INTRODUCTION

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1. INTRODUCTION: In the todays 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 price. Ad &

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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 CT100.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. sample size takes is 100 customers. collected from the company manuals and Internet sites. The And related information was

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 customers 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. satisfaction should reach to 100%. So this 70% of customer

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INDUSTR OVERVIEW

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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) underutilize 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 broadbanding5 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. -8-

Ability to supply single units or in 20' and 40' container loads.

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 firms 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 -9-

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 selfsufficient 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--vis the scooter segment16 reversing the traditional trend17.

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COMPANY PROFILE

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PROFILE OF BAJAJ AUTO LTD The Bajaj group came into existence during the turmoil and the heady euphoria of Indias 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.

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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 Ltd. Bajaj Electricals Ltd. Bajaj Hindustan Ltd. Maharashtra Scooters Ltd. Bajaj Auto Finance Ltd. Jamnalal Sons Pvt. Ltd. Hind Lamps Ltd. The Hindustan Housing Co Ltd. Bajaj Allianz General Insurance Company Ltd. Mukand International Ltd. Mukand Engineers Ltd. Mukand Global Finance Ltd. Bachhraj Factories Pvt. Ltd. Bajaj Consumer Care Ltd. Bajaj Auto Holdings Ltd. Bachhraj & Company Pvt. Ltd. Bajaj Ventures Ltd. Bajaj International Pvt Ltd. Bajaj Allianz Life Insurance Bombay Forgings Ltd.

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Bajaj Auto Ltd. Chairman & Managing Director Vice Chairman Address Phone Fax E-mail Website Business Rahul Bajaj Madhur Bajaj Bajaj Auto Ltd. Akurdi, Pune 411035 27472851 020 - 27473398 rahulbajaj@bajajauto.co.in http://www.bajajauto.com/ Manufacturers of Scooters, Motorcycles and Three-wheeler vehicles and spare parts thereof. Mukand Ltd. Chairman Managing Director Managing Director Address Rahul Bajaj Rajesh V. Shah Niraj R. Bajaj Mukund Ltd. Bajaj Bhavan, Jamnalal Bajaj Marg 226, Nariman Point, Mumbai 400 021 Phone Fax 91-22-22021174 mukand@bom3.vsnl.net.in http://www.mukand.com/ E-mail Website 22021060 / 22021025

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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) - 17 -

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

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REMUNERATION COMMITTEE D. J. Balaji Rao (Chairman) S. H. Khan Naresh Chandra

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Awards Achieved by Bajaj Auto Product Award Year Bajaj Discover 2005 DTS-i - Bike of the Year 2005 Bajaj Discover 2005 DTS-i Indigenous Design of the ICICI Bank OVERDRIVE Awards 2004 Year 2005 BAJAJ AUTO - 2004 Bike Maker of the Year 2004 DTS-i Technology Auto Tech of the Year 2004 Bajaj Pulsar 2004 DTS-i Bike of the Year 2004 Wind 125 Two 2004 Wheeler of the Year 2004 Wind 125 Bike 2004 of the Year 2004 Business Standard Motoring CNBC AUTOCAR Awards 2004 ICICI Bank OVERDRIVE Awards 2004 2004 ICICI Bank OVERDRIVE Awards 2004 OVERDRIVE Awards 2005 By OVERDRIVE Awards 2005

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Bajaj Pulsar 180 2003 DTS-i BBC World Wheels Viewers Choice Two Wheeler of Year 2003 Bajaj Pulsar 180 2003 DTS-i BBC World Wheels Award for Best Two between Rs 55,000 to Rs 70,000 Bajaj Pulsar 150 2003 DTS-i BBC World Wheels Award for Best Two between Rs 45,000 to Rs 55,000 Wheeler Wheeler

BBC World Wheels Award 2003

BBC World Wheels Award 2003

BBC World Wheels Award 2003

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Bajaj Boxer AT 2003 KTEC World Best Wheeler Award for Two under - 2003 BBC Wheels

BBC World Wheels Award 2003

Rs 30,000 Bajaj Pulsar Customer Satisfaction Study Bajaj Pulsar

NFO Automotive

Motorcycle Total

- 2003

ICICI Bank OVERDRIVE Awards 2003 OVERDRIVE Awards

Bike of the year Bajaj Pulsar - 2002 Most exciting bike of the year Bajaj Eliminator 2002 - Bike of the year Bajaj Eliminator 2001 - Most exciting bike of the year

OVERDRIVE Awards

OVERDRIVE Awards

Award

Year

By - 22 -

All India Trophy for Highest 1998Exporter Focus LAC Award Outstanding Performance Export Excellence Certificate of Merit Award for Export Excellence Export Excellence 99 for 199899 199899 199899 199798 1997-

EEPC India EEPC India Trade Promotion Trade Promotion

Organization

Organization EEPC MCCIIA EEPC EEPC MCCIA EEPC EEPC Government of India, Ministry of Commerce MCCIA EEPC Government of India, Ministry of Commerce

98 All India Trophy for Highest 1997Exporter 98 Top Exporter Shield - Western 1996Region Export Excellence 97 1996-

97 Regional Top Exporter - Large 1995Scale Manufacturer Highest Export Performance Outstanding 96 1995-

96 Export 199596 1995-

Performance Export Excellence Award

96 Top Exporter Shield - Western 1995Region Certificate of Merit 96 199596

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Award for Export Excellence

1994-

EEPC EEPC EEPC Government of India, Ministry of Commerce EEPC EEPC EEPC EEPC EEPC EEPC EEPC EEPC EEPC EEPC Government of India, Ministry of Commerce EEPC

95 Regional Top Exporter - Large 1994Scale Manufacturer 95 All India Special Shield - 1994Consumer Durables Exporter 95 National Export award for 1994Outstanding Performance 95 Western Region Top Export 1994Award 95 All India Special Shield - 1994Consumer Durables Regional Special Shield Capital Goods Category Award for Export Excellence Capital Goods Export Regional Special Shield 95 - 199394 199394 199293 - 1990-

Capital Goods Category 91 Certificate of Export 1986Excellence Certificate Recognition Certificate of of 87 Export 198081 Export 197980 197980 197879 Export 1978-

Recognition Award for Export Excellence Certificate of Merit Certificate of

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Recognition Award for Export Excellence Certificate of

79 1977-

EEPC EEPC FICCI FICCI EEPC

78 Export 1977-

Recognition 78 Export Promotion 1976 Golden Jubilee Export Year 1976 Award Export Excellence 197576

Safety Award Year By Meritorious Performance in Industrial 2001 National Safety for three consecutive years Certificate of Excellence Council 2001 National

Safety

Safety Safety Safety Safety

Council Achieving Lowest Average Frequency 2001 National Rate Award Achieving Lowest Average Frequency 2000 National Rate Award Meritorious Performance in Industrial 2000 National Safety for three consecutive years Council

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Achieving Period

Longest Heavy

Accident-free 1999 National Engineering Council

Safety

under

Industries Group Meritorious Performance in Industrial 1999 National Safety Council for three consecutive years Achieving Longest Accident-free 1998 Council Period under Heavy Engineering Industries Group Achieving Lowest Average Frequency 1998 National Rate Award Meritorious Performance in Industrial 1998 National Safety Council for three consecutive years Achieving Lowest Frequency Rate 1997 Council under Heavy Engineering Industries Group Achieving Period Longest Heavy

Safety

of

Industrial Safety Safety Safety

of

Industrial Safety of

Accident-free 1997 Council Engineering

under

Industrial Safety 1992 Council Industries, Mumbai 1989 CII 1987 National Council of

Industries Group Longest Accident-free Period

Best Safety Performance Longest Accident-free Period

Safety

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Milestones 2005 December June February 2004 Sept/Oct August May January Bajaj Discover DTS-i launched New Bajaj Chetak 4 stroke with Wonder Gear launched Bajaj CT100 Launched Bajaj unveils new brand identity, dons new symbol, logo and brandline 2003 October October July February 2001 November January Bajaj Auto launches its latest offering in the premium bike segment Pulsar. The Eliminator is launched. Pulsar DTS-i is launched. 107,115 Motorcycles sold in a month. Bajaj Wind 125, The World Bike, is launched in India. Bajaj Auto launched its Caliber115 "Hoodibabaa!" in the executive motorcycle segment. Bajaj Dicsover launched Bajaj Avenger launched Bajaj Wave launched

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DEALER PROFILE

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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 citys 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) b) 3) MACHINERY: To install the equipments 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. proving better servicing of vehicles. It helps in Nature of soil and foundation. The level of ground.

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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 citys 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

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WORKERS SPECIFICATIONS The number of workers working in the showroom is as follows : Job specification Sales Accountant Clerk General Insurance Spare Parts Supervisors Head Mechanics Assistant Mechanics Manager for Workshop Security 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 workers. Labors 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 workers. 1) Recruitment 2) Training 3) Incentives etc Number o employees 6 2 1 1 3 2 4 10 1 1

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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.

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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. 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 It

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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 21st century. The mechanics of the showroom should also keep track with companys 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 customers, the company conducts the salesman training. Besides these, the companys 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 trainings are conducted to give knowledge about the customers follow up. These types of training help in converting Quotation into Purchase of vehicle.

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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

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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.

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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 28th 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

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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 Besides this salary employees of KSRTC cant avail this facility. 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 HELPERS SUPERVISORS 10 MEMBERS 02 MEMBERS 01 MEMBER 03 MEMBERS

certificates they should bring one granter from their side to complete the

SPARES SECTION

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

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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. - 42 -

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 persons behavior and characteristics because the person must be very communicative.

4)

After few days the selected person gets the appointment letter Of service station.

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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

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PRODUCT PROFILE

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1) Bajaj Discover DTS-I

4) Bajaj Wave

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5) Bajaj Chetak

6) Bajaj CT-100

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2) Bajaj Pulsur DTS-I

Technical Specification of BAJAJ CT-100 Engine Type Cooling Type Displacement Max Power Max Torque Ignition Type Carburetor Transmission Type System Head Light Horn Chassis Type Front Suspension Rear Suspension 4 stroke Air Cooled 99.27 cc 8.2 bhp( 6.03 kW) @ 7500 rpm 8.05 Nm @ 4500 rpm C.D.I Keihin-Fie 4 speed gear box 12 V, AC+DC 35/35 W 12 V, DC Tubular construction Telescopic Swing arm type with dual co-axial springs (spring-

in-spring) and hydraulic shock absorbers - 49 -

Front Tyre Size Rear Tyre Size Front Brakes Rear Brakes Fuel Tank Capacity Reserve Capacity Overall length Overall width Overall height Wheel Base Kerb Weight

2.75 x 17, 4/6 PR 3.00 x 17, 6 PR Mechanical expanding shoe, Friction type Mechanical expanding shoe, Friction type 10.5 liters 2.2 liters 1945 mm 770 mm 1065 mm 1235 mm 109 kg

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PROJECT OVERVIEW

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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.

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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 CT100. 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.

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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 CT100 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

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METHODOLOGY OF RESEARCH The research design chosen was descriptive in nature as it involved effectiveness study to determine the customer perception towards BAJAJ CT100 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).

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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 hasnt bought the series of research firms.

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STEPS IN RESEARCH DESIGN PROCESS The below diagram explains the research design process:
Define the Research problem

Estimation of value of information to the provided by the research

Select the data collection method

Select the measurement techniques

Select the sample

Select the analytical approach

Evaluate the ethics of the report

Specify the time and the financial cost

Prepare the research proposal

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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 ones perception.

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DETERMINANTS OF COSTOMER PERCEPTION A marketer is always understood to know how Customers respond to various marketing stimuli. The following are the determinants, a. Product Customers while buying something looks for products 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.

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ANALYSIS AND INTERPRETATION

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Occupation

Occupation Respondents Business 25 man Professional 15 Students 20 Others 40

Respondents 50 40 30 20 10 0 40 25 15 20

Percentage

Business man

Professional

Students

Others

Occupation

Figure -1 INTERPRITATION Majority of BAJAJ CT-100 customers are Businessman who contribute for 35%, 25% are professionals, 20% students and remaining others.

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Age of Customer Age Respondents 19-25 20 26-35 40 36-45 25 46 & above 15

45 40 Percentage 35 30 25 20 15 10 5 0 19-25 20

40

25 15

26-35 Age

36-45

46 & above

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.

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Do you own any other two-wheeler before purchasing the BAJAJ? Opinion Yes No Respondent 55 45

60 50 Percentage 40 30 20 10 0

55 45

Yes

No

Figure-3

Nearly more than half of the customers who now own BAJAJ CT-100 vehicle had used another vehicle before.

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If yes, what model you had? Model Respondent BAJAJ 25 HERO HONDA 10 YAMAHA 5 TVS 10 KINETIC 0 OTHERS 5

Respondent 30 25 20 15 10 5 0 BAJAJ HERO YAMAHA HONDA TVS KINETIC OTHERS

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.

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State the reason to change your two-wheeler? Reason Respondent After Sale Services 10 Vehicle Performance 20 Frequency of Repairs 15 Others 10

25 20 15 10 5 0 After Sale Services Vehicle Performance Frequency of Repairs Others

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.

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What made you to purchase CT-100? Reason Mileage Design Price Maintenance Others Respondent 55 10 20 15 0

60 50 40 30 20 10 0
en ce M ile ag e ai n O th er s n es ig Pr ic e

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.

M en t

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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

Price range as compared to other vehicles in the same segment

80 60 40 20 0 Very High High
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.

Normal

Low

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How do you come to know about this product? Opinion Respondent Family Members 10 Newspaper 25 Friends 20 Television 45 Others 0

How do you come to know about this product

50 40 30 20 10 0
M em be rs ap er Fr ie nd s le vi s sp O th er s io n Te

m ily

Fa

ew

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.

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Where do you use your CT-100? Opinion Respondent City 30 Outside City 25 Both 45

Where do you use your CT-100

50 40 30 20 10 0 City Outside City Both

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.

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Are u satisfied with the performance of your CT-100?

Opinion Yes No

Respondent 70 30

Are you satisfied with the performance of your CT-100

80 60 40 20 0 Yes No

Figure-10

The majority of respondents are satisfied with the performance of the BAJAJ CT-100 is 70%. Only 30% are not satisfied.

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If no Why? Opinion Respondent Mileage 0 Pickup 10 Maintenance 5 Others 15

16 14 12 10 8 6 4 2 0 Mileage Pickup Mentainence Others

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.

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You are satisfied with the variety of colors of CT-100 provided by the company? Opinion Respondent Strongly agree 20 Agree 30 Neutral 25 Satisfactory 25 Disagree 0

35 30 25 20 15 10 5 0 Strongly agree Agree Neutral Satisfactory Disagree

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.

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Do you want any additional features in BAJAJ CT-100? Opinion Yes No Respondent 40 60

Do you want any additional features in CT-100 ?

80 60 40 20 0 Yes No

Figure-13 From the above it can be observed that most of the respondents dont need additional features and 40% of the respondents they want additional features in CT-100.

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If yes what are those features? Opinion Respondent Pickup 5 Aesthetic look 5 Wide tires 10 Others 20

If yes what are those features ?

25 20 15 10 5 0 Pickup Aesthetic look Wide tyres Others

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.

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CT-100 is a quality product of BAJAJ Company.

Opinion Respondent Strongly agree 10 Agree 30 Neutral 25 Satisfactory 25 Disagree 10

35 30 25 20 15 10 5 0 Strongly agree Agree Neutral Satisfactory Disagree

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.

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Do you have any problem with the CT-100?

Opinion Yes No

Respondent 30 70

80 70 60 50 40 30 20 10 0 Yes No

Figure-16

The majority of the people are not having the problem. 30% of customers say they have problem with the bike.

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If yes what are such problem? Opinion Respondent Lock system 5 Suspension 10 Head light 5 Others 10

12 10 8 6 4 2 0 Lock system Suspension Head light Others

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.

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Satisfied with the service provided by the dealer

50 40 30 20 10 0 41 32 24 3 Strongly agree Agree Satisfactory Disagree Percentage

Figure-18

The service provided by the dealer, 41% of the respondents strongly agree, 32% are Agree, 24% satisfactorily, 3% are disagree.

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Behavior of staff in the service station

80 70 60 50 40 30 20 10 0 70

Percentage

20 10 0 Strongly agree Agree Satisfactory Disagree

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.

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Is the location of showroom convinient

120 Percentage 100 80 60 40 20 0 Yes No 3 97

Figure-20

The majority of respondents are satisfied with the location of the showroom. Only 3% are not happy.

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Do you suggest anybody to purchase CT-100?

90 80 70 60 50 40 30 20 10 0 Percentage

80

20

Yes

No

Figure-21 The majority of respondents are said yes and remaining said they are not suggested to anybody.

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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 CT100. 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 dont want any additional feature in BAJAJ CT-100. 5. Majority of the respondents are says that the weight of the BAJAJ CT100 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. - 82 -

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.

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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% customers 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

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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.

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ANNEXURE

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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 CT100. 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 c) 36-45 years b) 25-35 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 e) Kinetic d) TVS f) Others (Specify)

2. State the reasons to change your two-wheeler a) After sale services c) Frequency of repairs b) Vehicle performance d) others (Specify)

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3. What made you to purchase CT-100? a) Mileage c) Price e) Others (Specify) b) Design d) Maintenance

4. What do you think about the price range as compared to other vehicles in the same segment? a) Very high c) Normal a) Family members c) Friends e) Others (Specify) 6. Where do you use your CT-100? a) City c) Both 7. Are you satisfied with the performance of your CT-100? a) Yes If no, why? a) Mileage c) Maintenance b) Pickup d) Others (Specify) b) No b) Out side city b) High d) Low b) Newspaper d) Television

5. How do you come to know about this product?

8. You are satisfied with the variety of colors of CT-100 provided by the company a) Strongly agree b) Agree - 88 -

c) Neutral e) Disagree

d) Satisfactory

9. Do you want any additional features in BAJAJ CT-100? a) Yes If yes, what are those features? a) Pickup c) Wide tires b) Aesthetic look d) Others (Specify) b) No

10. CT-100 is a quality product of BAJAJ company a) Strongly agree c) Neutral Disagree 11.Do you have any problems with the CT-100? a) Yes If yes, what are such problems? a) Lock system c) Head light b) Suspension d) Others (Specify) b) No b) Agree d) Satisfactory e)

12. Are you satisfied with the service provided by the Parekh Auto?

a) Strongly agree c) Neutral e) Disagree

b) Agree d)Satisfactory

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13. Are you satisfied with the behavior of the staff? a) Strongly agree c) Neutral e) Disagree 14. The location of the showroom convenient to you a) Yes b) No b) Agree d) Satisfactory

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

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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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