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Appendix-Questionnaire

CUSTOMER EXPECTATIONS, PERCEPTIONS AND

SATISFACTION IN THE SERVICE QUALITY OF MARUTI
SUZUKI IN COIMBATORE DISTRICT
Questionnaire
I. Socio-Economic Profile
1. Name of the Respondent

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

:`

10. Number of members in the family

11. Number of Km run by your car per month :

12. Type of the Maruti vehicle owned

Name of the
vehicle

Variant
(Mention whether
STD,AC,LX,LXI,VXI,LDI,VDI, etc.,)

Fuel Type (Tick)

Petrol Diesel

Petrol &
LPG

II. Satisfaction derived during the purchase of a vehicle:

Satisfaction on information

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

New year/ Christmas

offer

Year end offer

Government employee
/Agriculturist offer

Special offers of the

company

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

Attention focused on you

(not other customers
during delivery)

Duration of time taken to

complete the delivery
process

Ability to deliver vehicle

at requested time (special
dates, auspicious times etc.,)

The manner in which

your vehicle was
delivered

Quantity of fuel provided

Neither
Satisfied
Dissatisfied
nor
Dissatisfied

Highly
Dissatisfied

Satisfaction on place and physical ambience

20. Specify your level of satisfaction with the physical ambience of sales place\ service station.

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

Comfort of the sales

area

Highly
Satisfied

Satisfied

Neither
Satisfied
nor
Dissatisfied

Dissatisfied

Highly
Dissatisfied

III. Satisfaction derived after the purchase of the

Maruti Suzuki vehicle:
Satisfaction on service of the vehicle
21. Express your opinion about the service quality of Maruti Suzuki workshop with
respect to your visits to it.
Neither

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

right the first time.

Highly
Satisfied
5

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.

E15. Customers of Employees of

Excellent car companies will feel safe in
transactions.

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

IV Reverse Factors (Dissatisfying Factors)

22. If you have problems with any of the following attributes of the Maruti Suzuki,
specify the reason(s) :
S.N.

Attributes

Performance of
the vehicle

Performance of
Show room

Performance of
Service centre

Others
(Specify)

Reasons for Dissatisfaction (Specify)

V. Suggestions
23. If you have any suggestions to improve the satisfaction level of customers of Maruti
Suzuki, please specify: