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III. ONLINE SOURCES
1. American Customer Satisfaction Index – http://www.theacsi.org/overview.htm
2. Audi’s Drive to Service Excellence. Gallup Management journal:
http://gmj.gallup.com/content/1024/1/Audis-Drive-to-Service-Excellence.aspx
3. Automotive Digest:
http://www.automotivedigest.com/view_art.asp?articlesID=16915
4. Customer Satisfaction Measurement Association –
http://www.csmassociation.org/
http://websterpacific.files.wordpress.com/2007/02/the-ultimate-question.pdf
5. http://www.asq.org
6. http://www.jdpower.co.jp
7. www.automobile.com
8. www.automotive.com
9. www.bus.umich.edu
10. www.gaddi.com
11. www.marutisuzuki.com
12. www.marutiudyog.com
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 Female
4. Education :
5. Occupation :
6. Marital Status : Married Single
7. Family Status : Nuclear Joint
8. Area of Residence : Urban 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 Fuel Type (Tick)
(Mention whether
STD,AC,LX,LXI,VXI,LDI,VDI, etc.,) Petrol Diesel
Petrol &
LPG
II. Satisfaction derived during the purchase of a vehicle:
Satisfaction on information
13. How are you satisfied with the information you got at the time of purchasing the
Maruti vehicle?
S.N. Information Highly
Satisfied Satisfied
Neither Satisfied nor
Dissatisfied
Dissatisfied Highly
Dissatisfied
Pro
du
ct
1 Information about product
specifications
2
Information regarding the
comparison of your Maruti
vehicle with
that of the competitors’
vehicles of the
same segment
Pri
ce
1 Information about Actual
Price
2 Information about on road
price
Pro
cess
1 Information about the
finance related
documents
2 Complete
information about
purchase
paper work
Del
iver
y
1
Answers to your questions
at the time of delivery of a
Maruti Suzuki
vehicle
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 Highly
Satisfied Satisfied
Neither
Satisfied nor Dissatisfied
Dissatisfied Highly
Dissatisfied
1 Power steering
2 Power windows
3 Air conditioning
4 Central locking
5 Brake system
6 Immobiliser
7 Airbag
8 Child Safety door lock
9 Inbuilt stereo/CD
player
10 Portable rear seats
11 Boot capacity
12 Seating capacity
13 Fog lights
14 Rear window
demister
15 Adjustable OVR mirrors
16 Wheel base
17 Brake
18 Tyre
19 Engine CC
20 Engine compression ratio
21 Fuel type
22 Fuel efficiency
23 Fuel tank capacity
24 Maximum speed
25 Engine pickup
26 Colour
27 Inner space
28 Interior design
29 Exterior design
30 Ground clearance
31 Availability of
spare parts
32 Maintenance cost
33 Resale value
Satisfaction on price
15. How are you satisfied with the following elements related to the price of the Maruti
Suzuki vehicle?
S.N. Information Highly
Satisfied Satisfied
Neither
Satisfied
nor Dissatisfied
Dissatisfied Highly
Dissatisfied
1 Actual price
2 Price of extra
fittings
3 Fixation charge of
extra fittings
4 Insurance charges
5 Road tax
6 Registration fees
7 On road price
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
Highly
Satisfied Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied Highly
Dissatisfied
1 No offer
2 New year/ Christmas
offer
3 Year end offer
4 Government employee /Agriculturist offer
5 Special offers of the
company
6 Exchange offer
7 Others (Specify)
___________________
17. State your level of satisfaction on the following VALUE ADDED SERVICES
provided by Maruti.
S.N. Services provided Highly
Satisfied Satisfied
Neither Satisfied nor
Dissatisfied
Dissatisfied Highly
Dissatisfied
1 Test Drive/Demo
2 Maruti Insurance
3 Extended Warranty
4 True Value
5 Maruti Finance
6 Auto Card
7 Genuine Accessories
8 Maruti Mobile
Service
9 Maruti Driving Schools
Satisfaction on people
18. Specify the level of satisfaction on the performance of the sales person.
S.N. Performance Highly
Satisfied Satisfied
Neither
Satisfied
nor
Dissatisfied
Dissatisfied Highly
Dissatisfied
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
S.N. Performance Highly
Satisfied Satisfied
Neither
Satisfied
nor
Dissatisfied
Dissatisfied Highly
Dissatisfied
3 Salesperson’s
explanation of
features,
advantages and
benefits of vehicle
including
information of
competition
4 Demonstration of
vehicle
(static and test
drive)
5 Knowledge of
sales persons
6 Courtesy and
friendliness of the
sales person
7 Trust worthiness of
sales persons
8 Empathy of the
sales persons
9 Enthusiasm of the
staff making the
delivery process
enjoyable
Satisfaction on process
19. Specify your level of satisfaction on the delivery process.
S.N. Attributes Highly
Satisfied Satisfied
Neither Satisfied
nor
Dissatisfied
Dissatisfied Highly
Dissatisfied
1 Attention focused on you (not other customers
during delivery)
2 Duration of time taken to complete the delivery
process
3 Ability to deliver vehicle at requested time (special
dates, auspicious times etc.,)
4 The manner in which your vehicle was
delivered
5 Quantity of fuel provided
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 Highly
Satisfied Satisfied
Neither Satisfied
nor
Dissatisfied
Dissatisfied Highly
Dissatisfied
1 Convenience of location accessibility
(parking facilities etc.,)
2 Showroom neighborhood
surrounding area (safe,
clean, etc.,)
3 Selection of display vehicles (wide
selection of colours,
options, etc.,)
4 Ease of looking
vehicles in showroom
5 Comfort of the sales
area
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.
Highly
Satisfied Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied Highly
Dissatisfied
5 4 3 2 1
Expectations Perceptions Gap
score
TANGIBLES E TANGIBLES P E-P
E1. Excellent car companies will have
modern looking equipment.
P1. Maruti Authorised Service
Stations has modern looking
equipment.
E2. The physical facilities at Excellent
car companies will be visually
appealing.
P2. The physical facilities at
Maruti Authorised Service
Stations are visually appealing.
E3. Employees at Excellent car
companies will be neat appearing.
P3. Maruti Authorised Service
Stations employees are neat
appearing.
E4. Materials associated with the
service (such as pamphlets or
statements) will be visually appealing at
Excellent car companies.
P4. Materials associated with
the service (such as pamphlets
or statements) are visually
appealing at Maruti
Authorised Service Stations
Total
Average Gap Score (Total of E-P/4)
RELIABILITY RELIABILITY
E5. When excellent car companies
promise to do something by a certain
time, they do.
P5. When excellent Maruti
Authorised Service Stations
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.
P6. . When a customer has a
problem, Maruti Authorised
Service Stations shows a
sincere interest in solving it.
E7. Excellent car companies will
perform the service right the first time.
P7. Maruti Authorised Service
Stations performs the service
right the first time.
Highly
Satisfied Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied Highly
Dissatisfied
5 4 3 2 1
Expectations Perceptions Gap
score
RELIABILITY RELIABILITY
E9. Excellent car companies will insist
on error free records.
P9. Maruti Authorised Service
Stations insists on error free
records.
Total
Average Gap Score (Total of E-P/5)
RESPONSIVENESS RESPONSIVENESS
E10. Employees of Excellent car
companies will tell customers exactly
when services will be performed.
P10. Employees of Maruti
Authorised Service Stations
tell customers exactly when
services will be performed.
E11. Employees of Excellent car
companies will give prompt service to
customers.
P11. Employees of Maruti
Authorised Service Stations
give you prompt service to
customers.
E12. Employees of Excellent car
companies will always be helping to
customers.
P12. Employees of Maruti
Authorised Service Stations
will always be helping you.
E13. Employees of Excellent car
companies will never be too busy
respond to customers’ requests.
P13. Employees in Maruti
Authorised Service Stations
will never be too busy
respond to your requests.
Total
Average Gap Score (Total of E-P/4)
ASSURANCE ASSURANCE
E14. The behaviour of employees in
Employees of Excellent car companies
will instill confidence in customers.
P14. The behaviour of
employees in Employees of
Maruti Authorised Service
Stations will instill confidence
in you.
E15. Customers of Employees of
Excellent car companies will feel safe in
transactions.
P15. You feel safe in
transactions with Maruti
Authorised Service Stations.
Highly
Satisfied Satisfied
Neither
Satisfied nor
Dissatisfied
Dissatisfied Highly
Dissatisfied
5 4 3 2 1
Expectations Perceptions Gap
score
ASSURANCE ASSURANCE
E17. Employees of Excellent car
companies will have the knowledge to
answer customers’ questions.
P17. Employees of Maruti
Authorised Service Stations
have the knowledge to answer
your questions.
Total
Average Gap Score (Total of E-P/4)
EMPATHY EMPATHY
E18. Excellent car companies will give
customers individual attention.
P18. Maruti Authorised
Service Stations gives you
individual attention.
E19. Excellent car companies will have
operating hours convenient to all their
customers.
P19. Maruti Authorised
Service Stations has operating
hours convenient to all its
customers.
E20. Excellent car companies will have
employees who give customers personal
attention.
P20. Maruti Authorised
Service Stations has
employees who give you
personal attention.
E21. Excellent car companies will have
their customer’s best interests at heart.
P21. Maruti Authorised
Service Stations has your best
interest at heart.
E22. The employees of Excellent car
companies will understand the specific
needs of their customers.
P22. The employees of Maruti
Authorised Service Stations
understand your specific
needs.
Total
Average Gap Score (Total of E-P/5)
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 Reasons for Dissatisfaction (Specify)
1 Performance of
the vehicle
2 Performance of
Show room
3 Performance of
Service centre
4 Others
(Specify)
V. Suggestions
23. If you have any suggestions to improve the satisfaction level of customers of Maruti
Suzuki, please specify: