Consumer Satisfaction For Suzuki Gixxer in Surat City

A
WINTER TRAINING REPORT
ON
CUSTOMER SATISFACTION FOR SUZUKI

GIXXER IN SURAT CITY
SUBMITTED BY:
JAYRAJ CHAUHAN H.
(13BBA011)
GUIDED BY:
Mr. RAKESH PATEL
BBA PROGARAMME
(YEAR 2015-2016)
SHREE J. D. GABANI COMMERCE COLLEGE &

SHREE SWAMI ATMANAND SARASWATI
COLLEGE OF MANAGEMENT, VNSGU SURAT
CERTIFICATE
This is certifying that the winter project report has been carried out by Jayraj
Chauhan H. (13BBA011), under my Guidance and Supervision. This project
embodied the result of his work and is of standard expected from a candidate for
the degree of BBA.
The report submitted towards the partial fulfillment of the requirement for the
degree of BBA has been found satisfactory.
Mr. Rakesh Patel Dr. P.R. Patel
FACULTY GUIDE I/C PRINCIPAL
Date:
Place: SURAT
i
DECLARATION
I hereby declare that this winter project report submitted to Shree

J. D. Gabani Commerce College & Shree Sawami Atmanand
Saraswati College of Management, Surat, in the fulfillment of
Requirement of BBA (Bachelor of Business Administration) Degree.
The project is result of my own work carried out during Jan-Feb
2016.
This project report is entirely an outcome of my own efforts and has

not been previously submitted to any other university or institute for
any other examination and for any other purpose by any other
person.
Date: Jayraj Chauhan H.

Place: SURAT (13BBA011)
ii
ACKNOWLEGEMENTS
This project work would not have been possible without the kind support
of many people. I take this opportunity to acknowledge them who have
been a great of support and inspiration throughout the project work.
I would like to thank Dr. P. R. Patel (I/C Principal) for his motivation
during the project. His insight and creative ideas have always been an
inspiration for my project work.
My first gratitude goes to my project guide, Mr. Rakesh Patel for his
exemplary guidance at every stage of the project. He has always
emphasized in thoroughness and clarity in my approach and I am
thankful to him, for helping me put my project in perspective.
Last but not least I am also thankful to my friends who supported me

during the deed of the project work.
Jayraj Chauhan H.
(13BBA011)
iii
EXECUTIVE SUMMARY
The winter research report of B.B.A. program for the year 2015-16
includes the following chapters.
The first chapter includes the industry profile, where all the information
about Automobile industry.
The second chapter is literature review which displays the past research
on Motorcycle and related to this topic from different researchers, from
which the base for this report is made.
The third chapter is research methodology which states the need for the
research i.e. the problem for which research is been made, objective of
the research, research design, sources of data, data collection method,
sample size and design, data analysis and the limitation for the study.
The fourth chapter is data analysis which shows the analysis for the
collected data and its interpretation through tables and charts. Analysis
also helps for the conclusion and findings.
The fifth chapter is the finding from data analysis; it shows the specific
result from the analysis made.
The sixth chapter is conclusion of the whole report, it states the final
decision, determination or result from which the answer to the problem
for which research is been made is obtained.
iv
TABLE OF CONTENTS
SR.NO DESCRIPTION PAGE NO.
 Title page -
 College Certificate i
 Declaration ii
 Acknowledgement iii
 Executive summary iv
Industry Profile 1-3
Company Profile 4-12
Literature review 13-14
Research Methodology 15-17
Data Analysis & interpretation 18-38
Finding 39
 Conclusion 40
 Bibliography -
 Annexure -
v
Chapter: 1
INDUSTRY PROFILE
INDUSTRY PROFILE
A motorcycle (also called a motorbike, bike, or cycle) is a two or three

wheeled]motor vehicle. Motorcycle design varies greatly to suit a range of
different purposes: long distance travel, commuting, cruising, sport
including racing, and off-road riding. Motorcycling is riding a motorcycle
and related social activity such as joining a motorcycle club and
attending motorcycle rallies.
Motorcycles are mainly a luxury good in the developed world, where they
are used mostly for recreation, as a lifestyle accessory or a symbol of
personal identity. In developing countries, motorcycles are
overwhelmingly utilitarian due to lower prices and greater fuel economy.
Of all the motorcycles in the world, 58% are in the Asia Pacific and
Southern and Eastern Asia regions, excluding car-centric Japan.
The first commercial design for a self-propelled bicycle was a three-wheel

design called the Butler Petrol Cycle, conceived of Edward Butler in
England in 1884. He exhibited his plans for the vehicle at the Stanley
Cycle Show in London in 1884.
The vehicle was built by the merry weather Fire Engine Company in
Greenwich, in 1888. The Butler Petrol Cycle was a three-wheeled vehicle,
with the rear wheel directly driven by a 5/8hp (466W) 600 cc (40 in3;
2¼×5-inch {57×127-mm}) flat twin four stroke engine (with magneto
ignition replaced by coil and battery) equipped with rotary valves and a
float-fed carburetor (five years before May Bach) and Ackermann
steering, all of which were state of the art at the time. Starting was by
compressed air. The engine was liquid-cooled, with a radiator over the
rear driving wheel. Speed was controlled by means of a throttle valve
lever. No braking system was fitted; the vehicle was stopped by raising
and lowering the rear driving wheel using a foot-operated lever; the
weight of the machine was then borne by two small castor wheels. The
1
driver was seated between the front wheels. It wasn't, however, a
success, as Butler failed to find sufficient financial backing.
The internal combustion, petroleum fueled motorcycle was the Daimler

Reitwagen. It was designed and built by the German inventors Gottlieb
Daimler and Wilhelm May Bach in Bad Cannstatt, Germany in 1885.
This vehicle was unlike either the safety bicycles or the boneshaker
bicycles of the era in that it had zero degrees of steering axis angle and
no fork offset, and thus did not use the principles of bicycle and
motorcycle dynamics developed nearly 70 years earlier. Instead, it relied
on two outrigger wheels to remain upright while turning. The inventors
called their invention the Reitwagen ("riding car"). It was designed as an
expedient tested for their new engine, rather than a true prototype
vehicle.
Many authorities have excluded steam powered, electric motorcycles or

diesel-powered two-wheelers from the definition of a 'motorcycle', and
credit the Daimler Reitwagen as the world's first motorcycle.
If a two-wheeled vehicle with steam propulsion is considered a

motorcycle, then the first motorcycles built seem to be the French
Michaux-Perreaux steam velocipede which patent application was filled
in December 1868, constructed around the same time as the American
Roper steam velocipede, built by Sylvester H. Roper Massachusetts, who
demonstrated his machine at fairs and circuses in the eastern U.S. in
1867, and built a total of 10 examples.
First motorcycle companies: -
2
Diagram of 1894 Hildebrand & Wolfmüller.
In 1894, Hildebrand & Wolfmüller became the first series production

motorcycle, and the first to be called a motorcycle (German: Motorrad).
Excelsior Motor Company, originally a bicycle manufacturing company
based in Coventry, England, began production of their first motorcycle
model in 1896. The first production motorcycle in the US was the Orient-
Aster, built by Charles Metz in 1898 at his factory in Waltham,
Massachusetts.
In the early period of motorcycle history, many producers of bicycles

adapted their designs to accommodate the new internal combustion
engine. As the engines became more powerful and designs outgrew the
bicycle origins, the number of motorcycle producers increased. Many of
the nineteenth century inventors who worked on early motorcycles often
moved on to other inventions. Daimler and Roper, for example, both went
on to develop automobiles.
At the turn of the century the first major mass-production firms were set
up. In 1898, Triumph Motorcycles in England began producing
motorbikes, and by 1903 it was producing over 500 bikes. Other British
firms were Royal Enfield, Norton and Birmingham Small Arms Company
who began motorbike production in 1899, 1902 and 1910, respectively.
Indian began production in 1901 and Harley-Davidson was established
two years later. By the outbreak of the First World War, the largest
motorcycle manufacturer in the world was Indian, producing over 20,000
bikes per year.
3
Chapter: 2
COMPANY PROFILE
SUZUKI COMPANY PROFILE
Manufacture :- Suzuki motorcycle India pvt. Ltd
Parent Company :- Suzuki Motor Corporation
Class :- Motorcycle
Engine :- 154.9cc, 4-stroke, 1-cylinder, air-cooled
Power :- 14.8ps@8000 rpm
Transmission :- 5 Speed, MT
Suspensions :- (Front-Telescopic),(Rear-Swing Arm, Mono Suspension)
Brake :- (Front-Single disc), (Rear-drum)
Wheelbase :- 1,330mm
Dimensions :- (L-2,050mm), (W-785mm), (H-1,030mm)
Fuel Capacity :- 12 Liters
Ground Clearance :- 160mm
Kerb mass :- 135kg
Tire type :- Tubeless
4
Suzuki is a Japanese automobile company which was founded in the
year 1909 by Michio Suzuki with its headquartering in Hamamatsu,
Shizuoka, Japan. Business boomed as Suzuki built weaving looms for
Japan's giant silk industry. In 1929, Michio Suzuki invented a new type
of weaving machine, which was exported overseas. The company's first
30 years focused on the development and production of these machines.
After then he decided to build a car, the project begins from 1937 and
ends in 2 year.
SUZUKI Gixxer 150
Despite the success of his looms, Suzuki believed that his company
would benefit from diversification and he began to look at other products.
Based on consumer demand, he decided that building a small car would
be the most practical new venture.
The project began in 1937, and within two years Suzuki had completed
several compact prototype cars. These first Suzuki motor vehicles were
powered by a then-innovative, liquid-cooled, four-stroke, four-cylinder
engine. It had a cast aluminum crankcase and gearbox and generated 13
horsepower (9.7 kW) from a displacement of less than 800cc.
5
With the onset of World War II, production plans for Suzuki's new
vehicles were halted when the government declared civilian passenger
cars a "non-essential commodity." At the conclusion of the war, Suzuki
went back to producing looms. Suzuki's fortunes brightened as orders
began to increase from domestic textile manufacturers. But the joy was
short-lived as the cotton market collapsed in 1951.
Faced with this colossal challenge, Suzuki returned to the production of

motor vehicles. After the war, the Japanese had a great need for
affordable, reliable personal transportation. A number of firms began
offering "clip-on" gas-powered engines that could be attached to the
typical bicycle. Suzuki's first two-wheeled vehicle was a bicycle fitted with
a motor called, the "Power Free." Designed to be inexpensive and simple
to build and maintain, the 1952 Power Free had a 36 cc, one
horsepower, two-stroke engine. The new double-sprocket gear system
enabled the rider to either pedal with the engine assisting, pedal without
engine assist, or simply disconnect the pedals and run on engine power
alone. The patent office of the new democratic government granted
Suzuki a financial subsidy to continue research in motorcycle
engineering.
6
By 1954, Suzuki was producing 6,000 motorcycles per month and had
officially changed its name to Suzuki Motor Co., Ltd. Following the
success of its first motorcycles, Suzuki created an even more successful
automobile: the 1955 Suzuki Suzulight.
7
PRODUCT PORTFOLIO
-Bikes
Engine :- 154.9cc, 4-stroke, 1-cylinder,
air-cooled
Kerb mass :- 135kg
Starter system :- Electric
air-cooled
Kerb mass :- 135kg
8
Engine :- 149.5cc, 4-stroke, air-cooled
Max Power :- 13.8bhp @ 8500rpm
Transmission :- 6 Speed,(1-down,5-up)
Fuel Capacity :- 15.5Liters
Kerb mass :- 149kg
Starter system :- Electric& kick
Engine :- 112.5cc, 4-stroke, air-cooled
Max power :- 8.3HP@7500rpm
Transmission :- Manual 4 Speed, (4-down)
Brake :- (Front-Drum), (Rear-drum)
Kerb mass :- 114kg
Clutch :-Wet Multi-Plate Type
Engine :- 124cc, 4-stroke, air-cooled
Transmission :- 5 Speed (1-down,4-up)
Brake :- (Front-single disc), (Rear-drum)
Fuel Capacity :- 12Liters
Kerb mass :- 129kg
Clutch :-Wet Multi-Plate Type
9
-ATVS
Engine :- 398cc, 4-stroke, 1-cylinder,
Liquid-cooled, DOHC
Power :- 197bhp@9500Rpm
Transmission :- 5 Speed, forward with reverse
Brake :- (Front-Disc twin), (Rear-Disc)
Kerb mass :- 193kg
SOHC
Transmission :- 5 Speed, forward with reverse
Brake :- (Front-Disc twin), (Rear-Drum)
Fuel Capacity :- 9.7 Liters
Kerb mass :- 199kg
10
-Scooters
air-cooled
Power :- 8.58hp@7000rpm
Transmission :- CVT
Kerb mass :- 112kg
Starter system :- self & kick
air-cooled
Transmission :- CVT
Kerb mass :- 110kg
air-cooled,2 valve
Transmission :- CVT
Kerb mass :- 98kg
11
-Super bikes

Liquid-cooled, DOHC
Transmission :- 6 Speed, Constant mesh
Brake :-ABS (Front-Disc twin),
(Rear-Disc)
Kerb mass :- 266kg

Liquid-cooled, DOHC
Brake :-ABS (Front-Disc twin),
(Rear-Disc)
Kerb mass :- 203kg

Liquid-Cooled, DOHC,54°V-twin
Brake :- (Front-Disc twin), (Rear-Disc)
Kerb mass :- 347kg tire (Type:-Tubeless)
12
Chapter: 3
LITERRATURE REVIEW
LITERRATURE REVIEW
Kotler (2000): Also define satisfaction as a person’s feelings of pleasure,

excitement, delight or disappointment which results from comparing a
products perceived performance to his or her expectations. Satisfaction
means the contentment one feels when one has fulfilled a desire, need or
expectation. Furthermore, customer satisfaction can be a measure of how
happy customers are with the services and products of a supermarket.
Keeping customers happy is of tremendous benefit to companies.
Satisfied customers are more likely to stay loyal, consume more and are
more likely to recommend their friends to the business.
Siddhartha and S Mukherjee (2002): The Study reveals. That, the two-
wheelers in India are used for variety of work such as visiting people,
carrying loads, outdoor jobs like selling and buying. In rural areas it
helps people to travel more frequently to nearby towns to their daily
needs. The two-wheeler has become a valuable support for increasing
productivity and in turn the profit, besides helping as a personal mode of
transportation.
SR Mohnot (2002): In his study of two and three wheelers he out from
the standpoint of means of personal transportation. The two-wheeler has
become an expression of the owners' personality. The (customer in
making his choice does evaluate the product in terms of utility, fuel
economy, reliability, maintenance, affordability, performance, good after-
sales service at reasonable cost, availability of spare parts at: economical
prices, looks, safety and comfort and ease of riding for driving. Total sales
of two ‘wheeler in first eight months of 200 1-02 had increased to 2.70
million units from 1.33 million units in the corresponding period of the
preceding year.
Prof. S. Saravanan and Prof. N. Panchanantham (2009): They

discussed the essentials for promotion of a product. The result shows
that a customer all factor at the time of purchasing a two wheeler,
although majority of customer give importance to the brand image. This
13
study also describes the socio-economic factors which satisfy two
wheelers customers and that the employees and students crave for show
room services.
Hokanson (1995): Is affected by many factors which include friendly

employees, courteous employees, knowledgeable employees, and helpful
employees, accuracy of billing, competitive pricing, service quality, good
value and quick service. For purposes of this study, we concentrate on
nine dimensions of customer satisfaction which are location, services,
product quality, facilities, reliability, and process, value for money, staff
and personnel service.
14
Chapter: 4
RESEARCH METHODOLOGY
1) Need for research: -
There are many factor that effect on selling of Suzuki gixxer but customer
satisfaction is most important factor. So it is quite important to know the
satisfaction of customer to attract new customer and retain old customer.
2) Problem statement: -
To identify customer satisfaction for Suzuki Gixxer.
This research has been conducted to know identify customer satisfaction

for Suzuki Gixxer.
3) Objective of study: -
 Primary objective: -
To study customer satisfaction for Suzuki Gixxer bike.
 Secondary objective: -
To study how its sales will differ from other bikes in the present market.
4) Research design: -
There are three types of research design.
A) Exploratory research design
B) Descriptive research design
C) Causal research design
15
-The research has used descriptive research design in nature because it
aims to collect the date about the behavior of respondents. The research
approach used is survey based and the analysis is largely based on the
primary data.
5) Variable under study: -
Following are major variable which researcher will consider.
-Mileage
-Engine and performance
-Riding and handling
-Design
-Instrument console
-Fuel efficiency
-Styling cues
-Price
-After sales service.
6) Tools/Techniques: -
A) Primary data: -
-Primary data has been collected through questionnaire and interviewing

the respondents.
B) Secondary data: -
-Secondary data has been collected through magazines, books, internet,

etc.
16
7) Sampling design: -
There are two types of sampling design.
A) Probability
B) Non-probability
-A researcher hasl used non-probability convenience sampling to select

the respondents.
 Sample size: -
-Researcher has taken sample size of 150.
 Sample unit: -
-Researcher has taken as samples who are Customer of Suzuki Gixxer.
 Sample area: -
-Sampling area has been Surat city.
8) Data analysis tools: -
The researcher has used following tools.
-Table
-Chart
9) Limitation of survey: -
Following are some various limitations of the survey.
A) Duration of research study is short.
B) The sample size is too small.
C) Biasness of respondents.
17
Chapter: 5
DATA ANALYSIS
1. When you purchase Gixxer?
Year Frequency
2014 39
2015 92
2016 19
Total 150
Year of purchase
100 92
90
80
70
60
50
39
40
30
19
20
10
0
2014 2015 2016
Interpretation:
From the above chart, it is clearly depict that 39 Customers had

purchased Suzuki Gixxer in 2014,92 Customers had purchased in 2015,
And 19 Customers had purchased this bike in 2016 out of 150
respondents.
18
2. Rate the following reasons for selecting model.
LOW-PRICE
Particular Frequency
Strongly agree 0
Agree 92
Neutral 57
Disagree 1
Strongly
0
disagree
Total 150
Low-price
100 92
90
80
70
57
60
50
40
30
20
10
0 1 0
0
strongly agree agree neutral disagree strongly disagree
Interpretation:
From the above chart, it is clearly depict that 0 respondents are strongly
agree towards the Low Price of Suzuki Gixxer, 92 respondents are agree,
57 respondents are neutral, 1 respondents are disagree and 0
respondents are strongly disagree. so this interpretation refers that most
of the respondent are agree towards the Low Price of Suzuki Gixxer bike.
19
HIGH-QUALITY
Strongly Agree 50
Agree 62
Neutral 28
Disagree 10
Strongly
0
Disagree
Total 150
High Quality
70
62
60
50
50
40
28
30
20
10
10
0
0
srongly agree agree neutral disagree strongly disagree
Interpretation:
agree towards the High quality provided by Suzuki Gixxer, 62
respondents are agree, 28 respondents are neutral, 10 respondents are
disagree and 0 respondents are strongly disagree. so this interpretation
refers that most of the respondent are agree towards the High quality
provided by Suzuki Gixxer bike.
20
LOAN FACILITY
Strongly Agree 11
Agree 106
Neutral 32
Disagree 0
Strongly
1
Disagree
Total 150
Loan facility
120
106
100
80
60
40 32
20 11
0 1
0
srongly agree agree neutral disagree srongly disagree
Interpretation:
agree towards the Loan facility provided by Suzuki Gixxer, 106
disagree and 1 respondents are strongly disagree. So this interpretation
refers that most of the respondent are agree towards the Loan facility
provided by Suzuki Gixxer bike.
21
READY AVAILABILITY
Strongly Agree 51
Agree 50
Neutral 34
Disagree 14
Strongly
1
Disagree
Total 150
Ready availability
60
51 50
50
40
34
30
20
14
10
1
0
Interpretation:
agree towards the Ready availability of Suzuki Gixxer, 50 respondents
are agree, 34 respondents are neutral, 14 respondents are disagree and 1
respondents are strongly disagree. so this interpretation refers that most
of the respondent are Strongly agree towards Ready availability of Suzuki
Gixxer bike.
22
GOOD AFTER SALES SERVICE
Strongly Agree 15
Agree 41
Neutral 66
Disagree 22
Strongly
6
Disagree
Total 150
After Sales service

70 66
60
50
41
40
30
22
20 15
10 6
0
strongly agree agree neutral disagree srongly disagree
Interpretation:
agree towards the After sales services provided by Suzuki, 41
disagree and 6 respondents are strongly disagree. So this interpretation
refers that most of the respondent are Neutral towards the after sales
services provided by Suzuki.
23
GOOD BRAND NAME
Strongly Agree 25
Agree
105
Neutral 20
Disagree 0
Strongly
0
Disagree
Total 150
Good Brand name

120
105
100
80
60
40
25
20
20
0 0
0
Interpretation:
agree towards the Good brand name of Suzuki, 105 respondents are
agree, 20 respondents are neutral, 0 respondents are disagree and 0
respondents are strongly disagree. So this interpretation refers that most
of the respondent are agree towards theGood brand name of Suzuki.
24
3. The level of satisfaction for Suzuki Gixxer.
BRAND IMAGE
Highly Satisfied 37
Satisfied 95
Neutral 18
Dissatisfied 0
Highly
0
Dissatisfied
Total 150
Brand image
100 95
90
80
70
60
50
37
40
30
18
20
10
0 0
0
highly satisfied satisfied neutral dissatisfied highly
dissatisfied
Interpretation:
From the above chart, it is clearly depict that 37 respondents are highly
satisfied towards the brand image of Suzuki, 95 respondents are
satisfied, 18 respondents are neutral, 0 respondents are dissatisfied and
0 respondents are highly dissatisfied. So this interpretation refers that
most of the respondent are satisfied towards thebrand image of Suzuki.
25
COMMITMENT OF BIKE DELIVERY
Highly Satisfied 68
Satisfied 32
Neutral 35
Dissatisfied 12
Highly
Dissatisfied 3
Total 150
Commitment satisfaction
80
68
70
60
50
40 35
32
30
20
12
10 3
0
highly satisfied satisfied neutral dissatisfied highly dissatisfied
Interpretation:
satisfied towards the commitment of bike delivery, 32 respondents are
most of the respondent are highly satisfied towards the commitment of
bike delivery.
26
LOOK/STYLE
Highly Satisfied 113
Satisfied 35
Neutral
2
Dissatisfied 0
Highly
Dissatisfied 0
Total 150
Look/style
120 113
100
80
60
40 35
20
2 0 0
0
dissatisfied
Interpretation:
satisfied towards the look/style of Suzuki Gixxer bike, 35 respondents
are satisfied, 2 respondents are neutral, 0 respondents are dissatisfied
and 0 respondents are highly dissatisfied. So this interpretation refers
that most of the respondent are highly satisfied towards the look/style of
Suzuki Gixxer bike.
27
MILEAGE
Highly Satisfied 20
Satisfied
72
Neutral 47
Dissatisfied 10
Highly Satisfied 1
Total 150
Mileage
80
72
70
60
50 47
40
30
20
20
10
10
1
0
Interpretation:
satisfied towards the Mileage of Suzuki Gixxer bike, 72 respondents are
most of the respondent are satisfied towards the Mileage of Suzuki Gixxer
bike.
28
PRICE
Highly Satisfied 5
Satisfied 63
Neutral 77
Dissatisfied
5
Highly
Dissatisfied 0
Total 150
Price
90
80 77
70 63
60
50
40
30
20
10 5 5
0
0
Interpretation:
satisfied towards the Price of Suzuki Gixxer bike, 63 respondents are
most of the respondent are Neutral towards the Price of Suzuki Gixxer.
29
MAINTENANCE COST
Highly Satisfied 3
Satisfied 54
Neutral 83
Dissatisfied 10
Highly
Dissatisfied 0
Total 150
Maintanance cost
90 83
80
70
60 54
50
40
30
20
10
10 3
0
0
dissatisatified
Interpretation:
satisfied towards the Maintenance cost of Suzuki Gixxer bike, 54
respondents are satisfied, 83 respondents are neutral, 10 respondents
are dissatisfied and 0 respondents are highly dissatisfied. So this
interpretation refers that most of the respondent are Neutral towards the
Maintenance cost of Suzuki Gixxer.
30
PERFORMANCE
Highly Satisfied 70
Satisfied 53
Neutral 15
Dissatisfied 11
Highly
Dissatisfied 1
Total 150
Performance
80
70
70
60 53
50
40
30
20 15
11
10
1
0
Interpretation:
satisfied towards the Performance of Suzuki Gixxer bike, 53 respondents
are satisfied, 15 respondents are neutral, 11 respondents are dissatisfied
and 1 respondents are highly dissatisfied. So this interpretation refers
that most of the respondent are highly satisfied towards the performance
of Suzuki Gixxer.
31
ENGINE CAPACITY
Highly Satisfied 83
Satisfied 49
Neutral 13
Dissatisfied 4
Highly
Dissatisfied 1
Total 150
Engine
90 83
80
70
60
49
50
40
30
20 13
10 4
1
0
Interpretation:
satisfied towards the Engine capacity of Suzuki Gixxer bike, 49
respondents are satisfied, 13 respondents are neutral, 4 respondents are
dissatisfied and 1 respondents are highly dissatisfied. So this
interpretation refers that most of the respondent are highly satisfied
towards the Engine capacity of Suzuki Gixxer.
32
PICK-UP
Highly Satisfied 96
Satisfied 34
Neutral 14
Dissatisfied 6
Highly
0
Dissatisfied
Total 150
Pick-up
120
96
100
80
60
40 34
20 14
6
0
0
dissatisfied
Interpretation:
satisfied towards the Pick-up of Suzuki Gixxer bike, 34 respondents are
most of the respondent are highly satisfied towards the Pick-up of Suzuki
Gixxer.
33
QUALITY OF AFTER SALES SEVICE
Highly Satisfied 7
Satisfied 27
Neutral 88
Dissatisfied 24
Highly
4
Dissatisfied
Total 150
After sales service

100
88
90
80
70
60
50
40
27 24
30
20
7 4
10
0
highly satisfied satsfied neutral dissatisfied highly
dissatisfied
Interpretation:
satisfied towards the after sales services of Suzuki Gixxer bike, 27
respondents are satisfied, 88 respondents are neutral, 24 respondents
are dissatisfied and 4 respondents are highly dissatisfied. So this
interpretation refers that most of the respondent are neutral towards the
after sales services of Suzuki Gixxer.
34
4. Which payment mode you have used?
PAYMENT MODE
Payment Frequency
By Cash 85
By Credit 67
Total 150
Payment mode
90 85
80
70 67
60
50
40
30
20
10
0
by cash by credit
Interpretation:
From the above chart, it is clearly depict that 85 respondents are

purchased Suzuki Gixxer by cash, and 67 respondents are purchased
this bike by credit out of 150.
35
AGE
Age Frequency
18-24 76
25-35 63
36-50 9
50 2
Total 150
Age
80 76
70 63
60
50
40
30
20
9
10
2
0
18-24 25-35 36-50 50
Interpretation:
From the above chart, it is clearly shows that young generation that is
18-24-year age respondents are mostly use Suzuki Gixxer, out of 150
respondents 76 are young includes in 18-24-year age,63 includes in 25-
35-year age, 9 includes in 36-50-year age and 2 includes in 50+ age.
36
OCCUPATION
Businessmen 54
Worker 16
Student 64
Professional 0
Service 0
Other 16
Occupation
70 64
60 54
50
40
30
20 16 16
10
0 0
0
businessmen worker student professional service other
Interpretation:
From the above chart, it is clearly shows that out of 150 respondents, 54
respondents are Businessman, 13 respondents are workers, 64
respondents are Students and 0 respondents are professional and service
and 16 respondents includes in other. Chart shows high rate of students
because most of the student use Suzuki Gixxer sports bike.
37
EDUCATION
SSC 24
HSC 99
Graduate 19
Post
2
Graduate
Other 6
Total 150
Education
120
99
100
80
60
40
24
19
20
6
2
0
ssc hsc graduate post graduate other
Interpretation:
From the above chart, it is clearly shows that out of 150 respondents 24
respondents who have up to secondary education, 99 respondents who
have up to high school education, 19 respondents who have up to college
degree education while 2 respondents who have master degree in any
field and 6 respondents who have below to 10th, So Chart shows high
rate of respondentswho have up to high school education.
38
Chapter: 6
FINDING
1. Majority respondent’s gives positive response towards Suzuki
Gixxer is modern looking bike.
2. Users of Suzuki Gixxer are highly satisfied towards facility provided
by Suzuki Gixxer, like, comfort, look/style, performance, engine
capacity, and mileage and brand image of Suzuki.
3. When users of Suzuki Gixxer bike facing any problem at time
employee of Suzuki service shows sincere interest in solving it.
4. Responsiveness and Empathy factor highly influence in service
sector.
5. Most of the respondent use Suzuki gixxer for stylist look and good
performance than other 150cc bikes.
6. Majority of users came to know from Television advertisement and
newspaper as a source of information while they purchase Suzuki
Gixxer.
7. Most of the respondents are satisfied by using this bike and its
performance.
39
Chapter: 7
CONCLUSIONS
From the research study, data analysis and findings it concludes that,
Suzuki Gixxer is a high quality bike based on its performance, look/style,
cost, comfortless, and effectiveness then other 150cc bikes.
Consideration of Tangibility, Reliability, Responsiveness, Assurance,

Empathy factor are most important to measure the service quality of
Suzuki Gixxer, SuzukiGixxer being one of the popular motorcycles in
150cc class received lots of buyers and now those owners can make their
dream come true by participating in the event of racing and stunts. The
Gixxer is a very neat-looking motorcycle, with a hint of sportiness to it.
Most respondents are like to purchase Gixxer’s second model which is

currently launch in market, Users of Suzuki gixxer satisfied by its
performance in budget.
40
BIBLIOGRAPHY
Websites:
1) http://www.suzukimotorcycle.co.in
2) https://en.wikipedia.org/wiki/Suzuki
3) http://www.bikesindia.org/news/suzuki-gixxer
4) https://en.wikipedia.org/wiki/History_of_the_motorcycle
Books:
1) MARKETING MANAGEMENT PHILIP KOTLER, MILIENIUM

EDITION, PUBLISHED BY ASHOKE K. GHOSH, HALL OF
INDIA PRIVATE LIMITED, AND NEW DELHI.
ANNEXURE
QUESTIONNAIRE
I am Jayraj Chauhan from shree J.D.G Comm.Coll. & S.A.S Coll. Of
MGT. Studding in T.Y.BBA SEM 6th (Marketing). I am doing research on
“A study of customer satisfaction for Suzuki Gixxer in Surat”. This
study is only for academic purpose. I promise you that the information
provided by you will never be disclosed to anyone, under any
circumstances.
1. When you purchase Gixxer?

( ) 2014 ( ) 2015 ( ) 2016
2. Rate the following reasons for selecting this model.
Factors Strongly Agree Neutral Disagree Strongly
agree disagree
Low-price
High-quality
Loan facility
Ready availability
Good after
sales service
Good brand name
3. The level of satisfaction for Suzuki Gixxer.

(1=Highly satisfied, 2=Satisfied, 3=Neutral, 4=Dissatisfied,
5=Highly dissatisfied)
Criteria 1 2 3 4 5
Brand image
Commitment of bike Delivery
Look/Style
Mileage
Price
Maintenance cost
Performance
Engine capacity
Pick-up
Quality of after sales service
4. Which payment mode you have used?
( ) By Cash ( ) By Credit
Personal Information
1. Name: ____________________________________________
2. Age: ( ) 18-24 ( ) 25-35
( ) 36-50 ( ) 50+
3. Contact No: __________________

4. Occupation:
( ) Businessman ( ) Worker ( ) Student
( ) Professional ( ) Service ( ) Other_______
5. Education:
( ) SSC ( ) HSC ( ) Graduate
( ) Post Graduate ( ) Other_____________

Consumer Satisfaction For Suzuki Gixxer in Surat City

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A

WINTER TRAINING REPORT

CUSTOMER SATISFACTION FOR SUZUKI

Mr. RAKESH PATEL

SHREE J. D. GABANI COMMERCE COLLEGE &

Mr. Rakesh Patel Dr. P.R. Patel

FACULTY GUIDE I/C PRINCIPAL

I hereby declare that this winter project report submitted to Shree

This project report is entirely an outcome of my own efforts and has

Date: Jayraj Chauhan H.

Last but not least I am also thankful to my friends who supported me

SR.NO DESCRIPTION PAGE NO.

Industry Profile 1-3

Company Profile 4-12

Literature review 13-14

Research Methodology 15-17

Data Analysis & interpretation 18-38

A motorcycle (also called a motorbike, bike, or cycle) is a two or three

The first commercial design for a self-propelled bicycle was a three-wheel

The internal combustion, petroleum fueled motorcycle was the Daimler

Many authorities have excluded steam powered, electric motorcycles or

If a two-wheeled vehicle with steam propulsion is considered a

First motorcycle companies: -

In 1894, Hildebrand & Wolfmüller became the first series production

In the early period of motorcycle history, many producers of bicycles

Manufacture :- Suzuki motorcycle India pvt. Ltd

Parent Company :- Suzuki Motor Corporation

Engine :- 154.9cc, 4-stroke, 1-cylinder, air-cooled

Power :- 14.8ps@8000 rpm

Suspensions :- (Front-Telescopic),(Rear-Swing Arm, Mono Suspension)

Brake :- (Front-Single disc), (Rear-drum)

Dimensions :- (L-2,050mm), (W-785mm), (H-1,030mm)

Fuel Capacity :- 12 Liters

Ground Clearance :- 160mm

Kerb mass :- 135kg

Tire type :- Tubeless

SUZUKI Gixxer 150

Faced with this colossal challenge, Suzuki returned to the production of

Engine :- 154.9cc, 4-stroke, 1-cylinder,

Power :- 14.8ps@8000 rpm

Brake :- (Front-Single disc), (Rear-drum)

Fuel Capacity :- 12 Liters

Kerb mass :- 135kg

Tire type :- Tubeless

Starter system :- Electric

Engine :- 154.9cc, 4-stroke, 1-cylinder,

Power :- 14.8ps@8000 rpm

Brake :- (Front-Single disc), (Rear-drum)

Fuel Capacity :- 12 Liters

Kerb mass :- 135kg

Tire type :- Tubeless

Starter system :- Electric

Max Power :- 13.8bhp @ 8500rpm

Brake :- (Front-Single disc), (Rear-drum)

Fuel Capacity :- 15.5Liters

Kerb mass :- 149kg

Tire type :- Tubeless

Starter system :- Electric& kick

Engine :- 112.5cc, 4-stroke, air-cooled

Max power :- 8.3HP@7500rpm

Transmission :- Manual 4 Speed, (4-down)

Brake :- (Front-Drum), (Rear-drum)

Fuel Capacity :- 10.5Liters