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 co-

coordinated, 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 person’s feelings of pleasure or

disappointment resulting from company a product’s 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

1

experience disconfirmed expectation, which heal to dissatisfaction. The larger the gap

between expectation and performance the greater the customer’s 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 company’s performance they also ask buyer’s

views on their competitor’s 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.

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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

3

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

4

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

5

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

6

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

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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

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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

9

CHAPTER-1INTRODUCTION 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

CHAPTER-2

REVIEW OF LITERATURE

10

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, today’s 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.

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)

11

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.

REFERENCE

12

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): Today’s 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 by financial

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.

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

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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.

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.

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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 two-

wheeler 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

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

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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 two-

wheeler 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.

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

16

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 2011¬-

12. 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 long-

term 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.

COMPANY’S 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

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

17

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

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.

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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

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

Power 20 hp (15 kW) @ 8500 rpm

Torque 19.12 N·m (14.10 lb·ft) @ 6500 rpm

Transmission 5-Gear

Suspension Front: Telescopic fork, 135 mm travelRear: Nitrox gas assisted shock Absorbers.

Brakes Front: 240/260 mm (disc)Rear: 130/230 mm (Drum/Disc)

Tires 17" tube/tubeless

Wheelbase 1320 mm

Weight  (dry), 140 kg (wet)

Related Hero Honda CBZ Xtreme, Honda Unicorn , TVS Apache ,Hero Honda Karizma

ABOUT THE PRODUCT

20

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 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 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

21

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 low-

end torque characteristics. This enhanced performance is claimed to come at no loss of top-

end 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.

22

2005

In 2005, Bajaj launched another upgrade of the Pulsar. The bike was offered with 17-

inch (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, self-

cancelling 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

23

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)

24

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 Chi-

square 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 (r-

1)(c-1) degree of freedom ‘r’ indicates the number of rows and ‘c’ indicated the number of

columns.

Calculated chi square value is compared with the tabulated value of chi square so that

the accepted or rejected null hypothesis can be decided.

25

TABLES

PERCENTAGE ANALYSIS

TABLE 4.1

AGE GROUP OF THE RESPONDENTS

S.NO AGE RESPONDENTS PERCENTAGE

1. BELOW25 YEARS 56 56

2. 25-35 YEARS 32 32

3. 36-45 YEARS 12 12

4. ABOVE 46 YEARS - -

TOTAL 100 100

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.

26

CHART-4.1

AGE GROUP OF THE RESPONDENTS

27

TABLE 4.2

GENDER OF THE RESPONDENTS

S.NO GENDER RESPONDENTS PERCENTAGE

1. MALE 100 100

2. FEMALE _ _

TOTAL 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.

28

CHART-4.2

GENDER OF THE RESPONDENTS

29

TABLE 4.3

OCCUPATION OF THE RESPONDENTS

S.NO OCCUPATION RESPONDENTS PERCENTAGE

1. STUDENT 50 50

2. BUSINESSMAN 14 14

3. WORKING PROFESSION

26 26

4. RETIRED PERSONS 10 10

TOTAL 100 100

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.

30

CHART-4.3

OCCUPATION OF THE RESPONDENTS

31

TABLE 4.4

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

S.NO EDUCATIONAL QUALIFICATION

RESPONDENTS PERCENTAGE

1. SSLC 10 10

2. HSC 32 32

3. DIPLOMA & UG DEGREE

42 42

4. PG & ABOVE 16 16

TOTAL 100 100

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.

32

CHART-4.4

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

33

TABLE 4.5

MARITAL STATUS OF THE RESPONDENTS

S.NO MARITAL STATUS RESPONDENTS PERCENTAGE

1. MARRIED 36 36

2. UNMARRIED 64 64

TOTAL 100 100

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.

34

CHART-4.5MARITAL STATUS OF THE RESPONDENTS

35

TABLE -4.6INCOME LEVEL OF THE RESPONDENTS

S.NO INCOME LEVEL RESPONDENTS PERCENTAGE

1. BELOW Rs5000 4 4

2. Rs.5001-Rs.10000 14 14

3. Rs.10001-Rs.15000 32 32

4. ABOVE Rs.15000 50 50

TOTAL 100 100

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.

36

CHART-4.6

INCOME LEVEL OF THE RESPONDENTS

37

TABLE 4.7

SOURCE OF INFORMATION FOR THE PURCHASE

S.NO SOURCE OF INFORMATION

RESPONDENTS PERCENTAGE

1. FAMILY 8 8

2. FRIENDS 30 30

3. MEDIA 45 45

4. DEALERS 17 17

TOTAL 100 100

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.

38

TABLE 4.8

MODE OF PURCHASE

S NO MODE OF PURCHASE

RESPONDENTS PERCENTAGE

1. CASH 42 42

2. CREDIT 58 58

TOTAL 100 100

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.

39

TABLE 4.9

MODE OF CREDIT PURCHASE

S NO MODE OF CREDIT

PURCHASE

RESPONDENTS PERCENTAGE

1. THROUGH BANK 55 55

2. FINANCIAL INSTITUTION

45 45

TOTAL 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.

40

TABLE 4.10

SATISFACTION WITH THE PRICE

S NO SATISFACTION WITH THE PRICE

RESPONDENTS PERCENTAGE

1. YES 90 90

2. NO 10 10

TOTAL 100 100

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.

41

TABLE -4.11

REASON FOR PURCAHSING

S NO REASON FOR PURCHASING

RESPONDENTS PERCENTAGE

1. BRAND NAME 8 8

2. PRICE ECONOMY - -

3. FUEL ECONOMY - -

4. EASY HANDLING 48 48

5. SPEED 44 44

TOTAL 100 100

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.

42

TABLE -4.12

VARIOUS SERIES OF BAJAJ PULSAR

S NO VARIOUS SERIES OF BAJAJ PULSAR

RESPONDENTS PERCENTAGE

1. 150CC 15 15

2. 180CC 30 30

3. 200CC 22 22

4. 220CC 33 33

TOTAL 100 100

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.

43

TABLE-4.13

SATISFACTION WITH BRAND IMAGE

S NO SATISFACTION WITH BRAND

IMAGE

RESPONDENTS PERCENTAGE

1.HIGHLY

SATISFIED 24 24

2. SATISFIED 32 32

3. NEUTRAL 28 28

4. DISSATISFIED 16 16

5.HIGHLY

DISSATISFIED - -

TOTAL 100 100

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.

44

CHART-4.7

SATISFACTION WITH BRAND IMAGE

45

TABLE-4.14

COLOUR

S. NO COLOURS RESPONDENTS PERCENTAGE

1. RED 28 28

2. BLACK 40 40

3. BLUE 12 12

4. GRAY 14 14

5. YELLOW 6 6

TOTAL 100 100

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.

46

TABLE-4.15

PERIOD OF USAGE

S. NO PERIOD OF USAGE

RESPONDENTS PERCENTAGE

1. BELOW 1 YEAR 20 20

2. 1-2YEARS 40 40

3. 2-4YEARS 28 28

4. ABOVE 5 12 12

TOTAL 100 100

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.

47

CHART-4.8

PERIOD OF USAGE

48

TABLE-4.16

QUALITY OF FREE SERVICE

S NO QUALITY OF FREE SERVICE

RESPONDENTS PERCENTAGE

1.HIGHLY

SATISFIED 24 24

2. SATISFIED 32 32

3. NEUTRAL 24 24

4. DISSATISFIED 16 16

5.HIGHLY

DISSATISFIED 4 4

TOTAL 100 100

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.

49

TABLE-4.17

AVAILABILITY OF SPARE PARTS

S NO AVAILABILITY OF SPARE PARTS

RESPONDENTS PERCENTAGE

1. YES 100 100

2. NO 0 0

TOTAL 100 100

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.

50

TABLE-4.18

SATISFACTION WITH THE MAINTANENCE

S NO SATISFACTION WITH THE

MAINTANENCE

RESPONDENTS PERCENTAGE

1.HIGHLY

SATISFIED 24 24

2. SATISFIED 36 36

3. NEUTRAL 20 20

4. DISSATISFIED 16 16

5.HIGHLY

DISSATISFIED 4 4

TOTAL 100 100

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.

51

CHART-4.9

SATISFACTION WITH THE MAINTANENCE

52

TABLE-4.19

NORMAL SPEED

S NO NORMAL SPEED RESPONDENTS PERCENTAGE

1. BELOW 40 km 16 16

2. 40-60 km 20 20

3. 60-90 km 52 52

4. ABOVE 90 km 12 12

TOTAL 100 100

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.

53

TABLE-4.20

DISTANCE TRAVELLED PER DAY

S NO DISTANCE TRAVELLED PER

DAY

RESPONDENTS PERCENTAGE

1. BELOW 25 km 20 20

2. 25-50 km 52 52

3. 50-75 km 16 16

4. ABOVE 75 km 12 12

TOTAL 100 100

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 50-

75km per day and 12 % of the respondents travel above 75km per day.

It can be concluded that majority 52% of the respondents travel between 25-

50km per day.

54

TABLE-4.21SATISFACTION WITH MILEAGE

S NO SATISFACTION WITH MILEAGE

RESPONDENTS PERCENTAGE

1.HIGHLY

SATISFIED 4 4

2. SATISFIED 12 12

3. NEUTRAL 14 14

4. DISSATISFIED 42 42

5.HIGHLY

DISSATISFIED 28 28

TOTAL 100 100

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.

55

CHART-4.10

SATISFACTION WITH MILEAGE

56

TABLE-4.22

PROBLEMS FACED WITH BAJAJ PULSAR

S NO PROBLEMS FACED

RESPONDENTS PERCENTAGE

1. MILEAGE 32 32

2. MAINTENANCE 15 15

3.SPARE PARTS

AVAILABILITY10 10

4. RESALE VALUE 18 18

5. SAFETY 25 25

TOTAL 100 100

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.

57

CHART-4.11

PROBLEMS FACED WITH BAJAJ PULSAR

58

TABLE-4.23

SATISFACTION WITH RESALE VALUE

S NO SATISFACTION WITH RESALE

VALUE

RESPONDENTS PERCENTAGE

1.HIGHLY

SATISFIED 14 14

2. SATISFIED 30 30

3. NEUTRAL 10 10

4. DISSATISFIED 26 26

5.HIGHLY

DISSATISFIED 20 20

TOTAL 100 100

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.

59

TABLE-4.24

FACTORS INFLUENCED TO BUY BAJAJ PULSAR

S NO FACTORS

INFLUENCED

RESPONDENTS PERCENTAGE

1. INITIAL PICK UP 22 22

2. APPEEARANCE 29 29

3.PAINTING AND

FINISHING5 5

4.BREAK

EFFICIENCY18 18

5. ROAD GRIP 15 15

6. DESIGN 11 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.

60

CHART-4.12

FACTORS INFLUENCING TO BUY BAJAJ PULSAR

61

CHI-SQUARE TEST

TABLE-4.25

RELATIONSHIP BETWEEN OCCUPATION AND REASON FOR

PURCHASING

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

O E (O-E) (O-E)2 (O-E)2/E4 4 0 0 0.000 0 0 0 0.000 0 0 0 0.0026 24 2 4 0.1720 22 -2 4 0.182 1 1 1 1.000 0 0 0 0.000 0 0 0 0.004 7 -3 9 1.298 6 2 4 0.670 2 -2 4 2.000 0 0 0 0.000 0 0 0 0.0010 12 -2 4 0.3316 11 5 25 2.272 1 1 1 1.000 0 0 0 0.000 0 0 0 0.008 5 3 9 1.800 4 -4 16 4.00      TOTAL 14.71

62

Calculate value Degree of Freedom Table value Accepted/Rejected Level of Significance

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.

63

TABLE-4.26

RELATIONSHIP BETWEEN MONTHLY INCOME AND

MAINTENANCE

Null Hypothesis: There is no significant relationship between monthly income and maintenance.

O E (O-E) (O-E)2 (O-E)2/E0 1 -1 1 1.000 3 -3 9 3.0012 8 4 16 2.0012 12 0 0 0.000 1 -1 1 1.008 5 3 9 1.808 12 -4 16 1.3320 18 2 4 0.220 1 -1 1 1.004 3 1 1 0.336 6 0 0 0.0010 10 0 0 0.000 1 -1 1 1.002 2 0 0 0.006 5 1 1 0.208 8 0 0 0.004 0 4 16 0.000 1 -1 1 1.000 1 -1 1 1.000 2 -2 4 2.00

      TOTAL 16.89

Calculate value Degree of Freedom Table value Accepted/Rejected Level of significance

64

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.

65

TABLE-4.27

RELATIONSHIP BETWEEN AGE AND SPEED

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

O E (O-E) (O-E)2 (O-E)2/E0 9 -9 81 9.0010 5 5 25 5.006 2 4 16 8.000 0 0 0 0.0014 11 3 9 0.824 6 -2 4 0.672 2 0 0 0.000 0 0 0 0.0032 29 3 9 0.3116 17 -1 1 0.064 6 -2 4 0.670 0 0 0 0.0010 7 3 9 1.292 4 -2 4 1.000 1 -1 1 1.000 0 0 0 0.00

      TOTAL 27.81

Calculate value Degree of Freedom Table value Accepted/Rejected Level of significance

66

27.81 9 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 significant relationship

between age and speed.

TABLE-4.28

67

RELATIONSHIP BETWEEN MONTHLY INCOME AND REASON FOR

PURCHASING

Null Hypothesis: There is no significant relationship between monthly income and reason for purchase..

O E (O-E) (O-E)2 (O-E)2/E0 1 -1 1 1.002 1 1 1 1.000 3 -3 9 3.006 4 2 4 1.000 0 0 0 0.000 0 0 0 0.000 0 0 0 0.000 0 0 0 0.000 0 0 0 0.000 0 0 0 0.000 0 0 0 0.000 0 0 0 0.002 2 0 0 0.0010 7 3 9 1.2922 15 7 49 3.2714 24 -10 100 4.172 2 0 0 0.002 6 -4 16 2.6710 14 -4 16 1.1430 22 8 64 2.91

      TOTAL 21.44

Calculate value Degree of Freedom Table value Accepted/Rejected Level of significance

68

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

69

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 respondent’s 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.

The table shows that there is no significant relationship between occupation and

reason for purchasing.

70

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

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

71

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

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

72

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

Books:

Modern Marketing and Principles - Mr.Kathiresan Radha.

Marketing Management - Mr. Philip Kotler,Rajan saxena

73

Modern Marketing - Mr. R.S.N.Pillai Bagavathi,

- Sulthan Chand and sons,

- Dr.N.Rajan Nair and

- Sajitha R.Nair.

Research Methodology - Mr. C.R.Kothari

Statistical method - Mr.S.P.Guptha

Research and Business Statistical method - Mr.C.William Memory.

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

74

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 d) 46years & above

3. GENDER

a) Male b) Female

4. OCCUPATION

a) Student b) Businessman c) Working profession. d) Others

5. EDUCATIONAL QUALIFICATIONS

a) SSLC b) HSC c) Diploma & UG Degree d) PG & Above

6. MARITAL STATUS

a) Married b) Unmarried

7. MONTHLY INCOME

a) Below Rs.5000 b) Rs.5001-Rs.10000 c) Rs.10001-Rs.15000

d) Rs 15000 & above

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

75

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 a) 1-2yrs b) 2-4yrs c) Above 5yrs

18. 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

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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 b) Maintenance c) Availability of spare parts d) Resale value

e) Safety

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

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