SYNOPSIS ON

A STUDY OF CUSTOMER SATISFACTION TOWARD PERFORMANCE OF BAJAJ BIKES (A CASE OF MEERUT CITY)

(To be submitted to MTU, NOIDA, in the partial fulfillment for the Award of Degree of Master of Business Administration, Batch 2010-12)

Research Guide: Proff. WASIK IQBAL

AKASH VERMA Roll no- 1026370006

CONTENTS

1. Introduction of Topic 2. Literature Review 3. Research methodology 4. Justification of objectives or research objectives 5. Plan of study 6. References

INTRODUCTION OF TOPIC

Successful companies realize that a satisfied customer is the best advertiser for their product. Profits are generated not from their production , product or selling efforts but from the satisfaction of customers. Long-term profit amount to constant revenue from happy customers minus the cost. Therefore, everyone in the organization must aim to serve the customer , whether directly or indirectly. Customer satisfaction is moving target where customer expectations and performance standards are continuously changing with the competitors also meeting or exceeding customer requirements. The study is come out on A Study On Consumer Buying Behavior & Satisfaction Towards Hero Motor Corps in Meerut,U.P The main objective of the study is to identify the customer satisfaction with Hero Motor corp in Meerut. The objectives also includes evaluating the opinion of the customers about their preferences and the parameters to improve the features of Hero motor corps ,A sample size of 100 customers of Hero Motor corps in Meerut was selected . Primary data was collected with structure questionnaires .Secondary data was collected from magazines, newspaper, websites and reports.This study could give clear-cut picture regarding the customers interestin purchasing model various of Hero Motor corps. The customer will able to know about the purchasing pattern of customers and their expectation

INTRODUCTION OF COMPANY

Bajaj Auto limited is one of the largest two wheeler manufacturing company in India apart from producing two wheelers they also manufacture three wheelers. The company had started way back in 1945. Initially it used to import the two

wheelers from outside, but from 1959 it started manufacturing of two wheelers in the country. By the year 1970 Bajaj Auto had rolled out their 100,000th vehicle. Bajaj scooters and motor cycles have become an integral part of the Indian milieu and over the years have come to represent the aspirations of modern India. Bajaj Auto also has a technical tie up with Kawasaki heavy industries of Japan to produce the latest motorcycles in India which are of world class quality The Bajaj Kawasaki eliminator has emerged straight out of the drawing board of Kawasaki heavy industries. The core brand values of Bajaj Auto limited includes Learning, Innovation, Perfection, Speed and Transparency. 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 threewheelers 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 vehicle and produced and sold 1 million vehicles in a year. New Image

The company, over the last decade has successfully changed its image from a scooter manufacturer to a two wheeler manufacturer, product range ranging from Scooterettes to Scooters to Motorcycle. Its real growth in numbers has come in the last 4 years after successful introduction of a few models in the motorcycle segment.The company is headed by Rahul Bajaj who is worth more than US$1.5 billion.

STATEMENT OF PROBLEM

To know the best consumer buying behavior and demand into the minds of consumer of Surat city because always consumer say something and does something. There are many companies manufacturing motorcycles into the market, at the same time as there are many companies manufacturing motorcycles, idea about thinking of customer on whether, what, how, and for whom to purchase the motorcycle. Therefore, research is required to measure present consumer buying behavior at the purchase of bajaj bike. so the researcher problem is to identify what are the criteria that prospective customer takes into consideration before buying the motorcycles.

DESCRIPTION OF PROBLEM This research mainly include your customer satisfaction and their preferences for Bajaj bike .

LITERATURE REVIEW

CUSTOMER BEHVIOUR
The main aim of marketing is meet and satisfy target customers need and wants buyer behavior refers to the peoples or organization conduct activities and together with the impact of various influence on them towards making decision on purchase of product and service in a market.. The field of consumer behavior studies how individuals,, groups and organization select .buy , use and Dispose of goods, services, ideas,,or experience to satisfy their neds and desires Understanding consumer behavior and knowing customer are never simple . The wealth of products and service produce in a country make our economy strong.. The behavior of human being during the purchase is being termed as buying behavior. Customer say one thing but do another.. they are responding to influences that change their mind at the last minute.. A buyer makes take a decision whether save or spend a money

Definition of Buyer Behaviour::-- Buyer behavior is all pshycological,, social and

physical behaviours of potentialCustomers as they become aware of evaluate, purchase,, consume and tel others aboutProduct & service

RESEARCH METHODOLOGY Descriptive Research Design:Descriptive research studies are those studies which are concerned with described the characteristics of particular individual. In descriptive as well as in diagnostic studies, the researcher must find be able to definite clearly, what he wants to measure and must find adequate methods for

measuring it along with a clear cut definition of population he wants to study. Since the aim is to obtain complete and accurate information in the said studies, the procedure to be used must be carefully planned. The research design must make enough provision for protection against bias and must maximize reliability, with due concern for the economical completion of the research study. I have choosen descriptive research descriptive research design which is well structured. The objectives of such is to answer the who, what, when and how of the subject under investigation. The universe of the study is Meerut. The sample unit pertaining to the study is 100 respondents of Meerut. Sample Size The sample size of 100 served the purpose of the study. Sample Method The sampling method used is non-probability convenience sampling 1. OBJECTIVE OF PROPOSED RESEARCH: The main objective of the study is to know about the customer satisfaction of hero bajaj in meerut ,U.P. This study could be instrumental for Hero bajaj in improving its relationship with customers The objectives includes the below metrics for identifying the efficient customer satisfaction.

To study about the various factors, which determine the level of customer satisfaction for hero bajaj bike in Meerut To analyze the riding performance of Bajaj bike in Meerut To study about customer satisfaction with regard to after sale service

To give suggestion to the management for improving customer satisfaction from the findings of the study . To know market position of bajaj bike in the market To know consumer behavior for purchase of two wheeler bike. To identify the factor which influences on consumer decision?

2.TYPE OF RESEARCH: The present study adopted the : (1) Exploratory research design, (2) Descriptive research design 3. UNIVERSE OF THE STUDY: Customer of Meerut Zones 4. DATA COLLECTION AND SOURCES OF DATA: Primary data: questionnaire used for survey 5. SAMPLING METHOD AND SAMPLE SIZE: The sample size for descriptive research consisted of 100 respondents The sample size for exploratory research consisted of small number of respondents. Non-Probability technique called the convenience sampling used for exploratory research. Probability technique called the simple random sampling used for descriptive research.

6 . JUSTIFICATION OF THE RESEARCH OBJECTIVE: The study helped in understanding the consumer buying decision process, thereby answering the questions why and how a customer buys bajaj motor corps Bike. . It also helped to know the importance given by the customers to the agents behavior, Knowledge and appearance

PLAN OF STUDY

The Final thesis of this study will be organized in five chapters

Chapter-1 INTRODUCTION ABOUT THE TOPIC (Topic introduction, Literature review), INTRODUCATION ABOUT THE COMPANIES Chapter-2

Literature Review

Chapter-3 RESEARCH METHODOLOGY i. INTRODUCTION( Basic introduction of research, problem statement, objective of research, justification of objectives) ii. iii. RESEARCH METHOD USED ( Type of your research design) POPULATION AND SAMPLE

iv. v. vi.

TYPES AND PROCEDURE OF DATA COLLECTION TOOLS for DATA COLLECTION BE USED STATISTICAL TECHNIQUES BE USED

Chapter-4 ANALYSIS AND INTERPRETATION OF DATA

Chapter-5 FINDING AND CONCLUSION & SUGGESTION FOR FURTHER RESEARCH i. ii. iii. iv. v. FINDINGS, CONCLUSION SUGGESTIONS FOR FURTHER RESEARCHES LIMITATIONS REFFRENCES

References: i. Books ii. Research papers iii. Magazines, journals iv. Newspapers, govt. gazettes. v. Websites