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Page 1: Bibliography - shodhganga.inflibnet.ac.inshodhganga.inflibnet.ac.in/bitstream/10603/33812/7/7. bibliography... · BIBLIOGRAPHY References Books 1 ... “The social psychology of industrial

Bibliography

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BIBLIOGRAPHY

References

Books

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

2006.

2. C.R. Kothari, “Research Methodology Methods and Techniques”, New Age

International (Pvt.) Ltd., publishing New Delhi, 2004.

3. Churchill, Gilbert and Dawn Iacobucci, “Marketing Research – Methodological

Foundations”, South-Western, Thomson Learning, 2002.

4. Crosby, Philip, “Quality is free: The art of making quality certain”, McGraw Hill

Custom Publishing, 1978.

5. Dr S.C.Gupta, “Statistical Methods”, Sultan Chand & Sons Educational Publishers,

New Delhi, 2006.

6. Field, Andy, “Discovering statistics using SPSS for Windows”, SAGE Publications.

London, 2002.

7. Gill, J. and Johnson, P., “Research methods for managers”, Paul Chapman

Publishing, 1997.

8. Hair, J. et al., “Multivariate Data Analysis with Readings. Fourth Edition”,

Prentice Hall, Englewood Cliffs, New Jersey 07632, 1998.

9. Hair, J., R. Bush and D. Ortinau, “Marketing Research – with a changing information

environment”, 2nd edition. McGraw-Hill Companies, Inc., 2003.

10. Heskett, J., Sasser, W., and Hart, C., “Service Breakthroughs: Changing the Rules

of the Game”, New York: The Free Press, A Division of MacMillan, Inc., 1990.

11. Hitoshi Kume, “Statistical Methods for Quality Improvement”, Productivity Press

(India) Pvt. Ltd, Madras, 2006.

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12. J.Llian Mercer, “Great Customer Service”, Allen and Unwin Publishing, New Delhi,

2003.

13. Jahoda, M. and N. Warren, “Attitudes”, Penguin, 1966.

14. Kulbir Singh Sidhu, “Statistics in Education and Psychology”, Sterling Publishers

Private Ltd, New Delhi, 2006.

15. Markin, R., “The Psychology of Consumer Behaviour”, New Jersey: Prentice-

Hall, 1969.

16. O.K.Krishnaswami and M.Ranganatham, “Methodology of Research in Social

Sciences”, Himalaya Publishing House, New Delhi, 2007.

17. Oliver, R. L., “Satisfaction: A Behavioural Perspective on the Consumer. Singapore”,

McGraw-Hill, 1997.

18. Richard F.Gerson, “Measuring Customer Satisfaction”, Viva Books (P) Ltd,

New Delhi, 2004.

19. Robert E.Stevens, “The Marketing Research Guide”, Viva Books (P) Ltd,

New Delhi, 2000.

20. Rust, R.T. and Zahorik, A.J., “The value of customer satisfaction”, Working

Paper, Vanderbilt University, 1991.

21. Rust, Roland, Anthony Zahorik and Timothy Keiningham,” Return on Quality”,

Irwin Publishing, 1994.

22. Schneider, B., & Bowen, D.E., “Winning the service game”, Boston, MA:

Harvard Business School Press. Translations published in Hebrew, Dutch and

Indonesian, 1995.

23. Zeithaml, A, Parasuraman, A., Berry, L., “Delivering Quality Service: Balancing

Customer Perceptions and Expectations”, New York: The Free Press Division of

Macmillan, Inc., 1990.

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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.

2. Aayush Chowdhury, Abhishek Kapoor, “Profiling the Young Indian Consumer”,

Advertising Express, Vol. V, Issue 9, September 2005, pp.83-85.

3. Alok Saklani, H.C., Purohit and Badoni, D.C., “Positive Disconfirmation as a

Threshold to High Satisfaction”, Journal of Management Research, Vol.1, No.1,

September - December 2000, pp.41-45.

4. Anderson Eugene W, Fornell, C. and Lehmannn, D.R., “Customer Satisfaction,

Market Share, and Profitability: Findings from Sweden”, Journal of Marketing,

Vol. 58, July 1994, pp. 53-66.

5. Anderson, Eugene W., and Mary Sullivan, “The Antecedents and Consequences

of Customer Satisfaction for Firms”, Marketing Science, Vol. 12 (spring): 1993,

pp.125-143.

6. Anderson, Eugene W., and Vikas Mittal, “Strengthening the Satisfaction-Profit

Chain”, Journal of Service Research, Vol. 3, No. 2: 2000, pp. 107-120.

7. Anderson, G., “Customer Satisfaction and Word-of-Mouth”, Journal of Service

Research, 1 (1), 1998, pp. 5-17.

8. Ashok J., “A Study on Developing Strategies to improve the sales of Maruti Zen

Passenger cars”, International Journal of Management Science, Vol.1, No.1, July

2005, pp.24-29.

9. Bauer, H. H., and A. Herrmann, “Market demarcation: theoretical framework and

results of an empirical investigation of the German car market”, European Journal

of Marketing, Vol. 29, No. 11, 1995, pp. 18-34.

10. Baumgartner, G and Jolibert, A, “Consumer Attitudes towards Foreign Cars”,

International Business Studies II (spring), 2008, pp.71 - 80.

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11. Bennett, Rebecca, Rundle – Thiele, Sharyn, “Customer Satisfaction should not be

the only goal”, Journal of Services Marketing, Vol.18 (6&7), 2004, pp.13-19.

12. Bhargava S. C. “Passenger Car Industry: Maruti Maintains the Lead”, Facts for

You, April 2000, p.32.

13. Bonoma, T. V., and W. J. Johnson, “The social psychology of industrial buying

and selling”, Industrial Marketing Management, Vol. 17: 1978, pp 213-224.

14. Boulding, William, Ajay Kalra, Richard Staelin and Valerie Zeithaml, “A Dynamic

Process Model of Service Quality: From Expectations to Behavioral Outcomes”,

Journal of Marketing Research, Vol. 30, February: 1993, pp. 7-27.

15. Cadotte, Ernest R., Robert B. Woodruff and Roger L. Jenkins, “Expectations and

Norms in Models of Consumer Satisfaction,” Journal of Marketing Research,

24th August, 1987, pp.305-314.

16. Carmen, J., “Consumer Perceptions of Service Quality: An Assessment of the

SERVQUAL Dimensions”, Journal of Retailing, 66 (spring), 1990, pp 33-55.

17. Chidambaram and Alfread, “A Study on Brand Preference of Passenger Car with

Reference to Coimbatore City”, Indian Journal of Marketing, Vol.34, No.9,

September 2007, pp.30-36.

18. Churchill, Gilbert A and Carol Suprenant, “An Investigation into the Determinants of

Customer Satisfaction”, Journal of Marketing Research, 14th November 1982,

pp.54-58.

19. Clement Sudhakar J., and Venkatapathy R., “ A Study on Automobile Purchase –

Peer Influence in Decision Making”, Indian Journal of Marketing, Vol.35, No.6,

June 2009, pp.16-21.

20. Dornoff, R. J, Tanbersley, C. B and White, G. P, “Consumers’ Perceptions on

Cars: A Market Segment Analysis”, Akron Business and Economic Review, 3,

summer, 2008, pp. 26 – 29.

21. Fornell, Claes, “A National Customer Satisfaction Barometer: The Swedish

Experience”, Journal of Marketing, Vol. 56, January 1992, pp 6-21.

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22. Fornell, Claes, Michael Johanson, Eugen Anderson, Jaesung Cha and Barbara

Bryant, “The American Customer Satisfaction Index: Nature, Purpose, and

Findings”, Journal of Marketing, Vol. 60, October 1996, pp. 7-18.

23. Fornier, S., “A Consumer-based Relationship Framework for Strategic Brand

Management”, published Ph.D. dissertation, University of Florida, 1994.

24. Furse, David H, Girish N. Punj and David Stewart, “A Typology of Individual

search strategies among purchasers of New Automobiles”, Journal of Consumer

Research, Vol.10, March 1984, p.43.

25. Gaedebe, R, “Consumer Attitude towards Cars Made in Developing Countries”,

Journal of Retailing, 49, 2007, pp. 13 – 24.

26. Garvin, David, “Competing on the eight dimensions of quality”, Harvard

Business Review, November-December 1987, pp. 101-109.

27. Glenn B. Voss, Parasuraman A., and Dhruv Grewal, “The Roles of Price,

Performance, and Expectations in Determining Satisfaction in Service Exchanges,

Journal of Marketing, Vol. 62, No.4, October 1998, pp.87-91.

28. Guiles, M. G, “Fuel Economy takes a back seat as cars get faster and more Fun”,

Wall Street Journal, October 2008, p.33.

29. Hallowell, Roger, “The relationships of customer satisfaction, customer loyalty,

and profitability: an empirical study”, International Journal of Service Industry

Management, Vol. 7, No. 0956-4233, February 1996, pp. 27-42.

30. Häubl, G., “A cross-national investigation of the effects of country of origin and

brand name on the evaluation of a new car”, International Marketing Review,

Vol. 13, No. 5, 1996, pp.76-97.

31. Havlena, W. and M. Holbrook., “The Varieties of Consumption Experience:

Comparing Two Typologies of Emotion and Consumer Behaviour”, Journal of

Consumer Research, December 1986, pp. 394-404.

32. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E., Schlesinger, L, “Putting the

service profit chain to work”, Harvard Business Review, March-April 1994, pp.57-63.

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33. Jacoby, J. and Kyner, D.B., “Brand loyalty vs. repeat purchasing behaviour”,

Journal of Marketing Research, February 1973, pp. 1-9.

34. Jacqueline J.Brown, C. David Light and Gregory M. Gazda, “Attitude towards

European, Japanese and US cars”, European Journal of Marketing, 21 (5), 2007,

pp.91 – 100.

35. Joseph W. Newman, Richard Stalin, “Pre-purchase Information seeking for New

Cars and Major Household Appliances, Journal of Marketing Research, Vol. IX,

August 1972, p.20.

36. Joseph W. Newman, Richard Werbel, “Automobile Brand Loyalty”, Journal of

the Academy of Marketing Science, Vol. 2 (4), (fall), 1974, p.19.

37. Lapersonne, E., G. Laurent and J. Le Goff, “Consideration sets of size one: An

empirical investigation of automobile purchases”, International Journal of Research

in Marketing, Vol. 12, 1995, pp. 55-66.

38. Lawrence A. Crosby, “Customer Loyalty has to be Earned and Not Bought”,

Pitch, Vol.11, Issue 11, August 15th – September 15th 2005, p.41.

39. Madikonda Kishore Babu and Raghunatha Reddy, D., “A Study on Passenger Car

Industry in India”, Indian Journal of Marketing, Vol. 34, No.10, October 2004, p.30.

40. Mandeep Kaur and Sandhu, H.S., “A Study on Factors Influencing Buying Behaviour

of Passenger Car Market”, Paradigm, Vol. 8, No.2, July – December 2006, p.69.

41. McCarthy, P. S., P. K. Kannan, R. Chandrasekharan and G. P. Wright, “Estimating

Loyalty and Switching with An Application to the Automobile Market”, Journal

of Management Science, Vol. 38, No. 10, 1992, pp. 1371-1393.

42. Michael S. Garver, Gary B. Gagnon, “Seven Keys to Improving Customer Satisfaction

Programmes”, Business Horizons, Vol.45, No.5, September - October 2002, p.40.

43. Nakanishi, M. and James R. Bettman, “Attitude Models Revised: An Individual

Level Analysis”, Journal of Consumer Research, Vol.1, December 1974, p.52.

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44. Oh, H., and S. C. Parks, “Customer satisfaction and service quality: a critical

review of the literature and research implications for the hospitality industry”,

Hospitality Research Journal, Vol. 20, No. 3, 1997, pp. 35–64.

45. Oliver, R. L. & Swan, J. E., “Consumer Perceptions of Interpersonal Equity and

Satisfaction in Transactions: A Field Survey Approach”, Journal of Marketing,

53, April 1989, pp. 21-35.

46. Oliver, Richard, L., and Winer, R. S, “A Framework for the Formation and Structure

of Consumer Expectations: Review and Propositions”, Journal of Economic

Psychology, 23(8), 1987, p.20.

47. Parasuraman, A., Berry, L. &Zeithaml, V. A., “More on Improving Service

Quality Measurement”, Journal of Retailing, 69 (spring), 1993, pp. 140-147.

48. Parasuraman, A., Valerie A. Zeithaml, and Leonard L. Berry, “SERVQUAL: A

Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”,

Journal of Retailing, Vol. 64, No. 1, 1988, pp. 12-40.

49. Parasuraman, A., Valerie A. Zeithaml, and Leonard L. Berry, “Alternative Scales

for Measuring Service Quality: A Comparative Assessment Based on Psychometric

and Diagnostic Criteria”, Journal of Retailing, Vol. 70, No. 3, 1994, pp. 201-230.

50. Punj, Girish N. and Richard Staelin, “A Model of Consumer Information Search

behaviour for New Automobiles”, Journal of Consumer Research, Vol.9, March

1983, p.51.

51. Purohit, D., “Exploring the Relationship between the Markets for New and Used

Durable Goods: the Case of Automobiles”, Marketing Science, Vol. 11, No. 92,

1992, pp. 154-167.

52. Rama Prasad, M.V., “Passenger Cars: Surplus Production Will Lead to Higher

Exports – Part I”, Motor India, Vol.48, No.6, January 2004, p.40.

53. Reichheld, F.F. and Sasser, W. E., “Zero Defections: Quality Comes to Services”,

Harvard Business Review, September-October, 1990, pp. 105-111.

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54. Rosecky, R. B. and A. B. King, “Perceptual differences among owners of luxury

cars: strategic marketing implications”, Mid-Atlantic Journal of Business, Vol.

32, No. 3: 1996, pp. 221-235.

55. Rust, R.T., and Oliver, R.L, “Service quality: insights and managerial implications

from the frontier”, Service Quality: New directions in theory and practice, Eds.

Rust R.T. et Oliver R.L., Thousand Oaks, CA: Sage Publications, 1994, pp. 1-19

56. Rust, Roland and Richard Oliver, “Should We Delight the Customer?” Journal of

the Academy of Marketing Science, Vol. 28, No. 1, 2000, pp. 86-94.

57. Rust, Roland, Christine Moorman, and Peter Dickson, “Getting return on quality:

Revenue expansion, cost reduction, or both?” Journal of Marketing, Vol. 66, Issue

4: 2002, pp. 7-18.

58. Rust, Roland, Jeffrey Inman, Jianmin Jia and Anthony Zahorik, “What You Don’t

Know About Customer-Perceived Quality: The Role of Customer Expectation

Distributions”, Marketing Science, Vol. 18, No. 1: 1999, pp. 77-92.

59. Severt, Denver Eugene, “The customer’s path to loyalty: A partial test of the

relationships of prior experience, justice, and customer satisfaction”, Dissertation

submitted to the Faculty of the Virginia Polytechnic Institute and State University

in partial fulfillment of the requirements for the degree of Doctor of Philosophy.

http://scholar.lib.vt.edu/theses/available/etd-04242002-122146; 2002.

60. Spreng, R. A., Mackenzie, S.B. and Olshavsky, R.W., “A Re-examination of the

Determinants of Consumer Satisfaction”, Journal of Marketing, Vol. LX (3),

1996, pp. 15-3

61. Storbacka, Kaj, Tore Strandvik and Christian Grönroos (1994). “Managing

Customer Relationships for Profit: The Dynamics of Relationship Quality”,

International Journal of Service Industry Management, Vol. 5, No. 0956-4233,

September 1994, pp. 21-38.

62. Sullivan, M.W., “How Brand Names Affect the Demand for Twin Automobiles”,

Journal of Marketing Research, Vol. XXXV, May, 1998, pp. 154-165.

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63. Urban, Glen. L., Hauser, John. R., and Roberts John H., “Prelaunch Forecasting

of New Automobiles: Models and Implementation”, Management Science,

Vol. 36, No. 4th April, 1990, pp. 401-421.

64. Urbonavičius, S., Dikčius. V., and Časas, R., “Automobile Country of Origin

Related Association in Lithuanian Market”, TRANSPORT, Vol XXII, No 3,

2007. I a–I f. www.transport.vgtu.lt

65. Yi, Y., “A critical review of consumer satisfaction in Zeithaml, V. (Ed.)”, Review

of Marketing, American Marketing Association, Chicago, IL, 1990, pp. 68-123.

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

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Appendix-Questionnaire

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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

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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

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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

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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)

___________________

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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

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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

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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

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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.

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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.

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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)

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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:


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