7. Bibliography and Appendix

8/9/2019 7. Bibliography and Appendix

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Bibliography


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BIBLIOGRAPHY

References

Books

1. C.N. Sontakki, “Marketing Research”, Himalaya Publishing House, New Delhi,!!".

2. C.R. #othari, “Research Metho$ology Metho$s an$ %echni&ues”, New 'ge(nternational )P*t.+ t$., -ublishing New Delhi, !! .

3. Churchill, /ilbert an$ Dawn (acobucci, “Marketing Research 0 Metho$ological1oun$ations”, South23estern, %homson earning, !! .

4. Crosby, Phili-, “4uality is 5ree6 %he art o5 making &uality certain”, Mc/raw HillCustom Publishing, 789:.

5. Dr S.C./u-ta, “Statistical Metho$s”, Sultan Chan$ ; Sons , 788:.

9. Hair, =., R. ?ush an$ D. @rtinau, “Marketing Research 0 with a changingin5ormation en*ironment”, n$ e$ition. Mc/raw2Hill Com-anies, (nc., !!>.

10. Heskett, =., Sasser, 3., an$ Hart, C., “Ser*ice ?reakthroughs6 Changing the Ruleso5 the /ame”, New Aork6 %he 1ree Press, ' Di*ision o5 MacMillan, (nc., 788!.

11. Hitoshi #ume, “Statistical Metho$s 5or 4uality (m-ro*ement”, Pro$ucti*ity Press)(n$ia+ P*t. t$, Ma$ras, !!".


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12. =. lian Mercer, “/reat Customer Ser*ice”, 'llen an$ Bnwin Publishing, New Delhi,

!!>.

13. =aho$a, M. an$ N. 3arren, “'ttitu$es”, Penguin, 78"".

14. #ulbir Singh Si$hu, “Statistics in


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JOURNALS

1. 'arti #othari, “Maruti $oes a $i55erent Gig an$ en$s u- changing itsel5 an$ theauto market in turn”, ?usiness 3orl$, ol. E, (ssue 7 , >r$ 0 8th 'ugust !!E,

--.7 279.2. 'ayush Chow$hury, 'bhishek #a-oor, “Pro5iling the Aoung (n$ian Consumer”,

'$*ertising 2:E.

3. 'lok Saklani, H.C., Purohit an$ ?a$oni, D.C., “Positi*e Discon5irmation as a

%hreshol$ to High Satis5action”, =ournal o5 Management Research, ol.7, No.7,Se-tember 2 December !!!, --. 72 E.

4. 'n$erson 2"".

5. 'n$erson,


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11. ?ennett, Rebecca, Run$le 0 %hiele, Sharyn, “Customer Satis5action shoul$ not bethe only goal” , =ournal o5 Ser*ices Marketing, ol.7: )";9+, !! , --.7>278.

12. ?harga*a S. C. “Passenger Car (n$ustry6 Maruti Maintains the ea$”, 1acts 5or Aou, '-ril !!!, -.> .

13. ?onoma, %. ., an$ 3. =. =ohnson, “%he social -sychology o5 in$ustrial buyingan$ selling”, (n$ustrial Marketing Management, ol. 796 789:, -- 7>2 .

14. ?oul$ing, 3illiam, 'Gay #alra, Richar$ Staelin an$ alerie eithaml, “' DynamicProcess Mo$el o5 Ser*ice 4uality6 1rom !, 1ebruary6 788>, --. 92 9.

15. Ca$otte, >2EE.

17. Chi$ambaram an$ 'l5rea$, “' Stu$y on ?ran$ Pre5erence o5 Passenger Car with

Re5erence to Coimbatore City”, (n$ian =ournal o5 Marketing, ol.> , No.8,

Se-tember !!9, --.>!2>".

18. Churchill, /ilbert ' an$ Carol Su-renant, “'n (n*estigation into the Determinantso5 Customer Satis5action”, =ournal o5 Marketing Research, 7 th No*ember 78: , --.E 2E:.

19. Clement Su$hakar =., an$ enkata-athy R., “ ' Stu$y on 'utomobile Purchase 0 Peer (n5luence in Decision Making” , (n$ian =ournal o5 Marketing, ol.>E, No.",=une !!8, --.7"2 7.

20. Dorno55, R. =, %anbersley, C. ? an$ 3hite, /. P, “Consumers Perce-tions onCars6 ' Market Segment 'nalysis”, 'kron ?usiness an$ ,summer, !!:, --. " 0 8.

21. 1ornell, Claes, “' National Customer Satis5action ?arometer6 %he Swe$ish


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22. 1ornell, Claes, Michael =ohanson, 0 .

26. /ar*in, Da*i$, “Com-eting on the eight $imensions o5 &uality”, Har*ar$?usiness Re*iew, No*ember2December 78:9, --. 7!727!8.

27. /lenn ?. oss, Parasuraman '., an$ Dhru* /rewal, “%he Roles o5 Price,

Per5ormance, an$ >, 1ebruary 788", --. 92 .

30. HIubl, /., “' cross2national in*estigation o5 the e55ects o5 country o5 origin an$ bran$ name on the e*aluation o5 a new car”, (nternational Marketing Re*iew, ol.7>, No. E, 788", --.9"289.

31. Ha*lena, 3. an$ M. Holbrook., “%he arieties o5 Consum-tion .


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33. =acoby, =. an$ #yner, D.?., “?ran$ loyalty *s. re-eat -urchasing beha*iour”,=ournal o5 Marketing Research, 1ebruary 789>, --. 728.

34. =ac&ueline =.?rown, C. Da*i$ ight an$ /regory M. /aJ$a, “'ttitu$e towar$s

, No.7!, @ctober !! , -.>!.

40. Man$ee- #aur an$ San$hu, H.S., “' Stu$y on 1actors (n5luencing ?uying ?eha*iour o5 Passenger Car Market”, Para$igm, ol. :, No. , =uly 0 December !!", -."8.

41. McCarthy, P. S., P. #. #annan, R. Chan$rasekharan an$ /. P. 3right, “


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44. @h, H., an$ S. C. Parks, “Customer satis5action an$ ser*ice &uality6 a criticalre*iew o5 the literature an$ research im-lications 5or the hos-itality in$ustry”,Hos-itality Research =ournal, ol. !, No. >, 7889, --. >E0" .

45. @li*er, R. . ; Swan, =.


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54. Rosecky, R. ?. an$ '. ?. #ing, “Perce-tual $i55erences among owners o5 luFurycars6 strategic marketing im-lications”, Mi$2'tlantic =ournal o5 ?usiness, ol. > , No. >6 788", --. 72 >E.

55. Rust, R.%., an$ @li*er, R. , “Ser*ice &uality6 insights an$ managerial im-lications5rom the 5rontier”, Ser*ice 4uality6 New $irections in theory an$ -ractice, +,788", --. 7E2>

61. Storbacka, #aG, %ore Stran$*ik an$ Christian /rOnroos )788 +. “Managing

Customer Relationshi-s 5or Pro5it6 %he Dynamics o5 Relationshi- 4uality”,(nternational =ournal o5 Ser*ice (n$ustry Management, ol. E, No. !8E"2 >>,Se-tember 788 , --. 72>:.

62. Sulli*an, M.3., “How ?ran$ Names '55ect the Deman$ 5or %win 'utomobiles”,=ournal o5 Marketing Research, ol. KKK , May, 788:, --. 7E 27"E.


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63. Brban, /len. ., Hauser, =ohn. R., an$ Roberts =ohn H., “Prelaunch 1orecastingo5 New 'utomobiles6 Mo$els an$ (m-lementation”, Management Science, ol.

>", No. th '-ril, 788!, --. !72 7.

64. Brbona*i ius, S., Dik ius. ., an$ Qasas, R., “'utomobile Country o5 @riginRelate$ 'ssociation in ithuanian Market”, %R'NSP@R%, ol KK((, No >, !!9.( a0( 5. www.trans-ort.*gtu.lt

65. Ai, A., “' critical re*iew o5 consumer satis5action in eithaml, . )


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Appendix-Questionnaire


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CUSTOMER EXPECTATIONS, PERCEPTIONS AND

SATISFACTION IN THE SER ICE !UALITY OF MARUTI

SU"U#I IN COIMBATORE DISTRICT

!$es%&onn'&re

I( Soc&o)Econo*&c Prof&+e

7. Name o5 the Res-on$ent 6

. 'ge 6

>. /en$er 6 Male 1emale

.


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II( S'%&sf'c%&on er&-e $r&n. %/e 0$rc/'se of ' -e/&c+e1

S'%&sf'c%&on on &nfor*'%&on

13. How are you satis5ie$ with the in5ormation you got at the time o5 -urchasing theMaruti *ehicleL

Highly Neither HighlyS.N. (n5ormation Satis5ie$Satis5ie$ nor Dissatis5ie$Satis5ie$ Dissatis5ie$Dissatis5ie$

7 (n5ormationabout -ro$ucts-eci5ications(n5ormation

P r o

d u c t regar$ing the

com-arison o5 your Maruti*ehicle withthat o5 thecom-etitors*ehicles o5 thesame segment

7 (n5ormationabout 'ctual

P r i c e Price

(n5ormationabout on roa$ -rice

7 (n5ormationabout the5inance relate$

P r o c e s s $ocuments

Com-letein5ormationabout -urchase -a-er work

'nswers to

D e l

i v e r y 7 your &uestions

at the time o5 $eli*ery o5 aMaruti SuJuki*ehicle


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S'%&sf'c%&on on 0ro $c%

S'%&sf'c%&on on 0erfor*'nce 2 e3c&%ers

14. S-eci5y your le*el o5 satis5action about the 5ollowing attributes o5 the Maruti SuJuki*ehicle you own.

Highly Neither HighlyS.N. 'ttributes Satis5ie$ Satis5ie$ nor Dissatis5ie$Satis5ie$ Dissatis5ie$Dissatis5ie$

7 Power steeringPower win$ows

> 'ir con$itioningCentral locking

E ?rake system" (mmobiliser 9 'irbag

: Chil$ Sa5ety $oor lock 8 (nbuilt stereo CD -layer

7! Portable rear seats77 ?oot ca-acity7 Seating ca-acity7> 1og lights7 Rear win$ow

$emister 7E '$Gustable @ R

mirrors7" 3heel base79 ?rake7: %yre78


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S'%&sf'c%&on on 0r&ce

15. How are you satis5ie$ with the 5ollowing elements relate$ to the -rice o5 the MarutiSuJuki *ehicleL

Neither

S.N. (n5ormation Highly Satis5ie$ Satis5ie$ Dissatis5ie$ HighlySatis5ie$ nor Dissatis5ie$Dissatis5ie$

7 'ctual -ricePrice o5 eFtra5ittings

> 1iFation charge o5 eFtra 5ittings

(nsurance chargesE Roa$ taF" Registration 5ees9 @n roa$ -rice

S'%&sf'c%&on on 0ro*o%&on

16. S-eci5y the le*el o5 satis5action i5 you ha*e enGoye$ any o55er while -urchasing theMaruti SuJuki *ehicle.

S. Highly Neither Highly@55ers enGoye$ Satis5ie$ Satis5ie$ nor Dissatis5ie$ N. Satis5ie$ Dissatis5ie$Dissatis5ie$

7 No o55er

New year Christmaso55er

> Aear en$ o55er

/o*ernment em-loyee'griculturist o55er

E S-ecial o55ers o5 thecom-any

"


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79. State your le*el o5 satis5action on the 5ollowing ' B< 'DD


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Neither

S.N. Per5ormance Highly Satis5ie$ Satis5ie$ Dissatis5ie$ HighlySatis5ie$ nor Dissatis5ie$

Dissatis5ie$

3 Sales-erson seF-lanation o55eatures,a$*antages an$ bene5its o5*ehicle inclu$ingin5ormation o5com-etition

4 Demonstrationo5 *ehicle

)static an$test $ri*e+

5 #nowle$ge o5 sales -ersons

6 Courtesy an$5rien$liness o5the sales -erson

7 %rust worthiness o5 sales -ersons

8


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S'%&sf'c%&on on 0rocess

78. S-eci5y your le*el o5 satis5action on the $eli*ery -rocess.

Neither

S.N. 'ttributes Highly Satis5ie$ Satis5ie$ Dissatis5ie$ HighlySatis5ie$ nor Dissatis5ie$Dissatis5ie$

7 'ttention 5ocuse$ on you)not other customers$uring $eli*ery+Duration o5 time taken tocom-lete the $eli*ery -rocess

> 'bility to $eli*er *ehicleat re&ueste$ time )s-ecial

$ates, aus-icious times etc.,+%he manner in whichyour *ehicle was$eli*ere$

E 4uantity o5 5uel -ro*i$e$

S'%&sf'c%&on on 0+'ce 'n 0/4s&c'+ '*5&ence

!. S-eci5y your le*el o5 satis5action with the -hysical ambience o5 sales -laceT ser*ice station.

Neither

S.N. Physical 'mbience Highly Satis5ie$ Satis5ie$ Dissatis5ie$ HighlySatis5ie$ nor Dissatis5ie$Dissatis5ie$

7 Con*enience o5 location accessibility)-arking 5acilities etc.,+Showroomneighborhoo$surroun$ing area )sa5e,clean, etc.,+

> Selection o5 $is-lay*ehicles )wi$eselection o5 colours,o-tions, etc.,+


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III. Satisfaction derived after the purchase of theMaruti Suzuki vehicle:

S'%&sf'c%&on on ser-&ce of %/e -e/&c+e

21. 7

E30ec%'%&ons Perce0%&onsG'0score

TANGIBLES E TANGIBLES P E)P


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right the 5irst time.

Highly Neither HighlySatis5ie$ Satis5ie$ nor Dissatis5ie$Satis5ie$ Dissatis5ie$Dissatis5ie$E > 7


RELIABILITY RELIABILITY


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Highly Neither HighlySatis5ie$ Satis5ie$ nor Dissatis5ie$Satis5ie$ Dissatis5ie$Dissatis5ie$E > 7


ASSURANCE ASSURANCE


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I Re-erse F'c%ors 6D&ss'%&sf4&n. F'c%ors9

22. (5 you ha*e -roblems with any o5 the 5ollowing attributes o5 the Maruti SuJuki,s-eci5y the reason)s+ 6

S.N. 'ttributes Reasons 5or Dissatis5action )S-eci5y+

7 Per5ormance o5 the *ehicle

Per5ormance o5 Show room

> Per5ormance o5 Ser*ice centre

@thers)S-eci5y+

( S$..es%&ons

>. (5 you ha*e any suggestions to im-ro*e the satis5action le*el o5 customers o5 MarutiSuJuki, -lease s-eci5y6

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7. Bibliography and Appendix

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