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JSS MAHAVIDYAPEETHA SRI JAYACHAMARAJENDRA COLLEGE OF ENGINEERING (SJCE)

DEPT. OF BIOTECHNOLOGY
MYSORE-570 006

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,

Date: Place:

Yours Faithfully Krithika A.

QUESTIONNAIRE
SECTION A The following questions help me to know you better. Please put in the appropriate box given below:

1. Gender:

Male Female

2. Age:

18 to 20 21 to 23 24 to 26 27 to 30

3. Educational Qualification:

PUC/ Diploma Under Graduation Post Graduation

Others if any specify

4. Family Income (Per month):

< 20000 20001-30000 30001-50000

> 50000

SECTION B There are questions are stated below for conducting the study. Please put mark in the appropriate column. 1. What importance do you attach to the following factors while consuming beverages? (1= Least Important, 2 = Less Important, 3 = Average, 4 = Important, 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, 2 = Poor, 3 = Average, 4 = Good, 5 = Excellent) 1 2 3 4 Affordability Quick service Taste Cleanliness Freshness Ambience
3. How many times you visit Nescafe in a week?

2.

a) b) c) d) e)

Once Twice Thrice More than thrice Occasionally

4. Whether the prices of Nescafe is affordable or not when compared to others?

a) Yes b) No If No please specify reason: _____________________________


5. Please specify your favourite beverage segment from below:

a) Hot coffee b) Cold coffee c) Ice tea d) Tomato soup 6. From how long you are visiting Nescafe Outlest? a) < year b) 1 year

c) 2 years d) 3 years e) > 3 years 7. Is there any other substitute to Nescafe beverages? a) Yes b) No 8. 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. How strongly do you associate the following with Nescafe?

Not at all Efficient Fast Reliable Delightful

Slightly

Neutral

Strongly

Very strongly

10. Rate the price of the coffee at Nescafe. Less than what can be charged Priced perfectly Priced a bit higher Priced very high

11. What is your average bill amount (in Rs.) at Nescafe in one visit? <15 16 30 31 50 51 100

12. Any suggestions to improve the level of customer satisfactions. Please mention. ___________________________________________________________________________ __________________________________________________________________________ Thank you for providing the above information

1. What importance do you attach to the following factors while consuming beverages? (1= Least Important, 2 = Less Important, 3 = Average, 4 = Important, 5 = More Important)

(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, parallel to 21% and 11% of respondents have opted for importance and average respectively. 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. So it is better to maintain outlets clean.

(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%

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. Interpretation: From the above analysis it can be interpret that time is most important. People are giving more importance for time factor. So it is better to deliver the products within the time, they have promised to deliver. Otherwise there will be possibility of losing customers.

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