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DEPT. OF BIOTECHNOLOGY
Dear Respondent, I, Krithika A., student of M.Tech in Biotechnology, Mysore, as a part of my academic studies, I undertaking the project work on “Customer Satisfaction Level with reference to Nescafe Outlets in Mysore”. You are requested to participate in the study to answer the questions. Your honest responses are valuable. I assure you that the information given by you will be used only for the academic purpose. Thanking You,
Yours Faithfully Krithika A.
Please put in the appropriate box given below: 1. Family Income (Per month): • • • < 20000 20001-30000 30001-50000 . Educational Qualification: • • • PUC/ Diploma Under Graduation Post Graduation Others if any specify……………………………………………………………… 4.QUESTIONNAIRE SECTION – A The following questions help me to know you better. Age: • • • • 18 to 20 21 to 23 24 to 26 27 to 30 3. Gender: • • Male Female 2.
• > 50000 .
4 = Important.SECTION – B There are questions are stated below for conducting the study. Whether the prices of Nescafe is affordable or not when compared to others? a) Yes b) No If No please specify reason: _____________________________ 5. 5 a) b) c) d) e) Once Twice Thrice More than thrice Occasionally 4. How many times you visit Nescafe in a week? 2. 1. 5 = More Important) 1 2 3 4 5 Cleanliness Speed of service Taste Price Ambience How do you rate Nescafe in following parameters? (1= Very Poor. From how long you are visiting Nescafe Outlest? a) < year b) 1 year . 2 = Poor. 3 = Average. 2 = Less Important. What importance do you attach to the following factors while consuming beverages? (1= Least Important. Please specify your favourite beverage segment from below: a) Hot coffee b) Cold coffee c) Ice tea d) Tomato soup 6. 3 = Average. 5 = Excellent) 1 2 3 4 Affordability Quick service Taste Cleanliness Freshness Ambience 3. 4 = Good. Please put mark in the appropriate column.
___________________________________________________________________________ __________________________________________________________________________ Thank you for providing the above information 1. 3 = Average. 4 = Important. Less than what can be charged Priced perfectly Priced a bit higher Priced very high 11. How strongly do you associate the following with Nescafe? Not at all Efficient Fast Reliable Delightful Slightly Neutral Strongly Very strongly 10. Any suggestions to improve the level of customer satisfactions.c) 2 years d) 3 years e) > 3 years 7.) at Nescafe in one visit? <15 16 – 30 31 – 50 51 – 100 12. Is there any other substitute to Nescafe beverages? a) Yes b) No 8. What is your average bill amount (in Rs. What importance do you attach to the following factors while consuming beverages? (1= Least Important. Please mention. 2 = Less Important. Rate the price of the coffee at Nescafe. The reason to opt Nescafe Beverages: a) Purity of beverages b) Quality maintenance c) Availability of beverages in all the time d) Affordable price 9. 5 = More Important) .
Interpretation: From the above analysis we can interpret that today people are giving more importance towards cleanliness. while purchasing any food from any food joints. parallel to 21% and 11% of respondents have opted for importance and average respectively. So it is better to maintain outlets clean.(a) Cleanliness: Category Least important Less important Average Important More important Total No of respondents (100) 3 7 11 21 58 100 Percentage 3% 7% 11% 21% 58% 100% Analysis: The above table shows that 58% of respondent have given more important for Cleanliness. (a) Quick Service: Category Least important Less important Average Important More important No of respondents (100) 5 5 20 32 38 Percentage 5% 5% 20% 32% 38% .
People are giving more importance for time factor. they have promised to deliver. Interpretation: From the above analysis it can be interpret that time is most important. Otherwise there will be possibility of losing customers. So it is better to deliver the products within the time. .Total 100 100% Analysis: The above table shows that 38% of respondents have given more importance for Quick Service. parallel to 32% and 20% of respondents have chosen for important and average respectively.