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Questionnaire

1. Which model of Maruti do you own? 800 Zen Alto Wagon R Omni

Esteem

Swift

Desire

SX4

Ritz

Others

2. Who is your Service Provider? Indus Sai Popular Others

SERVICE Related Questions


Directions: The following set of statements relates your feelings about your service provider. Marking a 1 means that you "Strongly Disagree" to the statement given and marking a 5 means that you "Strongly Agree. You may mark any of the numbers in the middle that shows how strong your feelings are. There is no right or wrong answers. All we are interested in is a number that best shows your perceptions about your service provider Strongly Disagree STATEMENTS 1 2 3 Strongly Agree 4 5

BRAND SENSITIVITY(3 stat.)


3 The services offered by various service providers in the industry are all very alike 4 The brand name of the service provider is the first thing Im looking at for servicing my automobile The services offered by the various service providers are all very different

CONTINUANCE COMM (5 stat.)


6 Right now, staying with my service provider is a matter of necessity as much as Desire 1 2 3 4 5

It would be very hard for me to leave my service provider right now, even if I wanted to Too much of my life would be disrupted if I decide to leave my service provider now I feel that I have too few options to consider if I leave my service provider One of the few negative consequences of leaving my service provider would be the scarcity of available alternatives

10

CUST SATISFACTION (5 stat.)


1 11 12 My service provider completely meets my expectations My service provider shows a sincere interest in solving complaints The employees of the service center work in a tidy professional way I am satisfied with all the services offered My service provider tries very hard to establish long term relationships 1 2 3 4 5 2 3 4 5

13 14 15

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

NORMATIVE COMM (5 stat.)


16 17 18 19 20 I do not feel any obligation to remain with my service provider Even if it were to my advantage, I do not feel it would be right to leave my service provider I would feel guilty if I left my service provider now I would not leave my service provider right now because I have a sense of obligation to the people in it I owe a great deal to my service provider

1 1 1 1

2 2 2 2

3 3 3 3

4 4 4 4

5 5 5 5

AFFECTIVE COMM (4 stat.)


21 I do not feel a strong sense of belonging to my service provider

22 23 24

I do not feel emotionally attached to my service provider I do not feel like part of the family with my service provider My service provider has a great deal of personal meaning for me

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

Directions: The following set of statements relates your feelings about your service provider. Marking a 1 means that your feelings about your service provider are closer to the phrase on the left and marking a "10 means your feelings are more to the phrase on the right. You may mark any of the numbers in the middle that shows how strong your feelings are.

Given the experience with your service provider, would you to go back to the same service provider?

REPEAT PURCHASE BEHAVIOUR (4 stat.)


25 Unlikely to go back 1 2 3 4 5 6 7 8 9 10 Very Likely to go back Very probable to go back Will certainly go back May go back

26

Very unprobable to go back

10

27 28

Will certainly not go back May not go back

1 1

2 2

3 3

4 4

5 5

6 6

7 7

8 8

9 9

10 10

Directions: The following set of statements relates your feelings about your service provider. Marking a 1 means that you strongly Disagree to the statement given and marking a "7 means that you strongly Agree. You may mark any of the numbers in the middle that shows how strong your feelings are.

SERVICE QUALITY (5 stat.)


Strongly Disagree STATEMENTS 29 I do not receive prompt service from service providers employees Employees of the service provider are too busy to respond to customer requests promptly Employees of the service center do not give me individual attention The Service provider does not have my best 1 1 2 2 3 3 4 4 5 5 Strongly Agree 6 6 7 7

30

31 32

1 1

2 2

3 3

4 4

5 5

6 6

7 7

interests at heart 33 When I have problems, my service provider is sympathetic and reassuring 1 2 3 4 5 6 7

PRODUCT Related Questions


Directions: The following set of statements relates your feelings about your Vehicle. Marking a 1 means that you Strongly Disagree to the statement given and marking a 5 means that you Strongly Agree. You may mark any of the numbers in the middle that shows how strong your feelings are. There are no rights or wrong answers. All we are interested in is a number that best shows your perceptions about your Vehicle. Strongly Disagree STATEMENTS 1 2 3 Strongly Agree 4 5

BRAND SENSITIVITY(3 stat.)


34 35 36 Various brands of automobile available are all very alike The brand name is the first thing Im looking at for the purchase my vehicle Various brands of automobile available are all very different

1 1

2 2

3 3

4 4

5 5

CONTINUANCE COMM (5 stat.)


37 Right now, staying with my brand is a matter of necessity as much as desire 38 It would be very hard for me to switch over to another brand right now, even if I wanted to Too much of my life would be disrupted if I decided to change my brand I feel that I have too few options to consider, if I want to change my brand One of the few negative consequences of switching over to another brand would be the scarcity of available alternatives 1 2 3 4 5 1 2 3 4 5

39

40

41

NORMATIVE COMM (5 stat.)


42 43 I do not feel any obligation to remain with my brand Even if it were to my advantage, I do not feel it would be right

to change my brand 44 45 46 I would feel guilty if I left my brand now I owe a great deal to my brand I would not leave my brand right now because I have a sense of obligation to the Manufacturer. 1 1 1 2 2 2 3 3 3 4 4 4 5 5 5

AFFECTIVE COMM (4 stat.)


47 48 49 I want to continue my relationship with the Manufacturer This Manufacturer is interested in how I use my vehicle If the brand were a person, I would like to have him or her as a friend Occasionally the Automobile Manufacturer arranges events to show new products

1 1

2 2

3 3

4 4

5 5

50

Directions: The following set of statements relates your feelings about your Vehicle. Marking a 1 means that you "Disagree Entirely" to the statement given and marking a "7 means that you "Agree Entirely". You may mark any of the numbers in the middle that shows how strong your feelings are.

CUSTOMER SATISFACTION (4 stat.)


Disagree Entirely STATEMENTS 51 52 53 54 My Automobile corresponds exactly to what I need When I think about my vehicle, I get a pleasant feeling This automobile is almost ideal in my opinion It was good idea when I decided to choose this vehicle 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5 Agree Entirely 6 6 6 6 6 7 7 7 7 7

Directions: The following set of statements relates your feelings about your Vehicle. Marking a 1 means that your feelings about your service provider are closer to the phrase on the left and marking a "10 means your feelings are more to the phrase on the right. You may mark any of the numbers in the middle that shows how strong your feelings are.

Given the experience with your Vehicle, would you Repurchase the same brand if you have to do it all over again?

REPEAT PURCHASE BEHAVIOUR (4 stat.)


55 Unlikely to purchase Very unprobable to purchase Will certainly not purchase May not purchase 1 2 3 4 5 6 7 8 9 10 Very Likely to purchase Very Probable to purchase Will certainly purchase May purchase

56

10

57 58

1 1

2 2

3 3

4 4

5 5

6 6

7 7

8 8

9 9

10 10

How satisfied are you with the performance on the following attributes of your vehicle?

PRODUCT ATTRIBUTES (6 stat.)


Very Dissatisfied STATEMENTS 59 60 61 62 63 64 Style Fuel Efficiency Roominess Brakes Ease of Handling Ease of Maintaining 1 1 1 1 1 1 1 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4 5 5 5 5 5 5 5 6 6 6 6 6 6 6 7 7 7 7 7 7 7 Completely Satisfied 8 8 8 8 8 8 8 9 9 9 9 9 9 9 10 10 10 10 10 10 10

Personal Information 65. Age 18-27 28-37 38-47 48-57 > 57

66. Gender Male Female

67. Occupation Students Self Employed Salaried House Wife Others

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