CHAPTER 2

REVIEW OF LITERATURE

PRABHAKAR et al (JUL 2019) Bajaj Two Wheeler Bike has be propelled by

Bajaj Company and around is a require Customer satisfaction Towards Bajaj Two
Wheeler Bikes in Bidar city. Sindol Bajaj in Bidar is a top company in the
category motorcycle dealers-Bajaj, also known for year established 2017. Bajaj
motor is located in, Bidar, Karnataka which provides you the best service. The
study is limited in BIDAR district. It also explained the benefits required by the
company as a result of that service, it has also studies the level of customer has
regarding the service provided by them it also focusing is to provide more
awareness to rural people about their service and also helps to Maintain goodwill
in the market.
PURUSHOTHAMAN et al (Jun 2016) In general, satisfaction is a person’s
feelings of pleasure or disappointment resulting from comparing a product’s
perceived performance [or outcome] in relation to his or her expectations. If the
performance falls short of expectation, the customer is dissatisfied. If the
performance matches the expectations, the customer is satisfied. If the
performance exceeds his or her expectation, the customer is delighted. The link
between customer satisfaction and customer loyalty is not proportional. Suppose
customer satisfaction is rated on a scale from one to five. At a very low level of
customer satisfaction [level one], customers are likely to abandon the company
and even bad-mouth it. At levels two to four, customers are fairly satisfied but
still find easy to switch when a better product comes along. At level five, the
customer is very likely to repurchase and even spread good word of mouth about
the company. High satisfaction or delightment creates an emotional bond with
the brand or company.
Kotresh Patil et al (2018) Consumer perception is a marketing perception that
encompasses a customer's sense of understanding and /or realization about a
company or its contributions. The study emphasizes on, to identify which
particular Bajaj Pulsar has more image in the market. And also to know the market
share and to analyze the level of preference for a model of Bajaj Pulsar. The
researcher has used the cross sectional descriptive design for this current study.
For the Primary data`s 100 sample size was taken randomly. For this study 4
factors are taken into consideration. Those are social, cultural, psychological, and
competitive factors. The hypothesis was framed and Statistical tools like
numerical wrap up for societal science (SPSS) test was worn. By this study, a
researcher was able to find out that, there will be a significant relationship
between those factors, respondents vary or differ on various factors in purchasing
and demographic factors - age, occupation, income, marital status are
significantly influence in consumer perception towards buying Bajaj pulsar. The
study revealed that there are the dominating impact of demographics, competitors,
social and psychological factors respectively on customer perception. By this
study, the researcher was able to find out that, there will be a significant
relationship between those factors.

Mr.R.Jaganath ( April 2018) Consumers are the focus of marketing effort. The
modern marketing concept spells out the real significance of the marketing mix
are highly integrated with one other. They are seen through the eyes of the
customer and are coordinated, so as to produce the best benefits and optimum
satisfaction for the customer. As the today companies are facing through
competition. The customers have a wide choice of brands to select from, in order
to survive the competition. The companies have to do a better job of
meeting/satisfying customer’s needs. The auto mobile manufactures and
marketers are also no exceptions from the scenario. Customers from their
expectation on the basis of messages received from servers, friends and other
information sources, if the server exaggerates the benefits customers will
experiences disconfirmed expectation. Which lead to the dissatisfaction the larger
the gap between and performance the grater will be the customer’s dissatisfaction.
Some customers magnify the gap when the product is not perfect and they are
highly dissatisfaction other customers minimize the gap and are less satisfied. A
customer’s centered organization makes it easy for its customer to delivers
suggestion and complaints; it will effectively inform the companies. These
information flows, provide the companies with many good ideas and enable them
to act more rapidly to resolve problem.
Priyanka Jain (Aug. 2015) This research analyses the satisfaction of the
customer towards two wheelers. The study was restricted only to DELHI. A total
of 100 consumers of ONLINE surveyed with structured questionnaires. Statistical
analysis is done such as percentage analysis. India is one of the largest
manufacturers and producers of two-wheelers in the world. The preference of the
consumers clearly signifies that their importance of family and friends influencing
their purchase, the additional facilities expected, and many. In the beginning of
the century, the automobile entered in the transportation market as a teddy bear
for the rich. However, it became gradually more popular among the general
population because it gave travelers the freedom to travel when they wanted to
and where they wanted. Readability of copy is of paramount importance.
Dr. M. Anbuselvi1 (2019) Customer behavior is influenced strongly by cultural,
social personal and psychological factors, cultural factors include the set of basic
values perception wants and behavior learned by members of society from family
and other important in situation family, small factors include customer’s family,
small group, social role and status. This paper pertains to finding out the present
position of consumer behavior. The study of consumer behavior helps to know
who are the customers what they want, how they use and react to the product. The
consumer behaviors are carefully studied by conducting survey on consumer. This
study will help to gain knowledge about the market position of brand, factors
influencing the consumer to prefer a particular brand and problems faced by them
on using such brands and so on. This study is also helps to the consumer
expectation from the Bajaj bikeBardia Alimohamadi; Nasrin
Khorshidi(1980)1In beginning of 1980s, a majority of business sectors were
suffering from high operating costs and inefficiencies which were a big loss to
these sectors. These inefficiencies and lack of effectiveness were consequently
producing high levels of customer dissatisfactions as well.
Mohammed Alam; AtiqurRahman Khokhar(2006)2 The banking services
have been dynamic during the last decade due to the advent of the Internet in
banking sector. One of the most vital challenges of the Internet as a service
delivery channel is providing and maintaining service quality. Service quality is
an input of customer trust which becomes satisfaction and lead to loyalty as an
output.
Elinor Johnson(1984) 3 This study is based upon the premise that creating value
is the basis for all businesses. The research problem and ultimate purpose of the
study is to determine how customer perceived value can be improved at the
Liberty Program, Naples Italy.
Maria Hansson; Gunilla Hansson(2003)4 How shall effective and satisfactory
replenishment planning and information sharing be designed to improve the
security of consumer satisfaction? In which areas is it most essential to do changes
in order to come closer to a more desirable replenishment planning and
information sharing situation in the food supply chain? Purpose: The purpose of
this master thesis is to provide propositions for improving replenishment planning
and information sharing in the food supply chain in order to improve the
consumer satisfaction. Method: The background to this master thesis led us to be
nominalists and functionalists with a systems approach
Laleh Nosrati(1993)5 The daily growth of the internet and e-commerce has
changed the way of marketing and selling products and services. As a result of
development in electronic information resources and the evolution of the "digital
age" product sellers and information service providers face many new challenges
Ina Landua(1986)6 Research Question/Purpose: Due to environmental legislation,
economic influences and increasing concern about the environment among the
general public, today’s businesses are becoming more committed to environmental
issues. Some enterprises yet have implemented a green strategy.
Parmita Saha; Yanni Zhao(2005)7 In the last few years we have witnessed a
substantial growth of internet-based services, both from pure Internet businesses
and from traditional companies that are developing online services. One of the key
challenges of the Internet as a service delivery channel is how they manage service
quality, which holds a significant importance to customer satisfaction.
Saadullah Khan(1994) 8 In the world of banking, the development in information
technology has an enormous effect on development of more flexible payment
methods and more-user friendly banking services. Electronic banking services are
new, and the development and diffusion of these technologies by financial
institutions is expected to result in a more efficient banking system.
Mojdeh Ghezelayagh(1995)9 Banking, one of the most information intensive
sectors, is an ideal domain for the successful development of e-commerce. The
present study focuses on e-commerce opportunities for improving customer
services in the Iran banking sector.
Ali Dehghan(1999)10 The purpose of this research was to gain a better
understanding of the service quality dimensions that affect customer satisfaction
from customer perspective. Based on a detailed literature review, a frame of
reference was developed. Some service quality dimensions were selected to be
tested in CCG CO operations.