Introduction

Marketing is the process of planning and executing the conception,

pricing, promotion and distribution of ideas goods and services to create
exchange that satisfy individual and organizational goals today marketing
must be understood not in the old sense of making sale-telling and selling.
The marketing has changed from Barter concept to new sense of satisfying
customer needs.
The objective of all marketing effort should to maximize customer
satisfaction. An individual firms success depends not only on how well it
has performs, but also on how well its entire supply chain and marketing
channel competes with competitors channels. The customer is the key.
Therefore the satisfaction of consumer is the prime objective of an
enterprise.
After sales service refers to various processes which make sure customers
are satisfied with the products and services of the organization.
The needs and demands of the customers must be fulfilled for them to
spread a positive word of mouth. In the current scenario, positive word of
mouth plays an important role in promoting brands and products.
Customer satisfaction on after sales service is both a goal and a marketing
tool. Customers first interaction with the product occurs at the retail level.
The availability of the product, their display, spacing etc, influence the
customers purchase decision to a large extends. Retailers also act as an
important link between consumers and the company.
They are closer to the customers know his wants and needs better
than the company. This information is highly useful to the company in
catering the consumers wants and needs.
After sales service makes sure products and services meet or surpass the
expectations of the customers. After sales service includes various activities
to find out whether the customer is happy with the products or not? After

sales service is a crucial aspect of sales management and must not be

ignored.
After sales service plays an important role in customer satisfaction and
customer retention. It generates loyal customers. Customers start believing
in the brand and get associated with the organization for a longer duration.
They speak good about the organization and its products.
A satisfied and happy customer brings more individuals and eventually more
revenues for the organization.
After sales service plays a pivotal role in strengthening the bond between the
organization and customers.

Sales Professionals need to stay in touch with the customers even after
the deal. Never ignore their calls.

Call them once in a while to exchange pleasantries.

Give them the necessary support. Help them install, maintain or

operate a particular product. Sales professionals selling laptops must
ensure windows are configured in the system and customers are able
to use net without any difficulty. Similarly organizations selling mobile
sim cards must ensure the number is activated immediately once the
customer submits his necessary documents.

Any product found broken or in a damaged condition must be

exchanged immediately by the sales professional.. Listen to their
grievances and make them feel comfortable.

Create a section in your organizations website where the customers

can register their complaints. Every organization should have a toll free
number where the customers can call and discuss their queries. The
customer service officers should take a prompt action on the
customers queries. The problems must be resolved immediately.

Take feedback of the products and services from the customers.

Feedback helps the organization to know the customers better and
incorporate the necessary changes for better customer satisfaction.

The exchange policies must be transparent and in favour of the

customer. The customer who comes for an exchange should be given
the same treatment as was given to him when he came for the first
time. Speak to him properly and suggest him the best alternative.

Objectives of the study

To understand the customer satisfaction level towards services provided by Bharath
Bajaj.
To study the problems faced by the customers at Bharath Bajaj.
To study the post sales service performance.
To study and understand the areas of improvement by the service provided by Bharath
Bajaj.

Scope of the Study

The scope of the study to retrieve a precise and clear idea about the
satisfaction level of customer towards after sales and service of the
respondents of Bharath Bajaj, it was extended only to the respondents of
Kurnool city. It does not cover all the consumer using Bajaj vehicles. The
result of the study are use full to assess after sales and service of Bajaj and
let us know what exactly customers are looking for when they come for
service. It gives the idea of the sectors need to improve, to stabilize the
market and to fight the competitors. It helps in getting feedback about the
service quality. The project helps to put in to practice the theoretical aspects
of the study into reality.

Limitations of the study

The study is confined to selected customers of Bharath Bajaj and it is
confined to Kurnool city only.
The survey was conducted only in urban sectors of Respondents thus it
cannot be generalized.
The information collected in this project is highly time bound hence the
result cannot be universally applicable.
The survey was conducted only for 100 respondents because of time
constraint.

Research methodology
Research methodology is the systematic approach to the given problem. In other words, it
is the way in which we go for collection of data. Therefore the better way of collecting data is
very important than the data collected because ultimately the data collected is depended upon
how we approach towards the data. The data has been collected in the following ways:
SOURCES OF DATA:
PRIMARY DATA:
Primary data is the actual and very important data collected by researchers. It involves the formal
way of collecting data wherein there is a formal meeting with different managerial personnel,
operations staff and personal observations.
The following were the sources of primary data
The questionnaire prepared after discussion with the guide ,is the tool for

primary data

collection
Direct or personal conversation with the respondents during filling of questionnaire
SECONDARY DATA:
It is the data which is already collected by someone else and which is used for our study purpose.
It is the data, which gives relevant information in different fields wherever we want. The
following were the sources of secondary data
Websites.
Company Manuals, Magazine.
Company Reports.

Sample unit:
The sample unit is of the customers of Bharath Bajaj.
Sampling method:
The method used for this study is Simple Random sampling method
Sample Size:
The sampling size of this study is 100 customers of Bharath Bajaj.
Area of survey
The area selected for survey is restricted to Kurnool city only