A PROJECT REPORT ON

TRADERS & CUSTOMERS SATISFACTION TOWARDS BAJAJ ELECTRICALS LTD IN KOLKATA MARKET
Conducted towards the partial fulfillment & requirement For the Award of the Degree of Master of Business Administration.

UNDER GUIDANCE OF: MR.hitesh kar Asst. professor CARE Marketing (FACULTY)

Corporate guide: mR. b.n.dash. SR. manager-CUSTOMER (Bajaj electricalS ltd.)

Submitted bY: Mr. sandip Shannigrahi Reg. no.: 1106247152 batch: 2011-13

Declaration
I, Sandip Shannigragi, hereby declare that, the project entitled Traders and customers satisfaction on Bajaj Electricalas Ltd in Kolkata market is submitted by me to Bajaj Electricals Ltd., based on a research study conducted
and presented towards the partial fulfillment for the Award of the degree Master of Business

Administration.
The report is based on my own work experience during the one and half months with the organization.

Place: Date:

signature

CERTIFICATE FROM THE FACULTY GUIDE

This is to certify that the project work entitled Traders and Customers satisfaction of Bajaj Electricals Ltd. in Kolkata city is a piece of work done by Mr. Sandip Shannigrahi (Reg. no.- 1106247152), student of Regional college of Management Autonomous, Bhubaneswar (RCM), under my guidance and supervision for the partial fulfillment of the course Master of Business Administration under BPUT .

To the best of my knowledge and belief the thesis embodies the work of the candidate himself and has been duly completed. Simultaneously, the project fulfills the requirements of the rules and regulations related to the summer internship of the institute and I am assured that the project is up to the standard both in respect to the contents and language for being referred to the examiner.

Prof. Hitesh Kar Faculty Marketing

Regional College of Management Autonomous

TO WHOM -SO EVER IT MAY CONCERN

This is to certify that, Mr. Sandip Shannigrahi; a student of MBA (Marketing & Finance) bearing Regd. No. 1106247152 of Regional College of Management Autonomous, Bhubaneswar has successfully completed the Summer Internship Project from 15th May to 30th June, 2012 under my guidance. The topic covered by him is Traders and Customers Satisfaction towards Bajaj Electricals Ltd. in Kolkata City. During his tenure his conduct found satisfactory. We wish him all success for his future.

For Bajaj

Electricals Limited

Mr.B.N. Dash Senior Manager & Head Customer Care Bajaj Electricals Limited, Kolkata, West Bengal.

ACKNOWLEDGMENT

It is impossible to thank the people who have helped me prepare my project, but I would like to take the opportunity to express my profound gratitude and indebtedness to the following.

I am expressing my deep gratitude to Bajaj Electricals Ltd for giving an opportunity to do a project on Traders and Customers satisfaction towards Bajaj Electricals Limited in Kolkata city and study under them.... I would like to thanks Mr. B. N. Dash (Senior Manager-Customer-Care, Bajaj Electricals Ltd. in Kolkata) for assisting & guiding me throughout the training programme. I am also extremely grateful to my project guide Mr. Hitesh Kar (Astt. Prof. Marketing, RCM) for assisting and guiding me throughout the project. I am very grateful to RCM for providing me the opportunity of taking up such a practical project which gave me a firsthand useful experience. Last but not the least; I also like to thanks all the respondents & friends and dealers/distributors, customers for giving me their precious time, relevant information and experience, without which the project would have been a different story.

Sandip Shannigrahi

TABLE OF CONTENTS
Page no.

a) Executive Summary
b) Chapter-

1
8 12 13 14

1. Introduction 2. Objective of the project 3. Scope 4. Limitation

c) Chapter 2
1. Research Methodology 16

d) Chapter 3
1. Company Profile 19

e) Chapter 4
1. Data Analysis & Interpretation 38

f) Chapter 5
1. Findings 2. Suggestions 3. Conclusion
6

78 79 80

g) Questionnaire

81

EXECUTIVE SUMMARY

As the title of the project suggests, this project is all about the study of the Traders & Customers Satisfaction towards Bajaj Electricals Limited in Kolkata City. Traders satisfaction is one of the most important factors for a manufacturing company as they distribute the products to the customers from the company and they have direct contact with the customers.

As there is tough competition in the market of home appliance it is very much important for Bajaj Electricals to have satisfied trade partners and Customers. A satisfied customer is an asset for the company who will make repeat purchase and bring new customers.

As this is all about the detail study of Home Appliances product in KAOLKATA market, a lot of survey is conducted, by which all the primary information about the level of satisfaction of dealer and customer were collected. In this process several distributors, dealers, customers were surveyed. All the required secondary information is gathered from the company as well as from the internet, books and journals. In order to find out the Brand & their price preference, service level, product quality, margin, promotional offer, after sale service they want from the company, a questionnaire has been prepared. The questionnaire for the existing dealers and customers will help to interpret the satisfaction level of Traders & Customers. At last by analyzing the response of 7

the questionnaire by different charts and we can draw a conclusion about the Traders and Customers Satisfaction towards Bajaj Electricals.

CHAPTER 1

INTRODUCTION:

Marketing is essentially about marshalling the resources of an organization so that they meet the changing needs of customers on whom the organization depends. As a verb, marketing is all about how an organization addresses its markets. Marketing is The management process which identifies anticipates and supplies customer requirements efficiently and profitably. Marketing is a total system of interesting business activities defined to Plan, piece, promote and distribution want satisfying products & services to present and potential consumers - William. J. Stantion Marketing is the performance of business activities that direct the follow of goods and services from the producer to the consumer or user - American Marketing Association

A social and managerial process, by which individuals and groups obtain what they need and want, through creating and exchanging product and value with others.
Customer satisfaction begins with a difficult faith; it starts with a commitment to deliver the

result for each customer which is also a concern of the dealers. Hence for a manufacturing company, in order to satisfy its customers, it is highly important to satisfy its dealers, as they are the direct customers to them. Establishing satisfaction as the ultimate goal is like the other ultimate goals of business pursuit of higher profits or shareholders wealth. Perfect dealer service or satisfaction is one that meets the combined need satisfaction is a systemized service that involves the entire organization. But many organizations have yet to develop this kind of awareness of dealer satisfaction strategy.

Dealer Satisfaction begins with the following specific assumptions about companys relationship with the customers. 1. The dealer service activities focus mainly on existing dealers. 2. Some dealers are more important than others 3. They are the assets. 4. The dealer is always specific.

The dealer needs and value should influence every aspect of the organization strategy, employee safety and performance, product and organization strategy, employee safety and

performance, product and service development, sales and marketing programs, operational procedures and information and measurement system.

Understanding the dealer is critical to the success of any customer focus initiative, the first step in understanding the dealers is to listen to them. A company needs to hear what its dealers are saying about its people, product service and vision. Their information helps to develop meaningful product and service.

Organizations need to listen to their dealer satisfied, dissatisfied neutral and prospective. As one company executive said, talking to a satisfied customer is talking to myself.

In the past, dealer satisfaction and service was the responsibility of a separate organization that supported the dealer primarily after the sale. Today, service is also likely to be interested with the every product accompany offers. High dealer satisfaction comes from providing effective services. But giving that service is a continuous activity. It means being efficient, reliable, courteous, curing and professional every time.

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NEED OF THE STUDY

As there are a large number of dealers dealing with Bajaj Home Appliances Products, the study was conducted to know the dealers satisfaction towards Bajaj Electricals. This in turn enables the company to enhance its stringent competitiveness in the Home Appliances market.

Also this study was conducted to know the satisfaction level of the customers who are using Bajaj Home Appliances Products as customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty. Also it helps to gain new customer and retention of existing customer. 11

OBJECTIVE OF THE STUDY

Objectives are the end towards which activity aimed; the end result to be achieved. No enterprise or an organization can accomplish its task until it has some defined objective.

Likewise no research work can carried out until and unless it has some objective. The objective of my research study is based on the criteria which are follows:-

To find out dealers satisfaction level with Bajaj Electricals Limited. To find out factors influencing dealers to deal with Bajaj Home Appliances Products. 12

 To identify dealers suggestions with respect to Bajaj Electricals Limited. To know the satisfaction level of customers towards Bajaj Home Appliances Products. To know the customers preference on which basis they choose a brand. To know importance of after sales service for satisfaction of customers. To find out if there is any need of changing products attributes. To identify customers suggestions with respect to Bajaj Home Appliances Products.

SCOPE OF THE STUDY

1. This project study is carried out for academic purpose and for partial fulfillment of MBA degree. 2. Scope of my study is limited to the geographical area of Kolkata. 3. The study is concerned with the service quality of Bajaj for satisfaction of its dealers and customers. 4. All findings and recommendations are based on the analysis of dealers & customers opinion. 5. The data available from Bajaj dealers and customer helped company to make necessary changes in product and their service.

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LIMITATIONS

The project suffers from the following limitations due to the inherent and restrictive nature of the study undertaken: 1. Project duration is very short to carry out such a project work. 2. The study was limited to the geographical area of Kolkata. 3. The sample size is limited. 4. Getting accurate information from the respondents due to their inherent problems. They may be partial or refuse to co-operate.

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5. Concern person of shop keeping in charge will always change, so that their assessment of the

product and the relationship with the company officials could not be adequate. .

CHEPTER 2

15

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

Research methodology describes how the research study was undertaken. This includes the specifications of research design, source of data, method of data collection, the sampling method and the tools used:

GEOGRAPHICAL AREA: The study is conducted in Kolkata City. 16

PERIOD OF COVERAGE: The duration of project work is about 45 days. RESEARCH DESIGN: The research design used in this project by the researcher is the descriptive research design.

Descriptive research design:

Determining the relationship between two are more variables. It is well structured. It is more economical, we can gather more information. Problems can be found after the questionnaire preparation. It needs less time.

SAMPLE DESIGN:

Population:
Population for this research is set of dealers and customers those who are dealing with Bajaj Home Appliances Products in Kolkata City.

Sample units:
The sampling units used by the researcher for this research, are those who are dealing Roots Auto Products.

Sample size:
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The number of samples collected by the researcher is 20 dealers and 30 customers.

Sampling procedure / Sampling method:

The sampling method used for this study is non-profitability convenience sampling, which is selected according to the easy and convenience of the researcher.

METHOD OF DATA COLLECTION: Primary data:

The researcher collected both by direct survey from the retailers through questionnaire & interview schedule. The researcher used structured non-disguised questionnaire.

Secondary data:
Here the researcher collected secondary data from the company profile, industry profile and official web sites.

RESEARCH INSTRUMENT:
Research instrument used for data collecting is questionnaire and interview schedule.

Questionnaire
The questionnaire is prepared in a well-structured and non-disguised form so that it is easily understandable and answerable by everyone. The type of questions include in the questionnaire are open-ended questions, multiple choice questions and dichotomous questions.

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Interview Schedule
The interview method of collecting data involves presentation of oral-verbal stimuli and reply in terms of oral-verbal responses. Then the responses are filled up in the questionnaire, for further analysis.

STASTICAL TOOLS USED FOR ANALYSIS:

The researcher carries out analysis through various statistical tools. The statistical analysis is useful for drawing inference from the collected information. Simple percentage analysis. Cross - Tabulation

CHAPTER - 3

COMPANY PROFILE
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INTRODUCTION

The bajaj group of India owes immense gratitude to their founding father whose vision and dedication over the years has greatly helped to build a business house that can set standard in Indian industry.

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Jamnalal Bajaj was the founding father of the Bajaj Group. The adopted 'fifth' son of Mahatma Gandhi, and the 'merchant prince' who held the wealth he created in trust for the people of his country, Trust - a simple word that contains a whole philosophy handed down by Jamnalal Bajaj to his successors. He valued honesty over profit.

kamalnayan Bajaj, elder son of Jamnalal Bajaj, followed footsteps of his illustrious father and consolidated the Bajaj foundation. With characteristic foresight and pragmatic; vision, he

launched a steady diversification programme which gave the current name "Bajaj" both its shape and size. His unique management style created a work culture that matched well with the national spirit he had inherited.

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Ramkrishna Bajaj took over the reins of the "Bajaj group" in 1972 after Kamalnayan Bajaj and steered the Group from strength to strength for over 22 years. He had also actively participated in the freedom struggle of the country. In post independent India, he had led the youth movement.

Shekhar Bajaj, Chairman & Managing Director of Bajaj Electricals Ltd., started his career with Bajaj Sevashrarn after which he worked at Bajaj International, the groups export company. Mr. Shekhar Bajaj joined Bajaj Electricals in 1980, became the Managing Director in 1987 and took over as the Chairman and Managing Director in 1994. .

People don't just bring their brains to work: they also bring their hearts and soul. They want to feel passionate about what they are doing and be a part of whatever is great. We at Bajaj Electricals Limited, recognize this truism and seek out and strike a dialogue straight with the hearts and souls) of our employees. Here is a quote from Mr. Shekhar Bajaj, our Chairman and Managing Director -

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"Every individual has the potential to perform if he or she gets proper motivation, the right opportunity and the freedom to work. In the long run success is achieved when ordinary people perform extraordinarily. It is important to keep an open mind rather than drawing preconceived impressions about people. More often that not, such impressions will be proven wrong."

Faster, Higher, Stronger - is our maxim, our way of individual and organizational performance. This is how we managed a successful business turnaround in Bajaj Electricals Ltd - with and through each one of our employees. And not only our excellent brand of products, our people provide an excellent competitive advantage to us. We are looking at collaboration for our luminaries business through a licensing agreement as there is a need for technologically superior products which are state-of-the art. We are in advanced discussions. I cannot disclose anything further at this stage," Bajaj Electricals chief operating officer and president R Ramakrishnan said.

The luminaire business is one of the five special business units (SBUs) of the company. The others are appliances, pans, lighting and the engineering business. Bajaj Electrical luminaires find applications in the engineering, power, steel, cement, fertilizer, chemical and petrochemical sectors. 23

Earlier, Bajaj Electricals had entered into a licensing agreement with Morphy Richards of the UK for its irons. This tie-up also entails a technology transfer.

The company is targeting revenues of Rs 1,500 crore by the year 2009-10. "The biggest contributor to this will be the engineering business. Till recently, we were only into the manufacture of power transmission towers. Now, we will be installing them too," Mr Ramakrishnan added. The engineering and projects business is also the fastest growing business.

This business has an order book of over Rs 150 crore and has grown by over 85%, senior company executives said. The company clocked net sales of Rs 505.26 crore in the last fiscal and is expected to add around 25% to its top line this fiscal, he said. The company which had been facing tough times a few years back has bounced back after the implementation of a restructuring exercise.

This entailed the reorganization in to five SBUs, brand building, and a growth of revenues.

Last year, the company also came out with a rights issue at premium of Rs 15 per share. Further, the company also of out of the die-casting business by giving a VRS at the plant, selling the development rights of the land and entering into a non-compete clause with a competitor. Revamp helps Bajaj Electricals Turn Around 24

Hindu Business line January 31, 2005 K. Giriprakash V. K. Varadarajan Bangalore Jan 30, 2005: BAJAJ Electricals has restructured its entire operations, including shutting down some of its loss-making ventures, as part of its plans to turnaround the company.

Bajaj Electricals' President and Chief Operating Officer, Mr R. Ramakrishnan, told Business Line that the restructuring has helped the company to turnaround and now it expects to double its revenues to about Rs 1,000 crore within three years. The company hopes to end the current fiscal with a revenue of around Rs 730 crore, an increase of 20 per cent over fiscal 2008-09.

Mr Ramakrishnan said it had roped in Accenture Consulting to chart out a turnaround for the company. As per the new plan, Bajaj Electricals dropped its matrix structure for its organisation in favour of separate business units for each of its businesses.

It now has five separate business units - engineering and projects, luminaire, appliances, fans and lighting. "Each of these units compete as separate businesses with its, competitors," Mr Ramakrishnan said. The company also got rid of unviable businesses.

For example, it shut down its diecast operations and offered VRS to 180 people. It also sold surplus land of the unit.

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He said the company also went in for financial restructuring by swapping high cost funds with low cost long-term debt. The banks too have lowered interest cost and increased the moratorium for another two years.

The company plans to invest about Rs 20 crore, spread over the next fiscal, to double the existing capacity in its engineering unit to execute its Rs 160 crore worth of fresh order from Powergrid Corporation for erection and commissioning of power transmission tower. Mr Ramakrishnan said the engineering unit, which registered a growth of 88 per cent over the last fiscal, is expected to outpace other business units. The company expects about 25 per cent of its revenues to come from its engineering business, he said.

Mr Ramakrishnan said with the Power Grid according thrill the status of approved EPC contractors, it expects bigger orders from the power company. He pointed out that with an estimated investment proposal of Rs 75,000 crore by Powergrid Corporation, there was a huge opportunity for the company.

Mr.Ramakrishnan said the company had entered into a licensing arrangement with Trilux, a leading European luminaries brand and a market leader in lighting in Germany. The tie-up, though is aimed to market the products to premium segments in the country, could lead to manufacturing Trilux products in the long term.

26

Bajaj's own products to provide full spectrum of lighting products, he said. Similarly, Bajaj's tieup with UK's leading small appliances brand Morphy Richards had helped it to position itself in the premium end of the market.

Mr Ramakrishnan said Bajaj Electricals has a market share of between 15 per cent and 20 per cent in the appliances segment, 20 per cent in luminaries and 10 per cent in lighting. The company has also been able to take on the unorganized sector by offering competitive pricing of its products in the lower end. "Our China sourcing strategy has helped us to buy from the world's best without compromising on the quality of the products,"

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Bajaj Electricals Keeps on Shining More...

Bajaj Electricals Limited (BEL) is a part of the "Bajaj Group" of India who are in th e busin ess of steel, sugar, two wheelers & three wheelers. Bajaj Electricals is well established in their range of products such as lamps & tube lights, luminaries, small household appliances, ceiling fans & table fans and turnkey engineering services. The company has been in existence for the last 60 years and has steadily grown and expanded its business both in domestic and international markets.

Bajaj Electricals has 20 branch offices and 4 regional offices spread in different parts of the country besides being supported by a chain of about 600 distributors, 2500 authorised dealers, over 60,000 retail outlets and over 200 service franchisees

BEL today has five major business units comprising of lighting, luminaries, electric fans, home appliances, turnkey engineering projects. BEL's export activities are well supported through its International division. The Company has recently forayed into electric power generation through wind energy in its quest to reduce the depletion of fossil fuels and preserved the environment. Total Quality Management (TQM) has taken roots in some important business processes of the Company. Few business units of the company have already received ISO Certifications while the other BUs are on the anvil to obtain the same.

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PRESS NEWS

Times of India January 22, 2008 Bajaj Electricals has reported a 93.8 percent rise in its net profit for the third quarter ended December 31, 2007 at Rs 4.75 crore as against Rs 2.45 crore in the corresponding period of last fiscal. Revenues from operations during the quarter were higher at Rs 170 crore as against Rs 126 crore i n the same period of 2007-08.

Leading the Way Corporate Dossier Economic Times January 14, 2008

Shekhar Bajaj, Chairman & MD, Bajaj Electricals Ltd.

A leader sets an example for others to emulate, and hence must be a high-level performer. He's also respected by subordinates and colleagues, alike. He must embody honesty, integrity and trustworthiness.

A leader is knowledgeable and well read and must guide and empower his subordinates to perform their best.

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VISION, PHILOSOPHY AND VALUES

We aim to bring greater happiness to our customers, through our products and services, while continuously enhancing stakeholder value.

Trust builds Quality Quality builds Satisfaction Satisfaction builds Relationship Relationship builds Trust We believe in Inspiring Trust

Build Trust: We will conduct all our business dealings with fair and ethical business practices and strive to build trust in the minds of all our stakeholders. Belief in Excellence: We believe in setting higher levels of Excellence in all our actions and will 30

recognize and reward the excellence achieved by our team members. Delighting Customers: We will delight our customers by providing them world-class products and services and thereby enhance their quality of life. Ensuring Accountability : We will work in a transparent, performance oriented environment and define clear accountability for our employees, while empowering them to achieve their performance goals with speed and efficiency. Encouraging Teamwork : We will ensure dignity and respect for the individual while encouraging Teamwork. Personal Growth : Every employee will be enabled to learn at the work place with significant opportunities for Personal Growth and Contribution to the organization.

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.PRODUCT PROFILE

Bajaj Storage Water Heater

Energy Efficient Horizontal 10 year guarantee on copper tank 30% energy savings over ISI norms 2 year comprehensive guarantee including heating element

Available in 10 litre capacity

GX 10

Powerful motor : 550 watts, 18000 rpm 5 year guarantee on motor 3 stainless steel jars Unbreakable polycarbonate jar handles Cord winder Overload protector

DX 5

Multiple, adjustable temperature levels Thermal fuse for additional safety Pilot light for thermostat operation Swivel cord outlet Large Sole Plate Non stick coated sole plate

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Cordless Kettle 1 Litre

1 Litre capacity Cordless operation for easy serving and safety Auto shut off External water level indicator on both sides

Self illuminating transparent switch

Aqua Naturale Makes drinking water healthy and safe through seven stages of purification. It's a completely natural process. In fact, it's the only purifier that works without any resins. And without any electricity. What's more, it doesn't require a continuous flow of water supply. The water that you drink is not only cleaned and sterilized but also made healthier through the addition of valuable minerals. Result: Healthy, refreshing water. Just as nature gives you. Coolest RC 2004 Rotochill

Made up of an attractive, corrosion-free engineered, thermoplastic material for durable performance

Latest state-of-the-art design Sleek and all new ultra modern looks Extra tough motor Uniform water distribution Water level indicator

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AX 4 4 brass burners with Stainless Steel body High efficiency burners Extra wide top accommodating large vessels Available for LPG and PNG

with 5 year guarantee

1600 T3

16 Litre Capacity Stainless Steel inner chamber Keep Warm Function 0-60 minutes timer

Aquatherm Instant Gas Water Heater

Oxygen depletion monitor LED indicator for temperature Auto Shut Off 20 minute timer

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Majesty Heat Convector RX10

Office Locator Head Office 51, Mahatma Gandhi Road Fort Mumbai - 400023 Phone - 22043780, 22043733 Fax - 22828250 Registered Office 45/47, Veer Nariman Road Fort Mumbai - 400023 Phone - 22043841, 22045046 Fax - 22851279 Company Showroom 'World of Bajaj Electricals' Bajaj Bhavan Nariman Point Mumbai - 400021 Phone - 22023626

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MARKET SHARE Shareholding Pattern As on 31st December, 2008 Under Clause 35 of the Listing Agreement A 1 Category Promoter's holding Promoters* Indian Promoters Foreign Promoters 2 Persons acting in concert# Sub Total: B 3 a(i) a(ii) b(i) b(ii) b(iii) Non-Promoter's holding Institutional Investors Nil Mutual Funds Unit Trust of India Banks Life Insurance Corporation of India Oriental Insurance Company Ltd. C 4 A Flls Sub Total: Others Private Corporate Bodies 389298 4.50 Nil 861347 Nil 9.97 500 150 6687 746010 108000 0.01 0.00 0.08 8.63 1.25 Nil No. of Share held Of Shareholding

5693850 65.88 Nil Nil 104440 5798290 1.21 67.09

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B C D E

Indian Public NRIs/OCBs Any Other Non Resident Foreign Companies Sub Total: Grand Total:

1567010 5905 5430 15600 1983243 8642880

18.13 0.07 0.06 0.18 22.95 100.00

As defined in Regulation 2(h) of SEBI (Substantial Acquisition of Shares and Takeovers) Regulation, 1997. The promoter's holding shall include all entities in the promoter's group-individual or body corporate. # As defined in Regulation 2(e) of SEBI (Substantial Acquisition of Shares and Takeovers)

Regulations, 1997. Note: 1. Total Foreign shareholding including Foreign Promoters, FIIs, NRIs/OCBs Foreign

Banks, Foreign Nationals and GDR & ADR holdings is 26935 i.e. 0.31% of the total issued equity capital.

Shareholding Pattern as on 31st December, 2008 under Clause 35 of the Listing Agreement Persons Holding more than 1% of the shares of the Company

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SL. No. A 1 2 3 4 5 6 7 8 9 B

Name of Shareholder 1. Promoters: Jamnalal Sons Pvt. Ltd. Bajaj Auto Ltd. Hind Musafir Agency Pvt. Ltd. Bajaj International Pvt. Ltd. Shri Shishir Kamalnayan Bajaj Shri Rahulkumar Kamalnayan Bajaj Shri Shekhar Bajaj Shri Madhur Bajaj Shri Anant Bajaj 2. Foreign Promoters: Non-Promoter's holding: 3a. Mutual Funds & UTI 3b. Banks Life Insurance Corporation 746010 of India Oriental Insurance Company Ltd. 3c. FIIs 4a. Private Corporate Bodies 4b. Indian Public 4c. NRIs/OCBs 4d. Any Other - Non Resident 4e. Foreign Companies 38

No. of Share 1429541 1719676 200000 200000 136400 114000 190680 90786 175366 Nil Nil Nil

To equity capital 16.54 19.90 2.31 2.31 1.58 1.32 2.21 1.05 2.03 Nil Nil Nil 8.63

1.25 108000 Nil Nil Nil Nil Nil Nil Nil Nil Nil Nil Nil Nil

CHAPTER 4

ANALYSIS & INTERPRETATION

39

1. How long you are dealing with Bajaj Products?

Years dealing with Bajaj 1-3 years 4-7 years 8-10 years Above 10 years

No of dealers 4 5 7 4

INTERPRETATION: Out of 20 dealer 11 are associated with Bajaj for more than 8 years and Bajaj has also gain 9 dealers in the last 7 years.

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2. Are you dealing with other companies?

Response YES NO Number of dealers 18 2

INTERPRETATION: 18 dealers of Bajaj dealing with other companies and only 2 are exclusively dealing with Bajaj.

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3. How do you feel about Quality of BAJAJ product?

SATIS FACTION LEVEL Very good Good Satisfactory Poor DEALERS 6 11 3

Interpretation: Out of 20 dealers 6 said very good, 11 said good and 3 said satisfactory about the quality of Bajaj Products.

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4. Which factors enebles you to be the dealers of BAJAJ Products?

FACTORS Promotion Schemes Company Policy Margin Band Name DEALERS 1 1 3 9 6

INTERPRETATION: Out of 20 dealers 1 each said promotion & schemes, 3 said company policy, 9 said margin & 6 said brand name of Bajaj as the reson of becaming a dealer of Bajaj Electricals Ltd.

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5. How do you rate Price of Bajaj products?

PRICE LEVEL Very High High Average Low DEALERS 0 3 12 5

INTERPRETATION: Out of 20 dealers mejority i.e. 12 rated price of the Bajaj products as average, 5 rated as low & 3 rated as high.

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6. What do you feel about credit period given by BAJAJ?

SATIS FACTION LEVEL Very good Good Satisfactory Poor DEALERS 3 11 5 1

INTERPRETATION: About credit period allowed by Bajaj to its dealers, more than 55% dealers feels good, 17% feels satisfactory, 10% feels very good & only 10% feels poor. Most of the dealers are satisfied about the credit period allowed by Bajaj Electricals.

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7. How do you rate Promotional Activities taken by Bajaj?

SATIS FACTION LEVEL Very good Good Satisfactory Poor

DEALERS 3 8 5 4

INTERPRETATION: Out of 20 dealers surveyed 3 rated promotional activity of Bajaj as very good, 8 rated as good, 5 rated as satisfactory & 4 dealers find it poor.

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8. What type of promotional activity do you prefer with Bajaj?

Preference Discount Gift Prize Offer Others

DEALERS 9 6 4 1

INTERPRETATION: Out of 20 dealers surveyed in different areas highest number ie 9 goes with discount, then 6 wants gift, 5 wants prize offer & only 1 goes with other protional activity.

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9. Whether the expected quantity of Bajaj products is supplied to you in time?

Response YES NO

Number of dealers 16 4

INTERPRETATION: About 80% of dealers are satisfied with the time and quantity of products supplied to them by Bajaj and only 20% are not satisfied with that.

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10. What do you feel abut the employees dealig with you in Bajaj?

SATIS FACTION LEVEL Highly Satisfied Satisfied Average Dissatisfied

DEALERS 2 9 5 4

INTERPRETATION: Out of 20 dealers surveyed 2 are highly satisfied, 9 are satisfied, 5 said average and 4 are dissatisfied about employees dealing with them in Bajaj Electricals.

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11. What are the factors that you expect from Bajaj?
Factors Promotional Sales Follow- up Scheme Service Credit Facility Number of Dealers 7 3 4 3 3

INTERPRETATION: About the factors that dealers expect from Bajaj, out of 20 dealers highest number of dealers ie. 7 goes with promotional sales, then 3 wants follow-up, 4 prefer scheme, 3 goes with service and 4 goes with credit facility.

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13. Do you recommend your customers about Bajaj Products?

Response YES NO

Dealers 14 6

INTERPRETATION: Most of the dealers ie 14 out of 20 recommonds their customers Bajaj products and 6 dealers not recommends Bajaj products to their coustomers.

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14. What do you feel about after sales service given by Bajaj?
SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied NUMBER OF DEALER 1 7 5 7

INTERPRETATION: Out of 20 dealers 1 is highly satisfied, 7 are satisfied, 5 are moderately satisfied about the after sale service given by Bajaj and a significant number of dealers i.e.7 are dissatisfied about the after sale service given by Bajaj.

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15. How satisfied are you with the speed of processing your orders?
Level of Satisfaction Highly Satisfied Satisfied Moderate Dissatisfied Number of Dealer 5 10 4 1

INTERPRETATION: Out of 20 dealers surveyed 5 are highly satisfied, 10 are satisfied, 4 are moderately satisfied with the speed of processing their orders and only 1 deler is dissatisfied with the speed of processing orders. It is evident that most of the dealers are satisfied with the speed of processing.

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16. How Satisfied are you with the accuracy of Processing your orders?

Level of Satisfaction Highly Satisfied Satisfied Moderate Dissatisfied

Number of Dealer 7 9 3 1

INTERPRETATION: About the accuracy of processing orders 35% dealers are highly satisfied, 45% are satisfied, 15% moderately satisfied and only 5% are not satisfied.

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17. How satisfied are you with our ability to provide you with the approprite paperwork that you need for doing business?
Level of Satisfaction Highly Satisfied Satisfied Moderate Dissatisfied Number of Dealer 5 9 4 2

INTERPRETATION: In the sample size 25% of dealers are highly satisfied, 45% are satisfied, 20% are moderately satisfied and 10% are dissatisfied with Bajajs ability to provide them approprite paperwork that they needed for doing business.

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18. How satisfied are you with the responsiveness of our Customer Service Team to your needs?

Level of Satisfaction Highly Satisfied Satisfied Moderate Dissatisfied

Number of Dealer 2 6 7 5

INTERPRETATION: Out of 20 dealers 2 are highly satisfied, 6 are satisfied, 7 are moderately satisfied and 5 are dissatisfied with the responsiveness of Bajajs customer service team.

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19. How satisfied are you with the technical expertise of our technical support group?
Level of Satisfaction Highly Satisfied Satisfied Moderate Dissatisfied Number of Dealer 1 6 8 6

INTERPRETATION: Dealers are not so satisfied with the techical expertise of Bajajs technical support group as 29% of dealers are disssatisfied, 38% are moderately satisfied and only 32% are satisfied.

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20. How satisfied are with the packaging our products with respect to maintaining damage free products?

Level of Satisfaction Highly Satisfied Satisfied Moderate Dissatisfied

Number of Dealer 8 6 5 1

INTERPRETATION: Out of 20 dealers 8 are highly satisfied, 6 are satisfied, 5 are moderately satisfied and only 1 is dissatisfied with the packaging of Bajaj Electricals products.

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CUSTOMER SATISFACTION RESULT

In my survey I have talked with 30 Customers to know the satisfaction level towards the Bajaj Home Applience Products & to know suggestions to improve products and services of Bajaj Electricals Limited. 2. Which factors do you consider most before purchasing products?(can be more than one)
Attributes Product Quality Fuctionality Price Durability Service Quality Brand Name Customer 21 18 24 26 19 14

INTERPRETATION: Out of 30 customer 26 consider durability, 24 consider price, 21 consider product quality, 18 consider functionality, 19 consider service quality & 14 consider brand name most before purchasing a product.

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3. Are you satisfied with the product you are using?

SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied CUSTOMER 6 16 5 3 % OF RESPONDENT 20% 53% 17% 10%

INTERPRETATION: Out of 30 customer surveyed 6 are highly satisfied, 16 are satisfied, 5 are moderately satisfied & 3 are dissatisfied with the products they are using from Bajaj.

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4. Are you satisfied with the price of your product?

SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied

CUSTOMER 2 14 10 4

% OF RESPONDENT 7% 47% 33% 13%

INTERPRETATION: Out of 30 customer serveyed 7% are highly satisfied, 47% are satisfied, 33% moderately satisfied & 13% are dissatisfied with the price of the product they are using.

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5. Are you satisfied quality of your product?

SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied

CUSTOMER 6 13 5 6

% OF RESPONDENT 20% 43% 17% 20%

INTERPRETATION: About the quality of the Bajaj products, 20% customers are highly satisfied, 43% are satisfied, 17% are moderately satisfied and 20% dissatisfied with the quality of Bajaj Electricals products.

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6. Are you satisfied with the design of your product?

SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied

CUSTOMER 4 17 6 3

% OF RESPONDENT 20% 43% 17% 20%

INTERPRETATION: The design of the Bajaj product is found satisfactory as about 57% of customers are satisfied, 13% are highly satisfied and 20% are moderately satisfied but 10% customers are not satisfied with the design of products.

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7. Do you agree that your product of Bajaj bears the latest technology?
Response YES NO Number of Customers 18 12 % of Customers 60% 40%

INTRPRETATION: Of the 30 customers surveyed 18 customers i.e. 60% agreed that Bajaj product bears the letest technology but 12 customers i.e. 40% does not agreed that Bajaj product bears letest technology, wich is not a good sign for the company.

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8. Have you been offered any warranty card with your product?

Response YES NO

Number of Customers 30 0

% of Customers 100% 0%

INTERPRETATION: 100% of the customers said they have been offered warranty card with their products.

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9. Are you satisfied with the warranty period offered by Bajaj?

SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied

CUSTOMER 4 17 6 3

% OF RESPONDENT 14% 56% 20% 10%

INTERPRETATION: Larger section of the customers i.e. 56% are satisfied and 14% are highly satisfied and only 10% are dissatisfied with the warranty period offered by Bajaj Electricals.

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10. Have you come across any problems while using the product?

Response YES NO

Number of Customers 18 12

% of Customers 60% 40%

INTERPRETATION: Among the 30 customers 18 said they faced problems while using the products and 12 customers said they did not face any problem while using products of Bajaj.

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11. Have you lodged any complaint about the problem/defect in your product?

Response YES NO

Number of Customers 20 10

% of Customers 67% 33%

INTERPRETATION: About 67% of customers lodged complaint about the problem/defect in their product and 33% customers did not lodge complaint.

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12. Within how much time your complaint has been resolved?

SATISFACTION LEVEL On the same day Within two days Within three days More than three days

CUSTOMER 5 6 7 12

% OF RESPONDENT 17% 20% 23% 40%

INTERPRETATION: Out of 30 customers 17% said complaint were resolved in the same day, 20% said complaint were resolved within two days, 23% said complaint were resolved within three days and 40% said complaint were resolved more than three days of lodging complaint.

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13. Are you satisfied with the After Sale Service of your product?
SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied CUSTOMER 4 8 6 12 % OF RESPONDENT 13% 27% 20% 40%

INTERPRETATION: This chart shows satisfaction level of customers with the after sale service of Bajaj. Out of 30 customers 13% are highly satisfied, 27% are satisfied, 20% are moderately satisfied and 40% are dissatisfied.

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14. Are you satisfied with the time taken by Bajaj to deliver your product after servicing?

SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied

CUSTOMER 12 10 6 2

% OF RESPONDENT 40% 33% 20% 7%

INTERPRETATION: Of 30 customers surveyed 40% are highly satisfied, 33% are satisfied, 20% are moderately satisfied and 7% are dissatisfied with the time taken by Bajaj to deliver their products after servicing.

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15. Are you satisfied with the time taken by Bajaj to replace your product?

SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied

CUSTOMER 6 10 6 8

% OF RESPONDENT 20% 33% 20% 27%

INTERPRETATION: Out of 30 customers 20% are highly satisfied, 33% are satisfied, 20% are moderately satisfied and 27% are dissatisfied with the time taken by Bajaj Electricals to replace their products.

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16. Are your dealer provides Post Sales service?

Response YES NO Number of Customers 22 8 % of Customers 73% 27%

INTERPRETATION: About 73% of customers said that their dealers provide post sale service and 27% said that their dealer did not provide post sale service.

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17. Are you satisfied with the post sales services provided by your dealer?

Response YES NO

Number of Customers 16 14

% of Customers 53% 27%

INTERPRETATION: Of the 30 customers surveyed 53% are satisfied with the post sale service provided by their dealer and 27% are not satisfied with the post sale service provided by their dealer.

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18. How satisfied are you with the responsiveness of our Customer Service team to your need?

SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied

CUSTOMER 6 16 7 1

% OF RESPONDENT 20% 54% 23% 3%

INTERPRETATION: 20% of customers are highly satisfied, 54% are satisfied, 23% are moderately satisfied and only 3% are dissatisfied with the responsiveness of Bajajs customer service team.

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19. How satisfied are you with the technical skill of our technician?

SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied

CUSTOMER 10 16 3 1

% OF RESPONDENT 34% 53% 10% 3%

INTERPRETATION: Most of the customers i.e. 87% are satisfied with the technical skill of Bajajs technician and only 3% are dissatisfied.

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20. How satisfied are you with the speed in which problems were resolved?

SATISFACTION LEVEL Highly Satisfied Satisfied Moderate Dissatisfied

CUSTOMER 2 10 8 10

% OF RESPONDENT 7% 33% 27% 33%

INTERPRETATION: Speed of resolving customers problems seemed to be a problem are for Bajaj as 33% of customers are dissatisfied and 27% are moderately satisfied while 7% are highly satisfied and 33% are satisfied.

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CHAPTER - 5

FINDINGS, SUGGESTIONS & CONCLUSION

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FINDINGS
1. From the detail analysis it is found that dealers are satisfied to doing business with Bajaj in Kolkata Market. 2. More than 60% of dealers are doing business for a long time and also it has increased its dealers in recent years. 3. Most of the Bajaj dealers are dealing with other electrical companies. 4. Most of the dealers happy with the product quality and price of Bajaj Electricals Products. 5. Dealers are unhappy with the promotional activity taken by Bajaj, they recommend more sales promotional activity in dealers level also more advertisement to gain new customers. 6. Dealers are not satisfied with the after sales service provided by Bajaj, it is found that delivery schedule is not maintained by Bajaj. 7. Dealers are satisfied with the speed, accuracy, paperwork while processing orders.

8. From my survey it is found that most of the customers of Bajaj are satisfied with the quality price and design of the product which they are using. 9. About 40% of customer said that the products of Bajaj do not bears latest technology. 10. Customers are very satisfied with the warranty period offered by Bajaj. 11. As far as customer complaint is concerned 33% customers have lodged complaint about problem in their product and 40% responded that their complaint has been resolved after three days 12. Many customers are not satisfied with the After Sale Service provided by Bajaj.

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SUGGESTIONS
Bajaj should maintain good relationship with the dealers. Bajaj should provide more promotional scheme to its dealers and increase its promotional activities. Bajaj should give more advertisement as it lacks in advertisement and sales promotional activities. Company should improve After Sale Service and delivery schedule as it is very important for dealers and customers satisfaction. Though product quality is good company should introduce more products with latest technology and improve features. Bajaj should reduce the complaint resolution time for improve customer satisfaction. There is a need of further quality improvement.

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CONCLUSION
As there is very tough competition in the market it is becoming more important to have satisfied trade partners and customers to stay in market and to retain and gain new customer and for the growth of the company. Bajaj is competing with many established Indian and global brands and has mostly achieved in satisfying its customers as well as dealers. It is evident from this study and Bajaj is advised to maintain its Quality and improve its service and products. The study has been successful in knowing the Traders and Customers satisfaction towards Bajaj Electricals Limited, in Kolkata.

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QUESTIONNAIRES

A Study on DEALERS SATISFACTION of BAJAJ ELECTRICALS LTD, in KOLKATA area. Questionnaire Name: Address: 1. How long you are dealing with BAJAJ products? 1-3 years 4-7 years 8-10 years above 10 years

2. Are you dealing with other companies? Yes If Yes, specify BRANDS CROMPTON HAVELLS USHA BAJAJ KHAITAN POLAR OTHERS No

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3. How do you feel about Quality of BAJAJ products? Very Good Good Satisfactory Poor

4. Which factor enables you to be the dealer of BAJAJ products? Promotion Margin Schemes Brand Name Company Policy

5. How do you rate Price of BAJAJ products compared with the following competitors? BRANDS CROMPTON HAVELLS BAJAJ BAJAJ KHAITAN POLAR Very High High Average Low

6. What do you feel about credit period given by BAJAJ? Very Good Good Satisfactory Poor

7. How do you rate the Promotional Activities given by BAJAJ? Very Good Good Satisfactory Poor

8. What type of promotional activity do you prefer with BAJAJ products?

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Discount ..

Gift

Prize Offers

Others

(Specify)

9. Whether the expected quantity of BAJAJ products is supplied to you in time? Yes No

10. What do you feel about the employees dealing with you in BAJAJ? Highly Satisfied Average Satisfied Dissatisfied

11. What are the factors that you expect from BAJAJ? Promotional Sales Service follow-up Credit Facility Scheme Others

12. Do you have any complaints about BAJAJ products? Yes If Yes, specify the reason, Delivery of goods After sales service Pricing Quality of products No

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13. Do you recommend your customers about BAJAJ products? Yes If No, specify the reason, No

14. What do you feel about after sales service given by BAJAJ? Highly Satisfied Moderate Satisfied Dissatisfied

15. How satisfied are you with the speed of processing your orders? Highly Satisfied Satisfied Moderate Dissatisfied 16. How satisfied are you with the accuracy in processing your orders? Highly Satisfied Satisfied Moderate Dissatisfied 17. How satisfied are you with our ability to provide you with the appropriate paperwork i.e, acknowledgement, packing list etc that you need for doing business with us? Highly Satisfied Satisfied Moderate Dissatisfied 18. How satisfied are you with the responsiveness of our Customer Services team to your needs? Highly Satisfied Satisfied

19. How satisfied are you with the technical expertise of our technical support group Highly Satisfied Satisfied Moderate Dissatisfied

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20. How satisfied are with the packaging our products with respect to maintaining damage free products? Highly Satisfied Satisfied Moderate Dissatisfied

21. Do you have any suggestions to improve the quality of BAJAJ products? Yes No

If Yes, specify.

Dear Customer: Questionnaire on Customer Satisfaction about Bajaj Electricals: Name: 86

Address: Occupation: (1) Business (2) Salaried employee (3) Professional (4) Others: Retired Housewife Gender: Male Female Age group: <20 20-30 30-40

Student 40-50 >50

1. Which household appliances do you use? (You can choose more than one) (a) Iron (b) Mixer Grinder (c) Water Heater (d) Cooler (e) Microwave Oven (f) Fans 2. Which factor(s) do you consider most to purchase the products? (You can choose more than one) (a)Product Quality (d) Durability (b)Functionality/Features (e) Service Quality (c)Price (f) Brand Name (g) Others 3. Are you satisfied with the product you are using? Highly Satisfied Satisfied Moderate Dissatisfied 4. Are you satisfied with the price of your product? Highly Satisfied Satisfied Moderate Dissatisfied 5. Are you satisfied with the quality of your product? Highly Satisfied Satisfied Moderate Dissatisfied 6. Are you satisfied with the design of your product? Highly Satisfied Satisfied Moderate Dissatisfied 7: Do you agree that the product of Bajaj bears the latest technology products? (a) Yes (b) No

8. Have you been offered any warranty card with your product? (a) Yes (b) No 9. Are you satisfied with the warranty period of offered by Bajaj? Highly Satisfied Satisfied Moderate Dissatisfied 87

10. Have you come across any problems while using the product? (a) Yes (b) No 11. Have you lodged any complaint about the problem/defect in your product? (a) Yes (b) No 12. Within how much time your complaint has been resolved? (Give TICK mark) (a) On the same day (b) Within two Days (c) Within three days (d) More than three days 13. Are you satisfied with the after sales-service of your product? Highly Satisfied Satisfied Moderate Dissatisfied 14. Are you satisfied with the time taken by Bajaj to deliver your product after servicing? Highly Satisfied Satisfied Moderate Dissatisfied 15. Are you satisfied with the time taken by Bajaj to replace your product? Highly Satisfied Satisfied Moderate Dissatisfied 16: Are your dealer provides Post sales services? (a) Yes (b) No

17: Are you satisfied with the post sales services provided by your dealer? (a) Yes (b) No 18. How satisfied are you with the time taken to respond to telephone enquires? Highly Satisfied Satisfied Moderate Dissatisfied 19. How satisfied are you with the politeness of staff? Highly Satisfied Satisfied Moderate Dissatisfied 20. How satisfied are you with the technical skill of our technician? Highly Satisfied Satisfied Moderate Dissatisfied 21. How satisfied are you with the speed in which problems were resolved? Highly Satisfied Satisfied Moderate Dissatisfied

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22. Would you recommend others to use the product you are using? (a) Yes (b) No 23. Do you have any suggestion? If Yes, then specify

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