CHAPTER-1 INTRODUCTION AND DESIGN OF THE STUDY

Customers are the focus of marketing effort. The modern marketing concept spells out the real significance of buyer behavior. All elements of the marketing mix are highly integrated with one another. They are seen through the eyes of the customer and are cocoordinated, so as to produce the best benefits and optimum satisfaction for the customer. As on today companies are facing tough 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 and satisfying customers needs than their companies. The automobile manufacturers and marketers are also no exception from the scenario. DEFINITION According to PHILIP KOTLER, Satisfaction is a persons feelings of pleasure or disappointment resulting from company a products perceived performance in relation to his or her expectations. As this definition makes clears, satisfaction is the function of perceived performance and expectations, the customer is dissatisfied, if the performance matches the expectations, the customer is satisfied, if the performance exceeds the customer is highly satisfied of delighted. HIGHLY SATISFIED CUSTOMERS Stays loyal longer, Buys more as the company introduces new product and upgrades existing products. Talks favorably about the company and its product. Pay less attention to competing brands and advertising and is less sensitive to price. Offer product / service ideas to the company.

 Cost less to serve than new customers because. Customers from their expectations on the basis of messages received from servers, friends and other information sources, if the server exaggerates the benefits customers will experience disconfirmed expectation, which heal to dissatisfaction. The larger the gap between expectation and performance the greater the customers dissatisfaction Some customers magnify the gap when the product is not perfect and they are highly dissatisfied. Other customers minimize the gap and are less satisfied. TOOLS FOR MEASURING CUSTOMER SATISFACTION COMPLAINT AND SUGGESTION SYSTEMS A customer centered organization makes it easy for its customer to deliver suggestion and complaints when the customer makes suggestions 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. CUSTOMER SATISFACTION SURVEYS Companies should obtain a direct measures of customer satisfaction by conducting periodic surveys they send questionnaires or make telephone calls to a random sample of their recent customers and ask it they were very satisfied indifferent, somewhat dissatisfied or very dissatisfied with the various aspects of the companys performance they also ask buyers views on their competitors perfomance. LOST CUSTOMER ANALYSIS Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happen. Not only it is important to contact exit interviewed when customers first stop buying but also to monitor the customer loss rate which if increasing clearly indicated that the company is failing to satisfied its customers. Since customers satisfaction is an important goal for marketing program. It becomes necessary to establish factors which help to satisfy the customer. SIX ELEMENTS FOR KEEPING CUSTOMERS SATISFIED Quality of product

 Fair price Excellent customers handling skills. Efficient delivery. Effective of economical after saves service. Serious consideration of customer complaints.

1.1 OBJECTIVE OF THE STUDY

To study the socio economic characteristic of customer in Mettupalayam Town. To identify the media of advertisement of Bajaj Pulsar. To study the customers satisfaction towards Bajaj Pulsar. To find the problems faced by the customers with Bajaj Pulsar. To identify the factors influencing choice of customers buying a pattern of Bajaj pulsar. To suggest remedial measures for further improvement on the result of study.

1.2 SCOPE OF THE STUDY

This study is useful for me as well as for the Company for identifying the customer satisfaction level towards Bajaj Pulsar in Mettupalayam Town. For company to identify the customer attitude towards Bajaj Pulsar & also this study helps me to create & maintain a good relationship between the customer & the management. Because of this study, the company may know what the customer is looking for and also how to satisfy him regarding the pulsar bike.

1.3 IMPORTANCE OF THE STUDY

To find out causes for dissatisfaction. To stimulate better relationship between the company and customer. To diagnose potential problems. Here the study covers the customers of Bajaj Pulsar in Mettupalayam Town.

1.3 STATEMENT OF PROBLEM

The study has been conducted to find the usage of Bajaj Pulsar in Mettupalayam town alone. The usage of the product may not be known in the other area and the study was prepared only for the particular area and the time limit. What are the characteristics of customer in Mettupalayam Town. What are the media of advertisement. What are the levels of satisfaction towards BajajPulsar. What are the problems faced by the respondents. What are the factors influencing the choice of customer of Bajaj Pulsar.

1.4 RESEARCH METHODOLOGY

Research is a careful enquiry or examination to discover new information or relationship to expand and to verify existing knowledge. Research methodology is a way to solve systematically the research problem. It explains the various steps generally adopted in studying research to know not only the research methods or techniques but also the methodology. Research methodology gives the specific method used in studying the details of the sample size and sample selection population sampling techniques and areas of study data collection and tools and analysis. POPULATION Customers of Bajaj Pulsar are considered as the population for the study. SAMPLE SIZE From the above population researcher has considered a sample size of 100 members. RESEARCH DESIGN A research design is the arrangement of conditions for collection and analysis of data. In a manner that aims to combine relevance to the research purpose with economy in procedure. The researcher has undertaken a description type of research. It describes the characteristics of population or presentation of answer for the question like whom, what, when and how relating to a field or matter. This type of study mainly helps to know the past and predict the future. SAMPLING A sample design is a definite plan for obtaining a sample from given population. It refers to the techniques or the procedure the research would adopt in selecting items for the sample. SAMPLING TECHNIQUE

On the basis of pilot study and information obtained from dealers of Mettupalayam Town, convenient sample was used to select the respondents of 100. PILOT STUDY The researcher has administrated a pilot study with 15 respondents. Based on the outcome of pilot study suitable modification were made in the questionnaire. AREA OF STUDY Area of study is limited to the customer of Bajaj Pulsar in Mettupalayam Town. PRIMARY DATA METHODS OF DATA COLLECTION In this study, primary data was collected through structured questionnaire. The questionnaire was prepared covering price, design, appearance, pick-up, break efficiency, mileage etc. The questionnaire is prepared in such a way that is covers the entire objectives of the study. SECONDARY DATA Secondary data are those which are available in the magazines, booklets, web-sites etc. TOOLS FOR ANALYSIS Simple percentage method and Chi-square method was used. Percentage method is calculating the total number of outlets into percentage and chi-square is finding the relationship between two hypothesis.

1.5 LIMITATIONS OF THE STUDY

The study is certified to the Mettupalayam Town. Therefore findings are not related to other areas. Since the project duration was limited to two months an elaborate study was not possible. Study was limited in trip. During the survey most of the respondents contacted had newly purchased the motorcycle thus they could not respond accurately i.e. their satisfaction level and defects in the motorcycles. The research is directly concerned with the study of human preference and behavior and achieving absolute mathematical accuracy toward this was not possible.

1.7 CHAPTER SCHEME

CHAPTER-1 INTRODUCTION OF THE STUDY CHAPTER-2 REVIEW OF LITERATURE CHAPTER-3 OVERVIEW OF THE INDUSTRY, COMPANY AND THE PRODUCT CHAPTER-4 ANALYSIS AND INTERPRETATION CHAPTER-5 FINDINGS, SUGGESSIONS, CONCLUSION, BIBLIOGRAPHY AND APPENDIX

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CHAPTER-2 REVIEW OF LITERATURE

Bardia Alimohamadi; Nasrin Khorshidi(1980) In 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. Elinor Johnson(1984) 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 Ina Landua(1986) Research Question/Purpose: Due to environmental legislation, economic influences and increasing concern about the environment among the general public, todays businesses are becoming more committed to environmental issues. Some enterprises yet have implemented a green strategy. Laleh Nosrati(1993) 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. Saadullah Khan(1994) 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.

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Mojdeh Ghezelayagh (1995) 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.

Maria Hansson; Gunilla Hansson(2003) How effective and satisfactory replenishment planning and information sharing shall 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 Parmita Saha; Yanni Zhao(2005) 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. Mohammed Alam; AtiqurRahman Khokhar (2006) 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.

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REFERENCE Bardia Alimohamadi, Nasrin Khorshidi(1980):The inefficiencies and lack of effectiveness were consequently producing high levels of customer dissatisfactions. Elinor Johnson(1984):creating value is the basis for all businesses. Ina Landua(1986): Todays businesses are becoming more committed to

environmental issues. Laleh Nosrati(1993):The development in electronic information resources and the evolution of the "digital age" product sellers and information service providers face many new challenges. Saadullah Khan(1994):The development of Electronic banking services institutions is expected to result in a more efficient banking system. Mojdeh Ghezelayagh (1995): The successful development of e-commerce gives opportunities for improving customer services in the Iran banking sector. Maria Hansson; Gunilla Hansson(2003):The effective and satisfactory replenishment planning and information sharing shall be designed to improve the security of consumer satisfaction. Parmita Saha; Yanni Zhao(2005): Online services is one of the key challenges of the Internet as a service delivery channel to manage service quality, which holds a significant importance to customer satisfaction. by financial

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Mohammed Alam; AtiqurRahman Khokhar (2006) Service quality provided by Internet banking sector is an input of customer trust which becomes satisfaction and lead to loyalty as an output.

CHAPTER-3 ABOUT THE INDUSTRY

India is the second largest producer and manufacturer of two-wheelers in the world. It stands next only to Japan and China in terms of the number of two-wheelers produced and domestic sales respectively. Indian two-wheeler industry has got spectacular growth in the last few years. Indian two-wheeler industry had a small beginning in the early 50's. The Automobile Products of India (API) started manufacturing scooters in the country. Bikes are a major segment of Indian two wheeler industry, the other two being scooters and mopeds. Indian companies are among the largest two-wheeler manufacturers in the world. In the initial stages, the scooter segment was dominated by API; it was later overtaken by Bajaj Auto. Although various government and private enterprises entered the fray for scooters, the only new player that has lasted till today is LML. The motorcycle segment was initially dominated by Enfield 350cc bikes and Escorts 175cc bike. The two-wheeler market was opened to foreign competition in the mid-80s. And the then market leaders - Escorts and Enfield - were caught unaware by the onslaught of the 100cc bikes of the four Indo-Japanese joint ventures. With the availability of fuel efficient low power bikes, demand swelled, resulting in Hero Honda - then the only producer of four stroke bikes (100cc category), gaining a top slot. The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and Hero Honda brought in the first two-stroke and four-stroke engine motorcycles respectively. These two players initially started with assembly of CKD kits, and later on progressed to indigenous manufacturing. In the 90s the major growth for motorcycle segment was brought in by Japanese motorcycles, which grew at a rate of nearly 25% CAGR in the last five years.

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The industry had a smooth ride in the 50s, 60s and 70s when the Government prohibited new entries and strictly controlled capacity expansion. The industry saw a sudden growth in the 80s. The industry witnessed a steady growth of 14% leading to a peak volume of 1.9mn vehicles in 1990. In 1990, the entire automobile industry saw a drastic fall in demand. This resulted in a decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn vehicles. Barring Hero Honda, all the major producers suffered from recession in FY93 and FY94. Hero Honda showed a marginal decline in 1992.The reasons for recession in the sector were the incessant rise in fuel prices, high input costs and reduced purchasing power due to significant rise in general price level and credit crunch in consumer financing. Factors like increased production in 1992, due to new entrants coupled with the recession in the industry resulted in company either reporting losses or a fall in profits. Key players in the Two-wheeler Industry: There are many two-wheeler manufacturers in India. Major players in the 2-wheeler industry are Hero Honda Motors Ltd (HHML), Bajaj Auto Ltd (Bajaj Auto) and TVS Motor Company Ltd (TVS). The other key players in the two-wheeler industry are Kinetic Motor Company Ltd (KMCL), Kinetic Engineering Ltd (KEL), LML Ltd (LML), Yamaha Motors India Ltd (Yamaha), Majestic Auto Ltd (Majestic Auto), Royal Enfield Ltd (REL) and Honda Motorcycle & Scooter India (P) Ltd (HMSI). Evaluation of two wheeler in India Two-wheeler segment is one of the most important components of the automobile sector that has undergone significant changes due to shift in policy environment. The twowheeler industry has been in existence in the country since 1955. It consists of three segments viz. scooters, motorcycles and mopeds. According to the figures published by SIAM, the share of two-wheelers in automobile sector in terms of units sold was about 80 per cent during 2003-04. This high figure itself is suggestive of the importance of the sector. In the initial years, entry of firms, capacity expansion, choice of products including capacity mix and technology, all critical areas of functioning of an industry, were effectively controlled by the State machinery. The lapses in the system had invited fresh policy options that came into being in late sixties. Amongst these policies, Monopolies and Restrictive Trade Practices (MRTP) and Foreign Exchange Regulation Act (FERA) were aimed at regulating monopoly

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and foreign investment respectively. This controlling mechanism over the industry resulted in: (a) several firms operating below minimum scale of efficiency; (b) under-utilization of capacity; and (c) usage of outdated technology. Recognition of the damaging effects of licensing and fettering policies led to initiation of reforms, which ultimately took a more prominent shape with the introduction of the New Economic Policy (NEP) in1985. However, the major set of reforms was launched in the year 1991 in response to the major macroeconomic crisis faced by the economy. The industrial policies shifted from a regime of regulation and tight control to a more liberalised and competitive era. Two major results of policy changes during these years in two-wheeler industry were that the, weaker players died out giving way to the new entrants and superior products and a sizeable increase in number of brands entered the market that compelled the firms to compete on the basis of product attributes. Finally, the two-wheeler industry in the country has been able to witness a proliferation of brands with introduction of new technology as well as increase in number of players. However, with various policy measures undertaken in order to increase the competition, though the degree of concentration has been lessened over time, deregulation of the industry has not really resulted in higher level of competition. There is a large untapped market in semi-urban and rural areas of the country. Any strategic planning for the two-wheeler industry needs to identify these markets with the help of available statistical techniques. Potential markets can be identified as well as prioritised using these techniques with the help of secondary data on socio-economic parameters. For the two-wheeler industry, it is also important to identify the target groups for various categories of motorcycles and scooters. With the formal introduction of secondhand car market by the reputed car manufacturers and easy loan availability for new as well as used cars, the two-wheeler industry needs to upgrade its market information system to capture the new market and to maintain its already existing markets. Availability of easy credit for two-wheelers in rural and smaller urban areas also requires more focused attention. It is also imperative to initiate measures to make the presence of Indian twowheeler industry felt in the global market. Adequate incentives for promoting exports and setting up of institutional mechanism such as Automobile Export Promotion Council would be of great help for further surge in demand for the Indian two-wheeler industry.

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National Council of Applied Economic Research (NCAER) had forecast two-wheeler demand during the period 2002-03 through 2011-12. The forecasts had been made using econometric technique along with inputs obtained from a primary survey conducted at 14 prime cities in the country. Estimations were based on Panel Regression, which takes into account both time series and cross section variation in data. A panel data of 16 major states over a period of 5 years ending 1999 was used for the estimation of parameters. The models considered a large number of macro-economic, demographic and socio-economic variables to arrive at the best estimations for different two-wheeler segments. The projections have been made at all India and regional levels. Different scenarios have been presented based on different assumptions regarding the demand drivers of the two-wheeler industry. The most likely scenario assumed annual growth rate of Gross Domestic Product (GDP) to be 5.5 per cent during 2002-03 and was anticipated to increase gradually to 6.5 per cent during 201112. The all-India and region-wise projected growth trends for the motorcycles and scooters are presented in Table 1. The demand for mopeds is not presented in this analysis due to its already shrinking status compared to' motorcycles. It is important to remember that the above-mentioned forecast presents a longterm growth for a period of 10 years. The high growth rate in motorcycle segment at present will stabilize after a certain point beyond which a condition of equilibrium will set the growth path. Another important thing to keep in mind while interpreting these growth rates is that the forecast could consider the trend till 1999 and the model could not capture the recent developments that have taken place in last few years. However, this will not alter the regional distribution to a significant extent market for these segments. At the all India level, the demand for motorcycles will be almost 10 times of that of the scooters. The same in the western region will be almost 20 times. It is also evident from the table that motorcycle will find its major market in the western region of the country, which will account for more than 40 per cent of its total demand. The south and the north-central region will follow this. The demand for scooters will be the maximum in the northern region, which will account for more than 50 per cent of the demand for scooters in 2011-12. COMPANYS PROFILE Bajaj Auto came into existence on November 29, 1945 as M/s Bachraj Trading Corporation Private Limited. It started off by selling imported two- and three wheelers in India. In 1959, it obtained license from the Government of India to manufacture two- and

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three-wheelers and it went public in 1960. In 1970, it rolled out its 100,000th vehicle. In 1977, it managed to produce and sell 100,000 vehicles in a single financial year. In 1985, it started producing at Waluj in Aurangabad. In 1986, it managed to produce and sell 500,000 vehicles in a single financial year. In 1995, it rolled out its ten millionth vehicles and produced and sold 1 million vehicles in a year. Bajaj Auto Limited. The Groups' principal activity is to manufacture two and three wheeler vehicles. Other activities of the group include insurance and investment business. The Group operates in three segments, which are Automotive, Insurance and Investment and Others. It has a network of 498 dealers and over 1,500 service dealers and 162 exclusive three-wheeler dealers spread across the country. About Bajaj DTSi DTSi stands for Digital Twin Spark Ignition, a Bajaj Auto trademark. Bajaj Auto holds an Indian patent for the DTSi technology. The Alfa Romeo Twin-Spark engines, the BMW F650 Funduro which was sold in India from 1995 to 1997 also had a twin-spark plug technology, and the Rot ax motorcycle engines, more recently Honda's iDSI Vehicle engines use a similar arrangement of two spark-plugs. However very few small capacity engines did eventually implement such a scheme in their production prototype. Patent infringement allegations In September 2007, Bajaj Auto filed a claim accusing that the development of TVS Flame was in violation of their patent for DTS-I. TVS Motors countered by threatening to sue Bajaj Auto for libel. On February 2008, the Madras High Court in Chennai restrained TVS from launching it with the twin spark plug technology. TVS appealed against this decision, claiming that crucial evidence was not taken into account and in March 2008, launched the Flame with a modified engine containing one spark plug. The DTSi idea is a simple one to understand - it involved usage of two spark plugs (instead of one) per engine cylinder. Exhaust TEC

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Exhaust TEC stands for Exhaust Torque Expansion Chamber, a technology patented by Bajaj. The technology involves use of a small chamber connected to the exhaust pipe of the engine to modify the back-pressure and the swirl characteristics, with an aim to improve the low-end performance of the bikes. The Exhaust TEC technology is claimed to be highly effective in improving the low- and mid-range torque. Since 1986, there is a technical tie-up of Bajaj Auto Ltd. with Kawasaki Heavy Industries of Japan to manufacture state-of-art range of latest two-wheelers in India. The JV has already given the Indian market the KB series, 4S and 4S Champion, Boxer, the Caliber series, and Wind125. Kawasaki Heavy Industries is a Fortune 500 company with a turnover of USD 10 billion (Rs. 45,840 crore). It has crafted new technologies for more than hundred years. The technologies of KHI have redefined space systems, aircrafts, jet engines, ships, locomotive, energy plants, automation system, construction machinery ,and of KHI has given the world its legendary series of 600-1200cc Ninja and 1600 Vulcan bikes. Straight from its design boards, the Kawasaki Bajaj Eliminator, India's first real cruiser bike, redefines the pleasure of "biking" in looks as well as performance. Company Flashback 'Inspiring Confidence,' the tagline, has build up confidence, through excitement engineering, not only to domestic consumers but also internationally. Established just eight decades back in 1926 by Jamnalal Bajaj, the company has been vested with India's largest exporter of two and three wheelers, 196,710 units in 2004-05, a great Bajaj Auto Ltd. sales have increased by approximately 21 per cent in the year 2004-05, which exceeds Rs 65.4 billion, a record in the history of the company. The gross operating profit stands at Rs. 9.3 billion, again a record. The profits after tax of the BAL are close to Rs. 7.7 billion, and the pre-tax return on operating. Capital The strength of the company is its quality products, excellence in engineering and design, and its ability to delight the customers. The Pulsar, introduced in November 2004, is continually dominating the premium segment of the motorcycle market, helping to maintain the market superiority. Discover DTSi, one more successful bike on Indian roads, is in the 'value' segment of the motorcycle market. It incorporates a high degree of power with fuel efficiency of a 100cc motorcycle.BAL is committed to prevention of pollution, continual improvement of environment performance and compliance with all environmental legislation and regulations. They always believe in

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providing the customer 'value for money' and keep a special eye upon quality, safety, productivity, cost and delivery.

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Bajaj Pulsar DTS-i

Manufacturer Bajaj Auto Production 2001-present

Engine

150 cc/180 cc/200 cc/220 cc Air-cooled, Oil Cooled, four-stroke cycle, single piston, kick start / electric start 20 hp (15 kW) @ 8500 rpm 19.12 Nm (14.10 lbft) @ 6500 rpm 5-Gear Front: Telescopic fork, 135 mm travel Rear: Nitrox gas assisted shock Absorbers. Front: 240/260 mm (disc) Rear: 130/230 mm (Drum/Disc) 17" tube/tubeless 1320 mm (dry), 140 kg (wet) Hero Honda CBZ Xtreme, Honda Unicorn , TVS Apache ,Hero Honda Karizma

Power Torque Transmission Suspension

Brakes

Tires Wheelbase Weight Related

ABOUT THE PRODUCT

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HISTORY Before the introduction of the Pulsar, the Indian motorcycle market trend was towards fuel efficient, small capacity motorcycles (that formed the 80-125 cc class). Bigger motorcycles with higher capacity virtually did not exist (except for Enfield Bullet). The launch and success of Hero Honda CBZ in 1999 showed that there was demand for performance bikes. Bajaj took the cue from there on and launched the Pulsar twins in India on November 24, 2001.Since the introduction and success of Hero Honda CBZ, the Indian youth began expecting high power and other features from affordable motorcycles. The project was faced with internal resistance, reservations by Mckinsey and doubts on its effects on Bajaj's relation with Kawasaki. The project required approximately 36 months for completion and cost Bajaj Rs 1 billion MARKET POSITION As of 2006, the Bajaj Pulsars form the most popular motorbike product in the newly emerging 150+ cc class of Indian two wheeler market. Bajaj have been regularly making alterations to it to make the motorbike look fresh at all times TECHNOLOGY DTSi DTSi stands for Digital Twin Spark Ignition, a Bajaj Auto trademark. The DTSi idea is a simple one to understand - it involved usage of two spark plugs (instead of the usual choice of one) per engine cylinder. Bajaj Auto holds an Indian patent for the DTSi technology. The Alfa Romeo TwinSpark engines, the BMW F650 Funduro which was sold in India from 1995 to 1997 also had a twin-spark plug technology, and the Rotax motorcycle engines, more recently Honda's iDSI Vehicle engines use a similar arrangement of two spark-plugs. However very few small capacity engines did eventually implement such a scheme in their production prototypes. This may be the case because the idea was perhaps not observed to yield any significant or noticeable performance benefit that could be justified against the additional investment of an extra spark plug. This may well be the reason behind very few Indian motorcycles offering products based

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While Bajaj claims that the Pulsar is a complete in house product, it should also be known that they had learnt a considerable know-how of building motorcycles from their erstwhile technology partner Kawasaki. ExhausTEC ExhausTEC stands for Exhaust Torque Expansion Chamber, a Bajaj Auto trademark. The technology involves use of a small chamber connected to the exhaust pipe of the engine to modify the back-pressure and the swirl characteristics, with an aim to improve the low-end performance of the bikes. This was attempted in response to the issue of a reported lack of low-end response in Bajaj's single-cylinder four-stroke engines. The ExhausTEC technology is claimed to be highly effective in improving the overall engine response, especially the lowend torque characteristics. This enhanced performance is claimed to come at no loss of topend performance or engine smoothness. VERSIONS 2001 The original Pulsar came with a 150 cc or 180 cc air-cooled, single-cylinder, petrol, spark-ignited four-stroke engine. They featured a single spark plug to ignite the air-fuel mixture fed from a carburetor, simple spring shock absorbers, round headlamp dome and 1,235 mm wheelbase. Disc brakes as standard equipment was a novelty in Indian motorcycles of the early 2000s. Other standard features were parking lights and an aircraft-type fuel tank lid. The 180 cc version came with Electric Start (ES) and twin-tone horn, both of which were optional equipment on the 150 cc version. 2003 The second generation Pulsars featured Bajaj Auto's newly developed DTSi technology, which increased the power rating of both versions by 1 bhp (0.75 kW) each and also increased fuel economy. This model also sported a new headlamp assembly, 1,320 mm wheelbase and standard twin-tone horn and trip meter.

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2005 In 2005, Bajaj launched another upgrade of the Pulsar. The bike was offered with 17inch (430 mm) alloy wheels as standard option, and the stance was also lowered by about 12 mm. It was the first time any bike maker in India had offered 17-inch (430 mm) profile wheels at the rear. The fuel tank now had a capacity of only 15 litres. The power output was now further increased to 13.5 bhp (10.1 kW) @ 8500 rpm for the 150 while it increased to 16.5 bhp (12.3 kW) @ 8500 rpm for the 180. The rear shock absorbers were now gas-filled Nitrox absorbers. 2006 Bajaj introduced another version of Pulsar. New features included: pilot lamps separated from the main headlamp, turn indicators with clear lenses and amber bulb, selfcancelling turn indicator switch, flush LCD screen with digital read-out of key vehicle data, non-contact speed sensor, non-contact backlit switches, twin-stripe LED tail-light assembly and side panels altered for a sharp, tapering-towards-the-rear look. The engine had increased torque availability, reduced vibration and improved gear shift feel. They also introduced the 1 Down 4 Up variant of the Gear box for the first time on sub 150 cc variants. 2007 Main article: Bajaj Pulsar 220 DTS-FiIn July 2007, Bajaj began selling the Bajaj Pulsar 220 DTS-Fi and Pulsar 200 DTS-i, featuring fuel injection and oil cooled engines, a digital dash, and modern styling. This bike has some features which are totally new to the Indian market, like the fuel injection itself, rear disc brake and clip-on handlebars (the last two only available in the 220 model). AWARDS The different variants of Pulsar have won the following awards. 2008 Bike India awards- Bike of the year- upto 250 cc Indian Motorcycle of the Year

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2007 CNBC-TV18 Autocar Auto Awards- Bike of the Year 2004 ICICI Bank OVERDRIVE Awards -Bike of the Year 2003 BBC World Wheels Award-Viewers Choice Two Wheeler of Year BBC World Wheels Award-Best Two Wheeler between Rs 55,000 to Rs 70,000 BBC World Wheels Award-Best Two Wheeler between Rs 45,000 to Rs 50,000 NFO Automotive- Motorcycle Total Customer Satisfaction Study ICICI Bank OVERDRIVE Awards -Bike of the year 2002 OVERDRIVE Awards- Most exciting bike of the year KEY FEATURES OF BAJAJ PULSAR Engine Oil Cooler to control the temperature and maintain the high speed and rpm. Digital Odometer, Digital Speedo Meter, Digital Fuel Gauge and two Digital Trip Meters contribute to enhanced riding comfort. Tubeless tyres for better road grip and stability. First bike in India with large 33 mm front fork for better shock absorbing ability. Constant velocity (CV) carburetor for high level of performance. Split seat for better riding and sitting comfort. The new Petrol tank flaps gives petrol tank an aerodynamic looks. PRICE & COMPETITION OF BAJAJ PULSAR DTSi With its innovative and latest technology Pulsar DTSi will be a tough competition to Hero Honda CBZ Xtreme, Honda Unicorn, TVS Apache and Hero Honda Karizma. Bajaj Pulsar DTSi is under the price tag of Rs. 70-75,000. (Please Note: The prices are ex-showroom and based on the close approximation. Please check the latest prices and variant specifications with your dealer)

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CHAPTER-4 ANALYSIS AND INTERPRETATION OF DATA

The data collected from the respondents are classified and presented as tables under various heading in the following pages. They are also arranged in such a way that a detailed analysis can be made so as to present suitable interpretation for the same. According to this chapter it is divided into two parts. Part-1 It deals with the analysis and interpretation of data relating to the respondent. Part-2 It deals with the application of statistical tools such as Percentage analysis Chi-square test Percentage Analysis Ratios are very of ten expressed on percentage. In calculation of percentage only one figure is taken as base and it is represented by hundred, the order figure is expressed as a ratio of this base. Simple percentage analysis = Number of respondents X 100 Sample size

Chi-Square-Analysis Chi-Square-Analysis is made to test the association between two attributes. The Chisquare value is calculated using the formula of Chi square X2 = (O-E)^2 / E O =Observed frequency E =Expected frequency Multiplying the corresponding row total with column total and dividing by grand total calculated the expected frequencies. This chi-square follows Chi square distribution with (r1)(c-1) degree of freedom r indicates the number of rows and c indicated the number of columns.

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Calculated chi square value is compared with the tabulated value of chi square so that the accepted or rejected null hypothesis can be decided.

TABLES PERCENTAGE ANALYSIS TABLE 4.1 AGE GROUP OF THE RESPONDENTS

S.NO 1. 2. 3. 4. AGE BELOW25 YEARS 25-35 YEARS 36-45 YEARS ABOVE 46 YEARS TOTAL RESPONDENTS 56 32 12 100 PERCENTAGE 56 32 12 100

INTERPRETATION The table shows that 56% of the respondents belong to the age group below 25 years, 32% of the respondents are between 25 to 35 years and 12% of the respondents are between 36-45 years. It can be concluded that majority 56% of the respondents are below the age group of 25 years.

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CHART-4.1 AGE GROUP OF THE RESPONDENTS

60 50
PERCENTAGE

56

40 30 32 20 10 0
Below 25 years 25-35 years 36-45 years

12

0
46 years & above

AGE GROUP

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TABLE 4.2 GENDER OF THE RESPONDENTS

S.NO 1. 2.

GENDER MALE FEMALE TOTAL

RESPONDENTS 100 _ 100

PERCENTAGE 100 _ 100

INTERPRETATION The table states that 100% of the respondents are male. It can be concluded that majority 100% of the respondents are male.

29

CHART-4.2 GENDER OF THE RESPONDENTS

120 100
PERCENTAGE

80 60 40 20

100

0 0
Male Female
GENDER

30

TABLE 4.3 OCCUPATION OF THE RESPONDENTS

S.NO 1. 2. 3.

OCCUPATION STUDENT BUSINESSMAN WORKING PROFESSION RETIRED PERSONS TOTAL

RESPONDENTS 50 14 26

PERCENTAGE 50 14 26

4.

10 100

10 100

INTERPRETATION Table showing that 50% of the respondents are students, 14% of the respondents are businessmen, 26% of the respondents are in working profession and 10% of the respondents are retired persons. It can be concluded that majority 50% of the respondents are students.

31

CHART-4.3 OCCUPATION OF THE RESPONDENTS

60 50 50
PERCENTAGE

40 30 20 10 0
Student Businessman
OCCUPATION

26 14

10
Working profession Retired person

32

TABLE 4.4 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

S.NO

EDUCATIONAL QUALIFICATION SSLC HSC DIPLOMA & UG DEGREE

RESPONDENTS

PERCENTAGE

1. 2. 3.

10 32

10 32

42

42

4.

PG & ABOVE TOTAL

16 100

16 100

INTERPRETATION Table showing that the educational qualification of 10% of the respondents are SSLC, 32% of the respondents are HSC, 42% of the respondents are Diploma &UG degree and 16% of the respondents are PG& above. It can be concluded that the educational qualification of majority 42% of the respondents is Diploma & UG degree.

33

CHART-4.4 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

45 40 35
PERCENTAGE

42

30 25 20 15 10 5 0
SSLC

32

16 10
HSC Diploma &UG Degree PG & above

EDUCATIONAL QUALIFICATION

34

TABLE 4.5 MARITAL STATUS OF THE RESPONDENTS

S.NO

MARITAL STATUS

RESPONDENTS

PERCENTAGE

1. 2.

MARRIED UNMARRIED TOTAL

36 64 100

36 64 100

INTERPRETATION Table showing that 36% of respondents are married and 64% of respondents are unmarried. It can be concluded that majority 64% of the respondents are unmarried.

CHART-4.5

35

MARITAL STATUS OF THE RESPONDENTS

70 60
PERCENTAGE

64

50 40 30 20 10 0
Married Unmarried

36

MARITAL STATUS

36

TABLE -4.6 INCOME LEVEL OF THE RESPONDENTS

S.NO 1. 2. 3. 4.

INCOME LEVEL BELOW Rs5000 Rs.5001-Rs.10000 Rs.10001-Rs.15000 ABOVE Rs.15000 TOTAL

RESPONDENTS 4 14 32 50 100

PERCENTAGE 4 14 32 50 100

INTERPRETATION Table showing that 4% of the respondents are earning below Rs.5000 , 14% of the respondents are earning between Rs.5001-Rs.10000, 32% of the respondents are earning between Rs.10001-Rs15000 and 50% of the respondents are earning above Rs.15000. It can be concluded that majority 50% of the respondent are earning above Rs.15000.

37

CHART-4.6 INCOME LEVEL OF THE RESPONDENTS

60 50
PERCENTAGE

50

40 30 20 10 0 4
Below Rs.5000 Rs.5001Rs.10000 Rs.10001Rs.15000 Rs.15000& above

32

14

INCOME LEVEL

38

TABLE 4.7 SOURCE OF INFORMATION FOR THE PURCHASE

S.NO

SOURCE OF INFORMATION FAMILY FRIENDS MEDIA DEALERS TOTAL

RESPONDENTS

PERCENTAGE

1. 2. 3. 4.

8 30 45 17 100

8 30 45 17 100

INTERPRETATION Table showing that 8% of the respondents are influenced through family and 30% of the respondents are influenced through friends, 45% of the respondents are influenced through media and 17% of the respondents are influenced through dealers. It can be concluded that majority 45% of them are influenced through media.

TABLE 4.8 39

MODE OF PURCHASE

S NO

MODE OF PURCHASE CASH CREDIT TOTAL

RESPONDENTS

PERCENTAGE

1. 2.

42 58 100

42 58 100

INTERPRETATION Table showing that 42% of the respondents have bought through cash and 58% of the respondents have bought through credit. It can be concluded that majority 58% of the respondents have bought through credit.

40

TABLE 4.9 MODE OF CREDIT PURCHASE

S NO

MODE OF CREDIT PURCHASE THROUGH BANK FINANCIAL INSTITUTION TOTAL

RESPONDENTS

PERCENTAGE

1. 2.

55 45

55 45

100

100

INTERPRETATION Table showing that 55% of the respondents have bought through bank and 45% of the respondents have bought through financial institution. It can be concluded that Majority 55% of the respondents have bought through bank.

41

TABLE 4.10 SATISFACTION WITH THE PRICE

S NO

SATISFACTION WITH THE PRICE YES NO TOTAL

RESPONDENTS

PERCENTAGE

1. 2.

90 10 100

90 10 100

INTERPRETATION Table showing that 90% of respondents are satisfied with the price and 10% of respondents are not satisfied with the price. It can be concluded that majority 90% of respondents are satisfied with the price.

42

TABLE -4.11 REASON FOR PURCAHSING

S NO

REASON FOR PURCHASING BRAND NAME PRICE ECONOMY FUEL ECONOMY EASY HANDLING SPEED TOTAL

RESPONDENTS

PERCENTAGE

1. 2. 3. 4. 5.

8 48 44 100

8 48 44 100

INTERPRETATION The table states that 48% of the respondents have purchased the bike for easy handling. 44% of respondents have purchased for its speed and 8% of the respondents have purchased for brand name. It can be concluded that majority 48% of the respondents are purchased the bike for easy handling.

TABLE -4.12 43

VARIOUS SERIES OF BAJAJ PULSAR

S NO

VARIOUS SERIES OF BAJAJ PULSAR 150CC 180CC 200CC 220CC TOTAL

RESPONDENTS

PERCENTAGE

1. 2. 3. 4.

15 30 22 33 100

15 30 22 33 100

INTERPRETATION The table states that 15% of the respondents are having 150cc bike, 30% of the respondents are having 180cc bike,22% of the respondents are having 200cc bike and 33% of the respondents are having 220cc bike. It can be concluded that majority 33% of the respondents having 220cc bike.

TABLE-4.13 SATISFACTION WITH BRAND IMAGE 44

S NO

1. 2. 3. 4. 5.

SATISFACTION WITH BRAND IMAGE HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL

RESPONDENTS

PERCENTAGE

24 32 28 16 100

24 32 28 16 100

INTERPRETATION The table states that 24% of the respondents are highly satisfied, 32% of the respondents are satisfied, 28% of the respondents are neutral, 16% of the respondents are dissatisfied, and none of the respondents are highly dissatisfied with the brand image. It can be concluded that majority 32% of the respondents are satisfied with the brand image.

CHART-4.7 SATISFACTION WITH BRAND IMAGE 45

35 30
PERCENTAGE

32 28 24

25 20 15 10 5 0
Highly satisfied Satisfied

16

0
Neutral Dissatisfied Highly dissatisfied

SATISFACTION WITH BRAND IMAGE

TABLE-4.14 COLOUR 46

S. NO 1. 2. 3. 4. 5.

COLOURS RED BLACK BLUE GRAY YELLOW TOTAL

RESPONDENTS 28 40 12 14 6 100

PERCENTAGE 28 40 12 14 6 100

INTERPRETATION The table states that 28% of the respondents are having Red colour bike,40 % of the respondents are having Black colour bike, 12% of the respondents are having Blue colour bike, 14% of the respondents are having Grey colour bike and 6% of respondents are having Yellow colour bike, It can be concluded that majority 40% of the respondents are having Black colour bike.

TABLE-4.15 PERIOD OF USAGE

47

S. NO 1. 2. 3. 4.

PERIOD OF USAGE BELOW 1 YEAR 1-2YEARS 2-4YEARS ABOVE 5 TOTAL

RESPONDENTS 20 40 28 12 100

PERCENTAGE 20 40 28 12 100

INTERPRETATION The table states that 20% of the respondents are using the Bajaj Pulsar bike for below one year, 40% of the respondents are using for the period of 1-2 years, 28% of the respondents are using for 2-4 years and 12% of the respondents are using above 5 years. It can be concluded that majority 40% of the respondents are using Bajaj pulsar bike for 1-2 years.

CHART-4.8 PERIOD OF USAGE

48

45 40 35
PERCENTAGE

40

30 25 20 15 10 5 0
Below 1 Year 1-2 Years 2-4Years Above 5 years

28 20 12

PERIOD OF USAGE

TABLE-4.16 QUALITY OF FREE SERVICE

49

S NO

1. 2. 3. 4. 5.

QUALITY OF FREE SERVICE HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL

RESPONDENTS

PERCENTAGE

24 32 24 16 4 100

24 32 24 16 4 100

INTERPRETATION The table states that 24% of the respondents are highly satisfied, 32% of the respondents are satisfied, 24% of the respondents are neutral, 16% of the respondents are dissatisfied, and 4% of the respondents are highly dissatisfied with the quality of free service provided. It can be concluded that majority 32% of the respondents are satisfied with the quality of free service provided.

TABLE-4.17 AVAILABILITY OF SPARE PARTS

50

S NO

AVAILABILITY OF SPARE PARTS YES NO TOTAL

RESPONDENTS

PERCENTAGE

1. 2.

100 0 100

100 0 100

INTERPRETATION The table states that 100% of the respondents say that the spare parts are available. It can be concluded that majority 100% of the respondents say that the spare parts are available.

TABLE-4.18 SATISFACTION WITH THE MAINTANENCE

51

S NO

SATISFACTION WITH THE MAINTANENCE HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL

RESPONDENTS

PERCENTAGE

1. 2. 3. 4. 5.

24 36 20 16 4 100

24 36 20 16 4 100

INTERPRETATION The table states that 24% of the respondents are highly satisfied, 36% of the respondents are satisfied, 20% of the respondents are neutral, 16% of the respondents are dissatisfied, and 4% none of the respondents are highly dissatisfied with the maintenance. It can be concluded that majority 36% of the respondents are satisfied with the maintenance.

CHART-4.9 SATISFACTION WITH THE MAINTANENCE

52

40 35 30
PERCENTAGE

36

25 20 15 10 5 0
Highly satisfied Satisfied Neutral Dissatisfied

24

20 16

4
Highly dissatisfied

SATISFACTION WITH THE MAINTENANCE

TABLE-4.19 NORMAL SPEED 53

S NO 1. 2. 3. 4.

NORMAL SPEED BELOW 40 km 40-60 km 60-90 km ABOVE 90 km TOTAL

RESPONDENTS 16 20 52 12 100

PERCENTAGE 16 20 52 12 100

INTERPRETATION The table states that 16% of the respondents ride below 40km speed, 20% of the respondents ride between 40 -60km speed, 52% of the respondents ride between 60-90km speed and 12% of the respondents ride above 90Km speed. It can be concluded that majority 52% of the respondents ride between 60-90km speed.

54

TABLE-4.20 DISTANCE TRAVELLED PER DAY

S NO

DISTANCE TRAVELLED PER DAY BELOW 25 km 25-50 km 50-75 km ABOVE 75 km TOTAL

RESPONDENTS

PERCENTAGE

1. 2. 3. 4.

20 52 16 12 100

20 52 16 12 100

INTERPRETATION The table states that 20 % of the respondents travel below 25km per day, 52 % of the respondents travel between 25- 50km per day, 16 % of the respondents travel between 5075km per day and 12 % of the respondents travel above 75km per day. It can be concluded that majority 52% of the respondents travel between 2550km per day.

55

TABLE-4.21 SATISFACTION WITH MILEAGE

S NO

1. 2. 3. 4. 5.

SATISFACTION WITH MILEAGE HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL

RESPONDENTS

PERCENTAGE

4 12 14 42 28 100

4 12 14 42 28 100

INTERPRETATION The table states that 4% of the respondents are highly satisfied, 12% of the respondents are satisfied, 14% of the respondents are neutral, 42% of the respondents are dissatisfied, and 28% none of the respondents are highly dissatisfied with the mileage. It can be concluded that majority 42% of the respondents are dissatisfied with the mileage.

56

CHART-4.10 SATISFACTION WITH MILEAGE

45 40 35
PERCENTAGE

42

30 25 20 15 10 5 0 12 4
Highly satisfied Satisfied Neutral Dissatisfied

28

14

Highly dissatisfied

SATISFACTION WITH MILEAGE

57

TABLE-4.22 PROBLEMS FACED WITH BAJAJ PULSAR

S NO

PROBLEMS FACED MILEAGE MAINTENANCE SPARE PARTS AVAILABILITY RESALE VALUE SAFETY TOTAL

RESPONDENTS

PERCENTAGE

1. 2. 3. 4. 5.

32 15 10 18 25 100

32 15 10 18 25 100

INTERPRETATION The table states that the problem faced by 32 % of the respondents are mileage, 15 % of the respondents are maintenance, 10 % of the respondents are spare parts availability, 18% of the respondents are resale value and 25 % of the respondents is safety. It can be concluded that majority 32%of the respondents are facing mileage problem.

CHART-4.11 58

PROBLEMS FACED WITH BAJAJ PULSAR

35 30
PERCENTAGE

25 20 15 10 5 0

32 25 18 15 10

Mileage

Maintenance

Spare parts Resale value availability PROBLEMS FACED

Safety

TABLE-4.23 59

SATISFACTION WITH RESALE VALUE

S NO

1. 2. 3. 4. 5.

SATISFACTION WITH RESALE VALUE HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL

RESPONDENTS

PERCENTAGE

14 30 10 26 20 100

14 30 10 26 20 100

INTERPRETATION The table states that 14% of the respondents are highly satisfied, 30% of the respondents are satisfied, 10% of the respondents are neutral, 26% of the respondents are dissatisfied, and 20% of the respondents are highly dissatisfied with the resale value. It can be concluded that majority 30%of the respondents are satisfied with resale value.

TABLE-4.24 60

FACTORS INFLUENCED TO BUY BAJAJ PULSAR

S NO

FACTORS INFLUENCED

RESPONDENTS

PERCENTAGE

1. 2. 3. 4. 5. 6.

INITIAL PICK UP APPEEARANCE PAINTING AND FINISHING BREAK EFFICIENCY ROAD GRIP DESIGN

22 29 5 18 15 11

22 29 5 18 15 11

TOTAL

100

100

INTERPRETATION The table states that the factors influenced to buy Bajaj Pulsar for 22 % of the respondents are initial pick up, 29 % of the respondents are appearance, 5 % of the respondents are painting and finishing, 18 % of the respondents are break efficiency, 15 % of the respondents are road grip and 11 % of the respondents are design. It can be concluded that majority 29% of the respondents are influenced by the appearance of the bike.

CHART-4.12

61

FACTORS INFLUENCING TO BUY BAJAJ PULSAR

35 30
PERCENTAGE

25 20 15 10 5 0 22

29

18 15 11 5
Initial pick Appearance Painting & up finishing Break efficiency Road grip Design

FACTORS INFLUENCED

CHI-SQUARE TEST 62

TABLE-4.25 RELATIONSHIP BETWEEN OCCUPATION AND REASON FOR PURCHASING

Null Hypothesis: There is no significant relationship between occupation and reason for purchasing.

O 4 0 0 26 20 2 0 0 4 8 0 0 0 10 16 2 0 0 8 0

E 4 0 0 24 22 1 0 0 7 6 2 0 0 12 11 1 0 0 5 4

(O-E) 0 0 0 2 -2 1 0 0 -3 2 -2 0 0 -2 5 1 0 0 3 -4

(O-E)2 0 0 0 4 4 1 0 0 9 4 4 0 0 4 25 1 0 0 9 16 TOTAL

(O-E)2/E 0.00 0.00 0.00 0.17 0.18 1.00 0.00 0.00 1.29 0.67 2.00 0.00 0.00 0.33 2.27 1.00 0.00 0.00 1.80 4.00 14.71

Calculate value

Degree of Freedom

Table value

Accepted/Rejected

Level of Significance

63

14.71

12

21.026

Accepted

5%

The calculated value of chi-square is less than the table value of 5% level of significance. So the null hypothesis is accepted. Hence there is no relationship between occupation and reason for purchasing.

TABLE-4.26 64

RELATIONSHIP BETWEEN MONTHLY INCOME AND MAINTENANCE

Null Hypothesis: There is no significant relationship between monthly income and maintenance. O 0 0 12 12 0 8 8 20 0 4 6 10 0 2 6 8 4 0 0 0 E 1 3 8 12 1 5 12 18 1 3 6 10 1 2 5 8 0 1 1 2 (O-E) -1 -3 4 0 -1 3 -4 2 -1 1 0 0 -1 0 1 0 4 -1 -1 -2 (O-E)2 1 9 16 0 1 9 16 4 1 1 0 0 1 0 1 0 16 1 1 4 TOTAL (O-E)2/E 1.00 3.00 2.00 0.00 1.00 1.80 1.33 0.22 1.00 0.33 0.00 0.00 1.00 0.00 0.20 0.00 0.00 1.00 1.00 2.00 16.89

Calculate value

Degree of Freedom

Table value

Accepted/Rejected

Level of significance

65

16.89

12

21.026

Accepted

5%

The calculated value of chi-square is less than the table value of 5% level of significance. So the null hypothesis is accepted. Hence there is no relationship between monthly income and maintenance.

66

TABLE-4.27 RELATIONSHIP BETWEEN AGE AND SPEED

Null Hypothesis: There is no significant relationship between between age and speed.

O 0 10 6 0 14 4 2 0 32 16 4 0 10 2 0 0

E 9 5 2 0 11 6 2 0 29 17 6 0 7 4 1 0

(O-E) -9 5 4 0 3 -2 0 0 3 -1 -2 0 3 -2 -1 0

(O-E)2 81 25 16 0 9 4 0 0 9 1 4 0 9 4 1 0 TOTAL

(O-E)2/E 9.00 5.00 8.00 0.00 0.82 0.67 0.00 0.00 0.31 0.06 0.67 0.00 1.29 1.00 1.00 0.00 27.81

Calculate value

Degree of Freedom

Table value

Accepted/Rejected

Level of significance

67

27.81

16.919

Rejected

5%

The calculated value of chi-square is more than the table value of 5% level of significance. So the null hypothesis is rejected. Hence there is between age and speed. significant relationship

TABLE-4.28 68

RELATIONSHIP BETWEEN MONTHLY INCOME AND REASON FOR PURCHASING

Null Hypothesis: There is no significant relationship between monthly income and reason for purchase. . O 0 2 0 6 0 0 0 0 0 0 0 0 2 10 22 14 2 2 10 30 E 1 1 3 4 0 0 0 0 0 0 0 0 2 7 15 24 2 6 14 22 (O-E) -1 1 -3 2 0 0 0 0 0 0 0 0 0 3 7 -10 0 -4 -4 8 (O-E)2 1 1 9 4 0 0 0 0 0 0 0 0 0 9 49 100 0 16 16 64 TOTAL (O-E)2/E 1.00 1.00 3.00 1.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 1.29 3.27 4.17 0.00 2.67 1.14 2.91 21.44

Calculate value

Degree of Freedom

Table value

Accepted/Rejected

Level of significance

69

21.44

12

21.026

Rejected

5%

The calculated value of chi-square is more than the table value of 5% level of significance. So the null hypothesis is rejected. Hence there is relationship between monthly income and reason for purchasing.

CHAPTER-5 FINDINGS 70

The findings are the most important part of a research study and hence the research has given the following findings. Following are the findings from the percentage table. Majority 56% of the respondents are below the age group of 25 years. Majority 100% of the respondents are male. Majority 50% of the respondents are students. Majority 42% of the respondents educational qualification is Diploma and UG degree. Majority 64% of the respondents are unmarried. Majority 50% of the respondents are earning above Rs.15000 Majority 45% of the respondents are influenced the source through media. Majority 58% of the respondents have purchased through credit Majority 55% of the respondents have purchased through Bank credit. Majority 90 % of the respondents are satisfied with the price. Majority 48% of the respondents have purchase Bajaj Pulsar for Easy handling. Majority 33% of the respondents have purchased 220cc Bajaj Pulsar bike. Majority 32% of the respondents are satisfied with the brand image. Majority 40% of the respondents are having Black colour Bajaj Pulsar. Majority 40% of the respondents are using for 1-2 years. Majority 32% of the respondents are satisfied with the quality of free service. Majority 100% of the respondents say that the spare parts are available. Majority 36% of the respondents are satisfied with the maintenance. Majority 52% of the respondents are riding at an normal speed of 60-90Km. Majority 52% of the respondents travel from 25km-50km per day. Majority 42% of the respondents are dissatisfied with the mileage. Majority 32% of the respondents say that they are facing mileage problems with Bajaj Pulsar. Majority 30% of the respondents are satisfied with the resale value. Majority 29% of the respondents are influenced by the appearance of Bajaj Pulsar. Following are the findings from the chi-square test.

71

 The table shows that there is no significant relationship between occupation and reason for purchasing. The table shows that there is no significant between monthly income and maintenance. The table shows that there is significant between age and speed. The table shows that there is significant between monthly income and reason for purchasing.

SUGGESSION 72

 Even though there are various media available for giving advertisement for Bajaj Pulsar, it is a known fact that majority of the customers are attracted by TV advertisement. In the present study it was found that 45% of the respondents are influenced by TV advertisement to buy their Bajaj Pulsar. Hence it is suggested that still more effective steps to be taken by this manufacturer of Bajaj Pulsar to spread through advertisement. Ensure the advertisement should reach rural and urban areas. There are few respondents who are not satisfied with the price. Hence it is suggested that proper steps could be taken by the manufacturer to reduce the prices. If they do so it can be expected that most of the low & middle class people may come forward to buy many Bajaj Pulsar. In such a way turnover of Bajaj Pulsar can be increased. While examining problem fact by the Bajaj Pulsar, it was found that mileage is one of the biggest problem faced by the customers. So it is suggested that manufacturer of Bajaj Pulsar could take necessary steps to manufacture the Bajaj Pulsar with good quality of rings & pistons. Break drum line can be improved and satisfy needs of the customer. The company can introduce exhibition & exchange mela may be concluded more often at regular intervals to satisfy the old customers and to attract new customers. Price and technology are concerned to be the most important reason for brand switching by the customer. Hence the manufacturer should be more competitive &continuously be vigilant in upgrading technology of their product to gain competitive advantage.

CONCLUSION 73

In the present scenario customers prefer to purchase Bajaj Pulsar due to various reasons such as appearance, quality, durability, dealers and sales service. Majority of the respondents are highly satisfied with the price, brand, easy handling and maintenance. For this reason they could be easily marketed in Mettupalayam Town. So the manufacturer shall pay special attention to above factors to make their business more successful and satisfy the customers.

BIBLIOGRAPHY 74

Books: Modern Marketing Modern Marketing and Principles - Mr.Kathiresan Radha. - Mr. Philip Kotler,Rajan saxena - Mr. R.S.N.Pillai Bagavathi, - Sulthan Chand and sons, - Dr.N.Rajan Nair and - Sajitha R.Nair. Research Methodology Statistical method Research and Business Statistical method - Mr. C.R.Kothari - Mr.S.P.Guptha - Mr.C.William Memory. Marketing Management

Journal: Advertising & Marketing Journal Journal of Marketing Journal of Marketing Research Journal of Consumer Research Web sites: www.google.com www.bajajpulsar.com www.yahoo.com. www.jaibajaj.com

75

APPENDIX A STUDY ON CUSTOMER SATISFICATION TOWADRS BAJAJ PULSAR WITH REFERENCE TO METTUPALAYAM TOWN
1. NAME : 2. AGE a) Below 25 years b) 25-35years c) 36-45years 3. GENDER a) Male b) Female d) 46years & above

4. OCCUPATION a) Student b) Businessman c) Working profession. d) Others 5. EDUCATIONAL QUALIFICATIONS a) SSLC b) HSC 6. MARITAL STATUS a) Married 7. b) Unmarried c) Diploma & UG Degree d) PG & Above

MONTHLY INCOME a) Below Rs.5000 d) Rs 15000 & above b) Rs.5001-Rs.10000 c) Rs.10001-Rs.15000

8.

WHAT WAS THE SOURCE OF INFORMATION FOR THE PURCHASE OF BAJAJ PULSAR? a) Family b) Friends c) Media d) Dealers

9.

WHAT IS THE MODE OF PURCHASE? a) Cash b) Credit.

10.

IF CREDIT MENTION MODE OF PURCHASE. a) Through Bank b) Financial institution

76

11.

ARE YOU SATISFIED WITH THE PRICE? a) Yes b) No.

12. WHY DID YOU PURCHASE BAJAJ PULSAR? a) Brand image b) price economy c) fuel economy d) easy handling e) speed

13. ARE YOU AWARE OF VARIOUS SERIES OF BAJAJ PULSAR MOTORCYCLES DO YOU HAVE? a) Yes b) No.

14. IF YES MENTION THE SERIES WHICH YOU ARE AWARE? a) 150cc b) 180cc c) 200cc d) 220cc 15. ARE YOU SATISFIED WITH THE BRAND IMAGE? a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

16. WHAT IS THE COLOUR OF YOUR BIKE? a) Red b) Black c) Blue d) Grey e) Yellow 17. HOW LONG ARE YOU USING BAJAJ PULSAR? a) Below 1yrs 18. a) 1-2yrs b) 2-4yrs c) Above 5yrs

ARE YOU SATISFIED WITH THE QUALITY OF FREE SERVICE PROVIDED? a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

19.

ARE THE SPARE PARTS OF BAJAJ PULSAR EASILY AVAILABLE? a) Yes b) No

20.

ARE YOU SATISFIED WITH THE MAINTENANCE? a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

77

21.

WHAT IS THE NORMAL SPEED WHEN YOU DRIVE BAJAJ PULSAR? a) Below 40Km b) 40-60Km c) 60-90 Km d) Above 90Km

22.

HOW MANY KILOMETERS DO YOU TRAVEL PER DAY? a) Below 25 Km b) 25-50Km c) 50-75 Km d) Above 75Km

23.

ARE YOU SATISFIED WITH THE MILEAGE? a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

24.

DO YOU FACE ANY PROBLEMS WITH BAJAJ PULSAR? a) Yes b) No

25.

IF YES SPECIFY THE PROBLEM YOU FACE a) Mileage e) Safety b) Maintenance c) Availability of spare parts d) Resale value

26.

ARE YOU SATISFIED WITH THE RESALE VALUE? a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

27.

FACTORS INFLUENCING TO PURCHASE BAJAJ PULSAR a) Initial pick up b) Appearance c) Painting & finishing d)Break efficiency e) Road grip f) Design

28.

GIVE YOUR SUGGESTIONS TO IMPROVE BAJAJ PULSAR

78