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TRANSCRIPT
1. INTRODUCTION:
In the today’s stiff competition between all industries. Two wheeler
Industries facing nick to nick competition with competitor. Even though
Hero Honda is No 1 in world but Bajaj is though competition by way of
technology, price & quality. As in past Bajaj ruled for 4 decade in two
wheeler industry. But know days Hero Honda adopting
New technology due to that all two wheeler company upgrading them in
two wheeler industries in that Bajaj is giving stiff competition.
As in India all medium class customers looking for better mileage then
looks & style, Bajaj is providing them thoughts facilities.
The report is on “Customer Perception Towards BAJAJ CT-100 at
PAREKH AUTO (Dealer), Bijapur” to know the attitude towards while
buying Bajaj CT-100 & to know effective of CT-100 Ad &
price.
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2. OBJECTIVE OF THE STUDY:
To know the customer perception towards the BAJAJ CT-100. To find out
the factors which are highly influenced on the perception of the customer. To
analyze the customers behavior regarding the price of the BAJAJ CT-100.To
know the main factors influencing the customers to purchase the BAJAJ CT-
100.To know the most effective advertising media of the BAJAJ Two
wheelers. To find the problems faced by the customer regarding the
performance of the BAJAJ CT-100.
3. METHODOLOGY:
The information was colleted by conducting market research through the
method of filling the questionnaires by the selected customers. The
sample size takes is 100 customers. And related information was
collected from the company manuals and Internet sites.
4. ANALYSIS:
It was based on the result of the questionnaire and personnel interview.
These were accompanied by their respective graphs to facilitate easy and
quick understanding of the information.
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5. CONCLUSION:
This survey on customer’s perception towards BAJAJ CT-100 helped me
to understand various patterns of buyer behavior. It also enhanced by
knowledge regarding various factors, which influence the buyer behavior.
The analysis of the survey helped me to identify certain loopholes, which
can be removed by taking certain immediate steps.
6. RECOMMENDATIONS:
Some of the respondents are not satisfied with the quality of the BAJAJ
CT-100, weight and pickup of CT-100. So necessary steps should be
taken to rectify this problem.
70% of the respondents are satisfied with the BAJAJ-CT100 where as
30% of the respondents are dissatisfied. So this 70% of customer
satisfaction should reach to 100%.
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HISTORY OF TWO WHEELER INDUSTRY IN INDIA
The two-wheeler industry (henceforth TWI) in India has been in existence since
1955. It consists of three segments viz., scooters, motorcycles, and mopeds. The
increase in sales volume of this industry is proof of its high growth. In 1971,
sales were around 0.1 million units per annum. But by 1998, this figure had
risen to 3 million units per annum. Similarly, capacities of production have also
increased from about 0.2 million units of annual capacity in the seventies to
more than 4 million units in the late nineties
The TWI in India began operations within the framework of the national
industrial policy as espoused by the Industrial Policy Resolution of 1956. (See
Government of India 1980, 1985, 1992). This resolution divided the entire
industrial sector into three groups, of which one contained industries whose
development was the exclusive responsibility of the State, another included
those industries in which both the State and the private sector could participate
and the last set of industries that could be developed exclusively under private
initiative within the guidelines and objectives laid out by the Five Year Plans
(CMIE, 1990). Private investment was canalized and regulated through the
extensive use of licensing giving the State comprehensive control over the
direction and pattern of investment. Entry of firms, capacity expansion, choice
of product and capacity mix and technology, were all effectively controlled by
the State in a bid to prevent the concentration of economic power. However due
to lapses in the system, fresh policies were brought in at the end of the sixties.
These consisted of MRTP of 1969 and FERA of 1973, which were aimed at
regulating monopoly and foreign investment respectively. Firms that came
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under the purview of these Acts were allowed to invest only in a select set of
industries.
This net of controls on the economy in the seventies caused several firms to a)
operate below the minimum scale of efficiency (henceforth MES), b) under-
utilize capacity and, c)use outdated technology. While operation below MES
resulted from the fact that several incentives were given to smaller firms, the
capacity under-utilization was the result of i) the capacity mix being determined
independent of the market demand, ii) the policy of distributing imports based
on capacity, causing firms to expand beyond levels determined by demand so as
to be eligible for more imports. Use of outdated technology resulted from the
restrictions placed on import of technology through the provisions of FERA.
Recognition of the deleterious effects of these policies led to the initiation of
reforms in 1975 which took on a more pronounced shape and acquired wider
scope under the New Economic Policy (NEP) in 1985. As part of these reforms,
several groups of industries were delicensed and ‘broadbanding’5 was permitted
in select industries. Controls over capacity expansion were relaxed through the
specification of the MES6 of production for several industries. Foreign
investment was allowed in select industries and norms under the MRTP Act
were relaxed.
These reforms led to a rise in the trend rate of growth of real GDP from 3.7% in
the seventies to 5.4% in the eighties. However the major set of reforms came in
1991 in to a series of macroeconomic crises that hit the Indian economy in
1990-917. Several industries were deregulated, the Indian rupee was devalued
and made convertible on the current account and tariffs replaced quantitative
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restrictions in the area of trade. The initiation of reforms led to a drop in the
growth of real GDP between 1990 – 1992, but this averaged at
About 5.5% per annum after 1992.
The decline in GDP in the years after reforms was the outcome of devaluation
and the concretionary fiscal and monetary policies taken in 1991 to address the
foreign exchange crisis. Thus the Industrial Policy in India moved from a
position of regulation and tight control in the sixties and seventies, to a more
liberalized one in the eighties and nineties.
A description of the evolution of the two wheeler industry in India is usefully
split up into four ten year periods. This division traces significant changes in
economic policy making. The first time-period, 1960-1969, was one during
which the growth of the two-wheeler industry was fostered through means like
permitting foreign collaborations and phasing out of non-manufacturing firms in
the industry. The period 1970-1980 saw state controls, through the use of the
licensing system and certain regulatory acts over the economy, at their peak.
During 1981-1990 significant reforms were initiated in the country.
The final time-period covers the period 1991-1999 during which the reform
process was deepened these reforms encompassed several areas like finance,
trade, tax, industrial policy etc. We now discuss in somewhat greater detail the
principal characteristics of each sub period.
Advantages we offer Over a decades experience in automobile exports worldwide. Widest selection of products and brands. Close contacts and vast experience in the automobile trade. Complete logistics for air and sea shipments. Ability to supply single units or in 20' and 40' container loads.
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a) 1960 – 1969
The automobile industry being classified as one of importance under the
Industrial Policy Resolution of 1948 was therefore controlled and regulated by
the Government. In order to encourage manufacturing, besides restricting
import of complete vehicles, automobile assembler firms were phased out by
1952 (Tariff Commission, 1968), and only manufacturing firms allowed to
continue. Production of automobiles was licensed, which meant that a firm
required a licensing approval in order to open a plant. It also meant that a firm’s
capacity of production was determined by the Government. During this period,
collaborations with foreign firms were encouraged. Table 1 illustrates the fact
that most firms existing in this period had some form of collaboration with
foreign firms. Table 1 also gives the details of the various firms that existed in
the industry during this time period and the product/s they manufactured.
b) 1970 – 1980
This was a period during which the overall growth rate of the two-wheeler
industry was high (around 15% per annum). Furthermore, the levels of
restriction and control over the industry were also high. The former was the
result of the steep oil price hikes in 1974 following which two-wheelers became
popular modes of personal transport because they offered higher fuel efficiency
over cars/jeeps8. On the other hand, the introduction of regulatory polices such
as MRTP and FERA resulted in a controlled industry. The impact of MRTP was
limited as it affected only large firms like Bajaj Auto Ltd. whose growth rates
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were curbed as they came under the purview of this Act. However, FERA had a
more far-reaching effect as it caused foreign investment in India to be restricted.
In the motorcycle segment FERA did not cause technological stagnation9, as a
consequence of which, new products nor firms entered the market since this
segment depended almost entirely on foreign collaborations for technology. The
scooter and moped segments on the other hand were technologically more self-
sufficient and thus there were two new entrants in the scooter segment and three
in the moped segment.
c) 1981 – 1990
The technological backwardness of the Indian two-wheeler industry was one of
the reasons for the initiation of reforms in 1981. Foreign collaborations were
allowed for all two-wheelers up to an engine capacity of 100 cc. This prompted
a spate of new entries into the industry (Table 1) the majority of which entered
the motorcycle segment, bringing with them new technology that resulted in
more efficient production processes and products. The variety in products
available also improved after ‘broad banding’ was allowed in the industry in
1985 as a part of NEP.
This, coupled with the announcement of the MES of production for the two
wheeler industry11, gave firms the flexibility to choose an optimal product and
capacity mix which could better incorporate market demand into their
production strategy and thereby improve their capacity utilization and
efficiency.
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These reforms had two major effects on the industry: First, licensed capacities
went up to 1.1 million units per annum overshooting the 0.675 million units per
annum target set in the Sixth Plan. Second, several existing but weaker players
died out giving way to new entrants and superior products.
d) 1991 – 1999
The reforms that began in the late seventies underwent their most significant
change in 1991 through the liberalization of the economy13. The two-wheeler
industry was completely deregulated. In the area of trade, several reforms were
introduced with the goal of making Indian exports competitive.
The two-wheeler industry in the nineties was characterized by a) an increase in
the number of brands available in the market which caused firms to compete on
the basis of product features15 and b) increase in sales volumes in the
motorcycle segment vis-à-vis the scooter segment16 reversing the traditional
trend17.
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PROFILE OF BAJAJ AUTO LTD
The Bajaj group came into existence during the turmoil and the heady
euphoria of India’s freedom struggle. Jamnalal Bajaj, founder of the Bajaj, was
a confidant and disciple of Mahatma Gandhi, and was deeply involved in the
effort for freedom. The integrity, dedication, resourcefulness and determination
to succeed, which are Characteristic of the company today, are often traced back
to its birth during those long days of relentless devotion to a common cause.
Kamalnayan, the eldest son of jamnalal Bajaj, succeeded his father in
1942, at the age of twenty-seven. Putting the nation before business, he devoted
himself to the latter only after India achieved independence in 1947. But when
he did so he put his heart soul into it. Within a short while, he not only
consolidated the group, but also diversified into various manufacturing
activities, elevating the group to status it enjoys till today.
Rahul Bajaj today heads the group. He has been the chief executive
officer of Bajaj since 1968 and is recognized as one of the most outstanding
business leaders in India. As dynamic and ambitious as his illustrious
predecessors, he has been recognized for his achievements at various national
and international forums.
Bajaj motorcycle growth at 35% - continues at over twice the industry growth
rate (estimated) of 17%, taking Bajaj motorcycle market share to an all time
high of approximately 33.1% in February '06.
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The Bajaj CT 100 at 80,683 units continues to lead the price segment, as do the
Bajaj Pulsar DTS-i twins and the Bajaj Avenger DTS-i at 33,995 units in the
performance segment.
The Bajaj Discover twins at 58,761 units continue to experience greater demand
than supply.
Capacity expansion to 250,000 motorcycles / month by April '06 will coincide
with launch of a new value segment motorcycle during this month.
Strong 3-wheeler & Export performance is expected to be sustained in the
foreseeable future.
Bajaj Board was met on Friday 10th March '06, to consider sales and financial
targets for FY 07.
Bajaj Auto to launch a Rs. 1 Lakh Bike
Reports in the media are claiming that Bajaj Auto is testing a motorcycle, which
is expected to go on sale at a market price of around Rs. 1 Lakh. Interestingly,
Tata Motors on their part are working on developing an automobile around this
price tag. This goes on to show the complicated economy of our land. While
there is a strong consumer base for high performance expensive bikes, there are
tons of people who would be lured by a cheap 4-wheeler around the same price.
Bajaj Auto is learnt to be close to launching a 250cc motorcycle with a price tag
close to the magical mark of Rs 1 lakh. If everything goes on right, Bajaj is
expected to showcase this motorcycle at the upcoming Auto-Expo show in
January next year. Bajaj also manufacturers an Indian version of the previously
known as Kawasaki Eliminator called Bajaj Avenger.
- 14 -
Group Companies
Bajaj Auto is the flagship of the Bajaj group of companies. The group
comprises of 27 companies and was founded in the year 1926.
The companies in the group are:
Bajaj Auto Ltd. Mukand International Ltd.
Mukand Ltd. Mukand Engineers Ltd.
Bajaj Electricals Ltd. Mukand Global Finance Ltd.
Bajaj Hindustan Ltd. Bachhraj Factories Pvt. Ltd.
Maharashtra Scooters Ltd. Bajaj Consumer Care Ltd.
Bajaj Auto Finance Ltd. Bajaj Auto Holdings Ltd.
Jamnalal Sons Pvt. Ltd. Bachhraj & Company Pvt. Ltd.
Hind Lamps Ltd. Bajaj Ventures Ltd.
The Hindustan Housing Co Ltd. Bajaj International Pvt Ltd.
Bajaj Allianz General Bajaj Allianz Life Insurance
Insurance Company Ltd. Bombay Forgings Ltd.
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Bajaj Auto Ltd.
Chairman & Managing Director Rahul Bajaj
Vice Chairman Madhur Bajaj
Address Bajaj Auto Ltd. Akurdi, Pune 411035
Phone 27472851
Fax 020 - 27473398
E-mail [email protected]
Website http://www.bajajauto.com/
Business Manufacturers of Scooters, Motorcycles
and Three-wheeler vehicles and spare
parts thereof.
Mukand Ltd.
Chairman Rahul Bajaj
Managing Director Rajesh V. Shah
Managing Director Niraj R. Bajaj
Address Mukund Ltd. Bajaj Bhavan, Jamnalal
Bajaj Marg 226, Nariman Point, Mumbai
400 021
Phone 22021060 / 22021025
Fax 91-22-22021174
E-mail [email protected]
Website http://www.mukand.com/
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BOARD OF DIRECTOR
Rahul Bajaj (Chairman)
Madhur Bajaj(Vice Chairman & Whole-Time Director)
Rajiv Bajaj (Management Director)
Sanjiv Bajaj (Executive Director)
Kantikumar R. Podar (Director)
Shekar Bajaj (Director)
D. J. Balaji Rao (Director)
D. F. Mehta (Whole time Director)
J. N. Godrej (Director)
S. H. Khan (Director)
Miss Suman Kirloskar (Director)
Naresh Chandra (Director)
Nanoo Pamnani (Director)
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Tarun Das (Director)
Manish Kujniwal (Director)
AUDIT COMMITTEE
S. H. Khan (Chairman)
J. N. Godrej
Nanoo Pamnani
D. J. Balaji Rao
Naresh Chandra
SHARE HOLDERS AND INVESTORS GRIEVANCES COMMITTEE
D. J. Balaji Rao (Chairman)
J. N. Godrej
Naresh Chandra
- 18 -
Awards Achieved by Bajaj Auto
Product Award Year By
Bajaj Discover
DTS-i - Bike of
the Year 2005
2005 OVERDRIVE Awards 2005
Bajaj Discover
DTS-i -
Indigenous
Design of the
Year 2005
2005 OVERDRIVE Awards 2005
BAJAJ AUTO -
Bike Maker of
the Year 2004
2004 ICICI Bank OVERDRIVE Awards 2004
DTS-i
Technology -
Auto Tech of the
Year 2004
2004 ICICI Bank OVERDRIVE Awards 2004
Bajaj Pulsar
DTS-i Bike of
the Year 2004
2004 ICICI Bank OVERDRIVE Awards 2004
Wind 125 Two
Wheeler of the
Year 2004
2004 CNBC AUTOCAR Awards 2004
Wind 125 Bike
of the Year 2004
2004 Business Standard Motoring
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Bajaj Pulsar 180
DTS-i BBC
World Wheels
Viewers Choice
Two Wheeler of
Year 2003
2003 BBC World Wheels Award 2003
Bajaj Pulsar 180
DTS-i BBC
World Wheels
Award for Best
Two Wheeler
between
Rs 55,000 to Rs
70,000
2003 BBC World Wheels Award 2003
Bajaj Pulsar 150
DTS-i BBC
World Wheels
Award for Best
Two Wheeler
between
Rs 45,000 to Rs
55,000
2003 BBC World Wheels Award 2003
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Bajaj Boxer AT
KTEC BBC
World Wheels
Award for
Best Two
Wheeler under
Rs 30,000
2003 BBC World Wheels Award 2003
Bajaj Pulsar -
Motorcycle Total
Customer
Satisfaction
Study
2003 NFO Automotive
Bajaj Pulsar -
Bike of the year
2003 ICICI Bank OVERDRIVE Awards 2003
Bajaj Pulsar -
Most exciting
bike of the year
2002 OVERDRIVE Awards
Bajaj Eliminator
- Bike of the
year
2002 OVERDRIVE Awards
Bajaj Eliminator
- Most exciting
bike of the year
2001 OVERDRIVE Awards
- 22 -
Award Year By
All India Trophy for Highest
Exporter
1998-
99
EEPC
Focus LAC Award for
Outstanding Performance
1998-
99
India Trade Promotion
Organization
Export Excellence 1998-
99
EEPC
Certificate of Merit 1998-
99
India Trade Promotion
Organization
Award for Export Excellence 1997-
98
EEPC
Export Excellence 1997-
98
MCCIIA
All India Trophy for Highest
Exporter
1997-
98
EEPC
Top Exporter Shield - Western
Region
1996-
97
EEPC
Export Excellence 1996-
97
MCCIA
Regional Top Exporter - Large
Scale Manufacturer
1995-
96
EEPC
Highest Export Performance 1995-
96
EEPC
Outstanding Export
Performance
1995-
96
Government of India, Ministry
of Commerce
Export Excellence Award 1995- MCCIA
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96
Top Exporter Shield - Western
Region
1995-
96
EEPC
Certificate of Merit 1995-
96
Government of India, Ministry
of Commerce
Award for Export Excellence 1994-
95
EEPC
Regional Top Exporter - Large
Scale Manufacturer
1994-
95
EEPC
All India Special Shield -
Consumer Durables Exporter
1994-
95
EEPC
National Export award for
Outstanding Performance
1994-
95
Government of India, Ministry
of Commerce
Western Region Top Export
Award
1994-
95
EEPC
All India Special Shield -
Consumer Durables
1994-
95
EEPC
Regional Special Shield -
Capital Goods Category
1993-
94
EEPC
Award for Export Excellence 1993-
94
EEPC
Capital Goods Export 1992-
93
EEPC
Regional Special Shield -
Capital Goods Category
1990-
91
EEPC
Certificate of Export
Excellence
1986-
87
EEPC
- 24 -
Certificate of Export
Recognition
1980-
81
EEPC
Certificate of Export
Recognition
1979-
80
EEPC
Award for Export Excellence 1979-
80
EEPC
Certificate of Merit 1978-
79
Government of India, Ministry
of Commerce
Certificate of Export
Recognition
1978-
79
EEPC
Award for Export Excellence 1977-
78
EEPC
Certificate of Export
Recognition
1977-
78
EEPC
Export Promotion 1976 FICCI
Golden Jubilee Export Year
Award
1976 FICCI
Export Excellence 1975-
76
EEPC
Safety Award Year By
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Meritorious Performance in Industrial
Safety
for three consecutive years
2001 National Safety
Council
Certificate of Excellence 2001 National Safety
Council
Achieving Lowest Average Frequency
Rate
2001 National Safety
Award
Achieving Lowest Average Frequency
Rate
2000 National Safety
Award
Meritorious Performance in Industrial
Safety
for three consecutive years
2000 National Safety
Council
Achieving Longest Accident-free
Period under Heavy Engineering
Industries Group
1999 National Safety
Council
Meritorious Performance in Industrial
Safety
for three consecutive years
1999 National Safety
Council
Achieving Longest Accident-free
Period under Heavy Engineering
Industries Group
1998 Council of
Industrial Safety
Achieving Lowest Average Frequency
Rate
1998 National Safety
Award
Meritorious Performance in Industrial
Safety
for three consecutive years
1998 National Safety
Council
Achieving Lowest Frequency Rate 1997 Council of
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under Heavy Engineering Industries
Group
Industrial Safety
Achieving Longest Accident-free
Period under Heavy Engineering
Industries Group
1997 Council of
Industrial Safety
Longest Accident-free Period 1992 Council of
Industries,
Mumbai
Best Safety Performance 1989 CII
Longest Accident-free Period 1987 National Safety
Council
- 27 -
Milestones
2005
December Bajaj Dicsover launched
June Bajaj Avenger launched
February Bajaj Wave launched
2004
Sept/Oct Bajaj Discover DTS-i launched
August New Bajaj Chetak 4 stroke with Wonder Gear launched
May Bajaj CT100 Launched
January Bajaj unveils new brand identity, dons new symbol,
logo and brandline
2003
October Pulsar DTS-i is launched.
October 107,115 Motorcycles sold in a month.
July Bajaj Wind 125, The World Bike, is launched in India.
February Bajaj Auto launched its Caliber115 "Hoodibabaa!" in
the executive motorcycle segment.
2001
November Bajaj Auto launches its latest offering in the premium
bike segment ‘Pulsar’.
January The Eliminator is launched.
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PAREKH AUTO
ESTABLISHMENT:
On August 25th 2004, PAREKH Auto authorized dealer of Bajaj. The
Bajaj reasonal manager of the Karnataka and Goa inaugurated it at that time.
LAND:
Land plays an important role in the establishment of showroom. It is an
Important to start an organization or it is an important role to develop of the
Concern.
CORPORATE IDENTITY:
It means the company has its policy in respect of land, building, and
timing of showroom.
Factors to be considered before starting a showroom as per corporate identity.
1) LOCATION:
Location is very important because to know the number of vehicles in
that area, type of Customers and whether the highway or city’s well know
road is passing throughout the location or not.
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2) BUILDING:
Before constructing a building the following points are taken into
Account.
a) Nature of soil and foundation.
b) The level of ground.
3) MACHINERY:
To install the equipment’s improper place the lay out is drown. It is
depend the amount of capital and the space required in the
building.
4) LABOR:
The labors are the main pillars of any organization. The
effectiveness and efficiency of any organization depends upon the
selection of efficient workers.
5) COMPETITION:
Competition makes the organization to improve quality and better
service to customers.
6) WATERAND ELECTRICITY:
Water and electricity are necessary for workshop. It helps in
proving better servicing of vehicles.
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SPECIFICATON OF CORPORATE IDENTITY
1) The maximum width of showroom is 58 feet.
2) Inside the showroom up to 5 Grey color should be painted and above that
White Color.
3) Within the Grey color 3 strips of blue color must be drawn with Bajaj words
and symbol.
4) These 3 strips consist of 3 color
a) Sky blue
b) Light blue
c) Navy blue
5) These strips should not be disturbed means hanging of photo calendar or any
other thing should not be made on these 3 strips.
6) Every service station ( Work shop should be painted with Grey color up to 6
feet And above that white paint ).
7) They should hang on the details of Bajaj vehicles in service station means
Pictures of vehicle parts, details of spares, wiring diagram, etc.
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SORROUNDING AREA
PAREKH Auto is situated at such a place which is known for its
Business.
As well as known that the showroom is on the city’s most popular and
well known road i.e., B.L.D.E road which goes to the most popular B.L.D.E
hospital and Its college.
COMPITATORS:
a) Escort Yamaha (opposite to head post office)
b) TVS (Krishna automobile opposite Laxmi Temple m g road)
c) Kinetic Engineering (station road)
d) Hero Honda (adath bazaar)
ORGANIZATION
To provide better service to its customers the organization is
divided into the following section:
1) Sales
2) General insurance
3) Auto Finance from Ashoka Leyland
4) Two Workshops
5) Account Department
6) Spare parts section
7) Stores
- 33 -
WORKER’S SPECIFICATIONS
The number of worker’s working in the showroom is as follows :
Job specification Number o employees
Sales 6
Accountant 2
Clerk 1
General Insurance 1
Spare Parts 3
Supervisors 2
Head Mechanics 4
Assistant Mechanics 10
Manager for Workshop 1
Security 1
LABOR
It is also called as human resource. It plays an important role in case of
service oriented units. The efficient organization depends upon the selection of
efficient worker’s.
Labor’s are considered as pillars no the organization. So now a days
every organization is making a separate department called HRD to look after the
welfare of the worker’s.
1) Recruitment
2) Training
3) Incentives etc
- 34 -
RECRUITMENT
To perform the functions of sales, temporary registration, Insurance and
customer follow up the showroom requires skilled labors.
To recruit these candidates the PAREKH Auto has 2 sources
INTERNAL SOURCE
Internal source means the candidates are recruited by giving promotion to
existing persons the candidates are selected by way of promotion.
EXTERNAL SOURCE
External source means the candidates are chosen from the external world
with the help of press advertisement.
1) Advertisement
To make an open offer to all those who are well qualified and
experience, the showroom gives press advertisement about the
vacancy available.
2) Qualification
Depending upon their position The PAREKH Auto gives the
preference to the educational qualification.
- 35 -
3) Experience
This is very important in case of mechanics. Mechanics should
have sufficient knowledge about 2 wheelers.
4) Application
Interested people can send their application to showroom. It
should reveal clear picture about person.
5) Interview
After the scrutiny of application the person will be called for
personal interview.
Showroom requires 2 types of labor
1) Showroom staff
3 salesmen
2 accountants
1 clerk
1 general insurance
1 auto finance
2) Mechanics
Effective service of a showroom depends upon the skilled and
experienced mechanics. They must be a diploma holder in automobile
or experienced in automobile field
- 36 -
TRIAINING PROGRAMS
BAJAJ AUTO is innovative in nature. It launches every now and then a
new vehicle to satisfy the customer according to marked fluctuation of 21 st
century. The mechanics of the showroom should also keep track with
company’s new vehicle. There arises the need for training.
Training is necessary not only to mechanics but also to showroom staff
like sales, customers follow up
So PAREKH Auto has divided the training programs into 2 parts
1) Showroom staff 2) Mechanics
Training to showroom staff involves
1) Sales men Training:
To give proper knowledge about how to approach, how to talk. How to
make body gestures with the customer’s, the company conducts the
salesman training. Besides these, the company’s expert salesman gives
suggestions about improvement, the visit each 60 days. These types of
training helps to mould a person behavior and communication skills.
2) Customer follows up training:
These training’s are conducted to give knowledge about the customers
follow up. These types of training help in converting
“Quotation” into “Purchase of vehicle”.
- 37 -
TRAINING TO MECHANICS
It has been divided into 2 types. They are
To showroom Mechanic:
PAREKH Bajaj will arrange training to its newly appointed
mechanics in other well-known service stations. Indi, Chadchan, Sindagi &
Horthi
To outside Mechanics:
Whenever the company the showroom launches a new vehicle will
conduct the mechanic meet where n local mechanics are also called to get
knowledge about new vehicle. Such as they conducted for BAJAJ CT100.
So for the showroom has conducted so many mechanics meet
1) Mechanics meet for the BAJAJ Discover
2) Mechanics meet for CT 100
3) Mechanics meet for Wave
- 38 -
FUNCTIONS OF SHOWROOM
The functions of showroom are:
1) CUSTOMER FOLLOWUP
Customer follow-up means it is a communication skill of showroom
which makes the customer to purchase the vehicle.
Procedure
a) Customer visit to showroom
When a customer visits this showroom to take quotation his name is
entered in the customer following up forms. These forms are store in the
file.
b) Follow up begins:
The customer follow up forms stored in files are kept in the rack, which is
divided in 3 parts.
The forms in the first part are opened on third day from the date of
quotation and attractive letter is written to the customer.
After writing the letter the forms are shifted to second part. The forms
are depending after 7 days and letter is posed to customer. Once again
the forms are shifted to third party. The forms are opened after 11 days at
this time showroom send one person to meet customer directly. If the
customer is local resident having with phone then he is contacted on
phone.
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2) SALES:
The person intending to purchase the vehicle will visit the showroom
And makes the Selection of vehicle. The sales manager writes the
customer name and address in Invoice and vehicle is left to the
customer.
After filling the information coupon he send the vehicle for pre delivery
in section. If it founds ok in pre delivery inspection report the key of the
vehicle is handed over to the customer.
3) BILLING:
On the day when the vehicle is taken the invoice is prepared in 3 copies,
first copy is in white color, second copy is in yellow, third copy is in
yellow, third copy is in white color.
If the purchase of vehicle is for cash both original and duplicate copy is
given to customer. But if there is hypothecation is bank then original
copy of invoice and one key is given to bank duplicate copy is given to
customer and 3rd copy is retained with showroom.
4) INSURANCE:
Before giving the delivery of the vehicle it should be insured. The
insurance policy is called as comprehensive policy. It meant if the vehicle
met with any accident of fire the vehicle owner will be indemnified by
the insurance company.
Procedure
1) Proposer has to fill the proposal form.
- 40 -
2) Both proposal and duplicate sale certificate is given to insurance
company
3) Insurance company will in turn give a cover note.
The policy is valid foe1 year. This policy has to be renewed every year
by the concerned party.
5) TEMPORARY REGISTRATION:
It is done in order to refer when the party goes for permanent registration.
It is valid for only 23 days from the date of applied after purchasing the
vehicle.
The party has to go for permanent registration after 28 th day. Otherwise
they will be convicted to fine of Rs. 250 for next 28 days. Even after
extra 28 days the party has registered then RTO will put fine of 1.1% to
2% of Rs. 20+265 for next 28 days.
Procedure
1) Two copies of sale certificate is prepared
2) Along with this form no. 18 is given to RTO for temporary
registration.
3) RTO will assess the forms and issues one temporary registration
certificate in form 19.
LOAN
- 41 -
The financial facility is extended to the employees of state Government
who desire to purchase two wheelers from PAREKH AUTO previously
this facility was extended by MSIL. Ashok Leyland Finance is now
rendering home finance. The central government employees and
employees of KSRTC can’t avail this facility. Besides this salary
certificates they should bring one granter from their side to complete the
legal procedure.
WORKSHOP
It is a place where the service of the vehicle takes place. To run this
PAREKH Auto has recruited some labors. They are
MECHANICS - 10 MEMBERS
HELPERS - 02 MEMBERS
SUPERVISORS - 01 MEMBER
SPARES SECTION - 03 MEMBERS
To provide quick and effective service PAREKH Auto has allotted the work
to the mechanics
3 – Mechanics for CT100
2 – Mechanics for Discover
3 – Mechanics for Pulsar
2 – Mechanics for Wave
RESPONSIBILITIES AND DUTIES OF SUPERVISOR
- 42 -
1) To write the problems of customers in the job card.
2) To take care of the customer until the vehicle is ready.
3) To maintain warranty claim register.
4) To give proper instructions to mechanics.
5) To make final testing of vehicle.
PROCEDURE OF SERVICING
When a customer enter the workshop with vehicle. His vehicle problem is
entered in the job card.
In the job card the name, frame number and engine number of the vehicle and
problems of vehicle are entered and supervisors receive the key and ask the
customer to come after few hours.
Tool Kits in Workshop
1) Spanner from 6 no. To 32 no. – 5 kits
2) Box spanner from 8 to 32 no. – 5 kits
3) Cutting player stand by – 1
4) Nose player stand by – 1
5) Lock plucked stand by – 1
6) Mockey player stand by – 1
7) Wire cutter stand by – 1
There are 8 sets of tools in PAREKH Auto. The PAREKH Auto also consists
of special tools for different vehicles. Which are enough in stock. The
company has its own generator for power disturbance problem.
- 43 -
AUTHORIZED SERVICE STATIONS OF PAREKH AUTOMOBILES
To increase the sales of BAJAJ vehicles PAREKH auto has established their
own authorized service stations in different area in Bijapur district. Now it has
5 authorized service stations at Indi, Muddebihal, Chadchan, Sindagi and Horti.
Procedure of appointing the authorized service station:
1) Press Advertisement:
They will first give advertisements about the establishment of the
service station in local newspaper the interested person will give their
application, which consists of:
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APPLICATION
Sub :
Bio data :
Specification about area :
Area of garage :
Surrounding area :
Number of workers available :
Details about manpower :
2) These applications are scrutinized and assessed to select the
proper Person for service station. They will give more preference
for the persons
a. Family background
b. Finance strength
c. Area of service station.
3) Selected person is called for interview to assess the person’s
behavior and characteristics because the person must be very
communicative.
4) After few days the selected person gets the “appointment letter”
Of service station.
- 45 -
FINANCE AND ACCOUNTS
The showroom maintains accounts of different sections on computer package
known as Tally, which is modified to suit their requirements.
1) In spare section
2) In account section
3) In workshop
The whole and sole work is looked after by the accountant
Shri. J. M MINTRE
- 46 -
2) Bajaj Pulsur DTS-I
Technical Specification of BAJAJ CT-100
Engine
Type 4 stroke
Cooling Type Air Cooled
Displacement 99.27 cc
Max Power 8.2 bhp( 6.03 kW) @ 7500 rpm
Max Torque 8.05 Nm @ 4500 rpm
Ignition Type C.D.I
Carburetor Keihin-Fie
Transmission Type 4 speed gear box
System 12 V, AC+DC
Head Light 35/35 W
Horn 12 V, DC
Chassis Type Tubular construction
Front Suspension Telescopic
Rear Suspension Swing arm type with dual co-axial springs (spring-
in-spring) and hydraulic shock absorbers
- 50 -
Front Tyre Size 2.75 x 17, 4/6 PR
Rear Tyre Size 3.00 x 17, 6 PR
Front Brakes Mechanical expanding shoe, Friction type
Rear Brakes Mechanical expanding shoe, Friction type
Fuel Tank Capacity 10.5 liters
Reserve Capacity 2.2 liters
Overall length 1945 mm
Overall width 770 mm
Overall height 1065 mm
Wheel Base 1235 mm
Kerb Weight 109 kg
- 51 -
REASONS FOR STUDYING CONSUMER PERCEPTION
Consumer or buyer is the central figure of all marketing activities. The
ultimate objective of marketing strategy is to provide marketing mix to bring
about desired response from the customers. Therefore, the study of consumer or
buyer behavior is the basis for marketing plans and policies.
The mind decides and the body acts but what goes in mind of consumer is
difficult to understand. His mind is a black box wherein several influences
operate to decide his buying patterns with regards to a product or service. The
marketers need to understand fully the working of buyer, mind and device
suitable strategies to create negative or favorable orientation in the mind or
consumers.
Therefore, the reason or studying consumer perception is diverse so, if we
study the behavior and if we satisfy the consumer, there is no breakdown of
using product in market and it lead to good market coverage in the future.
- 53 -
PROJECT TITLE:
“CUSTOMER PERCEPTION TOWARDS BAJAJ CT-100 AT PAREKH AUTO (DEALER), BIJAPUR”
OBJECTIVES OF THE STUDY
1) To know the customer perception towards the BAJAJ CT-100.
2) To find out the factors which are highly influenced on the perception of
the customer.
3) To analyze the customers behavior regarding the price of the BAJAJ CT-
100.
4) To know the main factors influencing the customers to purchase the
BAJAJ CT-100.
5) To know the most effective advertising media of the BAJAJ Two
wheelers.
6) To find the problems faced by the customer regarding the performance of
the BAJAJ CT-100.
- 54 -
SCOPE OF THE STUDY
The study was undertaken to gather information form the public about the
perception toward BAJAJ CT-100.
1) The study emphasizes on the customers perception BAJAJ CT-
100
2) To know the degree of customer satisfaction regarding BAJAJ
CT-100 and also the factors in which some of the customers
dissatisfied. To understand the yearning needs of the customer
to make necessary changes to fulfill the customer requirements.
3) Change of the customer taste and wants
- 55 -
METHODOLOGY OF RESEARCH
The research design chosen was descriptive in nature as it involved
effectiveness study to determine the customer perception towards BAJAJ CT-
100 since the population in Bijapur is very vast; it is difficult to carry out 100%
study with in a limited time period. Hence sample survey technique of method
was adopted for the study fieldwork was carried out to collect the necessary
data (through scheduled questions/personal interview).
- 56 -
MARKETING RESEARCH
Marketing Research according to American Marketing Association is defined as
“the function, which link the consumer, customer and public to the marketer
through information, information used to identify the define marketing actions,
monitor marketing performance and improve understanding of marketing as a
process.”
Marketing Research is systematic design collection analysis and reporting
of data relevant to a specific marketing situation facing an organization. Every
marketer needs research. Marketing research engage in a wide variety of
activities, ranging from market potential and market share studies, to
assessments of customer satisfaction and purchase behavior to studies of
pricing, product, distribution and promotion activities.
Although most large companies have their marketing research
departments, they often use outside firms to do special research takes as special
studies. A company with no research department hasn’t bought the series of
research firms.
- 57 -
STEPS IN RESEARCH DESIGN PROCESS
The below diagram explains the research design process:
- 58 -
Select the measurement techniques
Estimation of value of information to the provided by the research
Select the data collection method
Select the sample
Define the Research problem
Select the analytical approach
Specify the time and the financial cost
Evaluate the ethics of the report
Prepare the research proposal
CUSTOMER PERCEPTION
Introduction:
The term Customer Perception refers to the behavior that the consumer
display in purchasing, evaluating and disposing of product and service that the
consumer expect will satisfy the need. The study of consumer perception is the
study of how an individual make decision and perceive to spend his available
resources (time, money, effort) on consumption of related items.
We see, hear, listen and feel the external stimuli through the five sense
organs, organize the information and make meaning out of in this process,
interpreting stimuli is called perception.
Edvin Newmen in 1976 stated that “A consumer is a born every ten
seconds”. Therefore, it is important to know how he perceived and how the
consumer feels about the product in every span ten seconds. Thus human
behavior determined by one’s perception.
- 59 -
DETERMINANTS OF COSTOMER PERCEPTION
A marketer is always understood to know how Customer’s respond to
various marketing stimuli. The following are the determinants,
a. Product
Customers while buying something looks for product’s intrinsic
and extrinsic features quality, durability, design and packaging.
b. Price
Price is a significant factor while purchasing bike or any other
product. Some customers look for high priced goods and some
look for low priced goods. All these should match with the quality,
function, durability and other features of the products.
c. Place
Customers would like the product, which they wish to purchase; to
be available conveniently and at all places. So place is also an
important factor.
d. Promotion
When the product faces competition promotion activities play a
key role in the sales of the product as the product here is a bike
brand image is very important.
e. Brand Image
Customers definitely look at the brand image of the product in the
market as there lots of other brands; Customers would invariably
look for brand image of the product then purchase the product. So
brand image plays a prominent role.
- 60 -
Occupation
Occupation RespondentsBusiness
man25
Professional 15Students 20Others 40
Figure -1
INTERPRITATION
Majority of BAJAJ CT-100 customers are Businessman who
contribute for 35%, 25% are professionals, 20% students and remaining others.
- 62 -
Age of Customer
Age Respondents19-25 2026-35 4036-45 25
46 & above 15
Figure-2
Most of the respondents (Users of Bajaj CT-100 Vehicle) belong to the
age group of 26-35 is 40%, 20% Belongs to 15-25, 25% belongs to 36-45, and
the rest belong to the group of 46 and above.
- 63 -
Do you own any other two-wheeler before purchasing the BAJAJ?
Opinion Respondent
Yes 55No 45
Figure-3
Nearly more than half of the customers who now own BAJAJ CT-100
vehicle had used another vehicle before.
- 64 -
If yes, what model you had?
Model RespondentBAJAJ 25
HERO HONDA 10YAMAHA 5
TVS 10KINETIC 0OTHERS 5
Figure-4
Majority of the customers who buy BAJAJ CT-100 they had used BAJAJ
vehicle before, 10% belongs to Hero-Honda, 5% belongs to Yamaha, 10%
belongs to TVS and the rest belong to the others.
- 65 -
State the reason to change your two-wheeler?
Reason RespondentAfter Sale Services 10
Vehicle Performance 20Frequency of Repairs 15
Others 10
Figure-5
Majority of customer who changed their vehicle because of performance
of the vehicle, 10% after sale service, 15% frequency of repair and rest belongs
to others.
- 66 -
What made you to purchase CT-100?
Reason RespondentMileage 55Design 10Price 20
Maintenance 15Others 0
Figure-6
Majority of BAJAJ CT-100 vehicle users are very proud about its
mileage 55% & 10% of customers like its Design, 20% customers comfortable
with the price, 15% of customers like their vehicle for its maintenance.
- 67 -
What do you think about price range as compare to other vehicles in the
same segment?
Opinion Respondent
Very High 0
High 10
Normal 70
Low 20
Figure-7
Majority of the customer are satisfied with the price range as compared to other
vehicle in the same segment. 10% feel High, 20% feel low.
- 68 -
How do you come to know about this product?
Opinion RespondentFamily Members 10
Newspaper 25Friends 20
Television 45Others 0
Figure-8
From the above it can be observed that most of the respondents come to
know BAJAJ CT-100 by television advertisement, 10% by family members,
25% by newspapers and remaining 20% by friends.
- 69 -
Where do you use your CT-100?
Opinion RespondentCity 30
Outside City 25Both 45
Figure-9
The above data shows that 45% of them use their two-wheeler both city
and outside city, 30% of them travel within the city, 25% mainly outside the
city.
- 70 -
Are u satisfied with the performance of your CT-100?
Opinion RespondentYes 70No 30
Figure-10
The majority of respondents are satisfied with the performance of the
BAJAJ CT-100 is 70%. Only 30% are not satisfied.
- 71 -
If no Why?
Opinion RespondentMileage 0Pickup 10
Maintenance 5Others 15
Figure-11
Majority of BAJAJ CT-100 customers, 10% of customers feel pickup is
not good, 5% of customers feel maintenance is high and rest belongs to others.
- 72 -
You are satisfied with the variety of colors of CT-100 provided by the
company?
Opinion RespondentStrongly agree 20
Agree 30Neutral 25
Satisfactory 25Disagree 0
Figure-12
The colors of CT-100 provided by the Company, 20% of the respondents
strongly agree, 30% are Agree, 25 are Neutral, 25% satisfactorily, 0% are
disagree.
- 73 -
Do you want any additional features in BAJAJ CT-100?
Opinion RespondentYes 40No 60
Figure-13
From the above it can be observed that most of the respondents don’t
need additional features and 40% of the respondents they want additional
features in CT-100.
- 74 -
If yes what are those features?
Opinion RespondentPickup 5
Aesthetic look 5Wide tires 10
Others 20
Figure-14
The about chart shows that 5% customers want extra pickup, 5% of
customers need aesthetic look, 10% of customers need wide tires and remaining
belonging to others.
- 75 -
CT-100 is a quality product of BAJAJ Company.
Opinion RespondentStrongly agree 10
Agree 30Neutral 25
Satisfactory 25Disagree 10
Figure-15
10% of customers are strongly agree, 30% of the customers are agree,
25% of the customer are neutral, 25% of the customer satisfactory and
remaining are belongs to disagree.
- 76 -
Do you have any problem with the CT-100?
Opinion RespondentYes 30No 70
Figure-16
The majority of the people are not having the problem. 30% of customers
say they have problem with the bike.
- 77 -
If yes what are such problem?
Opinion RespondentLock system 5Suspension 10Head light 5
Others 10
Figure-17
5% of respondents say that they have problem with the lock system, 10%
respondent says suspension, 5% respondent says headlight and remaining
belongs to others.
- 78 -
Figure-18
The service provided by the dealer, 41% of the respondents strongly
agree, 32% are Agree, 24% satisfactorily, 3% are disagree.
- 79 -
Figure-19
Majority of the respondents feel that the behavior of the staff in service
station is satisfactory i.e., 70% and 20% respondents agree, 10% satisfactory
and 0% disagree.
- 80 -
Figure-20
The majority of respondents are satisfied with the location of the
showroom. Only 3% are not happy.
- 81 -
Do you suggest anybody to purchase CT-100?
Figure-21
The majority of respondents are said yes and remaining said they
are not suggested to anybody.
- 82 -
FINDINGS
According to the information collected by me during the survey the following
are the findings about BAJAJ CT-100. The study was restricted to the people of
Bijapur city.
1. 70% of Customers are satisfied with the performance of BAJAJ CT-
100.
2. Most of the respondents feel that the main factor that made them to
buy BAJAJ CT-100 for its mileage.
3. Majority of respondent are came to know BAJAJ CT-100 by
Television advertisement it implies that BAJAJ CT-100 advertisement
is very effective to the people.
4. Most of the respondents are says that they don’t want any additional
feature in BAJAJ CT-100.
5. Majority of the respondents are says that the weight of the BAJAJ CT-
100 is less.
6. Most of the respondents are using their BAJAJ CT-100 in city and
also outside city.
7. Most of the respondents are feel BAJAJ CT-100 two wheeler is the
quality product of BAJAJ Company.
8. Majority of the people says that they are not having any problems with
BAJAJ CT-100.
- 83 -
CONCLUSION
This survey on customer perception towards BAJAJ CT-100 helped me to
understand various pattern of buyer behavior. It also enhanced my knowledge
regarding various factors which influence the buyer behavior the analysis of the
survey helped me to certain loopholes, which can be removed by taking certain
immediate steps.
- 84 -
RECOMMENDATIONS
1. Some of the respondents are not satisfied with the BAJAJ CT-100 so
necessary steps like colure, performance should be taken to rectify this
problem.
2. Some of the respondents want additional feature in BAJAJ CT-100
regarding wide tires and to increase the weight, head light of the bike.
3. 70% of the respondents are satisfied with the BAJAJ CT-100 where as 30%
of the respondents are dissatisfied. So this 70% customer’s satisfaction
should
reach to 100%.
4. To attract the customer company should take necessary sales promotion
Activities. Like in Hero Honda they started passbook the co should adapt
this type of ideas.
5. The quality of the BAJAJ CT-100 should be increased to satisfy the
remaining customers.
6. BAJAJ company should give attractive and creative advertisements in
newspaper for attract the more people and to increase the more Market
share
- 85 -
LIMITATIONS
1. The Research was conducted only for Bijapur City so the conclusions
made are applicable to only Bijapur city.
2. The sample size was restricted to only 100, BAJAJ CT-100 customers.
3. The information contained in this report may slightly vary with the
actual, since the data and information is provided approximate and
may lack accuracy, so it should be verified before implementation.
4. The duration of the study was restrained and was under given
condition.
- 86 -
QUESTIONNAIRE
I am Kewal k Vernekar student of BBM,.Chetana institute of
management advancer As part of our academic curriculum, I am undertaking
project on “Customer Perception Towards BAJAJ CT–100”. Please spare your
few minuets to fill up this interview schedule. The information given by u here
in will not be revealed anywhere.
Name :
Address :
Occupation :
Age : a) 19-25 years b) 25-35 years
c) 36-45 years d) 46 years & Above
1. Did you own any other two-wheeler before purchasing CT-100 ?
a) Yes b) No
If yes, what model you had ?a) Bajaj b) Hero-Honda
c) Yamaha d) TVS
e) Kinetic f) Others (Specify)
2. State the reasons to change your two-wheeler
a) After sale services b) Vehicle performance
c) Frequency of repairs d) others (Specify)
- 88 -
3. What made you to purchase CT-100?
a) Mileage b) Design
c) Price d) Maintenance
e) Others (Specify)
4. What do you think about the price range as compared to other vehicles
in the same segment?
a) Very high b) High
c) Normal d) Low
5. How do you come to know about this product?
a) Family members b) Newspaper
c) Friends d) Television
e) Others (Specify)
6. Where do you use your CT-100?
a) City b) Out side city
c) Both
7. Are you satisfied with the performance of your CT-100?
a) Yes b) No
If no, why?a) Mileage b) Pickup
c) Maintenance d) Others (Specify)
8. You are satisfied with the variety of colors of CT-100 provided by the
company
a) Strongly agree b) Agree
- 89 -
c) Neutral d) Satisfactory
e) Disagree
9. Do you want any additional features in BAJAJ CT-100?
a) Yes b) No
If yes, what are those features?
a) Pickup b) Aesthetic look
c) Wide tires d) Others (Specify)
10. CT-100 is a quality product of BAJAJ company
a) Strongly agree b) Agree
c) Neutral d) Satisfactory e)
Disagree
11.Do you have any problems with the CT-100?
a) Yes b) No
If yes, what are such problems?
a) Lock system b) Suspension
c) Head light d) Others (Specify)
12.Are you satisfied with the service provided by the Parekh Auto?
a) Strongly agree b) Agree
c) Neutral d)Satisfactory
e) Disagree
- 90 -
13. Are you satisfied with the behavior of the staff?
a) Strongly agree b) Agree
c) Neutral d) Satisfactory
e) Disagree
14. The location of the showroom convenient to you
a) Yes b) No
15. Do you suggest anybody to purchase CT-100 ?
a) Yes b) No
If no, specify _____________________________________________
THANK YOU FOR YOUR KIND CO-OPERATION
Place :
Date : Signature
- 91 -
BIBLIOGRAPHY
MARKETING RESEARCH
DONALD TULL AND DELL I HAWKINS
MARKETING MANAGEMENT PHILIP KOTLER
CONSUMER BEHAVIOUR IN INDIAN PROSPECTIVE
SUJA. R. NAIR.
WEBSITES
WWW.BAJAJAUTO.CO.IN
WWW.GOOGLE.COM
COMPANY BROUCHERS AND DOCUMENTS
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