of around Rs. ;4&<<< at Ahmadabad including supplementary statutory charges. !urrently& Delhi has the lowest& and Bangalore the highest on/road prices for Ba#a# =ulsar 6+< cc. Ba#a# =ulsar 6:< cc bi'e prices %ary upon the two/wheeler dealer.s location. Pulsar 200cc 3TS-i
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Ba#a# =ulsar 3<<cc DTS/i has a dash of style& speed and technology. ,a%ing an international sports bi'e loo'& Ba#a# =ulsar DTS/ has a split seat and se%eral parameter indicators ?oil9fuel9temperature etcA& 8itro shoc'ers& a third generation Throttle Responsi%e gnition !ontrol System and chiseled rear loo's. The =ulsar 3<<cc DTS/i is mean machine to ideally ta'e on a long winding road. 8ew bi'es in this series ha%e a showroom price ranging from around Rs. ;:&<<< to Rs. 4*&+<<& which inclusi%e of all charges li'e insurance& octroi& RTH& etc. !urrently& Delhi has the lowest& and Bangalore the highest on/road prices for Ba#a# =ulsar 6+< cc. Ba#a# =ulsar 6:< cc bi'e prices %ary upon the two/wheeler dealer.s location. Pulsar 220 cc 3TS-Fi Ba#a# =ulsar 33<cc DTS/Fi offers riding comforts and power that with elegant styling& design and technology. Ba#a# =ulsar 33<cc DTS/Fi has front9bac' dis' bra'es& tubeless tyres& fuel in#ection9oil cooled engine& 8itroK shoc'ers and other unique features that qualify the bi'e as smart D macho. At the showroom& this bi'e costs around Rs. :>&+<< and an on/road price of around Rs. 7<&+<< at Ahmadabad. This includes standard ancillary charges also. !urrently& Delhi has the lowest& and 1umbai the highest on/road prices for Ba#a# =ulsar 33<cc. Ba#a# =ulsar 33<cc bi'e prices %ary upon the two/wheeler dealer.s location.

Ba<a< Aven2er

Aven2er 73TSi9 Ba#a# A%enger ?DTSiA offers the ultimate cruiser e(perience. Hffering high stability and long cruising delights& Ba#a# A%enger ?DTSiA possesses wider saddle seat& special bac'rest besides 6:<cc powerful engine. t is targeted at the upper middle/class bi'e lo%ers. The A%enger now has a single %ariant& the Ba#a# A%enger priced at around Rs. 4<&<<<. This bi'e has a showroom
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price of around Rs. ;*&7<< and on/road price of around Rs. 46&+<<& at Ahmadabad& which is inclusi%e of all charges such as insurance& octroi& RTH& etc. !urrently& Delhi has the lowest& and 1umbai the highest on/road prices for Ba#a# A%enger. Ba#a# A%enger bi'e prices %ary upon the two/wheeler dealer.s location.

Ba<a< Scooter
n order to co%er other segments than motorcycles in the two/wheeler mar'et& Ba#a# has launched the Ba#a# 5ristal DTSi& an e(tremely fuel/economic scooter priced at around Rs. *<&<<<.

Ba<a< "ristal

"ristal 3TSi 7(* cc9 The Ba#a# Scooterette model Ba#a# 5ristal DTSi comes with Digital Twin Spar' gnition ?DTS/ iA technology and C(hausTC! technology. Ba#a# 5ristal DTS/i is targeted at college going girls who want good speed& comfort and fuel economy& helping them sa%e their poc'et money. At the showroom& this bi'e costs around Rs. >+&3<< with an on/road price of around Rs. *<&<<< at Ahmadabad. This includes standard ancillary charges also. !urrently& Delhi has the lowest& and Bangalore the highest on/road prices for Ba#a# 5ristal DTSi. Ba#a# 5ristal DTSi scooter prices %ary upon the two/wheeler dealer.s location.

Ba#a# Auto is one of the largest manufacturers and e(porters of two wheelers and three wheelers in ndia. Ba#a# is a %ery old ndian company and en#oys a traditional goodwill in the mar'et. Ba#a# bi'es and scooters ha%e their own fan following.

3%#%TAL T$%: SPA " %#:%T%&: 73TS%9

A :e0 evolution of T0in Spark in %161 .n2ine A con%entional * Stro'e engine has a Single Spar' =lug located at one end of the combustion chamber and hence the combustion is inefficient leading to sub optimal mileage and sub optimal performance D can e%en ha%e problems with oil flow. ,ence forth there was a requirement to change engines. design& fuelling& ignition& production and quality to achie%e the following ob#ecti%es. / / / / $niform power deli%ery in all operating conditions0 A high degree of dri%ability0 First rate standards of reliability0 -ong ser%ice life.

2ith a %iew to o%ercome the abo%e limitations a new patent was introduced that is 'nown as DTS/ technology D its use is increasing day by days.

%:T &3D6T%&: &F T&P%6

BrandG A name& term& sign& symbol& design or a combination of them intended to identify the goods or ser%ices of one seller and to differentiate them from those of competitors. BRA8D A2ARC8CSSG The act of creating =ublic awareness of a specific brand in order to ma(imiBe its recognition successful brand awareness strategic should define company uniqueness and set it apart from competitors. Luite simply if potential customers do not 'now about a company they will not purchase from it. !onsumers tend to ma'e purchasing decisions based on peer/recommendation and direct e(perience as well as traditional ad%ertisement method. Brand awareness strategies are used frequently albeit with differing le%els of success& these brand awareness strategy can include the use of ad%ertisement including banners sponsorship

L%T. ATD . .4%.$

This study was sponsored by the Ba#a# Automobiles !ompany. The main purpose of the study was in%estigated customer satisfaction and customer opinion regarding the ser%ices pro%ided by the Ba#a# Automobiles. The most widely accepted model of customer satisfaction is the e(pectancy disconfirmation. n this model when a consumerJs e(pectation of performances is met& the e(pectation is said to be confirmed. H%erall satisfaction is considered a multi attribute model in which o%erall satisfaction has multiple components. Carly satisfaction into satisfaction in%estigated satisfaction as a construct all product category in all mar'et. n a re%iew of consumer satisfaction anticipates that satisfaction %aries from one product category to another when he questioned. This suggests that the characteristic of an offering influence which aspects buyers use when ma'ing satisfaction #udgment.

.S.A 6! 5.T!&3&L&#B
The methodology of the study is usually related to the sub#ect or the issue that are being in%ested and its purpose. )arious techniques can be used in doing sur%eys to e(amine the customers of Ba#a# Two wheelers of Gwalior.

.S.A 6! 3.S%#:
Decision regarding what& where& when& how much by what means& concerning an enquiry or a research study& constitute a research design A RCSCAR!, DCS G8 is the arrangement of condition for collection and analysis of data in manner that aims& to combine rele%ance to the research purpose with economy in procedure. ,ere for research purpose descripti%e study is as we ha%e rele%ant information but the problem is to describe the relationship between mar'eting problem and the a%ailable information

.S.A 6! 5.T!&3.S
,ere for research wor' primary and secondary both research methods are used.

aA

Primar; method- t refers to the first hand original data collected by

in%estigators through obser%ation& e(periments and field sur%ey.

bA

Secondar; method/ t includes facts and figures which are already collected
by other indi%iduals and institutions.

cA

,ere primary data collected through field sur%ey and secondary data is collected through data sources pro%ided by the company.

SA5PL. 3.S%#:=opulation/ ,ere population is ta'en whole Gwalior region But due to cost constrains and time a%ailability a sample is ta'en.

SA5PL. S%G.
6<< respondentJs Bi'e users

.S.A 6! &BC.6T%4.S
,ere research is done with the following ob#ecti%es in the mind To 'now the mar'et share of Ba#a#. To 'now the perception of customers regarding bi'es. To determine the customers satisfaction regarding bi'es. To 'now their satisfaction le%el in term of ser%ice and miles. To 'now the performance of the Ba#a# in the Gwalior reason. To 'now that what else customer want and from Ba#a# two wheelers.

3ATA A:ALBS%S A:3 P .S.:TAT%&: TABL.' 1 DH1CST ! 1AR5CT S,ARC

=assenger )ehicles !ommercial )ehicles Three wheelers Two wheelers 6+.7;M >.7+M >.;M 4;.*7M

!hartG/ Accordin2 to %ncome

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Accordin2 to %ncome Below 6<&<<< Business man Doctors Students 3<M 3+M 4<M 6<&<<</6+&<<< *<M >+M 6+M 6+&<<</3<&<<< *<M *<M 6+M

Hut of 6<< responded 4<M personJs income is below than 6<&<<< and only *<M personJs income is abo%e then 6<&<<<.

6hart '- 5ost A0are area in #0alior

9

1y result is gi%en below G Area =osh Cducational nstitute Buseness 1ar'et ,isgh Rural Area :um/er 6+ 6< *< >< + Percenta2e 6+M 6<M *<M ><M +M

%:T. .P.TAT%&:' B; the anal;sis % conclude that a/out +0Hpeople in #0alior are a0are a/out the Ba<a< t0o 0heelers1thus1it is found that out of 100H onl; +0Hof /usiness market are coverd1 6!A T'- PD P&S. &F PD 6!AS. BACAC T$& $!..L. S

purpose For office use For personal use For #oy For other use

Percenta2e *<M 3+M 6+M 3<M

:o1 of users *< 3+ 6+ 3<

6hart - market shares of Ba<a< t0o 0heelers

5arket Share of t0o 0heelers

According to S A1 ?Society of ndian Automobile 1anufacturersA& the domestic mar'et share in 3<<:/<7 for two wheelers industry is 4;.*7Mwhich is highest when compared to the category wise mar'et share with passenger %ehicles& commercial %ehicles and three wheelers which has mar'et share of 6+.7;& >.7+ and >.; respecti%ely as shown in Table no.6

compan; T)S motor Ba#a# auto ltd. ,ero ,onda Hthers

Percenta2e 6:M 34M *6M 6*M

:o1 of users 6: 34 *6 6*

6hart' - 5odels mostl; preferred /; the customers

5odel platina disco%er pulsar

percenta2e >+M *+M 6+M +M

:o1 of users >+ *+ 6+ +

other

6!A T'- F.6T& S %:FLD.:6. T!. PD 6!AS. &F BACAC B%".

=rice 1ileage Resale %alue Status symbol

*+M *<M 6<M +M

6hart' - Factors 0hich are mostl; like in Ba<a< t0o 0heeler

mileage price =ic'/up maintenance -oo'9shape 4<M 4M 6<M 6<M >M 4< 4 6< 6< >

6hart' - A0areness medium

8ews paper Tele%ision 1agaBine Friends9Relati%e 3<M *<M 6<M ><M 3< *< 6< ><

6hart' - 6ustomer satisfaction to Ba<a<

People ,ighly satisfied Satisfied Dis satisfied

:um/er 4< 3+ +

Percenta2e 4<M 3+M +M

F%:3%:#S

1ostly daily users of bi'es must buy the Ba#a# bi'es due to the high mileage. Eoungsters buy the mostly Ba#a# pulsar& Ba#a# a%enger& due to the stylistic loo'. Ba#a# bi'es mostly purchase by the %illagers due to the low prices. Ser%ice class person mostly purchase the 6<<cc bi'e of Ba#a# ?disco%erA due to the high mileage and better resale %alue.

6&:6LDS%&:

6. 1ost of the =ulsar& A%enger are purchased by young generation 6: to >< because they prefer stylish loo's and rest of the models of Ba#a# are purchased more by daily users who needs more a%erage of bi'es than loo's. 3. Ba#a# is considered to be most fuel/efficient bi'e on ndian roads. >. Ser%ice D Spare parts are a%ailable throughout ndia in local mar'ets also. *. 2hile buying a motorcycle& economy is the main consideration in form of maintenance cost& fuel efficiency. +. 1a#ority of the respondent had bought their motorcycle more than >years

SD##.ST%&:

6. Ba#a# should introduce some more models ha%ing more engine power .3.Ba#a# should thin' about fuel efficiency in case of upper segment bi'es. >. 1ore ser%ice centers should be opened *. 1aintenance cost and the a%ailability of the spare parts should also be gi%en due importance. +. They also introduce some good finance9discount schemes for students. ;. The price should be economic

L%5%TAT%&:

6. Research wor' was carried out in one Distt of 1.=. ?G2A- HRA only the finding may not be applicable to the other parts of the country because of social and cultural differences. 3. The sample was collected using conni%ance/sampling techniques. As such result may not gi%e an e(act representation of the population. >. Shortage of time is also reason for incomprehensi%eness. *. The %iews of the people are biased therefore it doesnJt reflect true picture

Bi/lio2raph;

Te?t Book S0#i//%an ,1G1an 6an"4 ,1,1, &ons"%er Be#avior, (renti0e 3all, 9t# E ition1 S#ar%a D1D1, Mar4etin- 'esear0#, S"ltan &#an 7 Sons1

Bro0#"res o/ Bajaj two w#eelers1

$e/ site0001/a<a<1com 0001t0o0heelers1com

AD.ST%&::A .

8A1CG / NNNNNNNNNNNNNNNNNN

!H8TA!T 8H NNNNNNNNNNNNNNN.

AGCG/ 6+/3< 3</3+ 3+.>< Abo%e ><

H!!$=AT H8G/ Businessman Cmployee Student Hther

L6A in which Family ncome do you FallO 6<<<</6+<<< 6+<<</3<<<< 3<<<</3+<<< Abo%e 3+<<<s

L3A 2hich Bi'e do you ha%eO ,ero ,onda Ba#a# Any Hther

L>A For what purpose do you use your 1otor Bi'eO

Hffice =urpose

=ersonal =urpose "oy =urpose

Hther

L*A 2hich factor below influence your decisionO =rice Status Symbol 1ileage Luality Resale )alue

L+A 2hich 1odel do you ha%eO pletina Disco%er =ulsar Hther

L+A how do you come to 'now about this 1otor Bi'eO

8ewspaper

Tele%ision

1agaBines

Friends9Relati%es

L;A Does Ad%ertisement nfluence your decision in choosing a 1otor Bi'eO Ees 8o canJt say

L4A Do you ha%e full 'nowledge about Bi'es before buyingO Ees 8o

L7A ,ow would you rate the following factors of bi'es with respect to different companiesO

1ileage mage

=rice

=ic' up

1aintenance

-oo'9Shape Brand

L6<AAny Suggestions for company NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN DateG ?SignatureA