Professional Documents
Culture Documents
BIBLIOGRAPHY
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JOURNALS
1.
Aarti Kothari, Maruti does a different jig and ends up changing itself and the
auto market in turn, Business World, Vol.25, Issue 14, 23rd 29th August 2005,
pp.14-17.
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Ashok J., A Study on Developing Strategies to improve the sales of Maruti Zen
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th
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th
Appendix-Questionnaire
2. Age
3. Gender
: Male
4. Education
5. Occupation
6. Marital Status
: Married
Single
7. Family Status
: Nuclear
Joint
8. Area of Residence
: Urban
Female
Semi urban
Rural
9. Total monthly income of the family
:`
Name of the
vehicle
Variant
(Mention whether
STD,AC,LX,LXI,VXI,LDI,VDI, etc.,)
Petrol &
LPG
Delivery
Process
Price
Product
13. How are you satisfied with the information you got at the time of purchasing the
Maruti vehicle?
S.N.
Information
Information
about product
specifications
Information
regarding the
comparison of
your Maruti
vehicle with
that of the
competitors
vehicles of the
same segment
Information
about Actual
Price
Information
about on road
price
Information
about the
finance related
documents
Complete
information
about
purchase
paper work
Answers to
your questions
at the time of
delivery of a
Maruti Suzuki
vehicle
Highly
Satisfied
Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied
Highly
Dissatisfied
Satisfaction on product
Satisfaction on performance & exciters
14. Specify your level of satisfaction about the following attributes of the Maruti Suzuki
vehicle you own.
S.N.
Attributes
1
2
3
4
5
6
7
8
9
Power steering
Power windows
Air conditioning
Central locking
Brake system
Immobiliser
Airbag
Child Safety door lock
Inbuilt stereo/CD
player
Portable rear seats
Boot capacity
Seating capacity
Fog lights
Rear window
demister
Adjustable OVR
mirrors
Wheel base
Brake
Tyre
Engine CC
Engine
compression ratio
Fuel type
Fuel efficiency
Fuel tank capacity
Maximum speed
Engine pickup
Colour
Inner space
Interior design
Exterior design
Ground clearance
Availability of
spare parts
Maintenance cost
Resale value
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Highly
Satisfied
Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied
Highly
Dissatisfied
Satisfaction on price
15. How are you satisfied with the following elements related to the price of the Maruti
Suzuki vehicle?
Information
S.N.
Actual price
Price of extra
fittings
Fixation charge of
extra fittings
Insurance charges
Road tax
Registration fees
On road price
Neither
Highly
Satisfied
Satisfied
Dissatisfied
Satisfied
nor
Dissatisfied
Highly
Dissatisfied
Satisfaction on promotion
16. Specify the level of satisfaction if you have enjoyed any offer while purchasing the
Maruti Suzuki vehicle.
S.
N.
Offers enjoyed
No offer
Government employee
/Agriculturist offer
Exchange offer
Others (Specify)
___________________
Highly
Satisfied
Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied
Highly
Dissatisfied
17. State your level of satisfaction on the following VALUE ADDED SERVICES
provided by Maruti.
S.N.
Services provided
Test Drive/Demo
Maruti Insurance
Extended Warranty
True Value
Maruti Finance
Auto Card
Genuine Accessories
Maruti Mobile
Service
Maruti Driving
Schools
Highly
Satisfied
Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied
Highly
Dissatisfied
Satisfaction on people
18. Specify the level of satisfaction on the performance of the sales person.
S.N.
Performance
1 Amount of time
you waited to be
greeted by the
sales person
2
Time
spent
by the
sales
person
Before
Sales
During
Sales
After
Sales
Highly
Satisfied
Satisfied
Neither
Satisfied
Dissatisfied
nor
Dissatisfied
Highly
Dissatisfied
S.N.
Performance
Salespersons
explanation of
features,
advantages and
benefits of
vehicle including
information of
competition
Demonstration
of vehicle
(static
and
test drive)
Knowledge of
sales persons
Courtesy and
friendliness of
the sales person
Trust worthiness of
sales persons
Empathy of the
sales persons
Enthusiasm of
the staff making
the delivery
process enjoyable
Highly
Satisfied
Neither
Satisfied
Highly
Satisfied
Dissatisfied
nor
Dissatisfied
Dissatisfied
Satisfaction on process
19. Specify your level of satisfaction on the delivery process.
Highly
Satisfied
Satisfied
S.N.
Attributes
Neither
Satisfied
Dissatisfied
nor
Dissatisfied
Highly
Dissatisfied
S.N.
Physical Ambience
Convenience of
location accessibility
(parking facilities etc.,)
Showroom
neighborhood
surrounding area (safe,
clean, etc.,)
Selection of display
vehicles (wide
selection of colours,
options, etc.,)
Ease of looking
vehicles in showroom
Highly
Satisfied
Satisfied
Neither
Satisfied
nor
Dissatisfied
Dissatisfied
Highly
Dissatisfied
Highly
Satisfied
5
Satisfied
4
Satisfied nor
Dissatisfied
3
Expectations
TANGIBLES
E1. Excellent car companies will have
modern looking equipment.
E2. The physical facilities at Excellent
car companies will be visually
appealing.
E3. Employees at Excellent car
companies will be neat appearing.
E4. Materials associated with the
service (such as pamphlets or
statements) will be visually appealing at
Excellent car companies.
Total
Average Gap Score (Total of E-P/4)
RELIABILITY
E5. When excellent car companies
promise to do something by a certain
time, they do.
E6. When a customer has a problem,
excellent car companies will show a
sincere interest in solving it.
E7. Excellent car companies will
perform the service right the first time.
Highly
Dissatisfied
Dissatisfied
Perceptions
E
TANGIBLES
P
P1. Maruti Authorised Service
Stations has modern looking
equipment.
P2. The physical facilities at
Maruti Authorised Service
Stations are visually appealing.
P3. Maruti Authorised Service
Stations employees are neat
appearing.
P4. Materials associated with
the service (such as pamphlets
or statements) are visually
appealing
at
Maruti
Authorised Service Stations
RELIABILITY
P5. When excellent Maruti
Authorised Service Stations
promise to do something by a
certain time, they do.
P6. . When a customer has a
problem, Maruti Authorised
Service Stations
shows a
sincere interest in solving it.
P7. Maruti Authorised Service
Stations performs the service
Gap
score
E-P
Satisfied
4
Neither
Satisfied nor
Dissatisfied
3
Expectations
RELIABILITY
E9. Excellent car companies will insist
on error free records.
Total
Average Gap Score (Total of E-P/5)
RESPONSIVENESS
E10. Employees of Excellent car
companies will tell customers exactly
when services will be performed.
E11. Employees of Excellent car
companies will give prompt service to
customers.
E12. Employees of Excellent car
companies will always be helping to
customers.
E13. Employees of Excellent car
companies will never be too busy
respond to customers requests.
Total
Average Gap Score (Total of E-P/4)
ASSURANCE
E14. The behaviour of employees in
Employees of Excellent car companies
will instill confidence in customers.
Dissatisfied
Highly
Dissatisfied
2
Perceptions
RELIABILITY
P9. Maruti Authorised Service
Stations insists on error free
records.
RESPONSIVENESS
P10. Employees of Maruti
Authorised Service Stations
tell customers exactly when
services will be performed.
P11. Employees of Maruti
Authorised Service Stations
give you prompt service to
customers.
P12. Employees of Maruti
Authorised Service Stations
will always be helping you.
P13. Employees in Maruti
Authorised Service Stations
will never be too busy
respond to your requests.
ASSURANCE
P14. The behaviour
of
employees in Employees of
Maruti Authorised
Service
Stations will instill confidence
in you.
P15. You feel safe in
transactions
with
Maruti
Authorised Service Stations.
1
Gap
score
Highly
Satisfied
5
Satisfied
4
Neither
Satisfied nor
Dissatisfied
3
Expectations
ASSURANCE
E17. Employees of Excellent car
companies will have the knowledge to
answer customers questions.
Total
Average Gap Score (Total of E-P/4)
EMPATHY
E18. Excellent car companies will give
customers individual attention.
E19. Excellent car companies will have
operating hours convenient to all their
customers.
E20. Excellent car companies will have
employees who give customers personal
attention.
E21. Excellent car companies will have
their customers best interests at heart.
E22. The employees of Excellent car
companies will understand the specific
needs of their customers.
Total
Average Gap Score (Total of E-P/5)
Dissatisfied
Highly
Dissatisfied
2
Perceptions
ASSURANCE
P17. Employees of Maruti
Authorised Service Stations
have the knowledge to answer
your questions.
EMPATHY
P18.
Maruti
Authorised
Service Stations gives you
individual attention.
P19.
Maruti
Authorised
Service Stations has operating
hours convenient to all its
customers.
P20.
Maruti
Authorised
Service
Stations
has
employees who give you
personal attention.
P21.
Maruti
Authorised
Service Stations has your best
interest at heart.
P22. The employees of Maruti
Authorised Service Stations
understand your
specific
needs.
1
Gap
score
Attributes
Performance of
the vehicle
Performance of
Show room
Performance of
Service centre
Others
(Specify)
V. Suggestions
23. If you have any suggestions to improve the satisfaction level of customers of Maruti
Suzuki, please specify: